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Business Profile

Online Retailer

Sailrite Enterprise, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    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

    Date: 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

     

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