Buzz 2 Stitches - Poor Customer Service?

Well ladies, I don't know about you, but I thought that for the price they charge, Buzz 2 Stitches would be a pretty upstanding company, right? Apparently NOT.

My first experience with Buzz 2 Stitches was when a friend purchased their product, then waited several weeks, through several explanations of "It's going out tomorrow", up until the point that she threatened a chargeback before she actually got her product. I figured it was an isolated incident until today, when this was left on the blog as a comment:

How is this for customer service? A friend wrote the following:

last month I purchased Buzz 2 Stitches from their website. I paid with paypal, noting in the message area that I wanted this program to make embossed designs, and asked if that was possible.

They shipped the program. The day I received it, I played around with it and realized it was not at all what I wanted and that I could not do embossed designs.

I wrote to their customer service people, and they confirmed that it probably wasn't the right program for my needs.

I asked how I go about shipping it back for a refund. In a round about way, they told me to check the website. I did, and it said I had 30 days for a full refund.

I also called their 800 number and left a message that it was coming back and I wanted to confirm that the address on their package is the correct address for returns.

Nobody got back to me.

I sent the package out with delivery confirmation and tracking. That was like 14 bucks.

TODAY -- I got it back, marked REFUSED.

This is war

I just sent them a lovely email

I am wondering if I have any recourse with Paypal. Does anyone know how that works?

I'm pretty appauled at their customer service and support.

Not exactly a ringing endorsement, right???? Embroidery Enabler is a big supporter of Embird. I find their products to be reliable, fairly easy to use once you get involved and widely used and supported. My advice? File for your PayPal dispute, if you're still within your time period to be able to do so. If you're still within your 30 day period to return the software, I'm sure that you're well within your PP timeframe. When you get your money back, go buy Embird. I would suggest getting it from www.SecretsOf.com because they will give you bonus points that you can use to buy designs. Might as well get a little bonus, right? Then spend the little bit of extra money and buy yourself a GOOD tutorial - I highly recommend anything by Carolyn Keeber. Start out with the basic Embird platform and then work up to buying the Studio upgrade. You won't regret it.

Please let us know how this turns out for you. In the meatime, addicts, boycott Buzz 2 Stitches.

-Embroidery Enabler