Name: Gousto
Rating: 2.51

“Within 6 months I have had 4 boxes not delivered (even though the app states "delivered", possibly help with stats reading well?!). Each time I was offered the price of one meal as credit, all I really want is a box the next day as the family meals have been planned around this. I escalated my complaint but was never contacted. With the latest missed box Gousto actually knew about an issue yet did not email me even though they had emailed other customers. I phoned to complain and again escalate my issue to be told I would be contacted the next day, 8 days later still no contact. Oh, and still no refund. When I eventually recieve my refund my account will be closed. Shocking customer service, Hello Fresh a much better alternative.”

Helpful Report

Posted 2 years ago

Hi Ben, thank you for your review. I am sorry to hear of the issues you have experienced with your recent deliveries. I am also sorry these concerns have not been dealt with appropriately and you are still awaiting a suitable outcome. I would like to look into this further for you to ensure everything is resolved. If you could please get in touch by going to http://www.gousto.co.uk/get-help and using the review drop down and stating my name. Thank you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Had contacted Gusto and paused my subscription for one week as out of home for a week. Customer service asked me to place my order latest by Sunday with no mention that the cut off time was 12 afternoon. Travelled back home and logged on to Gusto to see that a box has already been ordered and the money taken out. Called up customer service and told them I was not happy with the box selection as don’t need vegetarian options. They have offered me 50% discount on the box but I donot have the option of changing the selection made on my behalf by Gusto.I order non vegetarian options for my son and husband cause I don’t cook fish. If I was informed by the customer service that 12 noon was cutoff , I would have acted accordingly. I have terminated my account with Gusto and am very disappointed .”

Helpful Report

Posted 2 years ago

Hi Priya, Thank you for taking the time to leave your feedback. I am really sorry to hear this. We would have sent a welcome email when you signed up with us explaining the whole process and providing you with key information such as the cut-off dates and times as well as what happens if you miss the cut-off point. Unfortunately, we would not have been able to make any amendments at this stage as the order would have locked into place. I do apologise for this. If there is anything further that you would like to discuss with us, please get in touch through http://www.gousto.co.uk/get-help/contact and we will be able to help. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“My partner ordered from gousto today. Box did not arrive. E- mailed them, said they wold get back to me. Never did!!!!”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm truly sorry to hear that you have not received your box and that you did not receive a follow-up email. This is definitely not the standard of service that we aim to provide. I would like to investigate this further. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’, mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Had a box delivered whilst out, which was left at the front door, on the street. Have written and spoken to Gousto, on five separate occasions about this. No response! Customer careless!”

Helpful Report

Posted 2 years ago

Hi Paul, Thank you for taking the time to leave your feedback. I'm really sorry to hear this! This is definitely not the standard of service that we aim to provide. I would like to investigate this for you and get to the bottom of what has happened. Can you please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’, please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Absolutely shocking service! Been with Gousto for +2 years. Used to have my delivery on Sundays (pre-pandemic) - had regular issues with missing ingredients. Thought it was just a problem with their weekend packing staff. When the pandemic hit, I've switched to a Tuesday delivery, which was provided by Yodel - I raised my concerns straight away, but was assured that Yodel is much better now. And for a time it was OK. Boxes were delivered very late (1700-1800) , but at least the would arrive. The past month I had issues where the boxes would not be delivered at all and marked "left in safe space" or "put through the letter box" - as I am working from home, there wasn't even a delivery attempt. Every time I would call the customer service team, I would be promised a call-back - that would never happen. After a few hours I would have to call back myself. One occasion I was sent a picture of some random garden where the box was left and had to go out and snatch the box out of the garden from some random person on a street close-by. On other occasions the boxes would just vanish with no picture from the courier. No actual investigation from Gousto side has been done. So done with this company and the inconvenience this is causing...”

Helpful Report

Posted 2 years ago

Hi Seb, First of all, thank you for taking the time to share your experience with us. I can't apologise enough for the disruption you've had to your Gousto boxes from missing ingredients previously to your orders not being delivered to you correctly. As you know from your years as a loyal customer, this is not our usual level of service. We're doing everything we can to overcome these challenges, and we really appreciate your patience. 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', please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“SCAM!!! TAKE MONEY OUT OF YOUR ACCOUNT WITHOUT PLACING AN ORDER SCAM!!! We have had 2-3 Gousto boxes and the quality of produce is pitiful. Some items go out of date in a very short space of time and portion sizes (especially the meat) are pitiful. We have now been charged by Gousto for a box that we hadn't ordered. We contacted the customer service who were by no means helpful and simply told us that we had placed the order which is 100% false. Terrible Food, Terrible Customer Service, Terrible Company!!!”

Helpful Report

Posted 2 years ago

Hi there, thank you for your review. Just to confirm, Gousto is a flexible subscription-based service. If you have an active subscription, we ask that you either choose your recipes or cancel the order before it is processed (at 12pm, 3 days before your delivery day). If this has not been done, our chefs will choose recipes for you based on your account settings. If you don’t want an active subscription, you can pause via the ‘Subscription’ tab in your account. So sorry you feel the quality of the ingredients received have been unsatisfactory and I will be alerting our operations team to look into this with our suppliers. If you wish not to receive weekly orders or orders on a frequent basis, you can put the account on pause by going to the subscription tab and then just order one off boxes when required, so you do not need to remember to skip or be sent a box with recipes that may not be suitable. Alternatively fully cancelling the account can be done via the details tab. Once again so sorry for any inconvenience caused. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Terrible company. My first box had missing and damaged ingredients, which Gousto only refunded as credit, so you have to pay to replace. Second box didn't even arrive. So no food for the week as they can't deliver another box to replace After speaking to online chat, asking for a refund, and saying we didn't want to order from them again....they send us another box and charged us £40 for it. Apparently, we were not specific enough in our cancellation request...! Only offered 50% refund. Smug customer service. Will never touch this company again. Ever. And when you look online, a lot of people are saying the same”

Helpful Report

Posted 2 years ago

Hi Kris, Thank you for your review. I am so sorry to hear your first box had missing and damaged ingredients. Unfortunately due to using external couriers we're unable to send replacements so do honour a refund or credit for the value of these ingredients. Sorry you did not receive your second box and there was some miss communication regarding the status of your account, if the account was left active and an order was not chosen or skipped we do send a chef selection box, once again I do apologise if this was not made clear and there is the option to pause the account or fully cancel. If you would like me to double check your account and help with anything else please do get in touch by going to http://www.gousto.co.uk/get-help, please mention my name and I will be happy to help. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“I cancelled well in advance of my cut off date. Gusto still sent a box, they said because we had chosen recipes, which we did 4 weeks previously, the cancel won't take effect. I have proof in emails showing I cancelled in time, and they admit this. They just say that I can't have meant to cancel because we had recipes picked. The email I got after cancelling said I wouldn't receive any more boxes. They charged £50 and sent a box we didn't want or need. Use hello fresh, they have excellent customer service. This is not an easy one to cancel, they want any excuse to keep charging you.”

Helpful Report

Posted 2 years ago

Hi Dave, many thanks for taking the time to leave us this feedback. So truly sorry about the situation with your subscription and the unexpected order! Generally, if recipes have been chosen and saved for an order, turning off the subscription shortly after wont delete the order in question. For your case it sounds as though you would have needed to click into the order itself, then select 'cancel.' We do try to make this clear in all emails, especially the email confirmation you would have received from turning off the subscription (it states that if you have any pending / confirmed orders, you will need to manually cancel those if you wish). I would be happy to look into your comments further, If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into further for you. Best wishes, Sarah - Gousto Team

Posted 2 years ago

“Why do you sell your eggs in individual packing... waste of trees and environment not needed cardboard”

Helpful Report

Posted 2 years ago

Hi Samantha, Thank you for taking the time to leave your feedback. Our eggs are packed individually to ensure that they are protected during transit so there is a very small chance that they will break. The packaging that the eggs do come in is fully recyclable. I will also pass your feedback onto our team to look into this further. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“So it all started great, however, deliveries are often late, meaning you are left with mouldy food. It’s really not worth the subscription!”

Helpful Report

Posted 2 years ago

Hi There, Thank you for your review. I am sorry to hear about your deliveries arriving late and the ingredients being unsatisfactory. I would be happy to look into this issues further for you. If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into for you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Half way through my second box and the quality of the meat is so poor, chicken breast are about half the size of a standard breast, mince is like the consistency of dog food. Won’t be ordering again.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for your review. We're sorry to hear that the meat products you have received from us have not been satisfactory, as we pride ourselves on delivering the freshest and best quality ingredients to your door. I do apologise for any disappointment. I would be happy to look into your comments further, If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into further for you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Gousto have defrauded me out of £47. I resubscribed to Gousto yesterday 7/7/21, selecting to receive my first box on 18/7/21. Today I received a notification that my box had been chosen by a chef and was arriving 11/7/21. I then went on my app and saw that I was also due for a box to arrive on 12/7/21! I cancelled this box straight away but too late for the 11/7/21 which I am told 'cannot be cancelled'. I never signed up to this box and do not want it. Customer service are refusing to give me my money back.”

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 this has happened and it sounds like there has been some kind of error which I would like to take a further look into for you. If you could you please go to this link http://www.gousto.co.uk/get-help/contact. You will then be able to get in touch with us via email. Please mention my name and I will then be able to take a further look. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“Very poor customer relations, after taking in one of your boxes for a neighbour who failed to collect it, and one of them became very verbally abusive when I asked for the box to be removed from my home, I telephoned customer services on two occasions to ask for the box to be uplifted, on both occasions I was told to dispose of it, but I said that I didn't wish to do that as I could be accused of witholding the box and also I had several health issues and was concerned that as the box had been in my home by now for four days I thought that the contents may be starting to decompose raising environmental health issues. The last services adviser I spoke to was adamant that their couriers only deliver, they do not collect or return. be sure that you don't need to return anything.....it won't happen. This is an edited version of what I really think.”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had to endure verbal abuse from one of your neighbours when you have asked for their box to be removed off your property as well as the courier not being able to retrieve the box. The courier would be able to retrieve the order on the day of the delivery, however, they would not be able to do this after the day of the delivery. If you could please dispose of the contents as it does contain fresh food. I would also like to assure you that you will not be accused of withholding the box. My sincerest apologies for this and for the inconvenience caused. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“Outragreous I have tried to cancel my subscription on their app which does not allow you to progress beyond choosing that option. I have gone back in several times just in case it was a one off issue with their app, but no it doesn’t even offer up the help on the app; very suspicious that anything to do with cancelling is not available. I have emailed several times over a period of months to ask them to confirm the total cancellation not even to just pause and in the meantime I have to keep skipping the deliveries to avoid further orders I don’t want . They NEVER acknowledge ; disgraceful. Other competitors are so superior to this in every way, not just the customer service but also the freshness of the ingredients. How do these businesses survive behaving like this ? Astonishing.”

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 some issued with stopping your subscription. I would like to take a further look into this for you and get to the bottom of this. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and mention my name, I will then be able to look into this for you, Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“What a disappointment your customer service team are. I've got moldy food and you won't refund the cost of my meal, only the cost of the item which is moldy. You've lost another customer, but that doesn't appear to concern you. I shall be putting a claim in with PayPal against you.”

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 have received an ingredient that is mouldy. We do issue credit for the affected ingredient in hopes that you are able to replace the affected ingredient and still be able to make and enjoy the recipe. On the occasion that you were not able to replace the affected ingredient, please do let us know and we will be able to review this for you. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and mention my name, I will then be able to take a further look. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“I have contacted customer service 3 times now that money been taken from my account, they have said it’a only pre auth for what? Not sure…I have canceled my subscribtion still got charged. Customer service only says they will do and they will solve the issue, I have loged in online, and nothing has been done.”

Helpful Report

Posted 2 years ago

Hi Vio, Thank you for taking the time to leave your feedback. I'm really sorry to hear that this is the case, usually, the pre-authorisation is voided automatically and if this has not happened we are able to void this manually from our end. If you could please go to this link http://www.gousto.co.uk/get-help/contact. You can then click on ‘Contact us by email’ and then mention my name. I will then be able to investigate this further for you. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“I checked the tracking at 5pm and the deliver driver was in Downham (fair enough), its now half 7 and having gone round bromley and my house is now back in Downham. I think the food is great, but the deliver is very very poor. I have called three times and twice an American man was very helpful but a lady put the phone straight down on me. Chicken has now been in trainset for over 12 hours.. concerning to say the least.”

Helpful Report

Posted 2 years ago

Hi Hannah, Thank you for taking the time to leave your feedback. I'm so sorry to hear that you have had such a poor experience with our couriers, this is definitely not the standard of service that we from our couriers. I would also like to apologise for one of the agents putting the phone down straight away, this should have not happened and I would like to get this investigated further. I can assure you that as long as the ice packs have not melted and the chicken is still cold alongside the other items in the cool box, the chicken should be completely fine to use. If you could please go to this link http://www.gousto.co.uk/get-help/contact, please mention my name and I will be able to get this looked into further for you. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“My last box arrived at 10.30pm at night on an extremely hot day. The box had clearly been sitting in a non-refrigerated courier van all day. I contacted customer services about the late box and said they’d confirm when the box would be with me via email, they never did and then the courier expected me to open my door at 10.30pm at night! Emailed gousto as the meat didn’t feel cold enough and they couldn’t care less if they have food safety issues. In my third email to them I clearly requested details of their complaints procedure and ombudsman details which they have not responded to and that was 3 days ago. I have since paused my subscription given a good company doesn’t want to deal with food safety.”

Helpful Report

Posted 2 years ago

Hi, thank you for your review. I am really sorry to hear that you were not able to use your Gousto box due to the contents being warm. I would like to look into this further for you so we can also raise this issue with our depot team and to work towards preventing this from happening again. Please could you contact us through the help section of your Gousto account/our webpage? and mention my name and that you initially got in touch via reviews. Best wishes, Fadumo- Gousto Team

Posted 2 years ago

“Apalling.service. completed a first order of 4 meals that i was greatly.looking forward too. I m currently undergoing chemotherapy so i believed this would be a quick , easy method of delicious , healthy food. My order day arrived , no items delivered. At this point i had very little in for dinner as i was counting on the meals arriving. At 8pm still no sign , when tracked the order it said that it.could not deliver due to the contents ??????????? Gobsmacked to say the least. Have written an email to Gousto but as yet 24 hours later no reply. Shame as I had heard great things but.i would be very reluctant to use again”

Helpful Report

Posted 2 years ago

Hi, I am so sorry to hear of your negative experience, and would like to look into what has happened with your delivery. If there was a 'contents' issue my understanding is that the box may have suffered damage in transit, but we can confirm this. If you haven't received a response from us as yet, do please come onto our live chat so that we can instantly help resolve this issue. I am truly sorry for the inconvenience and disruption this has caused you. Robin

Posted 2 years ago

“recipes are great, delivery effective and packaging impressive but OMG customer service abhorrent. Rude and inefficient online chat host and no easy way to contact customer service. The website is all over the place if you want anything outside ordering and there is no easy way to contact customer service.”

Helpful Report

Posted 2 years ago

Hi Rita, Thanks for taking the time to leave us your feedback. I'm really sorry to hear that you've had issues and would really like to be able to investigate this further 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. I'll help with this and you’ll come through to me. Best wishes - Robin

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