Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10866113, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I want a refund from them as they advertise on the internet and on the recorded message when you call. I did everything they said, sent papers they questioned, probably have receipt. The company had to sign for them. That was part of the instructions, and that is what I did. Also, I begged from June until October for this to completely get resolved! Why? I have a child in college and was unable to borrow a penny over this. I pleaded with this company. Finally, I hired lawyers out of Mt. Juliet, TN to resolve this issue, which they have and a QuitClaim deed was done two weeks ago by lawyers in Mt. Juliet. I have repeatedly asked this company I have filed the complaint against for a refund as they guaranteed. And [redacted] refuses to honor his advertised guarantee. I WANT MY REFUND. It is simple.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have submitted several emails asking for a status update as well as a telephone message to this business. Those have gone unanswered. We would like to know where in the process we are. This statement to the Revdex.com is not sufficient correspondence. We would like a detailed email or letter. We will hold off on any further action if we receive the information in a timely manner.
Regards,
[redacted]
We are terribly sorry that this customer is not happy with our products. Per our company policy: Shipping Costs are covered by SewingMachinesPlus.com if
there is any problem with your order or the product is defective, and
you allow us to repair or replace it. If you choose not to repair or...
replace the item it becomes a general return. General returns are
subject to have shipping fees deducted from the refund.The amount refunded to this customer was $102.23 which was the original price $159.00 minus out the shipping charge of $56.77. If the customer does not allow us to repair or replace, per our company policy we do then deduct the shipping charges from the refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I would like a refund. I have not used the machine in 2 months as of 7/28/2014. I voiced to the manager that I did not want the machine, and she insists on sending it stating that I have to accept it and sent it anyway. It is on its way back to sewing machine plus.
The manager is aware of all that I have been through with this machine and trying to have it serviced by them, and the issues that I have been complaining about 2 months after I had the machine. She states that her service guy is old, and cant hear and ofcourse something was wrong with the machine Janome is sending me a new one. I have been dealing with this issue for months, and I feel like I should have been listened to in the 1st place. If they have a new machine, they can sell it because I no longer have a use for it, and everything that I was suppose to work on is now ruined because of they way that they conduct business. I no longer trust anything that they say, and I do not want anything from someone who has made me loose trust in their business.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. 1) Business indicates that customer (myself) received the product. TOTALLY FALSE. I made a payment in FULL in November for a Singer Sewing Machine that included shipping costs to my residence. The promptly took my money and have come up with EVERY excuse from Sewing Machines Plus giving bad tracking numbersConWay Freight Shipping, promises, statements "Never seen this happen", "We can't believe it", etc etc on and on2) I have talked to Conway shipping and $132 approximately is owed by either Singer or Sewing Machines Plus- Why doesn't someone just PAY IT vs this dilemna? 3) Today, Conway said they didn't have the paperwork. It was scheduled for delivery on Dec 31st. STILL DON'T HAVE IT - JUST "TALK" about wanting to fully satisfy the customer. Tell me all about it. Right!!!
Regards,
[redacted]
Hi, this customer wanted to purchase a machine that we were selling as a Factory Serviced model. He placed his order on line on Sunday 9/28 and on Monday 9/29 we contacted him to let him know we had run out of this model. We offered him other models or a non factory serviced one. He declined. Hid...
credit charge was pre authorized, but the funds were released when he determined he did not want any other model. A factory serviced model is sold at a discount, but we had run out of the factory serviced models. When we called to tell him this, he was not happy and decided to cancel his order. At that time we canceled his order and released his funds. The customer did not like the term factory serviced. When he called in he wanted to know exactly what a factory serviced model means. We did explain to him that a factory serviced model could have been used at a show and since the box had already been opened, we are not allowed to sell it as new. But there are many reasons a machine could be labeled factory serviced. We get a discount on these machines from the manufacturer and then forward the savings to the customer. These models do come with a full warranty.
Hi, we are sorry that this customer is not happy with his transaction. He ordered on Sunday, 9/28 and on Monday 9/29 we called him to let him know we did not have anymore Fac[redacted] Serviced machines. The terminology Fac[redacted] Serviced is listed on our website and fac[redacted] serviced machines usually have a...
$25 - $50 savings off the regular price. He placed his order on line and we called him to let him know we had run out of the factory serviced machines. We did have a non factory serviced one available to ship and asked him if he would mind waiting till we get more factory serviced machines in for the lesser price or if he wanted us to send out a non factory serviced machine. The customers credit card fund's were not taken from his card, we only did a pre authorization. The money was released back to him when we determined that we did not have any more factory serviced machines to send to him and that he did not want a non factory serviced machine to be sent. The term factory serviced is used by Sewing Machine companies, it is a generic term used for a machine that either the manufacturer used at a show and then sold to us for a discount, which we then sell to the customer at a discounted price or it could be a return from a customer which is then put through a quality control and then sold to us for a discount.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The "return policy" that was enclosed in the email was not the return policy of the company's website at the time. I have a copy of the return policy at the time and also an email from one of the staff that stating that they were going to change the return policy.
Regards,
[redacted]
Hi [redacted], we have sent [redacted] a label to send the machine into us so we can see what is going on.
We understand she is unhappy and are working to help her.
Until the machine arrives back here, I cannot comment on what the next steps will be.
We are following our company policy.
Defective Merchandise:
If you receive an item that is defective, notify us of the
problem to arrange for a repair, replacement or item exchange.
SewingMachinesPlus.com is responsible for all shipping/return costs
incurred when a product is defective.
We are doing exactly what our company policy says we will do.
I will give you more info once the machine has been checked out by my service department.
This customer did purchase a Janome MB4 from us and she called us stating it was making noises so we paid the shipping for her to send it into us. We had it on the service bench for 2 and 1/2 hours and it did not make any noises. We shipped it back to her and she called in stating it is making the...
same noise. We again have sent her a ups label to send it into us again. The machine is under warranty, but if she brings it to a Janome dealership near her, they will charge her to fix it. We are working with this customer to get her machine working the way she wants it to. The machine should be enroute to us by the end of the week. Once we get it back here, we will give her a call to discuss what we find out.
Sincerely,
[redacted]
Customer Service Representative
This is not a correct statement from sewing machine plus. If you need a copy of phone records those will be provided along with emails. After doing some inquiring, If I walk into their store and picked up the software off the shelf that would be a total different case. In this situation it was totally based on their recommendation along with NO HELP!!!! If you go to their website www.sewingmachineplus.com you will see in BOLD letters 60 Days money back guarantee. Since I made the complaint they made changes to this area.The company might want to re visit their policy. If they cannot offer support/classes to out of state customers They might not want to sell their product to them. Again we are wanting a full refundThank You [redacted]Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It should have been handled differently, I have lost all trust and do no want to be stuck with a undependable machine, or service department. It was a big mistake ordering from this company, and my small business has suffered because of it.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10866113, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I want a refund from them as they advertise on the internet and on the recorded message when you call. I did everything they said, sent papers they questioned, probably have receipt. The company had to sign for them. That was part of the instructions, and that is what I did. Also, I begged from June until October for this to completely get resolved! Why? I have a child in college and was unable to borrow a penny over this. I pleaded with this company. Finally, I hired lawyers out of Mt. Juliet, TN to resolve this issue, which they have and a QuitClaim deed was done two weeks ago by lawyers in Mt. Juliet. I have repeatedly asked this company I have filed the complaint against for a refund as they guaranteed. And [redacted] refuses to honor his advertised guarantee. I WANT MY REFUND. It is simple.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We have submitted several emails asking for a status update as well as a telephone message to this business. Those have gone unanswered. We would like to know where in the process we are. This statement to the Revdex.com is not sufficient correspondence. We would like a detailed email or letter. We will hold off on any further action if we receive the information in a timely manner.
Regards,
[redacted]
We are terribly sorry that this customer is not happy with our products. Per our company policy: Shipping Costs are covered by SewingMachinesPlus.com if
there is any problem with your order or the product is defective, and
you allow us to repair or replace it. If you choose not to repair or...
replace the item it becomes a general return. General returns are
subject to have shipping fees deducted from the refund.The amount refunded to this customer was $102.23 which was the original price $159.00 minus out the shipping charge of $56.77. If the customer does not allow us to repair or replace, per our company policy we do then deduct the shipping charges from the refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I would like a refund. I have not used the machine in 2 months as of 7/28/2014. I voiced to the manager that I did not want the machine, and she insists on sending it stating that I have to accept it and sent it anyway. It is on its way back to sewing machine plus.
The manager is aware of all that I have been through with this machine and trying to have it serviced by them, and the issues that I have been complaining about 2 months after I had the machine. She states that her service guy is old, and cant hear and ofcourse something was wrong with the machine Janome is sending me a new one. I have been dealing with this issue for months, and I feel like I should have been listened to in the 1st place. If they have a new machine, they can sell it because I no longer have a use for it, and everything that I was suppose to work on is now ruined because of they way that they conduct business. I no longer trust anything that they say, and I do not want anything from someone who has made me loose trust in their business.
Regards,
[redacted]
Hello [redacted]. Just wanted to let you know that sewingmachineplus.com did issue me a refund for most of the money. Thank You So much for your help.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. 1) Business indicates that customer (myself) received the product. TOTALLY FALSE. I made a payment in FULL in November for a Singer Sewing Machine that included shipping costs to my residence. The promptly took my money and have come up with EVERY excuse from Sewing Machines Plus giving bad tracking numbersConWay Freight Shipping, promises, statements "Never seen this happen", "We can't believe it", etc etc on and on2) I have talked to Conway shipping and $132 approximately is owed by either Singer or Sewing Machines Plus- Why doesn't someone just PAY IT vs this dilemna? 3) Today, Conway said they didn't have the paperwork. It was scheduled for delivery on Dec 31st. STILL DON'T HAVE IT - JUST "TALK" about wanting to fully satisfy the customer. Tell me all about it. Right!!!
Regards,
[redacted]
Hi, this customer wanted to purchase a machine that we were selling as a Factory Serviced model. He placed his order on line on Sunday 9/28 and on Monday 9/29 we contacted him to let him know we had run out of this model. We offered him other models or a non factory serviced one. He declined. Hid...
credit charge was pre authorized, but the funds were released when he determined he did not want any other model. A factory serviced model is sold at a discount, but we had run out of the factory serviced models. When we called to tell him this, he was not happy and decided to cancel his order. At that time we canceled his order and released his funds. The customer did not like the term factory serviced. When he called in he wanted to know exactly what a factory serviced model means. We did explain to him that a factory serviced model could have been used at a show and since the box had already been opened, we are not allowed to sell it as new. But there are many reasons a machine could be labeled factory serviced. We get a discount on these machines from the manufacturer and then forward the savings to the customer. These models do come with a full warranty.
Hi, we are sorry that this customer is not happy with his transaction. He ordered on Sunday, 9/28 and on Monday 9/29 we called him to let him know we did not have anymore Fac[redacted] Serviced machines. The terminology Fac[redacted] Serviced is listed on our website and fac[redacted] serviced machines usually have a...
$25 - $50 savings off the regular price. He placed his order on line and we called him to let him know we had run out of the factory serviced machines. We did have a non factory serviced one available to ship and asked him if he would mind waiting till we get more factory serviced machines in for the lesser price or if he wanted us to send out a non factory serviced machine. The customers credit card fund's were not taken from his card, we only did a pre authorization. The money was released back to him when we determined that we did not have any more factory serviced machines to send to him and that he did not want a non factory serviced machine to be sent. The term factory serviced is used by Sewing Machine companies, it is a generic term used for a machine that either the manufacturer used at a show and then sold to us for a discount, which we then sell to the customer at a discounted price or it could be a return from a customer which is then put through a quality control and then sold to us for a discount.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The "return policy" that was enclosed in the email was not the return policy of the company's website at the time. I have a copy of the return policy at the time and also an email from one of the staff that stating that they were going to change the return policy.
Regards,
[redacted]
Hi [redacted], we have sent [redacted] a label to send the machine into us so we can see what is going on.
We understand she is unhappy and are working to help her.
Until the machine arrives back here, I cannot comment on what the next steps will be.
We are following our company policy.
Defective Merchandise:
If you receive an item that is defective, notify us of the
problem to arrange for a repair, replacement or item exchange.
SewingMachinesPlus.com is responsible for all shipping/return costs
incurred when a product is defective.
We are doing exactly what our company policy says we will do.
I will give you more info once the machine has been checked out by my service department.
Sincerely, [redacted]
This customer did purchase a Janome MB4 from us and she called us stating it was making noises so we paid the shipping for her to send it into us. We had it on the service bench for 2 and 1/2 hours and it did not make any noises. We shipped it back to her and she called in stating it is making the...
same noise. We again have sent her a ups label to send it into us again. The machine is under warranty, but if she brings it to a Janome dealership near her, they will charge her to fix it. We are working with this customer to get her machine working the way she wants it to. The machine should be enroute to us by the end of the week. Once we get it back here, we will give her a call to discuss what we find out.
Sincerely,
[redacted]
Customer Service Representative
This is not a correct statement from sewing machine plus. If you need a copy of phone records those will be provided along with emails. After doing some inquiring, If I walk into their store and picked up the software off the shelf that would be a total different case. In this situation it was totally based on their recommendation along with NO HELP!!!! If you go to their website www.sewingmachineplus.com you will see in BOLD letters 60 Days money back guarantee. Since I made the complaint they made changes to this area.The company might want to re visit their policy. If they cannot offer support/classes to out of state customers They might not want to sell their product to them. Again we are wanting a full refundThank You [redacted]Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It should have been handled differently, I have lost all trust and do no want to be stuck with a undependable machine, or service department. It was a big mistake ordering from this company, and my small business has suffered because of it.
Regards,
[redacted]