Herff Jones Company

I have never been so disappointed with a company as I am with this one. I ordered a ring back on May 1st and was told I would get it around the 1st of June. I didn't get it. When I called they told me there was a mix up and I would get my ring the week of June 22nd. As of July 3rd I still have not recived my ring. When I called to check on the ring I got a recording that said they would not be back till July 8th. I can only assume that they don't care much about the happiness of there customers!

I have never been so disappointed with a company as I am with this one. I ordered a ring back on May 1st and was told I would get it around the 1st of June. I didn't get it. When I called they told me there was a mix up and I would get my ring the week of June 22nd. As of July 3rd I still have not recived my ring. When I called to check on the ring I got a recording that said they would not be back till July 8th. I can only assume that they don't care much about the happiness of there customers!

Review: My son ordered his classring with Herff Jones over a month ago. The representative gave us a total price of $323.25. The Herff Jones rep completed the order form and had my son initial the order and price. We gave a $60 deposit to start the order. 5+ weeks afterwards, we received a call that the representative charged us the wrong amount for the ring as well as notified us that the stone cut we selected isn't available either. The change in stone cut resulted in a $20 credit however the price of the ring doubled. I spoke with [redacted] as well as emailed the CS manager, [redacted]. Although he promised to get back to me soon, I had to again follow up 10 days later. He apologized and offered a $50 credit on a future purchase. I am very unhappy with his proposed solution as merchants should be prepared to stand behind their employee's mistakes. This has been very frustrating.Desired Settlement: I would like to be charged the amount that was orginally agreed upon.

Business

Response:

December 11, 2013

Response to complaint ID [redacted]

While there were some errors made by our representative on the date of order, I am confident that we did everything possible to resolve the issue with this customer. Here is additional information to clarify the situation.

During the week of October 14-18, [redacted]. [redacted]’s son was given the class ring ordering information which included a detailed price list and order form. The order was placed the following week, October 23. The customer had some of the order form completed on order day and out representative helped them fill out the rest of it. At this point we made 2 errors, we offered a stone cut that was not available for the ring style chosen and we wrote down the price for a less expensive ring. As I explained to [redacted]. [redacted], this pricing error was nothing more than human error. The representative simply wrote the wrong price on the form. The customer was given a copy of the completed order form to take with him. On the bottom of the form it clearly states, “This order is subject to audit. In case of error, the price will be corrected.’''

The orders were audited on November 20 and we immediately called [redacted]. [redacted] and left her a voice mail when we realized there was an error. We spoke with her on November 21 and explained the situation. This was less than the 5+ weeks she states in her complaint. Since delivery of the product is not until February, we do not find this time unreasonable.

Subsequent to my seeing [redacted]. [redacted]’s email of dissatisfaction on November 21, we offered her a S20 discount on the ring ordered and a gift card for $50 toward a future purchase. According to her email dated December 4 (see attached), this was not an adequate resolution and she states that if I provide her with another $100 she will reach out to the Revdex.com and let you know it has been resolved.

I am comfortable with the professionalism in which we handled the issue as well as the monetary compensation given to this customer. It was simply human error that we rectified and provided compensation for the time and trouble we may have caused.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

This business made an error and refuses to match the price or substantially discount the ring. While I appreciate their gesture, I feel that it is insignificant given the cost difference.

I have tried to offer a discounted price that we both agree is fair but Herff Jones insists that a $20 discount and $50 gift card is reasonable.

I am unhappy with how this was handled and their lack of responsibility and employee ownership to the error.

Regards,