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

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

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

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

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. 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

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

Mr. Brillard,
Thank you for your detailed and constructive feedback on our cheeses.
Aging is the maturation period during which the cheese develops its aromas, texture, and personality. At Agour, this artisanal step takes place in our wooden aging rooms, between 4 and 18 months, depending on the desired character: the majority of our cheeses are aged for 6 months, some for 12 months, and the most typical up to 18 months, for more intense and complex flavors.
We understand your expectations regarding the precision of these durations and are working to make them more visible to best accompany each tasting.
For any questions or additional requests, our after-sales service is at your disposal at: [email protected]
Thank you again for your trust and your passion for good cheeses!
Best regards,
Maison Agour Etxea

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

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

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

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?