EFX Design & Marketing

I used EFX because they were recommended by Patagonia. I used them to embroider snow jackets for a team. I have since gone elsewhere to get embroideries.
My main complaints:
1. Confusion — I was always talking/​emailing someone else, and filling out lots of forms for something pretty straightforward. The process is tailored to make EFX’s job easy, not the customers.
2. The time & Communication necessary — I just want to be able to hand over my stuff and not have to deal with it. Some emails and forms were way too long and full of information I did not need. The process (7 weeks) took longer than I thought it should have.
The actual quality of the embroidery stitching was quite good, but was printed at a crooked angle.
Our communication process:
¹¹⁄₁₉ I used EFXs website to request a quote
¹¹⁄₂₁ EFX replies asking for logo
¹¹⁄₂₂ I send logo as word document and specify size
¹¹⁄₂₉ EFX asks for logo
¹¹⁄₂₉ I resend word document
¹²⁄₂ EFX sends quote (it was $ 97 just for set up, which I thought was pricey — digitize, setup, and proof). Says «new order form to fill out is attached.»
¹²⁄₃ I reply that order form is not attached
¹²⁄₃ EFX sends order form. Its blank so I gotta fill out a whole new thing.
¹²⁄₃ I send order form
¹²⁄₅ EFX asks for high quality image rather than word doc. I start to get frustrated.
¹²⁄₅ Says my date of ¹²⁄₁₇ for jackets is no longer possible without fee, because they need 14 days processing and 1 day for shipping
¹²⁄₅ I said no rush, but I for sure need it by the 4^th (1 month). Send in JPG.
¹²⁄₁₉ EFX sends proof
¹²⁄₂₁ Me: Proof is different than JPG
¹²⁄₂₃ EFX sends new proof. I approve.
¹⁄₈ Jackets arrive, but they never told me they had even shipped, and they arrived late
¹⁄₉ I get an email that they shipped on the 7^th
A 7 week process (even with holidays) is not acceptable

Everything was great in September
Then the shirts they said they had, turned out to not be available,
Then they were available but no longer in the sizes advertised,
Then in January the shirts were sent to the wrong address.
Then my email was not returned asking what would happen if I could not find the mysterious person who signed for the t-​shirts at the wrong address.
By late January I found the mysterious person with the t-​shirts on the next block and the kind folks who had supported my expedition down the Rio Grande had their wrinkly t-​shirts.
Only one of them was printed in the wrong color.
Why did you recommend this company Patagonia?

I used EFX Designs for a fairly large printing order and could not have been happier with the turn out. Every piece of my order was perfect, the prices were the best I could find, and the service was amazing. They worked with me through a billing issue on my end, allowing me to still meet my deadlines.
I will definitely turn to EFX first for any future screen printing needs.

Patagonia referred this screening company to me to use for printing on their field shorts. Since Patagonia is a reputable company in my book, I decided to take the recommendation and go with the more costly services they provide. Patagonia shipped my stuff to them for free, so I only had to pay for the shipping from EFX to my place.
I had the order form submitted to EFX before they got the shorts to ensure that the order could be processed in a timely manner. It seemed like everything was working fine until I kept getting emails saying my order form was incorrect. Every time, I would check it and show the sales woman how the information was correct. Whatever. This only happened 4 times.
Anyways, I asked for a mockup of the shorts so I could make sure I would get what I was asking for and they said that they would get it to me right away. They ended up printed the shorts without even giving me a proof. After I got the shorts in the mail, I asked for the proof to add to my website, and at this time, they informed me that it would cost me $ 12 since it was no longer part of the process.
The quality of the printing they did is good. Costly, but good. I looked through the order and one of the shorts was not fully printed. No big deal, everyone makes mistakes. I got the shorts in the mail in the week of September 12^th. It is over a month later now and they refuse to return my calls or emails on how to get this pair of shorts fixed. My team member just had to use an old pair that did not match with the rest of the team.
Overall, I am very unsatisfied with the poor customer service I have gotten with this company and will not work with them ever again in the future. I am happy with the quality of the final product (of the ones that were completed correctly) but the process to get there was absolute hell.