Sur La Table in Novi, MI Closed now

Reviews about Sur La Table

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  November 22, 2019, by Samuel Phillips
  Good Afternoon, I wanted to write a quick email in regards to some customer service I received at the Sur La Table located at Twelve Oaks Mall, Novi, Michigan 48377. This is the story of how I was directed to one of the best products I have ever bought! I arrived on Monday the 18th to make a few Christmas purchases and the experience was wonderful. The staff helped me find a few items for my wife and the checkout went smooth until my card would not scan. The cashier flipped it over, and we had noticed that somewhere during the Christmas shopping my magnetic strip had been damaged. The cashier explained that it would not be a problem and he manually punched the numbers into the system and the transaction went through. I left happy and with some nice new gifts for my family. On Tuesday the 19th I decided to head back into the store to purchase a few more items that I had decided to sleep on. I walked right in, and headed over to the item I was looking to purchase. I was only in the store for about two minutes since I already had my eye on a product and knew exactly where to go to get it. I went up to the same register as yesterday only now it was a different cashier. Unlike the previous day she was more abrasive and hardly even greeted me. I explained that I was in the store yesterday and that the magnetic strip on my card was damaged, I told her that they manually punched the numbers in and the transaction went through perfectly. I handed the woman my card and she tried to scan it to no avail. She scanned it about 20 times before I had to remind her that the magnetic strip was damaged and would need to be manually punched into the system. There was no response from the cashier as she continued to try to scan the card, then proceeded to try to clean the back of the card with the edge of her shirt and scratching at it with her nails. Once again I explained that the card will not work and told her all about the previous day and how it was damaged. She continued to ignore me and instead told me a combination of alcohol and some other products would clean the card. For what seemed like the tenth time I explained that I did not want the card cleaned, and all she would have to do is manually punch the card. The cashier explained that she would need to get a manager. She did not even hand the card back, she set it on her side of the table behind the register. Finally after about ten minutes the manager comes over and continues, yet again, to scan my card. I explain how I was in the store yesterday making purchases and the cashier manually inserted the card numbers. The manager asks to see my identification which I gladly hand over. Please keep in mind the name on my card and my identification match. She then hands both my card and identification back to me and tells me the unthinkable…. She says they will not be accepting my card, and that they will not manually insert the card as it is against the rules. I was shocked, not only does my identification match the debit card but I was also in the store shopping for my wife less than 24 hours prior with no issues. Then the cahier did the most helpful thing I have seen all Christmas! She directed me to your competitor Williams Sonoma located directly upstairs! I gladly took them up on the offer and headed upstairs and purchased the exact same product from a different store, all based on the recommendation of the store manager! I just wanted to thank the staff of Sur La Table for introducing me to the far superior William Sonoma! The product I bought works great and I was able to give my hard earned money to a store that treated me with kindness. All joking aside, you have staff directing paying customers to your competitor, just let that sink in for a moment. It’s a shame, I was very interested in signing up for the cooking classes but I will be taking that business elsewhere as well. Perhaps I will head into the store and see if they have any good recommendations as to where I could find some other class. I bet they would happily oblige.