Sur La Table Reviews

Will not let you cancel an order even if it hasn’t shipped yet and won’t ship for several more weeks. Now I need to pay for return shipping and deal with this extra hassle for something that any other company would have been able to cancel. Never shopping here again. They say you can just refuse delivery with UPS which is almost impossible to do during Covid since the driver doesn’t have you sign for the package. UPS store wouldn’t let me refuse delivery either since only their “hubs” will do it which means I would need to drive an extra hour out of my way.

Their customer service is beyond terrible. They will fight with you. My item has been missing for over a month and they won't help. FTC complaint is submitted.

They shipped the wrong item. Then they denied it. Even though I sent photos. Then they claimed it was the correct item (it was an 8qt pot not a 16 as ordered). Every reply took 5 or 6 emails. And none of the replies ever addressed the problem honestly. I have done business with them for years, but that is now over.

Very dirty while I was taking a cooking class in Southlake and I noticed Health code violations. I witnessed a mouse/rat that ran across the floor. Before that I saw violations that wouldn't pass inspection but shortly after I saw the mouse/rat run across the floor I immediately walked out. Don't come for the classes, awful experience.

I ordered four items around Thanksgiving. I received the first item promptly, and then the other three soon after. My issue is that I was charged for each item on November 18th, and then recharged for each item on November 20th. When I contacted them, they said they would look into it and get back to me. They did send an email stating they acknowledge their mistake and would refund the money. I waited a week and called again. They finally refunded two of the charges. After calling a few more times with no refund for the other charges, I had to call my bank and have them issue a fraud claim against them. I really wish they would have refunded my money after they realized the mistake. I have tried so many times to get them to do so. I will never order from them again. I wish I would have researched them better. Never a good idea to order from a company who has pulled this before.

My mom gifted my boyfriend a couple awesome knives from Sur La Table online (she's amazing). Since he already had a couple bread knives he decided to switch the bread knife out for a paring knife. While we weren't able to return the bread knife through Sur La Table's online system or by calling their online customer service, we were able to do an exchange at the Preston/Royal store. I was so impressed by the staff we chatted with while doing the exchange then shopping for more goodies. However, the gal who helped us the most, Roxanne, was the sweetest. Not only was she personable and friendly, she was abundantly gracious and answered the many random questions we had. If she didn't know something, she quickly found the answer for us. We were happy with the product offerings, as well as the level of service and care at this store! Definitely check them out for your kitchen equipment needs and cooking classes (mom raves about those)!

I order bowl on Nov 30th, after 2 plus weeks of not receiving the bowls. I called and checked on the status of my order...NOTHING No HELP AT ALL. "I will call the Vendor and check on the status" still nothing I called and cancel my order last week ! again no luck. Today I received and email stating they just were told my item would be shipped today! Really after 24 days on sitting on my order and Christmas two days away you're shipping my order.... which I canceled last week! great service. Now I have to try again and call them today to cancel AGAIN . WORST SERVICE EVER!!!!!! I order them last week from another company and had my product in 3 days! Merry Christmas

Terrible customer service. I ordered an online cooking class as a gift. No option to deliver to the recipient, no clear why "delivery" is even necessary--just need a login to the class. It never arrived. No one answers the phone line, and two emails over 4-5 days and no response.

Not even a 1 star. I ordered two items. One for $11.50 one for $21.50 plus total of 8.99 shipping and $2.00 plus in tax.
They shipped the $11.50 item on 11/23/20. They charged me for tax for both items and shipping from both items. One item was received. One month later they charged me $26.50 but did not send me the second item. I called and they said the second item was still not available and is on back order but that they charged me the additional $26.50 just to see if I still had money in my account. They could not tell me when it would ship and the customer service rep had a nasty attitude. I will never order from them again. I recommend you find a better supplier!

I read these reviews after I ordered and they made me really nervous. But I have to say my experience has been wonderful. I ordered on Wednesday evening with free standard delivery. It was shipped the next day, Thursday and is set to be delivered today, Saturday. Incredibly quick shopping in my opinion.

I ordered a Cuisinart Deep Fryer on Nov. 30, 2020. Website stated delivery Dec. 4, 2020 delivery date. I received an order confirmation after submitting order. Since I didn't see any delivery status email by Dec. 3, 2020, I called the customer service. I was told that they don't send order status notices. Then CSR said my order was sent to the vendor and vendor should be able to ship my order ... in a week. I called again on Dec. 10, 2020 to follow up and was told order will will ship in two weeks (beginning to sound like a canned reply). They should have indicated (in the website or sent customer notices) that orders ship very much later than advertised. I should have just ordered in Amazon (definitely better reliability rating) and could have received the item in less time. Not coming back here.

Placed an order on Thanksgiving. It's the 17th of December now. Still hasn't shipped, called customer care & they can't cancel the order for another week because they "can't reach our vendor". I wanted this cookware for Xmas but obviously will not receive it in time. I would've just contacted my credit card company & asked for a refund but this order was placed through a gift card so I'll need them to cancel & refund my gift card. The items in the order are available on Amazon for free 2-day shipping, I don't know why I ever bothered with this ridiculous company.