Sur La TableReviews of surlatable.com

I ordered pans online and paid through PayPal. I was never given the option of where to deliver. When I got the confirmation it used my address as the delivery. I wanted it to go to a different address. I called within one minute of the confirmation and was told I could not change the address or cancel the order. I would have to try to get it changed when I had the tracking number. I am disgusted that this is their policy and know I will be saddled with a charge to get it to the correct address. I got no satisfaction from customer service. I feel I need to update this to add that I have now spent another $30 to have UPS change the routing address for 2 of the pans that were sent separately. The third pan is on back order, and I am still not able to cancel it. I get nothing but the run around from Sur La Table, so bottom line is it will have cost me an additional $45 to send these pans to the correct address. They do not care at all. I will never ever do business with them again.

My husband and I attended the date night cooking class ( a Christmas gift from my husband). It was a sold-out class, and we were very excited to try it! We showed up a little early and walked around the store. The class before us ran a little over, so our class started a little late. We get to our station and think we will cook our meal. We were wrong; it's a group effort, so we're not making sure that people genuinely wash their hands after they are on their phones or touching their hair and then handling our food, etc. We were packed in with too many couples and not enough room to move, making it difficult to cook and get the chef’s attention. You can’t tailor your food at all. I don’t like salt in my food, and I don’t want a lot of butter, etc. The steaks were very rare, and I couldn’t eat my food. There weren’t enough seats for everyone to sit and eat, so some people had to stand and eat. When you pay $200 for a meal, they should have places to sit and should be tailored to what you don’t like in your food.

I have the same issue as many others. Their system caused the order to be placed before I could enter the shipping address, so, when I got my confirmation, it was shown as being sent to the billing address. I called them immediately and they told me that they couldn't change the shipping address or cancel the order because "it was already in process". (Note that it took several days after that before I got any notice that the item had shipped.) They told me the options were to return the item (note that they charge return shipping) or to wait until I got tracking information from UPS and change the delivery address there. They neglected to tell me that UPS would charge me $51.86 to do this. After I reached out to Sur La Table, they offered to waive the return shipping fee, but that was too little, too late. I won't do business again with them!

I placed an order which included a holiday gingerbread mug which in my opinion looked nothing like the website photo and was very sloppily painted, definitely not as nice looking as what was represented on the website and was a quality control issue. When I reached out to customer service, I was first told it was clearance and final sale (it definitely was not) and then I was told I could return the $8.95 mug for a $13 shipping fee (I do not live near a store) even though the item was poor quality and misrepresented and this was a product issue. I also attempted to leave an honest one-star review about my experience with the product and customer service a week ago on their website which has conveniently not been posted. All in all, a very poor experience with this company, while the mug was not expensive, it was part of a larger order, and I certainly won't purchase anything else here.

Purchased our dual drawer air fryer from Costco UK 18 months ago. The non-stick coating on the trivets has been wearing significantly over that time. There is only my wife and I so the fryer does not get an awful lot of use. No, we don't use the dishwasher for cleaning, No, we don't use abrasives to clean them - just hot soapy water and a dish cloth. Rang Costco this week and because of their great customer service they gave us a refund for the item even though it was 6 months out of warranty. My concern is what the microscopic grains of Teflon (or similar) are doing to our bodies. Anyone else noticed this problem? By the way, the operation of the machine is great so not problems from that point of view. The 3 stars is purely from a health perspective. Could not add a photo.

Purchased our dual drawer air fryer from Costco UK 18 months ago. The non-stick coating on the trivets has been wearing significantly over that time. There is only my wife and I so the fryer does not get an awful lot of use. No, we don’t use the dishwasher for cleaning, No, we don't use abrasives to clean them - just hot soapy water and a dish cloth. Rang Costco this week and because of their great customer service they gave us a refund for the item even though it was 6 months out of warranty. My concern is what the microscopic grains of Teflon (or similar) are doing to our bodies. Anyone else noticed this problem? By the way, the operation of the machine is great so not problems from that point of view. The 3 stars is purely from a health perspective…. Could not add a photo so just added it as my profile photo….where there’s a will there’s a way….

My order was shipped directly from the manufacturer, who did not include my apartment number. Daniel went the extra mile to correct this error. I am so thankful to him for his efforts and patience. I will be ordering from Sur La Table more!

Buyer Beware for online purchases. Once you order, Sur La Table customer service won't let you cancel, alter, or even change the shipping address to your order.