Customer reviews of Maison Agour

Mr. Cherouat,

We understand your disappointment upon receiving your order and regret that the transport conditions did not allow your cheeses to arrive in the expected conditions.

Your order was shipped via DPD to a Pickup point, in accordance with the delivery method selected when you placed your order. As stated in our delivery conditions, shipments by DPD are not carried out under controlled temperature. We also cannot guarantee that the carrier's depots or pickup points have refrigerated space to keep packages in case of immobilization, especially during a weekend.

It is precisely for this reason that we strongly recommend choosing Chronofresh for the delivery of our cheeses. This service ensures controlled temperature transport from our workshop to your home and thus offers suitable preservation conditions throughout the journey.

You also indicate that one of the cheeses was no longer vacuum sealed upon arrival. We invite you to contact our customer service at [email protected], specifying your order number and, if possible, attaching photographs of the affected products. Our team will be able to examine your situation.

Looking forward to fully satisfying you,
Best regards,
Maison Agour Etxea

Dear Mrs. Legruiec,

We are delighted that you appreciated the quality of our cheeses and are sincerely sorry for the lack of communication regarding the missing product in your order.

We confirm that the refund for your selection of 10 fine slices of Bayonne IGP ham has been processed. An email was also sent to you as soon as this was done to inform you. We regret if this information did not reach you clearly enough.

For any questions regarding an order, a product, or a delivery, our after-sales service remains at your disposal by email at [email protected].

We hope to have the pleasure of seeing you again soon, especially with the approach of the Christmas holidays, for more gourmet moments.

Best regards,
Maison Agour Etxea

Mr. Douce,

We apologize for this misunderstanding. For orders placed on our online store, we are unfortunately unable to accommodate specific requests for cutting cheeses. However, a response should have been provided to you regarding this matter at the time of your request.

Regarding the wrapping paper, it accompanies the cut portions of cheese. It is therefore not included when purchasing a whole cheese.

We nevertheless hope that the quality of our sheep cheese fully satisfied you and we look forward to seeing you again for a future tasting.

Best regards,

Maison Agour Etxea

Dear Mr. Ramos,

We are delighted that the quality of our products has satisfied you.

As the end of year festivities approach, we hope to see you again around new gourmet discoveries among our Basque specialties, to share or to offer.

Looking forward to delighting you again!

Best regards,

Maison Agour Etxea

Dear Mrs. Pinot,

We are delighted to know that you appreciated the quality of our products as well as the care taken in their packaging.

As the end of year festivities approach, we hope to have the pleasure of introducing you to other specialties of Basque cuisine and to accompany you in your gourmet and sharing moments.

Looking forward to delighting you again!

Best regards,

Maison Agour Etxea

Dear Mrs. Yard,

We are sorry that the reception of our Basque specialties was not fully satisfactory.

Regarding the Basque cake with cream, its product sheet specifies storage in a cool, dry place and consumption within 2 to 3 days following receipt. Our cakes are prepared on Wednesday for shipment on the same day or within the week. Due to the fragility of the pastry cream, they can be kept cool before departure, which explains the precaution

Mr. Moreau,

We are sorry to learn of your disappointment upon receiving your order and understand your comment regarding the portion received.

After verification, your order was for 1 kg of Ossau-Iraty AOP raw milk, and not for a whole tomme. A portion of 1 kg corresponds to a piece cut from a tomme. On our site, when you select the desired weight, the product visual adapts to the chosen format to best represent the ordered portion.

However, we regret that this presentation may have caused confusion. In case of questions or problems regarding an order, our after-sales service remains at your disposal at the address [email protected].

We hope that you will still appreciate the quality of our Ossau-Iraty AOP and that we will have the pleasure of introducing or reintroducing you to our cheeses and products from the Basque Country.
Maison Agour Etxea

Mr. Moreau,

We are delighted that your delivery arrived on time and that you were satisfied with the rest of your order.

However, we regret that your Pikorra sheep crottins arrived crushed. We have duly noted your message and the photo sent to our after-sales service to report this issue.

Our team remains at your disposal at the address [email protected] for the follow-up of your request.

We hope you will soon have the opportunity to discover other cheeses and specialties from the Basque country of Maison Agour Etxea.

Best regards,
Maison Agour Etxea

Hello,
Thank you for your feedback and we are delighted that the quality of our products satisfies you.
We are however sincerely sorry for your experience regarding the tracking of your order and our exchanges with customer service.
In order for us to follow up with our teams and understand the difficulties encountered, we invite you to contact us directly at the address [email protected], specifying your order number.
We will thus be able to study your situation and provide you with an appropriate response.
Best regards,
Maison Agour Etxea

Mr. Gontier,

Thank you for your feedback and we are pleased to know that you appreciate our Basque sheep's blue, especially when you enjoy it from our shop in Hélette.

However, we are sorry that your experience upon receiving this order did not meet the standards of your previous tastings.

You took the precaution of choosing DPD delivery to your workplace and planned a cooler to receive your cheese. Nevertheless, as specified when choosing the delivery method, transport by DPD is carried out in a non-refrigerated vehicle. During periods of high heat, a sensitive product like cheese can therefore experience a rise in temperature during its transport, even before its reception.

For our cheeses, we recommend prioritizing Chronofresh when temperatures are high, in order to benefit from temperature-controlled transport and best preserve their qualities until delivery.

If you find that your cheese has been altered or damaged during transport, our after-sales service is of course at your disposal at the address [email protected].

We hope to soon have the pleasure of bringing you back the full quality of our sheep's blue and our specialties of Basque gastronomy.

Best regards,

Maison Agour Etxea

Mrs. Beaumont,
Thank you for your feedback and we are delighted that you appreciated the quality of our products.
We are however sorry for this inconvenience regarding the consumption date of the sausages received.
In order for us to carry out the necessary checks with our teams, we invite you to send us a photo of the packaging as well as the lot number concerned to the address [email protected], specifying your order number.
Please note that some spicy dried Txistorra were offered at a reduced price this August, as part of a specific offer, with a mention indicating a short consumption date at the time of purchase.
We will thus be able to verify if your order was part of this offer and follow up with our teams.
Best regards,
Maison Agour Etxea

Hello,

Thank you for taking the time to share your experience and we are sorry to learn that your cheese arrived slightly melted after transport.

During periods of high heat, we recommend prioritizing Chronofresh delivery, which allows for transport under controlled temperature. Other transport methods offered, notably DPD, are carried out in non-refrigerated vehicles and can therefore expose the most sensitive products to temperature variations during transport.

We are also sorry that you encountered difficulties in contacting us. Our customer service remains at your disposal at [email protected]. Please do not hesitate to send us your order number as well as photos of the received product so that our team can study your situation and provide you with an appropriate response.

We hope to have the opportunity to offer you a fully satisfactory experience soon and to allow you to enjoy our cheeses and specialties from Basque gastronomy under the best conditions.

Best regards,

Maison Agour Etxea

Mrs. Giner,

We warmly thank you for your loyalty and are delighted to know that you appreciate our cheese to the point of renewing your order.

However, we understand your disappointment regarding the size of the black sloe jam. The jar offered in this deal is indeed a discovery size of 30 g, as indicated in its description.

If you enjoyed this specialty, our black sloe jam is also available in a more generous size among our selection of jams in our online store.

We hope to have the pleasure of accompanying you in new gourmet discoveries around our cheeses and the flavors of Basque gastronomy.

Best regards,

Maison Agour Etxea

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

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

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. 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

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

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

Hello,

We sincerely regret to hear that your order arrived in poor condition and that one of the cheeses does not seem to be compliant.

In order to provide you with an appropriate solution as soon as possible, we invite you to contact our after-sales service at the following address: [email protected], attaching photos of the products as well as the damaged packaging during transport.

These elements will allow us to analyze your request and propose an appropriate compensation.

We thank you for your understanding and remain at your disposal.

Sincerely,
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

Mr. Fior,

Thank you for your message.

We are sorry to learn that our thin slices of Bayonne Ham IGP 12 months did not bring you complete satisfaction.

We take your remark regarding the presence of fat on the ham into account.

Your message has been forwarded to our teams so that they can take it into consideration.

Please do not hesitate to contact our quality service, with visuals if possible, at the following address: [email protected].

Best regards,

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