Odette Realty Corp.

Hi there Our office was able to resolve the issue Our standard leadtimes apply to every time of the year, sans winter Holiday time Both our office and our manufacturing plants close from the week of Christmas through the New Year Customer was expecting item withing regular published lead time, however Holiday delayed patch We had it rushed, at our expense, and parent is now happyThank you! :)

All orders that are place at our office incur the Shipping/Handling fee due to the fact that we not only have product sent in to our warehouse, but we also deliver to the schools approximately 3-times each for the convenience of the studentsWe, at times, also have to expedite items in due to the influx of late orders that are placedOn- time ordering begins around October and each school is given ample time to place their order, with or without, a depositWe were currently in our late ordering time of the year when this customer placed her order for her student in which all of the above apply and feel that the shipping and handling fee is fair

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 meI was contacted by phone by the business on June 10, At that time they offered me a full refundI accepted the refund and was told I would receive it in three weeksAs long as I receive the refund next week I will consider this issue resolvedMy student's name is [redacted] (last name was misspelled as Rumfill) and he attended Clark High School Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I still do not have the cardsThis is different from the information from [redacted] and [redacted] at your companyI spoke with [redacted] on 4/and we went over all the itemsI did not receive anythingI continued to call and of course noone called me back On 4/I spoke with [redacted] and was told that he would send the hoodie but [redacted] had the cards ready to go that day I received the hoodie but not the cards On 5/I spoke with [redacted] who said that [redacted] gave incorrect information [redacted] told me they were sent to my old addressI reminded him that I provided him with my current address as well as providing it to [redacted] He said he would have them ship out the cards So I am waitingMind you this is a full month after the first delivery was scheduled at my sons school I realize it is their busy season but it's not mineI have spent an enormous amount of time calling, leaving messages, emailing etc and the only response I get is thru here The few times I reach anyone they continue to send me incomplete orders Being busy is not a valid reason for this lack of service and product This has been extreme and not what I would expect for the amount that I paid I sincerely hope that when it comes time for cap and gown delivery the end of this month that they have what was ordered for my son as there will not be another month to wait on poor service Regards, [redacted]

Our team talked with the mom to let her know that when Joseph turned in his order form, it did have the Stacked Tassel, pack T-shirt, Senior T and rugby jersey filled out in the same green ink used to fill out the form As you can see, from the copy turned in (original order form attached),
our teammember, "CF" used blue ink Someone (mom maybe?) used black ink to X the Cap and Gown package (C). We're happy to take the other items off the order (as a courtesy), even though it's outside of the time to make a change to the order, but as you can see from the color copy attached, we did not and would never add anything to a student's order All of the items in question are filled out using that same green marker Original document is available in office for further verification, if need be We find the accusation very hurtful We would never do that to any of our families We only order what is turned in, by the student. Thank you for the opportunity to respond

"We paid $for graduation items, announcements/foilid cards, shirts, tumblers, cap gown etcWe only received one frame and photobookJostens has been to my son's high school, *** * ***, twiceEachtime they do not have his itemsThey told him they did not know where theitems wereI have been calling and emailing for two weeksNo one willrespondI have left several voice mails and several emailsI even called themain corporate line ***# and was told they could not help meNot only is itfrustrating to not receive a response, I do not have my sonsannouncements/cards to mail out for his graduation."This was the original complaint from said customerWe responded by requesting the name of the student in conjunction with the school name as that is the minimal information that we need to properly research an order. The second complaint stated that she rejected the response, but then gave the information that we needed.Now that we are able to properly research this issue we did find that the hoodie was sent out without the name cards due to the fact that they come from two different locationsHer students name cards are currently being mailed to herI do believe that she will now have a complete orderAlthough this is the time of the year when we are most busy, we do apologize for any inconvenience that this has caused

We need school name and student first/last name to respondThis is the minimum amount of information we require to tie message to account. Thank you

Complaint: ***
I am rejecting this response because: you go on and on about the ordersI did not order anything, I simply walk in and ask if you had an cap and gowns available and the response was yesOn top of all this when you get a contract from a certain school you should of already know how many graduating students there will be for that schoolIf you can not handle the work load that comes with the contract then maybe you should change your business, Unless your business likes to rip people off, which it seems to be soOnce again you did not ship anything to meNext time put a sign that states "You will be charged a shipping & processing fees just for buying anything in store, online, in school."
Regards,
*** ***

Hi there Thanks for your message Sorry for delay in response but you didn't state student's names and schools so it took a bit of detective work We do in fact, have two separate accounts, one for *** *** and one for *** *** We take all orders to school
and it's up to the student to pick up their own order It sounds like, based on what you're describing, when one order was picked up, the other wasn't Since they have their own accounts, our team wouldn't have known to remind one twin to pick up the other's order When the orders come back to the office, if paid, we mail as a courtesy for those parents with student's forgot to pick up We're sorry we couldn't have been more of a help but since they weren't linked in any way, we would have only delivered what was asked for We didn't indicate anywhere they were even siblings, since they had two orders.We're happy to refund the pieces you couldn't use And sorry, but we don't do yearbooks out of this office Thank you!

Good afternoon,   In response to the message below.  We are committed to assisting and refunding any items not received.     We will however, need the name of the student, and the school they attended to be able to look up the account and respond accordingly.   Thank you....

  [redacted] Jostens South Texas

We're happy to refund any money for items not received.  We have thousands of families who only purchase cap and gown.  I'm sorry this customer feels like she was told to purchase something she didn't need but our order form is very clear.  We have packages for families, to make it...

easy for them, to bundle, but anyone if free to create the package that's right for them by purchasing items a la carte.   No one is ever denied a prompt refund for items they want to return.  All they have to do is ask. Thank you for the opportunity to respond.

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 me. I was contacted by phone by the business on June 10, 2016. At that time they offered me a full refund. I accepted the refund and was told I would receive it in three weeks. As long as I receive the refund next week I will consider this issue resolved. My student's name is [redacted] (last name was misspelled as Rumfill) and he attended Clark High School. 
Regards,
[redacted]

Hi there.  Our office was able to resolve the issue.  Our standard leadtimes apply to every time of the year, sans winter Holiday time.  Both our office and our manufacturing plants close from the week of Christmas through the New Year.  Customer was expecting item withing...

regular published lead time, however Holiday delayed patch.  We had it rushed, at our expense, and parent is now happy. Thank you!  :)

Complaint: 12693857
I am rejecting this response because: I requested a cancelation and refund within an hour of placing my order and was DENIED.  So for them to say that I can be refunded for items not received is a lie.
Regards,
[redacted]

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 me.
Regards,
[redacted]

All orders that are place at our office incur the Shipping/Handling fee due to the fact that we not only have product sent in to our warehouse, but we also deliver to the schools approximately 3-5 times each for the convenience of the students. We, at times, also have to expedite items in due to the...

influx of late orders that are placed. On- time ordering begins around October and each school is given ample time to place their order, with or without, a deposit. We were currently in our late ordering time of the year when this customer placed her order for her student in which all of the above apply and feel that the shipping and handling fee is fair.

Complaint: [redacted]
I am rejecting this response because:I did mention the school in my first complaint, [redacted] [redacted].  I believe he...

is the only Schaefer at that school however my sons name is [redacted]It has now been almost a month. I did reach [redacted] the other day and he did mail out some items.  He did forget the name foil cards and the long sleeve tshirt. So I called yet again. I was told they were out of the tshirts. Now had the item been sent to begin with he would have one. I was told they would mail us a hoodie instead and that the name cards per [redacted] had already been sent that day. We have received the hoodie but still not foil name cards.  I have also provided them with my new address each time I have called which is [redacted], San Antonio TX  [redacted]. The service is horrible.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I still do not have the cards. This is different from the information from [redacted] and [redacted] at your company. I spoke with [redacted] on 4/27 and we went over all the items. I did not receive anything. I continued to call and of course noone called me back.  On 4/29 I spoke with [redacted] and was told that he would send the hoodie but [redacted] had the cards ready to go that day.  I received the hoodie but not the cards.  On 5/4 I spoke with [redacted] who said that [redacted] gave incorrect information. [redacted] told me they were sent to my old address. I reminded him that I provided him with my current address as well as providing it to [redacted]. He said he would have them ship out the cards.  So I am waiting. Mind you this is a full month after the first delivery was scheduled at my sons school.  I realize it is their busy season but it's not mine. I have spent an enormous amount of time calling, leaving messages, emailing etc and the only response I get is thru here.  The few times I reach anyone they continue to send me incomplete orders.  Being busy is not a valid reason for this lack of service and product.  This has been extreme and not what I would expect for the amount that I paid.  I sincerely hope that when it comes time for cap and gown delivery the end of this month that they have what was ordered for my son as there will not be another month to wait on poor service. 
Regards,
[redacted]