The online store DE BUYER is consistently praised for the excellent quality of its products, particularly their frying pans and sauté pans, which customers find durable and effective for cooking. Many highlight the quick response times and helpful nature of customer service, ensuring a seamless shopping experience. The speed of delivery is another strong point, with numerous reviews noting that orders arrive promptly and well-packaged.
Order lost in the post. De buyer refuses to take care of anything and I'm left to fend for myself (even though they are legally responsible for the parcel until I receive it). This Christmas present probably won't be under the tree. Next time I'll go through Amazon.
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Response from DE BUYER
Hello,
First of all, we would like to apologize for the inconvenience caused by the loss of your parcel by the Colissimo delivery service. We understand the importance of receiving your order on time, and sincerely regret any complications this may have caused.
We took the necessary measures as soon as we became aware of the situation. A new order was immediately dispatched, and we are delighted to note that it was successfully delivered on 22/12/2023.
Your satisfaction is our priority, and we hope that despite this incident, you will be able to fully enjoy your products. If you have any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding and trust.
Yours faithfully
C
Christophe P.
Rating: 1 out of 5
following a purchase from 12/11/2023
I apologize in advance for the bad review. But the dimensions of the piece were not displayed on your website. My pastry chef and I thought it should be standard. Except that the piece is 2 cm too long. So it's of no use to me.
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Response from DE BUYER
Hello, we're very sorry to hear that your experience with one of our products was unsatisfactory. After checking on our site, in the external dimensions tab on the right of the product description, the product dimensions are correctly specified.
If you have any doubts about your order, please contact our customer service department by e-mail: [email protected] or by telephone: 0329300793.
Our team will be delighted to advise you. Best regards.
L
Laurent G.
Rating: 2 out of 5
following a purchase from 08/11/2023
The iron pans are obviously excellent... But one of them arrived deformed by a shock in transit, and I have great difficulty in making contact with buyer's...
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Response from DE BUYER
Hello, we sincerely apologize for the damaged product you received. From the photos shared, the defect seems to have occurred during transport, we regret the inconvenience caused.
We apologize for the delay in responding, which can sometimes take a few days.
Although we received your e-mail on 26/11, it seems that we replied on 27/11. We have sent you a second e-mail with a proposed solution to your problem, which we hope you will find satisfactory.
We appreciate your understanding.
Yours faithfully
J
JEAN FRANCOIS D.
Rating: 2 out of 5
following a purchase from 11/11/2023
The edges of the pan are too low and the handle is hot when touched without gloves.
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Response from DE BUYER
Hello, we're very sorry to hear that your experience with one of our products was unsatisfactory.
A non-stick frying pan is designed for low-temperature cooking, to reheat or reappropriate a dish. Under these conditions, the handle should not become hot. However, if you wish, you can use an insulating sleeve to minimize heat transmission. We encourage you to contact our customer service department at: [email protected]
Our team will be delighted to help you find a solution to your needs.
Thank you for your understanding. Best regards.
M
Mickael B.
Rating: 1 out of 5
following a purchase from 24/10/2023
Terribly long delivery!
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Response from DE BUYER
Hello,
Thank you for your feedback. We are sorry that the delivery time was longer than expected. We would like to point out that the delivery service, managed by Colissimo, encountered difficulties beyond our control. We have checked the tracking of your order and it was prepared and dispatched from our company within 2 days.
We appreciate your understanding in this situation.
Yours faithfully
C
Camille T.
Rating: 1 out of 5
following a purchase from 17/10/2023
There was no lid and it was not clearly noted on the website.
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Response from DE BUYER
Hello, we're sorry to hear that you're not completely satisfied with your purchase. All our utensils are sold without lids. If an item is sold with a lid, this will be specified. Please do not hesitate to contact us by telephone at 0329300793 or by e-mail at [email protected] for any information you may require prior to purchase. Best regards.
G
Gilles P.
Rating: 2 out of 5
following a purchase from 07/10/2023
the quality isn't there
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Response from DE BUYER
Hello, we're sorry you're not completely satisfied with your purchase. Can you tell us more about the problem you encountered? Please do not hesitate to contact us at the following e-mail address: [email protected]
Best regards.
Q
Quentin A.
Rating: 1 out of 5
following a purchase from 19/07/2023
Avoid carbon Crépière plus.
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Response from DE BUYER
Hello, we're sorry to hear that you're experiencing a problem with our product. We have tried to contact you on your e-mail address, so that we can discuss and solve the problem together? Please contact us at [email protected] . Best regards.
P
PHILIPPE P.
Rating: 1 out of 5
following a purchase from 15/08/2023
Hello, Disappointed because surprised by several features that I did not imagine. 1- I ordered pans with a diameter of 20cm as indicated on the site. But when I received them, I noticed that they were 20cm in diameter at the top and 14cm at the bottom, whereas my wish was to have two pans 20cm in diameter at the bottom. The description on the website is not precise enough. 2- I discovered that the pans do not have a non-stick coating, and that I had to do the basting myself. This specificity is not obvious to the uninitiated. On the other hand, it's obvious that these stoves are of very high quality, but I don't use them because they're too complicated for me. Yours sincerely, Philippe Pinteaux
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Response from DE BUYER
Hello, thank you for taking the time to share your experience with our products. Your feedback is essential to help us improve our products and online information. We're sorry to hear that you were disappointed with several aspects of our steel stoves.
Please allow us to clarify these points:
Regarding the size of the pans, we understand your dissatisfaction with the difference in diameter between the top edge and the bottom. We recognize that this can be disconcerting, and will take steps to make this information more explicit to avoid future misunderstandings.
Regarding the non-stick coating, we're sorry you were surprised by its absence. Our pans are made of steel, which makes them ideal for browning, searing and grilling food. They do, however, need to be tumbled to obtain a non-stick surface.
We're pleased to hear that you find our pans to be of high quality, even if they don't entirely meet your expectations. If you have any questions or need advice on the basting, use and maintenance of our steel pans, please don't hesitate to contact us. We're here to help!
Your Customer Service.
C
christiane V.
Rating: 1 out of 5
following a purchase from 28/07/2023
I'm delighted I haven't tried the roasting dish yet I'm waiting for it to get cooler before I turn on the oven but I think it'll be fine.
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Response from DE BUYER
Hello, thank you for taking the time to leave a review about your shopping experience with us. We are delighted to hear that you were satisfied with your order from us.
However, we have noted that your rating is not entirely in line with your positive comment. You have given us a lower rating, and we are surprised by this discrepancy. If you have encountered any issues or concerns that we have not yet addressed, we would like to hear about them so that we can resolve them quickly and provide you with the best possible experience.
Best regards.
O
Olivier B.
Rating: 2 out of 5
following a purchase from 08/07/2023
Too bad there are no double bottoms on the sauté pan, Dutch oven and saucepans. I should have looked more closely at the product descriptions. Poor heat distribution on induction.
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Response from DE BUYER
Hello, thank you for taking the time to share your opinion about our products. Your feedback is invaluable to us, as it helps us to continually improve.
We are sorry to hear that our products did not fully meet your expectations. Steel is an excellent conductor of heat, however, one crucial aspect to consider is the size of the inductor on your induction hob. Even heat distribution is essential for efficient cooking. The size of the inductor may not perfectly match the base of your cookware.
This may affect heat distribution. We encourage you to check the specifications of your induction hob to ensure that the size of the inductor matches that of your cookware. It's important to note that this size may differ from the design visible on the plate itself.
If you have any further questions, please do not hesitate to contact our customer service department.
P
PASCALE D.
Rating: 1 out of 5
following a purchase from 30/06/2023
I've ordered a KWIK funnel nozzle and siphon nut kit. How can I send it for repair?
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Response from DE BUYER
Hello, we're sorry for the inconvenience.
Please do not hesitate to contact us ([email protected]) so that we can find a solution for your KWIK.
Best regards.
C
Claire L.
Rating: 1 out of 5
following a purchase from 30/06/2023
we didn't keep these heavy pans, which scorched on the first cooking despite observing the start-up rules, which exclude too many ingredients from the cooking process. Totally unsuitable for our domestic cooking and baking. We regret this purchase.
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Response from DE BUYER
Hello, we're sorry to hear that you're not completely satisfied with your purchase. Please do not hesitate to contact us ([email protected]) so that we can find a solution and advise you on the use and maintenance of your stove. Best regards.
M
Muriel C.
Rating: 1 out of 5
following a purchase from 22/06/2023
See my review of my salt mill order
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Response from DE BUYER
Hello, in order to best meet your expectations following your review, please contact us ([email protected]).
Best regards
P
pierre antoine R.
Rating: 1 out of 5
following a purchase from 19/02/2023
I made a return of part of the order I had the wrong type of fire. I have not been reimbursed. Cdlt
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Response from DE BUYER
Hello, we're sorry for the inconvenience.
We are happy to have found a solution to the problem.
Best regards.
D
Demina E.
Rating: 1 out of 5
following a purchase from 03/06/2023
Unfortunately I did not receive my order. The courier didn't deliver it personally, but left it somewhere, but didn't say where.
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Response from DE BUYER
Hello, We're very sorry about this delivery mishap. However, according to the colissimo tracking system, we have noticed two delivery attempts to your home, with an ironing notice. Your parcel was then held for 10 days at your usual post office.
Nevertheless, we are delighted to have found a solution, following our telephone exchange.
We would like to thank you and remain at your disposal for any further information you may require.
Yours sincerely
E
Elie L.
Rating: 1 out of 5
following a purchase from 28/05/2023
Nothing to say about the product, but one of the pans was damaged. I won't order on the internet again.
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Response from DE BUYER
Hello, We are delighted that our products meet your expectations. However, we are sorry to hear that one of the stoves is damaged.
Unless we are mistaken, we have not received any inquiries regarding this problem.
Please contact us ([email protected]), so that we can find a solution.
We thank you for your interest in our products and remain at your disposal for any further information.
Best regards.
C
CHRISTIANE R.
Rating: 1 out of 5
following a purchase from 13/05/2023
I bought the same products 10 years ago, and the ones I've just received are of lesser quality... I deeply regret my purchase and think that du Creuset would have been much better! I bought a device to catch on the handles, it doesn't work with the pans I received although on the site it was mentioned that it should work. The handles are much too big
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Response from DE BUYER
Hello, we're here to help! If you have a problem with one of our products, please contact us directly at [email protected] and we'll do our best to help you solve the problem. The necklaces you have ordered are not compatible with the LOQY handle. The handle you have ordered works only with products from the LOQY collection. Yours faithfully
T
TAOUFIK A.
Rating: 1 out of 5
following a purchase from 10/04/2023
Order not received
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Response from DE BUYER
Hello, we're sorry for the inconvenience.
Unless we are mistaken, we have not received a request for this parcel. You normally received a colissimo tracking number to follow your parcel.
We went on your tracking link and we see that your package is back to us because the deadline to retrieve your package is exceeded, it is indicated that you were notified that your package was waiting in your post office. We will resend it as soon as we receive it. Yours faithfully
X
Xavier M.
Rating: 1 out of 5
following a purchase from 17/01/2023
Hello, my Poêle Lyonnaise CHOC is not flat. It is therefore not possible to use it on plates. The more I use it, the more it warps. In short, a product I can no longer use. No response from the after-sales service, it's really regrettable. Xavier
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Response from DE BUYER
Hello, thank you for your confidence and we are sorry for the problem encountered. We hope that you will be completely satisfied with the replacement product sent to you and that your experience with our products will not leave a bitter taste in your mouth. Yours faithfully
L
Ludivine G.
Rating: 1 out of 5
following a purchase from 08/04/2023
Hello, order taken into account very late several days after.
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Response from DE BUYER
Hello, we're sorry for the inconvenience, we had a technical problem that was quickly resolved.
Your order was placed at the beginning of the Easter weekend, our company does not work on weekends, so we processed orders on Tuesday, and your parcel was dispatched on Friday.
After the 3-day weekend, there were also a lot of orders to prepare.
Thank you for your patience, which I hope has been rewarded by receiving our products.
E
Erwann L.
Rating: 2 out of 5
following a purchase from 29/03/2023
The sieve I bought was of mediocre quality, and on the first pass of the fine face, the mesh tore at the ends... first and last time for me!
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Claire G.
Rating: 1 out of 5
following a purchase from 03/03/2023
Very disappointed not with the product but with the tons of packaging used for shipping! 2 boxes inside each other, plus lots of tissue paper, plus lots of folded kraft paper .... Shameful for the planet, unworthy of your brand.
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Response from DE BUYER
Hello, we're sorry you're disappointed with our packaging. The customer experience and the environmental impact of our business are very important to us. Our priority is to ensure that your products arrive in perfect condition, which may sometimes require the use of more paper. However, we would like to emphasize that all our stuffing papers are recyclable and that no plastic is used for packaging. Our e-commerce shipments are very recent, and we're still learning and adapting to shipping packages to private customers. Thank you for your feedback, which will help us improve our packaging process.
Best regards.
A
Alexis B.
Rating: 2 out of 5
following a purchase from 19/02/2023
The pan is superb, but since we put a sticker on the bottom of the pan, well now I've got glue on the bottom that I can't get off.
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Response from DE BUYER
Hello,
We apologize for the inconvenience. We have several methods for removing labels and glue residues.
1st method: soak the label to be removed in vegetable oil. Leave for 10 to 30 minutes. Remove the label, then using a piece of paper towel, make circular movements to wipe off excess oil and at the same time remove any traces of glue. If glue residue remains, use a soapy sponge or dry rub in a circular motion with steel wool.
2nd method: heat the label with a hair dryer. Peel off the label. Clean the area with soapy water or dry with steel wool in a circular motion.
3rd method: place a dishwasher tablet in the bottom of the utensil with very hot water, leave for a few moments, then rub the bottom with a sponge.
We can also provide you with answers by contacting us at 0329300793
Best regards.
E
EMMANUEL H.
Rating: 1 out of 5
following a purchase from 24/01/2023
Absolutely not satisfied with my order. 1 month to receive 2 articles, coming from China for a so-called "French" house... No follow-up in the transaction, I called 4 times the service to have news, and still today I await a refund of a commercial gesture of an unknown amount...
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Agathe B.
Rating: 2 out of 5
following a purchase from 08/01/2023
Pan lid does not fit the pan despite similar diameters and compatibility advertised on the site ... and product too packaged for the pan.
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Louis P.
Rating: 1 out of 5
following a purchase from 14/12/2022
NOT ACCEPTABLE Among the batch of pans I bought, there was one with a severely deformed handle. This defect is obvious and visible. As this damaged product was individually packaged and the carton showed no signs of damage, it was sent to me with full knowledge of the facts. Obviously, this obliges me to return it to you and wait for a new copy.
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Nicolas L.
Rating: 1 out of 5
following a purchase from 14/12/2022
Item (Revolution mandolin) broken after 2 attempts. The guide doesn't slide properly, you have to force it, in short, catastrophic. Impossible to slice "by hand", without the pusher. In short, very surprising for a De Buyer product, usually they never disappoint me.
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