If you sell a product, stand behind it, or don’t sell it at all
On August 1st, my wife and I went to Sur La Table in North Scottsdale because we wanted to purchase a Ankasrum mixer, only to find that they are online only. Fair enough, we ordered one when we got home. The issue here is that we purchased 2 clearance items. One was an oven mat from Belgium that protects your oven from spills. It’s used in place of aluminum foil and is rated at 464 degrees fahrenheit. I used it at 350. My house began filling with an odd smell, so I opened the oven and was greeted by clouds of white smoke, which set off our smoke alarms. I was able to get the mat out using tongs…..it was melting. The other purchase was a set of stainless steel bowls that held 2 cups, 1 cup, and 1/2 cup. They rusted the first time I used them and cleaned them. We took them back, and was told that clearance items are non returnable……understandable, but these items were defective. After some back and forth, the clerk reluctantly gave us a store credit…..$43 and some change. Will we shop there again? Yes, so that we can use the credit, but after that, no. Sadly, we’ve spent A LOT of money there over the years, and for arguing over $43 they’ve lost a boat load of future revenue. Not very smart. Sur La Table replied to my review, asked for contact information, which I supplied. Then I get an email from customer service stating that clearance items, even if defective cannot be returned unless they can be put back into inventory. He further stated that he would make an exception provided I send photos of the defective merchandise…..which I no longer have had he taken the time to read my original review. (the store has them). So I am downgrading them to 2 stars, and we will never set foot in a Sur La Table store again other than to use the store credit they reluctantly gave us as a “one time exception.”. They sure know how to make you feel valued as a customer.