Jostens

*DO NOT USE THIS BUSINESS*
Ordered 7 caps and gowns on April 26th. Paid in full. After a few weeks of not getting a tracking number I called and was told I'd receive the order on or before May 31st. I received a voicemail on May 24th to tell me I owed them money for shipping. I called and was told that the order was fine and I would receive the order on or before May 31st. On May 30th I still have not received tracking information and called to find out what was happening. I was told my order was canceled due to unpaid shipping (I have a receipt from April 26th saying I paid in full and had no outstanding balance).
I spoke with a customer service rep and was told all they could do was reorder it, but could not guarantee any quick delivery. I asked to speak with a supervisor and was told there was no supervisor to talk to and that this was the only solution. I asked again to speak to a manager and the rep told me skeptically that he would but they would just tell me the same thing.
I spoke with the manager. He never apologized. He never acknowledged the mistakes that were made by the business on their end. All he could do was reorder my caps and gowns and try to rush it out to me. He even still charged me more than the original cost of the order to cover shipping costs after they made such a serious mistake and are risking that 6 of us students will not have our regalia for graduation.
Read the reviews of this company. Don't use them.

April 13th, Paid in full on a credit card $700 for a class ring to be delivered in 6 weeks. Called in July to get the status and sat on hold for an hour finally to be told that there was a stone delay and it should arrive in August. It is August 14th and we have incurred several months of interest charges for something we don’t have. The item should be billed when shipped, not fully at the time if you expect a 6 month delay. John in CS was rude and hung up on me. We should be given $200 refund for the billing of a product and having to pay interest on a credit card. POOR business dealings.

Jostens is the worst. I am so glad this is my last graduation ever and the last time I will ever have to deal with them. I had to order my masters cap, gown, hood, etc from Jostens because that is who is contracted with my college.

That's all fine and good, whatever. Costed me 200+ dollars for everything I needed. Yuck. But one time purchase right? WRONG.

I get my order and my masters hood wasn't even finished being stitched together. It's like it got pulled off of the machine early. It isn't even usable for graduation. There is no way to complain or request a replacement on the website and I ordered online so I can't go through my school book store. I can call to try to get a refund but after looking at other reviews, I would likely be on hold indefinitely. They only have warranties for jewelry, not anything else. So, since it takes freaking 5 weeks to get anything from them and graduation is in 7 weeks, I have to order another masters hood from them and hope this one isn't half assembled. Another 70 DOLLARS. I am livid.

Jostens, I want my 70 dollars back for the item I had to re-order because you sent me an unusable one.

I was given this information as a point of contact for the company Neff. I was told Jostens is the corporate office for Neff.

I began with Neff back in Nov 2021. In the beginning the issue was the art department as I waited for my art work for approval. When it was finally approved in Dec. I called the 1st few days into the new year to place my order only to discover the art was incorrect again. So I had to wait additional days as Anthony (the original rep) worked to get my art work corrected again. I placed the order and waited for a rep to collect my payment. The payment was finally taken around the end of Jan after multiple calls to see when Neff was going to process the payment. I asked if I would receive the sweaters in time since we were going to our conference Mar 17, 2022. I was assured by Anthony I would. I sent an email with the details of the sweaters to ensure the years and chapter were correct on each. A conformation email was received displaying the same information I sent. So the order was finally submitted to production. I waited for the order to be processed the 6-8 weeks. The order was received in a timely fashion however, one of the sweaters contained the incorrect year. I contacted Neff of the error, received an RMA 2904601 Acct J32048 (J5703 Craig James RE: Kenekii Ward - Wrong year on one of the patch CHEM1 VS2111990 - 2874160) I was told to send the sweater back. They were unable to do anything until the sweater was received. The sweater was received by the company on March 21st. I asked how long it would take for the issue to be corrected. I was informed it would take 2 weeks. I called to check the status only to discover the item had not been worked on by the production team. I called again, again and again finally the item was received by production. After production received the item Reps within the company told me the item would ship on 4/18, I was furious because I was told it would only take 2 weeks. This extended the time for the customer the was suppose to receive the sweater. I called multiple times finally Juan said the item would be ready on 4/20 I asked for a refund of 50% of the cost since the customer has been waiting so for her merchandise. I was told a half refund was not allowed and I would only get 25%. This was confirmed by Pedro, I also spoke to Audi in addition to a list of other reps I failed to take names for.

I called today 4/21 about the item Audi and Pedro both confirmed would go out on 4/20 and would be shipped overnight for all of the inconvenience. The rep says no tracking number is available for 48 hours. I asked what sense does that make considering the item was supposed to be sent overnight on yesterday for me to receive on today. She does more research and tells me the item will not leave Miami until 4/25 and I will get it on 4/26.

Not only I have not received the customers order for something that should have taken 2 weeks. It is very difficult to speak to a manager by email, phone or smoke signal. As of today I've been waiting for the last 1:38:12 for a manager to handle my issue. Audi finally answered, she placed me on hold while she waited to receive a response from tracking who called her back. She comes back to the line and I dropped into the survey que.

I have never in my life dealt with a company that is so unprofessional with their customers. Starting from the delay with the art work, payment processing, delivery, customer service and management team. Not to mention the added time for an return that should have taken 2 weeks now that has been held by the company for a whole month when all that needed to be done was remove the incorrect patch and add a new one. The time this has taken is basically the same time it took for us to receive the initial order.

And the Neff reps on behalf of Jostens are HORRABLE! You ask for a manager the manager is never available or always in a meeting. Someone will call you . NOONE and I mean NOONE ever calls or emails you back. You ask for their names the reps do not want to tell you the managers name. You ask for a supervisor who at the end of the day always claims they are unable to help or they feed you lies to appease you for the moment just to get you off the phone and do not do what they say they are going to do. I still haven't received the refund I was told would be processed. At this point the customer needs a full refund.

I received an entire new production # 2913370 apart from my RMA number originally sent. The entire process doesn’t make any sense and a better system should be in place. I'm still waiting for the manager to call me back from my earlier call. Alex is on the line and tells me he is unable to provide me with a number to call anyone from corporate.

I hope to hear from someone regarding my issue

I have been retired from the military (Air Force) for 32 years and I decided to buy a service ring. My brother-in-law (ret. Navy) showed me his military ring (made by Jostens) and it was just beautiful, so I decided to purchase one for myself (and glad I did). I ordered the ring on 5 Jan 2021 and I received it in 2 Feb 2021. It came in a ring box, which was very appreciated. My ring is exactly what I ordered online and I have has several friends and family comment on how beautiful my ring is. I am very pleased with my (Air Force) ring and I would recommend Jostens to them for purchasing any ring for their profession (high school, college, sports, etc.). The quality is exquisite and the lustier of the metal and stone (Air Force blue) are outstanding. I couldn't be more pleased with the quality of this ring and if I would ever loose it I would purchase from Jostens again. Thank you, Jostens for such a beautiful ring.

Sincerely yours,

Don Sampson
email: [email protected]

So, I was very excited to finally graduate with a college degree since I am classified as a senior adult. I wanted a nice souvenir to commemorate this milestone in my life so I decided to splurge and purchase a class bracelet (rather than a ring). One: yes the world seemed to have stopped for March and April and even some of May so the production line was down yet no-one informed me of this so I waited and waited for it to arrive. I finally called and that's when I learned that the production line was reopening and they were running behind and it would still be a few weeks. That entire phone conversation took about 1 hour with wait time and explanation time. Two: my bracelet finally arrived and I was so extremely disappointed as the lettering for the college could not be distinguished from the base of the charm. I called and I kid you not, I actually waited on hold for one and a half hours before someone ever connected with me! I spoke with the customer service representative who took my information and explained the refund policy and then all of a sudden he was no longer on the line! One would think that he would have called me back as our conversation was not yet completed and I was awaiting to be connected with the warranty department. Overall ~ it's been a very frustrating experience with Josten and I wouldn't recommend them to anybody; especially at those prices! Buyer beware.

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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!!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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

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

Hello,According to the conversation we had on April 14th regarding the order for [redacted] this issue had been resolved to your satisfactionPlease reach out to me directly if this is not the caseMy name is Mel and I can be reached at ###-###-#### Ext [redacted] or by email at [redacted] @jostens.com.Thank YouMelConsumer Care Specialist

This company did a large landscaping job for me Immediately some of the same kind of plant were dying (there were of these planted)I started reporting problems May 29thI was reimbursed for the that died but they continued to die off so I reported again June and was reimbursed for totalJuly 18th I requested that someone come and fill in all the empty areas where all the plants had died off and was told that someone would fix itAug I emailed pics and how upset I was that no one had come yet, I got no replyAugust I called the business, was told the secretary was on the other line and would call me back, Sept the call was returned in which I was given the owner ***'s cell number so I could deal with him directly He assured me he would fix it on Sept 4thOct I texted [redacted] asking when he is coming, no reply receivedOct 4th I called him and said he would be there in a few daysExchanged a few more calls and put offs and finally he came Oct 15th and ins

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ [redacted] I am sorry to hear that you are having issues with your order from JostensI have looked into the order for your daughter [redacted] , upon investigation this order has been canceled and the refund check was issued in your name on December 11, I would expect you to see this refund within the next few daysI apologize for the confusion when you called into our office yesterdayMy name is Mel and please feel free to contact me if you have any questions at [redacted] ext[redacted] or by email if you prefer at [email protected]

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]

Our rings include a day satisfaction guaranteeAs such, our warranty team has reached out to the consumer to discuss options and is more than willing to work with the consumerThis was the first we had ever heard of this issue; the consumer had not contacted us about their dissatisfaction prior

I am rejecting this response because: it did not address my complaint against Jostens It needs to be sent to the proper consumer My complaint was resolved I did receive the refund that I had requested

Dear [redacted] ,We have tried to contact you and have left you voicemails on Monday, October 9th and Tuesday Oct 10thWe have taken care of the situation as you requestedIf you would like more detailed information please contact us at ###-###-####.Thank you

Thank you for taking the time to let us know the issues that you have had with your orderOur records indicate the refund for the overpayment was processed on 3/and can take up to 11-business days to be refunded by your bankWe are showing the ring will be shipping out to you on April 4th and you should have this in hand by about April 7thOnce again I apologize for any issue this may have cause youIf you have any questions or concerns my name is Mel and I can be reached at ###-###-####Thank You

Initial Business Response / [redacted] (1000, 5, 2016/03/01) */ I am sorry to hear about the issues regarding your cap and gown order from JostensI have looked into the order for Jelashe and upon investigation of the order I have found that the request to speak to a supervisor was deniedI do apologize for this issue as it left a feeling the order was not being handled correctlyI have personally worked with the representative and the cap and gown for Jelashe will be delivered to your home via UPSThe cap and gown should arrive no later than March 4th to the address on the orderOnce again I apologize for the lack of communication and the denial of the supervisor as you requestedMy name is Mel and please feel free to contact me if you have any questions at [redacted] ext [redacted] or by email if you prefer at [email protected]

I apologizeWe are showing that the package was delivered May 9th

We would like to apologize for the troubles and frustration that you have experiencedI understand that the nameplate option that was offered is not acceptableI would like to further review the options with you to resolve your situationPlease contact me at your convenience, our consumer affairs number is ###-###-####, and ask to speak with Rose