Firstly, I like to apologise for this long winded review – I’m really hoping the employee I dealt with today sees it and realizes just how inappropriate his behaviour was. I would also like to apologise to the employees of this store who were not involved with my negative experience today – my complaint does not lie with them, but only the employee in particular whom I dealt with today. I didn’t get his name, but he was a salesman working at the store. I purchased a sewing machine from this store in 2012 and received excellent advice and customer service from the lady working there at the time. This is why I chose to return to this store in particular.

A couple of weeks ago I had the need to purchase a Janome ruffler attachment for my machine. I needed to make a pleated/gathered table skirt which I needed to complete by the end of that weekend. Because I live 30 minutes away, I called the store on the Friday to check if the part was in stock. I was told by the lady on the phone that it was, so I went there on the followingSaturday morning<x-apple-data-detectors://6>. The correct ruffler for my machine wasn’t actually in stock after all, but the salesman who was working there offered me another ruffler which was unboxed for $50, $10 cheaper than a packaged one which are usually $60. I would have preferred a new Janome branded one, but assuming the salesman’s knowledge was more extensive than mine, I purchased the part.

Upon inspecting the part on the way home, I noticed that it was certainly not new – it had fluff on it from being used and it wasn’t shiny like a new part usually is. I also didn’t see the brand name “Janome” anywhere on it. Again, I assumed it would be fine and trusted that the man who had sold me the part knew that it would do the job. Upon arriving home, I re-watched several YouTube clips to ensure I knew how to use the part correctly, and then I gave it a go. It had problems from the start – the needle had to be adjusted to the far left, it was stiff, and every so often it would jam or the needle would hit the metal plate.

I called the salesman who said he didn’t have any more rufflers for my machine but would have the proper Janome models in stock the following Tuesday. I explained that I was keen to have it that day and that if he found any stock, to give me a call. He called back a short while later to say he had found one. By this time, I was at work so my partner drove the 30 minutes there and 30 minutes back to pick up the part so I could use it that night. The salesman showed my partner the ruffler on a machine the same as mine, and it was indeed working. The part also looked much newer than the previous one, although still lacked any “Janome” name on it and didn’t look like the models in the Janome YouTube clips. I assume it was a generic one perhaps.

Upon installing the part again, I had similar problems to the last one when I tested it on scrap fabric. Admittedly, the part worked well when I used it with the settings the salesman had had it on, although I did still have to have the needle set to the far left. As soon as I tried to make adjustments though to alter the size of the pleats (I needed them deeper), I had the exact same issues. If I moved the screw out, it would hit the plastic underside of the sewing machine arm. If I screwed it in to deepen the pleat, the metal “tongue” on the ruffler would cover the needle hole and the needle would hit it. This eventually broke the needle.
After watching more YouTube clips to ensure this wasn’t user error, I decided that this really was the wrong part for the machine and kicked myself for not getting a proper Janome part from elsewhere. In the end, I ended up removing the ruffler foot and putting it back in its paper bag with the receipt to get a refund. I then figured out how to do the pleats by hand and completed the project without the ruffler foot, which took much longer, especially considering all the time I’d already taken trying to get an incompatible foot to work with my machine.

The following Saturday I had commitments, so I was unable to attend the store to get a refund, which brings me to today. I took the ruffler in the paper bag I purchased it in back to the store. Another half hour there and half hour back. The same salesman was there. I politely explained that I was bringing the part back for a refund seeing as it didn’t work with my machine. Immediately he began to get defensive and started arguing with me, explaining that he could not give me a refund as the part worked. I tried to explain that although the part DID work on ONE particular setting, that was not what I needed – I needed deeper pleats, which these ruffler feet are supposed to be able to do.

He continued to berate me and explain that he could not give me a refund as he sold me a working item. He offered an exchange or a credit note, but I explained to him that I didn’t need to purchase anything else. I explained to him that I made the item without the ruffler and didn’t end up using it due to it malfunctioning. He then accused me of purchasing the ruffler, using it, and then returning it so I could get my project done for free without having to purchase the part. I explained to him that I am an honest person and would never do that.

He said that because he hadn’t heard from me for three weeks that he assumed the part was working correctly. I explained that it hadn’t worked and that it was actually only two weeks since I had been in – not three. I’m not sure what bearing this had on the situation, but he was fairly passionate about it so perhaps that was a two week deadline on refunds/exchanges for certain products – I don’t know. It seemed worth arguing about to him.

He continued to insist that I could not get a refund. Out of desperation, I asked if he had a Scan and Cut machine which I had seen two weeks before at a reduced price because he’d ordered it for a customer who decided she didn’t want it (I dread to think of the ear bashing she copped for that). I figured perhaps I could put the $50 towards that. He explained it had sold but he could order one for me. I explained that we had already wasted three hours of driving time so he offered to deliver it – I believe more out of stubbornness than a genuine desire to help me. I explained that I didn’t want to wait for it to come in and again insisted on a refund as there was nothing else I needed and I had no further use for a ruffler, which he repeatedly tried to shove at me.

At his point he angrily exclaimed that he couldn’t be bothered with me any more and that he would give me the $50 back to end the dispute, all the while muttering about dishonest people who purchase things and return them to collect their money back. He also accused me of breaking the part and making it impossible for him to sell it to someone else – which was also a lie, as I had not broken any part of the ruffler. He went on to say that it wasn’t normal to give refunds in these circumstances etc. At this point, I was absolutely furious, however I bit my tongue as there was another customer or employee in the shop and I didn’t want to make more of a scene in front of her, so I quietly left with my refund.

Never, ever, in my life, have I been treated with such disrespect or accused of being dishonest. I am a teacher – I spend much of my time encouraging children to be honest and I am proud of setting a good example for them to follow. To be spoken to in such a rude manner and to be accused of trying to swindle him or take advantage of him is completely below the belt.

HE was the one who wasted MY time. HE was the one who sold ME an incompatible part – not once, but twice! Having worked in customer service, I am more than aware that the customer is not always right. In fact, they are often wrong! For this reason, I am always polite when dealing with customer service staff. This man, however, was rude, grumpy, and incompetent. There is no way I’d keep someone on staff who treats customers the way he treated me. Either way – he should not be allowed to talk to people the way he spoke to me today.

I am not naïve enough to think that me taking my business elsewhere will make a lick of difference to his income or this business, but at the very least I hope he reads this and reconsiders the way he talks to customers. I also hope that he takes the time to make himself aware of the ACCC laws (that he was in breach of today) that clearly explain his obligations to provide a refund to someone experiencing the same circumstances as I was.

Again, this was the most disgusting customer service experience I have EVER had. Steer clear of him. Disgraceful.

Approximate cost: $50

When wanting to make an online purchase the cart option wasn't working, phoned the store and told it hasn't been working for a long time but they could process the invoice and payment but couldn't do a Paypal payment (my preferred option) because it can't be done manually??? Reluctantly I proceeded and the funds were charged to my credit card and I was told the item would be shipped that day (if it made the courier cutoff time) or the next day and they would send the tracking number. Didn't happen...emailed/messaged/phoned/etc got various lame excuses, contacted again and said I would be cancelling the credit card payment due to non-shipping of my order. Funnily enough, part was shipped that day but by now, 3 weeks had passed...it arrived on 22nd day. They had my payment for those 22 days with no complaints!

Part of the order 'still' has not arrived, and each week I send another email (they don't answer my phone calls since they got paid).

I would NOT recommend this business, I bought from them some years ago but that was a cheaper item and although it was slow to arrive, was nowhere near 22 days! Because they have been in business for a long time I thought they were to be trusted....wrong!!!

Their website is very confusing, pricing is all over the place and often changes on a daily basis, information on sewing machines is incorrect sometimes the photo is for another machine, not the one you are buying. This must be very confusing for new sewers who aren't familiar with each machine.

If they were to ship the missing item that was included in the deal, I would be happier...nobody wants to pay for something and not receive it, but my opinion of this business remains unchanged.

I only want what I paid for....nothing more and nothing less! Just beware of their antics when you want to buy a new sewing machine and don't way you weren't warned.

;-((

Approximate cost: $3200

Needed to buy a new basic sewing machine as my old one does not work anymore. Found a good priced Elna machine on sale on this website and rang the store up on a Sunday. Purchased machine and it was delivered as expected. The assistant was very friendly and helpful which is always a help when buying over the phone. However still learning to use machine but I will succeed