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:02/04/2025

  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.

  In early October 2024 I ordered two letterman jackets from The waters group/Herff Jones as this is who their high school Jefferson County High School in Dandridge TN contracted for class jackets and rings. I paid over a $1000.00 and was advised the jackets would be in late December 2024. I have not received the jackets or no communication from the company. I called to check the status and they advised there was a internal issue with Herff Jones and The Waters Group on who they get to make the jackets. I want my jackets that I paid for in full and I want them now. The internal issue is not a consumer problem. I feel like there should be a rush on my job to complete them. The winter season will soon be over and my kids have not got to wear their jackets.

  

  Business Response

  Date: 02/17/2025

  Thank you so much for your note and I want to apologize for the issues. Candice, from our team, will be reaching out to you ASAP. We will make this right.

  
  Thanks so much!

• Initial Complaint

  Date:04/08/2024

  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 purchased a graduation package and didn't receive what the pamphlet said I'd receive. I reached out to my local rep and got no help.

  

  Business Response

  Date: 04/08/2024

  Hi there,

  
  What items are you missing?

   

  Thanks!

• Initial Complaint

  Date:02/26/2024

  Type:Delivery 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 placed an order for a high school class ring. On January 25th, 2024, I was told via email that the ring would ship from the plant by the middle of February 2024. I reached out again in the middle of February to get updated shipping information since none had been provided. I was then told that the item had actually shipped January 11, 2024 and was delivered to a residence on January 13th. This shipment obviously took place before I had originally contacted them and at this point the ring had been lost for almost a month before we were aware due to the misinformation provided previously. We were able to trace the original delivery location with our local ***** only to discover that the ***** driver had left the ring at the wrong address. We have since been attempting to contact the Herff J**** office again to try to get them to file a claim against *****, and get a replacement ring but no one at the Herff J**** office **** ****** *****) will respond. Had we been given the correct shipping information in the first place, we might have had an easier time in tracking down the ring. Although we understand that ***** was the one to misdeliver the ring, Herff J****/ *** ****** ***** is doing nothing to assist. ***** is claiming since Herr J**** is the shipper on record, they are the only **** who can file a lost item insurance claim. It is very disappointing to have received the wrong information, and no assistance in getting this corrected.

  

  Business Response

  Date: 02/26/2024

  Thanks for the note. We would love to assist - can you provide a call back number and we will reach out to you directly.

• Initial Complaint

  Date:04/25/2023

  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.

  January of 2023 I order for my son's graduation, his announcements, tassel, address labels, and name cards. It was stated this would be shipped to the school for my son to pick up. April 14th come the day to pick up the merchandise that I paid for, his was not there and he was advised it would be shipped to his house. After that day I have made numerous calls to the business and sent emails as per their company voicemail instructs and no response. They have my money but with graduation just a little over a month away we do not have my son's stuff. And the fact they have not called me back or acknowledge my emails is a little discerning to me being the school district uses this company to accommodate parents and students for graduation items. The school has stated it's out of their hands and I have to work with the company. But no one will get back with me.

  

  Business Response

  Date: 04/25/2023

  Thank you so much for your note. Orders delivered on the in school delivery date of April 14th were for students who ordered prior to the January 1st early order deadline. This is articulated in our senior class meeting as well as our senior order form and senior information packet that was sent home to all parents. We guarantee delivery of all late order caps/gowns two weeks prior to your school's graduation ceremony. Please email us if you have any further questions, as it does not appear that we have received an email from you. You may also call our office directly and leave a voicemail. Be sure to leave your name and number so we can return your call. We appreciate your business and look forward to fulfilling your order. 

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However let it be noted that I attached the emails of which i sent to the company they claim to not have received. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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 class ring. it wasn't in good condition, so I returned it for a refund. I Got a check in the mail for $557 (-$100 what I was owed) then later that month I received a direct deposit for $657. I've emailed ********@herffjones.com, who hasn't answered since 7/27/22. I've also emailed (what I assumed was support) at ************@herffjones.com on 7/21/22 and on 7/12/22 with no reply. also contacted the wrong office on 7/8/22. the direct deposit was processed on 6/28/22, and the check was processed on 6/20/22, and if it helps, I still have the order number for my ring: ******* I just need the $557 out of my account, because the rest of it was actually what I paid.

  

  Business Response

  Date: 08/12/2022

  Thank you for reaching out. Unfortunately we are the independent business serving the upstate of South Carolina. My recommendation would be to continue to email the folks that you have. Wish we could provide additional assistance.

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau,
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  
  ****** *********
  

• Initial Complaint

  Date:07/21/2022

  Type:Delivery 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 and paid for a class ring for my son in November 2021. He was supposed to receive it during the ring ceremony at his school in April 2022. It was not there during the ceremony and I have called this business many times requesting the ring and keep getting the response of we don’t know. He is entering his senior year in two weeks and he does not have his class ring that I paid for almost a year ago. I cannot get the name of the supervisor in order to talk with or any other help. This is unacceptable practice. If I ran my business this way I would no longer be in business. Apparently they feel like they have a corner on the market because we have to order through them which is why I’m not getting any response or help. I would like the ring delivered ASAP and I would like to speak with the owner of the company. I do not want to speak with the sales representative that I have been speaking to for months.

  

  Business Response

  Date: 07/21/2022

  Hi there! Our team has reached out and spoken with the customer. Unfortunately we have no control over our production facilities. We are happy to provide a discount or a full refund. We are also happy to have a regional manager give her a call!

  
  Thanks!

• Initial Complaint

  Date:06/01/2022

  Type:Delivery 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.

  We ordered on 10/23/21 & paid in full for our son *****’s high school ring back in March 2022 the day before they were supposed to be at the school to deliver. They didn’t show up at the school the day they were supposed to because they didn’t have all the seniors caps/gowns. I never received an email or phone message about when they would be back. They came back on May 2nd but ***** didn’t get his ring. Long story short I’ve been going round & round with a representative. First she told me it was shipped the week of May 16, 2022 & asked if we did not get it? I told her no. She said she’d see what she can find out. Then today she emails & says that for some reason Herff Jones canceled ALL rings on that PO…..gave me no reason or anything but they took our money. I have asked a couple of other students if they ordered a ring & if they received it & they said yes they did. Below is the email that was sent to me today. This is unacceptable because we paid over $518 for his ring & no one contacted us about it either way. This needs to be fixed & I also told them that if this is the case they need to at least refund 1/2 of the parents money. They said they would give me $50 back & that is not acceptable for all of this. ******, I heard from the factory this morning. Unfortunately all rings on this PO were cancelled by the factory and no one notified us. I can resubmit *****'s order and it will be ready in about 5 weeks. I apologize for this inconvenience and I will make sure his order is expedited as quickly as possible. Thank you, Beth

  

  Business Response

  Date: 06/01/2022

  Thanks for the note and so sorry for the issue!

  
  We are happy to offer a full refund and cancel the order if that helps! Thanks so much!

  Customer Answer

  Date: 06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I want them to make the order right by getting the ring made & sent to us as soon as possible with a partial refund. Other people are facing this same issue & it’s not right. We were not contacted by anyone to let us know of the problem. If so I could have already got a full refund & reordered one so he would have had it. I also don’t understand if the order was canceled why we weren’t refunded at the time. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/18/2022

  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.

  I ordered my sons graduation supplies on April 1. Within 10 days cap, gown, tassel arrived. Receipt said other half of order is on its way. Fast forward May17 and no package of the rest of the items. I have reached out by, phone, email, school guidance office no luck. School guidance said I am not the only one having this problem of not receiving the items. I ended up having to order from another company and now I want a refund for the items that have never arrived. May I add this same thing happened with a letterman jacket I ordered never arrived till April. Disappointed in this company and there lack of communication.

  

  Business Response

  Date: 05/19/2022

  Happy to provide a full refund though we are showing the order was delivered. Refund processed. Thanks so much.

  Customer Answer

  Date: 05/19/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********** *******

• Initial Complaint

  Date:05/17/2022

  Type:Delivery 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.

  My son’s graduation is 2 weeks away and we haven’t received one single item. I haven’t been able to reach anyone at the local office or on the corporate level. The one time that I did reach someone via email she was extremely rude. This is one of the most important events in a parent’s and child’s life, and I should not have to worry if he’s going to be able to participate in his ceremony. At this point, I don’t care about the other items I just would like his cap and gown.

  

  Business Response

  Date: 05/19/2022

  Hi there - we are waiting on more gown product from our manufacturing facility. Once we receive we will get it shipped out!

  Thanks so much,
  
  Andy

• Initial Complaint

  Date:05/11/2022

  Type:Delivery 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 order my Son ****** ***** graduations supplies and never receive the invitations and the signature cards. I order the large packate the $180 package with the bundle. I never recieve the invitations and now I am 10 days away from his graduation and we needed to send cards states away from our home I think we should be entilted to half of our money back do to this error. This was a special occasional that will never be again and can't be changed or redone, and it not possible to get more cards. I

  

  Business Response

  Date: 05/11/2022

  What school do you attend?