Complaints

This profile includes complaints for The Embroidery Warehouse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Embroidery Warehouse, Inc. has 2 locations, listed below.

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  The Embroidery Warehouse, Inc.

  2954 SE Loop 820 Fort Worth, TX 76140-1025

• 

  The Embroidery Warehouse, Inc.

  PO Box 11977 Fort Worth, TX 76110-0977

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an 8 head, 15 needle embroidery machine on July 24, 2024 for The Embroidery warehouse (refurbished) for little over $25,000. The machine that was supposed to be completely refurbished was sent with bent needles, dull trimmer blades, bent pickers, stripped bevel gears and completely distroyed x&y belts. On top of all that the timing is off and the hat frame they sent was bent also. I have been calling to get this fix and they tried telling me it was refurbished and that it might have been due to shipping. I sent photos to them of the problems and they sent new bevel gears and videos on how to replace them. A bandaide on a shotgun wound. Icalled and emailed seveal times and they keep repeating that the contract states they are not liable for anything but sending new parts. I have asked time and time again to one: send a tech to come fix all the things that where not original fixed before shipping to me, two: Come pick up the machine and just refund my money and three: Have the owner call me. Non of thses things have happened and I have been told they will not happen. All they will do is keep sending parts if covered by warranty and videos on how to correct the problem myself. This is not the first time this has happened as I reseached and saw several 1 star reviews with the same problems. I just want them to pickup their mach9ine an refund my money dure to the fact that I was sold a used piece of equipment that clearly hasnt been refurbished.

  Business Response

  Date: 05/22/2025

  We have asked this client on multiple occasions to send pictures of any warranty part requests and email them to **************** as well as CC to **********************     We did receive pictures of a belt which, a replacement is being sent.  However we did not receive any other pictures for other parts requests or issues/concerns.

  Generally knives/blades are not covered under warranty because they are considered consumables and replaced often, depending on usage.   We did however ask to see pictures to evaluate as they might just be out of calibration or to discuss with the tech assigned to this machine.     The pickers generally do not need to be replaced unless physically bent by misuse, for example.  However they could also just be out of calibration which our staff can help with that over video. 

  It is important that we receive any pictures of any issues or concerns to the email addresses listed above

  We can schedule a phone/video call on how to install the belt or to calibrate the knives/pickers by going to ***********************************************************************

   

   

• Initial Complaint

  Date:04/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used machine in December of 2023 for $22,660. Despite several follow-up phone calls, it took three months to get the machine delivered. Once delivered, it took weeks to get scheduled for training. Once scheduled, it was discovered that the *** reader is malfunctioning. Ensuring that the machine was functioning properly was part of the explanation for why it took three months to have the machine delivered. We have now waited another month for this company to examine the part. No update. I called this morning and got the typical response. "The guy is not in, someone will call you back." They never do. This company is highly unprofessional and I am not going on five months after purchase and I still can't use the machine they sold me. This is absolutely unacceptable. Of course the agreement we signed says the sale is final but this should be void considering the machine itself is not usable. I am absolutely irate and want a refund. I do not want to work or endorse this company any longer.

  Business Response

  Date: 05/21/2024

  Customer was having issues with reading files off their *** sticks.

  Our tech determined it might be the *** drive so he had them send their *** drive to us.

  The *** drive checked out GOOD when we received it but, we didn't have a replacement in stock at the time.

  Once stock was replenished, we sent customer a new drive.   Customer reported same issue.

  With additional tech support, it was determined customer was using a MAC computer to format their *** sticks which was not the correct format for their machine.  We sent customer a windows formatted *** stick which then worked.

  We suggested to customer that they purchase a laptop compatible with the format requirements needed for the machine or use software tools (if available) that will will be the correct formats.

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction - October 5, 2022 iNVOICE - ***** Amount Paid - $8,975.00 The Embroidery Warehouse committed an operable Tajima TEHX-C1501 embroidery machine to be delivered with machine stand. Order included 3 sets of tubular hoops, Cap system with 2 cap frames, thread digitizing, lettering and editing software, USB Upgrade and USB to WiFi capability. Order came with 1 year warranty on non-consumable parts. The nature of the dispute is that the machine delivered has never operated properly. Since delivery in October 2022 the machine has sat idle.Within the first month of the machine being delivered the Embroidery warehouse sent two different machine boards and provided technical support over the phone. None of these actions were able to get the machine working properly. They have offered to send a lower cost machine to replace this machine and use the difference in cost to pay the shipping cost which is unacceptable to Halftones LLC since the delivered machine has never worked and we feel that we shouldn't have to foot the bill for them shipping the new machine and returning the non-functioning machine. Since mid-November I have sent numerous emails and placed numerous calls to the Embroidery Warehouse with no response back to us (Halftones LLC). In essence we have paid for a product that is useless to our business and for the past month and a half have had no response to resolving this matter.

  Business Response

  Date: 01/16/2023

  The machine was shipped and delivered. The customer reported some issues with **************. October 20th the technician did video and phone support for the reported issues. He was sent a video of the machine running and functioning correctly. Shortly after (a few days) another issue was presented and the same technician assisted with and helped correct the presented issues.The tech calls persisted from OCT. 20th to Dec.20th.Throughout the service calls we were shown that multiple different articles of clothing were embroidered on and in fine quality. The warranty provided has covered all concerns with the machine and we have offered video support to cover all issues the customer has stated. However the issues involved have been not a concern for the machine not operating correctly, but that the operation and functionality of the machine needs to have more experience and training on the customer base to help improve the quality of operation. We did offer a lower priced machine as replacement, at customer request. The customer wanted the full difference in costs between the two machines repaid and shipping of both machines covered by the seller. However, our policy does not include the shipping of the original machine nor the shipping of the new replacement at our cost based off of the signed sales contract. Our techs do not feel the machine is inoperative but perhaps needs more time assisting customer with issues they might be comming up with. We have reached out again to the customer to schedule another video call to get them the assistance they requested.

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a single-head embroidery machine from this company. It was delivered to me this past September. The machine has a 1 year warranty. The machine broke down during the second week of December. I called to report this. I did not receive any call back or email acknowledging my issue. After repeated attempts, someone did return my call. I described the issue to them, and was told a technician would call me. When I did not receive a call, I called them again. I spoke with a man named ****. He acted very cavalier and told me he is just "hourly". The next day a technician named ****** called me. He began helping me troubleshoot the issue, then I explained to him that I would have someone in my shop the next day, Saturday. I asked him if he would be in and he said yes, that he would call me at 10:30 am CT. I waited at my shop until 4 pm on Saturday, but he never called. I have since disputed the funds I paid to this company with my credit card company. When I said this to a woman I spoke with at the company, she got very irate and told me this was "stealing". After the call, a man named **** called me later that evening. He said someone would call me the next day - I never received a call. It seems that once this company gets your money, they want nothing to do with you. All I ask is that they honor the 1 year warranty, not to slow-walk it until the warranty expires.

  Business Response

  Date: 12/27/2022

  ****** has been talking with ****** as well as his employee.  ****** said that he was not able to work with ****** because the employee was the one who was going to be doing the work on the equipment was not there, and had to reschedule, etc.  We have been closed all this week due to Christmas holidays so most all our staff is no in at the moment and we are experencincing back logs but, ****** is for sure in contact with both ****** and his employee.