Jostens Inc

Initial Business Response /* (1000, 10, 2015/09/16) */
Hello ***,
I apologize for the delay you've experienced in receiving your refund, and for the initial confusion on the pricing caused by our flierOur records show that you had contacted us again on 9/and that the representative had
corrected the issue at that timeOur accounting records show that the refund for both books have been processed, so if you have not already received the funds back to your account, you will within business daysPlease be aware that it may come back as two credits of $each
If you do not receive the full amount by Monday (9/21), please email me at [email protected], and I will get it resolved
Initial Consumer Rebuttal /* (2000, 12, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/09) */
We apologize for the delayed shipment you've experienced with us, ***It is my understanding that you've already addressed this issue with one of our representativesPlease let us know if this is not the case, and we can look into it
further
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After discussing with my husband and my son we feel that since they NEVER contacted us explaining any delays and/or issues they might be experiencing, we feel they should be willing to refund more money for our troubles and my son's heartbreakIn addition, I asked for a manager to contact me which he (Keith) never didAs of right now we have no confidence in this company to uphold their promises or customer service
Final Business Response /* (4000, 9, 2015/12/10) */
I am sincerely sorry that your son's ring delivery was delayed, and that you had to put the effort into it that you did to get it resolvedHowever, the approx$refund we have provided, which is a third of the total cost of your order, is more than reasonable for our errorConsidering the circumstances, we cannot reasonably offer you anything further while still providing you with this productIf this is not acceptable, we are willing to have the ring shipped back at our expense to have the remainder of your order refunded
In regard to your request for contact from a supervisor, I am the one mentioned in your previous messageBecause you contacted us through the Revdex.com, it is our policy that further communication must be handled through this medium as well until the case is resolved, to prevent unnecessary confusion
Final Consumer Response /* (2000, 11, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Luckily the ring did arrive yesterdayWe have NOT received the refund yet so going on "their" word yet againI did submit a request to the attorney general tooThis company really needs to work on their customer serviceIf refund is not received in the amount discussed I will file more complaints against this company!!

This refund has been processed from our end as of 12/8, but can take 5-business days to appear in your account based on the processing time between banks, as we discussed over the phone when you requested this refundWe apologize for any inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, we are still missing the cap and gownI am hoping that arrives on time and is correctI will keep in touch with Melissa Until we receive it.Thanks

Hello, I apologize for the delay in our replyLooking into this issue, I have found that the consumer has received both their original order and the complimentary rentalTracking information, below, shows these were delivered on May and May 9, respectivelyBoth of these were before the
consumer’s given commencement date of May 12, We have not been contacted by the consumer regarding this issue sinceOriginal Order: *** Delivered Complimentary Rental: *** Delivered Thank you, Chris N Office of Consumer Affairs Phone: ###-###-#### JOSTENS Inc| *** *** *** | Minneapolis, MN CELEBRATING MOMENTS THAT MATTER

Thank you for sharing the issues that you have had with your orderWe truly apologize for the issues with your order and this is not how we want to have our company representedOur records are indicating that the refund has been issued and you should have that check by the end of the week to the
address provided aboveOnce again we truly apologizePlease let us know if you have any other issuesThank You

Ms***, I'm sorry to hear about the frustration you've had working with us at JostensI've reviewed your case, and our records show that your order lapsed in September of due to nonpayment on our no-interest payment planPer our cancellation policy
(http://www.jostens.com/apps/shop/help/Rings_HS/Changes_CancelHS.asp), your order was canceled and deposit held as a cancellation feeTypically this fee is not refundableIn your case, you were extended the option of reordering jewelry with the deposit applied to the order as a courtesy, but we didn't hear back from you for a year and a halfUnfortunately in that time the offer we gave you had lapsedI apologize if you feel this is unreasonable

Initial Business Response /* (1000, 5, 2015/06/23) */
We apologize for the delay you have experienced receiving your refundIt has been processed from our accounting department todayBecause of the processing time between the financial institutions, it may still take 3-business days for the
refund to return to your accountPlease accept our apologies for the inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was posted to my credit card

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and after great conversations with *** from Customer Service, I find that this resolution is satisfactory to meThank you, Josten's and thank you to the Revdex.com.Sincerely,*** ***

I am rejecting this response because:
That is nonsenseThere is no conceivable security reason for Jostens not to confirm through this medium that they will refund me the amount that I've requestedI chose to make a Revdex.com complaint because I wanted to have a mediation process overseen by a reputable and impartial body like the Revdex.comI do not want to discuss this matter with a Jostens representative in a phone call, since there will be no independent, objective record of such an interaction and I have no faith in the trustworthiness of Jostens' staff(This is based in large part on the fact that Jostens still has provided no explanation as to why it offers misrepresented products for sale on its website, though I have been in communication with the Director of External Relations of the University of Iowa Graduate College on the matter.) Please confirm by return email that you will refund me $

I am rejecting this response because:
My purchase was made with Josten's, with the understanding that the yearbook would be distributed to my son before the final day of the / school year. Josten's business practices related to delivery method and monetary agreements with the school, are not of my concern, I purchased the yearbook from Josten's and Josten's failed to deliver the yearbook in the time frame that they advised. If I had not pursued this on my own, the status of the yearbook would still be undelivered to the purchaser, and no one representing the Josten's distribution network (including the school yearbook coordinator) would be pursuing this today. I expect a full refund of all fees associated with this purchase due to the failure of Jostens (the purchased products provider and issuer of my purchase receipt) delivery prior to the termination of the / school year

Thank you for the information you have provided in regards to your orderI apologize that you have not received the ring and have had no communication in regards to your issueI am showing the ring is currently in production for the stone changeI am working on getting this ring shipped to you as
soon as possibleI will reach out to you with an update at ###-###-#### as soon as I have a confirmed ship dateOnce again I apologize for the issues that you have had with your orderMy name is Mel and I am the consumer care specialist and you can reach from 9:A.M until 6:P.M (CST) at ###-###-#### or by email at [email protected]

I'm sorry that you feel this wayYour son's book was delivered to the school for distribution on time with the other books, as was indicated on the Jostens website when you placed your orderIn addition to this, we have been informed that multiple attempts were made to deliver the book to your studentBecause there was no failure on our part, we will not be responsible for refunding the cost of your son's yearbookThe school's yearbook adviser has sent you an email with her contact informationPlease discuss this matter with her, as we will not be able to assist you further

Thank you for taking the time to let us know that you were having issues with receiving emails for an order that you did not placeWe apologize that you tried to contact us and we were not able to assist you in a timely mannerWe would like to let you know we have looked into the situation and the
issue would be coming from the email providerThe email that we have on the order is not the same email that you are currently using and this seems to just be a system glitch within the email providerI would like to let you know that you are not responsible for the order and no credit card information is associated with the orderOnce again I apologize for the issues that you have encountered in regards to this issueMy name is Mel and you can reach me at ###-###-#### or by email at [email protected]

Thank you for letting us know the issue you have had with our companyWe apolgize for the issues that you have had with your order and we have stated we will be refunding youWe cannot diclose the amount
of the refund for security reasonsWe would be more than happy to dicsuss this over the phone and then we can send an email to you in regards to the refund but we would need to speak to you on the phone at ###-###-####Thank You

Hello, We have reviewed your order and have determined that the school had chosen to hold regalia until the practice ceremonyOur understanding is that the local rep has worked with the school to have your gown released, and your school intends to call you in regard to thisSince our contract
with the school allows them to select when the gowns are released, we are unable to circumvent the decision they makeWe apologize for any inconvenience

Thank you for taking the time to share your exoperience with JostensWe apologize for any issue that you have had with your ring and will help you get the ring correctedWe have sent you an email on how to return the ring per our conversation on Once we have the ring in hand we will reach
out to you so that we can talk about the ring and see what needs to be correctedOnce again we apologize for any issue this may have caused you or your sonMy name is Mel and please feel free to reach out to me directly at ###-###-####Thank You

I'm sorry to hear about the problems you've experienced while working with us, and we would be happy to refund you for the second bookOur records show that the second book was $100, based off of the web order receiptYou will receive a check for this amount in approximately two weeksThis will
come separately from the $you have been refunded for the other order, so please expect two checksWe've also taken steps to reduce the number of marketing emails you have been receiving

Thank your for your email regarding your order with JostensOur recirds indicate you placed your order after the deadline so the offical school announcements are no linger avaliablePlease contact us at ###-###-#### so that we can discuss what other options we may be able to assist you with in
regards to your orderThank You

Initial Business Response /* (1000, 5, 2015/10/22) */
Thank you for sharing your ordering experience with JostensI would like to take this opportunity to apologize on behalf of the Jostens for the payment issues that you have experiencedI welcome the opportunity to discuss the PayPal Credit
and Online program we offer for new orders placed on our websiteOur records indicate that your class ring order is currently on our deposit payment plan, which is an interest-free plan that allows for the convenience of making payments online or via phoneIf you have any questions or concerns regarding this payment plan option, please let me knowI would also like to assure you that I will take your suggestions for improvement forward to the relevant departments to prevent similar situations from occurring in the futureI would I have included my contact information at the close of this responsePlease call or e-mail at your convenience
My name is Mel, and I can be reached at*** ext *** or via e-mail: ***@jostens.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You, I suppose all this could have been avoided had we known the size of the ring, then we could have ordered everything online, however- the HS our son attends was having a meeting from Josten's, so I thought he needed to order thru the schoolanyway- we will make the payments online with a credit card not associated with pay pal
thank you also for confirming the deposit plan is interest free