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Embroidery Central, Inc. BBB Business Review


+1 (800) 428-7606

© 2018 Embroidery Central

Customer Service & Support

HOW MAY WE HELP YOU?

Phone
Toll Free: +1 (800) 428-7606
Local:+1 (435) 755-0486

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

Mandi K.

I am trying to check out but it says there in insufficient I formation. I gave all my pertinent info, but it won't let me proceed to checkout.

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Heather B.

Hi, Mandi. I'm sorry for your trouble. I think I've fixed the issue. It looks like your browser filled in some blank spots in the address field where the "plus five" zip code goes. I think that is the source of the problem you were having. Please try your order again. Again, my apologies for your trouble.

~Heather
info@embroidery.com

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Gina M.

Found it! :)

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Heather B.

That's great to hear, Gina.

~Heather
info@embroidery.com

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Gina M.

I was told Embroidery.com offers a free 15 day course for Embrillance Essentials.....I can't seem to find it....I put it in the search menu and nothing came up....was it only for a limted time? Thank you

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Heather B.

Hi, Gina. I'm sorry for your trouble.

Yes, we still offer the course. It's called "Let's Learn This Together: Embrilliance Essentials". Here's a link:
https://www.embroidery.com/Learn-Embrilliance.ec?efid=1245

~Heather
info@embroidery.com

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Camie d.

I have the kimberbell football bench pillow in my cart, but it is backordered and expects to be available the next day. I have checked every day and it is still unavailable. Do you have an indication when it may be available, and will I get the sale price if it is past the sale date?

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Heather B.

Hi, Camie. Go ahead and place your order now. We can easily get the product from Kimberbell within 2 business days of your order. The status you have seen is due to some a complicated inventory issue we are working hard to resolve, but basically, you can go ahead and order and know that we will ship your order within 2 business days.

Sincerely,

~Heather
info@embroidery.com

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Gidget M.

I received my order today and there is an odd shaped disk in with my frosty and beyond embroidery thread. I just wandered how a disk with two straight sides is read by a computer

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Heather B.

Hi, Gidget. Thanks for the question. If you have a tray-style CD drive, put the CD into the tray (it should drop into the middle, recessed area). You can then read it like you can any other regular CD. If you don't have a tray style CD drive, or you would prefer to download your designs, you can can download them at any time from the My Designs or Order History page at Embroidery.com.

~Heather
info@embroidery.com

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Gidget M.

Thankyou

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danielle j.

Hello again. You where supposed to call me back for the order xxxx you know that hoop that doesn`t fit my babylock brother. Nothing has been done about it. I am waiting.

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Heather B.

Hi, Danielle. I'm very sorry for the delay. We have not forgotten you. I have been emailing back and forth with Designs in Machine Embroidery to get your return authorized and figure out why the wrong hoop was recommended for your machine.

I believe we have resolved most everything and I expect to send you an email tomorrow (January 9th) with all the details of your return.

Thanks again for your patience.


~Heather
Info@embroidery.com

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Gisèle G.

je n'arrive pas à ouvrir mes motifs que je vous ai acheté et j'ai toujours du souci avec vous c'est pour cela que je vous achète pas souvent des motifs, c'est dommage car vous avez de beau,modèles.Pouvez vous m'aider s'il vous plait.

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Heather B.

Je suis désolé pour votre difficulté à récupérer nos conceptions, Gisèle. Veuillez nous envoyer plus de détails sur le problème rencontré. Vous pouvez nous envoyer un courriel à Info@embroidery.com. Nous serions heureux de vous aider si nous le pouvons.

~Heather
info@embroidery.com

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carole K.

I have just purchased a new computer and was looking to transfer my embrilliance to it but do not have the orginal serial number ,is there a way to do this or do I have to purchase a new program

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Heather B.

Hi, Carole. Thanks for the request. You can re-download your software and find the serial number by visiting your original order page:

https://www.embroidery.com/download.ec?LicenseID=5849668

Your Serial Number will be listed at the top of the page under the "Embrilliance Essentials" heading.

I hope this helps.

~Heather

info@embroidery.com

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mary beth m.

recently purchased potholder pattern Cannot open the file or get instructions I have win zip on computer but still cannot get to the instructions

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Heather B.

Hi, Mary Beth. I'm sorry but I think you are contacting the wrong company. I can't find such a purchase for you from Embroidery.com. Please re-check who your order was from and contact the appropriate company. Best wishes.

~Heather
info@embroidery.com

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Karen B.

Just purchased PJ's Victorian Skates (Order 1000621) and there is no project instructions available, I found the color sheets. Please advise. Thanks

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Heather B.

Hi, Karen. To find the instructions, you just have to keep scrolling down the My Designs page until you see the file "Victorian Skates Instructions (VICSKPDF)". I will also email you a copy. I hope this helps.

~Heather
info@embroidery.com

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Joan S.

I am looking for a starter set. What is a good size to start with

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Heather B.

Hi, Joan. Thanks for the question. Embroidery.com carries a very wide array of products, including products for hand and machine embroidery. Please clarify what type of product you are looking for and we'd be happy to help. Thanks,

~Heather
info@embroidery.com

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Linda C.

How do I proceed to the check out?!

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Heather B.

Hi, Linda. Thanks for the question. To check out, first press the cart button on any product(s) to add the items to your shopping cart. When you're ready to make your purchase, click on the small red cart button at the top, right of the page and press "checkout". You can then follow the prompts to make your purchase.

If you'd prefer to make your order by phone, we'd be happy to do so. Simply call us at 800-428-7606.

~Heather
info@embroidery.com

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Brenda B.

This is the first time I have ordered from you and I am impressed. I am looking forward to receiving it. I have requested it to be shipped by UPS international mail and I would like to have an idea how long it will take. I noticed you can order Pdf I trust I will receive the hard copy since my printer is not working. My order number is 999171. Thank you

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Heather B.

Hi, Brenda. Thanks for the feedback.

Regarding USPS First Class International Mail, they normally take approximately 1-2 weeks, but can take up 21 days since in some cases if they get slowed down in customs and such.

Be aware that products that are marked as "Downloadable Items" are downloadable only and will not be mailed to you. You'll want to take that in account when you place any future orders.

Please let me know if you have further questions at this time.

~Heather
info@embroidery.com

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Ruth Ann R.

I can't find a way to download the project instructions for Order# xxxxxx. I have downloaded the stitch files. Please help!

Thanks,

Ruth Ann Rauscher

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Heather B.

Hi, Ruth. Thanks for the question. The PDF is a little buried in the middle of the embroidery files, but it is there. I will email you a copy. I hope this helps.

~Heather
info@embroidery.com

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Natalie

I was a member years ago. I must have had another email. Anyway, I would like to have access to my bought designs. Thank you. xxx xxx xxxx.

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Heather B.

Hi, Natalie. I have located two old designs and transferred them into your new account. I can't find any other designs you have purchased from us in the past. If you have changed names or moved in the last few years, give us a call and we can try to locate additional account(s) for you. 800-428-7606.

Another possibility is that you purchased from another site, as embroidery companies have similar names. Please double check your prior purchases to see if that is a possibility.

Sincerely,

~Heather

info@embroidery.com

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Betty P.

Thanks Heather, looks great. Small one deleted

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Betty P.

I ordered a cross, yesterday, I thought i ordered a 6" .I wanted it for a Bible marker. When it downloaded I got the small one. Can anything be done about this. I called and someone was supposed to call me back but I havent heard anything, Thanks.

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Heather B.

Hi, Betty. Thanks for contacting us. You didn't leave your phone number so I didn't have your contact information. I'll call you back right away.

~Heather
info@embroidery.com.

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Nancy G.

I have purchased a number of designs from this website in the past. I cannot find the pages with my designs so that I can download some of them to use on a project. How do I find my designs?

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Heather B.

Hi, Nancy. Thanks for the question. To find your previously ordered designs, click on "Hello Nancy" at the top of the page. Then, click on "My Deisgns" or "Order History". You can then access your designs. I hope this helps.

~Heather
info@embroidery.com

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mona M.

Hi, Just wanted to know ,do you ship to Australia, and do you take paypal

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Heather B.

Thanks for the questions, Mona.

Yes, most Embroidery.com products can be shipped to Australia. No, we do accept PayPal at this time.

~Heather
info@embroidery.com.

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Marsha N.

I am subscribed to your site but its not giving me the option of free delivery or layaway options can you help me

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Heather B.

Hi, Marsha. I checked your account and it appears to be working correctly.

Since you are a Utah customer, free pickup at our store will be offered to you at checkout, if you will be in Logan, Utah to pick up your order. To get the free pickup option, you can add your item(s) to your shopping and press the checkout button. When you get to the "Shipping Method" page, open the shipping options box and select the "pickup at store $0.00" option:
I

If you will not be in the Logan area, you'll need to pick one of the other shipping options. Free shipping is only available for specific items we are promoting.

The layaway button will be available for any customer. It allows you to make an order and then have up to 30 days to mail a check or money order. It is listed on the Payment Options page under the credit card option:


If you need to make special arrangements for a longer layaway time frame for a larger purchase, you can do that by emailing darin@embroidery.com.

Please let me know if I can help you further.

~Heather
info@embroidery.com

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Marsha N.

thanks i got it done wish I was inLogan would be easy on me but nope I'm in [...]

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Heather B.

Glad you were able to get the order placed successfully, Marsha. I was thinking you were a bit far away to come pick up your items. ;)

~Heather
info@embroidery.com

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Irene W.

I just placed an order, but I cannot find the following dmc pearl cotton size 3 in these # 3064 1ea. 3857 2ea & 3860 1 ea. is there any way you could find them for me.

I have search the wed 7 every link to ao avail


Thank you

Irene Welker

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Heather B.

Hi, Irene. Thanks for the question. I'm sorry, but those numbers don't seem to exist for DMC Pearl Cotton Size 3. When I search DMC's site, they aren't listed. I am able to find those color numbers in regular DMC cotton floss. I'm wondering if the project you're working on is calling for that instead? Try double checking your instructions to see if that is the case.

Sincerely,

~Heather
info@embroidery.com

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