This item was sent first class post the day after I bought it (in the evening).
Wel packaged and email communications at all times so you know exactly where your purchase is.
They sell great items and a weekly deal comes by email.
I was delighted with the loose bottomed flan tin I ordered just before Christmas. In a panic because I couldn't find mine and I needed it fast I ordered from Decuisine and it was here next day. No problems there. I would order again and recommend to friends
The one star is there for illustration purposes only, as is the stock on de cuisine.
I wanted to give much less on the start rating.
Instead of calling number on site try this one gained from Experian credit report.
I spoke with Mike Wheale straight away on the number above, after not getting any responses on the site listed one.
Ordered on Friday - 8 AM, no contact (other than google checkout and decuisine order confirmation), responses or order advice...got a dispatch notice yesterday, after prompted them with eform, stock not available... so they sent what they felt like or claimed to, haven't received anything??
They could have contacted me directly via, text, email or telephone and I would have had the opportunity to cancel , and order elsewhere and in time. Instead their choices got me looking past the very cute and sweet customer comments on their site...I found trustpilot & Qype all saying pretty much the same thing over years and business credit reports.
Mike Wheale agreed to a partial refund 70% (he wasn't going to) of my order. But would return balance when he received goods back. You know the ones I haven't received or seen.
Mike Wheale claims he spoke with trust pilot (after being sick of bad reviews) and over the last 24hrs he claims their score has improved? from 2 to 3
It doesn't resolve the experiences for the 100's, before them.
My credit card company is aware, and will chargeback if required.
I have filed my complaint with Consumer Direct no.SE4668574, following up with Trading Standards in Poole and a letter of concern for consumers.
I ordered a set of pastry cutters and received them two days later.
I liked this company's website and the large choice of goods available.
I can not understand all the negative comments. My dealings with
Decuisine were very positive. Would buy from them again.
I purchased 8 avocado dishes to be delivered to Germany before Xmas. The delivery took a little while (typical pre Xmas rush probably), but the service was without fault, friendly and efficient. My order arrived on 23rd. I received order confirmations, sending reports etc and so I can only recommend decuisine. I wish they could influence the UK's high postage costs but this is not their fault.
I have used this Company several times for kitchen equipment and each time the order has been processed promptly; the goods despatched in good time, and arrived safely with no queries. I have signed up for their email offers which often give me something that I can't find in the usual kitchen places, at an affordable price. I would recommend them as a supplier of kitchen equipment.
My experience is similar to many others here, place order, money taken, thats the last I heard from them! The very few positive reviews on this site indicate a company trying but failing to offer customer service, if you are lucky enough to order something De Cuisine have in stock then I am sure they will send it. However in most cases your money will be taken and that is the last you will see of it. Please, if you happen to hit the jackpot and are among the chosen few who do get what you ordered, do not recommend this company to friends, yours was an isolated transaction your friends WILL lose money, if in any doubt or subscribe to the conspiracy theorists, contact Devon trading standards or your credit card company they will know De Cuisine, you have been warned!
I have ordered goods with them before and I had received my goods within a week and i am outside the UK.
Last week I ordered something again and this time, apart from an automated confirmation message, i have not received anything. No tracking number, no message telling me my goods are shipped, no response to my e-mail. Hopefully this is a big misunderstanding, but from what i read from other customers i am afraid that I lost my money.
If only i could give a ZERO. for all of you out there who have placed an order and not received it or no refund. Please do not despair... I have just received my money back after 30 months of correspondence contacting trading standards and decuisine - it seems that the Decuisine email on their website is working (makes a change) or alternatively Trading Standards had yet again contacted them on my behalf after having promised to send a refund for 18 months!
Claire Will found this review useful
I ordered a teapot on 18 August - payment was taken by PayPal the same day. All pretty straight forward you would think. It's now 6 October and I'm still awaiting delivery. No update has been forthcoming unless chased - I chased on 3rd Sept and received an email saying the 'order is still live on their system' and has been given 'priority of despatch' (whatever that means). I've contacted them today to cancel my order and lets see how quickly they respond to that.
I ordered two garlic crushers from www.decuisine.co.uk, they took my pay pal payment and never shipped the item. They do not respond to my queries.
I urge all potential customers to avoid this company. The delivery was weeks late - and the item was consequentially of no use to me. Their communications were virtually non-existent. Then an extra item was delivered that I did not order, which I was asked to return - with a promise of returning the cost of the postage. I did this but received no refund. I complained - but again, no response!
Still waiting for an item I ordered last September. How is this company still trading?? I sent a registered delivered letter threatening legal action. Is had absolutely no response. They were quick enough to take my money but still I am waiting for an item to be delivered. One tarte tatin dish. I spoke to a very nice man when I could eventually get through but still no refund?? I will be contacting Trading Standards now having read the rest of this review.
I rarely feel a need to write a review on a website, as I have never once had a problem. But Decuisine has not sent me the items I bought and because I paid on debit card I can not use my bank to get the money back. They never answer their phones or email and the website form never gets a response either. I have been robbed.
I wanted ice cream bowls for my upcoming wedding and Decuisine had exactly what I was looking for. I was very worried about ordering from them given the terrible comments on Trust Pilot. I called the company and spoke to Mike who assured me that he could deliver 60 ice cream bowls before my wedding. He needed to call his supplier to confirm this and said he would call me back at 3pm that afternoon. He actually rang me at 2pm and gave me an estimated delivery date. A week later he called again to let me know that the delivery date needed to be put back because the supplier had made an error in shipping the goods. I received 60 ice cream bowls two weeks later. One of the bowls had a crack and Mike shipped a replacement immediately. I cannot recommend this company enough - they are honest, friendly and went out of their way to help.
I ordered from them last week for the first time, not having read any reviews. I became suspicious because they hadn't sent me an e-mail to advise despatch, which should have been the same day I ordered or the day after, yet the money had been taken from my account. I tried to telephone them but it was constantly engaged. I then came across this site, was appalled by the reviews and decided to cancel my order and buy elsewhere.
I noted that the number on TrustPilot is different to the one given on DeCuisine's own site, I rang it and got through straight away to a man who explained that they were out of stock of my item and would make enquiries as to when they would receive more. He was pleasant enough, but I was determined obtain a refund, which I did the next day.
From what I can gather, I think they are a genuine company but they really need to sort themselves out. They are obviously in severe financial difficulties and should not be trading until they are solvent again, if at all. I imagine that they have little stock because they probably have to pay upfront for it and cannot afford to do so. They also need to answer their phone and start responding to people's messages.
I will not say that I have given them 1 star, purely because one has to give them at least one, the reason being that I did receive a prompt refund. However this was probably because I paid through PayPal, something that I always do when buying from a company I have never used before as PayPal will guarantee a refund, should things go wrong. Also I like to make my first purchase a small one, just in case!
Over a year, I spend a lot of money on kitchen equipement and whilst I tend to stick to my favourite suppliers, I do like to give other suppliers a try and DeCuisine is the only one with which I have had problems. Tried and trusted suppliers are:
and of course, Lakeland
My brush with DeCuisine happened last October (2010). Money taken from my card immediately, and then nothing. I got my money back through my credit card company via a formal charge-back:-
1. After 3 weeks, I sent DeCuisine a letter (registered post) saying that I now wanted a refund, and I gave them 2 weeks to send me the refund. I got the form of words off the Trading Standards Web-site. DeCuisine did not communicate and I did not receive a refund.
2. I filled out a form for a formal chargeback with my credit card company. (You need proof of purchase, and a copy of the registed letter. I also had a copy of text I sent them using the web form, and described my attempts to ring them up).
We got our money back!
I have talked at length to trading standards, and I am mystified why this company (who has been behaving like this for a few years) is allowed to continue trading.
Get them where it hurts - in the wallet!
I'm afraid I'm another person ripped off by this company. I ordered the goods on 1 May and the money was taken from my card on 2nd May (this seems to be a pattern). One month on and nothing. I have managed to contact them by email through their website but the response gave no real information and said it would be sent out as soon they got it. The wbsite now says the item is discontinued - so I'm not holding out much hope!
I have no axe to bear - as so many others I just want to receive my goods especially when they have taken my money. I will be forwarding these details to any appropriate authority in the hope they can stop them trading.
Mr Wheale - if you would like to get in touch please do - I would love to hear where my goods are or why you have taken my money when you didnt have the goods.
I ordered a cake pan from this company for £29. They debited my credit card immediately. The item never arrived. When contacting the company the phone was constantly engaged or went to voicemail. Sent multiple emails to them and got no reply. When I finally got through on the phone after weeks trying I was told the item was not in stock but was promised a refund which never happenned. I spent forever trying to get through again to chase my refund and when I finally did I was told 'My wife does the refunds and she must have mislaid it'. I was so hard to get hold of this company I literally gave up trying.
I cannot understand how this company can be allowed to trade. There must be countless other people who have just given up.
PLEASE AVOID THIS COMPANY AT ALL COSTS. GIVE YOUR MONEY TO CHARITY INSTEAD.
I ordered goods in November but one item never arrived. No message or explanation given. Finally spke to man on phone. Basically 3 people running tin pot company -no storage and companies will only supply them when they have paid up front for the goods.also claimed bad press written by competitors, er no they are just rubbish. I have written again and again. They have not refunded me or replied. I am going to report them to the Dept Fair Trading.customer service nil .true rating -no stars. .
Ordered goods in January but never received. Payment taken immediately but no confirmation e-mail sent. Paid with debit card so don't think can get money back. Like everyone else have had no response to my e-mails and cannot get through on phone
Ordered mini loaf tins and almost a month later they arrived but were very different and inferior in quality to the internet description/picture I had ordered. I had to chase my order several times and never had the "within 48 hours" response - in fact never got a response! When I rang the phone was constantly engaged. Too much of a headache to deal with companies like this, mis selling themselves and their goods. Stick to tried and tested Amazon.
I ordered a tray from Decuisine over 2 weeks ago, There phone lines are only open 9-1 and I am pretty certain at 1 they are just taken off the hook as I have tried throghout the day to get them. They took my money instantly but have not contacted me to say why I dont have it.
I have emailed them to cancel the item and will be reporting them to Consumer Direct this morning.
I would strongly recommend that you do not use this company.
The items I ordered did take a few weeks to arrive. When I received no reply to my email querying the delay I checked the internet for notices about scams. I was concerned about the things written about the ccompany. I phoned the company and spoke to the owner who explained why the delivery of my items had taken so long. I have received one item and the other has been posted this afternoon. The gentleman I spoke to was very polite and helpful. I'd buy from the shop again.
Ordered 3 items in Oct 2010, recieved one in Dec (hence 2 stars instead of 1) and still no news on the rest. No email update of anything, called many times and once go through to the answer machine which does not allow a message to be left!
Always get error when chasing via their web form on the "Contact us" page and so never really know if they receive what I typed.
Asked for refund a few times via the web form and still no news, no surprise there then...
I bought a mug on the 15th of January thinking that, given the news was filled with stories of postal delays and Royal Mail's still failing to cope with the Christmas post weeks after the event, that my order would take weeks to arrive. And so it was with some incredulity that I received it only a few days later.
I have told my friends about Decuisine and encouraged them all to visit the site too. Can't fault them at all. I am at a loss as to how so many people seem to have left bad reviews. Part of some darker conspiracy perhaps?
The loaf tins that I ordered were competitiively priced, and arrived within 3 days. The parcel was well wrapped, and the tins were excellent quality...as is my bread now!!!
I would have no hesitation in recommending this company, and am really surprised at some of the reviews.......very strange
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