Jostens
Reviews and Complaints

Today I received my Yearbook, which was delivered to the school 2+ weeks behind schedule. This is inexcusable lateness considering that even if Jostens had needed to reprint and bind the entire order of Yearbooks, they would have likely arrived quicker.

Upon examining my 2-week-late Yearbook, I found a series of mistakes which the Yearbook company I was previously with never made.

Stock images were used on the cover page, still visibly reading the word “stock”, showing that Jostens did not bother to purchase the image.

The name on my personalized Yearbook was not centered to any extent in the corner of the cover or by other means of alignment.

Bindery was performed incorrectly and as a result of such, the spine’s lettering was not centered.

There was only one autograph page, which was aimlessly placed in the center of the Year in Review pages.

I sent my ring back to them with a check for a simple warranty service. They took the check, and then silence. When I called to ask about my ring, they told me it was accidentally sent to the wrong address and was on its way back to them. For two weeks, they kept promising to send it to me overnight, again and again, but they never gave me a tracking number or called me with any updates. Whenever I called, I got the same promise: "We'll send it overnight today." I started to wonder, are they just stalling to make a new one? Or is it all just a scam? It's hard to say with them; their replies feel like empty promises. This is the kind of service I'd expect from a tire shop, not from a jewelry company.

We tried to place an order with Jostens but ultimately they cancelled the order when I asked a question about their terms and conditions to customer service. They provide no options for the school to accept the money and place the order.

I placed an order online for a yearbook for my daughter's middle school. I advertise the cost as $30 per yearbook. The company added a $3 "service fee" on top of that, plus tax. Kind of high, but ok, no problem. When I placed the order I had to agree to the terms including this line "We reserve the right to change the Service and Delivery Fee at any time and for any reason." (see the terms at https://www.jostens.com/about/legal/terms-of-sale)

I emailed them asking for clarification about these arbitrary terms, and their response was to just cancel my order and refund me. No explanation at all.

I literally don’t even want to give an entire star.

Where do I start?

The ordering process was easy. That is the only good comment I can make in regards to Josten’s.

The rest of the process was a complete nightmare.

Jewelry side, they sent my daughter a ring with the wrong school name. Her school’s name changed in her Sophomore year. Therefore, that should’ve even been an issue.

It was their error; however they made us submit through the warranty. We did not like the jewelry box we purchased and when I called about the ring I told them just that. I wanted to return the jewelry box and asked for a label. I was told to keep it and that I would receive a refund. To date, I have not received the refund.

Now I want to address a different issue with my order. The announcements and thank you cards.

I never received the thank you cards nor tissue overlay paper. I received the announcements the day before graduation. I was told you can still send announcements after graduation. Really? Who sends them after? I literally have all these announcements that I can’t even send because what’s the point? The graduation already happened.

What really upsets me is the fact that the announcements were purchased November 2022 and on the box they came in it clearly states “plan to mail your Announcements at least two weeks prior to your graduation ceremony.”

We are very unsatisfied and feel that we should be compensated for everything.

Regards,

Ron & Angela F

I placed an order for over $300. My order was paid in full at the time it was placed with an extra charge added for expedited shipping. This order was placed on 4/16 for Eastern Kentucky University. My announcements were fine but when I presented my son with his diploma frame it was for the wrong school it was for Eastern Washington University. It took forever to get thru to someone to have this replaced but I was FINALLY able to do so on 6/3. On 6/14 I received an email saying that my new frame should be arriving on 6/17 for The University of NM ALBUQUERQUE and it is being shipped to NM when my order was for EKU and supposed to be delivered to Kentucky. I am very dissappointed and vow to NEVER to business with this company again! Please pull it together Jostens and get my son the diploma frame that I paid for months ago so that he can display his diploma that he worked so hard for! Sincerly, A NOT SO HAPPY MOTHER

High pressure sales - distressing to try and navigate website especially because the company appears to manufacture deadlines that aren't real but just intended to pressure families into purchasing very expensive graduation packages they don't need or want. Families of graduating class are targeted through school emails with high pressure sales. The Jostens website is so difficult to navigate that we actually had to call repeatedly and sit on hold just to find out how to order a cap and gown without having to spend hundreds of dollars on unwanted "packages". We had been told that today was the "deadline" only to find out that, in fact, there is no deadline to order a cap and gown. I will be letting our school know about this kind of tricky, high pressure sales. The website also seems designed to deliberately evade customer inquiry - took 15 minutes just to locate their phone number. I decided to write this review while sitting on hold.

Ordered high school graduation invitations for my son with expedited shipping on 5/19. A few days later, l Jostens website indicated that the invitations would be delivered a week after the graduation. I cancelled my order on 5/23 with ***, a Jostens customer service representative that had also sent me an email that a refund of $94.11 would be deposited to the original payment method in *** business days after the *** hours of the cancellation to be processed. The cancellation wasnt placed until June 8th. I called back on 6/7 since the refund wasnt processed. ***, another customer service rep told me to wait a week. Called again on 6/14 and another *** told me to wait 2-3 weeks. I called BOA to file a dispute. I called Jostens again and spoke to ***. She told me that the refund department is behind and to wait a week due to the pandemic. Jostens still has not refunded me as promised. Bad business practices!

I contacted Jostens regarding a refund on my order for my childs cap and gown and accessories. I was told because the school has stated they are postponing the ceremony with no actual date in mind which when i contacted the school was told possibly September they were not doing refunds at this time but once they get a confirmed date they would then and only then discuss wether they would issue refunds. I feel this is wrong my son will not be walking in September or any other date. School is basically over and he does not want to walk months after his supposed graduation date. I think it is wrong that i have paid for a product that will not be used and jostens will not refund these items. I find this to be Bad Business and in my opinion this makes them theifs. I understand this is an unprecedented time but we should have the option at this point wether we choose to have our kids walk or not and refunds should be an option. DO NOT USE THIS COMPANY

I ordered my cap and gown for my masters before Covid, (back in February). The cap and gown was supposed to be delivered but obviously has got pushed back. I have messaged multiple times asking the updates as people have got their cap and gowns from others schools from jostens, and this is getting ridiculous. I have gotten a different answer every single time someone has responded to me. I was told I would have it by the end of May, I was told it was packaged up and shipping within a few days, I have NOW been told they don't know when it's shipping out yet... Like we can't even get it together within the company itself? I understand COVID put everything on hold, but I also paid for this, and this is getting ridiculous! Can't we just be on the same page within the company? Then I get told "you can track your information here... mind you it just says that I purchased it and there's no tracking information available!" Very frustrating... Think about it as if you were the customer.

I am very disappointed in this company and it's really sad that this this is the only option for schools. Placed an order on 03/06 with delivery date of on or before 3/21. Didn't receive ordered items on the date it stated waited until Friday 4/2 and called to check on shipping information. The representative I spoke to stated there was a delay in one of their plants, but item was being shipped and if I didn't receive it by Thursday 4/7 to call back. I called back today considering our mail had already ran and no announcements delivered yet and the representative I spoke to today told me the exact same thing as the representative from Friday the only exception was that they would be mailed out by end of week. I asked to speak to a manager or supervisor due to being told the exact same thing as Friday and she told me that is an extremely long wait to speaker to a supervisor that's ok I will wait Graduation is in exactly 4 weeks from today and something needs to be done. Not impressed.

First of all, I understand this has been a hard year for everyone (businesses included.) However, sometimes you have to step up to the plate and make adjustments and go with what you have. I ordered my son a tassel for his graduation set for May 16 on April 30 from Jostens. I paid express shipping for the product. It is not cheap! I received an e-mail stating he could pick up the tassel on a set day (May 5) at the high school. When he asked for it, no tassel was to be found. At this time, graduation was changed to May 23. I tried to contact Jostens several times but could not get anyone on the line. I actually waited 30 minutes on one occasion. I finally hung up and let them call me back, and I received an automated call the next day saying the product would be shipped. I e-mailed them on May 25 asking for a refund only on the express shipping. They said they shipped the tassel on the 26th with express shipping. I e-mailed again letting them know he has already graduated, and we did not need it here express now. They ignored the e-mail and sent another one back thanking us for our order.

I have experienced the same as what Mike in the complaint below has experienced. I, ME, MYSELF BOUGHT, PAID 2 tassels and a keychain for $48, which there's no question is ridiculous, especially since we can all agree probably was made for all of $5. I was put on hold for 35 for the FIRST rep to come back and say it was most likely at the school. I ask why as I'm the one who paid for it, needed it to take my own pictures of my son as I already had my eldest son's cap and gown. I ask to have the local rep. call me so we can make arrangements for pick up. I go on hold again for 15 minutes. She gets back on to tell me she can't reach the rep. She states she will call me back to keep me from holding. I said that would be great. NO CALL BACK. I call again. Explain again. I then ask the SECOND REP to request for Jostens send the order again, to my address this time and the rep. can pick up the items whenever they go to distribute them. Pretty much the answer is NO. I ask for a refund and he tells me that it would take 5 to 6 weeks to credit my credit card. I ask to speak with the manager, the rep puts me on hold for now what is 1 hour and 18 minutes.

I bought my daughter's class ring through them thinking that their protection plan would be a good thing to have. In their protection plan and claims that the ring is lost or stolen they would replace it, never saying that there would be fees. I understand that if you replace something yes you should pay for it but when you pay extra for the warranty and there are no fees displayed or mentioned that there will be fees then I feel like I paid extra for the protection of getting a ring replaced at no cost. I get that it's a little cheaper than it would cost for me to order the ring again but the principal of the fact is there's no mention of fees for this upgrade of $100 for protection of replacing the ring. And don't get me started on how many emails I've received about a yearbook from last year because they couldn't sell it due to the fact they were charging $75 when we our kids were going through COVID restrictions and we're not even really at school... I'm not looking forward to getting my daughter's senior cap and gown from this company since that's the only one around us I wanted to order her some senior gear, but I guess I need to find somewhere else to go

I wouldn't even provide 1 star, but that is the lowest rating I can provide. I called this company months in advance to ensure that my Cap & Gown order would be able to be sent by a certain date so that my family could plan a trip to my school for pictures. This company was certain that there would be no problems with meeting that date and that it would be sent even sooner! A few weeks prior to needing it, I called again to make sure things were still on track - all was good! I was told that they would follow up with distribution and that they would include me on the email and also respond via email as soon as it shipped. No emails. I call again 3 days before the trip and the company said there is nothing they can do and it won't be shipped for several more weeks. When I was trying to better understand the roadblocks and constraints they were having, the man I spoke to muted his phone off and on while he was speaking to make it sound like he was cutting out...this lasted for roughly 5 minutes before I gave up. I was left with no information and am stuck with a photographer bill for a trip I have to cancel. Do not waste your time with this unprofessional company.

I ordered online (over $400) and there was a promotion that said free hoodie with purchase before October 19th, so I took the hoodie out of my original order so I could get the free one. I did click on the promo to see what the conditions were to get it and it did NOT SAY a specific ring or anything like that so I went on with my order. A friend told me that it will ask late into your order about the free stuff. So I continued through it and it never asked. So I called after my order was complete to see why it wasnt asking and to show proof what the promo said since it was still there. But the lady told me that I had to wait a day or two for the order to come through for her to see it and to tell me what happened. I then emailed the following day my concerns since she told me I could do everything online. Still waiting on that answer. So I called again today and the lady told me I had to contact the local rep cause all promos go through them. So then I called the rep and she told me that the type of ring I bought did not qualify me for the hoodie. And I told her that it did not specify if it was for a ring or anything online. And she was very rude and said Ill add it this time but you didnt qualify for it. I said okay thank you and she said GOODBYE. WTH! Great customer service you got there ***. And keep up the good work on your false advertising! You got me!

ZERO STARS - DO NOT ORDER FROM THIS COMPANY. The WORST customer service I have ever dealt with and I work in customer service. I ordered a tassel for my son to wear for graduation and it was not with its order. On the order it specifically said "***SHIPPED SEPARATELY". I have called for 2 WEEKS trying to get SOMEONE on the line, I sat on hold for hours hoping they would pick up. I also had left my number to get a call back, and STILL NO RESPONSE. I have emailed and nothing. I tried to log into my account and it advised to call. FINALLY I was able to get contact via Facebook messenger - pathetic! Then they tell me I still owed money! HAHA I have proof of payment in full they are terrible at checking their own records and how do you lose a payment? Come on! THEN THEY SAID SORRY FOR THE CONFUSION. No confusion - I know I paid, seems like your company is confused. They finally tell me my rep will drop off at the school, but no time, no day - NOTHING! I demanded it be shipped or dropped off at my house and still nothing. You guys suck! I dont understand why it would be shipped separate from the rest of my order when it is PAID FOR! and refrain from telling you are suffering from COVID-19, you guys are still banking on Senior memorabilia. We were going to order my sons ring from you but not now, not ever! We as parents did our due diligence to make sure their crappy end to a senior year is special, paid on time, ordered on time, and you guys really screwed that up!

I have done business with Jostens since 2005. I have never been satisfied with the way their oval rings are depicted with the final product. After a recent experience where I was provided misinformation by several customer service representatives, and Jostens being unwilling to modify my ring according to the information I had been provided, I decided to part ways with them. There is another mass production Jewelry manufacturing company - very similar to Jostens - but who operates very differently. So I will no longer do business of any kind with Jostens ever again. There is no need, since this other Jewelry manufacturing company has exceeded my expectations of outstanding customer service and the willingness to special accommodate making modifications to the ring I recently ordered. The quality is outstanding. I am not willing to have any further contact with Jostens. If they respond to this review and invite me to have one of their managers reach out to me, please tell them I am not interested. I am also writing this review so that others who are dissatisfied with Jostens can know there are other options out there for collegiate, high school, police and fire, military, and other kinds of mass produced rings other than Jostens. In short, customers are not tied at the hip with Jostens. There are better options out there -- and perhaps if enough people protest with selecting another jewelry manufacturing company, Jostens will finally get the hint they need to examine and change how they do business with their customers.

Jostens gets one star because I could not go on without any stars. Ordered Graduation Announcements & Cap and Gown on March 28th. Orders were sent to the school and half the kids were missing their announcements, Jostens told the school that the missing announcements would be mailed to the homes directly. Checked the website by name and it said "Will be delivered to you on or before May 9." Today is Wednesday May 12th, Graduation is Wednesday May 19th. I called Jostens and they said my order was shipped today and will arrive in 3 business days - - SO, 2 DAYS BEFORE GRADUATUON! I asked to cancell and request a refund, Lindsey at Jostens told me it would be 6-8 weeks for my credit card to be credited AFTER I return the announcements. I asked to speak to a supervisor and got Belinda, who could not care less and agreed to give me a refund in 3-4 business days. I don't know if that will actually happen. After I was done speaking with Belinda she asked if there was anything she could do for me, I said "no" but stayed on the line to complete the survey after the call. Belinda did not hang up and the survey did not come on for over a minute, I finally said, "Belinda, I am not hanging up, I am waiting for the survey" at which point my call was disconnected. I do not recommend them, make your own announcements. Even with a refund they cannot make this right. It is completely unprofessional to not notify customers that orders will not be filled or filled on time. If the school did not make us order the cap and gown through them I would not do business with them.

Where to start? I placed my order April 25. Paul R was the sales representative. and believe you me, he thinks he can sell. Here are the facts, Paul R has to be the worst customer service or sales representative I have ever come into contact with. first the incorrect ring showed up. an entire side of the ring was incorrect, as was the cut of the stone. it was supposed to be sunburst facet cut. and he gave me premier which looks like a piece of glass. aside from that, it isnt what I paid over 1000 dollars for. Then Paul was nice when I had the incorrect ring, although he kept spelling my last name incorrectly, even after me telling him the correct spelling. 3 times he emailed me back with the incorrect spelling. as if to suggest i spelled my last name wrong. moving forward, they sent a way bill for me to send the ring back. I did. they received it on June 30. keep in mind, on june 21. paul r*** told me that they were sending me a brand new ring his exact words were that they ar emaking a new ring from scratch (i have the phone call recorded for proof as I am disabled so I record my call to ensure optimal care is received) I proceeded to email him, paul, he ignored every email since July 2. it is now august 17. where the fixed ring should be in my possession. i was worried so i phoned paul because he was ignoring my emails. he picked up, and hung up, i had to phone 7 times as in each conversation, anytime I discussed what I wanted, and what i paid for, he hung up on me. to discourage me from pursuing what I paid for. he told me that the sunburst facet cut isnt available. 4 months after I paid for the ring. after ignoring 17 emails from me, and dropping 7 calls. I believe the service is horrible and I want my money back. they have yet to return my call. ormy emails. or anything. i even reachedd out to luis in customer service who then emailed paul. but paul is saying he didnt get it. i am scared they have stolen my money from me. and I need help.

I received an order from Jostens that was wrong. As a company that specializes in clothing for special occasions such as commencements, Jostens had sent me the wrong clothing item but would not take responsibility for it, even though I said I would pay for the shipping and price adjustment myself and send back the original clothing item in exchange for a correct one. The customer service rep on the phone was condescending and did not try to understand my situation, where COVID shut down the first commencement so I could not have been able to check and confirm the correctness of the clothing in time. He just kept repeating their company policy of a 90-day window and wanted me to pay to buy a new one from them to make more money on me. I also tried contacting them before via email but never received any responses other than an automatic reply. As a company that claims to specialize in commencement clothing, it was very careless for them to send the wrong item in the first place, then it is unprofessional to refuse to take responsibility.

I ordered a class ring from Jostens on 4/7 and the ring was supposed to be shipped out to me around 5/15. The ring did not even ship out until 6/1. I tried to contact Jostens before they shipped the ring to see why it was taking longer than expected however I was unable to reach anyone due to the fact that Jostens keeps their customers on hold for extremely long wait times. The main issue now is UPS states that they have delivered this package to the United States Postal Service however the USPS states that they have not yet received the package. UPS states that they delivered the package to USPS on 6/4 and the estimated delivery date was going to be 6/8. Both UPS and USPS have stated that I need to contact the sender which would be Jostens however they just place me on hold and will not answer. I have stayed on hold for an hour at least and my family has tried calling multiple times and could not get through either. The class ring has been paid for in full and we feel as if they could care less if they talk to their customers or not.

Hello: Happy New Year! I hope all is well with you and your family. Thanks for taking the time to review my inquiry and making me the best part of Jostens. I hope by the end of today we can come to an amicable resolution. In 2016 and 2019 I purchased a high school ring and college ring from Jostens. At the time of purchase, I was offered a ten-year protection plan against loss/theft. I inquired about the details of how this works and what the deductibles would be. I was informed that it was a tiered deductible system eg: $25, $50, $75, etc. Recently, I sent my rings to Jostens to be cleaned and resized. The rings either did not arrive at Jostens, were stolen in transit, or were stolen at Jostens. I called the warranty department to request a lost/stolen pricing on getting the rings re-done. They had never heard of any tiered deductible system. I spoke with multiple representatives. Additionally, the cost of the rings were almost 75 percent of what I paid for the items. What is the purpose of insurance? The replacement order numbers are:

My daughter is a Senior at a local High School in Huntington WV. We ordered her graduation announcements, the foil name cards, announcement inserts, envelopes, return sticker, envelope seal, and thank you cards. We paid for these in full In January . On April 21st they were supposed to be delivered to her school. My daughter and I went to get them. The representative for Jostens said the box with my daughter's announcements had been lost and they would check at their office when they got back that day and contact us or the school. We called and never could get through, left call back numbers and nothing. We finally got ahold of the school's representative via email and they said on May 6th we should receive the items within a week to 10 days. We are 11 days in now of that date. We called the local number and it says it's a non-working number, emailed and they now say they have put an email into Jostens now, we still have no announcements or time frame when to expect them. My daughter's classmates have had theirs for almost a month now. This company should be ashamed to take people's money and it was a lot for their package and not help us in any way and are so hard to get ahold of that it makes you want to give up.

Order was to ship 3/27. I called 3/28 because I hadn't received a tracking number. Was told factory shut done on 3/24. That my order only needed to be quality inspected and that it would most likely ship out in the first week of the factory opening. April received email that they were 4 weeks behind. I called back 2.5 hours on hold was told someone would call me with an update once the factory called them back. Which led me to believe they are using a third party call center and no one actually knows anything. 5/15 called 3 hours on hold, rep said she would call me and email me soon as the factory got back to her. 5/20 still no return call, I called back 30 mins on hold. was told it is in process and no other information could be given. I have paid for my item in full. The portal for order information still has not been updated. It is still showing a 3/27 ship date. I have been as understanding due to the circumstances as I can be. I need an answer on when this is shipping. Someone must know. The plant is back open according to their facebook page. There are several people just like me, just as frustrated. All we want is a clear answer of when our items are shipping and for that date to be accurate. The total lack of communication and poor customer service is appalling.

I had order a yearbook from shaker highscool for my daughter... upon going to retrieve the year book I was told at the school they do not have an order for her and order number was showing on their end so I ended up buying a high school.uearbook for $80 at the school... so in called jostens see what happen.. first I get hung up on ... then I'm told that's on the school bo o e is redumdimg me... upon. My 6th call they inform me that her yearbook went to middle school and not the high school so they send her a middle school.yearbook instead of the high school.. when I exam to them thay they mess up she in high school.. that I would like to be reimburse customer service get ignorant tells me that not their problem its mine and get my money back from school... well I paid jostens they owe me for product not recieved and they mess up on their end... order number for this product I never received is W70472468.. I would also like to say if been dealing with this company for years and every year it's always something on their end that I get screwed on.. o pay for extras for the books and they are never added onto the books... constantly kids names are misspelled... one year the mail me white tape told.me tape over the incorrect spelling and write the name in.. but I paid $12 for my kids name to be printed I yearbook.. this company is a joke and very rude to customers

On 3/16 I ordered a graduation package (Platinum), with dated announcements (May 9th) from Jostens', the same company who was selected by my college LeMoyne-Owen college, Memphis, TN. On Wednesday 3/18 after 6:00 p.m. my college POSTPONED our graduation by e-mail. I contacted Jostens" by phone on Thursday morning to inform them of the circumstances and that I only wanted to postpone my *announcements until we had a new date if any or I was willing to accept them without a date if offered. The lady on the phone said that they couldn't do anything about it. I was put on hold to talk with a supervisor for approximately 30 minutes and the customer service person came back and said there was no one to talk to and they would contact me by email or phone. I received an email from them today 3/20 at 11:19 a.m. stating that verbatim, "Is for let you know that we couldn't place your announcement package on hold, this is production right now, and it will be send eventually to your address." Sorry for your inconvenience this may cost! Thank you! Silvia *** College Customer Service I either want to place the announcements on hold until i have a rescheduling date or cancel the order because this is not good business and it is not right, I didn't plan this whole "coronovirus" debacle and it is not about the money, (PRINCIPLES). I was honest and reasonable with my request and contacted them as with in 12 hours of notification of change! I and going to notify the Atty. General of Minnesota or the district represented by his office, my school who by the way have ordered our robes through Jostens' and the Consumer Protection Agency. I have to wonder how many other College students are being penalized by this company? Every company in this country and for that matter the world is dealing with the current state of affairs, it is going to cost!

I received information regarding the ordering of my commencement regalia in early March. I ordered and paid for the regalia on March 14 with an indicated delivery date prior to my graduation on April 25. A week later I reminded my classmate to remember to order his regalia as we were planning to conduct a ceremonial Doctoral hooding if the ceremony was canceled for Covid-19. He ordered his regalia a week later than mine and received his on April 14. I checked daily with no delivery and placed calls as my commencement day approached. I spent 4 hours on hold April 23 and called again on April 24. A call back was made by a customer service agent who indicated our commencement had been delayed until August and the regalia would be there by then. I informed her the 115 year college was closing after this ceremony and there was not a scheduled date. I emphasized I needed my regalia by the next day, April 25. The "accented agent" indicated she "understood" and that it was not a "problem." My response to her was that it was indeed a "problem" due to the significance. I indicated that she did not "understand." I missed my high school graduation, B.A. graduation, and M.A. graduation so this was my last opportunity to participate in a graduation ceremony. Albeit in a virtual hooding ceremony with my friend. She placed me on hold and returned to explain the regalia was being sent overnight to arrive in time for my ceremony. I waited anxiously the next day for regalia that did not arrive until over a week later. The college has since closed and my ceremony was ruined. I emailed Jostens twice and have yet to receive a response since commencement. The irony is as Dean of Students at my institution(s) of employment I have always led a commencement detail where I planned and signed for major expenditures for JOSTENS' services. After years of securing their services to ensure students have a memorable graduation, Jostens has essentially ruined mine.