Gousto Reviews

Name: Gousto
Rating: 2.44

2.4 Rating 731 Reviews

32 %

of reviewers recommend Gousto

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2.4

Based on 731 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 believe they are taking on more custom than they can deal with. Last week I received no recipe cards this week I have had my order delayed twice, it should have arrived on Mon 11/1/21 but will now arrive Wednesday 13/1/21 which is great as I have ordered 4 x meals and all of them are supposed to be eaten by Friday 15/1/21. Also I had a late email (again) to tell me that one of the ingredients ( the mint sauce for the minty lamb) would be missing. Very poor service and when you ring they don’t really want to know.”

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Posted 4 years ago

“Like the other reviews gousto has seriously went downhill over the past 6 months!! The final straw was the fact my box did not even arrive. No contact from gousto to let me know or explain I had to contact them. Annoying under the current circumstances I had to go do a second food shop with my young child to get some meals in the house! No real apologies from gousto they just gave me a free next box which is really just a refund for the box i didn’t receive?? I have now cancelled my account and will never use again! I hope this company goes down the pan soon before it upsets and takes more money from customers.”

Helpful Report

Posted 4 years ago

“I have been getting Gousto for years now and have generally liked the convenience, variety and quality of meals. Having read the reviews on here I agree that standards are slipping. Food has a very short use by date and I have had rancid chicken a couple of times. The herbs, particularly coriander and basil are often unusable if you leave them a couple of days. I also have concerns over the amount of packaging. Today my box didn't even arrive, not for the first time. I was concerned when I didn't receive a text giving me a delivery time. We are self isolating at the moment and were completed reliant on the box. I phoned and was offered a refund and 20% off my next box. Not really what I wanted. I was asked if I needed another box this week and was offered a Friday delivery as the first they could manage. ( it is Monday today). No good! I have since looked up the courier info and according to that the box never arrived at the depot. My conclusions are that Gousto are a victim of their own success and cannot keep up with orders so are unable to meet their commitments.”

Helpful Report

Posted 4 years ago

“Been with Gousto for much of 2020 an the initial experience was good however slowly got worse as the year continued. The situation has culmininated in me closing my account as it has become apparent that after I had suspended my subscription and had no delivery for a few months, I received an email to say I was going to receive an order this week! More worryingly, there was a transaction that was deducted from my credit card (during the non active account period) for an order I did not receive the actual delivery for. Their systems indicates it was delivered i.e. they said I signed for it. When asking for they evidence, they were unwilling to provide it. When contacting customer services I was told there was nothing they could do. I have now deleted my account incl. all personal data... Hope they sort themeselves out but until they do I will be using an alternative service from a competitor....”

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Posted 4 years ago

“In the last few weeks they have lost the plot, shame were once a good company!”

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Posted 4 years ago

“I had been with them for three years. The first year was great - zero issues. In the second year I started experiencing missing ingredients - though not too often. In the third and last year I would be lucky to receive a box that didn't have missing ingredients, 'substituted' ingredients (most of the substitutions were terrible too and were obviously a cost cutting measure - for example, substituting cranberries with raisins - which they claim doesn't affect the dish?!!) or damaged/out-of-date/poor quality ingredients. At first I thought this was an isolated thing, but after talking to friends and checking the internet, it has proven to be universal. I guess their corporate policy is to cut corners to reduce costs and increase year-on-year profits. You can tell they deliberately lowered the quality too, by the change in their compensation system. You used to get human interaction, a fair bit of money as compensation, an investigation as to the failure and an apology. These days it's an automated 'here have £2.00 for us ruining your meal'. In the end I just left. It's far less hassle, less stress and cheaper to go out buy your own fresher ingredients. RIP Gousto - they were once a good company...”

Helpful Report

Posted 4 years ago

“Gousto were amazing for me and my family during lockdown from march. However, months and months in (Jan 2021), we've had problem after problem! boxes been thrown at the door so food being unusable and sachets of liquids bursting. Defeating the object if us not going into the shops. our box was cancelled the day before the delivery date which was 3 days before christmas! Unfortunately, I'm cancelling my subscription today as each week i'm not satisfied with something. I'm not normally one to complain but this has been months and no matter how many times i've tried to speak to them, the issues haven't been solved or explained.”

Helpful Report

Posted 4 years ago

“The convenience is unbeatable, having pre-portioned ingredients arrive on your doorstep without going to the shops is a definite plus. The recipes, on the whole (and with some tweaks), are pretty tasty. However the growing list of negatives and Gousto's complete indifference to resolving issues properly has finally forced us to cancel. - Some of the meat is absolutely awful quality. Particularly the chicken breast/thighs and beef strips. Clearly come from cheapest-of-the-cheap supplier. Recently, more often than not, the meat is scraggy offcuts and falling apart. Can look more like some leftovers from a petfood factory. Also had issues with unsealed packets, gone off meat, poor taste etc. - Questionable "sustainability". Excessive use of plastic sachets and overpackaging. - Very variable veg quality, from mouldy peppers to tasteless tomatoes and soft carrots. Potatoes and onions are often ridiculously small (onions more like shallots and potatoes the size of a plum). - Pretty much every box will have some damaged ingredients. And for stupid reasons, such as spring onions and herbs being chucked in underneath a load of potatoes and tins. - For beginners the recipes are a minefield and most have some sort of issue. Expecting raw potatoes to oven bake in 20 minutes, cooking components in strange orders, omitting key ingredients (but then adding unnecessary accoutrements). - The photos used for promos and the recipe cards are misleading. They clearly do not use the ingredients straight out of a box. For example the beef strips look like nicely trimmed steak when in reality you get something more like dog food. Herbs are always leafy and recipes suggest chopping the whole pack - in reality you get 30% woody stalk. - The final nail in their coffin is the complete and utter indifference when you complain. All you get is an automated part-credit (only a couple of quid), or a customer service agent who does the same and promises "to investigate". Then the same issue continues to happen week after week. I genuinely believe I never had to pay for a full price box due to the volume of issues / credits applied.”

Helpful Report

Posted 4 years ago

“Almost every box something has been missing, off, out of date or substituted for something else This weeks box Got email recipe card wont be in it. Got second email, mushrooms been substituted. Got THIRD email nan bread been substituted. Got FOURTH email...box will be delayed and arrive a day late. Account (a day later) now says box has been delivered. It has not. You took £47 from my bank account three days ago....where is my food???”

Helpful Report

Posted 4 years ago

“Shocking food , missed our delivery 2 weeks in a row , had to go shopping whilst shielding , then send us a load of ingredients that are damaged broken and leaking.”

Helpful Report

Posted 4 years ago

“I ordered Gousto in December 2020 for my family - 4 meals for 4 people. The whole experience was great. I ordered on the website, selecting 4 recipes including a couple of festive ones from the limited range. The box arrived promptly and the unboxing experience was good - all of the ingredients were nicely packaged and laid out. The inclusion of a free card folder (which I added on) and wooden spoon (a surprise gift) was a nice touch too! It became a family activity to prep and cook them, which was a lot of fun. And not having to shop for ingredients definitely made cooking a more enjoyable experience. The meals themselves were really tasty, particularly the Christmas dinner and brie and truffle linguine. Would definitely recommend Gousto to people, whether you're looking for a more convenient way to cook, want meal inspiration, want to eat better or something else. It's definitely something we'll be ordering more regularly going forwards.”

Helpful Report

Posted 4 years ago

“I've had Gousto for three weeks. The first couple of boxes were great and I've been recommending them to everyone. However, today my order just hasn't come, and according to the tracker it is not even with the courier yet. It's due today by 7pm (in time to cook the food). I have tried to get through to customer services but they don't seem to be operating. I would think if they are going to cancel they would at least get in touch. I can see from previous comments that this is a pattern. I can't help feeling they have treated me well as a new customer and now that I'm no longer new they just add me to the list of people to mess about.”

Helpful Report

Posted 4 years ago

“Can’t say that I’m very impressed, our first three boxes were fine (although the use by dates were very short). Box number 4 was completely wrong nothing like the recipes that I ordered, did receive a discount though so lived with it. Box number 5 started off by me being told of numerous shortages and substitutions but actually it just hasn't arrived at all, apparently it never made it to the courier company. Customer services were polite but not particularly helpful and I am seriously considering cancelling my subscription which is a shame because the recipes were quite interesting.”

Helpful Report

Posted 4 years ago

“Thought I had cancelled my subscription and had no delivery for a month, then out of the blue I got an email to say they had chosen for me. I mean this wouldn't have been the end of the world had they chosen dishes that I wanted! When contacting customer services I was told there was nothing they could do and I hadn't paused properly, the reason that I hasnt received meals prior to this was because they were busy due to the 2nd lockdown. I dont feel my complaint was resolved in any way, felt fobbed off.”

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Posted 4 years ago

“The food is fine, i like the recipes and the variety. However, i don't like the fact i keep getting ingredients missing and they don't advertise well enough on the app when certain recipes need special equipment e.g. a food processor. Sounds silly I know but there was one meal I simply couldn't make because of it and was really disappointed. Opened the box today to see there was a missing recipe, yes it's not a massive deal cause you can just use the recipe on the app but just getting fed up that I'm paying £38 a week with a box that isn't fully complete. Take better care when packing the gousto boxes gousto or you'll lose custom very fast. Also, I have to prioritise what I eat each day based on the use by dates. Usually the meat is fine but I would prefer to actually be able to choose by preference rather than worrying what day the meat will go off.”

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Posted 4 years ago

“As some others here have said, the short 'eat by' dates make these 'weekly' boxes useless. 75% of the contents of my boxes had eat by dates within 2 days of arrival! Customer services give a generic canned "we value feedback" type bs response and do nothing. Despite the spin about being fresh, this is really about Gousto getting meat closer to the expiry date cheaper from suppliers and pushing it out in these boxes. Bit of a con to be honest.”

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Posted 4 years ago

“No delivery yesterday and it says delivered on my app, was hoping it would be delivered today but it hasn't. No way to contact them either as phone lines are saying no body is available, not happy”

Helpful Report

Posted 4 years ago

“No new years eve delivery in spite of saying dispatched no phone call and no text to say why now no food for new years eve or day tried calling office but closed have also emailed but just generic we have received your email response really didn't want to have to go to supermarket during pandemic thanks gousto !”

Helpful Report

Posted 4 years ago

“No New Year’s Eve delivery, even though showing as dispatched. Very poor customer service. Thanks Gousto for no food on New Year’s Eve and New Year’s Day.”

Helpful Report

Posted 4 years ago

“I had a message saying it was delivered...but it hasn’t been. So no meals from Gousto over new year....brilliant! I also always seem to get a late delivery slot, between 5pm-7pm and it’s always delivered after 7pm which is really annoying!! Really fed up now and will probably cancel and try hello fresh instead.”

Helpful Report

Posted 4 years ago

Hi there, We are really sorry to hear this! Definitely not the kind of service that we aim to provide. If you could pop us a message through our help centre so that we can take a further look into this for you. Best wishes, The Gousto Team - Kai

Posted 4 years ago

Gousto is rated 2.4 based on 731 reviews