ComplaintsforHerff Jones, LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My cheer team won our state championship on 2/24/2024. On 2/25/2024, I ordered 4 pendants and the chain to go with them and paid the ** vendor at the venue in full. The vendor on site explained that it would take 4-6 weeks for the pendants to be manufactured and shipped. 4-6 weeks came and went so I called **. They explained that the information I was given was wrong and that it was actually a ***** week turn around time. Although annoyed at the misinformation from the original ** vendor, I was okay with this. ***** weeks came and went and I still had no pendants or update for a shipping date. The last contact I had with anyone from ** was on 4/5/2024 via email. Since then, no one will answer my emails, phone calls or voicemails. On 5/21/2024, I was given a tracking number from ***** for the order, but it has not updated since showing that only the label has been created. On 5/30/2024, I received an email back from customer service giving me the same email and number I've been calling for weeks saying that "they can help me better" than the person in customer service who answered the email. I responded on 5/31/2024 asking to speak to a manager or someone in higher authority as no one has responded to me. I did not receive an email back regarding that information either. As of this writing on 6/3/2024, I still have no updated tracking number, no answers from anyone regarding the whereabouts of the pendants/chains, and still have not received the state champion pendants that I ordered back in February :(

  

  Business response

  06/10/2024

  Reached out to the customer via email on Thursday at 1:48 pm. This order shipped out of our production facility and has been delivered to the customer's home as of Monday Jun 10, 2024, at 11:05 AM.Thank you

  Customer response

  06/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. As they stated, the items were finally delivered on 6/10/2024.
  
  

  Regards,

  *************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  It is graduation and the school had the cap and gowns for *****. However, they didnt have my sons size. I called for over a week. Went online and no answer from this company. We drove to the location and they charged over the price they said at the school. They charged a 100 plus tax. The economy is already struggling and they price gauging during graduation. I feel like the worker there pocketed the extra 20 dollars.

  

  Business response

  05/08/2024

  Spoke to ******************************* on 8-MAY-2024 via phone and clarified that late fees were included to her student's purchase. The ordering deadline was March 1st, and their order was placed after that date. No additional cash was taken from this transaction. Thank you

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered high school Graduation Announcements and Cap and Gown. I received the cap and gown in February 2024 but not the Announcements. I reached out to customer support and they said it would be delivered some time on March. After repeated attempts, I received the Announcements around April 13th 2024, however they were incorrect. I received replacements around April 20th 2024 however they had the wrong name printed. I contacted customer support and they said replacement would come early next week. Today is May 1st 2024 and I still have not received replacements.Customer support is only available through email. I have not been able to reach a individual representative.

  

  Business response

  05/10/2024

  This issue has been resolved. Called and spoke to ******************************* on Monday 05/06/2024. Informed the customer that the remake correction order was in production and scheduled to ship out as soon as completed. The order (Tracking number: **********************) was delivered on May 10, 2024. Thank you

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/19/24 we ordered graduation announcements and purchased a class ring. We were told the ring would arrive in approximately 6 weeks and we were informed the announcements would be sent to the high school. Therefore, the ring should have arrived by 4/2/24, it is still not arrived nor is there any notification of its shipping. On 3/28/24 we received a notification from our high school saying the announcements were instead being shipped directly to us and it would be in the next week. We followed up last week to the company via email and were told we would have the announcement by the end of this week.We have called multiple times and emailed multiple times to try to get tracking information for the announcements and obtain the shipping status of the ring. We have spent over $725 with this company and their lack of communication, access and promises kept is very frustrating. Graduation is just over 1 month away. Reading other complaints, lack of communication and failure to deliver on time seems to be the norm. We would like our products as soon as possible and better communication regarding their shipping/arrival.

  Customer response

  04/17/2024

  This complaint has finally triggered a response from our local representative. She is now stating the ring is scheduled to arrive by May 11th. The original order date was February 19th with an estimated 6 weeks for the purchase to arrive. This would have made the estimated date of arrival April 1, 2024. The local representative is now stating there will be an estimated arrival date of May 11th will now be 12 weeks after ordering which is double the amount of time offered. We just called the corporate office and they state the order was not received until April 10th, 2024. We ordered the ring directly over the phone from the local representative on February 19th and we have followed up several times since, We have been told multiple times by the local representative that she would follow up on the production, but it seems as though we have been purposefully misinformed as to the order of the class ring.  

  

  Business response

  04/19/2024

  Spoke to this customer/students parent on April 15, ******** have been communicating with *********************** via email. The local Herff Jones sales partner shipped the announcements to customer's home address on Friday, April 12, 2024, and they received them on Saturday, April 13th. These Fine Paper items were also refunded. The ring is still in production and will ship by May 11. The ** sales rep and our team will continue to update this customer on ring status. Thank you.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a $72.88 cap and gown package from Herff Jones. The cap was missing the button that holds the tassle. I reached out via e-mail and phone. No one has gotten back to me. At this point I have fixed the design flaw myself, but I am highly disappointed in Herff Jones and their customer service. I should not have to spend more money to fix your product. Especially considering the steep price.

  

  Business response

  04/11/2024

  An agent from our service team tried to reach out to ********* Leader on two separate occasions via email on 19-Mar-2024 at 2:20 pm and 27-Mar-2024 at 10:31 am requesting pictures for cap replacement but did not get a response back. I called the customer on ***, *********** at 12:17 pm and again on 11-Apr-2024 at 3:31 pm, both calls went to voicemail and also sent a couple of emails - awaiting response. The replacement cap shipped with tracking # ************ and delivered on Thursday 4/11/24 at 12:30 PM. Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed an online order for graduation announcements on 3/28 with a promise ship date of ten days, with no option to add expedited delivery. The email confirmation I received same day - had no mention of an order number, no itemized list of items ordered, no formal receipt of payment - nothing. I called today 4/2 to inquire of status and was on the phone 25 minutes as the overseas rep rambled incessantly about unimportant items to me - he finally admitted he had zero ability to see the status of the order, nor offer any ship date (other than a vague indication of the 2nd week of April by regular mail). I asked to be transferred to a supervisor, he advised someone would call me in 24 hours. I indicated this was unacceptable and that I wished to hold. After another ****************************************************** The second representative put me on hold and another ten minute wait to speak to a Supervisor named ******. A very nice lady - who had ZERO ability to confirm my announcements were actually in production, nor an actual ship date. I asked for a corporate phone number to file a complaint - she advised she didn't have the number and for me to ****** it. This entire process is completely unacceptable - it leaves me zero faith that my announcements will be printed, nor that I will receive them anytime soon. We live in a world of technical abilities to update and check status - why is Herf Jones unable to provide their customer service reps with this ability; nor offer an alternative contact in the US that could? ****** asked me to forward to her the email I received that did not have any information on it - I declined. This process is ridiculous. I want Herf Jones to provide a status of my order with an exact date of shipping and the ability to overnight the announcements to me (either complimentary or I am happy to pay) and I will be reaching out to ******************'s Office of the President tomorrow morning to advise how unprofessional.

  

  Business response

  04/11/2024

  Spoke to *********************** on 04-APR-24 informing her that **************** announcement orders take up to 10 Business Days from the date of order. Provided an estimation of completion by April 12, 2024. An email was sent with order confirmation to customer right after the phone call on ********* at 2:26 pm and another sent on Monday, 08-APR-24. The announcement order has completed production and shipped out of our production facility on 11-APR-2024 with tracking number sent to customer's email.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cap and gown from Herff Jones on 10/26/23 for $133.99 including shipping. Right before graduation, I realized the cap arrived defective with no button on top to attach the tassel. I contacted the company and was transferred to a local representative who did not respond. On graduation day I was unable to attach the tassel to my cap. I reached out again to inquire about a refund and was told that graduation packages were sold as a package and they could not individually refund the cap portion of the order, and they could not process a refund for a used item. This seems unreasonable as I did not have time to return the cap prior to graduation and the cap was sent defective which was not my fault.

  

  Business response

  01/23/2024

  I left ************** a voicemail in the afternoon on Friday, January 14th, **** - apologizing for the inconvenience and explaining I did refund her entire order.  I also sent her an email on the 14th of January letting her know that I did refund her order with the *** receipt attached here as well.  I left her my contact information should she need anything additional.  Congratulations again, **************!

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early Apr '23 I purchased class ring from Herff Jones. Rec'd it late May AFTER graduation. It started to tarnish with a month. In Sept I contacted the sales rep who advised I mail it back to him so he could send it in for repair. On 10/13 I rec'd a call from a ********************** rep who advised me the ring would ship to me week of 11/9. By 11/27 still no ring. On 11/29 I spoke with a ****** at Moon grad services who assured me ring would be fed exed to my by 12/2 "at the latest." I still have not rec'd. I cannot reach a live person at ANY of the customer service numbers. NO one answers ever. I have twice submitted requests online. Even the "chat" option is a robot. I want a refund. No one will call me back. WORST CUSTOMER SERVICE EVER. I keep getting the run around.

  

  Business response

  12/18/2023

  We had multiple issues with the local sales partner changing as well as carrier issues.  ******************** spoke with the post office last week and confirmed the re-delivery was being attempted again.  We were able to get confirmation the student did receive their ring.  We're sorry for the delay. Thank you for your patience. Attached is a screen shot of email correspondence with he customer and ********************* 
   

• Initial Complaint

  10/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 28, 2023, I placed an order for a 24" silver neck chain, order #V12454. On June 22, 2023, I emailed the company asking the shipping status as I realized I had not yet received the order when my previous order for a ring arrived. The company responded that the item shipped on June 13th viz ***** and provided the tracking. That ship date and tracking was for the ring I had ordered at an event (order #*******). When I responded to inform them of this, they responded that the chain was scheduled to ship out that day, 6/23/23 and I would receive an email with tracking. On 7/3/23, 7/23/23, and on 7/18/23 with no response from the company. I emailed again on 8/1/23 requesting a refund asap. I received a response on 8/2/23 stating they would process a refund. I still have not received either the chain or refund and do not get a response when I email them. It is only a $10 chain, not the $300 custom ring from the event. I do not understand the difficulty.

  

  Business response

  10/27/2023

  We have refunded this order in full - attached is the email to **************** letting her know what steps we took to correct and refund. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a custom ring order on April 26. I was promised a production and delivery time of *** 14 weeks. Ive been unable to reach anyone at Herff Jones have left multiple messages and and all messages have been on unsuccessful. The customer service is extremely rude. Will not give out information and will not have anyone return my phone calls. I have been attempting this since ******** spoke to a woman briefly by the name of *****, who left a voicemail and said it was now 17 weeks production, which still puts me well over the promise time, Im not receive my merchandise I receive no explanation and I cannot get anyone to phone me back. I am one of many parents that have attempted communication in search of our daughters rings. My daughter has now left for college and we were also unable to hold a ring party . Super disappointed and leaves a terrible taste with varsity and Herff Jones. At this point, I feel I am do a refund as well as the product I paid for.

  Customer response

  09/29/2023

  Another attempt at communicating **  to the women named ***** who left a Voicemail stating Sept 27th would be the latest, kind you this has been in production and ordered since April. 

  Customer response

  09/29/2023

  Another attempt at communicating **  to the women named ***** who left a Voicemail stating Sept 27th would be the latest, kind you this has been in production and ordered since April. 

  

  Business response

  10/12/2023

  Ms. ***********;was informed that her ring is estimated to ship the week of October 16th and as compensation for the additional production time, she will be getting an LED wooden ring box.  Our internal agent, ******************* intends to reach out to **************** next week to check if product(s)have been delivered.

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Its now the 18th still no ring, no update, *** no confirmation of shipping like promised with a tracking number. WHERE IS MY PRODUCT. Its now been 6 months 
  
  Regards,
  
  *************************
  

  Customer response

  10/19/2023

  Would like to know where my daughters ring is, multiple people in the team have now received communication and tracking numbers, and we still have nothing and NO ONE returns calls. I have been more than flexible and patient but this is absolutely nuts to not have anyone respond or communicate and provide an item that I paid in full for 

  

  Business response

  10/31/2023

  Attached is the screen shot of our internal case - ****** did receive her ring. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩