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1.4

I bought a Jura z7 in 2010. When I bought it, Sur la table was competing against William Sonoma on this product line.

Sur la table offered it with an unlimited lifetime warranty to the original owner. After 5,800 cups brewed, it died. I took it back and they told me they don’t honor their warranty any longer and sent me to Jura for a $400 repair. Is it reasonable to think a mechanical and electronic machine would last a lifetime?

No it’s not. Is it reasonable for a consumer to expect that even if a company runs a stupid campaign, they will live up to their mistake?

Reason of review: Warranty issue.

Location: 7643 Girard Ave, La Jolla, CA 92037, USA

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Guest

I just ran into the same problem on a Vitamix I purchased. Sur La Table gave me the run around and would not honor their Lifetime Warranty.

So guess what? I will never ever shop at Sur La Table again!!!!! Costco here I come...and any other store but Sur La Table. To top it off, when I called Sur La Table Customer Service, a very unfriendly woman support Tech left me hanging for 30 minutes, then would not let me talk - she talked over me.

No apologies, nothing!!! What a scam!!! When I think of all the appliances I purchased at Sur La Table all these years - never again. I had just purchased a Fagor Multi-pot which had trouble within the first year - and when I tried to take it back to Sur La Table, they told me I had to deal with Fagor directly.

That was a real nightmare trying to get the faultly appliance fixed.

Well I am totally done with shopping at Sur La Table and everyone that reads this, you are forewarned!!!! Jessicca

Breyanna Swu

Jura has never, ever ran a "lifetime" warranty. The only "lifetime" warranty is through accessory parts.

You probably misunderstood. I'm pretty sure your car doesn't have "lifetime" protection.

Don't blame SLT. If there's an issue, blame Jura.

Guest
reply icon Replying to comment of Breyanna Swu

I am not sure who 'Jura' is that you are speaking about? I am speadking of Sur La Table.

I did not make assumptions. I was taking Culinary classes at the Living Light Institute in Fort Bragg and it was Cherie Soria herself that recommended to the class that we look at Sur La Table, which offers a lifetime warranty on all their appliances. Since then, I have purchased most of my appliances from Sur La Table.

It is only recently that I have had trouble with my Vitamix and was appalled to find out that they had discontinued the Lifetime Warranty and will not grandfather in all the purchased people had made during that time. Why would anyone need to shop at these stores that lack integrity when there are many other wonderful stores out there now?

Guest
reply icon Replying to comment of Guest-1616444

Sur La Table has never had lifetime warranties on small appliances. All warranties are always through the manufacturer.

Sur La Table does not make the machines. There are no companies out there that have lifetime warranties, including Costco. Why didn't you call Vitamix? They do honor their manufacturer warranty whether it's 5 or 10 years.

When it comes to Fagor, they no longer sell products in America and are not owned by Sur La Table. It seems like you are pointing your finger in the wrong direction.

Alaiza Pvl
reply icon Replying to comment of Guest-1616721

Wrong. I also got the lifetime warranty they offered on a Nepresso machine.

Guest
reply icon Replying to comment of Breyanna Swu

so true - get real people!

Guest
reply icon Replying to comment of Breyanna Swu

Nope. I was also told "lifetime warranty" on my jura Impressa Z9 by the Sur La Table gal that sold it to me.

It was the main reason I was ok dropping that kind of money.

I went looking for something quite a bit cheaper and was roped in by the promise of a lifetime warranty. I am on the brink of sending it in to Jura for the second time in 6 years, another 350 down the drain, and I'm not happy.

Alaiza Pvl
reply icon Replying to comment of Breyanna Swu

Wrong. Multiple people have posted that they received one, and I came here to inquire about the same thing as I also got one.

In fact, I SPECIFICALLY bought my Nepresso machine from them over other places (Nepresso themselves!) as they offered me this lifetime deal. But as usual, if its too good to be true, then it likely is.

Its no wonder they are bankrupt. I just called them and they no longer admit to it.

Guest

I believe it's not only reasonable to expect a company to honor their promises but necessary. If they don't want to honor a promise they have a choice to not make it in the first place.

This is a matter of integrity. Don't make unreasonable promises because people should be able to rely on what's promised as they decide whether or not to do business.

Guest
reply icon Replying to comment of Guest-1441763

Its a machine...its not made to last forever! To think it will and then expect a company to take it back because you wore it out is ridiculous! You should be ashamed of yourself for even thinking that is acceptable!

Eliane Xzg
reply icon Replying to comment of Guest-1701062

I think everyone knows that machines break and don't last for ever. The retail store knew that and the consumer knew that, in this case I was the consumer.

However the retail store, in this case Sur La Table, made the decision to charge $3,799 for the machine and to earn my business they offered a lifetime replacement guarantee for it. They took a risk and likely thought that very few people word take them up on that. It’s no different than when dodge offered a lifetime power train warranty on their cars when the auto market was struggling. They knew and the customers knew that an engine and transmission dont last forever, but they sold more cars because of it and took the risk.

The difference here is that Chrysler corporation stood by their lifetime warranty, Sur La Table did not. A warranty is a contract between a person and a suffisticated entire. They are simply willing to be in breach of that contract and don’t believe enough people will litigate. It’s a business decision they are making at the expense of customer experience.

I bought another $4,999 upgraded coffee maker but I didn’t buy it from Sur La Table and will never shop there again. I let my friends, who also buy expensive houseware, not to shop there and now they dont.

Guest
reply icon Replying to comment of Eliane Xzg

Very well said. To all who commented “they never offered a lifetime warranty”...

yes they did, as evidenced by so many of us who are dissatisfied. In fact, I was successful in having a $2000 espresso machine exchanged in 2015 with an expired manufacturer warranty and 18 months after purchase.

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