Customer reviews of 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

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

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

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

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

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. 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

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

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

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

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.

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.

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.

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!

Thank you for your feedback. The title of 'best cheese in the world' refers to a real award received at the World Cheese Awards, and not a claim, but of course, tastes are personal! Feel free to try other affinements, some are more distinctive.

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.

Thank you for your feedback. We understand your concerns regarding plastic packaging. We are doing our best to find more eco-friendly alternatives, but for now, there is no viable solution to guarantee the quality and freshness of our products during online sales. Regarding the tommette, we advise you to let it dry for a few days in the open air (in a cool, dry place). As for the blue cheese, if you prefer stronger cheeses, feel free to let it age a bit yourself. The Agour team.

Thank you for your message and your positive feedback regarding the delivery. We apologize for the situation regarding your cheese. Indeed, the format you ordered was out of stock at the time of shipping, and we replaced the missing quantity with another piece to respect the total weight of your order. We understand that this was not ideal, and we will make sure to better manage these situations in the future. Thank you for your understanding.