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:11/25/2024

  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 Bernina 475 ***** ******* edition sewing machine. The cost of the sewing machine included a specially designed sewing machine trolley that matched the ***** ******* design on the sewing machine (a teal colored floral design). When the machine arrived, the trolley was delivered with it. Eventually, they told me the specially designed trolley wasn't available and they only had a black one. They did offer me some additional merchandise, which I accepted because I didn't want to be without the trolley for when I travel with my machine. However, I WANT the specially designed trolley and they should provide me with it. I feel this was a bait and switch situation, where they promised one thing and provided something different.

  Business Response

  Date: 12/12/2024

  Good evening,

  Thank you for bringing this matter to our attention.   

  We have reached out to the selling dealer, as well as the customer, and believe an agreeable solution is available for Ms. ***** through their store.   The dealer will be reaching out to the customer directly to further discuss.

  Warm regards,

  *****

  Customer Answer

  Date: 12/13/2024

   
  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:06/15/2023

  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.

  I purchased a Bernina B435 sewing machine around May 15th from Studio Bernina in *************, a contracted seller with Bernina of America. Prior to my purchase, I asked the sales associate if there were any upcoming sales I might anticipate. She informed me that Bernina of America only notifies them 1 week before a sale and didnt know of any upcoming sale. I purchased the machine, paying the full price of $2,399 plus tax. One June 1st, I received an email from Bernina of American that the B435 model had been reduced by $900 to $1,499. I immediately emailed the local Bernina Studio store requesting a price match. They responded and explained they are an independent store and cannot match the price reduction but were willing to give me $300 store credit. (See email attached) Shortly thereafter, I emailed Bernina of America and asked them to match the price reduction. They responded: These sales and promotional offers take place during specific time frames and under specific conditions. Your B435 was purchased outside the time frame of our latest promotion.

  Business Response

  Date: 07/26/2023

  ******************************* contacted BERNINA of America directly regarding her B 435 sewing machine purchase.    Since we addressed her question directly through our platform, we did not further pursue communication through the BBB website.   For your records, below is a copy of our communication that was sent.    If your email is regarding a different customer or different question, please let us know.  
   
  Kind regards,
   
  ***************************

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20193384
  
  I am rejecting this response because: The business has done nothing to satisfy my complaint. My purchase was only a few weeks prior to them lowering their price significantly (30%).  I am requesting a 30% refund to me for my purchase. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/03/2023

  Dear *****************************,

  Thank you again for reaching out in regards to your recent B435 purchase. 

  It is an unfortunate circumstance that your machine of choice was later included in a BERNINA promotion, but as stated previously the specific timeframes and conditions of any marketing campaign through BERNINA must be met in order to participate.  We regret that our response was not your desired outcome, however it is our understanding that a generous partial adjustment was offered by the authorized BERNINA dealership from which you purchased.  We know that through the support of your local BERNINA dealership, your B435 machine will be a wonderful tool for your creative endeavors. 

  Kind Regards,

  Consumer Relations

  BERNINA of America Inc.

   

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20193384
  
  I am rejecting this response because:

  My complaint is with Bernina of America not the local small business owner/operator because the local dealer was not  informed of the sale price ($900 less than what I paid) and offered a credit to use towards their products, classes and services, not a refund. 
  

  I am kindly asking Bernina of America to honor the sale price and refund me $900.
  
  Sincerely,
  
  *****************************