Sur La TableReviews of surlatable.com

I bought the13qt air fryer because I was told it was a good product. I can't get this thing to heat well at all. The bottom doesn't heat well. Toast doesn't even toast on both sides. I've tried without the bottom tray & with it. This is not working well! Is it a fluke. Twice it burned my food on top but the insides were raw! I understand the bigger one is great, is this one not as powerful? This has been happening since I bought it. I really tried to give it a chance. Nope! Update :Dec. 3, 4;15pm-I just talked to their representative & was told to ignore the preset buttons & play with using it. Unlike an oven, this bake, toast, function does not cook from the bottom. I complained about TOAST & was told to lower the preset tempt, then flip it & toast again. According to the book &online info, this is not how it should work. Don't buy it, if not just as an air fryer. I'm lucky I saved my toaster oven in the garage. Costco is supposed to stand behind this product, but I was told I'm out of luck. Live& learn. Don't get this one. Cinnamon buns burned on top, raw inside. I did have to flip them to cook!

I recognize that my issues are entirely self created but I want to add a warning for others as my experience with this company was frustrating. While they have readily available contact information for customer service there is very little the customer service agents can do. Essentially they are only able to repeat the information you can already see in your online account. Problem #1: I placed an order and for some reason the order wasn't shipped to the default address in my online account (what is the point of a default address if they don't use it). Customer service couldn't stop the shipment, cancel the order, or redirect the package. Problem #2: I was attempting to recreate problem #1 for the customer service rep I emailed with but this time, after using PayPal their site did not provide the option to review the order (like most every other online shopping site provides) and the order went through. I called customer service immediately, was on the phone with a rep within minutes, and again they could do nothing for me.

I received a gift of a Sur La Table brand enameled cast iron cook pot. Within less than one year there were over 7 chips on the bottom and one on the handle. Previously, I had been using a Le Creuset pot for over 40 years with no such damage. Because I wanted a color Le Creuset did not have, I chose the Sur La Table, thinking the quality would be similar. When I wrote and sent photos to SLT, they declined to replace my pot. I will never purchase another pot from them, as the quality is inferior.

For the second time at the Boca Raton store we experienced grumpy and nasty staff. We went in to take our second cooking class. We have enjoyed both of the chefs in these classes. However management at the store leaves a lot to be desired. We have decided we will not return. We had a $10 credit from a class that they canceled a year ago. Our friends called up and got there refund in 3 minutes. It took them 40 minutes to come up with a way to give us our $10. In every way this business is mismanaged.

My third call to try and reach someone at the main customer service line. I have been on hold for 40 minutes. The announcement at the beginning of the call told me the wait was 2 minutes. Do not appreciate this experience.

Sur la table has the worst customer service I have dealt with in a while. I ordered an All Clad Skillet, they sent me the fry pan. I ordered twice thinking my first order didn’t go through and less than 24 hours later, customer disservice says, “nothing we can do!! The wharehouse has the order and apparently sur la table has no ability to communicate with their wharehouse which fits because they can’t communicate with their customers. At the end of the day, they charged me 13$ to return an item that they could have prevented from being delivered. Williams and Sonoma clearly wins the store to go to for all your cooking and culinary needs. What a complete joke of a company Sur La Table is.

I ordered a Le Creuset item online that came with a spot of discoloration on the internal cooking surface. I called the customer service number to ask if this is still safe to use. The agent on the phone instructed me to clean the area with soap and water, but when it wouldn't come off, he recommended that I exchange it for a new one just to be safe. I chose to do an exchange at the nearest store, which is the Albany NY location. I felt very unwelcome in the store. When I first walked in, it was confusing where the exchange/return counter is. When I approached one side of the counter with an older, female employee, she didn't even let me finish my sentence to explain the reason of my visit before starting to talk to somebody else on their internal walkie talkie thing. I believe she was calling for somebody else to help, but I thought it was rude to interrupt me mid-sentence. Afterwards, she just gestured me to stand to one side and started to help somebody else. I waited for a while and eventually an older, male employee helped me. Unfortunately, I felt very disrespected during my dealings with him. I explained what led to my visit and asked for an exchange. He started to inspect the pieces for return before I could even tell him where the discoloration is. He then started to doubt me, saying things like, "I don't see anything." After I pointed it out, he said something like, "Oh, this little thing?" I explained that I wasn't sure if this is safe to use, he said that "Of course it is, it's all hand made." I explained again that the customer service agent on the phone recommended an exchange just to be safe, he sort of shrugged and begrudgingly continued with the process. Everything else worked out until the end, when this employee made a rather snide comment after I inspected the new pieces I will take away, something like, "Whatever makes you happy." I reiterated that I won't even be coming in if not for the recommendation of customer service on the phone, and he just repeated again with more force, "Whatever makes you happy!" I was taken aback because I felt I had the right to an exchange, but I still thanked him for the help and left after that. I felt like the older, male employee was very annoyed that I came in for an exchange for reasons I believe is valid. I felt that he was also judgmental for why I wanted an exchange. I have other Le Creuset products and have had them for over 6 years. None of them have had this discoloration problem right out of the box. I believe this discoloration could mean a problem with the enamel layer that could be a potential health hazard. It felt very disrespectful to be doubted and having to defend myself for a normal exchange process. I won't be coming back and will try to order directly from the manufacturer website from now on.

Chicken roasting pan cracked in half inside oven at 450 degrees. We probably had used it 10 times. This happened past their 30 day warranty period so they did not offer any resolution.