I ordered my daughter's cap and gown online. My card was charged twice. I called my bank to be postive and they started it had been charged twice. My bank suggested I call them to inform them that my card was charged twice. When I called them they stated they only say one transaction and I should wait until it clears through my bank to make sure there were actually two charges. I checked my account the following Monday, and my card was charged twice. I called Herff Jones and stated that both charges had cleared on my account. They stated I send them a email with a copy of the transactions that cleared on my account. I sent them an email with a copy of the transactions they requested. I waited for some kind of response and received nothing. I called them a week later and asked them if they had received my email. I was put on hold and when she came back on the line she asked for all my information and stated my card would be credited within a couple of days. I asked why I wasn't contacted about any information. I was told they didn't know and told me again that my card would be credited in a couple of days. They never apologized. I have a feeling if I didn't contact them I would have never gotten my money back.