Sur La TableReviews of surlatable.com

Placed an order with customer service on 12/9 just to be told on the 19th when I called to inquire about it my order was cancelled, placed again and was told it would be 2 day shipping. When I called 2 days later to check status was told the order was never changed to 2 day so now I wont be receiving my order by Christmas and was basically told there was nothing they can do about it. Horrible experience

Extremely disappointed with this company, recommended from an employee, we usually order directly from Shun, the item I ordered was in stock, stated will ship in 3-5 business days, called after 5 to check status, this is where you will get frustrated, very clear this is farmed out overseas, first they will state that they are waiting on the manufacture, then they will tell you that your order is ready just waiting on the shipping carrier for the next business day, same canned answer, after 5, 8, an 12 business days, very frustrating. In the meantime I have had employees order directly from Shun & have already received their orders. I would recommend to order directly from the manufacturer if possible, even if the price is higher, they will be more genuinely concerned about their products & customer retention.

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.

I placed an order on 11/3/2022 using a gift card and credit card. On 12/2/2022 I contacted their customer service because I still had not yet received my order. The first person I spoke to apologized and offered to expedite the order. Later that day I received an email stating that bc my credit card wasn't "registered" in their system, the order had not been processed! What?! So I had to call them AGAIN and not only provide my credit card AGAIN, but also the gift certificate numbers AGAIN! I requested expedited shipping paid by them because this was their mistake and my order contains a gift I need ASAP. They would not do it. I will never, ever purchase anything from Sur La Table.

Registered at Sur La Table for my wedding. Things came with no information about who actually sent the gift, just a packing slip with our name and address (not every package, but the majority of them). Despite the fact that an item had already been purchased (and we had only asked for one), it allowed someone else to also purchase the same item. They only allow 30 days for refund or credit/gift card, so there is no flexibility, and unless you have nothing else to do, that's a pretty strict timeline after a wedding to figure out returns. All the stores in Massachusetts have been closed, so it is not as easy as walking into a store to return items either. And, if you try to click the "Site Feedback" link on the Sur La Table website, it is inactive. NOT IMPRESSED.

Purchased two items from Sur La Table online and paid via Paypal. They took their time to ship and they shipped and charged separately on Paypal. The first item was to be a gift that did NOT arrive on time. Attempts to cancel were futile even though it had NOT shipped! When it finally did ship and arrive the Return it was unacceptable! They did not include a return label in the shipping box and after calling and finally getting an agent,they said the label will cost $13 which was unacceptable! It was their fault that item did not ship and arrive on time to give as a gift!---they said if I return to a local store, I would get funds back on my CC used linked to Paypal. Well, wrong! Chaos in store and mutliple toss arounds and an hour wait to find out NO THEY CAN NOT AND DO NOT HAVE THE ABILITY TO PUT MONEY BACK ON CC LINKED TO PAYPAL! They offered a GC , which did NOT want! The other option was a mailed check which took weeks to arrive and had to check on this with the clueless customer care online! each agent says a different nonsense! The second item arrived damaged and demanded a free return label cause of the above experience! low and behold it was returned to them and an agent left a VM that I need to give them my CC over phone to receive money back on it?!!! Are you kidding?! unacceptable! Opened a Paypal case and I finally received my refund back on Paypal!---Never Again will I go thru this nonsense again with SLT!

BUYER BEWARE! Sur La Table won’t refund you even if they don’t send the product! My order was placed on Aug 12th. The last shipping activity was Aug 16th. It’s now October, and I still don’t have the products I ordered despite emailing customer service multiple times (last two times no response). I finally called and was told they can’t refund my order and I need to wait until UPS or USPS declares the items lost. On the phone, the customer service rep said she would send an email to USPS and UPS and cc’ me on it to check the status. I never received an email and now need to call AGAIN to ask for a refund for products I never received! Why would they make the customer wait while they battle it out with the shipping company? BAD CUSTOMER SERVICE, that’s why.

Very difficult to use the website. My email and password combo, that I just used successfully recently, was not accepted. I asked for links to reset the pw at least 5 times in succeeding days—the link never came thru my mail. Finally, I was able to order thru an agent. Aldo was very calm and did a great job with my order.