Talitha P.

New UPDATE (2 years later!):
Hard to believe I'm writing this, but I think it's safe to say (another 2 years later) that this company has zero interest in customer retention. Once again, after 5+ attempts in the last month to contact them, it's the same result. The customer blaming, offering a $5-10 coupon, and making the customer feel like they should be thrilled with that solution. I originally called about an order or letterhead that turned out terrible. They blamed my staff for approving a bad file, which is true. However, they still didn't print the file the way it looked in our online approval. I've spent the last month trying to resolve this. The customer service team is kind, but can't do anything so they pass you on the a Supervisor who appears to be skilled only in customer shaming. They don't accept responsibility for anything and offer zero solutions. The last Supervisor I spoke to today lied to me stating they sent an email before the order was processed telling us that the file was corrupt. Wrong - that email was sent after we already received the bad order.

To top it off, I was so upset in my last call that I couldn't even tell them that another print job (an annual report booklet), arrived and the entire inside of the book was missing about 50 of the reports. The quality was great on these (even though they alerted us that it would be bad - yes, go figure that out. They almost always say there's something wrong with the file so how are we to know when there really is or when it's their auto reply!). We discovered print error as we were handing them out at our annual fundraising gala. Had to call back today and speak to someone else who said "she'll pass it along to quality control to see if there's anything they can do." Here comes another $5 coupon.

We've canceled all other outstanding print jobs and are moving on with another company. Hopefully others are saved the hassle by reading this and can find a company that actually cares about their customers.

UPDATE:

About 15 minutes after I posted the review below I got a call from a manager named Fernando. He was gracious, very apologetic, and immediately gave me a credit for the full order. I really appreciated his response and have changed the review to 3 stars. I would give them a higher review because of how happy we've been with the product, but I still can't believe how much time was wasted on trying to resolve their error.

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We've been a regular customer for 5 years & have given this company tens of thousands of dollars. Last month, we placed a large order that included all the pieces to an invitation to our largest fundraiser of the year. We're a non-profit organization and this event raises close to 50% of our budget. When the order arrived it was missing a critical component - the response card envelopes. After multiple calls with customer service (and never so much as an apology or a sense of urgency to fix the issue), they reprinted the envelopes and they arrived TWO weeks later. This caused us to miss our shipping deadline by more than10 days and has had a financial implication on our event. I eventually spoke with 2 "managers" who tried to blow off the issue and thought I should just be happy that they reprinted the envelopes. After expressing how devastating this error was on our end, one manager promised to forward a request to their quality control department for a full or at least a partial refund. After two more phone calls they finally sent an email offering a $15 coupon on our next order. I spoke with another customer service representative who said she confirmed that this was the "best that they could do" but that she understood how frustrating that was to us. She promised that the manager of the quality control department, John, would call me back before the end of the day. Never happened. I called again today and John was in a meeting. Another promise that he'd call back. They told me John is the highest authority in the company and no one else can help me. I'm insulted by this type of customer service. It's unacceptable to treat a longstanding customer (or any customer for that matter) in this manner. I am absolutely shocked that a company like this would lose a customer over a mistake that is clearly on their end. Hopefully John calls back, but I'm not holding my breath.