Sur La TableReviews of surlatable.com

DO NOT GIVE WEDDING GIFT CARDS TO SUR LA TABLE. I was given a gift card for our wedding 2 years ago. Long story short, we took our time and finally decided to buy a coffee maker. Well, the website would let me fully check out then give me a flashing error after I placed the order. It took 4 tries and then called customer service. She said she placed the order for me. It hasn't arrived so I went to check and they cancelled it. Now I've spent over 3hrs trying to cash in this stupid gift card AND spend 2x that to get this product and they will not honor the gift card. It seems baked into their process to make it so difficult that people give up and throw their money away. Also the moment I entered my email I got about 15 emails a day. The only saving grace was their customer service rep on this last call was very calm, kind, and helpful. At least they hired a real human who had excellent etiquette and a gracious problem solving attitude. I'm still not confident we'll get the coffee machine but at least someone acknowledged it was frustrating and tried to help.

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.

Although I made the mistake of putting in an incorrect address, they did nothing to help me or remedy the situation. I'm rating 2 stars as many other companies would have at least tried to help.

I’ve been dealing with Sur La Table for many years, Today I made a purchase, I thought just like usual, then got an email thanking me for buying Safonia. WTF is Safonia? Some BS shipping protection they automatically add on unless you uncheck some crazy little box I didn’t see. SLT, I placed and order and it’s your job to get it to me. If you need insurance, YOU buy it.

Don’t take the bait! I signed up for emails and texts and in 2 days I have got dozens of promotions offering me a nice 15% discount. I tried to use it on many products and it doesn’t work. Their list of brands that are excluded from any promotion is apparently nearly everything they offer or at least everything I am interested in. I tried even more products just as a test and could not find one that would work with their coupon. Their prices are about the same as everyone else’s and there are so many other companies that DO honor the coupons they offer without so many restrictions. Sur La Table’s list of excluded brands includes approximately 50 major brands. There are also a few OTHER additional stipulations you must meet to use their heavily promoted coupon. I consider it click bait and will simply shop elsewhere.

I ordered an ice cream maker and was sent a coffee maker. I was able to send it back right away with UPS and called Sur la Table to get the right item shipped out. I was informed that they weren’t able to ship the correct item until the returned item was back. I escalated and they confirmed that the shipment was being returned, and they would contact the vendor to ship the correct item. I would get an email confirming. I didn’t receive an email, so I called again the next day and I was told they were waiting for the vendor and no shipment had gone out. I have now asked for a refund and will purchase elsewhere.

I had an issue with an out-of-warranty electric tea kettle, purchased just slightly over a year (1 year 2 weeks) before it malfunctioned. I first contacted customer service via the website and was emailed a few days later to supply photos of the issue, which I did, receiving this in response: "Dear Christine, Please contact our manufacturer for further assistance with an exchange. Mon Chateau 1 877 246 0990. Thank you," I spoke with two separate customer service representatives on two separate calls, both of whom were unempathetic and, unfortunately, downright rude. I did not handle the calls with perfection, but I definitely did not yell, curse, insult, or otherwise attack verbally or in any other way either representative...all I wanted was help. After being ***hung up on*** by the second representative (because I refused to believe that she could not escalate my issue or transfer me to someone else -- no yelling, no cursing, no name-calling or threatening or otherwise unkind nastiness), I called back a third time. Why? Honestly I'm not sure. I definitely felt defeated, but something nudged me to try again. Three times was a charm, apparently, because the third representative from the moment he answered the phone had a completely different tone and approach, and gratefully decided to hear me out before interrupting and denying. This third representative is the ONLY reason I am rating 2 stars to Sur la Table and their Customer Service. A little kindness and compassion is an amazing, incredible thing.

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.