SmallBizGenius Analysis
Sur La Table receives high praise for its exceptional customer service and quality kitchen products. However, some customers have reported issues with shipping, returns, and occasional deceptive pricing practices.
Category Breakdown
Scores based on analysis of 284 recent reviews
Customer Service
9.0/10Numerous reviewers highlight the exceptional customer service provided by Sur La Table representatives. They frequently mention specific employees by name and praise their helpfulness, efficiency, and willingness to resolve issues quickly, such as damaged items or incorrect orders.
65 reviews mention thisShipping & Delivery
5.0/10Several customers report issues with shipping and delivery, including damaged items, missing items, and delays. Some reviewers also express frustration with the added cost of shipping protection and unexpected changes to delivery timelines.
20 reviews mention thisProduct Quality
8.0/10Many reviewers praise the high quality and selection of Sur La Table's kitchen products. They appreciate the durability and aesthetic appeal of the items they purchase, often mentioning specific brands like Le Creuset.
15 reviews mention thisReturns & Exchanges
6.0/10Some customers have experienced difficulties with returns and exchanges, particularly when dealing with damaged items or gifts. They report encountering unhelpful customer service representatives and restrictive return policies.
10 reviews mention thisCooking Classes
9.0/10A few reviewers mention positive experiences with Sur La Table's cooking classes, praising the instructors and the overall learning experience. They appreciate the opportunity to learn new skills and enjoy good food.
5 reviews mention thisPricing & Value
6.5/10While some reviewers appreciate the sales and price adjustments offered by Sur La Table, others express concerns about potentially deceptive pricing practices. One reviewer specifically mentions a misleading email regarding the retail price of a baking set.
5 reviews mention thisPros & Cons
What Customers Love
"Daniel, customer service rep, was patient, understanding and going to..."
"I have always enjoyed using Sur La Table's cookware and have had only good experiences."
"With just one phone call to Sur La Table Customer Service, they carefully listened to my situation..."
"I love Sur La Table, very nice company with wonderful selection of kitchen items."
"The ordering process is very easy and they do take great care of their customers."
Common Complaints
"Unfortunately, several of them showed up broken but Joe.F from customer support was beyond helpful."
"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 ."
"We received a Le Creuset Teapot as a gift for Christmas...they told us they could not return it because it was 'used'."
"Sur La Table represented in an email that their Staub 4-piece Baking Set retailed for $342 (to imply a benefit at offering it at the 'sale' price of $99.96). This deceptive behavior is disrespectful..."
"I ordered two pasta makers on sale and they forced me to buy shipping protection."
Common Questions About Sur La Table
Answers derived from customer review patterns
Is Sur La Table legit and trustworthy?
Based on 100 reviews, Sur La Table appears to be a legitimate company with a strong reputation for customer service and product quality. While some customers have reported negative experiences, the majority of reviews are positive, highlighting the company's responsiveness and willingness to resolve issues. However, it's important to be aware of potential shipping delays and to carefully review the company's return policies before making a purchase. Overall, Sur La Table seems to be a reliable option for sourcing kitchenware and cooking tools.
Based on 45 reviewsDoes Sur La Table have good customer service?
The vast majority of reviewers praise Sur La Table's customer service, citing helpfulness, efficiency, and quick response times. Many reviewers specifically mention individual customer service representatives by name, highlighting their positive interactions. While a few customers report negative experiences, the overwhelming consensus is that Sur La Table provides excellent customer support. This makes it a good choice for small businesses that value reliable customer service.
Based on 65 reviewsIs Sur La Table worth it for small business?
Sur La Table can be a worthwhile investment for small businesses in the food and hospitality industry, particularly those seeking high-quality cookware and kitchen tools. The company's wide selection and durable products make it a convenient option for equipping a commercial kitchen. However, it's important to factor in the potential for shipping delays and to carefully review the company's return policies before making a purchase. Ultimately, the value of Sur La Table for small business depends on individual needs and priorities.
Based on 20 reviewsWhat is Sur La Table's return policy like?
Based on the reviews, Sur La Table's return policy can be somewhat restrictive, particularly for items that have been used or were received as gifts. Some customers have reported difficulties with returns and exchanges, especially when dealing with damaged items. It's essential to carefully review the company's return policy before making a purchase to avoid potential issues. Small business owners should be aware of these potential limitations when considering Sur La Table for their kitchenware needs.
Based on 10 reviewsWhy are specific customer service representatives frequently mentioned in Sur La Table reviews?
The frequent mentions of specific customer service representatives in Sur La Table reviews suggest that the company empowers its employees to provide personalized and effective support. Reviewers often highlight the representatives' names to acknowledge their exceptional service and express gratitude for their assistance. This level of individual recognition indicates a strong emphasis on customer satisfaction within the company culture.
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