B F Benfest Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again , you make it sound as though this was our fault... 'the reason I cancelled on Apr 17, is because your agent was honest enough finally to say that the announcement s weren't even in production yet , and by the time they finish up on them and mail them to me would be another week so and I wounds get them till end of April .. at which point I would still have to write and mail out to carious cities only giving people a week notice for graduation! So that's when I contacted Revdex.com to let them know what horrible service you have ... don't blame consumer for cancelling knowing darn well I wouldn't of gotten on time ! And again , of course I got my money back ! You didn't do anything! And yes I just record the announcements but I only wanted one for memory sake ! The rest I can use for toilet paper cause I have no use for them!i did have to go have some made which I paid for... so you can reimburse for those ! No one got to see the [redacted] college ones ! You ruined that moment ....Regards,[redacted]
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I STILL DONT UNDERSTAND WHAT IS MEANT BY WE WILL COMPENSATE DUE TO DELAY MEANS..... ALSO , BACK IN FEB WHEN WE ORDERED THE ANNOUNCEMENTS , NOTHING WAS ON THERE ABOUT APR 7, BUT EVEN IF THERE WAS , THEY ARE STILL NOT PRODUCED!!!!! WILL THEY EVER BE !!!!! OF COURSE I WILL GET MY MONEY BACK .... YOU DIDNT GIVE ME THE PRODUCT, THATS A NO BRAINER, ITS CALLED STEALING IF YOU DIDNT,....MY BACK WOULD EVEN GO AFTER YOU ....GRADUATION DATE IS MAY 13TH , AT THIS RATE I WOULD OF NEEDED U TO MAIL THEM OUT TO MY GUESTS .... YOU REALLY RUINED THIS FOR MY DAUGHTER!!!!BUT NONE THE LESS, WE WOULD STILL LIKE ONE FOR A REMEMBRANCE SAKE SO PLEASE GET ONE HERE TO US AT LEAST .... !!! SO IS THAT WHAT YOU ARE SAYING , THAT YOU WILL STILL MAIL IT OUT, COMPENSATE ....THAT WORD HAS A LOT OF MEANING .... PLEASE EXPLAIN FURTHER 
Regards,
[redacted]  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The office's response to you was incorrect.  First:  Most of our contact was via email.   I initially said in my first email that if I needed to pick it up from them to let me know.  Please note that this was while I was under the impression that the company had representatives that went to the various schools.  I had no clues at all that there was no rep in Austin, TX.   I wasn't paying lots of attention and didn't think much about the Kyle return address because I presumed that was a regional hub.  On Jan 27th,  I received the note from Gloria S[redacted] and finally realized that the company actually didn't service the Austin Area.  At no point did anyone from their office call me.  Note that no one mentioned and additional fee for shipping either.  I always had to contact them to find out the status.   I called the office on the 27th to give them the address and that's when they slapped me with the extortion charges.  The lady I spoke to could not possibly have missed that I was angry about it because I argued about it with her before surrendering to them to ship it after arguing with them on the phone because the ONLY alternative they gave me was to drive to Kyle, Texas to pick it up.  Please note that Kyle Texas is a hour's drive from where I live.   The website.   The issue of paying for shipping did not occur until after I'd waited an additional  2 weeks for the ring to arrive.  I have also attached a pdf of all the emails.
Regards,
[redacted]

[redacted] is 100% accurate in her claim and has the right to request a full refund of her monies.  The Herff Jones company has failed to meet its stated delivery timeline and it is due manufacturing difficulties and lack of operational performance.  [redacted] may...

request her refund at www.hjcares.com.  Thank you, Tim O'[redacted], Area Sales Manager

April 29, 2016       Revdex.com of Central Indiana, Inc.   RE:  Case# [redacted]:  [redacted]     Ms. [redacted]:   Thank you for bringing Mr. [redacted]’s frustrations and less than positive customer service experience to our attention.  Our...

goal here at Herff Jones has always been to provide quality products along with quality service and in this case we missed the mark.  For that we truly apologize.   In reviewing the information provided in this complaint, without additional information we are unable to respond accordingly.  Mr. Steven [redacted] will be contacted via the information provided within this complaint.   His concerns for picking up his son’s graduation regalia will be addressed.  Current procedure for product pick-up would be to present a copy of the receipt at the pick-up location.   Again, Mr. [redacted] will be contacted regarding his request for pick-up information.   Again, we are sorry for the inconvenience and frustration that Mr. [redacted] experienced due to extended telephone hold times and miscommunication of information.  Please be assured that we take our business and our customer satisfaction very seriously.  If I may provide additional information, please let me know   Sincerely,     Pastel D[redacted] Asst. Director of Service Center Operations Herff Jones College Division

Thank you for bringing Ms. [redacted]’s frustrations and less than positive customer service experience to our attention.  Our goal here at Herff Jones has always been to provide quality products along with quality service.  The feedback provided allows us to evaluate opportunities...

for improvements. In reviewing Ms. [redacted]’s file, we find she placed order [redacted] with the Texas sales office by phone and it was received and entered on 9/15/16.  This order was manufactured according to the specifications on the order, rushed through production (normal 6-8 weeks) and shipped FedEx on 10/20/16 for the school ring ceremony.  We were notified on 11/3 that the customer was unhappy with the style size of the ring and wanted the smaller (P size) instead of the X size submitted on the original order.  Under the comprehensive warranty, at no cost to Ms. [redacted], we expedited a replacement ring.  Additionally, we sent the customer a FedEx return label 12/5 to return the original ring once the new ring was completed and ready for shipment.  The new ring order was shipped 12/5/16 to the customer and delivered by FedEx 12/7/16 in order to meet her 12/10/16 photo session date.  She had her ring for both important events for which she requested delivery. Our customer service and manufacturing areas responded in an expedited manner to each request from Ms. [redacted].  The changes requested were all covered under our comprehensive warranty at no cost to her.  Additionally, on 12/8/16 we issued a refund of $211.00 back to Ms. [redacted].  Her order total was $421.09.  We sincerely apologize for the inconvenience and frustration that Ms. [redacted] has experienced.  An apology letter has been sent to her along with our contact information should she need additional assistance.  Please be assured that we take our business and our customer satisfaction very seriously.  If I may provide additional information, please let me know.

Thank you for bringing this matter to our attention.  Jasmine E[redacted], our Customer Service Manager, has reached out and talked to Ms. [redacted] on 6/22/16.  A full refund has been issued and was sent via FedEx for her to receive today.  On behalf of Herff Jones, I wish to apologize to...

Ms. [redacted] for the inconvenience and reported frustration.  Our goal has always been to provide quality products and quality service.  If I can provide additional information, please let me know.  Thank you, Judy E[redacted], Executive Division

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.After months of waiting and getting written up and warned at my current position as Administrator of a senior living community, I received my diploma yesterday without a name or date. I am so disgusted that a company that has servicing so many graduates for so many years can have such poor customer service and attention to detail. I am a paying customer and have been pushed to the side and is at risk of losing a job that I worked so hard to get.
Regards,
[redacted]

May 20, 2016 Revdex.com of Central Indiana RE:       Case# [redacted]             [redacted] Ms. [redacted]: Thank you for bringing Ms. [redacted] concerns and frustrations with regards to being...

refunded.  Our goal at Herff Jones has always been to provide quality products along with quality customer service and in this case we missed the mark.  For that we apologize. The Herff Jones manufacturing facility with whom Ms. [redacted] spoke with has been contacted regarding Ms. [redacted] complaint of receiving damaged product and her request to be refunded upon the return of those items.  Because this was an error on Herff Jones’ part, a full refund in the amount of $168.69 has been processed back to Ms. [redacted] account.  Processing of the credit will take approximately 3-5 business days to post back to the account. Again, we are sorry for the inconvenience and frustrations experienced by Ms. [redacted] due to miscommunication regarding the requested refund.  Please be assured that we take our business and our customers’ satisfaction seriously.  If I may provide additional information, please let me know. Sincerely, Pastel D[redacted] Asst. Director of Service Center Operations Herff Jones College Division

April 22, 2016       Revdex.com of Central Illinois, Inc.   RE:       Case# [redacted]             [redacted]            ...

Student Order #[redacted]     Thank you for bringing Ms. [redacted] concerns and frustrations regarding her service experience to our attention.  Our goal here at Herff Jones has always been to provide quality products along with quality service and in this case we missed the mark.  For that we apologize.   Our records indicate that Mrs. [redacted] purchased personalized announcements for her student in the amount of $95.99 on March 26, 2016.  Standard manufacturing times were 7-10 business days plus an additional 3-5 business days shipping.    Unfortunately, order #[redacted] was not shipped by the 10th business day due to manufacturing delays.  For that we are truly sorry.   Our records indicate that Ms. [redacted] contacted our service center on April 15, 2016 and requested that order #[redacted] be canceled and a refund be processed.  The order was canceled and a refund for the full amount, $95.99 was submitted for processing.  We do show that the requested credit was processed on April 16, 2016.  We ask that our customers allow 3-5 business days for the credit to appear in their account.   Again, we are sorry for the inconvenience and frustrations that Ms. [redacted] experienced due to the manufacturing delays.  Please be assured that we take our business and our customer satisfaction very seriously.  If additional information is needed, please let me know   Sincerely,     Pastel D[redacted] Asst. Director of Service Center Operations Herff Jones College Division

TO:  [redacted]Thank you for bringing this to our attention, again.  Our Area Sales Manager, Jeff P[redacted], for the state of Texas, spoke to the Rep and, unfortunately, he had you confused with another customer that he had delivered to the prior day.  The sales rep will have a check processed for the shipment refund and will send it to you at:[redacted] **  [redacted] Daytime Phone: [redacted] E-mail: [redacted]If the above information is not correct, please let us know.  Thank you and again, we apologize for your frustrations. Judy E[redacted], Executive Division

May 4, 2017
 
 
Revdex.com of Central Indiana, Inc.
 
RE:  Case# [redacted]
Student Order #[redacted]
 
 
Ms. [redacted]:
 
Thank you for making us aware of the response from Ms.
[redacted].
 
Again, we are sorry for the production delay on Ms. [redacted]’s
announcement order.  The announcement
orders for [redacted] began shipping shortly after the initial response
to Ms. [redacted]’s complaint.  It was our
hope that the announcements would have been received and mailed to family and
friends. 
 
However, after receiving Ms. [redacted]’s response, the
account was reviewed for additional information.  Our records show that Ms. [redacted] spoke with
a customer service representative and requested that the order be canceled on April
17, 2017 at 12:49pm.  This cancel order
request was processed accordingly and no announcements were produced based on that
request.  My initial response was
submitted not knowing that a request to cancel the announcement order had been received.
 
Because Ms. [redacted]’s expressed interest in still receiving
the graduation announcements for [redacted], our manufacturing facility was
contacted and a request to reinstate the announcement order was processed.  The announcement order has completed production
and is shipping today, May 4, 2017 via FedEx Next Day with tracking
#[redacted] with an anticipated delivery date of Friday, May 5, 2017. 
 
Our records indicate that a full refund in the amount of
$87.25 was processed backed to the original credit card on April 17th
and should have posted back to that credit card.
 
Again, we are sorry for the inconvenience and frustration
that Ms. [redacted] and her family experienced due to the initial manufacturing
delay for the graduation announcements.  If
I may provide additional information, please let me know.
 
Sincerely,
 
 
Pastel D[redacted]
Asst. Director of Service Center Operations
Herff
Jones College
Division

Dear [redacted],  Thank you for your feedback on your interactions with Herff Jones and your daughter's diploma plaque. We sincerely apologize for the difficulty you had with your graduate's products and interacting with Herff Jones. Per your request, we have entered a refund for $35.28 to be...

returned to your Mastercard ending [redacted]. We expect this refund to appear on or before Monday, September 26 to your account. We are also entering for a replacement plaque to be manufactured and shipped directly to your home address (as below). Please allow 3-4 weeks to receive the plaque with the name: [redacted] Please let me know when you receive this message; you may also contact me at 317-345-2119 to speak with me directly. Sincerely, Tim R[redacted]Vice President of Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have already taken care of this issue with the University.
Regards,
[redacted]

Revdex.com of Central Indiana, Inc. RE:       Case# [redacted]             [redacted]            Order Number: #[redacted] Ms. [redacted]: Thank you for...

bringing Ms. [redacted]’s frustrations and less than positive customer service experience to our attention.  Our goal here at Herff Jones has always been to provide quality products along with quality service and in this case we missed the mark.  For that we truly apologize. Our records indicate that Ms. [redacted] purchased personalized graduation announcements for a total of $99.20.  Standard manufacturing times were posted as 7–10 business days and 3-5 business days for shipping. The graduation announcements for Ms. [redacted]’s son shipped on April 23, 2016 via US Postal Service Priority mail and were delivered after the posted manufacturing & shipping times communicated. Due to the manufacturing delays and the inconvenience caused to the [redacted] family; a full credit in the amount of $99.20 will be processed back to the original credit card used.  We ask that the Ms. [redacted] allow 7-10 business days for the credit to appear in the account. Again, we are sorry for the inconvenience and frustration that Ms. [redacted] experienced due to the manufacturing delays.  Please be assured that we take our business and our customer satisfaction very seriously.  If I may provide additional information, please let me know Sincerely, Pastel [redacted] Asst. Director of Service Center Operations Herff Jones College Division

Dear [redacted],  Thank you for bringing this complaint (Case ID [redacted]) to our attention. Senior ads are such an  important segment of a high school yearbook and it is our goal to accurately reproduce the customerprovided content on those pages. After careful review we found the...

following:    [redacted] contracted with Herff Jones to produce its 2017 yearbook. One of many  services offered by Herff Jones is a secure online site that makes it possible for a yearbook staff to offer  online purchasing. The yearbook staff at FAHS took advantage of this service and made it possible for  students and parents to purchase yearbooks, and design and purchase senior ads via credit card.    Our site makes Image Studio software available to parents who wish to design a senior ad and do not  have access to desktop/design software. Mr. Otto did not use Image Studio to design the two ads he  purchased. Instead he used another form of software to produce final art and uploaded and placed those  graphic files onto our Online Ad Creation template. At the time of purchase, those files became available  to the yearbook staff and were later placed onto page 117 of the yearbook. The yearbook order was  produced at our Edwardsville, KS yearbook facility. Customer-supplied content, including ads, are not  modified at the plant. The finished order shipped from our facility to FAHS on 04/27/17.   Sincerely,Doug M[redacted] Vice President - Operations Herff Jones, LLC

We are very sorry to hear that this customer has experienced so much difficulty in contacting Herff Jones.  This customer is attempting to contact one of our high school representatives but he does not sell college products.  She may call our product specialist line for specific assistance...

regarding our trade-in ring procedures with the purchase of a new college ring.  The number she should be calling is 1-877-454-7231 for assistance with her college ring questions and gold trade-in values.  We will be happy to assist her in this matter.  She may have previously called our 800 which is very busy this time of year and would explain her difficulty in getting through.  Again, if she can contact us at the 877#, we will be happy to assist her. Regards,Luana [redacted]Manager of College Customer Service

June 3, 2016 Ms. [redacted]: Thank you for your response. Please accept our apology for the typo in the original response to your complaint with the Revdex.com with regards to the specific type of pin that was being manufactured. We have checked with our manufacturing facility and they have confirmed that an ADN Pin was manufactured and shipped to you on May 26, 2016 via FedEx with tracking # [redacted].  The package shows delivered on Saturday, May 28, 2016. If I can provide additional information, please let me know.  Sincerely, Pastel D[redacted] Asst. Director of Service Center Operations Herff Jones College Division

We at Herff Jones are very sorry.  Due to some unforeseen circumstances at our production facility, your original design could not be produced in a timely manner to meet your needs prior to graduation.  For this reason we have set up the following web site to refund all of our customers...

caught in this situation.  Once again we apologize for any inconvenience we have caused you and your family.   www.hjcares.com    Thank you, Tim O'[redacted], Area Sales Manager