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Embroidery Central, Inc. BBB Business Review


(435) 755-0486

© 2020 Embroidery Central

Customer Service & Support

HOW MAY WE HELP YOU?

Phone

Phone: (435) 755-0486
Toll Free: (800) 428-7606 

Customer Services 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

Online Meeting Link:

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

Amber D.

I ordered the monster snap hoop and have sent an email with no response. This hoop was used and not in good condition. This was my first purchase with your company, with that being said I was very dissatisfied. I would like a brand new hoop that I ordered.

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Heather B.

Thank you for the messages, Amber. Our apologies for the delay. We have been very busy helping other customers. We are able to assist you and are sending you an email and voicemail with more information on how we can resolve your issue. Please watch for those.

~Heather
info@embroidery.com

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Kim B.

I order came with a disc and how can I use the disc

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Heather B.

Thanks for you the question, Kim. The disk you received with your order is just a small CD with the designs you ordered on it. It will work in most tray style CD drives. Just place it into the center of your CD tray (usually you can drop it right into the recessed area) with the silver side down. Your computer will read it as it will any traditional CD. If you have a slot style CD drive, you may need to purchase an adapter ring. ALTERNATELY, you can simply download the designs from Embroidery.com instead and skip using the CD altogether. (See instructions below.)

~Heather
info@embroidery.com

Download Instructions (entire order):

1) Login at Embroidery.com.
2) Go to "My designs" under your name on our home page.
3) Click on one of the designs you would like to receive, and you will see the option to download one of its formats.
4) To download all of the designs in one zip file click "view or download all items in order"
5) This will give you the order number.zip. Click on that.
6) Next choose the machine embroidery format you would like to have for the order.
7) This will create the zip file for you, and you can then click on the "Download Zip File" icon which appears.
8) After you do that, the image "delivering zip file" will appear. Now you just need to check your downloads folder, and there will be your zip file of embroidery designs.
9) You will then right click on the file to find your "extract" or "unzip" option.
10) This last step will look a little different on your computer, depending on which unzipping software is normally used, but just look for the word "extract", and you will find what you need.

Download Instructions (single files):

1) Login at Embroidery.com.
2) Hover over "Hello [Your Name] (Account)" at the top of the page.
3) Click on "My Designs."
4) Click on the design you want to download.
5) Click on "Details/Download." You will see a list of files in various formats.
6) Right click on the file in your format and choose "Save Link As" or "Save Target As". Select your Flash Drive/USB Stick (or other location you'd like to save to) from the list. Click "Save." (If you're on a Mac, do this instead: click on the file in your format and then choose "save" or "okay" if prompted; otherwise, your file will automatically save to your computer. You'll need drag it from your computer and drop it onto your stick/thumb drive.)
7) Repeat for any additional designs.

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carol n.

thank you for your prompt reply, it's appreciated.

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carol n.

i would like to check on my order. Your websight has half the phone number cut off.i would like the phone number. I didn't receive any email confirming my order.

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Heather B.

Hi, Carol. I am seeing our numbers in full above. If you are looking elsewhere, please clarify. Our numbers follow:

Phone
Local: (435) 755-0486
Toll Free: (800) 428-7606

You have NOT placed any orders with Embroidery.com at this time. If you still want your order, you will need to try it again, either online or by calling us (see numbers above). CORRECTION: I now see that you have two accounts with Embroidery.com. I have deactivated the duplicate account and do see that you successfully ordered with us on 5/2/2020. I will email you a copy of your order confirmation. Your order is expected to be shipped on or around 5/21/2020, as we indicated when you placed your order.

~Heather
info@embroidery.com

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carol n.

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carol n.

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John B.

I purchased the Thumbnailer Mac edition about two weeks age, and it seemed to be incompatible with the version of Mac os which I am running (Mac OS Catalina 10.15.4 ) I removed this version of thumbnailer and installed the latest version which says that it is compatible but it still doesnt show the file icons as described. Is there something else which I should try, or would it be possible to exchange the mac version for the Windows version please?

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Darin Andersen

The license you purchased allows you to use this on both your Mac and PC. Here is the download page. Enter the same serial number and you are up and running on your Windows PC. The Mac Cataline requires you to grant "Full Disk Access"

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John B.

Thank you for your reply. I have downloaded and installed the windows version and it works perfectly. However I have again reinstalled the Mac version carefully following the instructions but when I run it the machine files only show the embrilliance logo. As I now have a functioning system I am not too worried.

Thank you again for your help.

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Darin Andersen

Hi John, I'm glad you have the option to use your windows machine. At this time, I don't know of a sure-fire method to get thumbnailer to consistently work with Catalina on the Mac. It has worked for some and not others. There is a discussion on Embrilliance forums about it here. I think it is great that Embrilliance works on both Mac and PC AND they offer a money-back guarantee. JUST IN CASE :)

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Faith S.

I just received my order, and am so excited, but my needle minder did not arrive with it.

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Heather B.

Hi, Faith. I understand someone from our company has been or will be in touch with you on this. Please let us know if you still need assistance.

~Heather
info@embroidery.com

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Janie B.

Excellent service

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Debby H.

hi - I'm looking for a variegated machine embroidery thread. Red to black or red to gray. Do you carry anything like that?

Thank you,

Debby

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Heather B.

We do not, Debby. The closest thread we carry would be this one by Madeira, if it is of interest:

https://www.embroidery.com/product.ec?productID=64117

~Heather
info@embroidery.com

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Dana V.

I just received my order and found two complimentary face masks! So sweet! I'm in NYC, where things are a little scary now, and have been stitching to keep my mind off of everything. This small act of kindness meant so much! Thank you!!

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Heather B.

Oh, you're sure welcome, Dana. Thanks for the feedback and best wishes to you in this time!

~Heather
info@embroidery.com

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Noor A.

hello!

I emailed you two days ago regarding my delivery and no one is answering me. I need help!

Thank

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Heather B.

Hi, Noor. You emailed us over the weekend when we are closed. We are now open for the week and will email you a response by the end of our business day. Thanks for the followup.

~Heather
info@embroidery.com

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Barbara H.

I just tried to purchase Maderia 40 weight rayon thread on your site and it pulls nothing up. This is very frustrating as I just bought a design that calls for that particular thread and I wanted to match the colors to make it right. I probably will not be back as I really did not find the site at all user friendly.

Sincerely,

Barbara Holcomb

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Heather B.

We're sorry you had trouble searching for Madeira rayon thread on our site, Barbara. Thanks for the feedback. If you are still interested, we do indeed carry Madeira rayon thread. Here is a direct link to the two available sizes:

https://www.embroidery.com/popular-madeira-rayon-40-200m-spool.ec?efid=317
https://www.embroidery.com/Madeira-Rayon.ec?efid=317

~Heather
info@embroidery.com

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Jeannine B.

Bonjour, quand je passe une commande chez vous je n'arrive pas à conclure,ça me dit une erreur non spécifiée s'est produite lors du traitement de cette commande, j'espère que vous allez pouvoir m'aider. Merci

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Heather B.

Salut, Jeannine. Je ne vois aucune raison à votre problème de paiement. Veuillez réessayer, vérifiez auprès de l'émetteur de votre carte ou essayez une autre carte en ce moment.

~Heather
info@embroidery.com

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Janice J.

My billing address is incorrect and it is not listed under my profile anywhere. It should be the same as my Home address. How do I fix this?

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Heather B.

Thanks for the request, Janice. I think I've been able to fix that for you. The billing address should be the Roland Road address, correct?

~Heather
info@embroidery.com

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Janice J.

Yes, that's correct. :)

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Heather B.

Great, you're all set, then. Please let us know if you need further assistance.

~Heather
info@embroidery.com

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Mary S.

I am not able to open the heart file I just ordered #1079985. IT KEEPS SAYING UNABLE TO OPEN PROPERLY.

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Heather B.

Thanks for contacting Embroidery.com. We're sorry for your trouble. Please follow the step-by-step download instructions below. If you are trying to open the files on your computer, you will need embroidery software to do so. If you don't have embroidery software, it is normal for computers to attempt to open the files with software such as Microsoft Word, Adobe Reader, or Notepad. You will either need to install embroidery software OR to save the files directly to a flash drive and take the flash drive immediately to your embroidery machine. Do NOT choose to open the files or double click on them on your computer or you will get the same Adobe message. If you need a recommendation of embroidery software, I can recommend Embrilliance Essentials, which we carry at Embroidery.com.

~Heather
info@embroidery.com

Download Instructions (single files):

1) Login at Embroidery.com.
2) Hover over "Hello [Your Name] (Account)" at the top of the page.
3) Click on "My Designs."
4) Click on the design you want to download.
5) Click on "Details/Download." You will see a list of files in various formats.
6) Right click on the file in your format and choose "Save Link As" or "Save Target As". Select your Flash Drive/USB Stick (or other location you'd like to save to) from the list. Click "Save." (If you're on a Mac, do this instead: click on the file in your format and then choose "save" or "okay" if prompted; otherwise, your file will automatically save to your computer. You'll need drag it from your computer and drop it onto your stick/thumb drive.)
7) Repeat for any additional designs.

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Gerry C.

Is there a way to check on delivery date on my order?

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Heather B.

Hi, Gerry. You can find out by clicking on the tracking link in shipment confirmation email we sent you. I'll re-send you a copy in case you missed it. Please do note that there is usually a 24 hour lag before your package is received by the post office and is trackable.

~Heather
info@embroidery.com

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Debra A.

I bought pattern last night of 2 crest applique the smallest one is fine its a pes and that is what I needed the other one says not available in pes I don't understand am I doing something wrong? Thankyou Debi Arredondo

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Heather B.

Hi, Debra. It sounds like you didn't check the available formats before ordering. Never fear, we have been able to add the PES format to the 2nd crest applique design. You can retrieve it by going by to your Order History or My Designs page here at Embroidery.com. Please let us know if you need further assistance.

~Heather
info@embroidery.com

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Kathy B.

I recently purchased an additional Hemingworth thread drawer and insert. I do not find that the posts to attach my new drawer to the existing ones was included. My order number was 1072303 placed on 12/28/2019.

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Heather B.

Hi, Kathy. The posts were not included because we are currently out of stock on them. We do have them on order and will ship them to you as soon as they arrive. We're sorry for any inconvenience.

~Heather
info@embroidery.com

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Mary M.

My computer has been hacked. I need to update my profile since I have changed my email address. My new email is xxxxxxxxxxxxx@gmail.com. I would appreciate if you could update my account to the new address.

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Heather B.

Hi, Mary. We somehow missed this message you sent in December. I am emailing you now. If you still need assistance, please reply to my email.

~Heather
info@embroidery.com

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lenore o.

Can I please pay by paypal I have done an order I want to pay for Thank You

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Heather B.

Hi Lenore. We're very sorry but we do not offer payment via PayPal at this time.

~Heather
info@embroidery.com

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Lynn K.

HI, I have lost my record for the serial number of Thumbnailer. Are you able to supply me with the number? This was purchased on the 29 Oct 2018. I have sent an email to you as well concerning this matter.

Thank You

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Heather B.

Sure thing, Lynn. I have emailed you the serial number. If you need it again in the future, you can find it by going to your Order History at Embroidery.com at any time.

~Heather
info@embroidery.com

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