Customer reviews of Maison Agour

Mr. Martinez,

We are sincerely sorry to hear that you have not received your package, and we fully understand your disappointment with this situation.

Our customer service team can be reached exclusively by email at the dedicated address [email protected]. Unless we are mistaken, we have not found any message from you at this address.

We invite you to contact our team directly at this address. Responsive and attentive, they are available to assist you with any issue related to the delivery of your order or the receipt of a damaged product.

We hope to resolve this situation quickly and provide you with an experience that meets your expectations.

Kind regards,

Maison Agour Etxea

Madame Chaboud,
We are sorry to learn that your package experienced a delivery delay and that the products received were no longer consumable upon arrival.
After verification, you had chosen home delivery via DPD Predict, which is a non-refrigerated transport method. Only our shipments made with Chronofresh allow for temperature-controlled transport, from our workshop to your home.
As a precaution, we add ice packs for free in our packages sent with DPD. However, since the transport is not refrigerated, we cannot guarantee the proper preservation of the most fragile products throughout the entire journey, especially in case of a delay by the carrier. This information is specified on our website at the time of choosing the delivery method.
Given the delay you encountered, we invite you to contact our customer service at [email protected], attaching photos of the products received as well as your package. Our team will then be able to examine the situation precisely and get back to you.
Best regards,
Maison Agour Etxea

Mr. De Conto,

We are sincerely sorry to learn of your dissatisfaction and the state in which you indicate you received your products. We also regret that your email went unanswered and we apologize for this delay in processing.

Your order was shipped via DPD with delivery to a Pickup point. As indicated in our delivery information, this mode of transport is not carried out under controlled temperature and the pickup points do not necessarily have a refrigerated space. During periods of high heat, these conditions can unfortunately expose our most fragile products to high temperatures during their transport or while waiting for pickup.

That is why, given the sensitivity of some of our products, we particularly recommend Chronofresh during periods of high heat. This service allows for transport under controlled temperature from the departure of our warehouse to delivery.

That being said, your satisfaction remains essential. We invite you to renew your request with our customer service at [email protected], specifying your order number and attaching, if possible, photos of the products and the package upon receipt. Our team will then be able to examine your case precisely and provide you with an appropriate response.

We reiterate our regrets for this experience and hope to retain your trust and allow you to enjoy our Basque gastronomy products again under the best conditions.

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

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

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. 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

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

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

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

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. 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

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

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.

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

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.

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.

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 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.

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 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.