28th March 2018 - Sally Johnson
I bought a couple of sewing machines from GUR - a Janome Coverlock machine, and a Budget ex-Demo Pfaff Hobbylock 2.0. As it happens, GUR had run our of their ex-demo machines, so they sent me a brand new one without hesitation!I ordered a number of attachments at the same time and I was really impressed that every single item was in stock ( not one item had to remain on back order ) and everything was delivered safe and sound in very short order!
The Janome worked brilliantly straight from the box as you would expect from such a highly respected company. I could not be happier with this purchase!
Unfortunately, I had a number of problems with the Pfaff that appeared to stem from unusual issues with the tension devices on the machine. I ran a number of tests with the machine, cleaned out the tension controls, but it still exhibited significant problems. This is a great shame, as the machine is quite pretty and, when it works properly, produces nice pretty stitches - for an overlocker.
The sales manager from GUR rang me personally and we talked through the specific problems I had in great detail. As a result of that conversation, he agreed to swap the problem machine out, and I upgraded instead to a Janome 6234XL, paying only the difference in price.
Within days, the new machine was with me and worked brilliantly - even on the factory supplied threads with which the machine was supplied. The result is ... one very happy and satisfied customer.
On the evidence of this experience, I would say that GUR take customer service and satisfaction very seriously indeed. I will be going back to them fairly soon for my next purchase - a Janome 6600P!