ComplaintsforJamesAllen.com

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My original order arrived 2/28/22. The diamond had a horrible bow tie that significantly affected the diamond's value so I put in for an exchange. My exchange was approved and I was sent the return label for my diamond to be returned on 3/7/22. I was able to get my ring out the same day I received the shipping label and my ring was signed for at the James Allen facility on 3/4/22. During this time my account showed the order for my new diamond and I was told that the exchange would take about 2 weeks and would ship on 3/16/22. Days passed with no movement on my account. I reached out to customer service several times and was told different things each time. Finally on Monday, 3/14/22, I told them I needed to ensure I'd have my ring by the weekend for my engagement shoot that I specifically moved to accommodate the exchange with the date that I was given when putting in my exchange. I was put in contact with a manager who told me that it was impossible that i'd have my ring by the weekend and they couldnt ship the original because that's the day they actually decided to take my old ring apart. I was told that it would have been faster to buy a brand new ring than it is to exchange, which had I known, I would have done. This is extremely unfortunate because I do like their products, but this entire situation is horrible and frustrating. I am unable to again reschedule my photoshoot without paying additional fees, that could have been avoided had the company been truthful from the beginning about the timeline. I honestly still don't understand why it takes longer to exchange than to get a new ring when my platinum setting is already put together and sized, that should cut down on the lead time. I am very upset that my ship date has now been moved from 3/16/22 to 3/26/22. In addition, I was told by customer service on 3/15/22 that my diamond did arrive in their facility. Today 3/17/22 i again followed up and was told that the diamond that arrived is not mine.

  

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/18) */ Thank you for taking the time to share your feedback. We sincerely apologize for any confusion regarding the timing of an exchange request and see you have spoken to management and come to a positive resolution on your order. If there is anything further we can assist you with please let us know! Consumer Response /* (2000, 7, 2022/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The transaction was over the internet and was ordered on January 4 and promised on January 16 it was delayed every day after i would call since we were leaving and even on the 18th she could not give me a positive if it would be sent out I asked her to call so I can have it shipped direct to Fed Ex store she said ok. No one called they sent it I didnt know as we did get a notice of something shipping from New York so I called and they said that was them I told them why didn't you tell me I am at work they told me not to worry as they would need a direct signature to deliver. This made me feel better as we have no secure place to leave it as our 12 unit condo is locked. I come home and no package they said it was signed but not by you someone signed J.JAMES and that is not any of our names and I asked them to reship as this was supposed to be for our anniversary and they said they have to investigate with FED EX why do I have to suffer because their shipper failed to deliver to me with their requirements.

  

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/02/02) */ Hi *****, Thank you for your review and sharing your feedback. We are sorry to hear that you have run into delays with the delivery of your purchase with us. A manager has been in contact with you regarding your order and our shipping team is working with FedEx to resolve this. In the meantime, we have requested for a new ring to be started into production for you as a replacement. We will continue to keep you updated on the progress with your order. Consumer Response /* (3000, 7, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of now I do not accept the response because when I let them know they should have worried about the client as when we let them know it should have been dealt with immediately. This is supposed to be a gift for my wife for our anniversary and not very happy!

• Initial Complaint

  01/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  JamesAllen.com is using deceptive tactics on their website. Their standard 30 day return process is advertised and during the holidays they noted there was an extended return policy. When I tried to exercise this, they said they only have a 30 day return policy and will not allow me to return the item as advertised. I am very displeased with the false advertising.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/18) */ Thank you for reaching out! Our extended return policy ended on January 7, 2022 and was only for orders placed on November 1, 2021 through December 7, 2021. We see that you have worked directly with management and a special exception has been made to honor your return request given you are only a few days outside of your order's 30 day return window. If there is anything further our customer service team can provide please let us know.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/20/21 I ordered an engagement ring for around $2300.00 and according to the web site it was expected to be shipped on 1/3/22. Checked website on 1/3/22 and it says still in production. Call customer service and they say they will check the status and e mail me with an update. Never received e mail so called back on 1/4/22 and was told my ring had been shipped to the wrong person and that a manager would contact me with additional information but I was never contacted by anyone from James Allen. The expected delivery date keeps getting pushed to the next day. According to the website my ring is still in production and has to go through quality assurance before being shipped. I called customer service again on 1/8/22 and was asked if I was able to return the one ring, but I never received my ring and I asked them if it showed my ring was sent to another person? The cs rep didn't want to answer my question tried telling me that the manager I had been working with would contact me again I had to tell him that I have never been contacted by a manager and that I wanted the phone number to contact the ceo or president of the company to make a complaint but they couldn't provide me with that information. I really am disappointed that I never received a call or e mail from anyone in management regarding my ring being shipped to someone else. How do I know that I will receive the diamond I picked out? What happens if whoever received the ring doesn't return it? How long do I have to wait before someone has the common courtesy to call or e mail me about this huge screw up on their part? I had to cancel the engagement party and can not even plan another one since nobody knows when and if I will receive my ring. An engagement is suppose to be a joyous occasion but this is anything but joyous.

  

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/10) */ Hi ******, Thank you for taking the time to contact us regarding your concerns. A manager has reached out to you directly to resolve this matter for you and assist you in receiving your ring as quickly as possible. Consumer Response /* (3000, 7, 2022/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was suppose to receive a $100 credit but that hasn't happened. Thought they might've received my ring because for a day it showed my ring was in quality assurance but now it's supposedly in production again?? Business Response /* (4000, 9, 2022/01/18) */ Hi ******, Thank you for your reply. A manager has taken care of this for you and your ring is on its way to you now! We appreciate your patience as we worked to resolve this for you. Please do not hesitate to contact us if we can be of any further assistance.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  James Allen claims to offer a lifetime warranty on their jewelry. When a clasp fell off a $380 necklace that I wore infrequently over the course of nine months, I contacted the company about having it fixed under their warranty-as it was clearly defective. They provided me with a shipping label, and I sent in the jewelry. I have now received an email from the company telling me I will need to buy a warranty. This should have been disclosed up front, so I could have taken it to a local jeweler for repair. Now the company has my defective jewelry in their possession and wants money. I am upset that the quality of the jewelry is so poor and that the customer service rep was not up front.

  

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2022/01/05) */ Our lifetime warranty is free and covers polishing, cleaning, rhodium plating and prong tightening. Our warranty does not cover damage or wear and tear. We do offer a care plan that customers can purchase that will cover damage along with many other types of repairs. We have reached out to the customer regarding their service order to provide an resolution.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order #*******. On December 7th I purchased a simple pair of earrings; 1 stone each as a Christmas present for my wife. I paid $514 after fees and was told at time of purchase it would be here, in the state of Florida, by Christmas. Then it said the earrings would ship by 12/20. On 12/20 they still showed as in 'production ' and nowhere near shipping. For over 2 weeks, still in production?! A simple set of earrings?! I contacted James Allen via chat on 12/21 and Dennis stated my order should now ship on 12/21. I waited all day, no email about shipping. At 7:30pm, I contacted James Allen again about it and Shakeisha stated "we ship up to 8pm" then said that the date I was told was "only an estimate." I let her know this was important and was my wife's Christmas present. 8pm came and went, no notice of shipping. This is unacceptable, for a simple order, for what I was charged, and how I was mislead on 12/7. I purchased a Christmas gift, not an eventual some time in 2022 gift. If this is common for them, then being honest and up front with customers at time of purchase would be a much better way to conduct business.

  

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/23) */ Hello, We do apologize for the delay. A member of our management team has reached out to the customer to advise that the order has shipped today, December 23 and is on track to be delivered by December 24. Thank you. Consumer Response /* (2000, 7, 2021/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) After some back and forth on the phone, the item was shipped with the appropriate tracking and speed. I received it on 12/24/21.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  James Allen Order #*******: a pair of Platinum Four Prong Diamond Stud Earrings. Total: $1875 AUD, plus $280.63AUD custom taxes and fees. I ordered the pair of diamond earrings from James Allen on October 21 2021, planning that they would be ready for Christmas. I paid for a premium 'upgrade' for the platinum screwback setting for the studs. The earrings finally arrived on December 1 and the backing on one of the earrings do not screw on. The backing slips on and off the post cleanly because of poor workmanship. Firstly, I had paid for the screwback 'upgrade' to ensure the earring backing would sit firmly in place. Secondly, per the advice of the customer service agent that I conversed with on November 25, the order had to be delayed by several weeks (i.e. the shipping ETA was pushed out day after day for a fortnight), as the jeweller required more time to work on the setting. This indicates to me that the jeweller was aware of the issue. Thirdly, these earrings were apparently inspected and quality assured by another member of the James Allen team prior to shipping, according to the Quality Assurance card that accompanied the earrings. Therefore, I find it very hard to believe that this was a genuine oversight. Since receiving the earrings last week, I have been trying to get a hold of their customer service team. So far, I have been met with delayed responses (i.e. I sent them a follow-up email on 12/03 to which they have only responded today, 12/08. This contradicts their claim of providing 24/7 support) and I have now had to repeat the incident twice to two different service agents, because it seems they did not keep a case file or the evidence I've provided against the defect. I feel James Allen is just bouncing emails between customer service agents in the hopes that I will eventually give up, or to waste away my 30 days return period to absolve themselves from any responsibility, conveniently blaming it on the busy lead-up to Christmas.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/09) */ Thank you for choosing James Allen and for taking the time to share your feedback. We sincerely apologize that your earrings shipped to you with incorrect backings. We certainly understand your disappointment and this is being addressed with our production and inspection teams. At this time management has reached out to you directly to work towards a positive solution and we look forward to working with you further.

• Initial Complaint

  06/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Unfortunately I'm really stressed out about my order delay with James Allen.I have a flight schedule for next Tuesday morning(June 29th), so I really need to get my order before this date (maximum June 28th). I've placed my order over a month ago, and it was estimated to arrive last Friday (June 18th). On Friday I contacted James Allen on website and they told me that it would be shipped on Friday and the estimated date was correct. We know that it didn't happen, and the estimated date was changed for yesterday (June 21st). Yesterday morning I asked the same question for Cheyenne (from James Allen customer service), she told me the same thing, that my order would be shipped maximum 7pm. It didn't happen again. I don't understand what's the reason for such delay and I can't accept to receive it after my proposal date as everything is already paid and I can't get a refund for my flight or even the hotel. Hopefully I'll receive it before my trip. Thank you for the understanding.

  

  Business response

  06/29/2021

  Business Response /* (1000, 5, 2021/06/22) */ Hi ******* Thank you for taking the time to share your feedback. I'm sorry that your order experienced delays. All of our items are crafted at the time of purchase and while we do our best to provide the closest estimated shipping date, our jewelers do sometimes need additional time to complete the ring. I see that your order was able to be shipped today and is estimated to arrive tomorrow! We appreciate your patience as we worked to complete your custom made ring and ensure it is perfect for you. Please do not hesitate to contact us if we can be of any further assistance for you regarding your order. We hope that you love it!

• Initial Complaint

  06/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: November 23, 2020 Amount Paid to buisness: $4,509.00 Order#: ******* issue: a diamond engagement ring was purchased through James Allen and was received a few week after. After approximately 1 month of use we took it to have it cleaned and inspected at the local ******/James Allen retailer. while there and during cleaning the jeweler noticed that was a side marquis stone was loose and tightened it. over the next 2 months we did the same and both of those times the side stone proceeded to fall out of the ring. on May 5, 2021, we noticed that the side stone was missing and had fallen out. This is believed to be due to a defect in the ring. we sent the ring back under the warranty to James Allen and they called and informed us that the warranty does not cover the marquis stones because they are not "round". This was not told to us when we purchased the ring. This is a deliberate lack of information to get a sale. Now we are having to file through insurance.

  

  Business response

  06/15/2021

  Business Response /* (1000, 5, 2021/06/13) */ We are sorry to hear of your experience. The replacement of side diamonds is not always covered by our lifetime warranty, regardless of the shape of the stone, and we apologize for any misinformation. A member of management has reached out to you to discuss your order further and our team looks forward to assisting you with a positive solution. Consumer Response /* (3000, 7, 2021/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) no one from management has reached out to me. When I spoke with the representative on the phone prior to purchasing the ring, I was informed that the ring had a lifetime warranty and that it could be resized for free once for up to a year from the purchase date. no mention was ever made that the warranty does not include any of the stones on the ring and the only thing it covers is the actual metal portion of the ring if you decide to call it a defect. This was very misleading and major misrepresentation of for a sale. Seems very unethical of the company to not state very important information when asking about policies for an item you're spending such a large sum of money on.

*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. ↩