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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

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
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

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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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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Lita S.


From: Lita Shortt <litaaiga@hotmail.com


Thank you for response.Yes this is the items what i was interested.I don’t have embroidery machine.My understanding was I’m getting set of embroidery stuff animal eyes and noses.My fault.But not big deal I’m keeping them because they beautiful.Thank you again
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Heather B.

Okay, thanks for letting us know, Lita.

~Heather
info@embroidery.com

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Claudia H.

My recent orders are not showing on my order history. I was able to download the snowflakes but not the It's a Boy quilt designs. I paid for both! When I tried to download its a boy, all the file downloads were empty!

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Heather B.

Hi, Claudia. You do have an account with Embroidery.com; however, I'm sorry that I can't find an order for you for It's a Boy Quilt designs. Please double check who this order was from. We often get confused with other sites like EmbroideryDesigns.com.

~Heather
info@embroidery.com

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Gwen F.

Need info on order #990857. Has it shipped.

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Heather B.

Hi, Gwen. Thanks for writing. Your order #990857 is in the process of being shipped. We will email you a tracking number once it's shipped, or you can find the tracking number by going into your Order History at Embroidery.com (we will add it there once shipped).

Please let me know if you need further assistance.

~Heather
info@embroidery.com

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Debra M.

Wow !!! You ladies are incredible. I cannot believe that I placed an order for 16 balls of embroidery thread. My very first order with Embroidery.com. I was so happy to find that you had the crochet thread I have been searching for and at an extremely reasonable price. But..I placed this order and within the hour or so it was filled and shipped out !!!!! And on a Friday no less !! That's incredible. I thank you so sincerely for your commitment to your customers. I posted on Facebook under Nicolina .. I really wanted others to know how wonderful you are. Thank you again so much. A new and LOYAL customer..

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Heather B.

Ah, that's so great to hear. Thanks for the feedback, Debra! We truly appreciate hearing back from you.

~Heather
info@embroidery.com

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Lynne K.

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Mary W.

How do I add to my notification preferences?


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Lynne K.

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Heather B.

Hi, Mary. You can click on "Hello Mary" at the top of the page, then "Account Options" > "Notification Preferences". You can then make any additions you'd like.

~Heather
info@embroidery.com

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sandra N.

hi there I have just completed an order and downloaded them but the lace butterfly Italian lace FS174 only downloaded one wing could ou please assist me to resurrect this problem

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Heather B.

Hi, Sandra. Because the butterfly design is 3D, it has three pieces. I recommend returning to your My Designs page and looking for additional files.

http://www.embroidery.com/mydesigns.ec

Each format will have three files, called FS174a, FS174b, and FS174c. All three files are necessary to complete the butterfly design. Also be sure to download the instructions; they'll be listed as "Italian Lace Instructions" on your My Designs page.

I hope that helps and please let me know if you need any further information or clarification.


~Heather
info@embroidery.com

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Cheryll M.

I have a Dell computer and I have a bunch of cactus punch embroidery digitizing and I cannot get them downloaded on my computer to transfer them to a USB card to plug into my Brothers pe770 please help. I bought a bunch of them and I just can't get to them on my computer

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Lynne K.

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Heather B.

Hi, Cheryll. Thanks for your request. I am emailing you some information.

Thanks,

~Heather
info@embroidery.com

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Patricia B.

I purchased the download version for Embrilliance Thumbnailer and it wont except the serial number I was given. How do I fix that?


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Heather B.

Hi, Patricia. Thanks for writing. Make sure you are downloading the Thumbnailer software and not the Embrilliance platform. Also make sure you are using the correct serial code. I will email it to you to make sure you have it.

Please let me know if you continue to have trouble.

~Heather
info@embroidery.com

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