My box didn't get delivered, twice in a row. Gousto told me they'd issued a refund but did not, I suggested they provide me with some credit for the error, and Gousto then tried to avoid even giving me the refund. I attach part of the conversation, shortened slightly, with customer service below, so that you can see for yourselves how they dealt with it. After a whole hour, I got the refund and some account credit. James 8 Aug, 11:12 BST Chat started: 2019-08-08 09:05 AM UTC (09:05:20 AM) James: I haven't received a refund (09:05:25 AM) *** Renee joined the chat *** (09:05:29 AM) Renee: Hi James, your refund was processed successfully on the 1st August so it should be with you by now (09:07:52 AM) Renee: I would advise double checking with your bank (09:08:12 AM) James: could you confirm which refund you are referring to (09:09:24 AM) Renee: for £33.43 where you were charged twice (09:09:33 AM) James: this is not the refund i am referring to. i am due another refund after this one, because my box last week was not delivered, and that is the one that i have not received (09:10:19 AM) Renee: my apologies (09:10:24 AM) Renee: I'll be right back (09:13:25 AM) Renee: I do apologise for the delay in receiving this refund, it should be with you in 3-5 working days (09:14:30 AM) James: so just to confirm, not only have 2 boxes now not been delivered, and no discount offered on the late/non-delivery of these boxes, but in addition to this, the refund that i requested for goods that were never actually received was not processed, meaning that had i not been proactive in seeking this refund, it never would have even been received (09:15:35 AM) James: and in addition to this, on several occasions i have not been automatically provided with the discounts promised by the company for being a referred friend or referring a friend (09:15:49 AM) Renee: It was accidentally missed. We are very sorry for the inconvenience this may have caused (09:17:23 AM) James: i dont think accidentally mishandling customers money is a valid reason, as safeguards should definitely be in place to find this. (09:18:28 AM) Renee: I do understand your frustration and we will do everything we can to ensure this does not happen again (09:19:23 AM) James: that doesn't account for the amount of time i have spent talking to customer service trying to resolve these repeated problems, and every time i have spoken to somebody they have said they'll try to make sure it doesn't happen again. (09:21:05 AM) James: by not providing a refund you are in breach of chapter 24 of the consumer rights act 2015 under UK law, which means i am entitled to either compensation or a discount on further purchases. (09:29:24 AM) James: Is there any reason for the lengthy delay in response to my previous message? (09:30:36 AM) Renee: We are providing a refund in this case - it was a human error which has caused a slight delay in the refund being processed but it has now been resolved and the money will be back in the account shortly (09:32:41 AM) James: You failed to provide a refund on request. The refund would have never been received had I not realised and contacted you again, costing me even more time. You don't agree that this is absolutely terrible customer service and worthy of any kind of compensation or credit to my account? (09:42:31 AM) James: Again any reason for the delay in replying? (09:43:00 AM) Renee: We are just investigating, apologies for the delay (09:43:21 AM) Renee: We issued a refund of £33.43 28/07 and £33.43 on 01/08 so both should be with by now (09:43:28 AM) Renee: apologies for the mix up (09:43:52 AM) James: the refund in question was issued on 02/08, and I have the transcript to prove this (09:45:00 AM) James: would just like to note here that the number of refunds is a credit to how terrible the delivery service has been (09:48:20 AM) Renee: Yes that's correct, I have notified management of this and it has been processed. In terms if credit there isn't much we can do in this instance (09:48:26 AM) Renee: I do apologise (09:49:00 AM) James: so to confirm, you just tried to not give me the refund AGAIN, and you are now saying that you WILL provide the refund? (09:49:54 AM) Renee: There was a mix up with the dates but yes the refund will be provided (09:50:45 AM) James: And you are also saying that despite now on 2 occasions trying to prevent me from getting a refund that I am entitled to, you are also saying that you refuse to even provide credit to my account to acknowledge the significant inconvenience this has caused me? (09:52:15 AM) James: And you consider this to be an acceptable level of customer service? (this continued until they gave me some credit in acknowledgement of their mistake)