Johnston's Home Center — Local services in Benton

Update to my previous March 8th review: I called the store and asked if the machine has been sold. She said it's been placed for sale but not sold yet. I requested her to remove it from sale shelf and that I would be there at the store this week. She agreed. Went to the store 3/12/2025. I was met by an elderly man who listened to my narration. He said it's enough if I pay $100 for the service and $40 for Bobbin replacement. We were pleased to hear that. My Mother-In-Law wanted to check if the machine was running smooth. He checked the machine himself by test stitching a piece of cloth. The thread work was not smooth. He said the lady who repaired the machine had put a bobbin that wasn't a perfect fit for the machine and he replaced it with the old original bobbin and the machine worked fine. He said he was glad that we asked him to test the machine. He then patiently showed us how to thread the needle and use the digital stitching options. I thanked him for all his time and effort and asked for his name. He said his name was Johnston. He is the owner of the company and he has been running this business for 50 years now. He then told us to pay only $100 for the service as the new bobbin didd not fit. We were so glad he was present in the store and I appreciate the way he handled customers.

When you go here for any service, please make sure you get the name of the person dealing with you and get in writing what ever they promise or record the conversation on your phone.

Walked in last Saturday March 1st 2025 with my Mother-In-Law to enquire about her sewing machine a basic computerized Brother machine, which was giving some trouble. The person in the service center who checked the machine said, the "tension" needs to be adjusted and for a full service it would cost $90. He said if any parts needs to be replaced they will call us and let us know the cost and we can decide whether to change the parts or not and that Bobin gets replaced anytime a full service is done and we would be getting a pack of needles. So we filled the form for a full service and left the machine with them. Today on 8th March, we received a call from them that the machine is ready to be picked up and that we have to pay $216. We were shocked to hear the amount. We explained that was not what was told to us the day we handed the machine over for service. I said if we were originally told the correct amount, we would have decided not to give the machine for service and said I am not going to pay $216. For which very bluntly I received a response, either you pay $216 or we will sell the machine. I yelled at her about the way this is being handled. She said you are yelling at me, I can't do anything. Yours is a computerized machine and for a computerized machine this is the cost. It's only for a basic non-computerized machine, the cost is $90. I said then they need to train their employees well to not misinform customers.

I then asked to speak to the store manager. Another lady came online and said she was the store manager. I re-iterated all that happened and said they need to train their employees well so this does not happen to other customers and she said yes. She asked if I knew the name of the person I gave the machine to. Unfortunately I did not ask for his name. The manager said either we pay $216 or they will have the machine sold. I said for that amount I could get a new machine. They can sell it. She said "Fine" and disconnected the call.

I am still in disbelief at what just happened and how some businesses operate with poor...

Technically I don’t think they deserve one star...this was my second time in here...both times I was not greeted by ANYONE, first time I wasn’t too concerned as I was just wandering and wanted to see what all they had. Second time I wandered a while and was waiting to see if I could talk to someone, nobody had name tags on so I didn’t know who to talk to and the ladies that were helping customers kept talking for quite a while And even though I was kind of hovering by them they never one said hi I will be with you in a min or asked if I needed help. Then when I did find a cute pattern, I decided I’ll go check out and hopefully talk to someone when I’m walking out, I patiently waited in line almost 10-15 min, then when it was about to be my turn an older lady walked right in front of me, and the lady at the register didn’t say anything, was going to act like it was ok and that nothing happened. I got so frustrated I ended up leaving...I guess if I’m not in their little sewing circle group I don’t get paid attention to at all. And I was going to do some serious business with them...but guess not anymore. More than anything it’s just very...

Recently my Samsung washer started doing crazy things. I called Johnston’s and they bent over backwards to fit me in for a repair. Initially, we were sidelined by Samsung tech-support. They couldn’t figure out what was wrong & gave up, but Johnston’s staff, Sarena and John joined forces and knocked it out of the park! John listened to my description of the issue, took the machine apart and found what was wrong, Sarena helped acquire the part, John got right back in here and replaced the faulty part. It was just as suspected… A valve had broken off and was lodged in the pipe, causing all the problems. It was a team effort and I appreciate their kindness and willingness to what I call “true customer service”! You don’t see a lot of that anymore these days. I’m a Christian, so I have to give glory to God because he hooked me up with these guys…and because they allow God to work through them… They’ve got my business! See… all things work for the good of those who love Christ! Thank you, Johnston’s….Benton, AR needs more...