My guess is they didn't use a stablizer. Can you check the back and see any evidence of a stablizer? I would go back and ask them why it puckered like it did. I would tell them I expected a refund. I am not even sure it will quilt out without puckers. I think I would rip it out and replace that piece. Machine embroidery is very hard to take out. Good Luck. I know how disappointed you are.