Sur La Table 砧板，4件装（防滑）——我在华盛顿特区度假时买的。回到英国后，我把它们放进洗碗机洗了，然后想在石英台面上用一块，结果根本不防滑。用起来太危险了。联系了他们的客服。一开始一切顺利。我提供了砧板的照片、包装照片和购买凭证。然后他们问我要手机号码，因为时差原因想约个方便的时间打电话。我给了信息之后，下一封邮件却说："为了继续处理，商品必须退回我们的仓库。然而，我们只能为位于美国的商品提供退货标签。
很抱歉给您带来不便，但在这种情况下，我们将无法继续协助您完成退货和退款流程。"
我已回复他们的邮件，告知这完全不可接受，因为我购买的商品不符合标签上说明的标准。我也在网站上看了其他顾客对这款产品的不满反馈。我要求退还商品费用，否则我将不得不向联邦贸易委员会以及贵公司首席执行官 Jordan Voloshin 正式投诉。
Sur La Table 回复2026-05-20
感谢你联系我们反馈 Sur La Table 砧板的问题。
我们可以协助处理缺陷或描述不符的商品问题；但请注意，我们是美国本土服务商，只能处理发生在美国境内的索赔和消费者事务。很遗憾，如果你身处美国境外（包括英国），我们无法直接为你正式代表或进一步协助此事。
如果你在美国有愿意代你处理的人，我们可以尝试通过他们来提供协助。如有此可能，请致电客服 317-559-2041 或发送邮件联系我们。
你好 Kathryn，
非常感谢你分享你的体验！
对于你订单最初带来的困扰，我们深表歉意，但很高兴 Jonathan 能够介入并扭转局面。他真正体现了我们努力提供的关怀和负责态度，很高兴听到他如此快速高效地为你解决了所有问题。
我们一定会将你的美言和认可转达给 Jonathan 和我们的领导团队——像你这样的反馈对我们意义重大。
感谢你的耐心以及选择我们。希望你喜欢你的新铸铁锅！
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.
Sur La Table 回复2026-03-03
你好 Sharon，
非常感谢你抽出时间分享你的体验！
我们非常高兴听到你在 Sur La Table 拥有如此积极的客户服务体验。重复预订确实可能发生，很高兴一切最终都顺利解决了。
我们一定会把你的美言转达给 Darieel Lopez——知道他的努力带来了如此大的改变，对我们来说意义重大。提供周到、专注的支持始终是我们的目标，很高兴在你的体验中得到了体现。
我们真诚感谢你的反馈，期待下次为你烹饪课服务！
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.
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
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!
Sur La Table 回复2026-02-05
你好 Tom，
非常感谢您分享这段经历！对于最初的 Zoom 链接问题我们深表歉意——我们明白上课前遇到这种事有多让人焦虑。很高兴得知 Mary Hidalgo 迅速介入并解决了问题。她会很高兴知道自己的冷静和专业起到了作用。我们也很高兴慌乱最终变成了一次很棒的体验（还有美食！）。期待不久后再次与您一起烹饪。
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