ComplaintsforSewing Parts Online

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 items from Sewing Parts Online (SPO) on 3/17/2024 w/free shipping and rec'd the Quilters Select Rotary Cutter on 3/20 opened on 3/22 to find it defective. I immediately emailed SPO & let them know the black blade guard is loose & freely moves side to side even in the locked position. The blade itself is not seated flush within the guard & exposed edge creates a hazard. No responnse & emailed again days later & again explained w/photos. *** said the blade is supposed to be loose. No-never on a rotary cutter that is made to slice 6 layers of fabric. The guard should ONLY move side to side when the button is pressed & the switch on the back is slid side to side to allow for left or right hand users. I researched prior to purchase. Releasing the button is a safety feature that locks the unit while cutting. *** never addressed the raised blade issue. On 3/28 SPO emailed me they were reaching out to their supplier to see if the guard could be tightened-admission it could be loose. I should not be expected to tamper with defects & risk injury & then assume responsibility for the outcome. Several emails later, their last resolution is to return the item using their RMA to become eligible for a refund; have their technician inspect the item (Im a seasoned quilter & have used several rotary cutters to know when one is defective & unsafe); if at their discretion it's found defective, they'll issue a replacement at my shipping expense; if at their discretion it's not found defective, they'll issue a refund for the price pd, minus a 10% restocking fee. Did I get a restocked defective item? and minus the cost of the initial free shipping fee from any discretionary refund; and will deduct the cost of the pre-paid label. (?) I hope readers will learn from their unethical business **************** elsewhere. SPO makes it IMPOSSIBLE to return anything to them as they fail to acknowledge responsibility. The phony boilerplate responses & endless emails amount to nothing.

  Customer response

  07/18/2024

  I never heard back from Sewing Parts Online after contacting the BBB, either through the BBB or direct email.   I filed a dispute for the charges through my credit card company and because after several months they never received a response from Sewing Parts Online, my credit card company removed the charge from my account.  It was fully credited back to me.  Thank you.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Border sewing machine from this business had all kinds of problems with it it doesn't work there's no customer service to help you with it when I finally got a hold of them after they never reply to emails for an exchange or return they were rude and told me they don't take returns that I can only send it back for a repair told him I don't want it anymore at this point I've spent hours trying to use it and it doesn't work and if it doesn't work right out of the box I don't want to repaired unit they argued with me and would not send me a return slip told me it would take a month finally I got them to send me a return slip they tell me I have to meet a bunch of Standards before the issue any kind of refund and it will take 30 to 60 days this is ridiculous I bought this for a project that I can't do now my money's tied up for 30 to 60 days these people are horrible don't do business with them

  Business response

  03/10/2023

  Good Afternoon,

  Thank you for contacting us regarding this order. We appreciate the opportunity to review this order for any areas of opportunity. We value our customers and want them to have the best experience when ordering.

  The following is an overview of what we were able to determine after thoroughly reviewing this order information:

  The customer placed an order for a machine on 2/16/2023. He called and confirmed his order on 2/20/2023. The order was shipped the same day as he called to confirm and verify the order. ************************ received his order on 2/23/2023. We did not receive any notification of any concerns with the machine until 3/6/2023.Upon receiving notification that there was a potential issue with the machine, we extended **************'s assistance and warranty work, which would be entirely free to the customer. Our policy is to have the machine shipped back to us so that the technician can view the machine and complete the warranty work, which again would be at our expense. We do offer returns on machines as outlined in our return policy that is shown on our website. The customer was told that he could return the machine, but he would responsible for the return shipping (which is again outlined in our returns policy online). We do our best to set correct expectations when a machine is returned for warranty repairs. We do not have access to the technician's schedule for repairs. Of course machines that are purchased with us are prioritized so that a customer can be able to enjoy the machine that they have been anticipating receiving. We apologize for any misinterpreted information, but a return/refund would never take 30 to 60 days. The communication that was sent indicated ***** days, which would be considerate of the return shipping, the return to be processed in our warehouse, and then however long the customer's financial institution can take to put the funds back to the original form of payment. We would rather over estimate the timeframes we provide,  as we do not have access to each financial institutions policies for refunded funds to be credited to an account. 

  As for the **************** Representative that assisted ************************, we did not find that she was rude in her communication to him. She was matter of fact, and we can definitely provide feedback and address areas of opportunity where we can improve upon communication. 

  It is of the upmost importance to us that our policies and procedures are clearly indicated and explained to customers so that they have the appropriate information available to them to make the best decisions regarding their warranty work, refund, or ordering experiences, which is what we feel was provided. The policies are explained verbally and are also sent to the customer upon requesting a Return Merchandise Authorization so that there won't be any surprises for our customer's during this process. Every business is different and we want to make sure our customers have all applicable information. 

  We sincerely thank you for providing us the opportunity to review this information. ************************ has not sent his machine back or opted to complete warranty work at this time. We are more than happy to revisit this with him so that he can have a working machine. 

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a sewing machine from this company that arrived and bobbin are and feed dogs didn't work. I spoke with their technician and he said that the belt and timing are off. I tried to get it fixed locally, but could not. I requested a return in less than the 30 day window, as I couldn't even sew one stitch. They offered to repair the machine, but refused to replace it. I needed a working machine immediately. That is why I ordered a new one. Now they say if I want to return it, that I will have to pay for shipping it both to me and back to them, as well as they may possibly keep a 10% restocking fee. I did not order, or pay for a fixed or refurbished machine. They claim that since it is "fixable" by them that it is not considered defective, even though it doesn't work. And therefore they won't refund with me paying for everything.I have a video of the machine not working, but am unable to upload to this site.

  Business response

  03/13/2023

  Good Afternoon,

  Thank you for bringing this concern to our attention. We appreciate the opportunity to review customer's concerns with orders and identify any areas of opportunity that *** exist. We value our customers and are sorry to hear when one is not satisfied with their experience. 

  This machine was purchased on 2/10/2023 and delivered on 2/16/2023. We did speak with ********************** about her machine on 2/23/2023. The technician indicated to her that her description of what was happening with the machine *** be a belt/timing issue. These issues can sometimes occur during shipping. It is not always able to be identified if it happened during shipping to the supplier from the manufacturer or the additional shipping from us to our customers. It is just something that sometimes happens and is easy to identify and correct. This type of issue is exactly what the machine's warranty exists for. We do sometimes receive a machine that the customer described the issue and we are not able to duplicate the issue or find that there was actually operator error with the machine. It can sometimes be difficult to diagnose until the technician is afforded the opportunity to look at the machine in person. We requested a video of the issue and were able to confirm that it appeared to be a timing issue. This was on 2/23/2023. We authorized and were paying for shipping the machine back to correct the timing issue on 2/23/2023.  ********************** was pleased with the resolution and at no time indicated that she had issues with returning the machine to make the timing correction. 

  Upon speaking with ********************** on 2/27/2023 she indicated that she was trying to "help Sewing Parts Online" by finding a local dealer that could complete the warranty work. She asked for our help to contact local dealers, which we did. We also advised her that she would be prioritized for repairs upon sending her machine back and had this been done when she first experienced any type of issue, she would have already had a working machine back in her possession. Of course she was becoming frustrated at this point as she was anxious to use her newly purchased machine. We were also willing to assist her in getting a local dealer or having her send the machine back to us.
  

  ********************** was told about the Returns policy and did not like the policy. She was also told and received email communication that to return her machine, she should not write on the outside of the box. On March 1st, she indicated that she had written on the box. She escalated her concerns to our **************** Manager who attempted to assist her with these concerns. She confirmed the information as outlined above. The Manager also indicated to her that she would have had the machine back if she would have followed the process as we discussed and agreed from the start of her concerns. She ended up becoming upset when the Returns policy was being explained by the Manager and disconnected the call. The Manager called her back and she again disconnected the call. 

  The authorization to complete a return was sent to her again. She responded to that email and indicated that she had written on the box even though she was informed on 2/23 that the box could not be written on and damaged for the machine to be returned; Due to the damage on the box, she was informed she would be required to pay for return shipping and the 10% restocking fee would apply to her return. 

  Since 3/1/2023 we have not heard from the customer. We assumed that she was either keeping the machine or would be sending it back with the awareness that she would have deductions from the return. 

  We will still honor the return within 30 days from when the machine is received. If we do not receive the machine by that timeframe, unfortunately we cannot accept the return. We would however, be happy to honor the warranty and correct the timing of the machine. 

  Thank you again for this opportunity and we hope ********************** will allow us to assist her with her new machine. 

  Customer response

  03/15/2023

   
  Complaint: 19527107
  
  I am rejecting this response because:

   

  i never disconnected the call with this business. They disconnected me.

   

  I was delivered a machine that did not work,  and requested to return it. The website does not say that a machine that doesn't work is not considered defective

  I was willing to try to work with local businesses in order to immediately have a working machine. This machine has not worked never one stitch since the day that I received it, and I would like a refund.  

   

  the website says to put the rma on the box, I did not receive the email until after. Website doesn't say not to write on the box. I requested this refund in much less than the 30 day window. It is currently still less than 30 days from receipt, yet they say they won't accept return. 

   

  I want a refund on a non working machine 
  
  Sincerely,
  
  *****************************

  Business response

  03/15/2023

  Good Afternoon,

  Thank you for your response. We appreciate the opportunity to work with you to come to resolution with your machine order. 

  We apologize for any inconvenience you have experienced in regards to this order. 

  The research from our call records do show that the call was disconnected and the **************** Manager called you back to confirm if you disconnected or if the call dropped. At that it was indicated that you did mean to hang up and did not want to continue the conversation and disconnected the call.

  The emails that we have are dated and timestamped with the *** (Return Merchandise Authorization) information. The email communication with detailed instructions for the return was sent directly after phone call requesting the return. It was again sent after speaking with the **************** Manager. 

  We will honor the return within 30 days from when the machine is received (as outlined in the emails with certain applicable deductions). If we do not receive the machine by that timeframe, unfortunately, we cannot accept the return. We would however, be happy to honor the warranty and correct the timing of the machine. 

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1-21-23 ordered walking foot for my **** sewing machine on line after info provided indicated this would fit my machine. Needle struck back of foot, unable to use foot. Called company, to email return label. Not done. Called company was told guaranteed keep foot will refund $. Called 2-15-23. Send back part at my expense, will refund if they feel all is perfect. Will send part back and await credit on bank card.

  Business response

  02/27/2023

  Looked at notes on the order, customer has already been told how to return the walking foot for a refund.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2022, I purchased a baby lock Celebrate Serger that was advertised to include "FREE BONUS ACCESSORIES ($193 VALUE) Receive 6 months of free access to Baby Lock's SewED Online classes, a genuine Babylock beading foot, a genuine Babylock 3MM cording foot, and a genuine Babylock elasticator foot." I bought the Serger as a Christmas gift. When the box was opened, it did not contain the free accessories or any information about claiming the online classes. I attempted to resolved this with their customer service, who informed me that "I do see that the bonus accessories are an option if you were to order the Babylock Celebrate Serger (BLS1). There is a drop-down box to either select the bonus deal or opt-out of it. When placing your order, you just did not select that option to be included so it was not put on your order." When I explained that I do not recall seeing a drop-down box and why would I, or anyone for that matter, not want the free items that were advertised to be part of the purchase, I was told "In order to receive the bonus accessories, it does have to be selected and I am seeing that it was not. Unfortunately, we are unable to assist any further with this situation." I purchased a product that that was suppose to include $193 worth of "free" accessories and online classes; and it contained neither. When asked about a refund because I did not receive what was promised and the machine had not even been removed from the box, I was told that "The machine was delivered on October 17th and we have a 60-day return policy that is stated on our website. Since that time frame has been exceeded the machine is not eligible for a return."

  Business response

  01/03/2023

  Hey *****,

  Sorry about that! We definitely will honor the free accessory pack, I'll have someone reach out shortly to get this resolved for you.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a an in stock item from the company that is custom-made for each sewing machine. But it was in stock. They were able to ship it out immediately from their supplier. But when we requested to return it for a bigger one after Christmas, they said they couldnt do it because they were specially made. Its a Common machine. They must have orders all the time for them and they could not accommodate us I thought that was pretty poor, and they would not exchange didnt wanna be fun. Just wanted to exchange.

  Business response

  12/30/2022

  The customer ordered a special order, custom cut product that is not returnable according to our policies. 

  Customer response

  12/30/2022

   
  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

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sewing desk and drawers. There are many defects, enough so that the desk and drawers are not usable. I have requested the company pick up the furniture and refund my money. I have not heard back from them. Here are the main problems: My Bernina 880 Plus machine does not fit correctly in space, even though I confirmed with a company associate before purchasing it that it would. The cords/plug into the back of the machine are not able to clear the opening when the platform is raised. Additionally, When at mid-level, the machine does not sit flush with top. When raised up, the bottom of the machine sits lower than opening.The drawers are extremely difficult to open despite applying WD 40 as suggested by customer service.The platform is level until I put my machine on it and then it becomes unlevel. I believe the weight of my machine is too much for this table.There is a loud repetitive cracking sound when sewing.The foot pedal of my machine has to sit too close to the front of the table due to the back panel of the table being too low to the ground and too short of a distance from front which results in the foot pedal of my machine being too close to my body. My leg hurts and is able to sew for more than a minute or so because of this. The pedal can not fit under the back panel because, again, it is too low to the ground.The breaks on the drawer set do not work and the drawers move out away from under the table when I pull them open.Note, the table was assembled correctly. The table was assembled by a very skilled and mechanically oriented individual who has assembled many pieces of furniture and other mechanical things. I need someone to come and pick up this table and the drawers and then fully refund my money, including the cost of the additional insert since it obviously can not be used without the table.

  Business response

  11/09/2022

  We have been in constant communication with the customer about her cabinet. Our return policy clearly states that assembled furniture is not eligible for a return or refund. This is industry standard, all online companies that sell sewing furniture have the exact same policy. We have been working with her to try and iron out any issues that she has with her purchase. We have sold lots of this exact cabinet, and have never heard of any of the issues that she is stating. Newly assembled drawers will be stiff to open and close in the beginning, and as they 'break in' they will smooth out. If this isn't the case, then the cabinet was assembled wrong. 

  Customer response

  11/10/2022

   
  Complaint: 18377457
  
  I am rejecting this response because I believe the unit they sold me was defective in many ways.  I have been opening and closing the drawers for days to try to loosen them up, and that has not happened.  Additionally, the table itself has several issues and is defective as well.  As I said, the table and drawers are non usable. 

  Better Business Bureau, how do I get your help on this, or do I need to hire an attorney that deals with these kinds of problems?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a ****** ******* sewing machine in December 2021. My wife uses it to make blankets for the local animal shelter. She was sewing Saturday July 30 and the machine suddenly stopped. Being an experienced mechanic, I checked for the problem. After testing, I found that the motor was shorted and defective. It will not run. I called the dealer from whom I purchased the machine, Sewing Parts Online, and explained the problem to them on Monday, August 1. I was told a technician would call me. No call. I waited until late on Tuesday, Aug. 2 and called them again. I was told the technician, or a supervisor would call me within 24 hours. Still, no call. There is a 25-year warranty on this machine and 5 years on electrical system. After speaking with a clerk, I asked to forget the warranty and just send me a new motor. I called every day until Friday, Aug. 5. At that time, I was told a supervisor would call back in 1 hour. Again, there has been no call from Sewing Parts Online. All I want is a new motor for my machine, so my wife can make more blankets. I feel like I am being ignored. It Is now Monday, August 8 and still no call from them. I think I need your help on resolving this issue. Thank you.

  Business response

  08/29/2022

  Consumer Response /* (450, 11, 2022/08/26) */ Sewing parts online has sent a new motor for the ************** sewing machine. I have installed the new motor. The machine works fine. There is no need to persue this complaint any further. Thank you.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/27/22, I ordered a high shank walking foot for my ****** ******* S3 from Sewing Parts Online. Their website stated that this non-branded foot was "Guaranteed to fit" my model of machine. When I received it, I immediately installed the foot on my machine and tried to sew. It was impossible because the needle came down and hit directly on the metal bar of the foot, not in the needle hole next to where it hit. Upon closer inspection, I could see that the product I received was slightly different that what was pictured on the website. The place where it is slightly different is the problem; the placement of the hole where the needle is supposed to go through. On the website picture, the bar behind the hole is very narrow. On the product I received, this bar is much thicker, making the needle hit it. When I contacted them, through several emails and texting them photos of the problem as they requested, their only response is that the foot they sent me is "noted" as being the correct foot, and they checked with ******'s website, which also "notes" that a high-shank 7mm walking foot is correct for my model of machine. I completely agree that a high-shank 7mm walking foot is correct, but just not THIS particular foot. THIS particular foot was manufactured differently than the one in their website photo. The foot in their photo is the one i need, it simply isn't what I received. I pointed out this discrepancy several times, and they simply did not respond to it, just stating again that their foot is "noted" to be correct. They will not admit they sent me the wrong product, even though I sent them photos clearly showing it does NOT fit. When I tried to use the foot, and the needle hit the metal bar (BECAUSE it didn't fit) it made a needle mark. They won't take it back because it is damaged due to this needle mark. It wouldn't have been damaged if it had been the correct product. Request refund of $30.60.

  Business response

  10/20/2022

  Business Response /* (1000, 15, 2022/10/19) */ Our customer service team is reaching out to go over options, either a no cost replacement or a full refund. Consumer Response /* (2000, 17, 2022/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally gave me a refund.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 10 jumbo bobbins from this company in the amount of $67.98 on September 2021. On the website I gave the make and model of my sewing machine when I placed the order. The bobbins I received do not fit my machine. I called and asked for a replacement and was told 60 days had passed and would not help me. They don't carry the bobbins I need but sent me these. I would like to have the correct size and will gladly pay any additional cost if they will take these back.

  Business response

  08/31/2022

  Business Response /* (1000, 14, 2022/08/30) */ This email is in regard to order number #*******, placed on September 27th, 2021 by **** *****. The customer reached out to us requesting a return for the item(s) ordered, #0332107001 Jumbo Bobbins 5pk, ******* in the amount of $67.98. The date she had reached out was December 6th, 2021 which exceeds the return 60-day policy time frame. So the items were no longer eligible for return or a refund. Kind regards. ****** Customer Support www.sewingpartsonline.com ******@sewingpartsonline.com (888) ***-**** ext. ***

*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. ↩