Sur La TableReviews of surlatable.com

Although the bowl I ordered was damaged in shipment, Sur La Table made it easy for me to receive a replacement. Thank you to Alfredo Garcia for his very prompt attention to the replacement as it was needed for a shower gift. Much appreciated!

I'd purchased an All Clad pan from Sur La Table only to see it go on sale a bit over a week later. I brought this to their attention and Monica B in Customer Service provided a complete and prompt update to match the new sale price. Will do business with them again! Would give 5 Stars if they would have highlighted this and offered the lower price. Certainly not expected, but that would be 5 Stars!

My delivery for Sur La Table ran late on one of two items. There was - initially - no follow up by Sur La Table on the delayed shipment until I wrote to their Customer Support. Once I heard from Brenton Lopez in Customer Support, I received the support needed to determine why the shipment was delayed and to get it back on track. Thank you to Brenton for supporting me to resolve this issue.

I ordered 2 platters from Sur La Table, but unfortunately, both arrived broken because they were shipped without proper packaging. However, Ian in their customer service department was excellent. He was incredibly helpful and arranged for replacements to be sent out right away without any hassle. While the initial packing was disappointing, the fast and helpful service made up for it!

UPDATE: Following this review, Freddy (Customer Support Manager) reached out to clarify that a system issue had prevented the full refund from going through on PayPal’s end. He manually processed the correct refund of $25.93 and provided confirmation. ​I appreciate management stepping in to take ownership and fix the issue promptly after seeing my review. However, the original experience—receiving an item packaged while broken and needing to post a public review to get a response—was frustrating. I am adjusting my rating from 1 star to 4 stars to reflect that customer service did ultimately make things right. ​ I am deeply disappointed with my recent experience ordering plates from Sur La Table. ​The items shipped separately, and the very first plate I opened was cracked. What makes this worse is that the box arrived in perfect, undamaged condition and the plate was wrapped carefully—meaning it was packaged and shipped out already broken. No one bothered to inspect the item before sending it. ​Things went from bad to worse with Customer Service: ​The Promise: I reached out, and they agreed to a full refund. I even received an official email stating my refund of $25.93 had been processed. ​The Reality: PayPal notified me of a refund for only $3.46—which turned out to just be the "Worry-Free Delivery Service" fee, not the cost of the damaged item. ​The Silence: I immediately emailed them back to fix this discrepancy, and they have completely ghosted me. ​To ship broken items and then mislead customers about full refunds feels completely deceptive. I feel cheated and will not be purchasing from Sur La Table again. Buyer beware.

Update: I received the item today. Unfortunately the tracking issue was never resolved, but the company did reach out to apologize and offer a resolution. I appreciate the customer service, and hope in the future, such issues won't be allowed to devolve as this one unfortunately did. I've updated the rating to reflect the resolution. I ordered an item for the first time from them on Friday. Received an email with a faulty tracking number; it displayed an error code when I clicked on it. Went online to try to resolve the issue and wrote a message using their message system. Clicked “send” and received an error message because their message system couldn’t find my order number. Decided to call them. Sat on hold forever, then finally someone answered and put me on hold again while he… checked something? After fifteen minutes he came back and told me he would have to send a message to the warehouse, and he would get back to me “within a few hours” once he knew where my order was. Waited all day. Finally decided to call back at 4:00 pm. Spoke with another service agent who told me it would take “24-48 hours” to locate my package. At this point I’m irritated. I told the service agent why, detailing all the above and swearing the company had lost my business. Service agent was stoic, unapologetic, and disinterested. Never ordering from this store again!! I still don’t know where my package is.

I bought a tagine online in November 2025. The first one arrived broken. I had to go through a few hoops to get it replaced, but they did send a new one. The second one also arrived broken. I had to go through more hoops just to get it replaced. I was unable to use it for a few months because of my schedule, and finally used it at the beginning of May. I made a Moroccan dish, used the tagine responsibly in the oven, and as I was taking the chicken out of the dish, noticed that the whole bottom was cracked after just one use. When I called Sur La table customer service, I was told that there was no recourse because their short window of warranty time had passed. End of story. Not even an iota of remorse. It was only after an initial bad review on trust pilot that I received further communication from customer service. At that time they offered either to replace the item again, which I decided was not prudent given that it had initially had poor packing and shipping problems and then the breakage after our first use. So I opted for their other offer which was a gift card to compensate for the purchase. I’m sorry it took an initial difficult review to get their attention, but I am grateful that it did in fact, get their attention to provide good customer service that I would expect from Sur La Table.

I had a missing item in my recent order, but Sur La Table staff Brenton Lopez was prompt in researching the issue and responding to my concern with the coming delivery date for the expected item.