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Business Profile

Caps and Gowns

Herff Jones, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Caps and Gowns.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/26/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I rented a gown and hood from them for my master’s gradation. My school collected the gown and hood at the end of graduation. “Representatives will be located on-site at commencement to collect returns”. I placed my gown and hood in the same bin as my two friends. One of my other friends got the same email and one did not. This company keeps emailing me saying they will charge me $350 for a gown that was returned a month and a half ago. Seems like a sketchy sham of a company looking to make an easy dollar. Don’t give them your card info.

    Customer Answer

    Date: 01/27/2025

    Hi this matter has been resolve 

  • Initial Complaint

    Date:04/23/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********** ** ******** ** **************** requires Herff Jones to be used for academic regalia which is in turn required for attending graduation ceremonies.
    The company does not offer shipping options, just $15.95 regardless of delivery location (which, for me, was 10 minutes away from them).
    They state that crafting the items takes a long time but I agreed to 21 days from order placement to delivery. They sent my order to be delivered the next day from the point of label creation despite only 16 days passing from the order placement. This is part of the obscene shipping cost.
    It is explicitly stated multiple times that I would have received shipping/tracking information upon the item being sent, which I did not.
    Information on shipping, issue resolution, business hours for reaching customer support, and quality of the item are not available and the support phone number is unreachable.
    Upon opening my completely sealed package, I found only one of the crucial, necessary, incredibly important items included with others missing. I did not find them upon searching the mail room, box, building, and surroundings.
    The company states on their FAQ website section that my issue will be addressed within 60 days of the delivery which means it is very possible I could miss out on my graduation date.
    Finally, on the FAQ section it is stated that one should inquire bookstores about pickup information for on-campus distribution which means this is an entirely plausible option due to the distance between the University Bookstore and Herff Jones being 7 minutes.

    Business Response

    Date: 05/07/2024

    This issue has been resolved. Our service team addressed this matter on 26-APR-2024 and 30-APR-2024. Items were shipped out on 30-APR-2024 and tracking number ************ was provided. I followed up and spoke to ******** on 7-MAY-2024 at 12:15 pm and apologized for any inconveniences. Customer confirmed that she was assisted and has received all missing items. 

  • Initial Complaint

    Date:04/19/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Original order date was: 08/03/2021 for $1,061.81 (see attached e-mail pdf). The confirmation e-mail says they will e-mail me when the product ships. After the order was placed, I received a phone call that they said they would not be able to get my robes to me in the time they originally quoted, so I got a rental for Fall 2021. The impression I got from the phone call was that it would take a long time because of COVID related delays. Spring 2022 I was getting married so I missed commencement and wasn't thinking about my regalia.

    Then on August 4th, 2022, I reached out for an update on the order because I never received it. That communication has gone through till today when they finally admitted they will not do anything to help with the situation. At times they told me the robes had shipped, but were never able to provide proof. I asked why I never received notice of shipping and they said it would have come from my account. So I logged in and it says the product has never shipped (see screenshot of account png). When I showed them that information, they then told me they could do nothing about it. So I am moving on to other parties hoping for some sort of resolution - either the robes or the money back.

  • Initial Complaint

    Date:02/21/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We ordered my sons jacket, cap and gown, and class ring on sept 22 while they were at his school doing a selling event. We asked when everything would be ready and we were told before Christmas so we put down almost $1500 based on that promise. His ring arrives in November, but it has to be sent back because they spelled his name wrong. It’s now the last week of February and it’s finally ready to be picked up again, fingers crossed they did it right this time. The jacket, however, is another story. We got a text on January 6 (well past the promised pre Christmas date) letting us know it’s delayed and will be ready February 15! However it’s now February 21 and we are being told it’s still “at the factory”, probably not even finished yet. It’s been five months since we ordered it, are you serious!? I’ve asked for it to be cancelled and refunded twice due to it being clear they cannot fulfill their orders on time, if at all, but no response back. When I made my first request they talked about getting back to me with a discount instead, but I never heard back on that either, just another delay tactic from them. Now the current request is pending because they informed me the owner can’t be brought to attention about this because he is making rounds to more schools again this week selling items when he knows they can’t get anything done in time. My hope is he’s being honest about that fact this time. I spent almost $460 on a jacket that my son will never get to wear to school before graduation because, if and when they ever do ship it to the store, it will now be just before graduation when it’s too hot here in vegas to wear a leather jacket, a jacket I never would have bought if they had been honest about not getting it delivered to us during the winter months. I cannot believe this is how they do business. Fingers crossed he at least gets his cap and gown in time to walk, but my trust in them doing what they say they will do is pretty low at this point. I have been patient up till now, but being put off TWICE with the jacket. I want the jacket portion of the order cancelled and refunded, the amount being $459.95.

Herff Jones, Inc. is NOT a BBB Accredited Business.

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