Pickle Pie Designs

I purchased the Pickle Pie Designs Bella Bow Crossbody Bags. The file format for my embroidery machine PES is not working on two of the designs.In May 2016, I purchased the Pickle Pie Designs Bella Bow Crossbody Bags from a local retailer called [redacted] & [redacted] On May 27, 2016, I sent an online inquiry to Pickle Pie Designs via their website to inform the company that I was having a problem with two of the four designs on the CD. I advised Pickle Pie Designs that I was able to stitch/embroider the medium bag. When I tried to load the large bag design, I received an error message. I also wrote in my online inquiry that when I tried to load the extra-large design, the only thing that appears in the embroidery field is a single vertical line and no other features. I included in my correspondence that my machine is the Babylock Destiny Embroidery Machine and that it embroiders using the PES file format. On 06/03/2016, I contacted Pickle Pie Designs again via their website and I re-stated that I was having a problem with the large and extra-large PES files not working. After submitting my information the first time on 05/27/2016, I received a message that my inquiry was submitted and would be responded to as soon as possible. A week passed and no one from the company responded or contacted me about this problem. I concluded my online request by stating that it would be greatly appreciated if someone would get back to me soon with a resolution. On 06/03/2016, I finally received an email from [redacted] stating the following: Hi [redacted], Thank you for reaching out to us to let us know about the issue you had with the Bella Bow Crossbody Bags CD. I'm so sorry you're having trouble and that I couldn't send you a reply earlier (I was travelling). I can send you a replacement CD if you'd like or I'd be happy to send you the digital files by email - please let me know which you'd prefer. If you'd like a CD, please include your mailing address in your reply. I'd like to also send you a free design to make up for your inconvenience. I can email that or, if you'd like a replacement CD for the Bella Bow bag, I can send the free design on CD. I look forward to hearing back from you and resolving this issue for you. Warm Regards, [redacted], Owner & Designer Pickle Pie Designs. 06/06/2016, I replied to Ms. [redacted]'s email: Hi [redacted], I'll accept a replacement CD. My address is [redacted] XXXXX. I have attached two pictures so that you can see the error message for the large file and the vertical line for the extra-large file. A follow-up email was sent on 06/17/2016: Hi [redacted], Just following up to let you know that I am still interested in receiving the replacement CD. Thanks and have a nice weekend! 6/25/2016, an additional follow-up email was sent to Ms. [redacted]: Hi [redacted],I first contacted your company on May 27, 2016, and provided information in regards to the problem that I was experiencing with the Bella Bow CD. As of today, I have waited patiently for four weeks and have not received a resolution to my problem with the Bella Bow CD. In your email dated June 6, 2016, you stated that you would mail a replacement CD. I have not received that.I took the time to contact your company when I had an issue with the PES files for the large and extra large designs. I went to the store where I purchased the CD and they would not issue a refund and told me to contact Pickle Pie directly.I feel that the customer service is lacking, my problem is not being addressed in a timely fashion, and that I am being ignored. I have made weekly follow-up emails and communication regarding this matter. Under the Consumer Protection Lemon Law I as a consumer, have rights in regards to products purchased that are defective.It would greatly be appreciated if you would take a moment to figure out how to resolve this issue with the file and respond to me at your earliest convenience.Desired SettlementThe Pickle Pie Designs Bella Bow Crossbody Bags CD that I purchased from [redacted] & [redacted] is not working properly. I am unable to stitch/embroider the large and extra large file designs in the PES format. The store owner of Upland Vac & Sew said that they do not issue refunds and she referred me to deal directly with Pickle Pie Designs. I feel that I did my due diligence in notifying Pickle Pie Designs that the CD I had purchased was not working correctly. I have waited patiently for over a month and I have not been provided a satisfactory resolution. I would like a refund of $10.00 which is half of the $20.00 that I paid for the CD. Since only two of the four designs are working, I feel that a $10.00 refund is appropriate.Business Response We are dismayed that this customer had issues with the files on the CD she purchased from her local store. Unfortunately, there was a software incompatibility issue between our file conversion software and the machine she owns, which made the PES files unreadable. We wanted to be sure the PES file issues were resolved before we sent a replacement CD to the customer. This process took a while and I regret that we did not keep the customer informed along the way. We purchased the same machine she owns in order to work out the issues, and upon reading the user manual, we found that the machine also accepts DST files, which were including on the original CD, and which she was able to use in place of the PES files.We sent a replacement CD to the customer which has usable PES files as well as DST files, and, to make up for her inconvenience, we included an extra design CD. We also sent a check to the customer for the full $20 that she paid to her local store for the CD.Consumer Response The issue has been resolved. The company responded and corrected the problem. I am satisfied with the resolution. Final Consumer Response