Complaints

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The sewing machine and embroidery machine which was purchased in the Summer of 2019. I paid at total of $2,000.00 for the machine. I have had several problem with the machine which I had to return the machine to the store about 3 to 4 times in the past three years. The embroidery part of the machine continues to malfunction. I picked my sewing machine and embroidery machine again on January 3, 2023 after repairs again. The machine is still under warranty and their repairs have has not been successful. i do have a warranty on the machine. The business is committed to providing me with a functional sew and embroidery machine. If the machine malfunctions it is part of the warranty for them to repair it so it is functional. I want my machine repair or replace. This machine has been in the shop more then I have used it. I purchased this machine for my business and I am loosing money. Yes, the business has been trying to repair the machine. However, they can not repair the machine for my use. I paid to much money for a machine to continue to sit at their shop for unsuccessful repairs. The sewing/embroidery machine should be returned to the manufacturer and I should be given a full refund.

  Business response

  01/31/2023

  We apologize for being late but we just received this today Jan 30,2023.

  
  

  The customer is requesting a refund for a ******** 79 he purchased in 2019

  
  

  This machine is designed for home use and is not for business use.  Professional embroidery shops typically use an industrial machine with 10 needles.  This is a small single needle domestic machine. 

  
  

  It should be brought in once a year for preventative maintenance.  It is almost a four year year old machine so the fact that it was brought in several times is to be expected.

  
  

  To date the customer has not paid a ***** for any parts or labor. This service we have provided is over and beyond the stated warranty. The parts that have been replaced are due to excessive wear because of the way he is trying to use the machine.  

  We have spent countless hours with him on the phone to resolve his issues and to provide education.  It is difficult for him to find transportation to come to the store with his machine.  This makes it very difficult to diagnose the problem and educate him on how to rectify it.

  
  

  He has over used the machine to the point that the sensor for the hoops is not working.  We told him we needed the hoops, the embroidery unit and the machine to test the machine and to date he has not brought them all in.  

  
  

  We have been in business for 50 years.  We do not take this concern from the customer lightly.  We have been repairing and servicing machines for 50 years.  ************** has gone through all the training provided by *******.  He takes pride in his work and is sure that machines are in perfect shape when they leave the store.  

  
  

  Please see the stated warranty from Bernina below

  
  

  If you have any further questions or concerns please let us know

  
  

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

  Owner of Sew Much More LLC

*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. ↩