Embroly

Dear Jestin, We are very sorry to hear about your experience. We always strive to provide prompt and helpful customer support, and we regret that we fell short in your case. During the holiday season, when order volumes increase significantly, we do our best to complete all orders while maintaining our core brand standards, including design previews before production. However, due to the high demand, some information may have been delayed or miscommunicated in the process. This was our mistake, and we take full responsibility. Regarding email verification, we sincerely apologize for any confusion. We do require verification for certain orders, but we should have communicated this more clearly. We will take your feedback into account to improve our process and prevent similar misunderstandings in the future. If you would like to give us another chance, we would be happy to assist you and ensure your order meets your expectations. Please let us know how we can help! Best regards, Embroly - Customer Support Team

Dear Mr. Ellington, We are truly sorry to hear about your experience. This is not the level of service we aim to provide, and we sincerely regret any frustration caused. Your feedback is invaluable, and we will be reviewing our customer service process to ensure better communication and support. To ensure our customers are satisfied with their orders, we provide a design preview before production. This allows you to check all details, including preview images, sizing, shipping addresses, and product specifications, to ensure everything is correct before you receive it. This is a core value of our brand, and we regret that your experience did not reflect this. If there is anything we can do to make things right, please don’t hesitate to reach out. We appreciate your honest feedback and the opportunity to improve. Best regards, [Embroly - Customer Support Team]

Hi customer, this is the official response of Embroly team for the situation. Firstly, we want to apologize for the inconvenience during the process. However, we believe we did you best to assist you with everything We were willing to change the photo for you one time for free, which are required 10$ when you did not like the original design with your original photo. After that you still didn't like the new one, and we were willing to make any changes, but you didn't give any guideline and wanted to cancel. Our store policy stated clearly about the return/refund section that a portion of the bill will be kept as the expense for previous work after the digital proof released. We're sorry that our product did not meet your need, but we believe the bad review is not accurately right for our work, and also for our store. We hope to have a change to work with you in the future, we will offer special discounts for you. Best Regards, Embroly Team.

Hi customer, This is Embroly official response for the situation. Firstly, we want to apologize for the trouble and inconvenience caused during the process, we could not make you happy with the purchase. Secondly, we want to clarify about the refund, which we did with our conversation via email, but you did not satisfy with the solution. Your order value is 78.25$ US. The value of the item is 48.25$ US, and 30$ US is the expense for the international delivery. After our communication, the product arrived not align with your customization in the sleeve design. We then clarified very clearly that our best solution is the 50% refund of the item's value (which is 25$). We cannot send the refund of the delivery fee like you requested (which is not having any issue). We know it's our fault that the product did not arrive in the best condition, which it should be. However, we truly think that our solution is the fair solution for the case, we tried our best to assist you in the whole process although we are in the different time zones and different countries. In conclusion, we apologize for all the problems, all the discomfort you had been through, the solution we offered was the best thing we can do, and we're sorry if that offer could not make you satisfied. Best Regards, Embroly Team.