ComplaintsforJuki America Inc

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Re: Juki NX7 Model Sewing Machine. I have been sewing 50+ yrs. On 11/20/21, I traded in my Juki DX7 model for the NX7 Model at ****************** (a Juki Dealer) in *************, ** (5 hrs drive total). Once home, I discovered an issue with the foot pedal. A new replacement NX7 was sent to me, which I received 12/7/21. I noticed issues with the bobbin stitches when sewing on fabric OTHER than cotton. I texted back and forth for several months to *** at ****** sharing pictures. He gave me suggestions, but nothing improved the stitches. He asked that I bring the NX7 in so he could check it. I drove the 5-hour drive to ************* (and back). *** said there was nothing he could do. He offered a trade-in, but I would have to pay an ADDITIONAL $2000 for a comparable machine. I had only had the NX7 8 mos and it is still under warranty. I returned home and contacted **** in FL. I was put in touch with *************************, a repairman. We emailed back and forth many times, and spoke on the phone. He suggested I ship it to him at Juki for repair at my expense both ways (even though it was still in warranty), which I did at the cost $65.99 EACH way. ***** said he found nothing wrong, but replaced some little something anyway. I got it back with a piece of COTTON fabric that had MANY types of stitches sewn onto it to show it was stitching properly. I hemmed a knit gown (dress). The bobbin stitches were awful (as they HAD been before). I used an older machine I own to finish the gown. I emailed ***** at Juki and sent a picture of the stitches on the knit from each machine--the NX7 and my older *******. He had someone else call me to ask me questions, then ***** suggested I take my machine back to *************--AGAIN. I have already spent so much money just trying to get the issue resolved; I refused to do so, and requested a DX7 ********** the amount I paid for the NX7, $2500. Juki has not corresponded since. Attached are pictures shared with ***'s **************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had a Juki sewing machine which I sent to Juki America for repair. The machine was in perfect condition, with all its accessories (hard cover, foot pedal, power cord) except for a broken gear. I received notice from Juki that the machine could be repaired for a total cost of 319 USD (including parts, labor, and shipping). I agreed to this payment and my credit card was charged. About a week later I received the machine. It was packaged in a broken cardboard box that was missing one leaf; it had none of its accessories, it had multiple blue / green discolorations, and the front plastic drawer was broken (plastic broken and cannot be repaired). I reached out to **** and requested a reimbursement for the 319 USD which they charged and **** refused to reimburse me. They claim the damages occurred during shipment and they are not responsible. However, they packed the machine incorrectly in a broken box and without its protective cover. Further, the stains could not have occurred during shipment. The machine is unusable without its accessories and with the broken front drawer. It is damage to the point that it retains no value. I requested a reimbursement for the 319 USD I was charged to repair the machine as the machine was returned to me in significantly worse condition than when I shipped it in. Juki has stopped responding to my e-mails. On my last attempt to contact them, the Technical Supervisor I had been in contact with hung up the phone on me. I therefore request the BBB's assistance in reaching a resolution.

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