ComplaintsforPremier Stitching

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 26 2024, I purchased a ******** B70 deco embroidery machine. Bed Bath and Beyond displayed 2 of the same items at different prices. I ordered the lower priced item. The market place vendor, (Premier Stiching)which they use or allowed to use there site called me on Monday February 27 saying that they were not honoring the price and that I would have to pay the higher price for the item.

  

  Business response

  02/29/2024

  Unfortunately there was a pricing error on Bed Bath and Beyond and there are no manufacturers promotions going on at this time which allow the item to be priced so low. We contacted the customer right away regarding this unfortunate incident and processed their refund as well to make sure that they were able to get their money back as soon as possible.

  Customer response

  02/29/2024

  Complaint: 21362896
  
  I am rejecting this response because:

  We talked twice on Monday and plus I sent an email about the item listed on the site. You had an opportunity then to correct it. Now you are requiring me to purchase the higher item when clearly they both are the same. A refund has not been processed as of 223pm, 2/29/2024. 
  
  Regards,
  
  *************************

  

  Business response

  03/01/2024

  Our apologies but it seems that there was some miscommunication when you were emailing with our sales staff. Our website had the correct pricing but the pricing error was on Bed Bath and Beyond. We initiated the refund through Bed Bath and Beyond right away as said previously, and fixed the pricing issue as soon as it was spotted.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a computerized sewing machine on 10/25/23. Once I received the sewing machine I proceeded to set it up discovering that the walking foot was not in the package as well as the machine is defective. I called premiere stitching informing them of the machine condition forgetting to mention the missing walking foot, I also inquired about the policy to return, she stated a full refund will be issued if machine is defective. I received partial refund today I called inquiring of why I did not receive full refund. She read off a list of missing items including walking foot which I did not receive. the dust cover, one bobbin and pack of open needles I did not return, it was an oversight on my part. I told her I would return those items she stated refund has already been processed. total paid $1,149.00 refund amount $879.63 paid through Affirm.com

  

  Business response

  12/21/2023

  Machine was not defective. Customer was not threading ********************** according to instructional manual. Mis-threading caused thread to bunch on bottom fabric at which point customer engaged thread cutter causing cutter to hang in looped threads. Fabric and thread apparently was forcibly pulled loose causing damage to thread cutter. No deduction was made from refund for repair needed due to mis-use. Only missing accessories were deducted. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recieved an embroidery machine that I purchased from this seller. Contacted the seller and informed them of the skipping stitched, noise and thread breaking. They requested numerous videos and pictures which were sent. Ultimately the company requested that I send the machine back. Sent the machine and it was received on 12/12/22 at 3:45pm. Contacted the company the next day and they stated they would "look at it" that same day or the next. The next day in the afternoon I called the company again and the initial person I spoke with told me it would "be a few days". I then requested to speak to a manager because of the lack of communication I was receiving and the fact that I was requesting my full refund. The manager stated that they would "look at it" and I stated that at this time I wanted a full refund or I would need to file a claim with my credit card company. The manager (****) then started to raise his voice and would not let me speak and the manager (****) then hung up the phone. I called back to attempt to resolve the situation and, again, **** would not let me speak, called me an "ass" to which I replied with cussing him out and ended the call. I have not received the full refund and have had to refer it to my Credit Card company since SewVacDirect refuses to speak to me (per what **** stated). What I am requesting they modify of an adversative claim is where hey state on their website (**********************************************) "We appreciate you, the customer, and we always treat our customers with the greatest consideration and courtesy. We'll do our best to remedy any problem you might have with a purchase. We are old fashioned; we believe we have an obligation to you if you purchase from us." This was not a statement that was followed through on.

  

  Business response

  01/05/2023

  Complainant initially spoke to customer service, was loud and told them to "shut up" and demanding to speak to a manager. I spoke with complainant, was yelled at relentlessly for several minutes before being given a chance to speak. I assured him that the machine would be looked at within the next two hours and he said that was not satisfactory. Complainant then said he would file a fraud claim with his credit card company. I told him I could not process a refund if he was filing a fraud claim. Complainant proceeded to yell and curse and threaten to leave bad reviews all over the internet. After several minutes of being cursed at I terminated the phone call. 

  Customer response

  01/05/2023

  Complaint: 18596409
  
  I am rejecting this response because of the following: 

  - Response states, "Complainant initially spoke to customer service, was loud and told them to "shut up" and demanding to speak to a manager." Never told anyone to "shut up", this is an outright lie.  I have been honest with my complaint and would hope for the same from this company.

  - "I spoke with complainant, was yelled at relentlessly for several minutes before being given a chance to speak." I did not yell in our initial conversation, I simply requested a refund for a broken machine, it was when the manager "****" failed to allow me to speak that I felt obligated to speak louder.

  - "I assured him that the machine would be looked at within the next two hours and he said that was not satisfactory." That is correct, since the company had already had the returned machine for approximately 3 days and I was being told different things by the customer service rep I had originally spoken with.  

  - "Complainant then said he would file a fraud claim with his credit card company. I told him I could not process a refund if he was filing a fraud claim." Yes, I did state that I would have to file a fraud claim if SewVacDirect did not process a full refund (which is my right as a customer). Once I stated that the manager "****" began to shout and he terminated the call.  

   

  - "Complainant proceeded to yell and curse and threaten to leave bad reviews all over the internet. After several minutes of being cursed at I terminated the phone call." I called back after being hung-up on and spoke with the manager "****" once again, he would not let me speak and called me an "Ass" at which point I did begin to curse back and did state that I would leave bad reviews (which, again, is my right as a customer). I disconnected the call.

  I am again, requesting a full refund (which I did place a claim into my credit card company since SewVacDirect stated they would no longer speak with me) and expect the company to remove on their "About us" page the lines that read:

  "We appreciate you, the customer, and we always treat our customers with the greatest consideration and courtesy." - It is clear from my interaction that this is a false statement

  AND 
  
  "We are old fashioned; we believe we have an obligation to you if you purchase from us." - From my experience they did not feel they had any obligation to this customer. 

  
  Regards,

  
  ******************************************

  

  Business response

  01/06/2023

  Once a "fraud" claim has been made will not process a refund. That results in a double refund for the customer and is time consuming to recover the second amount of funds credited. Complainant clearly said he was filing a "fraud" claim with his credit card company because I could not issue a credit immediately. Once a fraud claim is in process it typically must run its course. The complainant typically sees their funds returned within 24 hours while the credit card company investigates the claim. If complainant filed a "fraud" claim then he has already received a credit back to his card. I refute the rest of complainants statements and no pages from our website be removed or modified. 

  Customer response

  01/06/2023

  Complaint: 18596409
  
  I am rejecting this response because:

  "Once a "fraud" claim has been made will not process a refund. That results in a double refund for the customer and is time consuming to recover the second amount of funds credited. Complainant clearly said he was filing a "fraud" claim with his credit card company because I could not issue a credit immediately."

  I never definitively said I was filing a fraud claim, again, I stated "I would have to". If I was filing a fraud claim I would not have bothered engaging with the manger and would have simply reached out to my credit card company, so once again the company is making false statements. 

  "Once a fraud claim is in process it typically must run its course. The complainant typically sees their funds returned within 24 hours while the credit card company investigates the claim. If complainant filed a "fraud" claim then he has already received a credit back to his card."

  That is fine, I understand that at this point, it should be noted that the manager "****" refused to communicate with me and was the individual who disconnected the call (prior to him or I making any profane statements). 

  "I refute the rest of complainants statements and no pages from our website be removed or modified."

  I guess we are at an impasse since I feel you are making false statements on your website after the poor treatment I received as a customer.  Please state clearly what you refute and the reasoning. Also please explain why you would falsely state that I told a customer service employee to "shut up". I fully admit that I used profanities after you called me an "Ass" so if I did tell a customer service rep to "shut up" I would freely admit that. 
  
  Regards,
  
  ******************************************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A Juki 2010q was purchased October 2020 from Sew Vac Direct in *****, **. The machine was used for a little over a month before the machine stopped working. We spoke to a technician, sent in the machine (free of charge) and they fixed the machine. Then around March 2021, the machine started to act up again. The thread cutter stopped working on another issue. I sent it in, and they fixed it. When I received the machine back, it was skipping stitches. In between that time and the next, I used a different machine I had so I wouldnt have to bother with it. So I sent the machine back in July about the machine skipping stitches. We paid shipping both ways. The machine came back to us still skipping stitches. The technician couldnt replicate the issue. We didnt use the machine again until trying to test out all options the technician on the phone insisted. It didnt work. We sent the machine back yet again at the end of October (us paying) because the technician identified the issue as a timing one. We received the machine back the following week still skipping stitches. We called that same day, so the technician had us open up the machine and the timing was never adjusted. The technician talked us through fixing the timing ourselves (although we shouldnt because warranty). So we adjusted the timing and surprise, its still skipping stitches. We tried escalating the issue because its obviously not a timing issue if I cant even sew a line of stitches on a mask on a semi-industrial machine!! The technician claimed they cant refund us for the machine or replace it. I dont want to ship it to them to fix again because not only will it not be fixed, we will be out of money again because they apparently cant replicate the issue!! Were out $1,000 because of the inefficiency of the company and technicians.

  

  Business response

  11/08/2021

  We repaired the customers machine under warranty multiple times over the past year and retimed it as a courtesy, as timing is not covered under warranty. When we had the machine here our technician was unable to replicate the issues of skipped stitches. Skipped stitches can be due to a multitude of things such as a dull needle, incorrect threading of the machine,tension, or pulling on the fabric. Before the machine was returned to the customer our technician tested the ********************** extensively and it was in time and not skipping stitches when it left. When the machine was returned to the customer on 11/4 they spoke with our technician and told him that they were not having any skipped stitches, that the machine was in good working order. If the customer would like to pay for the ********************** to be retimed, we are more than willing to do that but that is not something that is covered under warranty. Seeing as this is a semi-industrial machine and the customer has knocked it out of time multiple times, they may be using materials that are too much for a home machine to handle and may need to look into industrial machines.

  Customer response

  11/08/2021

  Complaint: 16105946
  
  I am rejecting this response because:
  
  I have an industrial machine, so I understand what materials are to be used or not. On this SEMI industrial machine, I cant even sew a  face mask, which is absurd. It was never mentioned that you comped us this service. When we spoke to the technician he told us that if we got the machine serviced ELSEWHERE then wed have to pay, but through yall we just have to pay for shipping both ways.
  1) The same universal needle was used that the technician used when he worked on it. Brand new. Needles have been changed frequently to test out theory. 
  2) Typical all purpose thread (Aurifil, Coats & *****) is used, so its not inappropriate thread. I have followed the manual when it comes to appropriate weight/type of thread. 
  3) There is no pulling on fabric. 
  4) Threading is done correctly according to the manual.
  
  
  The person who spoke on the phone spoke too soon before I was able to fully attempt to topstitch a mask, which this machine should be able to do. It stitches fine for about 8 stitches, then skips. If this machine cant sew a basic face mask, its useless. The fact that it comes out of time so frequently and within the span of sewing a face mask, you would think the technician would check for underlying causes. Because the timing of the machine should not be off every few stitches. The last time we received the machine, we received it with the timing off. Which leads me to believe nothing was fixed and we paid to ship it for nothing.
  
  
  The first time the machine was sent in was due to a motor issue and the machine not running. Since then, weve had issues. It would turn on, but thats it. With that history, common sense would tell you to look for underlying causes-not user error. The ********************** is a dud and all we ask is a replacement machine. 
  

  Regards
  
   

  

  Business response

  11/09/2021

  When we have had the machine in our technician has done extensive testing to try and replicate your issues and was unable. If he is unable to replicate the issue he is unable to find the cause of the problem.
  The customer can send the ********************** to us again, we will thoroughly test again and regardless of results we will contact the manufacturer to see if they would replace it based on the customers claims.

*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. ↩