Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tried to work it out the the company but giving them time now they dont respond to emails nor calls besides ****.. a certified tech clearly stated this company sold me a faulty machine

  Business response

  01/02/2025

  
  
  We have received a machine from the customer for electronic inspection and repair. The customer experienced some delays in sending the machine to us.
  
  Our team has completed the electronic repairs and we are currently in the process of fine-tuning and finalizing the remaining repairs.
  
  Attached, you will find the following:

  
  1. Two attachments containing recent conversations with the customer from this morning.
  
  We appreciate your patience and understanding as we work to resolve this matter efficiently. If you have any further questions or require additional information, please feel free to contact us.
  

  
  

  Customer response

  01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a used machine in December of 2023 for $22,660. Despite several follow-up phone calls, it took three months to get the machine delivered. Once delivered, it took weeks to get scheduled for training. Once scheduled, it was discovered that the *** reader is malfunctioning. Ensuring that the machine was functioning properly was part of the explanation for why it took three months to have the machine delivered. We have now waited another month for this company to examine the part. No update. I called this morning and got the typical response. "The guy is not in, someone will call you back." They never do. This company is highly unprofessional and I am not going on five months after purchase and I still can't use the machine they sold me. This is absolutely unacceptable. Of course the agreement we signed says the sale is final but this should be void considering the machine itself is not usable. I am absolutely irate and want a refund. I do not want to work or endorse this company any longer.

  Business response

  05/21/2024

  Customer was having issues with reading files off their *** sticks.

  Our tech determined it might be the *** drive so he had them send their *** drive to us.

  The *** drive checked out GOOD when we received it but, we didn't have a replacement in stock at the time.

  Once stock was replenished, we sent customer a new drive.   Customer reported same issue.

  With additional tech support, it was determined customer was using a MAC computer to format their *** sticks which was not the correct format for their machine.  We sent customer a windows formatted *** stick which then worked.

  We suggested to customer that they purchase a laptop compatible with the format requirements needed for the machine or use software tools (if available) that will will be the correct formats.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction - October 5, 2022 iNVOICE - ***** Amount Paid - $8,975.00 The Embroidery Warehouse committed an operable Tajima TEHX-C1501 embroidery machine to be delivered with machine stand. Order included 3 sets of tubular hoops, Cap system with 2 cap frames, thread digitizing, lettering and editing software, USB Upgrade and USB to WiFi capability. Order came with 1 year warranty on non-consumable parts. The nature of the dispute is that the machine delivered has never operated properly. Since delivery in October 2022 the machine has sat idle.Within the first month of the machine being delivered the Embroidery warehouse sent two different machine boards and provided technical support over the phone. None of these actions were able to get the machine working properly. They have offered to send a lower cost machine to replace this machine and use the difference in cost to pay the shipping cost which is unacceptable to Halftones LLC since the delivered machine has never worked and we feel that we shouldn't have to foot the bill for them shipping the new machine and returning the non-functioning machine. Since mid-November I have sent numerous emails and placed numerous calls to the Embroidery Warehouse with no response back to us (Halftones LLC). In essence we have paid for a product that is useless to our business and for the past month and a half have had no response to resolving this matter.

  Business response

  01/16/2023

  The machine was shipped and delivered. The customer reported some issues with **************. October 20th the technician did video and phone support for the reported issues. He was sent a video of the machine running and functioning correctly. Shortly after (a few days) another issue was presented and the same technician assisted with and helped correct the presented issues.The tech calls persisted from OCT. 20th to Dec.20th.Throughout the service calls we were shown that multiple different articles of clothing were embroidered on and in fine quality. The warranty provided has covered all concerns with the machine and we have offered video support to cover all issues the customer has stated. However the issues involved have been not a concern for the machine not operating correctly, but that the operation and functionality of the machine needs to have more experience and training on the customer base to help improve the quality of operation. We did offer a lower priced machine as replacement, at customer request. The customer wanted the full difference in costs between the two machines repaid and shipping of both machines covered by the seller. However, our policy does not include the shipping of the original machine nor the shipping of the new replacement at our cost based off of the signed sales contract. Our techs do not feel the machine is inoperative but perhaps needs more time assisting customer with issues they might be comming up with. We have reached out again to the customer to schedule another video call to get them the assistance they requested.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a single-head embroidery machine from this company. It was delivered to me this past September. The machine has a 1 year warranty. The machine broke down during the second week of December. I called to report this. I did not receive any call back or email acknowledging my issue. After repeated attempts, someone did return my call. I described the issue to them, and was told a technician would call me. When I did not receive a call, I called them again. I spoke with a man named ****. He acted very cavalier and told me he is just "hourly". The next day a technician named ****** called me. He began helping me troubleshoot the issue, then I explained to him that I would have someone in my shop the next day, Saturday. I asked him if he would be in and he said yes, that he would call me at 10:30 am CT. I waited at my shop until 4 pm on Saturday, but he never called. I have since disputed the funds I paid to this company with my credit card company. When I said this to a woman I spoke with at the company, she got very irate and told me this was "stealing". After the call, a man named **** called me later that evening. He said someone would call me the next day - I never received a call. It seems that once this company gets your money, they want nothing to do with you. All I ask is that they honor the 1 year warranty, not to slow-walk it until the warranty expires.

  Business response

  12/27/2022

  ****** has been talking with ****** as well as his employee.  ****** said that he was not able to work with ****** because the employee was the one who was going to be doing the work on the equipment was not there, and had to reschedule, etc.  We have been closed all this week due to Christmas holidays so most all our staff is no in at the moment and we are experencincing back logs but, ****** is for sure in contact with both ****** and his employee.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July *******, I contacted the business of the embroidery warehouse VIA email and spoke to sales representative ****** regarding the purchase of two Tajima embroidery machines which were listed online for $1600. I informed ****** I would like to receive an invoice regarding the purchase of the two machines and would like to proceed with the sale. I received an email from ****** stating the price was $16000. I informed ****** the sales price online was listed as $1600 and I would like to proceed with the price as advertised. ****** shortly after stopped responding to my emails and phone calls regarding the purchase of the two embroidery machines and shortly after the price was changed. I sent another email stating I was interested in another machine listed on the website but I received no reply. I had my business partner contact the business also ****** and was immediately notified by ****** of the price for another embroidery machine I was interested in as well as a phone call regarding how to proceed with the purchase of the machine. I have the emails sent as well as photographs of the price listed for the two Tajima embroidery machines prior to not being responded to as well as the price being changed.

  Business response

  08/05/2022

  We sell used equipment and our inventory changes daily based on availability.  Any estimate is good until either the equipment is sold or estimate has expired.  All sales are first come first served; deposits are encouraged.  We do not have anything in our inventory for $1600 at the moment. 

  Customer response

  08/08/2022

  Complaint: 17649989
  
  I am rejecting this response because: due to the item being listed for the $**** isnt it a policy to honor the price as listed instead of not communicating with the consumer until after the price is changed. I have further emails to show how I attempted to purchase other machinery from the business and sales person ****** stopped all communication as I asked would the price be honored. I have further documentation to suffice this. I had to have my business partner email the same sales person ****** regarding this ur basing another set of machinery to get a response about the confirmed pricing for another item. Further emails can be provided for the contact they had to suffice my complaint. 
  

  My question is this since the price was listed at **** the price should be honored and not hanged after he stopped communicating with the potential buyer. 

  Regards,

  
  Dureyea' ******

  Business response

  08/08/2022

  The machines were sold to a local customer who came in and picked up at our location with cash deal, they are no longer available and sold while customer was inquring.   The buyer of the equipment came in around the same time customer inquired about the machine and shortly purchased thereafter. Because they were used equipment, we only had the pair and have nothing similar to offer for the price nor are these specific models we keep constant inventory of so we only had the pair.  Customer inquired about other used equipment with various makes and models after that, all of which are listed with prices online.  Due to the nature of reselling used equipment, when equipment sell, we might not have anything else similar to offer.  Its recommended to watch our website as deals pop up a lot.  Our website is equipped to take online purchase as well without salesperson contact and the customer could have made a purchase online as well to secure the deal.  No formal offer was sent to customer as the equipment sold before any information to create the estimate was provided.   There was no transaction that took place and nor was customer asked to send any funds.  All correspondence was done over phone and email.

  Customer response

  08/08/2022

  Complaint: 17649989
  
  I am rejecting this response because: thats understandable you dont have anything for **** at this time , however since you have Tajima  machines available would you create a package for two or one of the machines and honor the price that was advertised prior to being changed. And the sales rep stopping communication. 
  
  Regards,
  
  Dureyea' ******

  Business response

  08/10/2022

  Attached is our current new and used inventory list with prices.   If you see any deals, i highly recommend you jump on them fast as the used embroidery machine market is hot right now and machines move quickly.   You can purchase directly on our website as well to speed the process up and take them off inventory.  Unfortunately, we do not have any of the same models you were interested in before as they have all been sold out.

*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. ↩