Joe F. was the definition of customer service in my situation. I had purchased a gift card and mailed it to my mother-in-law for her birthday. Unfortunately, it got lost in the mail. Joe assisted in reissuing the card, and I was able to email the new gift card to my mother-in-law within 2 days of contacting customer service. I’m beyond thankful and pleased with the assistance that I was provided.
I am writing as a extremely disappointed, customer and frankly shocked at the experience I just had.I had purchased a mandolin online November 30, 2025, choosing the product to be shipped to the nearest store in Tysons Virginia. The very next day I received an email saying that the product was ready to pick up.I had to leave town and could not pick up the product in the five days stipulated. Four weeks later I called back the store to find out the status of my order and was told that I would be refunded on the gift card. I had originally purchased the product on. I was neither refunded and when repeatedly complained to customer service and the store was eventually told that the product was already picked up.I am now deprived of $63 as well as the mandolin. The appalling thing was, I kept being moved from the customer service to the store and finally was made to believe that it was my fault that I had not come in time to pick up the order.The update is that this is the Tysons store in Northern Virginia . They claimed that they had already delivered the product when they hadn’t. This blatant lie was not supported by any evidence of me signing for or receiving the product.
Order an item. At the time of ordering stated 3 days delivery. Second day after ordering no tracking yet. Called the customer service, answer was “delivery could be 3 to 5 days”… not trustworthy .Getting nicer…. I will now get the item next Monday!!!Week later…. Thanks
Ships promptly. Items arrived packaged well and in new condition. Would be a five-star review if their customer service were not so lacking.
-Received a gift card! (Yay!). -Put items in my cart online (Yay!)-Enter gift card- accepted (Yay!)-Purchase items from cart. -My credit card is charged for everything (Boo!)-No problem, I will contact the company to resolve. -Company says that can't help me. They can't refund my CC and use the gift card, despite it being their error (Boo!)-Am told I have to take time from work or my four kids to go to UPS and pay $12.95 to ship it back. (Boo!)-Some items are final purchase, can't even be refunded. This company sucks for a luxury service company. (Boo!)
For whatever reason, our ZOOM link had not been delivered. We were less than 10 minutes from the start of the class - and I’m not ashamed to say it, we were in a panic! Mary Hildago handled it calmly and professionally! Within in 2 minutes she had us up and running. Panic vanquished, and good eats ensued. Thanks a million, Mary!
Jonathan Rodriguez, from Customer Support at Sur La Table, gave excellent customer service! He heard my issue and resolved it with patience and kindness. Thank you, Jonathan!
I love this store and have been so impressed with their customer service. I lost a receipt for an in-person purchase recently, and the phone support person was able to locate it and email it to me, very quickly and kindly.
Daniel Jimenez with their customer service was awesome! I had a cooking class I purchased with the wrong date chosen and he was very helpful in assisting me getting it correct. He went above and beyond keeping me informed. Everything was taken care of within a few hours, and I was set for my next class.
Joe F. Was very prompt and helpful when I called to inquire about getting the $15 off a first purchase on a cooking class, he got me the refund within a day. Highly recommend sur la table!
I came to Sur La Table to purchas a Marcato Pasta roller. I wanted to use my member perks to help reduce the price. I was not able to apply my perks discount to my transaction using the website on my phone. Jose Campos was very helpful to me as he was patient as I attempted it many timesand walked me through the steps to satisfy what needed to occur for my purchase. We tried it many times and was not able to add my perks. I finally logged on to the website from my computer and was able to complete my purchase and add my perks to use my discount. Thank you Jose. Nice job!!
I received two items as a gift for Christmas from my daughter. The cook book arrived sopping wet and the cookbook marble stand was damaged and the box was damp. It look like it was thrown in a box. Worse packing delivery I have ever seen. Over the years my husband and I took several cooking classes. Which was amazing.This was very disappointing. We sent pictures of the wet book and they sent out another one. Again, thrown in a box. Took pictures AGAIN for the cookbook holder. The wood work was lopsided and the wood looked like someone washed it over and over. It looked terrible!! Surprised that Sue la table would send something like that out. It was returned. We waited a month for a replacement. The replacement just arrived since December 26, 2025 Damaged again and the box looked like it was a return!! Your customer service is horrible!!! We asked that we wanted a credit back to my daughter’s account. Still no luck. Item for the second time sent back. We couldn’t understand the customer service representative. Sur La Table’s quality has come down quite a bit. Disappointing.
The customer support representative, Vania Wilde, was professional, efficient and personable. Thank you!
Magda Cervantes was very helpfulI. I also want to share that I visited the store in person, where another women was very helpful in trying to determine which lid would work best with the pan I purchased. I’m very grateful for the assistance I received both in-store and online.
I am very pleased with the quick resolution provided by Sur la Table. The customer care representative, Daniel Carrasco took care of me in a very professional, pleasant and expeditious manner! With so many other companies providing inadequate service, it is clear that Sur la Table truly values their clients. They should be very proud of their company and in particular, Mr. Daniel Carrasco. One happy customer , Brian McAvoy
Needed a large pasta drying rack that was sold out at my local store. Asked customer service when I should expect it because I needed it for a lunch I was hosting. The manufacturer hadn’t shipped it yet, which disappointed me. Then I received it in two days, in plenty of time for my lunch. Thank you to Jonathan Rodriguez in customer service for going above and beyond.
Receiving broken merchandise is never pleasant but customer service at Sur la table is exceptional. From the representative on the phone to packaging people to the speedy delivery- I could not be more pleased. Thank you and kudos to your team!
Had an order with a variety of pieces big to small, unfortunately the tiniest piece, a little salt spoon was missing when the order arrived. I reached out to customer service and Abraham Soria responded to let me know they would immediately send one on it's way. Now I have my little spoon and am honestly so happy, since sur la table had everything I needed to finish off my new spice setup and this little piece was the finishing touch.
THANKS Customer Support - Jonathan Rodriguez for your help in getting my eGift Card handled... it was a Christmas eGift Card that didn't get sent. I appreciate you providing a better resolution with a PDF that I could forward to my friend!! YAY!! It worked!! THX
Analhi Martinez helped so much with my order when I needed replacement bowls. The emails were fast and my problem taken care of promptly. Great service!
