Complaints

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:05/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was selected by my son's HS Early College * **** in Conway, SC to provide senior items. March 3rd order for several items was placed on their website. Herff Jones came to my sons school on 4/4 and he was told items would be mailed within the next 2 weeks. I waited 3 weeks & began to call. I left several messages, texts and emails with no return call. I called on May 2, I received a package on 5/5 via 2 day priority mail. The package included: cap, gown, tassles, envelope inserts & c/o 25 envelope sticker sealers. May 7, following this delivery we received his announcement name plate inserts & his return address labels. The labels were spelled incorrectly! Sons name is ***** ********. The name plates were correct but address labels were spelled Micahl Thompson. Again called & text. Calling again, I noticed I was not receiving the same voicemail as usual, I began to wonder was my number blocked, it was very clear I was being ignored.
  D/t the inability to get a return communication of any sort I reached out to a friend for help. I asked her to call and see if she could get a response. 5/9 a vm was left at 830am, she received a text message acknowledging her vm at 442 on the same day. My sons name, school and order number was requested. This was provided & they proceeded to say that they did not have enough announcements on hand to fill the order & that they were awaiting a response from the plant to see if they could receive more to fill my order. The person texting stated they would have an answer by Monday, 5/12 they also stated they would mail out the sweatshirt that was ordered no mention of the sweatpants we also ordered. My friend responded back and stated that though the response is appreciated it is unacceptable to be this close to graduation on 6/3 with no resolution in sight. She also stated that the expectation was to have an update on 5/12 and a tracking number for the apparel that was said to be on the way. Neither of these occurred.

  

  Business Response

  Date: 05/31/2025

  ******** ******** also filed this complaint with ** ******** *********  A response was filed with that state entity and they ruled in our favor.  I've attached our response to ** ******** ********, and their award to us that we satisfied the Consumer (zip file). 

• Initial Complaint

  Date:05/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a senior package that included the cap and gown, extra tassel, sweatshirt, diploma plaque and letterman jacket. We never received the diploma plaque or letterman jacket. When ordering they said that someone would be reaching out to design the letterman jacket. I never heard from anyone. Messaged the company a month later and someone messaged back asking for the students name because that’s how they track phone calls. I gave the name and never got a response. I have called, texted, and filled out the contact form on their website everyday since. I can never get a hold of anyone and no one ever calls me back.

  

  Business Response

  Date: 05/02/2025

  Thank you for the note. As required by the state, because it is an official replica of the diploma, the plaque cannot ship until after graduation. This is articulate at checkout of our website. 

  As far as the letter jacket - they do take 10-14 weeks to complete.

  
  Hope this helps!

   

  Thanks,
  
  Andy

  

  Business Response

  Date: 05/05/2025

  If you would like to send us the best time and number to call you we would be happy to give you a call.

  
  Thanks!

  Customer Answer

  Date: 05/05/2025

  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. 
  
  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  They have my number since I have called and texted a numerous amount of times. My phone number and order number was also on the form when filing this complaint. There are warnings that say anything I type here may be visible to the general public so I do not wish to type it here. "The text of your complaint may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in describing the nature of your complaint." 
  
  
  
  Regards,
  
  
  
  ******** ****

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early October 2024 I ordered two letterman jackets from The waters group/Herff Jones as this is who their high school Jefferson County High School in Dandridge TN contracted for class jackets and rings. I paid over a $1000.00 and was advised the jackets would be in late December 2024. I have not received the jackets or no communication from the company. I called to check the status and they advised there was a internal issue with Herff Jones and The Waters Group on who they get to make the jackets. I want my jackets that I paid for in full and I want them now. The internal issue is not a consumer problem. I feel like there should be a rush on my job to complete them. The winter season will soon be over and my kids have not got to wear their jackets.

  

  Business Response

  Date: 02/17/2025

  Thank you so much for your note and I want to apologize for the issues. Candice, from our team, will be reaching out to you ASAP. We will make this right.

  
  Thanks so much!

• Initial Complaint

  Date:04/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a graduation package and didn't receive what the pamphlet said I'd receive. I reached out to my local rep and got no help.

  

  Business Response

  Date: 04/08/2024

  Hi there,

  
  What items are you missing?

   

  Thanks!

• Initial Complaint

  Date:02/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a high school class ring. On January 25th, 2024, I was told via email that the ring would ship from the plant by the middle of February 2024. I reached out again in the middle of February to get updated shipping information since none had been provided. I was then told that the item had actually shipped January 11, 2024 and was delivered to a residence on January 13th. This shipment obviously took place before I had originally contacted them and at this point the ring had been lost for almost a month before we were aware due to the misinformation provided previously.
  We were able to trace the original delivery location with our local ***** only to discover that the ***** driver had left the ring at the wrong address.
  We have since been attempting to contact the Herff J**** office again to try to get them to file a claim against *****, and get a replacement ring but no one at the Herff J**** office **** ****** *****) will respond.
  Had we been given the correct shipping information in the first place, we might have had an easier time in tracking down the ring.
  Although we understand that ***** was the one to misdeliver the ring, Herff J****/ *** ****** ***** is doing nothing to assist. ***** is claiming since Herr J**** is the shipper on record, they are the only **** who can file a lost item insurance claim. It is very disappointing to have received the wrong information, and no assistance in getting this corrected.

  

  Business Response

  Date: 02/26/2024

  Thanks for the note. We would love to assist - can you provide a call back number and we will reach out to you directly.

• 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.

  January of 2023 I order for my son's graduation, his announcements, tassel, address labels, and name cards. It was stated this would be shipped to the school for my son to pick up. April 14th come the day to pick up the merchandise that I paid for, his was not there and he was advised it would be shipped to his house. After that day I have made numerous calls to the business and sent emails as per their company voicemail instructs and no response. They have my money but with graduation just a little over a month away we do not have my son's stuff. And the fact they have not called me back or acknowledge my emails is a little discerning to me being the school district uses this company to accommodate parents and students for graduation items. The school has stated it's out of their hands and I have to work with the company. But no one will get back with me.

  

  Business Response

  Date: 04/25/2023

  Thank you so much for your note. Orders delivered on the in school delivery date of April 14th were for students who ordered prior to the January 1st early order deadline. This is articulated in our senior class meeting as well as our senior order form and senior information packet that was sent home to all parents. We guarantee delivery of all late order caps/gowns two weeks prior to your school's graduation ceremony. Please email us if you have any further questions, as it does not appear that we have received an email from you. You may also call our office directly and leave a voicemail. Be sure to leave your name and number so we can return your call. We appreciate your business and look forward to fulfilling your order. 

  Customer Answer

  Date: 04/25/2023

  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. However let it be noted that I attached the emails of which i sent to the company they claim to not have received. 
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a class ring. it wasn't in good condition, so I returned it for a refund.
  I Got a check in the mail for $557 (-$100 what I was owed) then later that month I received a direct deposit for $657. I've emailed ********@herffjones.com, who hasn't answered since 7/27/22. I've also emailed (what I assumed was support) at ************@herffjones.com on 7/21/22 and on 7/12/22 with no reply. also contacted the wrong office on 7/8/22.
  
  the direct deposit was processed on 6/28/22, and the check was processed on 6/20/22, and if it helps, I still have the order number for my ring: ******* I just need the $557 out of my account, because the rest of it was actually what I paid.

  

  Business Response

  Date: 08/12/2022

  Thank you for reaching out. Unfortunately we are the independent business serving the upstate of South Carolina. My recommendation would be to continue to email the folks that you have. Wish we could provide additional assistance.

  Customer Answer

  Date: 08/12/2022

  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. 
  
  
  
  
  
  Regards,
  
  
  
  
  
  ****** *********