Sewing Machine Warehouse

Midway through last year I took two sewing machines into Sewing Machine Warehouse to be looked at and, if possible, repaired. One of my machines was quickly repaired, while the other required a part that I was advised would take some time to locate. That was fine, I wasn’t in a hurry and I left the machine with them.nnIn October, I realised that over 12 months had passed and I hadn’t heard anything from them, so I decided to follow up about how the repair was going. On the 31/10 I rang and left a voicemail. I didn’t receive a call back so I rang again on the 3/11 and spoke to Lou. He told me he’d have to look into what had happened with the machine and he’d get back to me within 2-3 days.nnI didn’t receive a call back so today (16/11) I rang again to follow up. Lou answered again and said he remembered my call from last week (it was actually nearly two weeks) and he’d look into what was happening with my machine. When I tried to confirm a concrete day for a call back (not to receive the machine, just to be given an idea of what was happening), he said he wouldn’t be pushed into giving me an answer right then and after a very circular conversation ended up hanging up on me.nnI then rang back and spoke to Katie who said I probably just misunderstood his hanging up as him looking for the machine. She then found my machine and said they would look into what was happening with it. She also told me that I had been bombarding Lou with questions which he couldn’t handle. I again tried to get a concrete time for a call back, but she wouldn’t give one, and I ended up saying I didn’t want them to touch the machine and I’d just come and get it.nnWhen I picked up the machine, I again spoke to Katie. She again blamed me for the way the situation had been handled, made excuses for Lou, said it was a difficult machine to repair, and told me that obviously I had been happy with the way my first machine had been fixed so I shouldn’t let this impact my whole experience with them.nnAfter getting my first machine fixed a year ago, I had had high praise for this business and told other friends with sewing machines that if they needed them repaired or serviced this was the place to go. If they had just called me and said they couldn’t get the part, or that the machine was too difficult to fix I would have understood. Instead they were extremely unprofessional, hung up on me and then blamed me for their handling of the situation. I would no longer recommend their services.

Absolutely the best customer service I have ever received!!nI'm a small business owner doing embroidery, the unthinkable happened when I was doing a pop up shop my machine stopped working.nI stumbled across these wonderful people who not only fixed my machine, but delivered to my home.nThank you so so much!!!!!

My review is about purchasing a machine online. Within the last year I purchased a sewing machine from this retailer. I would not recommend it especially if you live away from the store. I purchased a machine what I had not tried before I bought, which was my first mistake, and the second was that when things go wrong, you can’t just go to the store, but need to ship the machine at your cost. Within the first month of buying the machine it needed major work, and I needed to go through several lengthy calls to convince the owner that it had major problems. It was fixed after iI sent it back. Now for several months the automatic threader hasn’t worked, and the walking foot makes the sewing worse. So, my advice is not to purchase as I did, but to go to a store that is close and test the machines out. I am now stuck with a dud machine, that I cannot afford to ship for repairs when things go wrong. Good luck

Friendly, helpful and my machines always purr after a service or repair. SMW is the only place I’d ever trust with my machines. The cost is always reasonable.nCan’t recommend this family business highly enough.

Answered all my questions about my machine. It is rare these days to get such great helpful service. Very knowledgeable and friendly