I would suggest that it is because of the settings on their Tiger embosser. This looks fine to me, but I only feed one page at a time (rather than tracter feed), and I move the sheet over to the right (see attached photo of position) rather than at the suggested margin to make mine work. Having said that (and I know it works fine for me), I know that some agencies insist that the CorelDRAW file be in portait mode.
The agency for whom you are doing the work should give you the specs that they require for tactile graphics.
If anyone else has encountered this situation, please feel free to add your comments/suggestions!