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:02/17/2023

  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.

  We ordered a class necklace that my daughter wasnt happy with. I contacted jostens rep *** and told him. He told me to pick something else and dont worry about price difference they will right it off. We picked out a class ring in exchange. Ive text ***, left messages and he ghosted us. I have called the corporate office twice to let them know of situation and asked for manager to call me. One time they told me a manager would call me back. The second person I talked to told me to keep calling *** and a manager would not call me back. I just want what was promised to me. We picked a ring like he told us to do but then no call back nothing from ***. I just want what was promised.

  Business Response

  Date: 02/20/2023

  Good morning, 

  I have sent you two emails which I haven't received a response from,  in regards to this issue.  One email was dated 2/7/23 and the second one dated 2/8/23.  The new order for the ring was started and expedited.  It looks like the ring was shipped out to you on 2/11/23.  If you have further questions, please contact your local rep or reply to my email.  Also, I have some questions that still need to be answered in the emails I sent you.  Please review the emails and reply.  

   

  Thank you, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  Date:02/15/2023

  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.

  My son is a high school senior and the ******** sales representative for his school is *****************. I paid over $500 for my son's letterman jacket on the ******** website via credit card on October 19, 2022. Estimated delivery was listed as 8 - 10 weeks. On January 11, 2023, I emailed ***************** inquiring as to the whereabouts of the letterman jacket. His office manager, emailed me back the next day and said it shipped from the plant the previous day and it should be arriving any day. The jacket arrived at our home on January 17, 2023 and there were several errors. My son's last name was spelled wrong and there were two other errors involving the patches that can be seen in the attached pictures. The letter Y on the front of his jacket was supposed to have a basketball and a baseball, but instead, it has a basketball and the word BASEBALL. This same day, January 17, 2023, I emailed ***************** to let him know about the errors and I believe it was his office manager, ***********************, that responded saying she would contact me the next day.**************** did in fact contact me, apologized for the delay, asked if I had received a **** gift card from their company, and sent me a return label the very next day. I told her I haven't received any **** gift card, she said she would, in fact, get two of them and see to it that I received them. She guaranteed me "a 14 day turn around" on the repairs, as well. I returned my son's letterman jacket to the factory on January 19, 2023 and it arrived at the plant on January 23, 2023. As of today's date, I have received neither a gift card NOR my son's letterman jacket. I have spoken with three customer service representatives at the ******** plant since February 9, 2023, one customer service shift manager, plus ***********************, ********************* office manager. The issue is not resolved and I am told the "estimated" ship date for the repaired jacked from the plant is March 3, 2023. The customer service manager's name is ******.

  Business Response

  Date: 02/15/2023

  Good afternoon, 

   

  I am sorry to hear this hasn't been resolved yet.  I have forwarded this information on to a Supervisor in the **** divison and have asked them to contact you ASAP, and in the next 24 hours if possible. 

   

  Thank you, 

   

  Consumer Affairs - Jostens

• Initial Complaint

  Date:02/03/2023

  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.

  My son is a senior. We ordered his letterman jacket on 10/14/2022 and were guaranteed to have it by **********. In January, I called to find out where it was... It took forever to get a phone number that someone would answer. The lady told me she would look into it, and then called and said that my son's jacket had mistakes when the received it from overseas, where it is made, and they had to ship it back on 12/14/2022. This was 1/23/2022, and she told me it should be here any day. We live in ***********. It is only cold (ish) for just a few months. If he does not get it soon, he will never even be able to wear it. He graduates May 6, 2023. And as most of us know, he will not wear his letterman jacket when he is off to college. I understand mistakes. I truly do. but my son asks me every single morning to check on the jacket. he worked hard for it.... he wants to be able to wear it like his other classmates. It just breaks my heart... and the worst part is... I can get no response when I email.... except for them to ask me for my order number, which I do not have, and told them so. I gave them his name, the school's name, the town and state. I don't understant why they couldn't have had the jacket repaired here in ******* once it was received and they saw it was incorrect. It takes a long time to ship it back overseas then get it back. I have emailed telling them i will even pay expidited shipping! I'm just really upset about it. He's only in high school and letter in basketball once.... and he'll never even get the chance to wear his jacket. I would ask them for a refund.... but I'm afraid then they would not ship the jacket at all!

  Business Response

  Date: 02/06/2023

  Good afternoon,

   

  I apologize for the issues you are having, and I understand the urgency of this issue.  I have sent this on to a Supervisor at the **** Divison and will ask them to contact you withing ***** hours or sooner if possible. 

   

  Thank you, 

   

  Consumer Affairs - Jostens

• Initial Complaint

  Date:01/12/2023

  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.

  My daughter was graduating in May 2021. I ordered A package deal which included a graduation ring. We were never called to pick up the ring they said would *********** weeks. When we called they never answered the phone and if you went in person the location was locked and no one was available. The website says that is permanently closed so I didnt know where to turn until i saw this website that I could possibly file a complaint. Jostens is a very big company and several people complained on their website reviews as having the same issue. We just want her graduation ring. The order was under *********************** class of 2021 *******************

  Business Response

  Date: 01/12/2023

  Good afternoon,

  Thank you for contacting us in regards to your daughters ring.  A specialist will be reaching out to you within the next 48 business hours, or sooner if possible, to let you know the status of her ring. 

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  It has been over 48 hours since that last message was received I have yet to hear back from anyone. I suppose this is a trend with not responding to email telephone calls and vanish like a circus in the middle of the night. Some single mothers work extra hard to provide for their kids and here is a large company stealing from me. 

  Business Response

  Date: 01/17/2023

  Hello ********,

  We sent you an email on 1/12 in regards to your order.  It is scheduled to be shipped about 2/10/23 to your home address.  I will resend the email along with the information for you to go to our website so you can verify the order and watch for the tracking number, once it ships.

  Thank you,

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 01/18/2023

   I am rejecting this response because:
  
  Although theyre sending out a ring on 2/10/2023 the order is wrong, name is NOT spelled correctly! I emailed them back to make changes to the order, Ill wait to hear back from them. They also didnt include the correct design on the order, its supposed to be a panther and it looks like a dog. ************* on the other side not some emblem for track or whatever it is. I sent them a template with the correct design maybe Ill receive the correct ring designed the way we wanted it in 2021. 

  Customer Answer

  Date: 01/18/2023

   I am rejecting this response because:
  
  Although theyre sending out a ring on 2/10/2023 the order is wrong, name is NOT spelled correctly! I emailed them back to make changes to the order, Ill wait to hear back from them. They also didnt include the correct design on the order, its supposed to be a panther and it looks like a dog. ************* on the other side not some emblem for track or whatever it is. I sent them a template with the correct design maybe Ill receive the correct ring designed the way we wanted it in 2021. 
  

  Business Response

  Date: 01/18/2023

  Good afternoon,

   

  I have passed this on to a specialist and they will be contacting you within the next 48 hours if they haven't already, in regards to this, and they will get this resolved for you. 

   

  Consumer Affairs - Jostens

   

   

  Customer Answer

  Date: 01/19/2023

   I am rejecting this response because:
  
  Although I have received an email and phone call from the business I havent received an updated order confirmation number will accept when I fully receive my merchandise. 

• Initial Complaint

  Date:12/29/2022

  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 one (1) customized Colors ********** Edition Uploma showing the *************************** (Order # W85490389), from Jostens, on October 13, 2022 for $320.00. The website states that it normally takes 20 business days to deliver the item. It is going on three (3) months and I still have not received it. I have called Jostens on five (5) different occasions and all they give me is the runaround. They refuse to deliver the item. I want them to deliver the Uploma, that I paid for, immediately.My physical address is ****************************************************************.

  Business Response

  Date: 12/30/2022

  Hello,

  Thank you for contacting us in regards to the Uploma you haven't received yet.  I am working with a specialist on this and they will be in touch with you within 48 business hours, or sooner.  Our offices are closed on Monday so they will get in touch with you by the end of the day 1/4/22 at the latest.  I do see that we shipped both the Uplomas out to you one - this one was shipped on 11/7/22.  The *** tracking says that this one was refused and returned to us.  I'm not sure why they would ************ and not the other.  Please be assured, we are working on getting this out to you as soon as possible.

  Thank you,

   

  Consumer Affairs - Jostens.

  Customer Answer

  Date: 01/12/2023

  ******************,

   

  RE: Complaint ID ********
  
  ******** did contact me and did send my Uploma to me however they etched the wrong year of my graduation on the item. They etched my graduation year as "2020," when the order form clearly showed my graduation year as "****." Idk if this was due to their own incompetence or done intentionally for formally complaining about them to you (the BBB) and the consumer protection division of my state's attorney general's office (*****). Regardless, I contacted ******** and alerted them of the error. They apologized profusely and stated that the error was regrettable. They stated that they would replace the Uploma ASAP however they could not give me a firm or general timeframe. 

   

  Feel free to contact me if you have any questions or concerns.

   

  Thank you for your assistance and persistence.  

   

  ************************

  Business Response

  Date: 01/12/2023

  Good afternoon,

  Thank you for contacting us regarding the status of your Uploma.  It looks like the corrected Uploma shipped out today.  A specialist will be sending you an email with the tracking number, so you can follow the website and know when to expect your package.

  Respectfully,

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because: I am supposed to receive the Uploma today. When received, and inspected, I will contact the BBB with my findings.

  Thank you for your continued assistance and persistence.
  

  
  

  Business Response

  Date: 01/17/2023

  Hello,

  Please provide an update when you receive your package. 

   

  Thank you,

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 01/18/2023

  Date Sent: 1/18/2023 12:34:55 PM
   I am rejecting this response because: Amazingly, Jostens sent me another Uploma with the exact same error as the first Uploma. The Uploma lists my graduating year as 2020. My graduating year is ****, as I listed it on my order form. Idk who I need to contact to get Jostens to deliver my Uploma with the information provided on the order form. This is beyond frustrating. 
  
  
  

  Business Response

  Date: 01/18/2023

  Good afternoon,

  We are looking into this and this is being addressed.  A new order has been requested to be completed as soon as possible.  I am truly sorry for all the issues you are having with this Uploma.  We have gotten a number of people involved to ensure this gets corrected and sent out to you correctly, and as quickly as we can.  The agent you communicated with this morning will be in contact with you again, with an update once we have an expected ship date.

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 01/19/2023

  I am rejecting this response because: I am still waiting on the corrected Uploma. Once I receive, and inspect, the third Uploma I will contact the BBB. The Uploma has to say "Class of ****," as indicated on the original order form for the item. Currently, they have sent me two Uplomas, both with the same error, "Class of 2020," inscribed on the item. I sent one of the Uplomas back to Jostens. I will send the other one back to them once I receive the corrected one.

  Thank you (the BBB), again, for your assistance and persistence. 
  

  
  

• Initial Complaint

  Date:12/20/2022

  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 letterman jacket on Oct 13,2022. This item was paid in full. The company states they shipped it Nov 18, 2022 however there is no tracking number. My husband and I have called several times. The reps hang up on us. We have emailed and left several messages. The jacket was $455.00. I will attach the proof of purchase as well as a receipt and order number. We cant get anyone to call us back and have been trying effortlessly for weeks. Thank you for your assistance.

  Business Response

  Date: 12/21/2022

  Hello ******,

  I will need some order information so we can look into this further, please.  Order number, name on the order, student name, name of the school, etc.  Something so we can look the order up.  I left you a voicemail with this information and my contact phone number and email address to provide the necessary order information.  Once I get that, I will pass it on to a specialist and ask them to look into it and contact you within 48 business hours, sooner if possible.  We are closed 12/23-12/26, returning on 12/27/22, for the Holiday. 

  Respectfully,

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because:
  
  I called ********* back and was only able to speak to an assistant. I was told she would return my call promptly however no one has reached out. This is the typical communication and why I sent in a complaint. No one will help resolve this issue. 

  Business Response

  Date: 12/22/2022

  Good morning,

  I still don't have a name of a the student or the school or an order number, so  I had to do some research to find this information out and who you spoke to.  I have spoken to the specialist you talked to yesterday, who also works in the *************************** with ********, and she was working on this.  That  specialist passed this on to the letterman jacket supervisor yesterday.  She sent them an email and asked for them to contact you ASAP. We have to allow them ***** business hours to contact you, as we don't know what their schedule looks like.   She stated she spoke to you and let you know that she did this and she let you know that our office is closed on Friday and Monday and asked you know to call us back if **** hasn't contacted you by then.    The jacket was shipped out 11/18 and scanned 11/21 and based on *** tracking, in the shipping progress information on the website, it states that ***  had possession as of 11/21.   We did ship this out, but it appears that there were issues with the shipper.  Neff is experience experiencing a high call volume, so if you try to call there may be a longer wait period.  Their contact information is on our website.  I have also reached out to them asking for them to try to contact you today.

  Respectfully,

   

  Consumer Affairs - Jostens

• Initial Complaint

  Date:12/14/2022

  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.

  We had jostens in to do class pictures at York county vo-tech school and they first never showed up then told everyone that they would supply a free 8x10 picture not to order one and now me and even the school keeps calling and they keep saying for over 6 weeks that it will be sent out on Friday but never comes. They then said they don't know anything about what I'm talking about and nothing is free

  Business Response

  Date: 12/15/2022

  Hello,

  I apologize for the frustrations you are having and I want to thank you for this communication, so we can address this issue.  I will pass this on to a specialist and have them contact you ASAP, but for sure within 48 hours. 

   

  Sincerely,

   

  Consumer Affairs - Jostens

• Initial Complaint

  Date:11/07/2022

  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.

  Made order for ring, never got. Wont refund I until ***** weeks. Its ridiculous because it has been since April 2022 and now is November.

  Business Response

  Date: 11/08/2022

  Good morning ******,

  Thank you for contacting us in regards to the issue you are having.  I am working on this to see what the status of your refund is.  I will try to get this out as quickly as I can and reach out to you by the end of the day on Thursday at the latest, or as soon as I get a response from our accounting department if that is before then.   I left you a voicemail with my contact information if you would like to call me.

  Thank you,

   

  Consumer Affairs - Jostens

• Initial Complaint

  Date:10/17/2022

  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.

  My husband and I attempted to purchase our childs school photos online (as per new policy). After entering card information we were redirected to an error page with ZERO confirmation of purchase. So we waited checked email for reciept and decided to try again. Once again we were redirected to an error page and decided to look at our bank transactions before ordering again. Once we realized we were charged twice for the exact same pictures we reached out to customer service. We were treated absolutely horrible. We were told it was completely our fault and their website has never malfunctioned. While I understand user errors happen, this was not the case in this matter. We just want a refund for one of the purchases.

  Business Response

  Date: 10/18/2022

  Good morning,

   

  Thank you for reaching out to us and making us aware of the issues you were having.  I have contacted a specialist and they will be in touch with you in the next 48 hours, or sooner, in regards to your refund.  Also I will address the customer service complaint you have, as well.  I apologize for the way you felt after your contact with us, as customer service is very important to us and this will be handled.

   

  Thank you,

   

  Consumer Affairs - Jostens

  Customer Answer

  Date: 10/18/2022

   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:10/07/2022

  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 tried to make a purchase online via ******** website and when I submitted the payment/order it gave me a message saying that the order didn't go through, so I tried to place the order again with the same result. I logged off of their website and thought I'll just try it again later. I then received 2 separate emails stating that I had placed 2 orders and my checking account was debited for the amount of $29.49 twice. I called immediately and cancelled 1 order. I was told that it would take approximately 10 business days for a credit to my checking account. All of this took place on September 7, 2022. I called on 9/22/2022 to inquire about my refund and they said it will take up to 14 business days to post. I called back o 9/29/2022 and told them I still hadn't received my refund. They said they would send an inquiry to check on this and get back with me within 3 business days. By 10/4/2022 I still haven't received a refund and haven't heard back from them. I called them again and they said they were expediting a refund that would take 2 business days. I waited until 10/6/2022 and still haven't received a refund, so I filed a dispute on the charge with my bank. I would like to know why I haven't received a refund yet. These are for school pictures, which I have no control over who our school system chooses to have a contract with. Very disappointed.

  Business Response

  Date: 10/07/2022

  Good morning,

  I have spoken with our specialist in the **************** and she said that she has spoken with you, in regards to this, as of this morning.  I am going to consider this completed, as she is diligently working on this to get your refund completed on our end, today, if at all possible.  She will be continue to be in touch with you. 

   

  Thank you,

   

  Consumer Affairs - Jostens.