Sur La TableReviews of surlatable.com

ordered online and didn't receive one of my two items that I ordered. reached out and the customer service was terrible. i would never order from them again.

This is Sur la tables response to my husband's complaint about the chipped dutch oven (in 5 places) that I have pasted below. When I wrote a review here on Trustpilot you can see that Sur la Table responded and asked me for additional information. However, they have not told me how to respond to them with this additional information and have not reached out to me so I am confused. My husband did respond to Monica's email below below saying that 30 days seems very short with all these chips to the enamel, not to mention we cook with this pan, but they have never reached out to him again. Sur la Table's email to my husband about the pan is here "Dear Daniel, I hope this message finds you well. After reviewing your case, our warehouse has determined that we cannot exchange or refund the damaged item. Our warranty only covers items reported within 30 days of purchase. It seems that the damage to the item resulted from an impact and regular use. We apologize for any inconvenience this may have caused and appreciate your understanding. Best regards, Monica Sur La Table | Customer Service 901 E Northfield Dr Brownsburg, IN 46112 317-559-2041 surlatable.com" My original review on Trustpilot is below. I purchased a Sur La Table cast oven dutch oven for my husband. First time as I usually purchase either staub or le creuset. The pan chipped (the enamel) in 5 different places after 8 months. My husband brought it to the store and they said you have to call customer service. He emailed them with pictures and they said they could not see the pictures. He followed up. They told him that there is a 30 day return policy and insinuated he dropped the pan. There were no dents just chips. He wrote and said he did not drop it and all his other cast iron does not chip and this pan's enamel must be defective and maybe dangerous considering we make food in it. No response or follow up. I shop there ever Christmas this year my husband bought a Breville one touch. I just don't think it matters b/c you will not get any customer service. Very disappointed.

I bought 6 boxes of their peppermint stick stirrers. Only two of the boxes tasted like peppermint. The other 4 tasted like plain sugar candy. I was very disappointed. I called customer service and was told that because they are a food item and I bought them on clearance, I was not allowed to exchange them for 4 other boxes, nor was I entitled to a refund. When I talked with the manager, he offered a 20% refund but that was it. I refused the refund. I should have been able to exchange these boxes. I’m now stuck with four boxes of sugar candy sticks that I will just throw away. I will not buy from Sur la Table again. Very disappointed. Update: Sur la table has reached out to me and has resolved the issue to my satisfaction.

I ordered pans online and paid through PayPal. I was never given the option of where to deliver. When I got the confirmation it used my address as the delivery. I wanted it to go to a different address. I called within one minute of the confirmation and was told I could not change the address or cancel the order. I would have to try to get it changed when I had the tracking number. I am disgusted that this is their policy and know I will be saddled with a charge to get it to the correct address. I got no satisfaction from customer service. I feel I need to update this to add that I have now spent another $30 to have UPS change the routing address for 2 of the pans that were sent separately. The third pan is on back order, and I am still not able to cancel it. I get nothing but the run around from Sur La Table, so bottom line is it will have cost me an additional $45 to send these pans to the correct address. They do not care at all. I will never ever do business with them again.

My husband and I attended the date night cooking class ( a Christmas gift from my husband). It was a sold-out class, and we were very excited to try it! We showed up a little early and walked around the store. The class before us ran a little over, so our class started a little late. We get to our station and think we will cook our meal. We were wrong; it's a group effort, so we're not making sure that people genuinely wash their hands after they are on their phones or touching their hair and then handling our food, etc. We were packed in with too many couples and not enough room to move, making it difficult to cook and get the chef’s attention. You can’t tailor your food at all. I don’t like salt in my food, and I don’t want a lot of butter, etc. The steaks were very rare, and I couldn’t eat my food. There weren’t enough seats for everyone to sit and eat, so some people had to stand and eat. When you pay $200 for a meal, they should have places to sit and should be tailored to what you don’t like in your food.

I have the same issue as many others. Their system caused the order to be placed before I could enter the shipping address, so, when I got my confirmation, it was shown as being sent to the billing address. I called them immediately and they told me that they couldn't change the shipping address or cancel the order because "it was already in process". (Note that it took several days after that before I got any notice that the item had shipped.) They told me the options were to return the item (note that they charge return shipping) or to wait until I got tracking information from UPS and change the delivery address there. They neglected to tell me that UPS would charge me $51.86 to do this. After I reached out to Sur La Table, they offered to waive the return shipping fee, but that was too little, too late. I won't do business again with them!

I placed an order which included a holiday gingerbread mug which in my opinion looked nothing like the website photo and was very sloppily painted, definitely not as nice looking as what was represented on the website and was a quality control issue. When I reached out to customer service, I was first told it was clearance and final sale (it definitely was not) and then I was told I could return the $8.95 mug for a $13 shipping fee (I do not live near a store) even though the item was poor quality and misrepresented and this was a product issue. I also attempted to leave an honest one-star review about my experience with the product and customer service a week ago on their website which has conveniently not been posted. All in all, a very poor experience with this company, while the mug was not expensive, it was part of a larger order, and I certainly won't purchase anything else here.

Placed an order, tried to cancel about 15 minutes later via phone call. They told me it was ready to be shipped and that I could not cancel the order. Despite the ridiculousness of not being able to cancel the order their call center employees located in Mexico City are incredibly rude. I will never buy online from Sur La Table again