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Business Profile

Quilting Supplies

AccuQuilt

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Quilting Supplies.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/01/2024

    Type:Delivery 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.
    My husband bought a Christmas gift for me on the Accuquilt website. I have a Go! cutter and he accidentally ordered a "Studio" die: Studio 2 inch Strip cutter.

    It is somehow Made-To-Order and non-returnable! How is the Go! not custom for a 2 inch strip cutter?

    I does say it's made-to-order.
    Studio™ dies are made-to-order with specially designed blades in protective single-colored foam.
    Please allow up to 10 business days to manufacture the dies.


    Having a non-returnable item is rare for online shopping and for all he knew all dies are made to order. If I had asked him to buy on Amazon or Walmart, this non-standard product would not have been offered by Accuquilt. Only Go!

    The made to order should've indicate it's non-returnable and linked him to the refund policy page.

    No warning occurred indicating it (unlike the popular Go! models) could not be returned
    on the website
    in the cart or
    during checkout

    Contacting support only had them refer me to their no-return policy for this product only! *********************************.

    No offer to provide a consignment for this unpackaged and unused item the next time someone happens to buy this common sized product (like a like-new option). It's not in the shape of a leaf or some odd shape. It's 2 1/2" which any studio owner would likely order.

    See the link where it should have some warning about non-refundable.
    ********************************************************************************** 
    Looking on eBay, I'll likely only be able to sell it for half of purchase price hence the motivation to submit this dispute.

    Business Response

    Date: 01/03/2024

    Hello ********, 

    Thank you for reaching out to us regarding your concern and I apologize for your frustration in this process. As stated all of our Studio dies are made to order as stated on their product pages (see attached screenshot) and as mentioned previously our return policy states made to order dies are non-returnable (see screenshot attached), however since this is the first time you have encountered this we would like to offer you the refund as a one time courtesy. Please keep in mind that certain items are not stored on our shelves and are made to order and you will find this information on the products page on our website in the future. Please let us know if we can help with anything else! Thanks and have a wonderful day! 

    Kindest Regards, 

    AccuQuilt 

  • Initial Complaint

    Date:11/02/2023

    Type:Product Issues
    Status:
    Resolved
    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 9/12/2023 I sent an authorized return to Accuquilt. I received confirmation it was received on 9/15. Accuquilt website shows item received on 9/18. After repeated calls and emails to Accuquilt i still have not received my refund. And representative cannot tell me when money will be refunded.
    Return authorization is **********. Unopened item.

    Thank you.

    ****** ** ***

    Business Response

    Date: 11/02/2023

    Hello *******

    I want to start off by sincerely apologizing that you have had to wait so long for your refund. It appears it got stuck in processing, that is no excuse, but please know I have made sure this was processed today and you should see the funds in 3-5 business days or sooner. If you do not receive by then please do reach out to us at [email protected] and we will look into this further. 

    Kindest Regards, 

    AccuQuilt Team

    Customer Answer

    Date: 11/02/2023

     

    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,



    ****** *****

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