I hired R and L Embroidery to sew pvc patches and puff embroidery on hats. I was told that they'd be ready in two weeks. When the deadline passed, I called and texted the owner, Richard Sauenz, but never got a response. After a month had passed, I went to their office and learn that they had not started on the project. So I took the hats back and was promised a full refund within a week. It's been over three weeks with no refund issued. I do not recommend this company to anyone, as they are not reliable on any level. read more

I've used R&L for both my business needs as well as personal patches and embroidery and they always deliver! Such a nice group of people and their products last and look great. They just moved to a larger storefront caddy corner from their old location right off 32nd and Greenway and just getting setup and unpacked but they still accepted my latest order and didn't skip a beat. Definitely recommend! read more

This is the second year I have used R & L Embroidery to get some work done for my daughter's volleyball team. Their ability to get orders done in a timely manner was suspect then, but I chose to give them another chance this year. I walked in right after they moved locations. Everything was in disarray. I took that into account when I had my daughters backpack embroidered with name, number, and team logo. I did hers first to give the team an idea what it would look like. Richard said he could have it done in a couple of days. I came back couple of days later and it wasn't done. His daughter was gracious enough to do it while I waited. I came back the following week to get the rest of the team done. I handed off 9 backpacks on a Tuesday. Once again, I took into account, they were still getting the store put back together and told him I could wait until the following Wednesday to make it easier on him. I arrived on the following Wednesday to the backpacks not only being not done, but they were missing. They could not find them anywhere. The next day Richard told me they still couldn't find them, but he would be willing to pay for new backpacks. So, on Monday Feb. 12th, 2024, I took the new backpacks in to get them embroidered. Richard was on top of it and assured me they would be ready by noon on Wednesday. I explained again what I wanted, and he said he understood. I was going to show him a picture, but he said he was good. I was feeling a little uneasy on Wednesday morning so I called at 10 AM to make sure they would be ready. Well, they were not ready. His daughter told me she did not know the color to make the name and number. Needless to say, the respect and grace that the parents and kids showed Richard when he lost our backpacks was sorely lacking on his part when the backpacks needed to be completed. I sent the picture to his daughter so she could finally get the backpacks done. I stopped in at 12:45 PM to pick them up. Richard owed me $460 for the replacement of the backpacks. He didn't have the money and asked if I could stop by later to pick it up. I told him that I didn't live close to the shop. He asked where I live and I told him. He said so. I live farther away. This is the point where any respect I had for him was gone. If I would have not called ahead and walked in at 12 PM . Those backpacks would not have been done. Then he doesn't have the money he owes. UNBELIEVABLE!! He could see that I was annoyed and offered to get the money and meet me to give it to me later in the day. He told me to call his cell and let him know where. I told him my daughter had practice from 6-8. I called him between 5:30 and 6. No answer. I texted him. No response. Today I had to drive back to the shop to collect the money. He thought it was more important to go to a Suns game than to fulfill his obligation to me, the kids, the parents and Revolution Volleyball Academy. I know I am small potatoes in his grand business skeem, but the way we were treated shows me that Richard needs to retire. His business won't be hurt by this. He can treat the small fry poorly because he has big contracts that he makes his money from. He should be ashamed of himself. I will never go back there. If you have small items to be done, go somewhere else where you will be treated with respect. PS: I paid to have the Revolution Volleyball Academy logo put into their computer for everyone at Rev to use. What sucks is, I will never be able to use it again. Shameful!! read more

DO NOT WASTE YOUR TIME!! I came in and ordered a couple hats with patches. Came back to pick up and they were wrong. They had to redo. I came back a couple months later and ordered two more hats with patches. Came to pick them up, not only were the patches wrong, they were on the wrong hats. They said they would get it corrected and would even have an employee meet me to drop them off because I live far from their office. They never called. I went in to pick up and they said they hadn't even gotten to them yet. I ended up getting a refund because they obviously couldn't manage to handle a two hat order. DO NOT WASTE YOUR TIME! Terrible customer service, very disorganized, lack of communication! read more

Summary: This company was not truthful about my order and did not have items ready on time. They knew I had a business deadline. They did not respond to numerous voicemails and emails that were sent over a 5-day period. I ended up scrambling to find another company, paying a $125 cancellation fee to the photographer for a missed deadline, and incurring a rush fee with the new embroidery company. R and L is EXTREMELY unorganized, terrible with communication, etc... Moreover, there was no offer to make it right. I normally look at reviews and this time I failed to do so. Lesson learned. The details: I chose R and L because I was quoted a competitive price and a fast turn-a-round time. I needed the items in one week. I dropped the items off on Monday and was told they would be ready on Thursday (a few days later). I stated that I would not be back until Sunday, so they had extra time. I was told they would create a real embroidered logo tag and place it on top of my item so I could see the look of it (not just a computer image) before they completed the other 15 items in my order. I was told the actual embroidered logo tag would be stitched and placed on top of one of my items. Then, a photo would be sent via email that day or on Tuesday. I sent a message on Tuesday to follow up. No response. I left a message on Wednesday. No response. I called on Thursday and was told it would be sent to me that day. Nothing came. They are normally closed on Sunday, but they previously said I could pick up my items by 4 PM because they were working on a project. I called, but there was no answer. I called again on Monday. From the start, they knew I needed to have my products in another town two hours away and that I needed to get them at store opening. I called. No answer. I called again and the lady who answered said she knew nothing about my order. I was placed on hold for 15 minutes. I finally hung up. I called several times and finally got someone to answer. The guy told me he would send a photo in 10 minutes. Waiting... waiting... and 50 minutes later, nothing. I called and he said he "just sent it on text". I confirmed the text number and I asked him to send it again. Of course, nothing came. I waited another 45 minutes. I called again. No answer. I drove to the store. Now, we are at the end of the long story... There was no embroidered logo. They never made one. THEY, NEVER. MADE. ONE. When I walked into the store, he wanted me to look at the digital file of the logo on the computer screen. Ummmm.... no. I sent that to him a week ago and he just needed to change the file type. I guess he forgot he said he sent a picture of the actual embroidered logo placed on top of my item. Not one item was done and there was no embroidered logo sample. I took my items. I was done. I missed my deadline with the product photographer. I had to pay a $125 rescheduling fee because I could not get the items there in time. Heck, they did not start the job and it was already after 2:00 PM. I found another place to do the work and had to pay a rush fee to get it by next week when the photographer is available. Trust me, it is not worth the savings to go to this place. The store looks like a hot mess and there is no organization whatsoever. The other competitor has a very organized order process and business. I am very happy to spend my money elsewhere and very disappointed in R and L Embroidery. RUN!!!! read more

What a horrible place. Ordered sets of patches. Was told they would be ready in 2 weeks. 6 months later finally received them, but only after many trips. Owner would say they would be done one day but then when that day came they were no longer ready. He always had an excuse like waiting for glue to dry or needed to be cut with hot knife. The excuses kept coming. Finally after picking them up after a few mistakes and misspellings I come to find out they patches aren't even symmetrical. Save yourself the hassle and go elsewhere. He talks a good game but he, his store and his patches are all trash. read more

Horrible customer service. Went in on a Monday to get one shirt embroidered and was told the shirt would be ready Thursday. It is now two weeks later and I am just now receiving the shirt. I DO NOT RECOMMEND read more

I had a rush job and R & L took care of it promptly as promised. I appreciate that because even though my job was small and not a huge revenue source for them, they agreed to do it for me and did it in between two other jobs. They really did me a huge solid taking care of this job for me on a very tight schedule. Richard seems to be a good guy. Not sure what the bad reviews are about but I notice that they are at least 2 years old. He tells me he's been in business since the early 80s so I think a handful of Negative Nelly's are to be expected. Great job R&L, many thanks! Tony G. read more

Richard took care of me when I brought in scrub tops to be embroidered. They were all done the same day. He was very personable and I was very pleased with my experience. I definitely recommend this place. read more

I had a simple embroidery request that two other places could not fulfill. I called R and L today and my request was fulfilled the SAME DAY! Good quality and great price. Very happy with my experience. read more

If you want patches done that take months to get or an owner who constantly fucks up what you ordered and makes constant excuses this is the shop for you. Rich was supposed to supply patches before April of 2022, it is now the last day of May and he had to rush to get patches done. The order was placed in February weeks went by and he always had an excuse. His favorite days of the week are Wednesday and Saturday. He would tell us everything would be done by Wednesday, Wednesday would come around and he would say nope sorry Saturday. This continued for weeks and weeks. Then he shut his entire operation down for new machines which "were broken or missing parts." He then started back with his Wednesday and Saturday bullshit. I'm not sure if I have ever met someone so incompetent in my life. He offered nothing to rectify the situation he simply doesn't give a fuck. I figure for over $1k dollars you would do what you possibly can to make the customer happy. He charged for digitizing font, which I understand, but only when it's the correct font. He took months to tell us the link with the font didn't work when he opened it. He then said he digitized a different font but the funny part about that is the name of the font he said he used doesn't even exist. So how'd you digitize that Rich? He talks a big game about what he can do with his machines but in reality the work is mediocre at best. After many trips to his shop it proved to be a waste of gas each time after promises of of days patches were supposed to be done. Save yourself the hassle and headache and go to Phoenix Moto leathers or another establishment that actually cares because Rich does not. read more

Richard is a great guy...Any kind of garment decoration/embellishment, R&L can do it - Shirts, hats, jackets, custom patches, you name it...Solid workmanship and competitive prices...They do work for some high profile clientele - Which speaks for itself...A+++ read more

If i could leave negative stars i would, owner is rude short tempered and lies , i live 40 minutes away, i called inquired about having the name of my company embroiled into some dickies, he said it would be 18 dollars when i drove 40 minutes to come in he said it would be 39 i was ok with it tho and left the pants he said he had only 2 orders in front of me and hel call me the next day, this was saturday, sunday i received no call,monday i called in and couldnt get an answer, then i got a call back mid way through the day monday saying that he did a sample and it was too arched so hes redoing it and working it as we spoke and that it would be done the next day around 12:00 or 12:30 , so tuesday comes around and again i cant get an answer all day when i try to call, so i decide to drive down there again , it is 130 at this time an hour after he said theyd be done, on the way in i got an answer on the phone but when i told him who it was he said hel call me back, at no point diring the 40 minute drive did he call me back, and when i got there and walked im he said " didnt i say id call you back" and when i said that i couldnt get an answer and that they where suposed to be done so i just came in he said, "ive been busy with orders all day" and that my pants wouldnt be done today.when i asked why, and stated that he told me taht he only had 2 orders before mine and that he was already working on them and that they would be done today he got mad raised his voice and started telling me how my service and buissness doesny matter and is not important , that he gets enough business and big orders and my small order doesnt matter , he then gave me back my pants and refused my service after waiting 4 days, i planned on getting 20 pairs done if the sample looked good but he refused my service and yelled/cursed at me simply for inquiring on why what was promised was not delivered and why i was put on the back burner read more

Took my project of embroidering 7 shirts and 4 hats in and gave him my logo. This was a simple task, as I am an owner/operated service business. He said he could get it done within a week, no problem. So, I gave him the job. I called him after a few days as he requested to see a proof of logo. Well, he said he had been very busy and hadn't gotten to it yet and that I should call him in another two days and he would for sure have it ready for proofing. So I called him three days later and he STILL hadn't gotten to it. Long story short... this went on for over TWO WEEKS!! I should also mention that you cannot always get a hold of him via phone and his voice mail is not set up, so you cannot leave a VM. Very frustrating to say the least! Finally, I went to his store and sat out front until I got a hold of him. Even during his so-called OPEN hours, his store front was locked. When I did get a hold of him I said I want to get my shirts and hats back, now. He came to the front door and let me in... handed me my shirts and hats and just said, sorry. What a jerk! I said nothing and walked. Obvious to say... NEVER AGAIN!! read more

As a follow-up on my earlier review of the 50 bag tags I paid for but never received.... since the owner never refunded the money I paid in full, I asked Call For Action, AZ Central, to assist me. The owner was contacted and he promised to credit my account. Call For Action followed up a week later and the business phone has been DISCONNECTED! certainly not a case of being a "negative nelly" - Richard is a very bad business man that takes money from hardworking people. Very smooth, very likeable, just a shyster! read more

The owner seems to be a very nice guy however this business does not meet the expectations on what an embroider shop is or should be. I ordered my embroidered snapbacks on January 8, 2019 it took more then 5 weeks to complete my order. On average an embroidery or clothing apparel business should take 10 business days to complete an order. The company was not truthful on meeting deadlines. The communication is very poor. In relation to the physical products I ordered there is a lack of detail. They will ignore your phone calls, emails, text messages, etc..The only way to get something done is for you to show up to there office and micro manage them. The employees do not know what they are doing and one of the employees manage to get into a heated argument with two of our employees. The quality of the embroidered hats is not worth the $400 Dollars that I paid for them. The embroidery is sloppy and poorly executed. I would stay clear from this company. read more

I'm giving a one star due to lack of service. I needed to take care of an order for one of my customers with 31 that had been discontinued product, but wanted to make sure I went above and beyond to get her what she wanted. I called last week to see how long it would take. She said a half a day if I dropped off early. I said I would come by once I got the bag delivered to me. So I drop it off by 9:30 yesterday and she said to come by tomorrow at the same time and pick it up. So I get there around 12:15 pm due to an appointment and it's not been done. So I had to wait for them to do it. Then she had the audacity to charge me for a rush when she was the one running behind. I said I was supposed to pick this up earlier and it shouldn't be a rush that she was charging me $3 for. She totally ignored me and charged the $15 instead of $12. Due to this I will not EVER be coming back here if I need anything special ordered again. You shouldn't overcharge customers when it's your fault for over promising your time of service and not doing your due diligence. I'm not happy. But I had to get this done to ship out of state to my customer. So if you like good customer service please consider me instead for getting bags and such personalized. Emily Tossetti, Ind. Director with 31 read more

R&L does great embroidery work. But the service is awful. I was told my order would be ready on a certain day and upon going to pick up, I was told it wasn't ready.. no courtesy phone call at all. Several orders I put in were incorrectly embroidered and I felt like it was a push to get them to correct their mistake. This last time, I was told the owner would replace the jacket he incorrectly embroidered. He told me he would let me know by Monday... I haven't heard anything. Terrible customer service. I gave them several chances, knowing it's a small mom and pop shop and mistakes happen. But when you take no initiative to fix your mistakes, that's when I'll take my business elsewhere. I have tried to get in touch with the owner but they answer their phones maybe 1/5 times you call and the store is randomly closed at different times of the day, which makes it even harder to get in touch. Stay aware from this place unless you want to deal with the headache of fixing items they messed up on and having to pay out of pocket to fix their mistake. read more

RL Embroidery provides great contract services and overall as been a good provider for our products.

Ruined my 2T soccer jersey for my son's birthday. Richard said he would never embroider a shirt so small and would screen print and would be ready in a week but when the week was up, no shirt to speak of. Came back days later and still no shirt, finally after 2 weeks my shirt was complete only they had embroidered it and now it looks just awful. It is bunched in the back and my 2month old can not wear this shirt properly due to the embroidery. When I asked the front desk person why they did this, she informed me that it was an accident so I asked for my money back to which she replied they don't keep money on property and she doesn't know how to reimburse or write checks - I later find out she is the owners daughter. Still, this is an on going process now a month later and I still don't have my money back. They keep promising to refund me but tell me lies when I call everyday. Do NOT bring your business here - unethical read more