Gousto Reviews

Name: Gousto
Rating: 2.52

2.5 Rating 675 Reviews

35 %

of reviewers recommend Gousto

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2.5

Based on 675 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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Vanesa Verna

Gousto 1 star review on 19th November 2022

Anonymous

Anonymous // 01/01/2019

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

“Had some good meals but unfortunately 75% of the time ingredients were missing”

Helpful Report

Posted 3 years ago

“Don't even bother looking at gusto as an option! They start out well but sadly they can not sustain this! My last box had a full recipe missing plus other bits of other recipes missing. I now have to take my hungry 17 month old son out in the snow to the supermarket as we have nothing for his tea thanks to gusto! I'm appalled at their lack of understanding and empathy. When you ring and speak to "customer services" you get told you have their sincerely apologies but that's all they can be bothered to give you. Horrendous customer service and terrible all round service! Try Hello fresh or one other the other box delivery services as they can't be as bad as Gusto.”

Helpful Report

Posted 3 years ago

“Similarly I ordered a box and paid £24. I unexpectedly received another box of food the following week which I had not ordered but which Gousto had deducted another £24 for. I have just spoken to them and so far they have refused to return my £24 saying that I had subscribed...which I had not. Then I was told I had been sent an e-mail which told me that if I didn't decline they would choose another box of food for me and send it!!!! On reading those e-mails I discovered that this is in fact what happened. How is this right? I believe this to be a fraudulent and deceitful way to conduct business and will be contacting trading standard if this is not resolved to my satisfaction.”

Helpful Report

Posted 6 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

“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

“i love gousto! im so surprised that so many people have had bad experiences, i haven’t at all! every meal has been absolutely delicious and none of the food has gone bad in the week, in fact i’ve had the meals after the date they say to have them and it’s still been fine? i’d recommend gousto to anyone, it’s changed my life!”

Helpful Report

Posted 3 years ago

Hi Holly, Thanks for taking the time to share your feedback. We are very happy to hear you are enjoying our service so far and hope to keep you as part of our valued customers. Best Wishes, Fadumo - The Gousto Team

Posted 3 years ago

“I've used Gousto for a few years now but since lockdown I don't think I've had a single box that hasn't had missing ingredients. In fact this last box arrived with 3 missing ingredients and the "cool box" had totally turned to mush and everything was warm, despite me being home for it's delivery. Sad to say that I'm now going to swap to Hello Fresh. Gousto.....what the hell has happened to your once good service?”

Helpful Report

Posted 3 years ago

Hi Anna, Thank you for taking the time to leave your feedback. I’m sorry to hear that you have experienced some issues with your last few orders, as this is definitely not the kind of service we aim to provide. We're taking our responsibility seriously to feed as many families as possible during this time. We recently have opened a new factory to help us progress with our mission but despite our best efforts, we've experienced some teething issues while getting things up and running. Please know that this is temporary and we're doing everything we can to deliver our usual level of service. I would also like to add that we do everything we can to ensure that our Gousto boxes are temperature controlled throughout the entire process and as some of your ingredients arrived warm. I would like to take a further look into this as this is unacceptable. Please get in touch with us through http://www.gousto.co.uk/help and mention my name ‘Jodie’. I will then be able to take a further look. Best wishes, Jodie - The Gousto Team

Posted 3 years ago

“1st time ordering, said it was out for delivery according to gousto website. Yodel website saying different as it said was waiting for parcel! so it hadnt even been dispatched. bare in mind i ordered 3 weeks in advance! No food now, I ordered as I am isolating so now i have to go to the supermarket tomorrow and tonight have to spend more money on a takeaway!”

Helpful Report

Posted 3 years ago

Hi there, I'm so sorry to hear that your first experience with us was so disappointing. This is not the level of service that we wish to provide or the first impression that we would want to make. If you could get in touch with us through http://www.gousto.co.uk/help and mention my name 'Klaidas', I will then be able to look into this further for you. Best wishes, Klaidas - The Gousto Team

Posted 3 years ago

“Don’t bother!! First time ordering and I was so excited! Email said my box would arrive between 8am & 7pm, when 7pm came but my order had not arrived I called and was told that my box had not left the warehouse! Not ideal as I hadn’t received any update and was left with no food at 7pm at night! The customer service agent told me that she was taking personal responsibility to sort this and compensate me accordingly, I was promised an email that would keep me updated regarding my order: and hopefully it would be here tomorrow! I did not recieve the email so called back and spoke to another agent who was even less help, long weird silences and mumbled communication and put me on hold for 5/10 minutes at a time insisting that I reboot my phone as it was most definitely sent to the correct email; very patronising when I know how to refresh an email! When I insisted this be sorted this evening and that I would not be fobbed off; another agent took over and promised to resolve the issue. This lady obviously knows how to correctly type an email address as her email arrived straight away. All in all spent 1 hour 45 minutes to gousto and I’m still none the wiser about when I will be receiving my food; even though the money has gone from my account! Disgusting service! A big complaint is on its way! No food, young family ...and not coming off the phone at 8.30pm: after 1 hour 40 minutes trying to get assistance! shocking!! If your reading this; try hello fresh!! I hear they have better customer service!”

Helpful Report

Posted 3 years ago

“Pre lockdown, amazing. Now, have multiple errors in each meal per box. No longer missing one item you can replace, missing 50% in the box, customer services refund without bothering to give a monkeys as 100's of people waiting no doubt. 3 year relationship, done.”

Helpful Report

Posted 3 years ago

“Been loyal for over 3 years. So disappointing. Ordered 4 recipes but can only cook one as multiple missing ingredients. What has happened? So very sad. Customer service solution - here’s a credit! Can’t eat credit, and options to buy missing ingredients currently limited. Will think seriously about continuing. Are you overwhelmed by demand or just plain greedy and now no longer have any care for quality, service or your loyal customers?”

Helpful Report

Posted 3 years ago

“Box never arrived. Contacted Gousto and they are going to email with news. It has been a few days now and no news...”

Helpful Report

Posted 3 years ago

Hi Natasha, We are really sorry to hear that you have not yet heard back from our customer care team! Could you please pop us a message either through live chat or through the help centre on our website and so that we can get this resolved. Best wishes, The Gousto Team - Kai

Posted 3 years ago

“Poor customer service. They blame you for things they miss, including deliveries. No contact to say the delivery has been stopped. Waste of time!”

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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 3 years ago

“Fresh product often quite poor in quality, with dead herb leaves and dehydrated limes etc. The meals generally have great flavour but the biggest downfall is the amount of plastic! Each individual portion comes in its own plastic wrap to which I agonise over every time I drop it in the bin. They could offer a reduced price box for those willing to eqip themselves with the typical ingredients, such as soy sauce, garlic and onions etc. This would greatly reduce the amount of waste. Alternatively they could seriously look in to bio degradable packaging to win over the eco conscious customers that they are otherwise missing out on.”

Helpful Report

Posted 3 years ago

“Really poor care for the customers. Sadly the majority of my boxes had an ingredient or ingredients missing. They seemed to expect it and would graciously give you a couple of quid credit which was supposed to make up for the recipe now being impossible to make. I also had two occasions where my box failed to turn up at all which was pretty frustrating after a long day of work having no food and then having to go back out to do the shopping. This was all down to Yodel and their horrendous service. I asked Gousto several times to use DPD instead but they refused because of cost. It’s a shame really that they care about the profit more than their customers and actually in the long run it would be cheaper and better for business. I’ve gone back to HelloFresh anyway who use DPD and care about customers.”

Helpful Report

Posted 3 years ago

Gousto is rated 2.5 based on 675 reviews