Horrible customer service, DON’T WASTE YOUR MONEY! - Sur La Table West Palm Beach - Buy Reservations
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🤮 1/5 - Horrible customer service, DON’T WASTE YOUR MONEY!
By 👻 @Andrew K., 01/20/2020 3:00 am
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My wife purchased us a cooking class for my birthday that we were very excited about. We live in Ft. Lauderdale and should take about 20 min to get to the Boca location but we left 35 min before just to be sure to get there in time. While on the way there was a crash on I95 that closed all the northbound lanes of travel which left us stuck on I95 at a standstill for over an hour. Approximately 20 min before the class was about to start we called Sur La Table and informed them of our status and the fact that we would not be able to make the class due to the accident and the fact that I95 was a parking lot. The first employee my wife spoke to immediately stated that they do offer refunds under any circumstance within 48 hours. My wife did not even ask for or mention a refund at that point so it was off putting. My wife then requested to speak with a manager to discus the issue. The manager who answered rudely stated, as the employee did, that they do not offer refunds. My wife again has yet to even ask for a refund (we really just wanted to reschedule for another class) so this again was off putting. When my wife stated that we just wished to reschedule the manager said that they would not reschedule but they now could offer a 50% refund which is outrageous because we had zero control over the circumstance we were in. When my wife said that 50% was not acceptable the manager said that “that was their policy” and it was “the best she could do” but for some reason gave the National customer service number for Sur La Table. Obviously confused by what was going on we called the customer service number and spoke with a very nice employee. After we told her about our situation she immediately offered a 100% refund and apologized. Unfortunately the very helpful employee who actually knows customer service will not be saving my family or I from ever doing business at any Sur La Tables again in my lifetime. I will also express my opinions to anyone in my social group and colleagues. In a day and age when customer service should be excellent, it does not make sense to try and scam a first time client out of money. I just wish I had more hands to give this more than two thumbs down.
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