Complaints

This profile includes complaints for Balfour's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Balfour

  7211 Circle S Rd Austin, TX 78745-6603

• 

  Balfour

  2316 Skyvue Ln Manhattan, KS 66502-3178

• 

  Balfour Company

  1221 Lumpkin Rd Houston, TX 77043-4101

• 

  Commemorative Brands, Inc.

  7101 Intermodel Drive Louisville, KY 40258

  
• 

  Balfour

  PO Box 25281 Honolulu, HI 96825-0281

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:05/21/2025

  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.

  I purchased a school ring from Balfour. It is awful. They spelled Ph.D. **** this *** and refuse to correct it despite this being absolutely incorrect. On one side of the ring is the school mascot (a bulldog) and you cant even tell what it is on my ring, just a blob with no features. The ring is hideous but the two customer service agents I spoke to said there is nothing I can do about it.

  Business Response

  Date: 06/16/2025

  Good morning,

  After reviewing our records, we confirmed that our customer service team assisted the customer on May 27th and approved a warranty remake for the ring. The customer was provided with a prepaid ***** return label to send the ring back at no additional cost. Additionally, we communicated that upon receipt of the ring, we would expedite the remanufacturing process.

  To date, we have not received confirmation that the ring has been shipped back to us, which delays our ability to proceed with the remake.

  Regarding the customers outreach via social media, we have acknowledged and responded to their concerns.

  Please let us know if you need further details.

  Best regards,
  Tere *******
  Customer Service Supervisor
  ******************** & Co.

• Initial Complaint

  Date:04/17/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ring for my *** program on 2/7/2025 and contacted immediately to let them know I was a remote student and needed the ring shipped to my home. On 2/11/2025 ******** ****** of Balfour responded and confirmed my ring would be shipped and even confirmed my address. I have not received the ring and reached out to inquire. I was then told, my ring would be shipped to ******* for the October 2025 ceremony and I had to pick it up, or, Clemson would ship it to Balfour, who would then ship it to me. I let them know I was not able to drive 8 hours round trip to pick up a ring, especially one that I went to great lengths to ensure would be shipped to my home, and again RECEIVED CONFIRMATION FROM BALFOR on 2/11/2025 that it would be shipped to my home in 8-10 weeks. I am requesting that the ring under the Order ID is ********* be shipped to my home address, as confirmed in the responses from Balfor, as soon as possible. It was been paid in full since 2/7/********** documentation attached.

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 have placed an order for a class ring online at ************************ and I paid 2185 dollars on 02/24/2025 order number ********* but Balfour could not custom the ring as I requested in my order and so I called them and CANCELLED the order and I also sent an email to their customer service requesting to cancel the order . They cancelled the order but NEVER refunded me my money of 2185 dollars . I have called customer service several times asking for my refund and all I get is the run around and still until today 03/07/2025 NO REFUND . I want higher management to contact me and REFUND ME all my money as I was promised by their customer service. This company ************************ is a shady company that will take your money and then give you a hard time when asking for a refund . I cancelled the order ********* and never received my refund . I want this company to refund me my money and I want higher management to contact me

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had originally placed my class ring order on 2/17/2024 and my ring was not shipped to me until 4/19/2024 and I was informed on 4/10/2024 that the ring would not come as I had purchased it. This was already upsetting enough as the purpose of the ring being shipped that day was because it was a university celebration for the achievement of our class rings. I was given the option to send in my ring again to get my stone replaced to any stone after the commencement if I was not happy with the alternative stone they gave me. I had ordered my ring with 2 other friends of mine who also did not get the stones we had requested. Upon seeing the color of my friends stone, I had wanted to switch my stone to the stone she had received as her alternative stone. I had asked the Balfour representatives that were at my school during the commencement what stone it was and 2 separate representatives had informed me that they believe it was this other stone (I no longer have access to the different stones they offer as they took away the list of stones they offer from their website). The Balfour representatives helped me fill out my form requesting for my stone to be changed to the stone they recommended based on my friends stone. It took 10 weeks for my ring to come back to me and it was still the incorrect stone. its been about 4-5 months since I've gotten my "new stone" and I hardly wear my ring because it does not represent the university I attend. With my upcoming graduation, I had reached out to Balfour again two weeks ago requesting another stone replacement to the original stone I had initially requested when placing my order in February 2024. I was then informed that I would need to cover shipping there, a $50 charge for "repair" and then another charge for return shipping. I'm frustrated with this company because I have already spent 1.5K for my ring to be sent to me incorrectly to begin with and had changed to a different stone based on their representatives advice.

• Initial Complaint

  Date:01/21/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 November 9th I ordered my child a letter jacket through the schools Balfour **** I paid for it on November 9th. I was told it would arrive in 8 weeks on January 8th. It is January 21st and it still has not arrived. I have to mailed and tried for the last SEVEN business days to contact the ************** Balfour and all I get is a voicemail and NEVER a returned call. I have left a message and my number every time. I called the main number for Balfour and all I am told is that I need to contact the ************** Balfour.I havent heard a word about my purchase for but not once has it been an issue that they have my money paid in full.All I ask is some customer service. I would like to know where the jacket is or when it will arrive. The fact its going on TEN weeks is ridiculous. Almost as bad as no customer service responses. From the other reviews I have read I am sure it will be another month or more before it ********** since having a jacket when it doesnt arrive until spring/summer.

• Initial Complaint

  Date:12/02/2024

  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 bought my college ring 2 months ago and called to make sure it would be here before my graduation which is in 2 weeks and was told it would. I paid over $1,100 dollars and now theyre saying it wont be here before graduation and will take an additional month or more longer for my ring to get here. This is unacceptable

  Customer Answer

  Date: 12/02/2024

  Clarification was asked about names. ******** ******* purchased the ring for girlfriend ******* ******

  Business Response

  Date: 12/12/2024

  Dear *******,

  Thank you for reaching out and sharing your concerns. We understand how important it is to receive your class ring in time for your graduation, and we sincerely apologize for any frustration or disappointment you may have experienced.

  Upon reviewing your order, wed like to confirm that your ring is currently in production and is soon to be completed. As noted on our website at the time of your purchase, the manufacturing process typically takes 6-8 weeks, and we are still within this timeframe since your order was placed on October 10th.

  Once your ring has been shipped, we will provide you with tracking details so you can monitor its delivery. We are committed to ensuring your ring reaches you as quickly as possible, and we appreciate your patience as we finalize your order.

  We truly value your business and apologize for any inconvenience this may have caused during such an important time in your life. If you have any additional questions or concerns, please dont hesitate to contact us at ************** or **********************************************************************************.

  Congratulations on your upcoming graduation! We look forward to delivering a beautiful keepsake to commemorate this special milestone.

  Best regards,

  Tere *******
  Customer Service Leader
  ********************&Co.

• Initial Complaint

  Date:11/27/2024

  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.

  On 10/26/2024 I purchased my class ring totaling ******* of that the payments were broken up into 3 installments. As I was told that the installments were monthly the initial installment had a higher percentage that was needed to put down. On 11/04/2024, I called at 3:13pm CST *************** and spoke to a representative about the timing of the class ring she assured me that the ring would be here before my graduation date which is 12/14/2024. I left the call feeling reassured, on 11/13/2024 I reached out to inform Balfour that my debit card was lost or stolen, I had ordered a new one and wanted to communicate that to them to get the next steps of submitting my next payment as the card number had changed. I was told by the agent at the time that the SECOND installment had needed to be paid before delivery could be made. I explained to her that I would call back during the time at the end of the month to ensure that payment was made that way I had no issues with my order. I call back on 11/27/2024 I am met by a representative who wasn't the friendliest to work with and she had a thick accent. I was given conflicting information regarding the installments that are needing to be paid to ensure delivery I advised her per the request of my last conversation that I was reaching out to make the payment I was also asking her were there any delays she told me that the third installment was needing to be paid contradicting the information that was received on 11/14. Furthermore I asked **** **** on 11/27 for the back office phone number and she gave me the extension that I was under the impression was from someone from corporate or a different department only to find out that I was sent to the same customer service department.

  Business Response

  Date: 12/12/2024

  Dear ******,

  Thank you for reaching out and sharing your concerns regarding your recent experience with us. We appreciate the opportunity to address the matter and clarify the situation.

  First and foremost, please accept our sincerest apologies for any confusion or inconvenience you encountered during the payment process for your class ring. Your feedback is incredibly important to us, and we are committed to providing clear and consistent information to all our customers. We hold our customer service team to the highest standards of professionalism and courtesy.  We will be reviewing this internally to ensure such situations are handled more effectively in the future.

  Upon reviewing your order, wed like to confirm a key aspect of our policy: as stated on our website, full payment is required before we can ship your ring. This policy ensures that we fulfill all orders accurately and on time. We understand that during your calls on November 13th and November 27th, there may have been conflicting information provided regarding the payment schedule. We deeply regret this miscommunication and any frustration it may have caused.

  We understand how important it is for you to receive your ring in time for your graduation on December 14th. Your class ring is ready, and as soon as the final installment is paid, we will ensure it is shipped promptly. Please feel free to reach out to us at ************** or ******************************************************** to complete the payment or if you have any further questions or concerns.

  Thank you for your patience and understanding as we work to improve our processes and communication. Congratulations on your upcoming graduation! We look forward to delivering a meaningful keepsake to commemorate this special achievement.

  Best regards,

  Tere *******
  Customer Service Leader
  ********************&Co.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 graduated HS in May 2024. We ordered her yearbook in February. We still HAVE NOT received it and can not get a straight answer as to why. This is completely unacceptable. She is now in college and the whole point of the yearbook is to have it before the end of the year to get you friends to sign it. We obviously can not do that. I have called Balfor over and over again and have had no success in getting this resolved.

• Initial Complaint

  Date:10/25/2024

  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.

  Buyer beware. They sent me the wrong stone and now I have to pay another 100 to return it and 10 weeks for the repair. **************** is rude and unapologetic.

  Business Response

  Date: 10/28/2024

  Good afternoon, ******,

  I hope this message finds you well.

  It was a pleasure speaking with you today, and I want to thank you for your time and cooperation. I truly appreciate your understanding and the sincere apology regarding the miscommunication that occurred after your interaction with our customer service team. Please know that our customers are incredibly important to us, and were committed to ensuring their satisfaction.

  Ill be looking forward to receiving the tracking details for the ring youve returned, so I can keep the repair process moving smoothly. Rest assured, Ill keep you informed of any updates along the way.

  If you have any further questions or comments, please dont hesitate to reach out at ************** or via email at **********************************************************************************.

  Best regards,
  Tere *******
  Customer Service Supervisor
  ******************** & Co.

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** Brozyniak

• Initial Complaint

  Date:10/07/2024

  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.

  5/7/2024: placed an order for 2 yearbooks totaling $150.00. The website glitched and never confirmed the order. So I placed the order again. Then I received a confirmation email for BOTH orders. 5/8/2024: I cancelled the first order for $150. 5/10/2024: I received an email with a credit memo for the $150. 5/25/2024: I received an email stating, the $150 could not be put back in my account so they would have to mail a check. Responded with confirmation of proper mailing address for check to be mailed to. 6/18/2024: No check received after emailing asking for a tracking # on check with no response. Called Balfour and spoke to customer service who advised order status listed as refund has been initiated. 6/26/2024: Still no check received called Balfour **************** again. Asked to speak to financial department and was told I could not be transferred or given that number. Gave another card number to have refund applied to. Was told it would be applied to new card. 7/30/2024: No check received, no money refunded to account. Called ******************** **************** again. Spoke to ****? or Max? who advised a check had been mailed and I should receive it in 1-2 weeks. Now it is 10/07/2024 and I still havent received my $150.00 refund.

  Business Response

  Date: 10/15/2024

  Good afternoon, Ms. *****
  
  I sincerely apologize for the delay on this refund, the ****************** has mailed the check via ***** overnight with the tracking number 7792 7540 0361. You should be receiving the check tomorrow at the address listed below.
  
  **** ****
  ********************************************
  
  If you have additional questions, please do not hesitate to reach out to ************** Monday Friday 8 am 5 pm CST.
  
  Regards,
  Tere *******
  Customer Service Supervisor
  ********************&Co