Sur La Table

I was displeased when trying to return an item that I ordered online. I called customer service and asked how I can return the Nespresso machine and the woman on the phone said I can mail it or return it to a nearby store. I decided to take it to the store in San Diego with the receipt and the manager said he cannot except my item and walked away. I said I just walked carrying this heavy machine for 3/4 of a mile and am not carrying it back, stating customer service specifically said I can return the purchase to a store. The manager continued to walk away to the back of the store. I said I'm leaving the machine and will deal with it through customer service. Lo and behold customer service refunded me just today. So the 5 stars is for the customer service manager!

Amazing customer service. An actual person answered the phone right away. My shipment arrived damaged, Christopher handled the situation in a timely manner and arranged for replacements to be sent. I am a customer for life now.

I have placed a duplicate order. I tried to cancel one of them but it was too late. It looks like I'll have to go back to the store to return it - Which gives me something to look forward to - I love shopping there!

Shout out to Ricardo in customer service- he was pleasant and very patient with me and answered all my questions. He had a nice sense of humor as well.

I ordered a few things from Sur La Table, and one of them was broken when we were removing it from the packing. I contacted Sur La Table customer service via email and was blown away by how responsive and helpful they were. They not only said they'd send a replacement, but didn't require us to send the original item back to them (as so many online sellers do). The customer service representative who handled my complaint was friendly and very reasonable. I'd give him an A++ if this were a grading situation!

I have taken several online classes and purchased plenty of kitchenware from Sur la Table and have always been pleased. However, this week they went above and beyond. I signed my kid and a friend up for the teen cooking camp. They were so excited to learn to open their own restaurant. And honestly we were hoping they share with us. But, last week they both got COVID. I assumed we would be out of luck. Without hesitation Sur la Table gave us a full refund. We'll be sure to take the class another time.

Ordered a carving board 12/2/22. Great sale price and "in stock", fast forward 24 hours, received notice it is not in stock but should be by 12/7/22, fast forward again and get notified it won't be in stock until late December even though it is still listed on the website as "in stock". Called to see if I could change the delivery address since it is a Christmas present. Told I could but would need to pay full price. Feel its not a scam but a bait and switch. If you want something as a gift, order several months ahead. Will wait to receive the sale price, but Sur La Table will not get any more of my business. Not a unique store.

I'd ordered a two pack of sheet pans, one arrived with a dent, one call & Guillermo had a replacement on the way.
A few days later I was going to wash the second (not dented) pan when I realized it was bent and wouldn't sit flat. I was a little embarrassed I'd not checked both.
I replied to Guillermo who immediately had that second pan on the way too.

They both delivered today in perfect shape.

It's easy to order online and when there's a problem, reaching an almost immediate resolution makes me want to shop at Sur La Table for all my kitchen needs.

Kudos

This summer I ordered a cuisinart ice cream maker that was offered by other vendors, but the best deal price wise and shipping was Surlatable.com. And the ice cream maker is one of the coolest kitchen appliances I've ever bought - definitely worth the cost to be able to so easily make your own IC!

I had one of two packages go missing after delivery. I called with no order info as I had accidentally deleted it all and Itzel was able to find all of the info and fully resolve my situation in just a few minutes. Thank you for the great customer service!

I ordered a casserole dish during an online sale as a wedding gift and was shipped the wrong color. I reached out to customer service via email and was connected to Rafael who provided very friendly, helpful and quick support to resolve it. Since my original color ordered had become unavailable during this process, Rafael helped to make sure I was shipped a new dish, in a preferred color, at no charge. I am very pleased with my experience with Sur La Table and excited to be able to use this dish for the gift as intended. Will definitely be ordering from here again— thanks to the help of Rafael!

I had purchased a virtual cooking class and it was not clear on the site if I needed the purchase 1 ticket for 2 for two people. I had reached out regarding the zoom link and the CS rep Carolina realized my error and refunded me for the extra ticket that I did not need to purchase. Most companies would have likely said nothing. I truly appreciate this refund and look forward to the class

I recently purchased a set of pasta bowls from Sur la Table and both arrived broken. I got in touch with customer service and Alma was very helpful. She went above and beyond to make sure I got the replacement bowls and they arrived in time for the event I purchased them for.

While the cups of boiling, pale-coffee colored liquid flooded the kitchen counter and floor, we wondered wildly - "What are we doing wrong?!?" and "What is the return policy at Sur la Table?!?" What a relief to hear Heidi on the other end of the Customer Service Line!
She was concerned, charming, knowledgeable, and helpful. Music to my hears, to hear Heidi assure me that yes, the machine was defective, if it was pouring out cups of steaming water, rather than the amount for one espresso. Yes, Sur La Table would refund the entire cost of the machine. No, they would not charge for shipping it back.
Thank you, Heidi, for your humor, and your help.

Customer service: I just placed a telephone order with Heidi. Taking a clue from the scouts, she was helpful, friendly, courteous - She verified all order information as we proceeded through the process. Her accuracy and attention to detail was most welcome. It was a pleasure doing business with her.

Needed a cancel 2 seats to a cooking class. I was bummed that the only way to do it was to call, expecting long wait times and inefficient service. Boy was I surprised - I was on the phone with Ruben and the cancellation was completed in 2 minutes (literally).

I don't have a lot of experience with Sur La Table, but this service gave me the confidence to book something else immediately.

We had a paid-in-full reservation for their "Date Night" cooking class. On the day of the class, an emergency came up, so there was no way we'd be able to make it. I gave them a call to see what our options were and spoke with a wonderful representative named Sayne. After explaining the situation to Sayne, she put me on hold for a few minutes. I fully expected that a refund of any sort would not be given, since it was the day of the class, and was surprised when she came back with the great news that they would issue us a Virtual Gift Card in the full amount. We will be rescheduling our class in the near future and very much look forward to having a great experience!

Had trouble ordering on their website. Wouldn't accept the promo code.
But Cesar the customer service rep. Took my order as well as applying the promo code for the now discounted total. Yay! He was happily
willing to help me in anyway. Hope he answers my call the next time I may need C. S.

I signed up for a cooking class for me and my daughter. Unfortunately, I had to cancel because of my scheduling conflicts. Quick, easy, and professional customer service! I did cancel well in advance of the class, and I look forward to trying a class in the future.

I have purchased 2 items from this company for far and have been completely satisfied with both. The items were exactly as described, and I got a good price for them. They came very carefully packaged and arrived on time. I will use this company again!

I just love the silicone fork, so I ordered some for gifts. The first time I attempted to place order, I could not understand the rep's name and suddenly I hear a child and my connection was broken. Then, success. Daemon answers my second call and politely got my order!

Last week I had attended my first cooking class at Sur La Table at our local store. They had forgotten to email us the recipe prior to class as well as didn't provide us one during the class, so I had called our local store a few times to get the recipes, but never heard back. I emailed the customer service & Heidi (Customer Service Rep) was very quick & responded back to me with the recipes for the class within 24 hours! I took away the one star only because the class instructor/local store should have emailed or sent us the reciped during or prior to class but I loved their customer service via email. Thanks

Upon opening my order of Nova Deruta Lemons Salad Plates and Cereal Bowls, I discovered two of the salad plates were the wrong pattern. A call to the customer service line was all it took. Heidi immediately rectified the problem, and two new plates are on the way. What a delightful experience! And, that's what will keep me going back to Sur La Table.

My buddy, who is a bonehead, couldn't locate the date/time of the SLT cooking class he signed us up for, so I called their customer service number to get the missing information. I was not placed on hold or anything. Heidi just answered the phone, asked me for the order number and identifying info, and gave me the information we needed. Heidi was courteous and helpful, and confirmed the location of the cooking class as well. Really quick, seamless experience. Really professional customer service.