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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My school told me to contact Herff Jones to order my class ring. Herff Jones said to contact my school's sales rep for Herff Jones. I emailed him and asked him to call me to place an order. He sent me an email advising that I should wait because new styles were coming out and that I needed to contact my college bookstore when the new styles arrived. I waited several weeks. I called the bookstore and they were perplexed because they dont sell rings. I emailed him and he said they were out and that I needed to go online to order it. I told him I wanted to order it with someone to go over all the options and get my ring size. He told me if I needed a ring size to go to a jewelry store. I called HJ. I asked if they had a store to order a ring. They said no and referred me back to the college rep. ** advised to use their ring sizing app. It didn't work so I went to *****. I called ** and advised I was having problems with the site and asked if they could place the order. They said no. I ordered the ring 4/1/24. I ordered 10k White **** and I received 10k Yellow ****. I called ** and spoke to *******. She said to contact my local rep. I told her the history with the rep and the reason why I was in this position was because he wasn't available to help me. She said she was going to message him to contact me. A week went by and no call from him. I called back and she told me to fill out a warranty form instead and mail it back since he wasn't answering. I paid $36 to mail the ring back. On 6/13/24 I got an email from Herff Jones saying that I need to call them and pay an additional $110 to remake the ring. I was told that If I just wanted my money back I would need to pay them $150.I asked for a supervisor and I was told one would call me back. No supervisor ever called me. To date, my ring hasn't been remade and nobody at Herff Jones seems to care. I want Herff Jones to correct my ring free of charge, or, I want a full refund of what I paid to them of $1540.80Business response
07/11/2024
Our records show that this customer directly placed this order online and selected 10K Yellow Gold (our team cannot systematically change this option unless selected by customer). The customer should have also received a confirmation email detailing the order selections. We've reached out requesting the confirmation email received after ordering to review this further - which we haven't gotten yet. The customer has been informed that changes could have been made at no charge up to 72 hours (3 Business Days) after the order had been placed or before production was completed. However, customer did not contact us until after they received the ring. Per our policy, the ring can be remade for the $110 remake fee or receive a refund less the $150 manufacturing fee.Initial Complaint
06/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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 youCustomer 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
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 youInitial Complaint
05/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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 youInitial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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
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
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.
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Customer Complaints Summary
202 total complaints in the last 3 years.
13 complaints closed in the last 12 months.