Turbo Threads — Local services in Rio Rancho

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...

As a business who is a multi-year winner of the best in city award, we have a standard of customer service that we operate off of. If we make a mistake, we will happily offer a refund or compensation, as it was our mistake. Unfortunately, we can't say the same for this business. We placed a rather large order with them for embroidery of all of our staff's hoodies with our logo. We received a call while waiting for them to be finished in mid-December telling us that they messed up on a hoodie's embroidery which could not be undone as they double embroidered over it, attempting to fix their original mistake and that our only options were to have a patch placed over the mistake and embroidered over it, or for us to buy a whole new $40 hoodie and drop it off to them, which they did not offer to compensate us for. We asked for the patch. We were told the hoodies were to be ready by the end of the month of December, and when I called on December 30th, they were not finished. The lady explained she was sick which delayed her. As a manager, I completely understand being out of office due to sickness, but communication is very important in those situations as we had told our staff the hoodies would be ready on the 30th and no one had called to tell us the order would be delayed. When we tried picking them up on the day we were told they'd be ready we were met with an extremely snarky employee who was angry with us because we had picked up a day earlier than we had said we would ( which was the day we were told they would be ready anyways) and that they delayed finishing our order due to this. Upon picking up our order, they attempted to charge us for the patch they had to use to fix their own mistake, and did not offer to comp the jacket at all which was not what we had originally ordered. This is the second year in a row this business has messed up an order for our store, last year they printed a design upside down, and did not offer compensation for that either. We are now having to pay for another $40 hoodie as well as a fee to get it redone at a different facility because they had put so much incorrect stitching on the hoodie it was irritating our employee's skin. If you are a business looking for a bulk order, do not go here. Negative experience both times...

I came in today to have my daughter's name embroidered on her dance bag. Said to them I needed it by Monday. And both ladies there were like, Eeeeeeeeee, were two weeks behind and that they didn't think they would have it done by then. When I explained to both of the ladies there that I was trying to be a "superman" of a dad and that I was trying to make my daughter feel that she has the best dad in the world, and when they saw the disappointment on my face, the lady that does the embroidery said to me, "I'll do it. I have to stop the machine anyway in the middle of an order anyway so yeah, no problem. we'll take care of it and have it to you by your daughters birthday". Now before I went to this store I had read this one bad review from this lady by the last name of Lucero. And let me tell you, the customer service I got today and the compassion I received today from these folks that don't know be from shy-nola, well let me tell you that lady from the bad review doesn't know what's she talking about or she herself must have had a bad day and blamed these poor folks. Cause these people by the names of Rachel and Joy are some of the two nicest people I have ever met. And then the owner came out to talk to me, Paul, God, What a nice guy. He carried a conversation with me like we had been friends for life. I felt so comfortable there and to move things around for me to impress my daughter and for me to see a smile on my daughter's face for her birthday, well this means so much to me. And it's because of the customer service I was given at "Turbo Threads". That mean old lady from that last review was just an ugly person. I will tell my friends my neighbors and the whole world to come do business here cause these folks are the "BEST"!!!!!. Thank you Rachel, Joy and Paul...