Complaints

This profile includes complaints for SVP Sewing Brands, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SVP Sewing Brands, LLC

  300 2nd Ave. S. Nashville, TN 37201

  
• 

  SVP Sewing Brands, LLC

  6 Crestwood Plz Saint Louis, MO 63126

• 

  SVP Sewing Brands, LLC

  6 Crestwood Plz Saint Louis, MO 63126

• 

  VSM Sewing Gallery #281

  1250 William D Tate Ave Grapevine, TX 76051-4030

• 

  VSM Sewing Gallery #681

  10515 N Mopac Expy Ste I Austin, TX 78759-5468

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.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchase the ***** Icon2 on May 27, 2022. I had to take it in several times for repair. I took my machine in the first of November, 2024 for repair because the carriage got stock. I called the company I bought it from Sew What! at *****************************************************************************. They told me that the parts did not arrive and the parts were to arrive from *****. At that point I called the ***** customer number at **************. Spoke with a ***** who told me he would expedite my request to his manager, *****. So far, I have not heard from *****. Nor did she call the dealer at Sew What!I am requesting now a new machine since I need it for my business.

  

  Business Response

  Date: 01/31/2025

  We have been in contact with the owner since her call to **************** on January 21st, 2025. ***** reached out to the customer starting on January 24th, 2025.  Regretfully the part needed has not arrived yet to the warehouse. The part is expected in very soon and we have been updating the customer daily regarding if it has arrived yet as we do understand that customer's frustration with the delay due to the back order that occurred. We continue to update the customer regarding the status of the part daily. 
  
  The owner has repeated their desire for a replacement of her machine purchased May 27, 2022. We have directed the owner to their independent dealer regarding their request to have the machine replaced through the proper channel if that is approved by the dealer and the appropriate channel. 
  

   

  
  

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22854007
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***********

  Customer Answer

  Date: 02/04/2025

  My dealer at Sew what! In **********, DE has requested a new ***** icon 2 because my parts for my machine will take months or even a year to be repaired.  So far, my request has not been answered  Request a new machine now!    

   

  

  Business Response

  Date: 02/05/2025

  Good Morning, 
  
  We have received confirmation the owner's Creative Icon 2 is in the process of being replaced under warranty. We have instructed the customer that her dealer will have the information about the exchange process under the warranty. 
  
  Kind Regards,

  *****

  Customer Experience
  Team Lead

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22854007
  
  I am rejecting this response because:

  My dealer does not have any ***** Icon 2 in her shop.  Let me know where I can obtain an ***** Icon 2 for replacement. 
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 02/10/2025

  Good Afternoon, 
  
  We have been in contact with the Owner regarding the warranty replacement procedure and that it will take place through the dealer. This process was initiated by the proper teams on or about Wednesday February 5th, 2025. We have confirmation from the Warranty Team that an extension of 4 months will be added to the Owner's Warranty for the time she was unable to use her machine. 
  
  We understand the customer wishing the process to finish up as quickly as possible as do we so she can enjoy her creative endeavors again. 
  
  Kind Regards,
  *****

  Customer Experience
  Team Lead

   

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a Epic 3 sewing machine on 2/10/2024. After long wait, machine delivered was faulty. Have now had 3 replacement machines after extensive wait time for each and 4th machine has had issues and is now not working and will again need repairs. **************** number is useless. Have been on hold repeatedly only to be disconnected after 30+ minutes. Spoke with someone supposedly in authority in October and she said I was annoying her. She indicated that I should just be happy that SVP was replacing the faulty machines. The 4th machine I received in mid October has now also stopped working and must be repaired. I want my money back and do not want to continue this ongoing frustration.

  

  Business Response

  Date: 01/22/2025

  Good Morning, 
  
  Our internal teams are working with the Owner's Dealer on resolving this unique situation with their fourth machine and their request for a return of product. We will be updating the owner as we receive information back from the teams regarding this. 

  Kind Regards,

  *****
  Customer Experience
  Team Lead

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22810963
  
  I am rejecting this response because it has basically said nothing. *** has given me the runaround for nearly a year since I purchased the machine. I want to know exactly what resolution they propose, not assurances that there will be one. The assertion that they were working with the dealer is a lie because they had not contacted him. I sent him copies of their email response to me and that was the first that he knew of it.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/07/2025

  We are pleased to confirm that we offered the customer a full refund on January 29, 2025. The customer accepted this offer, and the matter is fully resolved.

  Kind Regards,

  *****

  Customer Experience

  Team Lead

  Customer Answer

  Date: 02/11/2025

   
  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

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 9/21/24, approx. 6PM, I purchased at ***** Store # ****, transaction ******, my daughters first Singer HD 4411 # ZHV2314202079. It worked great until 12/16/24 and fell apart.I returned to the store to find out that I had to deal with singer direct. I log onto the Singer website, only to find out, there is no warranty for our machine because the original copy of receipt cannot be found.On 12/17/24 I returned to ***** and purchased a second Singer 4411. The following day my daughter tried to use it and the shaft that turns the bobbin would not turn. No way toput thread on the bobbin.On 12/19/24 I returned to the store with my receipt and the machine, my daughter was in the middle of making Christmas gifts and needs a machine to finish it. AT 7pm. 12/19/24, at **************** # ****, I purchase our 2nd Singer HD4411 # ZHV2217105381. The clerk explained that she would give me a new machine but needed my receipt. I would have to pay a $20 restocking fee. She would exchange the machine. I did not realize it but she kept my receipt.The following day my daughter tries to load the bobbin and the machine turns it into a wad of thread. My daughter tried a different bobbin, the different thread and so on. After an hour gave up and is considering giving up sewing.I would like to return the machines. Im out $350 and my daughter still does not have a sewing machine that works. I dont want to have to spend more money shipping broken machines back to ***** to be repaired and sent back a year later. I am out near $400, have two Singer 4411 machines that do not work and Singer will not warranty because I do not have a receipt for either.

  

  Business Response

  Date: 12/26/2024

  Good Morning, 
  
  We are working with the customer to provide options for them to have their machines taken care of under warranty coverage within our system. 
  
  Kind Regards,

  *****

  Customer Experience
  Team Lead

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22723333
  
  I am rejecting this response because: I have purchased two new Singer Machines from *****, not a "build your own sewing machine kit". Their solution is to continue to drag this out beyond the warranty period by having me spend more of my time making videos and attempting at home repairs. If you purchased a new car, would you want to facetime someone at ******************* (not a mechanic) and attempt repairs in your driveway?

  Singer is insulted that I try to get support from them because I did not buy direct from them. ***** wants me to play sewing machine repairman. I just want a working sewing machine for my daughter.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 12/27/2024

  I would like to return the machines for a refund.

  I have went back and forth with ******* customer service team and made no progress. If they had put as much effort into helping me as they have into trying to not help me, the problem would be solved by now. I have only received empty promises. "If you send us this, we will do that." I send what is requested and then get a new time-wasting request.

  I have invested so much of my time and money into this already. I have lost all faith in the product and *******. From the start, ******* corporate response has been informing me of their corporate policies to not help their customers. ******* has demonstrated that I would have not gotten this far without the involvement of the BBB. As for the product, I have purchased three (one was allowed to be returned) and still do not have a working sewing machine. Two of the machines have never sewed a single stitch, bad out of the box.

  The one machine that I thought would be returned for repair (I believe they have changed their mind?) is 90 days old and apparently "just within warranty". If it were repaired and returned, it will be out of warranty when and if it is returned. No matter what condition it arrives in, I will have to accept because it will be far out of warranty then. This second machine, it seems they want me to send pictures and they have me make the repair. 

  I work full time and take care of my daughter. I paid for new machines that could sew, not a make your own machine kit. I have hours of my time spent trying to actually get a machine that works and still do not have one. We did not buy the least expensive model. When we purchased the first one in September, it was the most expensive heavy-duty machine that did not have a lot of bells & whistles. My daughter felt that a basic machine would be more reliable and easier to use. When I purchased the second machine, I asked if there were a higher quality machine that I could purchase and was told I would have to order one.

  We have the boxes for both machines. I have provided ******* with the bank transaction information from when I purchased the machines. I admit, the receipt for the first machine, we lost. ******* associate took the receipt for the second one. 

  I would just like to put this matter behind me.

  

  Business Response

  Date: 01/02/2025

  Good Morning, 
  
  We have been working with the customer in order to resolve this under warranty for both the machines. We have provided, and they have been used, *** Pick Up of both machines at their location as well as a replacement Proof of Purchase for the new machine and a 30-day extension of the 90-day warranty on the first machine as when they reached out, they were just in their 90 days from purchase. 
  
  We had been under the impression, since both machines are on the way to warranty, that this had been an accepted solution to the issue of not being able to return for a refund through us, or *******. 
  
  We have been very clear that all returns for refunds would need to be through ******* as we are unable to refund purchased made through other retailers. 
  
  Kind Regards,

  *****

  Customer Experience

  Team Lead
  
  

  
  

  Customer Answer

  Date: 01/02/2025

   
  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

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I purchased a ***** MN110 in 2020 from Sewing MachinesPlus. It was an online purchase that was followed up by a phone call to help me in making the best purchase. Received the machine 6 weeks later. I read the manual. The needles kept breaking the thread kept coming unthreaded from the needle. The bobbin would destroy the thread. I put in multiple calls/emails with the dealer who walked me through some troubleshooting ideas. Thought I had it working. With every issue I could fix some new issue would occur. I recently called to have a technician come to look at to see what is happening with the machine as it has not produced me any viable product in 4 years. The dealer said they no longer have this machine/brand as a product. I called SVP who makes this machine. I was told by customer service I would have to go through my nearest dealer. Upon looking at the dealers they sent me, the nearest dealer is 6 hours away. I called the dealer, and they are no longer a dealer because of the multiple issues with this machine. I called ***** with SVP again. I was told again to go through my local dealer. There is no local dealer. I have requested call backs, *** instead I get emails saying they can no longer assist me to call ****** who they said actually made the machine. I contacted ****** for them to tell me that they cannot help me because it's not a Ricoma machine. I then call *****/SVP for them to tell me they really can't help me. I can't get a refund because it's been so long since my purchase. I can't get a replacement for the machine because it's been so long since the purchase although it's under warranty. I can't get anyone from their company that can help me repair the machine because they don't have anyone local who can repair it. The repairs should be on the company since they made the machine, and the machine has never worked.

  

  Business Response

  Date: 11/07/2024

  Good Morning, 

  We have provided the customer with new resources for having her machine taken care of as well as a review of the warranty on her machine as of today. We are very sorry the number of authorized technicians for the Multi-Needle type machines are limited in general due to the nature of the machine being much different than a home sewing machine or single thread embroidery machine. We encouraged the owner as well to reach out to us with any further questions via email for ease of documentation that they can refer back to as needed. 
  
  Kind Regards, 
  *****

  Customer Experience

  Team Lead

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22523061
  
  I am rejecting this response because: the technical support that they supplied me with does not have a working phone number. This machine is currently in my home as I have an in home business and that should not impede the company from attempting to help me get it working properly. No one knows what the problem is because they don't have anyone that can help me. This machine was delivered to my home via an 18 ******* ***** truck. They are expecting me to drive it 3 or 4 hours away from my home to have it looked at. It's not feasible to ask a customer to do so or to ask them to pay hundreds of dollars to have it packed by *****, insurerance for the delivery,  and the shipment of the delivery to have it "diagnosed". 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 11/13/2024

  Good Afternoon, 
  
  We have worked with the customer to verify a service technician they have found is authorized and if anything would prove to be under warranty it would be covered under the warranty terms and conditions running from the purchase date of the machine. The Customer has a full copy of the warranty terms & conditions from prior communication privately on Thursday November 7th, 2024. The date of purchase on this machine was, as provided by the customer as being in 2020. 

  We have requested the customer update us after they have had their machine taken care of by the authorized dealer. 

  Kind Regards,

  *****

  Customer Experience

   

• Initial Complaint

  Date:09/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sold an embroidery machine, that is obsolete, under false information. I was told by salesperson, that this machine could be used to embroider files that are downloaded. I was specific in my questions. Can I download designs from the internet? (Yes). Can I digitize with this machine? (Sure, you can do lots of things). Is the software upgradeable like a computer? (Sure, you won't have any problems with this machine). The machine is so outdated that it doesn't recognize files downloaded with the specific format for it. Sold a digitizing program that doesn't digitize. I was taken advantage of and chorused into buying a machine that doesn't fit my needs. I believe she sells this machine to people, so they get excited and then buy the more expensive machines and makes her commissions this way. This machine only embroiders old designs. Salesperson never showed up for the software class that she promised. Also uses her personal phone so that conversations can't be recorded, this way there is no proof of her offers. I have a witness to the above statements concerning the embroidery machine. The receipt state Designer Royle, (wrong) it's a Designer Diamond Deluxe. I don't want the latest machine; I want one that can do what I was promised/sold.

  

  Business Response

  Date: 09/23/2024

  Good Afternoon, 

  ******* purchased a previously loved Designer Diamond Deluxe, s/n **********, along with the mySewnet boxed Gold Software on June 19, 2024 from the Viking Sewing Gallery in ------- *******. ******* first reached out to our **************** Team regarding this matter on August 30th via phone. 
  
  We have spoken at length with the store as well as *******. ******* has come in for all four of the two-hour long classes, total of 8 hours of training, on the Designer Diamond Deluxe. We offer these free of charge to all new owners as there can be many new features to even a new to them machine. Ongoing assistance with machines is offered to all owners as well. She stated to our staff she was not told his machine was "obsolete". It has been reported she was explained from the staff notes that this machine had been retired but was still very usable and if needed could be updated to the last operational update if it was not already. 
  
  The Gold Boxed Software from mySewnet features an easy-to-use automated Digitizing program to allow customers the ability to create from many formats, such as drawings of logos, embroidery designs to stitch out on their machines. ******* had been set to come in for the first class on her Software but had to cancel due to unknown reasons when I spoke with the store. The class was rescheduled but regretfully the teacher had a family emergency as they were getting ready and had to postpone. She has reached out to ******* countless times, to include giving the customer her private number to make it easier for ******* to schedule class time. The manager has tried many times to reach out to ******* stating at times ******* picks up but after identifying who is calling the called drops or goes dead. We also attempted to help ******* over the phone and by sending a link to online tutorials on how to use the digitizing aspect of her software to reassure her that this truly does do what she had requested. 
  
  The manager and we have offered many times to reach out to the Area Manager but ******* has declined this each time from all who have offered. We are continuing to offer our support on all levels. 

  Kind Regards,

  *****

  Customer Experience

  Team Lead

• Initial Complaint

  Date:08/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have three issues:a) I purchased a subscription on for online service to mySEWNET software; which includes access to Library of designs. I was unable for several months access library. I can understand a few days no access. I have contacted SVP through **************** form and two letters. I was told there was no *** on restoration. Access fully restored February 2024 b) Machine WIFI - Blog - Identifies updates,, projects, freebies..etc. Purchased as a component of the sewing/embroidery machine; unavailable for several months. Restored 6/18/2024 notification.c) Access to advance educational resource of Software subscription. I've invented over $5k in software over the years and this year I'm told there is no support for educational questions about the functionality of the software. The website has had tutorials but when you've run into a problem where guides has very little information or none; you need to contact support. I already pay for software; support has always been in the means of a group specialist where we can write a question. I always try Dealer or other resources; but the level of the question required Specialist beyond basic. I was told **************** now can only answer technical questions.With all respect; when I purchased my machine with specific operational components and purchased software; I was not informed or consented to any changes in the terms of these products. Thus trying to get answers and/or recover losses that continue; with exception of access to Blog and Library; educational component of the software continues.I can even provide further documentation as to my claims if required.

  

  Business Response

  Date: 08/20/2024

  We have reviewed our correspondence with the customer; however, we are not showing months of interruptions to the library service. At the end of 2023 and early 2024, we did experience a technical issue where customers were unable to access their accounts. However, these outages lasted approximately one week each time. We completely understand the frustration with being unable to access your account even for a day as this is a paid service. Therefore, we would like to extend three free months of mySewnet access. Once we have received acceptance from the customer, the additional months will be added to the customer's account. 
  
  
  In regard to educational support, In the past, we offered a Vantage program that provided elite support at an additional cost. This program was transitioned out several years ago after the term of service was reached. This program was not renewed, and funds were not collected for these elite services. 
  
  
  However, support continues to be available in multiple ways. We have a designated support team for ******** who have worked with the customer on numerous occasions. This support team answers both educational and technical questions. In addition to the support team and online resources we have multiple authorized dealers and Viking Sewing Gallery Stores available for more complex or in-detailed training. In the correspondence with the customer, we advised to contact a local authorized store location for continued support. Please know, support for educational questions is still readily available in many formats. 
  
  Regards,

  *****

  Customer Experience 

  Team Lead

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22158680
  
  I am rejecting this response because:   I have had interaction with staff at SVP ****************.  However, the associates who attempted to help within their limited privy; did try.  The May 7th comment was when I decided I needed to elevate the question on Educational responses.  

  Here is an example of a educational question with response May 7th, 2024:  "I am very sorry I gave you some pointers in the previous email but, We do not educate in this department anymore. Education is handled at the store level or on the website now. We are just Tech Support now. Technical issues with devices connected to mySewnet and Premier+ 2 only.
  If your dealer is not able to educate you I would suggest trying another dealer.There are also many unaffiliated software clubs online however, I cannot make suggestions as they are not affiliated with our company."

  Another on 10/03/2024:  "Please contact your dealer with these questions. They will be more equipped to help you as we only handle computer tech support."

  I have attached letters to CEO when I was receiving still receiving no educational response through **************** and/or specific Group to handle software questions.  There was no response to these letters or contact.  
  

  I believe there is a false narrative being sent from SVP representative *****.  It was more than a few months; according to my records this started in or at least when I noticed 08/01/2023. 

  I noticed in the response SVP did not address the Blog accessibility on machine or website.  Nor did the representative refer to documentation where I was still having problems with access to Design Library see attached 05/02/2024.  

  I can provide much more documentation and declining access to information from website but my goal here is to recover what I paid for in my machine, access, and time lost.  I have pre-paid in advance for access to software and library of designs for 2 years.  

  When you add up all my loss $1,500.00 compared to cost of software over the years; I started with original cost $2,500.00; multiple upgrades following initial cost in the amount or average of $800.00.  Also, the machine with its Blog feature was $13,500.00. 
  
  Sincerely,
  
  ***** ******-******

  Customer Answer

  Date: 09/09/2024

  I've updated letters to CEO.  At the time my LinkedIn showed Mr.********** but just was corrected with help of the ******************************  The current CEO is ***** *******.  

  I don't want misunderstanding, but I hope the letters were forwarded to correct CEO.

  Thank you.  

  

  Business Response

  Date: 09/10/2024

  The customer previously expressed her concerns regarding educational support after her interactions on May 7th. I believe the 10/03/2024 date is a typo and happened earlier in 2024.
  Please know, we have addressed these responses with our representative as our customer service team does provide basic educational support via phone and email. The customer has worked with our representatives since May 7th and educational support was provided.
  For additional educational support or more complex instructions, our authorized dealers, or Viking Sewing Galleries. We also offer a wide range of educational videos and content online.
  We apologize for the lack of response to the letters sent to our CEO. Thank you for attaching the letter as we ensure all letters we receive are responded to.  
  In regards customers being unable to login and access mySewnet library. We did experience these outages in late 2023 and early 2024. Each outage lasted between one to seven days each occurrence. We are not showing where mySewnet library was inaccessible for months at a time.
  As for the blog accessibility, I apologize for not addressing in our previous response. Blog was unavailable for approximately five weeks. Please know, the Blog is a free component of mySewnet providing free projects,free designs, etc. Blog is accessible to customers at no additional charge with mySewnet basic.
  We completely understand the frustration of any outage and would like to extend the offer of adding three additional months to the customers account to apologize for the outages experienced with the Blog and Library.
  I believe the customers reference to declining access was related to our Vantage program. ******* was a program where customers purchased a higher level of support. Vantage was phased out several years ago after the terms were met. No additional funds have been received for this program.
  Please know we have also launched our *********** in 2024 where 120+ articles are available containing educational content. We plan to double the number of available articles in 2025. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22158680
  
  I am rejecting this response because:  SVP response is trying to provide a false narrative by bringing Vantage into the complaint.

  a)  The Blog on my machines was missing for several months and was not maintained, nor did I agree to any terms to discontinue.  Documentation provided as to date it was Blog on my machine was back online.  Several months.

  b)  I have provided dates for how long I was without access to mySewnet Library.  This was an issue til May 2024 as stated.

  I provided documentation that covered both issues.  However, the documentation also included my Frustration with Educational support that has recently stopped per May communication with SVP Customer Support.

  I agree that SVP doesn't know a lot of timelines because re-construction of the website compromised several users including loss of designs when "cloud versus vault" to not be able to find any information by their product (ie.; updates and dates for their machines) because of default to SINGER trademark; poorly re-construction of website; loss is notable by employees of SVP.  I could provided additional documentation in support of this claim based on several points. 

  But I don't want to provide a "false narrative".  My claims are monetary and have a legal impact.

  I have estimated my loss of paid services two (2) issues recited above.  Three months extension to a unstable run subscription/product does not cover my losses.
  
  Sincerely,
  
  ***** ******-******

  Customer Answer

  Date: 09/10/2024

  Just so that BBB has a clear understanding of the value mySEWNET Blog on machines, here are two attachments which support the value directly from ************* received today.  Thank you for all information, documentation in support of my complaint.  

  Customer Answer

  Date: 09/23/2024

  Dear BBB:   I don't see any response going forward on this complaint from SVP.  Should I try the next level with Tennessee State Government has a online complaint form.   I truly have a monetary value, as long as, we stay to the facts I have addressed and not ***** ****** with complaints which I have not addressed, trying to keep the facts forward.

  Sincerely,  ***** ******-******

  Customer Answer

  Date: 09/26/2024

  Currently I became aware of access to mySEWNET subscription I have pre-paid for which I have no access to Library again, with my Machine having no WIFI access, The Blog, etc.  SVP website and all access to explained parts within my complaint has been down since Monday, September 26, 2024.  There is many supported media platforms complaints as well.  

  This just supports again, their website as well as paid subscription; functions and features of my machine are not accessible. 

  If any when should I be hearing from you all or SVP's response?  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We purchased a BRAND NEW Singer 7285Q Sewing Machine from Joanns March 12, of this year. It costed me $270.61. Upon assembly, the machine did NOT turn on. We took it to their warranty warehouse since ****** does not accept returns for defective electronic machines. The warehouse then determined that it was the board that was causing the failure very quickly. It was March 26 when they determined what the issue was. The only problem we had was that Singer was moving their warehouse HQ to *********, which led to a big delay in the *************** availability. Keep in mind, this machine was purchased by me, for my fiance, so she can use it for her college sewing class. We have constantly relayed that urgency over the singer countless times in hopes that they would understand & actually help us. Fast forward to April 19, we get an update from one of their higher-*** named ************ is the message she sent us :I asked our team in the area of parts and they stated that the part had arrived in stock so it should not be too much longer for the warranty location to receive it. We did have a shipping delay as the warehouse on our side did move locations but that is now back to shipping items.We thank you for your patience and understanding.Kind Regards,***** Customer Experience Team Lead Since then, 20+ days later, we have received ZERO UPDATES. I have called every single ********** ***** some emails DIRECTLY asking for updates. No response. **************** consistently gives me the runaround, saying theyll have ******************* me directly over & over. NOTHING. We have been UNBELIEVABLY patient & understanding & they've simply taken advantage of that. We want our money back. We asked them to just send us a new machine so this whole mess can just be over with. No cooperation. I have emails showing the conversations, as well as the million calls ******* fiance both made to them over the past month. Worst experience ever. Please help us!

  

  Business Response

  Date: 05/14/2024

  Good Morning ***** and ******, 
  

  We are replacing your machine as the part needed is delayed. We have emailed you regarding this as of this morning as soon as we received the approval for replacement due to this unusual situation. We apologize for any lack of communication after the April 19th update. We will be reviewing your case regarding this as we strive to have outstanding communication with all our owners. 
  

  Kind Regards,

  *****

  Customer Experience
  Team Lead

   

  Customer Answer

  Date: 05/14/2024

   
  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

  Date:05/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered a machine on 3/31 and they have not shipped it and they will not give me my money back. I have a quilting. They said delivery would take a week. I called the number on the website. They said they would not refund my money and would not explain the delay.

  

  Business Response

  Date: 05/06/2024

  Good Morning *******,

  We have reviewed our communications with you and see that on April 23rd you spoke with our *************************** You had reached out to us prior to that as well. We had explained that the order was in a status that we could no longer cancel but that our warehouse had moved and was working on shipping all orders affected by the move as quickly as possible. We also mentioned that once you received the order you are welcome to as for a free return and refund. We are very sorry that the machine has been delayed due to this move and we are working on resolving this as quickly as possible. 
  
  Kind Regards,

  *****

  Customer Experience

  Team Lead

   

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21661613
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order #**** date of transaction 3-20-2024 Singer Serger model HD0450S $269.25 Presser Foot $***** Presser Foot ***** Presser Foot ***** -----------------------------------Total Purchase $370.99 I have not received my serger, although I have been in contact with the company. Correspondence is very poor. They do not answer the phone. I have waited 6 weeks for delivery of my serger. This is a brief summary of my complaint. They have not given me a tracking number, they have changed my order number.

  

  Business Response

  Date: 04/30/2024

  Good Afternoon,
  

  The machine was reordered this morning prior to ******************** reaching out to the BBB. Once it was clear that the machine had not been received by the customer yesterday but had been returned to our warehouse as undeliverable, we corrected this by placing the replacement order immediately.
  
  "We have processed a new order for your serger that had been returned to **. The order number for this has been provided to the customer in private email. We will provide tracking as soon as it is assigned by private correspondence." 
  

  
  Once again, we apologize for the misunderstanding during the original request for assistance with the order missing items.
  
  
  Kind Regards,
  *****
  Customer Experience
  Team Lead

  Customer Answer

  Date: 05/03/2024

   
  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

  Date:04/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered a sewing machine called the Singer Quantum Stylist 9960 from singer.com on April 15th. My order number was #**** and the total amount I paid after shipping and taxes was $496.38. I was given an estimated delivery of April 25-April 30.Upon receiving new information by Singer, I have been told that they cannot provide any information as to when the order will arrive and that they refuse to cancel the order for any reason whatsoever. I tried to contact the customer support via email and on the phone. They have bluntly refused to cancel the order and they will not provide any date whatsoever for expected delivery.This appears to be very unprofessional and shady. They have received my payment and I feel left in the dark as to when (or if) my order will be honored. Due to my needs to have a sewing machine by a particular date, I have been surprised by how unhelpful this company has been.

  

  Business Response

  Date: 04/23/2024

  Good Morning ***********, 
  
  We are happy to update that your order now has a tracking number and is awaiting pick up by *** later today. We will email that tracking information to you from our current conversation with you internally. 
  
  We once again apologize for the lengthy delay due to the warehouse move. 
  
  Kind Regards,

  *****

  Customer Experience 
  Team Lead