ComplaintsforSVP Sewing Brands, LLC

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purcahsed a $800 sewing machine from the singer website just under 2 months ago, this machine is faulty and i would consider it a lemon. upon reaching out to the company for a refund or replacement they informed me that they cannot return it due to their return policy, so they sent me to the warranty people. They informed me they do not handle the warrenty in house and they outsource to smaller sewing machine warehouses and gave me the number for the warehouse. singer does not pay for customers to send thier sewing machines to warrenty and it is going to cost over $100 for me to ship the machine to the warehouse they assigned me. I will not be paying to send a completly faulty machine to a warrenty center out of my own pocket. Singer should be paying for customers to complete warrenty checks. After spending over $800 on a broken out of the box machine, their company they should be covering warranty shipping. while on the phone with the singer customer service i was hung up on 2 seperate times and spent over 5 hours on the phone trying to get answers only to be sent out of the company to a random sewing machine warehouse that i dont know if i can trust because it isnt Singer brand. I am seeking either a refund for this machine, a shipping lable to the warranty center, or a replacement of a new machine.

  

  Business response

  04/23/2024

  Good *********************************** you for reaching out to find more assistance with your SE9180 that is faulty. We are sorry to hear that your machine is not working as it should be out of the box. We would like to provide you with a prepaid shipping label for the machine to be sent to one of our warranty center locations to be assed fully and have appropriate resolution. I will be reaching out to you via your contact information provided, as I see you used a different email during the purchase process, from our internal system to preserve your private information. 
  
  Kind Regards,

  *****

  Customer Experience

  Team Lead

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year on April 13th I purchased a Viking Epic 2 sewing and embroidery machine. It has been in service 4 times and it still has not been fixed or replaced. $15,000 is a lot of money and I still owe $7000 on it and it won't even sew a stitch much less do an embroidery design. I own 3 other viking machines and have no issues with them. The Epic came with a one year warranty and all the services took place during the warranty and have 2 different viking service techs and they have no idea what the problem is. The initial purchase was made from the *********** Company in **********, *******. After the first 3 services provided there the store owner suggested taking my machine to *************** in *******, **., which is an hour and 10 minute drive to get another opinion. Basically she washed her hands of my problems and sent me to another dealer. I have been communicating with ***** in customer service with Viking for quit sometime but has stopped communicating with me. I will have to meet with an attorney to help resolve this but really don't want to and shouldn't have to. I had a signed contract with Viking and The *********** Company and it clearly has not been honored. I will be filling the same complaint with the BBB in *******. Thank you for your time.

  

  Business response

  07/12/2023

  Per emails from the consumer she is no longer working with the dealership that sold her the machine. During the first year of warranty this dealer would be responsible for all **************** to her machine. She is unhappy with this location and this Spring has taken her machine to another dealership that is further from her. This new location, ***************, has worked on the machine but was not successful in resolving the issue.
  
  Customer Care is working with our in-house service team and her alternate Viking Dealer (***************) to find a solution for her machine servicing. Consumer has her original cartons and want us to deal with her direct. It is company policy to have all machines shipped from and to dealerships as this reduces the possibilities of shipping damage. We have offered to send a prepaid *** label to *************** to ship the machine to our ********* facilities for evaluation and repair. She has emailed us direct that she will not send the machine for service unless she has a loaner. We are unable, at the corporate level, to provide consumers "loaners" while their machine is in for service. After several communications with consumer, she has agreed to take machine to Miss D's.  Viking is furnishing a prepaid *** label to pick up her machine at *************** and bring it to ********* for evaluation and service all at no charge to the consumer. We have also requested she include the data files for the problematic patterns she uses with her machine that are causing the errors. The machine would be tested with the built-in patterns and these 3rd party designs. If the problem only occurs with the 3rd party ************, then it most likely not the machine itself but the digital files that are causing this issue.  Consumer will need to work with local dealership to seek a loaner for the duration of the service. We hope to have the machine service and sent back to the dealership as quickly as possible.  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in 12/17/2022 I placed an order form Singer.com a press machine. Although the order showed deliver but we couldnt find it and that was during the Christmas time and we received so many packages except this one. I let the customer service know about it. I was told that they do the investigation and will contact the **** Then, I followed up with them and I was told to contact my financial institution and dispute with them which I already did but they said the merchant , singer, sent us the tracking number and it shows its delivered. My financial institution again asked me to contact the merchant to get the money back. I did and I sent an email and never received any responses from them .

  

  Business response

  02/13/2023

  *********************** -  Singer.com Order ****** placed on 12/17.
  Order shipped on 12/19 via *** 1Z8777320347377315 and according to tracking was delivered at customers front door December 23 at 11:28 AM.
  
  Customers first contact about the order was on our webform email dated 1/2/2023 (Office was closed for New Years Holiday.)  Case: ****** Customer comment - Please refund my money . Im not satisfied with my purchase. I plugged it in and then there was a sound and never worked afterward
  
  Customer emailed again on 1/3/2023 - To whom it may concern,
  Im not satisfied at all with my recent purchase. I sent you a message. As soon as I plugged it in I heard a sound and the power outage happened in my house. Not happy at all. Please refund my money asap. *************************** having been closed for the long New Years Holiday was a bit behind but replied to the consumer on January 5, 2023.  Thank you for contacting Singer, I am happy to assist you!
  We have received your return request & we are actively working on your case. Please allow 1-2 business days for processing. Once processed, you will receive an email directly from *** with a return shipping label. When the return is accepted & processed through our returns line, a credit & refund will be issued. Please note: the email will come directly from ***, not Singer. This entire process may take up to two weeks. 
  
  A prepaid *** was issued to the consumer on 1/5/2023 *** tracking 1Z05A60W9049449319.  To date this *** label has not been used.
  
  On 1/6/2023 the customer emails that they did not receive our shipment - My apologies but by mistake I reported the malfunction of the singer product. Long story short my wife also ordered the iron press machine but from Amazon and I completely made mistake because I thought we received it from Singer. I just want to inform you that we never revived the item from you guys. Im sorry for the confusion. Please advise. Thanks 
  
  Consumer now claims they never received their Singer order.  We confirmed that the order address (entered online by consumer) was correct and asked logistics to file a missing item claim. (1/9/2023). They were unable to submit a claim as an investigation had already been opened, *** follow up on the issue and the customer was satisfied so the claim was marked closed.
  
  We informed consumer of results from claim attempt with *** and the *** reply The recipient has released *** from liability for this package. It is ineligible for a claim submission.  *** advised recipient to file a local police department report for potential theft.   

  Since the consumer claims to have received this same item from Amazon, we request to see a copy of the Amazon order in this time frame.  As *** indicates to Singer that the item was in fact delivered.  Since they claim they have ordered one from Singer and one from Amazon requesting proof of the Amazon delivery seems reasonable.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a machine from SVP on 2/19/2019 $12,775.31 for an **** 1. At the time SVP knew there was an issue with the model I purchased. The issue was a flashing screen. It happens so quick you don't even notice, but then you do. I reported to Customer Support, local store and they acknowledge its a known issue (I have documentation). Local Service when machine was in for another couple of known issues with needle holder and thread guide all shared "its a known issue". Which all I got back from service as well as staff it's a known issue, they are working on it. To me this is a latent defect that should have been shared at time of purchase. At the time of purchase there was no knowledge or sharing of this information with me. For two years I've been waiting on "R&D is working on resolution. Recently they offered to upgrade my machine, but will not allow me to exchange my machine with local store. after several years with communication with Customer Support, letters to CEO, issue with FTC Consumer Protection service which I have a file number; Now R&D wants to review my machine before they will send me the upgrade or exchange. I'm so tired, that I offered several fair resolutions to make me whole again. But all have been responded to as "NO". At some point this flashing is going to affect the machines operation, R&D is not going to fix this latent defect because the machines age. I've been patient and I'm over it. I don't have buyer remorse, I have remorse not knowing there was an issue and could have made a informed decision on purchase. SVP should have disclosed the issue prior to selling a somewhat defective machine. I've attached the latest document of conversation with Customer Support. But I have alot of older ones correspondence. I was told maintenance will not longer be available on this machine because of age. Which only increases my worry of the latent defect. The sale seems to be made without full disclosure.

  

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/10) */ An earnest attempt has been made by SVP to assist this consumer with her 2019 Designer ****. In an effort to resolve this issue, in early September we requested that she send in a video which would be forwarded to R&D. Complainant did not provide a video. Many emails later she was offered an upgrade and replacement with the newer version of her Designer ****, our Designer **** 2. Again more emails with negotiations of terms for the exchange in which the complainant wanted to keep the original machine, but still receive the new Designer **** 2, or have us pay off the balance owed for the original **** and still receive the newer Designer **** 2 and various other versions were put forward by the complainant. As the original Designer **** was replaced in our line by the newer Designer **** 2 we felt this was in keeping with the terms outlined in the manufacture warranty for a replacement. Plainly put, if a machine is determined to be unrepairable Viking would replace the machine with the same model or one of equal or greater value. SVP remained firm in the exchange. We would replace her 2019 Design **** with the newer version, the Designer **** 2. A machine was placed on hold for her which would ship once her 2019 **** was shipped to us so that our R&D team could then evaluate her machine screen issues. Her last email refused this offer. Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased the EPIC 1 in February 2019; it was about 4 to 5 years old new model EPIC 2 was coming out. If I had known there was a latent defect with the EPIC 1's and told that at the time of purchase; then I could have made an informed decision. I was sold a product with SVP knowingly aware that my EPIC 1 could have this latent defect (is this good business practice even fraud??). The Southwest Regional Manager could in person at that time let me know since I was present at a SVP event. After a year I found the latent defect; I have SVP agent in writing acknowledging that not all EPIC 1's have this latent defect. For two years plus spent (documented many check in's) requesting status, I have been listening to SVP Agents telling me R&D going was working on a fix. The EPIC 1 is now over 7 years old. R&D I believe isn't working on it or it would realistically be fixed now at any time, even though I had hope. As SVP knows there is no way to capture a picture or video of the flash because it happens in a split second and happens irregular for SVP. Agent for SVP shared in one of my request for status; "I think the frustrating part also, is that it's not happening to all ****s, just some." Never once did SVP ask to evaluate the machine during the two years plus. I have spent many hours trying to follow up. Three letters to CEO unanswered; when I finally realized, R&D doesn't have a solution, based on age of the EPIC 1, Newer launches of SVP machine; not cost effective to further man hours for a resolution. However, the flash happens then goes away in less than a minute. I again have explained this to SVP as well as. SVP knows it is impossible to capture, however I give SVP gratis for admitting to knowing of the issue and acknowledge there is a latent defect for my EPIC 1. I did provide a picture 4/28/21 of when the machine suddenly shut down after a flash/blinking to previous customer service agents. I've left my machine over a week in service for other defects to be repaired and they confirmed the flash/blinking existed. There are several customers who have complained and even complain to date of flashing screen. The flash/blinking does not happen on que as explained as known, it just does it within seconds. It's not as if it happens constantly as I shared with SVP and SVP knows this. It is a latent defect. As I wrote about SVP in my complaint; I was offered the EPIC 2 as replacement after a few negotiations of other options that I thought were fair for my time wasted and continued to buy accessories thinking it would be resolved. Luckily I purchased maintenance but after this last maintenance/warranty purchase I was told I could no longer purchase, SVP does not cover because of age of machine. I have been honest, frustrated, disappointed, I have had SVP Husqvarna Viking machines for over 25 years lots of investment in the Brand. I truly believe there would be a resolution. When SVP last reached out and would not confirm a timeframe for turn around because I have to send my machine to them and added Evaluation after all this time. If they are worried I wouldn't send my machine if they sent me the EPIC 2; I asked for the exchange to happen locally. I found out checking with SVP galleries here and Dealers with SVP products there are no new EPIC 2's. At this point, I believed their offer wasn't real, why an evaluation now; had it. I have for years my due diligence resolve without taking steps outside SVP; but the only option is to await evaluation and await machine, couldn't do exchange local. Why the additional evaluation R&D; I had sent pictures of my machines documentation, serial number, etc...I'm sure with other EPIC's with the same problem there may be particular batch of them which maybe mine falls within that have this latent defect. The EPIC 2 is an okay machine but it is over 3 years old and a new model I'm sure is with R&D. I will tell you all the agents I have spoken with have been upmost professionals with very few being unprofessional. I have documentation on the unprofessional Agents as well. I'm sure my emails were very assertive at times. I just do not want LAG time between this exchange, excuses, delays and delays I have witness in this industry and others. If I was to compromise, there are only three conditions: A) in writing, the exchange happen with my local store or send the EPIC 2 and I can send back the EPIC 1 (I'll need EPIC 1 boxes as shared with agent) eliminating delay or my money back; B) Bonus for the Agents I have worked with, they endured with me for last few years; C) written apology. Thank you BBB for all your efforts as well, BIG KUDDOS... Business Response /* (4000, 13, 2022/10/19) */ Customer Care is working with internal and external teams in an effort to resolve this customer's issues . We have been in contact with the manager of the ******** ****** ******* in ******** and she has agreed to assist us with the exchange of the consumer's current **** for a new **** 2. As previously stated, the exchange of the **** with the current model **** 2 complies fully with the terms of the manufacturer's warranty. Per the consumer's request we will have the new **** 2 shipped to the ******* Store in ******** where it can be exchanged for the consumer's original ****. Once the warranty replacement **** 2 has been shipped we will email the UPS tracking information to the consumer so they can see when it's been delivered. We would expect that the ******* Store would also reach out to the consumer to arrange the exchange. Consumer will keep the original **** embroidery unit as it will be compatible with the replacement **** 2. Only the machines are being exchanged. This will be an even exchange under the terms of the manufacturer warranty and does not affect any previous financing agreement for the **** purchased in 2019. Any remaining balance will need to be paid. The financing contract is between the buyer and the finance company. This warranty replacement **** 2 machine will be covered by the remaining warranty of the original ****. No new warranty will be provided with the replacement. (This is normal policy for a warranty replacement.) We have requested that the Viking ****** ******* manager update the most recent Service Maintenance Agreement and move the balance over to the new **** 2. Consumer may keep the original accessories that were included with the original **** as many will be compatible with the warranty replacement **** 2. Some may not be compatible with the newer **** 2 due to the IDT system. If needed Viking will supply the ******* Store boxes to return the **** to our LaVergne facilities. As soon as the complaint has accepted our offer we can begin the replacement process. Lastly, the ad the consumer submitted to BBB with pricing was for a Factory Serviced **** 2 and does not reflect the MSRP of a NEW **** 2.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im getting charged from this company on a monthly basis and Im not even using their services or products. I have emailed them multiple times and every time asking them to cancel my subscription because I used it for one day and stopped because their software is crap! RED FLAG!!!! Dispute being filed with my bank as we speak.... Next up FTC. Refund all Charges or i will seek criminal pursuit!

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/10/03) */ In searching our system, we found no phone calls or emails in our record system of **** ****** contacting Customer Care for a cancellation of his subscription. We searched under his name on MySewNet and found where he had subscribed to a 1 month free trial of the Platinum software on May 27, 2022. He also subscribed for a 1 month membership to the Platinum Library on May 27, 2022 and renewed this membership on July 26, 2022. The 1 month Platinum Library subscription was renewed again on 9/26/2022. Our team member has now cancelled all subscription for email ****[email protected].

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sewing machine from ******.com on May 10, 2022. After opening the box and using the machine on piecing a small quilt I started having problems, I contacted the company right away, but it was past the 30 day mark for returns. My understanding is that time frame was in place if you didn't like the product, not if the machine was defective. I called and was told that it is "under warranty now" and I would need to take it for repair. That is not acceptable to me. The last offer was I would need to ship it back to them and would be responsible for all costs and for any damages during shipping, After calling my credit card company to file a dispute for the charges, I found out that my account wasn't charged by ******.com. Frankly, if I had known that I wasn't purchasing from ******.com I wouldn't have ever made the purchase in the first place. I follower a person on ******* and I saw an ad using this ******* person's name to recommend this machine. I believe this company may have used this person's channel name to promote their product to people who subscribe to her sewing/craft channel without her knowledge.

  

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/21) */ Upon researching the complainant's internal case history I found that the ****** HD6380M was delivered to the consumer on May 12th. We did not hear from her until 5th of July where it was explained that she was now more than 30 days past the ******.com return period. The terms for return are posted clearly on ******.com under the RETURNS AND REFUND section. It also defines the terms of the return to include the original packaging. During this 30 day return period ****** does provide a prepaid return label. The machine appears to have arrived in working order as complainant has stated that she pieced a small quilt on the machine before she began having issues. Now the machine randomly stops. This can be something as simple as a bad foot control or issues with the motor. Both issues can be resolved. We asked for a video, but she said that would be too difficult as the machine stops randomly. On July 5th,the consumer had owned the machine for approximately 60 days (30 days passed ****** period) and was advised that the machine was under the remaining portion of the 90 day parts and labor warranty. The machine could be taken to her nearest ****** Authorized Warranty Center in Downey CA where it would be serviced at no cost to the consumer. This location appears to be less than 20 miles from her residence but we offered a prepaid shipping label to send the machine to this location should a drive be too much.(The prepaid label was offered in more than one reply) The machine would be serviced and restored to factory specifications. Under the terms of the manufacturer warranty, should the warranty center determine the machine un-repairable, ****** would replace this machine. This again was not acceptable to the consumer and she has filed a charge dispute with her bank, which she then offered to reverse if we would accept her machine as a return. As she had long passed *** 30 day return period, an exception was offered to allow for a return, but the complainant would be responsible for packing the machine and returning shipping. As the shipper, she would be responsible for shipping damages or lost packages. Our return center is in Texas so the order would not have to come back to Tennessee. Shipping cost would be less than shipping back from California to Tennessee. A return authorization number was provided in our email to her on 7/12/22 so that proper credit could be given. On July 19th a reply was sent to the customer that we would accept both the machine and iron as she requested, but she would still be responsible for packing and shipping as she has passed *** 30 day posted return period. OR she could take the machine to Downey CA Authorized Warranty Center for service and she was provided with instructions on how to proceed for a warranty repair. In reply to her statement that her credit card was not charged by ******.com, it was in fact purchased and charged from our ******.com site under SVP Sewing Brands. Her order was shipped from our corporate facilities in Tennessee. ****** is one part of SVP Sewing Brands as we are a worldwide corporation formed by the sewing companies of ******, ****** and *****. We have provided several options and exceptions to resolve the consumer's complaint; however all attempts have been rejected by the consumer.

*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. ↩