This sounds very very strange to me. I’ve worked in printing, and any professional should know that some things come out completely different to what they look like on a screen. Granted, most of the time we sent pdf’s as proofs, but then again, most printing is a logo in a corner or a slight variation to something that has been done before.
Also, a good company would have checked with you before going ahead if they had noticed that things didn’t go as planned. I say go with someone else in the future.