Customer reviews of Maison Agour

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