Good merchandise but customer service leaves something to be desired. I ordered four cake tins and an oil sprayer from de Cuisine and am very pleased with the quality of the goods but there was a delay and a lack of communication/poor service. The online order tracker gave absolutely no information and they never answer the phone which is rather annoying when one is trying to chase up an order. Only part of my order was shipped at first (after about a week) but the automated email referred to the whole original order, leaving me disappointed when I opened the package (I found a cute little note saying the rest of the order should shipped the next week). However, they were friendly and helpful once I sent a second online query saying I was getting anxious. (Wedding fast approaching, when will the cake tins come? Contact me now or I will have to shop elsewhere!). This guy seemed to know his stuff once I managed to make contact but de Cuisine need more staff or some other serious measures to improve customer service. He (Mike?) had the temerity to suggest I pay extra postage for rushing the tins to me after the delay and seemed keen to blame the supplier for the delay rather than say sorry for de Cuisine's short comings. Perhaps I was unlucky...but having scanned the other reviews on this site it seems advisable to shop elsewhere. read more

I have never experienced customer services like this. I ordered a springform 20cm cake tin for £ 11.20 on 12.06.09, and the money was taken from my account the same day. As I hadn't received it by the following week, I phoned the customer services number shown on their website: 01202-620097. However, there was just a recorded message and no way to leave a message. I then tried to contact them via their "contact" form, but there was just a message to say it wasn't working. So I wrote to them at their offices in Lytchett Matravers. I received no reply so kept trying to contact them as above, all to no avail. I then decided to track my order on their website. To my surprise, my order had been "voided from the system"! I e-mailed them at info@decuisine.co.uk on 04.01.10, but still received no reply. I have tried contacting them several times since then, and must admit it eventually got put to one side as I was busy with other things. I have just taken up the matter again and have written them a message on their "contacts" form. It says I should have an answer within 1-2 days so let's see! read more

DO NOT BUY FROM DECUISINE.CO.UK Decuisine.co.uk are a fraudulent cookware company taking money from your credit card the day after you order, then offering no goods in return. I bought under 200 pounds worth of cookware equipment from them and received only one item, under duress. Their email does not work as they cannot manage all the traffic of complaints, their phone system (yes that clearly stated hotline) does not work and they move the times of operation from morning to night and back again so that you can't reach them. It is always engaged. As decuisine.co.uk has to leave the line open for the odd supplier call (no doubt they have another number to call), you can get Mike, he calls himself if you really persist. He says that he is a former sales manager for a cookware company with a bad heart and is under pressure, but this is untrue. He has moved his business premises at least 3 times now. Have a look at the complaints here http://www.trustpilot.co.uk/review/www.decuisine.co.uk and please do not get caught in this con trick like we did. read more

I am so annoyed Imanaged to pursuade a company to f=do a 3 tiered wedding pie for my wedding but they needed me to provide the tins. I ordered them from De Cuisine and they took the money out straight away. The comapny needed the tins quickly to practice but after a number of weeks, ignored emails and not being able to get through on the phone I ended up requesting a refund and cancellation of the order. Still nothing so I requested confirmation of the cancellation and refund. After a few days they dispatched 2 out of 3 items in the mean time I had to pay £170 for the wedding pie for my wedding and am still out of pocket for the partially fulfilled useless order. I cannot return without driving to dorset and banging on te door as they do not respond to any kind of communication. I wish I'd looked on the review sites as everyone has had the same experience and I am now having to write to trading standards. read more

I originally ordered some items on 2nd September 2010. Only half the order arrived and wasn't quite right so they agreed I could return it and exchange for a different item. I was told the 2nd part of the order would arrive in the next week. Despite many phonecalls - I always get engaged signal. I've filled in their online form, but still get no response. It's now more than 3 months since I orginally put in the order and I still have no response from them. I have even sent them a 'trading standards' letter from Consumer Direct requesting a full refund, and they haven't responded to that. So I'm now going to have to contact consumer direct about next legal steps in order to get my full refund. I will never use this company again and would warn anyone against using them. From other comments I've seen on the internet, I'd say this is a frequent problem with this company. read more

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. read more

Clearly a completely fraudulent company. I ordered 2 items in early November 2010. The cheaper of the items arrived within a week, with a note to say that the other item would be delivered the following week. It never arrived, and I have never heard from the company, despite sending a barrage of online "contact us" forms. Their phone is clearly kept permanently off the hook. Can we take some group action on this? And is it difficult to claim money back from the bank if you've paid by credit card? When I look now at the website, the warning signs are there - not to provide a proper email address and to have such limited "phone" hours is clearly dubious. Wish I had checked the company out before ordering. read more

I have been extremely disappointed with my dealings with Decuisine.co.uk. Half the order arrived 2-3 months after ordering, and paying, one item was incorrect and although I have left on-line requests and e-mails, no response has ever been received. The second half of the order has finally arrived, but the incorrect item has still not been replaced and I am unable to make contact. I can now see that this standard practise for this company and am so pleased my missing item is only for 3.99. It really is disgraceful and I wish I had checked with this review website before ever placing an order. Well, lesson learnt. I will be checking out everyone I deal with in future. read more

I have read a lot of the reviews on this company and am somewhat puzzled. I have had a great deal of stuff from this company and don't have a single word of complaint about the service, the time from ordering to delivery and the quality. I have also ordered things for my daughter and she also has been very satisfied. I am very surprised that this small company has so many reviews anyway. More often than not a company only has one or two if any, therefore I am very suspicious as to the reason why so many 'people' have written so many negative reviews. I wonder if it is a negative marketing ploy???? read more

Goods ordered November 2009, no telephone calls or emails answered. Wrote to them after two weeks quoting 'Customer Protection (Distance Selling) Regulations 2000 as advised by Consumer Direct. deCuisine acknowledged, upon receipt of first letter, that they would cancel my order and refund any monies paid. February 2010 - nothing. Wrote to them again requesting payment within fourteen days or action would be taken - nothing. Contacted my credit card company and within two working days was credited with the correct amount although this was below the limit of £100.01. Trading Standards advised read more

This can not be a real company. DO NOT ORDER FROM THEM!! I ordered a milk frothing jug on 6 Jan 09 and money was taken immediately from my debit card but I never received my goods. I have phoned literally hundreds of times and get the same answer machine message and have contacted them via email and through their website and they haven't responded to a single email. They must be ripping hundreds of people off in this way. I have had to change my credit card as well in case they scammed that. Does anyone know of any ombudsman type body you can report companies like this too? read more

I ordered some baking tins from De Cuisine. I did not receive the goods and asked for a refund. After a while they sent me a cheque. It took several emails to get it. BUT it was unfortunately a rubber cheque. Today it bounced and is unpaid. I WOULD NOT RECOMMEND THIS COMPANY AS THEY LET ME DOWN ONCE BEFORE, BUT AT LEAST BEFORE THEY EITHER MADE A REFUND OR HADN'T CHARGED ( I can't remember which). I should have known better than try them again. I wouldn't have given them one star but it was needed to be able to publish this review. read more

Complete scam company do not use i ordered items in Oct as xmas gifts,i have not recieved anything and neither can i contact them as the e mail reply always the same "we will contact you within 2 days " phone is answer m/c but again no reply to messages, am still waiting 14 days later. Absolute bandits and should be shut down and made to pay compensation to all victims. Do i now re order from another company and risk having this outfit deliver late, which i will then have a double order. Rubbish outfit dont use. read more

I agree with you entirely Marymo I placed an order in September 2011, payment was taken immediately and I'm still waiting for the item. I got a similar email about priority 1st class dispatch and my emails and phone call have been ignored. As far as I am concerned Mr Wheale's business ethics leave a lot to be desiredthe word 'Fraudster' comes to mind. I have now raised a transaction dispute with Paypal and will now be contacting de cuisine's local Trading Standards department. read more

I ordered a fondue set 5th Decemeber 2010, Jan 4th today, still waiting for a response to 3 emails, cannot get through on the phone, answer message says you cannot leave a message, never any response to my emails. This company is a joke, asked for refund, no repsonse...not surprised. Will tell all I know never to touch this company. Wish I had seen these other messages/warnings!! I would have never ordered had I known. Lesson Learnt!!! DU CUISINE, YOU ARE A JOKE!!! read more

scammers*****avoid****avoid*****avoid**** scammers take your money, dont supply the goods, you don't get a delivery date when you can eventually get through on their one phone line, say they'll ring you back after talking to suppliers then nothing, usual excuses stock is stuck in the import container rubbish rubbish rubbish. only 1 star reluctantly given as this wouln'd post without giving a star!!! read more

I ordered a cake tin for my grandson's birthday. I received it very promptly, but unfortunately, it didn't contain the instructions that were supposed to be included. I emailed them, asking them to send them by email. Not only did they email me very promptly, they also left me a message on my phone, apologising. I shall certainly be using this company in the future. read more

Really helpful, friendly and efficient even though we were not placing a final order due to time constraints on our part. Even went to trouble of informing us where to hire similar equipment locally so we could meet deadlines. Great to experience such genuine old-fashioned courtesy and willingness to help. 10 out of 10 to Decuisine!! read more

After email, and numerous phone calls, we agreed that DeCuisine would refund my money via Paypal as they were clearly unable to provide the goods. I have now had to make a claim against them, as they failed to refund as promised. Delightful man, but not able to provide what is shown on the webpage. What a shame! read more