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I got similar bag of Lily and Bean and thanks to https://www.clothingric.com/coupon/lilyandbean! it helped to save my money with provide me online 50% off on this item. The personalized name is not embroidered; instead, it is printed in a rubbery material that looks very cheap. It should be embroidered! For the quality and lousy customer service, this item is pricey.
Oh no – I’m so sorry to hear that! I have four of their bags and have been really pleased so far. I’m sorry this was your experience, that is definitely disappointing.