Decuisine 

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!!!

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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!!!
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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

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.

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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.

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.

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.

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.

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.

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

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.

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 , 11/09/2010, Mandy of Hampshire , No these reports are not frauds, I placed an order from Australia, money was taken from my credit card account same day but 3 weeks on , numerous emails that got me nowhere so rang Mike , he wasn't very nice , so demanded refund , and I got the refund next day but will NEVER order from again

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!!!

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!!!!

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.

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!

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.

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

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

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.

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

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

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.