New sewing machine problems.....

I just bought a Kenmore by Janome from All Brands. Well four of the presser feet that were listed on their site was not included - one being the even feed foot. I called them on a Saturday, June 2 - the day after I got the machine - they said they would send them out on Monday (June 4). Well I called them last night because I had not received them....said they would check and call me back in an hour (no call).

Finally after about 10 calls, this morning (got hung up on 3 times), I talked to someone. She said those feet aren't included - it was a webpage error (probably had been copied from another machine). She said I would not be getting those feet, well that didn't make me happy.

Now, another thing...I have been trying to use this machine and the straight stitches are not straight at all - kind of wavy. I stitched a straight line with it and one with my Brother - big difference. When I put the fabric under the presser foot it will slip right out - so there is not enough pressure there and no way to adjust it. I've tried different threads, adjusting the tension and the stitch length - nothing seems to work. Since I haven't had it for 30 days I asked if I could exchange it for a different machine and asked if there would still be a 25% restocking fee - she seemed to think there would. The machine is defective...I should not have to pay 25%.

I went into my account and they already had the information in there so I replied, letting them know exactly what machine I wanted and asking if I could just pay the difference. Then told them if there was still a 25% restocking fee to just refund my money, less the restocking fee and I would go elsewhere and get a machine. Hopefully this will get taken care of before the 30 days expires...if not I think I might just contact the BBB since they're listed with them.

So once this fiasco is over I doubt I'll be doing anymore business with All Brands.

how disappointing! I will say everytime i have bought from Allbrands i have been very pleased. i did have to call and cancel an order once- car had issues and i needed the money i spent for the car. they were very nice about canceling and refunding my money. Of course it had not been shipped, was just being processed.

I do agree if the item were pictured without a disclaimer you should get them. did you go back and see if what was listed in the ad vs what was pictured? I hope you can work this all out.

I had problems with Allbrands as well and won't buy from them anymore. Did you happen to grab a screenshot when you made you purchase or print out what you purchased that shows the items included. That would be proof that the feet should be included with your purchase as that is what you purchases AT TIME OF purchase.

Your machine is defective, return it as such for a full refund. The way you are proposing to solve it makes it look like you have buyer's remorse and you want another machine - they will to stick you with the 25% restocking fee as they will have to sell the return as a "open box" or "refurbish" machine at a lower price.

Good luck and hope you get your problem resolved. I did but it took weeks of emailing, do it in writing, better proof for BBB and small claims if need be.

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Originally Posted by HandsOffItsMine

I had problems with Allbrands as well and won't buy from them anymore. Did you happen to grab a screenshot when you made you purchase or print out what you purchased that shows the items included. That would be proof that the feet should be included with your purchase as that is what you purchases AT TIME OF purchase.

Your machine is defective, return it as such for a full refund. The way you are proposing to solve it makes it look like you have buyer's remorse and you want another machine - they will to stick you with the 25% restocking fee as they will have to sell the return as a "open box" or "refurbish" machine at a lower price.

Good luck and hope you get your problem resolved. I did but it took weeks of emailing, do it in writing, better proof for BBB and small claims if need be.

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Yeah I have a copy from their website of what was to be included with the machine. I also have the samples of the straight stitching from the machine. I replied to them on the website so that is in writing. I think I'll go take a screenshot of the correspondence that is there right now. If they want to charge a 25% restocking fee, that is ok, I just don't have to do business with them anymore - and I won't, I probably won't anyway because they have terrible customer service, as far as I'm concerned.

Edited to add: I just went back and looked at the page - they have already changed the included accessories area. But I have the copy that I printed on 6/2/12.

Wow maybe I should have checked the consumer reviews before ordering anything from them: 2 star rating

http://www.epinions.com/Allbrands_On..._~reviews?sb=1

If you paid by credit card I would file a complaint with your credit card company as I think you may have some protection on purchases through your credit card especially if the equipment is defective.

I paid through PayPal and I can file a complaint through them but I'll give them 5 days to see what they do...because they said they would contact me in 3 - 5 days.

That's very disappointing! I have a friend who has a Kenmore Janome, and it hasn't been a problem, but it's crazy to have to pay 25% restocking fee for returning merchandise that doesn't work. Hope you can get it all resolved.

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Originally Posted by Jean Sewing Machine

That's very disappointing! I have a friend who has a Kenmore Janome, and it hasn't been a problem, but it's crazy to have to pay 25% restocking fee for returning merchandise that doesn't work. Hope you can get it all resolved.

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I hope so too...I can even live with 15% restocking and credit towards another machine....but 25% is crazy!

My daughter has a mechanical Kenmore (don't know if it's by Janome) and it works just fine. This one is not...I tried to make it work for me but just couldn't do it. I might try again tonight and see...if not, I think I'll just pack it back in the box - whether the take it back or not, I don't need it in my way.

Sad that you're having all this trouble. This may have been a web page error...but it's still false advertising and they should be responsible for it. Also the restocking fee is ridiculous. I'd be contacting the BB.

shirley, did you put it on a credit card? sometimes the CC company will help you out if there is a dispute.

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Originally Posted by bakermom

shirley, did you put it on a credit card? sometimes the CC company will help you out if there is a dispute.

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I paid through PayPal with a credit card. I will give them the 5 days to contact me then I'll contact PayPal. I do have the print out - printed June 2 of what was to be included.

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Originally Posted by Genny

Sad that you're having all this trouble. This may have been a web page error...but it's still false advertising and they should be responsible for it. Also the restocking fee is ridiculous. I'd be contacting the BB.

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All Brands say they are BBB accredited....I checked the BBB site and there have been several complaints made and BBB says All Brands is not accredited. Once I get this taken care of - I will not buy anything from them ever again. I will buy from Amazon, if I want to buy on-line - no hassle returns.

Shirley.... do you have no dealer near you????
I do like Amazon, but with a sewing machine.. i want a store front unless it's just a basic...
I did buy a Singer CG500 from sewing machine plus (i think that was it,,, i saw it on YouTube sewing thru 7 layers of denium... i had to have it... Gramma Judy here on QF has one as well... it was 185.00 incl. delivery.. to the house and it's a wonderful machine...
Better Luck in the future....hugs B

http://www.youtube.com/watch?v=HZ0Rsx8mRjU

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Originally Posted by GrammaBabs

Shirley.... do you have no dealer near you????
I do like Amazon, but with a sewing machine.. i want a store front unless it's just a basic...
I did buy a Singer CG500 from sewing machine plus (i think that was it,,, i saw it on YouTube sewing thru 7 layers of denium... i had to have it... Gramma Judy here on QF has one as well... it was 185.00 incl. delivery.. to the house and it's a wonderful machine...
Better Luck in the future....hugs B

http://www.youtube.com/watch?v=HZ0Rsx8mRjU

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The only stores near us is JoAnn's and all they sell in there are Singer's - Singer's and I don't get along very well LOL - I've had 2 and neither one liked me.

We also have the LQS but the only sell Bernina's......to expensive for me.....and the shop people are "snooty" LOL