Name: Gousto
Rating: 2.44

“Quality of ingredients looked out of date and a lot of plastic, won’t be using again”

Posted 5 years ago

“Read the reviews before you buy. First of all the packaging is bad, quite a few plastic wrappings and plastic which cannot be recycled. They’re also not very good at dealing with complaints. I had my box delivered Incorrectly (wasn’t put in a safe place and was just left in view outside my front door) and the operative who handled my call was appalling. After arguing with me, yes arguing, he eventually discounted £7 from that particular box. After this I received a reminder from them stating that I hadn’t paid, but my card details remained the same with no need for an update. I then got a further letter to state they still hadn’t received payment and to make payment, but they can’t actually take a payment over the phone, make of that what you will. So I updated my card details again, and just hope that they take payment this time. Would not recommend because when you have a problem, their aftercare is appalling and they just don’t have the customer service you’d expect. I’m surprised Joe Wicks sponsors them!”

Helpful Report

Posted 5 years ago

“I thought I’d give this a try after seeing a 60% discount code on Instagram with the Body Coach. I received a text message the day my delivery was fit to say my nic round big be delivered until the following day. I got straight on the the customer services, who apparently were extremely busy so I had to leave my email address. 24 hours later, I’m still waiting for a reply. My concern was the use by date of the meat, now a date less and that it took until 3pm to inform me that my box would not arrive in my chosen day. The box arrived today (7th Jan) I was not at home and the box was left in my safe place. Erm, no my box was not in my advised safe place, but on my door step for anyone to see. The meat as suspected had a rubbish use by date and the herbs were not useable. Waste of money!”

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Posted 5 years ago

“Won't let you put on hold or cancel Total rip off”

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Posted 5 years ago

“False referral discount offer changed 5 minutes after delivered I was so impress that I rated the recipes 5 stars. At the end of it I received an offer to refer my friends for 50%discount for the first 2 boxes for them and £15 for me. Of course, I immediately told 2 of my friend that were at home with me but when they tried to join, the offer was not valid, it only gives 40% for the first time and 30% after for a month. In disbelieve, I started a chat with the customer service person called Carole (8 minutes after I received the 50%off voucher) but she told me that the voucher expired on the 26th. Luckily I took a picture of it so I sent it to her and showed her it was just been sent to me (today at 2.19pm), how could have been expired? She told me to let my friends join and then, after they joined, they have to call a number to get the 50%discount applied. Now, one of my friend did that (luckily not the second one), it took 20 minute on the phone to be told that the discount cannot be applied but as a gesture of good will she will give him a discount on the first box not the second. They said that they have the right to change the offer as they are pleased. Of course, they have the right to change it even 5 minutes later they send it to you, incredible! Anyway, they surely won't have any more referrals from me, I was so happy to tell my friends about it but after both the customer service people have not granted the voucher, all the excitement has now long gone! Gousto food is really good, I have joined last week and cooked few of the recipes, they are very nice, fresh ingredients and highly organised but they need to changed the way they honour their promises. Very very disappointed, you could have had 5 stars but chose not to”

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Posted 5 years ago

“Ordered a box with 60% off, chose a date and placed order. Then a glimmer of doubt crept in my mind because trust pilot seemed to be flooded with hourly reviews with really bad reviews hidden amongst them. Came on here and saw loads of bad reviews and checked my account and they've taken the full amount. I cancelled the box and paused the subscription and now I have £47 in my account taken straight from my bank and no response to my messages. Really bad service and does not warn u that then discount doesn't apply if the chosen date is too in the future.”

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Posted 5 years ago

“First time great, 2nd time Took money, no delivery... What else can I say?!! Steer clear, utter con.”

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Posted 5 years ago

“Put my subscription on pause for a couple of weeks, after checking my online banking I realised money had been taken. I emailed the customer service team who replied very quickly to all my emails explaining I could not have a refund as items would of already been picked, I did question this but excepted that when pausing my subscription I should of checked that no future orders where generating (although could be clearer on their website). The box then was never delivered to me and now the customer service team are not responding to my emails and cannot get through on the phones. Has been over a week since I have heard from them and tried to contact everyday. Out of pocket to nothing to show for it. It’s such a shame as the quality of the food is fantastic, and really enjoy making the meals.”

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Posted 5 years ago

“Seriously disappointed. Tried Gousto after trying Hello Fresh. I was super impressed with Hello Fresh so thought I would check out the competition. Let's just say that if I'd tried Gousto 1st it would have been one and only flirt with an ingredient delivery service. Vegetables mouldy and could not be used for the first meal I went to cook (which was on Tuesday having taken delivery of box on Sunday), even the garlic. I didn't even know that garlic could go mouldy! I've have some in the fridge for weeks which I ended up using and was in better shape. The meat portions are also TINY. 170g for two people, but even worse, tomorrow we have a curry to look forward to with a whole 1 breast between 2, and a ramen in Friday again with 1 breast between 2. Basically we are going to have to use both chicken portions tomorrow and buy more. Don't get me wrong, the meat portions in hello fresh aren't as big as I'd have if I got it myself, but we at least had a breat each! Also, Gousto just give you crappy stock cubes, hello fresh give you stock pots - trust me, it makes a huge difference! Don't waste your money.”

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Posted 5 years ago

“They are unreliable! Orders have not arrived and when they do key ingredients are missing! I’ve ordered 5 or 6 boxes and I’ve had issues with 3! This defeats the whole purpose of the service which is supposed to make mealtimes easier! It’s a shame because the meals are delicious and the food is good quality it also saves times thinking about what to cook and purchasing supermarket quantities for one meal which may not be used again! Think I’ll try hello fresh to see if they are more reliable!”

Helpful Report

Posted 5 years ago

“Had a bad experience with them. Got a 30% off promotion for a box with an email saying 2 days left, After order was sent realised that I got charged the full price. I then contacted customer service via chat. Their answer was that the order had to be received within the month. The only option they gave me for delivery was the 1st of october when I ordered on the 28th of September. How fortunate for them ...”

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Posted 5 years ago

“You believe to have your account on pause. Yet they still send boxes that were not ordered. Be very careful. When you complain you are ignored.”

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Posted 5 years ago

“System is flawed, customer service is terrible. Fresh ingredients? Think again, ingredients are often mouldy or unusable. As smaller delicate ingredients are slung in bottom of the box whilst larger heavy ingredients are flung on top. Do not care about customers or their allergies. They will play with your money without your knowing so you get trapped. Not worth it at all. 0 customer care or service only smart arse answers.”

Helpful Report

Posted 5 years ago

“System is flawed, customer service is terrible. Fresh ingredients? Don't count on it, ingredients are frequently mouldy. Small delicate ingredients are slung in at the bottom of boxes whilst all heavier items are flung on top of them to damage and bruise ingredients below.”

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Posted 5 years ago

“We have ordered 5 boxes in total now from gousto, the first didn’t turn up, swift refund so let’s move on. The next turned up but was missing a key ingredient, again a small refund. 3rd box came no issues, hurrah! 4th box didn’t turn up, complain get told we will get a discount.... no discount applies to our 5th order. 5th order also didn’t turn up! Failure on 4/5 boxes. If you are after an easy, hassle free way of midweek dining then this ISNT for you... it causes more stress, we pay for late night deliver as we are both at work all day so when the box doesn’t turn up by 10pm it is then too late to go to the shops. Telephone lines close 7:30 so you can’t even talk to someone on the day. They then don’t respond to emails so you call, they then don’t honour their agreements (missing discount codes) and their refunds are straight to their online accounts so you are hooked in with no way of getting your hard earned money back. Fail Gousto! Hello Hello Fresh!”

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Posted 5 years ago

“Broken items in box, food out of date, items had to be thrown away. Customer service did not reply to email or any contact. Avoid this company. Looks like they are more interested in the idea of their brand than actually following through with the company ethos.”

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Posted 5 years ago

“Got conned into a subscription service when I thought I was buying a on-off gift. Customer service is very poor. Do not use this service.”

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Posted 5 years ago

“Took advantage of a sign up offer. I did not receive the food but instead received an emailing offering a discount on my future order. I'm not signing up as this company doesn't seem very trustworthy.”

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Posted 5 years ago

“I ordered my first box with 3 average meals. In a week time I noticed that £29.99 left my account again for another 3 meals. I believe I chose the 'one off option', therefore quickly checked my account to realise that they not only charged me for recipes that I did not choose or want, but it is coming in 3 days time and I cannot do anything about it. I straight away cancelled my account and requested a refund explaining the situation. Joshua out of the customer service team answered me saying that it was well explained what I signed up for and that I received an email to choose the new recipes, but as I did not choose anything, the chef went ahead and chose the new meals based on my preferences. He also said they are unable to give me a refund, but could give me 30 % back as a good will gesture. First of all: I chose a one off order, therefore no it is not fair to go ahead and charge me every week for something that I did not sign up for. Also, when I got an email to choose the meals I thought it was just them trying to get me to order again. I would have never imagined that they have the cheek to choose recipes for me and go like: since you did not choose, here you go. And the cheekiest of it all is him saying 'based on your preferences'. My first box only consisted meals that are vegetarian and pescetarian, because that is what I am. Then they chose spaghetti bolognese and chicken curry and say it is based on my preference is a bit out of order and very disrespectful. I will not take the box, thank you very much. They can keep my money, if they need it that much, but no thank you, I do not want to receive something that I DID NOT ORDER. What should I do with meat? Highly unprofessional. If the box is attempted to be delivered, I will refuse to take it. Disgusting customer service. It is a shame because I might have given it another go at some point, but now I will tell everyone how ridiculous of a company this is.”

Helpful Report

Posted 5 years ago

“I ordered my first box with 3 average meals. In a week time I noticed that £29.99 left my account again for another 3 meals. I believe I chose the 'one off option', therefore quickly checked my account to realise that they not only charged me for recipes that I did not choose or want, but it is coming in 3 days time and I cannot do anything about it. I straight away cancelled my account and requested a refund explaining the situation. Joshua out of the customer service team answered me saying that it was well explained what I signed up for and that I received an email to choose the new recipes, but as I did not choose anything, the chef went ahead and chose the new meals based on my preferences. He also said they are unable to give me a refund, but could give me 30 % back as a good will gesture. First of all: I chose a one off order, therefore no it is not fair to go ahead and charge me every week for something that I did not sign up for. Also, when I got an email to choose the meals I thought it was just them trying to get me to order again. I would have never imagined that they have the cheek to choose recipes for me and go like: since you did not choose, here you go. And the cheekiest of it all is him saying 'based on your preferences'. My first box only consisted meals that are vegetarian and pescetarian, because that is what I am. Then they chose spaghetti bolognese and chicken curry and say it is based on my preference is a bit out of order and very disrespectful. I will not take the box, thank you very much. They can keep my money, if they need it that much, but no thank you, I do not want to receive something that I DID NOT ORDER. What should I do with meat? Highly unprofessional. If the box is attempted to be delivered, I will refuse to take it. Disgusting customer service. It is a shame because I might have given it another go at some point, but now I will tell everyone how ridiculous of a company this is. Like someone else here said: Robbery at daylight.”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 45%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

Gousto Reviews