Embroly

Dear Bud, Thank you for taking the time to share your feedback regarding order #EM104380. We are truly sorry for the disappointment this experience caused you. Please accept our sincere apologies for the spelling error, the embroidery quality issues, and the discomfort you described. We understand how frustrating this must have been, especially for a custom piece, and we deeply regret that we fell short of your expectations. While our production process does include a design verification step intended to reduce errors, this mistake still occurred, and we take full responsibility for it. Moments like this remind us that even with established processes, there is always room to improve, and your feedback is an important part of that. Our team has shared your comments internally to further strengthen our quality checks while continuing to deliver orders in a timely manner. We truly appreciate your patience and for giving us the opportunity to make this right with a replacement. Thank you again for your honesty and understanding. We hope the replacement will better reflect the care and quality we strive to provide, and we look forward to hearing your thoughts once it arrives. Warm regards, Embroly Customer Support Team

Dear Pamela, We’re truly sorry to hear about your disappointment, and we understand how frustrating this experience must have been. After carefully reviewing the situation, we’d like to clarify that the order described in your review was not placed with Embroly. We believe there may be a mix-up with another website that uses a very similar name and unfortunately delivers products that do not reflect our standards. All official Embroly orders are placed through Embroly.com and use order numbers starting with “EM”. We are not affiliated with any other websites, nor do we ship non-embroidered products. Sadly, some unauthorized sites have copied our product images and branding, which has caused confusion for many customers. We are actively working to address this issue and have shared a warning here for transparency: 👉 https://embroly.com/blogs/news/beware-of-rioembroly-embroly-the-pioneer-in-custom-embroidery-is-the-only-authentic-store We truly empathize with your experience. However, since this order was not placed with us, we kindly ask that you consider removing or updating the review, as it may unintentionally impact a business that was not responsible for the product received. Thank you for your time and understanding. Warm regards, The Embroly Team

Dear Kaylyn, We’re truly sorry to hear about your disappointment, and we understand how frustrating this experience must have been. After carefully reviewing the situation, we’d like to clarify that the order described in your review was not placed with Embroly. We believe there may be a mix-up with another website that uses a very similar name and unfortunately delivers products that do not reflect our standards. All official Embroly orders are placed through Embroly.com and use order numbers starting with “EM”. We are not affiliated with any other websites, nor do we ship non-embroidered products. Sadly, some unauthorized sites have copied our product images and branding, which has caused confusion for many customers. We are actively working to address this issue and have shared a warning here for transparency: 👉 https://embroly.com/blogs/news/beware-of-rioembroly-embroly-the-pioneer-in-custom-embroidery-is-the-only-authentic-store We truly empathize with your experience. However, since this order was not placed with us, we kindly ask that you consider removing or updating the review, as it may unintentionally impact a business that was not responsible for the product received. Thank you for your time and understanding. Warm regards, The Embroly Team

Dear Dianna, Thank you for your recent order and for taking the time to share your feedback. We’re truly sorry to hear that the hoodie did not fully meet your expectations. We have carefully reviewed your order details along with the approved design proof. As shown in the proof, the embroidery size, placement, and layout were clearly specified and confirmed prior to production. This proof is provided so customers can see exactly how their personalized item will appear once completed. The product images on our website are illustrative examples and feature names with fewer characters. In cases where a name contains more letters, the embroidery must be scaled proportionally to ensure proper placement and balance on the garment. This adjustment was reflected in the approved proof. As a custom embroidery provider, we produce items exactly according to the confirmed design proof to ensure accuracy and consistency. For this reason, the final product matches what was approved before manufacturing. That said, we absolutely understand your disappointment and genuinely want you to be satisfied with your purchase. As previously mentioned, we would be happy to offer a replacement option. If you would like to proceed, please let us know so we can assist with the next steps. Thank you for your understanding and for supporting Embroly. Best regards, Embroly Support Team

Dear Mike D, [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

Dear Maddie, We’re truly sorry for the frustration and disappointment caused by this experience—especially given how meaningful your order was. What should have been a joyful moment turned stressful, and we deeply regret that one mistake disrupted your thoughtful plan. While we did send a replacement as quickly as possible, we understand that the remaining time before your trip was simply too short, and we’re truly sorry it didn’t arrive in time. Your feedback has been heard loud and clear. Although we understand it may be difficult to regain your trust, please know that we’ve still flagged your profile as priority in our system—so that any future orders, no matter how big or small, receive extra care. This includes enhanced design verification, faster handling, and clearer communication. We’re also reviewing your case with our quality control team to strengthen our processes and help prevent future errors. As a token of apology, we’d like to offer you a discount code for your next order. You deserve a better experience, and we’re committed to making sure you get it moving forward. Thank you for your understanding and for taking the time to read this. Warm regards, The Embroly Team

Dear Lindsay, Thank you for sharing your experience. We’re truly sorry to hear about the disappointment surrounding your order, especially since it was meant to be a meaningful Mother’s Day gift. After carefully reviewing the order number you provided, EYT17970, we believe there may have been a misunderstanding regarding where the order was placed. We would like to clarify that your order was not made through us — Embroly — but through a different website called Embrolygift. We’ve encountered this situation numerous times before, where customers mistakenly assume they ordered from Embroly, but their order numbers (starting with “EYT”) and purchase confirmations clearly trace back to Embrolygift. Please note that all official orders from Embroly start with “EM”. We are a completely independent brand and do not have any affiliated or sister websites. Our only official store is Embroly.com. Unfortunately, Embrolygift has repeatedly used our product photos and brand identity without permission, leading many people to confuse them with our company. Even worse, the poor customer service and low-quality products delivered by Embrolygift have damaged our reputation among unsuspecting buyers. If you’d like to verify this further, here is a link to Embrolygift’s Trustpilot review page, where you’ll find that the negative experiences are consistent: 👉 https://www.trustpilot.com/review/www.embrolygift.com This type of impersonation is not only unethical but also illegal. We have taken steps to pursue legal action, but unfortunately, these fraudulent websites often reappear under new names. Like you, we are victims of this situation, and we’re doing everything we can to stop them. To help protect others, we’ve posted a warning on our website, which you can read here: 👉 https://embroly.com/blogs/news/beware-of-rioembroly-embroly-the-pioneer-in-custom-embroidery-is-the-only-authentic-store We completely understand your frustration and sympathize with your experience. However, we kindly ask that you reconsider and remove the review from our page, as we are not the responsible party. Your review may unintentionally harm a business that is also suffering from these impersonators. Thank you for your understanding and for taking the time to read this. Warm regards, The Embroly Team

Dear Desiree Gilmartin, [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

Dear Angela, My name is Kai, and I’m the owner of the business. I want to personally apologize for the experience you’ve had. I understand this order was meant to be a meaningful gift for Father’s Day, and I deeply regret that we fell short of your expectations. After reviewing your order and the communication timeline, I found that the original design was close to what you envisioned. The concern you raised about adjusting your child’s skin tone to a slightly darker shade was entirely reasonable. Unfortunately, during internal communication between our customer service and design teams, your request was not accurately conveyed. This led to an incorrect and exaggerated change in the updated version, which no longer represented your child as intended. This misstep was compounded by a sharp increase in custom orders during this period, which strained our production and support processes more than anticipated. While this isn’t an excuse, it contributed to delays and confusion that disrupted the experience you deserved. Additionally, based on the way your message was interpreted, our support team mistakenly assumed that you were requesting to cancel the order immediately, and a full refund was issued that same day. This was a miscommunication on our part, and I’ve addressed it internally to prevent similar issues going forward. I completely understand your frustration—not just with the timeline, but with how your concerns were handled. You trusted us with a special gift, and we failed to deliver the level of care and precision that should come with it. If you’re open to it, I would love the opportunity to remake your order with priority handling at no cost to you. Whether or not you choose to give us another chance, please know that your feedback has helped us take meaningful steps to improve. Warmest regards, Kai Owner