M M.
Yelp
If there had been even the tiniest amount of customer service, there wouldn't be this Yelp review.
I called the Michigan Ave. store around 4 on Wednesday, July 13th and spoke with the Manager, Durwood. I said that I had loaf pans that had rusted in the washing machine, even though the instructions said they were machine washable.
Over the phone, he said he could give me a store credit. If he had said, "I am not sure what I can do without a receipt." or "Maybe I can help, but, there is no guarantee until I see the items.", I would have found the photo I took of the item when I bought it. From the start, his communication was misleading. I traveled an hour round trip to get to the store before closing and Durwood then told me he could only give me $1.99 per pan because they no longer carried that specific model. I did not have my phone with me, so, I had to rely on Durwood to help me locate proof of purchase.
When I asked Durwood to help me locate proof of purchase in the system I realized that Durwood was not trying to help me in any way he could. He was in fact combative and hostile. He insisted there was no way he could look it up, which was blatantly false. After pushing him, he found my records, but, said he did not find the purchase. I stated that I didn't always give my email when I made a purchase and asked for him to look another way. He became agressive and just repeated that he could only give me $1.99 an item. I said this was very disappointing to me. I feel Sur la Table should stand behind their items. He said it was "normal wear and tear". I asked if it was normal for products to fall apart in less than a year?
He kept insisting, with gritted teeth and barely suppressed rage that he could only give me $1.99. I said that $1.99 didn't do anything for me. At this point it was not even about the return or money or a credit. It was about a high end store not standing behind their product. Furthermore, it was also about a "buyer beware" attitude. If I expressed how upset I am, as a long standing customer, then I am treated with aggression.
I repeated that I was disappointed in Sur la Table. I stated that I wanted to make my disappointment known to Durwood's boss. He said, "Fortunately, she quit. So, there is no one for you to complain to.". I thought that comment was out of line. I was disappointed, but, I had not become emotional and I was not taking it to a personal level. Durwood should have said, "Unfortunately, she is no longer with Sur la Table, so, there is no one else for you to speak with at this time.". His snide and uncalled for response was proof that he was a disgruntled employee who did not care about making customers happy. It was so utterly inappropriate. He smiled through gritted teeth (actually it was a sneer) and said, "You can talk to customer service.".
At that point another employee showed up and tried to help and he shot down her suggestion and began talking about me under his breath to her. I said, "Durwood, please speak up so that I can hear what you are saying.". He was saying that the product was not falling apart and that I had purchased it more than a year ago. How would he know that with certainty? I don't always give my email with every purchase. And, rust all around the product makes it defective and unusable.
He responded that he could give me the number for customer service. I asked him to give me his full name as well. He gave me the number and walked away without giving his name. I asked him for his last name and he mumbled a name, but, who knows if he was giving his real name. I said to the other sales person that Durwood could be a little nicer and I walked home feeling complete disgust with the way I was treated.
At home, I found the photo of the item I took when I bought it. I had purchased 4 loaf pans at $12 each in late October 2021, 8 months ago. There is a limited lifetime warranty, which covers any defects in coating, material, or workmanship. The item number is 0003839785.
It is so disappointing Durwood couldn't have done more or tried to do more or even tried to be nice. The items are clearly Sur la Table, the name is stamped on the pans. I hope customer service can actually treat me as a valued customer and not a hostile enemy. If not, Sur la Table doesn't need any more of my money.