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Embroidery Central, Inc. BBB Business Review


+1 (800) 428-7606

© 2017 Embroidery Central

Customer Service & Support

HOW MAY WE HELP YOU?
Phone
Toll Free: +1 (800) 428-7606
Local:+1 (435) 755-0486

Hours
9:00am-5:00pm M-F
Mountain Standard Time

Email
info@embroidery.com

Mailing Address
1638 North 200 West
Suite G
Logan, UT 84341
It's a big Internet out there, and with many websites it's almost impossible to reach a "real" person who can help you. But Embroidery.com is different. Our customers have learned that our Customer Service Department stands unequaled in friendliness, helpfulness, and efficiency. Our goal is to help you have a positive shopping experience on Embroidery.com, and we are ready and eager to help you with any questions or concerns you may have. So if you need us, please contact us--we're "real" people, we really care about our customers, and we are here to help you.

"I use the Internet for just about everything. You have an excellent site, with ease to use and fabulous selection. Your response to any inquiries, comments, suggestions, or complaints is by far one of the very best on the Internet. By phone, you're much more helpful than most . . .you are ALL terrific!!!!!" -- Jan in Montana

"Hi folks -- I don't know if I' ve ever told you what a great service you are to my business. If I am helped I can't imagine how many other small, out in the middle of nowhere little shops enjoy your service. Keep up the great service, prices, and selection." -- Nancy in New York

"I just wanted to say in this note that embroidery.com continually amazes me. There are always new designs being added and the convenience is incredable. I am so pleased with your site...I think everyone who embroiders should look to you guys first! When I want something specific, I always go to you first. I actually purchased a couple of patterns from another site,at the request of a customer, who was standing there waiting for the designs to arrive...much to my chagrin, it took till the next day before they were emailed to me. I really do appreciate the fact that you pre-approve your customers and email immediately. One of the things about my little business, is that I try to get orders out as quickly as possible & your stuff is here right away! As an afternote, I appreciate the availability to critique the different designers. I live in British Columbia in a small town that is 3 hrs from the nearest city...and even in the city, I couldn't find embroidery stuff. Your site has opened up a whole new aspect to my little home sewing business. ....with the Internet, we truly are only a mouse click away! " -- Marcy in British Columbia

"I want to congratulate you on your wonderful web site. Unless I have a complaint, I rarely write to companies. In all fairness, it seems appropriate to express appreciation to companies like yours. Like most of my friends, when I want something, I want it yesterday. To be able to go to Embroidery.com at 11 p.m. (or later!!), browse through your designs and download them immediately is shopping heaven for me. Your constant flow of new designs, your bargain introductory prices, your very, very beautiful, very, very usable free designs are reason enough to check your page frequently. The ability to download the same design again and again has saved me hours and hours of searching for that same design or searching for the color sequence. I have never had a problem downloading, I have never had a question (sent to your convenient e-mail address) go unanswered for more than a few hours, I have never had to worry about whether I downloaded in .pcs for my Pfaff 7570 or in .pes for my Brother 8200 because I can get it fresh from your site, no matter what. " -- Janice in Florida

More Comments

Inez Fay H.

I am wanting to place an order for some embroidery designs . My session # is 23281941 . I will need these on CD's and cannot find where to do this . Thank you for your help in this matter . If you cannot help me I will have to find these somewhere else . Thank you . Inez Fay Hulsey hulsey.momdad7@gmail.com

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Heather B.

Hi, Inez. Thanks for the question. We don't have an automatic way to order a CD of a stock design order online, but you can order one by calling us on the phone. Please note that there is a $10.00 fee for ordering designs on CD. Our number is 800-428-7606.

~Heather
info@embroidery.com

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Linda O.

Hi! I was looking at the Hemmingworth embroidery collections 1 & 2, it's saying that it's on back order, when will they be available? Also, how much is the shipping cost to Canada, I guess I should also ask if you ship to canada

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Heather B.

Hi, Linda. Thanks for your message. Hemingworth Sets 1 & 2 are available for order now (I have removed the backorder dates, as they are no longer on backorder). Shipping to your location in Canada would be $48.93 for USPS First Clas Mail Internation. Please let me know if you have further questions.


~Heather

info@embroidery.com

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Inez Fay H.

I am trying to order from your site. I would like to get my order on a CD, but can't find anyplace to submit the order as such . Can you help me ?

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Heather B.

Hi, Inez. Thanks for the question. We don't have an automatic way to order a CD of a stock design order online, but you can order one by calling us on the phone. Please note that there is a $10.00 fee for ordering designs on CD. Our number is 800-428-7606.

~Heather
info@embroidery.com

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Gail F.

Does the Snap Hoop Monster work well with lighter fabrics like tee shirts and dish towels. also would it work with just a vilene backing for doing freestanding lace?

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Heather B.

Yes, it will work for tee shirts and dish towels, Gail. You can also use it to do freestanding lace. Here's a link to a blog by Designs in Machine Embroidery with tips on how to use it for freestanding lace:

http://dzgns.com/blog/2016/05/free-standing-lace-fun-or-frustrating/

~Heather
info@embroidery.com

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Carol H.

I recently purchased the Sassy Sister PJ's In the Hoop Project. The cute Christmas Tree. When I opened the file and wanted to print off the tutorial for the tree, there was nothing in the tutorial folder. I am not stupid when it comes to computers, opening folders and so I wondered if there would be a way I can get just the tutorial, the instructions. I love the idea of the cute Christmas tree but would like to know the easiest way to embroidery and put the trees levels together. I appreciate your offer to help.

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Heather B.

Hi, Carol. I sorry the tutorial file was missing from your designs. I will double check to make sure the file is uploaded properly. In the meantime, please look for a separate email from me with the tutorial attached. Please let me know if I can assist you further.

~Heather
info@embroidery.com

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Pat H.

I love Kinship Creations designs-so much I bought the family set twice. That's a long story but I wonder why they did not include cousin and could they do one with "good friend" or just plain "friend.' Everyone that is a friend is not your best friend.

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Heather B.

Hi, Pat. Thanks for the feedback. Do you need a refund on one of your purchase of the family set?

Thanks for the suggestions on designs. I'm assuming that you are talking about the "FSL Family/Inspiration Heart Angels"? If so, I can forward your ideas on to Jayne from Kinship Kreations. The answer is that sometimes we don't always think of the same ideas. However, I do happen to know that Jayne is excited to hear customer input on her designs, so if you'll confirm that is the right pack, I'd be happy to let her know of your ideas.

~Heather
info@embroidery.com

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Sharon H.

I am trying to add to my order but already went through the check out process. I want to add before it ships so I am not paying another 7 plus dollars to shipping. What do I do.


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Heather B.

Hi, Sharon. Thanks for writing. I am emailing you information on adjusting your order.

~Heather
info@embroidery.com

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Sandra T.

I am trying to sign up with your company but no luc

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Heather B.

Hi, Sandra. I'm sorry for your trouble in signing up. The good news is if you got far enough to post a comment, that means you were successfully able to set up an account. If you're having trouble with your password, you can click on the "forgot password" link at the login page at Embroidery.com. Otherwise, you should be good to go ahead and shop.

~Heather
info@embroidery.com

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LUCY P.

can you reset my basket to zero..

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Heather B.

Done. Thanks for the request, Lucy.

~Heather
info@embroidery.com

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LUCY P.

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Matilde G.

Decided not to order because shipping cost was nearly as much as the cost of the small order I had planned to place. $11+ for $14 worth of product is ridiculous! I would pay $7.95, but no more. Won't be placing an order with you at all.


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Heather B.

Hi, Matilde. I'm sorry you were unhappy with our shipping cost on your items. If you can let me know, what item(s) were you trying to order I can check to make sure shipping is being charged properly. Usually our shipping costs are based on the weight of the items you are ordered and end up being the actual cost we pay to ship the items. If you have the time to let me know, I can check to make sure the weights are correct on the item(s) you were ordering. If not, I understand and am sorry for your trouble.

~Heather

Info@embroidery.com

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Alice P.

Hi, can you reset my basket to zero. Somehow, it froze on me. Once it is, I'll purchase more designs.

Thanks, aliceperez77@yahoo.com

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Heather B.

Hi, Alice. I'm sorry to hear that your basket was freezing on you. I have now emptied the basket for you. Try again and you should be able to proceed. Thanks for letting us know.

~Heather
info@embroidery.com

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Alice P.

Hi, can you reset my basket to zero. Somehow, it froze on me. Once it is, I'll purchase more designs.

Thanks, aliceperez77@yahoo.com

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Olga L.

Thank you Jackie for answering my problem so quickly. I now know what I should have done.

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danielle j.

i bought the monster snap hoop HM2 260 X 200 FOR MY PFAFF SENTATION PRO ORDER 963180 and it doesnt work. First i cannot trhead the machine because the border is tho thick it interfeer with the thread worker . And the machine doesn t recognyse the hoop tell me what to do

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Heather B.

Hi, Danielle. I'm very sorry for your trouble. I recommend contacting Designs in Machine Embroidery for assistance. Their number is 888-739-0555.

~Heather
info@embroidery.com

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Pauline W.

I have used two different search engines (yahoo and firefox)to place my order here - both to no avail. I can add the items to the shopping cart. But when I go to checkout, I get just a total amount with no shipping added. I can't even get to the payment page.

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Heather B.

I'm very sorry for your trouble, Pauline. It looks like you were finally able to get to order to go through. Please let me know if you need anything else on that.

~Heather
info@embroidery.com

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Cheryl s.

hi,

Do you accept the Synchrony Sewing Crédit Card for payment ?

Thanks

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Heather B.

We accept any credit card that has a major credit card logo, such as Visa, MasterCard, and Ameican Express, and Discover. If your card has such a logo on it, yes, we will accept your card for payment. If it does not, we are unable to accept such a card at this time.

~Heather
info@embroidery.com

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Wendy W.

I have a $5.00 credit from my sewprize but when I placed an order for a design just now, I couldn't find any opportunity to use the credit. So, it as charged the full amount to my credit account. Can the $5.00 be credited to my account?

Thanks

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Heather B.

Hi, Wendy. Your SewPrize normally can be redeemed before purchase from our SewPrize page:

http://www.embroidery.com/help.ec?docid=705

However, I can retroactively apply it in this case if you will tell me your sewprize number.

~Heather
info@embroidery.com

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Becky S.

It seems that I am no longer an EClub member for the weekly free designs although I still get your emails about getting free weekly designs. When I put a free design in my cart and try to checkout it sends me to a page where the last 2 of the descriptions are checked but the first one is not. How do I fix that? Thanks in advance for your assistance.

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Heather B.

Hi, Becky. I'm sorry for your trouble. You Eclub membership has expired at this time. I'd recommend purchasing a new membership at this time from the membership page:

http://www.embroidery.com/product.ec?productsetID=104378

P.S. I can see how it would be confusing to receive the Eclub emails with your membership being expired. We'll look into the reason behind that and apologize for your trouble.

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danielle j.

order963180

I received the marquer pen but it does`nt work. What will you do about it...

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Heather B.

Hi, Danielle. I'm sorry for your trouble. Due to the high cost of international shipping, we are not shipping a replacement for you but have refunded you the full cost of this item, $3.78.

For our information, can you give me more specifics on the problem you are having with the marker?

Thanks,

~Heather
info@embroidery.com

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Hazel B.

I can not get anything to work when I try to open it takes me back to the permission

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Heather B.

Hi, Hazel. Please clarify your question. Specifically, we need to know what you are trying to get to work. Are you trying to make a purchase? Open a design? Open some software that you purchased from us? Etc.

Thanks,

~Heather
info@embroidery.com

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