ComplaintsforHerff Jones, LLC

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 13 year old daughter won at NCA cheer competition at the beginning of this year. Our team as a whole placed an order for our custom rings. Mine was paid for on April 13, 2023 in the amount of $356.14 Order #VS13487. I understood it could take up to 14 weeks to receive the ring since it was customized. On June 28, 2023 our team parent notified us all as a group that she was informed there had been an issue with the design for some reason and that the issue was fixed and they would be shipped expediently. Many parents started reaching out to try and get an update on the rings. By August 15th we were advised to call their champion line, which many of us did. None of us got answers and were all told we would get a call back. August 30th I sent an email asking about our ring (case# *****), which I got the same email response as others that we need to call the champion line. I was told that I would get a call back and still have heard nothing. On September 7th one of the parents got ahold of someone at Herff Jones and was told that the design was not approved until June 7th so it would now be 14 to 17 weeks for delivery. That put us at between September 13 and 27th of 2023. As of today we still have no rings. I am beyond frustrated and feel like my money and time have been wasted. The discrepancies in the information we have been given is quite fishy.

  

  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

  10/13/2023

  September 28 text messages with rep.
  
  Me: Hello, my name is ***************************** and I ordered a ring for my daughter April 13, 2023. I still have not received it and neither has the rest of our team. My order # VS13487, I have called and emailed and the last we heard was that we would have them by the 27th. Could you please update me on this as it has been over 5 months. 
  
  Rep: ********, I am forwarding your information to the the Mgr of the *********** I will ask her to reach out to you asap. Apologize for all this inconvenience.  
  
  Rep: Received a follow up for you. Although you ordered your ring in ****** the complete Team did place all the orders until end of June and that's when orders are submitted into production. Eta 1st week of Nov.apologize you were give the production date from you placed the order. Thank you and have a nice weekend. The ring design is absolutely beautiful. 
  
  Me: I appreciate you responding. However we have gotten way too many conflicting stories about what has happened with this order. The team completed the order in April which I know because the coach gave us a date to complete the order by. The dates you and other people within your company have kept being changed and pushed back. At the point of November 1st it will have been a 6 month wait for these rings. Which means you were paid 6 months ago for these by myself and multiple other people. This is unacceptable. 
  
  
  Rep: I understand and apologize. This is the most recent information I was given this morning. When rings are received they will be shipped out same day to you. I know this isn't helpful and truly apologize. I can send you the Herff Jones **************** link when I get back into the office if you like as well. 
  
  Me: I have already tried the customer service link, then been told to contact the cheer/champ department, then told to wait for a call back that never came. As I feel that there is a good chance I will never actually receive my daughters ring I have been forced to file a complaint with the BBB. 
  
  
  
  
  

  
  

  Customer response

  10/13/2023

  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. 
  

  The company still has given different answers and I am not confident that the ring will even come. We know for a fact that the order date was not extended since the season had been over since beginning of May. we had a deadline to order and the gym has always stuck to those deadlines. Offering a led ring box that is probably worth **** is not going to change the situation. 
  
  Regards,
  
  *****************************

  
  

  Customer response

  10/13/2023

  These were only sent after the Gym owner had personally called them to try and get an answer. 

  

  Business response

  10/25/2023

  Customer was able to pick up her item at the ***** shipment center.  

  Customer response

  10/25/2023

  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. 
  
  Yes, I did finally receive the ring. I do not feel that this would have been done if I had not made a complaint. The only reason I even got a response was because of the complaint. My request was to also be reimbursed for this because it took months to get and the little LED box is not going to cut it. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDERED CAP AND GOWN IN DEC OF 2022. FOUND OUT MY SON WOULD NOT BE GRAUATING. ASKED FOR A REFUND. SPOKE WITH OFFICE STAFF AT HIGH SCHOOL WHO ALSO REACHED OUT CONFIMING REFUND. COMPANY WILL NOT RESOND VIA EMAIL. TWO OF THE ***** NUMBERS GIVEN ONLY RING WITH NO OPTION TO LEAVE A MESSAGE. THE THIRD NUMBER IS DISCONNECTED.

  

  Business response

  09/05/2023

  The refund has been submitted and should reflect on customers account within **** business days.  Our internal agent, ******************** spoke to both the customer and the sales partner on 8/30 to confirm.  As of today 9/5/23 **************** has been refunded and is satisfied with the refund. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an online order with the company on March 11, 2023 (Order # VS12658), with a representative in person. They told me that my order would ship as soon as my ring was ready and that my ring and necklace would arrive together. My team received their rings, and on June 4, I submitted my first inquiry (case #*****) and asked for an update. There wasn't a response, so I submitted my second inquiry on June 7 (case #*****). They responded on June 8 with a shipping date of June 23rd. However, the shipping occurred on June 16, so it was early. When the package arrived, it was missing my chain, so I submitted another inquiry on July 6 (case #*****), and on July 11, they responded, saying it would be shipped out that same day and a tracking number would be provided. On July 12, I responded that I still had no tracking number. On July 18, I submitted another request for an update on my item and have yet to receive an email update or receive my item in the mail.

  

  Business response

  08/15/2023

  We received confirmation that the necklace shipped on 8/3/2023 and delivered on 8/5/23 at 10:44 AM. A customer service agent informed the customer via email about this as well.  
  
  Tracking #: ************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 14, 2022, I paid Herff Jones ********* $464.61 for my daughter's class ring. The class ring has not been delivered. Every time I call or email about it, I am told that they will "check with the factory" and get back to me. Nobody every contacts me. I would like to get her ring, or at least get a time line. There is no manager with which to discuss this with. Nobody can tell me anything.

  

  Business response

  07/11/2023

  The class ring order wasnt entered accordingly by the new office manager and therefore, the order will be refunded and ring gratis will be honored since customer placed (taken at the school) & paid for it in Dec 2022.  An internal agent emailed the customer about the refund and free ring on case ****** - which is attached as a PNG

  Customer response

  07/19/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would just like the cap, gown and tassel and year book that were purchased. it has been more than ************************************************************************ with pick up info but will not return calls or give the items that we purchased. Both were paid at time of order placement via debit card.

  

  Business response

  07/05/2023

  Agent ********** spoke with ************** on 6/29/23, she explained she was finally able to speak to someone yesterday within the local office about this the frustration was rooted at the lack of communication from her local sales team. According to *************, the local office was under the impression that those items had been delivered. The sales office rep and ************** agreed to meet on 6/29/2023 to deliver those products. C Chibanda called twice on Monday to follow up with no response.  He was able to confirm via email all had been resolved according to ****************** satisfaction (screen shot of the email attached. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a mascot package for my daughter in October of 2022. I paid $396. I received the announcements and cards and sticker labels and they all had the wrong initial on them. My daughter's initial is ** The middle initial on everything was A.I was told everything would be replaced and only the announcement cards have been replaced. Although I was very unhappy with them because the quality was much worse. There was perforated lines on this ends and they just looked cheap and terrible. I was told the plaque would be replaced and it still has not and now it is June 1st. I have called and complained of this issue. I have left several voicemails. Finally **** called me and I let him know that although the cap and gown was finally received right before my daughter graduated. Everything else has not been fixed and everything else has not been received. My daughter did not receive her hoodie, her T-shirt, her backpack, her lanyard, her jewelry, and all the other items that was supposed to come in this package. **** told me he would look into it and call me back and I have never received a call back. I basically paid $400 for a cap and gown and incorrect announcements and sticker labels. I'm very unhappy and I request a refund. However, I've left several voicemails to the office manager and she is not calling me back. I have also emailed them.

  

  Business response

  06/08/2023

  **************** (a Herff Jones agent) spoke with ******************** and she mentioned that the Sales Partner recently emailed to let her know that a hoodie and shirt shipped and a refund in the amount of $86 was also submitted. She was mostly frustrated at the limited communication and no additional options for the fine paper items such as announcements, name-cards, return labels & diploma plaque that had an incorrect middle initial.
  
  We received a follow up from the local Herff Jones sales office confirming that they spoke to ******************** on Friday, 6/2/2023. The Office Manager, ************************* explained they sent some items from the package that ******************** said her daughter still wanted (along with some extra items included) and refunded for these items since it is so late in the year. The diploma plaque has been re-ordered with an H for the middle initial and they also sent new name cards. The Office Manager was not aware the products weren't received at the ordering table when the order was placed back in October until recently. In addition, they will be refunding the Return Labels

  This matter has been resolved. The local ************ confirmed the *** tracking number for her package 1Z07F0780395882185, out for delivery 6/7/2023, (all items within the package parcel were refunded, and some extra products included for the delay). The office will refund for the tissue inserts and RALs.

  Customer response

  06/08/2023

  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. 
  
  I have reviewed an $81 refund and I did receive the items we paid for with a couple of extra items. I do appreciate that. However, the wrong size hoodie was sent even though the order clearly shows the correct sizes. I am also awaiting a refund for the inerts and labels. I also left very detailed messages with the office manager several times. She never would call me back. I would also like to receive the plaque, the refund etc before closing this out as the plaques was already supposed to have been replaced back in April. I spoke with **** about this back in April. I hope to be able to put this all behind us very soon. It is very disappointing that it had to come to this and that my daughter has already graduated and missed out having these items during her senior year. I hope that this will help the local herff Jones office in ************* do better for all other students in the future.
  
  Regards,
  
  *************************
  

  

  Business response

  06/20/2023

  ******************** followed up with ******************** on this case today as she was only willing to close this matter when she received the Diploma Plaque and the refund (for tissue inserts & return address labels).******************** was able to confirm with ******************** today that she did receive both the Diploma Plaque and refund for the inserts and return address labels. 

  Customer response

  06/22/2023

  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. My only wish is for the ************* Herff Jones office to do better in the future with issues like this and better communication. I am very happy to finally put this behind us now. 
  
  
  

  Regards,

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

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Im a faculty member and purchased regalia from my PhD **** mater on March 31st for $160.17 (Order# CPA34009-25010861). I wore it on May 6th. After the ceremony, I started receiving emails to return the regalia. I looked at my receipt and their website - neither indicated I had a rental.I called customer service for the first time on May 10th. During exchanges with multiple reps, I was told that I had rented a gown - not purchased one. Due to the lack of notification on my order receipt and the website that this was a rental, I asked to either keep my gown, or have a full refund that I could put towards the purchase of another gown. I was eventually forwarded to a supervisor, who was supposed to reach back out.This contact did not happen, so I called again on May 12th and talked to a supervisor named **** (Case# ******). He said many other customers had the same issue. However, to discuss a refund, I needed to return the regalia in 1-2 days otherwise I would be charged a late fee. Although he said he would send a return label that day, it took 5 days until one was sent.I called **** again on May 16th to provide my tracking number ******* ************) and discuss a refund. He needed to talk to his superiors and would get back to me the next day. **** did not call back, so I called again on May 19th and left a message. After no response, I called again on May 22nd. He informed me that no refund would be offered. I asked to talk to his supervisors - he said they would call back the next day. It is now May 29th and I have not been contacted.This is the WORST customer service I have ever encountered - no one ever followed up or did want they said they would do. Further, this seems to be a long term issue that they are aware of, but have not fixed. It is entirely unethical to market their gowns in this way, as there is no way to know if you are purchasing or renting a gown.To resolve the issue, I would like a refund of $160.17.

  

  Business response

  06/06/2023

  I left ************** a voicemail the morning of 6/6/2023 - apologizing for her experience with customer service and confusion - along with explaining I've refunded her order in total.  Attached is a screen shot of the email sent to her along with the *** receipt that was attached as well.  Thank you **************, and congratulations again!

  Customer response

  06/08/2023

  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. 
  

  Thanks,

  *****

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sent a very poor quality rental to me and refuses to do any partial refund. They claim they cannot do a partial refund because the product was not returned prior to my graduation ceremony, but this was not feasible because the graduation materials were needed by a specific deadline and some of the defects were revealed the day of Graduation. For about a 200 dollar rental I expected much superior quality. I only would like a partial refund. The charm on the tassel also fell off the day of Graduation. Additionally, my school had to order all new hoods because everyone received the wrong color so all of my grad photos have the wrong color.

  

  Business response

  05/23/2023

  I left ************** a voicemail this morning (5/23/2023) apologizing for the quality of her item and experience.  I've issued her a partial refund of $100.  Attached is the email confirmation including the *** refund receipt.  Congratulations again **************!

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered some Graduation announcements for my niece. *******************************. I need them in a hurry. The announcement costs $38 and $20 for regular shipments and $73 for next day. The prices at this point are very close estimates. But I ended up paying ****** for the announcement and for the next day shipment and for some reason they charged me an additional ****** for some reason. So the double charged me. My order was shipped on a Thursday and I did not get it until Monday. First that is not next day. Second when the ordered arrived it was just plain no image or nothing it was not usable. So I would like a total refund. I am sending it back. After some conversations they claim to have refunded ****** but my bank only shows $73. So I would like my additional *****. Immediately not 7 to 10 days.

  

  Business response

  05/10/2023

  I left ******************* a voicemail this morning, apologizing for the experience thus far.  I also explained I refunded the remaining balance of their order and also sent an email (attached) with the additional two refund receipts (which total to their entire order amount and double charge) - we unfortunately cannot do anything about how quickly their bank accepts the refunded charges, however they can use the attached receipts to show to the bank and request quicker access.  I have left my phone number and email for any additional help needed. 

  Customer response

  05/11/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I ordered a nursing pin for my good friend who is graduating this June. The website to check the progress did not change the entire time and I had to call to check on the progress. I was on hold for over an hour and a half one of the times I called and eventually hung up. The pin I ordered did not come with the diamond as requested so now my friend has to deal with sending it back after the ceremony so the diamond can be placed in the pin. I emailed asking for shipping labels sent to me or the address on the invoice. I do not want to have her or myself pay for that as it was not our fault. This whole process has been a giant pain with not knowing any progress in the making of the pin to now having to send it back.

  

  Business response

  05/15/2023

  Our CSR ********* called and spoke with *****************  She explained the situation and our mistake and steps to remedy.  A return label was emailed to ***************************** on 5/9/23 and it is being returned to *********' S attention.  As soon as we receive the pin *********
  will expedite this and resolve quickly for the customer.When it is ready to ship, we will send the pin out overnight to ******** and send her tracking information. 
  

*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. ↩