• Initial Complaint

  02/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought the ****** Pro in either late November or early December. The packaging looked as though it may have been a return. Also the needed plates and instructions were not included. I was excited to receive my machine so I used plates from my other ******, which are supposed to work with this machine. The plates got stuck in the machine. I contacted Crafters Companion by email and was told they would send the plates. I was told to hold a button down and the plates would be released. That didn't work and I haven't received my plates either. This machine was approximately $400. I saved for this machine.

  Business response

  02/24/2022

  Please See attachment. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** **. from an authorized dealer in February, 2021. It broke in early November and I have repeatedly called and filled out their contact form. They have not contacted me back to see about replacement as the die cutting machine has a year warranty. ****** ******

  Customer response

  01/21/2022

  I am writing because I have failed to get a hold of Crafter's Companion the maker of my ****** **.  that I purchased on February 6, 2021. 

  Here is the link to the website where they list the warranty for my machine 

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

  
  

  I started having trouble with my machine the end of October. I thought the problem could be the clear plates had become warped. I had previously used the machine on an occasional basis (approximately 2 times per month). I ordered new plates from ****** but the problem continued that the machine would come on but it would not send the "sandwich" of various plates that were described to me on a website when I first purchased the machine. 

  
  

  I first wrote them using their contact information form the middle of November. 

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

  
  

  The end of November I once again reached out to them using their contact form and located their phone number in the U.S. (Their headquarters is in Great Britain but they do have a physical place of business in California). I stated in a phone message my difficulty with my machine and that was within warranty and where should I return my machine to be looked at.

  
  

  Sincerely, 

  
  

  ****** ****** 

  
  

  In December I described my problem with the machine using their contact form and phone message twice in December and once the beginning of January. They have not returned my phone call or responded to my email address listed on the contact form. So I have contacted your company requesting assistance. 

  
  

  Business response

  01/25/2022

  Hi,
  
   
  
  Thank you for your message,
  
   
  
  Our customer service reached out on the first initial email ****** send in December. We did not receive any reply and she email back on January and we also email back to provide warranty on the machine. No reply from her.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********** (order number) I order an item for a Christmas gift from these people on 12/13/2021 two days later I received tracking information but this item was never sent to the carrier. I spoke to them myself. Below is the information that shows the status that HAS NOT CHANGED and I am still now out of a gift that my partner did not get and that not provided a way for me to receive my money back. I NO LONGER EVEN WANT THIS "GIFT" AND EXPECT A FULL REFUND. I sent an email to customer service and there 'so-called" phone number has a mail box that is full. While it is not a great deal of cash that is NOT THE POINT! Please help

  Business response

  01/25/2022

  Hi,
  
   
  
  Thank you for your message,
  
   
  
  We apologies for all the delays and inconvenience with the shipping and inquiry. All of our orders ship from the UK warehouse and can take up to 2 weeks to arrive. Depending on the carrier receiving the order. I can see that my associate **** email **** ****** regarding her order. I have provided the email below. We are waiting for her response. Looking into the tracking information the order was shipped on the 16 of December and deliver on the 10th of January. I will provide the link to follow the parcel with pro carrier.
  
   
  
  ************************************************************
   
  
  If you have any questions please email my further.
  
   
  
  Apologies for any inconvenience caused,
  
   
  
  Thank you,
  
   
  
   
  
  ****** ****

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