Complaints

This profile includes complaints for Sur La Table's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sur La Table has 24 locations, listed below.

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  Sur La Table

  6100 4th Ave S Ste 500 Seattle, WA 98108-3219

• 

  Sur La Table

  1101 S Joyce St Ste B20 Arlington, VA 22202

• 

  Sur La Table Easton

  3990 New Bond St Spc 236 Columbus, OH 43219

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  Sur La Table

  2500 Burton St SE # 2488 Grand Rapids, MI 49546

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  Sur La Table, Inc.

  4421 Six Forks Rd STE 107 Raleigh, NC 27609

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************. Horrible experience. I have returned my order SF0006592170 in good faith back to the company with the prepaid return label they have provided to me and the return was lost in transit by ***. Surlatable has opened a claim with *** about this which was solved in my favor, and *** has accepted responsibility for the loss and paid the claim in the full amount to Surlatable. After telling this to Surlatable, they are informing me that they can not assist me and to contact my bank. They are stealing money from *** which was supposed to be directed to me, and they are keeping my money paid as well. This is a direct violation of my consumer rights Uniform Commercial Code ***** Effect of Breach on Risk of Loss the responsibility and risk of loss transferred entirely to your company upon me tendering of the package to ***. You are ignoring your legal responsibility and unfairly holding me financially responsible despite the claim being paid in full to your company.

  Business Response

  Date: 06/25/2025

   

  Hello BBB Team,

  Thank you for bring this to our attention, we did recommended the customer to contact the credit card because  we did not received a positive resolution from the carrier and this issue still under review by our management team 

   

   

   

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23500957
  
  I am rejecting this response because: Surlatable has provided me with a prepaid return label and specific instructions for returning merchandise, I properly packaged and returned the merchandise using their prepaid return label. The return was lost and *** has already accepted responsibility and issued a claim. However, your company chose insufficient insurance coverage of $100 for goods valued over $4,000. Under Uniform Commercial Code ***** Effect of Breach on Risk of Loss the responsibility and risk of loss transferred entirely to your company upon me tendering of the package to ***. Furthermore, since your company failed to obtain proper insurance with ***, under New York law CACI No. 2361. Negligent Failure to **************** Coverage you are held responsible for not obtaining proper insurance with **** Specifically outlined:  New York recognizes the general rule that an agent or broker who intentionally or negligently fails to procure insurance - will be liable to the client in tort for the resulting damages. Furthermore this was upheld by the **************** of California Civil Jury (**** Ins. ********** Solutions Ins. *********** (2016)244 Cal.App.4th 883, 890 [198 Cal.Rptr.3d 687].  Surlatable has ignored their legal responsibility and unfairly held me financially responsible.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/03/2025

   

  Hello BBB Team,

  As I have mentioned before this matter still under review by our Management and **************** Team !!  we did **** the customer to contact his credit card 

  and request assistance as well, I do apologize for all inconveniences   

   

   

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife purchased stainless-steel measuring cups. Without unusual or excessive use the handle began to detach from the cup clearly from a failing weld where the two meet. My wife reported this to Sur La Table, the supplier. She was asked for photos and provided them. She was told after a review it was determined that we cannot replace this item since our lifetime warranty doesnt cover the normal wear and tear of the product.Failing welds are not normal wear and tear, they are a manufacturers defect and further if the cause of failure were over stressing the part then the point of failure would be adjacent to a proper weld, not directly at the point of welding.

  Business Response

  Date: 06/25/2025

  Hello!
  
  We apologize for the experience with the damaged items. 
  
  In this case, we can assist you with a Sur La Table store credit to use either in-store or online. We would just need the proof of purchase since the photos of the items have been sent under the ticket number provided.
  
  Once again, we apologize for the inconvenience and appreciate your comprehension.