Paul Howell reviews

1558103528

Galicia Monforte

google

I am very sorry to hear this. Please contact us immediately so we can make things right!

1559757966

1

Bad customer service and poor quality.

1528847265

Katrina Lucero

google

I appreciate the feed back. If I may respond... 1. Turbo Threads states on their order form (in bold all caps, just above where the customer signs the order, not "fine print") and on a sign on the wall: "TURBO THREADS WILL NOT BE RESPONSIBLE FOR REPLACING ANY CUSTOMER SUPPLIED GARMENT OR ITEM TO BE EMBROIDERED, PRINTED, OR DECORATED THAT IS SUBSEQUENTLY DAMAGED OR DEEMED UNACCEPTABLE." This is also reiterated verbally to any customer that brings us their garments to be embroidered or printed. 2. Based on that policy, in our first communication by phone with this customer after the order had been picked up, we stated that we would refund the cost of embroidery (sight unseen) of the item in question, but not the cost of the jacket. She immediately threatened us with legal action and stated that she would ruin us on social media. 3. The customer then composed a lengthy email to us. In that email she once again threatened us with legal action and further asserted that any time she devoted to further communication she would bill us at $150 an hour. 4. One of the reasons for our policy (as stated above) is because not all garments are suitable or designed to be printed or embroidered. Many of the jackets she provided (via an employee) had a diagonal, curved seam running across the back of the jacket. We explained that this would make the embroidery challenging and did they still wish to continue? The employee said to proceed and signed the order form and left us the jackets. 5. When the jacket in question was returned to us for inspection, because of the threats of legal action made by the customer, I made the decision to video record the inspection. We did not record the gentleman she sent with the jacket, a person who identified himself as "Mark". We were courteous and friendly to him. 6. In the course of the inspection we determined that on the 8.25" wide embroidery there was a 1/8" difference in alignment from the furthest left point to the furthest right point in relation to the rest of the jacket. A little high school geometry will reveal that there is a less than 1 degree (.868 of a degree to be exact) tilt to the logo. When we placed it on an employee, we noted that there is no discernible tilt. 7. We provided actually sewed out proofs to the employee before production. We obviously cannot proof on one of the jackets provided on the off chance that it was not acceptable. Changes were actually made to the design after the first proof. Proofs are done to confirm size, thread color, and general composition of the embroidery. It is absurd to assert that we should have done a proof on an actual item, even more so on an item that we do not provide. 8. As for her claiming that we are holding her to something she didn't sign herself - she chose to send one of her employees to carry out the transaction. Her employee acted as her representative when she signed the order. Commerce would grind to a halt if employees were not accepted as representatives of their employers. Imagine if the CEO of Ford had to personally sign off on every purchase the company made! A ridiculous and spurious assertion on the clients part. 9. Turbo Threads has been in business for over ten years. I have been in the imprinted sportswear industry since 1987. We are members of the Better Business Bureau, NFIB, and I am on the Board of Directors of the Rio Rancho Regional Chamber of Commerce. Our other Google reviews are very positive. We are sorry that Ms. Lucero feels the need to attempt to take financial advantage of a small business and when we do not respond to her extortion takes to social media.

1528918576

1

Keeping business local is always my goal. As a fellow small business owner I understand the challenges on both sides when a customer is not happy. Unfortunately and fortunately, I have more knowledge as a consumer and professional due to the industry I operate. My interactions with Turbo Threads ("TT") has been shocking and my business transaction disappointing. I always do my research. TT insistence on standing behind poor workmanship where 1) they had not yet even taken the time to inspect my complaint and 2) when they did, actually admitted that their work, the embroidery on a jacket, was at least an 1/8 of an inch off and acceptable to THEM (not the customer) speaks loudly as to why consumers need to stay away from this business. TT actually audio and video recorded, and harassed (dirty looks, sarcastic remarks, yelled at - 3 team members all together behaving the same way) the poor runner who was tasked to deliver the jacket at issue for their inspection. Why come back two days later and ask to inspect the jacket if their decision not to stand behind their work had already been made 2 days ago? They have also tried to use the "fine print" and "signs all over the store" as their basis for not reimbursing the cost of the jacket they damaged. TT says embroidery is an "art form" and a manual process that requires straight lines and seams, even going as far as saying our jackets were defective because we didn't purchase the jackets from them. All jackets were Spyder and The North Face branded. Apparently the purposeful slanted seam on the back of the jackets was not something to tell us would be an issue for them before taking our order. In fact, 8 out of 9 jackets were fine and within an acceptable range (to the eye not actual tape measure). I find it hard to believe that TT continues to ignore reasonable responses to their excuses. Instead, just coming up with another excuse. TT offered to embroider another jacket "for free" but would not replace or reimburse the cost of the jacket they ruined. Why would we trust them again to ruin another jacket when they believe they have no requirement for accountability regarding their workmanship? Because "a customer supplies their own jackets" and the outcome is an "art form"? TT also offered to refund the $12 we paid to embroider a $90 jacket. Does this sound fair to you? Read their fine print, which is vague and in totality they don't follow themselves. We even asked for samples to approve all work before hand. Apparently this also doesn't matter because TT still feels that they can show you a proof, including the one we got on actual fabric, and do or provide something else or of lesser quality because they say their fine print allows for it. I was the purchaser and never was my signature required. From a business and legal perspective, you can't hold the fine print against someone who didn't even get it before hand. I based my decision to move forward on the proof provided. Although we are NOT all that happy with most of the jackets, a reasonable person understands there can be acceptable variances in any industry. The one jacket and embroidery at issue is not within reason and an acceptable variance. The list of excuses and blame goes on and on. Consider your needs and if 1/8 of an inch matters. If customer service and a materially straight embroidered logo also matter, then TT is not the business to work with. Posting the email exchange between us, and even the video they allegedly took of my runner would definitely show TT defensiveness, lack of professionalism, and customer focus this business has displayed thus far. Consumers do your research with embroidery. DO NOT TRUST TT. Keeping business local isn't always the best option when it comes to working with businesses like TT. Rio Rancho should be ashamed to have TT in their business community. What further due diligence could a consumer do to prevent a bad business transaction like this? Nothing.

1603424234

Heli A. Galaz Aguirre

google

5

Amazing Customer service, very high quality and more than professionals! Best place i would go to get some embroidery done to my caps, and hoodies! They have a variety of things they do! They wont disappoint and that is a fact! Love this place and has earned my respect and loyalty! Thank you Turbo Threads! Best in Rio Rancho! WOO HOO!

1578857257

Cindy Van Meter

google

Thank you so much! Great customers like you are why we come to work every day!

1579124365

5

We love Turbo Threads! We have been using Turbo Threads for many years and Paul and his wife have been fantastic. We have a small travel agency and we like to have nice shirts with our logo. Turbo Threads has created several beautiful shirts! They are so good about helping us select the color of thread that will contrast the best with the color of the shirt. We have purchased many of their quality shirts as well as we have brought in some of our own shirts. We have also had some beautiful business cards made, purchased promotion items for our company and many other services they provide. Their prices are very comparable to other companies including the ones on line and we feel good about buying local and getting friendly and personal service. We highly recommend Turbo Threads for all of your personal and business needs. They can embroidery almost anything, create fantastic business cards and they have several promo items!!! They even embroidered Christmas stockings!

1577203720

Adriana Gabaldon

google

I am very sorry that we did not live up to your expectations. Unfortunately, during the holidays, our employees request time to spend with family and work hours get adjusted. We did go over all of the options available and I wish we had known that we were not able to provide what you wanted when you ordered your custom jacket. We did tell you, when you placed your order, that we will apply patches but that we do not provide them. We do offer to directly embroider on the jacket and we will make custom embroidered (not chenille) patches upon request.

1578527632

1

I'm a student and I came here, super excited, to get my Letterman. I had an awful experience, they were very rude and disorganized. The Letterman lady was never there to help me and they didn't have patches I wanted and complained when they offered to make the patches. Everything was very limited and I couldn't make the jacket I wanted. I would not recommend coming here to get any embroidery done.(I would give zero stars if I could)