Sur La TableReviews of surlatable.com

On August 1st, my wife and I went to Sur La Table in North Scottsdale because we wanted to purchase a Ankasrum mixer, only to find that they are online only. Fair enough, we ordered one when we got home. The issue here is that we purchased 2 clearance items. One was an oven mat from Belgium that protects your oven from spills. It’s used in place of aluminum foil and is rated at 464 degrees fahrenheit. I used it at 350. My house began filling with an odd smell, so I opened the oven and was greeted by clouds of white smoke, which set off our smoke alarms. I was able to get the mat out using tongs…..it was melting. The other purchase was a set of stainless steel bowls that held 2 cups, 1 cup, and 1/2 cup. They rusted the first time I used them and cleaned them. We took them back, and was told that clearance items are non returnable……understandable, but these items were defective. After some back and forth, the clerk reluctantly gave us a store credit…..$43 and some change. Will we shop there again? Yes, so that we can use the credit, but after that, no. Sadly, we’ve spent A LOT of money there over the years, and for arguing over $43 they’ve lost a boat load of future revenue. Not very smart. Sur La Table replied to my review, asked for contact information, which I supplied. Then I get an email from customer service stating that clearance items, even if defective cannot be returned unless they can be put back into inventory. He further stated that he would make an exception provided I send photos of the defective merchandise…..which I no longer have had he taken the time to read my original review. (the store has them). So I am downgrading them to 2 stars, and we will never set foot in a Sur La Table store again other than to use the store credit they reluctantly gave us as a “one time exception.”. They sure know how to make you feel valued as a customer.

Update: I received the item today. Unfortunately the tracking issue was never resolved, but the company did reach out to apologize and offer a resolution. I appreciate the customer service, and hope in the future, such issues won't be allowed to devolve as this one unfortunately did. I've updated the rating to reflect the resolution. I ordered an item for the first time from them on Friday. Received an email with a faulty tracking number; it displayed an error code when I clicked on it. Went online to try to resolve the issue and wrote a message using their message system. Clicked “send” and received an error message because their message system couldn’t find my order number. Decided to call them. Sat on hold forever, then finally someone answered and put me on hold again while he… checked something? After fifteen minutes he came back and told me he would have to send a message to the warehouse, and he would get back to me “within a few hours” once he knew where my order was. Waited all day. Finally decided to call back at 4:00 pm. Spoke with another service agent who told me it would take “24-48 hours” to locate my package. At this point I’m irritated. I told the service agent why, detailing all the above and swearing the company had lost my business. Service agent was stoic, unapologetic, and disinterested. Never ordering from this store again!! I still don’t know where my package is.

Customer service regarding my order was outstanding! I bought a set of ceramic pasta bowls and one arrived broken. I contacted customer service online and spoke with Roberto; with just one email and an uploaded photo, the replacement was scheduled and on its way. Extraordinarily helpful and simple. I could not be more pleased!

My issue was resolved after this review was posted . Previously I had gone through a customer service representative and a manger who were not relenting on giving me the price adjustment. I’m thankful that the company decided to take into consideration the amount of money our family has spent in recent days /weeks. We registered for a bridal shower party. We have an extensive list of items for our guests to purchase and a lot of money is being spent at this business. We notice a large price difference on one of the items which was ordered far in advance of the shower and we are still in possession of . We asked for a price adjustment rather than having to send back the items and repurchase . This request was rejected and repeatedly denied because it was not in a 14 day window, (however from time of receipt , it was still within the window due to shipping) This is a ridiculous way to treat a new customer with a large investment in this business . Needless to say , we will be shopping elsewhere and telling our friends and family to do the same

Great food, very fun. Nice staff.

Bought expensive pans and for the 2nd time, they will not stand behind their product. This is why people shop at Amazon. Snarky associates can have fun playing video games when they're out of jobs and replaced by smarter (not a stretch) AI

I have been trying to unsubscribe from their mailing list without success. First message was on 6\11\26.Emailed customer service and they blew me off - said it could take up to 2 weeks. Well, I still get up to 3 emails a day. Pretty sure I will never shop there again.

As an update to the below review- I received a call from the Sur La Table customer service team and was advised there had been a misunderstanding on the policy with the previous representative which had been addressed. I have been advised that I will receive a credit for the price difference as appropriate. BUYER BEWARE! Sur la Table has customer service with a slow response and chooses not to do the right thing. 1. Sur La Table does not stand by their pricing and pricing adjustments. I purchased a “big sale” and “lowest price” pan set for $149. Within a couple days, before I had even received the product, the price was lowered on a promotion to $99. I called customer service and a recording said I needed to send an email for a price adjustment. I sent the email and was eventually told, after the sale was over, that they would not honor the $50 price adjustment because it was a “special promotion.” 2. The customer service response was lacking. Sur la Table advertises a customer service phone number, but it just took me through a series of prompts to a message saying I needed to email. Then, when I did email, it took over 24 hours to receive a substantive response. If I had received a timely response, I could have made a decision to purchase the pan set at a lower price and returned the one that was previously shipped. 3. There are many options in the kitchen product space- companies that make fair and reasonable decisions. I will be making future purchases elsewhere.