MAKE GOOD FOOD. INVITE PEOPLE. DO IT DAILY.Making and sharing food sets a place for talking, listening, and being -- together. What comes from the kitchen is a daily act of generosity, and one worth celebrating.OUR PRODUCTSDiscover your next cooking inspiration—we carry the best assortment of quality kitchen goods you’ll find anywhere.OUR COOKING CLASSESWhat started at our Berkeley store in 1996 quickly grew into America’s largest hands-on cooking class program.OUR STORESStop by our stores to satisfy all of your kitchen and dining needs in one place. No stores nearby? Great news—you're already on the right website!OUR ROOTSFrom the day that Shirley Collins opened our first store in Pike Place Market in 1972, we’ve been committed to a simple idea: Make good food. Invite people. Do it daily.
Written by the business, not verified by us.
Is Sur La Table legit?
Sur La Table (www.surlatable.com) has a 4.0 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Home & Garden and its reputation is good. 20% of reviews are 1 star, a relatively high share; The business has replied to 96% of negative reviews; Reviews mostly discuss Customer service, Product, Quality. Last updated 2026-08-28.
What reviewers say
AI generated
Reviewers had a great experience with this company. Consumers frequently praise the dedicated staff for being exceptionally helpful, polite, and quick to resolve unexpected order issues or missing items. Shoppers deeply appreciate the responsive support team that swiftly handles product replacements and answers all shipping questions with great care.
However, some customers also noted frustrating experiences when delicate items occasionally arrived damaged or missing entirely from their delivery packages. A few reviewers were completely unhappy with unhelpful service responses regarding product warranties, manufacturing defects, or strict store policies. People mentioned that resolving these specific product flaws felt difficult and required extra effort.
Auto-generated from all reviews of this business. For reference only.
Sur La Table Cutting Mats, Set of 4 (non slip) - I purchased these whilst on holiday in the Washington DC area. Got home to the UK, put them into the dishwasher and then went to use one of them on a quartz worktop and they are not non slip. Too dangerous to use. Contacted their customer service. All went well to start with. I produced photos of the mats, the wrapping from round the mats and proof of purchase. They the asked for my mobile number and asked for convenient times to phone because of the time difference. Gave them the information and then the next email said 'In order to proceed, the item must be returned to our warehouse. However, we are only able to provide return labels for items located within the United States.
We apologize for the inconvenience, but in this case, we will not be able to assist further with the return and refund process.'
I have replied to their email letting them know that this totally unsatisfactory as the goods that I have bought do not meet the criteria as given on the label. I have also been on their website and read the dissatisfaction from customers with regards to this product. I've asked for a refund for the cost of the product without necessitating me to raise a formal complaint to the Federal Trade Commission and also your Chief Executive Officer, Jordan Voloshin.
Reply from Sur La Table2026-05-20
Thank you for contacting us regarding your issue with the Sur La Table cutting mats.
We can assist with matters involving defective or misrepresented products; however, please note that we are a USA-based service and are only able to assist with claims and consumer matters that fall within the United States. Unfortunately, if you are located outside of the USA, including the UK, we would be unable to formally represent or assist further with the matter directly.
If you have someone who is USA-based and willing to assist on your behalf, we may be able to explore possible assistance through them. Please let us know if that is an option by contacting customer service at 317-559-2041 or sending us an email request.
The website was not allowing me to place an order for a dale item that was back ordered, but had a projected to be in stock in 2 weeks. I called my local Sur La Table, and the sales associate who answered could not assist me in place the order, but referred me to a phone number where I could be assisted. Darieel Lopez was outstanding. She not only secured the back ordered product, but also assisted me with my entire order. She was friendly, professional, courteous and thorough. THANK YOU!
Reply from Sur La Table2026-05-06
Hello Frank,
Thank you for taking the time to share your experience. We apologize for the issues placing your order online, but we’re so glad Darieel was able to assist and provide excellent service. We’ll be sure to share your kind words with her and the team.
Thank you for choosing Sur La Table, and we hope you enjoy your order!
Poor quality product but responsive customer service
I bought a tagine online in November 2025. The first one arrived broken. I had to go through a few hoops to get it replaced, but they did send a new one. The second one also arrived broken. I had to go through more hoops just to get it replaced.
I was unable to use it for a few months because of my schedule, and finally used it at the beginning of May. I made a Moroccan dish, used the tagine responsibly in the oven, and as I was taking the chicken out of the dish, noticed that the whole bottom was cracked after just one use.
When I called Sur La table customer service, I was told that there was no recourse because their short window of warranty time had passed. End of story.
Not even an iota of remorse.
It was only after an initial bad review on trust pilot that I received further communication from customer service.
At that time they offered either to replace the item again, which I decided was not prudent given that it had initially had poor packing and shipping problems and then the breakage after our first use. So I opted for their other offer which was a gift card to compensate for the purchase.
I’m sorry it took an initial difficult review to get their attention, but I am grateful that it did in fact, get their attention to provide good customer service that I would expect from Sur La Table.
Reply from Sur La Table2026-05-05
Dear Susan,
Thank you for taking the time to share your experience. I’m really sorry to hear about the repeated issues you’ve had—not only with the condition of the items upon arrival, but also with the tagine cracking after its first use. I can understand how frustrating that must have been, especially after going through multiple replacements.
While our warranty window is typically limited, your situation involves several unusual circumstances, and I’d truly appreciate the opportunity to take another look at your order. We want to make sure we’re being fair and thoughtful, not just following policy without context.
If you’re open to it, please contact customer service at 317-559-2041 and request to speak to Escalations. I’ll personally review the case and see what options may still be available. I will be reaching out to you directly via email so we can review the details together and work toward a resolution.
We value your trust and hope we can find a way to improve your experience.
When I called customer service, Ariel was great in helping me place my order and applying my gift card.
Reply from Sur La Table2026-04-28
Hello Selena, we are glad to hear Ariel did an excellent job making the process smooth and helping you use your gift card. We’ll be sure to pass along your kind words—thanks for sharing your experience!
Buyer beware. Won’t honour their warranty if the item was purchased in Canada. I had a receipt and it was within the 1 year warranty period. But they insisted they could not help me because it was purchased outside the USA. Would NOT recommend purchasing from this company. Very disappointing.
Reply from Sur La Table2026-04-21
Hello Mike & Nik
We’re sorry to hear about your experience and understand how frustrating this must be. That’s certainly not the impression we want to leave.
We’d appreciate the opportunity to take a closer look into this for you. When you have a moment, please respond to our Trustpilot information request with additional details such as your order number, proof of purchase, and any relevant information about the issue. This will help us review your case more thoroughly and determine what options may be available.
Thank you for bringing this to our attention—we look forward to assisting you further.
Really bad customer service. Condescending and unhelpful, sadly. Purchase your kitchen gear elsewhere!
Reply from Sur La Table2026-04-13
Hello Madeline,
We’re sorry about your experience—we aim to provide much better service. If you’re open to it, please provide more information like the order number or reply to the information request I forwarded to you. We’d be happy to review your order and work toward a better solution.
I ordered a bunch of drinking glasses for a party and had them expedited. Unfortunately, several of them showed up broken but Joe.F from customer support was beyond helpful. He was very quick and responsive and helped me resolve the issue right away by expediting new drinking glasses. He made the process very seamless and easy.
Reply from Sur La Table2026-03-11
Hello Natalie,
We appreciate you taking the time to leave this positive review. We will be more than happy to congratulate Joe for the excellent job he is doing. We are glad to hear his quick response provided a painless experience for you.
I placed a simple order for a cast iron skillet but a tangle ensued. After several phone calls, to no avail, Customer Service Agent Jonathan Rodriguez stepped up and solved the problem in a few minutes. Jonathan was courteous and knew what to do, who to call, how to get it done. Within a half hour I had confirmation that my skillet was on the way. Give the man a raise!
Reply from Sur La Table2026-03-04
Hello Kathryn,
Thank you so much for sharing your experience!
We sincerely apologize for the initial frustration with your order, but we’re so glad Jonathan was able to step in and turn things around. He truly embodies the level of care and ownership we strive to provide, and it’s wonderful to hear how quickly and efficiently he resolved everything for you.
We’ll be sure to share your kind words and recognition with Jonathan and our leadership team — feedback like yours means a great deal.
Thank you for your patience and for choosing us. We hope you love your new cast-iron skillet!
I had the best customer service experience in years when I inadvertently double booked a spot in a cooking class at Sur La Table. I had my doubts about receiving a refund but Darieel Lopez called the store and explained the situation to the store manager, with the end result being reimbursed for my expense.
Reply from Sur La Table2026-03-03
Hello Sharon,
Thank you so much for taking the time to share your experience!
We’re absolutely thrilled to hear that you had such a positive customer service experience at Sur La Table. Double bookings can certainly happen, and we’re so glad everything was resolved smoothly for you.
We’ll be sure to pass along your kind words to Darieel Lopez — it means a great deal to know that his efforts made such a difference. Providing thoughtful, attentive support is always our goal, and it’s wonderful to hear that reflected in your experience.
We truly appreciate your feedback and look forward to welcoming you back for your next cooking class!
We received a Le Creuset Teapot as a gift for Christmas. It was not a color that went with our kitchen decor, so we tried to exchange it for a different color. Took it back to a local store, with the receipt, and they told us they could not return it because it was "used". We used it one time to make one pot of tea on Christmas day, and that was it. I tried to contact the corporate offices and customer care at Sur La Table and got NOWHERE... they kept making really lousy excuses that the item was "used" and "was ordered 6 months ago" (it was 2 months at that point). But what retailer, in this day and age does not RETURN items??? This is (obviously) why Amazon and other online outlets are killing local businesses. When you appeal directly to the corporate office and they still blow you off, even when you tell them you're going to write a negative review about your experiences, someone's obviously not paying attention. So here you go.
Reply from Sur La Table2026-03-01
Thank you for taking the time to share your experience. We’re truly sorry to hear about the frustration you had at the store. Although it is a fact that our return policy does limit returns on items that have been used, and that we do not offer exchanges on hard good products. However, if you’re not satisfied with your purchase, you have up to 30 days from the date of delivery (or purchase date for store purchases) to initiate a return. We had an extended return window that ended on January 31st. We genuinely appreciate your feedback, as it helps us identify where we can better communicate our policies and improve the overall customer experience.
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.
Reply from Sur La Table2026-02-18
Hello Dee,
I’m very sorry to hear about your experience. I’d be happy to look into this for you and see how we can best assist in resolving the matter. Please feel free to share any additional details so I can further review and help.
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.
Reply from Sur La Table2026-02-18
Hello Ernie,
Thank you so much for sharing your experience!
We’ll be sure to share your kind words with Joe and the team. It means a lot to know his assistance helped ensure your mother-in-law received her gift so quickly.
Thank you again for your feedback and for allowing us to help!
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
Reply from Sur La Table2026-02-12
Hello Cristina,
Thank you for your feedback. We sincerely apologize for the confusion and frustration regarding the delivery timeframe.
The estimated 3-day delivery shown at checkout reflects the expected transit time once the order has shipped. Processing times may vary slightly, which can result in tracking information being sent a bit later than anticipated. In some cases, overall delivery can take 3–5 business days, depending on fulfillment and carrier timelines.
We understand how important clear and accurate expectations are, and we’re sorry this experience did not meet yours. If you would like us to review your specific order, please reply to my information tequest
Ships promptly. Items arrived packaged well and in new condition. Would be a five-star review if their customer service were not so lacking.
Reply from Sur La Table2026-02-10
Hello Kim,
Thank you for your feedback! We’re glad to hear your items arrived promptly, well-packaged, and in excellent condition. We sincerely apologize that your experience with our customer service did not meet your expectations. Your comments are important to us, and we’ll use them to improve and ensure a better experience for all our customers in the future.
We appreciate your business and hope to have the chance to provide a five-star experience next time!
Insane Return Policy Unlike Anywhere. Never again.
-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!)
Reply from Sur La Table2026-02-06
Hello Sara,
Hi there,
I’m sorry to hear about the issue with your order and that the gift card wasn’t applied as expected. I understand how frustrating that can be, and I’ll be happy to help get this sorted out for you.
To locate your order and assist further, please reply with the additional information requested. Once I have those details, I’ll be able to look into this right away.
Thank you for your patience—I look forward to helping resolve this for you.
Heidi Sur La Table Customer Care
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!
Reply from Sur La Table2026-02-05
Hello Tom,
Thank you so much for sharing this! We’re sorry for the initial Zoom link issue—we know how stressful that can be right before a class starts. We’re thrilled to hear that Mary Hidalgo was able to step in quickly and get everything sorted. She’ll be delighted to know her calm and professionalism made a difference. We’re so glad the panic turned into a great experience (and good eats!). We hope to cook with you again soon.
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!
Reply from Sur La Table2026-02-05
Hello Sonia,
Thank you so much for taking the time to share this! We’re thrilled to hear that Jonathan provided such excellent customer service and handled your concern with patience and kindness. We’ll be sure to pass along your kind words—he’ll really appreciate them. Thank you for choosing Sur La Table!
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.
Reply from Sur La Table2026-01-29
Hello Bonnie,
Thank you so much for taking the time to share your experience! We’re thrilled to hear that Daniel was able to assist you and get everything sorted out so quickly. Providing clear communication and going the extra mile for our customers is something we truly value, and we’re glad Daniel delivered on that. We hope you have a wonderful time at your upcoming cooking class—happy cooking!
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.
Reply from Sur La Table2026-01-31
Hello Rebecca,
Thank you so much for your kind words! We’re thrilled to hear that our team was able to quickly help you with your receipt. Providing helpful and friendly service is always our goal, and it’s wonderful to know we made your experience a positive one.
We look forward to welcoming you back to the store soon!
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!
Reply from Sur La Table2026-01-28
Hi Melanie,
Thank you for the wonderful feedback! We’re happy to hear that Joe F. was prompt and helpful in assisting you with the $15 first-purchase discount for your cooking class and that he was able to resolve it so quickly. We truly appreciate your recommendation and look forward to welcoming you to Sur La Table again soon!
Tovala
KNIVES ETCETERA®
Williams Sonoma
Cleanomic
Our Place
cmpersonalgifts
Scheels
MightyNest