ComplaintsforBalfour

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had met with a Balfour representative at my school and ordered my graduation ring before the deadline. I would call to make my payments and was told the ring would be in on time for my graduation. My mom called about my ring and was told the same thing after processing payment. I called to make my final payment and then was informed it would be another 3 weeks before my ring would even be shipped. I kept being told it would be in on time and now my ring will not be in until 1 month after graduation. I asked why they did not communicate it with me so I would know and not anticipate my ring arriving before graduation and was told they cannot do that.

  Business response

  05/30/2024

  Good afternoon,

  My name is *******************, and I am a **************** Leader at ******************** & Co. I would like to extend a sincere apology for the inconvenience caused and for the delay in responding to your inquiry/complaint.

  I have verified that the customer's college ring (*****************) was shipped on May 16th via **** and delivered on May 23, 2024, 10:17 am in *******, ** *****. The item was signed by ************.

  Once again, thank you for your patience and willingness to work with us. For any further questions or assistance, please contact us at **************.

  Order Reference No. 3756752-1

  Best regards,

  Tere *******
  **************** Leader
  Balfour & Co.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They printed the wrong graduation year and date on the inside of the announcement

  Business response

  05/30/2024

  Good afternoon,

  My name is *******************, and I am a **************** Leader at ******************** & Co. I would like to extend a sincere apology for the inconvenience caused and for the delay in responding to your inquiry/complaint.

  I have verified that the customer's order was fully refunded on 4/29/2024.

  Once again, thank you for your patience and willingness to work with us. For any further questions or assistance, please contact us at **************.

  Best regards,

  Tere *******
  **************** Leader
  Balfour & Co.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 24 graduation announcements for my son and first they sent to wrong address and now they can't fund them . Graduation is May 16 so I had to make my own. They have never followed up their customer service is horrible and they refuse to refund my money since the are "custom". This is horrible for a child who has worked so hard to granduate...it's a travesty really. I just want my money refunded

  Business response

  05/30/2024

  Good afternoon,

  
  Thank you for your patience. Please know that we are actively looking into this matter and will provide a possible solution as soon as possible.
  The customer's satisfaction and positive experience are our top priorities. Once again, thank you for your patience and cooperation.

  
  Sincerely,

  Tere *******

  Customer Service Leader

  Balfour & Co.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 2/29/24, I placed an order, *********, with Balfour for graduation invitations. Graduation is 5/7/24. Per Balfour's website, orders will be printed and shipped within 10 business days of the order being submitted. As of today, 4/22/24, I have not received my order. I emailed Balfour on 4/4/24 at 8:21am asking for an update on my order. This is the response I received: "We dont have a tracking number yet, for all our schools announcements those would shipped mid-April and the latest delivery would be 4 weeks prior to graduation. For more questions please call to our CS lines: **************."On 4/11/24, I called the 800 number provided in the email. The rep told me that my order should ship by the end of the month. I informed the rep that graduation was on 5/7/24. The rep told me she would send a request to expedite my order and to call back the following week to see if a tracking number was available. She also told me that if my order had not already processed, I could cancel my order for a refund.On 4/15/24, I called the 800 number again and asked for a status. My order had not been expedited. I explained the situation to the rep and told him I would like to cancel my order. I was given a cancellation #*******.On 4/16/24, I received an email from the representative I spoke with on 4/15/24 stating the following: "We spoke yesterday about a cancelation and refund for your announcement order, I just received a reply from production. Unfortunately, the custom products are not refundable, at this moment your package is in transit to the distribution center and it will be shipped to you by the beginning of next week. Please contact us by next Monday to get a tracking number for your products. We apologize for the delay in this order."After a couple emails with a sup, I was given a tracking #. I called ***** today and provided the tracking #. They have not received my package from Balfour. At this point, I want a refund. I can provided emails if needed.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for my daughter's (******) class ring in full on 2/27/24. We chose DELIVERY AT HOME ADDRESS since my daughter is NOT attending the school ceremony. The latest the delivery should have been 4/9/24. This week the company informed me by email and phone conversation that because of the timeline in which we placed the ordered and paid; she has to wait until 5/9/24 to get her ring because even though they charged me $19.95 for ******************* they are sending it to the college the day before graduation. I ordered it on their website where they have nothing stating that it was being sent to school, in fact it says on the receipt specifically states SHIP TO: HOME. This company fraudulently represented the delivery, shipping, and order information. Now instead of having the ring for the last 3 weeks or school she will only have it 1 day before graduation. And if she doesn't go to retrieve it at the school ceremony BALFOUR can't and won't tell me where to pick it up or who to pick it up from. All I want is what I paid for!!! Overnight delivery should resolve the issue.

  Business response

  05/30/2024

  Good afternoon,

  My name is *******************, and I am a **************** Leader at ******************** & Co. I would like to extend a sincere apology for the inconvenience caused and for the delay in responding to your inquiry/complaint.

  I have verified that the customer's college ring (***************************) was shipped on April 24th via ***** and delivered on April 25, 2024, at 2:10 PM. It was signed for by ******************.

  Once again, thank you for your patience and willingness to work with us. For any further questions or assistance, please contact us at **************.

  Order reference No. 3746098-1

  Best regards,

  Tere *******
  **************** Leader
  Balfour & Co.

  Customer response

  06/03/2024

  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,
  
  ***** And ***************************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At a JMU football game they had a table for class rings-my daughter is a 2024 graduate. The gentleman was managing multiple customers and took our order. He measured my daughter's finger. The ring took months to arrive. It arrived a size 7. Every company uses different ring sizers. I trusted the man did this for a job and could properly do orders. The ring arrived (measured at a local store) smaller than a 7 but nowhere near the proper size. It fell off my daughter's finger after waiting months. Huge disappointment. She immediately contacted the company, and they ran her in circle. Refused to help her! Wanted us to pay for the return and repair for their mistake. I got involved and went around in circles. Had my daughter sized by a local store, asked for the label multiple times. No one responds by email or phone. I paid to ship it back with confirmation of receipt. I don't trust this company at all. Horrific customer service and now they are saying ***** weeks to get the ring back. That is completely unacceptable after what we have been through with their lack of customer service and the poor salesman who clearly needs more training. I asked for them to size the ring and ship back immediately for graduation pictures and graduation. I tried calling again waiting over 30 minutes. No one answered the call. I have included order form, emails I had with the company and confirmation they have the ring in their possession.

  Business response

  04/23/2024

  Dear ********************** extend my sincerest apologies for the frustration and inconvenience you have experienced regarding both the resizing/repair needs of *******'s ring and the challenges with our customer service specialists. Your feedback is truly invaluable, and I want to assure you that we take your concerns seriously and are implementing immediate steps to address them.

  I understand your disappointment with our current repair turnaround time, which has been affected by the high volume of orders we are currently processing. Please know that this falls short of the high standards we strive to uphold, particularly during such significant milestones in our customers' lives.

  I want to assure you that your daughter's repair order is receiving our utmost attention, and we are expediting its processing. Our team is working diligently to ensure that her ring is ready for shipment within 2-4 weeks or sooner if possible.

  In acknowledgment of the inconvenience you have experienced, we would like to offer you an upgraded shipping method to ***** 2nd day delivery once the resizing-repair is completed. We hope this gesture underscores our commitment to your satisfaction and helps alleviate some of the frustration you have encountered.

  Once again, I apologize for any inconvenience caused and assure you that we are taking immediate action to rectify the situation. If you have any further questions or concerns, please do not hesitate to reach out to us at **************.

  Thank you for your patience and understanding.

  Sincerely,
  Tere *******

  Customer response

  04/23/2024

  Complaint: 21483612
  
  I am rejecting this response because:

  This is crazy how poor the customer service is. You are literally not helpful at all! Just like everyone else at Balfour. An apology at this point is not enough. I want a better response. My daughter is a 2020 high school grad who had no graduation. We still dont have the ring. Our return since it was Balfour mistake should have been a priority. NO one understands that at Balfour. They toss it back on the customer. I did nothing wrong except trust your company could fulfill an order. At this point the ring has lost its purpose. Graduation pictures have passed and soon graduation. If you are too busy to process orders suspend your services. Take care of the customers you have neglected for months. Im tired of excuses. Get the ring shipped out before May 10th or I want a full refund. Plus the reimbursement for shipping back to ***** and I was promised a label. 

  Regards,
  
  *******************************

  Business response

  05/30/2024

  Good afternoon,

  The ring repair was shipped on April 29th and delivered in *******, ** ***** on May 4, 2024, at 12:57 PM. No repair or return postage fees were charged.

  We truly appreciate your patience and cooperation. Have a wonderful evening!

  Best regards,

  Tere *******
  Customer Service Leader
  Balfour & Co.
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/5/2023, we purchased a college class ring for graduation. Balfour committed to providing this ring within a specified timeframe. This timeframe has been far exceeded in terms of the estimate.I first reached out in early January, and I continued following up until two weeks ago (02/22). I was told there was a delay due to a ring mold over the phone. However, I was told I should see more progress / completion within two weeks.We are now at that two week ***** and I'm a bit frustrated about the situation. The order number is *********, and I've emailed multiple agents and been on the phone. At this point, I'd like regular updates until completion at least every other week because of the delays.All agents have been polite and respectful, so my frustration is specifically at the delays in manufacturing and lack of initiative on Balfour in terms of communicating this delay to all affected students.

  Business response

  03/19/2024

  Dear ****************,
  
  I sincerely apologize for the frustration and inconvenience you've experienced with your UGA class ring order. Your feedback is invaluable to us, and I want to assure you that we take your concerns seriously and are taking immediate steps to address them.
  
  I understand your disappointment with the delays regarding your order. Please know that this falls short of the high standards we strive to uphold, especially during such important milestones in our customers' lives.
  
  I want to assure you that your order is receiving our utmost attention, and we are expediting its processing. Our team is diligently working to ensure that your ring is ready to be shipped out to you by the end of next week at the latest.
  
  In recognition of the inconvenience you've experienced, we would like to offer the upgrade to Overnight Shipment of your ring once it's ready to go out. We hope this gesture demonstrates our commitment to your satisfaction and helps alleviate some of the frustration you've encountered.
  
  Once again, I apologize for the inconvenience and assure you that we are taking immediate action to rectify the situation. If you have any further questions or concerns, please don't hesitate to reach out to me directly.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Tere *******
  Balfour&Co. **************** Leader

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a *** class ring on 11/01/23 and have still yet to receive it. I also was never given any sort of way to track it online, so I have to call in every few weeks to check. First it was going to be delayed by a few weeks, then a month... today (01/18/24) I was informed it *may* be in production in late April. This was a HUGE investment and we are left with nothing. I was also told that the "mold changed" and I verified that the ring I paid THOUSANDS of dollars for and the ring I would be getting would not be the same. There has been zero communication of such a change. They offered to give a $75 credit today, which gave me a good laugh. So, in summary... I have paid a ton of money for a ring that I have no knowledge of it's appearance, no way to know what the status is, and no way to know when it will be shipped. HOW IS THIS VENDOR ALLOWED TO DO THIS? Purchases made from this company are intertwined with very emotional and important times in someone's life. It's absolutely outrageous!

  Business response

  02/12/2024

  Dear ****************,

  I sincerely apologize for the frustration and inconvenience you've experienced with your *** class ring order. Your feedback is invaluable to us, and I want to assure you that we take your concerns seriously and are taking immediate steps to address them.

  I understand your disappointment with the delays and lack of communication regarding your order. Please know that this falls short of the high standards we strive to uphold, especially during such important milestones in our customers' lives.

  I want to assure you that your order is receiving our utmost attention, and we are expediting its processing. Our team is diligently working to ensure that your ring is ready to be shipped out to you by the end of next week at the latest.

  Regarding the changes to the ring's design, I apologize for any confusion or lack of communication on our part. We will ensure that you receive clear and detailed information about any alterations made to your order.

  In recognition of the inconvenience you've experienced, we would like to offer you a credit of $50 toward your purchase. We hope this gesture demonstrates our commitment to your satisfaction and helps alleviate some of the frustration you've encountered.

  Once again, I apologize for the inconvenience and assure you that we are taking immediate action to rectify the situation. If you have any further questions or concerns, please don't hesitate to reach out to me directly.

  Thank you for your patience and understanding.

  Sincerely,

  Tere *******

  Balfour&Co. **************** Leader

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a ring for delivery to my address in August. It is December and I have still not received my ring. I opted to have my ring delivered to my house because I am an online student. They went ahead and sent the ring to my school. They told me my option was to go and pick it up from the school, which is hours away from me. They still charged me for shipping.

  Business response

  12/27/2023

  Dear ******,

  I hope this email finds you in good health. My name is *******************, and I am a member of the Balfour **************** Leader Team. Following a comprehensive review of your College ring shipping history (Order #*******-1), I can confirm that the school dispatched your *** ring on December 4th under ***** Tracking No. ************. Our records indicate that a voicemail was left on December 5th, providing you with the shipping and tracking details for your reference.

  Upon verification with *****, we can further confirm that your package, including the ring, was successfully delivered on December 5th at 9:49 AM.

  We sincerely appreciate your patience and cooperation throughout this process. Congratulations on reaching this significant milestone, and may you have a wonderful New Year's Eve!

  Best Regards,

  Tere *******
  Balfour **************** Team

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a university ring. I sent it in October 15th to be resized. I was told the time would be about 2-4 weeks. I wanted it ready for my commencement ceremony which is December 16th. I called several times saying it would take about 6 weeks. I just called today saying it would be additional 6 weeks not telling me it would be the end of December. I asked them just to send it back to me so I could have for the ceremony and they refused. The whole purpose of purchasing the ring was to have it for this day.

  Business response

  12/27/2023

  Dear ********,

  I trust this email finds you in good health. My name is *******************, and I am a member of the Balfour **************** Leader Team. Following a thorough review of your College ring repair history (Order #*******-4), and in reference to your recent call to our **************** line, I am pleased to confirm that we will be waiving the resizing fees. Additionally, we will expedite the processing of *********** order after the Holiday break.

  Please be aware that the estimated completion date for *********** is anticipated to be at the end of January. However, we will make every effort to expedite the process, and if possible, have it ready for shipment sooner.

  We understand the importance of this matter, and I sincerely apologize for any delays you may have experienced. Your patience and understanding are greatly appreciated.

  Once again, thank you for your cooperation. Wishing you a wonderful New Year's Eve!

  Best Regards,
  Tere *******

  Balfour **************** Team

*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. ↩