Complaints

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• Initial Complaint

  Date:05/03/2024

  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.

  On 2/4 I purchase an embroidery machine, I liked that the commercials on TV said that they provide free lessons to people who purchase from them, since it was a new hobby I was picking up, this would of been perfect for me, so I bought the embroidery machine and picked it up a few days later.I picked up the machine and talked about the features it had (bluetooth and automatic threading), when I brought it home I was trying to figure out how to get the bluetooth to work so I could use the App, but I couldn't find it. I also kept trying to get the automatic threading to work, but it wouldn't. I asked her how to find the bluetooth and she told me to search on ******* to find it, because those lessons that they advertise don't apply to the machine I purchased, even though it didn't say that anywhere in their advertisements or the flyer they gave me when I picked it up. I did a search on the brother website, to find out it didn't exist.I called to find out if I could return it since all of the features wouldn't work and since the lessons didn't apply to me, and she said no, so I called **** and they told me they couldn't do that and they gave me a credit, they called and officer who came to my house, who asked me to return the machine. She told him that she never got a notice from **** about a chargeback so she didn't get to respond. he gave me specific instructions to walk in, drop it off and not say anything, so I sat there while they did inventory to make sure they had everything and once she confirmed she did, I left. On 4/18/ the money came back out of my account, I called **** to ask what happened and it turned out she did respond to that original chargeback after all. they asked me for documentation that I returned it, and they said they can only accept tracking numbers or a receipt which I didn't have.She sent me an email on April 30th saying she gave me the money Saturday, but I still don't have it. I called **** and they said they don't see any credit coming through from her.

  Business Response

  Date: 05/06/2024

  Good morning!

  ***************************** purchased a Brother embroidery machine from at Angels Sewing and Quilting back in February of this year. At Angels we offer free ******s on machines that we sell. This was no different with *****, however she never scheduled a ****** to learn her machine. The two features that ***** said were misrepresented as features the machine had and later, she said that the machine did not have were unfortunate misunderstandings on her behalf. The embroidery machine does not use Bluetooth the machine uses Wi-Fi to link to apps. We tried to explain this to ***** over the phone and we would have had an opportunity to explain this further had she attended a ******. The threading was something that, again, we would have been able to teach her how to do had she attended a ****** at the shop, or if she followed any online video. ***** called in after having the machine for 5 weeks and asked to return the machine. I told ***** what our return policy is (at the point that she was calling in she was able to return the machine with a 20% restocking fee). Once I read our return policy to her, she said that she was going to do a chargeback on her credit card and hung up the phone. After this myself (the store manager) as well as the store owner tried several times to call her and email her to discuss the matter and she would not communicate with us at all. 

  ***** returned the machine to the shop after the chargeback case had been started and before we had heard anything from the bank. Once we heard from the bank we provided to the bank the requested documentation. We then started to hear from ***** that she had been re-charged for the purchase and she was demanding that she get her money back from us. There was really nothing that we could do because the money is in an escrow account during the time period that a decision is being made by the bank. We have told her that once we have the funds that we will issue her a refund. We really just have to wait for the chargeback process that she started to complete. 

  We really wish that instead of ***** starting the chargeback process and then ***** going on a smear campaign online and through other platforms that she had given us the opportunity to teach her how to use the machine. If she still did not want the machine after that then we could have taken it back (even though she had used it) minus the 20% restocking fee which is our return policy. We are a small business in a small town, and we do our best to sell to customers the best machines for them and then to educate them on the machine and how to use it. We sell many of these exact machines to customers each month and continue to help people learn even past the free ******s that we offer. We do feel bad that things got taken to this point. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21662266
  
  I do not accept the business's response as a resolution to my complaint because you told me to search on ****** to find my answers since the machine is too heavy to carry back in forth your words. Also attached is proof you told me it had Bluetooth. I would have accepted WiFi but as you can see from my chat with brothers it doesnt have that either. You forced me to return it by calling the officer and telling him you didnt receive anything from chase about a chargeback. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/08/2024

  I am sorry that the information from Brother was confusing, however WLAN is Wi-Fi. Please see the references below:

  A wireless LAN is a wireless computer network that links two or more devices using wireless communication to form a local area network within a limited area such as a home, school, computer laboratory, campus, or office building. Wikipedia

   wireless local-area network (WLAN) is a group of colocated computers that form a network based on radio transmissions rather than wired connections.

  I do understand that you may not have been happy that we got the local police department involved, but at that point we had not heard from the bank regarding the chargeback. We also did not force you to make any decisions about doing a chargeback or returning the product. We simply asked for you to offer us the opportunity to discuss the features with you further, and we also would have given you free lessons, and we read to you our return policy that you did not like. Upon hearing the return policy, you did a credit card chargeback preemptively without giving us the chance to have any further conversation with you. 

   

   

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21662266
  
  I do not accept the business's response as a resolution to my complaint because: 

  from brother:

  ***** : what is a WLAN?
  Isa: You need wired network since wifi is not available to this machine

  Also if you look back in the email chain you will see I asked about the classes and you said they are Available for multi needle, you sold me a single needle.

  
  Sincerely,
  
  *****