Communication is king but not here

I thought the same from these guys waited 4 weeks no goods and no word. I sent emails no word i sent queries through there website, which brought back an error, with no joy at all.

Thanks to previous posts I phoned 01202 621169 and spoke to Mike a very nice chap who apologised profusely for the delay stating that it is a supplier issue.

Anyway I had ordered 3 items one of which I cancelled and am expecting delivery of the other 2 next week so I will let you all know.

I do think it is a communication issue with these people as they look like a small/sole trader and probably not to hot on customer service unless you phone them.

Steve

Wish I'd seen these reviews before ordering

Like everyone else, I ordered something, got charged for it on the day of ordering but have not received the item. No emails have been responded to and the phone number they supply on their despatch email just tells you to email them. It's infuriating and I feel robbed. You have been warned - don't use them and in future, I shall always do a search before placing an order with any unknown companies. How do they get away with this?

RIP OFF MERCHANTS

despite several promises goods never arrived, I have complained to trading standards and they still let these thieves trade

excellent service

The service was very efficient, the staff very friendly.
I have ordered quite a few items from decuisine and have been very happy with the company, everything arrives super fast as well.
Corry Lilley

Appallingly bad: grossly incompetent or dishonest?

Don't touch decuisine with a bargepole.
Placed an order for a £300+ kitchen trolley.
Never got it. Never WAS going to get it. All i did get was a stream of unconvincing excuses.
Only managed to get responses at all from them by using their business/suppliers line: 01202 621169 or 01202 620097 - can't remember which now (as recommended by one of the very helpful previous reviewers on this site).
After many wasted efforts I finally persuaded them to cancel the order and send me a cheque.
It bounced.
Fortunately it was finally paid on re-presentation.
Steer well clear of this joke outfit.

Appalling service

This was a simple low value order but after 2 weeks of no delivery I used the tracking feature on their website , which as others have reported here tells you nothing. I then sent them 3 emails, none of which were replied to. I have now cancelled the order but will have to reclaim my money (which they debited from my credit card as soon as they got the order) via my CC company.

This outfit is basically a scam site.

ANOTHER UNHAPPY CUSTOMER

Again like many other customers, order placed and not delivered, have e-mailed but with no reponse back, no answer from the phone number, although my order was of small value, it is no way to run a company. I have made a complaint to Trading Standards, and am in the process of trying to get my money back - if only I had read the reviews on this site, I would have NEVER ordered from this company

6 weekson and no order!!

I placed an order 28/07/2010 for patio dinner items, value of £175, I waited and waited - contacted my courier thinking it must be them holding things back, only to find that 3 weeks after my order was placed they had not delivered to courier -They had debited my card on the order day!!- I cannot find anyway of contacting them except email but they do not respond, also the only phone number will not allow you to leave messages . I really think this unacceptable

PLEASE IF YOU HAVE ANY SENSE DO NOT PLACE AN ORDER WITH THEM

Like many of the comments I only wish I knew about this site and had a look before I placed an order, I will look here before I order anything else from anybody. This company might give lots of excuses for not responding to you chasing to see where your item is but I am sorry that is not good enough, their system for taking the payment seems to work extremely well, so they have the know how to run a good company but I am sorry they just leave you in the dark as to where your item is and only the Lord above knows when you will get it because they obviously don't know. I have chased them five times now and no response it is only a small item but that is not the point they should deliver, and contrary to what their tracking says they are not happy to have emails as you don't hear back from them by the date they give you on the site, perhaps they should invest some of their gains on more staff to handle the orders like they do on their website which looks like they are a reputable company but sadly they are not. The telephone numbers registered DO NOT work they are unobtainable I am sure this is not right, however some kind person on this site has given a number that does work. I would give them a wide birth you have been warned, I am sorry to say I wouldn't order from them.

DO NOT BUY FROM THEM

Like most people ordered some goods back in april 2010 the cheaper item arrived very promptly. The rest of my order i'm still waiting for they dont reply to emails etc etc. I only wish i had read these reviews before i made a purchase. I will keep chasing them for a refund. In my opinion do not place an order i do no know what is going on very badly run business.

AVOID AT ALL COSTS

Still waiting on my order since 7th May. Fobbed off with an out of stock reply when I emailed after 2 weeks. No response to complaining via their automated email response. Finally spoke to someone on 01202621169 - Sue Wheale, apparently the mother of the owner - who assures me they will call tomorrow morning.( FYI their other phone numbers do not work.) Will update then. If not, I will be proceeding with complaints to Poole Trading Standards and the fraud department of my bank. I'll also be bringing them to the attention of their local police in Poole.

Please do not be fooled by any positive reviews here - I would strongly supect they are the work of this 'company' themselves. I will never order from them again and will also properly research any online company I order from so I guess at least I have learnt that from the experience! That said I have never experienced anything like this before in several years of shopping online. They don't deserve the one star I was obliged to give them.

DO NOT BUY ANYTHING FROM THIS COMPANY!!!

I made a purchase in January. They were prompt to take my 100+ quid but the goods have never appeared. I have chased by phone and scores of emails - they have promised a refund (a couple months back) but the money has not yet appeared. Still chasing...I will not give up!

Deirdre McGrath found this review useful

Hopefully they're sorting the problem

I placed an order a couple of weeks ago, didn't recieve anything, and got no response to an email. I found their phone number today and rang them (01202621169), intending to ask for a refund. They turned out to be very helpful, and have assured me that they'll send the goods as soon as they receive their order. Since I've ordered goods from them several times before and not had a problem, I agreed. Hopefully, they'll live up to their promise.
Rather than setting out to scam people, they just seem to be disorganized. Of course, that's no way to run a business!

Worst kind of web based business

One item of the order received promptly, the main items still not delivered over a month later, like everyone else no response to emails.

If you are reading these reviews you have probably already ordered from them, best of luck.

unobtainable company,take money but no goods or email replies!

i have emailed this company twice about goods not received but have got no reply.No telephone number on website!!!Took my money the same day but cannot answer an email!Telephone number given on this forum by others is now disconnected!This company needs to be closed down! Wish i'd read these reviews before ordering!

Item finally arrived after 3 weeks!!!No explanation or apology.There was a phone number on the dispatch email ,so for those of you who want it here it is 01202 620097

Don't panic

Got my mugs 2 weeks after ordering and they are lovely. I found this review site after waiting for about a week with no update and I was consequently a bit concerned until my goods arrived well packaged and as described; so this is really a review for others in the same situation - don't panic yet! I think most of the bad reviews could have been avoided by DeCuisine if their website indicated stock levels and their online order tracking actually gave you some useful information.

Took my money but no goods...

My experience is similar to many here - ordered goods back in May, still not arrived, no update either via email or on website and absolutely no response to emails/contact form.

Either a scam or a very badly managed company.

Two weeks of waiting for goods/email reply, however, agreed to refund without argument

On 28/06/10 I placed an online order, however, one week later, the item, an SKK lid, had still not materialised. I then sent three email order queries, but received no acknowledgement.

Today, I discovered there are a number of dissatified DeCuisine customers, however, I was blissfully unaware when I placed my order.

Strangley for an online business, they don't show any contact telephone number. Looking on this site today, I discovered a landline and decided to give it a try. The number was answered immediately by a guy named "Mike" who took my order number and was friendly and chatty.

After a 3 minute trip to the warehouse he stated they had 18cm SKK lids in stock, but were out of stock of the smaller 16cm lid I ordered. Mike indicated it would be another two weeks, however, in view of the poor feedback I requested a refund. This was processed while I was on the phone and confirmed with a transaction number. I'll check my credit card account in 3-5 days to see whether it has materialised.

Although their website is professional in appearance, there is no stock indication and the failure to answer three emails and display a phone number in inexcusable.

I believe the company may have had some recent stock issues, as the poor feedback appears to be a recent issue. I for one, will not be buying from them again.

9 weeks, and finally a refund

After my 2 month wait, as a result of the 01202 number being published on this website, I was able to contact the company and have now received a refund for the product.
A very poorly managed company.
I would definitely not order again.

No problem

I've ordered twice by mail order from DeCuisine, and I've had no problem.

Excellent

Rapid delivery, product as described, excellent service. Highly recommended

EXCELLENT

The item arrived on the date agreed with the company.The customer service was very helpful and I got all the information I needed. I can only recommend this company to others. Excellent service and fast delivery. Keep it up.

I phoned

I phoned today and Mic the owner answered me and send my money back and apologized about the order the supplier didn't covered him.

Fraudulent Traders

This company took payment, did not deliver te product ordered and do not respond to emails sent to the address the give on the website. No other way of contacting them is available.

Lots of similar experiences reported suggest www.decuisine.co.uk are basically fraudsters who occasionally make good a delivery.

Have reported this on the Poole trading standards website and suggest others with a similar experience do the same.

Dreadful

My wife ordered on Monday 24th May - money taken on 25th May. So far no product delivered and no answer to my continual emails. A letter sent this week by recorded delivery for my money back. No response from deCuisine. Will contact my credit card company on Monday next if there is no product or refund.
David Amos

No problems

Item arrived promptly, well packaged and as described.
No problems and would use them again.

Still waiting for order or feedback

I placed an order with them on the 17th of June and I am still waiting for my order to arrive. I've emailed them but I had no response. Thanks to some of the comments here I'll try the phone number as I couldn't find one on the site. Do not use this website.

Why run your Company like this

Like so many other people I to have been waiting a very long time for my order to be filled. 1 item was delivered within 2 days and I thought great a good professional company but the more expensive item I am still waiting for 4 weeks later. No reply to emails and no reply to the telephone number ending 97. Tried every day for the last fortnight and of course no answerphone on this number just please email us so you go arround in circles.. Many thanks for the other telephone no ending 97 called this and was answered immediately. Have been told my item is expected to come in on Tuesday so by all accounts I should receive it next week - Because of the lack of information they have lost this customer. I will not purchase from them again even though I did get one of my items very quickly.

Took My Money, No Goods Sent and Can't Get Hold of Them.

I implore you NOT to use this company, they took my money almost a month ago, never sent the goods and have not replied to my emails. No telephone number on their website to call them on either!

I may have only spent £20 or so but it is the principle of the matter, it is just plain WRONG to operate like this. I am currently going through the process of getting my money bank via the Fraud department at HSBC - I just wish I had found these reviews BEFORE I placed my order.

So to conclude De Cuisine are common thieves, they are despicable people and should be closed down. I will certainly be reporting them to Trading Standards.

Excellent and very prompt service

The item I ordered arrived 2 days after I ordered, I was impressed with the range of products and will be placing another order again soon.

Continually Poor Service

I placed an order on 15/6 paying for Fast Delivery. No answer to the 3 emails I sent, managed to get through on 01202621169 as the 08708505395 Number on website has been engaged for 3 Days. Flustered lady said noone was there (at 830am) this morning, I have called again and she says the manager (who I presume is Mike) is "under his desk sorting out the Internet". I asked if the internet has been down for two weeks...She assures me he will call back soon....Will update later!!!

************************************************
Finally got through on the 01202 number after the wife promising her husband would call twice this morning. She told me that their BT Internet was down and that I could check BT Website. I advised her that I still had not had my order fulfilled even though they had taken my money over 2 weeks ago. She said She would get her husband "who was down at the Bank as they couldn't access their Bank Accounts" to call me back without Fail!!! She promised me she wasn't fobbing me off. I told her about the number of complaints online about DeCuisine and she informed me they were an internet based company with over 200,000 orders per year and that the online complaints were a drop in the ocean. I will update this soon to be Daily Diary when they fail to call me back today!!!
***********************************************************

Update, Was finally delivered on 08/07/10, exactly a month after ordering. Products we fine, however website queries and telephone responses are severely inadequate. Hence I am raising my Rating from 1 Star to 2 as the guys I spoke to seemed genuine. I wouldn't order again though

still waiting for order/order despatched

I have ordered from these a few times and although sometimes i've had to wait for items, when i've phoned they have always been helpful and goods have been received. However, i placed an order on 10th June and the money was taken straight away and i have still not received my goods. when checking on the website order tracking there is no comment about my order and i notice on the contact us page that the telephone number is no longer there. I have e-mailed them but have had no response.

***********************************************************
Update on above
Had an e-mail from Mike last week explaining problems they have had with suppliers and i was promised my product would be delivered this week. i have just had a e-mail from them to say my order has been despatched. I don't know why people on here slate them so much, although i was worried about my order but that was only because i had read the negative reviews on here.
Anyway, will get my order tomorrow and i will be ordering from them again as i can always find what i want on the website & they generally have the best prices. And if you don't want to wait for a product? go and find a shop that sells it- i know what i'd rather do.

Brilliant

I have purchased from deCuisine several times and have always found them to be good value, excellent customer service and fast delivery. Never had any problems whatsoever. Would highly recommend them.

Perfect

I have used this company several times and could not fault the service. My orders always arrived in a couple of days. The website is clear and very easy to use. I shall most certainly use them again and recommend to others.
Thanks for an excellent service.

Sophisticated scam operation

These people operate a sophisticated scam. It relies on the fact that most people, sooner or later, give up on chasing their goods. The tactic is continually to delay. Then, after persistent complaint, the excuse will be made that the item is out of stock. Emails will not normally be replied to, and the telephone will not be answered. However, the scam is sophisticated, because for the persistent 10% (that is, the 10% that would be a problem and threaten to report them to the Police), they will eventually send out the item or process a refund thereby escaping penalty. That means that in perhaps 90% of cases they get away without sending out the product. Or they send out the lower value item if two products are ordered, but say there is a delay on the larger value item.

I would guess that these people started out with a genuine business, but found that simply not fulfilling orders despite being paid was a much easier way to make money. Once you go down that route there is rarely any turning back.

I urge anyone effected by this scam to complain to Poole Trading Standards officer and also to write to the Chief Constable at Poole Police. Do not suffer in silence else this scam will just continue.

Deirdre McGrath found this review useful

Great website, talked to a pleasant man named Mike.

I usually have great service with this company. Goods are of good quality and normally sent out quickly. They have a problem with their suppliers at the moment, which is not their fault ( there is no trust in the commercial finance world since the credit crash) I am still waiting for a couple of items to come, Mike assures me they will be depatched as soon as they arrive. Which I hope is soon.

excellent

This was the first time I have used this company I could not fault the service My order arrived in a couple of days the website was clear and very easy to use I shall most certainly use them again and will recommend to others
thank you for an excellent service

Report to Poole Trading Standards

I am still awaiting my order a month later. The cheap items arrived in days but never the expensive purchases. They dont reply to emails and dont list a contact telephone number so I can only assume this is a scam.
DO NOT PURCHASE FROM THIS COMPANY.

rated as nil

update on on previous report , after talking to Mike on phone did get refund , but morning after talking to him husband recieved email from de cuisine and had virus attached fortunatley virus protecter blocked it , so please be aware , I can'not understand why these people are still allowed to trade , we live in Australia so is difficult for us to do anything from here but surely if people from the area where decuisine are were to report them to the fraud squad something would be done , Goodluck to all who deal with these fraudsters

Fraud!

I guess I don't even need to give to much detail in my case, since it is a carbon copy of the majority of the other people who posted here: bought 3 items for £18, was immediately charged on my credit card, never got the products (many weeks ago) and they never replied to a single e-mail (and they don't offer phone support). Fraudsters, period! Stay Away!!!

Marilyn Mills found this review useful

SO BAD!!!!!

I bought some goods from what I thought was a reputable company. The full payment was taken but no goods arrived. I placed this order in April 2009 and have been emailling them with no reply and calling to which just an answer phone answers. It was only for £50 but none the less. After reading all these compaints I could not believe my eyes. 1 year of trying to get some sort of response for nothing. Its absolutely DISGUSTING!!!!

doreen harrison found this review useful

Warning

I hope people read this before ordering from De Cuisine. I read this forum too late and fell foul of all the problems reported by others. Firstly, unlike most other suppliers, they take full payment before despatch, even if the goods are not in stock. On checking, this is in their Terms and Conditions, but I hadn't read them, and don't believe this is normal business practice. When ordering you are not told if an item is out of stock, as ours was. Their so called "order tracking system" is totally misleading - even though our item wasn't even in the country, the tracking system told us it was in the warehouse awaiting packing. I telephoned De Cuisine several times and was promised delivery, however after waiting one month for a teapot, I cancelled the order and requested a refund. It took yet another phone call a week later to get them to put through the refund while I waited on the phone. By ringing the number given on this forum (01202 621169), at least I managed to get through - the number on the website is permanently engaged. And don't expect replies to e-mails - I don't believe they are read, yet alone responded to.

2nd time unlucky

Some time ago I bought a lovely kitchen cart from them and was very happy with service and product. At the moment though I have been waiting a month for three very simple items. I can neither get a response from them by phone or email - I think they really need to invest some time and effort in their customer services. If we are informed of any problems (e.g. an item sold out) we can decide how to continue but because of the lack of response you start to wonder if they have gone bust!

chasing refunds

It is simply not right for a company to take immediate full payment for an order when items are not in stock.
This is the second time that this has happened (why did I re-order...)
and each time when I finally cancelled the remainder of the order, I had to make endless phone calls to get my money refunded.
There should be internet regulations controlling this practice.

no stars

internet order placed 4th march. money taken within seconds of placing order. not able to contact by email or phone. goods were needed quite urgently tracking just kept stating awaiting dispatch. tracking now just says order now voided off system! can't contact by phone always engaged still no goods or refund although a cheque arrived in the post last saturday even though i paid with a credit card suspicious or what? what a waste of time banked it monday bounced today! decuisine a scam and they are thieves as well. shop at your peril i am £82.35 down

excellent

i have been shopping with this excellent company for nearly two years it started when i could not find what i was looking for on a lot of sites or in local shops i have always found them excellent when i have sent for products they have been dispatched and have received them in a matter of days. they always email me to say that goods are on they way thats why i will always use company and i also recomend them to friends

they exisit, they are kosher, just a bit slow

This is not a scam. I've just experienced a real scam elsewhere with concert tickets, so I know. If you can't get decuisine by phone try their main number and call Mike on 01202 621169, and he'll sort you out.

Simon Cormack found this review useful

Great Service

I recently placed an order for bottle jackets and they arrived very promptly. There are lots of great products and I will be buying from them again ...soon.
Aileen

fab products and very quick service

I got what I ordered very quickly and beautifully packed so it didn't break. I have always had prompt delivery and would not hesitate to recommend this company

Avoid at all cost

Ordered 2 pans and a Silicone Pastry Brush on the 4th April. After 1 week the status of my purchase was shown as "goods awaiting packaging by warehouse". 2 weeks later this was still the case so a very abrupt email was sent to which I had a reply the next day stating the goods were stuck in France due to the Volcanic Ash disruption!!!!!!! To which I reluctantly replied that I would give them the benefit of the doubt. A further 2 weeks passed by before I sent an other email to which the status changed within 2 days to "goods have been dispatched". Parcel received today to which I opened and to my utter surprise I have my 2 pans but no brush which I am assured is to follow next week. Unfortunately the bad side to anyone being able to set up a web company is you have to suffer the totally inept and totally out of depth ones too.

What a Joke

I ordered £55 worth of goods last September, money was taken from my credit card but no goods arrived. Then received an email saying goods out of stock so I asked for a refund which never came. I have since spent the last 6 months emailing several times a week to try and get my money back. Pointless ringing the phone number as its constantly engaged. FINALLY after nearly 7 months I got my money back - hurrah!!!!! - dont think I will be using them again!

nil

I ordered £255 worth of goods. It looks a fantastic proffesional site. Better than others iv visited for the items i needed. Anyway the money was immediately taken from my account, and i recieved an email saying my order was being processed and waiting to be despached.
Two weeks down the line still no goods. Telephoned and i had an answer with the tele no they suggest to ring. After seeing this site i cancelled the order and was told i would recieve my refund the following Friday. this was Monday. No refund telephoned again and they said as it was a large amount they will have to send it by cheque????????????? Mmmmmm'
Anway i did recieve it a week later on a Saturday. there were no good. Otherwise i would of had them. from now on ill be checking the sites thoroughly before purchasing anything.
From the time they took my payment it was a month before i got my money back. Also i sent numerous emails had none back at first but the 4th week they did reply each time i emailed them.
I would not use this site again, but its so proffesionaly done it stands out from the others. Pity the service wasnt the same. Mike seemed a nice guy on the phone and appologetic. But that means nothing for the service.

Atrocious service- wish I'd read about them before ordering

Update, got hold of a very pleasant woman on the 01202 621169 number. After an exchange, and invoking a potential report to Trading Standards, a credit card refund was offered immediately - I'll wait to see if this arrives. They are a 5 person family-run company who need to get their act together on customer service. I still won't be ordering from them again.

Ordered two items over three months ago. Despite several E:mails, no response until I managed to get someone on the phone. Very pleasant bloke to speak to , but sounds completely distracted and all over the place.

One item arrived three weeks later - part of it broken, not surprisingly as it wasn't marked as fragile. I mailed them about this and had no response. A week later, E:mail arrived to say that the other item had been dispatched. Still not here. Called on the suppliers number as suggested elsewhere in these reviews and got a response that " the relevant person has just popped to the bank". Seems like a one man band who have no understanding of how to manage customers' expectations of service from an internet based company.

I think they are too clueless to be fraudulent, hence the two stars - I wanted to give them no stars.

I won't be ordering again, no matter how difficult it is to get hold of the product elsewhere.

no refund

I chased and chased an order for a vinegar/oil set and a cheese board. When I eventually got hold of a human being I was told that they had cancelled my order as they could not get stocks. 2 months later I am still waiting for a refund as they had already taken the money off my credit card.

Great catalogue, helpful staff, excellent service

I ordered an asparagus steamer from deCuisine as mine, though bought as stainless steel, is rusting. I rang them to discuss the product and found them to be very knowledgeable and eager to help. Placed the order and it arrived lickety split. Very happy customer.
I can't seem to add another rating, so I will add onto this one.
Ordered several other things from decuisine this week, one immensely heavy, and the package arrived in 3 days with no increased postage charge.
Order with abandon from this very reputable and efficient company!!

Mother still not got her Mothers Day present!!!!!!!!!!!

ordered goods on 10th March 2010, they took my money on 12th March and still not got my goods!!!!!!! Have rang the number but constantly engaged and have emailed twice. It was a present for Mothers Day........so thanks a bunch Decuisine.

Another disappointed customer

I placed an order for 7 items totalling around £100 in mid February 2010. My order was acknowledged, and my card was debited instantly, then silence.

Just over two weeks later I sent an email querying what was happening. Whether coincidence or not I then received an email advising dispatch of 5 of the items. The package arrived with 4 items and a printed label saying the 5th item would arrive "next week".

Four weeks later and no updates or deliveries, so I sent another email suggesting that delivery by 9th April (in two weeks time) would be a good idea, otherwise I would contact Trading Standards.

Today (9th April) and still no contact or response, and no delivery either. I have now spoken to Trading Standards, and I am about to draft a letter following their advice cancelling the outstanding portion of my order, and expecting a refund within 30 days (I hope). Failing that I shall be commencing a claim through the Small Claims Court.

I've used the internet to buy all kinds of stuff for many years. This is the first time that it has gone wrong, and what a waste of time this has proved to be. I'm just glad I didn't order anything that I needed urgently.

I shall be looking elsewhere to buy the cancelled items. If anyone asked me whether to purchase from this site, based on my experience, I would say NEVER.

NO GOODS NO COMMUNICATION

NO GOODS NO COMMUNICATION SAYS IT ALL, CONSTANTLY ENGAGED LINE, BT ASSURE ME THE LINE IS WORKING!

BUY FROM THIS COMPANY AT YOUR PERIL

I ordered an oven thermometer fom this company 23 days ago, the money was taken from my account the next day.

On their 'Tracker' page it was shown as passed to their warehouse for packing.

23 days and 7 e-mails later the status is still the same, to date I have not had the courtesy of a reply, or the goods I have paid for.

DO NOT USE THIS COMPANY !!!!!!!!

I would rate this company no stars, but this website rules minimum 1 star !!!

I would, however, award 5 stars for the speed with which they took my money !!!

No response to telephone calls or emails- don't buy from them!

I ordered two cake tins. A number 6 and a number 0. They sent me a number 4 and a number 0. The number 4 is no use for the 60th birthday cake I am baking! I have called countless times, it is always engaged and I have sent 6 emails and received no response. I wish I had never ordered from this company. I have now resorted to ordering a number 6 tin from another company.

Hearts in the right place but systems all over the shop

I don't think these guys are fraudulent, just not very good at delivery and communications.

I called this number 01202621169, it works, its the suppliers line. Call it if you want to talk to a person.

I had a long conversation in which I was assured my items were expected within a week and in which I suggested they buck their ideas up basically.

Cut them some slack but do call if you're having problems and tell them they need to employ more staff to answer the phone.

Update as of 17 May. Gave them the benefit of the doubt in my last phone call, they said the remainder of the order would be delivered soon. 6 weeks later still no sign. AVOID THIS COMPANY. It's rubbish.

Received my Products

Ok, so here is what happened I ordered cake pans for my wedding from decuisine because I couldn't find them anywhere else in the sizes I wanted. 4 weeks after my order I was concerned that it hadn't arrived and the tracking said the same thing everyday. Could not get through on the phone or get an email back. Found this website and really got disheartened thinking I had been scammed for sure. Finally got through on the phone. Only one pan was in stock, still being skeptical I asked they ship the one right away, which they did and I recieved within 2 days of the phone call. I received the other two the next week. I ordered in plenty of time and didn't mind it taking 6 weeks, but they should let customers know a realistic processing time. Bottom Line aside from being poorly run if you need something but can't get it anywhere else, call or email first to see the avialability..I don't think I would order anything directly from them online again with out talking to them first to know how long it would take and whether or not it was in stock. I can't complain about the cake pans, excellent quality, correct sizes, and made in the UK not overseas.

my worst ever internet shopping experience

I ordered my good 20 days ago and received nothing, and no replies to emails.

Very poor communication

Like other reviewers, I feel an idiot because I didn't check this company's rating before placing my order -- a mistake I shall not make again! I ordered goods totalling £55. I received the first (an expensive loaf tin) very quickly, together with an apology that the other goods were not included, but reassuring me that these would follow shortly. Two other items arrived about a fortnight later, but the fourth item (another expensive loaf tin) was not included. I have tried to phone repeatedly and have emailed countless times ... no response. Meanwhile my credit card had been debited instantly for the full amount. I am very fed up!

Fansatic product and excellent customer service

I ordered a gorgeous bell shaped cake tin to make my daughter a barbie doll cake. The order did take quite a while to arrivre but on phoning up, it was explained that the tins were individually made and they were just awaiting more stock. They also answered all my questions on how to bake the cake and even send me additional cake decorations in the post!

I am very happy with the product and the customer service was excellent. Their other items are so lovely that I will definetely be buying from them again in the future

Everything was perfect!!

After searching the net for cookie cutters, I stumbled on this website. The product is exactly what it said on the tin and arrived well within the timescales.

I would have no problems using this website again.

Really good value and quality

I do find it rather odd that so many reviewers have had a bad experience with this Company, as all my experiences with them could not have been more pleasurable. I have purchased several items, including my favourite cook’s knife. Everything is the highest quality, and the communication, delivery and personal attention is second to none. I have their site bookmarked in my browser and will continue to go there for my cooking needs.

First class

My goods arrived almost by return post,securely packed. the goods were of the highest quality & just what I was looking for. I would recommend this company to anyone who wantsgood quality goods & excellent service.

OUTSTANDING communication, quality product and speed of delivery

I received some fantastic dinosaur biscuit cutters from decuisine.co.uk which the children in my class loved using. Fantastic communication and personal response to e-mails. Well packaged, good quality product. Speedy delivery. Would highly recommend.

DO NOT BUY FROM THIS FRAUDULENT SITE

Unfortunately ordered a pizza pan from this lot before I found this site. Ordered on 22nd February 2010, credit card debited immediately but of course no delivery!
Their phone line is constantly engaged. I am emailing them several times a week but I see from a previous review that they don't respond to emails either. Have emailed Poole trading standards - maybe they will look into them if they have enough complaints.

Overall very good service

I recently ordered over £70 worth of goods from this company and after reading the reviews I was very concerned. However, I phoned the manager directly on a number I found in one of the other posts and he is a very nice man. I haven't recieved my goods yet but he has assured me that he will get them to me asap. From what I can see this is a very genuine company who are struggling slightly at the moment, and require customers to just be a little understanding and patient, and in return for this the company will really go that extra mile to deliver a good service.

Update on grading - will not be buying again from this company

Update re-edited 14 Jun 2010 again after seeing that nothing appears to have changed on reading later reviews for other customers -

Received a personal call from Mike Wheale 30 Mar 2010, and after hearing his full explanations and apologies I believed him and felt that he is a very genuine person who is trying to run his business under what have been very difficult circumstances - he gave good reasons for lack of communication which he told me were being attended to ASAP so I was more than happy to edit my rating and upgrade it. I am happy with goods and might have reordered from the company today had I not seen that people are still suffering the same appalling lack of customer care, so now this company is definitely a no-no for me for ever!!!
Update 27 Mar 2010: my goods arrived today having been posted yesterday -following my letter directly to owner etc. (read below) hence upgrade of rating. No reply to my letter or any other communications, no explanation or apology - I would say that if the company has difficulty filling orders promptly then at least have the courtesy to let the customer know promptly, that would save a lot of disharmony. They should also either take off the contact email address and telephone number or ensure that they are replied to.
Update 23 Mar 2010: Site still showing awaiting packing. Order still not showing cancelled and no refund as yet. Phone response recorded message, emails still not answered.
Have now emailled Poole Trading Standards and sent a letter by recorded delivery to Mike Wheale. Will update with any outcome.......................

Previous review:
I am still awaiting delivery or information from deCuisine about an order I placed on 28th February 2010. When I check out progress like other complainants it shows awaiting packing and has done for most of the time. Have sent at least 4 emails asking them to let me know if or not it was in stock - I would have waited a little while if they had only had the courtesy to reply to my emails - no point ringing - they cannot say they haven't received emails. I have now sent an email telling them to cancel my order and refund my payment - still no response as yet.
I bought from them once before and to give credit they did let me know that one of my items was unlikely to be in stock until April, and the other 2 items arrived about a week later. I was happy with that - the goods were fine - hence my ordering once more.
Now I would recommend them to no-one - I think they are so very ill mannered and discourteous in not responding to customers complaints or enquiries and have told them so.

SERIOUSLY - DON'T BOTHER - BUNCH OF SCUM BAGS

I ordered from these cowboys but THEN saw reviews, and thought "oh no!" I received my order within a few days - but only two items that were about a quid each, and the more expensive items - the items I really wanted are yet to be seen. I've emailed 4 times, I've tried ringing dozens of times (constantly engaged), and now I'm claiming the amount back from my credit card company.

If the reviews on this site are not enough to stop you from buying from them, then there has to be something wrong with you! ;)

AVOID AVOID AVOID - THEY WILL SIMPLY CAUSE UNNECESSARY NEGATIVITY AND FRUSTRATION

Appalling

More than 6 weeks after placing my order, I have heard nothing from the company. The phone is constantly engaged and there has been no response to my emails requesting that my order is cancelled and my money refunded.

I generally research companies before ordering. In this case, the monetary value was small and I wanted to use an independent retailer. I have learned my lesson and will not make that mistake again!

Total Ripoff

Placed an order. Never shipped. Spoke to someone once who had some excuse about being out of stock. Haven't heard anything in weeks. Sent an email asking for my money back. No response. Have tried to call a bunch of times, always busy. Have filed a fraud complaint with Visa. Am looking into how to report to trading standards. Amazing that this site has not been shut down.
I bet that all of the positive reviews are the owners of this 'business' pretending to be happy customers!

Speak as you find

Have followed these reviews and wondered what might happen to me.Spoke to gentleman once regarding my order, and he phoned me informing of delay due to goods not being in stock.I have been patient, and sure enough received despatch confirmation email followed by recorded delivery of goods the following day,being yesterday.I cannot complain. Quality of goods is excellent. Maybe some may consider a little over a month is a long time to wait, but my order has been fulfilled as promised when stock became available.This is a genuine review and it appears to me that this company is doing it's best as far as I can see.

Phone owner direct

I used this company a few years ago and had no problems so I used them again a few months ago. Goods didn't arrive after a few weeks and after emailing (waste of time) and phoning their regular number (always engaged), I managed to track down the owner on his direct number 01202 621169. Finally got a refund but what appalling customer service. I just wish I had found this review site before ordering. BY HIS OWN ADMISSION THE OWNER DOES NOT READ HIS EMAILS AS HE SAYS HE GETS TOO MUCH SPAM....PLEASE PLEASE PLEASE PHONE DIRECT. It worked for me

Rip off merchants

If they had a minus rating I would give it. Talk about take the money & run!!!! I found out the weekend that my Father had purchased from the same Company and had the same problem. This Company should be shut down. Customer service dreadful, well, there isn't one really. Emails do not get answered, the phone line is always engaged, due to complaints I should imagine. Please do not buy from this Company.

Marilyn Mills found this review useful

Really bad service

Similar experience of a very poor company. I ordered 3 items on 10th Feb 2010. The 2 cheaper ones arrived within 2 days. I am still waiting for the third. As seems the norm for this company the phone was permanently engaged and there were no replies to e-mails. I will now e-mail Poole Trading Standards.

do not use them!!!

I ordered my item on the 09/06/2009 and paid a first class delivery. I received my goods three months later without hearing anything from the company. The company no longer replies to my e-mail, I could not contact them over the phone.

Terrible overall customer service, but I got my refund

Update: 10th March 2010
Following my email to BBC Watchdog and Poole Trading Standards (forwarded to Consumer Direct (www.consumerdirect.gov.uk), about a week later on 3rd March, I received a call from Mike Wheale. He was very nice and very apologetic about the order and said that there had been a mix up with part of my order, all understandable but not informing the customer of these issues is still terrible customer service. I asked for a refund and this was received in my account about 3 days later for which I am very grateful. He was very helpful and said if I wanted to order anything again to call him first and he would make sure it all went smoothly. I've upped my rating from 1 to 3 mainly because I got my refund, but it took a long time and this kind of experience for a consumer shouldn't be the norm as it has been for most people on this site.

Initial review 24th February
Same experience as everyone else. Placed an order on 28th January 2010. Spent £46 including delivery, website said items were in stock. Money debited from my current account on 29th January, haven't heard a peep from them since. Emailed to chase the order on 10th February and followed that up with numerous calls, once spending a whole hour constantly calling (I have a 7 month old and a 4 year old so not time that I have) and received an engaged tone every time, except of course after 1pm when it goes to ansaphone and you cannot leave a message. I wish I had checked this website before I placed the order. But today, I emailed Poole Trading Standards (environment@poole.gov.uk) where they are based and BBC Watchdog (watchdog@bbc.co.uk) so will see what happens next.

Appalling

I ordered two items from De Cuisine last month - they took the full amount - £25 - but only sent one item. I have now emailed them three times and never received an answer. I've also tried ringing but it's always engaged and one can't leave a message. My next step will be to track them down via Companies House and send them a letter. I'm glad I found this website and I'm happy to contribute to anything that will stop other people wasting their money and time on this shambles of a company.

Disgraceful

Order placed 18th Jan 2010 money taken 20th confirmation email received with link - order being packed! Yeah same as many others here, can't get through on phone - always engaged. I hope my bank will get my money back & these people get banged up!

FRAUD Another Similar Story Money Lost No Goods !!!!

I placed an order on the 5th of Feb 09 my money was taken the next day, according to the website its being packed !!! Some Packing !!!!!! The telephone number engaged and no reply to my email !!!! My next stop is trading standards ! What a nightmare how can they be allowed to carry on !

Fraudulent site

I ordered 3 cake tins to make a wedding cake. Payment was taken immediately, but did not even receive a confirmation e-mail of the order. No sign of them appearing and am giving up hope. Hope noone ever uses this terrible company and that all these bad reviews mean less people are cheated out of their hard-earned cash.

No Stars

We recently placed an order with this company and we share the same story as everybody else. Placed an order nearly a month ago and have never received it. Despite constant phone calls and emails, we have never had any reponse from them. A dispute has been opened with the bank to reclaim the money and with trading standards - considering the reviews on here I cannot beleive they are still being allowed to trade!!!

Rip-Off

I placed an order for 3 items - only received 2 of them - but they debited my bank account with the full amount, the third item (being the most expensive) is needed for making my own wedding cake. I have phoned but the line is constantly engaged except after 1pm when there is an answerphone, but you can not leave a message. I have also emailed twice but with no response. I just wish that I had checked out this website before ordering from them. I just wish that I lived nearer I would certainly like to meet these people face to face.

Fraudulent

I placed an order in October and of course have received nothing. I have contacted the company by email on numerous occasions but no response. This is a totally fraudulent company and they should not be allowed to continue trading.

Frustrating, disgraceful behaviour from a company that appears so high up the Google ladder

I placed an order some weeks ago. I have absolutely no idea whether they intend to fulfil it. They do not answer the phone or respond to emails but continue to bombard me with their emails and seductive offers. They should not be allowed to operate like this.

unacceptable and unprofessional

I ordered 3 items from this awful website company on 6th January for a birthday gift for my Mother in Law for 11th January. Not only did the items not arrive on time, I could not get through to the company to chase. Several ignored emails later, my MIL received 2 out of the 3 items, 2 weeks later - How embarrassing! Since, I have again, sent several emails requesting information on when the last (most expensive) item will be delivered; to no avail. They are unprofessional, discourteous and work shire fopes... when/if I get the last item I ordered delivered, I will notify on here... wish me luck.

Rip offs - steer well clear

I wouldnt even give them this star.
I bought a mould from them, sure enough it arrived in a couple of days, but it was damaged, i rang them but the phone was engaged the whole time, lucky for me i returned the item with recorded delivery this was before Christmas i am still waiting for them to pick up the phone and to reply to my emails about my refund. So glad i paid with my credit card. i should have read these reviews before i spent my money with them. I will never buy from them again, they can not be trusted. Virgin is going to sort out getting the money from them.
Bloody rip offs!

Took a little longer than I expected, but my item arrived...

I received the item I ordered - which cost 70GBP - within eight days of my order. On the basis of experiences elsewhere, I expected it to arrive a bit sooner than that, but it did arrive - and de Cuisine was offering the product at 10GBP less than the next best available price, so overall I am pleased.

The tracking function provided could be improved, although once the item has been dispatched, you are provided with a reference number for the Parcelforce website so you can see where you item is in the post.

don't panic - not so bad

We ordered a trolley mid december (£300) and didnt really start worrying till after Christmas. However when we tried to ring it was always engaged so we looked up the company and found this website. We were then very worried because it is a lot of money, so I contacted the dorset trading standards and left the details. However as soon as i had talked to them I actually managed to talk to Mike at the company, so he does answer sometimes!
He promised to get in touch in the week with a delivery date. He seemed surprised that we had been told that we could track our order because apparently you cant - so this obviously needs sorting.
He did contact us and we now have the trolley which is good quality and just what we wanted. I know that the council contacted him, so I dont know if we would have got it so quickly without getting them involved. They did tell me that they are working closely with the company, that it does have problems but that he is not a con-man. So i hope that he manages to sort out the problems.

One start rating is too good for these fraudsters

What a pity that there is no facility to give nil star rating. How De Cuisine is still getting away with accepting orders, taking payment from our credit cards and then no sending out the goods. I have taken issue with Barclaycard about this compnay have have got now where. It is now twelve months since I tried to take issue with De Cuisine and like others on this site got absolutlely no where. They have taken my money and I believe had no intention of sending me my goods. Beware anybody who has any dealings with DC. They are fraudsters being supported by Barclaycard in my opinion. I sent to Barclaycard this web site address so that they could read for themselves what is going on. They just we're not interested, instead they wanted written evidence from DC that my goods had not been despatched. In your dreams Barclaycard!!!

Go else where!

I too have yet to receive goods that were paid by credit card in September when ordered. They have not replied to any of my emails, and now I find when I log on to orders, my order is no longer listed. I do wish I could give them a 0 rating, they are just a bunch of crooks

No stars

this company charged my credit card over 40 euro on 11th December for an item which I never received and they now say is unavailable. I contacted them eventually by telephone 10 days ago and they said they would organize a refund which they never did. I have contacted my bank today. How can this company get away with this. Eliz2

i'm keeping my fingers crossed

after ordering three items and recieving nothing i have just stumbled on this site...i can't believe they are getting away with this. after ringing the number on their website every minute for the last hour, someone actually answered..hooray! the man i spoke to seemed to know what was going on with my order and i was told the items will be posted to me today and will definately be here by the end of the week. i am not convinced so will have to wait and see. also, be warned..if you do manage to get through, i have a feeling the snow may be used as an excuse...

kate found this review useful

Don't buy anything from these people

I ordered a few items 6 months ago and payment was charged immediately from my credit card. After that I have not heard anything from these people.
They are just a bunch of thieves.

Not all bad news...

I am surprised by this, but I have reason to give some positive feedback on this company. I ordered a corkscrew in October, and the money left my account the following day, but 6 weeks later I had received nothing. Emails and phonecalls achieved nothing, so after consulting the Trading Standards people (following advice from another contributor on this too-lately found website) I wrote to the company.
This did not prompt the demanded refund, but did expedite the arrival of the corkscrew - after I had replaced it elsewhere. I returned it and demanded my money back, with a further refund of the postage costs. I got it! I was amazed to received a cheque with an apology with little delay, so please hang on in there - someone at this company is trying to put right the mayhem.

1 star Huh! but really zero zero no stars for this company

They should be Awful company - ordered crockery items way back in May and they took my money but no goods arrived, even after recorded delivery letters with complaints and then legal threats. I have contacted Consumer Direct, although helpful, could not do anything but were gathering information about this company. I cannot believe they are still trading.

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