Sur La Table

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.

Got 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.

I purchased two seats at the December 21 "Giftable Gourmet Delights + Ultimate Holiday Cookie Cutter Set" class at the Sur La Table in Kierland Commons, AZ. The class was meant to make homemade marshmallows, white chocolate bark with cranberries and pistachios; spiced gingerbread cookies and champagne and cognac truffles and we were to get a lovely cookie cutter set, a win-win with the holidays just days away. Sadly, the class was a cluster...six to eight people per table, our ULTIMATE HOLIDAY COOKIE CUTTER SET turned out to be a $9 bench scraper and a circle and star cookie cutter. When I think of an ultimate holiday cookie cutter set, I expect something like 5 - 7 cookie cutters that are shaped for the holidays. Not so. The head chef said the marshmallow recipe sucked and it was way too hard to make in the two hour class; the truffles were too soft to roll in chocolate so it looked like you know what and most people were given two cookies each as it is always a free for all.

I have reached out to customer service, including on the day of the class and have been trying to make contact for two months and they keep saying they will contact me and no one ever does.

For a class that cost more than $100 per person, I expect better. However, clearly, Sur La Table doesn't care. So, SAVE YOUR MONEY, don't take their classes.

I 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.

When 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.

I 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.

Tried 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.

I 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.

I 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.

After 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.