Good morning.We greatly apologize for the delay in having your diplomas processed and shipped. We have addressed the reason for the delay, and promise that this error will not be repeated in the future.We are currently reprocessing your order to ship overnight in advance of your...
graduation. I have escalated your request to have your order shipped out at an earlier date than it is currently scheduled. You will be hearing back from your Account Manager once we have verified the ship date. Warm regards,Tim R[redacted]Vice President of Customer Service
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 20, 2016 Revdex.com of Central Indiana RE: Case# [redacted] [redacted] Ms. [redacted]: Thank you for bringing Ms. [redacted] concerns and frustrations with regards to being...
refunded. Our goal at Herff Jones has always been to provide quality products along with quality customer service and in this case we missed the mark. For that we apologize. The Herff Jones manufacturing facility with whom Ms. [redacted] spoke with has been contacted regarding Ms. [redacted] complaint of receiving damaged product and her request to be refunded upon the return of those items. Because this was an error on Herff Jones’ part, a full refund in the amount of $168.69 has been processed back to Ms. [redacted] account. Processing of the credit will take approximately 3-5 business days to post back to the account. Again, we are sorry for the inconvenience and frustrations experienced by Ms. [redacted] due to miscommunication regarding the requested refund. Please be assured that we take our business and our customers’ satisfaction 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
RE: Case# [redacted]
[redacted]
Student Order #[redacted]
Ms. [redacted]:
Thank you for making us aware of the response from Ms.
[redacted].
Again, we are sorry for the production delay on Ms. [redacted]’s
announcement order. The announcement
orders for [redacted] began shipping shortly after the initial response
to Ms. [redacted]’s complaint. It was our
hope that the announcements would have been received and mailed to family and
friends.
However, after receiving Ms. [redacted]’s response, the
account was reviewed for additional information. Our records show that Ms. [redacted] spoke with
a customer service representative and requested that the order be canceled on April
17, 2017 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. [redacted]’s expressed interest in still receiving
the graduation announcements for [redacted], 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, 2017 via FedEx Next Day with tracking
#[redacted] with an anticipated delivery date of Friday, May 5, 2017.
Our records indicate that a full refund in the amount of
$87.25 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. [redacted] 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[redacted]
Asst. Director of Service Center Operations
Herff
Jones College
Division
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. The feedback provided allows us to evaluate opportunities...
for improvements. In reviewing Ms. [redacted]’s file, we find she placed order [redacted] with the Texas sales office by phone and it was received and entered on 9/15/16. This order was manufactured according to the specifications on the order, rushed through production (normal 6-8 weeks) and shipped FedEx on 10/20/16 for the school ring ceremony. We were notified on 11/3 that the customer was unhappy with the style size of the ring and wanted the smaller (P size) instead of the X size submitted on the original order. Under the comprehensive warranty, at no cost to Ms. [redacted], we expedited a replacement ring. Additionally, we sent the customer a FedEx return label 12/5 to return the original ring once the new ring was completed and ready for shipment. The new ring order was shipped 12/5/16 to the customer and delivered by FedEx 12/7/16 in order to meet her 12/10/16 photo session date. She had her ring for both important events for which she requested delivery. Our customer service and manufacturing areas responded in an expedited manner to each request from Ms. [redacted]. The changes requested were all covered under our comprehensive warranty at no cost to her. Additionally, on 12/8/16 we issued a refund of $211.00 back to Ms. [redacted]. Her order total was $421.09. We sincerely apologize for the inconvenience and frustration that Ms. [redacted] has experienced. An apology letter has been sent to her along with our contact information should she need additional assistance. Please be assured that we take our business and our customer satisfaction very seriously. If I may provide additional information, please let me know.
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]
June 28, 2016 Revdex.com of Central Indiana RE: Case# [redacted] Ms. [redacted]: Thank you for bringing Mr. [redacted]’s concerns and frustrations with regards to receiving the correct color and size mortarboard...
cap. Our goal at Herff Jones has always been to provide quality products along with quality customer service and in this case we missed the mark. For that we apologize. The Herff Jones manufacturing facility has been contacted regarding Mr. [redacted]’s complaint and has been asked to ship the correct mortarboard cap. I’ve been advised that the correct color and sized mortarboard cap will ship today, June 28, 2016 to the address provided in Mr. [redacted]’s complaint. Additionally, the manufacturing facility will include a new tassel, a deluxe garment bag and hanger for the frustration and inconvenience experienced by Mr. [redacted]. Again, we are sorry for this less than positive service received and experienced by Mr. [redacted]. We take our business and our customers’ satisfaction 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] [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 25 college personalized announcements on April 9, 2016 at the cost $80.03. This order imported into our business system on Monday, April 11, 2016. Standard production time states approximately 7-10 business days and 3-5 business days for shipping. The order for Ms. [redacted] 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 $80.03 was submitted for processing on the same day. We are sorry for any inconveniences and frustrations experienced by Ms. [redacted] 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[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]
Dear [redacted], Thank you for your feedback on your interactions with Herff Jones and your daughter's diploma plaque. We sincerely apologize for the difficulty you had with your graduate's products and interacting with Herff Jones. Per your request, we have entered a refund for $35.28 to be...
returned to your Mastercard ending [redacted]. We expect this refund to appear on or before Monday, September 26 to your account. We are also entering for a replacement plaque to be manufactured and shipped directly to your home address (as below). Please allow 3-4 weeks to receive the plaque with the name: [redacted] Please let me know when you receive this message; you may also contact me at 317-345-2119 to speak with me directly. Sincerely, Tim R[redacted]Vice President of Customer Service
On behalf of everyone here at Herff Jones, I want to apologize for the inadequate customer service that you received from us. This situation is certainly unusual and we are really sorry for the inconvenience that it may have caused. We appreciate you taking the time to provide us with...
your feedback regarding your service experience. When your order was placed online on March 18, 2017, our memory tassels for your son’s school were out of stock. When the memory tassels did arrive in our office, the missing item from your son’s order was unfortunately overlooked and it was never mailed to your home. The memory tassel was mailed to your home on June 7, 2017. In addition a full refund of $7.42 for the cost of the memory tassel has been requested and will post to your credit card in 3-5 business days. I hope this solution is satisfactory and meets your expectations. We will do our best to insure that such incidents won’t happen again. Please accept my sincere apologies. Thank you very much for your business. Respectfully, Christy M. P[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.
Regards,
[redacted]
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 mark. For 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, 2015 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.%
May 19, 2016 Revdex.com of Central Indiana RE: Case# [redacted] [redacted] [redacted] Ms. [redacted], Thank you for bringing Ms. [redacted]’s concerns and...
frustrations with regards to receiving the graduation announcement products 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. [redacted] purchased graduation announcements and accessory items on Sunday, March 29, 2016 and the order downloaded into our business system for manufacturing on Tuesday, March 31, 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 orders shipped April 21, 2016. Unfortunately, items were missing from the shipment. Customer service was contacted and advised of the missing items. A reprint for the missing items was requested on April 26, 2016. The replacement order entered manufacturing on April 27th and shipped on May 4, 2016 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 $109.95 has been processed back to the original card used for the purchase. This credit was processed May 19, 2016 and will post back to the original account within 3-5 business days. We would like to express our sincere apologies to the [redacted] family for the error with the original order as well as the delay in receiving the order placed. 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
Good morning.We greatly apologize for the delay in having your diplomas processed and shipped. We have addressed the reason for the delay, and promise that this error will not be repeated in the future.We are currently reprocessing your order to ship overnight in advance of your...
graduation. I have escalated your request to have your order shipped out at an earlier date than it is currently scheduled. You will be hearing back from your Account Manager once we have verified the ship date. Warm regards,Tim R[redacted]Vice President of Customer Service
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 20, 2016 Revdex.com of Central Indiana RE: Case# [redacted] [redacted] Ms. [redacted]: Thank you for bringing Ms. [redacted] concerns and frustrations with regards to being...
refunded. Our goal at Herff Jones has always been to provide quality products along with quality customer service and in this case we missed the mark. For that we apologize. The Herff Jones manufacturing facility with whom Ms. [redacted] spoke with has been contacted regarding Ms. [redacted] complaint of receiving damaged product and her request to be refunded upon the return of those items. Because this was an error on Herff Jones’ part, a full refund in the amount of $168.69 has been processed back to Ms. [redacted] account. Processing of the credit will take approximately 3-5 business days to post back to the account. Again, we are sorry for the inconvenience and frustrations experienced by Ms. [redacted] due to miscommunication regarding the requested refund. Please be assured that we take our business and our customers’ satisfaction 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 4, 2017
Revdex.com of Central Indiana, Inc.
RE: Case# [redacted]
[redacted]
Student Order #[redacted]
Ms. [redacted]:
Thank you for making us aware of the response from Ms.
[redacted].
Again, we are sorry for the production delay on Ms. [redacted]’s
announcement order. The announcement
orders for [redacted] began shipping shortly after the initial response
to Ms. [redacted]’s complaint. It was our
hope that the announcements would have been received and mailed to family and
friends.
However, after receiving Ms. [redacted]’s response, the
account was reviewed for additional information. Our records show that Ms. [redacted] spoke with
a customer service representative and requested that the order be canceled on April
17, 2017 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. [redacted]’s expressed interest in still receiving
the graduation announcements for [redacted], 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, 2017 via FedEx Next Day with tracking
#[redacted] with an anticipated delivery date of Friday, May 5, 2017.
Our records indicate that a full refund in the amount of
$87.25 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. [redacted] 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[redacted]
Asst. Director of Service Center Operations
Herff
Jones College
Division
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. The feedback provided allows us to evaluate opportunities...
for improvements. In reviewing Ms. [redacted]’s file, we find she placed order [redacted] with the Texas sales office by phone and it was received and entered on 9/15/16. This order was manufactured according to the specifications on the order, rushed through production (normal 6-8 weeks) and shipped FedEx on 10/20/16 for the school ring ceremony. We were notified on 11/3 that the customer was unhappy with the style size of the ring and wanted the smaller (P size) instead of the X size submitted on the original order. Under the comprehensive warranty, at no cost to Ms. [redacted], we expedited a replacement ring. Additionally, we sent the customer a FedEx return label 12/5 to return the original ring once the new ring was completed and ready for shipment. The new ring order was shipped 12/5/16 to the customer and delivered by FedEx 12/7/16 in order to meet her 12/10/16 photo session date. She had her ring for both important events for which she requested delivery. Our customer service and manufacturing areas responded in an expedited manner to each request from Ms. [redacted]. The changes requested were all covered under our comprehensive warranty at no cost to her. Additionally, on 12/8/16 we issued a refund of $211.00 back to Ms. [redacted]. Her order total was $421.09. We sincerely apologize for the inconvenience and frustration that Ms. [redacted] has experienced. An apology letter has been sent to her along with our contact information should she need additional assistance. Please be assured that we take our business and our customer satisfaction very seriously. If I may provide additional information, please let me know.
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]
June 28, 2016 Revdex.com of Central Indiana RE: Case# [redacted] Ms. [redacted]: Thank you for bringing Mr. [redacted]’s concerns and frustrations with regards to receiving the correct color and size mortarboard...
cap. Our goal at Herff Jones has always been to provide quality products along with quality customer service and in this case we missed the mark. For that we apologize. The Herff Jones manufacturing facility has been contacted regarding Mr. [redacted]’s complaint and has been asked to ship the correct mortarboard cap. I’ve been advised that the correct color and sized mortarboard cap will ship today, June 28, 2016 to the address provided in Mr. [redacted]’s complaint. Additionally, the manufacturing facility will include a new tassel, a deluxe garment bag and hanger for the frustration and inconvenience experienced by Mr. [redacted]. Again, we are sorry for this less than positive service received and experienced by Mr. [redacted]. We take our business and our customers’ satisfaction 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] [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 25 college personalized announcements on April 9, 2016 at the cost $80.03. This order imported into our business system on Monday, April 11, 2016. Standard production time states approximately 7-10 business days and 3-5 business days for shipping. The order for Ms. [redacted] 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 $80.03 was submitted for processing on the same day. We are sorry for any inconveniences and frustrations experienced by Ms. [redacted] 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[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]
Dear [redacted], Thank you for your feedback on your interactions with Herff Jones and your daughter's diploma plaque. We sincerely apologize for the difficulty you had with your graduate's products and interacting with Herff Jones. Per your request, we have entered a refund for $35.28 to be...
returned to your Mastercard ending [redacted]. We expect this refund to appear on or before Monday, September 26 to your account. We are also entering for a replacement plaque to be manufactured and shipped directly to your home address (as below). Please allow 3-4 weeks to receive the plaque with the name: [redacted] Please let me know when you receive this message; you may also contact me at 317-345-2119 to speak with me directly. Sincerely, Tim R[redacted]Vice President of Customer Service
On behalf of everyone here at Herff Jones, I want to apologize for the inadequate customer service that you received from us. This situation is certainly unusual and we are really sorry for the inconvenience that it may have caused. We appreciate you taking the time to provide us with...
your feedback regarding your service experience. When your order was placed online on March 18, 2017, our memory tassels for your son’s school were out of stock. When the memory tassels did arrive in our office, the missing item from your son’s order was unfortunately overlooked and it was never mailed to your home. The memory tassel was mailed to your home on June 7, 2017. In addition a full refund of $7.42 for the cost of the memory tassel has been requested and will post to your credit card in 3-5 business days. I hope this solution is satisfactory and meets your expectations. We will do our best to insure that such incidents won’t happen again. Please accept my sincere apologies. Thank you very much for your business. Respectfully, Christy M. P[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.
Regards,
[redacted]
Dear Ms. [redacted]:
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 mark. For 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, 2015 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.%
May 19, 2016 Revdex.com of Central Indiana RE: Case# [redacted] [redacted] [redacted] Ms. [redacted], Thank you for bringing Ms. [redacted]’s concerns and...
frustrations with regards to receiving the graduation announcement products 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. [redacted] purchased graduation announcements and accessory items on Sunday, March 29, 2016 and the order downloaded into our business system for manufacturing on Tuesday, March 31, 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 orders shipped April 21, 2016. Unfortunately, items were missing from the shipment. Customer service was contacted and advised of the missing items. A reprint for the missing items was requested on April 26, 2016. The replacement order entered manufacturing on April 27th and shipped on May 4, 2016 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 $109.95 has been processed back to the original card used for the purchase. This credit was processed May 19, 2016 and will post back to the original account within 3-5 business days. We would like to express our sincere apologies to the [redacted] family for the error with the original order as well as the delay in receiving the order placed. 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