Name: Gousto
Rating: 2.52

“Sad to have left Gousto after approx 18 months. Pretty much every box has been damaged for the last few weeks, with seemingly fresh ingredients arriving mouldy. I get that damage can occur in transport, but it doesn’t go mouldy in a few hours. It’s a shame it’s gone downhill - they were incredibly useful during lockdown, but maybe a change of courier AND a rethink of box packing (fragile items going in last, maybe) would tempt me back.”

Helpful Report

Posted 2 years ago

Hi There, Thanks for taking the time to leave us this review. I'm so sorry that you found the ingredients were not as fresh as they should have been, the quality of our ingredients is very important to us so I will make sure that this is reported to our operations team to review with the suppliers. Again I apologise that we've let you down recently, I hope in the future we get the opportunity to demonstrate the usual high standards of service you should expect from us. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“tons of packaging, green leaves going off, sliced veg is oxidising and amount of washing up is the same - having 4 meals arrive with 2 days to use by isnt helpful”

Helpful Report

Posted 2 years ago

Hi Gary, thank you for your review. This issue is important to us too, that's why last year we removed over 100 tonnes of plastic from our boxes, which you can read about on our blog. And we’re not stopping there! Starting this year, we’re tackling a new challenge to make all Gousto-branded packaging reusable, recyclable or compostable by the end of 2022. Sorry to hear the ingredients received were unsatisfactory and the shelf life not suitable for your recipes. We would like to look into this further if you could please get in touch by going to http://www.gousto.co.uk/get-help. Thank you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“No delivery, no dinner…have also shelled out for kids lunches at school as box of four meals doesn’t feed family of six…they can’t even get anything here this week now to rectify the problem, compensation offered is to refund box (which didn’t get), epic fail considering this is supposed to make life easier when in fact it’s made it harder as now s on t have meals in and have to work all day!”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you never received the box that you ordered. This is not the level of service we wish to provide so can only apologise for this. I would like to take a further look into this for you and if you could please get in touch with us through this link http://www.gousto.co.uk/get-help/contact. Please also state my name for reference and I will be able to take a look into this further. Again, my apologies for the inconvenience caused by this and hopefully we can get this resolved for you. Best wishes, Nikita - The Gousto Team

Posted 2 years ago

“So sad, embarassed and hungry. What can you expect when I've waited for the food to come before 7pm and when I got the message that is was delivered, it is not even anywhere within my sight. I went to my next door neighbors and they didn't receive it either. Do you expect me to go knock on all the doors in my street? I am already embarassed asking the people next door. I am still waiting for the progress report from your agents of where my box is. Will I receive it? Nevermind. Refund is what I need right now.”

Helpful Report

Posted 2 years ago

Hi Pristine, Thanks for taking the time to share your thoughts and I'm really sorry about the issues with your delivery, and that you haven't had a follow up email from one of my colleagues. I'd love to get this rectified for you so could you please send me a message with the issue you had, along with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on https://www.gousto.co.uk/get-help/contact and select ‘Trustpilot/Review’ from the drop-down menu, I'll be able to help resolve this for you. Thanks! Zara - The Gousto Team

Posted 2 years ago

“A box that didn't arrive despite an alert from the courier saying it was delivered and signed for. Waiting for my money back as I will be going elsewhere. Left me with nothing for dinner tomorrow but was offered £5 off my next box. Almost laughable. Need to find a proper courier company- always a good start.”

Helpful Report

Posted 2 years ago

Hi Aine, Thanks for taking the time to share your review, I'm so sorry that you had such issues with your delivery. I'd love to get this rectified for you so could you please send me a message with the issue you had, along with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on https://www.gousto.co.uk/get-help/contact and select ‘Trustpilot/Review’ from the drop-down menu and quote my name, I'll be able to help resolve this for you. Thanks! Zara - The Gousto Team

Posted 2 years ago

“Left us isolating without meals. They “add discounts”, but take them off when an order is placed. Terrible communication, no call back, no email. Very poor. Avoid”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've not received your order! This is definitely not the standard of service that we aim to provide. I would like to assure you that any discounts/credit we apply to your Gousto account, will automatically apply towards your next order. If you can please get in touch with us through http://www.gousto.co.uk/get-help/contact and quote my name, I will then be able to chase this for you. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Should be -5 stars. Thought I’d try this as I am busy working and thought it would save time and money. New customer ordered first box, didn’t arrive. Rang them and they said they would update me, but haven’t heard anything. Demanding a refund and will not be using them..waste of time”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've not received your box and that you've not heard back from us. I would like to get this resolved for you, could you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email'. If you quote my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Terrible communication Box ordered as we had covid and isolating Box did not arrive and no communication what so ever Only when I called them (Philippines) was I instructed that they had a problem”

Helpful Report

Posted 2 years ago

Hi Tracey, Thank you for taking the time to leave your feedback. I'm truly sorry to hear that you did not receive your box and you did not hear from us resulting in having to contact us. I would like to assure you that we always aim to notify you as soon as we are made aware of any issues that could affect your box in any way. I’d really like to discuss your comments further, so could you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’. If you quote my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Smelly chicken time after time so we're done.”

Helpful Report

Posted 2 years ago

Hi Mike, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've received chicken that smelt foul multiple times, I would like to assure you that this is definitely not the quality standard that we aim to provide and this will be investigated thoroughly. I’d really like to discuss your comments further, so could you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’. If you quote my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Don't waste your money, service is disgusting Boyfriend bought this to try over our Christmas holidays and it is absolutely a waste of money. Do not purchase and eat fresh. Usually trustpilot reviews are fake positive because a friend works in media so will write on here to see if more reliable. It is all going downhill for this company. And when partner called about getting a different box as the ingredients were damaged, they made excuses upon excuses.”

Helpful Report

Posted 2 years ago

Hi Claudia, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you received damaged ingredients within your box. We would in this scenario issue credit or refund based on the value of the ingredients and how much it would cost to replace alongside compensation factored into this amount. We issue compensation because we currently do not have the facilitates to be able to send out replacement ingredients separately. If you would like to discuss anything further, please do get in touch with us through http://www.gousto.co.uk/get-help/contact. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Received an email on Christmas Day saying a box was due but if I did not update the recipes I would not receive a box. Good I thought it’s Christmas and I don’t like any meals in the menu that week. Decided to leave it to another day to deal with. Less than 24 hrs later an email saying they had selected the meals for me and here’s the bill. Oh and of course it’s Boxing Day so I can’t speak to anyone about it and when customer services are back in the following day it’s “too late to change it now”. Just can’t see how this is legal. Apparently signing up for subscription seems to mean they can do what they want ? Take money as they choose ?! Never ever again. I assume gousto feel getting £20 odd pounds from me was worth losing the next years worth of business from me.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've received a box that you didn't want. As per the reminder email that you received on Christmas day, this was to prompt you to either select your recipes or skip the box, as the box was not skipped, a chef's box was sent out. Furthermore, the subscription would have been explained during the sign-up process as well as the welcome email that you would have received upon signing up containing all of the necessary information. If there is anything else that we can assist you with, please do get in touch with us through http://www.gousto.co.uk/get-help/contact. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Only use Gousto if you're fine with being left high and dry without the meals you've chosen, and have plenty of time to do regular, last-minute online grocery shops. We've had boxes turn up at 10pm, or not at all, with no warning from Gousto or its couriers. So we've had to get takeaways, which, obviously defeats the purpose of signing up to a meal delivery service. Phoning to find out what's happening with your delivery gets you nowhere. The customer service staff are incredibly unhelpful. They always say they'll call back with updates, but don't. And they seem to be under the impression that a refund, and money off your next box, solves the problem of not getting the meals you ordered. HelloFresh, here we come!”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that your box was not delivered and there were no further updates from either the courier or us. I would like to assure you that we always aim to make you aware of any issues that could cause any delays or your box not to be delivered but we weren't able to do this, this time round. I do sincerely apologise for this. Furthermore, I would like to look into why no one followed up with you as this is definitely not the standard of service that we aim to provide. Can you please go to this link http://www.gousto.co.uk/get-help/contact, quote my name as well as 'Reviews.io' so that this links to me and I will be able to take a further look into this for you. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“I cancelled my subscription back in September. I’ve had an email from PayPal with a gousto payment of nearly £50 for a box I didn’t order, I didn’t choose, I had no reminder email or no correspondence from gousto to even know that it was an up and coming delivery time or date. I rang and he said we can see you opened an email with information about this order! Which is utter rubbish I haven’t had a single email- I’ve checked junk and my deleted to triple check and there is nothing I am currently off work poorly with 2 young children, I’ve been offered 40% refund but that’s not good enough. This is not a box I ordered or requested and I’m now nearly £50 down. The food is also of meals I wouldn’t of chosen. So it literally is money I can’t afford down the drain. I’ve literally just sat crying after getting off the phone. This isn’t good enough.”

Helpful Report

Posted 2 years ago

Hi Sofia, Thank you for taking the time to leave us a review. I am so sorry to hear about this. Can you please head to http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and select ‘Trustpilot/Google Review’ from the dropdown. Please also reference the email with your name, my name and "reviews io" so we can access your account and look into this for you. Once we have your details we can look further into this and see what we can do to make this right for you. I look forward to hearing from you. Best wishes, Penny - The Gousto Team.

Posted 2 years ago

“Our first box hasn't even arrived. We were given a 13 hour window and it still isn't here and hour after that window. Leaving us with bo tea for the evening a trip to the shop. Don't recommend at all.”

Helpful Report

Posted 2 years ago

Hi Charlotte, Thank you for taking the time to leave your feedback. I'm truly sorry to hear that you have not received your first box from us. This is definitely not the standard of service that we aim to provide. If you haven't already, can you please get in touch with us via this link http://www.gousto.co.uk/get-help/contact. Please state my name as a form of reference and I will be able to look into this further. Again, my apologies for the inconvenience caused by this. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“There has been a shocking change with this company over the last few months. We have been loyal customers for a couple of years. We have given them chance after chance as we loved the recipes and quality was good BUT The delivery service has let them down massively!! Yodel are the most distrusting courier service, stating they have delivered on their tracking and have later been tracked dropping box off miles away. DPD were the main courier before Yodel and we had no problems with them. Customer services have offered discounts to keep us and promised to monitor the delivery but have failed to get it right. We have had enough off the distressing anxious wait for our box to show up, sometimes saying it will be delivered up to 7pm on a Monday resulting in late night trips to the supermarket when we have children to feed, then having a 5 day wait to get the money back into bank. I have requested a manager call back numerous times with no joy!! Just not good enough. 5 missing boxes in total over the last 2 months. We really can not stay with Gousto, which we are sad about as the food is lovely :(”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've experienced a variety of issues in relation to your deliveries, I would like to assure you that this is definitely not the standard of service that you would expect from us and we will do everything that we can to ensure that these issues are resolved. I would really like to take a further look into this for you and if you could please get in touch with us through this link http://www.gousto.co.uk/get-help/contact. Please also state my name for reference and I will be able to take a look into this further. Again, my apologies for the inconvenience caused by this and hopefully we can get this resolved for you. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“We just starting using this company. Our first two boxes never showed up. We were able to track the orders via their chosen courier Yodel and each time it was out for delivery, then suddenly it would stop tracking and say that the order is incomplete and has been sent back to the sender. Such a shame that a company does business with such poor delivery service. Not to mention the huge waste of food, two boxes full of meat and veggies having to of been thrown away.”

Helpful Report

Posted 2 years ago

Hi there, Thanks for getting in touch and telling us about your experience. I am sorry to hear that you did not receive your first 2 boxes from us. This is not the standard of service you should expect from us. I'd like to have this looked into if it's not already been resolved for you. Please get in touch via the 'Help' section of your Gousto account quoting my name as a reference so we can take a look into this for you. Again, I apologise for the inconvenience caused by this. Please let us know if there is anything else we can help you with. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“I had 2 boxes with Gousto and in both boxes there were issues with quality and missing ingredients. I then decided not to not have a box as wasn’t impressed and hadn’t realised that after this another box was ordered for me. It states that it would be based on what you had previously ordered however what was ordered was not anything that I liked or at all what was previously ordered. I discovered this the same day they took the money and asked them to cancel which they refused. They gave some discount but still left with paying for poor quality goods that will just be wasted. I have now cancelled my subscription and am totally disappointed by the whole Gousto experience.”

Helpful Report

Posted 2 years ago

Hi there, I'm sorry to hear this. Our chef selection boxes are normally based on previous order history and any settings on your account, however, if you're are a fairly new customer our system may find it difficult to pick up on the patterns and tastes of the recipes that you prefer. We do send a reminder email before the cut off time for your next boxes so you have time to either cancel the upcoming box or make your own recipe selections. Once the cut off passes our system is very much automatic, in that as soon as 12 o'clock midday passes the payment is taken and the order is processed, we are unable to cancel or amend the order in any way. If you would like to discuss this further please do get in touch via the 'Help' section of your Gousto account quoting my name as a reference so we can take your details and investigate further for you. If there is anything else we can help you with please let us know. Best wishes, Jodie - The Gousto Team.

Posted 2 years ago

“Ordered my first box of 4 meals for 2 people to be delivered tomorrow only to receive an email to say 3 out of the 4 meals must be eaten by Sunday and the other on Monday. I was hoping to space them out during the week before my next order. The ingredients can’t be fresh with such a short shelf life. I wont be ordering again and have cancelled my subscription ,so you have failed before I have even started .”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for taking the time to submit your review to us. I'm very sorry to hear of the disappointment which has been caused on your last box, this is certainly not the standard that we want to provide. Just to let you know, you can see the recommended use-by dates for every recipe on our website. Many customers find this helpful when making their recipe choices so that they can plan ahead. (You can find this by clicking on the recipe title in the Choose Recipe page). I’d really like to discuss your comments further, so could you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and select ‘Trustpilot/Google Review’ from the dropdown. Best wishes, Helen - The Gousto Team

Posted 2 years ago

“We signed up for a offer of £17.50 for the 1st order and you have taken this and another payment for £34.99 why ?”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for taking the time to submit your review. When an order is placed a pre-authorisation is done on the full box price to make sure that the card is in date and is active(please be aware that this is a pending charge and no funds are taken at this stage) The physical payment would then be taken which will have any credits or promotional rates added on (this would be the correct cost that is taken) You will see the pre-authorisation charge appear back in your available balance. I can certainly check this over for you just to make sure this is all ok for you, could you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and select ‘Trustpilot/Google Review’ from the dropdown. Best wishes, Helen - The Gousto Team

Posted 2 years ago

“Being new to Gousto (only 4 weeks), we decided to give it a break. However we had not realised that unless you cancel your subscription, Gousto order for you. We are due to receive a box today of items that we do not and would not eat. Tried contacting Gousto but very poor response. Total waste of food and money!!!!!”

Helpful Report

Posted 2 years ago

Hi Caroline, Thanks for taking the time to leave us a review! I'm sorry to hear you're receiving a box of recipes you were not expecting. We ask customers skip any boxes they don't need/want, or pause their subscription if they prefer a longer term break. If a subscription remains active at the cut off point, a chefs choice will be sent in line with the subscription settings. I understand you've already been in touch with our customer care team, however if there is anything we can help you with, please drop me a message along with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on https://www.gousto.co.uk/get-help/contact and select ‘Trustpilot/Review’ from the drop-down menu and I'll be able to help! Thanks! Zara - The Gousto Team

Posted 2 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