ComplaintsforJostens Inc

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 18, 2023 I placed an order with Jostens for my class ring which costed $827.36. It was supposed to be shipped in January 2024. When it didnt ship I called and they said itd ship in February. When it didnt ship in February I called again and they told me March. When it didnt ship, I called today (April 1st) and they told me April 16th. I told the representative I wanted to speak to a supervisor because at this point every time Ive called theyve postponed the ship date without any explanation. I was in hold for nearly my whole lunch break (45 minutes) and never got to speak to a supervisor.

  Business response

  04/02/2024

  Hello *******, 

  I tried to call you, but there was no answer, so I left you voicemail with my contact information.  Please contact me so I can verify the direction you want to take on the order for ****'s ring and I can explain what is going on.  Once we discuss this and you know all the options and I know what you would like to do we can move forward. 

  Please contact me at the phone number I left on your voicemail, at your earliest convenience. 

  Sincerely, 

   

  Consumer Affairs - Jostens. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "Golden Ticket" for my son's high school graduation which included a cap, gown, tassel, souvenir tassel, announcements, thank you cards, name cards, senior hoodie, 2 t-shirts, ****** backpack personalized, keychain and sunglasses for $320. Our balance was paid in full on 12/24/2023. The only thing we received was 2 tshirts. Monday the 25th we received the cap, gown, tassel and announcements. I have been emailing the school rep ************* and his assistant ********************* for MONTHS with promises "they will be delivering these items to the students soon". They never did. Now, I can't get him to answer emails or voicemails. I have contacted corporate and was told to call the school rep, that is useless. I have called another number for ******** and they tried to get ******* on the phone with no luck. I have contacted the school and they are trying to get in touch with him. At this point I want a refund. His senior year is over and these items are of NO use to him and after all the hassle we have been through I just want a refund. The cap and gown costs right at $49 and the announcements right at $39. I feel we are entitled a refund of $230 for the items we never received. We should not be charged for the 2 tshirts we did received after all of this.

  Business response

  04/02/2024

  Good morning, 

  I just spoke to the local representative's office, and they will be contacting you very soon, regarding this issue.  As this representative is independently owned, they will be the ones you will need to work with.  Please let us know if you need further assistance. 

   

  Sincerely, 

   

  Consumer Affairs - Jostens. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase of a frame for my Doctoral Degree on December 23rd, 2023 and I NEVER received the frame. Its been almost 3 months with no email or phone call with updates. I hade to call on three separate occasions to get an update and today was one of them. I want a refund for order #W9281071. The customer representative said he but in a request but couldnt email the request until it was approved. Please provide a refund. Thank you!

  Business response

  03/18/2024

  Good afternoon, 

  I see you called in on 3/15/24 requesting a refund and the refund was submitted.  The refunds typically take 7-10 business days to process, however I have submitted an expedite request to get this completed as quickly as possible.  When it is completed on our end, I will send you an email so you will know when to watch for the credit. 

  Sincerely, 

   

  Consumer Affairs - Jostens 

  Customer response

  03/19/2024

   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.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apparently to change an order you must wait a full 24 hour? Why is that, its in their system, this is the only company I have ever seen do this type of business tactic. I am ordering a cap and gown for graduation and I ordered the wrong one, I called customer support since I never even had the option to cancel it myself and the first thing I was told was I had to wait 24 hours to call back. Issue is Im not sure if I can change it now, my schools deadline for this was today. Horrible business tactic I guess theyre hoping I forget about it tomorrow and continue to charge me a higher price for a package I dont want. Scummy business.

  Business response

  11/07/2023

  Hello ****, 

  Thank you for contacting us regarding your order.  We can still make changes to your order, as per your phone conversation yesterday, you wanted to order a different package.  I left you a voicemail for you to contact me in the next 24 hours to let me know what changes you would like to make and provided you with my contact information. 

  Thank you, 

   

  Consumer Affairs - Jostens 

   

   

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered yearbook in 2021 for my daughter who graduated in 2022. It was supposed to be mailed to our homes. Still no yearbook. Not just mine but the entire order for the school has not been received. Pretty sure this is not the only year this is Happening to from ************************************************************* in ********** **

  Business response

  10/26/2023

  Good morning ******, 

  I'm sorry you haven't received your yearbook yet, and want to you know that I have passed this on to the supervisor of the yearbook department.  I have asked them to contact you within the next 24 hours, in regard to this issue. 

  Respectfully, 
  

   

  Consumer Affairs - Jostens

  Customer response

  10/26/2023

   I am rejecting this response because:
  I only have 10 days to respond to this before BBB assumes issue has been resolved. 
  ****** did have a customer service representative reach out and this was the info given: 

  Jostens states that the delay is on the part of the ****************************** HS getting all documents in in a timely manner.

  ****** now claims that the 2021-22 yearbooks have been printed and will be mailed to the homes of the students by mid November.  Which is over the 10 days that the BBB would assume the issue has been resolved. I would like to keep this open until it has actually been resolved.

  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/12/2023 - received high school marketing information for caps/gowns/announcements and rings. This is a complaint about marketing practices and disregard for environmental concerns. There was excessive marketing material that could have been found on their website. The worst complaint was the company provided a ring sizing sheet of thick plastic rings in all sizes to EACH STUDENT. The ring sizer was a waster of plastic, cannot be recycled and cannot even be cut up so it doesn't harm anything that comes across it once it is disposed of. Complete lack of consciousness with future of environmental responsibility.

  Business response

  10/16/2023

  Good morning, 

  Thank you for your communication and sharing your concerns with us.  I have passed this on to the appropriate department to address these issues. 

  Sincerely, 

   

  Consumer Affairs - Jostens 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A separate entity from the school ordered a banner from this company. Instead of billing this entity, they billed our school. They realized their mistake and credited the original invoice. Then a month later, they once again billed us for the same banner. Once again, I complained and they credited us against the new invoice. Now, today, I received another invoice for the same banner. I have called and emailed since April of 2023. I am done trying to deal with this company. I would appreciate some help from a higher entity.

  Business response

  10/04/2023

  Hello ******, 

  Per my conversation with you earlier, I am reaching out to the correct department to get this issue resolved and someone from **** should be contacting you soon. 

  Thank you, 

  Consumer Affairs - Jostens 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a class ring for my child and it arrived with an entirely different name engraved. Tried contacting ******* listed in my email to only receive generic responses. They took no responsibility for the issue and didnt offer to expedite the process of having it fixed. Had to ask several times for refund options and then informed it could take a month to get my money back, but even that wasnt guaranteed.

  Business response

  09/20/2023

  Good Afternoon ******, 

  Per our conversation on the phone today, I will continue working on this and follow up with you with an email.  

  Thank you, 

  Consumer Affairs - Jostens

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a yearbook for my son. Jostens did not print his picture in the yearbook even though he had pictures taken at the school. I was advised that they received the same complaint and problem from a handful of other students/parents. I contacted the school the day school distributed yearbooks and was advised by ************************* at the school that Jostens was issuing a refund on 5/25/23. On 5/31/23 ****** advised me that the rep advised it would take ***** days to process the refund. On 6/19/23 ****** advised the Jostens rep advised the refund was completed on 5/25/23 and the problem must be with my credit card. On 6/19/23 the Jostens rep ************************* advised me via email the same thing. On 6/21/23 I advised ****** that I still have not received the refund. On 6/21/23 ****** advised me the refund can take up to 2 billing cycles for the credit to show for $88.91 (I paid $92.40). She gave a # of W85458943. I have heard nothing further and still have not received a refund. ****** advised me that she is only the sales rep and does not have access to the actual refund process. She advised she has shared with that team mulitple tmie of my frustration and disappointment. This is a mistake that will forever affect my son as he is not pictured in the yearbook. Years to come people will not be able to see his face that year.

  Business response

  07/13/2023

  Thank you for letting us know about your recent experience with Jostens.  We are sorry to hear of the issues you have experienced with your yearbook order.  I wanted to provide you with a quick update. We are currently working to resolve the issue of the delayed refund and an expedite has been requested. Also, I wanted to share I understand that a specialist reached out today and left a voicemail message for you.  Please know that I will be in touch with you soon with an update.  Thank you for your patience during this time.
  Sincerely,
  ******************
  Jostens Consumer Affairs

  Customer response

  07/15/2023

   I am rejecting this response because: The voicemail that Jostens left me did not provide a call back number and the representative only advised that they were working on a refund which is exactly what I have been told since my first communication with Jostens over a month ago.  

  1. I still have not received a refund.

  2. Jostens did not confirm the amount they are refunding (this should be the amount I paid).

  3. Jostens did not address my request of providing me with a future credit of $100.00 in addition to my refund.

   
  

  
  

  Business response

  07/18/2023

  Thank you for your continued communications, ***************  We apologize if the specialist did not leave callback information.  We do know she attempted another call later in the afternoon. We are sorry we missed you.
  In response: I have included your points below and have shared the following updates/information.
  1.           I still have not received a refund.
  We received an update on Monday with tracking:1Z5575150174514143.  Tracking shows the check as delivered on Monday, July 17.  Please let us know if there is any conflict with the tracking information supplied.
  2.           Jostens did not confirm the amount they are refunding (this should be the amount I paid).
  The refund amount was $92.40 which is in agreement with the stated amount in your complaint.
  3. Jostens did not address my request of providing me with a future credit of $100.00 in addition to my refund.
  While we can and do empathize with the situation of missing images of your son, and we are sorry to hear that he was not included in the yearbook, we would like you to know that this request is tied to a content concern. Our role in yearbook production is printing,and we print what we receive.  As such,we recommend that you reach out to the school yearbook adviser and/or yearbook team as your request is related to the content development of the yearbook. 
  We would like to add that we are sorry that this has not been an ideal experience for you.  And that you please let us know if you have additional questions or concerns.  We can address via the BBB or arrange for a specialist to reach out to you.  Thank you again,*******, for bringing this to our attention.
  

  Customer response

  07/29/2023

   I am rejecting this response because:

  1. I have been dealing with this issue that should have been remedied immediately for 2 months.

  2. My son's picture did not appear in the yearbook.  ******** was given the photo and did not put it in the yearbook and instead keeps pushing blame on other's instead of making up for the issue.  This will affect my son year's to come as when his peers look back on their yearbook they will not see him.

  3. At a minimum ******** should provide me with a credit of $100.00.

  
  
  

  
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a graduation package for my son, I received some of the stuff from the package that wasnt requested, so I emailed jostens and contacted consumer affairs because I couldnt get ahold of jostens by phone or email. Jostens had them shipped the items that was ordered to correct the wrongs. My son picked his cap and gown up at school with just envelopes and invitation cards, so that left the rest that was suppose to be in with the invitation cards wasnt there. I then contacted jostens by email again to let them know things was missing yet again. I received that stuff the week of graduation, so no invitations got mailed out. Im still missing the stacked tassel (souvenir tassel), I have contacted jostens by phone twice and I still havent received the tassel. Im filing this complaint in order to get the tassel that was purchased, considering that I have contacted them several times about it.

  Business response

  06/14/2023

  Goodmorning ******, 

  Thank you for contacting us and letting us know that you still haven't received the tassel.  I am getting one sent out to you and you should have it by the end of this week.  I will be mailing it to your address on file and send you the tracking number once we have it.  You should receive some communication from a specialist by email in regard to this, soon, if you haven't alredy. 

  Sincerely, 

   

  Consumer Affairs - Jostens.

*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. ↩