ComplaintsforSur la Table

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The wrong item was sent to me. I would like to receive the correct item. Sur La Table wants me to take the incorrect item to *** for shipping. This is a huge inconvenience and I should not have to do this to receive the item that I paid for. I am open to *** picking up the wrongly delivered item at my residence.

  Business response

  07/30/2024

  Thank you for bringing this issue to our attention. We have processed a refund on our end due to the vendor's error. We ask that the customer allow 2-3 business days for the refund to reflect on their original method of payment. The customer may keep the incorrect item at their discretion. We apologize to the customer for their order experience and any inconvenience it caused. 

  Customer response

  07/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi I received a faulty kitchen item from sur la table (a Dutch oven) that had multiple issues after first use such as rusting, scratches, etc. I sent the item back for a replacement and a refund was sent instead after contacting them multiple times saying I wanted a replacement. Now they will not offer this because they already submitted the refund.Date of order: 5/25/24

  Business response

  07/18/2024

  Thank you for bringing this issue to our attention. Our team has been in email communication with the customer and agreed to issue a refund as the actual item ordered is no longer available so we are unable to process a replacement. We have processed a refund on our end and ask that the customer allow 2-3 business days for the refund to reflect on their original method of payment. We apologize for the inconvenience caused by the order issue to the consumer and appreciate this feedback to improve our consumers buying experience.

  Customer response

  07/18/2024

   I am rejecting this response because:
  
  I was lied to and mislead, I would like a better solution to this problem 

  Business response

  07/24/2024

  We are sorry to hear that the customer unhappy with our response. A full refund has already been issued due to the product being unavailable for replacement. Our team has been in email communication with the consumer and has offered a $25 gift card as a courtesy for the inconvenience.

  Customer response

  07/24/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company. it never arrived, they told me to open a claim with **** i did, the claim was closed because they were calling the wrong number, i tried to open it again, and they never called me yet again, i asked sur la table for help several times and they did not when *** delivered this to the wrong home!!! i am so upset and out $500!

  Business response

  07/18/2024

  Thank you for bringing this issue to our attention. Our team has been in email communication with the customer and advised that a lost claim was filed with *** for the missing merchandise, but as they were unable to contact the customer they closed the case. We are unable to mediate between the customer and *** further and can only advise the customer to dispute the charge with her credit card. We appreciate the customers patience and apologize for any inconvenience.

  Customer response

  07/18/2024

   I am rejecting this response because:

   

  incorrect this was opened by *** and *** told me they told the company to go ahead with the lost package procedure which they still havent
  
  

  
  

  Business response

  07/25/2024

  We are sorry to hear that the consumer is unhappy with our response. We are in email communication with the consumer to assist in the replacement or refund of the order. We are currently awaiting the customer's decision.

  Customer response

  07/29/2024

   I am rejecting this response because:
  
  i still did not get a refund

  Business response

  08/02/2024

  We have processed a refund on our end.  We ask that the customer allow 2-3 business days for the refund to reflect on their original method of payment. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a glass baking dish from Sur La Table (online) that I received on May 3, 2024. I used the dish two times in May and June. After the 2nd use at normal oven temperature of 350 degrees, the dish cracked and then split in two. I was out of the country for two weeks in June. When I returned I contacted Sur La Table on June 29 to request a replacement for the defective dish. I was informed that I had missed the 30 day return window so nothing could be done. When I pressed the agent, he acknowledged that it was under warranty as a Sur La Table product. But then he informed me that the warranty would not cover replacement, which was my request at that time. I then spoke with a supervisor who explained that the warranty states that it does not apply when there is "usage" and that since there was no way to verify that the product was defective, the warranty would not be honored. I asked how to verify that it was defective, beyond my explaining that it cracked after 2 normal uses and sending a photo or bringing the dish into the store, and was told there is no method for verification and nothing I could do to get a replacement. I was shocked that a brand new dish would break so easily and that the warranty could be essentially fake, as there is no way to get it applied if the product is used at all and that they require verification of defect when there is no method to verify it. This is clearly a defective product and a fake, unethical if not illegal, warranty. I no longer want a replacement, as there is no way to verify that it would not be defective. Instead I would like a refund.

  Business response

  07/03/2024

  Thank you for bringing this issue to our attention. We have processed a refund on our end. We ask that the customer allow 2-3 business days for the refund to reflect on their original method of payment. We apologize to the customer for their order experience and any inconvenience it caused. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an Sur La Table Le Creuset 7 1/2 quart avertised on Amazon, was charged on my Am Ex and later Amazon and Sur La Table cancelled and neither business would honor the price advertised for a later date when in stock

  Business response

  05/22/2024

  Thank you for bringing this issue to our attention. Our team has been in communication with the customer and explained why the sale price is unable to be honored as the purchase through Amazon was a Flash Sale with limited stock. The order was forced to be cancelled as stock was depleted before it could be fulfilled and the customer was refunded in full. Due to contracts with Amazon and the manufacturer, the sale is unable to be honored further at this time. We apologize for the inconvenience caused by this issue to our customer and appreciate this feedback to improve our consumers buying experience.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  All I did was visit this website www.surlatable.com and now I'm getting marketing emails from them. I did not in any way sign up for emails but I unsubscribed anyway at the bottom of several emails and it hasn't helped.Stay away from this website if you don't want to be spammed by them.

  Business response

  05/14/2024

  Thank you for bringing this to our attention. We apologize for the unsolicited emails. Our team has attempted to locate you in our systems, but have been unable to locate the proper email to remove from our mailing list. If you can please provide the specific email address that is receiving the emails, we will be able to update the systems accordingly to stop further emails from going through. Please do not hesitate to contact us if you have any additional questions or concerns.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 12-23-2023, I ordered 3 ******************************** Canister, 4" from the SurlaTable website. After some time I emailed them January 28th for information, in which they replied January 30th stating that a providing information that it had been delivered to a ********* location. It was not my address. and thus there were several communications that ensued in all about getting a refund, the wrong address. however they opened a *** Investigation and said they would contact me when they received further information which they had not. Today I contacted ***** Table for an update in which they stated that the *** investigation was closed since they could not reach me for information. I was never contacted by ***. Upon contacting *** via online, and then recommended to contact them via phone. When I did so they stated to me that it was delivered to a ********* address no my ******** address, and when SuLaTable requested the investigation, they stated that the contact information given to contact me was not correct as well and gave me reference case # ********** that states this information.

  Business response

  05/07/2024

  Thank you for bringing this issue to our attention. Our team has been in email communication with the customer and advised that a refund has been issued. We ask that the customer allow 2-3 business days for the credit to reflect on their original form of payment.  We appreciate the customers patience and apologize for any inconvenience.

  Customer response

  05/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you. I have received my refund. If not for the BBB involvement, I believe I would not have received it.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a Breville Smart Oven Pizzaiolo on Amazon on April 6, 2024. Amazon order # ***-6565933-8089803. The seller of the item was Sur La Table and the price we paid was $799.95 + $37.69 tax = $837.64 (with free shipping). Sur La Tables order # *******-001. The item was shipped via *** on April 7th. Tracking number 1Z3AE5210390441014. On April 15th the item had arrived the ******* *** facility (less than 5 miles from our house) where the tracking record said there was a "mechanical failure" and that the item was being sent back to the sender. I have placed many calls to both Sur La Table and Amazon trying to figure out why *** did not deliver the item and decided to send it back, but no one could explain. At one point, Sur La Table did say that once they received it back, they could resend it to us.Unfortunately, Amazon refunded us the purchase price instead of having Sur La Table resend the item we ordered. When we went to place a reorder, the item is now listed for $999.95 ($200 more than what we paid!). When we called Amazon about honoring the price we originally paid, they said that since the sale was through a 3rd party vendor, they could not match the price and that we would have to reorder it through Sur La Table. When I called Sur La Table they refused to match the price we originally paid. I asked to speak with a supervisor but was told that the supervisor would tell me the same thing. I asked for the supervisor to call me anyway and I am still waiting for that call.Since we did not cancel the order we placed, and it was no fault of ours that *** did not fulfill the delivery of the item I feel that Sur La Table should honor the price we paid on April 6th and reship the item (with free shipping) just like we paid on April 6th. I'm not sure how or why a "reputable" company will not honor the original sale. The customer service I have received has been terrible and the reps seem like they do not care if they lose a customer.

  Business response

  05/07/2024

  Thank you for bringing this to our attention.  Our team has been in direct communication with the customer and have aided in facilitating a new order through Amazon at the sale price. We appreciate the customers patience and apologize for any inconvenience.

  Customer response

  05/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Although we did finally receive the item for the same price as originally purchased, it took exactly one month, 3 attempts to contact them through Amazon, 2 phone calls to Amazon, 3 frustrating long phone calls to their customer service reps that were rude, abrupt, and denied me from speaking to any supervisor.  Which is the reason for filing a complaint though you, the Better Business Bureau.  ****** a complaint was the only reason they contacted me to "make it right".  Yes, I did receive the item, but I am far from satisfied and will never do business with Sur La Table again. I will also advise any others thinking of purchasing anything from Sur La Table of their poor customer service.  If it wasn't for the $200 price difference, we would have definitely purchased it elsewhere.

  
  

  Thank you for helping us receive the customer service we should have received right away.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a gift for my mom who is homebound recovering from major surgery. One of the gifts arrived damaged (#SF0005242014). **************** issued me a refund for the item price only but could not send me an exchange by phone. I had to order a new item and pay shipping again.My new order did not process and the "Place Order" button continued to be re-highlighted indicating that the order did not go through. I re-entered all of my info 5-7 times on the browser. I continued to check my email to ensure I did not receive a confirmation email that the order went through. I never received a screen communication thanking me for an order either.After many failed attempts, one order went through. I received a "thank you" communication on screen and a timely corresponding email confirmation. To my surprise, my mother was delivered 2 orders. I got email confirmations at 2:47 (#SF0005259077) and 2:29 (#SF0005259192). The second order had a delay of at least 18 minutes after the actual order went through. I never received on-screen notification that it processed. The order was sent to my mom ************************I am asking for a full refund of the duplicate order and the shipping as this was your failure to not communicate that the order actually processed one of the failed 5-7 attempts. My mom is unable to drive for the next 30 days. I am not in the same state. Even if my mom were to return this product, Sur La Table said by phone that she would not get a refund of the second shipping charge. This is absurd because the same deliverer brought both orders together so we should not have to pay shipping twice regardless.I demand a full refund immediately and will not hesitate to escalate this complaint to small claims court to ask for an even bigger settlement for my time and frustration in dealing with poor customer service. i would like to resolve this matter quickly to avoid unnecessary and costly litigation for both parties involved.

  Business response

  02/01/2024

  Thank you for bringing this issue to our attention.  We have been in communication with the customer and advised that we have processed a refund on our end.  We ask that the customer allow 5-7 business days for the refund to reflect on their original method of payment. We apologize to the customer for their order experience and any inconvenience it caused. 

  Customer response

  02/01/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The escalation supervisor ******* was lovely to work with and great at her job!! 

  
  

  Thank you.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/30/23 I placed an order at surlatable.com for 6 olive wood kitchen utensils (order #SF0004726282). Upon receipt, I noticed that 4 of the 6 utensils were defective - the Ladle had a side that was so thin it would've broken if I had used it as intended. The ****** Spoon, Coupe Spoon, and **** Spoon had many deep cracks and holes in them, which would render them unsafe for use with food. If there are cracks or holes in wooden utensils and they are used to prepare food, it can cause bacteria to grow and will rot the wood.On 11/15/23, I emailed customer service and requested replacements of the 4 items, and shipped them back on 11/19/23. The replacement for the **** Spoon is the only one I received that was in good condition.On 12/2/23, I received the replacement Ladle and the Coupe Spoon. The scoop part of the Ladle was broken. It was cracked all the way through and in even worse condition than the one I originally returned. Also, there were deep holes on the bottom side of the Coupe Spoon. I emailed **************** about this to request another replacement for both and never received a response.On 12/5/23 I received an email notification indicating the replacement Cooks Spoon had shipped. However when I received the package, inside was an item I had not ordered, along with an invoice for a customer in ********, **. I emailed customer service and sent photos on 12/18/23 to inform them of this and to follow up on the issue from 12/2/23. I have not received a reply, even though the website says they will reply within 48 hours. I have also tried to call customer service, only to be kept waiting on hold, never connecting to a person. I shipped the Ladle and Coupe spoon back on 12/19 with a request to exchange them for the same items and received notice from *** that the return was received by Sur la Table on 12/22/23. I still have not received a response, nor have I received the replacement Ladle, Coupe Spoon, and Cooks's Spoon I requested.

  Customer response

  02/01/2024

  I would like a replacement of the Olive **** Ladle, Olive **** Coupe Spoon, and Olive **** Cooks's Spoon that are new, food-safe, and undamaged.

  Business response

  02/06/2024

  Thank you for bringing this to our attention.  We are sorry to hear that the customer has had issues with some of the items received.  Unfortunately the ladle, coupe spoon, **** spoon and 14" spoon are no longer available.   We have processed a refund to the customers original method of payment in the amount of $82.27.. The customer should see the refund within 3-5 business days.  We apologize for the consumers experience with this order and any inconvenience this has caused. 

  Customer response

  02/12/2024

   I am rejecting this response because: at the time the business replied on 2/6, I checked the surlatable.com website and saw that the coupe spoon was very much still available for purchase (the other items were not). It would have been reasonable for them to at least send the coupe spoon with a partial refund for the out of stock items. However, since they have already issued a refund for all the items that needed to be replaced, I have no other option but to accept it and close this case. This has been the worst, most disappointing shopping experience I have ever had.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩