Report: #970524

Complaint Review: Sewing Supply Warehouse

  • Submitted: Sat, November 17, 2012
  • Updated: Sat, November 17, 2012
  • Reported By: Disgustedcustomer — Fillmore California United States of America
  • Sewing Supply Warehouse
    1900 Tamiami Trail Unit 114
    Port Charlotte, Florida
    United States of America

Sewing Supply Warehouse Expert Sewing Avoid this business like the plague! Port Charlotte, Florida

*REBUTTAL Individual responds: Distorted Retelling of What Really Happened

Show customers why they should trust your business over your competitors...

I ordered a sewing machine part from this company and then decided I didn't want it. I emailed Gary five hours after the purchase to cancel the order. Gary is the CSR indicated on the website who has his email listed in the return email I got after placing the order. I called the next morning and spoke with Gary who told me it "was good that I called since he didn't check his emails often". He also told me that the company had no mechanism to cancel a mastercard order, only visa and that I would have to take up the pending charges with my bank.

So I did. I had my bank - Chase - create a conference call with Gary. All Gary had to do was tell the CSR with Chase that the order had been cancelled. Instead, Gary went into a rascist rant (the Chase CSR was Eastern Indian) and refused to cancel the order and hung up on us. I was so appalled I had the CSR call back immediately and we got the name of the owner of Sewing SUpply Warehouse - Ron Hodgson - and requested to speak with him directly. We were denied.

I wrote a letter to Mr. Hodgson lambasting him and his company for having such a terrible employee as Gary. I will never do business with this company and advise anyone reading this to do the same. I bought the part from Brother - the same company that makes my sewing machine. They were polite, helpful and courteous. These attributes should not be relics from the past! With so much online shopping done, there is no reason for rude treatment. The charges are still pending on my mastercard. AWFUL COMPANY!!!!
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This report was posted on Ripoff Report on 11/17/2012 06:59 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Individual responds

Distorted Retelling of What Really Happened

AUTHOR: SewingSupplyWarehouse - ()

True -- This person ordered an item on our website and then called the morning we received the order to cancel the order.

True -- The order was canceled right then while she was on the phone.

True -- She was told that it was good that she called because we already about to ship the item---but she was NOT informed that we neglect our emails. When focusing on pulling, processing, and shipping orders some time can pass between checking emails and other secondary tasks.

False -- She was not told that it was our company that had no mechanism for canceling a MasterCard order. This is simply not true in any way. At the time we accepted Visa, MasterCard, and Discover. Of the three only Visa had a "mechanism" in place for the merchant to cancel or void an authorization. We never charged this customer any money. Upon completion of checkout an authorization was created. The authorization was not turned into an actual charge. With no "Void Authorization" button available for this credit card type the authorization would have to, as she was informed, simply expire and drop off of her account naturally (usually a couple days). Note: the purpose of the Void Authorization is simply that the authorization is disabled from being able to be turned into an actual charge.

True -- She was advised that the authorization (for the $23.99 item) could possibly be terminated from her bank's end.

True -- She called us 2-3 more times, the same day, progressively less pleasant about the authorization (that was beyond our control). By the third or fourth call she also had a third party on the phone line--a person of unknown relevance. Since we had no idea who the third party was, and given her unpleasant nature, and frankly I wished to return to work, she was reminded that the order was cancelled on her very first phone call and there was nothing further we could do. She was told that I needed to get back to work and she was let go.

False – Very untrue in fact. No racial reference was stated or implied on our part. She was simply told that we did not know who her third party person was. Any racial aspect to this incident can be solely attributed to the person who creatively wrote the original complaint.

Unknown – I am not aware of any contact this person may or may not have had with our owner.

Odd – When canceling her order she specifically indicated that she realized the item she ordered actually had come with the new machine she had just purchased---and it does. Her creative story about buying it from another company and how nice they were is surely another fabrication intended to further harm our otherwise good standing reputation.

Conclusion – This person seems to be very angry about something and we seem to simply have had the misfortune of crossing paths with her. We hope can find some peace of mind in the future.

Also note – We have since changed our credit card merchant to PayPal. They accept all four major cards in additional to PayPal and provide the mechanism for each--that Visa pioneered—the Void Authorization button. G.

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