Gousto Reviews

Name: Gousto
Rating: 2.52

2.5 Rating 675 Reviews

35 %

of reviewers recommend Gousto

Company Reviews

Questions

Metrics

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

Visit Website

Write Your review

Tell us how Gousto made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Vanesa Verna

Gousto 1 star review on 19th November 2022

Anonymous

Anonymous // 01/01/2019

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

“Most of the meals I've had are just not tasty and the flavour is often lacking - only 2/10 were any good. The boxes for one person come with too much food so lots of ingredients go to waste. It's hard to follow the recipe for one person because they don't send you the exact amount of ingredients you need and don't list the exact amounts throughout the recipe. Most of the meals come with too much food for one person but not enough for a second portion (and I eat a lot). Unlike Hello Fresh, the ingredients don't come in separate bags for each meal, so you have to dig around in the box for everything. I will not be returning to Gousto.”

Helpful Report

Posted 3 months ago

“The receipts were ok but not very flavoursome. It’s the 1st time I’ve used a company like this, subscription cancelled and back to normal cooking. It’s not and quicker and easier than cooking normally”

Helpful Report

Posted 1 year ago

“I only ordered one Gousto box and the food itself wasn't bad - I enjoyed the recipes and I had a discount so money off. For the second box, I didn't like the look of any recipes so I paused my subscription. Around a week and a half later, I get an email to say I have a box arriving - which I didn't request. I rang customer service, after waiting ages to actually get through to someone, the adviser was so rude and abrupt. No customer service skills in the slightest. She kept interpreturing me and it just wasn't a pleasant conversation.”

Helpful Report

Posted 1 year ago

“After ordering for 5 weeks missed the slot to add my meals for one week. So go sent their choice. Got sent two meals which were soups!!! I love with three males… soup to them is not a meal!!! When we used to order with hello fresh it was always a good experience to have their choice of meals, to try something you probably wouldn’t have chosen yourself. I feel with Gousto they have sent the meals nobody wants!!! To top it all… they make it virtually impossible to speak to email anyone to complain!!!”

Helpful Report

Posted 1 year ago

“What a joke, I swapped from Hello Fresh 3 weeks ago after using hello fresh for 2 years and not once have I have a complete week with ingredients! Substitutes every week and this week was pork, hardly a rare item to find. Would not recommend will be leaving and returning to hello fresh which actually tastes better and deliver meals you order and not swapping key Ingredients for ransom items.”

Helpful Report

Posted 1 year ago

“My food was delivered late in a unchilled van when the weather was 34 degrees. It had been in the van 11 hours. I cancelled it and had a 45 minute debate with a Gousto rep who initially refused to refund the box. I asked for my case to be escalated to management and they didn’t do so. I ultimately cancelled my contract after 2 years! Very disappointed”

Helpful Report

Posted 1 year ago

“Not going well at the moment ...I've had no issues for months then all of a sudden some items are damaged .the ice packs are completely melted .this has happened now in the last 3 - 4 weeks .they have also changed from DPD to EVRI and that's when all these issues started ..I'm thinking of ending gousto once and for all”

Helpful Report

Posted 1 year ago

“Enjoyed it to begin with but last box contained rancid gone off chicken thighs. The smell was so bad I almost threw up. Totally put me off very using gousto again.”

Helpful Report

Posted 2 years ago

“Very poor customer service Missing products, mouldy pepper, squashed herbs, an avocado that looked like it had been used as a football and delivered at 9pm Promise to credit account but never do Concept is great idea and makes meals easier if you want to eat at 10pm”

Helpful Report

Posted 2 years ago

“Box contained a rotten shalott. Also short of one red onion. I was very unhappy with the way you are automatically put onto a subscription, without being able to try first. I cancelled everything, but still received a second box. I was told to just throw the food away and they would refund the cost! What a waste! Criminal!”

Helpful Report

Posted 2 years ago

“I used to like Gousto since subscribing 18 months ago but we have had incorrect/incomplete orders and mouldy ingredients far too often. More recently I've had a mismatching recipe card with a bunch of random ingredients. I'm beginning to think the staff in packing are hard pushed or there's a lack of QA going on. Either way, someone needs to learn the difference between 4 digit numbers and match them to their respective recipe cards.”

Helpful Report

Posted 2 years ago

“Unfortunately we've had to pause our Gousto subscription. We've been patient with them as they provided such a great service for the first few years, but they obviously haven't been able to scale their business and retain that quality of service. Our issues are in line with the other reviews below: missing/damaged/poor quality ingredients (particularly the chicken thigh!), late delivery of boxes, boxes not delivered at all (our last box wasn't delivered, we were not notified, and we still haven't received a refund). Of particular annoyance is their customer service response to a missing ingredient. Refunding a pound or two does not compensate for not being to prepare a meal. Given you generally only realise an ingredient is missing at the time that you start preparing the meal, we often don't have an alternative option. I would rather they kept the money and instead fixed their process such that it didn't keep happening.”

Helpful Report

Posted 2 years ago

“Had an order as a trial, sadly don’t think we will be using Gousto again. We were told our order had been delivered but there was no sign of it. Despite having a note saying it had been posted through our letter box?! After phone calls emails and a lot of frustration we eventually tracked it down at 10 that night, it had been delivered to a neighbour half way down the street who had put the box in his warm house and left it and gone out not realising it was food. We had added concern about how the food would be after being out of the cold chain for so long. So in all honesty we have not used the meat as being a nurse with a young child we didn’t fancy risking food poisoning. We didn’t have any of these issues with hello fresh who we also trialled so I think we will be sticking to them in the future! Maybe time to re think your delivery methods very disappointed!”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave us a review. I am so sorry to hear of the issues you have had with your first order. This is not the level of service we want to provide and I am so sorry we have let you down. We work closely with the couriers we use to ensure our deliveries are delivered in a smooth timely manner. I am so sorry this has not happened on this occasion. Can you please head to 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. Please also leave your name and "reviews io" as the reference so we can access your account and look into this for you. Once again thanks for taking the time to leave us a review and I am so sorry for the inconvenience this has caused. Best wishes, Penny - The Gousto Team.

Posted 2 years ago

“The recipes were good but there was nearly always ingredients missing. I had to phone numerous times to complain. Last time I was sent two halloumi cheeses instead of ciabatta. Boxes arriving a day late was another problem. The quality of some of the veg was not always high. Shame, a good idea but very shoddy service.”

Helpful Report

Posted 2 years ago

Hi Jane, Thank you for taking the time to leave your feedback. I cannot apologise enough for the inconvenience caused by some of the issues that you have experienced. This is definitely not the standard of service that we aim to provide and I would like to take a further look into 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’, please mention Reviews.io and my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“Been a happy Gousto customer for years, I love the variety of recipes and it encourages us to be more adventurous in our cooking. I switched to Gousto from HelloFresh because the HF deliveries were unreliable. Recently however quality control has totally gone. Every week there are ingredients that are either rotten or end of life, or the wrong ingredient. Once we had the wrong recipe bag altogether. Their solution is to offer a refund of £1 for the bad ingredient, but that doesn't solve the problem of how to make a meal without an ingredient that is sometimes a key component to the recipe. So I've had enough, I've made complaints but still it continues, so going to just buy the ingredients from local supermarket each week and use the recipe cards we have collected over the years. People are clearly putting veg into a box that is not fit for consumption, it's clearly visible, and still it continues.”

Helpful Report

Posted 2 years ago

Hi Tim, thank you for your review. Glad to hear you enjoy the recipes when all is well. I am sorry to hear of the decline in quality control. We always want to pride ourselves on delivering the freshest quality ingredients so you can enjoy your meals to the fullest. I will be flagging your concerns to our operations teams to make our suppliers and quality control aware. If you require any further help or would like any credits/refund reviewing please do get in touch with us by going to http://www.gousto.co.uk/get-help. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“I have mixed feelings on Gousto. I like the recipes, there is a large selection, I’ve learnt to cook things I would never had before, the recipe cards are easy to follow. I have had a few mouldy items but these things happen. My complaint is how they deal with forgotten orders. I’ve accidentally forgotten to order several times, and they send a random selection of recipes instead. Which inevitably I don’t want to eat, so it gets wasted and my money spent. They do send a couple of reminders but gmail often sorts them into “promotions” which I never check, or I get otherwise distracted when I’m busy. Anyway I contacted Gousto to suggest there should be an option in your account to pre-select what happens in the event of your forgetting to order, one of the options being that the order is skipped. They replied saying they don’t have that option. I know, that’s why I suggested it! But I guess it wouldn’t be in their interest as they would lose their £40 for the week. But the same thing has happened again this week and I’ve had enough of wasting money and food so I’ve cancelled my subscription, reluctantly.”

Helpful Report

Posted 2 years ago

Hi there, thank you for your review. Glad to hear what you like about Gousto and where we can improve. As we're a flexible subscription based service if your account is left active and no order chosen or skipped we do send a chef selection box based on your subscription settings, and reminder emails are sent prior to this happening. We do appreciate your suggestions, however this is not something we can do at this moment in time. We do have the option to put your account on pause so this way you will only receive boxes that you order and if your account is paused and you forget to order then you will not be sent a box. You can do this by going to the subscription tab. Should you require any further information or help with your account, please do get in touch with us by going to http://www.gousto.co.uk/get-help. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“Terrible customer service, and missing menus. Used the online chat to ask why they don’t provide a 5 meal week option, the response was “what don’t you understand about us only doing 4 meals per week” my question “why only 4” their response” because that’s all we do and aren’t about to change any time in the near future”. So I have cancelled. The delivery that did arrive had no menu cards and the clotted cream pot had spilled over the other ingredients. That aside the ingredients weren’t terrible but poor customer attitude and missing items doesn’t cut it in this pandemic time.”

Helpful Report

Posted 2 years ago

Hi There, Thanks so much for taking time to inform us of your recent experience. I am extremely sorry for the way in which your query was dealt with, I can assure you that this is not what you should expect from us at Gousto. We take customer care very seriously and always want to provide the best possible outcome/answer possible. Unfortunately having a 5th recipe isn't something we offer at the moment but we do offer a range of chef prepared oven ready meals that can be added to each box from the marketplace alternatively you can order more than one box per week if you'd like to receive more than the standard 4 recipes. I'd really like to look into look into the damaged ingredients further for you along with the standard of service you received during your last chat session. 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. My apologies again for the inconvenience caused by this. I look forward to hearing from you. Best wishes, Jodie - The Gousto Team.

Posted 2 years ago

“I am week 2 of my orders with Gousto. The first week the ciabatta rolls had mould on 3 days before the use by date on the meal they related to. The second week a sealed bag arrives as part of a meal and as my wife and I are preparing it, we open the bag to find absolutely nothing inside. Fortunately, we had some stock in the cupboard, but had we not, we could not have made the sauce for the meal we had already started cooking. To have only placed two orders and already had issues with two meals, this does not bode well. And frankly the default response on the app of crediting us £1 for each oversight is not cutting the mustard. I will give them a third week, but if there are anymore issues with those meals, I will cancel my subscription. The food is perfectly good quality (when all the ingredients are present and/or in date!) but not worth the hassle or cost so far.”

Helpful Report

Posted 2 years ago

Hi there, thank you for taking the time to share your experience. I’m really sorry your first experience with us was so disappointing. We’re working with our factory team at the moment to investigate the system error, so we can make sure this doesn’t happen again. We can’t apologise enough for the inconvenience, it’s certainly not the standard of service we wish to provide, or the first impression we want to make. Thank you for giving us another chance, we hope you enjoy your next box packed with delicious new recipes. Could you please get in touch via this link, and add your email address, postcode and my name, we will then be able to access your account, to address this issue. https://www.gousto.co.uk/help-centre Best wishes, Winnie - The Gousto Team

Posted 2 years ago

“It’s a good service and serves a purpose. Good food choice. Poor customer service and delivery though. Having had over 20 boxes and recommended numerous friends, would think treated better. Had a box recently stolen following their change to Yodel who are awful. Got my money back in the end but no update followed. They now also use city sprint who give you no indication of when they will deliver. Meaning you have to wait around all day. They previously used DPD who are far superior. Pity they now use delivery partners who are cheaper.”

Helpful Report

Posted 2 years ago

Hi There, Thanks for taking the time to leave us a review. We are truly sorry to hear that you did not receive your Gousto box, and for the inconvenience, this has caused you. We work with couriers who we trust to get your box to you correctly. We are very sorry that, in this case, things didn’t work out for you with our courier company but we really hope you will give us an opportunity to make it right. I'm sorry that no one got back to you with the outcome of the investigation. I would like to take a further look into this for you, 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’ and select ‘Trustpilot/Google Review’ from the dropdown. In the email could you please mention my name. Best wishes, Amina - The Gousto Team

Posted 2 years ago

“I recently canceled my subscription with Gousto (after being a loyal customer for almost 2 years). I can live with the fact that ingredients are missing every now and then or with other human mistakes as mentioned in other reviews. However, I think the way they recently raised their prices is an absolute disgrace. They always used to charge extra for recipes with "premium ingredients" like salmon or steak, but now they also started charging extra for ordinary recipes like rice with chicken. They didn't even take the time to inform their customers about this extra charges or the reason behind it. Extremely disappointed.”

Helpful Report

Posted 3 years ago

Hi Laura, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you have cancelled your subscription with us after being with us for so long. We have always offered premium recipes within our ranges which usually includes recipes such as salmon, steak or multiple proteins within one recipe. This has increased to our new chopped range which takes the need for food prep, as well as us adapting some of our choices to offer more personalised options for meals where possible. This is also displayed on each recipe that has a surcharge on it before popping it into your basket so that you are aware that there is a price difference. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

Gousto is rated 2.5 based on 675 reviews