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:02/29/2024

  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 February 26 2024, I purchased a ******** B70 deco embroidery machine. Bed Bath and Beyond displayed 2 of the same items at different prices. I ordered the lower priced item. The market place vendor, (Premier Stiching)which they use or allowed to use there site called me on Monday February 27 saying that they were not honoring the price and that I would have to pay the higher price for the item.

  

  Business Response

  Date: 02/29/2024

  Unfortunately there was a pricing error on Bed Bath and Beyond and there are no manufacturers promotions going on at this time which allow the item to be priced so low. We contacted the customer right away regarding this unfortunate incident and processed their refund as well to make sure that they were able to get their money back as soon as possible.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21362896
  
  I am rejecting this response because:

  We talked twice on Monday and plus I sent an email about the item listed on the site. You had an opportunity then to correct it. Now you are requiring me to purchase the higher item when clearly they both are the same. A refund has not been processed as of 223pm, 2/29/2024. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/01/2024

  Our apologies but it seems that there was some miscommunication when you were emailing with our sales staff. Our website had the correct pricing but the pricing error was on Bed Bath and Beyond. We initiated the refund through Bed Bath and Beyond right away as said previously, and fixed the pricing issue as soon as it was spotted.

• Initial Complaint

  Date:11/06/2023

  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 computerized sewing machine on 10/25/23. Once I received the sewing machine I proceeded to set it up discovering that the walking foot was not in the package as well as the machine is defective. I called premiere stitching informing them of the machine condition forgetting to mention the missing walking foot, I also inquired about the policy to return, she stated a full refund will be issued if machine is defective. I received partial refund today I called inquiring of why I did not receive full refund. She read off a list of missing items including walking foot which I did not receive. the dust cover, one bobbin and pack of open needles I did not return, it was an oversight on my part. I told her I would return those items she stated refund has already been processed. total paid $1,149.00 refund amount $879.63 paid through Affirm.com

  

  Business Response

  Date: 12/21/2023

  Machine was not defective. Customer was not threading ********************** according to instructional manual. Mis-threading caused thread to bunch on bottom fabric at which point customer engaged thread cutter causing cutter to hang in looped threads. Fabric and thread apparently was forcibly pulled loose causing damage to thread cutter. No deduction was made from refund for repair needed due to mis-use. Only missing accessories were deducted. 

• Initial Complaint

  Date:12/16/2022

  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.

  Recieved an embroidery machine that I purchased from this seller. Contacted the seller and informed them of the skipping stitched, noise and thread breaking. They requested numerous videos and pictures which were sent. Ultimately the company requested that I send the machine back. Sent the machine and it was received on 12/12/22 at 3:45pm. Contacted the company the next day and they stated they would "look at it" that same day or the next. The next day in the afternoon I called the company again and the initial person I spoke with told me it would "be a few days". I then requested to speak to a manager because of the lack of communication I was receiving and the fact that I was requesting my full refund. The manager stated that they would "look at it" and I stated that at this time I wanted a full refund or I would need to file a claim with my credit card company. The manager (****) then started to raise his voice and would not let me speak and the manager (****) then hung up the phone. I called back to attempt to resolve the situation and, again, **** would not let me speak, called me an "ass" to which I replied with cussing him out and ended the call. I have not received the full refund and have had to refer it to my Credit Card company since SewVacDirect refuses to speak to me (per what **** stated). What I am requesting they modify of an adversative claim is where hey state on their website (**********************************************) "We appreciate you, the customer, and we always treat our customers with the greatest consideration and courtesy. We'll do our best to remedy any problem you might have with a purchase. We are old fashioned; we believe we have an obligation to you if you purchase from us." This was not a statement that was followed through on.

  

  Business Response

  Date: 01/05/2023

  Complainant initially spoke to customer service, was loud and told them to "shut up" and demanding to speak to a manager. I spoke with complainant, was yelled at relentlessly for several minutes before being given a chance to speak. I assured him that the machine would be looked at within the next two hours and he said that was not satisfactory. Complainant then said he would file a fraud claim with his credit card company. I told him I could not process a refund if he was filing a fraud claim. Complainant proceeded to yell and curse and threaten to leave bad reviews all over the internet. After several minutes of being cursed at I terminated the phone call. 

  Customer Answer

  Date: 01/05/2023

  Complaint: 18596409
  
  I am rejecting this response because of the following: 

  - Response states, "Complainant initially spoke to customer service, was loud and told them to "shut up" and demanding to speak to a manager." Never told anyone to "shut up", this is an outright lie.  I have been honest with my complaint and would hope for the same from this company.

  - "I spoke with complainant, was yelled at relentlessly for several minutes before being given a chance to speak." I did not yell in our initial conversation, I simply requested a refund for a broken machine, it was when the manager "****" failed to allow me to speak that I felt obligated to speak louder.

  - "I assured him that the machine would be looked at within the next two hours and he said that was not satisfactory." That is correct, since the company had already had the returned machine for approximately 3 days and I was being told different things by the customer service rep I had originally spoken with.  

  - "Complainant then said he would file a fraud claim with his credit card company. I told him I could not process a refund if he was filing a fraud claim." Yes, I did state that I would have to file a fraud claim if SewVacDirect did not process a full refund (which is my right as a customer). Once I stated that the manager "****" began to shout and he terminated the call.  

   

  - "Complainant proceeded to yell and curse and threaten to leave bad reviews all over the internet. After several minutes of being cursed at I terminated the phone call." I called back after being hung-up on and spoke with the manager "****" once again, he would not let me speak and called me an "Ass" at which point I did begin to curse back and did state that I would leave bad reviews (which, again, is my right as a customer). I disconnected the call.

  I am again, requesting a full refund (which I did place a claim into my credit card company since SewVacDirect stated they would no longer speak with me) and expect the company to remove on their "About us" page the lines that read:

  "We appreciate you, the customer, and we always treat our customers with the greatest consideration and courtesy." - It is clear from my interaction that this is a false statement

  AND 
  
  "We are old fashioned; we believe we have an obligation to you if you purchase from us." - From my experience they did not feel they had any obligation to this customer. 

  
  Regards,

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

  

  Business Response

  Date: 01/06/2023

  Once a "fraud" claim has been made will not process a refund. That results in a double refund for the customer and is time consuming to recover the second amount of funds credited. Complainant clearly said he was filing a "fraud" claim with his credit card company because I could not issue a credit immediately. Once a fraud claim is in process it typically must run its course. The complainant typically sees their funds returned within 24 hours while the credit card company investigates the claim. If complainant filed a "fraud" claim then he has already received a credit back to his card. I refute the rest of complainants statements and no pages from our website be removed or modified. 

  Customer Answer

  Date: 01/06/2023

  Complaint: 18596409
  
  I am rejecting this response because:

  "Once a "fraud" claim has been made will not process a refund. That results in a double refund for the customer and is time consuming to recover the second amount of funds credited. Complainant clearly said he was filing a "fraud" claim with his credit card company because I could not issue a credit immediately."

  I never definitively said I was filing a fraud claim, again, I stated "I would have to". If I was filing a fraud claim I would not have bothered engaging with the manger and would have simply reached out to my credit card company, so once again the company is making false statements. 

  "Once a fraud claim is in process it typically must run its course. The complainant typically sees their funds returned within 24 hours while the credit card company investigates the claim. If complainant filed a "fraud" claim then he has already received a credit back to his card."

  That is fine, I understand that at this point, it should be noted that the manager "****" refused to communicate with me and was the individual who disconnected the call (prior to him or I making any profane statements). 

  "I refute the rest of complainants statements and no pages from our website be removed or modified."

  I guess we are at an impasse since I feel you are making false statements on your website after the poor treatment I received as a customer.  Please state clearly what you refute and the reasoning. Also please explain why you would falsely state that I told a customer service employee to "shut up". I fully admit that I used profanities after you called me an "Ass" so if I did tell a customer service rep to "shut up" I would freely admit that. 
  
  Regards,
  
  ******************************************