Decuisine 

I placed an order with deCuisine on Tuesday 27th July for two springform cake tins, two normal cake tins, five porcelain ramekins, and a large cooling rack. I duly had an email the next day to say my order had been despatched. Imagine my disappointment when only the two springform pans arrived on the Friday - no invoice, just a sticker on the outside of the box saying "Just to let you know we have not forgotten the item(s) below from your order, they will be sent next week, but we thought you would appreciate part of your order now. Debs - Warehouse". Suffice to say the rest of my order came in a further 3 separate deliveries, each with a despatch email, but I was left wondering each time whether the rest would arrive. I too wish that I had read the reviews before ordering from them. They do not reply to emails and you can't leave a message on their answering machine. The website looks very professional so it's a shame that the whole experience was such a shambles. At least I did receive my entire order - eventually - and the items are all very nice quality, but the whole experience was not a happy one and I shall not be ordering from them in future - too hit and miss. A pity, as they have items on their site I have not seen elsewhere. I have ordered a lot of kitchen and homeware items from Lakeland and they are execllent to deal with, although of course they are a very big organisation with branches up and down the country. I will stick with THEM in future.

I ordered a steamer from Decuisine 2 weeks ago and was concerned at the delay, particularly on reading some of the reviews from unhappy customers. However on phoning Decuisine and speaking to Mike who was most helpful and apologetic about the delay and explained there was a problem with supplies, I have now received a steamer albeit slightly larger than the one ordered, but I have to say I am very happy with the product and the excellent service from Decuisine. I will certainly use this company again should I need to order any kitchenware.

I bought a coffee maker, but when it stopped working shortly after DeCuisine went silent. I can't get hold of anyone and no one from the company responds to my e mails pleading for help.
Totally awful service and I will never buy anything from them again.
Just rotten!

I ordered something from them on 29th July and have still not received it on 15th September. Only way to get hold of them seems to be an automated form on their website. Have tried this twice and heard absolutely nothing from them. Needless to say, payment was taken immediately.

Placed order on 23rd June 2010, payment taken 24th June 2010 which is ok providing delivery is within 30 days as allowed by trading standards. Goods haven't been sent, I have now requested a refund (14th September 2010) which was dealt with very swiftly and they have promised to call me when the item is back in stock.

However we have been left in the dark on this product without any replies from email and only a recoreded message asking us to email on the supplied phone number. We have ordered from this company on three occassions and the first order was very good but the last two have been dissapointing, having spoken to Mike and Sue I don't believe that this company is trying to con customers but they do have several issues with communication. My last order should have gone through smoothly as there were no obvious problems with stock, payment, etc. Since it didn't go through I haven't been able to get in contact until using the number shown on this review site.

I am aware that some of the reviews here maybe false and Mike is sending me a story from the BBC about this, but again I find that the problems I have had are outlined in the previous reviews, good looking website, prompt collection of payment, delayed delivery, unanswered emails and unobtainable via the phone.

I will think twice about placing an order directly via the website (unless they can add an "available stock" box to their site) however they are more than happy to confirm stock holdings by phone prior to my order and I am close enough to collect from the warehouse in person.

I have supplied name and county below to show this is a real review from a disappointed customer.

James Withers, Somerset

I've had 5 orders from them and 2 came in 3 days and the others a few days later. I'm new to cooking and before I placed an order I rang up to find out about saucepans. It turned out the chap who answered the phone had worked for saucepan companies and what he didn't know........... the saucepans have been brilliant and I keep adding to the set.

I ordered a cake tin for my niece's 5th birthday, but the man, Mike, rang to say they wouldn't have it for 3 weeks, which was too late. He found a shop near me that had one, reserved it for me and even sent the recipe instructions his wife had written - but they didn't get anything for it, just a very impressed customer.

I'm buying cake tins, bit by bit from them and I've never seen anywhere else, some of the tins they have. The tins have all been fabulous, still Made in England.

I've looked down the old reviews on here and someone says they are either 1* or 5* and I think it's a bit suspicious that the bad ones are from people hiding behind nicknames and the good ones from people with proper names.

This is a little UK retailer trying to do their best in the middle of a recession and a lot of you sound like vigilantes left over from an old John Wayne film. Like your old local, now a trendy bar or the old corner shop where the grocer got you what you wanted, not what some overpaid wizkid tells you your going to eat, once they've gone, they've gone.

DeCuisine is great and needs a bit of support not shouting down by a bunch of yobos.

HI,

I ordered some melamine cups for my sons birthday party as gifts. I have had great customer service, calls and emails back to me more promptly, than other suppliers. I received the goods this morning, perfectly wrapped and complete.
I actually saw these reviews after I ordered the goods, but I spoke with Mike and he was totally reassuring and now I have the cups I feel confident that all is well.
Are these negative comments from real people, how do we know that they are, and that they are not bogus?
I have read a lot on trip advisor and similar that appears untrue, as I have experienced good where some have had bad and I look for a certain standard myself, so I am not easily won over at times. So how much is true on these sites, how do you know if I am telling the truth? I flippin well am. I find it very frustrating to think that these reviews can not be trusted now.
We all have to be cautious over the internet but how do we guard ourselves from dishonest people? I have had bad experiences from companies, this is not one of them, how much damage can be done by
comments that we will find hard to prove false or true?
Be careful what you believe, thats all I say, youve read the papers, half of that is rubbish.
Mandy

I ordered 2 items, a blowtorch and 8 ramekin dishes, this is March 2009. I received the blowtorch by parcelforce reasonably quickly. I still havent had the ramekins and have chased them up every which way. When I now look up the orginal order the ramekins have been removed but the total cost is still the same. Granted it is only £9.60 - but no-one likes to be ripped off. I would stay well clear of this company

Ordered cake tins 16th July .They took the money immediately but I never received the tins. Sent several emails . Nothing . This is a scam company. Don't touch them with a bargepole.

Excellent service and fast delivery, can not fault this company one little bit, and the product was everything it said it was.

I ordered some cake tins for a wedding cake. I waited a week, but had no email to update me on my order. Thanks to these review I got the telephone number, as they do not show any contact number on their web site. The man who answered was very helpful, but kept saying it was a suppliers issue. He did however souce the tins from a local supply to me and said he would refund me my money. I await with anticipation for the refund. Their telephone number is 01202621169.

I didn't check any reviews before placing order. 3 weeks and 2 e mails later, I am shocked at how poor the service is. No goods - no communication from them. I hope that this is just an inefficient company and not some scam outfit. Will keep you updated. I am often in Poole. I'll give them another week and then might swing by and see if they are for real. Also, Obviously some fake reviews on here. All 1's or 5's (almost) nothing in between. Fishy or what? People don't usually bother to review if they are satisfied - good service is just what we expect!!!

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Have now managed to speak to Mike - who is perfectly pleasant and helpful. He admitted they were out of stock but said he was expecting a delivery next week. I am pretty convinced now that this is not a scam company but their efficiency will be judged after seeing waht happens moving forward. I'll keep you posted - again!

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Frustrated again. The very polite and pleasant Mike said he would call and update me but - nothing. I didn't ought to be surprised.. Also want desperately to commont on the 5 star comment a few above this message. We are not a load of Yobbos shouting down a company. We are normal people who have had our money taken and then not received any goods or any communication. This is not acceptable in anyones books. You may well be one of the lucky few who had reasonable service but that does not mean everyone else is unreasonable to expect the goods they have paid for!

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

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?

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

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

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.

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.

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

Placed an order on June 28th 2010 for items to the value £173.25 still nothing. managed to make contact 3 months ago and his seemed very nice and promised that the order was held up due to shortage of goods and would send asap.
It is now Dec 13th and I now want a refund and cannot make contact via printed tel no:

P.S Have found their direct number, spoke to woman who offered to send me a cheque, I asked for c.card refund (difficult apparently) but proceeded to do so whilst I was on the phione. Will wait and see what happens..the direct number is 01202 621169