Customer reviews of Le Comptoir de Mathilde

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.

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.

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

False information.

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

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.

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.

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...

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.

Very bad experience. Breakage in the parcel and no response from them despite notification with a photo as soon as the parcel was opened and several reminders by e-mail. We are 13 days later and still no news from them. Unacceptable!

I received the packaging ripped off for a Christmas present

Damaged order on receipt and no response from customer service.

An item was received broken, and I have had no response from customer service for over 10 days.

The parcel was delivered to the wrong address, I received a call from customer service informing me of this and asking me to call them back, but they are unreachable. I opened my parcel, with Christmas presents, and NONE of the products correspond to what I ordered.

Still waiting for customer service because a pot arrived badly closed and leaked.

My package arrived damaged. There was an item missing inside

Delivery very long and badly organized.

A product leaked in the box and damaged several items. I made an initial complaint and was asked to send additional photos. Since then, despite two messages, I haven't heard back from customer service.

2 orders placed for an amount of more than 75€, the display promised a free treat from 75€ purchase. Nothing in the parcel! Claim made, and no, there's no gift. This type of misleading advertising is simply unacceptable. 2 items arrived broken, impossible to offer them in this condition.

Long delivery time and on receipt the two front calendars were all broken Very disappointed

very disappointed, online purchase, 2 broken parcels out of 3! I sent an e-mail with photos as requested! This was read, but no response from you for a return or refund.

Very dissatisfied because my complaint sent on 03/12/2024 still has no response today is the 18/12/2024 customer service zero Sending products with damage to packaging when it was planned to offer Christmas! And since it's impossible to sell them in store, Mathilde's counter prefers to send them back.

The chocolates arrived broken

I ordered a box + 2 products for a total of 80.26 EUR. First of all, the 10% welcome bonus was not applied. Secondly, the box was supposed to include a dark-colored mug, but in the end I received a red one, less pretty and moreover chipped. Finally, having exceeded the 75 EUR purchase, a gift was to be received, and I got nothing. I left a message on the site on 05/12/2024, today is 18/12/2024: no reply. I tried to call the after-sales service, but nobody answered. In short, very disappointed, I do not recommend at all. I hope the products will at least be good...