ComplaintsforHeyde Sewing Machine Company

• Initial Complaint

  07/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction date October 8-10,2021. Bought the Brother Luminaire 2 and a Brother Scan-n-Cut during their SEQC Event in St. Louis, Mo, was promised the luggage for the luminaire 2 and the PE design software with purchase. They did not have items in stock so promised me I would receive it when items came into store. Have reached out multiple times through calls, email and Facebook messenger with no answers given as to when I would receive product.

  Business response

  07/27/2022

  I have been in contact with The customer (Tracy). There was misunderstand how Brother's rebate works. Rebates should be mailed in by the customers with proof of purchase. Tracy thought we would mail it in for her, She said that is waht she was told. . So, this all was because the REBATE was not mailed for the FREE product.

  I assured Tracy I would Fix the problem and send the product from my own inventory to correct the misunderstanding. However, one of the two items are out of stock and back ordered with Brother .  We Shipped the rollie/ Luggage bag last week and will send her the software has soon has it arrives. 

   

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my sewing machine to this company for repair on 06/07/2022. I gave them the original zipper foot and explained that it was not working and not in alignment. They told me I had the wrong zipper foot for the machine. I explained it was the original zipper foot that came with the machine I purchased 50 years ago. They suggested a metal zipper foot that did not match my machine. I feel this company did not provide me the repair they are charging me for and took advantage of a senior.

  Business response

  07/13/2022

  Mrs. ***** bought her machine into our store on June 7, 2022, and we completed the service on 6/21.

  Mrs. ***** Came into the store 6/24 to pick up her machine and before she even took it home or looked at it or Sewed on the machine. She claimed we didn’t fix her machine and was very belligerent and threating our service technician. She signed the repair work order that she agreed with the terms of the repair. But decided to leave the machine until she could talk to the owner.

  Mrs. *****, returned on 6/28 with threats and offensive language. Again, she would not let us explain why she was having problems with her machine in the first place. Her machine is a New Home, and her Zipper foot is fora Singer Machine. Then she showed us her book and it said, “Riccar Machine”. She is very confused what machine feet and books go with what machine and she will not let us explain without getting belligerent and threating my employees.

  This Complaint should not be held as a bad review on our company, we cannot help customers that are acting crazy and Threating. We did everything to help this customer. “Please note this is all on our surveillance camera.”

  No Fees will be adjusted or refunded because Mrs. *****, stop payment on the check for our service fee.

  Please see attached, repair form she signed with agreeing to our service on her machine and then taking the machine home.

  Please note this is all on our surveillance camera.

  Thank you, ***** ******

  Owner

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