I did not receive my order and the company failed to respond to numerous emails. The phone service is dreadful-open 3 hours a day and constantly engaged or left unanswered, when I finally got through (after phoning repeatedly one morning) the man was pleasant and apologised and agreed to refund my money, but this customer service is not good enough, I will not use this company again and would recommend others to avoid it as it is distressing to have to spend so much time trying to get your money back for a christmas present that never arrived.
order on 28/11/2010 and still not received anything! cannot contact them via there website or by phone which is constantly engaged. Wrote on 29/12/2010 and have received no reply whatsoever. H.Watkins....Am am NOT a competitor and I'm pretty sure that none of the other bad postings are competitors, merely very annoyed, ripped off people!
I found this company to be completely realiable and true to their word. My order was dispatched at the earliest opportunity, now that the Christmas rush and bad weather are over. I find it hard to believe some of the adverse comments regarding "scams". How genuine are these I wonder? Posted by competitors perhaps?
Why all the detrimental remarks. I ordered a pasta machine 1 week ago, phoned Mon after reading these reviews, and on Wed I received my machine. It is very good, a Judge make and guaranteed for 25 years. The gentleman on the phone was very pleasant and I thank him for the excellent service. I will receommend you to everyone.
I ordered a number of items on 6th Dec well in time for Christmas. Most turned up the day before Christmas eve, but I'm STILL waiting for an item!! Almost 2 months since I ordered. They don't answer emails and never answer the phone. I am totally disgusted. I wish I'd read these reviews before I ordered with them. I strongly advise people to order from elsewhere. The company may be ok if you walk into their shop and buy in person, but their online service is dreadful.
Like everyone else listed here I ordered before Christmas and now over a month later have received absolutely nothing and no answers to any emails. This is a scam and I cannot believe they are still in business. I was lucky because it was a small amount but the money was deducted immediately and unfortunately by debit card so there is no recourse now after a month
I ordered about 10 days before Christmas. Close to Christmas I tried to call up which was tricky. Eventually I got hold of Mike Wheale and he did all the right noises and I was set in my expectations that the product would not arrive in time for Christmas. OK. I can live with that. Since then I have heard nothing else. I try calling, always engaged. I have emailed, no response. This is no vendetta. The money, needless to say, was taken a day after the order was placed. As much as I would like to, I cannot say anything positive about DeCuisine.
I dont know how these people sleep at night. My credit card details were scammed after ordering from this site. I'm working with the bank on recovering the transactions and have also contacted the police and trading standards. DO NOT use this company!
My elderly neighbour ordered from this company on 5th December 2010 and money was taken from her bank on the 6th. The items were supposed to be a Christmas present and we feel awful as we gave her the company's details as they were the main supplier that came upon the internet when we searched on what she specifically wanted. Unbelievably the company still comes up as the first one for this item!!!
Anyway the items never arrived, the phone line given is constantly engaged and e mails on their "contact" form remain unanswered. HOW we wish we had seen this site first before passing on the details to the old lady!!!
Trading standards have been contacted and I await a call and our neighbour is now going to her bank re the transaction to see if she can get her money back. A real rip off company , quick to take your money and never deliver. NEVER use them.
About six months ago (!), I came across a nice kitchen apron. I couldn't find it anywhere in the Netherlands (where I llive) or at any webshop on the continent, so I ordered it from De Cuisine (July 2010). (Then, I didn't know anything about their policy...)They showed the desired apron on their website as "available/in stock". It payed via credit card. (O yes, a very fast transaction it was...) After three weeks: no apron. Several e-mails and phonecalls didn't work out. They don't pick up the phone and never send a reply to your messages. Months later: still no parcel from De Cuisine. Only a relatively small amount of money was transfered, but I consider their behaviour as an act of crime. They're stealing from you! Don't ever buy anything from them!
I agree with every bad review on here. Shockingly bad company.
I ordered goods at the end of November for my wife's Christmas present. Never arrived even though their online tracking says it was sent mid December.
Constantly tried to get hold of them on the phone (always engaged). Never replied to emails sent via their online email form.
I sent one last message last week saying if the matter wasn't resolved then I'd be contacting my bank and trading standards. Which I did this very morning.
Since then I have found on here a phone number that actually works for the company - strangely not the number on their website. Just in case it has got shuffled down the list here a bit too far, the number is 01202 621169. Spoke to a chap who gave me every useless excuse under the sun....
"It's a problem with our distributors"
"It's been dispatched"
"We've been defrauded by other companies"
"Times are tough which is why we have several CCJs against us"
Best of all..."We don't have a messaging service on our phone because we often can't understand accents"
They are obviously a company functioning on a shoe string - if not in a massive amount of debt - who have decided that using the consumer's money is the best way to tackle their own problems.
Should be shut down immediately. I run my own business (and know many others who also do) and would never dream of screwing people over like this lot do.
Since submitting this review yesterday the company owner Mike Wheale has emailed me. His email address is email@example.com for anybody not being able to get hold of decuisine through their website's email form.
It seems that although he is ridiculously busy trying to send out the backlog of orders of disgruntled consumers he also has time to track down the website of my business.
Personally I find this a very disturbing way to go about business.
If I could I'd give them NO STARS!
I ordered in good time for Christmas delivery - never arrived, they do not answer the phone (even if it rings) and do not reply to emails made via their website.
I saw a credit check for them and the report makes for much concern!
Following advice from other reviewers I have successfully cancelled the transaction with my credit card company.
The attached credit report is in the public domain elsewhere.
This is a "take your money and run company." Actually the technique is to take your money and not supply the goods unless forced to do so by pending unwanted action, the most powerful of which is threat of prosecution for fraud.
Contact your bank or credit card company first, then write to the company threatening reports to police and trading standards unless goods are sent or money is refunded. If you don't get a response in 7 days, carry out your threats.
These companies work on the logic that if a customer is ignored long enough they will go away and not pursue a small amount. Please help to prove that this theory is unsound by reporting the matter to the police if necessary so that a case for fraud can be built.
Marie Robson found this review useful
I ordered something on 28/11/10 and the money was debited from my account on 1/12/10 however i have still not recieved the item. I have tried sending numerous emails on their webform but not even sure if they are being sent, i dont even have my order number as this was never sent to me so i cant even track my order. Tried ringing the phone number but absolutely no point in even trying as it just comes up as busy. I then sent them a complaint letter asking for them to inform of where my item was or give me a refund, i have still never had a response. As today is now 2/1/11 i will be contacting trading standards and my bank to recieve a refund. i am now going to have to go elsewhere for my product which was infact a christmas present which obviously couldnt be given. Wouldnt even give them one star but you have to in order to leave a review.
i ordered goods on 14 december 2010 and as yet they haven't arrived. I tried ringing the company countless times - either an outgoing message or the line is busy (phone off the hook), and have sent four messages through their contact us page on the website, but to no avail.
unfortunately i remembered a few days ago that i had used this company before and had to wait about 4 months for the items to be delivered, after many emails and telephone calls. then two arrived. i promptly rang and explained and asked him to send me a freepost label to return the extra one to them. the man said he couldn't do that but if i would pay for the return he would make sure the amount was refunded. normally i would have agreed to that but because they had messed me about so much i said no, i would wait for them to send a freepost label. they haven't and the item is still in it's box on my pantry floor!
i'm amazed at the amount of people who have been complaining about the company for a few years now. WHY ARE THEY STILL TRADING. i certainly won't forget the company name again.
fortunately, i paid for these items with a credit card so will be able to get a refund.
This compamy should have been closed down a long time ago, no goods, no contact, as other victims have stated the only process they seem to run seamlessly is the extraction of money from poor unsuspecting victims!!!! If i walked upto someone in the street with a balaclava on and pinched some of their hard earned cash from them would this be deemed acceptable in the eyes of the law??!!! No, not at all, therefore WHY IS THIS COMPANY STILL TRADING??!!!!! Iv reported them to Trading Standards and will endeavour to get them closed down and facing fraud charges....so folks...the upshot is get your cookware from somewhere else!!!
On 23rd October I placed an order and the following day I was advised “that the importer had run out of stock until mid October” and that my order was held “in limbo” until I contacted them to let them know that I was prepared to wait for the item. They also stated that no money would be taken from my account.
At this point, money was immediately removed from my account but without any advice from the company of estimated delivery date. Throughout November, I emailed and telephoned them on numerous occasions but was unable to get any response. On 10th December I wrote to De Cusine asking them to cancel the order and refund payment. I stipulated in the letter that if I did not receive my refund by the end of the month I would be taking further action.
On the 22nd December I received an email advising me that the goods had been dispatched that day……..the following day the items were delivered!!!!!!
In my experience it would appear that De Cusine’s customer care is NON EXISTENT and I would not recommend purchasing items from this company. They are very prompt in taking your money but extremely slow in coming up with the goods!
placed my order on 6th Dec- have heard nothing since - apart from a phone call within minutes querying the expiry date of the card I used, so they could process payment! Have contacted Dorset Trading Standards - and had a very prompt reply advising me they are aware of the problems and are in touch with the company. Not sure whether "They have been unable to deliver any goods since last Friday because of the the snow. Yesterday was the first day they were able to send out any goods and they have not been receiving any stock during this time." means very much though...... Not holding my breath that my order will be filled.
Ordered on 7/12/10, took money straight away, received email comfirming order, order has a status of well nothing after15 days!
They have no email address only a 'contact us' webform where there is no proof of sending, (use alt+ prn sc to copy & paste in to ms word, for your own proof) this webform is exactly the same for their returns Webform, I don't think its worth ringing as the chances of getting through is minimal according to all the other bad reviews for this crooked company. From their terms & conditions pages you have to cancel contract via the Returns webform, but i have serious doubts it will instigate a refund.
I'm going to talk to my debit card provider and ask for a chargeback form, i will not these crooks get away with it, if anything they should be shut down!
Tried to search for them on companies house and cannot find them using their trading names, a trading partnership of M L F Wheale and S Wheale or their De Cuisine's VAT Registration number is 844 2318 37.
From reading they are Father & Son, I've seen this link for trading standards to complain Tim Evans, Senior Trading Standards Officer
Dorset Trading Standards, phone 01305 224012, www.dorsetforyou.com/tradingstandards
The more complaints the better..
Update 15/2/11, I said i'd get my money back and now i have, I asked my debit card provider to issue a chargeback against debuyer, this took approx two weeks.
Debuyer are a bunch of thieving cnuts, use you card providers, save youself the hassel I never bothered with phoning debuyer as its a waste of time and more of my money.
They should have been shut down a long time ago but this also shows the weakness of Trading Standards and thier ilk that the can still trade with little fear.
I agree with all the bad reviews, this company should be struck off. Total Thieves!!! Why is a site like this allowed to continue? I too will contact Trading Standards. Please anyone else out there DO NOT BUY FROM THIS SCAM WEBSITE!!!!!
Same experience as most other people- ordered some bakeware back in October. Credit card immediately debited and 2 months later no sign of any goods, no communication whatsoever despite using their on line email service. Utter crooks, should be shut down. I wonder just how much money they have defrauded internet shoppers of overall. They've probably made a packet this Christmas from people like me who didn't look at this site first. After Christmas will be reporting them to trading standards, possibly contact their local paper etc. They should be named, shamed, put out of business and facing fraud charges. I think that just about summarises my view of this company.
I ordered a product, they had exactly the one I was after, no other site did, money was taken and then a confirmation email arrived...no problems there, then I waited, and waited. The order was placed in early November. So, did what anyone else would, call, thats a joke, no answer or answerphone, cant leave messages as they are not picked up...but its the main company phone number and youv'e only got until 13.15 each day to get your call in. No response from the phone then, so over to email, again, about as much use as opening a mountain rescue gear shop in the Netherlands!! I dont think any email got through as on pressing submit, I got a warning notice of some description. Then I found this site...and yes. like most of us, should have checked first, once bitten and all that. So I reverted to my bank, their advice was to leave it a month and then put in a claim with them for a refund, which i would have done, but the very next day I got a confirmation of dispatch from decuisine saying the item was on its way, and lo and behold it turned up two days later, too late though as I'd been and purchsed a similar item. I wont be risking returning it to decuisine, its going on ebay. A sad way to do business, no comms whatsoever, made me have to spend more to get a similar but no exact item.
A COMPANIES BEST SALESPERSON IS A SATISFIED CUSTOMER
I too am still waiting for my product ordered 11/11/10 and bebited from my credit card 15/11/10. As today is 18/12/10 and my goods have still not arrived and my emails remain unanswered apart from a "tracking advise of goods despatched", I will be contacting my credit card company to seek a refund from this company.
The Milton and Brooks mortar and pestle I ordered is not available in Australia and Amazon would not despatch to Australia. I though I was lucky finding this company to purchase this product from...sadly I was mistaken.
Under no circumstance should you use this company, they are a scam.
I wish I had Googled before I purchased I have only now investigated and found copious amounts of negative comments.
I suggest the positive comments have been written by the decuisine themselves. They deserve a negative star rating.
I have had the same experience as most others on here. I have reported them to Dorset Trading Standards via their web site, and suggest that you all do the same. Thet will bring pressure to bear, so that they either clean up their act or are shutdown
Ella found this review useful
They really have no business operating. They do not appear to have any systems in place to effectively manage orders and keep customers updated as to the status. Their status page is a joke.
They have no proper mechanism of recourse, the only efficient part of their operation is to take money off people. Yet to receive goods, yet to get any response. Not holding out much hope. Will have to spend extra money buying the same product somewhere else!
I ordered some kitchen goods at the end of October from this company. They took my money almost immediately, and a month and a half later, AND 2 ignored complaint messages later, I am still waiting for either a refund or the goods themselves. They do not answer the phone; I've tried so many times that I'm beginning to think they just keep it off the hook; I imagine they receive a LOT of complaints!!! My next step is legal action - my husband is a lawyer so we'll be able to take quick and serious action.
Absolutely terrible service! Avoid like the plague!
My order was never sent out. Tried email, this does not seem function. The telephone is always engaged. I had to go to the trouble of filling out a dispute form for my credit card company. I would advise not to deal with this company. They are very good at taking the money from your account without much delay. I have now had the money returned.
Tried to ring - continuously engaged, tried to use their web form - doesn't work.
It seems the only thing on the website that works is the checkout to take the money.
It also seems strange that the website is registered to Mike and Steve Wheale at Unit 10, Birch Copse, Technology Road, Poole, BH17 7FH.
and not at the address on the website which are all private houses.
I ordered goods in Ocotber and the funds were taken from my cc. Nothing has arrived. The website link for delivery does not work, neither does the contact you page, and the telephone number is now discontinued. Have reported to CC, and am about to report to Trading Standards - AVOID AT ALL COSTS
Order taken 17/10/10, still have not received goods 4 weeks later. Money was taken off my card instantly. Impossible to speak to anyone as they only have one phone line, ridiculous. Webform is hopeless, suggest you do not use, how a "company" like this can stay in business is beyond me, looks like hundreds of other people would agree. Do not buy from this outfit!
I ordered on 3rd october and I can't tell you how much I regret it.
My credit card was charged immediately of course. And still no news more than a month later.
I recommend to all those who have been scammed to complain to the European Consumer Center. For UK : http://www.ukecc.net and for the others countries : http://www.cecbelgique.be/liste-des-cec-s10982.htm.
Please do this for us all.
I was quite worried as could not track my order and wrote to decuisiine. I have to say that I have had to change my mind as my pan is on its way. I think the main problem was the lack of communication as if you know something is going to take a few weeks to arrive you do not mind. I now know why and understand. Thank you so much I think you must give this company a chance.
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