I followed up after more than a week since we hadn't heard back from PrintPlace. The customer service rep patched me through to Mike with PrintPlace's quality assurance department. He first, said without researching into the issue, from his experience it was a communication error that shrink-wrapping our brochures into 250s probably wasn't possible as they would be too large. When I informed him that we had ordered these jobs from PrintPlace in the past and they were shrink-wrapped in 250s. I let him know we had to pull employees to recount 40,000 brochures and use our own supplies to repackage something we paid PrintPlace to do so we could sell our marketing tools and the cost was upwards of $850. The PrintPlace rep asked what I was asking for. I told him a resolution of credit or refund as our job wasn't completed correctly. He said this couldn't be done because there was nothing wrong with the printed material. He went on to say, that shrink-wrapping was only $35 per 10,000 brochures, so he could credit us $150. I then asked about the manpower in counting the brochures. He said he could credit $250 total and that was it. I told the PrintPlace rep I didn't feel this was satisfactory, but would bring it to my director's attention. The PrintPlace rep said he would get this in writing and I told him he needed to send it to our email on file. I have yet to see his written proposal, however PrintPlace can keep their $250 credit as we are taking our business elsewhere.

Note that PrintPlace talks up their Guarantees, but doesn't really follow through. This is taken directly from their website: They aren't just words to us! You can place your order with confidence because it's backed by our 100% satisfaction guarantee. You WILL be satisfied or we WILL make it right! PrintPlace