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:04/24/2025

  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.

  Ordered 3/29/24 from Graduation Source
  Problem: I ordered their shiny navy blue gown, cap, and tassel to match or come close to matching what the other graduates were instructed to wear.
  
  Graduation Source was suggested by the coordinator for a shiny navy blue gown/cap. Products arrived and I noticed that it did not look navy, more like royal blue, but the label and paperwork showed navy so I took their word for it. My son tried it on and it fit so we threw away the packaging, marked his name/initials, and hung it up until graduation, approx. two months later. When we arrived at graduation and noticed the contrast with the other gowns, I was shocked to see that ours was clearly a royal blue. I started panicking but was relieved that there was a spare gown there that my son was able to borrow.
  
  When I notified Graduation Source vie email, Amanda R**** responded and immediately tried to deny that they sent me the wrong color. After seeing the photo I sent, she admitted that it may be a manufacturer error but was only willing to send a replacement which would've served no purpose at that point so I insisted on a refund. During our messaging, I was told only a credit, then a refund but only for the product, then only a credit but I could try to ask for a refund. She said this is typically their policy and that different schools use different vendors and do not promise color shade match even though she admitted earlier that it may be a manufacturer error. At this point I have reached the end of my patience. First, they should've immediately sent me a full refund. And I should not have to pay to send the mis-labeled one back.
  
  The pictures I've attached include screen shots of their navy and royal blue gowns. The other picture is what they sent me, and it is clear that what I received is the royal blue, even though the label and paperwork show navy blue.

  Business Response

  Date: 04/28/2025

  Dear BBB and  **** *******

  We wanted to follow up regarding your concern and complaint and let you and  BBB  know exactly what happened, since we have been communicating with you for a month with clear instructions on how to return your son’s gown to get a refund.  However, you never returned the gown as long as it was unworn or the package was open.

  Here is what we have recorded and a clear record of when you first sent an email to ****************************  under ticket number #*******.

  A complaint was opened when you sent an email to support a month ago under ticket  *******     and clearly communicated with you during that time , we first offered a exchange and you stated the graduation was over . Since then, we have been responding back and forth with you . Please note that this order was placed online, following the instructions as you stated by your son’s graduation coordinator at the school.

  We also gave you the reason why for the color you picked

  On our website, we clearly advise all customers to check with their school for the correct gown color. Unless the school or customer provides a specific Pantone number for the gown, an exact match cannot be guaranteed, and post this on our website too.  We are very sorry for any confusion, and happy to give you a refund. Also, our refund policy is stated where you order online with clear instructions on how to return your products

  We have already communicated that we are happy to refund your order once the gown is returned unused and unworn. Please send it back using a trackable shipping method.  You never responded.

  As noted previously,  by the email below , we told you , we will be happy to refund but needed the product back provided to you via email by our Customer Care Solutions Manager.  (See below ) But you never responded. 

  Thank you for your understanding, and we look forward to resolving this for you. See the next action steps below the email :

  HERE WAS THE EMAIL

   

  As you can see, we gave you clear instructions to return the product in an email to you. Our customer care solution’s manager will refund you but we need the product back.

   

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

  Hello,

   

  I am happy to speak to you about this issue. I have not been dismissive of the issue that you're facing. 

   

  The gown you received is indeed our NAVY BLUE SHINY GOWN. 

   

  We are happy to take the gown back, as stated, but I cannot refund the items if they are opened and/or worn.

   

  I hope you do understand that this is our policy, and not a dismissal of your complaint. I am happy to answer any questions you may have.

   

  A graduation is an event, and we cannot accept opened packages for a refund. Again, I am happy to answer any questions you have or help you come to a solution that is pleasing to you.

  Thank you

   

  Amanda R****, CCSP®
  Customer Care Solutions Manager
  GraduationSource

  |

   

  The next steps for you to get your refund: Action to take – once you send the product back a traceable method – add ticket *******

  And your Sales order *********, and we will surely take care of you.

  As we do all returns and exchanges, thank you for understanding

   

  GraduationSource will gladly accept the return of new items in their original packaging and in resalable condition (unopened, unused, undamaged) within 15 days of order receipt. Before you start to pack up your returns, please see the conditions of our return policy:

  A. Custom or Made to Order items cannot be returned B. Must be within 15 days of delivery C. Must be in a new & unused condition inside original packaging (resalable) When packing your items to return, please do the following steps: Step 1. Print and complete this form to include in your return package(s) Step 2. Ship your return using a method that provides you a tracking number and save that number Step 3. Securely attach your shipping label to the outside of your return box(es) Ship to: GraduationSource, Attn: Returns, *** ********** ***** ********** ** ***** Step 4. Fill out the order information required in the form below: Step 5. Fill out the return reason information required in the form below: EXCHANGES ONLY - Exchanges are handled as separate and new transactions: To make an exchange, follow the return process above, then place a new order for the item(s) you need to replace: Have you placed a new order yet ? Yes No **If you have any questions, comments, or concerns please contact **************************** Memories That Last a LifetimeReturn Form Please Fill Out Completely .

  Customer Answer

  Date: 04/29/2025

  The person responding is the same person I went around in circles with. There is one important note that she is NOT addressing and that is the fact that they mislabelled their royal blue gown as navy blue so what we ended up with was the wrong color entirely. It had nothing to do with color match. I no longer have the packaging and I wrote my son’s initials and name on the products because I trusted their label and receipt that I got what I ordered. I didn’t discover this discrepancy until right before the ceremony began when the gown was next to the actual navy blue gowns. This is what I mean by them being dismissive. I think the photos speak for themselves. They screwed up and do not want to take responsibility for it. At this point I am convinced that it will never get resolved until it’s passed on to someone else at their company because not once did this person acknowledge that they sent me the wrong color mislabeled

  Customer Answer

  Date: 05/02/2025

  The representative at Graduation Source included some of the many emails that were exchanged between us in her response to BBB.  I noticed she didn't include the following email that she wrote admitting that it may be an error on their part:

  "Hello, I am sorry you are disappointed with what you received. I do understand this may be a manufacturing error. I would be happy to send a replacement if you think the color was incorrect.
  Please let me know how I can help!"

  Looking at the pictures I provided, there is no doubt that it was a manufacturing error as she stated may be the case.  But yet she appears to be so certain now that it was not the wrong color.  What caused her to reach that conclusion?  It is obvious by looking at the pictures that I have the royal blue.  If they want to be certain maybe they can send me a swatch of each color so I can place them on the gown and take a picture. The rep suggested returning the gown at my expense for a credit or possibly a refund (for the cost of the products only) but it has to be in it's original packaging and not worn.  I explained that although my son has not worn it I no longer have the original packaging as I took their word for it that it was navy based on the label (mislabel) and threw it away.  So why does she keep pushing that solution?  And why would I have to pay for shipping when it's a manufacturer's error?  

  I have written everything I could possibly say about this.  As I mentioned in my last response, someone else like a supervisor or a manager, or maybe the owner, needs to take a look at those pictures and confirm that I received the wrong color and do what any reputable company would do.