Coastline Stitches — Local services in Signal Hill

I hate having to leave a bad review after coming so highly recommended by a good friend. The quality of stitching is amazing and top notch however, that lack of customer service and almost non-existent communication just made this a horrible experience for me. I tried various times to reach out via phone, text and email and got no replies. Multiple attempts went unanswered for weeks then months. I drove down on a Saturday since the hours listed show the shop as open, and nothing. There was no one available at the shop. Finally I tried Facebook messenger to which Austin replied and apologized and I figured, "alright, stuff happens" so I gave them the benefit of the doubt. He said his team dropped the ball and my 4 hats that had been paid for on April 17th would be ready the coming Monday June 17th. I reached out via Facebook again to confirm my Monday pick up and once again my communication attempts went unanswered. I finally had it, so I decided to drive down to the shop again during the week and I found someone at the shop to speak to. I explained my situation to the young lady and she was able to get Austin on the phone. She put me on the phone with Austin and I told him exactly what I'm writing here verbatim "The quality of your work is great but your customer service just effin' sucks." Austin apologized and said he'd have the hats later in the week and have them shipped. So after over 2 months, about 4 emails, 3 texts, 2 voicemails, 2 shop visits and half a dozen Facebook messages... I finally got my hats. They did double my hats and gave me 8 instead of 4 which is cool but I just wish this place cared more about their customer service because I was hoping to use them on bigger orders due to the great quality of work. But, no matter how good the quality, if a business doesn't appreciate their customers enough to respond after multiple attempts then I'll take my business where it's appreciated. Not to mention that if this is what I had to go through for 4 hats, I can't even imagine what it would be like for dozens.

This review is an honest review and I am in no way trying to blast this business. This is literally what I experienced when doing business with Coastline Stitches. And again, the quality of work is amazing but unfortunately the customer service is on the opposite end. I do appreciate them at least getting my hats to me, even if it was 2 months later. Better...

I had called around to other places before I called Coastline. It was around 4:30pm ish and everyone was very tired and didn't sound like they wanted to deal with me. Then I happened to call the next one on the list and it was Austin at Coastline. He was very professional, answered all my questions and even gave me a heads up on a mistake I could've made. After we hung up, we continued communicating via email sending sample photos back and forth for several more hours! Reason it took so long was because I have 2 kids that I was giving baths to and making dinner. But he kept answering my endless questions, never getting impatient with me and stuck with me until I was ready to make a decision. He absolutely exceeded my expectations when it came to customer service and I KNOW customer service because I own an online retail company. The fact that he kept in touch till way after the normal end of the business day of 5pm tells me he is passionate about what he does, loves his business AND genuinely wanted to help out a customer. And it's not like I was putting in a $500 order...we finished with doing a few samples first. But it didn't matter to him. He wanted to help. It was a no brainer going with Austin and I look forward to growing my business with him. That extra mile he took that day (and I'm sure many other days as well) has got him a business customer that could seriously start spending hundreds of thousands on him one day. Thank you Austin for reminding me that GREAT customer service...

I have used the services of Coastline a few times now and have yet to be disappointed. Austin is very responsive and honest with his process. My first experience with Coastline Stitches was a large order of a custom logo stitched on my car club's shirts. I provided the shirts and just needed our custom logo and club name on a few different places on the different shirts. Austin was very straight forward and reviewed our logo after he rendered it to make sure it would come out the way we wanted. After giving him the green light, he turned our 20 shirts out within a week! I was very surprised in the quickness of him finishing the order. Because of the positive first experience, I returned to get a custom logo stitched onto some leather car seat covers. Again, he rendered the logo and did a fantastic job. I am very pleased with the quality of the stitching and definitely recommend this shop for any embroidery needs. His prices are very...