Frontier Coffee R.
You added 43% to my cost?
A bad experience turned positive! UPDATE: I did get contacted by customer service and the experience was wonderful. Roastar is going to get my next order which is hopefully much larger than this one. Thank YOU!😊
Response from RoastarApr 23, 2024
We are incredibly sorry to hear that you were caught off guard by the additional bags that you were shipped and invoiced for due to our quantity tolerances. We understand your frustration. If we could produce the exact amount of bags our customers needed we absolutely would! We don’t love putting our customers in a tough situation. Part of the benefits of digital print is being able to print such small runs for our customers, which we are proud to be able to offer those that may not have access to this type of custom packaging. Due to the nature of producing flexible packaging, we never know exactly how much extra material we will need to get all of your order produced just right - sometimes our machines struggle, which means you won’t get quite as many as you were hoping, and sometimes the machines run smoothly, meaning you’ll get a few extra. Because we print digitally, we are able to break down our minimums for the style of bag you ordered to 100 per SKU (awesome until our machines run great for all 10 of your designs, leaving you with 50 extra bags per SKU, the maximum our tolerances will allow) and an extra charge. Although we could toss the bags, we think it’s best for the planet to not waste perfectly beautiful packaging, therefore we have built these quantity tolerances into our ordering system. We make every attempt to be as transparent as possible about these tolerances from the time you quote through the time you place your order. Your experience is our top priority and a member of our customer service team has reached out to you to discuss your concern further. Again, we really apologize you were caught off guard!