We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Jewelry Manufacturers

Jostens Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Manufacturers.

Complaints

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

Find a Location

Jostens Inc has 39 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 183 total complaints in the last 3 years.
    • 66 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/26/2024

      Type:Service or Repair 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.
      Today, Nov 26 2024. I tried to order pictures of my grandson from the Jostens Inc. While on the site I decided to order last years pictures too. Right under the photo I touched were the words archived. Apparently when you hit the photo automatically archives them and then you must pay $5 to look at them again. So I paid with my credit card. Then I selected my pictures and tried to order them but it would not let me. Several times. Something is definetly wrong with that system. It's only $ 5.oo from me. But how many others are getting cheated?

      Business Response

      Date: 11/27/2024

      Good morning *****, 

      I apologize you are having issues ordering previous years photos.  I have passed this on to the supervisor of the **** Department to make sure a specialist reaches out to you in the next 48 business hours, by the end of the day on Monday, as our office is closed Thursday and Friday for the holiday.   It may be sooner, but I don't want to over promise, as I don't know their schedule and availability.  

      Respectfully, 

       

      Consumer Affairs - Jostens 

    • Initial Complaint

      Date:11/08/2024

      Type:Delivery 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 sent in my 2022 high school class ring to be resized and it was confirmed to have been received on September 5 (order number ********). In that email, I was told Id be receiving my ring back approximately on the week of November 2. On September 18, I received another email saying my ring was resized and on its way back to me. That was the last email I had gotten. I had not gotten any tracking information also. So, I called today, November 8, to check on the status since this week would have been the latest I would have gotten my ring back. They informed me that my ring was not delivered to my address and they did not know where it was. This means they would have to create a new ring and ship it to me, but the representative didnt give me a reference number to keep in case I needed to call back. I am seeking another ring with the same, exact details as my previous, or a full refund of the amount paid in 2021. When the replacement is started, I demand constant communication and instant tracking with insurance when it is shipped off. This is ridiculous that I was not informed of my precious jewelry lost or stolen in transit for almost 2 months.

      Business Response

      Date: 11/11/2024

      Good morning, *******, 

      I apologize for the issues you are having with the delivery/receipt of your ring.  I have passed this on to the ******************* supervisor to look into this and contact you within the next 48 hours. 

      Sincerely, 

       

      Consumer Affairs - Jostens 

      Customer Answer

      Date: 11/19/2024

       Better Business Bureau:


      I received a call last week from ******* in the warranty department to confirm my issues and reassuring that my replacement ring will be made soon and delivered to me.

    • Initial Complaint

      Date:11/07/2024

      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.
      I made an order on 4/23/24. My order number is W97019932. I accidentally selected the wrong school as my daughter's school is Creekland Middle and I didn't realize there were two Creekland middle schools in ***I had the order canceled by the school but was only refunded $55 but I paid $58.99 Are u able to issue the rest of the refund?

      Business Response

      Date: 11/07/2024

      Good afternoon Vaniesha, 

      Thank you for contacting us regarding the remaining refund that you are requesting.  Yes, we are able to refund you the remaining 3.99 for the service fee.  I have submitted the request for the refund and requested that you received an email confirmation once it has been completed.  It may take 7-10 business days for it to be completed. 

      Thank you, 

       

      Consumer Affairs - Jostens 

      Customer Answer

      Date: 12/16/2024

      I was told a refund was issued to my card for the service fee but I dont see it on my card yet. Was the refund issued?

      -******** ****

      Business Response

      Date: 12/16/2024

      Good morning Vaniesha, 

      I have passed this on to the ******************* supervisor and will as her to contact you regarding the status of your additional refund within the next 48 hours. 

      Sincerely, 

       

      Consumer Affairs - Jostens 

    • Initial Complaint

      Date:10/07/2024

      Type:Product 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.
      On October ******* I ordered a yearbook for my son who attends *************************. I paid $18 plus tax and fees. When the yearbooks came in they left my son's entire class out of it. They were supposed to reprint them and send them out and have not. I confirmed with the school they haven't reprinted them and nobody will get back to them either. At this point in time I just want a refund. I called them 3 times in the last two weeks with a promise of a returned phone call and nothing! I don't want a yearbook that my child is not in or his class! I emailed them as well and got no response.

      Business Response

      Date: 10/08/2024

      Good morning ****, 

      I apologize for the issue you are having with getting a response regarding the status of the yearbook you ordered.  I have passed this information along to the yearbook division.  A specialist will be reaching out to you regarding this issue within the next 48 hours, or sooner.  I don't know their schedule and I just don't want to overpromise the response time. 

      Thank you, 

       

      Consumer Affairs - Jostens

      Customer Answer

      Date: 10/08/2024

       I am rejecting this response because:

      I heard the same response for the last 3 weeks and have not received a phone call yet! One of the people I spoke to was a supervisor named ****.

      Business Response

      Date: 10/14/2024

      Good morning ****, 

      I completely understand your reasoning.  I have received communication that you have been contacted and this has been resolved. 

      Thank you, 

       

      Consumer Affairs - Jostens 

      Customer Answer

      Date: 10/25/2024

       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.

    • Initial Complaint

      Date:09/21/2024

      Type:Product 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.
      I purchased a 2025 yearbook from Jostens for my child, ******** ******* who was a junior (presently now a senior) at ********* a ******************** on 02/26/24 for $110. Order #W95487991 I sent an inquiry to Jostens regarding this order because the company has sent me a dozen or so emails to hurry up any purchase a yearbook for Darianna.The response I received was that I did not have an order for a 2025 yearbook and that the payment I made was for a 2024 yearbook. I kindly explained that I never got a 2024 yearbook and nor do I want a 2024 yearbook. My payment of $110 was for Darianna Cerullos 2025 yearbook. Jostens took my payment and I have no product in return. They refused to refund me the $110. They also refused to credit me the $110 towards a new order for the 2025 yearbook. I have sent 6 emails and also spoke to a customer service representative on the phone. I have asked for this case to be escalated to management. I have asked for a return phone call from management. The company has noted provided me with this. I am seeking either a refund or a credit of the $110 towards the 2025 yearbook that I originally ordered. Kindly,***** *******

      Business Response

      Date: 09/23/2024

      Good morning *****, 

      Thank you for reaching out to us regarding the issue you are having with the yearbook for ******** *******.  I have passed this on to the yearbook supervisor, directly and have asked them to contact you within the next 48 business hours to address the issues you are having.

      Thank you, 

       

      Consumer Affairs - Jostens 

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair 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.
      My parents give me a class ring, and recently someone steal my ring and won't replace my class ring I if pay out packet. Very disappointed and misleading. For a warranty

      Business Response

      Date: 09/06/2024

      Good morning *******, 

      Thank you for contacting us and I am sorry your ring was stolen.  Class rings are a very momentous commemoration of our journey and accomplishments and it is disappointing when something like that is stolen.   

      The information that you were provided regarding having to pay for a replacement is correct.  If your ring is lost or stolen with our standard protection plan, you can replace your ring 1 time within 4 years, and we can remake your ring at a reduced cost.  If you had the extended protection plan you would have up to two replacements over a 10-year time frame. When your ring is delivered to you there is a Warranty in the box that states the **************** Warranty covers free resizing, cleaning, refinishing and one-time replace of broken/chipped simulated birthstones, and refers you to the Jostens website for more specific information.    This information is on our website under Jewelry Protection Plan - ***********************************************************************************

        Please contact our ******************* at ************ and choose the warranty prompt if you have further questions.

      Thank you, 

       

      Consumer Affairs - Jostens 

    • Initial Complaint

      Date:08/27/2024

      Type:Delivery 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 order the Basic package yesterday from Jostens for a total of $126.20. I thought that was the cheapest package I could order. However, I realized that I could have just ordered the cap, gown and tassel unit for $34.25. That is all I need. I called them the day after I placed my order to cancel it and reorder just what I needed. They told me I couldn't cancel it because it was due to ship in April. What??? This is August. This is ridiculous and I am very anger and feel misled by their deceptive advertising as the "basic" package.

      Business Response

      Date: 09/03/2024

      Dear Consumer


      Thank you for contacting Jostens,

      We sincerely apologize for any inconvenience this may have caused.


      We have submitted a refund for the amount of $126.20 which will be sent to the address on file:

      This refund will take 7-10 business days to be reflected back into your account, 


      Once again, we truly apologize for any inconvenience and appreciate your understanding.

      Best regards,
      Jostens Customer Service

      Customer Answer

      Date: 09/04/2024

       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.

    • Initial Complaint

      Date:08/19/2024

      Type:Delivery 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.
      *********** graduation items were purchased. Some of the items were shipped directly to home and recieved but most items were supposed to be delivered at the school but these items were never recieved. I have reached out to Jostens many times and finaly got an emai today stating that no refund will be given. It is illegal to charge for items never recieved.

      Business Response

      Date: 08/29/2024

      Dear Consumer
      Thank you for contacting Jostens,

      We sincerely apologize for any inconvenience this may have caused.
      We have submitted a check for the amount of $344.47 which will be sent to the address on file:
      ***********
      ******, AR  72756
      Please note that checks typically take 3-4 weeks to arrive.
      Once again, we truly apologize for any inconvenience and appreciate your understanding.

      Best regards,
      Jostens ****************

      Customer Answer

      Date: 08/30/2024

       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.

    • Initial Complaint

      Date:08/08/2024

      Type:Service or Repair 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.
      In March 2024, I ordered a class necklace for my son (paid in full) who graduated in June 2024. The original ship date for this product was scheduled for the second week of May 2024. Upon checking on the order, the ship date was updated to end of June 2024 due to "manufacturing delays". When June 2024 arrived, the product was delayed again to end of July 2024. Upon finding this out, I reached out directly to Jostens to find out exactly what the delay was. Upon speaking to both the main office and my local representative, I was told the stone (alexandrite) was on back order and the necklace itself is just sitting at the warehouse. A week passed and I checked on the order again, which had been updated again to a ship date of August 9 2024. I again reached out to my local representative to ask if I changed the stone, can I please have my necklace shipped out. I offered a different stone to finally receive this product. Currently, I still do not have this necklace and the shipment date was updated once again to end of August. This is going on 5 months with no product, and no update on when to expect this. At this point, I feel this is misrepresentation of shipping times and I never would have ordered from the company if I knew it would take almost half a year to receive the product, especially paying in full. I would like the company to honor their long-standing commitment to customer service and high quality products by shipping this product (preferably express shipping at this point), and refunding part of my payment.

      Business Response

      Date: 08/19/2024

      Dear BBB,

       

      We have responded directly to the consumer and reached with a resolution, which was a refund, per the consumer, he already requested the dispute of the charge and received it,

       

      Not further action needs to be taken on this order.

      Customer Answer

      Date: 08/20/2024

       I am rejecting this response because:

      I don't understand what the explanation is saying.

      Business Response

      Date: 08/26/2024

      Dear Consumer
      Thank you for contacting Jostens,

      We sincerely apologize for any inconvenience this may have caused.
      We have submitted a check for the amount of $427, which will be sent to the address on file: *************
      *****************. Please note that it typically takes 3-4 weeks for checks to arrive.

      Once again, we truly apologize for any inconvenience and appreciate your understanding.

      Best regards,
      Jostens ****************

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair 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.
      In january i bought graduation items from **** company. For a total of 148 dollars. My daughter left home in march with no contact and dropped out of school. I tried to contact them since march to get a refund before i even recived the cap and gown and other items. They ignorned me would not respond. I tried to contact the regional guy several times. No response. So april came around and i had to pick up the cap and gown from her school i heard no response. Kept contacting them. Nothing. Finally i get a call from someone saying thet only giving me back 31 dollars. By card. They never did that. They then sent me a check in my daughters name that i cannot cash becasue i told them i have no contact with her and the refund needs to be in my name. Again no respose. I tried ********* They told me to contact someone else through email no response. I have been going through this since march with no answers and they just brush me off. I can return useless check to them and product too. I just want a refund of the 148 in my name *************************. No more run round.

      Business Response

      Date: 07/17/2024

      Dear ******,


      Thank you for contacting Jostens, and please accept our sincerest apologies for the inconvenience you have experienced.


      Due to an error, the check was mistakenly issued in your daughter's name instead of yours. We have corrected this mistake and have sent out a new check for $30.00. To further address this issue, we would like to offer you an additional refund of $150.00 as a gesture of goodwill. We understand this may not fully compensate for the frustration you have encountered with our customer service, and we deeply regret any distress this has caused.


      If you agree with this solution, please let us know so we can proceed with the necessary steps.


      Sincerely,
      Jostens Consumers Affairs.

    Jostens Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.