Sur La TableReviews of surlatable.com

I placed an online order for a chef’s knife as a Christmas gift. Two days after ordering, I tried to cancel the order by sending an email, but no response. I then called customer service (call went to the Philippines), and the call center person said that the order has not been shipped, but because it’s been processed, I could not cancel. This is unacceptable and a scam. I will never again do any business with this company, nor would I recommend this company.

Teacher/chef didn’t talk loud or clear enough. Involved the same class participants over and over while not including others. There were 4 steaks cut in strips to feed 16 people. At $90 apiece I think everyone should get a steak. Dinner was served via self service waiting in line. The people at the front of the line took 3-4 pieces of steak apiece and the last 4 people had 2 end pieces and 4 of the thinnest strips to split ie 1 1/2 pieces apiece. My wife got 1 small piece, I got 2, happy anniversary to us…. Not. Food should have been equally distributed. Poor and unfair management of the meal. Dinner was not filling and was fair to good. Learned little other than to oversalt a steak. Very dissatisfied and disappointed. PS- should let 1st time participants know they can bring wine. Deserve a refund for not getting enough of the entrée.

Ordered an "Instant Pot Duo Eva Plus" on sale at SLT's online site; went to check on the status of my order on the Sur la Table website and it stated, "no orders" on record....first little issue. I didn't get too concerned because I figured it was due to processing time needed and would show later and at the end of the payment their website gave me a "order #" but it was an incomplete order #...*sigh. But I HAD made a profile but used PayPal to process my payment...I always use PayPal because it is my backup/security and keeps my payment and other info private and confidential and if there's a problem with a refund or item received...they typically aid me in obtaining my refund so I don't have to go to my card and file a claim. Anyway...Item arrived within a week, but was an obvious return by another customer as the box was "resealed/re-taped" with some of the inner packaging "torn/ripped"...always a red-flag for me because it tells me someone else wasn't satisfied with this particular item for whatever reason and I don't want to use it to find out that there's a functional issue with. First call to Sur la Table customer service, I explained that I received an "OPEN BOX"...right away this customer service rep launches into me saying, "Well UPS says it weighted 22 lbs. so how could we have sent you an EMPTY BOX?" I informed her, I never said, "empty box". I said "open box"...she continues to argue...whatever lady. I again explained...you sent me another customer's "return"...you sent a "resealed box" and it was supposed to be brand new. Finally penetrated, she says she processed a return...but never did!...I spent at least 3 hours everyday for 3 days trying to get this pick up/return straightened out with Sur La Table and UPS...both of whom are having problems right now with holiday season and covid19 surge...both overwhelmed apparently! But gees...these companies make it worse by not explaining delays, their errors and other issues leaving their customers to question what the heck is really going on! Hopefully, this package is being credited properly for a full refund. I took copious notes and notated names, two different tracking numbers, pick up confirmation numbers, etc. as I spoke to at least a dozen people! I will contact my card to make sure I don't take the fall for their mess ups and that I get full credit back on my card...but wow...WHAT AN ORDEAL!

This was my first time ordering with this company. On the order it said my item would be shipped within 7-10 days and if there were any delays I’d be notified. I placed my order Oct 3rd. I reached out via email on the status of my order Oct 20 since there were no emails regarding the delay. They said it should ship within the end of the week by the vendor. I still didn’t get any updates. Sur la table doesn’t even know exactly what’s going on with their inventory?? Very unreliable. I called customer service and she too didn’t know what to tell me. I asked her to cancel and she told me she couldn’t cancel and that I could always return it if I didn’t want it. That didn’t make sense to me. Why should I wait for an item that doesn’t even have a delivery date?? So she said she’d be emailing management to cancel but could take up to a few days to see if they can go through with it. Ok understandable but why did I need to further explain my frustration for her to go ahead and a process a cancellation?? I tried calling again because she didn’t seem reliable, this time a gentleman was very straight to the point unlike the other rep. He too said he needed to contact management to see if they can cancel. Few days later I get an email of the cancellation. A few days after that they sent an apology email and since they were “sincerely” apologetic they gave me a coupon code for $20 if I spend over $100. And guess what it had restrictions and an expiry date of one month lol. Poor customer service and an outdated way of handling issues. Seems backwards in today’s standards of business. No thanks. I’m never ordering from here again.

Return policy is poor, received new baking sheets, didn't get a chance to ensure fit into new home due to unexpected delays. Turned away their local store in an attempt to exchange new - original packaged items.