ComplaintsforThe Sewing Machine Lady

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hi, on July 14, brought over my Juki sewing machine to ***** in the morning. After over a week trying to get a hold of her to request an update, I finally received my machine back. Paid $135 for the repairs. Brought it home to test. Machine still not working properly. I've been calling ***** the owner of the business last two weeks and no call backs. I've called and tried emailing. I've asked to repair the machine but now I'd like a refund. Rather take the machine elsewhere. Lack of communication. Requesting a refund. Thank you. *****

  Business response

  08/31/2023

  The machine was working properly when it left my shop, as demonstrated by the stitching sample I always attach to the machine.  The customer left me 2 voice messages when I was sick and unable to respond. I have been unable to locate any other messages. When I was able to call him back, he reused to take the call and has not returned my message explaining the situation.  Problem like this are typically user error, sergers are notoriously difficult to thread and use, which is why my practice is to offer a 6 month warranty on the work and am available via text message for sending photos of the problem under normal circumstances. 

  Customer response

  08/31/2023

   
  Complaint: 20394491
  
  I am rejecting this response because:

  More attempts to reach ***** than 2 phone calls. 

  I've loaded my call logs. 

  Machine was picked up on the July 14th.

  Called on 7/18 and left a message. 

  Called on 7/25 and left a message., 

  Call on 7/27 and left a message. 

  Emailed on 7/28. 8:48 AM. See attachment. 

  Last voice message I stated I would call the BBB to file a complaint and it was going to be the last call. 

  Returned my call on 7/28. 9:37AM. ***** left a voice message. 

  Filed complaint through BBB on 7/29. 

  At this point, needed help from BBB to resolve this issue with the Sewing Machine Lady. 

  Likely returned my call after I had stated a complaint would be filed with BBB.

  I failed to mention that it took a week longer to receive my machine. 

  ***** stated she had some home issues to resolve but failed to communicate the delay. 

  This company has failed to communicate properly to customers in a timely manner. 

  I do not wish to return the machine for further repairs from this company. 

  Requesting a refund. 

   

  
  Sincerely,
  
  **********

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