Customer reviews of Maison Agour

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

Sir,

We thank you for your loyalty and are delighted that the quality of our products continues to satisfy you.

Isothermal packaging is used for shipments handled by Chronofresh. This service ensures compliance with the cold chain thanks to transport in a refrigerated vehicle, without interruption until delivery.

For shipments made by DPD in a non-refrigerated vehicle, we add three ice packs to maintain an appropriate temperature during transport, for a maximum duration of 48 hours. In the case of a drop-off at a Pickup point, we cannot guarantee the maintenance of this temperature until the package is picked up by the recipient.

That is why, for the most sensitive products, we recommend prioritizing delivery by Chronofresh.

Cheese paper is not provided when the cheese is vacuum packed. For any questions regarding your order, we invite you to contact our customer service at the address [email protected], attaching photos of the products and the package. Our team will be able to study your request with precision.

Best regards,

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

Sir,

Thank you for your message.

The preservation method may vary depending on the product in question. To provide you with the most suitable answer, could you please specify which cheese or product it is?

We will be happy to advise you on how to best preserve its flavors throughout your tasting.

We invite you to contact our after-sales service at the following address: [email protected]

Best regards,

Maison Agour Etxea

Mr. Nouga,
Thank you for your trust.
We are delighted that your order pleased you and that our products met your expectations!
Looking forward to delighting you again very soon.
Maison Agour Etxea

Mr. Foa,
Thank you for your trust.
We are delighted that you liked our products.
Regarding promotional offers, these are scheduled for specific dates within a well-defined framework and unfortunately cannot be anticipated.
However, we do offer promotional operations throughout the year so that everyone can benefit at different times.
Looking forward to delighting you again very soon.
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

Mr. Abribat,

Thank you for your feedback and for your loyalty to our products.

We are delighted to learn that you appreciate the quality of our specialties. However, we regret that the delivery experience did not meet your expectations.

Our after-sales service remains at your disposal to assess this situation. You can contact us at the following address: [email protected], providing us with the necessary details.

We hope to have the pleasure of providing you with complete satisfaction on your next order.

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

Mr. Prioux,

We are delighted to read that the delivery of your order went according to your expectations.

We strive to ensure a reliable and careful shipment of our artisanal cheeses, in order to preserve all their quality until receipt.

We thank you for your trust and hope to satisfy you again very soon.

Best regards,
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

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

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