ComplaintsforBalfour

Graduation

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Initial Complaint
06/03/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Complaint Against Balfour for ************************* This is a formal complaint against Balfour regarding my recent purchase of a university ring Order # *********, price paid $ ********, placed on April 29, 2024. When I made the purchase, Balfour's website stated that the item was in stock and that the estimated delivery time was 4 to 6 weeks. Based on this, I placed my order to receive the ring in time to present it as a special gift to my nephew on his graduation day June 14. However, on May 1, I received a confirmation email for my order saying that the manufacturing time is about 8 to ********************************************************************** time and never received a reply. I am distressed thinking about all the times that customer service representatives had a chance to inform me of the extended production time and failed to do so, I spoke or emailed seven times before placing my order on April 29, always mentioning that I felt the urgency to make my order asap because of the delivery time. I feel taken advantage of and that there is no way for me to get a fair resolution to my complaint from such a big company without your help. On May 25, I wrote a long email to Balfour asking for help as I am stressing about not knowing the delivery date. I feel that the customer rep did not even read my email and just sent me a generic answer that is actually mocking me by saying "We are pleased to inform you that your college class ring is in production and will be completed and ready for shipment within the next 4-5 weeks" My order has been processing for over four weeks and they are replying that it will take another 4 to 5 weeks!! That is 10 weeks not 4 to 6 weeks as advertised on the Balfour website. I would not have bought this expensive gift if I had known I was not going to get it on time. I am open to any possible measures to expedite delivery even shipping directly to my nephew in ************** by June 14 morning. Thank you for your time
Business response
06/25/2024
Good afternoon,
Thank you for your patience. First of all, I would like to offer a sincere apology for all the inconvenience this delivery delay has caused the customer. We have experienced several internal and supplier delivery delays, which have caused us to fall behind our standard 6-8 week delivery time frame. We are working diligently to address these issues and fulfill the advertised time frame.
After conducting thorough research, we contacted the customer, *****************************, this morning. We offered a sincere apology and explained the situation to her. We also offered a $150.00 compensation refund along with the commitment that her ring order will be ready and shipped with upgraded shipping within no more than 3 weeks, as a courtesy for all the inconvenience.
************** was satisfied with this resolution and with our commitment to follow up with her personally as soon as the tracking information is available.
If you have any further questions or comments, please contact us at **************.
Best regards,
Tere *******
Balfour & Co. **************** Leader
Customer response
07/08/2024
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,

*************************
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I spoke with a Balfour associate about getting my class ring resized ahead of an upcoming class reunion. She confirmed the turnaround time for a ring resize, not requiring a remake was 2-3 weeks (this is also the policy listed on the Balfour website, image attached below). I sent in my class ring, and it was received by Balfour on March 8. Having not heard anything about the repair status a month later, I called today and the representative told me my ring was received but Balfour would take ***** weeks to complete the repair - 2 months longer than quoted and listed time on the website.I would very much like my ring serviced according to the parameters under which I agreed to. At the very least, having a website with information that quotes drastically incorrect service times is misleading. I am now coming up on an important event for which I need my ring and Balfour has provided no update on its status. I need my ring in hand by 05/29/24. I would not have sent my ring in for service had I known Balfour would add two months to the service time for a routine repair. I would like my service fee refunded as well as this does not confirm to any of the terms and conditions provided by Balfour.
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 contacted the customer today via telephone and mentioned that his repair is being expedited and will ship to him no later than the end of next week. As a courtesy, we have offered express overnight shipment and will be emailing him the tracking information as soon as it is available.
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.
Customer response
06/03/2024
Complaint: 21759667

I am rejecting this response because I would like my processing fee for this ring repair refunded ($19.95). While I appreciate Balfours recent efforts to get me my ring as soon as possible, their internal delays and lack of communication caused me to miss having my ring for over 12 weeks and at several important events. I would like the money I paid for prompt repair service refunded.

Regards,

*******************************
Business response
06/25/2024
Good afternoon,
Thank you for your patience. After reviewing your order case, we did deliver the ring by the agreed date on May 30th. The ring was shipped on June 3rd via ***** overnight shipping at no charge for the upgrade due to the inconvenience.
No charges were applied for the repair process, so there is no refund applicable. The $19.95 is a handling fee charge.
We appreciate the patience and willingness to work with us. For any further assistance, please contact us at **************.
Best regards,
Tere *******
Balfour & Co. **************** Leader
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My son never received his Doctoral Regalia for his Texas A&M ********** graduation on May 4, 2024. He still has not received a refund for his purchase or his regalia and we have contacted Balfour several times. This was a special day that my son can not get back and it was ordered before the deadline. We were told he would have in time to walk at graduation. Well guess what he did NOT have it for graduation. So, this has messed up the professional pictures that were taken at graduation because he did not have his official ********** Doctoral robe. Balfour needs to make this right for my son and provide him with his regalia, as well as a refund, and even pay for him to have his pictures retaken professionally in the proper Texas A&M Doctoral Regalia. This is an important day for for not only my son but several others who worked long hard hours to achieve this and you treat them like it's no big deal. You ruined the day for several amazing Law Students. this is not acceptable Balfour. Maybe Texas A&M shouldn't trust you with any of their future orders!!!! Fell free to contact me and I can provide you with all the order information you need.
Business response
05/31/2024
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.
After conducting thorough research, we have confirmed that the regalia package was shipped in early May but appears to have been lost in transit. We have entered a replacement order that will ship next week and have also processed a full refund for the customer.
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.
Customer response
06/03/2024
Complaint: 21752267

I am rejecting this response because: We were told this very same thing back in May that the Regalia had been reshipped and make it to graduation in time and in fact it wasn't. We ask for tracking information which they could never provide. I will gladly update this if and when my son actually receives his regalia. Just in case you need his information again I have attached his order information/receipt from back in April.

Regards,

*********************************
Business response
07/09/2024
Good afternoon,

Thank you for your patience. First and foremost, we would like to apologize for this inconvenience.The replacement order was delivered on 6/28/24 under the ***** tracking number 732234099298.

For any additional assistance, feel free to contact us at **************.

Kindest regards,

Tere *******
Balfour & ***
Customer response
07/10/2024
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. They did finally provide the tracking information and it was delivered along with a refund. Though it was later than they said it would take but eventually they did resolve it.

Regards,

*********************************
Initial Complaint
05/22/2024
Complaint Type:
Delivery Issues
Status:
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.
Ordered pre-paid Pre-Ordered yearbook for $75 on Balfour.com. Company failed to deliver yearbook during school days, called and was told there is a delay in production with NO DELIVERY DATE GIVEN AT ALL. Bad business, student prepaid and preordered 6 months ago! Student cannot have senior friends sign yearbook for memories because as of tomorrow, students will be GONE. *************************, *****.
Business response
05/31/2024
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.
After conducting thorough research, we have confirmed that the school is in direct contact with the account executive, who will be able to provide the logistics of delivery for the yearbook. Unfortunately, **************** does not have the particulars on this matter, and I sincerely apologize for not being able to assist you further. You will need to contact your school to discuss any refund options.
Once again, thank you for your patience and understanding. For any further questions or assistance, please contact us at **************.
Best regards,
Tere *******
**************** Leader
Balfour & Co.
Customer response
06/03/2024
Complaint: 21745150

I am rejecting this response because:
Balfour (the company) is in charge of any discounts or refunds given to students that pre-ordrered or purchased a yearbook 9 months in advance. Balfour needs to deliver the yearbook that was ordered and send a discount or refund for the book not delivered on time. This is fair printing business practice in the U.S.A. Taking full payment for a printed yearbook and not delivering the yearbook during the school year so that it can be signed by seniors who are gone now.... is not fair to the consumer aka students.
The school or the school yearbook committee, nor the account representative, is not responsible for issuing any discounts or refunds to students _ it is the sole responsibility of Balfour & *** to mitigate the problems caused to students by not delivering a yearbook on time (during the school year). A discount or refund needs to be given ALONG with the delivery of the yearbook that was ordered. That is fair business practice.

Regards,

*************************, **************** 78130 (Order ID is *********, for *******************************, *************************, ***** 78130)
Business response
07/09/2024
Good afternoon,
Thank you for your patience. First and foremost, we would like to apologize for this inconvenience. Publishing experienced unexpectedly high volumes of yearbooks and encountered some hiccups along the way, causing these delays. Production is doing its best to get all the yearbooks out. The school is in direct contact with the Account Executive, who may be able to process your inquiry and provide the logistics for the delivery of the yearbooks.
For any additional assistance, feel free to contact us at **************.
Kindest regards,
Tere *******
Balfour & Co.
Initial Complaint
05/16/2024
Complaint Type:
Delivery Issues
Status:
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.
So we ordered two graduation rings from balfour graduate sales, in November of 2023, my sons will graduate in 2025, there ring ceremony is may 16 2024, today i get an email from Balfour graduate sales, stating that the manufacturer of the rings failed to mail out the rings in time, stated sorry for the in convenience, but also stated they will have a ring box presented to them, with a ring with 2025 on it, so how is it possible that they have just plain rings lying around with the siizes of 10 and 10 1/2. Come on man make it make sense.they either send me the rings ir i want my money back.
Business response
06/24/2024
Good afternoon,
We appreciate your patience. We have attempted to contact the customer via email to inquire about the details of the orders in question but have not yet received a reply. Currently, we are unable to conduct any research or evaluation of the claim due to the lack of order details.
For your records, I have attached the email sent to the customer on May 30th.
Once again, thank you for your patience and support.
Best regards,
Tere *******
Balfour & Co. **************** Leader
Initial Complaint
05/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
05/02/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for announcements for my son's college graduation. The announcements were of poor quality. The picture was grainy , the lettering was illegible (small) and the picture WAS NOT centered. I was very disappointed and contact the customer support number. I was advised to email a copy of the announcement and someone would contact me. After TWO weeks I have heard nothing and my son's graduation announcements will be delayed as I ordered from somewhere else. This is very poor service, not to mention poor quality products.
Business response
05/31/2024
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.
After conducting thorough research, we can confirm that the customer was issued a full refund in the amount of $28.04.
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.
Customer response
06/03/2024
Complaint: 21653184

I am rejecting this response because: I have not received a refund and I have not been contacted by the company indicating how that refund would be handled.

Regards,

*******************
Customer response
07/03/2024
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,

*******************
Initial Complaint
04/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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.

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