Review Time
Absolutely satisfied customer. Owner went out of his way to help me. The work is phenomenal and came out beautifully.I called all over DFW area and no one could embroider from a photograph. Thankfully Embroly can and did. I am ready to order again for Christmas.Thank you so much Kai and your team of professionals ♡
I placed an order for custom sweatshirts to ask my friends to be bridesmaids/groomsmen, and Embroly’s errors and appalling customer service ruined my plan. From the start, I communicated to Embroly that I needed the order by a certain date. The order arrived earlier than that date while I was out of town, but when I came home 2 days later to open it up, one of the sweatshirts had the wrong design on it. At this point, I needed the replacement 2 days later for my trip to ask my friends. Instead of owning their mistake, Embroly customer service blamed me for not asking for a replacement for 2 days after delivery (as noted, it was a weekend and I was out of town). They refused to ship the replacement via overnight delivery so I would get it in time, and instead shipped it with regular old USPS delivery that has a 6 day delivery estimate. (They lied and said they would be shipping it with priority mail to come within 3 days.)I’ve repeatedly begged Embroly to use overnight delivery, and they’ve repeatedly ignored me. They either ignore the specific questions in my emails or ignore the emails altogether. Once, they blamed their slow response time to being in a different time zone - even though I sent emails over the course of 12 hours (most of which were during their stated customer service hours of 9-6 EST), including 4 minutes after a prior email they had sent. Custom sweatshirts are a nice idea, but beware - this is not a reliable website. The quality control is clearly atrocious (I had 15 sweatshirts with the exact same design and they clearly didn’t check the designs for accuracy before sending, because one was randomly wrong). And if you have any issues with your order, instead of being helpful, Embroly customer service will ignore you and/or blame you. This experience ruined my plans to ask my friends to be bridesmaids on our trip and caused me so much stress. UPDATE: Embroly finally emailed me back and told me they couldn’t ship the replacement item overnight - rather than the 6 day option they chose - because fast shipping is too expensive. I have never in my life dealt with a company so unwilling to own their mistake and make it right. Customers are clearly worth nothing to them. They basically told me: we messed up and we know we have the ability to make it right, but we aren’t going to because we don’t feel like spending the money (a fraction of the money I spent on 15 sweatshirts!).
I ordered a custom sweatshirt from Embroly. When I submitted my order I explicitly noted that I only wanted the design in white thread and all other spaces in the design should be left blank so that the green sweatshirt would show through. When I reviewed the design, it appeared that this was the plan. However, when the sweatshirt arrived the design was wrong and they used black thread, as well as white thread. I reached out to customer service and they were extremely rude and dismissive. When I followed up, they never responded. I intended to order 100 of these sweatshirts from Embroly but will now just go elsewhere. Such a disappointing experience.7/8/2025 UPDATE: Customer service reached out after seeing my review and claimed that they would either replace my product for free or give me a full refund. I contacted them about remaking it. They then responded and stated that the original confusion wasn't their fault and they'd only give me a 30% discount code. I don't understand what's wrong with this company. They clearly aren't looking to retain customers. They clearly aren't looking to retain customers. Instead it seems that they just posted an offer of a refund/replacement in order to appear on their website as if they're providing great customer service.
If I could give 0 stars that would be the rating. The picture submitted was traced horribly. The hands don’t look anything like actual hands, in the advertised photo there are hair lines.. none in the product they provided to me. I would be embarrassed to expect my husband would wear this product, let alone gifting it to him. They will not refund or replace with a new embroidery. If the image for whatever reason didn’t produce a high quality trace, then the company should have reached out.
Appalled by the service. First of all, I read in the order confirmation that within 1-2 days they would send a design approval. Well that took 5 days. The first design they sent looked good except my son's skin color. My husband is pretty dark brown and my son is tan. They made my son white, white like the white towel that was in the picture. I responded within two hours and asked for my son's skin color to be a shade darker, and explained he was tan. They took another whole day to respond and sent me a design update, but now my son's skin color was the same as his dad's. Seriously? So they only have two shades for skin colors? This was upsetting because it seemed like I was being mocked. I asked for a shade darker and they changed it to dark brown? At this point I'm losing patience, knowing I won't even hear back from them for another 24 hours and my time frame is coming to a close. I emailed them back and said if I'm not even going to get my order on time then just cancel it. Well that sure worked to get a response back same day. I was sent an email at 10pm confirming my cancelled order. They didn't even send any kind of explanation or apology with it. For someone paying $82 for a sweatshirt (!!!) you would think you'd want to salvage the sale. I guess this company doesn't believe in hospitality or it's customer base. I'll make sure to tell all my mom friends to avoid this company for any future gift ideas! Total waste of time.Update: I appreciate the reply I got from the owner but have not been contacted about a replacement item they offered. I feel perhaps this was a fake reply or it's just all for show to try and make up for the horrible experience. Cool.
My husband wanted to surprise me this Mother’s Day by ordering a personalized hoodie and T-shirt from this website. He said they advertised it would be here by Mother’s Day and it was not. He ordered 5/1/25 and it came a week after so he just told me on Mother’s Day he had something coming for me which ruined the surprise. When it did arrive, he said the hoodie was supposed to be black but it was gray, so he must not have known how to change the color and it was probably black in the picture when he was looking at it. He also ordered the wrong sizes and the hoodie was too small for me and the T-shirt was a little too big. Overall, we spent about $100 on these two items in which now I can not wear either one. It was a very sweet thought because he’s never done anything like this for me before, so it was very special but sadly I can’t even wear them. I reached out to Customer Service to see if they would be able to redo them in the right sizes and send them back and they said no they only offered a 10% refund. Also the colors were ugly on shirts (red and pink together) and the letter fonts were not good either, I couldn’t tell the capitol N was N for my son’s name. I checked on their website to see how he was suppose to order it and it was not very clear how to make sure what you are picking is going to be made that way. As for the sizes I think he accidentally mixed them up because I wear a large hoodie and a medium shirt and he ordered me a medium hoodie and a large shirt. Very disappointing.
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🔒 Important Notice: Embroly’s only official website is embroly.com. If you see our brand on other domains, they are fake or impersonation sites. To ensure quality and authenticity, please shop only at embroly.com.
At Embroly, we specialize in custom embroidery that adds a personal touch to your clothing and gifts. Whether you want to showcase your unique style, promote your business, or commemorate a special event, we've got you covered.
Our streamlined Design Proof process gives you full control—allowing you to review and approve your personalized design via SMS or email before it's embroidered. We offer a wide range of high-quality options, including T-Shirts, Sweatshirts, Hoodies, Polos, Totes, Aprons, and more.See more
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