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Business Profile

Sewing Machine Dealers

Heyde Sewing Machine Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sewing Machine Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 August 6, 2024 I took my **** sewing machine to Heyde Sewing Machine to have it cleaned, to repair the backstitch and see why it began making a noise. At the time I dropped it off, it sewed beautifully forward and the stitches were even. I was told it would be a couple of weeks. I called a couple of times in early September and was told both times it was in progress. A repair person called in late September to say it can't be fixed and it needed a new main board. When I picked it up, the machine would only sew backwards and the stitches were uneven. I took the machine to another repair service who confirmed that in the condition it was in, it could not be repaired. Heyde has basically ruined my machine. I can no longer use it to sew.

    Business Response

    Date: 11/12/2024

    ******* ******* bought her machine in for service on 8/6/2024 it was noted on our service ticket by Mrs. ******* that the machine was Not back stitching, making noise when sewing (see Attached) our service technician explained to the customer that it could be her bord going out. This will cause her stitching to sew backwards or not at all.
    Our Certify technician reviewed her machine and found that yes, the board was going out.
    As we explained to ******* *******, we are not an **** dealer and are unable to get her a new board. However, we will try another shop that was an **** dealer, to find out this board is obsolete due to the age of the machine.
    As she stated, on this complaint she took it to another repair service who confirmed that in the condition it was in, it could not be repaired. This was in the same condition as she dropped it off as per her service ticket dated 8/6/2024 not working
    The only thing this customer was charged for was the bench fee to review her machine, no service fee was charged. Sometimes machines are obsolete and are unable to be fixed due to parts not being available. Heydes did not ruin her machine, if it wasnt working when she bought it for repair,noted by her comments on her service ticket. She received the machine in the same condition as she dropped it off. She also received a copy of this ticket. (see Attached)
    Please let me know if you need any further information,
    ***** Warren

    Customer Answer

    Date: 11/13/2024

    Complaint: 22538130

    I have reviewed the business' response and am rejecting it because: When I brought the machine in for cleaning and to see if they could fix the back stitching feature, the machine worked. I had been sewing on a quilt and decided it was overdue for a cleaning. I had had the machine serviced at this location several years ago so decided I would trust them to clean the machine and try to fix the backstitching. Well, they did fix the back stitching feature to where that is all the machine can do. I can no longer use the machine in its current state. Yes, the ticket said it needed a new board but at the time I brought it in, the machine sewed fine, correct stitch length, I could feed the fabric from the front. Currently you cannot feed fabric from the front and the stitches are irregular. It would have been nice if Hedye tried to secure a new board or tell me the cost of replacement. They broke the machine and did not try to undo what had been done.



    Sincerely,

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

    Business Response

    Date: 11/14/2024


    Customer- ******* ******* is mistaken and contradicting herself in her letter to BBB.  As I explained on 8/6 when she bought her machine for repair, we noted on the service ticket what the customer says is wrong. Nowhere did she say cleaning, see attached our service ticket that she received, and our technician receive the same copy. ******* ******* said, NOT BACK STITCHING,MAKING NOISE WHEN SEWING At that time she also talked to our technician and he told her it could be the board, she knew this before she left the store and left her machine for repair. As I explained in the first responds: parts are obsolete due to the age of the machine.  We explained this to the customer and per. ******* ******* she took it to another dealer and they said the same thing.
    There is nothing we could have done to save the machine. This is not Heydes fought.
    The only thing this customer was charged for was the bench fee to review her machine, no service fee was charged. If we could have fixed her machine with a board it would have cost $200 - $300. Why would we not fix it? Why would we ruin a customers ***********************, and not make money? We have nothing to gain from this repair. This makes no sense. Heydes wishes her best,we are done with trying to explain that it just cannot be fixed due to the age. 

    Thank you, ***** Warren

     

Heyde Sewing Machine Company is NOT a BBB Accredited Business.

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