ComplaintsforS.O.S. Machines

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 3rd, 2022, I paid S.O.S. Machines $548.00 for a sewing machine. On December 13th, 2022, I received the sewing machine damaged due to the business's error of packaging the machine fully in plastic. The plastic had melted on the sewing machine bed causing stickiness that would prevent me from putting fabric on the machine in order to sew and to use the machine. This stickiness on the sewing machine prevents it from being functional. On December 14th, 2022, the business confirmed that he would provide me with a full refund due to the damage on the sewing machine due to his packaging error, and the machine would be picked up soon for the return. On December 16th, 2022, I asked for an update on the refund and the business owner suddenly changed his mind and refused to give me the full refund when he had already confirmed earlier on December 14th he would give me a full refund. I would just like to receive the full refund and the owner can feel free to pick up the machine any time. My invoice # is: ****.

  Business response

  01/25/2023

  Business supplied email: **********************
  Use this address for any contact with the Better Business Bureau

  Business response

  01/25/2023

  1/23/23
  
  To Whom It May ********
  
  ******************* is a repeat customer who bought a highly collectible sewing machine from my company, SOS Machines, in May of 2020. I shipped it to her in ******** and was available to provide the support she requested of me over the following years.
  
  In October of ********************* to inquire about the acquisition of another quality vintage machine. After a few discussions we narrowed things down and I was pleased to inform her that I had a machine in stock which met her requirements.
  
  On the 3rd of November she paid a total of $548 for the machine (Singer *****), shipping/handling and some extra accoutrements. To show my appreciation of her continued patronage I covered the sales tax for this transaction. I then began preparing the machine for her, as a minor restoration was necessary.
  
  On December 8th 2022 the machine was packed utilizing SealedAir InstaPak expanding foam and on 12/9/22 it was shipped to ****'s work address. (Side note: Because these machines are delicate, heavy, valuable and ultimately very time-consuming to prepare and pack properly I had recently made the decision to start using InstaPak foam packaging pouches which, due to a chemical reaction when activated at the time of packing, expand to fill gaps and securely cradle the contents of the container, curing within minutes. Though expensive, this product offered potentially the benefit of significant time savings as well as peace of mind regarding shipping damage.)
  
  I messaged **** to provide tracking information and to inform her that an attachment she had paid for could not be located at the time of packing and would be sent separately at a later date.
  
  On 12/13/22 **** contacted me to inform me that her machine had arrived but was damaged. I found this news to be very concerning, disappointing and unfortunate. The photo she included confirmed that the InstaPak bag had ruptured while expanding, allowing the liquid foam to leak onto the machine before curing.
  
  Since the nature of this complaint stems from damage caused by the InstaPak Foam product it must be mentioned that **** has wrongly made assumptions about what occurred, stating repeatedly that "melted plastic" is what is stuck to the machine and is due to negligence on my part. Again, this is a product which is activated and then expands as a result of a chemical reaction. It is sealed within a pouch and is intended to remain that way but in this case it ruptured and leaked on to the very contents which it was supposed to protect. Although a small amount of heat is produced during the reaction it is not significant enough to cause the type of damage which the customer has described. No heat sources were used during the packing of the item in question, no plastic was melted, therefore the claims upon which this complaint is based are completely false.
  
  Although I have contacted both the manufacturer and the vendor of this product regarding the issue, I have yet to receive any replies.
  
  Her initial reaction was to expect to have to sell the machine at a loss. (For the record, that plus a $60 refund for the missing attachment was actually the first agreement we came to which lasted until the next day when she requested a "partial discount" and I took it a step further by offering to buy back (not refund) the machine, with the contingency that I would be allowed enough time to gather the necessary funds.) I explained that money is unusually tight right now.
  
  I had also suggested the POSSIBILITY of having my roommate pick up the machine in ******** should he be in the area. This was just an idea and was in no way a commitment, as a third person would have been involved and their availability was not confirmed. She freely agreed to this scenario, should it work out, and when the conversation ended I expected to contact her in a few week's time to inform her that I was prepared to make the purchase. It was in good faith that I was willing to pay her prior to collecting the machine, trusting that it would still be there if and when pick up occurred and that it would be shipped back to me at my expense, should pickup fail to be arranged. It was also good faith and trust which I expected in return, as I worked to manifest the funds required.
  
  I was completely astounded when, after only 2 days and outside of normal business hours, she began questioning me about having her money ready. This behavior on her part is what initially dissolved the agreement as the time contingency which she had agreed to ***** me was now being withdrawn.
  
  Additionally, this other side of her personality was exhibiting tendencies and traits which I could not trust and no longer felt comfortable going out of my way to satisfy. Consequently, I reverted to my standard policy in order to achieve resolution which would have provided her with exactly what she had requested and paid for in the first place: a beautiful, functional sewing machine.
  
  She declined my offer and immediately threatened to take legal action, stating that she does not wish to keep the machine nor send it back to me, though I did provide a prepaid return label.
  
  From that point on I received some form of threat or harassment/action against my business on a daily basis.
  
  From 12/12 through 12/20, in addition to sending me 23 text messages, **** proceeded to:
  
  
  - File a case against me with the District Attorney
  
  - File a case against me with the Attorney General
  
  - Demand that a full refund be paid by 12/23, using the Work Request Form on my website to convey her message.
  
  - Post a picture of damaged machine to my ****** Business Profile.
  
  - Write a one-star review of my company on Yelp, stating that zero stars is what she would have selected had it been available.
  
  - Use a public forum to single me out and blame me for damaging her machine.
  
  - Demand "the rest" of her money using Zelle, in response to the $60 refund I issued for the part that never shipped.
  
  - File a complaint against my Company with the Better Business Bureau.
  
  
  This type of situation is very unfortunate and something I try perpetually to prevent from occurring. It was caused by the use of a malfunctioning product over which I had no control. (As of 1/23/23, after multiple attempts to contact both the manufacturer and distributor of InstaPak I have had neither phone calls nor emails replied to. They refuse to speak to me about this which tells me it's of major concern to them.)
  
  I maintain that my customer has been treated fairly since day one of this problem, never without an effective solution at her disposal.
  
  At no point did I try to deceive, extort, damage or ******************
  
  I pride myself in my honesty and try to be as transparent as possible at all times. It does not always work in my favor and this is a perfect example. Upon losing the respect I once had for **** I did not attempt to conceal it. I believe this is why she has chosen to escalate matters to this level.
  
  Thank you for your time and attention.
  
  Sincerely,
  
  ************************************
  SOS Machines
  *************
  
  See Attachment/File: ***** text conversation

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Business failed to offer a full refund when they confirmed in text about the refund.

  Business response

  03/01/2023

   In my offer to buy back the item I was very clear that an appropriate amount of time would be necessary in order to produce the total amount of funds due.

  Once the consumer accepted this contingency we had arrived at a mutual agreement.  Both bound by it, it remained in effect for nearly two days, at which time it was unexpectedly dissolved by the consumer when she contacted me expecting immediate reimbursement.

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