Issue Resolved After Public Review – System Glitch & Initial Delay
UPDATE: Following this review, Freddy (Customer Support Manager) reached out to clarify that a system issue had prevented the full refund from going through on PayPal’s end. He manually processed the correct refund of $25.93 and provided confirmation. I appreciate management stepping in to take ownership and fix the issue promptly after seeing my review. However, the original experience—receiving an item packaged while broken and needing to post a public review to get a response—was frustrating. I am adjusting my rating from 1 star to 4 stars to reflect that customer service did ultimately make things right. I am deeply disappointed with my recent experience ordering plates from Sur La Table. The items shipped separately, and the very first plate I opened was cracked. What makes this worse is that the box arrived in perfect, undamaged condition and the plate was wrapped carefully—meaning it was packaged and shipped out already broken. No one bothered to inspect the item before sending it. Things went from bad to worse with Customer Service: The Promise: I reached out, and they agreed to a full refund. I even received an official email stating my refund of $25.93 had been processed. The Reality: PayPal notified me of a refund for only $3.46—which turned out to just be the "Worry-Free Delivery Service" fee, not the cost of the damaged item. The Silence: I immediately emailed them back to fix this discrepancy, and they have completely ghosted me. To ship broken items and then mislead customers about full refunds feels completely deceptive. I feel cheated and will not be purchasing from Sur La Table again. Buyer beware.