ComplaintsforBalfour

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Buyer beware. They sent me the wrong stone and now I have to pay another 100 to return it and 10 weeks for the repair. **************** is rude and unapologetic.

  Business response

  10/28/2024

  Good afternoon, ******,

  I hope this message finds you well.

  It was a pleasure speaking with you today, and I want to thank you for your time and cooperation. I truly appreciate your understanding and the sincere apology regarding the miscommunication that occurred after your interaction with our customer service team. Please know that our customers are incredibly important to us, and were committed to ensuring their satisfaction.

  Ill be looking forward to receiving the tracking details for the ring youve returned, so I can keep the repair process moving smoothly. Rest assured, Ill keep you informed of any updates along the way.

  If you have any further questions or comments, please dont hesitate to reach out at ************** or via email at **********************************************************************************.

  Best regards,
  Tere *******
  Customer Service Supervisor
  ******************** & Co.

  Customer response

  10/29/2024

  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.
  
  Regards,
  
  ****** Brozyniak

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/7/2024: placed an order for 2 yearbooks totaling $150.00. The website glitched and never confirmed the order. So I placed the order again. Then I received a confirmation email for BOTH orders. 5/8/2024: I cancelled the first order for $150. 5/10/2024: I received an email with a credit memo for the $150. 5/25/2024: I received an email stating, the $150 could not be put back in my account so they would have to mail a check. Responded with confirmation of proper mailing address for check to be mailed to. 6/18/2024: No check received after emailing asking for a tracking # on check with no response. Called Balfour and spoke to customer service who advised order status listed as refund has been initiated. 6/26/2024: Still no check received called Balfour **************** again. Asked to speak to financial department and was told I could not be transferred or given that number. Gave another card number to have refund applied to. Was told it would be applied to new card. 7/30/2024: No check received, no money refunded to account. Called ******************** **************** again. Spoke to ****? or Max? who advised a check had been mailed and I should receive it in 1-2 weeks. Now it is 10/07/2024 and I still havent received my $150.00 refund.

  Business response

  10/15/2024

  Good afternoon, Ms. *****
  
  I sincerely apologize for the delay on this refund, the ****************** has mailed the check via ***** overnight with the tracking number 7792 7540 0361. You should be receiving the check tomorrow at the address listed below.
  
  **** ****
  ********************************************
  
  If you have additional questions, please do not hesitate to reach out to ************** Monday Friday 8 am 5 pm CST.
  
  Regards,
  Tere *******
  Customer Service Supervisor
  ********************&Co

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  College class ring ordered on 4/15/24. Balfour said that ring would be sent to me in 6-8 weeks. Ring supposedly lost in the mail in July. Balfour is remaking ring. **************** said on ******* that ring will not be ready for another 4 weeks. Ring was supposed to be a gift.

  Business response

  10/14/2024

  Dear Ms. Matthews,

  First and foremost, I would like to extend our sincerest apologies on behalf of Balfour & Co. for any inconvenience this situation has caused. Unfortunately, USPS confirmed that the original package was not located, and we have filed a claim on your behalf. In the meantime, we placed a new order for your ring on September 9th and flagged it as a priority.

  We are working diligently to ensure the replacement ring is of the highest quality and ready as soon as possible. Once the ring is completed and the shipping and tracking details are available, we will promptly inform you.

  We are aiming for a 1-2 more weeks timeframe for completion or sooner if possible.

  Thank you again for your patience and understanding. Should you need any further assistance, please feel free to contact us at 1-877-225-3687.

  Sincerely,

  Tere Gongora
  Customer Service Lead
  Balfour & Co.

  Customer response

  10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22375349, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Lori Matthews

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At the end of May 2024, I sent my husbands class ring to be sized. It is supposed to be free sizing, however they charge ***** for shipping. They cashed the check quickly and early June they contacted my husband. His ring was size 9 1/2 and he had requested a size 12. They said that they were unable to do a size 12, but could do a size 11. He approved the size and we never heard from them again. I have called multiple times and they tell me it is being worked on. Three weeks ago , I called and questioned why it was taking so long. I was told that they were waiting for approval on the size. They had found out that they could not do a size 11. No one has ever contacted us about a different size. I approved it and they said it would be expedited. Last week I called again and they said that it was being worked on. I asked for a supervisor. He told me that he was sorry about that we were not contacted. I asked for the ring back immediately and a refund. He offered to rush it and overnight it. We would not get a refund, but they would over night it , at no cost to us. He took my name, number and email address. He said that he would follow it and keep me updated. I have never heard from him. I want the ring , regardless of if they sized it or not and a refund. Three months is a long time to size a ring. My husband works at the school that he graduated from. He needed it for an event last week.

  Business response

  09/09/2024

  Good afternoon, ***************,

  I sincerely apologize for the inconvenience this situation has caused. The supervisor for the ******************** has reached out via email and left a message for ************** with an update. At that time, the sizing was being adjusted to *****, and the ring had to return to the distribution center for shipment.

  Im pleased to inform you that the ring is shipping out today via ***** overnight, tracking number 707439482418.

  Thank you for your patience.

  Best regards,
  *******************

  Customer response

  09/10/2024

  Complaint: 22207434
  
  I am rejecting this response because:

  The amount of time that was spent on this problem. It was not taken care of in a timely manner. Over three months of phone calls. For the last four weeks or more , we were told that it would be shipped and it wasnt . I received it today and I want the $19.95 refunded.
  
  Regards,
  
  ***************************

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made the purchase on 02/20/2024 and paid $105.00. The yearbook was supposed to arrive in May. It did not. I emailed and was advised it would arrive by the end of June. It did not. I called today and was advised if it was to be delivered to the school, I would need to pick up at the school. It was not, and was supposed to be delivered to my home. They have no idea where the yearbook is. The next school year has started.

  Business response

  09/09/2024

  Hello **** *****,

  First and foremost, I would like to offer our sincerest apologies on behalf of Balfour & *** for the inconvenience caused by this delay. Due to unexpectedly high yearbook volumes this year, we faced some challenges that contributed to these delays.

  Regarding your order, YB419683 for the 2024 ******************** yearbook, the books are currently being individually mailed to homes and may take a few additional days to arrive at your address. The school will notify you once the books are delivered or en route to your home.

  Please note that Balfour & *** has a contractual agreement with the school, so any concessions, compensations, or refunds would need to be processed through them.

  We sincerely apologize for any inconvenience this may have caused, and we appreciate your patience.

  Best regards,

  Tere *******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I graduated last Friday from grad school. I received the email yesterday with my grad images. The price was outlandish, but of course I wanted the memory. I ended up dropping $259.83 total, for just two prints, my two digital images, touch **** and a plaque. I contacted them yesterday with one request for a touch up because the photographer took the photo at the worst angle possible, which they said theyd note. It showed today my image was ready, and it wasnt fixed. I contacted customer service again that claimed its not ready yet (which is a lie because one of my other images said it was still being worked on but this one wasnt), and claimed its going to take 10 days. I asked for a refund on the printed images and the plaque since I can literally touch this up myself in 2 minutes and print them elsewhere. He said it would take a week to refund. I asked the amount of the refund and proof of the refund and he disconnected me. I think it name was ******. I want a refund for the prints and the plaque since I cant trust your company to fix the photographers bad angle, and I just want my two digital prints. Also, my *** should be ***rimanded for disconnecting our chat, thats terrible customer service.

  Business response

  09/09/2024

  Good morning, ***,

  First and foremost, please accept our sincerest apologies on behalf of Balfour & *** for any inconvenience youve experienced. After reviewing your account and the orders associated with it, I can confirm that your original order (#********) was fully refunded in the amount of $266.47 on August 27th.

  Additionally, since we were unable to provide a prompt resolution, I have also processed a 50% refund for your second order (#********) for the digital pictures.

  If you require any further assistance, please dont hesitate to contact us at ************. 

  Best regards,

  Tere *******
  Balfour&Co

  Customer response

  09/09/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our yearooks were supposed to be delivered in May, BEFORE school was out. When that didn't happen, I was told that our yearbooks were "complete and ready to be shipped" on June 17 from ***** *****. On July 4, I sent another email to *****, as well as the Regional Manager (**** ******) letting them know that we still had not received the yearbooks. I did not hear from anyone until July 8. ***** said she was "checking on the status of the bulk shipment." After receiving ZERO communication, I sent another email, this time just to ****, asking about the yearbooks. On July 15, **** emailed back saying "last ship to home report I received was for July 11th and I do not see ****** on that list to have gone out. I should receive a new report today or tomorrow." I waited until July 18 to email back asking for an update but got no response. I sent another email to **** on July 21 asking again about an update as well as asking for **** ****** email (the CEO of Balfour). I got a response that day saying "We received the ****** ** yearbooks at the ************* location on July 18th..this past Thursday to have each book mailed out to the students. From what I can see from emails, we have a list of the student addresses and will begin to mail them out this coming week. I encouraged our parents to reach out to both **** and **** since I was getting little to no real information. **** still has yet to respond! On August 11, **** responded to a parent email saying "Working with the school, they requested we mail each student their book. We completed that on July 26th via the *****************. With that said, Im surprised you both have not received yours." Last email I received from **** on August 16 said "Yesterday and today 138 year books are being shipped *** Ex ground to the remaining students." Odd because I was told back in July that they had already been shipped! The communication and customer service (or lack there of) of this company is RIDICULOUS!

  Business response

  09/09/2024

  Dear Ms. ********************** and foremost, please accept our sincerest apologies on behalf of Balfour & *** for the inconvenience caused by the delay. This has been an incredibly challenging situation, and I am truly sorry that you have been affected by the delays at our production facility.

  To be clear, we take full responsibility for the delays, which were entirely on our end. This was not the fault of the school, administration, yearbook staff, or our representative. I understand the immense disappointment in missing opportunities like yearbook signings and other meaningful traditions, and I sincerely wish we could have delivered the books much earlier.

  Our records indicate that your yearbook was received on August 18th. Once again, I apologize for any distress this may have caused you and your son. I hope this yearbook will serve as a cherished keepsake for years to come.

  Best regards,

  Tere *******
  Balfour&Co

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had to have the engraving on the top of stone in class ring replaced for the THIRD time since *************************************** the very beginning. Today I received a call from the company refusing to repair and wants to charge me $54 to replace the stone. This was to be a LIFETIME WARRANTY which covers manufacturer default and now they want me to pay for it. I would NEVER suggest any school order from Balfour, they DO NOT stand behind WARRANTY or the PRODUCT

  Business response

  09/09/2024

  Good morning, *********************,

  Thank you for reaching out. The Limited Lifetime Warranty on your ring covers manufacturing defects and materials for 30 days after delivery. As you noted, the last repair on your ring was completed by Balfour in 2008. Unfortunately, the enhancement on the stone is no longer covered under the warranty at this time.

  However, if you have an official document stating that the fee for the enhancement is covered, please feel free to share it with us, and we will gladly honor it. Per your request, the ring has been shipped back to you in its current condition.

  Best regards,
  *******************

  Customer response

  09/11/2024

  Complaint: 22148348
  
  I am rejecting this response because

  Obviously your company's "Lifetime Warrant" is not worth the paper it was printed on..I would NEVER recommend your products or services to any institution. 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I, along with numerous other parents, ordered yearbooksfrom Balfour through our local school for the ********* school year. We have not received the yearbooks because the school hasn't received them yet. Balfour has not given an estimate for delivery and it is now time to order another yearbook for the ********* school year. This company used to have a wonderful reputation for quality products delivered in a timely manner for schools. I just want the yearbook I purchased. It's very frustrating.

  Business response

  09/09/2024

  Hello, Ms. ***************** and foremost, please accept our sincerest apologies on behalf of Balfour & *** for the inconvenience caused by the delay. Due to unexpectedly high volumes of yearbooks this year, we encountered challenges that led to these delays.

  I can confirm that the 2024 ******************** yearbook was delivered to the school on August 5th. I recommend checking with the school regarding their specific delivery schedule.

  I completely understand the disappointment of missing the opportunity for yearbook signings and the other cherished traditions that come with it. I sincerely wish we could have delivered the books much earlier.

  Best regards,
  Tere *******

• Initial Complaint

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered my granddaughters yearbook in January *******. I have not received the book nor a response about shipping. I contacted them again today and customer service stated they had no idea when it would be shipped. They stated manufacturers delays etc. I told them this was unacceptable and they gave me a number to ****** the account representative for ******************* and of course she doesn't answer the phone. This order was placed 7 months ago and I want to know why it has not been shipped. **************** was horrible, they said they have no information to give. How can that be? The woman told me it could possibly be shipped by September, but they aren't sure. This is UNACCEPTABLE! She will be in her sophomore year by this point. I have never had this problem with any other school suppliers. This needs to be corrected and her book needs to be sent immediately. I also think Balfour needs to give a partial refund for this situation. She was unable to get friends to sign her book because of this issue. This is important to her and I am extremely upset about their lack of concern for customer service. I never received ANYTHING stating a delay or otherwise. They have just taken my money and ignored communication.

  Business response

  08/09/2024

  Good morning, Mrs. *************** apologize for the confusion and the lack of clear answers regarding the shipment of your yearbook. Unfortunately, our customer service team does not have specific details about the logistics of deliveries.

  However, I would like to clarify that the yearbook was originally scheduled for a summer delivery, so it is not considered late. We anticipate that it will be sent by the end of this month. The school remains in regular communication with its account executive and is kept updated on the yearbook's progress. They will be able to inform you once the yearbooks have been shipped.

  Thank you for your patience and understanding.

  Best regards,
  
  Tere *******
  Balfour **************** Team

  Customer response

  08/09/2024

  Complaint: 22105357
  
  I am rejecting this response because: I ordered this yearbook directly from Balfour, the school has no information to give. They directed me back to Balfour. I was told I would receive by end of June when I ordered. This is August, so it is definitely late!
  
  Regards,
  
  ***** ******

  Business response

  09/16/2024

  Good morning, *****,
  
  First and foremost, I would like to extend our sincerest apologies on behalf of Balfour&Co for the inconvenience this delay caused.This has been an incredibly challenging situation, and Im so sorry that you have been affected by the delays in our production facility. To be very clear,we take full responsibility for the delays and acknowledge that this was not the fault of the school, administration, yearbook staff, or our representative for the school the delays were at our production plant. I understand there is immense disappointment in missing the opportunities to have yearbook signings and everything else that goes along with those traditions, I sincerely wish we could have gotten these books to the school much earlier.
  
  I would like to inform you that the 2024 ******************* has been completed and will arrive at the school by next week, the individually mailed books should also go out then. Your school should notify you once the books are delivered or on the way to your home. Balfour&Co has a contractual agreement with the school any concessions, compensations, or refunds would need to be done through them, and may be able to process your compensation inquiry.
  
  Best Regards,

  Tere *******

  Balfour&Co ********************* Team

  Customer response

  09/17/2024

  Complaint: 22105357
  
  I am rejecting this response because: I did not purchase this book directly through the school. I purchased on YOUR website DIRECTLY through BALFOUR!  BALFOUR took my money, not the school. Your response is a complete disregard for the customer and your failure to complete what you were paid for is your responsibility. You have my money, not the school. I have spoken to the school and they cannot refund monies paid that were not paid to them. ******* has also FIRED your company and are using someone else next year. 

  
  Regards,
  
  ***** ******

  Business response

  10/14/2024

  Good morning, Mrs. *******
  
  Please send the yearbook back for a full refund to the address below. The refund will be processed upon receiving the yearbook in our offices in ******. Let me know if you have additional questions.
  
  Attn: ***** ********
  Balfour&Co
  ******************************************************************************
  ******* *******; *****

*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. ↩