Sur La TableReviews of surlatable.com

I am grateful for the customer service personnel, Mr. Robert Acevedo who helped us with exchanging damaged merchandise with professional courtesy. There was an initial miscommunication as to which item was to be exchanged. Once that was cleared, my daughter was able to receive a new loaf pan (today). Especially with metal cooking tools, I feel they should be well packed with insulated materials not mere plastic bag. They might easily receive dent during the process of shipping. Other than that, we are happy with Dutch oven pot and other baking tools. You offer a wide variety of colors and sizes. Thank you.

After frustration with a back ordered Christmas gift Fernando Morales was so helpful. He went above and beyond communicating with me and it is clear he has pride in his job. Thank you Fernando!

The customer service folks are soo helpful and they were able to help me exchange my date night as I had missed my first night due to my injury that occurred. They be were more than joyful and helpful.

Purchased Deruta plates to fill in gaps in my everyday china set. Very glad SLT still offers the style, this was my wedding pattern 10+ years ago. Everything arrived in good time and well-packed, although one salad plate arrived completely shattered. I contacted Customer Service with a photo of the broken plate and Jose responded to me quickly and kindly.

Mis-delivered package and the first CS rep at Sur La Table said he'd work with UPS for the claim but upon my follow-up said I needed to contact them myself, they couldn't help. My own follow-up with UPS led me back to SLT. That's when Zyanya took ownership. TG she was there. She found my claim which had been abandoned and not assigned elsewhere after the previous rep took a new role. She said she'd get resolution in 48 hours and she did. A replacement for one item is on its way and refund for another was issued. She gets 5 stars. 4 stars because of her or it would be 1 star rating since the previous CS rep washed his hands of my dilemma. Thank you Zyanya. Amazing ownership and follow-through

Terrible, terrible customer service. If I could leave no stars, I would. Should have read reviews before ordering from SurLaTable. Rep was difficult to understand, consistently talked over me, and when I asked for a supervisor, she refused my request. I asked why no response to my prior four emails, she said they have 72 hours to respond. So, "too bad" for the customer. Rep specifically stated that I should have called rather than emailing, if I wanted a sooner response. Well, that's not what their email response states!! I got two "tickets," each advising to respond to that email for service, which I did. And the rep was obviously reading off a script, same response over and over. And accused me of being the rude one. I don't believe those positive reviews. UPDATE: Received the Staub griddle pan and, as expected, the box was beat up and the griddle has a small chip in the enamel. I note from the shipping label, the item came from JA Henckels in Pleasantville NY which is part of the Zwilling conglomerate. Beware, beware. Search the reviews for Zwilling!! Not good. I will never, never order from either Zwilling or Sur La Table again. SLT's bankruptcy is evident in their total lack of CS and quality. Please tread carefully in this maze. And research the holding companies as well. UPDATE 2: Marilyn from Customer Services reached out to me in response to my concerns. A very positive conversation, with apologies for the CS interaction. I am very appreciative that she took the time to address the situation. Offered to correct the griddle snafu, but I opted to keep what I received. No problem. Thank you for your concern and willingness to correct the mix-up. And I will order again in the future.

After posting this, their customer service reached out to me for help. The agent was very apologetic and helpful, and sent me the knife I ordered. A MUCH more positive experience than the conversation I had with a different agent before posting on this site. This agent even expedited the order. Much appreciated.

The first class I booked was canceled with no explanation just a day or two before the scheduled date. The company refunded my money, but I was disappointed that they didn't even offer an apology. I decided to give the company another chance and booked a second class. Unfortunately, I had to skip this class due to a family emergency. When I contacted the company to request a refund or reschedule, they refused. I am very disappointed with the company's customer service. They have a policy that is unfair to customers and they are not willing to make exceptions even in extenuating circumstances. I would not recommend this company to anyone. Update: They refunded me fully.