Barbara H Uui
map-marker Yonkers, New York

Order # SF000514**** needs to be redirected to correct addrrss

Order sent to Las Vegas and needs to be sent to me, the buyer at: 19380 Collins Ave. Apt 1726 Sunny Isles Beach, Florida 33160 Same address as my billing address Thank you Barbara Hampton I spoke with UPS and they said the folks in Las Vegas refused the order and sent It back to sender, You will receive it tomorrow on Jan 16th
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Pros:
  • Dont know yet
Cons:
  • Wrong address at ordering process

Preferred solution: Deliver product or service ordered

User's recommendation: Hopefully will be a good customer service recommendation.

Thomas B Yun

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Verified Reviewer
| map-marker Pattaya, Chon Buri Province

Item ordered November 28 still not shipped

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The company failed to confirm a delivery date. Getting through to customer service is near impossible. It took 10 phone calls and 2 hours of time simply to cancel the order after it became clear the company would not fill the order. Corporate hq failed to respond; the foreign call center is powerless and has limited info
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Loss:
$25
Cons:
  • Advertising goods not in stock & horrendous customer service

Preferred solution: Full refund

User's recommendation: Do not do business with Sur La Table

Thomas B Swk

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Item ordered November 28 still not shipped

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Failure to deliver or confirm product availability. Poor customer service. Misleading information about products.

View full review
Cons:
  • No delivery poor service

Preferred solution: Deliver product or service ordered

User's recommendation: Do not buy online

1 comment
Guest

Literally hours after I ordered something and wanted to cancel it, they were absent and unable to reach. When finally I did, after waiting on customer service (that's a laugh) phone call for 47 minutes, a woman who unfortunately could not speak the language well enough, was clear to say that no matter who I would speak to there, I would get the same answer, no matter how far up the chain I got.

Once you order, she said, you cannot in any situation undo that order.

Am I pissed - They are terrible. Sur La Table, actually, is not what it was since in 2020 they went into bankruptcy, and I quite "Nearly three years after a joint venture of Marquee Brands and CSC Generation bought Sur La Table out of Chapter 11 bankruptcy for nearly $90 million, the culinary retailer has continued an operational transformation" For people who want to pull their hair out, this would be a good place to go.

dorne c Bbo

Intentional misrepresentation of product sold

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Original review Dec 01, 2023

NEVER order from them, the tin of Le Mère Poulard Shortbread Cookies advertised as 16Oz. When the product arrived it was only 8.82 oz.

Called the customer service number and was told basically "not our problem". TERRIBLE customer service. Next call will be to the Ohio and Indiana Attorney Generals Consumer Fraud department. They love to handle the kinds of intentional misrepresentation claims.

They had a chance to make it right and they refused. This is the exact verbiage regarding the product.

Le Mère Poulard Shortbread Cookie Tin

Visit the Sur La Table Store

4.0 4.0 out of 5 stars 8 ratings

Price:$16.95

Holiday Savings - pay $16.95 $0.00 for this order. Get a $100 Amazon Gift Card upon approval for the Amazon Business Card.

Terms apply. Learn more

Occasion Wedding, Anniversary, Birthday

Flavor Butter

Number of Items1

Brand Sur La Table

Item Weight16 Ounces

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Cons:
  • Misrepresentation of products and terrible customer service

Preferred solution: the 16 oz. tin I was promised when I purchased the product

User's recommendation: Never order from them, cheat customers by false advertising and then won't own it and resolve the issue!

Darris Nyl

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Tacoma, Washington

How many days till it arrives

Sur La Table - How many days till it arrives
Sur La Table - How many days till it arrives - Image 2
Terribly and the worst customer service ever!! Agent helping me just hung up on me.I will never buy from Sur la table again . The bread maker I paid for at 126.00 for it which had the the bread paddle missing from it.They said they'd replace it but never heard back from .So now I have a worthless bread maker that I can't use. I'd ask for my money to be refunded but I doubt they'd be capable I even doing that as well. I will also post my bad review on Facebook as well. Debra Hanuska
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User's recommendation: NEVER BUY FROM SUR LA TABLE!!

Anonymous
map-marker Camarillo, California

Rudest Customer Service Reps

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I received a set of dishes that after a couple of uses have cracks in the glaze. The online form is hard to use, I finally got Alfredo.

He insisted that I package up my service for 8, at my cost and mail them at my cost back before I could receive replacements. I explained how inconvenient this was and he refused to help. It has been over a month of going back and forth asking to transfer to someone else, filling out a new ticket only to have him answer it again. Hopped on the phone to call a new rep and got a worse one.

Jasper or Jaysper. So incredibly rude! Why didnt you print the return and mail them why havent you returned them? In the first 10 seconds of the call.

Like Im bothering him. This company is a nightmare to deal with. Im so disappointed.

Ill never buy here again. Im done.

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User's recommendation: Just don’t buy here

Dontrel Lku

Great customer service

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An item I ordered online arrived broken. Christopher was absolutely wonderful in resolving the issue. He quickly ordered a replacement and was a delight to work with.
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Preferred solution: A replacement

Gary W Oaw

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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Verified Reviewer

Unable to return expensive, faulty coffee machine

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Sur La Table - Unable to return expensive, faulty coffee machine
BUYER BEWARE - I recently purchased a $3,000 Jura coffee machine from Sur La Table. I was out of town and unable to use the machine until 32 days after purchase. The machine stopped working on the second day of use. Sur La Table refused to exchange for another machine because it was after their 30 day return policy, even though I only used this machine for 2 days and was only a few days beyond their 30 day return policy. No leeway at all. Stay away from Sur La Table - not an honorable business at all - only wants to rip you off!!
View full review
Loss:
$3
Cons:
  • Unreputable

Preferred solution: Exchange for coffee machine that works

User's recommendation: STAY AWAY!'n

1 comment
Ata Fri

I purchased a Jura coffee machine from Sur La Table and it arrived yesterday, USED. Coffee grounds were on the base of the package, the cloth that wrapped that machine had a coffee stain on it and the machine had smudges.

on the front. Clearly used. After waiting five days for the arrival of a one thousand dollar machine, I now have the pleasure of packing up my "new" coffee maker and sending it back via UPS. I am still without a coffee machine.

Customer service said I would receive fifty dollar gift card for the inconvenience, but no gift card was in my email.

I am not a fan. No one seemed surprised in customer service that I had received a used machine.

Grace T Quk

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Verified Reviewer

Bad experience

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I bought a kitchen aid. Full size sink drainer.

When I bought it Vicky Customerservice said if I am not satisfied I can bring it to the store and get full refund. When I got the item my mom said it was too big so I called Customer service. Since I found. From Amazon and wayfair.

Site Shipping is free. So I said can you do price adjustment. ? They said no and they said if I return it shipping fee cannot be refunded.

In the first place if they told me shipping fee is not included in the refund I wont even bother. Buying from your store I am not happy with my experience. Closest store to my house is 25 miles gas is high. No sense of.

Driving there not getting full refund. And getting pissed to what happen. This would be my first and last time buying from your store. I believe your store policy believe GREED.

Not like Nordstrom. Who cater to returning customer

View full review
Loss:
$12

Preferred solution: Full refund

User's recommendation: I won’t recommend your store to my friends and family

1 comment
SurLaTableCares

GraceT Quk, I am so sorry you did not have a good experience with Sur La Table customer service. I would be happy to assist you with this issue.

Please reach out to me with additional details and an order number.

Please send to escalations@surlatable.com and refference ticket number 2022072163015283 . I look forward to hearing from you.

George M Ncw
map-marker Houston, Texas

Sur La Table is lousy

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Don't waste your time or money. Sur La Table is a lousy company.

I attended 3 cooking classes they provided. Never again. Two of the "chefs" were nice people. One was extremely obnoxious.

He got visibly mad and emotionally upset because several students including myself were not holding the knife EXACTLY like he demonstrated. What a narcissist. It is a job for bottom feeders. The place is sloppy, filthy and unsanitary.

They mix food together that all the students hands have been in and then they serve it to everyone. The cooking classes are BYOB and they allow drunkenness. The evening classes are often fully booked and the space is too small, cramped and congested which contributes to the sloppy filthiness. The meals are not consistently good.

Some recipes are awful. The classes are rushed. The "chefs" typically arrive at the very last minute for scheduled class start time and unprepared or 10 to 15 minuets after the class start time. They yell at you to wait outside until they are "ready".

The kitchen assistant team always seems irritated and behave like they would rather be anywhere else. The cooking classes are an overpriced frivolous novelty that most people attend only once or twice because the experience is not worth the time or money. The the students who make a habit of coming back are without exception those who are desperate for social interaction they can't seem to find anywhere else. I purchased a $300 gift certificate on line from Sur La Table for my wife.

I selected the option on their website to email the certificate to her email address. Sur La Table's system immediately charged my credit card but has not emailed the certificate to my wife. I researched their question and answer page on their website hoping to find out why. There are several questions posted on their site from customers who were also concerned about why gift certificates they purchased to be emailed were not emailed timely.

Sur La Table ignores or refuses to respond to the questions. Some questions pertaining to this have been posted for over a year and Sur La Table has not responded to a single one. Most of the products they sell are highly profitable overpriced cheaply made gimmicks designed and marketed to attract naïve customers.

Some of the products they sell are good and can be bought elsewhere. Don't waste your time or money supporting such a lousy organization.

View full review
Cons:
  • Customer service
  • Unprofessional customer service
  • High prices

Preferred solution: I want everyone to know how lousy Sur La Table is.

User's recommendation: Do not waste your time an money

Anonymous
map-marker Tallahassee, Florida

Missing item was shipped separately. I was not advised in advance that such was the case.

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I ordered three items. Two were shipped to me. I did know where the third item was. Eventually, third item was received.
View full review
1 comment
SurLaTableCares

I am so sorry you didn't received tracking notification that the third item was being shipped. I do apologize for any inconvenience that you experienced. Please reach out to us at escalations@surlatable.com and reference ticker number #2022072163016335 if we can be of any further assistance

Anonymous
map-marker Belleville, Michigan

Positive customer service experience

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Bought some glasses online, the email discount code wasnt taking off the full amount on my order. Called the customer service line, they were very kind, helpful, and helped me in a timely fashion. Considering how many negative customer service experiences Ive had in general since the pandemic started, this was a breath of fresh air.
View full review

User's recommendation: Call customer service to improve your day

Janice D Gsu

Horrible customer service and way overpriced

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Updated by user Mar 18, 2021

Disputing to pay pal

Original review Mar 18, 2021
Couldn't write message on registry gift ,(so how would they know who sent gift). Items were still in registry AFTER I purchased so couple could receive several of the same items when they wanted only one. Customer service was not authorized to correct or to cancel order or even to call supervisor. Two people told me"Jessica" their supervisor would call back. Never did and I knew she wouldn't. She coached the Frontline workers to say they were unable to help so I KNEW I WOULD NEVER HEAR FROM JESSICA.
View full review
Loss:
$82
Pros:
  • Jessica
  • Claim to have quality products at reasonable prices
  • Products
Cons:
  • Union street
  • Non responsive customer service
  • Unprofessional customer service

Preferred solution: Item u ordered still in registry. Remove it

User's recommendation: DO NOT BUT FROM THEM. IF THERE IS A PROBLEM, THE PROBLEM WILL BE YOURS ONLY.

Anonymous
map-marker Seattle, Washington

Defective product

I ordered an electric kettle that leaked. I asked to be sent a shipping label. They said no. In the original package, it costs me more than the kettle to ship it back. They then told me to take it back to a store during the height of covid19. How far do you expect me to drive?
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User's recommendation: use an online presence that can deal with returns.

Jan G Nif

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Be Alert to Cancellation Policy on Backorder Items

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I was a customer at a local Sur La Table shop which closed permanently, so I went online to search for a specific item for a birthday gift. I routinely read reviews, but because I had been a customer I failed to do so.

My mistake! At the time of the order there was a projected delivery of within a week. Upon confirmation of the order, I received notice it could be 14 days or longer due to Covid 19 delays. I immediately requested cancellation of the order via email to customer service due to uncertainty of delivery.

There was no response. Then I received notification the item was on back order. I then called customer service followed up by 2 emails to request cancellation and a refund. The Rep advised she would put in a ticket for cancellation, but it might require some time which I found unusual and frustrating.

I then received an email response stating once you place an order with them, you Cannot request cancellation! Ive shopped online for 30 years and recently weekly with multiple sources. I have never had a refusal of a cancellation if the item is out of stock or on backorder. I would give this store 0 rating if that were possible.

I do not recommend your shopping with them unless you understand about cancellation and shipping policies. I also do not feel I should responsible for shipping a return based on the fact they have a needed item on backorder.

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Preferred solution: Full refund

User's recommendation: Read reviews before you shop on line!

Nathan G Yqe

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Bad experience

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Very dirty while I was taking a cooking class in Southlake and I noticed Health code violations. I witnessed a mouse/rat that ran across the floor. Before that I saw violations that wouldnt pass inspection but shortly after I saw the mouse/rat run across the floor I immediately walked out. Dont come for the classes, awful experience.
View full review
Loss:
$158
Cons:
  • Cooking classes and over priced items on sales floor

Preferred solution: Price reduction

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