Complaints

This profile includes complaints for Jostens Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jostens Inc

  7760 France Ave S Ste 400 Bloomington, MN 55435-5844

• 

  Jostens Inc

  3101 41st Ave S Fargo, ND 58104-6646

• 

  Jostens Inc

  PO Box 860 Owatonna, MN 55060-0860

• 

  Jostens Inc

  3601 Minnesota Dr Ste 400 Minneapolis, MN 55435-6008

• 

  Jostens Inc

  527 Grand Slam Dr Evans, GA 30809-8011

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.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Daughter purchased this ring at The ****************. Took 4 weeks and stone missing when she received it. We both called and spoke to **** and said she could not send a replacement ring until I return ring to fix. My daughter is having grad pics next week. Very upset and I would have overnighted her another ring for this is a special time on her life and wanted to have it for her pics.

  Business Response

  Date: 04/29/2025

  Good afternoon ****, 

  I have passed this on to the supervisor in the ******************* to see what they can do.  I have asked her to contact you within the next 48 hours, but as soon as possible, as time is an issue here. 

  Sincerely, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order for my daughter's cap and gown, though we can login and see the order number we cannot get any status updates on the order as it takes us to an error screen or a screen that ask us to login with what I think is school employee credentials. We call Jostens last week and we were unable to get anybody on the phone after being transferred immediately and holding for about 45 minutes, so I called again today and I got an agent who did let us know that the order was meant to be shipped out and arrive to us on the day of her graduation. Jostens clearly gave us a deadline and we met the deadline, but I find it unacceptable that my daughters items are not going to get here in time. If they cannot get them here in time we would like a refund. We do prefer that we receive the items but we need them in a timely fashion.

  Business Response

  Date: 04/15/2025

  Good afternoon, 

  I see that the orders are placed under 2 names, one for the regalia and one for the stole, and were ordered on 4/1/25.  The website states that these items take 5 weeks to ship the gown and 3 weeks to ship the stole, plus 1 week for standard shipping, before the orders are placed.  It looks like the stole should be delivered by 4/29 and the regalia is scheduled to be delivered on or before 4/25.   Express shipping was not chosen. I will submit a request to try to get these shipped express, but I can't guarantee anything at this point. I don't want to promise something that I can't guarantee.   I will follow up once I hear back from our manufacturing facility, this can take 48 hours.  

  Sincerely, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a cap and gown for my sons' upcoming graduation. I did NOT opt in to receiving spam email from Jostens.They are sending them anyway. My email seems to get at least one or two a day.The products they sell are of no interest to me and I specifically did not opt in.Resolution will be the complete removal of my email address from their system, and I mean deleted entirely, as I already have the product I was forced to order through them to allow my son to walk at his graduation.

  Business Response

  Date: 04/15/2025

  Good afternoon ***********, 

   

  I have submitted the request to have you removed from our marketing lists, completely.  That can take up to 7-10 business days.  You may also want to reach out to the high school and ask them to not pass on your email address on any list that may be sent to the local representative, just to cover all the bases. 

  Respectfully, 

   

  Consumer Affairs - Jostens.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a stole for my college graduation March 9th. After not receiving any sort of update for weeks I contacted jostens to find out the status of my order. They informed me it would take another month to get my stole to me and after the day that I need it. I called and an employee told me it could be expedited and arrive on April 15 and that I would get updated shipping information with 24 hours. When I didnt hear anything once again I reached out to customer service again and I was again told it would be another month and theres nothing they could do about it. Everytime I ask for a supervisor to the email, my request is ignored. This is unacceptable for the amount of money I paid for my regalia and Im extremely disappointed for the lack of communication and sincerity. No one seems to care.

  Business Response

  Date: 04/14/2025

  Good afternoon *********, 

  I apologize for the issue you had with the communication and the delivery of your stole.  It looks like it has been delivered now on 4/10, per the *** tracking information.  I appreciate your patience on this and will address this with the agents' supervisors that you had worked with.  I understand this is a very important time in your life as you do not graduate from college every year.  Congratulations on your upcoming graduation! 

   

   

  Respectfully, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Class ring ordered by my son from **********. Got a quoted price. Received an email this morning that price has increased by 600$ . Jostens uses 2022 gold pricing. Bait and switch practices.

  Business Response

  Date: 03/13/2025

  Hello ***, 

  This is a follow up to the voicemail I just left for you.  I apologize, but I don't have enough information to get you pointed in the right direction to properly assess your concern.  I need either an order number, the name on the order, the location of the school, the specific name of the school, or a copy of the receipt you stated that you received, would help.   We have many schools and a military academy with the ********** name throughout the Country.   You can contact us at ************ and use the prompts to get to the appropriate school or ******************** and they will be able to help you. 

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Cannot get them to fulfill an order for school pictures for both of my daughters. Have been requesting order fulfillment or refund since end December 2024. I cannot even get a response from their customer service. No responding emails. Finally received a phone call today spoke with five different people who couldnt understand me because they werent in ******* and didnt speak. English was on hold for over a half hour and then I was told they couldnt even find the tracking number for my order. Please help this company is awful.

  Business Response

  Date: 01/09/2025

  Good afternoon *******, 

  Thank you for contacting us regarding the issue you are having with your daughters' photos.  I apologize for the issues you are experiencing and want you to know that have passed this onto the Jpix supervisor.  I have asked her to contact you within the next 48 business hours, to get this resolved.  I don't know what her schedule is so I don't want to over promise and tell you she will call you back today.  

  Respectfully, 

   

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 01/09/2025

   I am rejecting this response because:
  
  I have repeatedly been asked to wait while they do research and then be put on hold and this is just another way for them to delay the inevitable. I want the pictures or I want a refund. I dont want to wait another two days for somebody else to talk to me Ive been waiting and waiting and waiting. This is how they have answered every request for assistance that I have and the school has put forth. Either this or by completely ignoring me. This is a simple matter. These are school pictures not brain surgery. I have paid for them. I either want a refund or the pictures and I want the pictures overnighted. If I dont have the refund or the pictures immediately then I think the Better Business Bureau needs to intervene further. Theres no recourse here. They just keep putting me off and transferring me to someone else.  I spent over an hour on the phone today with five different people none of whom could understand me because they didnt speak English and I hate to be that person but are you kidding me? I was on hold for ******************************************************* back on hold because they couldnt find the order they couldnt find the tracking number they didnt know what happened. They had to speak to a supervisor. Enough is enough dont you agree?

  Business Response

  Date: 01/10/2025

  Hello *******, 

  I definitely understand your frustration and I am sorry that you haven't been contacted by a supervisor as of yet, to get this resolved.  I have reached out to them directly and you will be getting a call very soon.   We just received the BBB Complaint late in the afternoon yesterday.  I can't guarantee a specific callback time frame as I don't know their schedule and I don't want to give you misinformation or promise something that I can't, so I have to propose a window of time, which we typically need to allow 48 hours to contact you.  BBB response time is 10 business days, however, I responded the same day.   You will be contacted very soon. 

  Respectfully, 

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  MY NAME IS **** J. *****. IN 2004 I PURCHASED A GIFT SET FROM YOUR COMPANY. I WAS A GRADUATING SENIOR AND THE CAP AND GOWN $35. I BOUGHT A RING LESS THAN $100. SOMEHOW ON MY END THE TOTAL CAME UP TO $700. FOR A FEW ITEMS.

  Business Response

  Date: 01/02/2025

  Hello ****, 

  Per our phone conversation today, I am looking into this to see what we have for records from 20 years ago and will get back to you with an update within 48 business hours.  the local representative's office is closed until 1/6/24 for the holidays, so it will most likely be Monday when I get back to you, now.   If I do have any updates before that date, I will contact you. 

   

  Respectfully, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On August 2nd, 2024i place an order in the total amount of $726.99 for a high school class ring. I selected 12 interest free payments. I made 8 payments, from August 2, 2024 through December 8, 2024. Each payment was $60.34. The total i have paid $482.72. The tracking for the ring says it was delivered on 12/13/2024. But it was sent without a signature for delivery. And I did not receive it or it was stolen are it was marked delivered. Although I did not place my order through a vendor Jostens says they cannot do anything to help me, that I need to speak with their local vendor. Who is not getting in contact with me.

  Business Response

  Date: 12/19/2024

  Good morning ******, 

  I apologize for the issue you had with receiving your package.  It looks like you called into our corporate office this morning and have already gotten this taken care of.  I see that the refund request has been submitted, and a Lost in Mail letter has been sent to you to sign and return, stating you never received the ring.  The refund in full has been requested for the amount you have paid at this time.  It looks like another payment attempted to come out again today, as that would have been the next scheduled payment, however that payment was unsuccessful, along with one payment in November and September.  I will request that the payment plan be cancelled as well.  

  Thank you, 

   

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 12/19/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Yes, I did speak with someone, *****(and later another consimer affairs ladt, name I cannot remember) that was finally willing to assist me in getting a refund after 4 days of being told to "awaiting a response." The second **** made a request to their accounting department to refund to my CC 

  I am currently awaiting for clarification of the email I received stating a "request" to refund to my CC means it is being completed or if I need to wait 3 weeks for a check to be processed. 

   

• Initial Complaint

  Date:12/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered a school ring for my daughter in March of 2024. the order was late and i dint arrive in time. ongoing efforts with the company. my daughter graduated in may. this is the 3rd time sending back the ring. the last time sending back was Nov 14, 2024. we still do not have the ring. please help.

  Business Response

  Date: 12/16/2024

  Good morning *****, 

  Thank you for contacting us regarding the status of the ring you sent in for repairs.  I am sorry you still don't have the ring.  I have passed this on to the ******************* and have asked them to contact you in the next 48 hours with an update. 

  Sincerely, 

   

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 12/23/2024

   I am rejecting this response because: I have received an email from them on Dec 13, 2024  indicating my delivery would be the week of February 8th and that the ring was lost. i have not been notified otherwise.  I think that is unreasonable considering I've been waiting to place this on my daughters hand since she graduated in May 2024.  March 2025 will make this 1 year of original order. 

  I also have asked through talking with someone over the phone at the time they indicated the ring was lost for an extra discount of at least 50 percent but have not gotten a response to this matter yet.  The school my daughter graduated from is no longer working with Jostens Canada im sure due to these reasons.

  The order should be rushed and prioritized.

   

  
  

  Business Response

  Date: 01/02/2025

  Good morning, 

  Thank you for contacting us regarding the status/time frame of your ring.  I have passed this on to the ******************* again, as you will need to work with them directly.  I have asked them to contact you in the next 48 business hours to address these issues.  Otherwise, you can contact them at ************ and follow the prompts for the *******************. 

  Respectfully, 

   

  Consumer Affairs -Jostens 

  Customer Answer

  Date: 01/10/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  i spoke to a to ******* and they have sent the item out in the mail and has offered me a discount of 300 dollars.  i am awaiting both items in the mail.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Jostens offers a warranty on their products that covers free ring sizing, warranty work is done at their ******, ** location. I live around 30 minutes from this location and have gone to this location to have work done on my ring in the past. According to Jostens now they will not allow anyone to come to this location to drop off/ pickup items for warranty work.The issue here is that I have to send my item through the mail and insure it. If the package is lost or doesn't get to Jostens then I am responsible for getting it replaced. Same if the item leaves Jostens shipping back to me which I also have to pay for. Also on the site it states that there are instances that during warranty work an item can be damaged beyond repair. Jostens will also not cover that. Why am I not able to come to the ****** Location to ensure my property is delivered and pick it up and inspect it then make sure it is safely back in my possession. This is very poor customer service making customers pay more for service/ warranty just to ship it there when the location is so close to me.

  Business Response

  Date: 12/09/2024

  Good morning Mr. *****, 

  Thank you for reaching out to us regarding the issue you are having with the shipping of your ring for warranty services.  I have passed this on to the ******************* supervisor and have asked to reach out to you within the next 48 business hours, 

  Sincerely, 

   

  Jostens - Consumer Affairs 

  Customer Answer

  Date: 12/09/2024

  The warranty department called and said it changed in ********* because they had a gentleman that would sit at the front and assist with this process and he no longer works there. I explained that it costs me $20 to ship the ring each way to get it resized total of $40. I explained that I didn't know what size it needed to go to, and would need to go to a jeweler to get my finger sized and while I was at the jeweler I could just have them resize the ring. I was told that Jostens uses special gold, or special coating for the white gold... I was also told that the stone at the top of the ring could fall out or be broken if I did that. I don't know how Jostens could have a special type of white gold or a special coating that no one else has. Since the call was going no where, I explained that I would submit my feedback through BBB with how the call went. Then the representative let me know that I could get in contact with the district representative and they could assist me with getting my finger sized and ship the ring to Jostens for warranty.  I reached out to them and he let me know that I was given his personal number and has no involvement with the warranty process with Jostens. I clarified that Jostens does NOT use special gold or specialized coatings that only Jostens has access to. He said that it was entirely up to me where I get my ring resized, but if I do get it sized somewhere else that it would void the warranty. I was told by both the *** in the warranty department and the district rep that if something did happen to the ring and the warranty was void due to Jostens not doing the work, I would pay a "remake fee" which was around $100. Which leads me to a decision of do I take it to a Jeweler and pay close to the same price to have it resized and get my ring back in less than a week. Or do I pay to ship my ring to Jostens, wait the 4-12 weeks to get it back... I feel like I was given the District ***s phone number to just get me off the phone. 

  
  

  Business Response

  Date: 12/11/2024

  Good afternoon *******, 

  Thank you for sharing the communication you had with the other departments and what information you were provided by them.  I am going to leave this choice entirely up to you, but if you would like to have the ring resized  by Jostens after you are able to get to a jeweler to determine what size you need your ring to be, I would be willing to reimburse you for the shipping of your ring, as you stated it would cost you $20 to ship it to ******.  ************* insured shipping is sufficient, overnight isn't necessary.  Once the ring is completed, I would add overnight return shipping to your ring at no cost to you, in this instance.  I would be able to submit a refund check to you which would take about 3-5 weeks, due to the holidays.  Also, the resizing of the ring may be able to be expedited, we just don't want to guarantee a date at this point, due to the Holidays and the numerous shipments we have going out this time of the year. I will note your account with this information and contact you at the beginning of next week to see how you would like to proceed.  

  I'll be in touch.

  Thank you, 

   

  Consumer Affairs - Jostens