Herff Jones Reviews

I ordered a  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 “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.

It is unbelievably unprofessional for a corporation handling graduation orders nationwide to not even have a reliable system to ensure students actually receive the items they paid for. The fact that representatives openly admit they cannot guarantee delivery of complete packages is honestly shocking.

Even worse, there is practically no meaningful way to contact the company directly. Instead of providing proper customer support through responsive email communication, they force customers to submit “tickets” into an online system. I submitted tickets and received absolutely no meaningful response, follow-up, or resolution. The tickets simply disappeared into a void while graduation deadlines passed.

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 anything 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.