The online store "Le Comptoir de Mathilde" receives consistent praise for its product quality, with customers highlighting the originality and deliciousness of items like chocolates, spreadable pastes, and various gourmet treats. The packaging is frequently noted as exceptional; many reviews emphasize that products arrive well-protected and in perfect condition, with special care taken to maintain freshness during delivery, including cooling systems for chocolate items.
Hello Mrs SERGENT, Could you please tell me what "modalities" you are talking about? Thank you in advance, Sincerely, The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 04/12/2020
Changes the products in my order due to stock levels without notifying me or asking for my consent.
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Response from Le Comptoir de Mathilde
Hello Mrs DERUFFE, We have tried to respond as quickly as possible for the shipment of your package. We are sorry that this replacement does not meet your taste expectations. The whole team wishes you a wonderful holiday season!
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 04/12/2020
Order arrived with the basket broken and a package opened and crushed I will have to find a solution quickly because at the base it was a complete order to make a basket for Christmas but without basket it is complicated.
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Response from Le Comptoir de Mathilde
Hello Mrs DARAGON, We're very sorry about the broken products when your parcel arrived. Have you been able to contact our customer service so that they can ship the damaged products? Thank you in advance for your reply. Have a nice day, The Comptoir de Mathilde team.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
2/3 bug nothing really annoying on the site but it goes in the background :)
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 04/12/2020
1. Incorrect surname. 2. Item left on front door, not hand-delivered. 3. An item was replaced by another without my knowledge. 4. Never buy from you again.
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Response from Le Comptoir de Mathilde
Hello Mr LORENT, Here are a few points to answer your questions: 1. The incorrect name is not ours. It's the one you entered in your customer account. 2. This is not normal! Our carrier normally has to sign for each parcel. This is unacceptable and we are making a note of it so that we can pass on the information to La Poste. 3. Concerning the replaced product, we have tried to provide a response that is as quick as possible for the shipment of your package. We are sorry that this replacement does not meet your taste expectations. 4. We understand your dissatisfaction and are truly sorry. We hope that you will have the opportunity to discover our delicacies in another context. The whole team wishes you a wonderful holiday season!
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
The parcels apparently arrived in good condition. I didn't see them as they were a gift. However, it's a shame that the truffles (out of stock) were replaced by a lollipop. Not great for grandparents.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
The parcels apparently arrived in good condition. I didn't see them as they were a gift. However, it's a shame that the truffles (out of stock) were replaced by a lollipop. Not great for grandparents.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
I bought it on Black Friday, and I'm glad I did, because it's still pretty expensive...
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
Only 3/5 stars because the shipping costs are far too high and the packaging far too bulky for its contents.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 05/12/2020
Very good for the products but problem of damaged packaging following delivery.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
fast delivery, good products, but SAV 0 I remain without answer after having received a box damaged during transport, 3 mails sent without answer damage
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 04/12/2020
Shopping on the site was complicated, probably because of the large number of connections required to take advantage of the sales. As a result, you had to log in several times to access the product data sheets. What's more, as there's no indication on the results page whether products are still in stock, it was sometimes difficult to access a product's page only to realize that it was sold out. In short, it easily took me 4 or 5 times longer to place the order that evening. The rest of the delivery chain went smoothly.
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Response from Le Comptoir de Mathilde
Hello, Thank you for your message. Indeed, our site was very busy on Black Friday and like many brands it was a little slow at times. Thank you very much for your order. We're very happy to see that everything else went smoothly. Enjoy your tasting and have a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
The chocolate chip was broken when I received the parcel.
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 11/11/2020
No order tracking, no replies to emails. After 4 calls I managed to get someone on the phone to tell me that my parcel had been lost. Finally, a parcel arrived a few days later, so I don't know which one - the old one, the new one? What's more, a bottle of oil had leaked into the packaging. Too bad! First and last order on your site.
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Response from Le Comptoir de Mathilde
Hello Mrs MOREL, We do our best to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our colleague is already on the phone. Regarding the processing of your e-mails, we do our best to reply with attention as well, but this can take a long time, so please excuse us. Regarding the tracking of your parcel, normally you should have received a second e-mail for the second shipment with the information to track the parcel? We are sincerely sorry for the bottle of oil that leaked, did it damage your order? Thank you for your answers, Very nice day to you, The team Le Comptoir de Mathilde
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
The big jar of baba au rhum arrived leaking due to the strapping on the jar too bad it was the most expensive item in the order with 1 order over 100€ :(
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
Hello I will no longer order by collision, 10 days waiting despite our presence, we recovered at the post office, you as far as you are concerned it was very well packaged, but the post must have severely shaken the box, the pasta spread packaging was torn and boxes mathildettes dirty, for a small gift is not top .for what concerns the tasting will have to wait until late December Happy Holidays to you and take care of you.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
packaging problem the packaging was torn
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 04/12/2020
Too bad, for Christmas, we ordered on the internet for all our family, a nice package approaching a hundred euros, some bars arrived broken, one of the items has been replaced, we wanted to offer chocolate truffles we end up with a chocolate lollipop for children, not top top top! Also, the design of the chocolates to be broken does not correspond with what was proposed on the site. I think it's better to go to the store.
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Response from Le Comptoir de Mathilde
Hello Mrs Lattard, We are very sorry to receive your broken products. We do our best to pack each product individually, but the hazards of transport can sometimes leave surprises. If you wish, we can send you back the products that were broken during transport... Concerning the replacement of your truffles, indeed our team tried its best to bring a quick solution, that could satisfy your taste buds but I'm really sorry that the surprise is not there. For your chocolate to break, could you please indicate the reference? Thank you very much, Very nice day to you, The team Le Comptoir de Mathilde
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
The site is good, I was able to find all the products I was looking for. However, the delivery didn't go so well, as several of the chocolate bars arrived broken (especially the white and milk ones). As these are gifts, I'm moderately satisfied.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
I received a broken chocolate box ... impossible to reach customer service by phone and no response by email.
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 04/12/2020
Order received with the replacement of 2 unavailable products by much cheaper products without having been informed beforehand. Complaint sent to sales department without reply after 4 days.
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 02/12/2020
The site is very good but the customer service is not.... To this day still no answer after 1 weeks of waiting.
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Response from Le Comptoir de Mathilde
Hello Mrs Campos, We do our best to respond as quickly as possible to your requests and calls. When you don't get an answer on the phone (endless ringing), it means that our employee is already on the phone. When our customer service team receives your e-mail, she will treat it with the utmost attention and do what's necessary to respond to your complaint. Our service department has been very busy lately. Have a wonderful day and a wonderful holiday season, The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
My order arrived quickly but one jar was badly sealed with spread on the outside of the jar. I contacted customer service and asked them to send me a new one. 3 times and still no answer.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
Often, the products I had selected in my basket became unavailable and I had to switch to other products.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 04/12/2020
Quite satisfied, easy to use site and quick receipt of my order. The prices are still high, I ordered thanks to the black friday discounts. Products well packaged in the parcel but the box of chocolate to break was damaged (plastic pierced and drips on the wood ..not very hygienic). And the gift box damaged on the sides (torn).
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 04/12/2020
Short expiry dates Broken product
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Response from Le Comptoir de Mathilde
Hello Mrs Opigez, First of all, we're really sorry about the damaged product when we received your order! We try to pack each product as carefully as possible to avoid any breakage, but the hazards of transport can sometimes leave surprises. Concerning products with a past date, we are also sorry, it was a preparation error on our part and in no way should we have sent you a product like this.
I suggest you contact our customer service department, who will offer to send you the correct product. We do our utmost to respond as quickly as possible to your requests and calls. We apologize again for this inconvenience. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 22/11/2020
Very good products but we are disappointed, error on the order. Customer service responded 1 week later to send us back the right products, but they were all open...
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Response from Le Comptoir de Mathilde
Hello Mr Vergnes, First of all, we're very sorry about the error on your order. We do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our employee is already on the phone. That's why our customer service department contacted you a week after your complaint. Could you please tell us how the products were opened? Thank you for your comment on the quality of our products.
Have a lovely day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 23/11/2020
4 advent calendars ordered on november 23rd. 2 received before december 1st 2 not received (but considered delivered by post) to date (december 11th) Still waiting for a reply from lecomptoiredemathilde.com customer service.
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Response from Le Comptoir de Mathilde
Hello Mr. PARI, First of all, we're very sorry about the products you didn't receive. La Poste has had numerous delivery delays (sometimes loss of parcels) and we do our best to deal with each situation. We do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our employee is already on the phone. We treat every request with the utmost attention and our customer service will do everything necessary to remedy the situation. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 02/12/2020
Order received incomplete. Two complaints made to customer service with no response to date. For the rest, nothing to complain about either the products or the delivery time, both of which were satisfactory.
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Response from Le Comptoir de Mathilde
Hello Mrs Bertrand, First of all, we're very sorry about the missing products in your order. We do our best to process your orders with a careful eye, but unfortunately this eye is not infallible.
We do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our employee is already on the phone. When our customer service team gets to your e-mail, she will treat it with great care and offer to send you your delicacies. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 01/12/2020
Incomplete order and non-existent customer service (no response to emails or phone calls) Take care not to be cheated on quantities
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Response from Le Comptoir de Mathilde
Hello Mrs Bainvel, First of all, we're very sorry about the missing products in your order. We do our best to process your orders with a careful eye, but sometimes that eye is not infallible. No technology is involved in the preparation of your parcel, and we do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our employee is already on the phone. When our customer service team gets to your e-mail, she will treat it with the utmost attention and offer to send your delicacies back to you. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 2 out of 5
following a purchase from 04/12/2020
I received my order but one jar was damaged and the contents are starting to mildew. I contacted the customer service but no one answered either on the phone or by email .... I am very disappointed.
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Response from Le Comptoir de Mathilde
Hello Ms llorca, First of all, we're very sorry about the damaged product you received! We try to pack each product as carefully as possible to avoid breakage, but the hazards of transport can sometimes leave surprises. We do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our staff member is already on the phone. When our customer service team gets to your e-mail, she will treat it with great care so as to offer you the return of your delicacy. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 01/12/2020
I love the products but I didn't receive the right products that I had ordered. I'm still waiting for an answer from customer service to help me out of this inconvenience...
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 28/11/2020
I put 3 stars because I received the order quickly but for certain products the box was completely torn off "the box of 4 spreads they all fell because the box was broken everywhere! Ditto for the oil " I tried to contact customer service in vain I'm really disappointed because it was a gift and on an order of over 100 euros it's a shame ... It's not the deliveryman's fault because the outer box was intact... I wouldn't recommend this site again...
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 03/12/2020
first order at"le comptoire de Mathilde" and so far it's poor. Little bag of gingerbread men = hard as wood, almost inedible. Then a gift because my order was over 80€ = a mini jar of spread! I might as well not put anything in it because not only is it ridiculous, but it's like being a big skinflint!
As for the other products, well, they're gifts, so I hope they're good! otherwise, hello poisoned gift! In short, I'm not sure I'll repeat the experience.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 01/12/2020
Products arrived with broken cartons, difficult to offer. Very long customer service, but the products are top-notch.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 03/12/2020
Beautiful products but my order was wrong and I didn't get any feedback from customer service.
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 04/12/2020
I have not received my order in full. I am missing 3 items. I've sent an email to complain but I haven't received anything back.
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Response from Le Comptoir de Mathilde
Hello Mrs Vassort, First of all, we're very sorry about this error in the preparation of our shipping department! We take great care in preparing all your orders, but unfortunately our little hands and eyes are not infallible.
We do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer on the phone (endless ringing), it means that our employee is already on the phone. Once our customer service team has received your e-mail, they will offer to return your delicacies and will treat your e-mail with care and attention.
We apologize once again for the longer processing times at this time of year. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 26/11/2020
Problem with delivery, 2 out of 5 products damaged, still no news from customer service 8 days after reporting the problem.
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Response from Le Comptoir de Mathilde
Hello Mrs PIERROT, First of all, we're very sorry about the damage to your order! We try to pack each product as carefully as possible to avoid breakage, but the hazards of transport can sometimes leave surprises. We do our utmost to respond as quickly as possible to your requests and calls. If you don't get an answer by phone (endless ringing), it means that our employee is already on the phone. Once our customer service team has received your e-mail, they will suggest that you return your delicacies and will treat your e-mail with care and attention.
We apologize once again for the longer processing times at this time of year. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 26/11/2020
Worst customer service I have ever seen. I did an o line shopping. I received only half of the products. I tried contact the customer service by email and no answer. By phone they are always busy or the internet is not working. I requested a reimbursement... They didn't comment. They said there were another box and they gave me a tracking number. After checking at the post, the tracking number is for a colis in preparation to send and that's all I could get. They refused to help, just go to deal with the post. I am losing time, losing products i needed for special occasions, I am losing my money. Why would such a big brand with high quality products mistreat his clients in this way? Problem is still on after 14 days of hassle. Extremely unsatisfied with clients service. FR: The worst customer service I've ever seen. I shopped online. I only received half of the products. I tried to contact customer service by email and no response. By phone, they are always busy or Internet does not work. I asked for a refund ... They didn't comment. They said there was another box and gave me a tracking number. After checking with the post office, the tracking number is for a package in preparation to be sent and that's all I could get. They refused to help, just go and deal with the post office. I'm losing time, I'm losing products I needed for special occasions, I'm losing my money. Why would such a great brand with high-quality products mistreat its customers like this? The problem persists after 14 days of hassle. Extremely dissatisfied with customer service.
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Response from Le Comptoir de Mathilde
Hello, Customer Service is very busy at the moment. We do our utmost to respond as quickly as possible to your requests and calls. When you don't get an answer by phone (endless ringing), it means that our employee is already on the phone. To answer your questions, you personally contacted our company's employees and our communication department answered you on its own time, giving you answers about this third parcel not received. The third parcel has been notified as "in the process of being delivered" which is why we are unable to take any further action.
Once shipped, your orders are managed by La Poste, and we are very limited in what we can do despite our best efforts. In recent weeks, La Poste has been facing an exceptional situation, and this is also the reason why the delivery of your parcels may take longer, responses are longer, and tracking less rigorous. Your claim with PayPal ensures that your order will be handled securely, and you will soon receive a refund if your parcel is still undelivered.
We sincerely apologize for this inconvenience, and do our utmost to resolve each request as quickly as possible. Have a wonderful day and a wonderful holiday season, The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 28/11/2020
The packaging of a box of chocolate to be broken arrived ripped off. It's not very nice to give it away in this condition.
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