Gousto Reviews

Name: Gousto
Rating: 2.41

2.4 Rating 744 Reviews

32 %

of reviewers recommend Gousto

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2.4

Based on 744 reviews

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

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Lee

Vanesa Verna

Gousto 1 star review on 19th November 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I recently skipped a week before my cut off time of midnight on Tuesday. On checking my bank account I found that I had a payment pending and applied to my bank account on the Tuesday. I have queried this with Gousto as my understanding was payment was applied for 3 days before delivery is made and by my calculation that would be on a Wednesday for a Saturday delivery. Not so according to customer services! They state "Payment was not taken before our order cut-off point. We conduct a pre-authorisation payment check 24 hours before we're due to take a payment from you, which is essentially us notifying your bank that you have an upcoming payment. At this point, most banks will place the funds for your payment on hold, which for most banks, means the payment will show as 'pending' in your account. This is the case up until payment is actually taken". I little confused as previous payments have left my account on a Thursday. Despite their assurances that payment had been voided be warned it can take up to 7 days for this pending payment to disappear from your bank account and funds be released. I emailed customer services and have asked for my account to be cancelled and closed as I was only able to pause deliveries via the app. Their replies are very prompt and the food fairly good but the issue over pre applying for payment before I've reached my cut off point is unacceptable. And to top it off the email I received confirming the cancellation is entitled "So long...farewell". Maybe they might want to rethink this title - Sorry to see you go might be a little more customer friendly.”

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Posted 6 years ago

“Love love love Gousto.. love how easy it is to follow, love the choice of meals, love receiving my well packaged presented box of food. Always on time as specified, kept up to date with emails.. the only slight down fall, is the length of life in some of the meats, as I buy 4 meals for 2, I Don’t always use straight away, and the life length is relatively short.. otherwise no complaints here!”

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Posted 6 years ago

“My account was on pause and they sent a box saying my account was reactivated and basically said l was lying food that was in the box we don't eat after many phone calls gave me 30% off. I told them to close my account and never wanted to hear from them again customer services quite rude. Two months later l get a letter informing me l owed them £34.99 from a box in May. I rang to say how could l owe this as they had my card details up until July they gave us some flim flam about using a different e-mail address an account from a couple of years ago l am so fed up going to pay this under duress and how l looked at it the 10% they give you off your first 3 boxes they claim back . Please be aware keep a log of how many boxes you receive and how many you pay for. I do not recommend Gousto to anyone and would have put zero stars if it was possible”

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Posted 6 years ago

“Excellent choices... Great fresh food... Always been very happy... 👍”

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Posted 6 years ago

Hi Rebecca, Thank you so much for taking the time to share your experience with us and it's great to see we are genuinely impacting lives! We're really happy to hear that you love our service and that makes us smile! Best wishes, The Gousto Team

Posted 6 years ago

“First delivery was great but arrived too late to use on that day (8pm). Second delivery failed to arrived even though it was marked as delivered in the Gousto app. Contacted Customer Services (off shore call centre) and it took 50 minutes to get out of them that I'd have to reorder for delivery on the following Tuesday (delivery was scheduled for Thursday for 4 meals to take use through the long bank holiday weekend as we are in quarantine). No real apology but offered a 25% credit... Really poor customer service and has left us in the lurch. I could understand if the odd delivery is missed but not having a plan B if that happens and not having a solid customer compensation offer is really poor. Will not be going with them again.”

Helpful Report

Posted 6 years ago

Hi there, Thank you for your review. We're sorry to hear that you have had a poor delivery service, which has left you with an unpleasant view of us! If you could kindly get in touch with us through the help section of our Gousto website, we would like to look into this further for you! Best wishes, The Gousto Team

Posted 6 years ago

“I am so glad reading through reviews that it’s not just me! First couple of boxes were great, enjoyed the recipes and with the exception of some rotten garlic all produce seemed nice and fresh. My third box was disgusting, missing, rotten or out of date produce meant that we couldn’t even cook one recipe without heading out to the supermarket (which really defeats the purpose of this service!) when I contacted “customer service” I was offered £2! That didn’t even cover the cost of what we had needed to spend to make the recipes work! I thought I’d give it one last shot, and this time despite my choosing recipes they are sending me something completely different (two recipes I really do not like either!) contacted “customer service” again. Despite it being on the day of the deadline they refused to cancel the box, change it OR refund it. I was then patronised beyond belief - I was supposed to have a credit issued on this box due to the errors on the previous box which never happened. I attached a bank statement with the amount taken from my bank - and I was basically called a liar and told they had issued me with a credit! They have point blank refused to give me the complaints procedure or to speak to a manager - in fact I am now being ignored completely AND having to pay for food I don’t like! This is hardly what I’d call service! If you’re thinking of Gousto - here’s my advice... DON’T. There is no service. The food is clearly packed into a box three days before it is delivered meaning that you will always run the risk of produce being rotten or out of date - but that’s if they bother to put it in your box at all. Yes, there’s some nice recipes. Yes, the initial discount is quite appealing. But overall, I think there will probably be a lot better subscription services out there. Problems are clearly not rectified and it seems like an operation that just has no clue as to how to please and retain a customer! AVOID!!”

Helpful Report

Posted 6 years ago

Hi there, Thank you for your review. We're sorry to hear that you have had such a poor experience with our customer care team. We would like to get this resolved for you as soon as possible! If you could send us some additional information through the help section of our website. We will do everything we can to get this rectified for you. Thank you again, for bringing this to our attention. Best wishes, The Gousto Team

Posted 6 years ago

“Food, recipes good, presentation excellent, BUT customer service and attitude to any problems is diabolical, just dreadful. Rude, unhelpful, no complaints procedure, no senior management concern.”

Helpful Report

Posted 6 years ago

Hi there, Thank you for your review. We are sorry to hear about your poor experience with our customer care team! If you could please send us some additional details through the help section of our website Gousto.co.uk/help we will do what we can to make this right! Once again, we do apologise for the poor experience you have had with us. Thank you for bringing this to our attention. Best wishes, The Gousto Team

Posted 6 years ago

“I have now deleted my gousto account I used Gousto solely for convenience. I've been using them on and off for ages now but never again after shocking service. I ordered my latest box to arrive on Saturday 22nd of August. It arrived today mid zoom meeting. This wouldn't have been such a big issue if that was the only problem. However all fresh salad items are off. The ice packs have both melted and after 48 minutes of customer services I'm offered a 5 pound credit. I was also refused their offical complaints procedure on 5 different occasions. I have now deleted my Gousto account.”

Helpful Report

Posted 6 years ago

Hi there! Thank you for your review. We're sorry to hear about this and want to help. If you can please send us additional details. The best way to get in touch with us would be through Gousto.co.uk/help. We’ll do our best to try and make things right. We’re sorry this happened, and thank you again for bringing it to our attention. Best wishes, The Gousto Team

Posted 6 years ago

“Would give zero if I could. Still waiting a manager call back”

Helpful Report

Posted 6 years ago

“We have really enjoyed Gousto so far, great flavours and we have learned loads of new cooking techniques and regained some idea of portion control.”

Helpful Report

Posted 6 years ago

“Week 1 - arrived at 8.15pm despite being told it would arrive between 8am and 7pm Week 2 - cucumber with full middle missing Week 3 - 22.04 and still no delivery now being delivered a day late tomorrow, imagine after a day and night in a van that it’ll be defrosted Their customer service is awful too, never refund just add £3 voucher!”

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Posted 6 years ago

“Love my Gousto boxes. Food is tasty and super easy to make. Ingredients is good quality. Quick l, delicious and convenient. We highly recommend”

Helpful Report

Posted 6 years ago

“To follow the recipes gives a whole different slant on how to use ingredients I already have in my store cupboard. It is quite exciting.”

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Posted 6 years ago

“We are on our fourth box and there hasn't been one we haven't enjoyed. We used to eat out a lot and were getting bored with eating the same things each week since lock down. Gousto brightens our week.”

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Posted 6 years ago

“We love Gusto. Food is fresh and the recipes are very tasty. It’s so nice to try different things. The instructions are very easy to follow. It’s great to have all the shopping and planning taken away”

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Posted 6 years ago

“Simple and tasty. I’ve never enjoyed cooking but Gousto has given me confidence to try new flavours and learn how to make things. Thank you Gousto!”

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Posted 6 years ago

“Gousto has been a lifesaver during this very long lockdown period. Having fresh food delivered every week by a friendly courier man has been a highlight of my week - sad but true ;-). Not having to go to the shops or figure out what to cook each night has made life a lot easier. Thanks Gousto”

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Posted 6 years ago

“Is it possible to have meals that are not so spicy for elderly people”

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Posted 6 years ago

“Very good service with fresh ingredients.”

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Posted 6 years ago

“Found a feather in my meal? Contacted them 4 times and promised to contact me but as yet nothing!I have photos and kept said meal expecting them to want analysis but obviously not !I think it came in the spinach and although it was washed I failed to notice it until I was eating .”

Helpful Report

Posted 6 years ago

Gousto is rated 2.4 based on 744 reviews