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

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

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. 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

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

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

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. 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

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. 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. 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