Customer reviews of Maison Agour

Dear Mrs. Schmuck,

Thank you for your feedback.

We are delighted that you appreciated the quality of our products.

Regarding the cheese format, it can vary depending on the weight ordered as well as the cut made according to the chosen portion. It does not always come in a round shape.

We remain at your disposal to advise you according to your needs, especially for use with your machine.

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. Chaillou,

Thank you for sharing your opinion.

Our Ossau-Iraty AOP – Grand Affinage (1 kg) is a Protected Designation of Origin cheese, produced according to strict specifications, guaranteeing its origin, manufacturing method, and the quality of the milk used.

It comes from sheep primarily fed on grass and hay, respecting the traditional practices of the Basque Country and Béarn. Its long aging, carried out with care, requires time, expertise, and controlled conditions to develop all its aromatic richness and texture.

The price thus reflects the quality of the raw materials, compliance with AOP standards, the aging work, and the commitment of our producers.

We hope you still appreciated its flavors and remain at your disposal to advise you on a format or aging that better meets your expectations.

Maison Agour Etxea

Madame Herblot,

We sincerely thank you for your feedback and for your loyalty to Pikkora, of which we are delighted to know that they are among your favorite cheeses.

We take note of your comment regarding the aging process. Since Pikkora are living cheeses, their texture can evolve depending on the period and the conditions of storage and transport.

During your next order, do not hesitate to contact us so that we can, as far as possible, guide you towards cheeses that better meet your expectations.
We will be happy to assist you again.

Best regards,

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. Gach,

We are pleased to know that you liked our products, and we are sincerely sorry that the delivery arrived too late. This situation does not correspond to the experience we wish to offer.

We inform you that delivery times may vary depending on the handling and processing by the carrier, especially during peak periods. However, we regret this delay and the inconvenience caused.

We remain at your disposal at [email protected], if you wish us to check the tracking of your order (by specifying your order number).

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 Benoit,

We are delighted to know that you are satisfied with our cheeses.
We hope that the cooked dishes will please you just as much during the tasting.

We remain at your disposal at [email protected] if you have any questions or if you wish to share your opinion after tasting.

Best regards,

Maison Agour Etxea

Mr. Javelaud,

We are pleased to know that you are satisfied with our products, and we thank you for your trust.

However, we are sorry for the delivery delay encountered with DPD, as well as for the lack of response that may have given you the feeling of not being supported. This situation does not correspond to the level of service we wish to offer.

We remain at your disposal at [email protected] if you wish us to verify your file (by indicating your order number), in order to understand the origin of the delay and provide you with a more precise response.

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. Le Moël,

Thank you for your feedback and we are sincerely sorry that the transport conditions did not allow for a tasting under optimal conditions.

Our products are shipped in suitable packaging; however, an extended delay can indeed impact their state and perception upon receipt.

We fully understand your remark.
We invite you to contact our after-sales service so that we can study your situation and provide you with an appropriate solution: [email protected]

We remain at your disposal and hope to offer you a better experience with your next order.

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