Business ProfileforCarbonless On Demand

The prices offered by Carbonless On Demand are very competitive. My business has been a customer for 10 years. In general we have been satisfied with their products and service. Our store places one order a year for 11,000 2-part forms. The quality had been good until our last order 10/22. The second page of our 2 part forms (canary color) were grey and hard to use. When I was placing this years order 5/24 for 11,000 forms I told Carbonless On Demand customer service rep, Tatum of my previous print problem. She asked for proof, which I provided 3 pictures to her. She told me her manager told her it was probably caused by humidity or poor handling. So in other words, he was saying it was our fault even though these forms were kept in AC and never mishandled. We were only hoping for a small discount on this years order. I asked customer service twice, explaining this was a production issue, but was told the manager didn't care. We received no consideration for the poor quality of the printing order.

Hello,
We appreciate the kind words as they pertain to our competitive pricing.  Regarding the order placed in October 2022 had the issues been brought to our attention within 30 days of receipt we could have inspected the order, brought back the defective slips and/or replaced the entire order.
Unfortunately, by the time we were made aware of this issue it had been over 15 months since the order had been placed. 
According to the phone conversation we were under the impression that you wanted to ensure the quality of your forms, which we would gladly spot check your order through production.
Thank you for the pictures you sent of the past order. There are varied factors that could have created the issue depicted/described.  We provided these reasons as possibilities and in no way accused you, or your company, of causing these issues.
The question was what type of “guarantee” we offer to ensure the quality of our product(s).  We do quality inspections on all orders.  As for our guarantee here is our snippet from our website:

“Damage or Problem with an Order
In the unlikely event that there is damage or a problem with an order due to either a shipping or production error, we will fix the mistake.
We must have the opportunity to fix a mistake if one was made.
You must contact us within 30 days after receiving the product to notify us of any issue.
After a Pre-Authorized return of the product, the corrected, or reprinted, product will be shipped back out to you.
If there is cause for a refund for any amount of the purchase price, it will be at our discretion and only after the Pre-Authorized returned product has been returned.”

As a valued customer, we hope that any issues you may have with future orders can be dealt with in a swift and timely manner.
Thank you for the years of patronage and look forward to many more years to come.  Once again thank you for taking the time to leave a review and rating as this allows us to grow as a company.  Should you have any questions, comments, or concerns please do not hesitate to contact us.

Sincerely,
David M*****
President
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