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:11/02/2023

  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 product I received was defective and most of the set was unusable. I returned it to Smart Needle and never received a refund

  Business Response

  Date: 11/03/2023

  Subject: Return of Notion Supplies
  It has come to our attention that you recently purchased Notion supplies from our website and subsequently returned them due to your dissatisfaction. We would like to confirm that the product you received was in a brand new, complete box.

  Upon receiving the product back, we found it to be incomplete, open, and the box was damaged. Due to this condition, we are unable to proceed with the refund. As previously mentioned in our email correspondence, we require the product to be returned in the same condition as it was when sent to you.

  Thank you for your understanding.

  Smartneedle.

  Customer Answer

  Date: 11/03/2023

   I repeatedly told the company that the box arrived with a broken latch.  I also said that I did use 5 of the sets, the only 5 that were usable in the size i needed as it was a gift.  They knew all this info and still sent me a label and told me to return it.  I also told them their website said the box contained 150 sets, but it had about half half of that in the box.  so I did not get the amount you said you would ************* are quibbling about 5 missing when I was missing about 70 or so sets.  For all these reasons, I feel I am entitled a full refund, but if you want to deduct the cost of 5 sets out of 150 and refund the rest, I am fine with that.  That would give me a refund of $25.12,

  Business Response

  Date: 11/04/2023

  We shipped the item to you in its entirety, and the packaging was in perfect condition. In an email we sent, we requested that you return the item to us in good and COMPLETE condition, which you did NOT do. I even clarified in a subsequent email that, for a refund, the item must be returned in complete and good condition, as the manufacturer expects the item to be returned in such a state.

  If you prefer, we can send the same incomplete package back to you. You're welcome to keep it, as the manufacturer does not accept returns in an incomplete state from us.
  

   

  Customer Answer

  Date: 11/09/2023

  It arrived broken.  I would not have minded if the items were not defective.  Most of the items are unusable.  I told you repeatedly that most of it was not usable.  I used 5 sets out of the set as I needed it for a gift which I told you.  I emailed you multiple times and most of the time you did not respond and you never answered my question as to what to do since I used a few.  I kept asking and was ignored.  Why would I want you to return it to me if it is not usable at all.  I do not understand your unwillingness to work with me on this.  I have wanted to order other items from you, but cannot do so as at this point I do not trust you.  And I have told my sewing friends not to use your company.  I tried to call to talk this over with you, but there is no contact information, so this was my last resort.  And according to s. E reviews I have seen, other people have had issues with your response and customer service.  I tried to give you the benefit of the doubt, but you have been mostly unresponsive. 

• Initial Complaint

  Date:10/03/2023

  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.

  I never received the free design after spending more than $10. "Spend $10 or more and receive the ********** applique for free. Do not add it to your cart, we will e-mail it to you". I have contacted this business 2X from cell phone, 1X in face book messenger, and 2X from laptop, so that my email would show up for her and I could include my order number to get the issue resolved, without any respond. She was quick to take my money via PayPal, but not willing to honor her promise. Please do not order anything from her, or you can get scammed too. I have checked my spam folder, in fact the file I paid for did end ** in the spam, but never have a received the free option. I see a lot of bad reviews about this company and now know that she is not an honest person to do business with. The worst part is now I am getting emails about a new buy file and get file free. I hope this will warn others about the business reputation.

  Business Response

  Date: 10/05/2023

  Thank you for contacting us with your concern, we appreciated getting in touch regarding your query, and we want you to know that we highly value your interest in our ************************************** has already been transmitted to the same email address you used when placing your order. Please take a moment to double-check your Spam folder, just in case the email ended up there.
  In the event that you are still unable to locate it, we kindly ask you to request a fresh file attachment by providing us with your order number.

   

  *********

  smartneedle.INC

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  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.  I did finally get an email with the file attached. Thanks to the BBB, you did what I could not!
  
  Regards,
  
  *********************