ComplaintsforAccuQuilt
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Complaint Details
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Initial Complaint
01/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My husband bought a Christmas gift for me on the Accuquilt website. I have a Go! cutter and he accidentally ordered a "Studio" die: Studio 2 inch Strip cutter. It is somehow Made-To-Order and non-returnable! How is the Go! not custom for a 2 inch strip cutter? I does say it's made-to-order. Studio™ dies are made-to-order with specially designed blades in protective single-colored foam. Please allow up to 10 business days to manufacture the dies. Having a non-returnable item is rare for online shopping and for all he knew all dies are made to order. If I had asked him to buy on Amazon or Walmart, this non-standard product would not have been offered by Accuquilt. Only Go! The made to order should've indicate it's non-returnable and linked him to the refund policy page. No warning occurred indicating it (unlike the popular Go! models) could not be returned on the website in the cart or during checkout Contacting support only had them refer me to their no-return policy for this product only! *********************************. No offer to provide a consignment for this unpackaged and unused item the next time someone happens to buy this common sized product (like a like-new option). It's not in the shape of a leaf or some odd shape. It's 2 1/2" which any studio owner would likely order. See the link where it should have some warning about non-refundable. ********************************************************************************** Looking on eBay, I'll likely only be able to sell it for half of purchase price hence the motivation to submit this dispute.Business response
01/03/2024
Hello ********,
Thank you for reaching out to us regarding your concern and I apologize for your frustration in this process. As stated all of our Studio dies are made to order as stated on their product pages (see attached screenshot) and as mentioned previously our return policy states made to order dies are non-returnable (see screenshot attached), however since this is the first time you have encountered this we would like to offer you the refund as a one time courtesy. Please keep in mind that certain items are not stored on our shelves and are made to order and you will find this information on the products page on our website in the future. Please let us know if we can help with anything else! Thanks and have a wonderful day!
Kindest Regards,
AccuQuilt
Initial Complaint
11/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 9/12/2023 I sent an authorized return to Accuquilt. I received confirmation it was received on 9/15. Accuquilt website shows item received on 9/18. After repeated calls and emails to Accuquilt i still have not received my refund. And representative cannot tell me when money will be refunded. Return authorization is **********. Unopened item. Thank you. ****** ** ***Business response
11/02/2023
Hello *******
I want to start off by sincerely apologizing that you have had to wait so long for your refund. It appears it got stuck in processing, that is no excuse, but please know I have made sure this was processed today and you should see the funds in 3-5 business days or sooner. If you do not receive by then please do reach out to us at [email protected] and we will look into this further.
Kindest Regards,
AccuQuilt Team
Customer response
11/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
03/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a quilting machine from Accuquilt, called ACCUQUILT GO BIG on FEB 14, 2022. ORDER #**********. $******. It was received at the end of February. It does not power on. It uses a transformer type cord that you plug into the wall and into the machine. The machine powered one time and was used limitedly. IT WILL NOT POWER ON. We have done all the trouble shooting suggestions. OVER THE PAST SEVERAL DAYS WE HAVE CONTACTED THE COMPANY BY PHONE AND HAVE HELD ON FOR 15 MINUTES EACH TIME WITHOUT ANY REPRESENTATIVE COMING ON THE LINE. ON THEIR WEBSITE UNDER CUSTOMER SUPPORT WE OPENED TWO "HELP TICKETS" AND HAVE NOT RECEIVED ANY RESPONSE. WE ARE COMPLAINING ABOUT THEIR LACK OF COMMUNICATION AND THE MACHINE NOT WORKING AND WOULD LIKE A REFUND.Business response
04/15/2022
Business Response /* (1000, 5, 2022/03/29) */ We apologize for any miscommunication, inconvenience and/or delay you have experienced while attempting to resolve your issue. Your cutter is covered under our warranty. Our representative has recently been in contact with you, and has emailed you a pre-paid shipping label for returning the cutter. Further she has sent your refund request to our Accounting Department. You should see a refund to the card used for your initial purchase within 10-15 days.Initial Complaint
02/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
#********** This is the invoice # and I have consistently tried to receive a human contact since Jan 24. I believed I had received a faulty die and wanted to return it and have received only emails asking for information. Since that time, I have discovered that I believe my *** machine is at fault and I purchased it in September 2021. # ********** ORDER DATE: SEPTEMBER 20, 2021 I know they are receiving orders and mailing them out because a friend just received her die overnight. I love the products but I cannot understand what/why 5 weeks have passed and I haven't had this issue corrected.Business response
04/01/2022
Business Response /* (1000, 5, 2022/03/09) */ We apologize for the delay in resolving your problem as we worked with you to identify the root cause of the issue. Our Customer Experience Supervisor has been in recent contact with you. As you ultimately identified, the cutting machine appears to be faulty. Per our warranty for cutters, we have authorized the return/replacement of the cutter, and have sent you an RMA with pre-paid return shipping.
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Customer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.