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

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

• 

  JamesAllen.com

  6 East 45th St New York, NY 10017

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:02/20/2024

  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 returend a ring and they approved the return Jan 26th. I was told "Accounting" had everything they needed to issue wire refund transfer. JA customer service managers repeatedly tell me that it is supposed to be issued Feb 14. It is now the 16th, and their managers continue to give me excuses why they wont issue the refund. The customer service managers keep reading the same "script" they have been given. The appear to "find" a needed clarification, prior to issuing my refund, but ive clarified it 3 times in writing with them. Every time i email them, a new person emails back. Ive emailed or spoken to 15 different people and they all keep giving me the run around. I need my refund now. Its 2 days after it was agreed to be issued.

  

  Business Response

  Date: 02/21/2024

  Thank you for taking the time to share your feedback. We apologize for the timeframe needed to process your refund. You have been working closely with several members of management and our accounting team has confirmed that the refund has been processed. We received confirmation from you that the funds are now showing on your side and you advised the James Allen team that this has been resolved. 

• Initial Complaint

  Date:01/29/2024

  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.

  On Nov 28, 2023, I reached out to the company requesting an upgrade of the ring I purchased from them in July 2021 for $1654.9.
  I was advised to select a new stone and send it to them for the same.
  The ring was delivered to them on 12/8/23 at 11:01 AM via FedEx tracking ************.
  I selected a new stone and they billed me an additional $1165.49 (For the new gemstone) + $272.47 (For remounting) on 12-28-2023.
  I advised them that I was visiting New York between the dates 1-15-2024 to 1-25-2024 so I would be happy to receive the item at the same location which they confirmed would be ideal.
  I was charged sales tax for New York on 1-9-2024 for $102.2.
  On 1-12-2024 I was advised that the stone I selected has been damaged by them and asked me to select a new stone which I did.
  As the new stone was lesser in value I was reimbursed $410.46.
  So a total of $2784.6 has been already paid for the ring, the new stone and mounting with the sales tax.
  I was well excited to receive the item so I could go through with my wedding in February 2024 which is the main reason why I sent them the ring well in advance.
  I was advised that the ring will be shipped and set for my pickup by 25th or morning of 26th the latest which was perfect for me.
  Again on 25th January 2024, I receive an email that the second stone was damaged as well and they asked me to wait a few more weeks with options to select a new stone or the original stone.
  I asked them to refund me for the whole ring as it has been damaged by them multiple times but refused.
  In any condition I was not getting my ring back for my event and at one point they just stopped responding to my emails even though I asked them to send it back as is before the 31st of January 2024.
  It has been 8 weeks now and nothing.
  Now I am out of the whole amount and I would like to be refunded for $2784.6 so I can get my new ring in time.
  Thank you.

  

  Business Response

  Date: 01/30/2024

  Thank you for reaching out and we apologize this has been your recent experience with James Allen. While we take every precaution when making our new jewelry, some gemstones such as emeralds are softer and may be damaged during the setting process. It is rare for this to happen and it is not something our team could have foreseen with your orders. Management has been in contact with you and a positive resolution has been reached. If you have any further questions please reach back out to customer service directly. 

• Initial Complaint

  Date:01/29/2024

  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 purchased a ring from James Allen on 1/1. The ring arrived on 1/12. It was the wrong size and there was a large piece of fuzz stuck between the gemstone and setting. I took the ring to Fedex on 1/13 to return to JA. I am STILL waiting for my refund. This has been a truly horrible experience. First they send me a defective ring, then I return it promptly, but I'm still waiting for the refund. JA owes me an apology and a refund, but I'll settle for the refund. JA has treated me horribly throughout this experience.

  

  Business Response

  Date: 01/29/2024

  Thank you for reaching out and we apologize this has been your experience. We received your returned shipment on January 22nd and are currently in the process of inspecting the ring for return. Refunds are generally processed within two weeks of receipt and we have reached out to the proper team requesting for your refund to be issued as quickly as possible. Once your order is approved for a return you will receive an email notification of the refund. Since a coupon code was applied to your order while we were in production, the remaining funds of $4510.32 are due to be returned to you. If you have any further questions or concerns our customer service team is happy to assist you. 

  Customer Answer

  Date: 01/30/2024

  
  
  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.  Buying from James Allen is not satisfactory to me, however.  You should have shown the class to apologize for sending me an incorrectly set ring of the wrong size.  In addition, you never even informed me when my return had been received.  JA has made my life difficult for several weeks, *and* I ended up without the ring.  Did it really take a BBB complaint for JA to act?  Apparently it did.

  Thank you very much to the BBB for handling this complaint.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/19/2024

  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.

  I sent my enagement ring to James Allen for a repair and resize under warranty. This shouldn't have been necessary in the first place but the ring came with the prongs misaligned and the band was also oddly shaped. It has been over 2 months since my ring was sent to them. I keep reaching out and the only response I get is that it is with the jeweler, it hasn't passed quality inspection, and it will ship soon. I've been hearing this since last month though so it seems like there's no progress. This has been extremely frustrating as I had to ship my ring in from Canada and it's being held in another country now for way too long. Next time I would much rather just go to a local jeweler than deal with this company. The ring is very meaningful to me and I'm not even sure if I'll get it back at this point.

  

  Business Response

  Date: 01/19/2024

  Thank you for taking the time to reach out with your feedback. We understand your frustration and apologize for the delay in completing your ring's services. Due to the adjustments being made to the setting and holiday office closures at the factory, our team is needing longer than expected to have your ring finished. We are very close to completion and are working on the final touches now, expecting for your ring to be ready for the last quality assurance inspection by Monday. Our team is continuing to monitor the status of your order and if any additional time is needed beyond Monday you will be notified immediately. Your order has been noted to ship back to you FedEx Priority International so you may receive the package as soon as possible. 

  

  Business Response

  Date: 01/25/2024

  Thank you for reaching back out regarding your service order. We apologize for any inconvenience with the recent shipment of your package. Our Shipping team was able to provide additional documentation and clarification to FedEx regarding the package. We see that the package shows as delivered on January 24th and we hope you love the ring! 

  Customer Answer

  Date: 01/26/2024

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

• Initial Complaint

  Date:01/17/2024

  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 my engagement ring band to James Allen for a review. They were to determine if a refund should be issued due to the thickness of the band being advertised incorrectly. James allen stated over the phone that the band was received on December 15, 2023. Per James Allen’s policies, they have 2-4 weeks to provide an update. We are past the 4 week mark, and still no update. I have called their service department several times, each time with no update on the refund. They have had the band I purchased in their possession for over a month. A resolution needs to be made.

  

  Business Response

  Date: 01/18/2024

  Thank you for reaching out and we appreciate your patience while your ring was inspected. We have determined that your engagement ring design is correct. The advertised narrowest width of the ring is 2.1mm and your ring measures 2.2mm in this area which falls within our quality assurance standards. Due to the sculpted detailing of the ring, the design tapers to 3mm near the center stone which matches the measurement of your setting. We have requested for our product team to include the maximum width in the description of this setting moving forward. All of our design your own engagement rings have a 30 day return window that begins once an order ships. Your order shipped on May 1st, 2023 and is currently outside of the return window. Our team has reached out to you to discuss your ring further and confirm if you would like us to perform any resizes or warranty services before it is shipped back to you. 

• Initial Complaint

  Date:12/12/2023

  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’ve purchased two rings from James Allen. All was good with the rings until they were damaged and needed repair.
  We unfortunately used James Allen to do the repair, thinking their lifetime warranty would cover the damages. Instead, they charged us hundreds of dollars for the repairs. We could have just bought a new ring for the price they charged.
  Now, we’ve had the 2 “repaired” rings in our possession for 2 weeks and they’ve already lost 3 stones. Their ridiculous prices for shotty work are completely unacceptable… especially when they advertise a lifetime warranty that they don’t actually honor.
  Now they want to have us send them the rings with repair “costs to be determined” to give them a chance to fix their bad craftsmanship.

  Customer Answer

  Date: 12/12/2023

  I want the poorly done repair work to be refunded ($786.52), and I want the rings to be repaired for free.

  

  Business Response

  Date: 12/13/2023

  Thank you for reaching out and we apologize this has been your recent experience with your remade bridal set. Your James Allen engagement setting and wedding band required remake services to address damage and this was processed as an insurance claim. We stand behind the quality of our products and unless further damage occurred to the rings since they shipped back to you on November 24th, you should not be experiencing missing pave diamonds so soon. A member of our service team and management have reached out to you to offer assistance in bringing your rings back in for inspection and servicing. We look forward to hearing from you soon! 

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased an engagement ring and it is over a week beyond the promised date. They do not resolve any issues and daily say the same thing. We are working on it. We are working on it. This forced me to change my plans and schedule regarding trip plans for the engagement. All this has done for me is create an absorbent amount of anxiety. I am a disabled veteran and all I want is what was promised to me. I didn’t ask for nothing but frustration and anxiety. It is physically affecting me.

  

  Business Response

  Date: 12/12/2023

  Thank you for choosing James Allen! We apologize for the unexpected delay in completing your new engagement ring. Due to our high holiday order volume the production team needed an extra three days to finish your ring. Your order was originally scheduled to ship on Wednesday December 6th and was completed and shipped Monday December 11th. The package is currently pending pickup at your local FedEx office today, Tuesday December 12th. We appreciate your patience and hope you find your ring absolutely beautiful. 

  Customer Answer

  Date: 12/13/2023

  
  
  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:11/28/2023

  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.

  Triple row pave diamond engagement ring with an 1.3 karat solitaire and matching wedding band were purchased from James Allen. Since 1/13/22 until today 11/24/23 I have sent my rings back 5 separate times because the pave diamonds continue to fall out.
  
  My rings have been out of my possession for a total of 197 of the last 680 days because of the need of repair. Customer service has been great with repairing the ring but refuses to acknowledge my request to have a permanent solution to a recurring issue. The engagement ring has also had to be repaired(6/6/23) at a cost of $416.33 because the entire setting broke at the exact point where it was repaired for a missing diamond.
  
  I have repeatedly contacted customer service after each incident and every time the rings have to be sent back for evaluation. The rings are rarely worn for fear of losing a diamond. So much so that I often get questioned of whether I’m still married! The ring was sent for repair most recently from 9/21/23 to 11/10/23. I began wearing the ring again on 11/16/23 because I had been out of town and 6 days later another diamond was missing from the ring. I emailed customer service and was told the ring should be returned for evaluation. This is the 2nd time the diamonds have fallen out immediately after being repaired at James Allen.
  
  My rings have been evaluated more than any ring of this price point should be. I want a permanent solution for this recurring issue. At best I would like a complete refund for the cost of both bands and the solitaire. At worst I would like a refund for the cost of bands and I will keep the solitaire diamond.

  

  Business Response

  Date: 11/28/2023

  Thank you for reaching out and we are sorry to hear you are unhappy with your bridal set. After several years of wear the jewelers advised a remake was needed to address the condition of the engagement setting. We understand that at this time the wedding band is missing a pave stone after recent services this year. We can certainly assist with servicing your rings, however at this time you have requested to explore potential credit of the engagement setting and wedding band towards a new bridal design. Given these rings were purchased in 2017 we will need to bring them back in for inspection to see what, if any, credit can be approved towards new designs. We see you are partnered with management to assist you with the process and a complimentary FedEx return label was provided to you. We look forward to working with you further! 

• Initial Complaint

  Date:11/15/2023

  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.

  My Fiancé purchased my engagement ring from James Allen and we're getting married this December. We searched for matching wedding bands or anything that would fit the style, but nothing fits the engagement ring so we contacted James Allen to have one custom made.
  I was told over and over that the process would take 5 weeks. So I mailed my engagement ring on October 17th so the wedding band can accurately match my engagement ring (per their request) and received an email stating it was received on October 22nd.
  According to my order status, the ring is in the quality assurance phase but only projected to be shipped in December 15th.
  I contacted the business and they requested a hard deadline, however, I received an email letting me know the accurate date of shipping is December 15th and it's actually still in production, not in the quality assurance phase that is showing in my order status.
  This is unacceptable as I am leaving the country December 2nd! 5 weeks from them receiving my ring is November 26th. I cannot leave without my engagement ting and wedding band! If they would have told me it wouldn't be done by the date I needed, I wouldn't have chosen them to make my wedding band! I paid $2,329.00 which is the full amount of the wedding band on October 10th!
  I need my wedding band and engagement ring sent to me no later than December 1st.
  order# **********

  

  Business Response

  Date: 11/16/2023

  Thank you for reaching out regarding your custom wedding band order. We apologize for any miscommunication regarding our completion dates for a matching wedding band service. Your custom wedding band order was moved into production on November 6th after the inbound inspection was completed for your engagement ring. We see you have partnered with our custom lead and your order was upgraded to high priority status on November 10th with an expedited completion window. Our team is working closely with the designer, Martin Flyer, to expedite the production of your custom wedding band in time for your wedding. We are currently on track to have your rings ready to ship by November 29th and if production is finished sooner, we will be sure to ship your rings immediately. We appreciate your continued interest in James Allen and look forward to shipping your complete bridal set to you very soon. 

  Customer Answer

  Date: 11/16/2023

  
  
  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.
  
  

  However, if I don't have my ring by then, I will be reporting back 

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

• Initial Complaint

  Date:09/25/2023

  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 March 30th I ordered the 14k yellow gold two row u pave engagement ring setting along with a 1.53 carat lab-created diamond. I received the ring on April 12th. I proposed to my girlfriend on 5/27/2023. To my surprise on 07/11/2023 one of the side stones on the setting fell out so we immediately had it sent back to James Allen that same day where they assured us that this was highly unusual, and they would resolve the issue quickly and at no charge. We did not receive the ring back until August 9th. On August 28th yet ANOTHER side stone fell out of the ring, so we once again immediately contacted James Allen and the representative we spoke to said that no ring should have any stones fall out in such a short period of time and they would have the ring inspected for any defects from the manufacturer and expedite the process because this happened twice in such a short period of time. They also suggested we pick a different setting because the pave setting we chose would likely result in more stones falling out. We called several times after we sent the ring to get an update on the inspection results but got no answers. We finally heard back from someone on September 22nd. Nealrly a month later the email (not even a phone call) basically said that we were outside of the 30 day return period and they would not offer full credit for an exchange but they would give us credit for the ring minus a 50% restocking fee, which would work out to $725. For a fourteen hundred dollar setting? Absolutely not. No explanation was even given as to why the stones fell out on 2 separate occasions. We have absolutely no faith in James Allen's manufacturing or quality controls and want a full refund so we can take our business elsewhere. Their lifetime warranty in part states "we stand behind everything that we sell and warrant that all items will be free from any manufacturing defects at the time of delivery."
  ?
  Best Regards,
  ****** ******

  

  Business Response

  Date: 09/25/2023

  Thank you for taking the time to share your feedback and we are sorry to hear this has been your experience with your setting design. Each engagement ring is made to order and cannot be reused for another customer. We are limited in what we can offer outside of our 30 day return window, however we understand your concerns regarding missing pave and how soon it occurred with your ring style. We are happy to work with you on your order and assist you with a new setting design, and we see that another member of management has followed up with you to provide further assistance.