08/31/2026
I’m asking our Sew and Saw customers for a little help today. ❤️
This morning we woke up to the 1-star Google review pictured above regarding a machine we evaluated back in March of this year.
What concerns us isn’t simply that someone was unhappy—we understand that not everyone will agree with every decision we make.
What concerns us are the suggestions that we didn’t take the time to properly look at her machine, took advantage of her, or were hoping she would simply purchase a new machine.
If Sew and Saw has repaired, serviced, diagnosed, or evaluated a sewing machine for you, would you please take a minute and leave us an honest Google review about YOUR experience?
Whether we fixed your machine, showed you what was wrong, helped you solve a problem, or even told you that we didn’t believe it made sense to spend more money repairing it—your experience is the best representation of how we actually take care of our customers.
I’ll put the Google review link in the comments, along with our complete response to this review.
Now, for those of you who want to know what happened…
This machine came to us not sewing. During our inspection, we found a cracked component in the bobbin/hook-race area. We showed the customer the cracked area when she picked up the machine and explained what we had found.
We then determined that we could not obtain the replacement component.
So we stopped the repair.
Could we have continued working on the timing and potentially gotten the machine sewing? Yes.
But that isn’t the same thing as properly repairing the machine.
As a professional repair shop, we are not going to continue spending a customer's money adjusting other parts of a machine when we already know there is a damaged component inside it that we cannot replace.
A cracked component is still a cracked component—even if you can adjust the machine enough to make it sew.
You can put duct tape on a lot of things and make them work. That doesn’t mean they’ve been properly repaired.
Damage in the bobbin/hook-race area may contribute to problems involving alignment, timing, skipped stitches, bobbin thread catching or other stitch-formation issues. So even if the timing is adjusted today, the cracked component we found and showed the customer is still cracked.
We are genuinely glad her husband watched YouTube, adjusted the timing and got the machine sewing. We sincerely hope it continues sewing for a very long time.
But we would never knowingly send a machine off our professional repair bench with a damaged component still inside it, charge someone for a completed repair and tell them, “It’s fixed.”
A repair is not complete when we know an unrepaired defect remains.
Rather than continue adding labor charges to something we could not confidently repair to our standards, we stopped. Instead of our normal $110 service fee, she was charged $40 for the diagnostic work already performed.
And one other thing is very important to us: we show our customers what we find. We don’t simply hand someone a machine and say, “Sorry, we can’t fix it.” We bring customers to the service area or show them their machine and explain what we found and why we are making the recommendation we are making. That is exactly what happened here.
We stand behind the decision we made with this machine, and we stand behind the integrity with which it was handled.
❤️ If we have worked on your machine, please share your own honest experience on Google.
And please—don’t argue with this reviewer or respond to her review. Just tell your story.
Your experiences will speak louder about Sew and Saw than anything we could ever say about ourselves.
