"I ordered 2 Staub pans online on 4/30/20. I knew the shipment would be slightly delayed due to COVID and the limited resources. I didn't get a shipment notification or tracking details. The pans showed up at my house on 5/7/20 and when I opened the boxes I discovered the lids were missing on both pans. I called immediately and sat on hold for 30 minutes. Long story short, I have been trying to obtain the lids to the pans for almost a month! I've called multiple times and even asked to talk to a manager, who has yet to call me back after I got pushed to voicemail. Sur la Table keeps blaming Staub and basically will do NOTHING to follow up with Staub. Sur la Table has decided to charge me the full price for both pans with no ability to get the lids and no guarantee that if I return the current ones and try to get replacements that I will receive the lids. I have NEVER experienced such horrible customer service or such unprofessional behavior with the constant finger pointing at Staub and the unwillingness to solve the problem for the customer. Ultimately if Sur la Table decides to allow the manufacturer to drop ship on their behalf, it doesn't relieve them of their responsibility to ensure the orders are fulfilled and accurate. I am so disappointed and will not be purchasing from Sur la Table in the future."
"Placed order two weeks ago. No order status update for the majority items in order. Have tried to contact Customer Service via phone and email. No response to email , phone hold times have been in excess of one hour. Hold message states 8-12 days for order receipt. "
"5-7 days? 10 days and counting. 10 minutes on hold
I have had one item ship? Out of 3? Paid for? Enjoy playing with my money and,not fulfilling the order or COMMUNICATING? oh you can send ads every day - but not info that is relevant?
Trying to get an answer and I got a form note back about trying to resolve the issue.
Seriously -whoever is there, CEO down, if you are going to do business during this -get out from behind the desk and go help to ship or answer the phones. Might be educational.
10 days and not having items shipped but my money is in your wallet? I think that looks dishonest.
If you are having that much of a problem due to issues with drop shipping? LET PEOPLE KNOW. I wont be back."
"I ordered a JURA cup warmer. I had problems with their online site completing the order. I wish I hadn’t called. I placed the order by phone. The order has remained in the same status for 6 days now. When I call they cannot tell me what is happening with my order, nor when to expect my item. When I ordered I was told the item would ship in less than 48 hours. I am very disappointed and will not purchase from them again and will not recommend this company to anyone."
"Had a $150 gift certificate. Spent about $30 more but the $99 skillet I ordered NEVER came. Called a month later and they claimed it was on back order. Said it was a gift and wanted to cancel. So they TOOK my $30 and gave me a new gift certificate for $70 some odd dollars! REALLY!!! It was a $150 gift certificate that I only used basically NOTHING of! Kept my money! WRONG...BAD BUSINESS!!@"
"Order placed on Dec 10th 2019, still haven't got the item on Jan 13th 2020. Called customer service a million times, just keep telling me they don't know where the stuff is at. Last call, who's apparently an offshore hotline sweatshop worker, could not give less a FXXX about anything. Happily canceled and will try my best to post as many as possible real review about this."
"Purchased an oven that was on promotion, and received a notice that my order will be delayed next day for backorder reason. After five days later, it canceled my order and raise their price. There is delay shipping if you are paying full price. By canceling my order, they offered a pity coupon with lengthy restriction that I can get easy requirement BBB coupon all the time.
If you went to store, plenty of same products I ordered are in the stock. It is a scam! They scammed you to place orders and only ship things that have higher profits."
"Ordered a dutch oven that arrived to me with chips on the edges and a small spot of rust. I returned it for an exchange and waited nearly a month and never received the replacement. After multiple calls to Sur La Table I was told each time that the manufacturer was not responding and not fulfilling orders and I’d just have to wait until they were ready to fulfill the order. One woman I got two times in a row was extremely abrasive and condescending. I spent over 100 bucks on an item that I essentially never received and there was no arrival date in sight. It makes no sense to me how they can just be ok with basically telling their customers they’ll keep holding onto your money and you just can wait it out for the foreseeable future for your product. Absolutely horrendous. I ended up asking for a refund. I’ll never attempt to buy anything from this manufacturer or Sur La Table again. "
"Order placed in November still not delivered -no explanation , misleading shipment emails and let me forward you to voicemail irritated customer service representatives. Wow!! Never again for me ! You will lose business quickly this way ! "
"Ordered an item for Christmas the beginning of December... approaching 3 weeks later have not received. It took me 6 calls to customer service — the first 5 I gave up after waiting nearly 30 minutes for someone to pick up. I finally got someone after close to 40 minutes for them to tell me this when I said I wanted to cancel the order/ get my money back since I won’t have it for Christmas and no idea where the package is. “It hasn’t shipped yet. We don’t know where it is. We don’t know when it will ship or arrive. We can’t cancel the order. We can’t refund you until you receive the item” are you kidding me? If the item hasn’t shipped there is NO reason you shouldn’t be able to cancel the order... period.
I had to call my credit card company and pay pal to dispute the transaction. This company is USELESS and their employees are even more useless. Before I was able to get in contact with a CS rep over the phone I called the Freehold,NJ store in hopes they could help and the girl promised she would try to cancel and then call me back, I understand it’s their busy time and I said if you can’t call me back tonight please follow up with me tomorrow... No call. Totally unprofessional and I will never purchase anything from this company ever again. "
"I have also experienced the same consideration as these customers . They are very rude and condescending when you politely want info on an item you have been charged for but have not received. When you attempt to contact them via email they send you to this fna site where you will never get a reply and the whole site is so glitchy you wonder if it is a legit business. I sent a simple
Email asking how long back orders typically take? When I finally got a response she replied with a snappy connotation “simplify your question “!!!"
"Super disappointed with the service. I bought the Emile Henry Italian Bread Baker on Monday and it's now Saturday and my order status still shows "NOT SHIPPED", I called Sur La Table and used their call back service, the did call me back. The representative from Sur La Table offered no assistance with her uninterested tone, she did not offer to look into it or to check if there was a problem, she said it's in stock, then just apologized in a nonchalant manner and said to allow 14 days. What takes 14 days to ship? I had higher expectations for this company. I hope the 14 days is not to just to show that the item has been shipped. Ugh. I wouldn't use this company again, plenty of other options with better customer service."
"I bought several items, as advertised for Father's Day (7 days away). Just received notice my order won't be delivered until AFTER Father's Day. IF I had known I would have bought the same product on Amazon and gotten it delivered in 2 days. I'm SO bummed!!!"
"I ordered a product from them through Amazon, realized I ordered the wrong color, cancelled the order within 60 seconds of ordering it, and place an order for the correct color. I tried contacting them several times to make sure the order had been cancelled and finally got a reply two days later saying the first order had been shipped out. I retuned it as soon as I received it and still haven't gotten a credit for it. I'm now having to go through Amazon to try and get my money back. What a nightmare! You've been warned!"
"Purchased chocolate covered orange slices of which cost $30.$5 per slice. Highly overpriced and overrated."