Sad Sack C.
Posted
There is no Customer Service at Surlatable in Tysons Corner, VA.
This review regarding the customer service at Surlatable is easy. There is none. The Tysons store is fully staffed with many employees standing around, but at check out there were only two staff, one checking out customers and one spending an exorbitant amount of time trying to find a pan for one customer. Meanwhile the line had a dozen customers and the wait to check out was twenty minutes. In addition, when we got the item home, a simple spatula, we discovered that when you removed to store marking and tags there was a dangerously sharp edge to the spatula making it very dangerous to use. We tired calling the store and I have been online for 31 minutes listening endlessly to an annoying loop of an announcement touting the wonders of Surlatable, employment opportunities, and delivery service. This announcement became became annoying after about 100 times. So, my suggestion is to patronize the many, many other options for kitchen items. Hopefully, you will be rewarded with a company that actually has customer service.
Response from Sur La Table· Jan 8, 2026
Hello, Thank you for taking the time to share your experience with us. We’re very sorry to hear about the challenges you encountered, both in-store and afterward, and we sincerely regret the frustration this caused. Waiting an extended amount of time at checkout is understandably disappointing, especially when the store appears adequately staffed. This is not the level of service we strive to provide, and your feedback regarding the checkout experience at our Tysons location has been shared with store leadership for review. We are also very concerned to learn about the condition of the spatula you purchased. We appreciate you bringing this to our attention, as it will be shared with our quality and merchandising teams. Additionally, we apologize for the difficulty you experienced when trying to contact the store over the phone. Long wait times and repetitive messaging are frustrating, and we understand how that added to your overall dissatisfaction. We truly regret that your experience led you to feel this way, and we appreciate your candid feedback. Comments like yours help us identify where improvements are needed, and we thank you for bringing these issues to our attention.