Anna

Dear Anna,

Thank you for bringing your recent experience to our attention, and we sincerely apologise for the inconveniences you faced with your order. Your feedback is crucial, and we're committed to addressing these issues promptly.

We regret the substitution of your originally ordered item, we did however call and leave a voicemail to make you aware of the substitute product.

This falls short of the service we aim to provide, and we understand the frustration it has caused. We also apologise for the delay in delivery, especially on such a significant occasion as your friend's birthday. We recognize the importance of timely deliveries, and we're genuinely sorry for missing the mark.

The condition in which your parcel arrived is completely unacceptable, and we share your disappointment. We are actively investigating this with the courier APC and are putting preventative measures in place to prevent such incidents in the future.

To make amends, we called today and offered you a solution which still stands.

Once again, we apologise for any inconvenience caused, and we appreciate your understanding as we work to make things right.

Kind regards,
Customer Support

Dear Anna,

Thank you for your review.

We are sorry to hear of the issues experienced.

We are a spare parts distributor and rely on the information provided by the manufacturer/supplier to confirm suitability. We are sorry this was not accurate on this occasion and it has been passed to our suppliers to investigate.

We want you to be totally happy with your purchase, which includes a hassle free returns procedure should you need to send an item back to us.

If a part is incompatible, faulty or damaged, simply return it to us within 14 days of delivery in the condition you received it and we'll arrange a refund.

Please accept our apologies for the inconvenience caused.

Kind regards,
4ourhouse Customer Service

Thanks Anna, for taking the time to share your feedback. It’s so nice to hear that you've been pleased with the service until now.
I’m really sorry for the disruption to your boxes. It’s certainly not the standard of service we wish to provide,
I would like to take a look into this for you. Please click ‘Get in touch’ on Gousto.co.uk/Help and select ‘Trustpilot’ in the drop-down menu and we’ll get it sorted. Please quote this reference number: # 3155829
Best Wishes, Winnie - The Gousto Team

Many thanks indeed for your feedback. We are very sorry to hear that you had problems with some of your purchases.