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:05/09/2024

  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.

  These are high school graduation announcements. What I received in the mail late and so not worth the money was something I could have printed at home myself for cheap. Disgraceful. The business refuses to answer the phone and doesn't respond to emails. Not OK! Something that is supposed to be a most joyous occasion and to get this kind of product and customer service. I am asking to the appropriately cut of the front page with the *** ribbon and gold foiled Logo and Year with the appropriate shadowed C for Class. The appropriately raised ink in the announcement. All that are expect with ******** High School Graduation Announcments.

  Business Response

  Date: 05/09/2024

  I am sorry the announcements are not to your liking. Please email my office at *********************************** and include your school and students name and we will start the refund request with Jostens corporate.

  Please allow 24 hours for us to respond as we are out of the office servicing the schools cap and gown deliveries and can not get to phones until all schools are delivered.

  Thank You

  Customer Answer

  Date: 05/09/2024

  Complaint: 21688315
  
  I am rejecting this response because: You have given me excuses as to why these have not been printed and cut approprately. You NEVER answer the phone.  Your excuse to one person is "We don't see the product that is shipped from coorprate to your home to inspect its quality." and to me it's "You ordered extrememly late - with that, JOSTENS can only provide the expedited digital announcement. The foil announcement must be ordered during on time ordering and are then sold as a first come first served basis. In the future, we do advise to order on time to ensure you get the foil announements." How is this Jostens way? I have contacted coorprate as well. So if a parent requests more announcements they will be getting these horrible printed announcements? Your lack of explanation and response or the fact you refuse to call anyone back when asked. Your customer service is horrible and the way you treat parents and their concerns is horrible. To charge full price for something that is not available is not ok. If I pay the full price like other parents that received the gold foiled announcements, I want the gold foiled announcements. I want replacement and refund. You should not be in business. 
  
  Regards,
  
  *************************

  Business Response

  Date: 05/09/2024

  Again, I am sorry for your experience. Please understand I do not make these as Jostens corporate does. Im trying to help you get your refund. We do explain to students in our senior meeting to order on time. We also send emails that the school sends for us as we can not get emails from the district. These emails are sent several times and have the deadline date to order on your group ordering. It is more costly to print the digital announcements when Jostens just prints 25. It is not possible to get foiled announcements in groups of 25 at late notice. 
  I am trying to get you a refund, please email our office with school and students name so we can request the refund from Jostens.

  I and my local office take graduation very seriously and dont want anyone to be upset or unhappy.

   

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

  Thank you

  Customer Answer

  Date: 05/09/2024

  Complaint: 21688315
  
  I am rejecting this response because: Then why has coorprate stated that they print whatever you send them to print? Why do you not send them an acutal gold foiled announcement with the cut of the *** or ribbon on the first fold with the 2024 behind it and the shadow of the ** Why do they only get a cheap digital drawing of our announcments? How are you even pleased with this kind of quality?

  From there website:

  MANUFACTURING & DELIVERY
  Typically your announcements will be delivered by your sales rep if you ordered between August and November. Otherwise, in most cases, your shipment will arrive 2-3 weeks from the date we receive your order IF your school's large group order has already shipped. The group order was placed by your classmates in school and must ship before your individual order can be processed. Standard shipping rates vary.

  But nothing about cheap dipictions of the orignal announcements.

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

• Initial Complaint

  Date:05/09/2024

  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.

  Graduation products were ordered after an I made for cap and gown. The quality of the product doesnt match the cost and after having conversations with other parents it seems like those of us that ordered the invitations did not receive the same product as those that ordered them with the cap and gown, per the representative at the local store. The parent showed us the email from that individual. It is not fair that we received subpar products at the same price as others that received a better product. If there is a difference in quality then it should have been mentioned or the price should have been lower. A parent that ordered hers with the cap and gown showed her invitations and hers looks totally different from ours that was ordered later. These invitations look as if a child put them together. Very disappointed with Jostens and the product they give to customers that placed an order for invitations after the cap and gown order.

  Business Response

  Date: 05/09/2024

  Please email us at *********************************** for assistance with this. Please provide the students name and school when emailing  

  We apologize that you ordered extremely late- but these products have to be expedited when ordered late so Jostens is unable to provide foiled announcements for late orders as they take a long time to produce and expediting the digital version is costly still so we are unable to adjust the pricing. There is also an image of the announcement when ordering online that shows the digital announcement during late. 
  We also have the schools reach out numerous times throughout the year with reminders to order on time to ensure you order in a timely manner, unfortunately- you didnt do this. We are once again, sorry for the result of this. 

  Customer Answer

  Date: 05/19/2024

  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:04/30/2024

  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.

  Order number W97036347 I ordered cap&gown and announcement/invitations from this company. They were not received at school distribution. Instead we were told they would be mailed to us from staff at the school. I have tried over and over to get in contact with this company to find out where my order is. NO MATTER WHAT TIME I CALL DURING BUSINESS NO ONE ANSWERS. I have sent emails that have gone with NO RESPONSE. I want to know where my order is??This same company the school used for senior pictures. The photographer was rude to my daughter. We did not like the pictures at all and I want a refund. This company has failed to get in contact with me for months now!

  Business Response

  Date: 05/01/2024

  Good morning ***********************,

  Im Sorry you are having trouble reaching us. As you can imagine its a very busy time as half the students order after our deadlines and it is all emergencies at this point. 
  I checked our email log as we keep all of our emails and I do not show you emailing us. Our email is ************************************ You may have been calling or emailing Jostens corporate which is separate from me.

  I did check on your order and got the information from my office that you just ordered on 4/23, 5 months after our deadline. Jostens corporate is ******* your order and it is due to ship on 5/16 to your home.

  We are an in school service and we are all out of the office serving our schools needs. As you can imagine its hard to answer phones when we are out of the office and showing up in person to help the seniors of ************

  Also, my office does not do pictures and Jostens corporate does not do pictures for NISD.

  I hope this is the information you are looking for but if you need further assistance, please email my office at *********************************** and we can help you. All of our emails are closed out at the end of each work day and the fastest response back to you.

  Thank you

• Initial Complaint

  Date:05/16/2023

  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.

  Transaction was placed for bundled package for for Package of *********************** Graduation is in 2 weeks & have yet to receive. We were told they would be received on 05/10/2023 however now I am being told they are not even completed. My out of state guests will not be able to obtain an ************** have had to purchase invitations from elsewhere. Numerous ************** calls have gone unanswered to the company.

  Business Response

  Date: 05/16/2023

  Hi *****,

  I see that you need help with an order for your student. Could you please provide your students name and school so we can locate the order and see what the issue is?

   

  Thank You 

• Initial Complaint

  Date:09/12/2022

  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.

  Date of Transaction: 9/7/2022 Order Form Total: $484.96 (Amount authorized to charge to my credit card)Actual Amount Charged to my card: $549.91 Item Purchased: Letterman Jacket My daughter visited with a Jostens representative and ordered a letterman jacket, Platinum Package at her school. They did not issue receipts but allowed her to take a picture of the order form, which reflects the item plus handling and taxes totaling $484.96. I received an emailed receipt on 9/11/2022 that reflected that an amount of $549.91 had been processed by Jostens. No itemization was provided and I had not received any communication (email/phone) from the company stating that the order form contained an error. Jostens did not contact me directly to ensure that the higher amount was approved, but simply drafted this amount from my card. I emailed the company to inquire about the discrepancy and they responded with 'I do apologize for the misunderstanding. Someone from our office should be reaching out to you. The price that was on the original order form package DIDNT include the price of the actual jacket. Once we receive the package and process it, the charge of the jacket is added to it. Again, were sorry for the confusion, hopefully this clarifies things." This seems like a very deceptive business practice to give an order form with one total and then bill for a higher amount without any form of authorization from the customer when it was determined that the amount provided contained a clerical error. A friend of ours that was in line with us had a similar experience. The company didn't address this concern but rather stated that it was the customer's responsibility to satisfy the difference. They provided me with 3 options: either pay the amount owed in full (including the $60 that was left off by the company representative), pay the amount of $60 upon delivery or cancel the order. As a customer, this does not seem like a legitimate way to run a business.

  Business Response

  Date: 09/13/2022

  As of yesterday after talking to my team involved the issue has been voided and the money returned to the customer. We apologize for the inconvenience and the frustration. Human error played a part in the mishap and the amount of people attending the event. We will prepare better for our future events. Again, we apologize for the mishap and if you change your mind we would be happy to help in your daughters jacket.

  Thank You