B F Benfest Corporation

Re:? ? ? ? ? ? Case#***Student Order #***? 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*** 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 *** *** *** be shipped to Mr*** at the address we have on file.? Please allow two (2) weeks to receive the custom *** *** *** frame.? We would ask that Mr*** keep the announcements to share with family and friends? We again, offer our apology for this inconvenience and the frustrations Mr*** 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 *** frame.? The Frame order was entered on April 23rd for processing.? The customer is expected to receive the Frame within weeks

June 30, ? ? Revdex.com of Central Indiana ? RE:? ? ? ? ? ? ? Case# *** ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** *** ? Ms***, ? Thank you for bringing Ms***s
concerns and frustrations with regards to receiving the graduation announcement products as ordered.? 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 apologize? Our records indicate that Ms*** purchased graduation announcements and accessory items on Friday, April 1, and selected the Rush order processing option.? Rush processing and shipping costs were an additional $in addition the product costs of $131.85.? Total costs including tax were $216.90.? Rush production and processing times for graduation announcement products were approximately 3-business days with next day shipping.? Ms***s order shipped April 11, 2016, which was in excess of the stated production and shipping times? ? Ms*** also voiced concern regarding the format of the text used in the announcement for her *** ***.? The sales representative for this account was made aware and is working with the University on the design and text layout? Due to delay in manufacturing and the concerns regarding the text layout for this school, we have processed a full refund in the amount of $216.90.? A check refund was processed on June 28, 2016.? We ask that Ms***s allow 10-business days to receive this check refund ? We would like to express our sincere apologies to Ms*** for the problems she experienced with receiving her graduation announcement order.? Please be assured that we take our business and our customer satisfaction very serious.? If I may provide additional information, please let me know? Sincerely, ? Pastel D*** 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, 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'***, Area Sales Manager

Thank you for bringing this matter to our attention.? Jasmine E***, our Customer Service Manager, has reached out and talked to Ms*** 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*** 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?

TO:? ***? ***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:*** * *** *** *** ** *** * ** ? *** Daytime Phone:? *** E-mail:? ***If the above information is not correct, please let us know.? Thank you and again, we apologize for your frustrations.? Judy E***, Executive Division?

June 13, Ms***: Please accept our apology for not having received the FedEx Return LabelA new FedEx return label has been sent to email *** with FedEx tracking #*** Note:? The return label will come from FedEx and not Herff Jones and must be printed at the time of opening the emailIf I can provide additional information or assistance, please let me knowSincerely, Pastel D*** AsstDirector of Service Center Operations Herff Jones College Division

April 29, ? ? ? Revdex.com of Central Indiana, Inc? RE:? Case# ***? *** *** ? ? Ms***: ? Thank you for bringing Ms*** 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*** purchased college personalized announcements on April 9, at the cost $80.03.? This order imported into our business system on Monday, April 11, 2016.? Standard production time states approximately 7-business days and 3-business days for shipping.? The order for Ms*** on the standard schedule should have completed the week of April 22nd and shipped the following week.? ? Our records show that a request to cancel the student order was received and processed on Monday, April 25, 2016.? A full refund of $was submitted for processing on the same day ? We are sorry for any inconveniences and frustrations experienced by Ms*** due to manufacturing delays of the students 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

Revdex.com of Central Indiana, Inc RE:? ? ? ? ? Case# *** ? ? ? ? ? ? ? ? ? ? ? *** *** ? ? ? ? ? ? ? ? ? ? Order Number:? #*** Ms***: Thank you for
bringing Ms***’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*** purchased personalized graduation announcements for a total of $99.20.? Standard manufacturing times were posted as 7??"business days and 3-business days for shipping The graduation announcements for Ms***’s son shipped on April 23, 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 *** family; a full credit in the amount of $will be processed back to the original credit card used.? We ask that the Ms*** allow 7-business days for the credit to appear in the account Again, we are sorry for the inconvenience and frustration that Ms*** 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 *** 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 find that this resolution would be satisfactory to meThe representative of Herff Jones who contacted me was quite professional and understanding, and she reflected the level of quality one would expect from this companyMy only hope is that they will also review their contact information to make sure it is updated, so as not to cause delays when a customer needs to get in touch with them, especially by email (as it was the needed form of contact in my case)Judging from what I have seen so far, I am sure that they will look into and correct this as wellI appreciate their response and willingness to remedy any potential issue, and wish them all the best
Regards,
*** ***

May 4,
?
?
Revdex.com of Central Indiana, Inc
?
RE:? Case# ***
*** ***
Student Order #***
?
?
Ms***:
?
Thank you for making us aware of the response from Ms
***
?
Again, we are sorry for the production delay on Ms***’s
announcement order.? The announcement
orders for *** *** began shipping shortly after the initial response
to Ms***’s complaint.? It was our
hope that the announcements would have been received and mailed to family and
friends.?
?
However, after receiving Ms***’s response, the
account was reviewed for additional information.? Our records show that Ms*** spoke with
a customer service representative and requested that the order be canceled on April
17, 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***’s expressed interest in still receiving
the graduation announcements for *** ***, 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, via FedEx Next Day with tracking
#*** with an anticipated delivery date of Friday, May 5, 2017.?
?
Our records indicate that a full refund in the amount of
$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*** 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***
AsstDirector of Service Center Operations
Herff
Jones College
Division

May 12, ? Revdex.com of Central Indiana, Inc RE:? ? ? ? ? Case# *** ? ? ? ? ? ? ? ? ? ? ? *** *** ? ? ? ? ? ? ? ? ? ? ? Order
Number:? #*** Ms***: Thank you for bringing Ms***’s frustrations and negative 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 are truly sorry Our records indicate that Ms*** purchased personalized graduation announcements and accessory items for a total of $216.59.? Standard manufacturing times were posted as 7??"business days and 3-business days for shipping Our records indicated that Ms*** did speak with customer service on several occasions where she was unable to get a specific ship date on the announcement order placed.? We are very sorry that we were unable to produce the product in the timeline stated.? The graduation announcements were completed and shipped to the *** family on May 10, for delivery on May 11, 2016.? Due to the extreme manufacturing delay and frustration caused to the *** family; a full credit will be processed.? In reviewing the *** order #***, we do show that a partial credit in the amount of $was processed on May 10, 2016.? A credit for the remaining amount of $will be submitted for processing.? Please allow 7-days for this credit to post back to the account.? Again, we are very sorry for the inconvenience and frustrations that the *** family experienced due to delays in shipping the graduation announcement product.? 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

April 29, 2016     Revdex.com of Central Indiana, Inc.   RE:       Case# [redacted] Order Number: [redacted]     Ms. [redacted]:   Thank you for bringing Ms. [redacted] 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 announcements & accessories as well as a cap & gown package for the combined order amount of $214.38.  The announcement portion of the order totaled $125.57 and the cap & gown product totaled $88.81.    The announcement product and accessory items for Ms. [redacted] shipped on April 26, 2016 via US Postal Service Priority mail.  Ms. [redacted] order was shipped after the expected and posted time frame.    Due to the manufacturing delays and the inconvenience caused to the Ms. [redacted], a credit in the amount of $50.00 will be processed back to the original credit card used.  Please allow 7-10 business days for the credit to appear in your 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 D[redacted] Asst. Director of Service Center Operations Herff Jones College Division

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 business. I did not speak with Brent G[redacted] as noted on June 14th. The only phone call I received was on Tuesday, June 14th @1:01pm from Anna C[redacted] at [redacted]. We discussed the complaint and she sincerely apologized. She 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 received. I just wanted to follow up and clarify that no contact has been made directly between myself and Brent G[redacted]. Thank you for your support in handling this matter. 
Regards,
[redacted]

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. The representative of Herff Jones who contacted me was quite professional and understanding, and she reflected the level of quality one would expect from this company. My only hope is that they will also review their contact information to make sure it is updated, so as not to cause delays when a customer needs to get in touch with them, especially by email (as it was the needed form of contact in my case). Judging from what I have seen so far, I am sure that they will look into and correct this as well. I appreciate their response and willingness to remedy any potential issue, and wish them all the best.
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 am glad that I dont need to do anything with Herf Jones any more.  I do not think I will be able to accept Herf Jones Business ever.  I did not have my pin on my pinning day which only once in my life.I have my pin now but I will not have pinning day again.I just regret that I order my most important pin in my life to Herf Jones.Herf Jones need to investigate what cause this problem and take care of their customers. 
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 have repeatedly called this number as well. I emailed the business and was given the number and told to call between 8-6pm. Every time I call, I get a busy signal. I reached out to the business about this and was told it is better to call between 8-10 and 4-6. Again, I have done this, and still get a busy signal. A consumer should not have to go to all this to try to reach a business. When we bought these rings in highschool, we were told that the opportunity to exchange them for college rings came with the package. This business is not fulfilling their end of the contract here, it's deplorable.
Regards,
[redacted]

July 1, 2016     Revdex.com of Central Indiana   RE:         Case# [redacted]               [redacted]   Ms. [redacted],   Thank you for making us aware of the...

concerns and frustrations of Ms. [redacted] with regards to receiving the graduation announcement products for her daughter.  Our goal has always been to provide quality products along with quality customer service and in this case we missed the mark.    Our records indicate that Ms. [redacted] purchased graduation announcements and accessory items totaling $93.31.  We have confirmed that the graduation announcement products were past due and shipped late to the [redacted] family; for that we truly apologize.    In communicating with our accounting with regards to the expected refund, they have confirmed that a refund in the amount of $37.25 was mailed to the address on file on June 23, 2016.  The refund would have been in the form of a pre-paid Mastercard.  Please let us know if this refund has not been received.  Based the refund request cited within Ms. [redacted]’s Revdex.com complaint, we have requested that the remaining amount of $56.06 be refunded to Ms. [redacted].  This refund would also be in the form of a pre-paid Mastercard.   We ask that Ms. [redacted] allow 10 business days for the processing of the remaining amount paid. Once processed, our records will show that a total refund of $93.31.    Again, we would like to express our sincere apologies to the [redacted] family for the problems experienced with receiving the purchased graduation products.  Please be assured that we take our business and our customer satisfaction very serious.  If I may provide additional information, please let me know.   Sincerely,   Pastel D[redacted] Asst. Director 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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]

May 19, 2016 Revdex.com of Central Indiana RE:       Case# [redacted]             [redacted] Ms. [redacted], 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 apologize. Our records indicate that Ms. [redacted] purchased graduation announcements and accessory items on April 13, 2016 and the order downloaded into our business system for manufacturing on April 14, 2016.  Standard production and processing times for graduation announcement products were approximately 7-10 business days and 3-5 business days for standard shipping.  Ms. [redacted]’s order completed production and shipped FedEx Overnight May 2, 2016.  Ms. [redacted] purchased 50 announcements and received only 25. Ms. [redacted] contacted customer service to inform us of the error that occurred with their order.  A reprint for the additional 25 announcements was requested on Friday, May 6th and shipped on Wednesday May 11th via FedEx overnight shipping. Due to product concerns and less than positive service experience expressed by Ms. [redacted], a credit for the full amount of $263.53 has been submitted for processing.  We ask that Ms. [redacted] allow 3-5 business days for the credit to post back to the original account. Again, 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 know. Sincerely, Pastel D[redacted] Asst. Director of Service Center Operations Herff Jones College Division

May 12, 2016   Revdex.com of Central Indiana, Inc. RE:       Case# [redacted]             [redacted]            Order...

Number: #[redacted] Ms. [redacted]: Thank you for bringing Ms. [redacted]’s frustrations and negative 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 are truly sorry. Our records indicate that Ms. [redacted] purchased personalized graduation announcements and accessory items for a total of $216.59.  Standard manufacturing times were posted as 7–10 business days and 3-5 business days for shipping. Our records indicated that Ms. [redacted] did speak with customer service on several occasions where she was unable to get a specific ship date on the announcement order placed.  We are very sorry that we were unable to produce the product in the timeline stated.  The graduation announcements were completed and shipped to the [redacted] family on May 10, 2016 for delivery on May 11, 2016.  Due to the extreme manufacturing delay and frustration caused to the [redacted] family; a full credit will be processed.  In reviewing the [redacted] order #[redacted], we do show that a partial credit in the amount of $108.30 was processed on May 10, 2016.  A credit for the remaining amount of $108.29 will be submitted for processing.  Please allow 7-10 days for this credit to post back to the account.  Again, we are very sorry for the inconvenience and frustrations that the [redacted] family experienced due to delays in shipping the graduation announcement product.  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