Embroly

Dear James [Please note that Embroly has only one official website: embroly.com. Any other websites are fake and not connected to us in any way.] We’re truly sorry to hear about your experience. We completely understand how disappointing this must be—especially with such a meaningful gift involved. After carefully checking our system, we found no order matching your details. Please note that Embroly’s only official website is embroly.com. Unfortunately, there are many fraudulent sites impersonating our brand (like “embrolygift.com”), and we’re seeing more cases like this recently. Embroly only serves customers within the U.S., and our process includes sending a custom design preview for approval before any item is embroidered or shipped—without exceptions. If your order wasn’t placed on embroly.com, we strongly suggest contacting your payment provider to dispute the transaction and report the fraudulent website. We’d be honored to serve you properly at embroly.com if you decide to give us another try. Warm regards, The Embroly Customer Care Team

[Please note that Embroly has only one official website: embroly.com. Any other websites are fake and not connected to us in any way.] Thank you so much for your kind review! At Embroly, you’ll always see your personalized gift before we begin embroidery—and you’re free to make any edits. That means you can gift with confidence, knowing everything is just right. All orders are crafted in our U.S. workshop and delivered fast—typically within 3–5 business days. Quality is our top priority. Please remember: embroly.com is our only official site. Recently, many copycat websites and embroidery shops have tried to imitate our designs. For a safe experience, shop only at embroly.com.

Dear Bobbie Lone, [Please note that Embroly has only one official website: embroly.com. Any other websites are fake and not connected to us in any way.] We’re very sorry to hear about your experience and truly understand how frustrating it is—especially when it involves a meaningful gift and a deadline like Mother’s Day. We have checked our system using your name, but unfortunately, we were not able to locate any matching orders. To assist you properly, could you please provide your order ID and the email address used during checkout? At Embroly, every order includes a design preview sent via email and SMS within 1–3 business days for your confirmation before we begin embroidery. We also offer express shipping options to ensure timely delivery—and we take that commitment seriously. If your order was not placed through embroly.com, it's possible there may have been a mistake with a fraudulent website. We’ve seen many recent cases of such impersonators using our name and product photos. Please send us your order confirmation or a screenshot so we can get to the bottom of this and help resolve it. We’re here to make things right—because Embroly is not just an embroidery brand, it's where meaningful gifts that connect hearts are created. Sincerely, The Embroly Customer Care Team

Dear Brandon Cohen, [Please note that Embroly has only one official website: embroly.com. Any other websites are fake and not connected to us in any way.] We’re truly sorry to hear about the delay and frustration you’ve experienced. That is not the experience we ever want for our customers—especially when it involves a gift meant to carry love and meaning. We’ve carefully checked our system using the information currently available, but unfortunately, we could not locate any matching order. We kindly ask that you double-check the website where you placed your order. If the order was not placed through embroly.com, it may have been a mistaken purchase from a fraudulent site using our brand name and product images. At Embroly, we take every order seriously. Within 1–3 business days after placing an order, our customers receive a design preview via email and SMS for their confirmation. Only after your approval do we begin the embroidery process. Every gift is then carefully produced, thoroughly quality-checked, and beautifully packaged—because we understand how meaningful a personalized gift truly is. While we could not find your order in our system, we would still love to help. If you can provide an order ID, confirmation email, or a screenshot, we’ll be happy to take another look and support you as best as we can. Because Embroly isn’t just about embroidery—it’s where meaningful gifts that connect hearts are created. Warm regards, The Embroly Customer Care Team

[Please note that Embroly has only one official website: embroly.com. Any other websites are fake and not connected to us in any way.] Thank you so much for your kind review! At Embroly, you’ll always see your personalized gift before we begin embroidery—and you’re free to make any edits. That means you can gift with confidence, knowing everything is just right. All orders are crafted in our U.S. workshop and delivered fast—typically within 3–5 business days. Quality is our top priority. Please remember: embroly.com is our only official site. Recently, many copycat websites and embroidery shops have tried to imitate our designs. For a safe experience, shop only at embroly.com.

Dear Courtney, Thank you for your feedback. At Embroly, we always follow a strict process to confirm design details and order information before production to ensure that every gift is as perfect as possible. For your Custom Embroidered Pet Portrait, the details you provided were: Pet name & est year: Icarus '14. Since our example format was Alice Est. 2018, our order processing and design team interpreted this as a pet name and a meaningful number. As a result, the design was created with Icarus '14 in Varsity font, following the information given. Unfortunately, this did not match your intended customization. Initially, we received feedback that the design was incorrect along with a refund request. However, we promptly revised the design and resent it to ensure your satisfaction. We hope you receive the product soon and let us know your thoughts! If anything is not as expected, please don’t hesitate to reach out. Best regards, Embroly Customer Support

Dear Amber, Thank you for taking the time to share your experience. We truly regret that the design process did not meet your expectations, despite our team’s effort in making three rounds of revisions. From the beginning, we aimed to create a high-quality embroidery design that captured your pet’s likeness. As we explained, the 2D preview reflects about 80-90% of the final embroidered outcome—once stitched, the details would appear more lifelike and resemble your pet more closely. However, despite multiple attempts to adjust the design according to your feedback, we were unable to align with your vision. We understand that our artistic style may not match your preferences, and we sincerely regret that we couldn't meet your expectations. Regarding the cancellation, we have a policy of unlimited revisions for regular orders, meaning you are free to request edits until you feel satisfied with the design. However, for canceled orders, a partial design fee is typically retained to compensate our designers, who put in significant time and effort to create precise and detailed artwork. Each pet face illustration takes approximately 30-40 minutes to design, and your order involved multiple revisions. Despite this, in the spirit of good customer service and to avoid further inconvenience, we made an exception and issued a full refund. Please check your refund transaction, and if you have any concerns or have not yet received the amount, feel free to contact our support team for assistance. While we are disappointed to receive a 1-star review after doing our best to accommodate your requests, we respect your feedback and see it as an opportunity to improve. We will continue refining our processes, improving communication, and enhancing customer experience in the future. Thank you for giving us the opportunity to learn and grow. We appreciate your time and wish you all the best. Best regards, Embroly Customer Support

Dear Kevin, We’re very sorry to hear that your order did not meet your expectations due to a stitching defect. We also sincerely apologize for the delay in responding to your concern. This is not the experience we want for our valued customers. We will forward your feedback to our quality control team to ensure similar issues do not happen in the future. To resolve this, we’re happy to offer you a replacement or a partial refund. Please provide your order details along with a picture of the defective product, and we will find the best way to fix this for you. Let us know which option works best for you, and we’ll process it right away. We truly appreciate your patience and understanding. Best regards, Embroly - Customer Support Team

Dear Mike Baran, Thank you for your feedback! We’re sorry to hear that the embroidery on the sleeve was smaller than expected. Our designs follow standard sizing to ensure they fit well on different sweatshirt and hoodie sizes. Additionally, we provide a preview of the design before embroidery so that customers can review the size beforehand. If you would prefer a larger print, we’d be happy to adjust the size to better match your preference. Please let us know, and we will make it right for you! Best regards, Embroly - Customer Support Team