ComplaintsforBalfour

• 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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in my 10K yellow gold college ring for a resize. After 2 weeks I was contacted and told by Balfour's repair ***** that "this isn't our ring, we didn't make this," and refused service, with no further explanation. I purchased this upon graduation from Balfour 23 years ago (the ring is still sold on their website). There is a serial # that ******************** engraved on the inside of the ring. I was told by their customer service that they can't look up anything older than 10 years. So after following their directions for the "lifetime guarantee", sending my ring insured, with money for return shipping, I am getting my ring back without any work being performed.

  Business response

  12/27/2023

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

  
  I hope this message finds you well. I appreciate your patience and understanding as we addressed the matter concerning your 10K yellow gold college ring.

  
  After careful examination, our repair department concluded that the ring submitted for resizing did not match our records and specifications. Unfortunately, this discrepancy prevented us from providing the intended service, and I sincerely apologize for any confusion or inconvenience this may have caused.

  
  I understand the sentimental value your ring holds, having been purchased 23 years ago. I want to assure you that we value our customers, and their cherished memories associated with our products.

  
  Your ring was returned to you as is on November 29th, under ***** Track# ************.

  Your feedback is essential, and we appreciate your ongoing trust in Balfour. Thank you for bringing this to our attention.

  
  Best regards,

  Tere *******

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

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my college ring to Balfour requesting a remake, of which they received the package (via ****** on Sept. 25, 2023 (tracking number ************ FROM ********, **). I called to be sure they received the package and was told they did get it and was given a receiving # ******* from them. After one month passed, I finally was able to talk with someone at customer service and decided not to go through with the remake and asked them to please do NOT remake my ring and to please send it back to me. This conversation took place on Oct. 30, 2023. The customer service agent verified my check # *** in the amount of ***** for reshipping cost was cleared through my bank on Oct. 25. I was told by the customer service agent that my ring would be sent back to me that Friday and to call back to get the tracking number. I called back the following Tuesday, Nov. 7, 2023 to get the tracking number, but was told by the customer service agent that it was not shipped yet. The story I got was that it had to be removed from their system before they ship it. This makes no sense. I called back Friday, Nov. 10, ************************************************************************************************************************************************ I feel I am getting the run-around and am very concerned they are not going to ship my ring back to me. This is theft. I just want my ring back untouched in any way. I have a picture and video of my ring just before I shipped it to them. Please just give me my ring back.

  Business response

  12/27/2023

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

  
  I trust this email finds you well. My name is *******************, and I serve as a **************** Leader. I am reaching out to inform you that your College Ring was returned to you as per your request on November 20th, with the **** Tracking Number **************************. The item was sent to the following address:

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

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

  ********, ** 20110

  
  I sincerely apologize for all the inconveniences these delays may have caused you. I understand the frustration, and I want to express my regret for any challenges you've experienced. Your satisfaction is of the utmost importance to us.

  
  As we move forward, I hope you have a wonderful New Year, and I genuinely appreciate your patience throughout this process. If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to let us know.

  
  Best regards,
  *******************

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  A copy of the email I sent to Balfour today, September 25th, 2023:Dear sir or madam, I am HORRIFIED by the manner in which my ring repairs have been mishandled by Balfour. In June, I sent you my high school ring and my college ring for repair. I have still not received either ring. It is common practice in 2023 for companies to acknowledge receipt of merchandise (returns, repairs, etc.) by email. It is usually a quite simple process to acknowledge receipt, confirm addresses and phone numbers, and alert customers of shipping so they can be aware of the arrival of merchandise. I would think that the sentimental nature of class rings would ensure clear communication of such important parts of the process. However, my high school ring was shipped to me without my highway number. Consequently, I did receive a phone call in August asking for my correct address (which was included with both rings); the phone call was returned the next day, but I still have not received the ring. Additionally, I never received ANY communication whatsoever about my college ring. Today, a representative gave me a tracking number from the **** and informed me that according to the **** I have received my ring. However, I do NOT have my college ring. In the past, ArtCarved was a reputable, honest, trustworthy company in which I entrusted my commemorative rings. I cannot believe that Balfours customer service has gone so horribly awry. I am hoping that my faith in your company is restored by the safe delivery and correct repair of both rings. But today I am woefully skeptical of a happy resolutionand your companys lack of helpful communication does not inspire my confidence. Sadly, ******************************** ************

  Business response

  10/18/2023

  Good morning, *********************,

  
  I sincerely appreciate your patience. I deeply apologize for the inconveniences you've encountered with your Balfour ring repairs.

  
  After conducting a thorough investigation, we have confirmed that the ********************************************** ring replacement process has been addressed under confirmation number 3605034-2. Please be informed that the ring will be ready and shipped within 6-8 weeks.

  
  Kindly send an email to ******************************************************** to confirm your shipping address.

  
  Concerning your *********** ring, we have attempted to reach you by phone several times to discuss the matter. For the appropriate follow-up process, please reach us at **************.

  
  Once again, I am truly sorry for the inconveniences you've experienced, and I sincerely appreciate your cooperation in working towards a positive solution.

  
  Wishing you a great day!

  
  Sincerely,
  Tere *******

  Balfour Customer Support

  Customer response

  10/18/2023

  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 as it currently stands (with their assurance I will receive a replacement for the college ring and they will engrave the high school ring which was already repaired/replaced).
  
  Regards,
  
  ********************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was first sized for a ring that was sized wrong and told to go to a jeweler and get sized and then return the ring. I ordered this ring in NOVEMBER 2022. My graduation was in MAY 2023, I did not receive the ring in time. I did not receive it until August ************************************* the mail. No engraving, nothing that I wanted on the ring or how it was supposed to look. The ring is nothing how I ordered it. I spoke with customer care that says the engraving is there you just can't see it because that's how the engravings are with laser. **************** is horrible and no help. I paid for a ring and received a ring I did not want or customize how I wanted and how I paid for it to be. To make matters worse for weeks I was calling and was told I would receive an email regarding the matter, I spoke with a representative today who told me THERE WAS NO RECORD, nothing about me calling about the engraving.

  Business response

  09/18/2023

  Good morning, ********,

  
  First and foremost, I would like to express my gratitude for your patience and extend a sincere apology for any inconveniences you may have experienced. Following a thorough investigation, I have observed that you had a conversation with our **************** specialist, *************************, who assisted you with the follow-up regarding the delivery of your ring on August 11th, 2023.

  
  I'm pleased to inform you that as a gesture of goodwill, we have processed a refund for the postage fees to compensate for the inconvenience you encountered. Additionally, we have offered you the option to return the ring to us so that we can rectify the engraving text on the inside. We have verifiable evidence that the requested engraving text, "Future Esq.," was indeed added.

  
  We understand the significance of this milestone for you and acknowledge the effort you've put into achieving it. We are proud to have played a part in your journey.

  
  We kindly request that you return the ring to us within the next 90 days from the shipping date, which was August 7th, 2023. Please also confirm whether the $19.95 postage fee refund has been successfully reflected in your account.

  
  Once again, thank you for your patience and understanding. We wish you a wonderful day!

  Kindest Regards,

  Tere *******

  **************** Leader

  Customer response

  09/18/2023

  Complaint: 20584760
  
  I am rejecting this response because: I have called this company for months trying to come up with a resolution. I purchased this ring MONTHS before my graduation so I can wear it for graduation and was never able to. I sent the ring back once and it took MONTHS for the company to send the ring back and that was even without the missing package incident. I paid around $1000 for a ring I never was able to wear and then the ring did not come the way I ordered it and all the company can offer is $20. Not only does this have to do with the services provided but with customer service as well, this company tells me they will have regular contact and does not, after the first ring was signed by some random person putting COVID, I informed the company to call me about tracking or email and they never did, I had to make sure I didn't go anywhere just to wait everyday for the ring. Lastly the last representee I spoke with told me that I had no contact with the company because she couldn't see any notes which was a complete lie because I have wasted time over and over again calling the company with the issues. To wait MANY more months for them to fix an issue would be more time lost on my part. I paid for a specific ring and did not receive the ring that I requested and wasn't able to wear it for the event that I purchased the ring for. At this point I am willing to return the ring for a full refund.  The quality of the ring is horrible, the engraving non existent (future esq.) and the writing it does have on it with my graduation year and degree type look horrible. I can never get a chance to wear it at my graduation but the ring itself is not the quality or look as promised overall. 
  
  Regards,
  
  *************************

  Business response

  09/29/2023

  Hello ********, 

  I hope this message finds you well. I understand your frustration with the sizing issues, shipping delays, and the engraving not meeting your expectations. Once again, please accept our deepest apologies for these shortcomings in your order. We deeply regret any inconvenience this has caused you.

  Regarding the engraving, I want to clarify that our engraving process utilizes laser technology, which sometimes results in subtle engravings. However, we are committed to ensuring that the engraving on your ring meets your satisfaction. We will certainly take another look at this to address any concerns you have about the engraving text.

  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this issue to your utmost satisfaction.

  Warm regards,

  Tere *******

  Customer Service Leader

  ******************** 

  Customer response

  11/07/2023

  Complaint: 20584760
  
  I am rejecting this response because:
  
  Nothing has been done. People save up money to reward themselves and trust BALFOUR who give them a gift they are giving themselves to represent all their hard work throughout their college life. College is expensive, these rings are expensive. Like any other business if something wasnt done to liking or done correctly than a refund or discount would be applied. I didnt even get to wear it at my graduation and I purchased it to be received BEFORE that 
  

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

  Business response

  12/27/2023

  Dear *********,

  We sincerely appreciate your patience, and I am genuinely sorry to hear that our previous resolution did not meet your expectations. I understand the importance of your concerns, and I want to address them as thoroughly as possible.

  I regret to inform you that a return for a full refund is not an option for personalized jewelry items, as cancellations and refunds are not possible under our policy. You can find detailed information regarding our policies, including our Return Policy, in the Warranty, Repair & Return section on our website.

  We genuinely apologize for any inconvenience this may have caused you. Your understanding and patience are greatly valued. If there's anything else we can do to assist you or if you have further questions, please feel free to reach out.

  Wishing you a wonderful New Year's Eve.

  Respectfully,
  *******************

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

  Customer response

  12/27/2023

  Complaint: 20584760
  
  I am rejecting this response because: it did not offer any kind of solution or even a partial refund, a some percentage off. 
  
  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. ↩