KELLS/Eastex Sewing Machine Co - Houston, Texas

Lili GD

4/26
I got here at 10:15am, wanting to repair my embroidery machine and the store was closed. It says they’re opened at 10am, but I figured maybe something happened. I waited and waited till 11am and nothing. What a waste of time, spoke to the guy before too and was willing to pay $150 for the machine repair. Just went across the street at sewing and vacuum warehouse. I also called twice and nothing.

Shakti Deva

Quick, good work, competitive price, communicative-- quite pleased.

Amy Heavner

If I could give zero stars I would. This is the worst customer service I have ever received. I ordered a new frame for my machine, asked MULTIPLE times "Do I need to purchase anything else to make sure my machine works as soon as I put it together, do I need to order the carriage too?", Response, no, it comes with it. Needless to say that is NOT the case. It took over 6 weeks for it to arrive, which was not addressed to me EVER! Every two weeks, I would call to get an update and they could never give me a straight answer or a tracking number. Mr. Kelly would say I will call you right back with an update and NEVER heard from him until I called the next time. Finally, I had my husband call from a different phone number to try to get me answers. Low and behold, Mr. Kelly was able to give us an update at that point.

Now, I have the frame put together and a machine that won't work.

Pat Davis

I have used them twice to clean a machine and once to replace a part. They did a great job.

promptly

Leslie Barton

I would give negative stars if it were an option. The owner has terrible customer service and speaks down to the customer. My phone number did not get attached to my machine ticket when I brought it in for service. When he found my number, he called and griped at me for not writing my number down on the ticket (even though I gave it to the lady I gave my machine to), he continually spoke over me, and wouldn’t give me a chance to speak. I told him I didn’t want to give him my future business if he was going to treat customers like this. He said I could pick up my machine the next day and never bring it back! When I picked up the machine he would not come out to speak with me even though I requested to speak with him( curbside service only due to covid19). I wanted to give him an opportunity to apologize and win my future business. He would not come speak with me. I’ll be taking my machines elsewhere. Michael, if you are going to own a business you MUST know how to speak with customers or they will take their business to your competitors. You are not the only shop in town!

Pamela Kopfer

I needed a repair. When I dropped it off, I was told what to expect with respect to price and possible added cost for parts. Within the day, I got a call to confirm the cost of parts (which I expected, due to the nature of the problem.) Once cost was confirmed, I was told the machine would be ready the next day. Delay in picking it up was due to my schedule, not their speed in doing the work.

Katie Fredrickson

Prepare for a fun story!

Early September, I took my machine to Sewing & Vacuum Warehouse in Conroe (they also have a Houston location). For a minor repair and a cleaning, they said it would be around $150 and take 3 weeks.

6 weeks go by and I don't hear anything from them. When I called, they said they "didn't know" how much progress had been made. Long story short, I picked up my machine after 7 weeks and I will never trust that company again. Oh, and NOT A SINGLE THING HAD BEEN DONE when I picked it up...

The next day I took my Babylock Evolution to Eastex. The employees there are some of the sweetest, most knowledgeable people I've had the pleasure of meeting! They told me it could take up to 4 days to complete, which already shocked me considering other places I've been almost always say around 3 weeks.

I kid you not, I get a call about 30 hours later saying my machine was ready. Best of all, it cost $50!

I feel like an idiot for wasting 7 weeks and potentially spending 3x what I spent here, trying to give Sewing & Vacuum Warehouse a chance to turn around the experience. At the same time, I'm glad it happened because it allowed me to find the best sewing shop in Houston!

I am now a loyal Eastex customer and will never go anywhere else in the Houston area!

When I asked the employees why they provided such a different experience, here's some of what they mentioned:

- They complete all their repairs in-house, whereas other places send off the machines
- Other companies send customer machines to Eastex! So by going through another company, you're working with a middleman who gets a huge check!
- They are one of few Babylock authorized shops in the area

Don't be fooled by the hundreds of reviews at Sewing & Vacuum Warehouse. Most of them are from SALES not repairs. Anyone can sell you something, but not just any company can keep their promises and give you the best price & quality of service on repairs.

My machine is sparkling clean and working flawlessly!

Denise Smith

Michael helped me when i could not get any help near my home in chattanooga TN. I cannot express how much i appreciated his help over the phone for an extended period of time. I would recommend them to anyone that needs embroidery machine repair or anyone that needs a new embroidery or sewing machine. I cant thank them enough! And i may head to Texas just to say thanks!