Herff Jones, Inc.

Revdex.com:
Revdex.com spoke with this consumer by phone on 4-9-The consumer stated that she received her refund on 4-9-and considered this matter resolved

Initial Business Response /* (1000, 10, 2016/07/14) */
There was a web issue that we acknowledged, we did issue a full refund on the shipping cost due to the import error. After the order was received the customer notified us that they were concerned about the size of the robe, thought it was too...

big. We offered to bring the robe back in to review the robe against the sizes submitted. We did inform her that this order was custom made to her specifications, and that custom made product can not be returned for credit, unless we made an error in manufacturing. We did agree to extend a 50% credit/refund even if it was determined the error was not ours. As of today, we are still awaiting return of the product to review.
thanks
Kathy Apperson
Initial Consumer Rebuttal /* (3000, 12, 2016/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund for these products. If I had seen a policy on the Herff Jones web site stating that unsatisfactory orders could not be returned for a full refund, I never would have purchased from the company. I have asked for a copy of the 50% refund/credit policy that has been stated, but it hasn't been provided. Since I was not able to wear this purchase during commencement ceremonies, I had to rent regalia which cost me an additional $74.51. This is a significant financial loss with seemingly no customer satisfaction guarantee.

This issue has been resolved. it was just a misunderstanding between the customer and our sales rep.  Her daughter agreed to the $75.00 expedite fee at the time the order was placed,  the sales rep told her she would waive the $50.00 NDA shipping charges if she agreed to the $75.00...

expedite fee,  Ms Peters thought the $50 would be deducted from the expedite fee leaving her with a $25 expedite fee.  She has since returned the cap as it didn't fit.  We agreed to credit/refund the total cost of the cap, $37.00 and she would be responsible for the expedite fee to get the cap shipped quicker.   The credit has been issued & refund requested. Thanks[redacted]

I am rejecting this response because: I continue to object to not being reimbursed for the full amount that I paid for the cap and its fee for shipping, especially the expedition fee that was charged..  I did speak to a representative from the company, Kathy from Champaign Plant, HERFF JONES, LLC, but was not satisfied with her offer of just reimbursing us for the cap itself of $39.22.  I continue to be object with the way in which the shipping fees were explained to my daughter, never mentioning the actual expediation fee.  I have emails that would demonstrated the confusion; however, despite the disparity  in the explanation of shipping fees, the merchandise that was shipped was unusable by my daughter and therefore should not be subject to ANY shipping fee, including the "expediation fee" that the company insists on charging.  Lastly, I had to pay a shipping fee to return the cap in order to be considered for reimbursement of $7.00 that I also feel should be reimbursed.  Overall, I think the company misrepresented the merchandise and then when it was not a consumable product that my daughter could utilize, the company should have reimbursed her for the full amount of not only the product,  but the absolute expensive shipping fees.  I do have emails that would demonstrate confusion with the original shipping charges, claiming there would be a forgiveness in expediation charges.