I had originally ordered 7 sets of business cards from overnightprints.com. We got them the day of a big event for our company. Right before the event, our CEO noticed that his cards were trimmed the wrong size but, as scribbling our info on scrap paper was the only other option, he handed some out anyway. We also noticed after handing a few to people at the event that two of the other sets were obviously discolored on the back.
Immediately the following morning I phoned Overnight Prints customer service, assuming that the company would want to back up their quality guarantee. (Overnight Prints guarantees prints will not be defective in accordance with industry standards. If a design is found to be defective, then you may contact Overnight Prints for a reprint or a refund.) However, once I spoke with a person at Overnight Prints, I was informed that I would have to return all of the cards to get a refund. Obviously this was not possible and I offered to return most of the cards so that they could see the defects and provide us with what we ordered - a quality product. First I was told that if over 15 cards were missing they would not take them back, and then I was told that if even 1 card was missing they would not take them back.
I was not requesting a refund, nor was I requesting that the company replace the cards that were used. I was simply asking that Overnight Prints replace the defective prints we have with satisfactory products a reasonable request for a company that has a quality guarantee.
I would like to state for the record that I am utterly shocked at this company's lack of ability to satisfy customer complaints. Having been unable to resolve an issue with subpar products and being told by 'Marcus' in customer service that I will have to keep said products because company policy dictates it, I will be forced to order prints from another company. I will happily tell every person I hand my cards to NOT to get them at overnightprints.com. It amazes me how companies with such reprehensible customer satisfaction can still be in business.
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