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Business Profile

Jewelry Stores

Alex and Ani, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Alex and Ani, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alex and Ani, LLC has 10 locations, listed below.

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Alex and Ani on 6/19/25 for five Four Leaf Clover Cord Bracelets (SKU: AA825224SG), totaling $133.30. The order shipped via ***** Priority - Up to 3 business days (Tracking #************) to my home in *************, ***On 6/22, a ***** van was seen leaving my driveway at 9:40 AM, but no package was delivered. I visited the ************ Hub in ********, ** on 6/23, where three managers, Nav, ******* and ****, reviewed my tracking and confirmed that the package could not be found. They said it was missing.On 6/24, I received an email from ****** at ****** Service Recovery team. She said they would search their problem package area, but if it wasnt found, I would need to contact the shipper for reshipment or reimbursement. She also stated only the shipperAlex and Ani can file a claim for the missing item.Because of the lack of delivery and conflicting information from *****, I filed a police report regarding the missing package.I then contacted Alex and Ani, who previously replied to my first inquiry with a generic message stating, Rest assured, your package is on its way. Since then, Ive followed up again and received no response.The ******** ***** location has not located the package and has advised me to go through the shipper Alex and Ani, so they can file a claim for a refund. Im no longer requesting a replacement. I want a full refund. I am asking the BBB to help resolve this.

      Customer Answer

      Date: 07/07/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ******

    • Initial Complaint

      Date:04/12/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order (# S5915473) on 3/28/25 with an eta of 4/14/25 for 3 bracelets-gold peeps bolo bunny bracelet, peeps bunny multi ************* bunny beaded bangle. I received peeps bolo bunny bracelet under the ***** tracking number ************. I was never notified that the order was going to be shipped in 2 separate packages or the status of the other 2 bracelets at any point. When I checked my online account I saw a second ***** tracking number which showed and still does show that just a label was created and that ***** has not received the package. Please see this second tracking number below.287176327959 I emailed asking if Id receive the remaining bracelets in my order before the Easter holiday as they are gifts. They danced around my question and said that it is processing and will ship once they are processed. I emailed back asking whether the bracelets are back ordered so I can make other arrangements to which I received no reply. I then asked for a refund considering I do not anticipate the items before the holiday even though the initial eta was well before Easter and I did not receive any updates whatsoever regarding the change in status of the products I ordered to which the customer service email responded they cannot process a refund and Id simply have to wait for the products to process and ship. They did not solve anything for me or answer my questions. They did not assume responsibility for their lack in communication regarding the status. They conduct poor business and Id like a resolution to my problem whether they expedite the shipping of the items so that I receive them in time for the holiday as initially agreed upon at the time of the purchase or a refund for $57.40 plus tax for the 2 outstanding bracelets. Please help as it is extremely difficult to get a serious resolution from the company. Also, their telephone number listed on their website ************ is no longer in service when you try to call.

      Business Response

      Date: 04/16/2025

      Hi ******, thank you for reaching out. We are terribly sorry for the troubles you have experienced with your order. Our Customer Experience team has shipped you the additional product that had no movement on the tracking, with expedited shipping so it will arrive before the holiday. Please don't hesitate to respond to our email with any questions or concerns you may have. We truly appreciate your business! 

      Customer Answer

      Date: 04/16/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *********

    • Initial Complaint

      Date:03/10/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered items totaling ***** on Jan 1st 2025. The items never arrived even though the delivery source says they did. I have a ring camera and no truck came to my house at that time. I have reached out to alex and ani and the delivery source to no avail. Alex and ani said they received my email but no contact or response after that.I would appreciate any help resolving this matter. Thank you.

    • Initial Complaint

      Date:02/28/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 2 bracelets in December. On January 2, 2025 the order was supposedly delivered to my address. I had changed my address with the company the first of December 2024. Apparently the notation was not made to my account. Again, the order was delivered to my address (says the post office) I went to the old address and it had not been delivered, as noted in the tracking. My account was debited approximately $80.00 but I never received the ordered product. I am so disappointed at what has happened to this company. They have no customer service, the phone is no longer in use. What has happened to this company I have been a customer for years. Extremely disappointed!! Please just send the bracelets I ordered!!!!!

      Customer Answer

      Date: 03/11/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 03/27/2025

      Dear ******, we are very sorry in any delay in getting this resolved for you. We answered your email on 12/28/24 but did not receive a response from you. A follow up email was sent again on 3/27/25. Please respond to that email so we can initiate a lost package claim for you! 

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reached out after my fiances necklace broke the day after I got it for her. I know its fairly cheap but for it to break so soon is ridiculous. We decided to go with another company for a replacement. When reaching out to their support they don't ever mention you will never get your money back to the original purchasing card. Without any consultation on what type of refund I'd like, they resorted immediately to a gift card. Furthermore, I tried to give an honest review of the necklace on their site and it appears they have some sort of approval process on what can be posted even from a verified purchaser. I'd like my review posted and I'd like to have my refund completed to the original card used.

      Business Response

      Date: 01/02/2025

      Hi ****. A full refund for your purchase was already completed. Our warranty process for broken items is to issue a replacement or an e-gift card. We have no problem honoring the refund given the circumstances.  

    • Initial Complaint

      Date:12/24/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      December 15 I ordered two bracelets from Alex and Ani. I have not received the merchandise. The tracking keeps changing the date to arrive. ************ said it was returned to point of origin. Very conflicting info. Ive tried to contact the company but have not heard anything.I would like a refund.

      Business Response

      Date: 12/30/2024

      Dear *******, I see that we spoke to you on 12/25 and 12/26 and a full refund has been submitted for the order that was returned to sender by the carrier. Thank you! 

      Customer Answer

      Date: 12/30/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******* *****

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order and it appears it was lost in the mail. It included a birthday present for someone (that has now passed) and 3 Christmas presents which would have to arrive by tomorrow. The customer service number is out of order, my emails have gone unanswered, there is no live chat option and I also sent a message on Instagram which was also unanswered. I am now out money and have to go buy additional gifts last minute since the package never came and customer service is unreachable and unresponsive through email.

      Business Response

      Date: 12/30/2024

      Hi ****. We are very sorry to hear of the troubles reaching us. At this time, our Customer Experience team is available via email only. I see that we sent you 3 emails on 12/24, and that your package was also delivered 12/24. If you have any further questions, please respond back to a team member via email and we will be more than happy to assist you! 

    • Initial Complaint

      Date:12/19/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 7 bracelets at Christmas presents for my childrens teachers on 12/5. The items have not been delivered and the customer service phone number is disconnected. The email address they provide I used but no response. Ive reached out on ******** and Instagram as well and was told to email the customer service email I already reached out to.

      Business Response

      Date: 12/23/2024

      Good afternoon, we see that a member of our Customer Experience team responded to your email on 12/21/24. If you still require assistance with your order, please respond directly to that email. Thank you! 

      Customer Answer

      Date: 12/23/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      my items were delivered to me over a week late but I have accepted the response. 

      Regards,

      ******* **********

    • Initial Complaint

      Date:12/14/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a bracelet online and when it was delivered I opened the box and the bracelet box was there but no bracelet I have emailed them twice with no response the number for customer service is disconnected and no live chat shows up on their website. Its not like it was a huge purchase with shipping like 30 dollars but it was a Christmas gift and now I cant get ahold of anyone to get the bracelet or my money back just believe very unprofessional for a business.

      Business Response

      Date: 12/16/2024

      Dear *****, we are very sorry for the delay in response and troubles you have experienced. Our customer experience team is only available via email. I see that we sent you a response on 12/16/24 and sent you a new order with priority shipping. Please feel free to respond to the email we sent you if you have any further questions! 

      Customer Answer

      Date: 12/16/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ******

    • Initial Complaint

      Date:11/29/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The advertisement (with no asterisk for additional conditions) states some items are 50% off, and that everything on the website is 20% off. Products listed beside the ad that are advertised as being 20% off are not, they're 10.7% off. The ad is not truthful, and is misleading consumers.

      Business Response

      Date: 12/05/2024

      Hello, thank you for your message. The code needed to be applied to show the discount, the prices listed in your screenshot were not the final price with the discount. Our **************** Team is more than happy to assist you with this and can honor the promotion if you still wish to place. Please reach out to us at ****************************************** and reference this message. Have a great day. 

    Alex and Ani, LLC is NOT a BBB Accredited Business.

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