Maison Agour consistently receives praise for the quality and flavor of its cheeses and pâtés, with many mentions of excellent, flavorful products and well-packaged items that stay cold during transit. Customers highlight careful packaging, vacuum sealing, and cool packs that keep products in good condition, along with fast and reliable delivery when timing is right. The store earns positive notes for responsive service and smooth order handling, including quick replacements and helpful support in case of issues. Overall, the experience is described as dependable, with repeatedly strong product quality and secure, effective packaging that preserves freshness during delivery.
Quite disappointed with the reception of the products
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Response from Maison Agour
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
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Herve D.
Rating: 1 out of 5
following a purchase from 11/12/2025
Hello, nothing against you, just the delivery which was a nightmare. They told me I was delivered when I was not, after several calls to the delivery company who could not find my package. I received it after 1 week. Anyway, your product is good.
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Response from Maison Agour
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
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Philippe G.
Rating: 1 out of 5
following a purchase from 08/12/2025
Your carrier DPD is an obvious hindrance to the development of your online sales, if I were you I would try another one that will deliver your orders on time! In any case, I will not order from you again as long as DPD is the one delivering.
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CAROLE S.
Rating: 4 out of 5
following a purchase from 10/12/2025
I am a bit disappointed with my last order regarding the goat cheese, it has no taste
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Laurence G.
Rating: 4 out of 5
following a purchase from 10/12/2025
Very good product.
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Rabah T.
Rating: 1 out of 5
following a purchase from 10/12/2025
Terrible, I am still waiting for my refund for my cooler, you never respond
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Garance D.
Rating: 1 out of 5
following a purchase from 07/12/2025
nothing to report shipment / tasting / perfect. I recommend and I will order again. "Lescinqsources.com" Garance Denaux
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Elvire R.
Rating: 4 out of 5
following a purchase from 01/12/2025
The only inconvenience was not being delivered to the initial pickup point.
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Nathalie P.
Rating: 2 out of 5
following a purchase from 02/12/2025
Disappointed, the cheese has no taste.
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DAVID M.
Rating: 4 out of 5
following a purchase from 01/12/2025
Perfect, still so good!!
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Gilles N.
Rating: 4 out of 5
following a purchase from 28/11/2025
Disappointed by the Basque cake at La crème. Rather good in taste but a problem with the texture.
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Dominique T.
Rating: 4 out of 5
following a purchase from 28/11/2025
Quality products, careful packaging and delivery times respected.
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Patrick S.
Rating: 4 out of 5
following a purchase from 29/11/2025
Everything is fine except for the delivery. 7 days to receive. Useless carrier.
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PHILIPPE V.
Rating: 2 out of 5
following a purchase from 29/11/2025
Delivery error of products compared to those ordered. Illegible dates on the cheeses.
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Jordi C.
Rating: 4 out of 5
following a purchase from 30/11/2025
Excellent product, but the shipping took much longer than a week.
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Iván R.
Rating: 1 out of 5
following a purchase from 29/11/2025
I bought 3 different cheeses. Well, 2 were fine, but one of them arrived fermented and with a rotten smell. I don't know if it came like that from the store or if the cold chain was not maintained during transport. Also, I sent an email explaining what happened a week ago and they haven't replied to me at all. Terrible after-sales service, considering it's not my fault to receive the cheese in bad condition.
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Hélène B.
Rating: 4 out of 5
following a purchase from 27/11/2025
I love this cheese.
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Alain B.
Rating: 4 out of 5
following a purchase from 18/11/2025
Hello, the package is for Christmas. I haven't opened it. I'll keep you updated. Best regards
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Jesus Maria H.
Rating: 1 out of 5
following a purchase from 28/10/2025
I have sent you several emails with photos about the arrival of the shipment, which has been unfortunate, and you still haven't replied to me. What are you waiting for?
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Response from Maison Agour
Sir,
We thank you for your comment and sincerely apologize for the inconvenience caused by receiving your package.
Our cheeses are artisanal and delicate products and, despite all the precautions we take, they can unfortunately suffer some damage during long-distance transport, especially from Spain.
After receiving your message, our after-sales service immediately took care of your request. The damaged products have been resent as soon as we received your return to ensure your full satisfaction.
We appreciate your trust and remain at your disposal for any further inquiries.
Sincerely,
Maison Agour Etxea
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Alain L.
Rating: 4 out of 5
following a purchase from 18/10/2025
Incomplete order upon delivery. I had to pay the shipping fees for the second part of my order!!!
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Response from Maison Agour
Mr. Lycops,
Thank you for your message.
We apologize for this incident during the delivery of your order.
Following your report, we had offered to resend the missing cheese at our expense, but you preferred to receive a credit.
Thus, during your next order, the usual shipping fees applied, the credit being deducted only from the amount of the products.
We hope this explanation will provide you with more clarity.
We remain at your disposal for any further requests.
Best regards,
Maison Agour Etxea
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Pascal K.
Rating: 4 out of 5
following a purchase from 02/10/2025
For the relational quality between the company and the client, everything is perfect. However, the communication from Pick Up is catastrophic. The package stayed ...5 days in the depot store without the carrier sending me an email or a text message. Unfortunately, this spoiled the experience for me. Fortunately, the cheese arrived intact. Best regards PK
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Response from Maison Agour
Mr. Keller,
We sincerely thank you for your message and for your compliments on the quality of our exchanges and our customer service.
However, we are sorry to learn about the difficulties encountered with the Pick Up delivery.
This type of situation remains exceptional, but we fully understand your disappointment.
Even though the cheese fortunately arrived intact, we take note of your feedback to pass it on to our transport partner and improve the delivery experience.
Thank you again for your trust and kindness.
We look forward to delighting you again very soon.
Best regards,
Maison Agour Etxea
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evelyne S.
Rating: 1 out of 5
following a purchase from 26/09/2025
Chronofresh delivery deadline not met, following a complaint, the sales department committed to making a gesture. Awaiting response to date.
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Response from Maison Agour
Mrs. Sabatou,
We completely understand your disappointment regarding the delivery time and we are sincerely sorry for it.
To date, we unfortunately have not received any complaint registered in your name.
In order to assist you quickly and carry out the agreed commercial gesture, we invite you to directly contact our after-sales service at the following address: [email protected]
Our team remains at your complete disposal to resolve this situation as soon as possible.
Best regards,
Maison Agour Etxea
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Patricia L.
Rating: 4 out of 5
following a purchase from 21/09/2025
Very good
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Response from Maison Agour
Mrs. Le floch,
We sincerely thank you for your feedback and are delighted that your tasting experience with our products has satisfied you.
Your trust encourages us to continue our commitment to artisanal, local, and quality production.
We hope to have the pleasure of delighting you again very soon!
Maison Agour Etxea
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Pierre M.
Rating: 1 out of 5
following a purchase from 06/09/2025
Basque cakes were present on your site, and I was disappointed to learn that you had removed their availability after my order.
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Response from Maison Agour
Mr. Milox,
Thank you for your message and for your interest in our Basque cakes.
Indeed, our production is entirely artisanal and local, which allows us to guarantee the best quality and the authentic taste of our products.
However, this sometimes implies limited stock availability.
The out-of-stock situation you noticed is temporary.
We are currently conducting the last tastings before relaunching this reference, and we hope to have it back online before the end-of-year holidays.
Thank you for your understanding and loyalty.
Best regards,
Maison Agour Etxea
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JEAN JACQUES M.
Rating: 1 out of 5
following a purchase from 19/08/2025
Great. 5 stars
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Response from 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
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Sylvain C.
Rating: 1 out of 5
following a purchase from 10/08/2025
I called and sent an email to Agour to report that the cheeses arrived in a pitiful state and therefore inedible. No response to date which is still a lack of respect. Honestly very disappointed because my previous purchases went smoothly without any problems. I am now hesitant to reorder even though I am of Basque Spanish origin, had a wife, and have a Basque son. Too bad....
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Response from Maison Agour
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
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david C.
Rating: 4 out of 5
following a purchase from 08/08/2025
Order placed and received quickly. The only small disappointment is that the company that received my package does not have a refrigerated corner to keep the package, otherwise everything went well.
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Response from Maison Agour
Mr. Canard,
We sincerely thank you for your feedback and are delighted that your order arrived quickly.
Regarding your comment, we would like to clarify that our products are shipped in specially designed packaging to ensure their proper preservation during transport.
However, we fully understand your concern and will make sure to pass this observation on to our carrier.
Rest assured that we remain attentive to every feedback from our customers in order to constantly improve our service. We hope that tasting our specialties will bring you complete satisfaction.
We look forward to delighting you again,
Best regards,
The Maison Agour Etxea team
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Christophe C.
Rating: 4 out of 5
following a purchase from 04/08/2025
Everything was excellent thank you
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Response from Maison Agour
Mr. Chadier,
Thank you for your review.
Your encouragement motivates us to continue our efforts to offer you the best of Maison Agour.
We look forward to delighting you again very soon!
Best regards,
The Maison Agour team
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luis S.
Rating: 1 out of 5
following a purchase from 04/08/2025
It didn't come in Seur Frío. Everything arrived thawed and the cheeses smelled strange. The transport company told me that anything coming beyond the Pyrenees is not treated as cold. Talk to them.
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Response from Maison Agour
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
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Max M.
Rating: 4 out of 5
following a purchase from 01/08/2025
I will certainly order other products
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Response from Maison Agour
Mr. Mayzaud,
Thank you for your trust and your feedback.
We are happy to know that our products have made you want to renew the experience.
We will be delighted to accompany you during your next tastings.
See you very soon for new gourmet discoveries.
Best regards,
Maison Agour Etxea
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Corinne B.
Rating: 2 out of 5
following a purchase from 20/07/2025
Out of 8 bottles ordered, one was broken
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Response from Maison Agour
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
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michel L.
Rating: 4 out of 5
following a purchase from 06/07/2025
No problem, I've known for a long time.
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Sandrine I.
Rating: 4 out of 5
following a purchase from 19/05/2025
Top sheep cheese, top Bayonne ham, disappointment for the Basque cake
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Response from Maison Agour
Thank you very much for your feedback!
We are delighted that you liked the cheese and the ham. For the Basque cake, we will immediately pass your comment to our supplier.
Feel free to tell us more about what disappointed you, it helps us improve.
Best regards,
The Agour team.
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raymond P.
Rating: 4 out of 5
following a purchase from 19/05/2025
products of very good taste qualities. I will come back again
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Yves R.
Rating: 4 out of 5
following a purchase from 13/05/2025
All OK. A bit disappointed by the belly not dry enough, not seasoned enough and with Spanish pork, Basque I hope...... Sangria, cheese perfect
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Response from Maison Agour
Thank you for your feedback. We will pass your comment to our quality service regarding the seasoning and drying of the belly, it is valuable for us to improve.
The pork indeed comes from the southern Basque Country.
The Agour team.
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Janet F.
Rating: 4 out of 5
following a purchase from 03/05/2025
excellent product but without a confirmation of my order I was left wondering until it arrived. Attempts to contact you went unanswered for three days. Maybe communicate a little better, you have an excellent product but I hesitate to reorder.
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Response from Maison Agour
Thank you very much for your feedback and for your kind words about our products we’re truly happy you enjoyed them.
We’re very sorry for the lack of communication regarding your order. During that period, a few members of our team were on vacation, and we must admit our organization wasn’t optimal which unfortunately caused delays in responding to messages and confirming orders.
We fully understand how frustrating that must have been and are doing everything we can to improve. We hope to have the opportunity to serve you again with a smoother experience next time.
Kind regards,
The Agour Team.
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Annie V.
Rating: 1 out of 5
following a purchase from 16/04/2025
Email sent on April 22, 2025, following an order from April 22 delivered on April 22. See this email.
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Catherine I.
Rating: 2 out of 5
following a purchase from 13/04/2025
Expiration date very close for the sausages, swollen bags. I sent you an email with no response to this day. Best regards.
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Response from Maison Agour
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.
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Guy S.
Rating: 4 out of 5
following a purchase from 13/04/2025
Finally a delivery that went well with a package handed over in person and not thrown over the gate. It seems that paying the extra for fresh products brings additional quality.
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Beatrice V.
Rating: 4 out of 5
following a purchase from 13/04/2025
Yes, well, but I thought I had a jar of black cherry jam, maybe a bad choice of basket.
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Response from Maison Agour
Thank you for your feedback. Indeed, the black cherry jam was not included in the basket you chose.
Don't hesitate to reach out to us for advice during your next order, we will be happy to guide you to the basket that best meets your expectations!
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