ComplaintsforS & R Sewing and Vacuum Center

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: November 2023. I took my embroidery machine to be fixed by ***** Sewing and Vacuum. I started in June trying to get it fixed. I took it back multiple times, traveling app. 30 miles each time. It was never fixed. So I purchased a "refurbished" embroidery machine from them financed through *************** I took the machine home and was unable to use it. I called ahead and asked for help with it. She told me I could bring it up there. I did. I received no more than 30 minutes of help while person was waiting on other customers at the same time. I felt I was being rushed out, so I took it back home and tried to use it again. I could not. I have a witness to the "30" minutes of help time. Finally I became frustrated and called her back and told her I was returning it, which I did. She told me THEN it was nonrefundable. I left it there and told her I had paid ***** on it already and they could keep that, but I did not think I should have to pay for the rest of it. I filed a complaint with the ************************ They wrote back and said the company had given me 3-4 hours of training on it, which was a lie.(I have a witness) They said they had videos of this training, but they have yet to supply these videos to anyone that I know of. They also said I showed up unannounced for the training, which was also a lie. All I have asked for is for them to ship the machine backj to me, because I have already spent so much money and time with them and since they would not give me a refund. As yet I have received no machine back, and I am stuck with paying for a machine I do not have. I must say she did tell me it was nonrefundable before I took it back up there, but I took it anyway. I will not lie. However, I feel that the amount of time an money I spent on this company at least deserves for the machine to be shipped back to me. Everytime I tried to call about my old machine I was trying to have fixed, I got a run around. So and so was always not there that day. I do charity work and a disabled son. They are not the only ones with a busy life.

  Business response

  03/28/2024

  ***********************
  S&R Sewing &Vacuum Center, Inc.
  **************************************************************************************
  ************
  Complaint filed by ***************************
  The complaint is false
  Comments, Invoices, and pictures
  *****************: I took my embroidery machine to be fixed by them. I worked with them for 6 months and had to take it back 3 times. I paid ****** for them to fix it. It never was fixed right.
  S&R Sewing: ***** brought her Janome MC300E in to be serviced July 12, 2023. She picked it up from our store on August 25, 2023 (which is about a 6 week turn around). She did bring it back on September 7, 2023 stating it still had an issue.  (SEE COPY OF CLAIM CHECK)
  ***** states:  So I finally decided to purchase a refurbished machine from them making payments of ***** a month for 12 months.The whole cost was approximately $1,000. ******. I took it home and made one payment of $*****, but I was never able to use it. I called them back and told them I was having problems with it. They said to bring it back and they would help me with it. I had to drive 30 miles each time I went up there. She went over it for about 30 minutes while waiting on other customers. I felt she didn't really want to help me, and I was in the way. So I took it back home and tried to use it again. I was not able to do so.
  S&R Sewing: The total cost of her Brother 1500D Sewing & Embroidery Machine with tax (the amount financed was $1645.85) We are more than willing to help our customers with issues on their machines they purchase from S&R Sewingeither location. However, when someone shows up unannounced and the clerk is at the business alone, the clerk does have to help other customers.Sometimes it is stressful.
  When ***** called to tell me she wanted a refund, she stated that she had purchased another machine from another dealer and wanted a refund on the machine she purchased from S&R Sewing to complete a project for her daughter. She was told,after all this time, there were no refunds.
  ***** States: I finally took it back and told them I wanted to return it. She (S&R)said it was nonrefundable. I left it with them anyway. I told them they could keep the *****, but I didn't think I should have to pay for the rest. It was financed through *************** I filed a claim with ************** and was denied. I told them if they would return the machine, I would pay for the rest of it. They have already resold it and got their money.
  S&R Sewing: We have not sold the machine, that would be unethical. We are waiting on her to pick up her machine. Yes, she did file a complaint with ************** and after seeing and hearing the details did rule in S&Rs favor and refused to give her a refund.
  ***** States: Now ************** wants me to pay for it again. It seems someone is getting paid twice for one embroidery machine, and I do not have it.
  S&R Sewing: She is free to pick up her machine any time that she paid for through ************** financing.
  ***** States: She stated that they had to sell it at a reduced price since I had already used it. It was used before I got it. I was unable to use it. I told ************** if they could show me how much they got for it, I would be willing to pay the difference, but they say I owe the whole amount.
  S&R Sewing: She is free to pick up her machine that she paid for through ************** financing any time.
  *****************: The clerk at the store insists they gave me 4-5 hours of training on it. This is a lie. I have a witness that can state that there was barely 30 minutes of help on it. She also said it was clear I took the machine home to complete a project and then returned it.
  S&R Sewing: We spent a great deal of time (hours) trying to teach ***** how to use her machine. At some point the customer must take ownership learning how to use the Brother 1500D Sewing & Embroidery Machine that she purchased, sit down and either read a manual, turn on a ******* Video or book a block of time for a one-on-one training session.
  ***** States: This is not true. I can also produce a witness that will tell you I had to pay $35.00 to them to complete my project for me, since I had no machine that was usable. I knew my project needed to be completed in November, so I started early in June to try to get my old machine fixed. As I said, I had to take it back 3 times. Each time it took a very long time to get it back and was always told someone wasn't there on that day etc. etc.
  S&R Sewing: Supplied tickets show the time frame that it took on her original machine. Sometimes when we are dealing with older machines parts are harder to locate,which takes time and customers dont always understand.
  *****************: Finally after 6 months I purchased the refurbished machine that I could not use. After all of this I was very frustrated with them. I do not think one machine should be paid for twice. Someone is getting paid twice. I thank you very much for your time and hope to hear from you soon on this matter.
  ************************;******************* pho #************
  
  S&R Sewing: Supplied documents show the time we had her old machine and the time she purchased the used Brother 1500D Sewing & Embroidery Machine (see attached receipt). They also show the proof that her machine has not been sold and is still waiting on her to come pick it up.
  
  At this point I am willing to give her 30 Days to come pick up her Brother 1500D Sewing &Embroidery Machine or I will consider it an abandoned machine and take the necessary steps to move it out of my way. I have given her more than ample time to come and pick up her machine from my S&R Sewing & Vacuum Center, *********************************************************** location. Just because she purchased another machine from another dealer should not make it right for her to use the machine she purchased from me to complete her project, return it and expect me to lose not only my time invested in the sale and training but the service that was invested to ready the machine for sale.
  
  She filed through the Alabama State ************************* after ******************* reviewed her case and told her that she was obligated to pay for the machine and they have been trying to reason with her. But she has not replied as of today.
  Pictures of the machine sitting in my store waiting for her to pick it up are shown in the attachments.

  *********************** /owner  3/28/2024

  Customer response

  04/01/2024

   
  Complaint: 21488692
  
  I am rejecting this response because:  The complaint is not false.  I contacted **** and he said he was going to bring the machine to me today.  As of now at 1:50 p.m. central standard time, I have received no embroidery machine.  
  
  **************************************************

  Customer response

  04/01/2024

  As of 3:45 P.M I still have no embroidery machine.  I am not surprised.  This is not the first time they have lied.  I had other things to do today, but I put them off, expecting someone to show up with the machine.  How naive can I be.  They think they are the only ones who have things to do and do not follow through with what they have said.

  Customer response

  04/02/2024

  **** has agreed to return my machine to me.  I just thought it would be Monday.  He seems like a nice man, and if I get my embroidery machine back, I will be completely satisfied.  He said he would bring it back, and at this point I believe him.  Possibly I have jumped the gun on my last review.  ***************************

  Customer response

  04/02/2024

  ****, the owner of the store delivered my embroidery machine to me.  He was very nice.  I am totally satisfied with the results.  ***************************

  Business response

  04/03/2024

  On April 2, 2024, the day of the severe weather event, I took ******************************* Brother sewing & embroidery machine to her home in Cullman County. ********************** indicated to The ******* ************************** where she had also opened the complaint that she would be agreeable to closing the case if I took her machine to her. It was delivered to her home in rural Cullman County, ******* and she seemed pleased with that as resolution. Please let me know if there is anything further that I need to do? Thank you,

  ***********************/ Owner S&R Sewing

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

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