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A couple of things:
1. It is very frustrating that you get some products from you and some from Transfer – just put them together and make it easier for us please.
2. Also, where is the glossary of material product that is easy to print? ex: Gorilla Grip: used for ……. heat, pressure and time. Fashion Film:… It would be nice to just flip a page instead of getting on line and looking. That way we could scan through that when we have a new material or product we are going to heat press with stock items.
Thank you for your consideration on these.
Hi Anita,
Thank you for your suggestions. We do have a couple of online charts that can help you easily compare our heat transfer materials:
Our Heat Transfer Material Comparison Chart gives basic information about CAD-CUT and CAD-COLOR materials, such as the finish, stretchability, application time and temperature, etc.
To see which fabrics our materials are recommended for, see the Material/Fabric Selection Chart. It shows recommended fabrics for each material, from cotton to polyester to neoprene. This chart can also be found on page 62 of the 2015 Stahls’ catalog.
Typically, I love working with Stahls BUT the last month of trying to place a patch order has been a nightmare! I started this order on 7-26-2023, today is 8-21-2023 and I have finally placed my order with the help of Jessica in the client relations team. It is my first patch order with Stahls and probably my last. If I had known what I know now I would have reached out to a different patch producer. The process of ordering an embroidered patch is not clear on your website. I uploaded the artwork and asked for someone to reach out to me if there were any issues before proceeding. NO ONE called me. So, I called them. They told me that the detail in the flag would not hold and recommended Print Stitch, I did not understand fully what this meant. I asked how long would the print last…no answer even now on this. I was ok losing detail in the flag with embroidery if the rest of the patch looked like the customer’s logo. So, we proceeded with physical proof. The physical proof got held up in Tennessee because of customs. It was at this point that I learned that the patches were not being made in the USA but in Mexico. This should be disclosed on the website. I finally get the sample and it is clunky. Border blue outline was too fat, font changed on the EST and 1997. My customer did not like this as I suspected he would not. Good thing I asked to have a sample of a general print stitch patch sent when the patch got held up in TN for my customer to see. He was game to try the print stitch option. At this point, I was not going to do anything without speaking the customer service. So, I called and told them that we would go with the print stitch option with only my customer’s name embroidered in red and the rest like the art I sent. I pointed out the thinness of the blue outline, the blue color being like in my art sent (navy) instead of the royal blue and I also asked for the art/patch to be sized up to the largest size at this price level to give a larger size of the art to give more clarity of the distressed flag. The CS rep calculated this size. 8-8-2023 the next sample was ordered and sent. The blue color was not changed, the blue outline was still thick and the patch was not resized. I reach out to CS once again. We go over all of the things that were not correct on this sample. And on 8-15-2023 the third sample was ordered and sent. When I got the paper print in email, I could see issues. the art was not sized up like I asked, they just thinned out the blue outline and added a heavy white space between the blue line and the overlock stitch. I was not happy with this and reached out to CS once again. I could not take another week for a sample to be sent again. Another sample would put me another week behind and I needed to get this job into production as I need to get the patches applied to the hats when they finally came in. I decided to have the customer see the paper print and make a decision on the patch so we could keep things moving forward even though I did not like the fact that they did not once again follow my instructions on how to resize this patch. They accepted this patch layout. I approved the layout. Once I approve the layout, I notice that the per-piece price had increased. UGH! I contacted CS once again and spoke to Jessica. I explained everything to this point and how the price had changed even though the CS person I spoke to before calculated the size for me. She adjusted the price and I reached out to the customer as they had mentioned getting 60 pieces instead of 50 pieces. I calculated the prices for 60 versed going to the next price point at 100. They agreed to get 100 pieces. Finally, I think I am over the hump on this order. So today 8-21-2023 I contacted Jessica again about getting this order going with the adjusted prices only to find out a hidden price for shipping. The shipping would not be the customary flat rate $7.50 it would instead be a special flat rate $24.50 because it is coming from Mexico!!! UGH UGH! My customer needs these by September 8th and I had no choice but to take this price hit on shipping! While some discounts were applied for things along the way, the amount of time I have had to spend on this is lost time/money.
ALL of this info should be on the website…being made in Mexico, and the shipping cost from Mexico. I also recommend specs for patches like the size of the overlock stitch, and the area inside of this that can be printed for a print stitch. And customer service should be better trained to help customers like me when we are placing an order like this and are calling for help. Very frustrating experience!
Hi Jean! Thank you for your honest and candid feedback. We are always looking for ways to improve our customer experience, so I have passed your feedback along to the appropriate channels for consideration. We’re sorry to hear that your experience wasn’t ideal, we will carefully factor in your feedback while evaluating our approach to improve for the future. If there’s anything else you’d like to discuss or any additional details you’d like to share, please feel free to reach out. We’re here to listen and ensure your concerns are addressed. Thank you once again for your valuable feedback.