ComplaintsforHerff Jones, Inc.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********** ** ******** ** **************** requires Herff Jones to be used for academic regalia which is in turn required for attending graduation ceremonies. The company does not offer shipping options, just $15.95 regardless of delivery location (which, for me, was 10 minutes away from them). They state that crafting the items takes a long time but I agreed to 21 days from order placement to delivery. They sent my order to be delivered the next day from the point of label creation despite only 16 days passing from the order placement. This is part of the obscene shipping cost. It is explicitly stated multiple times that I would have received shipping/tracking information upon the item being sent, which I did not. Information on shipping, issue resolution, business hours for reaching customer support, and quality of the item are not available and the support phone number is unreachable. Upon opening my completely sealed package, I found only one of the crucial, necessary, incredibly important items included with others missing. I did not find them upon searching the mail room, box, building, and surroundings. The company states on their FAQ website section that my issue will be addressed within 60 days of the delivery which means it is very possible I could miss out on my graduation date. Finally, on the FAQ section it is stated that one should inquire bookstores about pickup information for on-campus distribution which means this is an entirely plausible option due to the distance between the University Bookstore and Herff Jones being 7 minutes.

  Business response

  05/07/2024

  This issue has been resolved. Our service team addressed this matter on 26-APR-2024 and 30-APR-2024. Items were shipped out on 30-APR-2024 and tracking number ************ was provided. I followed up and spoke to ******** on 7-MAY-2024 at 12:15 pm and apologized for any inconveniences. Customer confirmed that she was assisted and has received all missing items. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Original order date was: 08/03/2021 for $1,061.81 (see attached e-mail pdf). The confirmation e-mail says they will e-mail me when the product ships. After the order was placed, I received a phone call that they said they would not be able to get my robes to me in the time they originally quoted, so I got a rental for Fall 2021. The impression I got from the phone call was that it would take a long time because of COVID related delays. Spring 2022 I was getting married so I missed commencement and wasn't thinking about my regalia. Then on August 4th, 2022, I reached out for an update on the order because I never received it. That communication has gone through till today when they finally admitted they will not do anything to help with the situation. At times they told me the robes had shipped, but were never able to provide proof. I asked why I never received notice of shipping and they said it would have come from my account. So I logged in and it says the product has never shipped (see screenshot of account png). When I showed them that information, they then told me they could do nothing about it. So I am moving on to other parties hoping for some sort of resolution - either the robes or the money back.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We ordered my sons jacket, cap and gown, and class ring on sept 22 while they were at his school doing a selling event. We asked when everything would be ready and we were told before Christmas so we put down almost $1500 based on that promise. His ring arrives in November, but it has to be sent back because they spelled his name wrong. It’s now the last week of February and it’s finally ready to be picked up again, fingers crossed they did it right this time. The jacket, however, is another story. We got a text on January 6 (well past the promised pre Christmas date) letting us know it’s delayed and will be ready February 15! However it’s now February 21 and we are being told it’s still “at the factory”, probably not even finished yet. It’s been five months since we ordered it, are you serious!? I’ve asked for it to be cancelled and refunded twice due to it being clear they cannot fulfill their orders on time, if at all, but no response back. When I made my first request they talked about getting back to me with a discount instead, but I never heard back on that either, just another delay tactic from them. Now the current request is pending because they informed me the owner can’t be brought to attention about this because he is making rounds to more schools again this week selling items when he knows they can’t get anything done in time. My hope is he’s being honest about that fact this time. I spent almost $460 on a jacket that my son will never get to wear to school before graduation because, if and when they ever do ship it to the store, it will now be just before graduation when it’s too hot here in vegas to wear a leather jacket, a jacket I never would have bought if they had been honest about not getting it delivered to us during the winter months. I cannot believe this is how they do business. Fingers crossed he at least gets his cap and gown in time to walk, but my trust in them doing what they say they will do is pretty low at this point. I have been patient up till now, but being put off TWICE with the jacket. I want the jacket portion of the order cancelled and refunded, the amount being $459.95.

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered my academic regalia for my masters graduation on March 21. Deadline was April 27th to get it in time. My graduation is tomorrow and I don’t have my cap and gown or stole or anything. It’s so frustrating considering they said multiple times they guarantee it will be here on time despite the delays. I paid over $200 for that stuff. After working so hard to achieve my masters degree all I wanted to do was go to the ceremony and walk in the graduation. It’s beyond unfair that this is happening and it should’ve NEVER happened.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed my order with Herff Jones on 4/8/2022 for graduation on May 14, 2022, per the outlined time frames given by the school and Herff Jones this was plenty enough time to receive my regalia. I will say they did deliver the partial order finally on 5/11/2022 however I did not receive my complete order. I paid the full price for the cap, gown, and hood. This may seem like a small matter but having worked extensively towards my master's degree this year and then paying full price for cap, gown, and hood I only received the cap and gown. There was a note inside that said they "regretfully were sending me my order without the graduation hood". The hood is a huge part of the regalia for the master's program. There was no notification prior to this delivery that everything I ordered would not be there. I had called numerous times in the last month, left voicemails, and never heard back. The fact that the phone line does not work and I had to go through other departments and get forwarded to a voicemail was upsetting. While I understand there are supply chain shortages, to have 0 communication with your customers that they would not be receiving their full orders is upsetting. To find out 3 days before graduation is unacceptable. The note placed in the order said they would be working to expedite the remainder of the order however graduation has come and passed and I did not have the hood that I paid for as part of my package for graduation. Receiving the hood now would do no good as I had to cancel photos I paid to have done and I did not have my specific hood to properly walk for graduation. It's sad that we are forced to pay full price for items when they knowingly couldn't fulfill orders this year. To make all of it better the zipper on the gown was broken which was just the icing on the cake. As I had received it 3 days before graduation and coudln't get a hold of anyone to help me with this matter. Extremly disappointing and I feel receiving my money back is fair.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I rented doctoral regalia. I received my gown and hood on May 3rd, but there was no tam or return rental label. I checked the order status and it shows up as delivered, so it does not appear as though my tam will be shipped separately. I tried contacting Customer Support through the online form on the website. No response. I also tried called about a dozen times. I was put on hold with wait times ranging for 70-200 minutes. But I only actually got through once. I explained my situation to the customer service representative who then transferred me to "someone who can help". I waited on hold for 20 minutes, and then was sent to a generic voicemail. I left a message asking for an urgent call back with my details, but have still not heard. My ceremony is in 2 days and I still have no tam!

• Initial Complaint

  05/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a cap & gown from Herf Jones on April 11th, 2022 for my graduation at ASU on May 9th, 2022. I haven't received the gown/cap till now. I had to order a new cap/gown in my school campus store to attend my graduation ceremony. I tried calling them, but we need to wait for hours in order for them to pick up a call. I got lucky once but they said that "It will be delivered before my graduation date". They sent me a ***** tracking number on May 5th,2022 (for an order that was done 3 weeks before). Also, the tracking number when verified at ***** doesn't show anything. Here are the details of the order with proof of what I said above. ***** ******* ****************** ******** ***** ****** ******** ***** ******** ****** (***** *** ********* ** ** *** ***** ********************* Amount paid: $208.28, Date of transaction: April 11th, 2022. One of my friends is also facing the same problem with Herf Jones. I (We) don't know why they do this to students. I would like them to initiate a full refund of my order (I will send the gown/cap back to them if I receive one).

• Initial Complaint

  05/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased regalia on March 30, for my May 14th graduation. This was WELL BEFORE the deadline to receive regalia on time. Graduation events are now 3 days away, and I still have not received my hood. I have sat on hold for over 3 hours to not have anyone answer the phone. Additionally, email communication has not be accurate. I have been told 2 times via email that my doctoral hood is expected to be here by today, but it has not even shipped and they don’t know if they will even be able to. I was told today that “there is nothing the company can do at this point, it’s all up to the campus bookstore to figure it out.” THIS IS RIDICULOUS. I paid almost $200 to RENT this regalia and they cannot even get it here with more than 6 weeks of notice. I expect a full refund of my charge as this is not what I ordered and am still missing parts of my order.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On April 18th I ordered announcement packages #2 & #3 for my daughter’s college graduation. I finally received a delivery on the morning of May 2nd (according to Ring). I opened the package Monday night. The only items included in the box were the announcements. A few of those were damaged. The script was not what I approved online, but I can live with what was is in the announcements. I am missing more than half of my order! On May 3rd I tried calling multiple time before I finally entered the hold. I was given a wait time of 120 minutes. I waited over 4 hours without anyone attempting to answer my call. While waiting on hold on my cellphone I tried contacting a local number. That individual could not assist me or provide me with the local college rep. I tried calling calling multiple times on the 3rd using my home number & cellphone. I never reached anyone at the company. I filled out three online custom service request forms and sent three emails. I still have not heard from a customer service representative. At 8:00 am on May 4th I again called the corporate customer service number. The original message indicated I would have approximately a 10 minute wait. I finally disconnected the call after an hour. To this minute I have yet to be able to inform a single customer service representative that I am missing more than half of my order. My daughter’s graduation is Saturday (5/7)!

• Initial Complaint

  05/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a graduation package from Herff Jones on March 28th, and was told it would ship within 10 business days. Since then, it has been 25 business days, and 35 days total since my order. The only communication I've received is that I will receive complimentary next day fed ex shipping. When I emailed asking how I would be refunded the shipping I have already paid, I received no response. My graduation ceremony is rapidly approaching, and I still have heard absolutely nothing from the company. ***** ******* ***************** ******** ******* *******

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