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I had such a great experience with all of the Poolin faculty. From the sales end to the service everyone has been so kind and helpful during the whole process of getting my new machine. Kai Tang was my technician and he was so nice and reassuring!
I had no issues what so ever it was very easy to put everything together and start embroidering!!

The product itself is very good quality. I got a Poolin EOM 15 needle and It's a beast! I 100% recommend. I’m so glad I went with it.

Excellent customer service! Kai Tang was very responsive and helped me solve my embroidery machine issue step by step. He reviewed my photos and videos, identified the problem, and my machine is now working perfectly. Thank you very much for your professional support!

Kai Tang is an excellent technical support specialist! He helped me through maintenance when my machine had problems after shipment. It saved me a lot of hassle instead of having to send it back for a replacement.

I bought poolin Eoc07 very nice machine i worked with it and it is easy to use

I was very upset that every stitch-out was awful, no matter how many tension adjustments. I reached out on the Poolin Support Group on Facebook to see what the factory tension was. Kai Tang asked me to message him, and I did. He took me step by step to adjust the tension. Needless to say, the tension was not the issue, but the timing. He was very patient with me, and I felt comfortable with his suggestions. He sent me a short video on how to adjust the timing, and it was successful. I received my Poolin EOC06 in December 2025. After adjusting the timing, it was the best stitch-out I ever had. I am very pleased with the customer service, help, and guidance I received. Give Kai Tang a raise. 🥰

I’ve used embroidery machines for over twenty years. I was extremely excited about Poolin’s price point for large area machines. I bought the EOCO7. I am very happy with it. It functions beautifully. Support is always ready to help.

Kevin helped me resolve my issue over the course of several days and provided clarification on other machine related questions. Great experience!

Being a completely new to embroidery, I have thoroughly enjoyed any interactions, support and guidance from Poolin's sales and tech support team. That support did not end, as with many companies, with the purchase of single needle Poolin EOC06, but it has been going on since Nov 2025. Excellent machine,fair price, above excellent sales and technical support, very responsive, knowledgable, patient and aiming to resolve any potential issues. Very impressed. I wish I could upgrade to the flagship EOX machine in their line up :)

Kevin has been an outstanding representative for Poolin. From day one, he’s been incredibly helpful with every question and challenge I’ve had. What impressed me the most was his response time—he always replied quickly and never left me waiting.

As someone who had never embroidered anything before, I had a lot to learn. Kevin was patient, knowledgeable, and took the time to guide me through the process without ever making me feel overwhelmed. Thanks to his support, I’ve gone from being a complete beginner to embroidering with confidence and excitement.

Thank you, Kevin, for your exceptional customer service, patience, and dedication. Poolin is lucky to have you on their team, and I truly appreciate everything you’ve done to help me succeed! ⭐⭐⭐⭐⭐

I just purchased a Poolin EOX after owning an EOC06 for a year. It has been fun learning how to use my new machine and look forward to all the personalized items I’ll be able to make. Leo Wang, Kai and Quianna Xu have all provided lots of assistance in getting my machine up and running and assisting with any technical support while I learn to use my new embroidery machine.

The service. I had so many questions and there was always someone available to help, and the videos are wonderful, easily accessible. Its made the whole experience ecxellent. The machine itself is grand. A bit of a learning curve, but that was expected as I had not used a commercial grade machine before. (Poolin EOX) The included supplies are of fine quality as well.
Thankyou.

Franchement Le service client est très efficace et rapide.
La machine coud très bien

El mejor servicio técnico que he recibido en mi vida!

Todas mis dudas, con los productos y la garantía todo me han ayudado es de las mejores marcas que existen!

Kai, helped me fix my machine in less than an hour. He was responsive and sent helpful videos to help me problem solve. He was easy to connect with and I didn’t have to wait to get help. I went with the Poolin machine over others because of the promised 24/7 customer support with real individuals and it did not disappoint. Thank you!

I was facing issues with understanding my Poolin machine as i am new to embroidery 🪡

However, Kai has been a great help!
He walked me through everything i needed to make my Poolin machine work just fine!

We do not usually write reviews but in this case we feel that it is very necessary to write one.
We purchased a BAI Mirror 1501 in May of last year 2025. After researching different companies for several months we choose to purchase the Bai Mirror 1501 embroidery machine.
It is something new for us to make this large of a purchase with a company outside of Canada.
My bank manager requested information that would be needed to make the abroad transaction.
We were dealing with Amy Wang of the a BAI purchasing group. She was able to reassure us that everything would go smoothly once her Bank manager had the legal information to transfer the funds. Amy said that once the transaction was approved at her banking institution that the BAI Mirror would be delivered with in 2 weeks of purchase. It was only 8 days and everything went off with out a hitch.
Once everything was done Amy set us up with Leo an engineer for the BAI embroidery machine.
Leo has been a God send. He has help us out from the first time that I set up the machine and hit the embroidery button. This is our first commercial machine so there is alway a learning curve. But with the help of Leo knock on wood that the machine has not had many major issues.
I would highly recommend purchasing a BAI Embroidery machine.
My wife and I have a small home business. We started this as a hobby and now it is almost a full time business.
The Customer Service is the best I have every had the pleasure of dealing with.
Thank for your time and I hope you enjoy your BAI Embroidery machine.
Steven and Greta

Kai and the whole team is great! The Facebook group is helpful, but takes a bit to get a response. Best chance is to email or message someone from their team. Kai asked for pictures and videos and sent me videos and pictures back to find the solution. After fixing our suspected issue, I had to redo my tension so we did a few tension tests. Overall, I am enjoying the Poolin embroidery machine and the team!

After so much research, I decided to buy the Poolin EOX 15 needle machine. This is my first multineedle and I was a bit nervous. From the beginning I have to say that this has been a great experience. Ordering was easy. Communication with customer service is excellent. I received my machine in 1 week from ordering and the process was smooth. Assembling the stand was something I did by myself and found it extremely easy. There are videos that you can follow on YouTube which were very helpful. Once I got the machine started from there on it has been nothing but exciting every time I stitch something. The quality of the work is amazing and I am excited to keep working on new things. If I’m stuck on something, I’ll send a message and Leo helps me out right away. I am already thinking on adding a second machine as soon as I possibly can! If you are thinking of buying an multi-needle machine and you are new at this, this one is a great one.

Wow! This company's support is amazing! I had just purchased my machine and kept getting an error message before I could even start embroidering. I put a message on the Facebook user group, and was immediately put in contact with an outstanding member of the company (Kai) who was able to work with me over the course of a couple days to troubleshoot the problem. He was able to send me videos for next steps, look at photos I took and give me feedback for how to continue addressing the problem, etc. I was blown away! I specifically picked this machine because I heard it had good customer support and I figured that would probably be what I needed. WOW-- the reviews are right! Poolin's customer support network is responsive, knowledgeable and friendly. A couple weeks after the issue was resolved, Kai reached out to me again to check that everything was still working and see if I needed any additional help. I cannot recommend Poolin (and Kai's support) enough!!!