Decuisine 

I ordered an item on 29th August and, in common with many of the other reviewers on this site, my money was promptly taken from my card. When my item hadn't arrived, I used the web-form (with no success) and phoned repeatedly until I got through. When I eventually managed to get through on 4 occasions, I spoke to Mike who is very nice and seemed very genuine. On the first 2 occasions, he told me the supply was an issue, on the 3rd he offered me a different version of the item altogether - which I initially accepted.
Finally, on 20th October, I contacted them again to cancel the order and ask for a refund. He seemed fine about it and promised to process the refund. 2 weeks later, I am still waiting.
I have just managed to get through to them and have been assured it will be dealt with today - I am keeping my fingers crossed - its only a small sum of money but its the principle.
In conclusion, I don't think they're out to defraud people, I just find it disappointing that a small company (which I would rather deal with than a large face-less organisation) has bitten off more than it can chew. They need to understand that they will never expand their customer base unless they have a good reputation and excellent customer service - and that means action and integrity rather than just being nice and polite.

Please note ... added later ...
I have received an e-mail assuring me that my refund has now been processed and giving me a credit card transaction number as proof - hurrah! I think this serves to confirm that they are not trying to be unhelpful or rip anyone off - they're just a small outfit that need to improve a lot on communication, prompt customer service and organisation!

ordered goods took my money have not recieved goods or a refund do not reply to e-mails or answer the telephone.
will never ever use them again

Like others I wish I had seen these comments before purchasing ordered a mug on 10th October and despite 3 attempts of using their online enquiry I have failed to receive a response. I guess I will need to resort to using the phone in the hope I might get them one day if I am lucky!

Simply horrendous. Purchased an item for christmas in mid October. They promptly took the money from my credit card, but have yet to send the item and it is now November. Luckily for me I am organised and I can buy the same item somewhere else and it wasnt a lot of money i spent.

This started in July 2010. Money was taken immediately but after a couple of weeks my mugs had not arrived. I called, emailed and used the web based query. Nothing.
I called every day until eventually a man answered. Very apologetic and helpful. Said the owners were on holiday and he was standing in. My mugs duly arrived - but one was damaged. Again I have called etc etc but nothing. No acknowledgement not a thing. Those of you with positive views must be family or colleagues!

Oh, how I wish I had seen these reviews before I ordered from them!

There seems to be a common pattern emerging here....De Cuisine take your money pretty sharpish and then you receive nothing and never see your money again! Luckily my order was only for £11....Phew!

I cancelled my credit card as soon as I saw the article on here about the De Cuisine's Thawte Security icon being fake, you are supposed to be able to click on this logo and it will display the website's security certificate so that you know your card details are safe. If you click on the Thwate logo on the De Cuisine website nothing happens...YOUR CARD DETAILS ARE NOT SAFE!

This is a completely shambolic company and what really makes me mad is that this company appears at the top of the list on internet searches as it provides many "sponsored" links on Google (this is how I had the mis-fortune of coming across them) How they can get away with being a sponsored company is beyond me!

I have ordered and received quite a few items from Decuisine and have never had any problems. The products were always of good quality and delivered very fast.
I am now placing another order with them and have every faith they will be of the same quality as always.

We ordered from decuisine over a month ago. When the goods were not delivered I googled & saw all the bad feedback. I phoned & was given a long plausible tale indicating delivery would be in a week. No delivery so we asked for a refund. No refund so I have my credit card co chasing for the money back. Don't believe their tales. They are rogue traders! Buyer Beware.
NB: I'm a real person, not as they will tell you some competitor trying to ruin their reputation.

I purchased a frothing jug on this website in early September. When it did not arrive I contacted them on two different occasions via their web form on the website (this states a response will be received within 24-48 hours). After a week and no responses I decided to phone - the phone line is only open from 9.15 am to 1.15 pm and is constantly engaged.

Mike was very pleasant to deal with however in my opinion you cannot take someones money and then not answer their queries as to why the product has not been received.

I cancelled the order and was told this had been completed. Unfortunately after another week I still had not received my refund. I called again after wasting much time dialling and redialling and was told that yes it has been cancelled and he would contact me later that day to confirm - I specified that a voicemail message be left for me or an email in the case that Mike could not speak to me on the phone.

Again this never happened. I had to phone yet again after giving Mike the benefit of the doubt that this had actually been processed. This time he told me his wife had not completed the refund.

The time it took to resolve this and receive my refund is nothing short of diabolical. I would not recommend shopping here.

I have never received the goods I paid for 2 month after ordering; you can never get through on the phone, they don't answer the queries if you post them on their internet form, and they have blocked their email address. Effectively they have stolen my money.What I ordered was for a friend's birthday, I have had to order from another company which fortunately delivered within 5 working days. In all other respects I'm sure they are a great company.

Having ordered a Creme Brulee set (order 80497) back on the 18/08/10 and having chased the order many times, I would agree with some peoples view that this is a scam - whilst very quick to debit the money from my payment card, not a single response to the 'website feedback' form (the only route for feeding back) to date or a refund offered - just nothing !! beware: I would urge you not to waste your money with this company.

whoopee they issued another cheque and it was honoured today.
This is a bit of their email sent today ....looks like I am still the villain.
the email was referenced as We all make mistakes.

I'm pleased to see that the 2nd cheque which I sent you has cleared our account and that your refund is safely in yours. I explained the reason why the 1st cheque did not clear, which was quite unexpected - we made a mistake in not anticipating that a standing order would be taken early.

As you know yourself, we all make mistakes.

When I read it to my daughter she laughed she said whoops..... seems like I (meaning her) has used that excuse on a few occasions.

I ordered 3 items on 17 August. 2 items were received quite quickly but the 3rd item has never arrived.
I have tried in vain to contact De Cuisine to chase up the missing item. You can't leave a message on the phone line and they don't respond to emails or messages sent via their contact form from their own website.
As a last resort I have just typed a letter asking them to refund for the missing item and am sending this via their postal address to see if that gets me anywhere.
As others have said before me, it seems a shame that their service is so shambolic, as the website leds you to expect so much more.

I ordered 6 dariole moulds the Monday before last & still nothing !! Not even an email to tell me they are on their way but my account has been debited for the money already. I wish I had read the reviews beforehand !!!!

quick,efficiernt, good quality. will use them again and recommend

I was seeking a certain item for a present for someone and could not find it anywhere then went online and found it with this company. E_mailed in the order and paid for it and was plesantly surprised to see that it was despatched the same day, arriving 2 days later well packed and in perfect order. The speed and effeciency was beyond my wildest dreams and made a friend of mine very happy, as she had fallen in love with my item so decided it was perfect gift for her. Well done would definately order from you again rather than more well known stores.

Sadly, my experience seems to mirror that of most people. I placed an order on 1 August 2010 and have so far received 2 out of the 3 items ordered. I am still waiting for a large frying pan - the most expensive part of the order. Nobody replies to emails and the phone is either engaged or has an answerphone which doesn't accept messages. Is deCuisine wildly inefficient or dishonest? I shall persevere with my outstanding order and then have nothing further to do with them. In future I'll be sticking with Lakeland or John Lewis who are charming and reliable and will not be taking a risk with any more unknown online companies.

I received half my order in a couple of days with a note saying the rest would follow. Three months on I am still waiting and have e-mailed and telephoned numerous times and had no answer. If they are doing this to enough people they are literally making a living from stealing. It's disgusting.

one year on and still never received the goods, or a refund. I HAVE E-MAILED THE COMPANY, BUT THEY NEVER REPLY. nor do they return telephone calls. In my mind this is plain theft, and they should be prosecuted.

I was looking for an item that is not widely available. De Cuisine offered a good price and the item arrived, very well packaged, within a few days.