Gousto Reviews

Name: Gousto
Rating: 2.52

2.5 Rating 674 Reviews

35 %

of reviewers recommend Gousto

Company Reviews

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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

“Received an email on Christmas Day saying a box was due but if I did not update the recipes I would not receive a box. Good I thought it’s Christmas and I don’t like any meals in the menu that week. Decided to leave it to another day to deal with. Less than 24 hrs later an email saying they had selected the meals for me and here’s the bill. Oh and of course it’s Boxing Day so I can’t speak to anyone about it and when customer services are back in the following day it’s “too late to change it now”. Just can’t see how this is legal. Apparently signing up for subscription seems to mean they can do what they want ? Take money as they choose ?! Never ever again. I assume gousto feel getting £20 odd pounds from me was worth losing the next years worth of business from me.”

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 received a box that you didn't want. As per the reminder email that you received on Christmas day, this was to prompt you to either select your recipes or skip the box, as the box was not skipped, a chef's box was sent out. Furthermore, the subscription would have been explained during the sign-up process as well as the welcome email that you would have received upon signing up containing all of the necessary information. If there is anything else that we can assist you with, 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

“Only use Gousto if you're fine with being left high and dry without the meals you've chosen, and have plenty of time to do regular, last-minute online grocery shops. We've had boxes turn up at 10pm, or not at all, with no warning from Gousto or its couriers. So we've had to get takeaways, which, obviously defeats the purpose of signing up to a meal delivery service. Phoning to find out what's happening with your delivery gets you nowhere. The customer service staff are incredibly unhelpful. They always say they'll call back with updates, but don't. And they seem to be under the impression that a refund, and money off your next box, solves the problem of not getting the meals you ordered. HelloFresh, here we come!”

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 your box was not delivered and there were no further updates from either the courier or us. I would like to assure you that we always aim to make you aware of any issues that could cause any delays or your box not to be delivered but we weren't able to do this, this time round. I do sincerely apologise for this. Furthermore, I would like to look into why no one followed up with you as this is definitely not the standard of service that we aim to provide. Can you please go to this link http://www.gousto.co.uk/get-help/contact, quote my name as well as 'Reviews.io' so that this links to me and I will be able to take a further look into this for you. Best wishes, Klaidas - The Gousto Team

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

“I cancelled my subscription back in September. I’ve had an email from PayPal with a gousto payment of nearly £50 for a box I didn’t order, I didn’t choose, I had no reminder email or no correspondence from gousto to even know that it was an up and coming delivery time or date. I rang and he said we can see you opened an email with information about this order! Which is utter rubbish I haven’t had a single email- I’ve checked junk and my deleted to triple check and there is nothing I am currently off work poorly with 2 young children, I’ve been offered 40% refund but that’s not good enough. This is not a box I ordered or requested and I’m now nearly £50 down. The food is also of meals I wouldn’t of chosen. So it literally is money I can’t afford down the drain. I’ve literally just sat crying after getting off the phone. This isn’t good enough.”

Helpful Report

Posted 2 years ago

Hi Sofia, Thank you for taking the time to leave us a review. I am so sorry to hear about this. 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 reference the email with your name, my name and "reviews io" so we can access your account and look into this for you. Once we have your details we can look further into this and see what we can do to make this right for you. I look forward to hearing from you. Best wishes, Penny - The Gousto Team.

Posted 2 years ago

“Our first box hasn't even arrived. We were given a 13 hour window and it still isn't here and hour after that window. Leaving us with bo tea for the evening a trip to the shop. Don't recommend at all.”

Helpful Report

Posted 2 years ago

Hi Charlotte, Thank you for taking the time to leave your feedback. I'm truly sorry to hear that you have not received your first box from us. This is definitely not the standard of service that we aim to provide. If you haven't already, can you please get in touch with us via this link http://www.gousto.co.uk/get-help/contact. Please state my name as a form of reference and I will be able to look into this further. Again, my apologies for the inconvenience caused by this. Best wishes, Klaidas - The Gousto Team.

Posted 2 years ago

“There has been a shocking change with this company over the last few months. We have been loyal customers for a couple of years. We have given them chance after chance as we loved the recipes and quality was good BUT The delivery service has let them down massively!! Yodel are the most distrusting courier service, stating they have delivered on their tracking and have later been tracked dropping box off miles away. DPD were the main courier before Yodel and we had no problems with them. Customer services have offered discounts to keep us and promised to monitor the delivery but have failed to get it right. We have had enough off the distressing anxious wait for our box to show up, sometimes saying it will be delivered up to 7pm on a Monday resulting in late night trips to the supermarket when we have children to feed, then having a 5 day wait to get the money back into bank. I have requested a manager call back numerous times with no joy!! Just not good enough. 5 missing boxes in total over the last 2 months. We really can not stay with Gousto, which we are sad about as the food is lovely :(”

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 experienced a variety of issues in relation to your deliveries, I would like to assure you that this is definitely not the standard of service that you would expect from us and we will do everything that we can to ensure that these issues are resolved. I would really 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, Klaidas - The Gousto Team.

Posted 2 years ago

“We just starting using this company. Our first two boxes never showed up. We were able to track the orders via their chosen courier Yodel and each time it was out for delivery, then suddenly it would stop tracking and say that the order is incomplete and has been sent back to the sender. Such a shame that a company does business with such poor delivery service. Not to mention the huge waste of food, two boxes full of meat and veggies having to of been thrown away.”

Helpful Report

Posted 2 years ago

Hi there, Thanks for getting in touch and telling us about your experience. I am sorry to hear that you did not receive your first 2 boxes from us. This is not the standard of service you should expect from us. I'd like to have this looked into if it's not already been resolved for you. Please get in touch via the 'Help' section of your Gousto account quoting my name as a reference so we can take a look into this for you. Again, I apologise for the inconvenience caused by this. Please let us know if there is anything else we can help you with. Best wishes, Jodie - The Gousto Team

Posted 2 years ago

“I have issues with deliveries the past 2 weeks nor delivered, issues with ware house, only had a couple of months and 4 times this has happened, always late never early.. not good”

Helpful Report

Posted 2 years ago

Hi there, Thanks so much for leaving this 5* review for us. Your feedback is appreciated. I'm sorry to hear that you have had some issues with your deliveries recently. This is not the standard of service you should expect from us. If you would like to discuss this further please get in touch via the 'Help' section of your Gousto account quoting my name as a reference, so we can investigate further for you. Again I apologise for the inconvenience caused by this. Please let us know if there is anything else we can help you with. Best wishes, Jodie - The Gousto Team.

Posted 2 years ago

“Really poor delivery service. Deliveries are so late (almost 9pm) Poor customer service when trying to find out delivery status”

Helpful Report

Posted 2 years ago

Hi Claire, Thanks for getting in touch. I'm so sorry to hear that your delivery was late, we do have an agreement in place with our couriers whereby our boxes must arrive no later than 7 pm on the estimated day of delivery. I apologise for the difficulty you had when trying to discuss this with us. If you do still need further assistance with this issue please contact us via the 'Help' section of your Gousto account using my name as a reference. We will be happy to take a look int this for you. If there is anything else we can help you with please let us know. Best wishes, Jodie - The Gousto Team.

Posted 2 years ago

“I had 2 boxes with Gousto and in both boxes there were issues with quality and missing ingredients. I then decided not to not have a box as wasn’t impressed and hadn’t realised that after this another box was ordered for me. It states that it would be based on what you had previously ordered however what was ordered was not anything that I liked or at all what was previously ordered. I discovered this the same day they took the money and asked them to cancel which they refused. They gave some discount but still left with paying for poor quality goods that will just be wasted. I have now cancelled my subscription and am totally disappointed by the whole Gousto experience.”

Helpful Report

Posted 2 years ago

Hi there, I'm sorry to hear this. Our chef selection boxes are normally based on previous order history and any settings on your account, however, if you're are a fairly new customer our system may find it difficult to pick up on the patterns and tastes of the recipes that you prefer. We do send a reminder email before the cut off time for your next boxes so you have time to either cancel the upcoming box or make your own recipe selections. Once the cut off passes our system is very much automatic, in that as soon as 12 o'clock midday passes the payment is taken and the order is processed, we are unable to cancel or amend the order in any way. If you would like to discuss this further please do get in touch via the 'Help' section of your Gousto account quoting my name as a reference so we can take your details and investigate further for you. If there is anything else we can help you with please let us know. Best wishes, Jodie - The Gousto Team.

Posted 2 years ago

“Ordered my first box of 4 meals for 2 people to be delivered tomorrow only to receive an email to say 3 out of the 4 meals must be eaten by Sunday and the other on Monday. I was hoping to space them out during the week before my next order. The ingredients can’t be fresh with such a short shelf life. I wont be ordering again and have cancelled my subscription ,so you have failed before I have even started .”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for taking the time to submit your review to us. I'm very sorry to hear of the disappointment which has been caused on your last box, this is certainly not the standard that we want to provide. Just to let you know, you can see the recommended use-by dates for every recipe on our website. Many customers find this helpful when making their recipe choices so that they can plan ahead. (You can find this by clicking on the recipe title in the Choose Recipe page). 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’ and select ‘Trustpilot/Google Review’ from the dropdown. Best wishes, Helen - The Gousto Team

Posted 2 years ago

“We signed up for a offer of £17.50 for the 1st order and you have taken this and another payment for £34.99 why ?”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for taking the time to submit your review. When an order is placed a pre-authorisation is done on the full box price to make sure that the card is in date and is active(please be aware that this is a pending charge and no funds are taken at this stage) The physical payment would then be taken which will have any credits or promotional rates added on (this would be the correct cost that is taken) You will see the pre-authorisation charge appear back in your available balance. I can certainly check this over for you just to make sure this is all ok 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. Best wishes, Helen - The Gousto Team

Posted 2 years ago

“Being new to Gousto (only 4 weeks), we decided to give it a break. However we had not realised that unless you cancel your subscription, Gousto order for you. We are due to receive a box today of items that we do not and would not eat. Tried contacting Gousto but very poor response. Total waste of food and money!!!!!”

Helpful Report

Posted 2 years ago

Hi Caroline, Thanks for taking the time to leave us a review! I'm sorry to hear you're receiving a box of recipes you were not expecting. We ask customers skip any boxes they don't need/want, or pause their subscription if they prefer a longer term break. If a subscription remains active at the cut off point, a chefs choice will be sent in line with the subscription settings. I understand you've already been in touch with our customer care team, however if there is anything we can help you with, please drop me a message 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 I'll be able to help! Thanks! Zara - The Gousto Team

Posted 2 years ago

“I have waited in the house all day for my first box to be delivered between 8am and 7pm I got a text at 18:30 to say it will be here between 17:00 and 19:00 and its just arrived now at 21:07 , safe to say I won't be getting another box 😤”

Helpful Report

Posted 2 years ago

Hi there, Thanks so much for taking the time to tell us about your experiences. I'm so sorry to hear this. It is definitely not what we expect from our couriers at all. Id really like to look into this further for you, to ensure the best possible outcome was reached. Please get in touch via the help section of your account so we can take a look into this for you. Please let us know if there is anything else we can do to help you. Best wishes, Jodie - The Gousto Team.

Posted 2 years ago

“We had a negative experience related to the 1. Quality of the food, 2. Customer service who are based in the Phillipines (there were people laughing discourteously in the background while we were on the phone), 3. Poor communication 4. Delivery - one box wasn't delivered, then the following week it was delivered 5 hours after the delivery slot Gousto had told us. The vegetables were limp on arrival. I do not recommend.”

Helpful Report

Posted 2 years ago

Hi H. king, Thank you for taking the time to leave this review. I'm very sorry to hear about the experience you've had with us - this is definitely not the level of service we aim to provide. We'd like to take a closer look into this, Please click ‘Get in touch’ on Gousto.co.uk/Help and select either ‘Trustpilot/Googlereviews’ in the drop-down menu. Please leave us your email address, postcode and name on the account and we can get this sorted for you. Best wishes, Fadumo - The Gousto Team

Posted 2 years ago

“Today is the last straw. Got delivered a box of recipes we didn’t order because we forgot to order in time. Last time we forgot, nothing came, which was fine, our bad. The items delivered today are nothing like what we would have chosen. I called up to complain as we weren’t given notice. And for the second week they turned up extremely late in the day, so we lose a day to eat them. The Call centre is NOT in the UK, by the way, that is a total lie. Anyway, the robotic customer service chap, in god knows where was on repeat, saying he could only give me a 30% refund - I said come get it, we don’t want this food. This is NOT good enough. I will be cancelling my subscription- we’ve never been given a penny credit for all the missing ingredients either…. Will try a different provider. I’ll also tell my neighbours not to bother too, they were both going to sign up if we had a good experience.”

Helpful Report

Posted 2 years ago

Hi there, thank you for your review. I am so sorry to hear about your experience with Gousto, this is certainly not the service we want to provide. Gousto is a flexible subscription, and you can choose to have an active subscription or paused as this will allow you to order on an ad-hoc basis. I would like to look into this further for you, and ensure your account is on the best settings for you to prevent this from happening again. Please do get in touch by going to http://www.gousto.co.uk/get-help. Thank you. Best wishes, Kylie - Gousto Team

Posted 2 years ago

“The meals are good, but service is terrible. More often than not my box was late or with missing ingredients. Often there were 4 days worth of meals that all had to be used within 3 days, and veg is old and limp. Bread products are usually mouldy within 2 days of arriving. 2 weeks in a row my box has completely failed to turn up. This isn't a DPD problem as both times Gousto have failed to get it to DPD. I've just cancelled my subscription, but here's the real kick in the teeth - when you have a missing or damaged ingredient they only give you credit off your next box. You have already paid for those ingredients, but if you cancel your subscription you lose that credit and they won't refund it. So basically if you want your money back for goods they've failed to deliver then you have to order another box.”

Helpful Report

Posted 2 years ago

Hi Kate, Thank you for taking the time to leave this review. I'm very sorry to hear about the experience you've had with us - this is definitely not the level of service we aim to provide. It looks like you haven't received your subscription box from us, I can appreciate how frustrating this must have been! We'd like to take a closer look into this, could you reach out to us on www.gousto.co.uk/get-help/contact by selecting either Trustpilot/Google reviews in the drop down. Best wishes, Elina - The Gousto Team

Posted 2 years ago

“Trying to cancel my account. Your customer service people were rude and did not listen. Two boxes on their way which will be wasted as I'm not there. Also taking money from my account when I'd cancelled. Totally out of order. I shall be reporting you to trading standards.”

Helpful Report

Posted 2 years ago

Hi there, I'm so sorry to hear this has happened and understand how disappointing this may be. We'd like to take a look into this for you so please get in touch on: www.gousto.co.uk/get-help/contact Best wishes, Ashlee - The Gousto Team

Posted 2 years ago

“If you for any reason forget to order in time you get sent whatever crap hasn’t been bought that is nothing like your previous orders and fingers crossed you can eat 3 in one day as they will be out of date if not”

Helpful Report

Posted 2 years ago

Hi Hannah, Thanks for taking the time to leave us a review. I am sorry to hear of the issues you have had. It does sound like you have received a subscription box. I would love to be able to look into this further for you but to do this I will need some additional information to access your account. Please click ‘Get in touch’ on Gousto.co.uk/Help and select either ‘Trustpilot/Googlereviews’ in the drop-down menu. Please leave us your email address, postcode and name on the account and we can get this sorted for you. Once again I am sorry for the inconvenience caused. Best wishes, Penny - The Gousto Team.

Posted 2 years ago

“My first box arrived and it was missing lamb mince, not so bad as I had some in the freezer. My second box arrived and upon checking, I am missing spring greens, peas, potatoes, chicken and prawns. This means out of the 4 meals I have ordered, I can only make one of them. What a joke, when all you get is a few quid refund and then have to go back out to the shops to get the missing stuff. Will not use again and will be going back to Hello Fresh.”

Helpful Report

Posted 2 years ago

Hi Chris, Thanks for your review and I'm really sorry that you have had repeated issues in your last few boxes. This is absolutely not the level of service we expect our customers to receive. Could you please send me a message 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

Gousto is rated 2.5 based on 674 reviews