ComplaintsforJamesAllen.com

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order (#**********) for earrings. On the page, just below "ADD TO CART", it says, "Free Overnight Shipping". I even clicked on the link for it, and it made no reference to a minimum. See the two attached pics. I ordered it knowing it needed to ship on time based on the estimate and be overnight shipping to get on time. The earrings shipped on the day expected, but it was two-day shipping. Everything I saw, it was to be overnight shipping. Support sent me info to a link at bottom of the webpage that mentions $500 minimum, but when ordering, and even clicking the free overnight shipping link, it never mentions it. Again, see the attached pics. It's false advertising. I wouldnt have ordered if it wasn't overnight shipping.

  

  Business response

  03/29/2024

  Thank you for reaching out to advise of the overnight shipping notation on the product that you purchased.  We do ship all items under $500 by 2-day FedEx. I see that you have received your item. If you are not fully satisfied with your item received, please contact us directly with your 30-day return policy and we are happy to provide you return shipping instructions or assist you with an exchange for a different item. I do see that a manager has reached out to you as well via email and by phone. Please contact us should you have any other questions or need further assistance. Thank you.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  James Allen was offering a 50% off ring setting in lieu of Valentine’s Day with the sale ending at midnight 2/14/2024. On 2/11/2024, my boyfriend and I want to get engaged and purchased a loose diamond and setting from James Allen via their website. The order was successful. On 2/14/2024, I received notice the order was cancelled. When speaking to a customer representative I was informed the order was canceled because the listed price for the loose diamond was incorrect on their website. They suggested I find another diamond and to call and speak with a representative to place another order to ensure this didn’t happen again. By the way, it was very difficult to get them to honor the 1/2 off ring setting since the sale was ending even though it was James Allen who canceled the order. However, they did and on 2/16/2024, I called to order a different diamond and ring setting just on the phone with a customer representative just as they instructed. The order went through. Was informed on 2/20/2024 they canceled my order again bc the pricing on the Diamond was incorrect on their website. The service manager told me that I should check pricing on the Diamond and if it appears too low then the pricing is incorrect. I did look at the other diamonds similar to what I was looking for and the prices were similar. Frankly, that isn’t something a consumer should do! It is on the company to have correct pricing and/or honor it. This is the second time this has happened to us and they do not seem to care. Also, they would not disclose the second time why the order was canceled, which is suspicious to me.

  

  Business response

  02/21/2024

  Thank you for taking the time to reach out about your experience. We do our best to have accurate and updated listings on our site, however with the massive volume of options to choose from there may be occasional listing errors or outdated listings. We see that both of your orders contained items that were either listed incorrectly or unavailable for purchase. The system cancelled your orders once the listings were identified and our customer service team notified you that a new order would need to be placed. Both orders have been cancelled and refunded at this time. Our customer service team would be happy to assist you with a new order if and when you are ready, and to confirm that your selections are available before your payment is processed. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a 25th anniversary ring from JA on 10/31/23. Received it 11/17. I called on 11/22 because I was unhappy with the ring and customer service was helpful. A label was created same day. I sent it back 11/28 (Thanksgiving was in between). I didn't receive the ring back until 1/8/24 (!), and was still unhappy with it, so I returned it the same day. JA received it 1/11/24. It is now over a month later - 2/16/24, and I still have not received a refund. I have called 4 times since then. They said it would take 2-3 weeks to inspect it, and issue a refund, but it's been over a month. Today, a rep said the team would "begin initiating a refund," and that it will take at least 48 hours for it to go through. I have been waiting for weeks on their schedule, and no longer trust it will only take 48 hours. This process has been horrible - this was supposed to be a 25th anniversary ring, and I had looked for months before picking a ring from James Allen. I am disappointed not only because I didn't like the ring, but mostly because trying to get a refund has been awful. Please refund my money, James Allen. This is ridiculous.

  Customer response

  02/20/2024

  Update 2/20 - On 2/13, James Allen said they would refund my money by 2/16. They didn't. When I called on 2/16 ,they said they were putting it through to billing and I would receive it early the following week. On the end of business day 2/20, I still had not received it. When I called, the customer service representative said he was escalating it to his managers, and said he could not issue a refund because it was past the 30 day return window, and the system would not let him. I am beyond angry. I had the ring for less than 2 weeks total, and the 2nd time I received it back (after they took more than a month to replace the stone it and send it to me), I didn't even have it 24 hours before I returned it. They have had the ring since 1/11/2024. It is now 2/20/2024. I want my money back. At this point it's fraud, that they won't honor their 30 day guarantee, and won't refund my money. They have had the ring far more than I have had it, and will not give me back my money. If I don't have a resolution and a refund, I will have to go to my state's Attorney General.

  

  Business response

  02/21/2024

  Thank you for sharing your feedback and we apologize this was your recent experience with us. Return processing times are higher than average at the moment due to our inbound request volume. We see that you have spoken to management who is working to have your refund processed as quickly as possible moving forward. Once the funds have been returned to you a refund notification email will be provided. If you have any additional questions we invite you to contact our customer service team directly. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returend a ring and they approved the return Jan 26th. I was told "Accounting" had everything they needed to issue wire refund transfer. JA customer service managers repeatedly tell me that it is supposed to be issued Feb 14. It is now the 16th, and their managers continue to give me excuses why they wont issue the refund. The customer service managers keep reading the same "script" they have been given. The appear to "find" a needed clarification, prior to issuing my refund, but ive clarified it 3 times in writing with them. Every time i email them, a new person emails back. Ive emailed or spoken to 15 different people and they all keep giving me the run around. I need my refund now. Its 2 days after it was agreed to be issued.

  

  Business response

  02/21/2024

  Thank you for taking the time to share your feedback. We apologize for the timeframe needed to process your refund. You have been working closely with several members of management and our accounting team has confirmed that the refund has been processed. We received confirmation from you that the funds are now showing on your side and you advised the James Allen team that this has been resolved. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Nov 28, 2023, I reached out to the company requesting an upgrade of the ring I purchased from them in July 2021 for $1654.9. I was advised to select a new stone and send it to them for the same. The ring was delivered to them on 12/8/23 at 11:01 AM via FedEx tracking ************. I selected a new stone and they billed me an additional $1165.49 (For the new gemstone) + $272.47 (For remounting) on 12-28-2023. I advised them that I was visiting New York between the dates 1-15-2024 to 1-25-2024 so I would be happy to receive the item at the same location which they confirmed would be ideal. I was charged sales tax for New York on 1-9-2024 for $102.2. On 1-12-2024 I was advised that the stone I selected has been damaged by them and asked me to select a new stone which I did. As the new stone was lesser in value I was reimbursed $410.46. So a total of $2784.6 has been already paid for the ring, the new stone and mounting with the sales tax. I was well excited to receive the item so I could go through with my wedding in February 2024 which is the main reason why I sent them the ring well in advance. I was advised that the ring will be shipped and set for my pickup by 25th or morning of 26th the latest which was perfect for me. Again on 25th January 2024, I receive an email that the second stone was damaged as well and they asked me to wait a few more weeks with options to select a new stone or the original stone. I asked them to refund me for the whole ring as it has been damaged by them multiple times but refused. In any condition I was not getting my ring back for my event and at one point they just stopped responding to my emails even though I asked them to send it back as is before the 31st of January 2024. It has been 8 weeks now and nothing. Now I am out of the whole amount and I would like to be refunded for $2784.6 so I can get my new ring in time. Thank you.

  

  Business response

  01/30/2024

  Thank you for reaching out and we apologize this has been your recent experience with James Allen. While we take every precaution when making our new jewelry, some gemstones such as emeralds are softer and may be damaged during the setting process. It is rare for this to happen and it is not something our team could have foreseen with your orders. Management has been in contact with you and a positive resolution has been reached. If you have any further questions please reach back out to customer service directly. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ring from James Allen on 1/1. The ring arrived on 1/12. It was the wrong size and there was a large piece of fuzz stuck between the gemstone and setting. I took the ring to Fedex on 1/13 to return to JA. I am STILL waiting for my refund. This has been a truly horrible experience. First they send me a defective ring, then I return it promptly, but I'm still waiting for the refund. JA owes me an apology and a refund, but I'll settle for the refund. JA has treated me horribly throughout this experience.

  

  Business response

  01/29/2024

  Thank you for reaching out and we apologize this has been your experience. We received your returned shipment on January 22nd and are currently in the process of inspecting the ring for return. Refunds are generally processed within two weeks of receipt and we have reached out to the proper team requesting for your refund to be issued as quickly as possible. Once your order is approved for a return you will receive an email notification of the refund. Since a coupon code was applied to your order while we were in production, the remaining funds of $4510.32 are due to be returned to you. If you have any further questions or concerns our customer service team is happy to assist you. 

  Customer response

  01/30/2024

  
  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.  Buying from James Allen is not satisfactory to me, however.  You should have shown the class to apologize for sending me an incorrectly set ring of the wrong size.  In addition, you never even informed me when my return had been received.  JA has made my life difficult for several weeks, *and* I ended up without the ring.  Did it really take a BBB complaint for JA to act?  Apparently it did.

  Thank you very much to the BBB for handling this complaint.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sent my enagement ring to James Allen for a repair and resize under warranty. This shouldn't have been necessary in the first place but the ring came with the prongs misaligned and the band was also oddly shaped. It has been over 2 months since my ring was sent to them. I keep reaching out and the only response I get is that it is with the jeweler, it hasn't passed quality inspection, and it will ship soon. I've been hearing this since last month though so it seems like there's no progress. This has been extremely frustrating as I had to ship my ring in from Canada and it's being held in another country now for way too long. Next time I would much rather just go to a local jeweler than deal with this company. The ring is very meaningful to me and I'm not even sure if I'll get it back at this point.

  

  Business response

  01/19/2024

  Thank you for taking the time to reach out with your feedback. We understand your frustration and apologize for the delay in completing your ring's services. Due to the adjustments being made to the setting and holiday office closures at the factory, our team is needing longer than expected to have your ring finished. We are very close to completion and are working on the final touches now, expecting for your ring to be ready for the last quality assurance inspection by Monday. Our team is continuing to monitor the status of your order and if any additional time is needed beyond Monday you will be notified immediately. Your order has been noted to ship back to you FedEx Priority International so you may receive the package as soon as possible. 

  

  Business response

  01/25/2024

  Thank you for reaching back out regarding your service order. We apologize for any inconvenience with the recent shipment of your package. Our Shipping team was able to provide additional documentation and clarification to FedEx regarding the package. We see that the package shows as delivered on January 24th and we hope you love the ring! 

  Customer response

  01/26/2024

  
  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.
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted my engagement ring band to James Allen for a review. They were to determine if a refund should be issued due to the thickness of the band being advertised incorrectly. James allen stated over the phone that the band was received on December 15, 2023. Per James Allen’s policies, they have 2-4 weeks to provide an update. We are past the 4 week mark, and still no update. I have called their service department several times, each time with no update on the refund. They have had the band I purchased in their possession for over a month. A resolution needs to be made.

  

  Business response

  01/18/2024

  Thank you for reaching out and we appreciate your patience while your ring was inspected. We have determined that your engagement ring design is correct. The advertised narrowest width of the ring is 2.1mm and your ring measures 2.2mm in this area which falls within our quality assurance standards. Due to the sculpted detailing of the ring, the design tapers to 3mm near the center stone which matches the measurement of your setting. We have requested for our product team to include the maximum width in the description of this setting moving forward. All of our design your own engagement rings have a 30 day return window that begins once an order ships. Your order shipped on May 1st, 2023 and is currently outside of the return window. Our team has reached out to you to discuss your ring further and confirm if you would like us to perform any resizes or warranty services before it is shipped back to you. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’ve purchased two rings from James Allen. All was good with the rings until they were damaged and needed repair. We unfortunately used James Allen to do the repair, thinking their lifetime warranty would cover the damages. Instead, they charged us hundreds of dollars for the repairs. We could have just bought a new ring for the price they charged. Now, we’ve had the 2 “repaired” rings in our possession for 2 weeks and they’ve already lost 3 stones. Their ridiculous prices for shotty work are completely unacceptable… especially when they advertise a lifetime warranty that they don’t actually honor. Now they want to have us send them the rings with repair “costs to be determined” to give them a chance to fix their bad craftsmanship.

  Customer response

  12/12/2023

  I want the poorly done repair work to be refunded ($786.52), and I want the rings to be repaired for free.

  

  Business response

  12/13/2023

  Thank you for reaching out and we apologize this has been your recent experience with your remade bridal set. Your James Allen engagement setting and wedding band required remake services to address damage and this was processed as an insurance claim. We stand behind the quality of our products and unless further damage occurred to the rings since they shipped back to you on November 24th, you should not be experiencing missing pave diamonds so soon. A member of our service team and management have reached out to you to offer assistance in bringing your rings back in for inspection and servicing. We look forward to hearing from you soon! 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased an engagement ring and it is over a week beyond the promised date. They do not resolve any issues and daily say the same thing. We are working on it. We are working on it. This forced me to change my plans and schedule regarding trip plans for the engagement. All this has done for me is create an absorbent amount of anxiety. I am a disabled veteran and all I want is what was promised to me. I didn’t ask for nothing but frustration and anxiety. It is physically affecting me.

  

  Business response

  12/12/2023

  Thank you for choosing James Allen! We apologize for the unexpected delay in completing your new engagement ring. Due to our high holiday order volume the production team needed an extra three days to finish your ring. Your order was originally scheduled to ship on Wednesday December 6th and was completed and shipped Monday December 11th. The package is currently pending pickup at your local FedEx office today, Tuesday December 12th. We appreciate your patience and hope you find your ring absolutely beautiful. 

  Customer response

  12/13/2023

  
  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.
  
  Sincerely,
  
  ******* ********

*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. ↩