Have been using Gousto for several years without any issues. Like many others recently experiencing a change of courier, we received our box last week at 1030pm! The courier, Yodel, said between 7pm and 9pm, 910pm came and went, then the Yodel app changed from delivering today to we have your parcel. Contacted Gousto received a refund. Then this week, same situation happening, delivery scheduled between 6pm and 8pm. Now we receive an email from Gousto saying issues with your delivery, will be with you before 10pm!. Contacted Gousto customer services who were useless! Saying there is only one courier in our area, what a load of rubbish. Now they have stated, if we change our delivery date they can change courier! Sorry its YOUR courier, not mine....Cancelling my long term subscription with Gousto!!!

Date of experience: January 28, 2025

We used Gousto for 23 years but decided to stop as the quality of the meat is not great. It should be free range for all recipes really.

Date of experience: January 29, 2025

If the quality of fresh ingredients had risen in line with the recent price increase I would probably stay with Gousto but the frequent damaged veg why repeatedly put easily damaged veg at the bottom of the box? and the last minute shelf life rarely lasts the use by date of recipes undermines the convenience when a trip to the supermarket to replace items is needed. Packaging waste and ingredient waste is also increasing as the 3 person options also frequently require 1.5 of something supplied. I??m going to try an alternative.

Date of experience: February 18, 2025

Staff extremely rude and not wanting to help

Date of experience: February 15, 2025

Have had several orders no issue, then my last one said would be delivered Monday waited and waited, message Gousto support told to wait for 6pm and should be here, 6pm arrived and NOTHING, Gousto said wait until 7 nothing again then told wait next day! THIS IS FRESH FOOD! Contact today no real effort of customer service, have to now wait 35 days for refund and have to go shopping. Also requested a manager call and guess What nothing. GOUSTO the nothing happens if anything goes wrong business asked me to reply and guess what NOTHING surprise me not

Date of experience: February 08, 2025

Ordered my first box that did not arrive. Contacted gusto who initially were very helpful. They refunded my discount and what I had paid to reapply to my 2nd box.I have then had the full amount for this box taken from my account today even though with discount and credit this boxs cost was covered and been advised it will now take 10 working days to be reissued back into my account.Should have given up when my first box didnt arrive!!

Date of experience: February 04, 2025

Been a Gousto customer for years. Box received containing five meals late on 2nd March with sell by dates on the meatfish for 6th March. Phoned to point this out as one meal cannot be used, to be told I need to send a photo. Not keen on being told I am not telling the truth. Eventually a refund offered on one meat ingredient. The agent tells me he is following protocol. Made me feel very sad that is how you treat customers,

Date of experience: January 27, 2025

It didn??t arrive

Date of experience: January 27, 2025

Food lovely but short dates and not very fresh peppers.

Date of experience: February 03, 2025

Thought we??d give this a go, after noticing that recently the quality of goods received from HelloFresh, was pretty poor.First week with Gousto and things were looking good.Week 2, patiently waiting for a box to arrive, we received an email from Gousto at 4.47pm, telling us our box wouldn??t be arriving this week and that they??d credit our account with 5 for the inconvenience. So just before tea time we??re heading out to the shops to grab food for tea. Best bit, we never even received a refund, they??ve just kept the money in the account.

Date of experience: January 20, 2025

I wouldnt bother. If you cancel your subscription you still get charged. I wouldnt mind but it was my last 60 quid for the weekend before payday leaving me with nothing. They had me on hold for ages just to tell me they wont do anything to hasten the refund 35 working days Basically theft. ALSO when you try to call back after complaining they drop the call on you or leave you on hold for up to 40 mins...asked to speak to a manager and they REFUSED stating theres nothing they can do....in this economic climate this is disgusting...I now have to go and borrow money to eat and feed my kids....and the cowards cant even take my callUPDATE ALMOST A WEEK LATER AND I STILL HAVE NO REFUND i had to call up. No refund request was even put in and when I called the man tried to issue me 14 when they took almost 60. Absolutely disgusting. Another 10 days waiting for my money that I NEVER gave permission to be taken.

Date of experience: January 23, 2025

I had to add some frozen peas to the beef dish as there wasnt quite enough. The other two were more than enough. All were very tasty.

Date of experience: January 25, 2025

Me and my children got food poisoning

Date of experience: January 17, 2025

Even one star is too much for this thieving company.I cancelled my subscription on 23rd February.. all was good and I didn??t receive the next box didn??t think anymore of it.. until today 8th March I receive an email stating my box will be delivered tomorrow.. and I had been charged 65? logged into the app which confirms what I thought, my subscription IS cancelled..Then spent about 30 mins on the phone with their so called customer service.. who are the rudest customer services I have ever had the displeasure of dealing with.. clearly not allowed to go off script.. I wasn??t allowed to speak with a manager.. apparently one is going to call me but I??m not going to hold me breath.. the most I was offered was 50 refund.. for something I didn??t order nor do I want.. and apparently they can not will not cancel the delivery. I contacted DPD to try and cancel but they said only Gousto can cancel and I will need to contact them.. This is theft as that payment they have already taken was not authorised by me.. I will be taking this further..I have filed a case with PayPal and an awaiting contract from a manager at Gousto.Trading standards will also be hearing about my experience.So I sent an email as requested in your reply, only to receive a response of scripted nonsense regarding choosing recipes, which has no relevance to my actual complaint that you have taken payment for a cancelled subscription honestly this is appalling

Date of experience: February 07, 2025

good as usual

Date of experience: February 06, 2025

I used to use Gousto during lockdown and thoroughly enjoyed it and choosing from the recipes. I stopped using them when a known ??system error?? took multiple payments from my card for the same box. I had swapped recipes within the agreed time frame and rather just charge the difference, I was charged for the entire box again. Due to the length of time to get a refund I cancelled my subscription.Against my better judgement, I accepted a discount to restart my subscription some time later. It started off ok, with lots of recipes to choose from compared with before. Unfortunately the peppers and spring onions were often like mush before I could use them so I found myself having to replace the odd item. Not a massive problem but not ideal.However the reason for this review is I don??t think they have improved over time. I skipped a box as I was away and 9 days later I??m still waiting for my money back. I don??t know any retailer that takes this long. I had a similar situation with a void charge with another retailer and got this back overnight!. I just spoke with a member of their team and requested some info so my Bank could expedite the process. Gousto won??t help, the member of staff basically said they have a set script to follow so couldn??t give me the information needed. Everything about the Gousto experience has become incredibly lacklustre. It??s not cheap and I won??t be making the mistake of coming back a third time!!

Date of experience: January 29, 2025

Gousto are not interested in helping you resolve issues so I have now gone to Hello Fresh

Date of experience: January 15, 2025

I cancelled my subscription, they then took a payment for food I didnt want. I immediately contacted Gousto to get a refund and put a stop on the box as it will go to waste.They kept telling me once the box is committed it is too late. I didnt commit to the box as I cancelled my subscription.They offered me 20 refund, which I said no. Then they said the best they could do is 50.Really not happy, poor customer service. Dont use.

Date of experience: January 23, 2025

My order was missing a lot of items !!What a joke ! Really disappointed

Date of experience: January 20, 2025

Absolutely shocking customer services, for the last 3 weeks weve never received the meals weve ordered.the only reason we gave it one star is for the quality of the ingredients.Cancelled

Date of experience: January 26, 2025