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: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.

  I ordered my graduation regalia. They failed to send a confirmation email until I called and had them do it. The order number does NOT come up in the system yet they charged my credit card and took my money. My graduation is June 9th and I have not received any update. I am on hold HOURS at a time and no one gets me an answer. These people are a SCAM. They have monopolized Graduation regalia and they take advantage of that. Ruining such special moments in peoples lives. Honestly disgusting behavior and customer service.

  Business Response

  Date: 05/10/2023

  Hello, 

  Thank you for contacting us.  I apologize, that you didn't receive an email, however confirmation emails are  sent within 48 hours of all online orders being placed.  I see that your order has shipped now and it is even before the date timeframe specified on the website before your order was placed,  It states on the website before you pay for your order that it ships within 5 weeks.  Your order is scheduled to be delivered by 5/15, 4 weeks from your order date.  

   

  I will have an email sent to you with the tracking number so you can see when to expect your package. 

   

  Sincerely, 

   

  Jostens 

• Initial Complaint

  Date:05/01/2023

  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.

  Rude and abrasive customer support emailed customer support havent heard back for 2-3 weeks now Simply want to either get a refund or pay expedited shipping so that the stuff I ordered arrives as it takes them nearly 2 months to ship my item.The stuff they make is cheap and rips upon first use.Shouldnt be this difficult to get ahold of customer support. Just want contacted so this can be made right.

  Business Response

  Date: 05/11/2023

  Hello ****, 

  I apologize for the delay in getting back to you and appreciate your patience.  It looks like your order was delivered on May 8.  Please let us know if need further assistance. 

  Consumer Affairs - Jostens.

   

  Customer Answer

  Date: 05/16/2023

   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:04/25/2023

  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.

  On 03/29/23, I placed an order for my regalia. Although I knew my order would take up to five weeks to arrive, on 04/21/23, I received an update indicating that my order had been shipped with a tracking number of 1Z23X47R0359007526. After checking for days, *** kept stating that the tracking number was not valid when I checked online. I have contacted this company at least ten times. Each time, I have waited on hold for more than 30/40 minutes. I sent an online request for an update yesterday. There has been no response from them, and I paid $193.29 for this order, which will be used to celebrate my doctoral graduation, so I would like to know when my order will be delivered and to make sure it *************** are needed, they can be made in time. If possible, I would like to make confirm my hood is included as well as the color of the ******* and or accents since they do not provide any description of those colors.

  Business Response

  Date: 05/04/2023

  Good afternoon, 

  In reviewing your order, it shows that your package was delivered on 4/29. I apologize for the delay, as the package was on the truck on 4/21 but it was not scanned by *** until 4/22.  Please contact us if you have further questions. 

  Sincerely, 

   

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 05/04/2023

   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:04/24/2023

  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.

  We ordered graduation invitations. The order was placed and paid for back in February. Graduation is May 25th. I have yet to receive the invitations. I reached out to *********** and was told they were on hold because the school had not verified the date and time. I then contacted the school and was forwarded the e mail of confirmation of date and time back in November. I contacted the company again and was told they would be delivered May 13th. I placed a request for a refund since I would not have enough time to get them Mailed out to which I was told "they can be mailed out 4-6 weeks after graduation, this is to announce a graduation, not invite people so we can not give a refund" I am now out even more money from Having to order from another company.

  Business Response

  Date: 05/02/2023

  Good afternoon, 

  I have reached out to a specialist, and they will be contacting you in the next 24 hours in regard to your cancellation request, so we can verify the items you want to cancel. 

  Thank you, 

   

  Consumer Affairs - Jostens

   

  Customer Answer

  Date: 05/02/2023

   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.  I will give the company time to resolve this issue.  

• Initial Complaint

  Date:04/21/2023

  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.

  I ordered gavel guard pins on March 6, 2023. They shipped the item on March 15, 2023 to **************************************************************************. I moved from that location 5 years ago. I gave them my shipping address of ************************************************** on the order. Some ignorant person used the wrong shipping address. I have called them 3 times regarding my order I have yet to get a return call. I also have yet to get the order and it is now April 21, 2023. Why do I have to continue to wait for my order when it was do to their incompetent employees. I asked to speak to a supervisor but was not given that opportunity. *** tracking number 1Z5XE6390316530677

  Business Response

  Date: 05/02/2023

  Good afternoon, 

  I have reached out to this department, and they will be getting in touch with you within the next 24 hours, or sooner.

   

  Sincerely, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:04/14/2023

  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.

  On March 27, 2023 I ordered College Graduation Announcements from Jostens - order number W89227810 for $94. I received the announcements on April 11th. There was a printing error which offset the location to the graduation to the far left of the rest of the announcement which was centered. I called Jostens on April 12th but was on hold for 40 minutes without speaking to anyone. A computer kept saying customer service was busy. Finally i hung up and after a good bit of searching found an online complaint form with Jostens that same day. I filled it out but haven't heard back. I attempted to call on April 14th early in the morning but have been on hold for an additional extensive period. I want to have the announcements reprinted without the error (caused by Jostens) so they can be mailed out in a timely manner before graduation on May 27th. I will also be filing this with my credit card company.

  Business Response

  Date: 04/20/2023

  Hello, 

  Thank you for contacting us.  I apologize for the long hold time, this is a very busy time of year and the wait time is a bit long right now.  I have sent this on to a specialist and I am asking them to request to have your announcements reprinted and to request an expedite and add express shipping, once they ship out.  I will have the specialist provide you with the tracking once they have it, by email, also.  

  Thank you,

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:04/14/2023

  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 purchased doctoral graduation regalia. My graduation is June 9, 2023. I paid for everything on February 28, 2023. I received an email stating that my package would be shipped on April 4. April 4th came and I received an email stating that it would be shipped April 21. I got an email on April 13, saying that it will be shipped on May 1. Each time that I call, I am on hold for over an hour and I can never get a straight answer. I want my husband to be able to make it to my graduation. He is stage 4 cancer. I am so stressed from this entire transaction from Jostens. I too am a cancer survivor of 3 years. I am trying to keep my stress levels down. This is too much for me. No one can give me a straight answer. I am pleading with you to please, please make them send me my package over night. I would be so thankful.

  Business Response

  Date: 04/20/2023

  Hello, 

  To follow up with our communication by phone and email, the order has shipped and will be delivered soon.  The specialist you spoke to will continue to watch the tracking number and will update you once he sees movement on your package. 

  Sincerely, 

   

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 04/20/2023

   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. I will not be satisfied though, until I receive the package.

• Initial Complaint

  Date:04/10/2023

  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.

  Date of the transaction: October 31, 2022.Amount paid: $126.25. (35 announcements, $54.25; cap, gown and tassel, $43.00; keyring, $16.50; keepsake tassel, $12.50). I received the keyring and keepsake tassel on 10/31/2022...because I paid for all of these items.Committed to provide to me: Cap, Gown, Tassel, and 35 graduation announcements by the end of March 2023.Nature of the dispute: The representative, *********************** from ********, was at our school on 10/31/2022, took my order form and money. The representative failed to submit the order but managed to pocket my money. To date, ******** has failed to provide to me the items I ordered and paid for, except the keyring and keepsake tassel. Whether or not the business has tried to resolve the problem: I have received several automated responses to my emails that commenced 3/31/2023. On 4/10/2023, I received automated emails from ******** wanting the same information I previously emailed on 3/31/2023, 4/1/2023, 4/3/2023 and 4/5/2023. Now they want to connect me with their consumer affairs department. They have multiple copies of the order form.Account or order tracking number: The representative, ***********************, didn't provide me with any such information.

  Business Response

  Date: 04/13/2023

  Good morning, 

   

  I spoke with the local representative, and he was reaching out to you on 4/12, to get this resolved.  This should be resolved.  

   

  Sincerely, 

   

  Consumer Affairs - Jostens. 

  Customer Answer

  Date: 04/13/2023

   I am rejecting this response because:  It is 7:01 p.m. on Thursday, April 13, 2023.  I have not heard from the representative...at all.  No email, no call, no smoke signals.  The representative ***********************, clearly has no interest in resolving this matter.
  
  
  

  Business Response

  Date: 04/20/2023

  Good morning, 

  I apologize that you haven't had any communication at this point.  I have reached out to the local representative and have told him to contact you as soon as possible, today, if at all possible. 

  Sincerely, 

  Consumer Affairs - Jostens

  Customer Answer

  Date: 04/20/2023

   I am rejecting this response because:

  The representative has had ample opportunity to reach me via email and telephone,  neither of which has happened.  Clearly,  he and ******** have chosen a path of abysmal customer service. 

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  02/27/2023 $69.99 For a high school cap and gown They have not resolved this issue and have not given me a refund when I have been asking them for one all day on 04/04/2023

  Business Response

  Date: 04/05/2023

  Good afternoon, 

  I apologize, as explained to you previously, the refund will be completed once we receive it back from the school, if they aren't able to release it to you early.  When we have received our inventory from them and verify that the cap and gown hasn't been distributed the local representative will submit a refund, and that should be able to be completed by the end of this month per the local representative's communication that I received.  I apologize, but the school has a very strict policy and these are their guidelines, as to how/when to hand out the cap and gowns.  If you need further assistance, you could reach out to the senior advisor at the school. 

  Thank you, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:04/03/2023

  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.

  Jostens has has my wife's ring for over 3 months and will not do the work on it. I want the work agreed upon to be done and the jerking around to stop.

  Business Response

  Date: 03/29/2023

  RE: Better Business Bureau Complaint ********
  This message is a response to Better Business Complaint ******** filed by *********************. We would like to extend our apologies for his recent experience with us.  It is our understanding that **************** did not have a positive interaction when he first called in to our contact center earlier this month.   However, it does appear **************** was able to connect with our specialist, ******************, and after speaking with her, she was able to assist him with his wifes ring order to his satisfaction.
  
  We sincerely appreciate ****************** communications with us, and for allowing us the opportunity to complete the work needed to successfully fulfill the ring order for his wife. We respectfully request that this case be closed as satisfactorily resolved.
  
  Thank you.
  
  Respectfully,

  ****************** 
  Jostens ************* Department

  
  

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  You have had this ring for 3 months already. It also seems you do not care about your customers. Many promises made, but in reality none kept.

  The promise that my wife's ring and mine could match, you will not deliver.

  Instead we had to choose a different ring for her.

  This was the whole point of getting a ring from Jostens but no one seemed to care about this even though I was promised it would not be an issue.

  Another suggestion for you, have your people actually make notes on changes being made. There was no sense at all for me having to provide the same information again and again.
  

  If you had read the notes, you would have seen that I am ****************, not ****************. This is just an another example of your company's lack of detail here.

  I will keep waiting for this ring and we will keep this issue open until it is received and in the correct job completely done.

  I have a ring from you and also my regalia as well. 

  Things sure have changed with this company but when I told a rep this, her response was to hang up on me.

   

  This way others can see how you treat your customers.

  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 04/03/2023

  Good afternoon,

   

  I apologize for the delay and want you to know that I have passed this information on to the warranty department who is handling this process.  I have asked them to contact you in the next 48 hours with an update.  

   

  Thank you for your patience. 

   

  Respectfully, 

   

  Consumer Affairs - Jostens 

  Customer Answer

  Date: 04/03/2023

   I am rejecting this response because:
  
  They called me and attempted to get me to keep waiting until they actually started doing something. Right now I dont have any faith in them. I told them that they could get the work done and then I would close the complaint and their response was to end the call. No evidence of customer service or any level of support at all.

  Business Response

  Date: 04/04/2023

  Good afternoon, 

  Thank you for your response.  Just to reassure you, we have a tentative ship date of 4/15/23, pending on passing the quality inspection, we have added overnight shipping to your order and you will get a tracking number once it ships out.   Again, the ship date of 4/15/23 is a tentative ship date and we are doing our best to get this out to you as quickly as we can. 

  If you have further questions in the meantime, you can reach our warranty department directly at **********64 and choose the warranty prompt.  

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 04/04/2023

   I am rejecting this response because:
  
  I have no faith in this company right now. If you go onto ******** you see the same kinds of stories. I am not the only one who has issues with them. They have been making empty promises before and I simply dont believe them. I am fully expecting them to come up with another excuse. So we will keep this open until they actually start keeping their word and do the job that was promised. When I told them that I wanted some kind of proof that the job was being done, they refused and ended the call. I thought a call from them would actually do something, instead it was another attempt to get me to allign with what they wanted. No evidence of customer service or support anywhere. ********************** used to really care about their customers. But no longer.