Gousto Reviews

Name: Gousto
Rating: 2.44

2.4 Rating 727 Reviews

33 %

of reviewers recommend Gousto

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Metrics

2.4

Based on 727 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Extremely poor levels of customer service and on going issues with delivery. Any reported issues are left unresolved and circulating in an on going system of review in the customer care team. I would not recommend this company”

Helpful Report

Posted 4 years ago

“Unfortunately I cannot leave zero stars. I have enjoyed 3 Gousto boxes and then I cancelled a few weeks because I knew that I wouldn’t be eating at home (holidays and shifts work etc). I received a box on 7th September despite cancelling the order. I would have just kept the box because I had been happy with the products previously, however I am a coeliac and every item in the box contained gluten so I couldn’t eat any of it. When I contacted customer service I was told that I had to pay half of this box because it had been dispatched, so I have had to pay for food I didn’t request and cannot eat. It’s such a shame because we had enjoyed some of the meals but I don’t trust them enough to order from them again.”

Helpful Report

Posted 4 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”

Helpful Report

Posted 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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!”

Helpful Report

Posted 4 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 4 years ago

“Not got a delivery scheduled now till 24th of august. They have took £25 out of my account and no order has been placed. Do not use. Stay well away”

Helpful Report

Posted 4 years ago

“What a joke! Flour and Turmeric for the fish and chip batter mix?! No liquid? Pathetic excuse. I’d rather have my dads sandwiches, AND there full of butter, yuk! Rob was right! Wait till you smell the bacon then come down! At least teddy’s allowed upstairs at the weekend! Shove the fish and chips up your arses.”

Helpful Report

Posted 4 years ago

“Our 1st order is coming later today (Thursday) all 4 dishes we ordered from email sent from them says they will be out of date by Monday & had already planned dinner for 2 days. Very short life so be prepared to have to eat the meals as soon as they are delivered. If they were that fresh, they would last longer. Cancelled any further orders.”

Helpful Report

Posted 4 years ago

“took 47 quid for a box I didn't order and STILL no refund!!”

Helpful Report

Posted 4 years ago

“For the second time now they took £47 from my account of which av never ordered this food was thrown out av no idea What the second is I would like my money back”

Helpful Report

Posted 4 years ago

“The service used to be great but this changed majorly. They paused my subscription for four months due to coronavirus and reactivated our of the blue without my permission, refused to give me full refund, I agreed to 50% refund a months ago. Refund is still not processed and they stopped responding to my emails. On top of it their delivery driver refused to comply with coronavirus rules in our development, threw a box at reception and upset the lady at the reception to the point she called me in tears to complain. I reported this to gousto, they promised to investigate and again never got back to me despite three reminders. I am done with this company for good.”

Helpful Report

Posted 4 years ago

“Placed my order on the app, my orders always come on a Tuesday. I received a n email saying that it is now coming on Saturday... I rang to ask 1. Why this had happened and 2. For the order to be moved to arrive on my usual Tuesday slot. I was told this would be impossible,I have now cancelled my Gousto account, can’t believe customer service cannot action a change like that. To make it worse, I am away Friday-Sunday and so this order will just sit on my doorstep and go to waste. I HAD liked Gousto up until this point but I can’t believe they are so unhelpful for what should be a quick fix.”

Helpful Report

Posted 4 years ago

“Absolutely disgusted with this company. I paused my subscription as I can’t afford to use them due to the coronavirus. Somehow they have re-activated my account and charged me £47.00 for a box of food I haven’t picked. I don’t even like any of the food being delivered!! After calling customer services to cancel the order from arriving tomorrow I was told I can’t cancel it but they would give me a discount. I DONT WANT A DISCOUNT OR HE FOOD DELIVERY I JUST WANT MY MONEY BACK. I explained there is no way I would ever let someone else pick food for my family so why had this happened?? Still no further forward, £47.00 down in bank account and food arriving that none of my family like l. Absolutely FUMING 😤”

Helpful Report

Posted 4 years ago

“I cancelled my deliveries and still had messages saying you have 5 days to Complete your order?? What order?? This happened until it got down too 1day left , then the next day they took £34.99 out of my account with out my authorisation! Who the hell do they think they are taken money from my account when I haven’t even picked any meals or made an order?? Leave well alone once your in with them it’s hard to get out and takes another 5/7 working days for a refund! This also happened to my daughter twice , next time ombudsman for a crooked company!”

Helpful Report

Posted 4 years ago

“Not used them for a while as the quality is just not as good as it once was but thought i may give it another go....however...Gousto took the money out of my bank account for an order i did not complete i changed my mind and left the page (be careful). Now got it cancelled but need to wait 3 to 5 days for the money to go back into my account. Now complete cancelled will never use them again. DONE”

Helpful Report

Posted 4 years ago

Gousto is rated 2.4 based on 727 reviews