Sur La TableReviews of surlatable.com

If I could give zero stars I would. After logging into PayPal to check what the shipping and tax would be, when I hit the return to sellers site it processed the order without my confirmation. I immediately called to make sure it was canceled but after being on hold for over an hour I was told that it's too late and the order has processed. As of 48 hours later the order still has not processed, and on top of that, the items which I explained were the only items I actually wanted were canceled the following day. The next day I waited on hold for over three hours and asked for a supervisor which I was told that none are available. This is not customer service, instead a disservice. This company is a scam. Unfortunately I will now have to spend hours contacting my bank and PayPal to dispute these charges.

I ordered 2 sets of Peugeot salt and pepper grinders as gifts. They arrived with 2 each in paper bags. one of the pepper mills had come out of the bag, come apart and peppercorns were strewn on the bottom of the box. The top of the mill was marred. These mills are pricey and I was appalled at the carelessness of their packing. I contacted customer service and provided pictures as they requested. I was told I would hear back in 1-2 days. It has now been 4 days and I have heard nothing. I sent a follow-up email which also has not been responded to. I purchased from this company because of their reputation but, clearly, that was a mistake. I do not plan to make any purchases in the future and will warn those I know to beware.

Ordered a grind and brew coffee maker which was on back order on October 2, 2023. Product came back in stock on October 13 and they charged me for this product on this date. They “created a label” and added a tracking number but never actually shipped a product. The customer service (I have spoken with several different people) all claim they would give me updates within 24-48hrs which never happens. They (3 different customer service agents) claim they will “contact the warehouse” but for some unknown reason that also takes 24-48hrs. They have now had my money for 10 days and I can’t get them to replace or ship out the coffee maker and have had to follow up with them many times. All of customer service apparently has “no authority” to provide customers with replacements for items that were never shipped to begin with. Very frustrating company to deal with. First and last time I will ever order anything from this business.

Sur la table has the worst customer service I have dealt with in a while. I ordered an All Clad Skillet, they sent me the fry pan. I ordered twice thinking my first order didn’t go through and less than 24 hours later, customer disservice says, “nothing we can do!! The wharehouse has the order and apparently sur la table has no ability to communicate with their wharehouse which fits because they can’t communicate with their customers. At the end of the day, they charged me 13$ to return an item that they could have prevented from being delivered. Williams and Sonoma clearly wins the store to go to for all your cooking and culinary needs. What a complete joke of a company Sur La Table is.

Terrible, terrible customer service. If I could leave no stars, I would. Should have read reviews before ordering from SurLaTable. Rep was difficult to understand, consistently talked over me, and when I asked for a supervisor, she refused my request. I asked why no response to my prior four emails, she said they have 72 hours to respond. So, "too bad" for the customer. Rep specifically stated that I should have called rather than emailing, if I wanted a sooner response. Well, that's not what their email response states!! I got two "tickets," each advising to respond to that email for service, which I did. And the rep was obviously reading off a script, same response over and over. And accused me of being the rude one. I don't believe those positive reviews. UPDATE: Received the Staub griddle pan and, as expected, the box was beat up and the griddle has a small chip in the enamel. I note from the shipping label, the item came from JA Henckels in Pleasantville NY which is part of the Zwilling conglomerate. Beware, beware. Search the reviews for Zwilling!! Not good. I will never, never order from either Zwilling or Sur La Table again. SLT's bankruptcy is evident in their total lack of CS and quality. Please tread carefully in this maze. And research the holding companies as well. UPDATE 2: Marilyn from Customer Services reached out to me in response to my concerns. A very positive conversation, with apologies for the CS interaction. I am very appreciative that she took the time to address the situation. Offered to correct the griddle snafu, but I opted to keep what I received. No problem. Thank you for your concern and willingness to correct the mix-up. And I will order again in the future.

I live in the 57st area and wanted to take a last minute cooking class. The class was closed (weekend class). I had some time on my hands and decided to stand out side the classroom. I found the instuctor and class dynamics very interesting. I was standing by the door ( facing the back of the students - to my knowledge, No one knew that I was there). I was asked to leave, (by the store manager) because my presence was disturbing to the class. Funny, what I observed was the students being very engaged in the class. I was dissapoined by the pettines and rigity in policy. I guess the concern was that I would learn without paying the fee. Last time I checked, Youtube and many other services offer the same for free. The lack of empathy and pettines spolied what was otherwise a very professional and educational experience.

I ordered a Le Creuset item online that came with a spot of discoloration on the internal cooking surface. I called the customer service number to ask if this is still safe to use. The agent on the phone instructed me to clean the area with soap and water, but when it wouldn't come off, he recommended that I exchange it for a new one just to be safe. I chose to do an exchange at the nearest store, which is the Albany NY location. I felt very unwelcome in the store. When I first walked in, it was confusing where the exchange/return counter is. When I approached one side of the counter with an older, female employee, she didn't even let me finish my sentence to explain the reason of my visit before starting to talk to somebody else on their internal walkie talkie thing. I believe she was calling for somebody else to help, but I thought it was rude to interrupt me mid-sentence. Afterwards, she just gestured me to stand to one side and started to help somebody else. I waited for a while and eventually an older, male employee helped me. Unfortunately, I felt very disrespected during my dealings with him. I explained what led to my visit and asked for an exchange. He started to inspect the pieces for return before I could even tell him where the discoloration is. He then started to doubt me, saying things like, "I don't see anything." After I pointed it out, he said something like, "Oh, this little thing?" I explained that I wasn't sure if this is safe to use, he said that "Of course it is, it's all hand made." I explained again that the customer service agent on the phone recommended an exchange just to be safe, he sort of shrugged and begrudgingly continued with the process. Everything else worked out until the end, when this employee made a rather snide comment after I inspected the new pieces I will take away, something like, "Whatever makes you happy." I reiterated that I won't even be coming in if not for the recommendation of customer service on the phone, and he just repeated again with more force, "Whatever makes you happy!" I was taken aback because I felt I had the right to an exchange, but I still thanked him for the help and left after that. I felt like the older, male employee was very annoyed that I came in for an exchange for reasons I believe is valid. I felt that he was also judgmental for why I wanted an exchange. I have other Le Creuset products and have had them for over 6 years. None of them have had this discoloration problem right out of the box. I believe this discoloration could mean a problem with the enamel layer that could be a potential health hazard. It felt very disrespectful to be doubted and having to defend myself for a normal exchange process. I won't be coming back and will try to order directly from the manufacturer website from now on.

If I could leave no stars I would. I ordered for a wedding and my Paypal payment apparently "overrode" the address options and now the package is being sent to a random billing address that was stored in my Paypal. Support was not helpful, and reading off a script. If your system cannot handle Paypal payments without overriding the bride and grooms address - don't offer that service. Now I have to rely on either Paypal or UPS to help me get the package not delivered to a random address.