I brought in a quilt to be embroidered. I was shown a picture of several fonts to chose from. Well,…read morethe font selection only showed the letters in the name of the font so I asked if I could see a preview of what I wanted embroidered in a particular font. I was told no, that wasn't possible. So, before I selected the font, I made sure to ask questions to make sure I would be happy with it since no preview was available. I asked if the font "Lucy" would be in print and not cursive and was told that would be. When I came in to pick up the quilt, the font was partially print and part cursive which looked silly and was not what I specifically asked for. It looked like two different fonts which also made the spacing look off. I asked the girl working if she thought the font looked wrong when I picked it up and she agreed that it looked like two different fonts used in the same word. She told me she would call her manager and send her a picture. At the time, the manager was unable to be reached so I left the quilt and my phone number for a return call. Before I left, I asked the employee if it was even possible to remove the embroidery/if that had been done before and she told me yes. Shortly after I left, I received a phone call from the employee informing me that her manager had said that since I chose the font, there was nothing else that could be done about it. I requested a phone call from the manager and received one the next morning. The manager called to inform me that they do not offer proofs because it would be "impossible" with the amount of business they do. She told me again that since I chose the font, she would not be changing it. I told her that I requested an example before printing and since that was not available, I made sure to verify with her staff member that the font would be in PRINT, not cursive. She told me that the employees don't know because they're not the ones who sew it, she is. If your employees don't know about the product they're supposed to sell, maybe you should be the one communicating with the customers rather than the employees...anyway, I pointed out that that would be an issue to discuss with the employee and proper customer service would take care of that as the customer was misinformed at the time of placing the order. She kept reiterating that I had chosen the font so she would not redo it. I then suggested that there should be a printed alphabet of each font available if they weren't going to offer proofs. She told me that "unfortunately we find that if the customers have too many options it makes the decision more difficult so we don't do that." Umm..that wouldn't be an extra option. That would be a more detailed presentation of the options listed as available to avoid unhappy customers and redo requests. It would take a whole 20 minutes to print an alphabet example to have on file of each of the font options they have. The "example" they do provide, which she seems to be convinced is sufficient, contained 4 letters. Believe it or not, there are 26 letters in the alphabet, 52 if you count capital and lower case letters. She informed me in a condescending way that again, I chose the font and therefore there was no changing it. After a lot of back and forth, she told me she would issue a refund for the embroidery but the quilt is "still functional" so she would not remove the embroidery and that's the best she could do even though it's "against policy" to issue refunds. So, now I'm left to buy a new quilt entirely and take it somewhere else to be embroidered. Terrible customer service all around. I do not recommend going here for embroidery needs. Photos below to show the font example provided and the quilt.

This place is terrible since the new owners! They make mistakes and do not make them right or give…read moremoney back. The new owner is a jerk!