Sur La TableReviews of surlatable.com

Crooks, did not want to accept defective pot.

I ordered a 7.9" fine mesh kitchen strainer from Sur la Table, and the confirmation email I received says: Items Ordered: Rosle Fine-Mesh Kitchen Strainer With Round Handle, 7.9" (they used the HTML characters for the "o" with two dots that is part of the Rosle name, and the HTML code for ") I received a 3.1" tea strainer, and when I called Sur la Table (twice) to request the item I ordered, they told me that I ordered the 3.1" strainer. There is nothing on the confirmation stating 3.1". I was told I should have checked the SKU number. I am not aware of any other organization that requires you to confirm your SKU number when you place an order. I am very disappointed that the item description is what I intended to order, but I am being told that is not what I ordered, and that the description covers both the 7.9" strainer and the 3.1" strainer, even though it only says, '7.9"'. All they can do for me is allow me to return the incorrect strainer at no cost. They will not replace it with the item that matches the description - they are saying that the description covers both the 7.9" and the 3.1" strainers. I believe this is misleading at best, and dishonest at worst. I will not be buying from them again. I do not see a request from Trustpilot for additional information.

I ordered a knife set ($$$) for my daughter in NYC. She attempted to return them to the store in Manhattan. She works there but doesn't live there. She was met with rude behavior and their refusal to accept the return. I attempted on at least 4 occasions to contact them over the last months. Nobody has gotten back to me. I have all the information. Those knives weren't cheap either. So I'm extremely angry with this company. My daughter went there within the return window. Nevertheless the return was not accepted. Why not? The knives were intact. Everything in order. She had the packaging. And when I attempted to contact the company with all the information no one got back to me. Repeatedly. Oh yes, I got the automatic acknowledgement that they'd received my complaint and would get back to me. Nothing happened. No follow up. Just dead silence. And an endless stream of emails trying to persuade me to buy more stuff from Sur la Table. How's that for rubbing salt into the wound? I'm embarrassed that I made this purchase at all. Didn't know the dishonesty. Never again. Huge mistake. I see that they've hooked up with Amazon. Too bad for the folks who get roped into buying stuff from you. But to simply not respond? That's a bad way to run a business. Just an opinion, but word does spread. But those knives represented a profit to them. So why accept the return? Or even allow my daughter to exchange them? Nope.

Purchased a Staub 7qt cast iron pot in November that arrived with a chip in the enamel finish. Emailed the company. No response for weeks. Then made the effort to stay on hold for an entire HOUR to speak to customer service. Did reach a rep who asked me to email photos of the chip. This was Dec 4. I took photos and emailed as requested. Almost a month later, no response. A lot of $ to spend on damaged pot. Do not recommend. 1/22/24 Did manage to actually to resolve this but still a bit chaotic. They opened two tickets as two separate customer service people reached out to me. A refund is in process as I sent the item back after receiving a UPS shipping label. Took almost 2 months, but lcompany finally able to make it right. I miss having the local store in Minnesota available—this would have been so much easier. Raising from one to three stars.

I purchased the Sur La Table 8x8 baking pan. Before I used it I put it in the dishwasher. It came out with a very sticking coating all over it. I tried to clean it but the sticking coating would not come off. I took it to the store where I bought it. The sales person said it was not returnavble because in the ONLINE description it states it isn't dishwasher safe. But there was nothing on the package that states that. The other products (made of the same material) at the store do not state it either . Who buys a product at a store and then checks the online description to find out about the product? really bad customer service.

My third call to try and reach someone at the main customer service line. I have been on hold for 40 minutes. The announcement at the beginning of the call told me the wait was 2 minutes. Do not appreciate this experience.

I ordered a virtual gift card in the amount of $100 on 11-20-2023, for a birthday on 11-24. The order was confirmed, but the virtual gift card was never delivered, and two follow-up emails over the past week have yielded nothing but an automated response telling me my customer service "ticket" has been submitted. Terrible customer service. I finally decided to dispute the charge with my credit card provider.

Apparently, placing an order with SurLaTable is like launching a space rocket! Once you (even accidentally) clicked the order button, the order can’t be canceled under any circumstances, even if you call them within 10 minutes of placing the order! I was on the line for a very long time and was yelled at by several different representatives, including a supervisor, telling me “But it says that in our T&C!”, I then asked “You mean the 30 pages legal document? Do you actually expect customers to read the whole thing before placing an order?” My order is STILL “Processing” and not shipped - and they won’t let me cancel it!