Pat's Monograms — Attraction in Southaven

We have been having our items monogramed for years in the Collierville/Germantown area so when someone told me about Pat’s Monograms, I was absolutely thrilled. It's a local business which is also located in a great area so I was very excited.

Upon entering, the store is quite organized, lots of unique merchandise and the environment is very inviting. Beautiful, actually! The first young lady I encountered (I'll call her "Rose"), she was really great and was the one that I felt comfortable placing my orders with. She told me about the process and to send her an email with the image that I wanted on my T-shirts. I sent her the email, she sent me confirmation mock-up of the item--it was perfect-so I told her that I was good with moving forward. Mind you, this order was paid in full prior to any of this. Also, "Rose" was the name on each of the emails I sent and received over the past four weeks so each time, my assumption was that I was dealing with her specifically or someone she'd authorized access to her email.

First, there was a huge problem (the store identified it first) with the initial color of the print that was sent in so it had to re-ordered and there was a shipping issue because of the holiday and once this one was received, it was not correct either. So this resulted in a 2 week delay so when I finally got the shirts back, they were all wrong and nothing like the mock-up. I mentioned it of course and I was disappointed but reassured that any additional orders would be correct and with their new method of ordering, there would not be any problems moving forward.

SO, now there’s a 3rd order….no need to get detailed because yet again, it was not correct! Once I saw the items in the store to pick up, even the young lady at desk looked surprised-I’ll call her “Lola” and she was very apologetic and understanding. So, she went to authorize a discount because of yet again another error on their part and this is when the situation changed and the true reason for this review.

Here comes-I’ll call her “Monica” who clearly from the look on her face coming to the desk was annoyed that she’d been bothered by this customer. After two minutes talking with her and listening to her dismissive and condescending tone, I was just ready to get out of there! Her look of fake concern and passive aggression was palpable! She was unprofessional in her initial contact with me which set the tone. She is definitely not the person to call to speak with customers on the spot. I just told them that I was ready to leave, dropped the conversation, paid, picked up my box and left—unsatisfied as a local customer.

Moving forward, if “Rose”, ”Lola” or any other store representative initially initiates contact with a client, if possible please let this be their final contact person for order verification because this is who the relationship was established with. Having a beautiful store in a great location but workers who don’t know how to treat clients is completely pointless. I was really hoping for a positive outcome which is why I kept giving them an opportunity to correct the error but this was truly a mistake on my part. You live and learn but it’s sad to say that it took spending almost...

New job uses Pat's Monograms for uniforms. Their website does not have a sizing chart, and I wasn't sure I'd like the quality of their shirts, so I opted to take in my own shirts to be embroidered.

I wanted to have the shirts before starting work, so I called beforehand to see the turnaround time on orders. They said 5-7 days. The website also said typically 1 week for small orders (my order was small, 6 pieces ~$50). I dropped them off on a Thursday, confirmed again that they should be ready in 5-7 days with staff. They did offer to ship them back to me, but I wanted them before work so I opted to return to the store to pick up instead of risking shipping delays.

The next week, I had not gotten any updates by Friday so I called about my order. They had not completed my order, they had not started it. They said they only had 1 person working on orders that Friday, but my order will be available to pick up on Monday. I asked if there was any way that I'd be able to pick up 1-2 shirts, and return on Monday for the rest of them. She said would would ask the 1 person filling orders, and call me back with an answer before the end of the day. After 6 hours of not receiving a call, I called them 30 minutes before they closed. They were not able to complete it then because she was working on a $4000 piece. They do not work on orders on Saturday, and they are closed Sunday, so they again said I will be able to pick up my order on Monday.

Monday I started work, and I called after I got off with no answer (still within their typical business hours). Got off 30 minutes early Tuesday (4:30pm), called them and the order STILL had not been completed or even started. Said I will be able to pick up the order Wednesday.

All this resulted with me having to drive 40 minutes after work at 5pm in Memphis traffic to pick up shirts that should have been ready last week. They care more about the large money orders rather than their customer service. They did say they had 2 people out sick, however there was absolutely ZERO communication about delays on orders. Completely unprofessional.

The staff is friendly, and the quality of the logo was fine. That does not excuse the frustration they caused due to their lack of timeliness and communication though.

EDIT: the owner called me almost immediately after posting this to personally apologize. Her reaching out personally and the conversation we had proves how much she cares about her costumers, the quality of her work, and the community she serves. Maybe next time we will consider sending out an email to expect 1-2...

Worst experience ever. First I ordered a cardigan for my senior and it was shipped without the school Monogram which was supposed to be included. I called and spoke to someone about they told me they had on there and they would put the Monogram on it and I just needed to bring back the blank one and they would call me when it's done. I gave the my direct number to call me No call. I call them for them to tell me we don't have that size and I would need to bring the one I have so that they could put the Monogram on it. (I ordered online so that I did not have to go to the location.) Take the cardigan to the location and was told it would take about 30 minutes I was cool with that, but when I returned to pick it up in about 45 minutes the cardigan wasn't done because the people that were there did not know how to change the thread sooooo now I have to wait tell the following day until someone came in that could finish it and was told that once it was finished they would ship it to me and I would receive it on Saturday. ( I was told this on Thursday) I didn't receive it until the next following Thursday before school started. Fast forward to the second day of school(Tuesday) the thread is unraveling on the Monogram, so I called on Tuesday to let them know and was told the they could fix. I informed the only day that I would be able to come was Saturday 8/9/25 because of my work schedule and the young lady said it was fine. I get there Saturday 8/9/25 and nobody works that can fix this issue and I was told that would be Monday 8/11/25 when they can fix but my child has to have to wear on Monday. So now I'm stuck trying to find how to get this fixed be for Monday. If I was told beforehand that nobody worked that could fix this issue on Saturday I would have made other arrangements.... Over all THE WORST...