Business Profile

Jewelry Stores

Alex and Ani, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:11/21/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
11/7 I ordered a bracelet & received a confirmation email 11/8 Payment shows on my credit card 11/15 I sent an email requesting status because nothing is showing up on their site and their 800number says it is no longer in service 11/18 received an email reply to my email would take 3-5 days 11/28 I need this bracelet for a birthday they have had 20 days to get this gift to **** placed a second order 3 days ago and that 1 is ready to ship, arrival date 12/1 - 12/6...I prefer to have the gift by then at no additional cost to me. I will contact my credit card company to file a claimif not received by then .Any response would be greatly appreciated!!!
Business Response
Date: 11/26/2024
ALEX AND ANI has resolved this matter via email with the customer.
Customer Answer
Date: 12/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have received emails from this business, they say the item has been shipped but as of this moment I have not received it.
I am stillhoping to get it by November 30 for my daughters birthday.

Thank you for your assistance. It is very much appreciated.

I will no longer be buying anything from this company. There was a problem with a second order but they said they issued a refund but I haven't seen that on my credit card statement yet.

***** Barr
Business Response
Date: 12/05/2024
Hi *****, we see (3) orders in the system for you: 11/7, 11/16, and 11/29. All have shipped. Your latest order has an ETA of 11/7 per the tracking information that was emailed to you. We also processed a refund for you on 11/27 for the item you did not receive and was out of stock. We also issued you a courtesy e-gift cards for your troubles. We are not understanding what the outstanding issue is here, but the best way for you to reach our team members is via email at ****************************************** and they will be more than happy to assist you with your request, as they have been.
Initial Complaint
Date:11/20/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 on November 8th. Shipping was promised to be within six business days. I received one of two items. The second item has not shipped and shows no signs of ever being shipped. I have tried to communicate through the online portal many times with no success. I have not received any emails returned from my various requests. I have sent three emails to customer service separately and still no response. Every time I check the order I just see partial delivery. I have no idea why it is so hard to get an item that appears to be in stock and that they've already taken my money for. This customer service is horrendous because a simple reply to my email would probably suffice. However after 2 weeks I don't understand why I have to wait even though they didn't have to wait to take my money. I would like someone from this business to contact me and let me know when I can expect this item.
Business Response
Date: 11/20/2024
Dear *****, thank you for your message. A member of ALEX AND ANI has reached out to you directly to resolve this matter.
Customer Answer
Date: 11/24/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I appreciate the response and the gift card. However there was no real closure you the issue. I still have no idea if or when I will receive the product that I paid for. They said "soon". This was a birthday gift and we are two weeks passed the birthday and coming up on 3 weeks since I placed the order. "Soon" is not acceptable especially when the only way I can reach this business is by filing a complaint. I would appreciate regular status on this order and an actual date on when it will be shipped. It's extremely frustrating to go the the site and just see that my order hasn't shipped and that there is no other information. With Christmas coming why would I expect them to fulfill this order since I assume they will be too busy to handle it. Back ordered products happen but the absolute lack of status and communication is unacceptable. It isn't hard to generate a mail or update your website.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 12/05/2024

Dear *****, a response was emailed back to you on 11/23/24 with a link to the tracking number for the item you were still waiting on. That response shows as received and read. The tracking number we sent you shows that the item was delivered to you on 11/29. As of today, your order with (2) items have both been delivered. One on 11/14 and the other on 11/29. I am sorry that you feel this is the only way to communicate, however, our Customer Experience team has been very responsive to you via email. Your order has been shipped and delivered in its entirety, and a courtesy e-gift card was issued as well. If you are still experiencing any issues with your order/items, we kindly ask that you reach back out to our Customer Experience team via email. Again, we are more than happy to assist you there, as we have done previously.
Initial Complaint
Date:11/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 a bracelet in the beginning of Oct. 2024, for a gift, and also had to purchase a gift box separately which was really strange to me. They will not provide a box for the jewelry piece you buy from them. When I received the bracelet, it did not look like what I expected, and it arrived bent, so I decided to return the entire order including the box. To my surprise, they did not refund me for the box because they say that the boxes are non-refundable, and that its stated on the website. It may state it now, but I did not see it when I ordered it. What am I supposed to do with an empty box that has their brand name on it? On top of all this, they charged an unfair, and ridiculous $8.00, shipping for a small weightless package even though I clicked on their advertising for free shipping. In reality its as if I paid for shipping both ways for the amount they charged. I feel taken advantage of when they deducted $11.45, from my original order of $38.41, and was only refunded $26.96. They should at least refund me for the box.
Customer Answer
Date: 11/14/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 11/20/2024
Dear Da Fa, we completely understand the situation here. A refund for the leftover box and shipping has been reimbursed in full. Thank you for your patience as we resolved this. Have a great day!
Customer Answer
Date: 11/20/2024
[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,

Fa Da
Initial Complaint
Date:11/02/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
On 10/12/2024, I placed an order with Alex and Ani for two beetlejuice themed items and two other Halloween items I found listed under the Halloween section of the website for $166. After not hearing anything after placing the order, and after the 5 day shipping window, I reached out for an update on my order as I was not able to view ANY tracking information on their website. It kept rerouting to the ******* app which I AM NOT downloading and giving my information to just to check the shipping status of my items.On 10/22/24 they sent a generic response stating that bettlejuice items will now ship at the end of October but other items in the order will ship. I told them to expedite my order of non beetle juice items so I could have my Halloween jewelry BEFORE HALLOWEEN. Then on 10/25/24 they sent another email stating that theres another delay with the beetlejuice items. Its now 11/2/2024 and I have STILL not received even ONE thing from my order or ANY outreach from customer service to assist me. They also dont have any possible way to contact them via phone or chat They falsely list on their site that you can directly chat with customer service and that is a flat out lie.This company is an absolute scam and isnt held accountable to customers AT ALL. Theyre taking our money and holding the products hostage. AND THEY ARE STILL ATTEMPTING TO SELL ALL THE ***** THAT ARE NOT IN STOCK ONLINE. They are thieves and scammers.
Business Response
Date: 11/20/2024
Hi Autumn, thank you for your message. We sincerely apologize for any delay or disappointment caused here. I see that on 10/25 we asked if you would like for us to short ship your order and we did not hear a response back. 11/6 we responded to you with this information and proactively took care of the order at that time. The items we did have available to ship delivered to you on 11/7. Tracking can be found here: 1Z35FE670232318684.
As also stated on our website, Live Chat may be unavailable at certain times, so the Contact Us Form is always available for email correspondence. We have not had phone service available for about a year now, but we will be sure to take this feedback to our team for future communication considerations. We can, however, assure you that we will always respond to your email in the order in which it is received! Our small but mighty team is working very hard to get all of our customers concerns answered as quickly as possible.
The remaining two Beetlejuice SKUs were purchased on 10/12 with the callout that they would not be available to ship until November. As of 11/20, we are still awaiting these items to arrive from our manufacturer. We anticipate these arriving by end of this week (while still remaining in our commitment of November). We are very sorry for any confusion this has caused, and truly appreciate your patience and understanding during the time!
Initial Complaint
Date:10/05/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 on October 4, 2024. They confirmed the order and said I would receive a receipt shortly. Well shortly has come and gone and I never received confirmation on the order. The money was already withdrawn from my account via my debit card but no response from the company on this purchase. I have NO order number and NO tracking number. All I know is Alex and Ani have my money and I have no way of knowing anything else. I like to have my receipts when I purchase along with the tracking number so I can track my order. Never will I do business with them again
Business Response
Date: 10/09/2024
Dear *****, a member of our Customer Experience team has responded to your inquiry with order details. We believe the order emails could be in your junk or spam folder. We have received your order placed 10/4/24. As of 10/924, your order is out for delivery.
Initial Complaint
Date:08/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
8/16/24- had one necklace in cart to pay for. Received error message that unable to process payment. Close website and redid purchase again for one necklace. Received another error message that card listed is invalid.( care number is stored in ****** pay to pat for all online purchases and care number is correct. Added a new card number which was the same exact card number that gave error abs purchase went thru twice. Sent emails to customer service with no response .they processed both orders. Order numbers S5709306 and S5709307 are the exact item purchased within seconds of each other. Their website it a fraud and sends out error messages so you wind up having 2 or more purchases of the same items and noone calls or contacts you back. I wanted one of the orders cancelled but instead they fulfilled both
Business Response
Date: 08/19/2024
Dear ********, we are terribly sorry to hear of the trouble you experienced on our website. Please know this is not the norm. Despite the error message, both orders did process. A member of our Customer Experience team responded to your emails and attempted to cancel, but it was too late. We have a very short time-period to make any changes to an order. We have also issued you a free prepaid return label to send back any unwanted items. We will absolutely refund those in full once received back!
Initial Complaint
Date:06/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 from this website they have a 30 day return policy. I received this bracelet yesterday and want a refund. I do not like it. It is unused and unopened. The company wont respond! I have sent multiple emails. Their phone doesnt work. Their text doesnt work ORDER ********
Business Response
Date: 07/10/2024
Hi *****, thank you for reaching out. I have looked into this for you, we received your initial outreach on 6/18/24 and we created you a prepaid merchandise return label that was sent to your email on 6/20/24. Our sincere apologies if that never made it's way to you! A member of our team has reached out to you directly on 7/10/24 and a refund has been processed. Please let us know if you have any other concerns. Thank you for your business!
Initial Complaint
Date:05/13/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Order # S5683921. 10 May 2024 I just went to place an order after following a link from Alex and Ani which gave a coupon for free shipping (normally $8). Right as I clicked to pay now, the shipping field populated and the order went through with an $8 shipping charge. The item had been in my shopping cart and the whole reason I had not already purchased it was I could not stomach the $8 shipping fee.Immediately I tried to contact customer service by any phone number that I could find on ******* The ***** number came with a message from ******* Wireless saying that the phone number was invalid. The 401 phone number actually reached customer service but it's only an outgoing messaging stating they want you to send an email. I sent an email which is not been responded to. The item shows is having been shipped. If you are going to be an online business who only allows electronic contact between business and customer, you should be more prompt in answering customer emails. I wanted to either be reimbursed the $8 or have the order canceled but have had no response to the emails sent asking for such.
Business Response
Date: 05/14/2024
Dear ********, our records do not indicate a correspondence was received from your email. A member of our Customer Experience Team has reached out to you directly today to resolve this matter for you. Thank you!
Customer Answer
Date: 05/14/2024
Better Business Bureau:

I received a response from Alex and Ani customer service today and they have refunded the shipping. Although they State they had not seen an email from me which I sent on Friday and they reiterated they do not offer free shipping. However, they expressly sent to me an email offering free shipping on an item I had left in my basket. They have resolved the issue although they have not responded to the problem. For this matter I am satisfied but I hope it does not indicate problems to come with their advertisements.
ve 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:03/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Alex and Anis website claimed to have a glitch happen, thus they cancelled my order. as the consumer, regardless of a glitch, i consider this a company wide error they need to rectify as opposed to cancelling and ignoring my several attempts to reconcile
Customer Answer
Date: 03/20/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 03/26/2024
An email regarding this matter was sent on March 2nd, 2024. Please refer to that email if you would like to re-purchase these items, as your original order has been canceled.
Initial Complaint
Date:01/29/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 got some presents last month (December2023) at **************** ** store (*****) and went back there on January 6th, **** to return them store was closed, lot was empty. There is no sign to re-open, ****** personnel confirmed its closed and no idea if Alex and Ani will get the spot again.Closest store is over 280 miles away.Transactions are for store *****:1. trans **** sale *****002**** date 12/17/23 2. trans **** sale *****002**** date 12/21/23 I need to return these items and get a credit back to credit card.Called ************** several times, always getting a voicemail to send an email.Email sent and got reply that return must be made in a window of 30 days and only eligible for an e-gift card.Unacceptable, want my money back.
Business Response
Date: 01/30/2024
Hello, a response was sent to you on 1/23/24 but we have not heard back. We need the below information to proceed with your return. In store purchases cannot be refunded back to the original form of payment as they are separate operating systems from the website.
If you can provide the following information, a printable prepaid ***** Merchandise Return Label will be emailed to return the item(s) for an online E-Gift Card.
Name
Address
Phone
Name & Picture of the item(s)
Proof of Purchase / Purchaser Name / Store location / Order Number / Purchase Date

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