Complaints

This profile includes complaints for JamesAllen.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JamesAllen.com

  8490 Progress Dr Ste 100 Frederick, MD 21701-4994

  
• 

  JamesAllen.com

  6 East 45th St New York, NY 10017

• 

  JamesAllen.com

  135 W 50th St Fl 4 New York, NY 10020-1201

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:06/12/2025

  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.

  Bracelet Broke Twice Within 6 Months - No Integrity in Product or Customer Service
  Review by Anonymous UserI purchased a delicate bracelet from James Allen, expecting high-quality craftsmanship and service to match their branding. What I received was a piece that broke twice in the exact same place—once just after the return window closed, and again only months later after a repair. Both times, the bracelet failed under light, everyday use. The second time, it simply fell off my wrist while typing.
  
  Despite my careful handling and clear pattern of failure, James Allen has refused to issue a refund. They insist the break was “damage,” yet offer no accountability for a product that can’t withstand normal wear. I’ve nearly lost this bracelet twice, and now I don’t even feel safe wearing it.
  
  What’s worse is how dismissive their customer service has been. Their so-called “commitment to quality and customer satisfaction” rings hollow when they refuse to stand behind a defective product. If your jewelry breaks twice in six months under minimal wear, what does that say about the quality—and the company?
  
  Buyer beware: James Allen may offer beautiful designs, but they do not stand by the integrity of their products, nor do they honor the trust of their customers. I deeply regret this purchase and cannot recommend them to others.

  Customer Answer

  Date: 06/12/2025

  I am submitting this statement to provide further context and clarification regarding my complaint.
  I purchased a gold bracelet from James Allen in late 2024. Shortly after the return window closed, the bracelet broke unexpectedly in the middle of a normal day, during light use. I contacted customer service, and while they initially declined a refund, they did offer a complimentary repair as a courtesy. I appreciated the gesture and hoped the issue was resolved.
  However, within just a few months, the bracelet broke again—in the exact same place as before—this time while I was simply typing on my computer. I have worn the piece infrequently and have followed all care instructions. I take great care of my jewelry and did nothing that should have caused this type of failure.
  The repeated breakage, in the same location, under minimal use, indicates a structural defect. Despite this, James Allen has refused to offer a refund, continuing to assert that the damage is not related to a manufacturing issue—even though the item has failed twice and is clearly not fit for daily wear.
  I’ve now nearly lost this bracelet twice due to its faulty design and lack of durability. My trust in the quality of James Allen's product—and in their commitment to customer satisfaction—has been deeply shaken. I am extremely disappointed that a premium jewelry brand is unwilling to stand behind their product or make this situation right with a refund.
  I respectfully request that James Allen reconsider their position and process a refund based on the repeated product failure, despite minimal wear. I also request that this case be escalated to a supervisor who can make an appropriate and fair decision.
  Thank you for your attention to this matter.
  —***** ******

  

  Business Response

  Date: 06/13/2025

  Thank you for reaching out in regards to your bracelet and we apologize this has been your experience. A member of management has reached out to you to offer assistance with your order. We look forward to the positive resolutions that have been discussed so far! 

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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 applied for a credit card with James Allen and was instantly approved for $10,000. I placed an order, and several hours later, I saw the status say RETURN. When I spoke to customer service, they told me it was canceled and I couldn't pay again with my approved card that I deposited via bank transfer. This irritates me and is stupid. So, what am I going to do with this card? This is completely illogical.

  

  Business Response

  Date: 06/03/2025

  Thank you for reaching out about your recent experience and our management team has also tried to reach you to discuss your inquiry. The information in this order did not align with the details of the financing application. Therefore, the order was cancelled due to those discrepancies. We would be happy to assist you with a new purchase if paid with a bank wire. For further assistance please feel free to reach back out to our management team. 

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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.

  James Allen has gone from reputable to questionable. They advertise Lifetime Warranty for their jewelry but dont let consumers know about the catch. You have to be without your sentimental jewelry for minimum of 1 month to ever take advantage of the said ***************** JA received my rings for routine warranty/maintenance on 4/22 and did not even look at them until 2 weeks later on 5/06. It wasnt until 2 weeks of having my jewelry that it could even be noted what was needed (cleaning, tightening etc). Here we are 1 month later and Im told that the rings went through quality assurance on 5/12 and theyll need yet another review before making its way back to me. We are beyond a month now that this establishment has kept my jewelry and prolonged returning it to me. What professional company feels okay or justified with taking an entire month to clean 3 rings? Its not a sculpture , diamonds arent being mined, it feels as though my jewelry is just being intentionally withheld from me at this point.The only resolution offered is to continue to wait around for them to finally send it back to me. ITS BEEN OVER A MONTH.

  

  Business Response

  Date: 05/16/2025

  Thank you for choosing James Allen! We appreciate your patience while warranty services are completed on your rings and we apologize for any disappointment with the timeframe. Our team values that your rings are serviced with care and they must pass our quality assurance inspections before shipping back to you. We are currently expecting for your rings to be ready to ship back to you next week, which falls within our 4 week timeframe from when you rings were received, and you will be emailed the *** tracking details as soon as they have passed our final inspection. If you have any further questions or concerns please do not hesitate to let us know. 

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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.

  Purchased a setting from James Allen on October 21st, 2024. The completed ring arrived November 21st 2024. The ring was only worn a handful of times within the next few months. February 26th 2025, the prong and part of he base fell clean off, with no trauma, causing an family diamond to nearly be lost. After reaching out to James Allen about returning and inspection, was continuously met with excusatory statements. After which I decided that I did not trust them to send a product back without a refund and decided to escalate the situation.
  
  I reached out to my credit card company who agreed that it was a case worthy of opening even after the deadline.
  
  James Allen contacted on April 6th 2025 to let me know they denied the chargeback but would offer me a special refund exception if I was willing to return the ring.
  
  I agreed and I verified that I was returning the ring under the promise of a refund, and had no interest in a repair. I verified each step along the way.
  
  I contacted Lauren again to verify the ring was received and she confirmed it was on April 16th 2025 and that it was pending inspection/refund.
  
  On April 21st I reached back out and was told "We did process a refund of the ring once it was received and inspected and the refund was processed on 4/17 for $937.76" by Lauren.
  
  Was given a timeline of 3-5 business days once processed.
  
  On April 27th I had not received the funds. Lauren says that instead of a refund, they decided to approve the chargeback and I will have to discuss with my bank now.
  
  The chargeback was closed on April 21st in James Allen's favor. So this is an entirely false statement that they approved the chargeback. I have provided them with documentation showing they fought and won the chargeback from my bank. This means they have my funds and the ring that I purchased and returned under their promise of a refund.
  
  I have clear documentation showing that they have the ring, never refunded me, and won the chargeback.

  

  Business Response

  Date: 05/16/2025

  Thank you for reaching out to us in regards to your order. We have verified with our accounting team and credit card processor that at this time the chargeback is still in "open/pending" status and the funds are not being held by James Allen. Chargeback disputes can take up to three months to resolve and our team is closely monitoring the case to ensure that if the funds are received by us, they will be returned to you as we have accepted the return for refund request outside of your order's 30 day return window. We appreciate your patience and expect to have resolution regarding the chargeback within the coming weeks. If you have any further questions or concerns please continue working directly with our team. 

  Customer Answer

  Date: 05/19/2025

  Yes, I am NOT satisfied with their response.

  I have proof that the chargeback is closed in their favor directly from my bank. My bank has confirmed this and provided documentation.

  The fact that they offered a refund exception does not mean anything if it was under false pretenses and if they never even initiated one after receiving the product. I am extremely unhappy with those company as they hold my product and the funds and continue to stall. 

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service 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.

  In 2022, I bought an engagement ring from the company James Allen while I was living in the UK, paying all the relevant taxes when the ring arrived in the UK. Earlier this year, my wife noticed that the ring had lost a tiny stone so on the 8th February 2025 I contacted the company as they offer lifetime warranty repairs. They replied the same day saying that they could set up a collection of the ring so they could repair it and that they would just need the original order number and correct billing and shipping address for the repair. On the 11th February 2025 I emailed them with this information so they could proceed, including my new address in ******On the 19th March I received an email in order to pay $23 to cover the international shipping. In this email it was clearly stated that the repair was a "WARRANTY REPAIR" and that it was a "TEMPORARY EXPORTATION OUT OF *****". I paid the $23 and James Allen sent me the shipping documents in order to send them the ring through FedEx.James Allen sent me a few emails after this when they received the ring, when it was being repaired and when they sent it back to ******On the 8th April is when the real issue comes as I received an email from ****** Customs" in ***** requesting to pay ****** in taxes. I explained customs that this must have been an error as all the relevant taxes were already paid when the ring was purchased back in 2022. Customs replied saying that James Allen made an error as they arranged a "Permanent Exportation out of *****" rather than a "Temporary Exportation out of *****" so they had to managed the importation as a "New product purchase" and hence having to pay the relevant taxes. Customs contacted James Allen to ask if they would cover this cost as they had done a mistake but they received no reply. I also contacted the company twice and received no response, which was really upsetting as not only they had done a mistake but they also decided to completely ignore both customs and myself.

  

  Business Response

  Date: 05/14/2025

  Thank you for reaching out in regards to your ring's repair services. Our shipping team has confirmed that the commercial invoice for your return shipment was prepared correctly and your ring was listed as a "temporary export" for repair services. Since your engagement ring originally shipped to the ** and original duty/taxes were paid to UK customs, the customs fees required by Spain appear to be their normal entry fee. Since James Allen does not collect customs fees, we always encourage international customers to check with their local customs office to know what to expect before returning items for repair or resize. If you have any further questions or concerns regarding your order please do not hesitate to contact our customer service team. 

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  I am rejecting this response because it is not true that the company James Allen arranged a temporary exportation through *****. ***** at customs in ***** has confirmed to me that the original form filled for the exportation was one of Definitive Exportation, not a Temporary Exportation for repair services. The Spanish customs informed me that in order to arrange a Temporary Exportation the form needs to be filled with certain codes and this was not done accordingly, it was filled with the codes of Definitive Exportation. In addition, the Spanish customs have informed me that in order to arrange a Temporary Exportation a guarantee needs to be arranged to justify that the item is going to come back to ***** and this was not done either.

  Furthermore, between the 9th and 21st April ***** made several attempts to contact James Allen explaining their error and asking to cover the tax and duties fees because of this. ***** at customs informed me that they did not receive any reply whatsoever so they asked me to contact James Allen myself. On the 22nd April and 24th April I emailed to ****************************************************** explaining their error and if they could please help with the matter, however, I did not receive any respond either so in the end I had to pay the taxes myself as otherwise ***** at customs would send the packet back to the **. I would like to point out that this is the email I have always used to communicate with James Allen. In fact, I recently received an email from this email address after raising this complaint through the BBB, however, I never received a response to the emails pointed out above; and neither ***** received any response when contacting them.

  The Spanish customs has confirmed that the amount I had to pay (******) was due to treating the importation as a New Product importation as the original exportation was done as definitive. Because of this they had to apply the duty and taxes applicable to the cost of the product when it was purchased back in 2022 and when all the duty and taxes were already paid to the UK customs. If the right exportation had been done (Temporary Exportation for repair services) I would have had to pay only ***** for the administrative charge so it is not true the statement from James Allen saying the customs fees required by Spain appear to be their normal entry fee.

  I am not happy with the response because it is not true and the right thing to do from James Allen is to accept their error and cover the cost of ****** minus the administrative charge of *****, which equals: ******. Attached is the relevant document.

  I feel extremely let down as a customer.

  Sincerely,
  
  *** ********* *******

  

  Business Response

  Date: 05/23/2025

  Thank you for the additional information regarding your order. We sincerely apologize if your request for assistance was missed with our customer service team. We have reviewed our email records and it appears that your recent email correspondence was not received by our system. Our shipping team has reached out to ***** in regards to the paperwork for the shipment and they will be providing you with a copy of that documentation. Each country is different in what they may require upon reentry or first time entry for repair and resize services of personal belongings. When the ***** AWB was provided to you to send us your ring for services, we included the recommendation to confirm with your local customs office what they may require as James Allen does not collect customs fees. As your ring originally shipped to the **, these recent fees appear to be Spain's customs requirements. While we must declare the correct value for packages shipping internationally, the services on your ring were provided to you as a complimentary courtesy and the only fee paid to James Allen was $30 USD for return shipping and insurance.

  Customer Answer

  Date: 05/25/2025

  James Allen has contacted me directly by email on the 23rd May suggesting to contact ********************* in ***** requesting a revision of the taxes, which I did. I have replied James Allen on the 25th May as follows: 

  I have contacted ****** ************** and they have been very clear with this issue. They have stated the following:
  
  - The Spanish Customs perfectly allow temporary shipments that is no problem at all. Nothing has to do with the original order being shipped to the ** and not ****** 
  
  - In order for a temporary exportation to be set up properly it is not a matter of just noting on the reference or description of the goods that is a temporary exportation or warranty repair, the right process needs to be followed and this was not done.
  
  - The right process to follow is to first fill in the legal form of exportation properly, noting the correct code of Temporary Exportation on the form and this was not done. ********************* in ***** have provided me with the form that was supplied for the exportation filled in by yourselves, which shows in the box number 37 RGIMEN the code number ***** and they have confirmed that this code stands for Definitive Exportation. For a Temporary Exportation the correct code to be marked is *****. I attach the form to this email.
  
  - If the right code for Temporary Exportation (*****) would have been marked on the form customs would have then asked for a monetary guarantee to be arranged to justify that the item would indeed return and once returned they would give it back. Because the form was filled marking the code for Permanent Exportation (*****) none of this process was done and when the item came back it had to be treated as a new product, having to pay the relevant duties and taxies.
  
  I understand that paying the amount Im requesting impacts your business but I hope you see things from my point of view and understand that an error was made from your behalf, which has greatly impacted me as a customer both financially and emotionally. It has been very stressful to constantly follow this process with FedExs customs, especially when I contacted you twice and I received no reply, leaving me completely isolated and feeling totally neglected as a customer.
  
  Many thanks 
  ***

  Customer Answer

  Date: 05/28/2025

  
  Complaint: ********
  
  I am rejecting this response because as I have already stated the company James Allen made a mistake when filling in the customs form, stating that the exportation was a Definitive Exportation instead of a Temporary Exportation, causing me a great financial impact. In addition, I was left isolated as a customer when I contacted them twice. I have already explained the issue in detail and provided all the relevant information, supported by ********************* in *****. Judging from their responses, James Allen is not willing to accept their error neither address all the points of my complaint.

  
  The repair service of the ring was not a complimentary courtesy but a lifetime warranty as James Allen market it in their website. I was informed that the cost of the repair would be free due to this warranty and that I would only have to pay for the delivery.

  
  I am now seeking for advice in regards to escalate the complaint further and I will provide a detailed online review expressing my negative feedback with this company.
  
  Sincerely,
  
  *** ********* *******

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service 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.

  My wedding and engagment rings were sent to James Allen at the end of January for warranty services via ***** for $30. I received email confirmation of passing inspection and moving to the next phase on 2/23/2025. They have not returned my rings as of 4/22/2025. I called over a dozen times because the return delivery date kept getting delayed. I was told it went to the gemologist in CA and upon return to James Allen in ** it failed the inspection needed to be returned to me. On two more occasions it was sent to ** and failed two more times upon inspection. On 4/17/2025, a representative told me that I would now have to pay for the rings to be remade. I had them remade December 2023 because they alleged too much time between services and I needed to make sure I sent them back annually to avoid this in the future. On 4/17/2025, I told James Allen I wanted the rings serviced and returned to me. They told me they would reach out with the cost to remake the rings because any more attempts to repair the rings would make them visually unfavorable. I would like my rings back in flawless condition without having to pay anything. It is not my fault that they cannot polish and tighten diamonds on a ring they made. They also will not allow me to have the ring serviced at any jeweler unless it will void the warranty.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out regarding your service order and we apologize for your experience. We see you have been connected with management and we will continue to work with you on your order as new updates become available. 

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service 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 submitted a return request to have my diamond be set on the same exact setting, one size smaller and paid the difference in price. This ring was shipped on Feb 19th. I was told that the estimated ship date back would be March 12th. This date passed and was updated to March 21st, still in productions. I contacted JA on the 21st and was told by the ‘chat bot’ that it was a supplies issue. I called to follow-up and was told it wasn’t a supplies issue and would be shipped by that evening. The next day I was told it would now be completed by the 28th. Again, that date passed and when I contacted JA again, was told the new date is March 31st and it was almost complete. Today, the 31st of March, I contacted JA again and was told it should be completed and shipped tonight-and then received a follow up that it would not be complete until April 7th, citing quality assurance issues. The lack of transparency, varying excuses, and constantly changing deliverable dates is unacceptable. The support staff made it seem that they aren’t in contact with the jeweler, which I suspect they are outsourcing this. I am unhappy with the service and support- I would like my ring back as is so I can take it somewhere else to be fixed.

  

  Business Response

  Date: 04/01/2025

  We appreciate you reaching out and sincerely apologize for the delay in completing your new ring. The first setting did not pass our quality assurance standards and our team felt it was best to re-cast the ring as we care that it looks wonderful for you and your new fiancée. We see that you have spoken to management about your order and our team will continue to monitor your order to ensure it ships as soon as it is ready. If you have any further questions or concerns please continue to work with our management team. We look forward to shipping your remade ring very soon. 

• Initial Complaint

  Date:02/07/2025

  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.

  On December 2, 2023, I purchased an engagement ring from James Allen for $2,881.88. It was delivered on December 20, 2023, and stored safely until I proposed on March 23, 2024. I insured the ring through ******** ******, a company James Allen works closely with.
  
  The setting first broke on June 30, 2024, during routine wear. A ******** ******-approved jeweler repaired it, but it broke again on October 31, 2024, while my fiancée was simply driving. The ring was never subjected to excessive wear or conditions that could justify these failures.
  
  Researching reviews, I found 3 out of 5 buyers reported similar breakages, some in days. These reviews appeared after my purchase, highlighting a clear design flaw.
  
  Losing trust in James Allen’s products, we requested a full refund, which was denied due to the 30-day policy. Instead, we were offered a remake or exchange. Hoping for a better outcome, we chose a sturdier setting, paying $160.75, with ******** ****** covering the rest.
  
  The new ring arrived on January 24, 2025. By the next morning, a marquise diamond had already fallen out. We again requested a full refund, which was denied, though James Allen offered to refund the new setting and return the diamond loose.
  
  This experience has been financially and emotionally draining. An engagement ring symbolizes love and commitment, yet we’ve endured repeated failures and frustration. The pattern of defects suggests serious quality issues. I formally request a full refund in exchange for the defective ring and loose diamond—anything less is unacceptable given the persistent failures and unfair burden placed on us as consumers.

  

  Business Response

  Date: 02/07/2025

  Thank you for taking the time to share your feedback and we sincerely apologize this has been your experience. Missing side stones within such a short time of wearing a brand new ring is a rare occurrence. We care that you and your partner have an engagement ring style you love and that she can enjoy for years to come. At this time you have partnered with management and a resolution was reached. If you have any further questions or concerns about your order please continue working with our management team, we would be happy to assist you.

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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.

  -12/22/24- Purchased an engagement ring/diamond valued at over $6000.
  
  -1/17/25- The ring was delivered.
  
  As soon as I opened the box the ring was in, I immediately noticed the head was bent. Upon closer inspection not only was the head bent, it was also slightly twisted.
  
  I immediately contacted their online customer service. After sharing pictures with the customer service agent, who could neither confirm or deny if the head was bent, I was instructed I would have to mail it in for an inspection.
  
  -1/21/25- I brought the ring to a local jeweler to inspect it. Confirmed it was indeed bent and twisted. I asked him if he were to repair it, how long it would take. He said no longer than a day.
  
  -1/22/25- I called to initiate the inspection/repair. I asked about expediting the service and was told they couldn't speak on that until the ring arrived. I was additionally told that as soon as the ring arrived a member of the management team would contact me to discuss options and having it expedited.
  
  -1/27/25- The ring arrived. No phone call
  
  -1/28/25 - I once again reached out to get an update. No further information and I requested a call from a member of management.
  
  6 Hours later I received a phone call. She informed me the ring still hasn't been inspected, and that the inspection should be done no later than Friday. She told me she would call me with a follow up as soon as she had more information what could be offered in terms of expediting.
  
  -1/31/25- I received an email that my ring is now being repaired. No phone call.
  
  My estimated "Final Inspection" date is 2/19/25.
  
  26 Days to have a brand new ring "repaired"
  
  25 Days to have a ring made.
  
  The entire experience has been frustrating and disappointing. I can understand a standard repair job on well loved item taking time. But this isn't the case. They made a mistake and sent me a damaged ring. It feels like a punishment I have to wait LONGER for the mistake to be rectified than if I made a new purchase.

  

  Business Response

  Date: 02/05/2025

  Thank you ******* for choosing James Allen for your engagement ring! We sincerely apologize that the ring arrived to you in less than perfect condition and we care that the adjustments are made correctly and quickly. Our team is working to expedite the improvements to your ring as much as possible and management will update you with more information by the end of the day. We appreciate your patience and are excited for you to receive your ring once more, very soon! 

  Customer Answer

  Date: 02/05/2025

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

• Initial Complaint

  Date:12/19/2024

  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.

  11/25/2021 - I purchased the Platinum East-West Marquise Diamond Wedding Ring.
  4/30/2022 - I got married & began wearing the ring.
  6/30/2022 - The center diamond fell out of the ring.
  7/2022 - I mailed the ring back to James Allen ("JA") to have the diamond replaced. In the service order for the repair, JA instructs its team to "Check All Settings." JA replaced the diamond, checked all settings & sent the ring back to me.
  3/7/2024 - A different side diamond fell out of the ring.
  11/18/2024 - The center diamond (the one that fell out on 6/30/2022) fell out again.
  
  I contacted James Allen after the 3rd diamond fell out & requested a partial refund or store credit. I do not want the ring fixed because it has been proven that even if they repair the ring & check the settings (which they already did in July 2022), stones will continue to fall out. JA made me send the ring back to them to be inspected in Nov 2024. On 12/17/2024 JA emailed me to say that they recommend remaking the ring at a cost of $1,930 (see attached emails), which is almost as much as I originally paid for the ring. They will not let me return it for even partial store credit.
  
  In sum, I have been wearing the ring for less than 3 years & 3 diamonds have fallen out. This is clearly a design or manufacturing defect, as evidenced by the fact that JA says that the entire ring must now be remade. JA will not acknowledge that this ring is poorly made or designed & will not let me return the ring for even partial store credit. In fact, JA suggested that I have the prongs on this ring checked twice every year and that I remove the ring when knitting, running my hands through my hair, washing my hands, etc. If these are the requirements for owning this ring, then there are virtually no circumstances in which one can ever wear it. They should not be selling a product that can never be used for its advertised & intended purpose. I do not want this ring repaired or remade.

  

  Business Response

  Date: 12/19/2024

  We appreciate you reaching out about your wedding band and are sorry to hear of your experience. Missing melee diamonds while not common, are possible depending on daily wear and tear. At this time you are working closely with our team towards a positive resolution and we look forward to updating you further in regards to your partial credit request.