Herff Jones Omdömen 55

Description of Complaint

I am filing this complaint regarding a dispute with Herff Jones concerning a graduation cap and gown that I returned within the required timeframe.

Herff Jones has informed me that they intend to charge me $500 for the cap and gown despite my having returned the products as instructed. The company explained that due to logistical challenges during the graduation season, customers may be held financially responsible if Herff Jones is unable to timely track or process returned products.

I believe this position is unfair and unreasonable. I followed the return instructions provided by Herff Jones and returned the products weeks ago. At no time was I informed that I needed to take any additional steps beyond the return process outlined by the company, nor was I advised that customers would be responsible for ensuring that Herff Jones properly tracked or processed returned products within its internal logistics system.

The fact that Herff Jones may have experienced delays or difficulties in processing returns during a busy graduation season should not result in customers being charged for products that were properly returned. Any failure to timely track, locate, or process my returned products appears to be an internal operational issue and not the result of any action or inaction on my part.

I am requesting that Herff Jones remove the proposed $500 charge, acknowledge receipt of my returned cap and gown, and ensure that customers are not held responsible for delays or deficiencies in the company’s internal return-processing and logistics procedures.

This is the worst company I have ever worked with. I wish colleges and high schools would stop using them as their seller. I rented my regalia for my college graduation and returned it over a month ago just to receive an email saying that I will be charged an additional $150 because they had not received my order. I called them and all they could say was for me to call FedEx. When I called FedEx they confirmed that the package was in fact delivered. I then called back and the customer service representative said that "everyone received that email as a reminder." That email was not framed as a reminder at all, it stated that I had not returned my regalia and would be unfairly charged more for it. Plus, when I originally called she even said that I had not returned it. The way they run their company is awful and I will have a serious issue if I am even charged one more cent from them. If you can avoid it, never use this company!

Terrible workmanship on my son’s class ring the sales person convinced us to buy a black stealth ring, to begin with they lied about the day it would arrive it arrived a month and a half later and after receiving the Ring and just three weeks, the black started to fade off very disappointed paying $600 for a terrible terrible ring

Have been in a position where I have used them 2 years in a row for cap and gowns and diplomas and they are honestly awful. Response time is insanely slow, orders are not placed by accident and we have some very unhappy families at our school. Do not recommend

My graduation photos arrived today, and to say I am disappointed would be an understatement. Multiple photographs contain visible markings and imprints that should never have passed quality review. This was not shipping damage. The outer packaging arrived intact, which makes it even harder to understand how something this noticeable was allowed to leave production.

Graduation is not a repeatable moment. These photographs were meant to preserve years of sacrifice, exhaustion, discipline, and accomplishment. People trust companies with milestones like this because these moments carry emotional and personal value that cannot simply be recreated once damaged.

What makes this even more frustrating is that the issue appears across several photos, not just one isolated print. At a certain point, it stops feeling like an accident and starts feeling like a complete disregard for quality control and customer trust. We paid for professional products and expected those memories to be handled with care, not delivered in a condition that immediately takes away from the experience they were supposed to preserve.

I ordered a master's cap and gown for my graduation, which I paid for with PayPal (as a withdrawal from my bank account.)

I was so busy with school that I did not notice I hadn't received a confirmation email or order number until my classmates' gowns began to arrive.

I contacted Herff Jones with the Paypal and bank receipts a few weeks before graduation. They stated they could not find my order, although I had clearly paid for it. I contacted them by phone and email for the next two weeks and finally had to purchase a second cap and gown through the bookstore just to be able to attend my graduation.

Their last email to me stated that they could not help me as they do not accept PayPal payments, though I provided a receipt for a payment that was made through PayPal.

It was a very confusing experience. I have now filed disputes with my bank and PayPal in hopes of finally getting a refund.

I purchased my daughter's ring 02/16/2026. I contacted customer support for an update and was informed that the ring had been complete and I need to reach out to my rep for delivery instruction. I reached out to my rep Daniel Ramirez, and he is unresponsive. I called back to customer support and was told there was a backlog in material and the ring was not ready. These people do NOT know what they are talking about. Zero Communication. My daughter's 16th Birthday was May 19th, the intent on the ring was to be her big gift. Her party is this weekend and NO RING OR COMMUNICATION. I Spent a pretty penny when I could have gone elsewhere. DO NOT PURCHASE FROM THEM.

I wish I could leave a negative star, because one star is too generous. On Feb 3rd, 2026 I purchased The Essentials Package for $139.95. By April 20, I had not received it and called the SC high school rep. She stated it would go out that week. It did not. On April 30, I called again, they assured me it would go that week or early the following week. It did not. I called back on May 7th, as I received a tassel, but no cap or gown. The rep said it should have gone out but they don't have a tracking number. They would get back to be ASAP. They did not. I called the next day May 8th, they rudely let me know they have 48 hours to get back to me. Here it is May 19th - 3 days before graduation and no gap & gown and no response from Herff Jones.

They gave her the incorrect regalia for her school and degree and my sister almost walked with the wrong hood for her MD unknowingly (thankfully the bookstore on campus had extras the day before). Charged $120 for it and they couldn’t even have the decency response to any of our messages trying to sort it out. She took all her photos in it and now need colors edited in all 300 or to take them all again.

The most sorry company I have ever dealt with. Got a refund, no apology or whatever. Daughter not able to walk for my Masters degree. Ordered in plenty of time.

Absolutely terrible experience with Herff Jones.

I purchased “Graduation Package 5” on March 15 for over $200. The package explicitly included:

25 Announcements
25 Tissue Inserts
25 Envelope Seals
Cap, Gown, and Tassel

On April 4, I only received the cap, gown, and tassel. The announcements, tissue inserts, and envelope seals NEVER arrived.

I checked my mail every single day leading up to graduation because I genuinely believed the rest of the package would eventually show up. It never did. By the time graduation passed, the missing items were completely useless even if they had arrived late.

What makes this even worse is Herff Jones’ absurd return policy. Even after paying such an outrageous amount for the package, you are still required to return the gown immediately after graduation or risk being charged an additional $150 late fee. So somehow they are extremely organized when it comes to charging students money, but completely disorganized when it comes to actually delivering what customers paid for.

Their customer service is one of the most frustrating and inefficient systems I have ever dealt with. Over the course of a week, I called approximately 15-20 times and only managed to speak with an actual representative twice.

The first representative told me there was “nothing they could do” to refund the missing portion of the package or even reduce the charge to the regular regalia rental price.

The second representative essentially repeated the same thing and admitted they could not even verify or guarantee whether customers receive their full packages at all. That statement alone should concern every student and parent considering ordering from this company.

This is not how a legitimate corporation should operate — especially when dealing with students already paying hundreds of dollars for graduation expenses. The lack of accountability, lack of communication, and refusal to resolve such a basic issue is unacceptable.

At this point, Herff Jones has refused to work with me or resolve this amicably, leaving me no choice but to file a credit card dispute to recover money for items that were never delivered.

I would strongly discourage anyone from purchasing bundled graduation packages from this company. Based on my experience, there is apparently no guarantee you will actually receive everything you paid for, and if something goes wrong, customer service will simply send you in circles until you give up.

Terrible company. Cap and gown ordered in April. We are now 2 days from graduation and it is not here. I have called 3 times and sent 2 follow ups. "They are working on it" Totally unacceptable

Ordered cap and gown the day we were able to back in like Feb/March… graduation is in two days and most of my class doesn’t have their regalia. Insane actually.

Buyers, beware! If I could give Herff Jones zero stars, I would. I ordered the doctoral regalia associated with my university; when it arrived, it didn't come close to fitting, despite the size that was shipped matching up with the measurements that I'd submitted. I made multiple attempts to contact HJ about this via the message/email function on their website, none of which were ever responded to. When I finally was able to reach an associate by phone, the return process turned into a nightmare - and, despite HJ having received my return in unused condition over a week ago, they informed me that the earliest I may receive a refund is six weeks from now. I'll be contacting my university and urging them to contract with a different supplier when the time comes to make that decision. I couldn't recommend HJ any less. If you can, look elsewhere for your regalia.

Like many others, ordered my regalia far in advance and only received it 2 days before my ceremony. No communication, had to initiate everything and was given multiple empty promises of when it would ship and excuses as to why it was taking so long (even though the bookstore literally has the exact same materials in stock). Horrible company that doesn't care since they have a monopoly

I wish I could give zero stars. I also wish universities had other options besides using Herff Jones.

I ordered my cap and gown three months ago, and I graduate in two days. I will be driving early on graduation day, so if I do not receive my cap and gown tomorrow, I will not have one for graduation.

Customer service has been extremely frustrating with very long wait times. Every time I call, I am told they are aware of my graduation date and that I will receive my order before graduation. Meanwhile, the website still shows my order as “in production,” and I have spent over an hour on hold trying to get answers.

Students work hard for years to earn their degrees and deserve better support during such an important milestone.

They suck. Ordered my cap and gown FIVE MONTHS AGO, I was notified late last night (three days before commencement) that the order had been cancelled. They are an unreliable, unprofessional, worthless excuse for a company. I am so dumbfounded that a university as esteemed as Purdue would count on such a horrible worthless can to do anything correctly. They left myself and at least twenty other classmates high and dry three days before commencement when they had five whole freaking months to get this order together. THEY SUCK! I NEVER EVER WANT TO SO MUCH AS HEAR THE COMPANY NAME EVER AGAIN, THEY TRIED TO RUIN MY GRADUATION!!!

Placed order, they waited till last minute to ship it...it arrived with missing cap and gown items... called several times, emailed several times always were told it will be there, we will let you know....you guessed it no communication no items. College Commencement, hard work to get there, and these scum bags ruined it. Thanks for ruining another person's special day...lowest of the low

Cannot stand this company. I graduate in 2 days with my doctorate that i spent 8 years total working on, NO REGALIA. I called today & they just keep saying “its in production” I ordered on March 19, confirmation email stated I would get it April 9th. Called on April 16th, they claimed its expedited… fast forward to May 6th (2 days before commencement, 1 day before hooding) & they keep saying in production. 11 of my classmates cannot get walk due to this horrible company.

I would honestly give 0 stars if i could...terrible customer service for how expensive their products are they should get to you in time BEFORE your graduation...mine and my fiance's did NOT