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.
Hello, my order is not complete and what's more I've had no news about the rest, about the arrival of my missing item. What's more, you're asking me what I think about it as if I'd received absolutely everything, when that's not the case. Will I at least receive my missing item when my payment has gone through? Despite this, yes, the products are magnificent and of high quality.
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Response from DE BUYER
Hello, we're sorry for the inconvenience. Unfortunately, the product is out of stock. As indicated in our email exchanges, we will ship the missing product at the beginning of February, along with a commercial gesture.
Thank you for your understanding and trust.
Yours faithfully
A
Andrea C.
Rating: 3 out of 5
following a purchase from 14/12/2023
the center area of the pan does not heat up the way the outer parts of the pan heat up... so the pancake/crepe sticks and doesn't cook. It may be defective. We are still trying to do more oil treatments and heating the pan to create the solid covering - but no progress with the middle few centimeters of the pan.
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Response from DE BUYER
Hello,
We're sorry to hear that you're experiencing a problem with our product. Could you please send us a message directly so that we can solve the problem together?
Here's our contact e-mail: [email protected]
Best regards.
S
Sylvain K.
Rating: 1 out of 5
following a purchase from 14/12/2023
Hello, I had ordered a 28 cm inner diameter pan and I received a 20 cm pan because there is an error in the dimensions of the description of the pans. I hope this error will be corrected. I was able to benefit from a commercial gesture and the error will be repaired. On the other hand, I received a steel crêpe pan and there's a part that won't stick, so the pancakes stick. It's impossible to get the non-stick effect on this pan, which I've prepared several times with oil as recommended on the instructions. On the other hand, steaks cook well in this crêpe pan! So I'm not satisfied with this steel product, which is supposedly anti-adhesive.
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Response from DE BUYER
Hello,
The breeching of your stove will become optimal with use, and it is normal for the breeching not to be uniform immediately.
For further advice on our steel products, please contact our customer service department. We're here to help!
Best regards.
F
Fabienne D.
Rating: 3 out of 5
following a purchase from 16/12/2023
Delivery a little long, but otherwise smooth
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Response from DE BUYER
Hello, we apologize for the inconvenience. The approach of Christmas, as well as our appearance on the TV show CAPITAL, have resulted in a longer preparation time for orders. We apologize for this inconvenience.
We have checked your order status and you have been delivered within 10 days. We thank you for your patience, which I hope has been rewarded by your receipt of our products.
Best regards.
P
Philippe B.
Rating: 3 out of 5
following a purchase from 12/12/2023
Delays before dispatch of parcel exaggerated compared with the responsiveness of other Ecommerce sites. It took an e-mail alert to trigger delivery. It's also a pity that discount codes don't exist on the France site. At this price level, customers expect more, otherwise they might as well go through the American giant.
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Response from DE BUYER
Hello, we apologize for the inconvenience. The approach of Christmas, as well as our appearance on the TV show CAPITAL, have resulted in a longer preparation time for orders. We apologize for this inconvenience.
We have checked your order status and you have been delivered within 10 days. We thank you for your patience, which I hope has been rewarded by your receipt of our products.
Best regards.
C
catherine V.
Rating: 3 out of 5
following a purchase from 12/12/2023
I bought heat shields that don't fit my container. The sizes are not clear on the website.
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Response from DE BUYER
Hello,
Thank you for taking the time to let us know about your purchasing experience on our site. There are two sizes of protectors, and the small ones you chose are not compatible with the stewpot you ordered. Have you contacted our customer service department to resolve this problem?
Best regards.
M
Marc C.
Rating: 1 out of 5
following a purchase from 09/12/2023
Order placed on 9/12 received on 20/12 Delivery time doubled compared to site promise. Product overcharged. 2 reminders before being reimbursed for the overcharge.
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Response from DE BUYER
Hello,
We understand your dissatisfaction and thank you for your patience. At the end of the year, processing times are sometimes longer. We have taken note of your comment to improve this point. We remain at your disposal should you need us. Yours sincerely
O
olivier V.
Rating: 1 out of 5
following a purchase from 02/12/2023
Hello, I received my order but one of the stoves is damaged (scratches and marks), I made a complaint with photos but to date no return from customer service. I look forward to hearing from you. Best regards Olivier Visbecq
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Response from DE BUYER
Hello, we're sorry for the inconvenience.
Based on the photos we've e-mailed you, we've given you an answer. We would like to point out that our stove is made of raw steel, which makes it an exceptionally robust product. Rough steel is renowned for its durability and strength, and may naturally show slight marks which in no way affect the performance of the stove.
We thank you for your understanding and trust.
Yours faithfully
C
Castel G.
Rating: 1 out of 5
following a purchase from 09/12/2023
Dear Customer Service, I am writing to express my deep dissatisfaction with a product I recently purchased from you. I used the product for the first time, scrupulously following the instructions provided. Unfortunately, to my great disappointment, I found rust stains after cleaning it with water. This product, which is also very expensive, did not meet my expectations or the quality I usually associate with your brand. I am extremely disappointed and am seriously considering not being your customer in the future. I would therefore ask you to review my situation and take the appropriate steps to resolve this issue. I look forward to a prompt and satisfactory reply. Yours sincerely, Guy Castel
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Response from DE BUYER
Hello,
We are sorry to hear that you are experiencing a problem with our product. We would like to point out that our stoves are made of raw steel, which makes them extremely robust. Our stoves have no surface treatment to protect them from rust. It is possible for a steel pan to rust.
We can help you and share our tips for using and maintaining the Mineral B pan. Can you send us a message directly so that we can solve the problem together?
Best regards.
B
Benoit G.
Rating: 1 out of 5
following a purchase from 07/12/2023
Mineral B stoves are very disappointing. They stick, are difficult to bake and stain the pans. Also very difficult to clean. Considering the price, it's a regrettable purchase.
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Response from DE BUYER
Hello,
We are sorry to hear that you are not entirely satisfied with one of our products. Could you please send us a message directly so that we can help you with your steel stoves.
Here's our contact e-mail: [email protected]
Best regards.
S
SEBASTIEN H.
Rating: 3 out of 5
following a purchase from 04/12/2023
Delivery within 3 weeks... but quality product
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Response from DE BUYER
Hello, we're sorry for the inconvenience. We had a few "good deals" for Black Friday, and the approach of Christmas, as well as our appearance on the CAPITAL TV show, have resulted in a longer lead time for preparing orders. We apologize for this.
We have checked your order status and you have been delivered within 10 days. We thank you for your patience, which I hope has been rewarded by your receipt of our products.
Best regards.
L
laetitia T.
Rating: 1 out of 5
following a purchase from 02/12/2023
this is not a comment on the quality of your products... But I don't understand that the buyer is responsible for the return if the product is not suitable...
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Response from DE BUYER
Hello,
Thank you for sharing your review and we understand your concern about return shipping costs.
Our returns policy is designed in accordance with the Hamon law. In the event of retraction, it is the buyer who bears the return costs, as indicated in our General Sales Conditions.
Thank you for your understanding. Yours faithfully
P
Pascal M.
Rating: 1 out of 5
following a purchase from 29/11/2023
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
F
Florence B.
Rating: 3 out of 5
following a purchase from 26/11/2023
Absolutely nothing wrong with the product, but the packaging was out of all proportion to the product.
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Response from DE BUYER
Hello, thank you for your feedback. We understand your concern about the size of the package in relation to the contents. It is important to note that our company focuses mainly on delivery to professionals, which may explain the size of the packages. For orders destined for private individuals, we pay particular attention to the gluing to make it more suitable. Our priority is to ensure that the product you have ordered arrives in perfect condition.
Your feedback is important to us, and we take it into account to improve our service. If you have any further questions or concerns, please do not hesitate to contact us. We're here to help. Best regards.
B
Bruno C.
Rating: 3 out of 5
following a purchase from 23/11/2023
a few scratches on the steel pan after unpacking...
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Response from DE BUYER
Hello,
Thank you for choosing our Mineral B steel stove, and we're delighted that you've taken the time to share your opinion.
Regarding the micro-scratches you observed after unpacking, we would like to point out that our stove is made from raw steel, which makes it an exceptionally robust product. Raw steel is renowned for its durability and strength, and may naturally show slight marks which in no way affect the pan's performance.
If you wish, please feel free to send us photos to the following e-mail address: [email protected]
This will enable us to confirm that these are indeed micro-scratches, and to assure you that your stove is in perfect working order.
We are here to answer any questions you may have, and to ensure that you are completely satisfied with your purchase.
Best regards.
M
Mylène T.
Rating: 3 out of 5
following a purchase from 20/11/2023
Perfect delivery and packaging
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Response from DE BUYER
Hello, thank you very much for your compliments! We're delighted that you've appreciated the special attention we pay to packaging and delivery. Your satisfaction is our greatest reward! Best regards.
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.
G
Guylaine F.
Rating: 3 out of 5
following a purchase from 04/11/2023
Ordering and delivery were quick and easy. However, the product purchased (shortbread kit) does not fulfil its function.
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Response from DE BUYER
Hello, thank you for your interest in our products. For personalized advice, please contact our customer service department at [email protected]. They will be delighted to help you. 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.
J
Jimmy C.
Rating: 3 out of 5
following a purchase from 09/10/2023
I bought 2 knives, and I'm really delighted with my purchase. I'd been wanting to buy quality knives for a while, so I could enjoy cooking. Challenge met! On the other hand, the packaging is really disgraceful and I weigh my words. I received a parcel measuring about 60cm by 40cm and 20cm high for a paring knife and a chef's knife. Frankly, I understand the need to protect knives, but you can't go overboard.
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Response from DE BUYER
Hello, thank you for your feedback. We understand your concern about the size of the package in relation to the contents. It is important to note that our company focuses mainly on delivery to professionals, which may explain the size of the packages. For orders destined for private individuals, we pay particular attention to the gluing to make it more suitable. Our priority is to ensure that the product you have ordered arrives in perfect condition.
Your feedback is important to us, and we take it into account to improve our service. If you have any further questions or concerns, please do not hesitate to contact us. We're here to help.
C
camille R.
Rating: 3 out of 5
following a purchase from 19/09/2023
Bought a 24cm frying pan. The frying pan was packed in a rather large cardboard box, which in turn was packed in an even larger cardboard box. In the end, I think it's an excessive package for a 24cm frying pan, too much waste for just one frying pan, no matter how good it is. Otherwise, I think it should be made clear on the sales site that the diameter corresponds to the flared part of the pan and not the bottom. People order with the naive idea that the diameter corresponds to the bottom, in order to adapt to the diameter of the induction hob's hearth. "24" hearth, so I'll take a 24" frying pan, but in fact no, it doesn't fit. I think it would be useful for it to be more clearly indicated for utensils as flared as a frying pan. Other than that, I'm very satisfied with the quality.
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Response from DE BUYER
Hello, we understand your concern about our packaging. We place great importance on the customer experience and the environmental impact of our business. 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 no plastic is used for packaging.
During the production of our products, we use a single packaging for both pallet shipments for professionals and parcel shipments for private customers. This approach guarantees the safety of our products while minimizing the environmental impact of our packaging.
We are constantly striving to improve our shipping and delivery services. We are constantly adapting to better meet the needs of consumer parcels, a relatively new area for us. Your feedback is valuable and will help us improve our packaging process.
The measurement of our products' diameters is another area we are actively working on. We are working to make this information clearer on our website in the near future. If you have any further questions or concerns, please do not hesitate to contact our customer service department. Our team will be happy to provide you with the answers you need. 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.
L
Luigi G.
Rating: 3 out of 5
following a purchase from 27/08/2023
Hello, I am very happy to have received the equipment I ordered. It complements other De Buyer items that I particularly like. However, I currently have induction hobs on which the small saucepan I received does not work. However, it is clearly stated that the stainless steel used is induction-compatible. Furthermore, the lack of conduction is not linked to the size of the pan, as I use an even narrower Moka on the same hob. Could the "De Buyer" engraving on the bottom of the pan be the cause? What advice could you give me to make the pan really induction-compatible? I bought this pan to replace one that didn't work on induction, so it's a bit disappointing. Thank you very much, Luigi Gatti.
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Response from DE BUYER
Hello, thank you very much for your interest in our products. We advise you to contact our customer service department in order to find a solution adapted to your situation. It is unlikely that the laser engraving on the outer bottom of the pan is the cause of the detection problem on your hob. It's important to check the characteristics of your hob, especially the diameter of the inductors, to understand the source of the malfunction. Rest assured that we will do our utmost to resolve this problem efficiently. Yours sincerely
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.
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.
M
Mark S.
Rating: 3 out of 5
following a purchase from 04/07/2023
We bought this fait tout as a wedding gift. We paid over 140€ and clearly didn't read the descriptive very well. It came without a lid...who sells a fait tout without a lid....and for that amount of money? Shameful.
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Response from DE BUYER
Hello, we are sorry to hear that you are not totally satisfied with your purchases. Indeed, on some ranges the lid is not included with the pot, however this information is indicated on the products concerned. Kind 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.
L
Lorenzo V.
Rating: 3 out of 5
following a purchase from 21/02/2023
the shipment went very well but I am disappointed by the quality of the pan, the heat is not transmitted evenly and the cetre is very convex.
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A
andrea H.
Rating: 3 out of 5
following a purchase from 13/03/2023
Maryse soft spatulas are not so soft... The special high-temperature spatulas are very large and hard to grip. Rather disappointed with these items!
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L
Laury D.
Rating: 3 out of 5
following a purchase from 11/03/2023
Fast shipping, too bad some items are not rustproof, I didn't realize that when I bought them. They rusted the first time I used them.
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