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

  148 E Broadway St Owatonna, MN 55060-2499

• 

  Jostens Inc

  16526 W 78th St # 328 Eden Prairie, MN 55346-4302

• 

  Jostens Inc

  45 W Center St Shavertown, PA 18708-1408

• 

  Jostens, Inc.

  PO Box 3858 Sparks, NV 89432-3858

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:06/02/2023

  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.

  03/23 w89147977 this order was placed by my daughter ******************* on graduation pkg for her son ***** which was never received. now it May 12 and graduation ******* is 05/28 dont understand why i never received all the school keep telling me they dont know when it be ship. finally got a rep on the phone they dont know either. this is very unprofessional, how invitation suppose to be sent out and yall cant deliver on time dont care what date school has set up. this is real upsurb paid all that money of ****** yall can cap and gown on time and any clothing idea but cant even get graduation invitation for children that want to see 2023 symbol to carry around for years and memory this **** no memorial items if i knew this i would have order it someone else and had it sent to my address personal now i got to paid out of pocket to get some invitation made else where hoping i was able to get my inviation in time yall need better customer service that care about the customer

  Business Response

  Date: 06/05/2023

  Good morning, 

  Thank you for contacting us, however a refund was completed on our end on 5/31/23 and an email was submitted with this information to the email address on file on 5/31/23, as well.  If you don't see the credit in the next couple of days, please contact your financial institution as they have their own processing timeframe.  

  Thank you, 

   

  Consumer Affairs - Jostens

• Initial Complaint

  Date:05/24/2023

  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.

  I sent an inquiry on the Jostens website about a yearbook. I didn't know if I had ordered one for my child or not. And before I spent money on another one, I wanted to check if one had already been ordered. I called, was on hold for 25 minutes, so proceeded with the inquiry online. No one ever got back to me and I missed the deadline to order one for her. All the extra yearbooks in the front office sold out in a day. Now, I have a disappointed child with no yearbook and no way to get one because the school can't pay for another order. I wish your customer service people would have replied to my inquiry and I wish I could've spoke to someone on the phone who speaks english. Your rating on this website is very poor and I see why.

  Business Response

  Date: 05/26/2023

  Hello, 

  Thank you for contacting us in regard to the issue you are having.  I have escalated this to a specialist in the yearbook division and have asked them to contact you in the next 48 business hours.

  Sincerely, 

   

  Consumer Affairs  - Jostens 

• Initial Complaint

  Date:05/19/2023

  Type:Product 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 purchased a yearbook for my child in August of 2022 and when I checked the website to follow up, it said that the yearbook had been delivered to my child's school. I contacted my ***** who said that the school received the yearbook and that it had been stolen. I went to the school and spoke with the front office was informed by them that the school could not help find the yearbook or who may have stolen it. I called Jostens customer service and spoke with the representative at 11:28am on May 19, 2023, who informed me the sales associate at the school and that she could solve the problem. I emailed the associate to request that the school find the yearbook that was stolen, replace it, or receive a refund. I spoke to the front office again while waiting and they informed me that they had already spoken to the associate and that she informed them she would not assist in any form.

  Business Response

  Date: 05/26/2023

  Good morning, 

  Thank you for contacting us in regard to this issue.  I am sorry to hear that your child's yearbook was stolen.  I will pass this on to a specialist from the yearbook department and have them contact you in the next 48 business hours. 

  Thank you, 

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 05/26/2023

   Better Business Bureau:
  
  The agent at the school has finally responded and agreed to issue a refund for the cost. I also received a call from another representative at the main jostens office who was extremely helpful. Thank you for addressing my concern and helping me come to a resolution so quickly. 

• Initial Complaint

  Date:05/19/2023

  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.

  I graduated from ***************** in ******, ** on 12/10/2022 with a bachelor's degree with honors. Jostens is reportedly the vendor supplying the diplomas to ****************** I have yet to receive my diploma; and through numerous email communications with ****************** I have been informed that the delay is with Jostens as they have not provided the diplomas to ****************** Other students and I have been waiting five months. I feel this is an unreasonable amount of time. The next class is graduating on 05/20/23. I have attempted to contact Jostens directly through various numbers on their website, and I receive a recorded message each time to either contact the college or my call is simply disconnected. I hope that you are able to help.

  Business Response

  Date: 05/26/2023

  Good afternoon, 

  I have reached out to our diploma department and have asked them to contact you within the next 48 business hours to help you get this issue resolved. 

  Thank you, 

  Consumer Affairs Jostens. 

  Customer Answer

  Date: 05/31/2023

   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:05/19/2023

  Type:Product 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.

  We ordered my daughter's class ring from the representative hired by ********. We ordered the ring in October of 22 and it was paid in full by Feb 23. My daughter asked her school several times when the rings would arrive and they received no communication from the representative. Finally after asking several times I contacted the company myself asking about the ring and the delivery because her Junior year was essentially over and they only hand a couple of weeks left of school. Therefore she had no opportunity to sport her class ring as a Junior. Finally after several phone calls and emails I was told the rep would be mailing the ring to my home address and they would provide tracking. They never provided tracking but the ring finally arrived. **** their supervisor at customer service said they would give me a refund of $250 due to the circumstances and the rep not responding to the school or to the customers. He admitted that he had seen my email several weeks prior and chose not to respond. Low and behold I received the ring and it is incorrect!!! I have sent several emails asking what we need to do about the ring and NO ONE has responded. At this point I want a full refund on this ring as she can not wear the ring and it is not what we ordered. It has been very difficult working with this company and I would like to return the ring for a full refund and never have to do business with this company again. How do I get them to respond to my many phone calls and emails, since we have contacted them numerous times without success! Please help! We spent alot of money on this ring that is not what we ordered!

  Business Response

  Date: 05/19/2023

  Hello, 

  I am sorry you are not satisfied with the ring.  I have escalated this issue to the appropriate department and will have them contact you in the next 48 business hours to provide you with the information on how to return your ring for a refund. 

  Thank you, 

   

  Consumer Affairs - Jostens. 

  Customer Answer

  Date: 05/19/2023

   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:05/07/2023

  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.

  W89554136 Is the order number I ordered my daughters letterman jacket and need to make a correction to the left sleeve changing the 3 to a 17 I called to make the change and was told that the order would have to be canceled and when the order canceled and my refund was issued I could reorder. Order has not changed and now the shipping date is mid June 2023. **************** is not easy to get untouched with. I will be a satisfied customer if this can be resolved and the change be made before shipping

  Business Response

  Date: 05/15/2023

  Good morning, 

  I apologize for the issues with *****'s letter jacket.  I have escalated this issue to the letter jacket department and have asked them to contact you within the next 24 hours. 

  Respectfully, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:05/04/2023

  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.

  Back in January 2023 I ordered my son's graduation announcements, a senior hoodie and pants. This wasn't my first time as I've had two other kids graduate from the same school. They ship apparel shortly after it's paid and announcements in the spring. I have reached out multiple times saying we have no received the hoodie and pants to which they replied saying we'd get a partial refund for the hoodie and pants, and the items shipped with expedited shipping. I gave them 10+ business days since that's what they told me. I reached back out and I'm being told should be anytime. Also, they say the announcements ship at the very end of April and graduation is in MAY!! I am appalled by their lack of customer service with paying customers. At this point I'm worried that I will not receive his announcements on time and then I'm left scrambling to try and do other ones. Jostens Order Confirmation #W87348655

  Business Response

  Date: 05/12/2023

  Hello, 

  Thank you for contacting us in regard to this issue.  It looks like this has been resolved as your order shipped on 5/2 and were delivered on 5/10.  This order shipped later as it was an order placed after the group order deadline and is printed after the group orders that were placed in the Fall of 2022, are printed.  However, we did submit a credit card refund for $102.00 which was completed on 4/21.  

  Sincerely, 

   

  Consumer Affairs - Jostens. 

• Initial Complaint

  Date:05/04/2023

  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 contacted the company within a couple of days of receiving my twins rings last fall. On one ring, the name engraving was wrong. It was supposed to be her first and middle name, not first and last. The other ring had a bent band on it. I gave them my information and they said they would email me a return label so the rings could be fixed.The label never arrived so I called again. This time they attempted to send the label to my email while I was still on the phone. The label was not coming through. So I asked if they could physically mail the return label to my P.O. Box. I was put on hold while the young man I was speaking to received permission from his supervisor/manager to do so. He said mailing return labels in the **** Mail was not usual practice.After a lengthy hold, he returned and said he could mail the return label to my address and confirmed my mailing address. After two weeks I had not received the return label so I contact them again, went through the hold and authorization process again, after them attempting to send it to my email again, and failing. A week later, I received a return label for one child, but not for the other.I packed the rings in a bubble envelope in their original blue boxes with the return label I had received. I waited six weeks and had not heard anything. By this time we're into February. Called again, the company claims the rings had not been returned. I knew this was not true, as I had kept the post office tracking receipt until the info showed it had been delivered and marked my calendar before disposing of it (Clearly I should have kept it. The rings have been there since February 7th, 2023. Neither ring has been fixed and now neither of my twins has a class ring. My deceased mother had left behind money to buy the girls rings, knowing she wouldn't be around to see them go through H.S. or graduate, and now the girls don't have those rings and the company takes zero responsibility for losing them.

  Business Response

  Date: 05/12/2023

  Good afternoon, 

  I am sorry for all the issues that you are having, I have sent this on to the supervisor of our warranty department and have asked them to contact you withing 24 business hours, by the end of the day 5/16, or sooner in regard to this. 

  Sincerely, 

  Consumer Affairs - Jostens.

  Customer Answer

  Date: 05/15/2023

   I am rejecting this response: I have spoke with this company many times now. They deny having any record of all but one phone call. They deny receiving my rings. They tell me the return label was never used. I never received the first labels they were supposed to send me. When I finally did receive a label, I only received one for one child. I returned both rings in the same envelope. Those rings were received by Jostens on February 6th or 7th, 2023, which they deny. 

  They now want me to pay more money to buy the rings back under the lost or stolen program, but they are they ones who initially got the order wrong, have no record of multiple phone calls between myself and members of their team, and have now misplaced or lost my return.

  They take zero responsibility and simply deny that our conversations took place. I should not have to record phone calls with customer service companies to receive fair  customer service. I am a single mother of ********* and do not have the money to replace these rings. Today a supervisor told me my kids would have until November of **** to purchase their own replacements if they choose. They should not have to pay for something their deceased grandmother already paid for as a gift to them prior to her passing.

  This entire issue started because both rings arrived defective/wrong in the first place. One ring had a bent band and the other had the wrong engraving. For what these rings cost, they should have arrived in Mint condition to begin with. What ensued while trying to get them fixed has turned into a debacle of the company denying conversations, returns, or any accountability and simply requesting more money from **. 

  The supervisor I spoke with today apologized more than once, however, an apology is only as good as the intention and action behind it. Clearly this company has zero intention on remedying this situation and expects the customer to pay them more money to fix their errors. I am sad for my daughters.

  
  

• Initial Complaint

  Date:05/03/2023

  Type:Product 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.

  -Order date: 2/15/2023 -Order #:W88321193 -What I ordered and already received: Cap and gown unit, mascot tassel - What I ordered and still havent received: 25 grad announcements, 50 name cards, 2 pack t-shirt bundle (medium)Today is 5/3 and graduation is 5/25 and I have no announcements to send to family. I called Jostens multiple times. 4/11/23: I spoke with ****** and ******* at 12:15 pm. I was told ******************** hasnt turned in date of ceremony yet and they were trying to reach out to the high school for info. A friend of mine spoke with the guidance counselor and he assured her the info was sent to Jostens as per an email between the financial secretary and Jostens. (*************************)4/12/23: I spoke with *** at 11:17 am Explained the high school states they sent in info for ceremony. Jostens still states they need the info from the high school. 4/17/23: I spoke with ****** at 9:55 am. He stated the announcements would be sent to production on 4/27 and 4/28 and then be mailed out. I explained to him I do not want them after 5/1 as I need to send them to family. He stated he would put in a request for a refund, but didnt think it would be approved. (A friend of mine waiting on announcements as well, called and was told she wouldnt receive hers until 5/13)5/3/23: I tried calling at 4:00 pm with no answer. Large call volume per message.My daughters graduation is in 22 days and I have no announcements to send to family. I would like to get a refund for the 25 announcements and 50 name cards as I have to order new announcements and be even more rushed. Graduation is bittersweet and stressful enough for parents and we definitely dont need this to add to it. If you need any other info, please let me know. Thank you, *********************** ************ ************ ****************

  Business Response

  Date: 05/09/2023

  Hello

  Thank you for contacting us in regard to the status of your announcements.  I will have a specialist contact you shortly. 

  Thank you, 

   

  Consumer affairs - Jostens. 

  Customer Answer

  Date: 05/10/2023

   I am rejecting this response because:
  
  I do not want the announcements and name cards as my daughters graduation is in ********************************* February.  Sorry.  Thank you. 

  Business Response

  Date: 05/15/2023

  Good afternoon, 

  I apologize, it was too late to cancel them.  They have shipped and have been delivered, however a refund was submitted for these items on 5/9/23.  I will be completed within **** business days and credited back to the card you used originally when you submitted your order. 

  Sincerely, 

   

  Consumer Affairs - Jostens. 

  Customer Answer

  Date: 05/15/2023

   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:05/03/2023

  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.

  On 3/7/2023 an order was submitted to Jostens Inc. for a Class (****) Locket (L20), for my granddaughter who attends ************************************** in *********, ********. The total for the locket was $487.00 plus a service and delivery charge and tax totaling $534.30. At the time of order it was stated it would be a 12 week window for processing and delivery. I was then notified it would be shipped on or about 3/31/2023. As of today, 5/3/2023, I have not heard anything or received anything concerning said locket. I contacted customer service. I was on hold for about 45 minutes. Spoke to Ban and then his supervisor, *****. Bottom line..the work has not been started on said locket, then the work has been started and they are now waiting on a stone. I want to know when it will be completed and shipped. They are unable to give me this information. No apologies at all. I want to know why I have not been notified of this so called delay with the stone. I want to know if it has even been started and when it will be shipped. Very frustrated and disgusted with this company. The order number is W88853757. Thank you for your time.

  Business Response

  Date: 05/12/2023

  Hello ******, 

  I called and left you a detailed voicemail in regard to this issue and let you know that this should be shipping out soon.  I will send you the tracking number once I have it.  

  Sincerely, 

   

  Consumer Affairs - Jostens. 

  Customer Answer

  Date: 05/16/2023

   I am rejecting this response because:
  
  I spoke to a ******* from Jostens on May 9 who transferred my call to *****, a supervisor. ***** stated my order woul be shipped out on Friday, May 12 via overnight shipping. I then heard from *********, via  voice mail, on Friday, May 12. She stated - the order was delayed because it was shipped  to ******** to have crystals put in, - the order was delayed due to supply chain issues, - the order was delayed due to a difficult time with customs.  So what was the real reason for the delay?  She stated the order would go out the next couple of days, asking the plant to ship as quickly as possible, requesting overnight shipping. Now I have two promises of overnight shipping. It is now Tuesday, May 16 and I havent received the order nor have I been contacted regarding said order.  It has been ten weeks.  I just want to receive an honest answer to where is my order and how much longer will this process take. 

  Business Response

  Date: 05/19/2023

  Good afternoon, 

   

  Thank you for your patience.  Your order was in ****** for the crystals, and we did have delays with customs, however your necklace has been received back to ** now and it is shipping out today.  I will send you an email with the tracking number as soon as I get it. 

   

  Sincerely, 

   

  Consumer Affairs - Jostens.