SewingmachinesplusReviews of sewingmachinesplus.com

Response from SewingmachinesplusMay 23, 2026

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 [email protected] 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.

Response from SewingmachinesplusMay 21, 2026

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 [email protected]. We mean that sincerely.

Response from SewingmachinesplusMay 21, 2026

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 [email protected]. Happy sewing!