At OAKEYS Safety Ltd, we deal with branded workwear every day.

Most orders follow a simple process:

• stock is supplied
• branding is applied
• goods are delivered to the customer

This case did not follow that pattern.

What follows is a factual account of our experience working with DPS Embroidery (46 Hallam St, Balsall Heath, Birmingham B12 9PS), based on documented email correspondence across multiple orders.

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The Setup

In early 2026, we used DPS Embroidery for several customer jobs, including:

• Concrete Structures and Floors (larger branded order)
• INTOHEAT (embroidered polos)
• Murlog (hi-vis vest order)
• A1 Maintenance (trial order)

In all cases:

• OAKEYS supplied the stock
• DPS handled branding and dispatch

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The Concrete Order (Where Things Started to Slip)

18 March 2026

Stock was delivered to DPS for branding.

At this stage, the process was standard.

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4 Weeks Later – Still Not Complete

By 20 April, we were advised:

• some items were “missing”
• clarification was required

We responded:

• confirming the full order
• confirming all items had been sent

There was still no confirmed dispatch or completion.

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Nearly 7 Weeks In

By 5 May, the order had still not been confirmed as complete.

At this point:

• part of the order had already been moved to another supplier
• the remaining items were still unresolved

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Account Hold During a Live Order

Instead of progressing the order, we were advised:

• the account was overdue
• no further work would be carried out
• goods would only be released once payment was made

This occurred while:

• a live customer order remained incomplete
• OAKEYS-owned stock was still held by the supplier

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A Separate Dispute: INTOHEAT Order

A separate issue arose on another order relating to setup charges.

The situation

• Setup was referenced in earlier communication
• No clear approval for the charge was provided

Result

• Disagreement over whether the charge should apply
• Further discussion around:
  • file formats
  • embroidery setup requirements

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Communication during this exchange

Statements included:

“Really don’t have time for childish Tit for Tat”
“Just pay the bills and carry on with whatever you do”

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Delivery Instructions Not Followed (Murlog Order)

Timeline

• Initial delivery address provided
• Address updated the same day
• Final address confirmed on 26 February

Issue

Despite updated delivery details:

• the order was not redirected to the final confirmed address
• follow-up was required to resolve the delivery position

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A1 Maintenance: Trial Order Required Clarification

On a small trial order, DPS queried:

“Can you confirm if this is Embroidery or Print as there are fleece here”

This required:

• clarification on branding method
• further input mid-process

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What Actually Went Wrong

Across these orders, the issues were not isolated.

They fell into several clear categories:

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1. Delays

• Extended turnaround time without confirmed completion

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2. Stock Control

• Disputes over items received
• unclear order status

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3. Communication Gaps

• repeated follow-ups required
• lack of clear timelines

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4. Commercial Disputes

• setup charges
• artwork and file requirements

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5. Operational Impact

• account status affecting active orders
• goods withheld pending payment

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6. Fulfilment Execution

• delivery instructions not followed

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The Impact

This situation resulted in:

• risk to a £50,000 per year customer relationship
• delays to live customer orders
• additional time spent managing supplier issues
• the need to reallocate part of the work

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What We Took From It

Following this experience, OAKEYS Safety has implemented tighter controls:

• reduced reliance on third parties holding customer-owned stock
• clearer approval processes for artwork and setup charges
• defined turnaround expectations
• improved tracking of goods sent for branding
• earlier escalation where delays occur

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Final Note

This article reflects a factual account of our experience with DPS Embroidery, based on documented correspondence.

Full communication throughout these orders has been retained.

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The Takeaway

Branding is not just about applying a logo to clothing.

It directly affects:

• delivery timelines
• customer relationships
• business reputation

Selecting the right branding partner is a critical part of delivering a reliable service to your customers.