Gousto -

We have been using Gousto for nearly two years and we have never had any problems with items missing etc. The attitude from the Customer Service is appalling and if I had that response I would definitely not use them again.

What a very rude reply to genuine problems that are not just one offs.
I suspect it’s an Ai response but unacceptable all the same.
I’d try and contact them another way if I were you, quite often a poor review works.
Can you change to another company that do similar meal boxes such as Hello Fresh?

Before retirement I used Gousto, the quality and service was impressive.

Sounds like an AI answer

This was an actual agent i chatted wi
th in their chat box

Write an email to the CEO?
Sounds rude.

Have you got the full transcript of the conversation Moyode?
I would lodge a complaint if I were you.

Goodness, I am surprised.
Various family members have had Gousto deliveries without difficulties over the last six or seven years.

Do hope you get an apology and better service from now on.

My family order the Gousto meal plans occasionally it fits in with their busy lives. I personally think its a good idea for them as portion size is just right and they don't waste food. I don't think they ever had issues I know if they did they wouldn't order again.
Sometimes when they prepare their own meals they have made too much. Quite a few times I have been there and irritated as I hate food waste. It is a good service decent overall cost reasonable portion size my family like them.

I’m very surprised to hear this. We tried a few of these services and settled on Gousto as they had the best choices for us. We’ve used them very regularly for about 4 years and never had any problems either with quality of the food or delivery. Perhaps it varies in different areas.
I hope they resolve your issues.

I would be finding somewhere on Facebook to post screenshots of your dialogue and their response…

Sounds more like ai than actual agent. Unless they are allow to say such things to customers. Really bad customer service

It’s so obviously NOT AI. It’s illiterate, which AI is not. No, you must take this a lot higher - and believe me, AI can help you to find the person/position to whom your complaint should be sent. Not only that AI can help you to draft your letter. I’d be inclined to write it yourself the first time, but if you don’t get written assurances that it won’t happen again - in addition to some form of compensation- then use AI for your second letter. Be careful to word your AI requirement clearly and to check that they are at least 90% certain of any legal issues they quote.
Whatever, this was appalling and unacceptable behaviour and almost certainly at the least a breach of contract in the first place, compounded by the insulting response.

NotAGran55

Have you got the full transcript of the conversation Moyode?
I would lodge a complaint if I were you.

Outrageous. I'd also gone Trust Pilot and write a review. They should be ashamed

Moyode

This was an actual agent i chatted wi
th in their chat box

Chat boxes are nearly always chat bots now. They sound quite real because the tech has come a long way. They are programmed to respond very realistically to key words. They even use slang. I usually say "Are you human? Please connect me with a human customer service person".

Lots of similar comments on Trustpilot about missing ingredients and poor customer service - even the replies on Trustpilot are from bots and are AI generated.

I have been using Gousto for the last year or so. I have been extremely pleased with the quality and quantity of the ingredients and enjoyed the recipes. I have never had anything missing and it has always been well packed. I had forgotten to change my details when my credit card renewed and had a very pleasant email explaining that the payment had failed, it listed a number of possible reasons and asked me if I could check so that they could fulfil the order. I cannot rate them highly enough.
I'm sorry your experience was so distressing.