Rachel what did the people at the embroidery shop say when you picked it up. Did they acknowledge the problems or did they act like it was fine? If anyone has to rip it out I feel it should be them. If it damages your fabric they owe you the cost of your fabric, notions and labor. You did lovely work. They should at least restore it to the point it was before they started their work on it. If we take our car to a mechanic and the problem isn't resolved we feel we should not have to pay until the problem is resolved. Why do we cut ourselves short on our quilting?
I am unhappy for you. I understand your not saying anything right away. I am like that too. I want to think it through so I can say something sensible. You owe yourself more. Good luck on your decision.