Sur La TableReviews 97

Dual Air Fryer worked great until we had a problem, customer service is terrible. Emailed customer services based in the UK and they wouldn't deal with me, insisted I instead rang a US telephone number but the telephone number did not work, refused to send out small part to resolve the problem, would not advise anyone to purchase any Sur La Table products.

I called with a lost order and spoke to Heidi she was fast and polite yet she took the time to explain and tracked my package.At the end of call she asked me to hold a minute and came back with offer to resend my order.Thanks sur la table and Heidi for a great experience!*****

Had an issue today and Christopher resolved it quickly and better than I hoped for. Great customer service. I will do more business with Sur la Table.

Their website says that if a lower price is found that they will match it. There are NO EXCLUSIONS mentioned nor is there a link to a "terms and conditions". At this URL https://www.surlatable.com/guarantee.html - It simply says, "The best price. We like to think you're getting the best value around. If you see a lower price somewhere else, just let us know—we'll match it." That is not true. Amazon - not a 3rd party seller but Amazon itself - had a lower price and they say they will not match Amazon. They kept talking about other pages on the site that have more info yet they do not have a link in the main statement. This is terribly dishonest and misleading and their customer service and even the escalated rep were really, really awful. They tried to say that Amazon does not buy directly from the vendor, Emile Henry, yet I ordered the item from Amazon (in addition to the one from SLT) and the inner box has a label from Emile Henry to Amazon! The worst retail online experience I think I have ever had.

Purchased a cooking class November of 2022 during the Black Friday sale, for a class being offered in January of 2023. I received a call from the Tampa store-
I was informed they cancelled the class as the store is going through inventory.

This was a gift for a friend for the holidays we both took time off work to attend the class and we're very much looking forward to this experience. I still planned to reschedule the class at a later time. I called store- Sur La table, I got a woman on the phone who
Directed me to call Customer Service.

I did as instructed- I spoke to a representative explaining the class being canceled was not in my control, and asked if they can still honor the sale price for the same class. After over 30 min of back and forth. They denied the request, suggesting I wait for another sale. I asked to speak to a supervisor (who refused to get on the call). I'm very disappointed in the customer service. Highly unlikely that I will book anything with this company.

Ordered a dutch oven pot Nov. 25 - email tells me it shipped Dec 11th - Christmas day and nothing shows up - no tracking # given - I contact customer service & they tell me they will send a tracking # - never received - next call to them, I'm told the item is back ordered till March 2023 and I say I am willing to wait - then I receive an email saying they are refunding the money which I did not ask for - upon calling again and asking to speak with a manager, (dog barking in the background), I am told that the item # no longer exists for that product - they will place another order in a different color except I will have to give them a credit card # again - RED FLAGS -
In short, they really don't want to honor the item or price of this transaction - one run around after the other - will never do business with Sur La Table again! - BEWARE

Ordered a carving board 12/2/22. Great sale price and "in stock", fast forward 24 hours, received notice it is not in stock but should be by 12/7/22, fast forward again and get notified it won't be in stock until late December even though it is still listed on the website as "in stock". Called to see if I could change the delivery address since it is a Christmas present. Told I could but would need to pay full price. Feel its not a scam but a bait and switch. If you want something as a gift, order several months ahead. Will wait to receive the sale price, but Sur La Table will not get any more of my business. Not a unique store.

Never again. Delays beyond acceptable, and no correspondence to emails. Many other brands superior, with no headaches or problems. Taking my business elsewhere.

I ordered a few things from Sur La Table, and one of them was broken when we were removing it from the packing. I contacted Sur La Table customer service via email and was blown away by how responsive and helpful they were. They not only said they'd send a replacement, but didn't require us to send the original item back to them (as so many online sellers do). The customer service representative who handled my complaint was friendly and very reasonable. I'd give him an A++ if this were a grading situation!

Run from this lying company. On their website, they list items as in stock. Once I ordered items, one was in fact back ordered and the ones "in stock" would take 10-14 BUSINESS days. That's about 3 weeks in calendar days - for an item "in stock". Due to these time frames I called and wrote to cancel the order. The website said the items were in process not yet shipped. They would not cancel the order. This company used to be great and I ordered a lot from them. Now, they really stink.

I bought a cooking class that is a month away, and the response I received was beyond unhelpful. I was told I had to go in person to a store to ATTEMPT to get reimbursed for a class I bought online that is a month away. WOW.

Sur La Table offers great product at a good price, but never have I had to reach out for any issues before, and now knowing how great their service is, I will definitely keep them in mind on future online purchases. I purchased several drinking glasses for Thanksgiving and a few of them (although packaged well) arrived cracked or broken. So I emailed them and Sebastian responded right away and took care of everything, and even had my glasses shipped and delivered before the holiday which was only a few days away! I can't thank you enough for making it such an easy process and helping me out so quickly.

This company has the worst customer service I've ever seen. I made an order and they decided to add there own address to send it to. When I emailed to request it be changed to the address I provided. They responded we can't do anything. Have your bank deal with it.

I absolutely love when big companies still offer amazing customer service and SLT is consistently the best. I will always shop Sur La Table first simply because of the great service I've gotten.

I ordered a casserole dish during an online sale as a wedding gift and was shipped the wrong color. I reached out to customer service via email and was connected to Rafael who provided very friendly, helpful and quick support to resolve it. Since my original color ordered had become unavailable during this process, Rafael helped to make sure I was shipped a new dish, in a preferred color, at no charge. I am very pleased with my experience with Sur La Table and excited to be able to use this dish for the gift as intended. Will definitely be ordering from here again— thanks to the help of Rafael!

Called Customer Service to adjust purchase ordered but had problem using gift card. Cesar deftly assisted in canceling my initial order and replaced it using the gift card number making the purchase easier, less frustrating, and more satisfying. THANK YOU, Cesar!

I recently purchased a set of pasta bowls from Sur la Table and both arrived broken. I got in touch with customer service and Alma was very helpful. She went above and beyond to make sure I got the replacement bowls and they arrived in time for the event I purchased them for.

There was a mix up with my order and Deamon was super helpful in sorting it out. He was professional and courteous at all times.

I had one of two packages go missing after delivery. I called with no order info as I had accidentally deleted it all and Itzel was able to find all of the info and fully resolve my situation in just a few minutes. Thank you for the great customer service!