At Embroidery Digitizing Services USA, customer satisfaction is extremely important to us. We are committed to delivering high-quality embroidery digitizing services and handling any concerns in a fair, transparent, and timely manner.
This Complaints Policy explains how customers can raise concerns and how we manage and resolve complaints.
Our Commitment
We aim to:
- Provide professional and accurate embroidery digitizing services
- Respond to customer concerns respectfully and promptly
- Resolve issues efficiently and fairly
- Use feedback to improve our services and processes
How to Submit a Complaint
If you are dissatisfied with any aspect of our service, you may submit a complaint using one of the following methods:
Email: [email protected]
Phone: 740-873-1641
When submitting a complaint, please include:
- Your name and contact details
- Order number or project reference (if available)
- A clear description of the issue
- Any relevant files or screenshots
Providing complete information helps us investigate and resolve the matter more effectively.
Complaint Review Process
Once we receive your complaint:
- We will acknowledge receipt within 1-2 business days
- Our team will review the issue carefully
- We may contact you for additional information if required
- We will propose a resolution based on our service terms
Resolution Timeline
We aim to resolve most complaints within 3-5 business days, depending on the complexity of the issue. If additional time is required, we will keep you informed throughout the process.
Revisions & Corrections
If a complaint relates to a technical or quality issue with a digitized file, we may offer:
- File corrections or adjustments
- Revisions in line with the original order requirements
All resolutions are handled in accordance with our Terms and Conditions.
Escalation
If you are not satisfied with the proposed resolution, you may request an escalation. Your complaint will then be reviewed by a senior team member to ensure it is handled fairly and objectively.
Continuous Improvement
We value customer feedback and use complaints as an opportunity to improve our embroidery digitizing services, processes, and customer experience.
Contact Information
For complaints or concerns, please contact us at:
Embroidery Digitizing Services USA
📍 3025 La Branch St, Houston, TX 77004, USA
📞 740-873-1641
📧 [email protected]
🕒 Monday-Friday: 8:30 AM – 5:30 PM (Local Time)