Shocking customer service, no help at all. I hadnt made an order with this company since October 2024. In January 2025 they randomly started taking money from my account when i had cancelled my account. Was told over 2 weeks ago that a refund would be made and still hasnt. Asked today to speak to a senior member of staff who could deal with my complaint to be told there isnt anyone. All they care about is taking money of customers even if they havent ordered boxes. Stay away from this company and dont add your card details ive had 4 amounts of 53 taken from my account since January 2025 and still no help or getting to the bottom of this issue

Date of experience: December 08, 2024

Cancelled my subscription as they are incapable of contacting to resolve an issue. They decided I needed two orders one day then the next! The second one was never requested by me, attempts to make contact came to nothing. Feel like I??ve been suckered.

Date of experience: December 21, 2024

Received an offer by email so went onto the site to look at the recipes, added some to a one off box order but wasnt happy with choices or price so I decided to remove them from basket and leave the site. A few days later I received an email from PayPal saying they had taken the money out, I contacted Gousto and they said order had been confirmed.

Date of experience: December 11, 2024

Terrible service and unfair refund. Box of 5 meals with 3 not usable at all as missing main ingredient. Offered a small refund. Cancelled contract. Terrible service.

Date of experience: December 20, 2024

Terrible poor quality mince for both meals .the mince was off and I had to go out and spend money when thr box cost me 44 pounds already ! No one answers or responds to a request for help no matter how hard you try I want a refund for the mince they won??t even respond .take it from me please just don??t bother ordering ever from Gousto

Date of experience: November 27, 2024

Really great meals but really really poor use by dates on meat or fish , literally If I am late home one night with not enough time to cook then I have to throw a meal away because of the dates , I have never had any meat or fish with decent use by date, todays delivery I have to eat fish 3 days in a row because of the date, then another meat will be out of date, Im unlikely to die because of it but if I went to the supermarket I would look for longer dates, I guess Gusto used near the mark date produce to make more profit

Date of experience: December 10, 2024

I have my subscription clearly set in the settings for a Sunday on a weekly basis. I went on to choose my meals like I have done every week yesterday wednesday only to find out that it has automatically selected me meals I did not choose for a day that Im not at home Saturday. I went on support to explain and that the food would have to go straight into the bin as Im not back until Sunday and its going to be sat outside and I have no one to collect it and the best they could do was give me 20 percent off!! What good is that? They explained it was due to Easter Sunday but that does not give the right to a company to change someones subscription without the consent of the consumer. Had the thing allowed me to select my meals on the day I always select then I was only going to select 4 and I was going to set the day to Tuesday. Such a reckless waste of the food and awful customer service.UpdateDont bother following the link in the replies from gousto you just get an email back with the same nonsense. They seem to not care that an entire weeks worth of foods going to go off on someones doorstep when theres people going hungry. Charming company

Date of experience: December 12, 2024

So first delivery of Gusto today, left on the doorstep in plain view of the street. No attempt to use the ring doorbell, leave it with a neighbours or put it out of site. Delivery message said it had been left in my porch... I dont have a porch. On opening the box I can honestly say I have never seen anything package like it in my life. I can only assume the warehouse staff are paid in a piece work basis. Tomatoes, herbs and spring onions in the bottom with tins, sweet potatoes and cartons of lentils thrown on top. Absolutely no attempt at heavy at the bottom and light or delicate at the top. We will have to now eat meals in the order of ingriedents most likely to bruise and go soft first. Comparing this with Hello Fresh there is no attempt to collect menu ingredients together, no numbered paper bag with corresponding menu card so twenty minutes tonight reading each menu card and separating 20 or 30 satchets and packets into piles for each meal. 3 stars is for the food and cards, recipes were clear and concise and read more naturally than HF to me. Packaging seems more sustainable, less plastic than HF. The food was tasty. Only one meal in so far. If they could get the distribution right they would have score quite highly.

Date of experience: December 14, 2024

I??m sorry Gousto but after being a fan and active advocate for several years I??ve lost my patience as I??m sick of having to report poor quality vegetables. Sort out your supply chain. If there is a use by date on the recipe ALL the ingredients should be fresh when I come to cook. I??m getting really fed up.

Date of experience: December 03, 2024

They have a serious issue with poor quality with fresh produce. 4 orders 4 weeks where we had to report poor quality and all they want to do is refund and not make changes I don??t expect much but I would like food to last to be able to eat it not bin it on day of receipt. Looks like another unnecessary trip to Tesco to replace items

Date of experience: December 17, 2024

Appalling customer service. Don??t even try to help or find some kind of resolve. A box is on its way that I don??t want and haven??t paid for, even though I??ve tried to cancel 3 times, I bet they??ll be chasing that money rather than just cancel like I??ve asked multiple times?.

Date of experience: November 25, 2024

After waiting in all day for our delivery weve still not received it. I go on twitter to ask and they tell me to dm them. Hour and half later still no response from them or my delivery.They are quick enough take the payment, but not delivery the food.I will not be using this company again after this.The customer service is diabolical who like to ignore you

Date of experience: December 10, 2024

LOVE Gousto so much! HUGE choice every week

Date of experience: November 21, 2024

Absolutely shocking service from this company. I requested my box to be delivered to a different address to my home address as theres no safe space. I changed this on my account but they still delivered it to the wrong address leaving it very unsafe. On contacting them they said I should have changed it on the order, despite the correct delivery address being the only address on the account. Im not sure how they expected me to know this. I cancelled my subscription because of this poor customer service. Upon contacting their customer service they were very helpful. They said my next box is still coming despite my account being cancelled and wouldnt make any effort to help me or offer any sort of compensation for their poor customer service. If you want a recipe box company DONT USE GOUSTO look elsewhere

Date of experience: November 18, 2024

Love everything about this from portion size to all the ingredients being in the right quantities . Recipes easy to follow and even though I??m a good cook they have taught me new techniques . Meals are so tasty and loads of choice

Date of experience: December 04, 2024

I had to cancel my order paid 30I cancelled 4 days prior to delivery I was only refunded 9Their terms and conditions stinkI was in hospital and even this did not stop them taking more than half of the amountSome companies its all about money but when the word is spread around that the terms and conditions stink. I will never subscribe again with them.

Date of experience: November 20, 2024

Really liked our last gusto box so this one was highly anticipated... Unfortunately it didnt match up. Maybe a chose the wrong recipes but the end result of both meals was underwhelming. Some of the ingredients were not in prime condition and wouldnt have lasted a day in the fridge. Will give Gousto one more chance and wait and see...

Date of experience: November 24, 2024

I received a meal I would have never chosen. Not sure how it??s happened. The meals don??t taste as good lately. The lentil one wasn??t very good.

Date of experience: November 22, 2024

I received beef mince instead of diced beef for the slow cooker spicy Korean beef and leek stew

Date of experience: November 26, 2024

Been using Gousto for around 9 months and absolutely love it, so much choice and DPD are brill at delivering we did have 2 weeks of Evri which wasn??t great but it??s been DPD since. However, when I checked the app this morning it showed a warning that ??4 of your recipes will expire within 3 days?. Not great, as I??m sure like us most people have them as their evening meal so not sure where the 4th meal was going to be eaten and clearly leaving us short for 5th day. Jumped onto live chat expecting an apology, maybe even a refund for the one meal that wouldn??t be used. The live chat experience was awful, 15 minutes of silencebear with me messages, initially told that our 5 days starts today which would make the 3 days warming irrelevant but when I questioned why the app said 3 days they completely ignored my question, then proceeded to tell me if I stored the ingredients properly the meals would last until Friday?! Considering each meal has fish or meat included, 4 of which go out of date before Wednesday this was ridiculous advice. After going around in circles I??ve left the chat, very frustrating.

Date of experience: November 10, 2024