Sur La Table

We placed an order for Le Cruset cookware and when we put in our credit card information, it automatically placed the order, sending it to an incorrect address. Within minutes of placing the order we informed them of the issues via their "customer support" email. We called the next day to address the issue and they explained they could do nothing to correct the problem, acknowledging that the package would ultimately be shipped via UPS to the wrong address Their arrangement with UPS does not allow the customer to re-route the package, and Sur La Table explained on the phone they would not lift a finger to resolve the issue. Upon further correspondence with their customer service department they indicated that they would not issue us a refund for the purchase and they were perfectly content to keep our money, fully knowing we did not receive the package.

Vee (Skokie store) and Edward (manager customer service) are great an truly care about customer service!
Purchased a Sea Salt Dutch Oven online while in the Store. I was told that I wouldn't lose my rewards if I needed to exchange it. Well... it came damaged and when I called the store nobody knew how to do the exchange and not let me lose my rewards. I asked if they could find out and the manager told me to call Customer Service and find out.The manager actually hung up the phone on me because he said, the call was was too stressful for him. Edward in Customer Service was great and jumped right on the problem. Vee called me the following morning to try to remedy the situation. She has been great and we are presently trying to solve the problem.
Sur la Table: people go into your store and are excited to be there and purchase an item. They do not go there to be treated like they don't matter. Why do you hire people like the present manager? I will spare him and not use his name.

I purchased a nice set of knives for my daughter in NYC. She attempted to return them at the store and was turned away by rude persons. I've tried repeatedly to contact them but they have never,in months have responded. This is no way to run a company. I am furious. It's a lot of money. I feel taken advantage of. Ripped off.

Tried to cancel an online order within one minute of placing the order and was told "it's already being processed" and they can't cancel it. The closest location is several states away. SO angry.
Will never order from them again for anything ever.

When contacted less than an hour after making a purchase, the merchant refused to provide a way to cancel the order. They are forcing the item to be shipped and have me ship it back or try to refuse the delivery, then beg them for a refund. And wait for that refund to be processed.
That is the way Sur la Table says we don't value your time nor you being a customer.

I ordered a coffee grinder and paid for expedited delivery for the same day as my grinder died. Received a notice that it was delivered but I did not have it and my ring door bell proved it was not delivered to my address. Called the store and was told they couldn't help and given the toll free number. After waiting 45 minutes on hold, I was told that they would follow up and get back with me by in the next morning. No offer to refund the $10 expedited delivery charge. Well needless to say, I never received any follow up communication from them. I went door to door in my neighborhood and found the package delivered to the wrong address, not even in the same number sequence. This purchase is my last from this company.

On their Web site, Sur la table list a regular phone number to call, but make their toll-free number almost impossible to find. In fact, I didn't even know they had one!

Using the non-toll-free number, I called them up recently, and at the beginning a message said that my wait time would be "over 2 minutes." Well, after staying on hold for a good while, I finally just gave up. On another site, one customer said they were waiting for over 40 minutes and still no one picked up!

Anyway, I decided to submit a ticket instead. And in their automated response, they listed their toll-free number! I was shocked.

So... I wasted some of my own good money calling them (though they never answered) instead of using the toll-free number that they try so hard to conceal.

Very sneaky, deceptive company.

I had a simple question about a cooking class I had purchsed online and called the Customer Service number at *******852. The recording said "your call is very important to us". I doubt that. The recording said wait time less than 2 minutes. Well 25 minutes have already passed and no answer.

Sur La Table offers great product at a good price, but never have I had to reach out for any issues before, and now knowing how great their service is, I will definitely keep them in mind on future online purchases. I purchased several drinking glasses for Thanksgiving and a few of them (although packaged well) arrived cracked or broken. So I emailed them and Sebastian responded right away and took care of everything, and even had my glasses shipped and delivered before the holiday which was only a few days away! I can't thank you enough for making it such an easy process and helping me out so quickly.

I ordered a very expensive casserole dish on-line, only to open the package and find a baking sheet instead. I emailed costumer service and never got a response so I called and was put on-hold for 40 minutes only to speak to a poorly trained employee who took another 15 minutes to tell me that it was my responsibility to package the baking sheet, print out the return label and, at my expense, ship it back to the company. Once they received it, would they send me what I had ordered. That didn't seem reasonable to me as the only reason I ordered the item on-line was for the sake of convenience. I called back two more times asking to speak to a manager, but my request was never granted. I honestly think Sur La Table may have the worst customer service in America.

Run from this lying company. On their website, they list items as in stock. Once I ordered items, one was in fact back ordered and the ones "in stock" would take 10-14 BUSINESS days. That's about 3 weeks in calendar days - for an item "in stock". Due to these time frames I called and wrote to cancel the order. The website said the items were in process not yet shipped. They would not cancel the order. This company used to be great and I ordered a lot from them. Now, they really stink.

Excellent dish The menu is large and of especially good quality for the season. Unquestionably good dining. Even though it can be pricey, it's worthwhile, and different nights have different deals, so it's worth looking them up before making a reservation. Highly suggested.

After making a purchase on their site wedding registry, Sur la table lowered the price on the item by $40 and would not give me a credit for the extra amount. I do not believe that buying from their wedding registry should be equated with general purchasing and supposed time restraints for discounts/refunds.

I ordered a gift card for xmas with 2 day deliviery. Do I have to tell you 5 days still not here. I call the store and asked if I could convert to an e certificate. Nope, you have to call customer service which of course is closed for 3 days. So much for this xmas gift.

Finally got gift card. It was shipped USPS Ground Advantage which is 2 to 5 day delivery window. Blatant miscommunication and misinformation by Web that directly CLAIMED 2 day delivery.
Stay away from this business.

This company has the worst customer service I've ever seen. I made an order and they decided to add there own address to send it to. When I emailed to request it be changed to the address I provided. They responded we can't do anything. Have your bank deal with it.

I ordered several items. Some arrived with no explanation for the missing items. I had to contact them. They responded that missing items were back ordered for several weeks. I said in that case please cancel those items. They refused, saying that once an order is placed it is locked' in their system and cannot be cancelled. I find this ridiculous. So they have my money in ransom. This is not customary and if I had known i would not have ordered. Distasteful at best. Will never use again and do not recommend.

I had made an online purchase from Sur la Table for some housewarming gifts. According to the tracking number provided when the order shipped, the package was delivered to the front door of the recipient. However, there was no package at the recipient's house, and in the event the UPS driver delivered to the wrong house, she went to all her neighbors and asked if they perhaps had the package, but her neighbors did not receive it.
When I called Sur la Table, I was told that since the order had already shipped, it was no longer their responsibility and they could not do anything. They told me to contact UPS to file my own claim and that I would need to take it up with UPS. There was no offer for a refund nor an offer to re-send a new package out to the recipient. So in essence, I paid them over $93 and received... nothing.

Purchased a cooking class November of 2022 during the Black Friday sale, for a class being offered in January of 2023. I received a call from the Tampa store-
I was informed they cancelled the class as the store is going through inventory.

This was a gift for a friend for the holidays we both took time off work to attend the class and we're very much looking forward to this experience. I still planned to reschedule the class at a later time. I called store- Sur La table, I got a woman on the phone who
Directed me to call Customer Service.

I did as instructed- I spoke to a representative explaining the class being canceled was not in my control, and asked if they can still honor the sale price for the same class. After over 30 min of back and forth. They denied the request, suggesting I wait for another sale. I asked to speak to a supervisor (who refused to get on the call). I'm very disappointed in the customer service. Highly unlikely that I will book anything with this company.

Terrible service today at Southlake location! I was trying to get help from a Hispanic lady when every other employee was busy and when she wasn't with a customer and saw I needed help she ignored me and went to the back and never returned. Very rude when I was trying to get help. Don't come here if you want customer service.

As a Bride, I thought My phone call to check to sent a gift would be simple. It has been 2 months now and I can't get them to pick up the phone if I do I am on hold or they give me another number to be on hold. That said I sent already two emails, without a response, but I got a number for the claim. I am laid back this is not an emergency so why has it taken hours and months on the phone to get no information. I know what day it was purchased still looking for the name. The knot was also not helpful. Briefly I talked to someone that felt badly for her company with no solutions or doing any work, zero self determined solutions to find out who sent my gift. I said I don't feel badly for them the credit cards all go through and they are making a ton of money! How do they plan on staying in business like this. I see why the Santa Monica location is no longer. These products are not unique. I liked that they have a good selection. It is reverse customer service you call and you are supposed to listen about how hard it is on them, Just figure out the information and call me back. It is not about feelings it is about information. Take responsibility good Lord. It is not difficult. I miss the times when people said I am sorry mame and we will get you that information.

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 wouldn't pass inspection but shortly after I saw the mouse/rat run across the floor I immediately walked out. Don't come for the classes, awful experience.

I made a purchase at Sur le Table number 133 before Christmas for gifts for my husband. Due to many of these stores being closed down I had to drive an hour out of my way to purchase these items for him. Unfortunately our Christmas got delayed because of Christmas. My husband did not approve of the items I purchased so I try to return them all intact in the same bag with a receipt tags on every item, none of these items were seasonal as they were all utensils for the kitchen that they sell every day in the store. These items could be literally put back on the shelf right now to be resold however the store manager was very rude and would not even make an exception to make these returns happen. I explained the situation and then I asked her corporate number after getting transferred three times while standing inside the store corporate was not able to help me due to the simple fact apparently that I did not make these purchases online. I am very disappointed in this customer service I would like to be contacted ASAP about this. I could completely understand exceptions not being made if these were seasonal items marked on items or items they don't sell anymore or from even a different store but this was the store that I got these items from. I had to drive one hour to make this return happen as we were out of town and was not able to get here sooner. I honestly cannot believe how lacking good customer service is in this store! Store number 133 in Centennial CO

I bought a cooking class that is a month away, and the response I received was beyond unhelpful. I was told I had to go in person to a store to ATTEMPT to get reimbursed for a class I bought online that is a month away. WOW.