ComplaintsforSailrite Enterprise, Inc.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have called repeatedly trying to resolve the issue regarding the sewing machine I purchased and have been given no solutions and they are trying to avoid exchange/refund of product even though they have a 5 year manufacturer guarantee Id like this resolved without having to go to court as this is affecting my business income.

  

  Business response

  02/12/2024

  Hi, Thanks for reaching out with concerns. I took the weekend to look into this and do see that we have an active support case thread going since you started it on Thursday the 8th. We did also find a separate correspondence from someone else about 2 weeks ago that was answered and we never got a reply back. But I do see you have been responding since 2/8/24 which is great as we are here to help resolve any problems. The better and more detailed your answers the quicker we can find and solve any sewing issues. So far I would say the timing looks right. We have questions on the thread in use and also the threading path. For your and the BBB's purposes I want to state that this is a Sailrite sewing machine but it was not purchased through Sailrite. It was purchased through a past dealer and I don't know if it is a demo or sold at a discount. I do not have access to the purchase receipt since Sailrite did not sell you this product. Ultimately that dealer would be the only one who could authorize a return. And such return would be subject to their return policy. We do not have any access or control of their policy. So please reach out to Tandy when it comes to a return. But for warranty repairs and service we will continue to work with you until you are up and running. Just know that we will need you to answer our questions to the best of you abilities for us to actually be helpful. I can assure you that we want to help. One such way to do so would be for us to know if this is a demo machine or new in box as purchased from Tandy. Can you provide the invoice please? Please continue to answer us through our support emails and we will get you going. Best Regards, **** at Sailrite

   

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is regarding my recent order from Sailrite. I ordered Hotknife Edge and * blades fron Sailrite. The quality of blades is really very poor, within ***** mins of use they are breaking. I have been selling these blades for around 4 years nearly but never got any complaints, always used to amazing feedback regarding the quality but this time, the client used three of the blades but they were worn out in just ***** mins of use. The fabric used to cut with the blade is velvet.*equest you to please provide me a replacement for all the * blades I ordered. I filled a complaint with Sailrite but did not get a proper resolution. Case SC45273 Details of the order I placed are Sales Order #:SO1352758 Customer #:******* Excel Enterpises Shipping Method:UPS Worldwide ExpeditedPO #:EEOCT2021 Product:1. * Blade for Sailrite Edge Hotknife (103801)2. Sailrite Edge Hotknife Package (220240V European Plug) (103799)Order Date: 17/10/2021 Subtotal:$297.50 Shipping:$47.75 Tax:$0.00 Order Total:$345.25 Custom Charges: $111 Total Order Amount: $456.11

  

  Business response

  11/22/2021

  Sailrite is very sorry that this customer is having trouble with the **blades purchased. We are investigating to determine if there is a quality issue by testing several in-stock new blades. Sailrite annually sells thousands of the hotknives with this cutting blade and also the replacement blades. And we have been doing so for many years. This is the very first complaint of the blades breaking after a short time in use. But there are several use cases that can cause a blade to fail; 1. Use in a tool other than the Edge Hotknife. Tools like the ***** tool have higher wattage and will burn our thinner blade out much quicker. See text here: https://www.sailrite.com/**Blade-for-Sailrite-Edge-Hotknife 2. Not cycling the power trigger of the tool (see this clearly in the instructions: https://www.sailrite.com/PDF/Sailrite-Edge-Hotknife-Instructions.pdf). 3. Dropping the tool. Since we do not know what exactly could be the cause we have credited the customer the cost of the blades that the customer reported as broken. We will continue to credit for such blades as the customer reports issues. But we will also start to ask more questions, especially if our own testing does not show any defect. In the meantime we do NOT feel that an outright replacement of the product makes any sense at all. First we would be sending the exact same product that the customer is complaining about. Second, as you can see in the photos sent he still has many more blades that are new in package and have not been used. Our suggestion would be for this customer to work with his customers to see if they are using the blades properly (3 statements above), and then to continue to help us to see if we can figure out what the issue is. In the meantime we can arrive at a conclusion from our testing as well. If the product has an issue we will then need to work with our manufacturer to solve it. At that time, and only that time, would it make sense to provide replacements. 

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