I'm extremely disappointed with the service I received recently from Magic Stitch. I took my sewing machine in to have it repaired, as the bobbin would consistently jam up the thread every time I tried to use it.
When I asked them what they would charge me to fix the machine, the husband told me that he couldn't say right away, but that it wouldn't be more than $40. So I asked him to please call me to confirm the price before any work was done.
He called me a few days later to say that it would cost $40, and I agreed. A few days later I received another call to let me know that the machine was ready to be picked up. I went into the store and asked what had been wrong with the machine. He told me that he "did adjustments". When I asked him what kind of adjustments, he kept repeating "some adjustments". I even asked him to please be more specific with the work that was done, because I wanted to know if this problem occurred again. He refused to give me any more information.
As he walked to the back of the store, I payed his wife, but asked her, in as nice a way possible, why her husband didn't want to give me any more information. The husband came back when he heard this, saying that HE was the professional, not me, and that I wouldn't understand if he explained the work that he did. I told him that he wasn't providing good customer service, because as the customer, he has the responsibility to explain the services that I'm paying for. He then told me "You pay me, I fix your machine. This is how business works."
I told him that I was more than willing to pay for his service, but that I felt disrespected that he was keeping me in the dark, and to be expected to trust him without getting any information. I said that I would not be coming back and that I would tell everyone I knew that I felt disrespected and like an idiot that didn't know what he was talking about.
I'm sure they do good work, but the fact that it is not only extremely bad customer service to keep the customer in the dark and refuse to give any details about the work performed, but I'm pretty sure that it's illegal too. It's like a car mechanic refusing to tell you why he charged you $1000 to fix your car! I'm not sure if it's illegal, but either way, he was rude and angry with me for wanting information! It's really too bad.