Santa Maria Sewing Superstore, Inc.

The respective customer has NOT brought paperwork in to justify a refund - she has only come in & told us the same story as she has above To this point we have suggested that she bring in the documentation, because we do NOT show any such transaction in our POS System.That being said,
it's just not worth the effort to continue this issue any further, so on Monday 8th of August 2016, I will have our bookkeeper issue a $refund check & send it to above customer, so this unjustified complaint can just go away.M*** ***Santa Maria Sewing Superstore, Inc

The respective customer has NOT brought paperwork in to justify a refund - she has only come in & told us the same story as she has above To this point we have suggested that she bring in the documentation, because we do NOT show any such transaction in our POS
System.That being said, it's just not worth the effort to continue this issue any further, so on Monday 8th of August 2016, I will have our bookkeeper issue a $refund check & send it to above customer, so this unjustified complaint can just go awayM*** ***
Santa Maria Sewing Superstore, Inc

A call was made to the company today regarding the rebuttal of customer Janice was explaining the situation and that the part was being shipped over and it was out of their hands until the part arrivedwhich they had believed it would be mid March She told me that they had sent the
machine to Tennessee to be repaired because once the shipment of parts came in they would repair all the machines waiting in Tennessee before they would send out parts to folks like them She then put me on hold and went to speak to her boss, he told her that the machine had come in on Monday and that he had called and spoke to the consumer that the machine was there and was fixed and awaiting there picking it up She said that her boss felt so bad that the customer had to be without their machine for months and so he soaked up the charges he received from the company in Tennessee, which were parts, labor and shipment back to him He picked up that cost So the customer is suppose to pick up the machine tomorrow, 2-19-

Complaint: 10311273
I am rejecting this response because:
Regards,
[redacted]

We responded to Patricia via a phone call. and we delivered a BRAND NEW Pfaff Creative 1.5 to her here in our store on 29 April 2016.  She is most happy with our response.

Review: July 16, 2014: Original drop off for sewing machine repair to address broken bobbin.July 24, 2014: Sewing machine repaired and returned. $226.44Assumed machine was repaired and used machine a few weeks later, tension on sewing machine was off at first use since repair. Sept 1, 2014: Returned sewing machine to sister store in Pismo Beach, also owned by [redacted]. Mother was told repair would be covered under warranty.My mother called after 1 mo to get a repair update and was told owner was on vacation, death in family, at trade show, he's not here, he's with a customer, no return phone call from owner. All staff told her they did not know the status of the repair and they will call when it is complete.I began calling for my mother on Oct 31st to request a repair update and had to be very persistent to learn that the motherboard needed replacement and the part was on backorder. The owner and his wife, per other staff, reported they would look into the status of the part shipment and never did follow up with my mother or me. I called and after several attempts, finally spoke to the owner [redacted] on Thursday Nov 6th and he said it was on back order and would follow up with my mother at the latest on Nov 10th. No phone call was received. I called again Nov 12 and13th and was passed around and avoided two more times. Nov 14, 2014 called for last time, asked to speak with owner, he instructed his staff to say that the lady (Janet) who orders parts wasn't there that day and could not provide an update. I had called the night before, spoke to Janet, and she said she did not know the status. I told the lady that this was the last contact I would make, I am open for phone calls and would be reporting the issue to Revdex.com on Monday Nov 17, 2014. [redacted], the owner, called me for the 1st time ever on Nov 17 at 3:30 pm and left a message to say he had an update. I am done with my attempts and need assistance.Nov 17, 2014: Request for assistance from Revdex.comDesired Settlement: I am writing on behalf of my mother who is being taking advantage of because [redacted] does not know how to handle this situation.[redacted] could send the machine to the manufacturer for repair and provide us with the tracking information to follow up or he could replace the machine with one of equivalent quality and functionality. At minimum, he could provide my mother with updates and a loaner machine of equivalent quality and functionality. We are open to other proposed resolutions.

Business

Response:

A call was made to the company today regarding the rebuttal of customer. Janice was explaining the situation and that the part was being shipped over and it was out of their hands until the part arrived. which they had believed it would be mid March. She told me that they had sent the machine to Tennessee to be repaired because once the shipment of parts came in they would repair all the machines waiting in Tennessee before they would send out parts to folks like them. She then put me on hold and went to speak to her boss, he told her that the machine had come in on Monday and that he had called and spoke to the consumer that the machine was there and was fixed and awaiting there picking it up. She said that her boss felt so bad that the customer had to be without their machine for 6 months and so he soaked up the charges he received from the company in Tennessee, which were parts, labor and shipment back to him. He picked up that cost. So the customer is suppose to pick up the machine tomorrow, 2-19-2015.

Consumer

Response:

Review: 10311273

I am rejecting this response because:

Regards,