Customer reviews of Le Comptoir de Mathilde

I saw the different mustard pots a bit bigger than what I received. The size of the mustard pot is really ridiculous

Delay far too long

Hello, we were disappointed by the quality of the chocolate (pralines) and by the chocolate paint that we unfortunately never managed to melt...

Hello, I was very disappointed regarding my penultimate order because the delivery times were really long. Usually, it goes much better. Nevertheless, it did not prevent me from placing another order.

I ordered 3 spreads and the 4th was free. I don't understand because the 4th does not appear in my order and I did not receive it. But I would have liked at least for them to give me the 4th and to point out my mistake. And no response from customer service!

Order not received at home despite the delivery surplus, order apparently delivered to a pickup point by the delivery person, order never received at the pickup point confirmed by phone with the pickup point.

The package arrived damaged and one glass out of four was missing. I reported the damaged package, but have not yet received a response or a replacement.

Products delivered damaged/open, poor handling of complaint

J’ai passé une commande de 3 pâtés à tartiner et quelle déception… À la réception, l’un des pots de pâte à tartiner était ouvert et mal fermé. Le produit avait manifestement fui pendant le transport. J’ai immédiatement contacté le service client pour signaler le problème, photos et vidéos à l’appui. Résultat : on m’a répondu que le produit « restait consommable » et qu’on me remboursait seulement 4 € sur 8, au motif que la pâte à tartiner n’était « pas stérilisée » mais que « le risque microbien était nul ». À ma connaissance, je n’ai jamais commandé un produit ouvert, encore moins un produit alimentaire dont l’intégrité est compromise. Je trouve inacceptable qu’on me dise qu’un produit ouvert, coulant et mal scellé est “consommable”. Le service client refuse toujours de renvoyer un nouveau pot ou de rembourser le montant total, alors que le produit est clairement non conforme à la commande. Je suis extrêmement déçue par la manière dont ma demande a été traitée par Clarisse. Pour une marque qui met en avant la qualité de ses produits, je m’attendais à un minimum de respect du client et de professionnalisme. J’écris cet avis pour prévenir les futurs clients : n’achetez pas chez eux, car si un produit arrive endommagé ou ouvert, vous n’obtiendrez aucun dédommagement.

Yes and no. My order included a Texan appetizer. I realize that you have changed the recipe in the meantime (for a few years). It's no longer the same. Disappointed.

Having been a fan of the brand for several years, my last online purchase went very badly... damaged order, not received by the pickup point... and very, very complicated to get in touch with customer service (15 calls and 4 emails before reaching someone...) the package was finally returned with almost 2 weeks delay. Too bad!

Disappointed, pistachio paste tastes very chemical, broken salt mill and chocolate half melted because delivered during a heatwave

This is in no way a problem with the Comptoir de Mathilde but with its deliveries via DPD: due to the failure to organize the routes according to the opening hours of the pickup points, the package is marked as unable to be delivered because the pickup point is closed. Day after day they are able to attempt delivery without ever succeeding. When you call customer service, the only response is that the hours do not allow for delivery; at no point do you receive a message to indicate the situation and you can wait a long time! The only solution proposed after several calls is to deliver to another pickup point that is less convenient in terms of proximity, but open during wider hours. Second order at Le Comptoir de Mathilde and second disappointment with DPD; in the long run, this may discourage me from ordering from the counters.

False information.

The products from Mathilde's counter are very good, however, 2 jars were no longer sterilized when we opened them. I noticed the first one right away because it was leaking, the second one was during use and only one was refunded to me.

not what I expected

The parcel was dispatched late and without the accompanying note written on the site.

Chocolates received broken twice despite protection in the box marked fragile, carrier problem ...

one of the items I received arrived damaged. I wrote two emails to ask for a replacement or a refund or in any case a solution for this inconvenience but no one ever answered me.

The goods arrived at my house in good condition, until the delivery driver decided to put the parcel over my gate, which is over 2 m high. No need to mesh, the chocolate was in crumbs. Of course it was. I notified Mathilde's counter by e-mail, followed up several times and got no response. The delivery took place on December 18, and all my chocolate gifts had to be redone... To this day, I still haven't had a reply from the comptoir de Mathilde customer service department. On the other hand, I'm bombarded with advertising emails every day. So no, it's not a mistake on their part, since the chocolate was fine until then, but the lack of response on their part is extremely unpleasant. I still placed two orders for a total of around €200, which for me is a substantial sum. I expected a little more attention from the supplier. I've been in this situation before and the supplier apologized for the inconvenience, and at the very least returned or refunded the goods.

Order placed well before Christmas, unfortunately I only received half of the order and was therefore unable to give the Christmas presents in time. Mail sent to the address given but no reply, I had to contact them on the website. Too bad.

Product arrived broken still waiting for new after-sales service

No order available at the collection point, fortunately the product was available in the store.

The products in cardboard packaging were all damaged ( panettone and Ours guillauve ) impossible to offer them and the chocolate plate the same because broken. Packages should be better protected...

The parcel organized by the carrier dpd poste arrived broken into 10 pieces instead of 1...

4 jars of cep mustard ordered. Validity date 01/2025???unacceptable

I received 2 damaged items... and when I contact you I get no answer...

Very bad.

Some items were broken and were never refunded despite my repeated requests.

The order was fine, but I had a lot of problems with the delivery with your service provider, whom I wouldn't recommend at all!

1st experience of buying on the internet. 1 broken pot and 1 pot that leaked. It can happen but despite 3 emails I'm still waiting for customer service... 😕

I received my parcel with the chocolate completely broken for Christmas. I tried to contact them but no answer.

The products were not packaged properly, one jar was broken and leaked all over the other products. I couldn't offer any product from the box because everything was damaged...

On 17/12/2024, we received our order. When we opened it, we noticed a sticky liquid at the bottom on the protective paper. It turns out that the jar of vanilla rum canelé had leaked. The lid of the jar was not hermetically sealed. The same day, a complaint was made to the service department (photos sent). No response. On 20/12/2024, a reminder was sent. To date, no response. After-sales service non-existent. Waiting for an answer from your services.

The parcel arrived broken, I refused the parcel, and despite my email requests I have not been reimbursed, I have had no reply. And they don't answer the phone. I'm a regular store customer and I'm very disappointed by this experience.

2 orders placed on the same day, one arrived on time... the other is apparently still with the sender! No reply to the many e-mails sent, impossible to get through to customer service... and the surprise offered for orders over €75 is a simple sample of spread... As a long-standing customer, I'll be moving on from here...

Ordered a broken tablet, arrived already broken...

package received damaged, carrier not professional, so package refused and no response from you regarding the claim...so very disappointed...

The disaster: the chocolate to be broken arrives already... broken. Complicated to offer. I send a message via the after-sales service on the site and no news since.

Received the package with a broken jar of baba au rhum caramel. I made a complaint to customer service: no response...