Quintessential Quilts

Thank you for forwarding me a copy of Quintessential Quilts
November 8, reply to my October 10, complaint.I disagree with many of the business’ statements.I purchased a “reconditioned” sewing machine that had a warranty
issue; intermittently the machine would not stop stitching when one stopped
pressing on the foot pedal! The foot
pedal activates the up and down action of the needleThe machine is dangerous
for intermittently it doesn’t turn off upon releasing the foot pedal. I have determined that the machine typically
doesn’t stop stitching after I release the foot pedal when sewing a yard or
twoI notified the business of this issue along with other minor
issues that the machine had; minor issues that one would not have anticipated if
the sewing machine had truly been “reconditioned”; i.eneedle threader did not
work and machine could not stitch a straight line. I purchased a number of items from this store
in an effort to resolve minor issuesIn addition I spent $on the suggestion
from *** *** that this may solve the problem.
I have never been able to resolve the major issue of the run on of this
machine.I tried to work with the business. I notified the business when individual flaws
were identified. I did not decide to
purchase a new machine because I liked the existing one I see no reason that the store was not able to
reproduce the problem which manifested itself in my home so quickly; however my
concern is not about their inability to exactly reproduce my problem. My problem is with their handling of the
situation. After many attempts to get this resolved I suggested
upgrading to a new machineThey offered to do this immediately for $I
agreed. They notified me that they did
not have the machine in stock and I left feeling that there was some hope for a
solution.After some thought I decided that I did not trust this
business and had no reason to believe that they would stand behind the warranty
on the new machine considering the way they worked with me on the used one.Phone conversations after my commitment to buy the new
machine between myself and my son Frank have reinforced my decision to not work
with this company was the correct one. In addition to the fact these items should have been covered
under the seller’s warranty; the fact that it continues to run after releasing
the foot pedal is a serious safety concern.I want a full refund of $2,

File: 64723I have enclosed statements from my manager
*** *** and also my service technician, both were involved in this case file
Receipts for the used machine and supplies that Geraldine purchased over time
are also attached.The used Pfaff
was purchased 2/25/for $1,plus $
tax = $1,This was a
used machine, as she was explained, but we did provide a year warranty to
this used machineOur used machines, when taken in, are completely gone over
by my service technician, cleaned, tuned and calibratedThe used machines go
out on the floor and on our web site for sale in.In April and June, Geraldine came into the
Quintessential Quilts-Madison and made purchases for additional supplies for
this used machine, and indicated to *** *** (my manager) how much she loved
the machine and was getting a lot of sewing completed.On 7/16/she came into store and wanted
us to look at machine, standard policy is to write a service repair che
form out, which I attached a copy (2nd page has notes hand written
by service tech).Complaints
were-needle threader not working, foot pedal sometimes runs on, but not lately,
does not seem to run rigbe checked by staff, not sure if cone thread was
used.....Staff (Donna) tested, got needle threader to work while Geraldine was
present, see notes on repair form attached.On 8/8/the foot pedal on machine was
exchanged for new because of complaint of sometimes runs on.On 8/29/customer came into speak with
*** ***, and wanted to purchase a new PFAFF Expression and trade her used
machine in, which is now months oldWe gave her the full price of $1,
she paid in trade & applied to new machine and she paid an additional
$plus in tax$527.50, she was in agreement and ordered
and paid for the new machine from Quintessential QuiltsIt was also agreed by
both Geraldine and Quintessential Quilts that she could continue to use her
used machine until her new machine arrived, we would call her, and when the new
machine arrives we will exchange the book and accessory tray from her used
machine to the new machine, she had made notes in her book and purchased
additional feet for her machine in her accessory tray.When her new machine arrived at Quintessential Quilts, she was called and
indicated she would be in to pick up the new and leave her used she had traded
inShe did come in, but not until 10/4/with her used and at that time
indicated she changed her mind and did not was the new machine and wanted to
return her used machine for a full refundThis is where I (Linda) came into
the story.I spoke with her at the Madison store,
explaining that she did use the machine for over months, purchased additional
supplies for the machine, and liked it so much she ordered and paid for a new
machineYes, all sales are final, as indicated on each receipt she received
and she must have loved the machine because she came in several times to buy
additional suppliesI offered to her, if she did not want the new machine I
would give her a store credit for the money she paid ($527.50) that she could
use for future purchases and keep the used machine, there was still a warranty
on the used machine, if she had any further problems we would assist, customers
also get lessons for a life time when they purchase from Quintessential Quilts,
she needed to go home and think on it and would get back to us.I didn't hear from her so I called her,
she proceeded to hang up on me at least different times, I wanted to resolve
this matter.This now brings
in her son, Frank ShelmerHe contact me by telephone, not knowing the complete
story, just demanding a full refund, I explained after months, she used the
machine, loved the machine, any problems were solved and she ordered and paid
for a new machine, she must have been happyHe wanted to contact my PFAFF
regional manager, I cooperated and gave her his # to call, which she did, he
requested a letter from the previous owner that there were no problems with the
machine- Ihave attached the
letter from the previous owner-she had no issues with this machineThere were
no recalls on this machine, or any service records on the machine, which
indicates there were no problems with this usedI contacted the son with the
information he requested, he was busy and would call me banever called
back- I contacted him again weeks later- he said he didn't want to talk to me
and hung up.So....Quintessential Quilts has done
everything and then some to make this customer happy- exchanged the foot pedal
for new (even though we could not duplicate the problem)- she must have been
happy because she wanted a brand new machine, ordered and paid- letter from
previous owner saying no problems, she used this machine for months.In looking at the
original complaint you sent, we did not provide poor service, copies attached
will show the amount of time we put into machineThe machine was not defective
when sold, in a customers home is another story, but we did give a year
warranty on this machineShe kept her used machine until her new machine
arrived so she could continue to sI tried to explained, she can keep the
used machine she purchased in February and sewed on up until October and I
would apply a store credit to her account for $that she paid towards a
new machine, we will void the purchase of a new machine, she would need to pick
up the used machine at Quintessetial Quilts-Madison...orshe could pick
up the new machine at Quintessential QuiltsMadison, which she already paid for,
leaving her used machine she traded in

Business stands firm with their offer of a brand new machine, with a store credit of $527. This is the final offer.