Customer reviews of Maison Agour

Mr. Gontier,

Thank you for your feedback and we are pleased to know that you appreciate our Basque sheep's blue, especially when you enjoy it from our shop in Hélette.

However, we are sorry that your experience upon receiving this order did not meet the standards of your previous tastings.

You took the precaution of choosing DPD delivery to your workplace and planned a cooler to receive your cheese. Nevertheless, as specified when choosing the delivery method, transport by DPD is carried out in a non-refrigerated vehicle. During periods of high heat, a sensitive product like cheese can therefore experience a rise in temperature during its transport, even before its reception.

For our cheeses, we recommend prioritizing Chronofresh when temperatures are high, in order to benefit from temperature-controlled transport and best preserve their qualities until delivery.

If you find that your cheese has been altered or damaged during transport, our after-sales service is of course at your disposal at the address [email protected].

We hope to soon have the pleasure of bringing you back the full quality of our sheep's blue and our specialties of Basque gastronomy.

Best regards,

Maison Agour Etxea

Hello,

Thank you for taking the time to share your experience and we are sorry to learn that your cheese arrived slightly melted after transport.

During periods of high heat, we recommend prioritizing Chronofresh delivery, which allows for transport under controlled temperature. Other transport methods offered, notably DPD, are carried out in non-refrigerated vehicles and can therefore expose the most sensitive products to temperature variations during transport.

We are also sorry that you encountered difficulties in contacting us. Our customer service remains at your disposal at [email protected]. Please do not hesitate to send us your order number as well as photos of the received product so that our team can study your situation and provide you with an appropriate response.

We hope to have the opportunity to offer you a fully satisfactory experience soon and to allow you to enjoy our cheeses and specialties from Basque gastronomy under the best conditions.

Best regards,

Maison Agour Etxea

Mr. De Conto,

We are sincerely sorry to learn of your dissatisfaction and the state in which you indicate you received your products. We also regret that your email went unanswered and we apologize for this delay in processing.

Your order was shipped via DPD with delivery to a Pickup point. As indicated in our delivery information, this mode of transport is not carried out under controlled temperature and the pickup points do not necessarily have a refrigerated space. During periods of high heat, these conditions can unfortunately expose our most fragile products to high temperatures during their transport or while waiting for pickup.

That is why, given the sensitivity of some of our products, we particularly recommend Chronofresh during periods of high heat. This service allows for transport under controlled temperature from the departure of our warehouse to delivery.

That being said, your satisfaction remains essential. We invite you to renew your request with our customer service at [email protected], specifying your order number and attaching, if possible, photos of the products and the package upon receipt. Our team will then be able to examine your case precisely and provide you with an appropriate response.

We reiterate our regrets for this experience and hope to retain your trust and allow you to enjoy our Basque gastronomy products again under the best conditions.

Best regards,

Maison Agour Etxea

Mrs. Giner,

We warmly thank you for your loyalty and are delighted to know that you appreciate our cheese to the point of renewing your order.

However, we understand your disappointment regarding the size of the black sloe jam. The jar offered in this deal is indeed a discovery size of 30 g, as indicated in its description.

If you enjoyed this specialty, our black sloe jam is also available in a more generous size among our selection of jams in our online store.

We hope to have the pleasure of accompanying you in new gourmet discoveries around our cheeses and the flavors of Basque gastronomy.

Best regards,

Maison Agour Etxea

Dear Madame Gruel,

Thank you for taking the time to share your feedback, and we regret that your experience did not meet your expectations.

We would like to reassure you regarding the delivery of our fresh products during the summer period. We offer refrigerated delivery via Chronofresh. When this option is not selected, we add ice packs to the parcels shipped by DPD to help maintain a moderate temperature during transport, especially during the first 24 to 48 hours depending on external conditions.

We are also attentive to the impact of our packaging. We use the necessary amount to protect the products and preserve their quality during transport. Except for the ice packs, the elements of our packaging are recyclable.

We understand that the appreciation of taste and value for money is subjective.

If you have noticed a problem with preservation or quality upon receiving your order, we invite you to contact our customer service at [email protected] so that we can specifically address your situation.

Best regards,

Maison Agour Etxea

Madame Pomares,

We warmly thank you for your feedback and are delighted that you appreciated the quality of our cheeses and specialties from the Basque Country.

We invite you to stay attentive to our communications by email so as not to miss our offers and news.

We look forward to introducing you to new flavors soon.

Best regards,

Maison Agour Etxea

Mr. Lagorce,

We are delighted that you chose the products of Maison Agour Etxea for your order and regret that this experience was marred by the absence of your jam.

The black sloe jam from the Basque Country of 28 g is indeed offered for any order including a kilo of the same variety of cheese, as part of the concerned offer. If these conditions were met, it may unfortunately be an unintentional oversight during the preparation of your package.

We invite you to contact our after-sales service at the address [email protected] so that our team can verify your order and provide you with a solution as soon as possible.

We apologize for this small oversight, and we hope that the flavors of the Basque Country present in your package have still managed to delight you.

Maison Agour Etxea