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.