Sur La Table — Local services in Roseville

We purchased a complete set of scanpan cookware. We noticed that the non-stick was wearing. I contacted the store they told me I had to deal with the manufacture. Not an easy process. You must complete a form and ship the product at your own expense back to them (approx $40). Then they have their own “independent“ people inspect the pans to see if the warranty may have been void depending on if you followed manufacturer guidelines.

Just got an email back from the manufacture. Quote: “It has come to our attention the CTQ item/s submitted are not available for warranty replacement due to being a store brand exclusive. Our apologies.”

I called Sur La Table in Roseville- spoke with the manager and explained the situation. He said sorry I cannot help you you must deal with the manufacture. I said the problem is you’re selling store brand and they are not covered by the manufacture but when I purchased them you told me that they are covered with a lifetime warranty through the manufacture. Even on the phone you keep on saying the warranty is life tine and you must deal with the manufacture

After about five minutes or more of going back-and-forth, we weren’t getting anywhere and you weren’t willing to do anything. You did apologize but that is about as far as you’re willing to take care of your customer. Given the situation I cannot recommend anybody buy any product from the store as you’re pretty much will be on your own. Best to buy scanpan directly vs this store and avoid having a situation like this...

Sent them this message and no response after a week.

Hello,

Yesterday, I purchased a culinary torch for searing meat that was sous vide. Last night I used it, and it didn't work well for searing meat at all. I tried returning it today because that was the only purpose I purchased the product for.

Before asking what was wrong with it, the girls at the counter said they couldn't take it back. They told me to just contact the company instead.

I think that it's unfair to customers to not have a good return policy and it doesn't make me want to shop at the store anymore. I'm out $80 on something that I'm not planning on using anymore. When I purchased the item, I told the lady what it was for and she didn't give any indication that it wasn't good for meat searing.

I don't like how when you're trying to purchase something, employees are interested in making a sale but when you want to return something, they don't want to help you.

Please let me know what you can do for my situation. I enjoy the store a lot, but if there isn't a solution, I probably won't shop here anymore. I couldn't imagine purchasing an item that's hundreds or even thousands of dollars and being told that because it was used once, you can't return it.

Don't spend big money here, because if you are unsatisfied with your purchase, there's a good chance they will not accept...

Very disappointed. Went into the store a few days ago to look at espresso machines. No one even acknowledged me or asked if I needed help the 15 minutes I was there. I come back a few days later with my husband and started looking at the machines again together. Again no one acknowledges us or greets us at all. They have cups out to try the different machines. I got one to try and make myself a cup of espresso and an employee comes out and starts yelling at me saying the machines are for demonstration purposes only an employee has to show you how to use them. And says “ that’s why there is a sign here, saying the same thing” she goes to point to it and there is no sign anywhere. Definitely killed my vibe and did not want to make me shop there at all. I sat down the stuff I was planning on purchasing...