Sur La TableReviews of surlatable.com

I had an unusual circumstance that led to me needing to reschedule my cooking class and the way that Jose handled the situation was so empathetic and compassionate I was taken back by it. What could have been an awkward or frustrating conversation more into one that truly touched me, so thank you Jose.

This review is in regard to customer service. I had previously had salt and pepper grinders and loved them. Lost them in a flood and wanted to replace them. I asked my daughter to order some for me for Mother’s Day, but unfortunately, she did not remember what kind I had had. She got me very expensive ones that required 12 batteries (!) — and since it was for Mother’s Day, a gift that I did not receive right away & would definitely not use, needing 12 batteries. I called the store asking if I could bring them in to exchange. They told me it was over 30 days and that was not possible. They advised me to go through the online store. I did that, was basically told the same thing about 30 days, and then the person helping me went over and above by getting an approval for me to return them and get a store credit. Because those were so expensive, I was able to order several things besides the salt and pepper grinders, and I made sure I had enough on the order to qualify for free shipping. So my order comes, and there is only the pepper grinder, even though on the order form, it says salt AND pepper grinders. I called, telling them that the salt grinder never came. They advised me that the wording is misleading, that you have to order them separately, even though it says salt AND pepper grinders. I spoke to Chris Hernandez who explained it to me. He understood and agreed that since I was paying more to get the salt grinder, I should get free shipping, but his supervisor, Heidi, told him that was not possible. I asked to speak to her, and she was very condescending, rude, and told me that they would not give me the free shipping. I literally spent hours on the phone and online with this company, just trying to resolve exchanging high-end salt and pepper grinders that I never used. In my experience, this company is very misleading in their advertisements and I will never use them again. This is because of lousy customer service from the supervisor, Heidi, not due to the quality of the products. No wonder their stores are closing.

Ordered a set of beautiful fruit containers for my fridge through Apple Pay but did not pay attention correct delivery address. Daniel, customer service rep, was patient, understanding and going to right department asked for help to ensure items delivered to right place. Moreover Daniel followed up with email with confirmation. This little step makes me feel a peace of mind. Daniel is amazing, best in class customer services.

Unfortunately I had to cancel a cooking class due to an injury. Nestor took care of it for me seamlessly.

Nestor was super helpful. I had ordered 6 bowls and 2 came broken. He was apologetic and got the replacements processed right away. Looking forward to them arriving!

Cannot thank SLT and Joe F. enough for the friction-free customer service phone call regarding a price adjustment for an item I purchased at full price, which subsequently ended up on clearance a few days later. It is so rare in this day and age to have a live human with the patience to listen, use their good humor in sympathizing with one's concerns, and rapidly respond to a customer. Kudos to Joe and SLT — A LOT of companies (Williams Sonoma, are you listening?!) could learn a thing or two from your team!

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.

Horrible company. Horrible experience. I have returned my order SF0006592170 in good faith back to the company with the prepaid return label they have provided to me and the return was lost in transit by UPS. Surlatable has opened a claim with UPS about this which was solved in my favor, and UPS has accepted responsibility for the loss and paid the claim in the full amount to Surlatable. After telling this to Surlatable, they are informing me that they can not assist me and to contact my bank. They are stealing money from UPS which was supposed to be directed to me, and they are keeping my money paid as well. This is a direct violation of my consumer rights Uniform Commercial Code § 2-510 Effect of Breach on Risk of Loss the responsibility and risk of loss transferred entirely to your company upon me tendering of the package to UPS. You are ignoring your legal responsibility and unfairly holding me financially responsible despite the claim being paid in full to your company.