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.
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: 4 out of 5
following a purchase from 02/12/2020
quantities in the basket cannot be modified without leaving the basket
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 23/11/2020
The site is very easy to navigate and delivery times are correct.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 02/12/2020
Fast and careful delivery, good 0products. Thank you
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 01/12/2020
Pleasant site, impeccable packaging, fast delivery. But for two products, the chocolate is slightly bleached. A shame...
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 03/12/2020
Very good
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 22/11/2020
Well-packaged parcel with a little extra surprise. I really like the front calendar. On the other hand, little information on tracking (none for 1 week due to a bug).
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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: 1 out of 5
following a purchase from 28/11/2020
Order arrived damaged at my home. A broken bottle of oil damaged part of my order. Waiting for a reply to my emails for 1 week.
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Response from Le Comptoir de Mathilde
Hello Mr CAUSSE, 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'll 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: 4 out of 5
following a purchase from 22/11/2020
Fast and correct delivery
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 22/11/2020
I've been a customer of Mathilde's since I first visited the Martiques store. I live in the High Alps and I used to go to the store every time I visited my family to make personal purchases and gifts. Unfortunately this year I couldn't go because of the sanitary conditions! So I ordered directly from the site. Delivery was fast. Only one product had leaked and wasn't closed properly, which can happen, I understand. So I tried phoning several times but never got an answer! So I emailed customer service 10 days ago and no reply either!!.. What's more, a few days after using another item (4 peppers and berries mix) the appliance no longer works on the salt side!
I understand that there can sometimes be problems with certain products, but not getting any answers has really disappointed me, especially as my order totalled 164.50 euros!!!! If no one contacts me in a few days, they'll have lost a customer and I won't be advertising with them any time soon!
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Response from Le Comptoir de Mathilde
Hello Mrs BLANC, First of all, we're very sorry about the damaged product when we received your order, as well as when you used our mill!
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.
When our customer service team receives your e-mail, she'll 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: 1 out of 5
following a purchase from 30/11/2020
Damaged goods
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Response from Le Comptoir de Mathilde
Hello Mrs TIOLLIER, We're very sorry to hear about the condition of your delicacies during delivery. Indeed, La Poste has just hired staff and resources to make deliveries on time, and this may have an impact on your parcels and products (and the quality of our deliveries).
If your delicacies are damaged, don't hesitate to write to our customer service so that they can send you new delicacies. Have a wonderful day and a wonderful holiday season! The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 28/11/2020
Very easy to find what I was looking for. And delivery to the UK in 3 working days. However, the large jars were not available, and I had to use the French site as it was impossible to make payment on the UK site.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 13/11/2020
Easy navigation and fast delivery. We expected a little more choice, too bad.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 21/11/2020
Well designed and easy to use. I placed my order as a guest and as a result, I only had a few problems tracking my order, as a page with a 404 error was always displayed on the site. Otherwise, very good!
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 20/11/2020
site and condition of package received ok, no opinion on the rest
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 20/11/2020
Impeccable package, only the processing time before shipment was a little long (10 days).
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 27/11/2020
nothing to report
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 27/11/2020
Perfect except for two or three details
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 25/11/2020
Satisfied but one jar was not closed properly so it leaked into the box.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 14/11/2020
Very complete
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 23/11/2020
Parcel in transit for 10 days.
I hope the advent calendar will arrive before Christmas... No response from customer service to my requests.
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Response from Le Comptoir de Mathilde
Hello Mr. PARI, First of all, we are very sorry for the delivery delays of our carrier (La Poste) who is currently dealing with a large flow and a particular situation.
We dispatch your parcels within 48 hours and do our utmost to ensure that they arrive as quickly as possible. We are currently managing the situation with La Poste, which is not so simple, and we are doing our utmost to respond as quickly as possible to your requests.
Have a nice day, The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 23/11/2020
It is now December 3 and the advent calendar ordered on 23/11/2020 has still not been received.
No response from customer service.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 26/11/2020
Compliant order and fast delivery. Products well packaged.
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 28/09/2020
Good products but unfortunately a catastrophic delivery service. For a delivery in Luxembourg paid on October 2nd, the parcel was delivered at the end of November ...
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Response from Le Comptoir de Mathilde
Hello Mrs. DOMET, We're very sorry for the delay in delivery. Unfortunately, our service provider (La Poste) seems to be experiencing many delivery delays and has yet to adapt to the situation we are experiencing. We are doing our utmost to dispatch your parcels within 48 hours of your order. Enjoy your meal and have a wonderful festive season, The Comptoir de Mathilde team
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 22/11/2020
Efficient seller. Products well packaged.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 17/11/2020
Nice site. Fast delivery. Well packaged. The best is to see in store and have the opportunity to taste.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 25/11/2020
Delighted with the fast and well packaged delivery. Very good products. Just disappointed that the surprise gift was the same one I had ordered. I would have liked something new to discover before ordering.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 25/11/2020
very fast and compliant with my order. only drawback 2 large parcels for 1 order of 5 products. To be specified when the order is dispatched, so that I can make arrangements to receive it.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 20/11/2020
well
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 15/11/2020
Very clear site, easy to navigate and understand
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 25/11/2020
Delivery was fast and the products arrived in a large, well-packed box.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 11/11/2020
On the other hand, your shipping costs are far too high, costing almost as much as one of your products?
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 17/11/2020
Site easy to navigate, fast delivery. However, very disappointed with the quality of the package: half of the products arrived broken: broken chocolate bars, broken speculos, spoons of hot chocolate with 1 Santa Claus supposed to be on it was broken and dissociated from its base....what a pity when you want to offer this basket to someone...
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 17/11/2020
Intuitive
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 15/11/2020
ok but a feedback problem on the day of delivery.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 12/11/2020
Ras.
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Acheteur vérifié
Rating: 4 out of 5
following a purchase from 14/11/2020
Super
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