Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a machine from. Kens Sewing Center, it was a Consew 206rl. I purchased what was advertised as zipper feet right and left. I also purchased what was advertised as a binder foot. 3 different feet for different purposes. Zipper feet are used for zippers, I purchased this machine with the assumption that most machines also come with a regular foot for straight stitches. It did not. I asked several times that I needed one,I wanted it a separate foot foe a reason Having finished a professional Auto Upholstery Course, I expected all the feet for each function. They claimed I received everything. I asked to return the machine as it did not work for me. I asked this and like the Janome complaint , I was told a restock fee would apply. I was finally directed to the owner ***** who we went back and forth on the feet. I finally showed him a chart of different feet. He demanded the machine back the following day with labels. I wish I hadn't sent it back after this experience. They received the machine and made a claim with *** and told Affirm I too damaged their machine. I didn't damage it. I wanted it for my work I was doing. Them refusing me my tools I requested indicated they have some issues.

  

  Business Response

  Date: 05/23/2025

  This buyer is being dishonest about what happened.   I tried to help them and show them by the images they sent us that they had the correct machine and they all the parts they ordered were sent to them.   Once I emailed them after seeing the image of their machine and explining this to them they immediately did a 1 star ****** review and initiated a dispute with Affirm.  We submitted the same images and the copies of emails to Affirm and they have sided with my company. 

  Even though the machine was correct I send the customer 2 prepaid return labels.  The customer began sending hate email which I am providing a copy for your review.  The customer did not send the item back in the original packaging.  They threw it in a box that was 2 times larger than the item.  It came back damaged.  I am including images.  I personally watched *** deliver this to me and saw the box and packaging it was in.  I believe  the buyer is making false statements about who packed it.  Claiming *** packed it, but this would not be a way *** would package an item. 

   

   

  

  Business Response

  Date: 05/23/2025

  This buyer is being dishonest about what happened.   I tried to help them and show them by the images they sent us that they had the correct machine and they all the parts they ordered were sent to them.   Once I emailed them after seeing the image of their machine and explining this to them they immediately did a 1 star ****** review and initiated a dispute with Affirm.  We submitted the same images and the copies of emails to Affirm and they have sided with my company. 

  Even though the machine was correct I send the customer 2 prepaid return labels.  The customer began sending hate email which I am providing a copy for your review.  The customer did not send the item back in the original packaging.  They threw it in a box that was 2 times larger than the item.  It came back damaged.  I am including images.  I personally watched *** deliver this to me and saw the box and packaging it was in.  I believe  the buyer is making false statements about who packed it.  Claiming *** packed it, but this would not be a way *** would package an item. 

   

   

  

  Business Response

  Date: 05/23/2025

  This buyer is being dishonest about what happened.   I tried to help them and show them by the images they sent us that they had the correct machine and they all the parts they ordered were sent to them.   Once I emailed them after seeing the image of their machine and explaining this to them they immediately did a 1 star ****** review, initiated a dispute with Affirm, and began sending numerous emails filled with hate.  We submitted the same images and the copies of these emails to Affirm and they have sided with my company yesterday.

  
  Even though the machine was correct I sent the customer 2 prepaid return labels.  The customer began sending hate email which I am providing a copy for your review.  The customer did not send the item back in the original packaging.  They threw it in a box that was 2 times larger than the item.  It came back damaged beyond repair.  I am including images.  I personally watched *** deliver this to me and saw the box and packaging it was in.    Items are missing from the original order and were not returned.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23369272
  
  I am rejecting this response because:

   

  i attached all our emails.  I asked for a foot.   They know that there are many types of sewing feet.  No one needs to show them that. They are supposed in the business of sewing machines.  

  the emails show me asking for a part. 

  The emails show them never answering, denying, saying i had everything.  

  My problem is like me going to a hard ware store ,ask for a hammer, and be given a sponge.  I still need the hammer.  

   

  their response is this :

  This buyer is being dishonest about what happened.   I tried to help them and show them by the images they sent us that they had the correct machine

  (I purchased a consew 206rl) the machine itself is not the issue. I asked to return it due to it not being what I needed . They demanded it back after I showed them the images of the feet in the upholstery world)

  and they all the parts they ordered were sent to them.

  (THIS ^ I needed another part and they kept saying this)

     Once I emailed them after seeing the image of their machine and explaining this to them they immediately did a 1 star ****** review,

  Anyone would have after this circus .

  initiated a dispute with Affirm,

  (yup. Because they refused me a part)

  and began sending numerous emails filled with hate. 

  (I uploaded the emails here too)

  We submitted the same images and the copies of these emails to Affirm and they have sided with my company yesterday.
  

  I resubmitted a dispute.  They are scamming myself and *** for a machine they damaged.  Yet make no mention of it here. 

  
  Even though the machine was correct

   

   

  I sent the customer 2 prepaid return labels.  The customer began sending hate email which I am providing a copy for your review.  The customer did not send the item back in the original packaging.  They threw it in a box that was 2 times larger than the item.  It came back damaged beyond repair.  I am including images.  I personally watched *** deliver this to me and saw the box and packaging it was in.    Items are missing from the original order and were not returned.

   

  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 05/28/2025

  This is the only photo I have.  The video I have only shows the needle functioning.  

   

  I did not damage this machine.  I am so refusing to pay for it too after they received their machine back. 

   

   

  Customer Answer

  Date: 05/29/2025

  What would I benefit from damaging the machine? Even *** wouldn't have damaged this machine.  Only the merchant does  , they filed a claim with affirm and **** They get paid from them. It's called insurance fraud. They damaged their  own units. 

   

  I needed the unit to start up my own upholstery hobby.   I have no reason to damage this machine. 

   

  I asked to be sold a foot for the machine and they refused to sell me an additional one. I could not use the machine. The attachments show I mailed the machine back. The attachments show they received their machine.  They need to provide proof they didn't damage their own  machine.  

   

   

  

  Business Response

  Date: 05/30/2025

  Ken's Sewing Center emailed the customer the image they took of their machine and showed them the mechanism that is on their machine that they are claiming was not on their machine.  They immediately filed a chargeback on the transaction.  

  After showing them on the image they send me there is nothing further I can explain to show them the machine was correct and was not missing anything.   As stated in my previous response I uploaded all the emails they send me and all images of the product that they shipped to me in not original packing. 

  There is more than 1 issue with the damaged machine.
  1.  It was not packaged in the original box with all the protective packaging.  The box used was twice as large as the machine and very little protective packing was used.
  2.  It was send back to Ken's Sewing Center with items missing.
  3.  It was damaged beyond repair.  The machine is still in our possession and we can provide more images if needed.  The outer housing is solid metal and has holes in it where is was damaged beyond repair.
  4.  The machine cannot be resold. I will have to be discarded. We will not discard it until the judgement of the processor has been made.
  The buyer has a pending chargeback with the credit processor (Affirm) that has not been decided on yet.  

   

  If more images are needed for you to understand how this was sent to Ken's Sewing Center I can provide them.  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23369272
  
  I am rejecting this response because:
  

   

  Ken's Sewing Center emailed the customer the image they took of their machine and showed them the mechanism that is on their machine that they are claiming was not on their machine.

  I have uploaded all the emails for he said she said. 

  My order was an additional 3 feet( what they advertised as zipper feet and a binder foot for carpet binding.  

   

  I needed a *********

  This is where they asked for photos and denied me a *********. I have repeated this .

   

   

   

    They immediately filed a chargeback on the transaction.  

   

  There was NO charge back as I applied for affirm.  This is someone else they have ripped off. I am disputing it with affirm and will continue to do so. 

  
  After showing them on the image they send me there is nothing further I can explain to show them the machine was correct and was not missing anything. 

  it was missing a ********* PART. again this where they are not being truthful. Please see emails for accuracy.  I take full accountability for the things I have said. And will never deviate from the truth. 

   

   As stated in my previous response I uploaded all the emails they send me and all images of the product that they shipped to me in not original packing. 

  they were sent the original boxes.  They only sent me one image of a torn box without full image of what box it was. Or if it was thr box that the machine was in. 

  They also sent one image of a label from***. Please see that image and thoroughly look at top the bottom. The machine is 14llbs. The image they sent was of the case labeled at 10lbs.

  
  There is more than 1 issue with the damaged machine.
  1.  It was not packaged in the original box with all the protective packaging.  The box used was twice as large as the machine and very little protective packing was used.
  2.  It was send back to Ken's Sewing Center with items missing.

   

  
  3.  It was damaged beyond repair.  The machine is still in our possession and we can provide more images if needed.  The outer housing is solid metal and has holes in it where is was damaged beyond repair.
  4.  The machine cannot be resold. I will have to be discarded. We will not discard it until the judgement of the processor has been made.
  The buyer has a pending chargeback with the credit processor (Affirm) that has not been decided on yet.  
  

  I sent machine back undamaged. I handed it *** undamaged. They offered to pack it up for me in the boxes I gave them

   

  They are being disputed due to fraud. They have received their claim from *** and wish to seek another 1k from me for the case and machine

   They are scamming people.

  
  If more images are needed for you to understand how this was 
  

  

  Business Response

  Date: 06/03/2025

  I determined from the customers email that they got all the feet they ordered.   As I explained in all the previous emails with the customer and tried to show them via email that the feet they ordered they received.  

  Then the hate emails started, which I have shared a copy with the credit processor and the BBB.

  Unfortunately there is nothing else we can do for the customer as they shipped it back to us in condition we described in the last email with BBB.  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23369272
  
  I am rejecting this response because:

   

  i uploaded all the existing emails and the only emails that have existed between the seller and I. I have ceased  all correspondence with the exception between BBB to mediate between the seller and I. 

   

  this is the message i am rejecting :

  I determined from the customers email that they got all the feet they ordered.

  Since I received the order I had asked for a *********. ********* parts come with machines.  

  In my order an advertised Zipper foot  both right and left.   One was installed on the machine. One was in the bag. The carpet binder  is the other. That's 3. 

   

  what I asked was a.fouth foot. *********. A ********* is not a zipper foot and it's not  binder foot. Its a *********. 

  This is the foot that I wanted and having a manual from my school with several feet. I Just graduated from Auto Upholstery.  I intended to do my job correctly.  I am also in construction.  I know the difference in my tools.  

   

   

   

   

  As I explained in all the previous emails with the customer and tried to show them via email that the feet they ordered they received.  

  Please see all the emails attached,.

   

  Then the hate emails started, which I have shared a copy with the credit processor and the BBB.

   

  It's not hate. It's regret for not listening to myself for buying this company's product.  They know what a ********* is. They sell machines.  I don't have to explain to them or shouldn't have to school them.  I  was a paying  customer. Anyone who is in Upholstery and anyone who sews will know. Everyone else can see the issue.  

   

  They did not want to sell me a *********. 

  it's American English. *********.

  They think I don't speak English,  I feel their problem is a sad mistake,  as I am as American and white as wonder white bread.   Their attitude is bigotry.  I know I  feel bad for this company.   

   

   

  Unfortunately there is nothing else we can do for the customer as they shipped it back to us in condition we described in the last email with BBB.  

  They sold me a machine I could not use.

  They broke their own machine.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/05/2025

  Ken's Sewing Center cannot add anything to this dispute.  We have already shown the customer as what they ordered is what we shipped them.

   

  She is asking for something that does not exist.  It is a mute point know as described in our last correspondence and in copies of the emails provided that the customer shipped the item back in Not the original packaging and the item is damaged beyond repair. 

   

  Sincerely

  *****

  

  Business Response

  Date: 06/10/2025

  We are working with Affirm to resolve the case in favor of Kens Sewing Center. I would highly doubt *** would pay a claim based on how this machine was sent back to us. The issue is I send the customer prepaid labels under my account so the customer would not pay shipping and to try to make it right with them.

  

  Business Response

  Date: 06/11/2025

  The buyer did not send the items back in the original box with packing.  I have sent emails with pictures but can send you more if you need them.   This is why the item got damaged beyond repair.  

  

  Business Response

  Date: 06/11/2025

  6-11-2025  The buyer did not send the items back in the original box with packing.  I have sent emails with pictures but can send you more if you need them.   This is why the item got damaged beyond repair.  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23369272
  
  I am rejecting this response because:

   

  i sent everything back to the seller. The machine was properly packaged.  They received every box  it was received in.  They have everything they sold to me returned.  The machine was already damaged and not received in working condition. They continued to deny me service when i had the machine.  It was sent back in the same condition and in the same boxes. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/11/2025

  The consumer is not being honest about how this was sent back to Kens Sewing Center.  Please see images again.  If the BBB needs more documentation I will be happy to resubmit more images and the hate email that followed for your review.  This was sent before.  I am glad to reply to all of your emails and provide any further information you need.

   

   

  

  Business Response

  Date: 06/11/2025

  The only thing that I can refund is the case and 2 of the 3 accessories the customer returned.  

   

  The case they returned was not damaged.  They only returned 2 of the 3 accessories they ordered.  This total is $318.99.    

  I will mail them a refund check.  I cannot do anything electronic for this customer and can only send a check.

   

  Please see more images.  This is the box the machine was packed in, which is not the original box the machine was packed in.   I cannot refund the machine as it was damaged beyond repair. 

   

  Thanks

  *****

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23369272
  
  I am rejecting this response because:

   

  the business has stated in his last correspondence that  "i shouldn't bother sending anything i left out back as i would be paying for it. "  i sent everything back to the seller.  I want  records of service on the machine.  They sold me a broken machine. I want them drop the affirm loan , they got their merchandise , boxes and accessories. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Janome HD 2200 ($350) sewing machine from Ken's Sewing Center on 2/24/25. It was delivered on 2/28/25. Upon arrival, I set up the machine and began sewing. Within a few minutes I realized the machine was not functioning properly. The buttonholes it produces are narrow on one side and wide on the other (see images). The problem reproduces through all machine settings, even when following the exact directions in the manual. Clearly, I was sold a faulty machine.I called customer service hoping to return the faulty machine. They explained that I must pay for return shipping myself (~$50) and pay a 10% restocking fee ($35). All told, Ken's Sewing Center is demanding I pay upwards of $85 to return a broken machine. This is entirely unreasonable.Customer service explains that my only other option is to have the machine repaired by their service department. This falls well short of a satisfactory solution. ***** sold me a broken machine and is now demanding $85 to take it back, or else have the same business who sold me a faulty machine "fix" it. If ***** can't be trusted to sell a functioning machine, how can they be trusted to fix a faulty one?The only reasonable solution is to have ***** cover the cost of the return shipping and to wave the restocking fee.

  

  Business Response

  Date: 03/18/2025

  As with any trustworthy brand they offer a factory warranty.  The customer spoke with our repair department and we tried to help them over the phone.  The manufacturer warranty will take care of this issue with no problem.  The customer did not want to use the warranty and only wanted to return for refund.  We revert back to our store policy.  The store policy is listed our on website at ***************************************************

   

  We are glad to help the customer under the warranty. The issue they are reporting would not be a problem to repair If the machine came back to us and was determined defective, ***** would replace it with a new unit and send to the customer.  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23075857
  
  I am rejecting this response. Under normal circumstances, the store policy makes sense. However, I was sold a lemon. If the product arrives defective, this does not speak well to the longevity of the machine. Even with the warranty, this is not hassle free; its already proven a hassle/not worth the expense. And the only solution **** is offering is a protracted back and forth that will cost both time and money. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/19/2025

  We have a posted store policy on our website.   

   

  If the customer wants to return for a refund they are welcome to send it to us at the address that is provided on our website and also below

   

  Ken's Sewing Center

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

  *************, AL 35661

   

  I will waive the restock fee but we cannot cover any shipping.  As stated in our previous email the machine is under the factory warranty and we are factory trained technicians that can repair the machine under the warranty.  There is no way to tell if it is user error or if there is an issue.  Either way we are happy to help the customer.  

  Customer Answer

  Date: 03/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Janome part *****, the remote thread cutter. It is supposed to have a plate with it that connects to my pressure foot. It shows that plate in their websites picture of the item. Janome site shows it is included with the part as does every other website that sells it. It arrived today with out the plate. I called **** and explained problem. I was told the item does not include the plate and doesnt come with it. They state they do not have one. They did not offer to get me a plate from manufacturers. If I send it back they want 10% restock fee, the original shipping and I would pay the new shipping. This would cost a large part of the item original cost. I feel the part was misrepresented by **** and I am being lied to. If they werent including the original part. It should have been mentioned on the item description. I want the missing plate.

  

  Business Response

  Date: 09/09/2024

  This is *************************, Owner at Ken's Sewing Center.  I have reviewed all correspondence with the customer.

  What the customer ordered and is pictured on our website is the correct item.  The item the customer is wanting to order is not sold at www.KensSewingCenter.com.  ******************** ordered the switch.   From her emails she is wanting an item we do not sell in the switch and plate

  I have personally emailed the customer letting them know they can return it. As you can see in our email correspondence I offered to order it for them as well.   I do not sell the item they emailed us a picture of.  I am attaching correspondence in our emails.

  I have noted for my staff NOT to charge them a restocking fee if this helps the customer.  I can special order the item they want to order.  It is $94.99.  I will email them our return form and have noted about the restocking fee.
  

  I am sorry if the customer was confused on what they ordered and we try to be very clear with images and what the item is so this does not happen.  If I can personally help ***************************** I will be happy to so she gets what she is wanting to order. 

  Please see attachment.

  Sincerely

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

  Owner

  Ken's Sewing Center

   

   

   

• Initial Complaint

  Date:02/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/13/24, I ordered a sewing machine hem guide from ***** Sewing. I was charged for the item on Jan 13th, and have not yet received it. **** tracking indicated the item has been in transit since 1/19/24.In my experience with consumer products, items that have been "in transit" for almost a month do not arrive. Contact with ***'s requesting a refund has resulted in the proverbial "It's in the mail".

  

  Business Response

  Date: 02/09/2024

  I informed the customer the **** still has their item in transit.  I have contacted the carrier and was told that it is still in transit but delayed. I have given the customer a choice for repaying for the item or sending it back.  We rarely would refund a customer when an item is in transit, but can do this if that will make the customer *******************'s ********************** just needs to know if the customer will repay for it or send it back.  **** insurance was purchased but the **** will not pay a claim on an item in transit. **** tracking number is 9434636106028149107077 

  I am happy to help the customer in any way I can.

  Please see attached copied of emails and tracking.
  

  Thank you

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

  Owner

  Ken's Sewing Center
  

  Customer Answer

  Date: 02/09/2024

  Hi. Thank you for helping to resolve my issue.

  The vendor has issued a full refund for the non delivered product, and I have agreed to either repay the vendor or return the item should I receive it. 

  I am satisfied with the resolution of this complaint. Please close the case.

  Thank you again,

  **************;

   

   

  Customer Answer

  Date: 02/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 01, 2023 I ordered a software program (My Block Piecer Software for Machine Embroidery - $399.00) via Amazon.com that was shipped from Ken's Sewing Center. I received the software March 06 via USPS.I ordered the software as a surprise for my wife. I waited to give it to her until she was finished with her preparations for a quilt show. I gave her the software on Monday, April 24. She installed the software but a serial number is required to make it operational. THERE WAS NO SERIAL NUMBER INCLUDED IN THE PACKAGING. I phoned ***'s **************** and was told that they could not help me. In fact, at one point I said to the **** "You are telling me that I have spent nearly $400 for software I cannot use." She replied (with a chuckle), "That's about the size of it." She suggested I contact their distributor and gave me the toll-free number for the ************* the manufacturer. They were no help, at all.I do not want my money back. My wife has wanted the software since she first heard about it. All I want is a serial number that will make it work.I would like to resolve this amicably.Thank you for any help you can provide.***************************

  

  Business Response

  Date: 04/27/2023

  We received this email along with a phone call from the customer:

  In early March, I bought "My Block Piecer Software for Machine Embroidery" (Item Number **************). I have either lost or misplaced the 16-digit serial number.
  I need to install the software. Please email it to me.
  Sorry for any inconvenience this may cause you.
  Thanks.

  We do not keep any serial numbers on file since these are through the manufacturer and these numbers are enclosed so that only the customer that purchases the software would be the only one that would see this.

  In the phone call the customer stated that the packaging was thrown away and our sales representative would have been happy to help the customer but we have no way of pulling the serial number. We are working to try to resolve this issue and get a new serial number to the customer. We are going to cover this even though the customer threw away packaging that most likely contained the serial number but we want to make sure our customers are taken care of.

  A new order for a serial number has been placed and should be emailed over to this customer soon so that this can be downloaded. 

   

  Emailed to: *******************

   

  Thank you,

  Kens Sewing Center

   

  Customer Answer

  Date: 04/29/2023

  I have received the missing serial number from Dime, the manufacturer of the software.

  I am satisfied that this has resolved the problem. It is regrettable that resolution required your having to get involved. If ***'s customer service had handled the situation better, none of this would have been necessary. Thank you, BBB, for acting as a mediator.

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

• Initial Complaint

  Date:03/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/23/2023 payment on credit card Some pieces were missing. Included Accessories with the Juki TL2010Q Foot controller Auxiliary table Exclusive screwdriver Screwdriver (small)Cleaning brush Bobbins (4pcs.)Oiler Needles (HAx1)Spool cap Sewing machine cover Power cord Knee lifter lever Hemming foot -DID NOT GET zipper attaching foot Even feed presser foot DID NOT GET 1/4 Quilting foot 1/5 Quilting foot-DID NOT GET Compensating presser foot -DID NOT GET First email from Kens sewing center.I will contact **** to get these to you Thanks ***** *********************************************************************************Juki dealer ************************* ************************* (Juki America Inc)Mar 27, 2023, 10:02 EDT Hello *********, You will need to work with ***'s for these parts as he is the selling dealer. Where did you see those feet you noted came with the machine. The only one of those feet that comes with the TL2010 is the even feed foot. The other 3 do not come with that model. ********************************************************************************************************I just what was supposed to be with the machine.

  

  Business Response

  Date: 03/28/2023

  Hi, we are mailing the missing attachments to ***************** via ***** Included is the even feed presser foot, hemming foot, compensating presser foot, and 1/5 quilting foot.

  Tracking # **********************

  We are very sorry about this, and we have gotten this taken care of and this will be shipped out today. 

   

   

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ******** January of 2022 I ordered an embroidery machine, A Brother NQ1700E, I have had nothing but problems with this machine, Kens Sewing replaced this machine and the needle threader broke so I paid to send it back to them to get it fixed, which they did fix the threader but it kept eating my fabric, I lost lots of fabric, stabilizer, thread and you name it so they paid to send it back to them and they told me they fixed it and it would not sew nothing without ruining the project,The last time I got it back was in December and It is just sitting here doing nothing I talked to them time and again and they told me they had fixed it and that was that - $2200.00 and I cant sew a thing.So they told me to send some pictures and gave me an email address, I send the pictures and also when I sent the machine I sent some of the projects that were ruined, I have not heard a thing from them and that was before Christmas.I really just want my machine fixed, how many months I have been without my machine, I got this to make beautiful things for my grand babies and I cant.Please if at all possible, could you please help me with this

  

  Business Response

  Date: 02/06/2023

  I am very sorry you have had issues with your machine.  We will gladly replace your machine for you.  I have an order of brand new ones in transit to my store and anticipate them coming in very soon.

  I have made a ***** label for you and also a prepaid return label. 

  The ***** tracking number for your new machine is 541965154763

  I will email you when it leaves our facility.  In the meantime if you would like to call us at ************ and speak with a tech.  We *** can get your machine going today so you can be using it today.

  Thanks for your patience and understanding

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

  Owner

  Ken's Sewing Center
  

  Customer Answer

  Date: 02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************