Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of copper cufflinks made from copper from the old ************************* dome. Order was placed on the website https://usnachapeldome.com/ with HerffJones as the merchant. I was emailed a receipt and contact information for the merchant as: ************************************** Order was placed on September 13, 2022, but it has been silent since. No order updates or shipping information has been received. I have attempted multiple times to contact Herff Jones points of contact, but still have not received any kind of response.

  

  Business Response

  Date: 11/04/2022

  A representative on our Jewelry team in ******* ** spoke with ***** on 10/28. He (***** the customer) did call *****, and the could not do anything for him.  We have since refunded him in the amount of $174.59.
  

  Customer Answer

  Date: 11/07/2022

  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,

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

• Initial Complaint

  Date:10/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my sons package for graduation and we only received 3 items with the wrong information . We never received the rest of the stuff. They are refusing to give me a refund saying too much time already went by. I called them, email *********** never got back to me . We kept waiting for the items.

  

  Business Response

  Date: 10/20/2022

  **************** representative ******************** reached out to this customer via phone and email.   They were able to connect with the local sales partners office as well.  We have been trying to ensure the two parties have spoken but have not been able to as of yet.  ******************** is remaining in touch and we will continue to monitor progress.  Unfortunately HJ the manufacturing corp cannot refund as we did not collect the funds, and it would have to go through the local sales partner.  

  Customer Answer

  Date: 10/26/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************

   

  they still keeping my money without giving me the the Items  or a refund 

  
  

  

  Business Response

  Date: 11/02/2022

  We were unable to work with the sales partner to refund the customer, and therefore requested internally through **************** to send a check.  We were unable to refund a card because the purchase was made with cash in person with the sales partner.  Attached is the email communication to the customer verifying they will be getting the check refund in the mail. 

• Initial Complaint

  Date:07/29/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my daughters cap and gown for her senior graduation in March they charged my credit card and my daughter did not receive her cap and gown for the graduation ceremony the school has confirmation the company had sent it but not at my daughters school spoke with multiple people at herf jones ,sales rep,managers and the girl who is in charge of getting my daughters cap and gown and she said she found it in June so I told her I would pay so she can ship it to me so it is the end of *********** is over and graduation is over now so out a cap and gown out money and why does the school districts continually use this company who scam people out of their money and graduation ceremonies this is very wrong and they should be held accountable

  

  Business Response

  Date: 08/04/2022

  Per agent Chiwaya Chibanda.  "This issue has been resolved. I just spoke to *****************************. She reached out to someone that shipped out the graduation regalia to her daughter a couple of days ago. She told me that she will be emailing the BBB to inform them of this update."
  

  Customer Answer

  Date: 08/08/2022

  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,

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

• Initial Complaint

  Date:07/18/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 3, 2022 - I placed my order for my cap and gown on totaling $151.06. Herff Jones promised delivery by the end of the month as quoted verbatim on their confirmation email..."Thank you for your order! Your gown, hood, cap, tassel and sash (if ordered) will be delivered to you from Herff Jones within 12 to 15 business days."April 21, 2022 - Instead of my order, I receive an email stating a delay but quoted to receive goods by graduation date, again verbatim from Herff Jones:"Please plan for your order to arrive prior to your ceremony."Meantime, I attempt to get in touch several times to complain and cancel my order as it is officially past cancel date and no one has contacted me, nevermind the canned, inaccurate responses. I just kept receiving the same email as above.May 7, 2022 - I graduate.May 9 and 11, 2022 - Herff-Jones sends my order. Still ZERO communication from the company. I attempted to dispute the charge through my bank and they had the audacity and extreme unprofessionalism enough to deny my claim. This is the worst transaction I've ever had with a company in my life. With two boys graduating college in a few years, I'll be sure to find a way to not deal with HF ever again. Internet Reference Number - ***************

  

  Business Response

  Date: 07/21/2022

  I left ****************** a voicemail the afternoon of 7/21 - apologizing for the inconvenience and congratulating her on her achievement.  I did refund her order in total, and send her a copy of her refund receipt (included in attached email).  If she has any other questions or concerns she can reach out to me directly.  Congratulations again ******************!

  Customer Answer

  Date: 07/22/2022

  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,

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

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Herff Jones displayed Graduation Announcements on its website with golden text with a purple accent, just like our school colors. However, the Announcements I received had green text with a purple accent. Had I seen that the Announcements would have contained green text, I would not have purchased my order. I attempted to contact Herff Jones multiple times through various avenues with no success. Herff Jones never responded to my emails. Despite being on hold for 4 hours, I could never speak with a representative. Initially, I hoped to have my Announcements exchanged. But after a month of Herff Jones not responding, I was forced to order custom announcements through Shutterfly. Around that same time, I opened a dispute with my credit card company to have them assist me in reaching Herff Jones to return the announcements for a full refund. Within 7 days, Herff Jones responded to my credit card company with the tracking number for my order... I never contested that my order was not received, but that it was incorrect. My credit card company has requested additional documentation on my end. All of which I have supplied except for a second opinion from a company like Herff Jones, stating that Gold is different than Green. Heff Jones has a monopoly with schools, and there are no other companies like it! If there were, I am sure I would not be in this position. This is ludicrous. I will never buy anything from Herff Jones ever again, and everyone should be mindful of its false advertising tactics. I still want to return the materially different product for a full refund, including the cost of my shipping.

  

  Business Response

  Date: 07/21/2022

  I left ************ a voicemail the afternoon of 7/21 and followed up with an additional email.  I have refunded his order in total and sent him an email with the refund receipts attached (attached to this response).  If he has any other questions or concerns he is able to reach me directly via phone or email.  Congratulations again ************! 

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We did not receive high school graduation announcements until 6 days before graduation, and never received return address labels. I would like a full refund (check for ****** plus sales tax and handling) for the announcements, namecards, return labels, tissue inserts and envelope seals (order # *******).This caused confusion and inconvenience for people from all over the country who were delayed in receiving the announcements, further interrupting the flow of communication to our family and friends. I initially called on June 30, and could not find a person to handle my complaint. I searched the internet for company information and emailed the following people - ***********************************************************, *******************************************************, ************************************* *********************************** *********************************** ********************************* and ******************************* thinking their corporate positions might help speed matters along. As of July 12, I have not heard from them.I went back to check Herff-Jones's website and finally found a customer service form, which I filled out. I was almost immediately contacted by ***** in the Rep ******* ******* given a Case #***** and an area representative D.A, ********, who would contact me within ***** hours. As of July 12th, I have not heard from him either.Today, July 12th, I emailed ***************************** and ***** to follow-up. *****, again, reached out immediately and told me to direct my inquiries to ******************************, who would get back to me within ***** hours, again. Upon receiving the two very timely responses from ***** I realized that I needed to reach to the BBB for assistance with this matter. I would like a refund for the above mentioned items in the form of a check, that credit card is no longer valid.Thank you for your assistance,*******************************

  

  Business Response

  Date: 07/22/2022

  I've was unable to speak with ****************** via phone, however she did respond to me via email.  I've requested her refund in the amount of $202.50 be sent to her via check at the address she requested.  Attached is the email communication between the two of us confirming this - as well as the turnaround time to receive checks from our accounting team being two weeks.  Congratulations to your family again ******************! 

  Customer Answer

  Date: 07/22/2022

  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.  Thank you again for your assistance in resolving this matter.

  Best regards,

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

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my son's cap, gown, tshirt, and bracelet back on 2/5/22. Order number *******. It took 3 months for the order to come. When it came, it was sent to my son's school. He received his cap, gown, and tshirt. However, he did not receive his ***** leather bracelet. When I tried to call the message was to contact school representative. Contacted his school and they searched and stated there was no bracelet that came with the order. I called again two days later and still nothing. I informed the rep that emailed me back that I have contacted the school and no bracelet has been found. Heard nothing back after that. So, I replied to the same email and asked for a refund or the bracelet. Still no response. I want my money back that I paid for the bracelet or the bracelet. Communication from this company is very flawed and short.

  

  Business Response

  Date: 07/22/2022

  Chiwaya ******** - a Key Account Specialist spoke with ************** and confirmed the bracelet would be replaced and was being sent out as of today (7/22).  

  Customer Answer

  Date: 07/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution would be satisfactory to me if I had received the bracelet by now. It has been over a week and I have still not received the bracelet. The gentleman that called me stated that the bracelet was at the school but this report states that they had to order another one. A bit of integrity issue going on. I want a refund or the bracelet. If they can't simply place the order for the bracelet, then refund me my ***** that was paid. Don't see how it can be this hard. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/06/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi -I ordered my son's cap and gown for his May 18, ********************************************** April 2022 by Herff Jones. I emailed and called Herff Jones several times and did not receive a response. I contacted the guidance counselor and director at my son's school for assistance. The guidance counselor made contact with Herff Jones a few days before graduation and was told my son's father would pick up the order. ***** nor ****** could provide a name or number for the "father" they contacted to pickup my son's order. I am the only person listed on his order form. ****** and ***** provided false information to the school's guidance counselor. I received a 19 minute call from ******************** on May 17th. He was very apologetic for the way his office mishandled my order. ******************** informed me that he would issue a refund. I emailed ***** and ****** in reference to my refund on June 15th & June 27th. I received a response from ***** on June 27th stating my son did not pickup his order in April. She told me I could pick up his cap and gown on June 27th. My son's graduation was on May 18th. He had to wear a ********** from the previous school year. ******* email response made no mention of their errors and false information. I would not have contacted Herff Jones in reference to my refund had I not been told one would be issued. Herff Jones misplaced my son's graduation **********. Herff Jones provided false information in reference to issuing me a refund. Herff Jones failed my son. Herff Jones failed me. My child had to wear a used ********** because Herff Jones misplaced, mishandled and lied about his order.

  

  Business Response

  Date: 07/20/2022

  I am currently still working with ******************** on her refund.  We have communicated via email and via phone.  She is aware I would be responding to this case but knows I am actively working to locate her transaction in order to refund her.  

  Customer Answer

  Date: 07/22/2022

  I have been contacted in reference to the transaction below: I was told they are actively working to refund my money once they figure out which account to refund from. Transaction Date: March 16, 2022 Merchant: HERFF JONES ***********: $186.07

  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

  Date:06/24/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a specific graduation package which included ********** as well as a souvenir tassel and stole of gratitude. However upon receiving my package I realized the souvenir tassel and stole of gratitude was not included. I paid extra for these two items and every time Ive called the customer service number I am put on hold for 3 hours and still dont get to speak with anyone. I would like a refund for the items I did t receive.

  

  Business Response

  Date: 06/24/2022

  Please see attached.

   

  

  Business Response

  Date: 07/05/2022

  I spoke with Ms. ******* the afternoon of 7/5.  I was able to confirm with her she did receive her entire regalia refund as of last Friday.  I offered to send a receipt however she had already received an email with confirmation.  Congratulations again Ms. *******!

  Customer Answer

  Date: 07/06/2022

  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,

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

• Initial Complaint

  Date:06/13/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my doctoral cap, hood, and gown more than 1 month prior to graduation in order to take photographs with my family. Herff Jones indicated that I should receive shipping information ***** hours of my order. However, there was no communication until a few weeks prior to graduation. I submitted forms trying to contact them on their website. I called multiple times and was on hold for 3.5 hours at one call until it automatically hung up on me. I had booked a photographer for their time and ended up having to cancel and lose money due to the cap, gown, and hood not arriving on time. By the time Herff Jones cap and gown arrived, I had already ordered another cap and gown from a different company due to lack of communication on Herff Jones end. Herff Jones shipped the cap, gown, and hood the day before my graduation. I have contacted Herff Jones for a refund and have yet to receive any communication from them. I am sorely disappointed in the customer service provider and the product. I am requesting a refund of $192.86 as partial compensation of the money I lost during this entire situation.

  

  Business Response

  Date: 06/21/2022

  I left ******** a voicemail the afternoon of 6/21 - apologizing and congratulating her.  I have refunded her order in total, and sent her a copy of the refund receipt (included in attached email) She has my email and phone number should she have any additional needs.  Congratulations again ********!

  Customer Answer

  Date: 06/22/2022

  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.