Customer reviews of Maison Agour

Mr. Marchetti,
We warmly thank you for your enthusiastic feedback!
It is a real pleasure to know that our products have delighted you.
We place great importance on the quality and authenticity of our cheeses, and your satisfaction encourages us to continue on this path.
We look forward to introducing you to other specialties from Maison Agour Etxea during your next tastings.
Best regards,
The online shop team

Mr. Casez,

Thank you for your feedback.

We would like to clarify that this is in no way a lack of respect on our part. Simply, we had not been informed of your approach to our headquarters.

Thus, in order to effectively handle any complaint, we invite you to contact our customer service directly at the following address: [email protected]

For our quality service to analyze your request under the best conditions, could you please send us visuals of your order upon receipt, as well as your impressions after tasting.

These elements will allow us to determine whether it is a problem related to transport, preservation, or the natural aging of the cheese. As you know, cheese is a living product: its taste qualities can vary.

Rest assured that, in the case of a proven dissatisfaction or a quality problem, we have compensation solutions available, in the form of credit or reshipment of one of our specialties.

We hope that this information will be useful to you and remain at your disposal to find the most suitable solution.

Awaiting your response,

Best regards,

The Maison Agour Etxea team

Mr. Santos,

We appreciate your trust.

We sincerely apologize for the inconvenience caused when receiving your order.

Your package was delivered within the expected timeframe for Spain through our provider DPD.

As indicated in our delivery conditions at the time of validating your order, your order was shipped with a portable cooler; however, the transport through DPD does not have a temperature-controlled transport service.

Additionally, delivery times to European countries are longer and temperature variations are significant during this summer period.

Although it is rare, sometimes our products are affected by these conditions.

That is why we clearly indicate that these shipments are not refrigerated.

As a precaution, we recommend customers choose a delivery period outside of high summer temperatures.

In case of a claim for a damaged or non-compliant product, we invite you to provide us with images of your order at the time of receipt and to contact our after-sales service directly at the address: [email protected]

After opening a claim file and receiving a response from our quality service, we will offer you the appropriate compensation.

We apologize for the inconvenience caused.

Sincerely,

Maison Agour Etxea

Mrs. Galiana,

We thank you for your trust and are sincerely sorry for the inconvenience encountered during the reception of your order.

As part of a complaint for a damaged or non-compliant product, we invite you to send us visuals of your order upon receipt, and to contact our after-sales service directly at the address: [email protected].

Was the tasting still in line with your expectations?
We will immediately alert our preparation service regarding the importance of the quality of the vacuum packaging, in order to prevent this type of incident from happening again.

With our renewed apologies for the inconvenience caused,

Maison Agour Etxea

Madame Bayeux,

Thank you for your trust.

We are sorry to learn that one bottle from your order arrived broken.

As part of a claim for a damaged or non-compliant product, we invite you to provide us with visuals of your order upon receipt, and to contact our customer service directly at the address: [email protected]

As soon as your file is opened and after feedback from our quality service, we will offer you the appropriate compensation.

While waiting for your response, please accept our renewed apologies for this inconvenience.

Best regards,

Maison Agour Etxea

Thank you for your feedback.
Regarding the swollen bags, don't worry: it's completely normal. It's related to our packaging method for the sausages, which leaves a small volume of air to avoid crushing the product and to preserve its quality. We sincerely apologize for the close expiration dates.
As a gesture of goodwill, we offer you a €5 voucher valid on your next order.

Best regards,
The Agour team.

Thank you for your feedback. In order for us to better understand and respond appropriately, could you please specify which product you are referring to?

We are sorry that this order did not meet your expectations. Our hams are artisanal and their aging can sometimes vary slightly in texture. Regarding the sausages, their weight is always indicated on the site, but we understand your remark. Please feel free to contact us if you have any questions. Best regards, The Agour team.

Hello, We are sorry that our communication was perceived as too insistent. We understand your point of view and we do not wish to inconvenience our customers in any way. If you wish, you can unsubscribe from our emails with one click via the link at the bottom of each message. We also take your feedback into account to improve our approach. We still hope that the products received have satisfied you. Best regards, The Agour team.

Hello, We are really sorry for these oversights, it is our mistake and we apologize. We have just immediately processed the refund for the missing products. Regarding the delivery delay, this is unfortunately due to the carrier and is beyond our control. That said, rest assured about the preservation of the cheeses: with the current temperatures and their vacuum packaging, they have not been at risk. Again, our sincere apologies for these inconveniences. We hope that despite this, you will enjoy your order. Best regards, The Agour team.

Hello, Thank you for your feedback. We are sorry for the errors encountered on your orders. We always do our best to respect your choices and meet your expectations. Unfortunately, it can happen that a product is out of stock or that a human error occurs. We are happy to have been able to refund you quickly, but we understand that this does not replace your disappointment. Please know that we have implemented measures to avoid this kind of inconvenience in the future. We hope that the products received were still up to your expectations and that we will have the opportunity to fully satisfy you during your next order. Best regards, Louise, Maison Agour.

Hello, Thank you for your feedback. We are surprised by your comment, as our Basque cake, made artisanally according to a traditional recipe, usually meets with great success among our customers. We would like to know more to better understand your feelings. If you could specify what did not meet your expectations, it would help us check that there was no problem with this particular batch. We remain at your disposal and hope to have the opportunity to fully satisfy you during your next order. Best regards, Louise, Maison Agour.

Indeed, we encountered a problem with the Tommette 3 milks and did not anticipate the stock outage in time. Since then, we have corrected this error and the product is now indicated as unavailable on the site. As a commercial gesture, we replaced the Tommette 3 milks with another quality cheese, which is actually more expensive for us. This substitution was mentioned on the card attached to your order, as is our practice. We hope this replacement still brought you satisfaction and remain available for any questions or requests. Maison Agour.

We understand your frustration and sincerely apologize for this situation. We have done everything possible to resolve the issue related to your order, by contacting the carrier several times and tracking its progress. Unfortunately, despite our efforts, it seems that circumstances beyond our control have delayed your delivery. We assure you that this is not representative of our usual service. We remain at your disposal to find a suitable solution and thank you for your patience.

Hello, We are sorry to hear that you have not received your package. We will immediately contact the carrier to get more information about its location. We will get back to you as soon as we have news. Thank you for your patience, and our apologies for this inconvenience. Maison Agour.

my order from December 5 was only

easy, efficient, compliant

Thank you for your message and your loyalty to our site. We are sorry to hear that your last order of ham did not meet your expectations. Could you please provide us with more details about what went wrong? This will help us understand better and find a solution. For any comments or issues, feel free to call us or contact us directly by email. This allows us to respond more quickly to satisfy you.

Thank you for your feedback, and we are delighted that you enjoy our products! However, we are sorry to hear that the delivery took so long. This delay is indeed abnormal, as your package should have arrived within a maximum of 48 hours after shipping. For your next order, we recommend opting for Chronofresh delivery. This service guarantees fast delivery in refrigerated transport, ideal for preserving the freshness of our products; it's a premium option with which we have very few problems.

Thank you for your feedback. Can you please specify what you did not like about the foie gras? This will allow us to pass on your comments to our supplier. As for the raw milk tommette, it is a cheese that keeps well. The rind can continue to develop naturally, which is normal for this type of product; just lightly rub it with a cloth or remove the surface bloom. This does not alter its quality at all; on the contrary, its aromas continue to develop. We remain at your disposal if you need storage advice.

Thank you for your feedback. Our prices reflect artisanal aging, packaging and delivery costs, as well as fair compensation for the shepherds. Online purchasing allows those far from local producers to access these products. We hope that the quality satisfied you nonetheless!

Thank you for your feedback. We understand your comment regarding the bubble wrap. We use this type of protection to ensure that the products arrive in perfect condition, especially when it comes to fragile products or those requiring optimal maintenance of their quality. That said, we are constantly working to reduce our environmental impact and are exploring more environmentally friendly packaging solutions. Your feedback is valuable to help us in this process. Thank you for your understanding, and see you soon!

We are sorry for this situation. Although the cheeses have a strong odor, this does not mean they are not consumable. It is a natural phenomenon related to humidity, and simply removing the rind will restore a perfectly good cheese. However, we understand your disappointment, and we have issued a refund for one of the affected cheeses (25% refund) to compensate for this inconvenience. We will not send new products, but please know that the quality of our cheeses is assured and they can be consumed without any problem after removing the rind.

We thank you for your feedback. You are absolutely right, a weight of 456g for a product announced at 700g is indeed not normal. Our ham squares are supposed to weigh at least 700g, and this is an error on our part. To compensate for this discrepancy, we will refund you the weight difference. You will receive a refund shortly. We apologize for this error and remain at your disposal for any other questions.

Thank you for your feedback. We are sorry to hear that our cheeses did not meet your expectations. Could you please specify what you did not appreciate about their taste or texture? This will help us improve our products and better satisfy our customers.

Dear customer, Thank you for contacting us and we apologize for the inconvenience. Our customer service is available from Monday to Friday. Yesterday was a holiday, so we became aware of your email today. We confirm that we will send the 4 missing wedges of cheese tomorrow. We are very sorry for this error in your order and we appreciate your understanding. We will ensure that the rest of your order arrives as soon as possible. Best regards, Maison Agour.

Thank you very much for your feedback! It seems that you rated the brand based on the texture of the product received, but feel free to also share your impressions of our service in general: the packaging, the responsiveness of customer service, the speed of delivery, or your experience on our site. Your feedback is valuable to help us improve every aspect of our service!

Thank you for contacting us. We understand your concern regarding the delivery of your package. Indeed, your order was shipped on the 23rd and should have been delivered on the 24th or 25th. Someone from our team will contact you today to resolve this issue. We apologize for the inconvenience and thank you for your patience.

Thank you very much for your review and positive comments! We are delighted that you enjoyed our cheese and that our responsiveness was able to meet your expectations despite the delivery error. Regarding the price, we strive to offer high-quality products, which can sometimes influence the cost. We hope you will continue to enjoy our cheeses!

Thank you for taking the time to share your opinion on our almond tuiles. We are sorry to hear that they arrived in crumbs. Unfortunately, during transport, it can happen that fragile products like tuiles suffer some damage. We are glad that the last tuiles were good, but we understand your disappointment and are truly sorry.

We would like to thank you for your message and sincerely apologize for the disappointment related to your delivery. As we mentioned during our phone conversation, it happens that some carriers encounter difficulties in certain regions, which can lead to delays or drop-offs at relay points. We understand how frustrating this can be, and we are truly sorry for the inconveniences caused. For your next order, we offer the Chronofresh option, which guarantees better handling of the cold chain.

Hello, We are very sorry to hear that you have encountered problems with your delivery. We tried to call you today, but it seems you were unable to answer. To resolve this situation, we offer you two options: either a full refund of your order or a new shipment of your package via Chronofresh to ensure fast delivery. Please let us know what works best for you, and once again, we apologize for the inconvenience. Best regards, The Agour team.

Thank you very much for your feedback. We are delighted to hear that you enjoyed the quality of our products! We apologize for the delivery delay with Chronofresh. This service is usually very reliable, but as you pointed out, unforeseen events can sometimes occur. That said, it is not normal that your order took 4 days to arrive. We will escalate this issue with our provider to understand what happened and prevent it from happening again. The advantage with Chronofresh is that even in case of delay, the products remain fresh. Given that you enjoyed our products, we hope you might consider adjusting your rating, as the delivery depends on our carrier and not on our direct service. Thank you again for your understanding, and we hope to see you again soon.

Thank you for your compliments on our products. We are sorry to hear about the problems you encountered with DPD and we sincerely apologize. After checking, it seems we did not receive your previous messages, which explains our lack of response. We understand your frustration and are escalating this issue to our transport provider to improve delivery quality. If you give us another chance, we will ensure that your experience meets your expectations.

We sincerely apologize for this situation. It seems that we did not receive your emails, and we completely understand your frustration. To resolve this quickly, someone from our team will contact you today to fix this issue and send you the correct item. Thank you for your patience and understanding.

We are truly sorry to hear that you encountered a problem with this delivery and that you did not receive a response sooner. It seems that your email went unnoticed, but we have just responded to you. We completely understand your concern regarding the cold chain and the carrier's delay. We do everything possible to avoid this kind of situation and hope that our email response will provide you with a satisfactory solution. Again, we apologize for this inconvenience, and thank you for your loyalty.

Hello, Thank you for your feedback. We are sorry to hear that you were surprised by the shelf life of the tommette received. To clarify, this is a best before date (BBD) and not a use by date (UBD). The BBD indicates until when the product retains its optimal qualities, but the cheese remains perfectly consumable beyond this date. Best regards, The Agour team.