B F Benfest Corporation

TO:? [redacted] ? [redacted] Thank you for bringing this to our attention, again.? Our Area Sales Manager, Jeff P***, 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***, Executive Division?

Re:? ? ? ? ? ? Case# [redacted] Student Order # [redacted] ? Attn:? Revdex.com of Central Indiana? Thank you for sharing Mr***’s concerns regarding our online ordering website and the product images that were shown.? Our goal 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.? In researching Mr***’s claim, we were able to determine that the product image posted on the website when Mr [redacted] placed his order was in fact the incorrect image and different than the products listed for that image? Online image displayed:? cap, gown, tassel, stole and Frame - cost: $114.00*Online product listing:? cap, gown, tassel, stole and announcement 25-pack - cost $114.00**prices do not include tax or shipping? We will honor the selection and pricing as originally shown online.? We will request that a Classic Frame (as originally shown online) for [redacted] be shipped to Mr [redacted] at the address we have on file.? Please allow two (2) weeks to receive the custom [redacted] frame.? We would ask that Mr [redacted] keep the announcements to share with family and friends? We again, offer our apology for this inconvenience and the frustrations Mr [redacted] experienced due to the incorrect image online.? 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***AsstDirector of Service Center OperationsHerff Jones College Division? ? Additional note: our Framing Success office worked with the customer to order the custom [redacted] frame.? The Frame order was entered on April 23rd for processing.? The customer is expected to receive the Frame within weeks

June 28, ? ? Revdex.com of Central Indiana ? RE:? ? ? ? ? Case# [redacted] ? Ms***: ? Thank you for bringing Mr [redacted] ’s concerns and frustrations with regards to receiving the correct color and size mortarboard cap.? 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 has been contacted regarding Mr [redacted] ’s complaint and has been asked to ship the correct mortarboard cap.? ? I’ve been advised that the correct color and sized mortarboard cap will ship today, June 28, to the address provided in Mr [redacted] ’s complaintAdditionally, the manufacturing facility will include a new tassel, a deluxe garment bag and hanger for the frustration and inconvenience experienced by Mr [redacted] ? Again, we are sorry for this less than positive service received and experienced by Mr [redacted] We take our business and our customers’ satisfaction seriously.? If I may provide additional information, please let me know? Sincerely, ? Pastel D [redacted] AsstDirector of Service Center Operations Herff Jones College Division

We at Herff Jones are very sorry Due to some unforeseen circumstances at our production facility, we were unable to produce your announcements 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 Tim O***, Area Sales Manager

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. Regards, [redacted] ***

Graduate Services policy is they charge a handling fee on online orders.? Graduate Services apologizes for any misunderstanding? is happy to reimburse customer $12.00.? She will need to contact Graduate Services at Thank you

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 forso you can reimburse for those ! No one got to see the [redacted] college ones ! You ruined that moment ....Regards, [redacted] [redacted]

Good morning.We greatly apologize for the delay in having your diplomas processed and shipped We have addressed the reason for the delay, and promise that this error will not be repeated in the future.We are currently reprocessing your order to ship overnight in advance of your graduation I have escalated your request to have your order shipped out at an earlier date than it is currently scheduled You will be hearing back from your Account Manager once we have verified the ship dateWarm regards,Tim R [redacted] Vice President of Customer Service

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***, Executive Division

Dear [redacted] ***, Thank you for bringing this complaint (Case ID [redacted] ) to our attentionSenior ads are such an important segment of a high school yearbook and it is our goal to accurately reproduce the customerprovided content on those pagesAfter careful review we found the following: [redacted] contracted with Herff Jones to produce its yearbookOne of many services offered by Herff Jones is a secure online site that makes it possible for a yearbook staff to offer online purchasingThe 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 softwareMrOtto did not use Image Studio to design the two ads he purchasedInstead he used another form of software to produce final art and uploaded and placed those graphic files onto our Online Ad Creation templateAt the time of purchase, those files became available to the yearbook staff and were later placed onto page of the yearbookThe yearbook order was produced at our Edwardsville, KS yearbook facilityCustomer-supplied content, including ads, are not modified at the plantThe finished order shipped from our facility to FAHS on 04/27/ Sincerely,Doug M [redacted] Vice President - Operations Herff Jones, LLC

May 19, Revdex.com of Central Indiana RE: Case# [redacted] [redacted] Ms***, Thank you for bringing Ms [redacted] concerns and frustrations with regards to long hold times in her efforts to speak with a customer service agent regarding graduation announcement # [redacted] Our goal has always been to provide quality products along with quality customer service and in this case we missed the mark For that we truly apologizeOur records indicate that Ms [redacted] purchased graduation announcements and accessory items on April 13, and the order downloaded into our business system for manufacturing on April 14, Standard production and processing times for graduation announcement products were approximately 7-business days and 3-business days for standard shipping Ms***’s order completed production and shipped FedEx Overnight May 2, Ms [redacted] purchased announcements and received only Ms [redacted] contacted customer service to inform us of the error that occurred with their order A reprint for the additional announcements was requested on Friday, May 6th and shipped on Wednesday May 11th via FedEx overnight shippingDue to product concerns and less than positive service experience expressed by Ms***, a credit for the full amount of $has been submitted for processing We ask that Ms [redacted] allow 3-business days for the credit to post back to the original accountAgain, we would like to express our sincere apologies to the [redacted] family for the inconvenience and frustrations experienced with receiving their announcement order correct and in a timely manner Please be assured that we take our business and our customer satisfaction very serious If I may provide additional information, please let me knowSincerely, Pastel D [redacted] AsstDirector of Service Center Operations Herff Jones College 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 belowThe 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? weeks for the ring to arrive.? I have also attached a pdf of all the emails 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 did not receive email with the FedEx label on June 10th.I am so? regret that I still have to business with Herf Jones.? I do not think they should continue their business for our society.? Regards, [redacted] ***

June 28, Revdex.com of Central Indiana RE: Case# [redacted] Ms***: Thank you for bringing Mr [redacted] ’s concerns and frustrations with regards to receiving the correct color and size mortarboard cap 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 has been contacted regarding Mr [redacted] ’s complaint and has been asked to ship the correct mortarboard cap I’ve been advised that the correct color and sized mortarboard cap will ship today, June 28, to the address provided in Mr [redacted] ’s complaintAdditionally, the manufacturing facility will include a new tassel, a deluxe garment bag and hanger for the frustration and inconvenience experienced by Mr [redacted] Again, we are sorry for this less than positive service received and experienced by Mr [redacted] We take our business and our customers’ satisfaction seriously If I may provide additional information, please let me know Sincerely, Pastel D [redacted] AsstDirector of Service Center Operations Herff Jones College Division

April 19, ? ? ? Revdex.com of Central Illinois, Inc? RE:? Case# [redacted] :? [redacted] ? ? Thank you for bringing Mrs [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 Mrs [redacted] purchased personalized announcements & accessories as well as a cap & gown package for the combined order amount of $213.98.? The announcement portion of the order totaled $and the cap & gown product totaled $47.37.? ? The announcement product and accessory items for [redacted] are currently in production and scheduled to ship week-ending April 22, 2016.? ? Because of this manufacturing delay and the inconvenience caused to the [redacted] family, a 50% credit for the announcement products & accessories; in the amount of $has been refunded back to the original credit card used.? Our records indicate that this credit was process on April 15, ? Again, we are sorry for the inconvenience and frustration that Mrs [redacted] has experienced due to the manufacturing delay of her daughter’s announcements.? 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] AsstDirector of Service Center Operations Herff Jones College 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 dateI 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 detailI 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] ***

April 17, Revdex.com of Central Indiana, Inc RE: Case# [redacted] [redacted] Student Order # [redacted] Ms***: 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 We offer our apology for the delay of printing the graduation announcements for [redacted] students Our records show that [redacted] has a new design which required that new art and dies be created in order to manufacture the announcements Because of the anticipated delay, an online disclaimer advising customers of the delay and that announcement orders would begin shipping the week of April 7, was added to the website Because the order currently is in production and has not shipped, we will compensate Ms [redacted] for the additional delay A credit in the amount of $will be processed back to the original credit card used We ask that Ms [redacted] allow 5-business days for this credit to post back We have reached out to our manufacturing facility requesting expedited handling of Ms [redacted] ’s order A shipment confirmation email will be sent to the address we have on file once the order ships 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 D [redacted] AsstDirector of Service Center Operations Herff Jones College Division

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/ 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***, Executive Division

June 9, Ms***: Thank you for your responseWe are very sorry for the frustrations experienced with receiving the correct item as well as not receiving correct return information. We would like to send a FedEx Return Label via email to the address we have on file. This return label will allow for the incorrect item to be returned with no additional fees charged to you. Note: The return label will come from FedEx and not Herff Jones and must be printed at the time of opening the emailA return label will be sent to you at the following email address during business hours on Friday, June 10, Email: *** If I can provide additional information or assisance, please let me knowSincerely, Pastel D*** AsstDirector of Service Center Operations Herff Jones College Division

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Below, you will find the e-mail exchange between Mr*** and myself. The information in his written response to my complaint was already relayed to me as you will see below I have yet to receive the written documentation that I requested and am still asking the company provide this to me to resolve my complaint. I fail to understand why they blatantly refuse to do so.Clint *** Mar 16to me Ms***,It is unfortunate that our phone conversation ended in the manner that it did. I humbly apologize for any misunderstanding or frustration that you experienced. It is very rare for me, my staff or Herff *** administrators to be unable to resolve misunderstandings or fail to offer clarity to company policy regarding warranty or class ring remakes. That said, I want to assure you that the Herff *** Company does not, nor does any other scholastic jeweler, offer free class ring replacement of lost rings. In my years of sales and service to Denham Springs High and all other schools in my territory, I have never voiced in a class meeting or to an individual that if you lose your ring, you get a free one. I am sure that you would agree that if this were the case, neither I, nor Herff *** could stay in business. After your phone call, I called MrLloyd ***, the former principal at Denham Springs High School, his son DrBarton ***, who graduated in 1997, as well as MrKelly ***, the current Denham Springs High School principal, a graduate. None of these gentleman validated your claim that I have ever stated in a class meeting that our customers get free replacement on lost class rings. I humbly ask that you accept this truthful explanation to your inquiry and consider your claim of free ring replacement a misunderstanding of our presentation and written policy that was provided to you.To be clear, the Herff *** Company implemented a Lost Ring Program in that covers the loss of a class ring for years. That program has been extended to six years of coverage and comes with a charge upon replacement request It is obvious that your ring holds special meaning for your, ***. If you would like to replace your ring, I would gladly quote you a replacement cost on your ring. Please do not hesitate to contact me by email or phone at 225-927-of further assistance to you.Respectfully submitted,Clinton ***, Sales RepresentativeHerff ***, IncReply ForwardAshley *** Mar (days ago)to Clint Mr***, I do sincerely appreciate your e-mail, and wish that our conversation could have been more pleasant, however this is a matter that you and I will not agree on. Something had to of been said in the meeting regarding the replacement of a lost or stolen ring in order for be to even think about starting an inquiry into the matter. I certainly didn't make it up. I only became aware of your current policies through my correspondence with the company and subsequent research. I have asked numerous times that the people I've been in contact with provide some written documentation regarding policies from that time and no one has done so. I am extremely frustrated with Herff ***, and unfortunately our conversation only intensified that frustration. It's obvious that nothing is going to be accomplished at this level. If at anytime, the company wishes to send me the documentation I've requested, or you still have my paperwork on file and can provide me with a copy of that, I would greatly appreciate the assistance. If the documentation proves my memory to be incorrect, I will be silent on the matterIn the meantime, this has truly become a matter of principle to me, and I am filing a complaint against the companyAgain, I really do sincerely appreciate your e-mail and offer of assistance, but Herff *** will never receive business from me again. This comment is not personally directed at you, but I am very disappointed with the manner in which my inquiry has been handled. Sincerely,*** ***