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Thread: Upset enough to cry...

  1. #26
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    Quote Originally Posted by Prism99
    Oh, and if it makes you feel any better, I purchased a walking foot for my Bernina (and it was close to $150 even years ago), used it for only a few days, and then accidentally caught a pin on it that I didn't see (this was in the days when I pinned my quilts instead of spray basting). It ruined the spring in the foot. My dh said he could repair it if he could get a replacement spring, but the dealership said it was impossible to order the part. I finally bought another walking foot to replace the broken one, but I waited about a year and purchased it from a different place. (The original was one that did go out of business.)
    Hmmmm....Maybe you should hang on to that foot if they break so easily? The money is already spent so maybe it would be good to have a back up.

  2. #27
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    The suggestions to contact the Better Business Bureau is good advice. Another possibility is to contact your state's Attorney General's office. I live in Missouri and contacted the AG about a problem I had with Olan Mills, a photography business. A letter from the AG brought out some honesty in Olan Mills very quickly. (The Attorney General's office investigates fraudulent business practices. On one of the People's Court type programs, a judge stated that under most circumstances, it's illegal for a business to refuse to give a refund to a customer.)

  3. #28
    Power Poster BellaBoo's Avatar
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    A few years ago a guild member died unexpectedly and she had just bought a brand new Bernina. It was still in the box. Her husband took the machine back to the dealer and the dealer would not give a refund. Said it was against policy. The husband had no use for a machine store credit. I will buy a machine from Walmart once a year before I'd ever buy anything from that Bernina dealer. Everyone in guild stopped shopping there too. The dealership and combined quilt store is not doing good in sales. He should have given the money back to the guild member. Who does he think shops at his store?

  4. #29
    Power Poster Sadiemae's Avatar
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    Quote Originally Posted by BellaBoo
    A few years ago a guild member died unexpectedly and she had just bought a brand new Bernina. It was still in the box. Her husband took the machine back to the dealer and the dealer would not give a refund. Said it was against policy. The husband had no use for a machine store credit. I will buy a machine from Walmart once a year before I'd ever buy anything from that Bernina dealer. Everyone in guild stopped shopping there too. The dealership and combined quilt store is not doing good in sales. He should have given the money back to the guild member. Who does he think shops at his store?
    Serves him right. The husband is already grieving and then he treats him this way. He should have made an exception for this circumstance. In my Opinion!!!

  5. #30
    Super Member ScrapQuilter's Avatar
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    If I were you I would contact Bernina and let them know who you were treated by the dealer and your situation about finding one amoung your attachments after purchasing the one you wanted to return........... I too think the $150.00 price is way to high.... and let the company know how much you had to pay for the walking foot.
    Never hurts to try going direct to the top.

  6. #31
    Junior Member HELLuvvANGEL's Avatar
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    I agre with going to the BBB and the AG! Also i would once again ask for your money back not these "scripts". If they still refuse politely tell them you will have a chat with your local News station that does a " On your side" type of story. The news channels love those kinda stories. Im sure the store doesnt want to be on tv under attack. If there isnt a sign stating no refunds then it doesnt matter what reciept says after the fact! I wish you the best but im sure they have lost your business and any word of mouth you will be giving.

  7. #32
    Super Member noveltyjunkie's Avatar
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    Had you used it before you brought it back?

  8. #33
    Community Manager PatriceJ's Avatar
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    let me be honest and clear. in your shoes i would also be very unhappy. however, it's important and fair to keep in mind that no merchant is obligated to "make good" when a customer has only changed their mind. the policy is unpleasant for the customer but is not illegal or unethical.

    if you decide to write letters to the company and to consumer protection agencies, please keep in mind that you don't have grounds to accuse the dealer of anything except their failure to make the return policy clear before you had handed over the money.

    if i understand correctly, you've already returned the foot and taken the scripts. yes? use them to purchase things for yourself that you consider treats. things you would normally only have looked at wistfully but passed by in favor of more practical purchases. you'll still have spent money you later discovered you didn't need to spend but will have something fun in your collection to take away some of the sting.

  9. #34
    Senior Member sewgray's Avatar
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    I bought my Bernina about 10 years ago also and had to buy the walking foot seperate. If I remember right it was $98. I think most of the dealers don't refund money but if you are a good customer they should. Otherwise use the store credit for some other new feet. Bernina has some really great ones.

  10. #35
    Senior Member sewaholic's Avatar
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    How frustrating. On the other hand their are unfortunately people out there that come in to buy a foot use it for the purpose they need then want to return it. I can understand both sides.

  11. #36
    Senior Member quilter41's Avatar
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    Exactly why I wouldn't have a Bernina. They think everything they sell is Golden. Our local dealer recently dropped them because customers were sick of there s**t. She says they are no better than any other top of the line machine. Glad I have a Pfaff and the Walking Foot is always right there. LOL!

  12. #37
    thismomquilts's Avatar
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    In the business world it is very unethical to not tell a customer ahead of time, especially on something so specialized as this, what the return/not return policy is. This business is, most likely, under strict guidelines from Bernina. Bernina maybe should be contacted and asked about it and have THEM make it right - and at the same time let the owner of the store know what is going on... his/her hands may, again, be tied in this case.

  13. #38
    Junior Member GypsyRse1's Avatar
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    No, the foot had not been used and only purchased 2 weeks before. I opened the box, read the directions and set it aside because I wasn't ready to try and use it yet. Then while organizing my sewing space, I found the software and walking foot that came with the machine. Since I didn't need 2, I had no choice and returned the foot yesterday and accepted the script credit. But not without alot of heartburn....

  14. #39
    Junior Member GypsyRse1's Avatar
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    Thank you for suggesting it, I will contact Bernina and see what their thoughts are on the subject.

  15. #40
    Community Manager PatriceJ's Avatar
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    like everyone else, i sympathize. however, that's a purely emotional thing.

    in fact the shop is not at fault here. nohow, noway, no ifs-ands-or-buts.

    certainly, it's a highly desirable customer service courtesy to post return policy signs where customers can see them before handing over the money, but they don't have to.

    the shop owner is not responsible for searching your accessory collection before selling you a foot.

    the box was opened, so she'll have to resell it at a discount.

    the merchant met you as close to halfway as possible.

    you may not have gotten what you want, but you will not end up emptyhanded.

    again ... not the shop owner's fault.

    case closed.

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