Complaints

This profile includes complaints for Vacuums R Us's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacuums R Us

  5215 W 80th Ave Arvada, CO 80003-1905

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  Vacuums R Us

  3005 28th St Boulder, CO 80003-1905

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:06/25/2024

  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.

  I bought a used embroidery machine for $3000 and was told by the employee who sold me the machine that it had a looping issue which I told them I was a little concerned about she said that if anything funky happened within two weeks I could bring the machine back and get my money back. On their website they have a section which states any item that was bought in used condition could be brought back within 15 days and get a full refund! It has been only a week since I got the item and I have the receipt and when I called to see if they would honor the return the manager stated they wouldnt and said I was full of s*** and stated he wasnt going to help me and hung up the phone. I tried to call again and another person answer and said if I show up at the store to get a refund the police will be called and to stop calling their phone else it will be harassment! So I dont know what to do but I want to refund this item and I want a full refund to be issued to me before this complaint is settled!

  Business Response

  Date: 06/26/2024

  To Whom it May ***************** have reviewed phone recordings, sales documents, and AV security recordings of Mr. ******** interaction and sales process and dispute the substance of his claim.
  On review we have verified ****************** purchased a new floor model Embroidery machine on 6-20-24 from our Arvada location. This machine is a four-needle embroidery machine typically used in small business applications or by advanced sewing enthusiasts. The retail price of the machine is around $7,000. Floor models are cycled annually, and this unit was sold as part of regular cycling at a discounted price of $3,000.

  Our AV recordings of our showroom make clear that at the time of sale ****************** indicated that he was purchasing the unit because he intended to start a business selling custom clothing. He indicated he had no experience with embroidery or embroidery machines. Our salesperson expressed concern regarding the learning curve and complexity of the machine and offered to show ***************** how to use the machine prior to sale. ****************** spent approximately one hour with our sewing trainer learning the use of verifying the full functionality of the machine at that time. The salesperson verbally indicated numerous times throughout the interaction that no refunds are given on floor model and open box products. She indicated that if he experienced issues using the machine during his first two weeks of ownership, we would have a technician assist him for free.

  At the time of payment ****************** presented cash payment. As this is a large sum of cash and highly unusual, the salesperson brought the cash to management for verification. Management expressed concern regarding a potential counterfeit cash fencing scam. In this scam individuals purchase products using counterfeit cash then attempt to return the product the following day. They are aware that in retail environments the counterfeit cash has been removed from the till and their refund will be issued via genuine cash, check, or credit card prior to discovery of the original cash being counterfeit. Management indicated that the cash could be accepted but to clarify the unit could not be returned for a refund. The sales rep reiterated the information to the customer again at the cash register extending the offer to assist with any issues ****************** may encounter within 2 weeks of the sale.

  As indicated on the receipt which ****************** helpfully provided in his complaint, no refunds are given for floor model units. The salesperson further clarified this policy and generously extended an offer of technical assistance from our technicians during his first two weeks of ownership as reflected on the provided receipt.****************** references our online store return policy page at *************************************************************. This page clearly applies to sales made via vacuumsrus.com and does not apply to brick-and-mortar sales.  Many products are not available for sale via our e-commerce platform - including floor model units. Products in stores are subject to brick-and-mortar return policies. These policies are posted on signage at the cash registers in addition to being printed on receipts as provided by ******************. I am attaching photos from the showroom of this signage.

  On 6-25-24 ***************** called Vacuums R Us. His call was answered by a member of management in the operations office. ****************** indicated he was experiencing problems with the machine. On review of his invoice, it was noted that a special two-week period of advanced free technical support had been extended to him. He was offered to set an appointment with a technician in store or to schedule video calls with a senior technician to resolve the issue. ****************** stated that the salesperson had told him he could return the unit within 14 days for a refund and demanded to speak to upper management. As he was speaking to upper management already his call was not transferred. ****************** quickly escalated to threats of legal action, and a threat to enter our showrooms and behave disruptively.

  At this point management became concerned about the safety and well being of staff. ***************** was informed that he would no longer be allowed on Vacuums R Us property. He was informed that all locations were covered by AV security and further contacts to the stores would be considered harassment and trespass on the properties would immediately be referred to local law enforcement. He was provided with the contact information for Vacuums R Us lawyers offices and it was requested he refer any legal actions towards their office. The call was terminated and the number blocked. ****************** called back from another number and this information was reiterated and the second number blocked.
  

  Vacuums R Us maintains that all contacts from ****************** will need to go through proper legal channels. A refund on this sale will not be offered. Vacuums R Us reserves the right to pursue ****************** for any damages resulting from defamation of Vacuums R Us. 
  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21901846
  
  I am rejecting this response because:
  When I came into the store the technician stated she knew some embroidery skills but not all skills with the machine and stated another woman that wasnt there knew more information then she knew. When I expressed concern in the store multiple times in the store on camera about the looping problem the woman who was helping me tried to help but said she didnt know how to fix the looping problem and stated that I could have the machine sent out to the technician and that I could pick the machine up after a technician looked at the machine. I told her I would buy the machine and try to figure the problem out myself. She then told me on camera that I could bring the item back in 2 weeks if anything was funky with the machine. Not one time was I told that I couldnt return the machine. 
  

  I only said I wanted to return the machine after the first phone call I made to the business because the staff member on the phone was being super rude and said i was bullshitting so then I said I wanted to return the item for a refund and then he got mad and hung up the phone and blocked my call. Not once did I threaten the staff and tell them I would show up and be disrespectful or disruptive. I said I would come in to talk to management about my issue. The recording would reflect that if you pull the call record up. Also I call back a second time to see to talk to another manager and I ask if he could at least still work with me and get the technician to help me like they promised me and he hung up and blocked me again. When I came in to buy the machine all the cash I brought in was checked on camera by the staff member and manager and they made sure the cash was legit which it was because I just pulled the money out of my bank to purchase the machine. The company has refused to help me fix the machine because if I couldnt refund the item I wanted their help to get it fixed. But since the whole situation came to this I want a refund of my money. All I know is if a customer is concerned about something they bought from a store and the staff start saying Im bull ******** and being disrespectful its obvious I would get angry and express my concern. Also every time I asked a question on the phone about a lawyer or any question I had I was redirected with another question and then rudely hung up on. We could pull up the phone record and it would reflex what Im saying. You dont treat customers that way and that is why I want a refund. I was willing to to have a tech look at the machine if that was all I could get done but was blocked and hung up on because of this situation. If they were worried about a fencing skam why would they take my legit money in the first place. 

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