B F Benfest Corporation

May 11,
Revdex.com of Central Indiana, Inc
RE: Case# ***
*** ***
Student Order #***
Ms***:
Thank you for bringing Ms***’s customer
service
experience to our attention. Our goal at
Herff Jones has always been to provide quality products along with quality
service
We are sorry for the delays experienced with receiving her
graduation announcement in a timely manner.
I must also apology for the lack of response to Ms***’s initial request
to be refunded for this extended delay
A full credit in the amount of $will be processed back
to the original credit card used. We show
that Ms***’s order delivered on Wednesday, May 10th. Ms*** does not need to return the package
to Herff Jones. Although arriving later
than expected, we would like for Ms*** to have as a keepsake
Again, we apologize for not having met Ms***’s
expectations. We take our business and
our customer satisfaction very seriously.
If I can be of any further
assistance, please feel free to contact me at (800) 837-ext
Sincerely,
Pastel D***
AsstDirector of Service Center Operations
Herff
Jones College
Division

HelloThank you for reviewing my complaintAttached is a screenshot of the Herff Jones Refund policy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Good morning. Thank you for bringing your concern to our attention We greatly apologize for the error with the diploma, and understand the frustration that this has caused *** *** Our team at Herff Jones takes pride in providing the highest level of service to our customers
We are continually taking steps to improve in the quality and timeliness of the delivery of our products We expect to ship ***'s diploma on Friday, August 12th to *** *** Once the college receives the diploma, *** should expect to have them ship the diploma to the address that the college has on record for ***. If I can be of any further assistance, please do not hesitate to contact me. Warm regards, Tim R***Vice President of Customer ServiceHerff Jones

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
I have never asked my APN pin. I do not know what is APN pin. I ordered an ADN pin. I am sure that their computer system has issues to received PN pin instead of ADN pin. I called first and second weeks of May several times to customer service and office in VA. They have called me only once to confirm my order back in April after I called and left message. The customer service was different at that time. I was able to talk to representative after waiting for over people ahead of me. I have send messages to their facebook started May 4th. This is the only way I can reach someone but nothing solved I have never heard any resolution from them.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meI appreciate your understanding in reaching out to me and resolving this issueThank you for helping me feel important even though I'm sure you have hundreds of thousands of customers
Regards,
*** ***

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 ***, Inc Reply 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,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Thank you for bringing this matter to my attention. I discussed it with the office They had set up a delivery event at the school on Tuesday 2/ It was communicated by both the Herff Jones office and the School It was explained to the reps office that the student was
present and forgot to pick up the ring They also said they spoke to the mother and said they could make arrangements to drop the ring at the school The parent then asked for them to please ship it, which was a charge of $ The office is local and is located in the Austin proper area It is about a minute drive from their location but we have representation in that area often Options were given to the customer and the representative thought they were pleased with the resolution and wasn't aware they were upset He said if this was the case other arrangements would have been made but the item had already been shipped and payment had been made. Again, we apologize for your frustration and inconvenience. Jeffery P***, Area Regional Sales Leader, Scholastic Division, Herff Jones, LLC

May 5, Revdex.com of Central Indiana, Inc RE: Case# ***
Mr*** *** Student order #*** Thank
you for bringing Mr***’s 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 Mr*** purchased personalized announcements on Saturday, April 9, in the amount of $71.13. Mr***’s announcement order downloaded into our manufacturing system the next business day of Monday, April 11, Our records indicate that Mr***’s announcement order shipped on Friday, April 29, and was delivered on Monday, May 2, We are sorry for any frustrations that Mr*** experienced due to long hold times in his attempt to speak with a customer service representative regarding the status of his announcement order. 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 Operations Herff Jones College Division

A refund of $was given to the customer on 4/23/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

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.I have received my correct pin on May 28th.I got it with packing slip. However, I do not have any instruction about what to do with my wrong pin. When I talked to the Manassas office I have to send it back. I do not have returning slip or instructions. I don think it is fair to pay the shipping to return.Herf Jones need to think how their customers feel about their service. I got right pin but I don't think I will ever feel satisfied what they did to me after achieving the one of the biggest goal in my life.If I did not complain through Revdex.com I might not receive my pin.Herf Jones does not care of their customers.*** ***
Regards,
*** ***

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

December 29, Revdex.com of Central Indiana RE: Case# *** *** ** *** Ms***: Thank you for making us aware of Ms***
concerns regarding the class ring and announcement purchase for her son In reviewing the class ring account for Ms***, our records indicate that online order #*** for *** ***, *** ** *** *** was purchased on Saturday, October 29, (see attached). This order was downloaded, reviewed for accuracy and submitted to manufacturing on Monday, October 31, 2016. Our records indicate that payment was made by *** ** *** and that the customer agreed to a four (4) month credit card payment plan and paid a deposit of $with a balance due of $904.43. The agreed to payment plan payments were sto charge $monthly until paid in full Since receiving Ms*** complaint through the Revdex.com, Ms*** was contacted by the account representative to discuss the concerns cited regarding the class ring purchase. Attached is a copy of the follcommunication to Ms*** Our account representative is awaiting a response with direction to proceed with the new ring style requested We also reviewed the announcement order purchased for *** ***. Order #*** was purchased online Monday, December 5, The RUSH option was selected during the ordering process for an additional fee of $65.00. Order records show that student order #*** was manufactured and shipped on Tuesday, December 6th and delivered on Wednesday, December 7, 2016, via tracking #*** We were unable to determine if an announcement order was placed prior to the December 5th date. Due to this and other concerns cited, we will process a refund for the RUSH manufacturing and ship fee of $for the graduation announcement order. This credit will be processed, please allow 5-business days for the credit to post back to the original card used for the purchase We are sorry for this less than positive service received and experienced by Ms***Please be assured that we take our business and our customer satisfaction very seriously. If I may provide additional information, please let me knowSincerely, Pastel D*** AsstDirector of Service Center Operations Herff Jones College Division Attachments (2)

The refund was processed on May 31st. We have been trying to verify if the customer received the refund Multiple voicemails have been left for the customer and we have emailed the customer as well. The customer hasn’t returned our phone calls or responded to the email

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response is not valid to date. For your reference, the most recent details are listed below
To date I have not received a full refund as noted by businessI did not speak with Brent G*** as noted on June 14thThe only phone call I received was on Tuesday, June 14th @1:01pm from Anna C*** at *** ***We discussed the complaint and she sincerely apologizedShe advised me that she was issuing full refund payment as we were speaking and it would go out in the mail the next business day. To date, payment has not been receivedI just wanted to follow up and clarify that no contact has been made directly between myself and Brent G***. Thank you for your support in handling this matter.
Regards,
*** ***