Overnight Prints Overnight Prints, Overnight Headache: Having BBB on your company site doesn't make you a good company. Internet

I ordered business cards two weeks ago and used a promo code for the rounded corners that I wanted. I received the cards with no rounded corners last week. I emailed their "customer service" immediately and informed them of their mistake. I explained that I needed the business cards for a meeting but once I received the replacement cards, I would ship back the non-rounded corners. No response. I followed up via email two days later and again explained the situation. No response. Followed up via email another two days later. No response.

I just called their 888 number and the rep said the order did not have rounded corners. Having the confirmation email right in front of me, I asked if she would like me to send it so we were looking at the same thing. Apparently you cannot email their "customer service" people directly. She said she could send a call-tag to return the "defective" order and then they would reprint my cards after they receive the original order. Since this was their mistake, I explained (again) that I cannot go without business cards and need the new rounded corners before I give up the non-rounded cards. I was put on hold so she could talk to a supervisor. After 15 minutes of loud hold music, I was hung up on.

I called back and reached the same rep who told me they need the old cards back prior to issuing a credit to my card or doing the reprint. I asked to speak to a manager. I was on hold for another 10 minutes and was told that no supervisor was available because they are all in a meeting.

I have now wasted a week trying to reach out via email and another 30 minutes on the phone so I explained how unhappy I am. I was then told that they cannot create a new order and would have to charge my credit card again. Once they received the defective cards, my card would be credited the $60 on the original order within 3 to 4 business days (so in about 7 business days because of processing, etc). Because this is their fault, I asked them to send the correct cards and explained that I would return the old cards once receiving what that I should have gotten more than a week ago. I was again put on hold so she could ask her supervisor if this was possible (yes, the same supervisor who was in a meeting and could not take a call less than three minutes ago).

She came back and said they could do that. They need 900 out of the 1000 cards back.

I am appalled that these "businesses" can get away with this. I am a small business owner and cannot believe how these places can operate in this way. I very rarely complain to companies; if I receive something and it is not what I wanted, I learn my lesson and don't order from them again.

What's worse is that they are effectively fighting with me in a situation where all they will do once they receive the defective order is throw them in the garbage. I am not out to scam free business cards. I could fathom sending the defective cards back if I just received them but I've already wasted a week of my time and now more than 30 minutes on the phone.

I suppose having an awful interaction with a "company" like this makes me convinced that my small business will succeed. NOTE: nice UV coating on the card but they were not cut very straight and given the graphic on my card, this is noticeable. We are a screen printing shop and refuse to hand out printed cards that are sub-par.

Murakami
Chicago, Illinois
U.S.A.