I 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 QualityI 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 QualityI 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 ServiceWhen 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 ReturnsWe 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 QualityI 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 lateTried 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 QualityGood products and everything arrived without any complaints but the communication and customer support was not the smoothest Service Value Shipping Returns QualityI 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 ReturnsOn 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.Vee (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.Poor customer service! Please stay away from this shopping site. It took me over 30 mins to get a response from the other side of the phone. Service Value Shipping Returns QualityAfter 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 ReturnsAs 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.Dual 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 QualityNever again. Delays beyond acceptable, and no correspondence to emails. Many other brands superior, with no headaches or problems. Taking my business elsewhere. Tip for consumers:Shopvelsewhere Products used:None Service Value Shipping Returns QualityRun 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 QualityMy 10 yr old took 2 of the kids series classes this summer in Boulder CO…don't waste your money! They don't have enough Chefs who can work with kids. The 1st week he took it, it was cancelled the last day so they never got to finish the week and we had to go back and pick up the cook book and apron…never got the 10% coupon to purchase something in the store. He was super disappointed. Tried it again…. He just went this past week to another kids series and after Thursday's class in Boulder he was in tears as I came to get him and see what he made. Chef Debbie took over the class for the rest of the week starting that Weds. Was very short tempered with the kids (it was obvious she only works with adults) and Thursday told them they cannot take any of the food out of the classroom if it was warm they had to eat it there. Mind you there is nothing on their website that says the children will not be able to take the food home after each class, which he had done that previous week in June and the current week up to that Thursday. The kids were able to take food home after every class. When I asked her about the inconsistencies of the rules she threw every chef in that store under the table and said they've all been wrong in letting the kids take warm food out of the class all summer My son was so proud of the chicken, dumplings, and fried rice he made, he wanted his dad to try it when he got home and left in tears when he had to dump all the food in the trash. The trash was full of all the uneaten food that had been cooked. Some parents were just taking the food out of the classroom anyway as my son was crying, but that Chef Debbie was focused on us snd would not allow us to take anything out of the room. I complain to the manager told her I would like a refund for the last couple days of class because I will not make him to come back the next day, my son was super traumatized after this and wants nothing to do with cooking again. I was told the main manager the store would call me back, Donna, but never received a phone call. Save your money find a better cooking program for your children! Sur La Table has major issues! We never received a callback from anybody at the store in Boulder as they said they would follow up with us. Horrible cooking classes for kids! Tip for consumers:Do not believe all the fluffy words you read they are very inconsistent and do not retain employees easily. Products used:Kids cooking class. Service Value QualityI purchased this cooking class for my mom and I for Mother's Day. I was highly disappointed to find out during this class we only made one thing from scratch, the rest of the items were pre made. Everyone was split into groups of four, so we had to take turns making our dish even though the price for the class is extremely expensive. It gets worse! Our chef was EXTREMELY rude! Someone in my class asked for water as the chef was walking away from her, the Chef responded with an attitude that she was clearly helping someone else and rolled her eyes. When my group received a bowl of milk like substance to create whipped topping, the chef came and dipped her bare hands into our bowl to get out a piece of "dill" and kept putting her hands in our food trying to retrieve it, instead of just getting us fresh ingredients. That was extremely gross, and unsanitary, I couldn't believe that she wanted us to eat after she did that. When it came time to show the class how to do certain steps she used our food as an example so that you had less work to do, or used your materials so that you wouldn't have enough to go around your group. In this case she used soooo much of our icing trying to show the class how to decorate cup cakes, I asked could we get more, and she responded soo rudely as if she wasn't the reason we didn't start with much. While I was spreading cream on my short cake, creating something I would enjoy eating, she stops the class to let them know that what I was doing was NOT correct and I needed to add more cream to make my dessert sexy! She took the bowl and spatula out of my hand and drowned my pastry/ short cake in cream. (This is the same cream she continues to put her fingers in to retrieve "dill") I was soo pissed, and she looked at me and said well I think I added too much, what do you think? It took everything I had not to walk out of class. This was the WORSE cooking experience I have EVER had. Do NOT waste your money coming to Sur La Table cooking class off of six forks rd. Raleigh NC. Be ware that these are NOT classes for you and your guest to work together and enjoy a cooking experience. Instead you are literally sharing ingredients between four people. If you do decide to attend this location hopefully you don't get the rude, unsanitary chef that I had! SAVE YOUR MONEY! Tip for consumers:No Products used:Cooking Class Service Value QualityPurchased a cooking class November of 2022 during the Black Friday sale, for a class being offered in January of 2023. I received a call from the Tampa store- I was informed they cancelled the class as the store is going through inventory. This was a gift for a friend for the holidays we both took time off work to attend the class and we're very much looking forward to this experience. I still planned to reschedule the class at a later time. I called store- Sur La table, I got a woman on the phone who Directed me to call Customer Service. I did as instructed- I spoke to a representative explaining the class being canceled was not in my control, and asked if they can still honor the sale price for the same class. After over 30 min of back and forth. They denied the request, suggesting I wait for another sale. I asked to speak to a supervisor (who refused to get on the call). I'm very disappointed in the customer service. Highly unlikely that I will book anything with this company. Service ValueOrdered a dutch oven pot Nov. 25 - email tells me it shipped Dec 11th - Christmas day and nothing shows up - no tracking # given - I contact customer service & they tell me they will send a tracking # - never received - next call to them, I'm told the item is back ordered till March 2023 and I say I am willing to wait - then I receive an email saying they are refunding the money which I did not ask for - upon calling again and asking to speak with a manager, (dog barking in the background), I am told that the item # no longer exists for that product - they will place another order in a different color except I will have to give them a credit card # again - RED FLAGS - In short, they really don't want to honor the item or price of this transaction - one run around after the other - will never do business with Sur La Table again! - BEWARE Products used:kitchen ware ServiceVery 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. Tip for consumers:Go to William Sonoma, you'll be better treated and they have better products. Central Market has great class's Service Value Shipping Returns QualityOrdered 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.