ComplaintsforMy Sewing Room Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On ******* *** **** I purchased the PunchWork Tool #** online, from The Sewing Room (receipt attached). I received the product on ******** ** **** in terrible condition; very scratched, looked used to me (photos attached). I contacted the Sewing Room the same day, expressing my concern, requesting a refund due to its condition but was denied a refund and was told there is nothing wrong with it, as it is a genuine ******* accessory. I paid ******* (plus tax & shipping) for this foot and I am very disappointed in the poor quality of it. ******* advertises a pristine, polished foot, with red print. I have attached ******** advertisement along with their video which promises perfection & precision in ALL their presser feet and states **** design to finished foot, every detail is honed, making sure that even the smallest surface is meticulously finished. It can be found here: **************************** I have also attached a copy of ******* ****** Mr. ********* promise to ******* Customers which The Sewing Room has failed to honor.

  Business response

  28/04/2023

  The product in question was indeed purchased from ** by *********************, whom we spoke to at length on the phone prior to her purchasing and our shipping of the product.
  This accessory had many small pieces in the box, we opened the box to verify all components were indeed in the box and the item was complete. At this time there was no damage or deficiencies to the product. The finish on the accessory purchased is correct and suffers no blemish.
  We had 2 sets available, we sent ******* ****** the one with the most pristine packaging. Carboard packaging doesnt do well on open shelves and quite often has wear and tear due to staff and customer handling. However, the product inside suffers no wear and tear and this was confirmed prior to shipping.
  The video ******* ****** references isnt related to the product she bought.
  Technically this is an accessory and not a foot as she states. They are related but not directly comparable.******* makes a very good product, and we provide an honest service.
  The product is new and has never been used. I personally own one of the very same and it is identical in finish and craftsmanship. The finish is not the same as some products but is in no way defective, nor used unless by ********************* herself. This accessory is non-refundable, and ******* ****** has been made aware of this several times.
  A Non-refundable policy is in place because people often buy these expensive tools, make the project and then demand a refund or often find the tool is not easy to master and want to return to us in a used state.
  Bernina products are expensive but quite lovely once a person masters the technique of it.
  There will be no offer of refund on this product.
  I am sorry that ******* ****** feels she has an inferior product, she does not.
  I hope that she learns to use the tool and enjoys all the many creative opportunities it can provide.

  
  Sincerely, *****************
  Owner
  MY SEWING ROOM INC
  ******** ********************************
  ******* **
  ******
  

  
  

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please see attached Letter of Response and supporting photos mentioned in response.

  Sincerely,

  ******* ******

  
  

  Business response

  01/05/2023

  Our business with ******* ****** is completed. I understand that ******* ****** may not like our decision but it is our final decision.

  We sold the product in good faith and in good working order. If ******* ****** is unhappy with the manufacture of the product, she is invited to discuss her thoughts with the manufacturer, ********************** All the documents provided by ******* ****** are from ********************* and as such they would be responsible for them.

  I understand ******* ****** has also reached out to ******* ****** and they provided her with a similar response. see below

  The foot sold to Ms ****** is completely functional and therefore she is not owed a refund. The foot functions as advertised. The finish on the foot may vary from the published photograph due to normal manufacturing process, but this does not affect performance of this accessory. All BERNINA accessories go through rigorous testing and quality control. This accessory meets those standards."

   

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