Dear Ms***: Thank you for bringing Mr [redacted] s frustrations and 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 markFor that we truly apologize Mr [redacted] s ring was received through our online ordering site where he opted for the ring payment plan Although Mr [redacted] emailed customer service giving permission to use the same credit card; we were unable to do so for security reasons Our online system does not maintain credit card information and the customer is required to contact us directly to provide that information before the payment plan can be set-up Once that information was received, Mr [redacted] s ring order was processed accordingly and scheduled Although the Northeast did experience heavy snow storms; those storms did not directly affect our manufacturing schedules We sincerely apologize for any misinformation communicated However, after further research, we did find that Mr [redacted] s ring order had been scheduled incorrectly We have since been in contact with the manufacturing facility to request that Mr [redacted] s ring order be re-scheduled with a scheduled completion date on or before April 30, with next day shipping Again, we are truly sorry for the inconvenience as well as the misinformation given to Mr [redacted] by our service team Mr [redacted] can contact a product specialist for future order status by calling 1-877-454-7231.%
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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedAgain, as long as the ring makes it to me in time before departure for graduation on May 6, and its quality and craftmanship meets expectations, I will be satisfiedRegards,
*** ***
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 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]
We are very sorry to hear that this customer has experienced so much difficulty in contacting Herff Jones. This customer is attempting to contact one of our high school representatives but he does not sell college products. She may call our product specialist line for specific assistance...
regarding our trade-in ring procedures with the purchase of a new college ring. The number she should be calling is 1-877-454-7231 for assistance with her college ring questions and gold trade-in values. We will be happy to assist her in this matter. She may have previously called our 800 which is very busy this time of year and would explain her difficulty in getting through. Again, if she can contact us at the 877#, we will be happy to assist her. Regards,Luana [redacted]Manager of College Customer Service
April 29, 2016 Revdex.com of Central Indiana, Inc. RE: Case# [redacted] Ms. [redacted]: 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 and in this case we missed the mark. For that we are truly sorry. Our records indicate that on April 6, 2016, Ms. [redacted] purchased cap & gown items for $70.56 as well as 25 graduation announcements for $90.93. Ms. [redacted] paid a total of $161.49 (including taxes). Notes for this account show that a request to cancel the graduation announcement portion of the students’ order was received and processed on Tuesday, April 26, 2016. A refund for the announcement portion of the order, $90.93 was submitted for processing on the same day. We ask that Ms. [redacted] allow 7-10 business days for the credit to appear back the account. We are very sorry that we were unable to fulfill the original order for Ms. [redacted]. 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
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
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
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. The 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 2 weeks for the ring to arrive. I have also attached a pdf of all the emails.
Regards,
[redacted]
April 22, 2016 Revdex.com of Central Illinois, Inc. RE: Case# [redacted] [redacted] ...
Student Order #[redacted] Thank you for bringing Ms. [redacted] concerns and frustrations regarding her 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 apologize. Our records indicate that Mrs. [redacted] purchased personalized announcements for her student in the amount of $95.99 on March 26, 2016. Standard manufacturing times were 7-10 business days plus an additional 3-5 business days shipping. Unfortunately, order #[redacted] was not shipped by the 10th business day due to manufacturing delays. For that we are truly sorry. Our records indicate that Ms. [redacted] contacted our service center on April 15, 2016 and requested that order #[redacted] be canceled and a refund be processed. The order was canceled and a refund for the full amount, $95.99 was submitted for processing. We do show that the requested credit was processed on April 16, 2016. We ask that our customers allow 3-5 business days for the credit to appear in their account. Again, we are sorry for the inconvenience and frustrations that Ms. [redacted] experienced due to the manufacturing delays. Please be assured that we take our business and our customer satisfaction very seriously. If additional information is needed, 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 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 for... so you can reimburse for those ! No one got to see the [redacted] college ones ! You ruined that moment ....Regards,[redacted]
Revdex.com of Central Indiana, Inc. RE: Case# [redacted] [redacted] Order Number: #[redacted] Ms. [redacted]: 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 and in this case we missed the mark. For that we truly apologize. Our records indicate that Ms. [redacted] purchased personalized graduation announcements for a total of $99.20. Standard manufacturing times were posted as 7–10 business days and 3-5 business days for shipping. The graduation announcements for Ms. [redacted]’s son shipped on April 23, 2016 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 [redacted] family; a full credit in the amount of $99.20 will be processed back to the original credit card used. We ask that the Ms. [redacted] allow 7-10 business days for the credit to appear in the 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 [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 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]
April 19, 2016 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 $166.61 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 $83.30 has been refunded back to the original credit card used. Our records indicate that this credit was process on April 15, 2016. 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] 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]
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 and in this case we missed the mark. For that we truly apologize.I have...
been told by one of our Sr. Vice Presidents that Ms. [redacted]'s diploma will ship to her tonight for her to receive tomorrow, Thursday, June 2nd. Again, we are sorry for the inconvenience and frustration that Ms. [redacted] experienced due to the error in manufacturing of her diploma. Please be assured that we take our business and our customers' satisfaction very seriously. If I may provide additional information, please let me know.Sincerely, Judy E[redacted], Executive Administrative Assistant
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]
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[redacted], Executive Division
April 29, 2016 Revdex.com of Central Indiana, Inc. RE: Case# [redacted]: [redacted] Ms. [redacted]: Thank you for bringing Mr. [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. In reviewing the information provided in this complaint, without additional information we are unable to respond accordingly. Mr. Steven [redacted] will be contacted via the information provided within this complaint. His concerns for picking up his son’s graduation regalia will be addressed. Current procedure for product pick-up would be to present a copy of the receipt at the pick-up location. Again, Mr. [redacted] will be contacted regarding his request for pick-up information. Again, we are sorry for the inconvenience and frustration that Mr. [redacted] experienced due to extended telephone hold times and miscommunication of information. 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
Dear Ms***: Thank you for bringing Mr [redacted] s frustrations and 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 markFor that we truly apologize Mr [redacted] s ring was received through our online ordering site where he opted for the ring payment plan Although Mr [redacted] emailed customer service giving permission to use the same credit card; we were unable to do so for security reasons Our online system does not maintain credit card information and the customer is required to contact us directly to provide that information before the payment plan can be set-up Once that information was received, Mr [redacted] s ring order was processed accordingly and scheduled Although the Northeast did experience heavy snow storms; those storms did not directly affect our manufacturing schedules We sincerely apologize for any misinformation communicated However, after further research, we did find that Mr [redacted] s ring order had been scheduled incorrectly We have since been in contact with the manufacturing facility to request that Mr [redacted] s ring order be re-scheduled with a scheduled completion date on or before April 30, with next day shipping Again, we are truly sorry for the inconvenience as well as the misinformation given to Mr [redacted] by our service team Mr [redacted] can contact a product specialist for future order status by calling 1-877-454-7231.%
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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
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. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedAgain, as long as the ring makes it to me in time before departure for graduation on May 6, and its quality and craftmanship meets expectations, I will be satisfiedRegards,
*** ***
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 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]
We are very sorry to hear that this customer has experienced so much difficulty in contacting Herff Jones. This customer is attempting to contact one of our high school representatives but he does not sell college products. She may call our product specialist line for specific assistance...
regarding our trade-in ring procedures with the purchase of a new college ring. The number she should be calling is 1-877-454-7231 for assistance with her college ring questions and gold trade-in values. We will be happy to assist her in this matter. She may have previously called our 800 which is very busy this time of year and would explain her difficulty in getting through. Again, if she can contact us at the 877#, we will be happy to assist her. Regards,Luana [redacted]Manager of College Customer Service
April 29, 2016 Revdex.com of Central Indiana, Inc. RE: Case# [redacted] Ms. [redacted]: 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 and in this case we missed the mark. For that we are truly sorry. Our records indicate that on April 6, 2016, Ms. [redacted] purchased cap & gown items for $70.56 as well as 25 graduation announcements for $90.93. Ms. [redacted] paid a total of $161.49 (including taxes). Notes for this account show that a request to cancel the graduation announcement portion of the students’ order was received and processed on Tuesday, April 26, 2016. A refund for the announcement portion of the order, $90.93 was submitted for processing on the same day. We ask that Ms. [redacted] allow 7-10 business days for the credit to appear back the account. We are very sorry that we were unable to fulfill the original order for Ms. [redacted]. 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
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
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
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. The 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 2 weeks for the ring to arrive. I have also attached a pdf of all the emails.
Regards,
[redacted]
April 22, 2016 Revdex.com of Central Illinois, Inc. RE: Case# [redacted] [redacted] ...
Student Order #[redacted] Thank you for bringing Ms. [redacted] concerns and frustrations regarding her 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 apologize. Our records indicate that Mrs. [redacted] purchased personalized announcements for her student in the amount of $95.99 on March 26, 2016. Standard manufacturing times were 7-10 business days plus an additional 3-5 business days shipping. Unfortunately, order #[redacted] was not shipped by the 10th business day due to manufacturing delays. For that we are truly sorry. Our records indicate that Ms. [redacted] contacted our service center on April 15, 2016 and requested that order #[redacted] be canceled and a refund be processed. The order was canceled and a refund for the full amount, $95.99 was submitted for processing. We do show that the requested credit was processed on April 16, 2016. We ask that our customers allow 3-5 business days for the credit to appear in their account. Again, we are sorry for the inconvenience and frustrations that Ms. [redacted] experienced due to the manufacturing delays. Please be assured that we take our business and our customer satisfaction very seriously. If additional information is needed, 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 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 for... so you can reimburse for those ! No one got to see the [redacted] college ones ! You ruined that moment ....Regards,[redacted]
[redacted]
Revdex.com of Central Indiana, Inc. RE: Case# [redacted] [redacted] Order Number: #[redacted] Ms. [redacted]: 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 and in this case we missed the mark. For that we truly apologize. Our records indicate that Ms. [redacted] purchased personalized graduation announcements for a total of $99.20. Standard manufacturing times were posted as 7–10 business days and 3-5 business days for shipping. The graduation announcements for Ms. [redacted]’s son shipped on April 23, 2016 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 [redacted] family; a full credit in the amount of $99.20 will be processed back to the original credit card used. We ask that the Ms. [redacted] allow 7-10 business days for the credit to appear in the 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 [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 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]
April 19, 2016 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 $166.61 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 $83.30 has been refunded back to the original credit card used. Our records indicate that this credit was process on April 15, 2016. 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] 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]
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 and in this case we missed the mark. For that we truly apologize.I have...
been told by one of our Sr. Vice Presidents that Ms. [redacted]'s diploma will ship to her tonight for her to receive tomorrow, Thursday, June 2nd. Again, we are sorry for the inconvenience and frustration that Ms. [redacted] experienced due to the error in manufacturing of her diploma. Please be assured that we take our business and our customers' satisfaction very seriously. If I may provide additional information, please let me know.Sincerely, Judy E[redacted], Executive Administrative Assistant
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]
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[redacted], Executive Division
April 29, 2016 Revdex.com of Central Indiana, Inc. RE: Case# [redacted]: [redacted] Ms. [redacted]: Thank you for bringing Mr. [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. In reviewing the information provided in this complaint, without additional information we are unable to respond accordingly. Mr. Steven [redacted] will be contacted via the information provided within this complaint. His concerns for picking up his son’s graduation regalia will be addressed. Current procedure for product pick-up would be to present a copy of the receipt at the pick-up location. Again, Mr. [redacted] will be contacted regarding his request for pick-up information. Again, we are sorry for the inconvenience and frustration that Mr. [redacted] experienced due to extended telephone hold times and miscommunication of information. 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