Sur La TableReviews of surlatable.com

I placed an order and was told to expect delivery in 5-7 business days. After over 2 weeks, the status was still "Processing" with no updates. Customer service first said I'd get an update in 24-48 hours, but they never followed through. They then promised an update in 72 hours, but again went silent after. The order finally arrived over 3 weeks after ordering. The day after receiving it, they finally sent a shipping notice, far too late. Throughout this experience, their communication was awful and they consistently missed stated timeframes. As a customer I felt left in the dark. In hindsight, I should have looked at the low 1-star reviews, as many described similar issues. Don't be fooled by their decent overall rating - the negative experiences are telling. I would not recommend ordering from them if you expect timely updates or delivery. They are terrible at communication and managing customer expectations. 1 star.

I bought and received in the mail a defective air fryer from Sur la Table. I attempted to email and call customer service about the defect and to hopefully get a replacement or replacement parts. Radio silence. Nothing. I left a review on the product page with images detailing what I received. They seem to be screening their reviews and won't publish it. I used to love this store, but I can't trust them/ their review system or recommend them in good conscience.

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.

Fantastic customer service when I called regarding broken items in my recent order. It was "no questions asked", sincere apology and immediate action to refund.

Broken not even lasted 12 months no English numbers to phone or email the prat I baught it from won't accept it back says go to supplier yes right

Dual Air Fryer worked great until we had a problem, customer service is terrible. Emailed customer services based in the UK and they wouldn't deal with me, insisted I instead rang a US telephone number but the telephone number did not work, refused to send out small part to resolve the problem, would not advise anyone to purchase any Sur La Table products.

Customer Service and ability to return items ordered wrong size... Thank You for providing the discount and promotional code Shipping and processing is fast and accurate...

My husband bought a pan through the website and didn't notice they had the wrong delivery address until he had completed the purchase. He immediately attempted to edit the addresses, without success; then he emailed customer service for help. Since there was no response, he called the next morning. He talked to a representative named "Marissa," who said the system would not allow them to cancel the order or change the address. She said that maybe when the shipping could be confirmed, "something might be able to be done" to solve the problem. We will not use this site again. Amazon has much better customer service.