Complaints

This profile includes complaints for Sewing Machines Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sewing Machines Plus

  713 Center Dr San Marcos, CA 92069-3536

  
• 

  Sewing Machines Plus

  4606 Mission Bay Dr San Diego, CA 92109-4921

  

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:04/11/2024

  Type:Service or Repair 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.

  The mission statement does say that if "If you don't love the product the company will issue a full refund" I definitely do not love the Meridian 2 Embroidery machine that I purchased, I am within the time line to send it back and get a refund. I need the shipping label to send the machine back to Sewing Machines Plus but they are wanting me to pay for the shipping to send it back to them. It is wrong to expect customers to keep an item they are not happy with when the company offers the guarantee. I feel this company is guilty of bad practices because they knowingly force customers to keep the product by not doing the return shipping on an unwanted product!!!!!

  

  Business Response

  Date: 04/12/2024

  BBB reponse-Mrs ****** return request
  falls under our 60 day general return policy which she would be responsible for
  the cost of shipping the machine back to us. As she stated in her complaint “I definitely do not love the Meridian 2 Embroidery machine
  that I purchased, I am within the timeline to send it back and get a refund”
  This machine is not defective and would be subject to the cost of shipping
  deducted and a restocking fee. I have attached our return policy to be read in
  its entirety. I am happy to provide Mrs ****** further assistance if she would like to contact me directly. Thank you!

  Laura ****

  Customer Service Manager

  800-401-8151 *** ***

   

  Customer Answer

  Date: 04/12/2024

  Consumers do not get the same shipping discounts that corporations and companies get. Which is exactly what the company is counting on. This is creating a hardship on my family to have to pay for the shipping or have to pay the thousands of dollars for this item. This company knowingly and willingly makes it difficult and costly for the consumers to return the item they are not at all happy with. I do not want to keep the machine and should not have to pay for the company to take it back. This is absolutely ridiculous. 

  **** ******

  

  Business Response

  Date: 04/15/2024

  Once a machine has been opened it is no longer professionally packed by the manufacturer for shipping. It is very important the machine is packed properly for travel. In a general return situation the customer would be responsible for the cost of shipping the item back to us. M*** ******* request for a return has been issued to her.  We are not denying her ability to return this machine back to us. This machine would need to be packed and insured by the shipper of Mrs. ******* choice. Once we receive the machine it will be inspected and a refund will be issued. Please feel free to contact me directly if I can provide further assistance. Thank you!

  Laura ****

  Customer Service Manager

  800-401-8151 *** ***

   

  Customer Answer

  Date: 04/24/2024

  All I am asking for is the Return Label from this company and they haven't  sent the return labels to me to send the machine back to them. 

  The return policy is obviously a scam!!!  Any company that offers A complete 100% "You love it or we will refund your money" type of guarantee should provide return labels. 

  This company is not wanting to provide return labels because they are fully aware that a customer does not receive the discounted shipping that the company receives therefore, forcing the customer to keep the product! It is a shame this company has such terrible business practices! 

   

  **** ******

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising 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 Saturday, February 04, 2023, ordered the King ******* II ELITE Long Arm Quilting Machine with Bonuses; 12ft Frame and Longarm Starter Kit for $7,198.00. I took advantage of the ************** 48-mos Zero interest financing. Everything appeared to go smoothly with no indications of issues with the order. On Monday, I called Sewing Machines Plus to ask a question about the 12ft frame. I was transferred to a sales person identified as "****". I explained to **** about my concerns of the frame and he eagerly cleared that up for me. I was pleased he was so helpful. **** then alerted me that the King ******* II Elite is on back order and didn't know when it would be in stock. I expressed my dismay as to why it didn't indicate this on the website and why it allowed me to go through with the financing if its on backorder. He offered to sell me the Grace **19 and a different frame for about $3,000. more. I told **** this felt more like a sales ploy to get people to buy a more expensive machine especially since already committed to the financing. **** offered to see if he could come up with other options but would have to call me back.Wednesday - **** still hadn't called me back and so I called him. Informed him that website still shows machine available and not on backorder. This leads me to believe that this is a sales scheme to get people to buy a more expensive system. **** informed me that there is a disclosure on the website indicating potential issues, blah, blah is all I could hear at that point. He then reiterated that he offered me a different system that cost a little more. "I said yes you did..., several thousand dollars more which again leads me to believe this is a sales scheme." Today is Thursday and the website still allows you to purchase and apply for financing without any indicators of this being on backorder. My order still shows active even though I cancelled on Wed. I left negative review on their ******** and they deleted it twice.

  

  Business Response

  Date: 02/20/2023

  Good afternoon,

   Sewing Machines Plus.com automatically updates our website with a "Pre-Order" notification once a product is out of stock. The King ******* 2 Series machines, frames and accessories sell out much faster than other products which causes our website to update several times a month. Sewing Machines Plus.com updates each customer with an estimated ETA from the manufacture with in 48 hours of the order being placed on our website. Sewing Machines Plus.com only offer's our customers alternate options should the delay on King ******* 2 Products be to extensive. Sewing Machines Plus.com does not intend or promote an alternate option to be viewed or received as a Ploy or scheme to sell a more expensive product. 

  Customer Answer

  Date: 02/20/2023

  The business response to my complaint is NOT accurate and blatant lie. The website is not updated to reflect product being out of stock, nor on backorder. As a matter of fact, the website still showed the same exact product I ordered as being available and ready to ship within 3-business days as of (1-week and 3-calls later). I was told their is a disclaimer on the website.  When I spoke to the sales manager, I mentioned this as being a major concern of mine as well as many other customers that had complained as well.  Also, I was not notified that my order was on back-order or out of stock until I contacted the company myself. 

  

  Business Response

  Date: 03/13/2023

  Customers requested cancellation of her pre-order and she was never charged. This issue has been resolved. Thank you!

• Initial Complaint

  Date:08/31/2022

  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.

  I purchased an industrial sewing machine, the Juki DU-1181N, this machine is delivered by freight and when I received the machine I first noticed the casters has shards of metal in them and some screws and washers were missing. I contacted the company which wasn't the easiest to deal with and after some emails back and forth did have the distributor send me replacement for those. When the machine was ordered it was stressed to them 2 times that the most important thing that was needed was for the machine to be able to do 1 slow stitch at a time, I was told both times that it would be able to and the needle positioner that would be attached to the machine for an addition cost would help with that. The distributor that they chose not only put on a motor that would not do that but they also drilled into the machine to add the needle positioner which is not the normal or right way to add one and in turn voided out the warranty. I never agreed to that and not I can not put a new one on that will work with a motor that will do 1 stitch per minute. The motor sits under the table and runs the machine by pulley and belt and if a buyer chooses to change those it does not void out the machine because it does not change the machine itself in any way. The needle positioner is normally just put on the machine in a way that this also does not change the machine in anyway but what the distributor did is not the way it is suppose to be done and drilled into this machine which does void out the warranty. Also one of the nuts that is normally loosened to adjust the sewing foot of the machine will not unscrew and that was also told to them. I want the machine swapped out and they refuse to help and do that. Instead they keep telling me to talk to the distributor which is ***** and I didn't buy the machine from Civit, I bought it from Sewing Machines Plus. I need and want a new machine that isn't damaged or drilled.

  

  Business Response

  Date: 09/09/2022

  We have already resolved this with Mr. and *******************. I think this complaint was sent to us after we resolved the issue.

  Customer Answer

  Date: 09/09/2022

  
  Better Business Bureau:

   

  Due ti the stress if it all I'm chosing to drop the complaint but with that said...this company needs to be aware of what they are selling, what there distributor is doing and not to tell people the machine will go stitch by stitch when it won't actually go that slow. I had to buy a new motor and a needle positioner because the motor they had on it would not go that slow like they promised me it would and the needle positioner never worked right so that was purchased with the new motor. If anything they should be eating the cost of those items and not me but again because they have caused so much stress over this while thing along with they distributor they use I am just dropping it at this point. They also said tge machine warranty is not voided and the distributor is allowed by Juki to drill into the machines. If this is true then I will again drop the complaint but if it's not than they should have to swap it out. I ask the BBB to please make sure they do there do diligence and stand behind what they sell without causing the customer so much grief. It's their job to be thoroughly informed on what their products can and can6do and to know what their distributors are doing. 

  Thank you and Best regards, 

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

  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************