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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

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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Nusrat H.

I cannot find my orders and the free down loads I had bought

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Heather B.

Hi, Nusrat. I am seeing various orders and free dwonloads from 2007 to 2011. If you are looking for any of those purchases, go to your Order History or My Designs page at Embroidery.com to retrieve them. If you have purchased designs since then, I think you are likely at the wrong website. Please double check who your order(s) were from and make sure you are contacting the correct company.

~Heather
info@embroidery.com

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Ovidia S.

Order #1065424 item # KK3407 design downloaded is incomplete ie color stops should total 10, design downloaded stops at 7. design then is incomplete. Please email correct design and I will download from there....design is half done at this time. Thank you, Ovidia S

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Heather B.

Hi, Ovidia. We're sorry you're having trouble with this design. I am emailing you directly as I have a followup question.

~Heather
info@embroidery.com

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Tonya R.

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

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Heather B.

Hi Tonya. Thanks for letting us know. We have been able to fix your billing address and have updated it to be your primary address so this does not happen again.

~Heather
info@embroidery.com

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Ethel S.

I purchased a PED Basic for my brother babylock, I can not load it on my computer, I have a windows 10. my PED is Ver1.0 for Windows 98/ME/XP/2000, have attempted to download the right drives and such with no luck. Is there a newer version of this program. Help please.

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Heather B.

Hi, Ethel. Brother appears to be offering version 1.07 of PED basic. Have you tried downloading that version? If not, you may want to give it a try:

https://support.brother.com/g/b/downloadtop.aspx?c=us&lang=en&prod=hf_basiceus

~Heather
info@embroidery.com

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Mary B.

where do I find the serial number so I can finish installing Essentials on my computer?


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Darin Andersen

When purchased from Embroidery.com, the serial number is delivered by email and is available in your online archive or order history. If you are trying out a limited number of features, you can leave the serial number blank and use it in "express mode" for free.

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Celena D.

I bought Stitch Artist 3 and even though I installed all the serial #'s the image button to import .jpeg is not anywhere on there. I'm missing several options

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Kirsten S.

Hi Celena,

Thank you for writing. You may find it helpful to close the program and shut down and re-start your computer. Then re-open your Embrilliance program. If you still do not see all the expected options, open a support ticket with Embrilliance, here: http://www.embrilliance.com/osticket/open.php
They are very responsive and will solve this with you.

Thanks,
Kirsten


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Snoopy

they are great i email then and ten minutes later. they answer me they solve the problem, great company

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Sallie T.

My Thumbnailer is working now! Thanks to everyone involved that helped me!

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Heather B.

That's so great to hear. Thanks for letting us know, Sallie!

~Heather
info@embroidery.com

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Verenia E.

Yes Irecieved the information and am mailing back the pink floss today. I kept one of the six items. Thanh you so very much for your help. I will be a regular custermer !

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Heather B.

Great, glad to hear it, Verenia. Thanks for letting us know and have a great day!

~Heather
info@embroidery.com

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Alfreda M.

I ordered DMC floss with specific color numbers from a book on long short stitch embroidery. Pulblished in 2006. Involving subtle shading. I received some of the correct numbered threads but others were not what I ordered. They seemed to be substitutes. Have the numbers changed since 2006?

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Donnett H.

Hi Alfreda I looked at your order and it looks like we shipped everything out that you ordered. DMC added 30 new colors last year. It has been a very long time since they reorganized anything. I guess I may not understand your question. Did you not get what you ordered?

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