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

  14655 Northwest Frwy.,Ste. 102 Houston, TX 77040

• 

  Balfour Publishing

  2930 Chimney Rock Houston, TX 77056

• 

  Balfour Publishing

  2930 Chimney Rock Rd Houston, TX 77056

• 

  Balfour Class Rings North Office

  Houston, TX 77001

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:08/02/2024

  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 college ring back in 2015, had it redone because my graduation got delayed until the Spring and the school logo popped off the ring after a few wears but that's not what this complaint is about. A few weeks ago my ring was stolen and when I tried to reach out to Balfour to be told I had a 4 year warranty and now I would have to reorder and nothing they could do. In addition the price of the ring dam near doubled in price and they have offered an extended warranty plan for 10 years which I was not made aware of when I purchased my ring in the first place

  Business Response

  Date: 08/09/2024

  Dear ******************,

  Thank you for reaching out regarding your request for a ring replacement. I fully understand the significance of your ring and the memories it represents.

  After carefully reviewing our records, I regret to inform you that the warranty covering your ring's replacement has unfortunately expired. Therefore, we are unable to honor a replacement under the warranty terms.

  We recognize that this may be disappointing given the sentimental value attached to your ring. Although we can no longer provide a replacement under the warranty, we would be glad to explore alternative payment-plan options that could help ease the purchase of a new ring.

  Please feel free to contact us at your earliest convenience so that we can assist you further.

  Thank you for your understanding, and we sincerely appreciate your continued trust in Balfour.

  Best regards,

  Tere *******
  Balfour **************** Team

  Customer Answer

  Date: 08/09/2024

  Complaint: 22081660
  
  I am rejecting this response because: For something that was not offered to me at the time of sale and now to replace it is more than 1/3 higher than what I paid what kind of payment plan are you suggesting? I'm willing to replace the ring but not for the price your advertising today I'm sorry that's a bit high for what I feel we're hidden upgrades that probably should have been mentioned
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/08/2024

  Dear ******************,

  Thank you for reaching out and sharing your experience. I understand how frustrating this situation must be, and Im sorry to hear about the theft of your ring.

  Regarding the warranty, while we sincerely wish we could assist further, the warranty for your ring purchased in 2015 has unfortunately expired. The standard warranty at the time of your purchase was four years, and we are unable to offer replacements or services once that period has passed.

  Please know that we do offer extended warranty plans for new purchases, which provide additional coverage options. Should you decide to reorder, wed be happy to discuss these options with you to ensure youre aware of all available protections going forward.

  I truly appreciate your understanding and please dont hesitate to let us know ***************)  if you have any further questions or if theres anything else we can assist you with.

  Best regards,

  *******************
  Balfour&Co **************** Leader

• Initial Complaint

  Date:08/02/2024

  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 bought a class ring back in 1983 with a 100% guarantee for resizing and broken gems. i was told today that i would have to give them ***** dollars with out them doing anything because they told me that the ring was not worth anything. and if i dont give them the amount they would hold my ring in ****! I HAVE HAD MY RING REPAIRED MANY TIMES BY THEM AND REZISED AND NEVER BEEN TOLD I WOULD HAVE TO PAY ***** TO GET IT BACK! i talked with a girl named **** and she was very rude to me, and also what supposedly was the manager but i could not understand him because of his out of county speech. they expected me to choke up my reciept from 1983 when i bought it. i only have months to live and wanted the ring on my finger to be buried with, and these people were rude and not willing to work with me. i thought the customer is always right but i guess i am wrong. NEVER BUY ANYTHING FROM BALFOUR RINGS!!!! EVER!THEY WILL HOLD YOUR STUFF IN ****!!!!!!!!!!!!! AND YOU WILL NEVER SEE IT AGAIN!!!

  Business Response

  Date: 08/09/2024

  Dear Mr. ************** sincerely apologize for the inconvenience you experienced with our customer service. Please know that every ring we receive holds significant value to us, as they represent personal stories and cherished life moments.

  Regarding your ring, we want to assure you that we are committed to returning it to you. Our records indicate that the ring was last sent to us for repair in 2001. After careful assessment, our repair department determined that resizing the ring is unfortunately not possible at this time. The return fee you mentioned is to cover the cost of return shipping, which is the customers responsibility, as outlined in our repair instructions and fee policies available on our website, ************************.

  Please note that return shipping is not covered under our Limited Lifetime Warranty. However, if you possess documentation stating otherwise, we kindly ask that you send a photo of it to ************************************** Upon receiving this, we will promptly honor the warranty and return your ring to you as soon as possible.

  Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns.

  Best regards,

  Tere *******
  Balfour **************** Team

  Customer Answer

  Date: 08/10/2024

  Complaint: 22080493
  
  

  I am rejecting this response because:

  i dont accept it yes it was sent in 2001, and it was pretty much brand new when i sent it in. i dont see how it isnt covered under my warrenty.

  and as i stated you fools think you know what i paid for. again, you should send it back because i sent it to you...i guess your saying the customer is WRONG

  when in fact just send my ring back! you have no right to keep it. just send it back...all i am asking....just SEND IT BACK! i have noticed ALL your complaints on this web site

  so it dont surprise me im having so much trouble!!!!! you all are crooks!!!!!!!!!! if i have a class ring i expect to wear it, not having it sit in the people who made it shop!!!!!

  just send it back! or should i get my lawyer to get this back to me???? your move!!!!!!!!
  
  Regards,
  
  ***** *****

  Business Response

  Date: 09/16/2024

  Dear Mr. ******
  
  The repair department will waive the return shipping this time as a courtesy, you should receive the ring back soon. Please keep in mind that the cost for the return shipping is not covered for repairs under the LIMITED LIFETIME WARRANTY; please see below what this warranty covers. Make sure you include the return shipping fee if you send the ring to our repairs department in the future, the ring will be rejected at delivery if the check covering this fee is not included. 
  
  *****************************************************************************************************
  
  Limited Lifetime Warranty
  Your Balfour ring is hand-crafted to meet your complete satisfaction. Only the finest materials have been used to ensure years of enjoyment. The following services will be performed at no cost for the original owner of the Balfour ring although return shipping expenses must be covered by the owner:
  
  Repair defects in workmanship or materials at the time of original delivery.
  If repairs cannot be made due to defects in workmanship and materials, the product will be replaced at Balfours discretion.
  Ring resizing, covered by warranty, is available for a maximum of two sizes up or down, but can be done only once. Further resizing would necessitate a remake.
  Clean and polish your ring.
  Non-genuine stones and cubic zirconia are covered only for defects in workmanship or materials at the time of original delivery; genuine stones and diamonds are not covered
  Should your year of graduation or degree change at the same school, a change to your ring will be made at no charge (limited to one occurrence for year date and one occurrence for degree). A charge may apply for engraving changes where year date or degree is included.
  No other change from the original order is permitted under the warranty.
  This warranty is void if work is performed on your ring by someone other than Balfour.
  If the ring is damaged or worn beyond your satisfaction, it may be exchanged for a ring of current design at Balfours current remake charge.
  Be aware that this warranty exclusively covers manufacturing defects. Damages or issues that arise due to improper handling, a lack of proper care, or the natural wear and tear that occurs over time are expressly excluded from this warranty.
  This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. In the event your ring needs warranty or non-warranty service, return your ring insured with a letter of instruction to:
  
  Balfour Rings
  ATTN: Repair Dept.
  *******************
  Austin, TX 78745-6603
  
  Please include payment of $19.95 for return shipping, handling,and insurance fees. Return shipping, handling, and insurance fees apply to all warranty and non-warranty ring service. You will be notified by the **************** team with the exact amount owed for ring repair service if applicable.
  Pricing for shipping, handling, insurance is subject to change by Balfour at any time.
  For rings purchased since 1972.

  Kindest, Regards,

  Tere *******

  Balfour&Co **************** Care Team

  Customer Answer

  Date: 09/17/2024

  Complaint: 22080493
  
  I am rejecting this response because: i have gotten a call from a *** from your company and has not YET RETURNED MY CALLS!!!! i think i am going to small claims court my lawyer

  said it is best to do with a company like this! so i just left ANOTHER phone message for a ***? who said he was a customer service ***..but then again people use different names to cover up anyways. but one last call then i am going to court. BE READY BALFOUR!!! YOU DONT KNOW WHO YOU ARE MESSING WITH!!!!!!!!
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/24/2024

  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 September 22, 2023, I placed an order for two yearbooks, one for each of my children who attended ******************************** in **************, ** during the ***** school year. Many, many other families did the same The orders werent fulfilled to any students before the end of the school year. On July 3, 2024, the school emailed families the following: If your child purchased a yearbook, we want to let you know that we are in daily contact with the company that prints our yearbooks. The latest update was that they were going to be sent to home addresses this week.As of July 23, 2024, we still have not received the two yearbooks we ordered, and based on a parent ******** page, neither have any other families.We have received no direct communication from Balfour, only from the school.

  Business Response

  Date: 08/07/2024

  Good Afternoon,

  First and foremost, I would like to apologize on behalf of Balfour & *** for the inconvenience this delay has caused. Our publishing team experienced unexpectedly high volumes of yearbook orders, which led to some logistical challenges along the way.

  The 2024 Highland Park High School yearbooks were delivered to the school on July 15th. Your school will notify you once the books are either available for pick-up or on their way to your home.

  Balfour & *** has a contractual agreement with the school, so any concessions, compensations, or refunds will need to be processed through them. They may be able to assist you with your compensation inquiry.

  Thank you for your understanding and patience.

  Best regards,

  Tere *******
  Balfour & ***

  Customer Answer

  Date: 08/08/2024

  Complaint: 22034944
  
  I am rejecting this response because I do not believe it is accurate.

   

  I contacted the school to confirm what Balfour said (that the yearbooks were delivered to the school in July), and the school said that the only yearbooks the school received were those that the school sells to students who didnt order a yearbook, and that Balfour will ship directly to those of us who ordered yearbooks. See the attached screenshots for additional details.

  In addition, Balfour already shipped one of the two yearbooks we ordered directly to us. But we are still waiting on the second yearbook we ordered.

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

  Business Response

  Date: 09/09/2024

  Good afternoon, *******************,

  Please accept our sincerest apologies on behalf of Balfour & *** for the inconvenience and confusion this situation has caused. Our ***************** supervisor has reached out to confirm your address over the phone, and Im happy to inform you that your yearbook will be shipped overnight via FedEx.

  Thank you for your understanding.

  Best regards,
  *******************

• Initial Complaint

  Date:07/22/2024

  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.

  Dear BBB Representative,I just received my ******************** Ring that I paid nearly $2000 for and my experience was very poor with the ring showing up too small after more than 10 weeks of waiting.When I was instructed to get my finger size measured I went to 2 different jewelers and got the size 8, however jewelers only had thin bands to size me and since the dimensions of the ring are large the size was not accurate. Balfour didnt instruct me to account for a large ring and adjust the size accordingly. None of the local jewelers had a large ring of my size and Balfour didnt offer any other options.I received no calls to discuss and validate the size and am now learning that the process of rising may take another 8 weeks and I am even responsible for the shipping costs and possibly the resizing costs after I already paid almost $2000 and experienced such a long wait.I asked if there is a way to get this measured correctly in *******, ** area and I was told there isn't a way and I should go back to jewelers. Please help me to get this ring repaired or remade quickly and with no additional costs or return with a full refund.

  Business Response

  Date: 08/07/2024

  Hello, ****,

  Thank you for bringing this to our attention.

  We understand the inconvenience you have experienced regarding the ring size. While we are not responsible for the finger size decision made at the time of order, as a courtesy, we will provide you with a return ***** label for the ring.

  Please note that ring sizing can vary, especially when measured by local jewelers with different band types. We strive to provide the best possible instructions, but individual sizing choices remain the customer's responsibility.

  We appreciate your understanding and cooperation. If you have any further questions or need additional assistance, please do not hesitate to reach out to our customer service line **************.

  Best regards,

  Tere *******
  Balfour & Co.

  Customer Answer

  Date: 08/07/2024

  Hi 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 for a refund of $28.50 that I paid to ship the ring back for re-make (see attached receipt) and return of my uncashed check of $19.95 that I included with the ring package.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/19/2024

  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.

  Order number ********* on October 2, 2024 never delivered along with all of his classmates yearbooks were not delivered. After ****** searching it looks like many schools are having problems with this company. They should be more up front, email their customers, and be honest. A company this huge should have contingency plans and spend more and take less profit instead of messing around with kids' and working folks' time and money

  Business Response

  Date: 08/07/2024

  Good Afternoon,

  First and foremost, I would like to apologize on behalf of Balfour & *** for the inconvenience this delay has caused. Our publishing team experienced unexpectedly high volumes of yearbook orders, which led to some logistical challenges along the way.

  The 2024 *********************** yearbooks were delivered to the school on July 7th and 8th. Your school will notify you once the books are either available for pick-up or on their way to your home.

  Balfour & *** has a contractual agreement with the school, so any concessions, compensations, or refunds will need to be processed through them. They may be able to assist you with your compensation inquiry.

  Thank you for your understanding and patience.

  Best regards,

  Tere *******
  Balfour & ***

  Customer Answer

  Date: 08/09/2024

  Complaint: 22011798
  
  I am rejecting this response because:

  Your response indicates a school that is not ours and your excuse is different from what other representatives have told us. It's all just so incompetent.
  
  Regards,
  
  **** *******

  Business Response

  Date: 09/16/2024

  Good afternoon, ****,
  
  Thank you for following up on this, I am truly sorry for the mix-up. This has been an incredibly challenging situation and Im so sorry that you have been affected by the delays in our production facility. To be very clear, we take full responsibility for the delays and acknowledge that this was not the fault of the school, administration, yearbook staff, or our representative for the school the delays were at our production plant. I understand there is immense disappointment in missing the opportunities to have yearbook signings and everything else that goes along with those traditions, I sincerely wish I could have gotten these books to the school much earlier.Balfour&Co has a contractual agreement with the school any concessions,compensations, or refunds would need to be done through them.
  
  The books for the ****** ****** *********** Yearbook were individually mailed out in August to the home address provided, this is the address we had for yours, ***************************************************************************************  Your student's book should be arriving any day now if it hasnt arrived yet.  I hope that once you receive the book it will be a treasured keepsake for a long time. 

  Kindest Regards,

  Tere *******

  Balfour&Co ********************* Team

  Customer Answer

  Date: 09/20/2024

  Complaint: 22011798
  
  I am rejecting this response because:
  These kids were held accountable through school to get things done by the deadline. The kids won't have a treasured experience with their yearbooks like others have had and what they do with them at the end of the year with signing them. You failed a contracted deadline on kids who were constantly held accountable. We can only afford one yearbook when our student was a senior, and the experience was not delivered nor is it treasurable.  I should be refunded and every other student should be refunded.
  Regards,
  
  **** *******

  Business Response

  Date: 10/14/2024

  Good morning, Mr. ********************** send the yearbook back for a full refund to the address below. The refund will be processed upon receiving the yearbook in our offices in ******. Let me know if you have additional questions.
  
  Attn: ***** ********
  Balfour&Co
  ******************************************************************************
  ******, *******; *****

• Initial Complaint

  Date:07/11/2024

  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.

  I submitted a class ring to Balfour for repair of a defective synthetic gemstone, ORder No. 3779704-1 (************************************************************************ class ring, 1999). The plastic "gemstone" in the ring is defective, for many years the foil backing has a miscoloration in it and the fake stone became ugly and dark. This happened when I was in highschool and as a result I didn't wear the ring, it has sit in my box until I recently discovered it. There is nothing that the consumer has done that has caused this defect, it is a defect in the material used to create the synthetic stone.This repair should be covered under the limited lifetime warranty because it is a defect in materials and workmanship of the ring. It is not resulting from use of the ring, the defect just appeared in the ring. Nonetheless, Balfour is attempting to charge me $50 for replacement of the synthetic gemstone. This is a violation of the terms of the "lifetime" warranty. They are now saying that the "lifetime warranty" applies only to defects in material present at the time of delivery, which is a scam. This is a defect in the material of the ring which appeared through no fault or action of mine. They need to replace the defective stone at no cost under the lifetime warranty.

  Business Response

  Date: 08/07/2024

  Good Afternoon,

  Thank you for your feedback. However, the limited lifetime warranty only covers manufacturing defects for 30 days after delivery. We believe this information was explained to you, and the link to the limited lifetime warranty was also provided over the phone.

  As this is a 1999 ring, the warranty period has long since expired. Our repair department assessed the ring and determined the issue to be normal wear and tear. The fee to replace the stone is listed on our website.

  If you do not wish to pay the charges involved, we can return the ring to you as is. Please give us a call with your decision at your earliest convenience.

  Thank you for your understanding.

  Best regards,

  Tere *******
  Balfour & Co.

  Customer Answer

  Date: 09/04/2024

  Complaint: 21974471
  
  I am rejecting this response because:

  (1) The defect of of the stone is not "wear and tear," it is a discoloration within the synethetic stone that is a material defect, as explained to them on the phone. There is nothing that could occur from wearing the ring that would cause that defect to occur within the stone, unlike a surface scratch or chip on the exterior. The defect is within the material itself. 

   

  (2) Lifetime warranty covers materials defect. 

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

  Business Response

  Date: 09/17/2024

  Good afternoon *********,

  The repair department has reviewed your ring and sent the included pictures. The ring shows clear signs of wear and tear, including a chipped stone which has allowed moisture to enter, as well as noticeable scratches throughout. As mentioned previously, the Limited Lifetime Warranty does not cover wear and tear or stone replacement. You can view the full details of the warranty by following this link: **********************************************************************************************************;

  If you have any official documentation stating that stone replacement is covered, please feel free to send it over, and we will certainly honor it. Alternatively, if you choose not to proceed with the repair, we can return the ring as is.

  Please contact us at your earliest convenience to discuss your decision or if you have any questions.

  Best regards,
  Tere *******

  Customer Answer

  Date: 09/23/2024

  
  I accept the images submitted by Balfour and I will be sending them a check for the repair as discussed on the phone, ref. Order #*******-1 in the amount of $54.90.
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thanks to Balfour for providing detailed explanation for the charge. 
  
  Regards,
  
  ********* ****

• Initial Complaint

  Date:07/10/2024

  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 am the advisor for the Isanti middle school and we have not yet received yearbooks. These were supposed to be delivered to students before the end of the school year, beginning of July. The account executive said they would be shipped out mid June. Now we we are mid July. I am unable to reach ************************* or *****************************. Neither one has responded to my emails. After multiple attempts. Phone numbers are invalid, even on this website for BBB. I have many students who are upset as well as parents who are wondering what's happening about their yearbooks they have already purchased. Project Number: ******. School SMI: *****

  Business Response

  Date: 08/07/2024

  Good Morning,

  I would like to apologize on behalf of Balfour & *** for the inconvenience this delay has caused. The 2024 ******************** yearbooks were delivered to the school on July 8th. Please check with the school for the logistics of individual delivery.

  Thank you for your understanding.

  Best regards,

  Tere *******
  Balfour & ***

• Initial Complaint

  Date:07/10/2024

  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 ordered my class ring on 03/29/2024 and was told it would arrive in 6-8 weeks. I ordered it with enough time to arrive before attending an important event. I emailed customer service for updates several times before the event and have since emailed them many times. They informed me that it would be 4 more weeks, then 2 more after that. It has now been 15 weeks since I placed the order and I have just been told it will take 3-4 more weeks. Also, the shipping information they sent was incorrect and not what I requested when I placed the order.

  Business Response

  Date: 07/30/2024

  Good afternoon,

  My name is *******************, and I am a **************** Leader at ******************** & Co. First of all, I would like to extend a sincere apology for all the inconveniences caused by our delivery delays.

  After conducting extensive research, I have confirmed that we expedited the order, and it was shipped to the customer on July 11th via **** with tracking number 92021901139362000007908446.

  The customer was also emailed that same day with the shipping and tracking details. According to the **** website, the ring was delivered and left with an individual at *************, ******** on July 18, 2024, at 2:26 pm.

  Once again, we are truly sorry for any inconvenience caused. We appreciate your patience and understanding.

  Best regards,

  Tere *******
  **************** Leader
  ******************** & Co

  Customer Answer

  Date: 07/31/2024

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

• Initial Complaint

  Date:07/10/2024

  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.

  Yearbook Only Package was ordered on January 7, 2024 for the Class of Seniors of 2024. Balfour failed to deliver the yearbook on the promised date. Then sending an email that yearbook will be distributed on 05/28 (a day before graduation). On May 22, 2024, Balfour sent an email emailing advising that the distribution had been postponed to a later date and to "stay tuned!!!". To date, July 9, 2024, the yearbook has not been given to my daughter. Balfour expected payment for the yearbooks and failed to provide these to all the seniors on the Miami Palmetto Senior H.S. (*****, **). My daughter along with her classmates missed the opportunity to get their memories imprinted on these books which is precious part of a ONE TIME experience in their lifetimes. There has been no more communications from Balfour. Is not fair, they were paid and they should repair the missed opportunity and experience of these kids including my daughters'.

  Business Response

  Date: 08/07/2024

  Good Afternoon,

  First and foremost, I would like to apologize on behalf of Balfour & *** for the inconvenience this delay has caused. Our publishing team experienced unexpectedly high volumes of yearbook orders, which led to some logistical challenges along the way.

  The 2024 Miami Palmetto Senior High yearbooks were delivered to the school on July 23rd. Your school will notify you once the books are either available for pick-up or on their way to your home.

  Balfour & *** has a contractual agreement with the school, so any concessions, compensations, or refunds will need to be processed through them. The school may be able to assist you with your inquiry regarding compensation.

  Thank you for your understanding and patience.

  Best regards,
  *******************
  Balfour & ***

  Customer Answer

  Date: 08/08/2024

  Complaint: 21963286
  
  I am rejecting this response because:  My daughter along with her entire class were robed of a one in a lifetime experience.  Most of her friends have already left the State of City to go to Colleges and Universities by the time these books were distributed.  Also, book is not at is best in quality.  Has missed titles and one of them naming the school's football team as the Girls Swimming Team. Some lines on some pages where pictures of students are posted.  

  The company needs to do the right thing and compensate these students or at the very least provide full refund of payment for these books.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/09/2024

  Hello ******************,

  Once again, I deeply regret the challenges and frustrations caused by the delays at our production facility, and I sincerely apologize that you were affected. To clarify, we take full responsibility for these delays; they were not due to any fault of the school, administration, yearbook staff, or our representative. The delays occurred entirely at our production plant.

  I fully understand the disappointment of missing yearbook signings and other cherished traditions, and I truly wish we could have delivered the books to the school much earlier.

  Regarding the errors found in the yearbook, I apologize for any confusion or dissatisfaction. Please note that the schools yearbook staff is responsible for the content, layout, and proofing before the yearbooks are sent to us for printing. For any concessions, compensations, or refunds, I would recommend reaching out to the school directly.

  Once again, Im truly sorry for the inconvenience and appreciate your understanding.

  Best regards,
  *******************

• Initial Complaint

  Date:07/03/2024

  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 our yearbooks last fall 2023 in the school said Balfour didnt deliver them to them as promised before the school year out in May 2024. The school says they havent heard from before and I have tried to call Balfour multiple times and cannot get a response I Would like a refund for the product not received as promised!

  Business Response

  Date: 08/07/2024

  Good Afternoon,

  First and foremost, I would like to apologize on behalf of Balfour & Co. for the inconvenience this delay has caused. Our publishing team experienced unexpectedly high volumes of yearbook orders, which led to some logistical challenges along the way.

  The 2024 Boerne-Samuel V. Champion yearbooks are due to be delivered to the school soon. While the yearbooks were not guaranteed to arrive by a specific date, we had expected them earlier. The delays have been communicated to the school administration.

  Your school will notify you once the yearbooks are either available for pick-up or on their way to your home. Balfour & Co. has a contractual agreement with the school, so any concessions, compensations, or refunds will need to be processed through them. They may be able to assist you with your inquiry.

  If you would prefer to cancel and request a refund for the yearbook, please give us a call to proceed with this request.

  Thank you for your understanding and patience.

  Best regards,

  Tere Gongora
  Balfour & Co.

  Customer Answer

  Date: 08/07/2024

  Complaint: 21934049
  
  
  
  I am rejecting this response because:

  The school said you should’ve already shipped these books back on July 29 and you should be the one providing the refund
  
  
  
  Regards,
  
  
  
  Breta Lieke

  Business Response

  Date: 09/08/2024

  Good afternoon, Mrs. Lieke,

  I hope this message finds you well. The deadline provided was an estimated delivery date, and while not guaranteed, I’m happy to inform you that the yearbooks are still on track to be shipped by the end of this month. As always, if you prefer not to wait, we can proceed with canceling and fully refunding your order. Please let me know how you'd like to proceed.

  Best regards,
  Tere Gongora

  Customer Answer

  Date: 09/09/2024

  Complaint: 21934049
  
  
  
  I am rejecting this response because:

  I spoke with John Dodson on August 20 and he told me he was providing a refund. It is now September 9 and I have yet to receive that refund. Sounds like I’ve had fraud committed against you guys again.
  
  
  
  Regards,
  
  
  
  Breta Lieke

  Business Response

  Date: 10/15/2024

  Good morning, Mrs. Lieke,
  
  Thank you for following up on this subject. The refund was
  indeed approved by John Dodson afterward, and check # 8986 was mailed out via
  regular mail on October 8th to the address below. You should be
  receiving it in your mailbox any day now. For further questions, please contact
  our yearbook line at 1-800-944-5930 Monday- Friday 8 am – 5 pm CST.
  
  Breta Lieke
  7438 Cimarron Lake
  Boerne TX 78015
  United States
  
  Regards,

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21934049, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Breta Lieke