Customer reviews of Maison Agour

Mr. Martinez,

We are sincerely sorry to hear that you have not received your package, and we fully understand your disappointment with this situation.

Our customer service team can be reached exclusively by email at the dedicated address [email protected]. Unless we are mistaken, we have not found any message from you at this address.

We invite you to contact our team directly at this address. Responsive and attentive, they are available to assist you with any issue related to the delivery of your order or the receipt of a damaged product.

We hope to resolve this situation quickly and provide you with an experience that meets your expectations.

Kind regards,

Maison Agour Etxea

Madame Chaboud,
We are sorry to learn that your package experienced a delivery delay and that the products received were no longer consumable upon arrival.
After verification, you had chosen home delivery via DPD Predict, which is a non-refrigerated transport method. Only our shipments made with Chronofresh allow for temperature-controlled transport, from our workshop to your home.
As a precaution, we add ice packs for free in our packages sent with DPD. However, since the transport is not refrigerated, we cannot guarantee the proper preservation of the most fragile products throughout the entire journey, especially in case of a delay by the carrier. This information is specified on our website at the time of choosing the delivery method.
Given the delay you encountered, we invite you to contact our customer service at [email protected], attaching photos of the products received as well as your package. Our team will then be able to examine the situation precisely and get back to you.
Best regards,
Maison Agour Etxea

Mr. Cherouat,

We understand your disappointment upon receiving your order and regret that the transport conditions did not allow your cheeses to arrive in the expected conditions.

Your order was shipped via DPD to a Pickup point, in accordance with the delivery method selected when you placed your order. As stated in our delivery conditions, shipments by DPD are not carried out under controlled temperature. We also cannot guarantee that the carrier's depots or pickup points have refrigerated space to keep packages in case of immobilization, especially during a weekend.

It is precisely for this reason that we strongly recommend choosing Chronofresh for the delivery of our cheeses. This service ensures controlled temperature transport from our workshop to your home and thus offers suitable preservation conditions throughout the journey.

You also indicate that one of the cheeses was no longer vacuum sealed upon arrival. We invite you to contact our customer service at [email protected], specifying your order number and, if possible, attaching photographs of the affected products. Our team will be able to examine your situation.

Looking forward to fully satisfying you,
Best regards,
Maison Agour Etxea

Mr. Douce,

We apologize for this misunderstanding. For orders placed on our online store, we are unfortunately unable to accommodate specific requests for cutting cheeses. However, a response should have been provided to you regarding this matter at the time of your request.

Regarding the wrapping paper, it accompanies the cut portions of cheese. It is therefore not included when purchasing a whole cheese.

We nevertheless hope that the quality of our sheep cheese fully satisfied you and we look forward to seeing you again for a future tasting.

Best regards,

Maison Agour Etxea

Dear Mrs. Yard,

We are sorry that the reception of our Basque specialties was not fully satisfactory.

Regarding the Basque cake with cream, its product sheet specifies storage in a cool, dry place and consumption within 2 to 3 days following receipt. Our cakes are prepared on Wednesday for shipment on the same day or within the week. Due to the fragility of the pastry cream, they can be kept cool before departure, which explains the precaution

Mr. Moreau,

We are sorry to learn of your disappointment upon receiving your order and understand your comment regarding the portion received.

After verification, your order was for 1 kg of Ossau-Iraty AOP raw milk, and not for a whole tomme. A portion of 1 kg corresponds to a piece cut from a tomme. On our site, when you select the desired weight, the product visual adapts to the chosen format to best represent the ordered portion.

However, we regret that this presentation may have caused confusion. In case of questions or problems regarding an order, our after-sales service remains at your disposal at the address [email protected].

We hope that you will still appreciate the quality of our Ossau-Iraty AOP and that we will have the pleasure of introducing or reintroducing you to our cheeses and products from the Basque Country.
Maison Agour Etxea

Mr. Moreau,

We are delighted that your delivery arrived on time and that you were satisfied with the rest of your order.

However, we regret that your Pikorra sheep crottins arrived crushed. We have duly noted your message and the photo sent to our after-sales service to report this issue.

Our team remains at your disposal at the address [email protected] for the follow-up of your request.

We hope you will soon have the opportunity to discover other cheeses and specialties from the Basque country of Maison Agour Etxea.

Best regards,
Maison Agour Etxea

Hello,
Thank you for your feedback and we are delighted that the quality of our products satisfies you.
We are however sincerely sorry for your experience regarding the tracking of your order and our exchanges with customer service.
In order for us to follow up with our teams and understand the difficulties encountered, we invite you to contact us directly at the address [email protected], specifying your order number.
We will thus be able to study your situation and provide you with an appropriate response.
Best regards,
Maison Agour Etxea

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

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

Mrs. Prugnard,

We are delighted that you appreciated the quality of our products, while regretting that the delivery did not meet your expectations.

Your comment regarding summer shipping is indeed relevant. High temperatures can indeed have an impact on transport conditions, despite the care taken in preparing our packages. Your suggestion regarding shipping days will be passed on to our teams and will inform our reflection to further improve our service.

For any issues related to your delivery, we invite you to contact our after-sales service at the address: [email protected]

We hope to have the pleasure of providing you with a fully satisfactory experience on your next order.

Best regards,

Maison Agour Etxea

Mr. Milox,

Following our telephone conversation, we confirm that your package has unfortunately been lost by the carrier.

Concerned about your satisfaction, we took the initiative to ship your order at our expense via Chronofresh to preserve the quality of the products during this period of high temperatures.

As agreed, we are proceeding today with a new reshipment of your order.

We once again apologize for this inconvenience beyond our control and thank you for your understanding.

Best regards,

Maison Agour Etxea

Sir,

We are sincerely sorry to learn that your cheeses arrived in this state.

In order for us to understand what happened and provide you with a solution, we invite you to contact our customer service at [email protected], specifying your order number and, if possible, attaching some photos of the package and the products received.

We also remind you that only shipments made via Chronofresh benefit from refrigerated transport throughout the journey, thus ensuring compliance with the cold chain.

Awaiting your response, we ask you to accept our sincere apologies for this inconvenience.

Best regards,

Maison Agour Etxea

Mr. Gazaillet,

Thank you for taking the time to share your feedback, and we sincerely apologize for this malfunction.

Your order did indeed experience a delay due to an error during its preparation. As soon as we identified the problem, we dispatched your package as quickly as possible. It was delivered on June 27.

We completely understand your disappointment and once again apologize. This incident remains exceptional, and we have increased our vigilance to ensure it does not happen again.

We still hope to have the opportunity to regain your trust with a future order and thank you for your welcome and understanding during our telephone exchanges.

Best regards,

Maison Agour Etxea

Mr. Demond,

Thank you for sharing your feedback. We are sincerely sorry that your products suffered from the heat during delivery.

To meet our customers' expectations, we offer several shipping methods. Only Chronofresh delivery guarantees transport in refrigerated vehicles, ensuring the cold chain is maintained until delivery.

For shipments via DPD, we protect our products with coolers and insulated packaging to limit the effects of heat. However, the transport trucks are not refrigerated. That is why, especially during the summer period, we strongly recommend prioritizing Chronofresh, despite its additional cost, to ensure receipt under the best conditions.

Your comment is important and reminds us of the relevance of this delivery method for heat-sensitive products.

We look forward to fully satisfying you on your next order.

Maison Agour Etxea

Mr. Coudreau,

Thank you for taking the time to share your experience, and we are sincerely sorry that your order was impacted by the extreme heat and delivery delay.

To meet the different needs of our customers, we offer several modes of transport. Only Chronofresh delivery guarantees transportation in refrigerated vehicles, ensuring compliance with the cold chain throughout transport.

Shipments via DPD benefit from insulated packaging with ice packs to protect the products. However, the trucks are not refrigerated. That is why, especially during heatwaves, we recommend prioritizing Chronofresh, despite its additional cost, to ensure delivery under optimal conditions.

In your situation, we invite you to contact our customer service at [email protected]. A compensation solution is planned for this type of incident, and our team will be happy to review your case as soon as possible.

We are pleased to hear that you appreciated the quality of our products and hope to have the opportunity to provide you with a fully satisfying experience on your next order.

Maison Agour Etxea

Mrs. Ratajczak,
We are sincerely sorry for this situation and fully understand your dissatisfaction.

Our after-sales service has tried to contact you several times by email as well as by phone, without being able to get a response or communicate with you. We wanted to inform you about the conditions for handling, the shipping methods, and the compensation provided in case of preparation problems.

Regarding the expired expiration date, this remains a very rare case to which we pay particular attention. In order to process your file under the best conditions, we invite you to contact our after-sales service by sending us visuals of the batch number as well as the DLUO at the following address: [email protected]

We remain at your disposal to find an appropriate solution.
Maison Agour Etxea

Mr. Baralo,

Thank you for your feedback regarding our Ossau-Iraty AOP .

We understand that the sheep taste seemed less pronounced than you expected, despite your positive appreciation of the product.

The aromatic profile of our cheeses can indeed vary depending on the aging and characteristics of the milk, with more or less marked expressions. The alpine cheeses you mention offer different typicities, linked in particular to their environment and the richness of the flora.

We hope to have the pleasure of providing you with complete satisfaction during your next tasting.

Best regards,

Maison Agour Etxea

Madam Galiay,

Thank you for your feedback regarding our Ossau-Iraty AOP 

We sincerely apologize for this error that occurred during the preparation of your order. A labeling incident indeed led to a mix-up of packages.

We would like to clarify that our after-sales service did not take 10 days to respond to you. Your complaint was taken into account in a timely manner, and a response was provided to you as soon as possible. A reshipment of your initial order was also carried out following your report, which we consider to be entirely legitimate.

We remain at your disposal for any further questions at the following address: [email protected].

We hope to have the pleasure of providing you with complete satisfaction.

Best regards,

Maison Agour Etxea

Hello,

We sincerely regret to hear that your order arrived in poor condition and that one of the cheeses does not seem to be compliant.

In order to provide you with an appropriate solution as soon as possible, we invite you to contact our after-sales service at the following address: [email protected], attaching photos of the products as well as the damaged packaging during transport.

These elements will allow us to analyze your request and propose an appropriate compensation.

We thank you for your understanding and remain at your disposal.

Sincerely,
Maison Agour Etxea

Mr. Tardio,

Thank you for your feedback and we understand your expectation regarding a cheese with a more fruity profile.

We offer a range of artisanal cheeses with varied characteristics, some milder, others more typical or aged, to satisfy all palates. Your comment is valuable and helps us better guide our customers in their choices.

We are, however, pleased that the quality of our product has managed to satisfy you.

We thank you for your trust and hope to introduce you to other flavors that will fully meet your expectations.

Best regards,
Maison Agour Etxea

Sir,

We are sincerely sorry to learn that your experience did not meet your expectations.

The satisfaction of our customers is at the heart of the commitments of Maison Agour Etxea, and your feedback is taken with the utmost attention.

In order to provide you with a personalized response and ensure follow-up on your request, we invite you to contact our dedicated service at the following address: [email protected]

We remain fully committed to finding a solution and providing you with complete satisfaction.

Maison Agour Etxea

Mr. Fior,

Thank you for your message.

We are sorry to learn that our thin slices of Bayonne Ham IGP 12 months did not bring you complete satisfaction.

We take your remark regarding the presence of fat on the ham into account.

Your message has been forwarded to our teams so that they can take it into consideration.

Please do not hesitate to contact our quality service, with visuals if possible, at the following address: [email protected].

Best regards,

Maison Agour Etxea

Mrs. Aveque,

We are sincerely sorry to learn about your experience and understand your dissatisfaction.

We would like to clarify that all our cheeses are checked twice before shipping. Pieces showing a defect or inappropriate aging are systematically excluded from our shipments.

For online sales, we prioritize a rigorous selection of cheeses whose quality and condition are suitable for transport. Cheese being a living material, its evolution can vary, and in-store, it is indeed easier to explain its characteristics and aging to the customer.

If you believe you have received a product with an anomaly, we invite you to contact our customer service at the following address: [email protected]

In case of breakage, damage upon receipt, or quality issues, our team examines each situation carefully and offers appropriate compensation after analysis (photos required).

We also advise our customers to choose a carrier that allows for temperature-controlled shipping for our cheeses, such as Chronofresh.

We remain at your disposal to understand the situation precisely and provide an appropriate response.

Maison Agour Etxea

Mr. Noel,

We are sincerely sorry to learn that your order arrived in crumbs. This situation does not correspond to the experience we wish to offer.

In case of damage observed upon opening the package (breakage, deterioration), we invite you to contact our after-sales service within 7 working days from receipt (or collection at a relay point). Your complaint must be accompanied by photos of the packaging and products to verify the situation.

We invite you to write to us at [email protected] specifying your order number, and attaching the visuals. After review, we can proceed according to your wish for a refund, a credit note, or a reshipment of the damaged goods only.

Best regards,

Maison Agour Etxea

Mrs. Musolesi,

We are sincerely sorry for your dissatisfaction and for the difficulties encountered in reaching us by phone.

This situation does not correspond to the level of service we wish to offer.

In order for us to quickly address your case and provide you with a solution, we invite you to contact us by email at [email protected], specifying your name and your order number. We will get back to you as soon as possible.

Best regards,

Maison Agour Etxea

Mr. Nicolay,

We are sorry to learn that the combination and texture of our sheep's cheese with Espelette pepper in puree did not convince you.

This recipe has a very particular character, and we completely understand that it may not suit all tastes.

However, we thank you for taking the time to share your feelings, as your feedback helps us better understand our customers' expectations.

We remain at your disposal at [email protected] if you wish to specify further what you disliked (texture, intensity of the pepper, balance in the mouth), so that we can take it into account.

Best regards,

Maison Agour Etxea

Mr. Caillaux,

We are sorry to learn that the flavor of the cheese received did not bring you the same satisfaction as during your in-store purchase.

We understand your disappointment, as the tasting experience can sometimes vary depending on the type of aging, the batch, or the conditions of storage and transport.

In order for us to study your feedback and provide you with an appropriate response, we invite you to contact our customer service at [email protected], specifying your order number, the product concerned, and, if possible, the batch number (or a photo of the label).

Best regards,

Maison Agour Etxea

Madame Marty,

We are sorry to learn that the tommette did not meet your satisfaction, and we also take your comment regarding the received weight very seriously.

In order for us to verify your order and provide you with an appropriate response, we invite you to contact our customer service at [email protected], specifying your order number and, if possible, attaching a photo of the product label (with the indicated weight) as well as a photo of the product.

We will then be able to carry out the necessary verifications and find the most appropriate solution.

Best regards,

Maison Agour Etxea

Mr. Miras,

Thank you for taking the time to share your experience, and we are sincerely sorry for the inconveniences encountered during the delivery.

Your chocolates are shipped via the DPD carrier to a relay point, with delivery generally made within one to two working days from Monday to Friday in mainland France (Saturday delivery is not guaranteed).

When the initially selected relay point is saturated or unavailable, the carrier can indeed redirect the package to another relay point located within a maximum radius of 20 km around the planned address. This decision unfortunately falls under their logistical organization, and this mention is clearly stated in our delivery conditions.

We fully understand the constraint this may have represented for you, especially considering the distance to be traveled, and we are sorry for that.

For any delivery-related difficulties, we invite you to contact our after-sales service, which is available and responsive, and makes every effort to resolve this type of situation as quickly as possible: [email protected]

Thank you for your understanding, and we remain at your disposal.

Best regards,

Maison Agour Etxea

Mr. Carreau,

Thank you for your feedback, and we are sincerely sorry to learn of your disappointment upon receiving our products.

Your satisfaction being at the heart of our priorities, we invite you to contact our customer service so that we can better understand the situation and provide you with an appropriate solution: [email protected]

In case of specific damages upon opening the package (breakage, omission, or deterioration of the product), the sender and/or the recipient has a period of 7 working days from the date of receipt of their shipment or collection at the pickup point to contact our customer service.

The complaint must be accompanied by visuals of the packaging and products attesting to the situation.

After studying the complaint by our quality service, the customer service will proceed according to the customer's wish, to create a credit note, refund, or reship the damaged goods only.

We remain at your disposal and hope to have the opportunity to offer you a better experience.

Best regards,

Maison Agour Etxea

Mr. Ducros,

Thank you for taking the time to share your opinion on our Ossau-Iraty AOP.

We are pleased to learn that you liked the cheese, but we are sorry that it did not fully meet your expectations, and especially to learn that it arrived in two pieces of uneven sizes.

Despite all the care taken in preparation and packaging, it can happen that a product suffers a shock during transport, or that a cut does not perfectly match the expected balance. We completely understand your disappointment.

We invite you to contact our customer service so that we can study your situation and offer you an appropriate solution: [email protected]

Best regards,

Maison Agour Etxea

Mr. Duverlie,

Thank you for your message, and we are delighted to know that you appreciated our product.

However, we are sincerely sorry for the difficulties encountered with the delivery: contradictory information, repeated calls, package lost, then received after a week... We completely understand that this must have been a real nightmare.

Even though the carrier manages the delivery directly, we remain at your side to resolve this type of situation. In the future, do not hesitate to contact our customer service at the slightest issue: [email protected]

We are available and responsive for all issues related to your order.

Best regards,

Maison Agour Etxea