Sur La TableReviews of surlatable.com

I ordered 2 platters from Sur La Table, but unfortunately, both arrived broken because they were shipped without proper packaging. However, Ian in their customer service department was excellent. He was incredibly helpful and arranged for replacements to be sent out right away without any hassle. While the initial packing was disappointing, the fast and helpful service made up for it!

I have been purchasing from Sur La Table for a long time. Recently I needed to contact customer service and was astounded at how quickly they responded and how quickly and professionally Nestor, their representative helped me. Thank you, Nestor.

After a quite frustrating engagement with the manager of the Austin store, Robert Acevedo resolved my issue, and literally made me a happy customer. I was considering never coming back, but he heard my issue and came up with a logical resolution. I'm glad to see that Sur La Table hires great people that listen.

I submitted a service request since I was having a problem placing an order using my SLT Perks. Daniel Jimenez, a Customer Support specialist, helped me beyond my expectations by refunding the value of my SLT Perks. I have been a customer for decades and will remain so forever. Sur La Table has the best cookware and staff.

I had a cooking class at the store in king of Prussia pa chef Carl was amazing. We had a great time, enjoyed the food immensely and learned many new things from Carl. What a great night

Kudos to Joe F. in Customer Service! He was able to correct a frustrating situation with a gift card I received. Patient and very helpful, Joe F. was efficient and a true Pro!. Thank you Joe F., you deserve the recognition for high standards in your field! Marie R., SF

UPDATE: Following this review, Freddy (Customer Support Manager) reached out to clarify that a system issue had prevented the full refund from going through on PayPal’s end. He manually processed the correct refund of $25.93 and provided confirmation. ​I appreciate management stepping in to take ownership and fix the issue promptly after seeing my review. However, the original experience—receiving an item packaged while broken and needing to post a public review to get a response—was frustrating. I am adjusting my rating from 1 star to 4 stars to reflect that customer service did ultimately make things right. ​ I am deeply disappointed with my recent experience ordering plates from Sur La Table. ​The items shipped separately, and the very first plate I opened was cracked. What makes this worse is that the box arrived in perfect, undamaged condition and the plate was wrapped carefully—meaning it was packaged and shipped out already broken. No one bothered to inspect the item before sending it. ​Things went from bad to worse with Customer Service: ​The Promise: I reached out, and they agreed to a full refund. I even received an official email stating my refund of $25.93 had been processed. ​The Reality: PayPal notified me of a refund for only $3.46—which turned out to just be the "Worry-Free Delivery Service" fee, not the cost of the damaged item. ​The Silence: I immediately emailed them back to fix this discrepancy, and they have completely ghosted me. ​To ship broken items and then mislead customers about full refunds feels completely deceptive. I feel cheated and will not be purchasing from Sur La Table again. Buyer beware.

I signed up for the $15 first purchase discount which I never got. Apparently you have to read the details which tell you most of their brands are excluded from this offer. Customer service said sorry for the inconvenience, but they don't otherwise care. False advertising is false advertising. Frustrating. Was about to spend quite a bit of money I can easily spend elsewhere.