Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
TO: [redacted]Thank you for bringing this to our attention, again. Our Area Sales Manager, Jeff P[redacted], 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:[redacted] ** [redacted] Daytime Phone: [redacted] E-mail: [redacted]If the above information is not correct, please let us know. Thank you and again, we apologize for your frustrations. Judy E[redacted], Executive Division
[redacted], thank you for making us aware of your frustrations and concerns. We apologize for the delay in responding to your second complaint. It was simply a miscommunication error on our end. We are sorry for that. We believe this has been taken care of, as a new diploma was sent via FedEx which you received on June 13th. Again, we are sorry for the inconvenience and frustration that we have caused to you. 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, Judy E[redacted], Executive Division
The Herff Jones Broward office has been in constant contact with Ms. [redacted] this week via phone and email, and it appears we have reached a successfulresolution to the situation. This situation boiled down to a simple training issue around taking an order for a 14k gold ring, which we do not...
sellfrequently. The resolution is Herff Jones Broward is providing the customer with a 14k gold ring at a 10k price as a sign of good faith, in spiteof the loss to the office. Chuck [redacted] the owner of Herff Jones Broward, has communicated this resolution to Ms. [redacted], who has gladlyaccepted the resolution and understands the circumstances that led to the misunderstanding. The 14k gold ring is now in production and will bedelivered to Ms. [redacted]’s son at the school’s Fall Ring Ceremony along with the rest of his classmates.
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
June 3, 2016 Ms. [redacted]: Thank you for your response. Please accept our apology for the typo in the original response to your complaint with the Revdex.com with regards to the specific type of pin that was being manufactured. We have checked with our manufacturing facility and they have confirmed that an ADN Pin was manufactured and shipped to you on May 26, 2016 via FedEx with tracking # [redacted]. The package shows delivered on Saturday, May 28, 2016. If I can 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.
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. 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 [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not receive email with the FedEx label on June 10th.I am so regret that I still have to business with Herf Jones. I do not think they should continue their business for our society.
Regards,
[redacted]
May 18, 2016 Revdex.com of Central Indiana RE: Case# [redacted] [redacted] Order #[redacted] Ms. [redacted]: Thank...
you for bringing Ms. [redacted]’s concerns and frustrations with regards to receiving graduation announcements for her University. 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 graduation announcements and cap & gown items on March 31, 2016 at the cost of $141.67. The graduation announcement portion of the order totaled $98.05 while the cap& gown items totaled $43.62. Standard production and processing times for the graduation announcement products were approximately 7-10 business days and 3-5 business days for standard shipping. Ms. [redacted]’s order did not ship in the time stated due to unforeseen manufacturing delays. The graduation announcement order for Ms. [redacted] shipped on April 22, 2016. Unfortunately, this order was received with missing items. A correction was entered on May 3rd and shipped on May 5, 2016. A request to refund was submitted. Refund processing is 7-10 business days. A full refund/credit was processed on May 18, 2016 back to the original credit card used for the total amount of $98.05. The credit will post back to the account in approximately 3 business days. Again, we are sorry for the inconvenience and frustrations experienced by Ms. [redacted] due to manufacturing delays of the 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[redacted] Asst. Director of Service Center Operations Herff Jones College Division
[redacted] is 100% accurate in her claim and has the right to request a full refund of her monies. The Herff Jones company has failed to meet its stated delivery timeline and it is due manufacturing difficulties and lack of operational performance. [redacted] may...
request her refund at www.hjcares.com. Thank you, Tim O'[redacted], Area Sales Manager
I have spoken with this customer, the website did pull in the incorrect hood information, we have corrected the website so this should not be a problem moving forward. I have sent a return call tag and we are going to replace his hood with the correct lining colors for his...
university at no additional cost to the customer. Kathy A[redacted]Cap & Gown DivisionHerff Jones, LLC
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'[redacted], Area Sales Manager
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]
April 17, 2017 Revdex.com of Central Indiana, Inc. RE: Case# [redacted] [redacted] Student Order #[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. We offer our apology for the delay of printing the graduation announcements for [redacted] students. Our records show that [redacted] has a new design which required that new art and dies be created in order to manufacture the announcements. Because of the anticipated delay, an online disclaimer advising customers of the delay and that announcement orders would begin shipping the week of April 7, 2017 was added to the website. Because the order currently is in production and has not shipped, we will compensate Ms. [redacted] for the additional delay. A credit in the amount of $87.25 will be processed back to the original credit card used. We ask that Ms. [redacted] allow 5-7 business days for this credit to post back. We have reached out to our manufacturing facility requesting expedited handling of Ms. [redacted]’s order. A shipment confirmation email will be sent to the address we have on file once the order ships. 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.After months of waiting and getting written up and warned at my current position as Administrator of a senior living community, I received my diploma yesterday without a name or date. I am so disgusted that a company that has servicing so many graduates for so many years can have such poor customer service and attention to detail. I am a paying customer and have been pushed to the side and is at risk of losing a job that I worked so hard to get.
Regards,
[redacted]
We at Herff Jones are very sorry. Due to some unforeseen circumstances at our production facility, we were unable to produce your announcements 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 Tim O[redacted], Area Sales Manager
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 have already taken care of this issue with the University.
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 STILL DONT UNDERSTAND WHAT IS MEANT BY WE WILL COMPENSATE DUE TO DELAY MEANS..... ALSO , BACK IN FEB WHEN WE ORDERED THE ANNOUNCEMENTS , NOTHING WAS ON THERE ABOUT APR 7, BUT EVEN IF THERE WAS , THEY ARE STILL NOT PRODUCED!!!!! WILL THEY EVER BE !!!!! OF COURSE I WILL GET MY MONEY BACK .... YOU DIDNT GIVE ME THE PRODUCT, THATS A NO BRAINER, ITS CALLED STEALING IF YOU DIDNT,....MY BACK WOULD EVEN GO AFTER YOU ....GRADUATION DATE IS MAY 13TH , AT THIS RATE I WOULD OF NEEDED U TO MAIL THEM OUT TO MY GUESTS .... YOU REALLY RUINED THIS FOR MY DAUGHTER!!!!BUT NONE THE LESS, WE WOULD STILL LIKE ONE FOR A REMEMBRANCE SAKE SO PLEASE GET ONE HERE TO US AT LEAST .... !!! SO IS THAT WHAT YOU ARE SAYING , THAT YOU WILL STILL MAIL IT OUT, COMPENSATE ....THAT WORD HAS A LOT OF MEANING .... PLEASE EXPLAIN FURTHER
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
TO: [redacted]Thank you for bringing this to our attention, again. Our Area Sales Manager, Jeff P[redacted], 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:[redacted] ** [redacted] Daytime Phone: [redacted] E-mail: [redacted]If the above information is not correct, please let us know. Thank you and again, we apologize for your frustrations. Judy E[redacted], Executive Division
[redacted], thank you for making us aware of your frustrations and concerns. We apologize for the delay in responding to your second complaint. It was simply a miscommunication error on our end. We are sorry for that. We believe this has been taken care of, as a new diploma was sent via FedEx which you received on June 13th. Again, we are sorry for the inconvenience and frustration that we have caused to you. 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, Judy E[redacted], Executive Division
The Herff Jones Broward office has been in constant contact with Ms. [redacted] this week via phone and email, and it appears we have reached a successfulresolution to the situation. This situation boiled down to a simple training issue around taking an order for a 14k gold ring, which we do not...
sellfrequently. The resolution is Herff Jones Broward is providing the customer with a 14k gold ring at a 10k price as a sign of good faith, in spiteof the loss to the office. Chuck [redacted] the owner of Herff Jones Broward, has communicated this resolution to Ms. [redacted], who has gladlyaccepted the resolution and understands the circumstances that led to the misunderstanding. The 14k gold ring is now in production and will bedelivered to Ms. [redacted]’s son at the school’s Fall Ring Ceremony along with the rest of his classmates.
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
June 3, 2016 Ms. [redacted]: Thank you for your response. Please accept our apology for the typo in the original response to your complaint with the Revdex.com with regards to the specific type of pin that was being manufactured. We have checked with our manufacturing facility and they have confirmed that an ADN Pin was manufactured and shipped to you on May 26, 2016 via FedEx with tracking # [redacted]. The package shows delivered on Saturday, May 28, 2016. If I can 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.
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. 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 [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did not receive email with the FedEx label on June 10th.I am so regret that I still have to business with Herf Jones. I do not think they should continue their business for our society.
Regards,
[redacted]
May 18, 2016 Revdex.com of Central Indiana RE: Case# [redacted] [redacted] Order #[redacted] Ms. [redacted]: Thank...
you for bringing Ms. [redacted]’s concerns and frustrations with regards to receiving graduation announcements for her University. 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 graduation announcements and cap & gown items on March 31, 2016 at the cost of $141.67. The graduation announcement portion of the order totaled $98.05 while the cap& gown items totaled $43.62. Standard production and processing times for the graduation announcement products were approximately 7-10 business days and 3-5 business days for standard shipping. Ms. [redacted]’s order did not ship in the time stated due to unforeseen manufacturing delays. The graduation announcement order for Ms. [redacted] shipped on April 22, 2016. Unfortunately, this order was received with missing items. A correction was entered on May 3rd and shipped on May 5, 2016. A request to refund was submitted. Refund processing is 7-10 business days. A full refund/credit was processed on May 18, 2016 back to the original credit card used for the total amount of $98.05. The credit will post back to the account in approximately 3 business days. Again, we are sorry for the inconvenience and frustrations experienced by Ms. [redacted] due to manufacturing delays of the 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[redacted] Asst. Director of Service Center Operations Herff Jones College Division
[redacted] is 100% accurate in her claim and has the right to request a full refund of her monies. The Herff Jones company has failed to meet its stated delivery timeline and it is due manufacturing difficulties and lack of operational performance. [redacted] may...
request her refund at www.hjcares.com. Thank you, Tim O'[redacted], Area Sales Manager
I have spoken with this customer, the website did pull in the incorrect hood information, we have corrected the website so this should not be a problem moving forward. I have sent a return call tag and we are going to replace his hood with the correct lining colors for his...
university at no additional cost to the customer. Kathy A[redacted]Cap & Gown DivisionHerff Jones, LLC
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'[redacted], Area Sales Manager
Thank you for sharing your concerns with our team.I am pleased that we have been able to provide the customer with a full refund.Warm regards,Tim
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]
April 17, 2017 Revdex.com of Central Indiana, Inc. RE: Case# [redacted] [redacted] Student Order #[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. We offer our apology for the delay of printing the graduation announcements for [redacted] students. Our records show that [redacted] has a new design which required that new art and dies be created in order to manufacture the announcements. Because of the anticipated delay, an online disclaimer advising customers of the delay and that announcement orders would begin shipping the week of April 7, 2017 was added to the website. Because the order currently is in production and has not shipped, we will compensate Ms. [redacted] for the additional delay. A credit in the amount of $87.25 will be processed back to the original credit card used. We ask that Ms. [redacted] allow 5-7 business days for this credit to post back. We have reached out to our manufacturing facility requesting expedited handling of Ms. [redacted]’s order. A shipment confirmation email will be sent to the address we have on file once the order ships. 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.After months of waiting and getting written up and warned at my current position as Administrator of a senior living community, I received my diploma yesterday without a name or date. I am so disgusted that a company that has servicing so many graduates for so many years can have such poor customer service and attention to detail. I am a paying customer and have been pushed to the side and is at risk of losing a job that I worked so hard to get.
Regards,
[redacted]
We at Herff Jones are very sorry. Due to some unforeseen circumstances at our production facility, we were unable to produce your announcements 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 Tim O[redacted], Area Sales Manager
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 have already taken care of this issue with the University.
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 STILL DONT UNDERSTAND WHAT IS MEANT BY WE WILL COMPENSATE DUE TO DELAY MEANS..... ALSO , BACK IN FEB WHEN WE ORDERED THE ANNOUNCEMENTS , NOTHING WAS ON THERE ABOUT APR 7, BUT EVEN IF THERE WAS , THEY ARE STILL NOT PRODUCED!!!!! WILL THEY EVER BE !!!!! OF COURSE I WILL GET MY MONEY BACK .... YOU DIDNT GIVE ME THE PRODUCT, THATS A NO BRAINER, ITS CALLED STEALING IF YOU DIDNT,....MY BACK WOULD EVEN GO AFTER YOU ....GRADUATION DATE IS MAY 13TH , AT THIS RATE I WOULD OF NEEDED U TO MAIL THEM OUT TO MY GUESTS .... YOU REALLY RUINED THIS FOR MY DAUGHTER!!!!BUT NONE THE LESS, WE WOULD STILL LIKE ONE FOR A REMEMBRANCE SAKE SO PLEASE GET ONE HERE TO US AT LEAST .... !!! SO IS THAT WHAT YOU ARE SAYING , THAT YOU WILL STILL MAIL IT OUT, COMPENSATE ....THAT WORD HAS A LOT OF MEANING .... PLEASE EXPLAIN FURTHER
Regards,
[redacted]