Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Janome HD 2200 ($350) sewing machine from Ken's Sewing Center on 2/24/25. It was delivered on 2/28/25. Upon arrival, I set up the machine and began sewing. Within a few minutes I realized the machine was not functioning properly. The buttonholes it produces are narrow on one side and wide on the other (see images). The problem reproduces through all machine settings, even when following the exact directions in the manual. Clearly, I was sold a faulty machine.I called customer service hoping to return the faulty machine. They explained that I must pay for return shipping myself (~$50) and pay a 10% restocking fee ($35). All told, Ken's Sewing Center is demanding I pay upwards of $85 to return a broken machine. This is entirely unreasonable.Customer service explains that my only other option is to have the machine repaired by their service department. This falls well short of a satisfactory solution. ***** sold me a broken machine and is now demanding $85 to take it back, or else have the same business who sold me a faulty machine "fix" it. If ***** can't be trusted to sell a functioning machine, how can they be trusted to fix a faulty one?The only reasonable solution is to have ***** cover the cost of the return shipping and to wave the restocking fee.

  

  Business Response

  Date: 03/18/2025

  As with any trustworthy brand they offer a factory warranty.  The customer spoke with our repair department and we tried to help them over the phone.  The manufacturer warranty will take care of this issue with no problem.  The customer did not want to use the warranty and only wanted to return for refund.  We revert back to our store policy.  The store policy is listed our on website at ***************************************************

   

  We are glad to help the customer under the warranty. The issue they are reporting would not be a problem to repair If the machine came back to us and was determined defective, ***** would replace it with a new unit and send to the customer.  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23075857
  
  I am rejecting this response. Under normal circumstances, the store policy makes sense. However, I was sold a lemon. If the product arrives defective, this does not speak well to the longevity of the machine. Even with the warranty, this is not hassle free; its already proven a hassle/not worth the expense. And the only solution **** is offering is a protracted back and forth that will cost both time and money. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/19/2025

  We have a posted store policy on our website.   

   

  If the customer wants to return for a refund they are welcome to send it to us at the address that is provided on our website and also below

   

  Ken's Sewing Center

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

  *************, AL 35661

   

  I will waive the restock fee but we cannot cover any shipping.  As stated in our previous email the machine is under the factory warranty and we are factory trained technicians that can repair the machine under the warranty.  There is no way to tell if it is user error or if there is an issue.  Either way we are happy to help the customer.  

  Customer Answer

  Date: 03/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Janome part *****, the remote thread cutter. It is supposed to have a plate with it that connects to my pressure foot. It shows that plate in their websites picture of the item. Janome site shows it is included with the part as does every other website that sells it. It arrived today with out the plate. I called **** and explained problem. I was told the item does not include the plate and doesnt come with it. They state they do not have one. They did not offer to get me a plate from manufacturers. If I send it back they want 10% restock fee, the original shipping and I would pay the new shipping. This would cost a large part of the item original cost. I feel the part was misrepresented by **** and I am being lied to. If they werent including the original part. It should have been mentioned on the item description. I want the missing plate.

  

  Business Response

  Date: 09/09/2024

  This is *************************, Owner at Ken's Sewing Center.  I have reviewed all correspondence with the customer.

  What the customer ordered and is pictured on our website is the correct item.  The item the customer is wanting to order is not sold at www.KensSewingCenter.com.  ******************** ordered the switch.   From her emails she is wanting an item we do not sell in the switch and plate

  I have personally emailed the customer letting them know they can return it. As you can see in our email correspondence I offered to order it for them as well.   I do not sell the item they emailed us a picture of.  I am attaching correspondence in our emails.

  I have noted for my staff NOT to charge them a restocking fee if this helps the customer.  I can special order the item they want to order.  It is $94.99.  I will email them our return form and have noted about the restocking fee.
  

  I am sorry if the customer was confused on what they ordered and we try to be very clear with images and what the item is so this does not happen.  If I can personally help ***************************** I will be happy to so she gets what she is wanting to order. 

  Please see attachment.

  Sincerely

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

  Owner

  Ken's Sewing Center

   

   

   

• Initial Complaint

  Date:02/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/13/24, I ordered a sewing machine hem guide from ***** Sewing. I was charged for the item on Jan 13th, and have not yet received it. **** tracking indicated the item has been in transit since 1/19/24.In my experience with consumer products, items that have been "in transit" for almost a month do not arrive. Contact with ***'s requesting a refund has resulted in the proverbial "It's in the mail".

  

  Business Response

  Date: 02/09/2024

  I informed the customer the **** still has their item in transit.  I have contacted the carrier and was told that it is still in transit but delayed. I have given the customer a choice for repaying for the item or sending it back.  We rarely would refund a customer when an item is in transit, but can do this if that will make the customer *******************'s ********************** just needs to know if the customer will repay for it or send it back.  **** insurance was purchased but the **** will not pay a claim on an item in transit. **** tracking number is 9434636106028149107077 

  I am happy to help the customer in any way I can.

  Please see attached copied of emails and tracking.
  

  Thank you

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

  Owner

  Ken's Sewing Center
  

  Customer Answer

  Date: 02/09/2024

  Hi. Thank you for helping to resolve my issue.

  The vendor has issued a full refund for the non delivered product, and I have agreed to either repay the vendor or return the item should I receive it. 

  I am satisfied with the resolution of this complaint. Please close the case.

  Thank you again,

  **************;

   

   

  Customer Answer

  Date: 02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 01, 2023 I ordered a software program (My Block Piecer Software for Machine Embroidery - $399.00) via Amazon.com that was shipped from Ken's Sewing Center. I received the software March 06 via USPS.I ordered the software as a surprise for my wife. I waited to give it to her until she was finished with her preparations for a quilt show. I gave her the software on Monday, April 24. She installed the software but a serial number is required to make it operational. THERE WAS NO SERIAL NUMBER INCLUDED IN THE PACKAGING. I phoned ***'s **************** and was told that they could not help me. In fact, at one point I said to the **** "You are telling me that I have spent nearly $400 for software I cannot use." She replied (with a chuckle), "That's about the size of it." She suggested I contact their distributor and gave me the toll-free number for the ************* the manufacturer. They were no help, at all.I do not want my money back. My wife has wanted the software since she first heard about it. All I want is a serial number that will make it work.I would like to resolve this amicably.Thank you for any help you can provide.***************************

  

  Business Response

  Date: 04/27/2023

  We received this email along with a phone call from the customer:

  In early March, I bought "My Block Piecer Software for Machine Embroidery" (Item Number **************). I have either lost or misplaced the 16-digit serial number.
  I need to install the software. Please email it to me.
  Sorry for any inconvenience this may cause you.
  Thanks.

  We do not keep any serial numbers on file since these are through the manufacturer and these numbers are enclosed so that only the customer that purchases the software would be the only one that would see this.

  In the phone call the customer stated that the packaging was thrown away and our sales representative would have been happy to help the customer but we have no way of pulling the serial number. We are working to try to resolve this issue and get a new serial number to the customer. We are going to cover this even though the customer threw away packaging that most likely contained the serial number but we want to make sure our customers are taken care of.

  A new order for a serial number has been placed and should be emailed over to this customer soon so that this can be downloaded. 

   

  Emailed to: *******************

   

  Thank you,

  Kens Sewing Center

   

  Customer Answer

  Date: 04/29/2023

  I have received the missing serial number from Dime, the manufacturer of the software.

  I am satisfied that this has resolved the problem. It is regrettable that resolution required your having to get involved. If ***'s customer service had handled the situation better, none of this would have been necessary. Thank you, BBB, for acting as a mediator.

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

• Initial Complaint

  Date:03/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/23/2023 payment on credit card Some pieces were missing. Included Accessories with the Juki TL2010Q Foot controller Auxiliary table Exclusive screwdriver Screwdriver (small)Cleaning brush Bobbins (4pcs.)Oiler Needles (HAx1)Spool cap Sewing machine cover Power cord Knee lifter lever Hemming foot -DID NOT GET zipper attaching foot Even feed presser foot DID NOT GET 1/4 Quilting foot 1/5 Quilting foot-DID NOT GET Compensating presser foot -DID NOT GET First email from Kens sewing center.I will contact **** to get these to you Thanks ***** *********************************************************************************Juki dealer ************************* ************************* (Juki America Inc)Mar 27, 2023, 10:02 EDT Hello *********, You will need to work with ***'s for these parts as he is the selling dealer. Where did you see those feet you noted came with the machine. The only one of those feet that comes with the TL2010 is the even feed foot. The other 3 do not come with that model. ********************************************************************************************************I just what was supposed to be with the machine.

  

  Business Response

  Date: 03/28/2023

  Hi, we are mailing the missing attachments to ***************** via ***** Included is the even feed presser foot, hemming foot, compensating presser foot, and 1/5 quilting foot.

  Tracking # **********************

  We are very sorry about this, and we have gotten this taken care of and this will be shipped out today. 

   

   

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ******** January of 2022 I ordered an embroidery machine, A Brother NQ1700E, I have had nothing but problems with this machine, Kens Sewing replaced this machine and the needle threader broke so I paid to send it back to them to get it fixed, which they did fix the threader but it kept eating my fabric, I lost lots of fabric, stabilizer, thread and you name it so they paid to send it back to them and they told me they fixed it and it would not sew nothing without ruining the project,The last time I got it back was in December and It is just sitting here doing nothing I talked to them time and again and they told me they had fixed it and that was that - $2200.00 and I cant sew a thing.So they told me to send some pictures and gave me an email address, I send the pictures and also when I sent the machine I sent some of the projects that were ruined, I have not heard a thing from them and that was before Christmas.I really just want my machine fixed, how many months I have been without my machine, I got this to make beautiful things for my grand babies and I cant.Please if at all possible, could you please help me with this

  

  Business Response

  Date: 02/06/2023

  I am very sorry you have had issues with your machine.  We will gladly replace your machine for you.  I have an order of brand new ones in transit to my store and anticipate them coming in very soon.

  I have made a ***** label for you and also a prepaid return label. 

  The ***** tracking number for your new machine is 541965154763

  I will email you when it leaves our facility.  In the meantime if you would like to call us at ************ and speak with a tech.  We *** can get your machine going today so you can be using it today.

  Thanks for your patience and understanding

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

  Owner

  Ken's Sewing Center
  

  Customer Answer

  Date: 02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************