Sewingmachinesplus レビュー 

Sewingmachinesplus からの回答

2026年5月23日

Renee, thank you for bringing this to our attention. We take every customer experience seriously and want to address what happened here.
As an authorized Grace dealer we carry hundreds of Grace products. Depending on our current stock levels some items ship directly from Grace to our customers - this allows us to offer a wider selection and faster availability. In your case the ruler foot set shipped directly from Grace, and it appears there was a breakdown in communication between our team and the Grace warehouse that left you without tracking or answers. That is not acceptable and we understand your frustration.
When you called back to cancel your order you made three clear requests - a cancellation, a refund, and a confirmation email. Our team should have ensured all three were completed the same day. We have since strengthened our process for handling direct ship orders and cancellation requests to make sure this does not happen again.
If your refund has not been fully resolved please contact us directly at info@sewingmachinesplus.com or call 800-401-8151 and ask for a customer service manager. We will make it right the same day.
We appreciate your business and we are sorry this experience fell short of the standard our family holds itself to after 50 years in this industry."

Sewingmachinesplus からの回答

2026年5月23日

Bonnie, thank you for coming back to update your review. We want to address everything that happened here honestly and directly.
39 days. Three phone calls. A discontinued item nobody told you about. A second backorder on the substitute. And through all of it you had to chase us down every single time instead of us proactively reaching out to you. That is not a small inconvenience - that is a failure of the most basic promise we make to every customer, which is that we will keep you informed and take care of you.
The part that is hardest to read is that our staff were friendly every time you called. Friendly is not enough when the process lets a customer down this badly. You should never have needed to make a single one of those three calls. We should have contacted you the moment we knew the first item was discontinued. We should have reached out again when the substitute was backordered. None of that happened and we are genuinely sorry.
Experiences like yours directly shape how we operate. We have made significant changes to how we communicate order status, backorder situations and discontinuation notices to our customers, and we continue to raise the bar on what our customers should expect from us at every step of their order.
Bonnie - we also want to make sure everything was fully resolved to your satisfaction. If anything remains unresolved please contact us directly at info@sewingmachinesplus.com or call 800-401-8151 and ask for a customer service manager. We will make it right the same day.
Our family has been in this business for over 50 years and experiences like yours are exactly what push us to be better. We know we lost your trust and we respect that completely. But if you ever give us another chance we will work hard to earn it.
To anyone reading this — if your order is ever delayed or you need an update please call 800-401-8151 directly. We will always give you a straight answer.

Sewingmachinesplus からの回答

2026年5月23日

Thank you for taking the time to share your experience in such detail. We have read this carefully and want to respond honestly and directly.
Your order instructions stated no partial shipments and no backorders. When the majority of your items were unavailable we should have contacted you immediately, honored those instructions without question, and processed your cancellation and refund right away. That did not happen as quickly as it should have and we sincerely apologize for that.
Regarding PayPal - we want to clarify that payment timing through PayPal is governed by PayPal's own processing system and is not something we control on a per-order basis. This was not an intentional decision to hold your funds and we are sorry that the explanation you received at the time did not make that clear. We understand how it appeared from your perspective and we should have communicated this far more clearly from the very first contact.
We also want to confirm that your refund was processed in full. If there is any outstanding amount please contact us immediately at info@sewingmachinesplus.com or call 800-401-8151 and ask for a customer service manager. We will resolve it the same day.
Your feedback has directly informed how we handle order instructions and backorder communication going forward. No customer should have to send multiple emails to get a straight answer and a straightforward refund.
We are sorry we lost your trust. As a family business with over 50 years in this industry every customer relationship matters deeply to us and we will continue working to earn it back.

Sewingmachinesplus からの回答

2026年5月23日

Shelly, we are only seeing this review now and we owe you an apology for that too - months without a public response is not acceptable and reflects a gap in how we were monitoring customer feedback at the time.
Reading what you went through is genuinely difficult because you are exactly the kind of customer our family business exists to serve - someone who came back to us multiple times, who appreciated our team, who gave us the benefit of the doubt after the hat hoop situation, and who trusted us with something as important as equipment for a vendor event.
You ordered a heat press and laser alignment system with a vendor event on the horizon. What you needed was delivery on time with clear honest communication every step of the way. What you got was a week before it even shipped, conflicting updates that turned out to be wrong, a package sitting in Ohio, and no one taking ownership of your situation. Being told we were busy and short staffed is not an answer when you have a business event depending on us. That was wrong and we are sorry.
We genuinely hope your vendor event went well despite everything and that your heat press has been serving you well in the years since. If there was ever anything left unresolved from that order please reach out to us at info@sewingmachinesplus.com or call 800-401-8151 and ask for a customer service manager. It is never too late for us to make something right.
To anyone reading this - freight deliveries on large equipment occasionally involve carrier delays outside our direct control. What should never happen is what happened here -inaccurate updates and a customer left without answers. We have significantly improved how we monitor and communicate on freight shipments so that customers with time sensitive needs are flagged and prioritized from the moment the order is placed.
Shelly, you were a loyal customer who gave us multiple chances and we let you down at a critical moment. We hope you will give us the opportunity to show you how far we have come.

Sewingmachinesplus からの回答

2026年5月21日

Christine, four years and multiple machines - thank you for trusting our family business with your sewing journey. Knowing that our tech support has been there for you when you needed it, from your King Quilter to your robotics system to your new Juki, is everything we work toward. Customers like you are the reason our family has stayed in this industry for over 50 years. We are always here at 800-401-8151. Happy sewing!

Sewingmachinesplus からの回答

2026年5月23日

We are only seeing this review now and we are deeply sorry it has gone unanswered for three years - that alone tells you something needed to change in how we monitored customer feedback, and it has.
Reading your story genuinely moves us. You found joy and relief through quilting - something that helps with the stress of living with Multiple Sclerosis - and you wanted to share that gift with your sister. You trusted us with something meaningful and personal. And we sent the wrong presser feet. A walking foot and a quarter inch foot for a different Janome model when you specifically asked for the right ones. That is a careless mistake that should never have happened and the fact that it happened to someone doing something so beautiful for someone they love makes it even harder to read.
We also see that your sister tried to call and was told we were working on it - and then heard nothing. That follow up failure on top of the original mistake is what we are most sorry about. You gave us the chance to fix it and we did not deliver.
Please call us at 800-401-8151 or email info@sewingmachinesplus.com and ask for a customer service manager. If the correct presser feet were never received we will ship them to you immediately at no charge - no questions asked. Three years is too long to leave this unresolved and we want to make it right today.
To anyone reading this - we are an authorized Janome dealer and we stand behind every machine and every accessory we sell. What happened here was not the standard our family holds itself to after 50 years in this industry and we are sorry it took us this long to say so.

Sewingmachinesplus からの回答

2026年5月23日

Jay, we are only seeing this review now and we owe you an apology for that - four years without a response is unacceptable and reflects a gap in how we were monitoring customer feedback at the time.
Reading this is difficult. You placed an order over Thanksgiving weekend expecting a Christmas delivery. Christmas week arrived and your product had not even shipped. You called for answers and felt we hid behind the manufacturer rather than taking responsibility. We understand completely why you will not order from us again and we respect that decision.
What we can say honestly is that the holiday season of 2021 was one of the most challenging supply chain periods in recent memory for retailers across every industry. That does not excuse the lack of communication or the lack of transparency on the product page about potential delays. You deserved to know before you placed that order that shipping timelines might be extended. You deserved proactive updates from us without having to call. Neither of those things happened and we are sorry.
We have since made significant improvements to how we communicate extended lead times and manufacturer shipping timelines directly on our product pages and in our order confirmation emails. No customer should be surprised by a delay they were never warned about.
Jay - if there is anything at all still unresolved from that order please contact us at info@sewingmachinesplus.com or call 800-401-8151. It has been a long time and we understand if you have moved on entirely. But we wanted you to know we saw this, we took it seriously, and we are sorry it took us this long to say so.
To anyone reading this - if you ever have a question about shipping timelines or product availability before placing an order please call us at 800-401-8151 or use our live chat. We will always give you a straight honest answer about what to expect and when.

Sewingmachinesplus からの回答

2026年5月23日

Deborah, we are only seeing this review now and we are sorry it has gone unanswered for over four years - that is far too long and reflects a gap in how we were monitoring customer feedback at the time.
Reading this stops us cold. You received a Juki HZL-G120 with tension problems, a machine that would not run smoothly, and red fibers inside the bobbin area suggesting it had been used before. As an authorized Juki dealer every machine we sell should arrive brand new in sealed original packaging. If what you received showed signs of prior use that is a serious quality failure and you should never have been put in the position of having to return it at all - let alone been told you were subject to a restocking fee.
A restocking fee on a machine that arrived in unacceptable condition is wrong. Full stop. Our return policy exists to protect customers exactly like you - not to create additional obstacles when we have failed to deliver what was promised. You should have received an immediate apology, a prepaid return label, and a full refund or replacement the same day you called.
We do not know exactly what happened with this specific machine or why a restocking fee was mentioned in your situation. What we do know is that it should not have happened and we are sorry it did. Since this experience our staff has been retrained on how to handle returns, quality complaints and customer escalations. Consistent customer service and making every customer feel taken care of is where we are focused today and every day going forward.
Deborah, it has been four years and we understand if this is long resolved or long forgotten. But if there is anything at all still outstanding please contact us at info@sewingmachinesplus.com or call 800-401-8151 and ask for a customer service manager. We will make it right regardless of how much time has passed.
To anyone reading this - we are an authorized dealer for every brand we carry and every machine we sell should arrive brand new. If you ever receive a machine that does not meet that standard call us immediately at 800-401-8151. We will make it right the same day - no restocking fee, no obstacles, no excuses.

Sewingmachinesplus からの回答

2026年5月21日

Delilah, we are only seeing this review now and we are sorry it has gone unanswered for five years - that alone reflects a gap in how we monitored customer feedback that we have since worked to fix. You placed an order during one of the most difficult periods any of us have lived through, when leaving your home felt impossible, and we told you it had been delivered when it clearly had not. That must have felt like a punch in the gut at a time when you were already dealing with so much. We are genuinely sorry. We understand that five years is a long time and that this may be long resolved or long forgotten - but we wanted you to know we saw this, we took it seriously, and it is not who we are as a family business. If there is anything at all we can do please reach out at info@sewingmachinesplus.com. We mean that sincerely.

Sewingmachinesplus からの回答

2026年5月21日

Diane, thank you so much - this is exactly the experience we want every customer to have. Nicolas took the time to understand what you actually needed and pointed you toward the right solution at the right price. That is what 50 years in this industry looks like in practice. We are so glad you called and we are always here when you need us at 800-401-8151 or info@sewingmachinesplus.com. Happy sewing!