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

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

Madame Herblot,

We sincerely thank you for your feedback and for your loyalty to Pikkora, of which we are delighted to know that they are among your favorite cheeses.

We take note of your comment regarding the aging process. Since Pikkora are living cheeses, their texture can evolve depending on the period and the conditions of storage and transport.

During your next order, do not hesitate to contact us so that we can, as far as possible, guide you towards cheeses that better meet your expectations.
We will be happy to assist you again.

Best regards,

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

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

Mr. Gach,

We are pleased to know that you liked our products, and we are sincerely sorry that the delivery arrived too late. This situation does not correspond to the experience we wish to offer.

We inform you that delivery times may vary depending on the handling and processing by the carrier, especially during peak periods. However, we regret this delay and the inconvenience caused.

We remain at your disposal at [email protected], if you wish us to check the tracking of your order (by specifying your order number).

Best regards,

Maison Agour Etxea

Mr. Caillaux,

We are sorry to learn that the flavor of the cheese received did not bring you the same satisfaction as during your in-store purchase.

We understand your disappointment, as the tasting experience can sometimes vary depending on the type of aging, the batch, or the conditions of storage and transport.

In order for us to study your feedback and provide you with an appropriate response, we invite you to contact our customer service at [email protected], specifying your order number, the product concerned, and, if possible, the batch number (or a photo of the label).

Best regards,

Maison Agour Etxea

Madame Benoit,

We are delighted to know that you are satisfied with our cheeses.
We hope that the cooked dishes will please you just as much during the tasting.

We remain at your disposal at [email protected] if you have any questions or if you wish to share your opinion after tasting.

Best regards,

Maison Agour Etxea

Mr. Javelaud,

We are pleased to know that you are satisfied with our products, and we thank you for your trust.

However, we are sorry for the delivery delay encountered with DPD, as well as for the lack of response that may have given you the feeling of not being supported. This situation does not correspond to the level of service we wish to offer.

We remain at your disposal at [email protected] if you wish us to verify your file (by indicating your order number), in order to understand the origin of the delay and provide you with a more precise response.

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. Le Moël,

Thank you for your feedback and we are sincerely sorry that the transport conditions did not allow for a tasting under optimal conditions.

Our products are shipped in suitable packaging; however, an extended delay can indeed impact their state and perception upon receipt.

We fully understand your remark.
We invite you to contact our after-sales service so that we can study your situation and provide you with an appropriate solution: [email protected]

We remain at your disposal and hope to offer you a better experience with your next order.

Best regards,

Maison Agour Etxea

Mr. Carreau,

Thank you for your feedback, and we are sincerely sorry to learn of your disappointment upon receiving our products.

Your satisfaction being at the heart of our priorities, we invite you to contact our customer service so that we can better understand the situation and provide you with an appropriate solution: [email protected]

In case of specific damages upon opening the package (breakage, omission, or deterioration of the product), the sender and/or the recipient has a period of 7 working days from the date of receipt of their shipment or collection at the pickup point to contact our customer service.

The complaint must be accompanied by visuals of the packaging and products attesting to the situation.

After studying the complaint by our quality service, the customer service will proceed according to the customer's wish, to create a credit note, refund, or reship the damaged goods only.

We remain at your disposal and hope to have the opportunity to offer you a better experience.

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