★★★★★
based on 1477 reviews published
Latest negative customer reviews
Great. 5 stars
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
I called and sent an email to Agour to report that the cheeses arrived in a pitiful state and therefore inedible. No response to date which is still a lack of respect. Honestly very disappointed because my previous purchases went smoothly without any problems. I am now hesitant to reorder even though I am of Basque Spanish origin, had a wife, and have a Basque son. Too bad....
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
It didn't come in Seur Frío. Everything arrived thawed and the cheeses smelled strange. The transport company told me that anything coming beyond the Pyrenees is not treated as cold. Talk to them.
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
Email sent on April 22, 2025, following an order from April 22 delivered on April 22. See this email.
Awful experience. One order = messages every day. People looking for local products do not want to be flooded with messages. ENOUGH OF THE SALES PITCH. I am a customer! Not an object to be milked for every last penny. Just for that, my first order will be my last.
Incomplete order, missing 1 kg of cheese, missing free jam, and especially missing insulated bag with Free pack, so cold chain not respected and especially order received two days after the expected date, so two days of uncertain storage, surely not in a cold room.
Still haven't received my order, I contacted by phone twice and was told they would check where the problem was, no response yet. For my first order, bravo.
Lost package, not received!
Order delivered quickly, and products perfectly packaged and fresh
Terrible foie gras and cheese that does not keep.
The cheeses smell very bad. Following the instructions given, we left them outside for several days but they still smell bad. As compensation, we are offered a refund for the price of one cheese. We believe that we should be sent 4 new cheeses and return these. We hope that our petition will be taken into account.
I ordered 5 wedges of cheese for which I paid €50 and to my surprise, I only received 1 wedge of the 5 I ordered and paid for. I sent photos to the supplier explaining what I am narrating, and so far I have not received the slightest response nor have they said anything about resending the 4 missing wedges or refunding me the corresponding amount for what I did not receive. I understand that anyone can make a mistake, but what I do not understand is that they remain silent in response. I will continue to try to recover what I paid for, and I will use all means at my disposal to achieve it. Consider yourselves warned!!!!!!!
Your request worries me because I have not received my package!!!!
Very bad. The delivery has been postponed for 5 days. Agour does not respond to emails and calls and texts... we are waiting for the refund hoping it will be effective on this point...
Prices are high but the products are very good. However, your transport provider DPD is AWFUL. And your customer service does not respond. So I will not order from AGOUR again.
Package not received, your carrier is dishonest, I do not ask for any refund, but you have lost a customer!!!
I received an item that I did not order and no response after sending an email to say that it was not the ordered item.
The cheese is exquisite like the cold cuts, just need to check with your carriers because they did not deliver on the scheduled day (I took my morning to receive the package and the next day the ice packs were completely melted, too bad but the products did not suffer, phew...
It arrived badly, probably due to transport and heat. I have bought many times and have not seen this. I threw it away and I don't know if I will buy again. Agour did not want to see the problem; all the edges were 2 cm or more black.
MORE THAN 3 WEEKS AFTER PLACING THE ORDER... BUT STILL WAITING FOR DELIVERY!!!
To date, I still have not received my order. DPD France informed me on Friday of a delivery in the coming days. What a disappointment because I was planning to have a tasting of your charcuterie at Pentecost. Well, nothing. I understand why you advised me to have a cooler. I am extremely disappointed for a first order. If I do not receive the delivery tomorrow, I will request the cancellation of the order and its refund. Because for perishable goods, 10 days of delivery is a bit much.
Following an order (ref SGOANHCMJ), upon delivery, I noticed that 2 items were missing. Despite messages left on their messaging system as well as a photo showing the delivery note indicating the weight of the package so that they could verify on their side, there has been no contact from them to date. Disgraceful attitude. Michel Bischoff
I never received the Basque cakes.
The chat works very well before placing an order (I asked for confirmation for a delivery before 31/12 if I ordered on 26/12, which was confirmed to me) but when we want to ask why our order is not delivered, if the product will still be good to eat when it is finally delivered (it was supposed to be delivered on 30/12 and I received it on 03/01), no one answers the chat even though these people are apparently online. I sent a message three times asking for explanations or at least a confirmation that the cake will still be edible but no response!!! UNACCEPTABLE, I do not recommend this merchant.
The expiration dates are too close. The whisky box only has the name, it is not a box and therefore not giftable: vacuum-sealed plastic bag!
The delivery times are not respected even though there is an important payment option for delivery fees for delivery within 48 hours, but this is not the case in reality. So very, very disappointed...
The site itself is fine, but the big problem is the quality of the cured ham aged 9 months. This is the second order I have made. The first was not conclusive at all (excessively salty ham), but this time it's a disaster. I wanted to take a slice at noon and it is all white as if coated with a layer of talc and still too salty. I do not recommend this company and will not order anything again. I will throw away this quarter of inedible ham. It serves as a lesson and makes me wary of so-called rewards!!! The tasters should have consulted our grandparents who knew how to make real and good ham.
Even if these products are not made by you and you are only the distributors, I do not accept to pay 50% more than at the producer itself. For this reason, even if some of your products interest me, I will not order anything from you anymore and your €5 discount will not change anything. Best regards
Hello, indeed the Christmas period is a time when carriers are quite unpredictable.. Unfortunately, we can't do much about it.. We work with TNT because it is one of the only carriers offering such fast delivery (24h), essential for our products. We also work with Chronopost which also offers delivery in 24h, in refrigerated trucks but the price is not the same, a delivery via Chronopost costs us about €20 per package. Next time, opt for this carrier to be sure not to have other issues.