Gousto Reviews

Name: Gousto
Rating: 2.52

2.5 Rating 674 Reviews

35 %

of reviewers recommend Gousto

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Metrics

2.5

Based on 674 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We placed our first order with Gousto, excited to try some new meals, but the box never arrived. We later noticed that we had been charged twice, one at the discounted price, and once at full price. We are STILL waiting on our refund, despite being reassured multiple times that this has been processed.”

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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.”

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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.”

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Posted 2 years ago

“Box didn’t turn up so contacted customer services who said it’s still in their warehouse and they won’t be sending it out. So no box at all this week. Terrible customer service not only no dinner tonight but no dinner for 3 nights so now have to go shopping again. Very poor Gousto not even an attempt to rectify the problem”

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Posted 2 years ago

“I have been using Gousto for over a year now. Quality ingredients, great recipes much better than Hello Fresh. Would definitely recommend.”

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Posted 2 years ago

Hi Gill, Thanks for leaving the lovely review for us. We appreciate your feedback. I'm so glad to hear that you are still enjoying our delicious recipes over a year after joining. It's nice to hear that you're happy with the quality of our ingredients and the service we provide. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“The recipes are nice but the chicken they send is rancid 🤮 gave gousto the benefit of the doubt last week with the rancid chicken, but same thing again this week, such a pity. Will be trying hello fresh.”

Helpful Report

Posted 2 years ago

Hi there, Thanks for taking the time to leave this review. We only use fresh, great quality, 100% British chicken, beef, pork or lamb in our boxes. It’s Red Tractor assured too, meaning it's traceable, safe and farmed with care – ensuring high-quality standards from farm to plate. I am so sorry that you have not enjoyed the chicken you've received recently. If you have not already done so please get in touch via the 'Help' section of your Gousto account so we can help get this resolved for you. I hope going forward we can demonstrate the usual high standards we aim for. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“the chicken provided is disgusting! i love everything about this company, i love the meals and every other meat provided but the chicken is so awful! it’s been three months and it’s gotten to the point where i’ve ordered a chicken dish, thrown the chicken away and bought my own? it’s not cost effective, not environmentally friendly or company decent? close to giving up hope”

Helpful Report

Posted 2 years ago

Hi there, Thanks for leaving us this review. We appreciate the time you've taken to do so. I am sorry that you have not enjoyed the chicken recently. I'd just like to assure you that we only use fresh, 100% British chicken, beef, pork or lamb in our boxes. It’s Red Tractor assured too, meaning it's traceable, safe and farmed with care – ensuring high-quality standards from farm to plate. We do take these issues very seriously and report everything to our warehouse manager, who can then discuss further with our suppliers when necessary. Thank you for providing this feedback I will ensure that it is reviewed by the correct team to look into this further for us. Bst wishes, Jodie - The Gousto Team.

Posted 2 years ago

“We used to love Gousto, but they have gone downhill in the last few months: Damaged ingredients - very little care is taken with the packing of the boxes - for some reason, the fresh produce - vegetables, herbs etc. are placed at the bottom of the box with the heavier items on top, which squashes them. Makes no sense. Often, I've had to nip to the shop to replace the items, which kind of defeats the object! Quality of the ingredients - not always as fresh as they should be - often mouldy and inedible. Missing ingredients - I've lost count of the boxes that have arrived with missing items - you can request a small refund for these, but it doesn't compensate for the inconvenience. Late delivery - the last few weeks, our boxes have arrived hours late, e.g. delivery slot is 4 - 6 pm but arrives at 8 pm or later! There is no notification of the delay, so we're never sure whether to wait or make another plan for supper. I have cut them some slack the last couple of weeks, but when our box still hadn't arrived by 7 pm yesterday - I gave them a call. The customer agent promised she would find out where the box was and email an update...still waiting! Such a shame we used to love Gousto, but we may now swap to one of the other food subscription companies.”

Helpful Report

Posted 2 years ago

Hi There, Thanks so much for taking the time to tell us about your experience. I am sorry to hear that you've not been impressed with your recent boxes from us. This is not the standard of service you should expect from us. We always do our best to ensure that all of your ingredients are delivered safely and correctly although sometimes these issues do still occur. We need to be made aware so we can investigate these problems either with the warehouse team/ operations manager or if need be the suppliers too. In regards to the lateness of your delivery, every box should be delivered between 8 am & 7 pm on the expected day. If your box is not with you by 7 pm, please do get in touch as this is not acceptable and goes against our agreement with our couriers, which will need to be raised and investigated with them by us. If Your box arrives after 7 pm, please be aware that all our boxes are designed to keep every ingredient fresh and suitable for consumption until 10 pm on the day of delivery. Again I do apologise sincerely for the recent issues you have seen. I hope going forward we are allowed to demonstrate the usual high standard of service we aim for. Best wishes, Jodie - the Gousto Team.

Posted 2 years ago

“Really liking it so far. Learning to cook things I never would have before. Some great, tasty, healthy options. Some of the met hasn't been the best, I avoid anything with sausage now. Only complaint is I can't see how to view my reviews. I thought I could keep track of stuff the family liked that way.”

Helpful Report

Posted 2 years ago

Hi Ewa, Thanks so much for leaving that fantastic review for us. We appreciate your feedback. It's so great to hear that our boxes have helped put the fun back into mealtime for you and your family. As for the reviews I believe they get reported for our data but you can still look at the recipes you've previously ordered in your cookbook via your account. I hope you continue to enjoy our delicious recipes as much as we enjoy providing you with them. Please get in touch via the 'Help' section of your Gousto account if there is anything else we can help you with. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“Sad to have left Gousto after approx 18 months. Pretty much every box has been damaged for the last few weeks, with seemingly fresh ingredients arriving mouldy. I get that damage can occur in transport, but it doesn’t go mouldy in a few hours. It’s a shame it’s gone downhill - they were incredibly useful during lockdown, but maybe a change of courier AND a rethink of box packing (fragile items going in last, maybe) would tempt me back.”

Helpful Report

Posted 2 years ago

Hi There, Thanks for taking the time to leave us this review. I'm so sorry that you found the ingredients were not as fresh as they should have been, the quality of our ingredients is very important to us so I will make sure that this is reported to our operations team to review with the suppliers. Again I apologise that we've let you down recently, I hope in the future we get the opportunity to demonstrate the usual high standards of service you should expect from us. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“tons of packaging, green leaves going off, sliced veg is oxidising and amount of washing up is the same - having 4 meals arrive with 2 days to use by isnt helpful”

Helpful Report

Posted 2 years ago

Hi Gary, thank you for your review. This issue is important to us too, that's why last year we removed over 100 tonnes of plastic from our boxes, which you can read about on our blog. And we’re not stopping there! Starting this year, we’re tackling a new challenge to make all Gousto-branded packaging reusable, recyclable or compostable by the end of 2022. Sorry to hear the ingredients received were unsatisfactory and the shelf life not suitable for your recipes. We would like to look into this further if you could please get in touch by going to http://www.gousto.co.uk/get-help. Thank you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“No delivery, no dinner…have also shelled out for kids lunches at school as box of four meals doesn’t feed family of six…they can’t even get anything here this week now to rectify the problem, compensation offered is to refund box (which didn’t get), epic fail considering this is supposed to make life easier when in fact it’s made it harder as now s on t have meals in and have to work all day!”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you never received the box that you ordered. This is not the level of service we wish to provide so can only apologise for this. I would like to take a further look into this for you and if you could please get in touch with us through this link http://www.gousto.co.uk/get-help/contact. Please also state my name for reference and I will be able to take a look into this further. Again, my apologies for the inconvenience caused by this and hopefully we can get this resolved for you. Best wishes, Nikita - The Gousto Team

Posted 2 years ago

“So sad, embarassed and hungry. What can you expect when I've waited for the food to come before 7pm and when I got the message that is was delivered, it is not even anywhere within my sight. I went to my next door neighbors and they didn't receive it either. Do you expect me to go knock on all the doors in my street? I am already embarassed asking the people next door. I am still waiting for the progress report from your agents of where my box is. Will I receive it? Nevermind. Refund is what I need right now.”

Helpful Report

Posted 2 years ago

Hi Pristine, Thanks for taking the time to share your thoughts and I'm really sorry about the issues with your delivery, and that you haven't had a follow up email from one of my colleagues. I'd love to get this rectified for you so could you please send me a message with the issue you had, along with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on https://www.gousto.co.uk/get-help/contact and select ‘Trustpilot/Review’ from the drop-down menu, I'll be able to help resolve this for you. Thanks! Zara - The Gousto Team

Posted 2 years ago

“A box that didn't arrive despite an alert from the courier saying it was delivered and signed for. Waiting for my money back as I will be going elsewhere. Left me with nothing for dinner tomorrow but was offered £5 off my next box. Almost laughable. Need to find a proper courier company- always a good start.”

Helpful Report

Posted 2 years ago

Hi Aine, Thanks for taking the time to share your review, I'm so sorry that you had such issues with your delivery. I'd love to get this rectified for you so could you please send me a message with the issue you had, along with your postcode, email address and full name linked to your Gousto account, by clicking ‘Get in touch’ on https://www.gousto.co.uk/get-help/contact and select ‘Trustpilot/Review’ from the drop-down menu and quote my name, I'll be able to help resolve this for you. Thanks! Zara - The Gousto Team

Posted 2 years ago

“Left us isolating without meals. They “add discounts”, but take them off when an order is placed. Terrible communication, no call back, no email. Very poor. Avoid”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've not received your order! This is definitely not the standard of service that we aim to provide. I would like to assure you that any discounts/credit we apply to your Gousto account, will automatically apply towards your next order. If you can please get in touch with us through http://www.gousto.co.uk/get-help/contact and quote my name, I will then be able to chase this for you. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Should be -5 stars. Thought I’d try this as I am busy working and thought it would save time and money. New customer ordered first box, didn’t arrive. Rang them and they said they would update me, but haven’t heard anything. Demanding a refund and will not be using them..waste of time”

Helpful Report

Posted 2 years ago

Hi there, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've not received your box and that you've not heard back from us. I would like to get this resolved 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'. If you quote my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 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.”

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Posted 2 years ago

Hi Ajay, Thank you for taking the time to leave your feedback. We're really happy to hear that you've been enjoying our service along with the family and we look forward to continuing on this journey with you. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Terrible communication Box ordered as we had covid and isolating Box did not arrive and no communication what so ever Only when I called them (Philippines) was I instructed that they had a problem”

Helpful Report

Posted 2 years ago

Hi Tracey, Thank you for taking the time to leave your feedback. I'm truly sorry to hear that you did not receive your box and you did not hear from us resulting in having to contact us. I would like to assure you that we always aim to notify you as soon as we are made aware of any issues that could affect your box in any way. 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’. If you quote my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Smelly chicken time after time so we're done.”

Helpful Report

Posted 2 years ago

Hi Mike, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you've received chicken that smelt foul multiple times, I would like to assure you that this is definitely not the quality standard that we aim to provide and this will be investigated thoroughly. 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’. If you quote my name, you’ll come through to me. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

“Don't waste your money, service is disgusting Boyfriend bought this to try over our Christmas holidays and it is absolutely a waste of money. Do not purchase and eat fresh. Usually trustpilot reviews are fake positive because a friend works in media so will write on here to see if more reliable. It is all going downhill for this company. And when partner called about getting a different box as the ingredients were damaged, they made excuses upon excuses.”

Helpful Report

Posted 2 years ago

Hi Claudia, Thank you for taking the time to leave your feedback. I'm really sorry to hear that you received damaged ingredients within your box. We would in this scenario issue credit or refund based on the value of the ingredients and how much it would cost to replace alongside compensation factored into this amount. We issue compensation because we currently do not have the facilitates to be able to send out replacement ingredients separately. If you would like to discuss anything further, please do get in touch with us through http://www.gousto.co.uk/get-help/contact. Best wishes, Klaidas - The Gousto Team

Posted 2 years ago

Gousto is rated 2.5 based on 674 reviews