Extremely Poor Service and Faulty…
Extremely Poor Service and Faulty Machine
bought a 15-needle embroidery machine from Heathrow Embroidery after being given all the sales talk about how reliable and professional they were. When I went to collect it, they demonstrated it working and everything seemed fine. The machine is extremely heavy (around 60kg), but I managed to get it home and set it up.
After only three months, the machine broke down. I was repeatedly told it was “user error,” even though it clearly wasn’t. I had to take it all the way back to them myself — despite being told at the time of purchase that they offered on-site servicing. Transporting such a heavy machine was a huge struggle, but I had no choice. They eventually looked at it and made some repairs.
About six months later, it broke again with the same issue. Once again, I was told it was user error, and again they refused to come out and service it as promised. After several trips and much frustration, they eventually replaced it with an ex-demo machine and gave me an additional six-month warranty.
Unfortunately, within a couple of weeks the replacement machine began having issues too. I kept reporting the fault, but was told to “just tap” certain parts inside to realign them. The problem persisted for months. Around nine months later, the machine completely failed again, making a terrible noise — and once more, I received no proper support.
It’s been an exhausting, expensive, and disappointing experience. The machines are clearly cheaply sourced and overpriced, and the after-sales support is nonexistent. I would not recommend buying from Heathrow Embroidery to anyone — the customer service and reliability have been absolutely terrible.