Sur La TableReviews of surlatable.com

The customer service I’ve received from Sur La Table has been awful. An order placed just after Thanksgiving still has not shipped (though a tracking label was created DAYS ago.). I asked to speak with a Customer Service Supervisor, but never got put through to one. Their stores used to be great, but my store is gone with their bankruptcy. Given the current level of service and fulfillment, I won’t be shocked to read about liquidation.

Placed a HUGE order online on Dec 1, 2020. Website states 3-7 day delivery. It is now Dec 16, 2020 and the order has still not shipped. Emailed with no response. Called customer service and told the to cancel the order. I'll take my business elsewhere. Customer service said they could not cancel and that I would have to return they items when they arrived. I am not happy and will NEVER shop at Sur La Table again.

They refused to stand by their price match policy. I jumped through 1 hour of their hoops and did everything they asked and they refused to honor their word.

I wish I'd looked at this site before placing my order! I thought this was a respectable high end store and that the service would be impeccable. I was so wrong. On November 30, I ordered a Cuisinart Food Processor, and it was to be delivered within 2 weeks. I periodically checked order status and it was always in process. I checked today 12/14/20 and the order was cancelled. Calling customer service I found out it was cancelled because they had no more in stock. Of course there was no explanation as to why they waited 2 weeks to figure that out. The representative just repeated the same statement over and over, With companies going out of business like they are these days you would think this store would take better care of their customers. Zero stars!

I was actually worried when I read the reviews here but I've already placed my order on 12/6/2020 and it's 12/15/2020, so I gave them a call and had a very polite and helpful customer service. They said my item would be shipped directly from the manufacturer and they have a wider shipping range date. He also informed me that my order would be shipped on the 18th and once shipped would arrive at my doorstep within 48-72 hours. I was pretty pleased with the correspondence and wanted to help an old company that has been around for a long time. It seems that all the reviews here are negative and wanted to shed some light. Merry Christmas! Jesus is the reason for the season.

Terrible experience. ordered Christmas present online. item clearly showed 'in stock'. then later received an email that 'order cancelled' due to lack of stock. this is junk.

I placed an order online as the store near me has closed. I sent an email to customer service to inquire about status after a week of not getting the tracking info and have not received a response after 3 days. I called their phone 317-559-2041 and got the rudest customer service rep. After telling me that they are within their 14 days to ship, I told him that I want to cancel the order. He told me that I cannot. I have to wait for the delivery and return it at that time. I can also refuse delivery. I told him that it doesn't make sense as the order has not even shipped yet. It's basically "our way or the highway" tone of voice. I know I will not order from Sur La Table again.

Ordered an "Instant Pot Duo Eva Plus" on sale at SLT's online site; went to check on the status of my order on the Sur la Table website and it stated, "no orders" on record....first little issue. I didn't get too concerned because I figured it was due to processing time needed and would show later and at the end of the payment their website gave me a "order #" but it was an incomplete order #...*sigh. But I HAD made a profile but used PayPal to process my payment...I always use PayPal because it is my backup/security and keeps my payment and other info private and confidential and if there's a problem with a refund or item received...they typically aid me in obtaining my refund so I don't have to go to my card and file a claim. Anyway...Item arrived within a week, but was an obvious return by another customer as the box was "resealed/re-taped" with some of the inner packaging "torn/ripped"...always a red-flag for me because it tells me someone else wasn't satisfied with this particular item for whatever reason and I don't want to use it to find out that there's a functional issue with. First call to Sur la Table customer service, I explained that I received an "OPEN BOX"...right away this customer service rep launches into me saying, "Well UPS says it weighted 22 lbs. so how could we have sent you an EMPTY BOX?" I informed her, I never said, "empty box". I said "open box"...she continues to argue...whatever lady. I again explained...you sent me another customer's "return"...you sent a "resealed box" and it was supposed to be brand new. Finally penetrated, she says she processed a return...but never did!...I spent at least 3 hours everyday for 3 days trying to get this pick up/return straightened out with Sur La Table and UPS...both of whom are having problems right now with holiday season and covid19 surge...both overwhelmed apparently! But gees...these companies make it worse by not explaining delays, their errors and other issues leaving their customers to question what the heck is really going on! Hopefully, this package is being credited properly for a full refund. I took copious notes and notated names, two different tracking numbers, pick up confirmation numbers, etc. as I spoke to at least a dozen people! I will contact my card to make sure I don't take the fall for their mess ups and that I get full credit back on my card...but wow...WHAT AN ORDEAL!