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. Date of experience: December 5, 2024Got duped by a Rakuten rebate. Expected 20% off my purchase of $80, revived $3 rebate. I was notified of this right after making the online purchase so emailed support to cancel order. Got their BS standard response about the order being in process and couldn't cancel. It's now 5 days later and my items have yet to ship. This is lying, deceitful company. Buyer beware, avoid Sur la Table. Service Value Shipping Returns Quality Date of experience: December 2, 2024I was extremely dissatisfied with receiving a clear factory second/reject half-sheet perforated Silpat baking sheet I received. Although Customer Service initially tried to deny my refund despite it looking terrible and uneven, way different from the other Silpat I bought in the order (non-perforated) that is in perfect condition and extremely high quality, I was eventually able to cajole a refund from them and they admitted it was defective. I am still irritated how much time and effort I had to expend to get a refund as navigating CS was tiring. They were initially very cavalier about my complaint and made me work for it to get offered a refund. This very terrible experience has made me completely lose trust in what I had thought was a great company based on my in-person visits to the Sarasota, FL location in the past. It also helps ruin the reputation of Silpat. Tip for consumers:Customer service is a nightmare and they repeatedly try to deny your claims. Only if you keep at it will you be able to get a refund even if your product is clearly defective. I cannot recommend purchasing from them for these reasons as I'll never return there. On top of that, the item was also delivered to the wrong door (I live in an apartment), and I had to hunt it down. Products used:The other Silpat baking mat is great. The salt and rolling pin cover are fine. The stainless steel cleaner is good. Date of experience: September 23, 2024When 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. Tip for consumers:Any company that refuses to cancel an order within minutes of order placement is not a company that values its customers. Service Shipping Returns Date of experience: November 28, 2023I 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. Tip for consumers:I will never buy anything from Sur la Table so long as I live. And I buy quite a few of the products they sell. But if they make their money by having such poor customer service...not responding to me at all?? What's that about? Not apologizing for being rude to my daughter? She would have been happy to exchange the knives for other goods. Now I want the cash. But it's gone gone gone. Products used:Huh? A set of expensive knives we don't want or need. I want a refund. Service Value Shipping Returns Quality Date of experience: January 6, 2024Tried 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. Service Value Shipping Returns Quality Date of experience: December 14, 2023I 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. Products used:None Service Shipping Returns Date of experience: December 11, 2023I 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. Products used:Cooking class for two Service Date of experience: December 22, 2023After 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. Tip for consumers:Nothing was mentioned of any amount refunded for a change in price on a wedding registry. Products used:purchase of tableware Service Returns Date of experience: November 8, 2023I 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. Products used:Capresso Burr Grinder Service Value Shipping Quality Date of experience: January 7, 2024We 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. Products used:Cookware Service Shipping Returns Quality Date of experience: April 11, 2024I was displeased when trying to return an item that I ordered online. I called customer service and asked how I can return the Nespresso machine and the woman on the phone said I can mail it or return it to a nearby store. I decided to take it to the store in San Diego with the receipt and the manager said he cannot except my item and walked away. I said I just walked carrying this heavy machine for 3/4 of a mile and am not carrying it back, stating customer service specifically said I can return the purchase to a store. The manager continued to walk away to the back of the store. I said I'm leaving the machine and will deal with it through customer service. Lo and behold customer service refunded me just today. So the 5 stars is for the customer service manager! Shipping Returns Date of experience: January 11, 2024I 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. Products used:Too little too late Date of experience: December 24, 2023Vee (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. Date of experience: February 9, 2024I called with a lost order and spoke to Heidi she was fast and polite yet she took the time to explain and tracked my package.At the end of call she asked me to hold a minute and came back with offer to resend my order.Thanks sur la table and Heidi for a great experience!***** Products used:Glassware Service Value Shipping Quality Date of experience: May 13, 2023Sur 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. Service Value Shipping Returns Quality Date of experience: November 27, 2022Christopher, who assisted me on the phone with an issue of a broken lid of a baking dish (which we purchased through mail) was most helpful and cordial. The conversation went smoothly and professionally with customer satisfaction in mind. The new set of a baking dish with lid is promised to arrive within 5 business days. This purchase was a gift for my daughter and I'm pleased that the problem was resolved swiftly and right away. Shopping at Sur La Table is a pleasant and satisfying experience, e enjoy their quality products which serve us for many years. Tip for consumers:Good sales and customer satisfaction Products used:Baking dish Service Value Shipping Returns Quality Date of experience: July 21, 2022Run 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. Tip for consumers:Shipping times and ways to cancel Products used:None Service Value Shipping Returns Quality Date of experience: December 9, 2022Ordered a carving board 12/2/22. Great sale price and "in stock", fast forward 24 hours, received notice it is not in stock but should be by 12/7/22, fast forward again and get notified it won't be in stock until late December even though it is still listed on the website as "in stock". Called to see if I could change the delivery address since it is a Christmas present. Told I could but would need to pay full price. Feel its not a scam but a bait and switch. If you want something as a gift, order several months ahead. Will wait to receive the sale price, but Sur La Table will not get any more of my business. Not a unique store. Products used:Carving board. Gift that won't come on time. Did not want to cancel (this is the item recipient wanted) but not coming when it was supposed to. Service Shipping Date of experience: December 13, 2022Excellent 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. Service Value Shipping Returns Quality Date of experience: August 24, 2022This 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. Service Value Shipping Returns Quality Date of experience: November 16, 2022Dual Air Fryer worked great until we had a problem, customer service is terrible. Emailed customer services based in the UK and they wouldn't deal with me, insisted I instead rang a US telephone number but the telephone number did not work, refused to send out small part to resolve the problem, would not advise anyone to purchase any Sur La Table products. Service Value Shipping Returns Quality Date of experience: August 6, 2023I 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. Date of experience: June 6, 2020As 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. Date of experience: December 19, 2023I 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. Products used:Kitchenware Service Shipping Date of experience: December 15, 2021