Business Profile

Jewelry Designers

James Avery Craftsman Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for James Avery Craftsman Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
6 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:06/25/2025
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 made an exchange for an item in store on 06/18/2025 and the next day after opening the package I noticed the box was empty. I immediately made a call on 06/19/2025 and spoke with ***** and was advised would provide information to manager. Received a phone call from *** store manager same day and was advised that it would take up to 2 weeks for resolution. Received call 06/20/2025 that after review of cameras I took the item. I asked if she physically saw the item placed in bag and she confirmed verbally yes. I asked who else could I speak to on this incident and she advised her regional manager with no name given and that she may be off the following day but would still relay the incident. As of today 06/25/2025 no contact had been made.
Business Response
Date: 06/26/2025
I spoke with the Asst. **** Annaly from the store and she tired calling the customer yesterday at ****** to discuss the situation.
The Asst. *** & District Manager have viewed the video and determined the item was enclosed and picked up with the other items.
He needs to contact the store to discuss this with them.
Customer Answer
Date: 06/26/2025
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.

Regards,

***** ****
Initial Complaint
Date:05/11/2025
Type:Sales and Advertising 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.
Initially I was speaking with someone named ********, call dropped, had to call back, the Second **** promised the order would be overnighted and it was not. Had to re-place the order and reroute the first one. Received the order mother opened one of the packages and the earring has a dent in it.E1003073869 - also the repo uses earrings and another hammered silver set my son purchased at Christmas have horrible hooks. In addition, ******** was rude via phone and so was Christian. I hope people in this country can be respected regardless of previously conceived notions. This RUINED our Mothers Day gifts and presentation. Im so disappointed.
Business Response
Date: 05/14/2025
We apologize for any inconvenience we may have caused, as that was not our intention. We have been in contact with the guest and are working to resolve the issue.
Customer Answer
Date: 05/14/2025
Complaint: 23315661

I am rejecting this response because: No one has reached out to us beyond our contact. I went online to proceed with the return of the defective item and one additional pair.

Regards,

******* ************* ******
Business Response
Date: 05/20/2025
We have spoke with the guest and apologized for the service and experience.
Initial Complaint
Date:03/04/2025
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.
The date of the transaction was Aug 1 2024 through ******. I originally ordered a ring that needed an exchange then apparently James avery had lost it through processing which took a longer time to get back to me. Then the exchange was damaged and I wanted a refund and somehow ****** saw it in the sellers favor. I had processed another return and do not even have the product anymore and James avery is once again processing a exchange for a product I do not want from them and I just wanted my full refund back after this whole ordeal.
Business Response
Date: 03/04/2025
We apologize for any inconvenience this may have caused. A refund has been issued to the original payment method. If there is anything else we can help with, please let us know.
Thanks,
James Avery Customer Service
Initial Complaint
Date:09/19/2024
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 ordered jewelry from James Avery using their website. I never recieved the jewelry. I paid using ******. I initiated a complaint through ****** and James Avery never responded to the complaint so it was closed.
Business Response
Date: 09/23/2024
We apologize for the miscommunication. We have filed a claim with ***, regarding your package. We will be issuing a full refund to the card, you placed the order with. We will also follow up with an email to you for confirmation.
Initial Complaint
Date:08/14/2024
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 08-05-24 I placed an online order. It was delivered on 08-10-24 by **** in a *** bubble envelope. When received it was empty. The bottom of the envelope was sealed closed. But the top of the envelope you can visually see it was never sealed closed by the machine to seal it. Therefore I believe an employee of James Avery intentionally sent an empty envelope meaning my merchandise was stolen by an employee. There could not be an adult that works there that would think the merchandise would reach me without the envelope being sealed. I called in to James Avery customer service on ********. I received an email with a new order number and was told it would be sent out. I called again to receive status and confirm it was shipped out on 08-14-24 just to find out it was not shipped and there was an error on the order so the order was not in the system. The representative could not locate it. I was transferred to a lead by the name of ****** that was useless. She stated there needed to be a 10 BUSINESS day investigation with ***. There needs to be an investigation with James Avery and their employees. Someone stole my whole order from the department that delivers. In meantime they have my money and I have NOTHING! I will not shop here no longer and will tell everyone of my nightmare situation with James Avery. James Avery does not have knowledgeable employees. Nor do they care for their customers. We have a choice as to where we choose to spend our hard earned money. The employees in store are not helpful and act as the customer is bothering them. So I tried online and just to find out online is just as bad. **************** is horrific! Wait times are long just to spoken down to. Im attaching photos to show where the envelope was sealed shut by machinery on one side. And can clearly see where the other side was defective and never sealed at all. Whoever was tasked with stuffing my merchandise into that defective envelope does not deserve a job. They should be fired!!!!
Business Response
Date: 08/15/2024
We have been in communication with the guest, via email and this has been resolved.
Customer Answer
Date: 08/21/2024
Complaint: 22142639

I am rejecting this response because:
James Avery sent me this unacceptable email full of lies. This is all incorrect information. I have not made any returns on items without a receipt. I shop in store usually. I wanted to take advantage of the sale going on and realized the day it was ending so did so through mail. Now this is retaliation because I stated an associate of James Avery stole my merchandise being that the package was never sealed. They also attached my PERSONAL email to persons I have no knowledge of. This is a violation of my privacy and safety. I did not give consent to James Avery to share my email with these individuals. James Avery then shipped a package to my address for a neighbor. I had to physically take this package to the correct address (***************) I had to waste my valuable time to investigate who this belonged to. I received that information from my local post office mail carrier. Which I should not have to do. Im attaching photos of the hostile and threatening email they sent me Im also attaching photos of the package that was sent to my home not address to me but addressed to my address (***************) Im also sending another photo of the package that my original order was sent in where you can clearly see on one end its sealed and not on the other. I have highlighted it with blue. If you look closey you can see the seal on top is open and never was sealed shut from manufacture. James Avery should have seen this was NOT sealed shut. And this was a defective envelope. And on the bottom highlighted blue you can see where the envelope was securely sealed. It is sealed by the machinery from the envelopes manufacturer. This is why I blame James Avery. Whoever packaged my order knew this was defective. And whoever the last person from James Avery to handle my package knew this envelope was defective. And this is why I blame employees of James Avery for stealing my items. Now James Avery wants to get hostile and point fingers at me. This is completely unacceptable behavior. I feel accused. This company, James Avery is retaliating against me for filing this complaint. And feel very worried for my safety being that now James Avery is sharing my personal information with complete strangers that I did not give authorization to do so. What other personal information are they releasing?
I have 4 photos I wish to share but are not allowed to. *** tried attaching the error Im receiving but can not do so. I need assistance on attaching these 4 photos.

Regards,

*************************
Business Response
Date: 08/21/2024
On 8/14, we responded to the guest by email, letting them know that we sent a replacement order to them. We mailed it with signature required to ensure that the guest received it. We show it was delivered and signed for on 8/16 @ 6:13 PM.
Customer Answer
Date: 08/29/2024
Complaint: 22142639

I am rejecting this response because:
the response below from James Avery does NOT address my complaint!!
On 8/14, we responded to the guest by email, letting them know that we sent a replacement order to them. We mailed it with signature required to ensure that the guest received it. We show it was delivered and signed for on 8/16 @ 6:13 PM.
Above is the response from the company; no where does it address it has shared my personal information with strangers that I did not authorize. No where does it address WHY it sent a strangers package to my address and not theres? No where does it address that they made false claims about me making returns without a receipt! No where does it say if they investigated and found out what happened to my original order that was opened when it left their facility.
I still can not upload photos of email & package
I wish to have all the items addressed. Im very concerned for my safety. They shared my personal information in retaliation of me opening this complaint. I fear for my life and others around me because of how this company has handled things. This is retaliation. And unacceptable.

Regards,

*************************
Initial Complaint
Date:08/13/2024
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 made a purchase on Aug. 4th during a promotional period they had. I then had not seen any movement on shipping just days in progress as of today 08/13/2024. I then chatted with someone to be told my order was cancelled with no explanation when I was charged from my bank card and was told the money would go back into my account. I am beyond upset that they could do this to a loyal customer who has been doing business with them for years and I have spent thousands of dollars on this company for them to tell me that and now the promotion is over which is horrible. I then sent an email to get a response that says my bank should of notified me or Apple which would make no sense because the purchase authorization was approved by ***** Fargo and confirmation email was sent to me. I was then told I had till 4pm to call them which I cant as I dont get off work until 6pm tonight. I asked for a supervisor to call me and have yet to get a response from one.
Business Response
Date: 08/15/2024
We have talked with customer and this has been resolved.
Initial Complaint
Date:07/18/2024
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 ordered a bracelet and two charms for my granddaughter. Approximately around midnight on a Thursday night. While checking out I selected Apple Pay. Unbeknownst to me, Apple Pay automatically updated my shipping and billing information to the last used on their site. I had moved from that address/city over a year ago. I immediately emailed customer service. I called the customer service number as soon as they opened Friday morning. The rep stated she didnt see my order but then the line dropped. I called back with a different rep. *** and her manager stated they could not cancel the order or change the address because the bracelet was already made and shipping. They stated that the best solution for me would be to call the post office and set up a forwarding address to my new address Also said that they could not refund my money unless the person at the old address return the bracelet to them. I receive shipping confirmation the following Tuesday. I will not be shopping with them online again and I may not shop with them in store either. This is something ************ would never do. **************** really lacks. To think that I have to wait to see if the new residence of my old home will have enough integrity to return a basically free charm bracelet sent to them in error because Apple Pay use my wrong information after I had inputted the correct information on a previous screen.
Business Response
Date: 07/24/2024
We have spoken with and addressed the customer's complaint.
Customer Answer
Date: 07/24/2024
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.
A customer service manager called me and placed an order to replace my bracelet and ship it to the correct address.

Regards,

***************************
Initial Complaint
Date:07/18/2024
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 have bought multiple items from James Avery. Necklaces, charm bracelets, charms, rings. Spend thousands of dollars. It is upsetting to spend so much money and charms fall off just to be told youre going to be charged half the amount to put it back on. Recently I visited James Avery in **************. There dove creek location with a concern that the colored charms I have bought. The paint is coming off. Just recent was Christmas, Easter, Halloween. All color coming off the charm. When asked to fix. Again, wanting to charge 35 per each one to fix. I feel James Avery is scamming people and before I file a lawsuit would like to deal with the corporate to resolve the issue. If they would like to contact me. I can provide pictures of all.
Business Response
Date: 07/29/2024
We are reaching out to the guest to discuss their experience.
Initial Complaint
Date:04/25/2024
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.
On Saturday, April 12 I tried to order a charm on line for my daughter's birthday. When I was checking out, I got an error code which said "sorry we are having technical difficulties, please try again later. I waited awhile and tried to place the order again, but got the same error message. Later that day I noticed two charges of $75.78 ea. on my back account. I immediately called James Avery, and explained what had happened. The customer service clerk assured me that the charges would fall off my account within 72 hours. She said no order was placed and no confirmation was sent. It took 3 days and the charges did seem to go away, Then I noticed my credit card payment did not go through and when I checked my account the two charges for $75.78 were back on my account. Once again I phoned James Avery and the lady was extremely rude. She could have cared less that not only was my money held up it was money I had set aside for my daughters birthday. She told me the orders were made for the same charm, same engraving, on the same day. (who would do that) and that if I wanted my money back I was just going to have to wait till they were received and I could try returning one although engraved jewelry was not returnable. I'm like are you kidding me, this was their mistake. I called the day it happed as was assured no order had been placed and that the charges would fall offl. As of today 4/25 I have not recieved my money back, nor have I received any merchandise. I was not able to get my daughter a gift for her birthday because I am on a fixed income and can't make up for the money James Avery took from **** have filed a dispute with my bank. I will never do business with James Avery again. Not because of the mistake that was made, but because of their rude attitude and uncaring persona. Their prices are ridiculousl and the quality has gone way down. There is better silver u
Business Response
Date: 05/03/2024
We have reached out to the customer, we have left a voicemail. We have not been able to make contact as of yet.
Customer Answer
Date: 05/03/2024
Complaint: 21624473

I am rejecting this response because: James Avery did reach out by email which I did respond to. I have still not received any merchandise nor refund. Once again I call them the day this accured and told them about the error code I received. They assured me no order had been placed and that the charges would fall off. Skmist a month later they now say two exact orders were placed and engraved merchandise can't be returned. I have verified that know merchandise has been received. I want a full refund. Charges were not authirized.

Regards,

*******************
Business Response
Date: 05/06/2024
We have been trying to make contact with the customer. A manager has called and left two voicemails for a return call and we have also sent an email, requesting a call back to the managers direct number. We have not been able to make contact with the customer.
Initial Complaint
Date:03/15/2024
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 March 6, 2024 prior to leaving country for vacation. Once I returned on noticed that the package stated it was delivered but my sister stated she never received it. I checked email delivery confirmation and noticed the system had combined my address and shipping address. I contacted James Avery immediately. They refused to help or refund my money. Told me to dispute with bank or contact ***** *** originally shipped order but transferred to **** who delivered to a none existing address. All I wanted the company to do was send a replacement bracelet to the correct address. This was a gift for my sister who had lost her baby.
Business Response
Date: 03/19/2024
We have made contact with the customer and resolved this situation.
Customer Answer
Date: 03/19/2024
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.

Regards,

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

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James Avery Craftsman Inc. is NOT a BBB Accredited Business.