ComplaintsforHerff Jones, LLC

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order my cap and gown from Herff Jones and it was not delivered. I was home all day and it did not come on the specified date, although ***** reports that it was delivered. ***** is notorious for doing exactly this, not delivering packages and marking them as delivered. However, my issue is with Herff Jones as they decided to use this notoriously awful delivery service, I am now out almost $200 with no regalia for my graduation. I did file a complaint/inquiry with the company to no resolution because the package was "delivered", hopefully someone can get back to me before my graduation. But I feel so helpless with no other recourse as I've tried multiple routes to just find my package.

  

  Business response

  05/15/2023

  I ***************************, spoke with **** this morning (5/15) - she said she did in fact get her cap and gown, the situation was rectified - she was unable to take her post back.  I said not to worry, I would respond that we had spoke and confirmed she was happy with the result.  Congratulations again! 

• Initial Complaint

  04/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered my daughters high school announcements on March 4th, 2023. I have a receipt and order number. I ordered them online. I have tried to call the "local ************************************** the phone does not work. I have tried to email. No reply. I have tried to look up the status of my order online - no order found per the herff jones website. I have tried numerous times to call Herff Jones and cannot get a human. It tells me to go online, which I cannot because my order (that I paid for and have confirmation number) is not found. I have no recourse other than to ask my credit card to not pay and to file a complaint Herff Jones Thanks for your order!Order Number:6590495 Customer Name: ******************************* Student Name: ************************************ Billing Address: ************************************************************* Shipping Address: ************************************************************* Phone Number: ************** Email Address: ********************** ************************************* Graduation Year: 2023 Order Type: Senior Items ORDER DETAILS ITEM QTY PRICE TOTAL Graduate Namecards (25)1 $21.00 $21.00 Traditional Return Address Labels 1 $13.00 $13.00 Graduate Namecards (50)1 $24.00 $24.00 Traditional Graduation Announcements 65 $1.95 $126.75 Subtotal $184.75 Handling Fee $12.00 Shipping Fee $0.00 Sales Tax $13.77 Discounts $0.00 Total ****** PAYMENT DETAILS DATE AMOUNT 2023-03-04 $****** CREDIT CARD INFORMATION Last 4 digits:yPal Expiration:0/0 Payment Type:PayPal Authorization Code:$oo.authCode

  

  Business response

  04/26/2023

  Agent **************** reached out to ********************, and she was recently informed that the announcements will be delivered next week. ******* also reached out to the local sales partner *************** via email requesting an update - the image is attached explaining the local sales office did resolve the matter with *********************  
  
  Customer will follow up with Chiwaya next week on case ****** for a delivery update. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed my college ring order with herff jones on 5/29/2022 for $594.48. The moment I got the ring I notified them via email (on 7/25/2022) that the stone was defective and that the ring was not sized correctly. The representative said that the warranty would guarantee that they can resize and replace the stone at no charge, but because graduation was fast approaching and they couldn't promise I would have my ring back in time for graduation, I waited until afterwards. Fast forward to January 2023, I spoke with the representative who said that they will be resizing my ring (for free as part of their warranty), but that for a small fee they could upgrade my stone to cubic zirconia to ensure I would like it, unlike the sapphire stone. I agreed and paid an additional $88.60 via PayPal, and sent the ring back via ****** I received my ring back March 2023 and to my surprise not only was it the same size I originally sent back, but they also didn't replace the stone. I called the same day very frustrated and confused, wondering how they accepted my money and sent back the ring without doing any of the repairs. The representative on the phone didn't seem to care and just said, "well, go ahead and send the ring back and we will see what we can do". At this point, since I have a ring with a defective stone that is too big for me to wear, I would like to formally request all of my money back in the amount of $638.08.Thank you.

  

  Business response

  04/27/2023

  
  Our College Ring Specialist ****** reached out to Ms. ***** and resolved the issue to her satisfaction.  We have processed the refund for the ring and the PayPal invoice from warranty (attached screen shots of refund). 
  

  $594.48 Cost of the Ring
  $88.60 PayPal Invoice Charged for Repair
  
  ****** also sent confirmation along with the attached screenshots to Ms. ******* email for reference.

  Customer response

  04/28/2023

  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

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 3/6/23 for the graduation package 2 for college at $ ******. It included a cap and gown, 25 announcements, 25 thank you letters, 25 enevelope seals, and 25 HJSmartShares. I received the order but didn't get it from the mail box for a couple of weeks and when I did, I found that my name was spelled incorrectly. Instead of it being First Middle Last, it was First Last Middle Last. I contacted Herff Jones on 3/31/23 regarding the issue and was told that I would have to pay 50% of the reprint fee for the announcements. I aksed to speak to a supervisor and was told they were in a meeting and they would call me back. I called back later that same day as no one had called me and meetings don't last 6 hours. I was informed that all the supervisors were out and that they would call me back. I did not hear anything and decided to call once again on Monday 4/3/23. I was able to get in contact with supervisor "***," and he said that he would do the reprint for me and charge back the cost of the announcements. While that is great, I informed him that I would like at least 50% of what I paid for the graduation package due to the inconvenience of not being able to send out the announcements. He said that he would get back to me within 48 hours and surprise nobody has called me today. I called Herff Jones again for another update and was told "***" was on leave or not there. I was told I would be called back later, but given their track record I'm not too sure, At this point, I'm ready to send everything back and walk across that stage with nothing. I would have been fine with just the reprint on Friday, but I have been continuously passed around and nobody seems to want to deal with my case. At least in my eyes, I would increase the refund by 10% for every day that I get passed around. I'm not confident Herff Jones will do anything again and if this doesn't get resolved today, then I'm sending it all back and getting a full refund.

  

  Business response

  04/11/2023

  Herff Jones ******** Service supervisor **** spoke with ************** on 4/10.  He shared his experience regarding the back-and-forth communication with the seasonal team and reiterated his BBB feedback.  She relayed our apologies for his experience and that she would be happy to remain his point of contact on any further communication.  He advised that an agent had emailed him on 4/7 sharing that a refund had been processed and that he had tried to call ************** but was unable to get in touch.  **** emailed ************** a receipt for the full refund of the announcement portion of his order ($123.46) as well as the remake tracking information and advised that should he require anything else, to please follow up with her directly.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a cap and gown from Herff Jones on 1/31/2023. In my order, it clearly states that I am 57. I received my cap and gown and found that in my package it said that the gown height was *****. When I filled out the order online, the only thing I input was 57. There were not range options such as *****, *****, etc. given, making their original form clearly misleading. I tried on the gown on and found that the sleeves were too long as they covered my hands, as well as the overall length was too long as the gown came much too far down over my ankles. I recently contacted Herff Jones and was informed that if I wish to return it, I will receive credit and will have to pay for the shipping of the return myself. However, I have already ordered another cap and gown of a different height so as not to miss my universitys order dates, thus making store credit provided at this point unusable for me, and additionally, shipping for this item according to the local office is going to cost me approximately $24, half of the value of the item itself. Herff Jones clearly did not send me the correct length for someone who is 57, and is still receiving my money regardless because I had no choice but to order a second cap and gown, so I ask that they simply accept the unused cap and gown that they wrongly sent me for a full refund and the cost of shipping.

  

  Business response

  03/23/2023

  I spoke with Ms. ****** the afternoon of 3/23/23.  I apologized for the confusion and frustration on getting the right size for her regalia.  I offered her a full refund for the original incorrect size, as well not returning the original (as to not pay shipping costs).  Attached is the email with her refund receipt.  Congratulations again Ms. ******!

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed and order for my cap and gown on February 28 and helped my classmates order theirs on March 1st. they all got it delivered on march 7th and march 10th expect for me. Non of us ordered with rush delivery. I called customer service for this issue and the lady that spoke to me on the phone was extremely rude. I told her I placed the order before my peers and she said I was lying. Then, I told her what school I am at, and when is my grad date (March 21st) and she said, and I quote NO, you are lying. I spoke to your school and your graduation is not until JUNE So I respectfully told her that she is confused because it is not. Then, I tell her, I still dont have a tracking number for my order, and she proceeds to recite a FAKE ***** tracking number. (I called ***** and asked because I couldnt track on the website and the lady told me there was no label ever printer with that number). The lady from customer service also had the idea of calling my friends liars because according to her they DID place the order with rushed shipping but then I pulled up their order and she clearly saw they didnt. last night, got a tracking number on my email that says that my parcel is arriving on MARCH 20. ONE DAY BEFORE MY GRADUATION. They completely ruined my experience of decorating my cap, having pictures taken before, etc. I asked for my money back and they told me that I was crazy.

  

  Business response

  03/23/2023

  I spoke with Ms. ********** the afternoon of 3/23.  I was able to confirm she received her regalia as of today (3/23/23) - and we discussed the phone call she had with our agent.  I apologized for the interaction and have addressed internally.  I offered her a 50% refund on her regalia order, which I sent in the attached email.  Congratulations again Ms. **********!

• Initial Complaint

  03/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a resident of Broward county, *******, and I have a senior in the Broward county school system. I ordered graduation supplies from Herff Jones on Oct 13, 2022. I received most of my items from Herff Jones. I learned in Jan 2022, that Broward County Schools were not longer using Herff Jones as their vendor for Graduation and was told that Herff Jones will refund those who have already ordered graduation supplies. I have contacted Herff Jones by phone with no response and via email, also no response. The website is now down and I have not received correspondence as to when I will receive a refund for the cap, gown, medallion, tassel, and diploma plaque. The order number is ****. I have the email as proof of my order as well as the email I have sent requesting a refund. The order for my student is for ***************************. I would appreciate someone tell me what is going on with my refund.

  

  Business response

  03/21/2023

  I spoke with Ms. ******** on 3/20/2023 in the afternoon regarding her complaint.  I apologized for the inconvenience and explained the current situation.  Ms. ******** was able to confirm she received the link to request her cap and gown, medallion and tassel refund - and that she had received her other items in the package outside of the diploma plaque.  Ms. ******** sent me an email image of her package receipt, where I was able to figure out the cost of the diploma plaque ($40).  I have requested a check in the amount of $40 be sent to Ms. ******** at the correct address (apt #3) and she is aware it should take about two weeks to arrive.  She also has my direct contact information should anything else arise.  

  Customer response

  03/22/2023

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son ordered a letterman jacket in August of 2022 during the school time ordering day. The sales rep from Herff Jones filled out his order for the jacket. The sales rep had contacted me by phone and by email that they were not able to complete the order due to an incorrect credit card information that was given as payment. I gave him the correct information and he sent me the order form for the jacket and the 2nd order form for the other graduation supplies. After not receiving the jacket in the timeframe given (approx 8 weeks) by the Herff Jones in writing, I tried several times to contact the sales rep. and received zero response from him at all. I recently contacted the company by email to an email address listed on their website. I was told by the rep who answered that my son's jacket had been there "for some time" and that they had no way to contact me. This was 5 months after the original order. I felt that this was unacceptable and asked for a refund. I was told that they do not refund the deposit. I could either pay in full for the jacket or just lose my deposit. This company and their people dropped the ball. They had all of my correct contact information and the schools contact information (we have only 11 seniors) on the initial form that my son filled out. They just did not have the "correct" information on the one order form that Herff Jones sales rep filled out. There is zero reason I could not be reached other than their extreme lack of care for what they do. I'd like a refund of the deposit paid on the jacket.

  

  Business response

  02/03/2023

  We have spoken with this customer and resolved their complaint via their local sales partners office (whom they had done business).  The sales office communication to the customer is attached and resolution included.  The sales office is refunding the check deposit. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just graduated from *** school of law and I rented my cap and gown from Herff Jones to save some money. One week before graduation, the items were available for pick up. I picked up my items and went home. Approximately two days before graduation was to occur, I took the items out of the bag because I was going to hang everything up on a hanger. I noted then that the felt tam was missing felt - right in the dead center of the front of the tam. Due to graduation in two days, I went ahead and wore the damaged tam to graduation and now, all of my photos clearly show missing felt right in the middle of my forehead. My photos are embarrassing.

  

  Business response

  01/04/2023

  I left Ms. ********** a voicemail the afternoon of 1/4/2023 at 1:00pm EST.  I explained I was following up on her complaint submitted regarding her damaged TAM.  I did refund her total regalia portion of her purchase today (1/4/23) in the amount of $47.78.  I sent a copy to her email address on file as well as attached it here.  She has my contact information should she need anything additional.  Congratulations again Ms. **********! 

  Customer response

  01/05/2023

  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

  11/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order but needed to change it. I read the information where it says you have 3 days to change. I was told I couldn't because it was packaged up and mailed. I ordered late 11/15/22. I sent an email to ask about on changing it 11/16 but also decided to call on 11/17 at 11:55 am. My order is # ********. I wouldn't complain if I was within the aloted time to change. I just wanted the cap and gown and add the $48 hoodie.

  

  Business response

  11/29/2022

  ****************** purchased her order from ***************, not Herff Jones - we were able to reach ****************** via phone and email to confirm with her she did have the incorrect company and advise her of where to go.  Attached emails for correspondence.  

  Customer response

  11/30/2022

  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,

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

*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. ↩