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Received a Joule water heater/circulator for Christmas. It broke down after 3 uses, overheated and became to hot to touch.

Emaile Joule customer service and they contacted me within an hour with things to test. Made the test and gave them the results. Joule said to return the unit to Sur La Table. Called Sur La Table customer service and they said to bring it in for replacement.

Asked them if the had one at the Pike Place location, they didn’t. The closest location was in Portland, Or about 3 hours away. They indicated that they WOULD REPLACE THE UNIT AFTER THEY RECEIVE THE DEFECTIVE ONE. They sent a UPS driver to pick it up stating the driver would have the return label.

Driver came, no label. Called Sur La Table and they said the driver would deliver a label in 4 days January 3. Gave them my home address as, since it was to be a Christmas surprise my wife had it sent to her work address. Guess where the label ended up?

Label was for UPS ground. Sent an email to Sur La Table customer service asking why they couldn’t send the replacement unit WITH a return lable to send the defective unit back? They have my wife’s credit card number and could charge it if they didn’t get the unit back.

I noted cellular companies do that(today we got a replacement phone 12 HOURS AFTER REPORTING THE BROKEN ONE! Haven’t heard a word from them!

Product or Service Mentioned: Sur La Table Shipping Service.

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

I didn't like: Customer service.

Company wrote 0 public responses to the review from Jan 12.
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