Complaints

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The date of the transaction was 2/13/24 and the amount was$ ******* for a New Tech 9920D. the issue is the machine came broken from the factory and i asked if they could replace the part a thread tensioner and was told the part is on it was after about 3 months the part never came all the time i been in contact with ***** asking where is the part. He told me the part is on it way after about 4 months a part came in and i was not even close the part for the machine. I called and emailed again and was told to ************* i said i sent 3 or for emails with the picture that he asked for and still nothing. We came up with a temp fix and the machine was working for about a day. I went to turn on the machine and it would not turn on the machine is dead at this point and i asked ***** at Goldstar tool again about the parts and he said he would contact China and see when he could get the parts and thats been since July i email and call this company i have offer to pay for the parts and i still get nothing. I have copy of all my emails from Goldstar tool i can send them if needed. Oh and i never got a owners manual for this machine and ask if they could send me one either by email of ship it i still have not gotten anythine. The onlt time this company does anything is when i call. I looked online an other people have complained as well. All i want is refund or a new machine.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order, was charged for it, then I immediately canceled the order because I found a better product for a better price from a real distributor. Obviously this was no fault of GoldStar at THAT point. I was told over the phone by their service rep that my order was successfully canceled and I would be refunded. Now after almost a month and many emails and calls to the incompetent service department I STILL HAVE NOT BEEN REFUNDED. *** even spoken to the owner ***** directly on the phone and over email. He just mumbles something incomprehensible or writes me an incomplete sentence saying the same thing the service team has said. They have assured me that Ive been refunded, and even claimed to have pushed a refund through while I was on the phone with them. I have no recourse since there was never any emailed confirmation of my cancellation, and now its been almost a month of dealing with this. I called and emailed again yesterday and today and got more of the same your refund is coming. Not to mention that their customer service person **** starts giving me attitude and talking over me while Im trying to express my frustration with the situation. I work in customer service, I deal with people all day and I get it but thats just pitiful. Also I was appalled when I did some research on the ResellerRatings reviews they so proudly show on their site. That review site is itself a scam that bad businesses use to dupe customers. Notice the plethora of 1 star ratings on TrustPilot, BBB, ******* Yelp and other reputable review sources. Of course they would try to get away from those. The review site is fraudulent and they shouldnt continue using it.

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband bought me an industrial Sewing machine from Goldstar for our anniversary in October. When I put the machine together the crank wheel was locked. I called them for a resolution because I thought there was a part missing. They tell me it is indeed there and I need to schedule a troubleshooting video with *****. While on the video chat with him, he said he would send a new machine out to replace it. After 2 week, never received the machine. Called back and was told to contact Avi in shipping. After, many more calls, got Avi and he tells my husband to ship the machine back. He expressed to him that we did not have the original box and he said that they could send us a box ************ in bubble wrap and put it in a box. Mind you the week before this, ***** had told me replacement will be sent. So I sent it the way I was told to and *** receives it and states its damaged and there is nothing they can do. After many more calls, I finally got ***** on the phone and he says don't worry about I will make it right and they will send a new one out. That was almost and month ago and still no machine. I have called several times and was told they would send it out. ***** kept day he will make it right, He then tells me to stop calling him and only speak with ***. More call finally get ***, and he assures me he will send it out and send tracking....never got it and that was a week ago. I call back on Friday to get the update and when they find out it is me they put me on hold for 45 minutes and then I call back and they tell me they Avi is not available. They tell me they will take a message and my phone number and they will call me back (NO CALL BACK) this has happened at least 15 or 20 times. My first call to them was on 11/19/2022 and as of today's date (02/12/2023) No resolution. Not to mention ***** refuses to give me my money back. I NEED HELP!!!!!!!!!!!!

• Initial Complaint

  01/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello I bought an Industrial sewing machine from ***** at Gold star tools. He was a very nice man at 1st. He promised he would stand with me if i had any problems. I have a big problem..After I got the machine, he wouldn't talk to me anymore. I called to tell him he sent the wrong machine. This machine did not have the same computer programmer on it as the machine I ordered had. It doesn't have several other components also. I sent him pictures. Which he hasn't responded to. This machine has an E7 error on it and will not work. ***** gave me a 6 mo. warranty on the machine. That they would fix it, replace it or return at their cost. I have had it 3 1/2 weeks. I can't get them to help me. They don't take my phone calls. They got my money. That's all they wanted. ***** knows I am a widow on SS. I can't afford giving him money and doing without. Please Beware of this company. Especially *****. There is another man named Avi. He is no help either. They will stand and smile To your face. Don't turn around and don't give them money.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a new Consew sewing machine from Goldstar tool Cutting and Sewing supplies at ******************************************************************** on Nov 03 2022 for $999.00 plus $1 shipping and it arrived damaged on November 25 2022 on *** tracking number 1ZV29F474294784377. I received the machine with a broken boss that holds a threaded shaft leading to the feed dog, which I believe will fall out and cause further damage to other internal parts, if used. I was asked to provide photos of the damages to file a *** claim on 28 Nov 2022, which I did. Then he wanted photos of the box again on Dec 20 2022 which I also sent and now Avi requested a video on 1 Jan 2023 which I also sent him. The shipping manager, ******************** has suggested, contrary to the return policy, that I use the machine in its present condition and if it does fail and anything breaks, then they will be responsible for the damages. However, their return policy on the website clearly states that once used, the customer is responsible for return shipping and/or a 20% restocking fee if the item is returned for a refund. I have explained my concerns more than once to Avi and refused to use it. I last spoke to him again on Jan 11 2023 to demand a return shipping label to exchange the machine as per their policy. I have yet to receive said return shipping label almost a month and a half since I first spoke to Avi when he is not somewhere else delivering things or occupied doing something else in the warehouse. I suspect he is avoiding speaking to me so that when the 90 day warranty period elapses, that I will be directed to deal directly with the manufacturer to repair the defective machine. At this point, I have purchased another machine at a different dealer and I am demanding a refund for this broken machine from Goldstar.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a **** sewing machine in April 2022 from Goldstar Tools and almost 4 months later we still didn't receive our machine. Asking many times throughout for an estimate delivery date and there was always an excuse. We requested to cancel the order late August and sent 2 emails approximately 2 weeks apart asking to cancel and a refund with all the information the owner, *****, requested to be placed in the email. He is the only one who can issue refunds. Here we are 3 months later and after numerous calls and messages, we're still getting the run around and still haven't received a refund. We've tried to work with ***** on this and have been nothing but nice and polite with him, but we're not getting anywhere. We've tried working with our credit card company but since it's been so long after the initial purchase date, they're not able to help. I've had to call using *67 to hide our phone number just to get through to him. Even though they have terrible ratings, I decided to give ***** the benefit of the doubt because he was so wonderful when we first spoke and took 30-45 minutes to speak with me and made me feel comfortable with his knowledge and friendly demeanor that I took the chance to work with him! I'm very upset that I didn't heed the warning of the reviews.

  Business response

  01/13/2023

  Business Response /* (1000, 15, 2023/01/13) */ After correspondence with the customer a refund check was issued to the customer in the amount of $5875.99 for Order #****** on January 6, 2023. Consumer Response /* (2000, 17, 2023/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) After many months or attempts to work with the business owner through emails, voicemails and texts, I finally decided to go online to post reviews. I submitted Google and Yelp reviews and responded to various FB ads with our issue. I also created my own FB group to inform other customers who have had issues with this company and encouraged them to join. We were asked by the owner to take down our reviews but we informed him that we would not because we have been trying for over 5 months to get our refund and tired of waiting. David, the owner, finally sent us the check for the full amount but the reviews will not be removed until their customer service to others improve.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a $2,000.00************* sewing machine. The product is defective (it does not sew at all) and owner refuses to replace or repair! This machine came on a pallet bc it weighs like 200 pounds! I am*************************************** to just not get a product I ordered! A ball bearing flew out of the stitch length area (luckily I had eye glasses on at the time). I want a replacement that works! He has offered a new head. 1. I paid to have this machine installed knowing I could not lift it. 2. I am not a sewing mechanic to put it together (that's why I paid for that service. Please help me! I don't have $2,000.00 to give to a scammer! Pictures show ball bearing on a piece of tape. and the other show how feed dogs of the machine do not come up with needle up or down! Thank you for your time in this manner! ****************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 17th I purchased a Juki-DDL-9000C-FMS industrial sewing machine from GoldStar Tool for $2500. ***** (the owner) sent me the lower-end model Juki-DDL-9000C-SMS which retailed for $1899. My order has been a complete nightmare since the beginning. I was sent the wrong machine!! But it gets far worse.....the machine I received is designed for a 220v factory electrical setting, not your normal 110v home electricity as advertised. Every time I turn on the machine all my electricity shuts off after 30 seconds or so! My house is new, and I have several other industrial sewing machines that run with no electrical issues. ***** blames my home electricity and says it's not the machine and not his problem. Finally, this machine has thrown an error code indicating the pressor foot sensor is bad. Again, ***** refuses to make it right. He told me he would contact **** about the problem. My husband and I have spent so much time on the phone trying to get ***** to help make this problem right. He eventually stopped taking our calls and ignoring emails. I am sitting here with a massive paperweight, and I'm out $2500, this is their mistake to fix and make right. The machine is the wrong model and defective. I'm not accepting a machine that is different than what I ordered, or a defective machine. I made a purchase for a specific machine and I would like to have the correct model Juki-DDL-9000C-FMS sent to me for replacement or refund my order of $2500.Order# ****** Tracking#1ZV29F470370309696

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased 8/12/2022 - Order # ****** ************************************************************************ Sewing Machine With Table and Servo Motor Head Only:No, Thank You.Upgrade to T-Leg Table w/ Wheels:No, Thank YouInclude Flatbed Attachment:Yes, PleaseAssembled or Unassembled:UnassembledIf ASSEMBLED, ship to residential address:No, ship UNASSEMBLED This is an $1800 machine which does not work - we have called and called and have sent them video's showing them the shaft is bent. It was received with the shaft bent and we verified with a sewing technician. They keep telling us they are going to send a replacement and then don't. I want my $1,800 back or a new machine.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩