Custom Patches

I've designed and worked on half a dozen embroidered patches and over thirty other patches with Chinese based companies and twice with this company. I was excited to get to work with a U.S. based company as dealing with outside companies can sometimes be challenging due to language barriers and all. My first patch with Custom Patches.net was a simple enough design and turned out fine, I was pleased and even recommended them to a friend. The second patch was more detailed. From to get-go, I was left feeling that my order was not worth their time from dealing with their graphic designer who showcased sloppy and lazy work and then decided to just use the image I submitted to get approval to move onto the sewed sample. Easy enough, or so I thought.. The first sample was about what you can expect from an embroidery company and required a number of adjustment, which is totally normal. I left detailed instructions and awaited the next sample. When it finally came back (longer wait than is listed on the site) I was left confused as to why it did not meet the criteria laid out. Colors were changed that shouldn't have been, items were missing and some items weren't changed at all. I contacted the sales rep who seemed to be the only helpful person there and explained the situation and left more detailed instructions as well as several pictures showing exactly what the issues were. The company's general manager emailed me acknowledging that some of the items were not met and assured me she would speak with the production team and get to the bottom of it but that some of the items in question might not be possible. From my experience working on patches, I knew this was a BS answer as the changes were nothing difficult but DID require some fine-tuning and time. I replied that I was frustrated with lack of communication and never heard back. The next sample arrived (past the deadline now) and STILL failed to correct colors (the easiest thing to change and requires no additional work other than loading a different thread) as well as not meeting other criteria. At this point, it was painfully obvious that my low number order was not receiving the attention or care that a larger order might receive. I contacted the sales rep, yet again, requesting a cancellation to the order as well as a full refund sighting a loss of confidence in the company being able to produce a product I was happy with and lack of communication along the way. I have since received the refund with no further explanation of why this happened which would lead me to believe, I'm correct in my assumptions. My recommendation to anyone looking at using this company is this: First, most importantly, consider how big your order is as it definitely seems to be a factor for this company. Second, look at your design and see if it contains any small or difficult shapes or details. If they do, ask yourself if you are willing to sacrifice quality and losing some of that detail? Third, how important is customer/vender communication to you? Can you afford the extra time it takes to request changes to a sample, and then waiting for it multiple times with no communication in between resulting in getting your product wrong over and over? Last, know that even though this company is U.S. based, a lot of their production is still over in China so their really just a middle man which also drives up prices. I will not be recommending nor using this company again, I've gotten better quality, amazing detail, friendlier customer service, way better communication and cheaper pricing from other companies.

"I ordered 200 and after tweaking the design I got the patches I wanted – exactly. I was charged upfront $35 for a sample patch to be mailed to me but they took the cost off of the total. I am very pleased with this company."