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:08/22/2023

  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.

  I have been shopping for an engagement ring for my wife as we celebrate a milestone in our marriage for a few months now. I come from a small city where the only viable options for these types of rings are from “mall jewelry shops” which as you may know, if you’ve ever gone to one of these “mall diamond ring shops” you’ll know that it’s all overpriced garbage. So I did my research and found that James Allen is a good reputable, online diamond store, that sells premium cut diamonds, so I began my search for the proper diamond for my wife’s ring ( radiant cut, elongated ~1.5ct), not having much experience with a diamond of this calibre, I decided to call James Allen and speak to a representative to get some advice on which diamond would be best for my wife’s ring setting, they advised me to first choose a diamond rather than selecting an entire diamond and setting immediately so that in case I change my mind or do not like it, I can easily return it for a refund or exchange within 30 days, sounds good to me I thought, so I went ahead with that and had it shipped to a FedEx facility for pickup. The day comes for me to go pick up my diamond and lo and behold, the diamond is missing. I called James Allen (recorded the phone call) where Lorraine assured me that this is a rare situation but that my package was insured and it would be taken care of, I was somewhat “hysterical” but I kept my composure because I wanted a solution asap. She told me it would take 3-5 days for a solution and that she would expedite it because it was time sensitive for me. I also spoke to the local police and provided a police/crime report to James Allen. It is almost 3 weeks later now and still no solution, still no update, I call and they do not even have the decency to reach back out. I have spoken to my lawyer and to my credit card company and for now have been advised to “sit tight” until I hear word back from James Allen before the next step. I am disappointed and my patience has run out.

  

  Business Response

  Date: 08/22/2023

  We sincerely apologize for your experience with the shipment of your order, and for the additional time frame required to complete the proper investigations. Since our team verified that the diamond was included in the package at the time of shipment, FedEx and our team are taking your claim seriously that the diamond was not inside of the package upon arrival by completing a thorough investigation. While some updates from FedEx may be available within 3-5 days, the average turnaround for a missing package/item investigation is 1-2 weeks. The James Allen team is working through internal procedures with FedEx as the investigation is ongoing regarding a missing $11,030 value item. We again apologize that the investigation is taking longer than originally expected and will share any and all updates once available. 

  Customer Answer

  Date: 08/23/2023

  
  
  Better Business Bureau:

   

  James Allen has refunded me for my missing diamond. It was a lengthy process but I am satisfied with the solution.
  
  
  
  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:08/14/2023

  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 January 2, 2022, I purchased an engagement ring with a 14k Yellow Gold Escalade Band with a total of .54 carat side diamonds and a 1.14 Carat Emerald Cut Center stone. I received the ring on or about January 18, 2023. Less than one month later the third diamond on the band from the Center Stone fell out. I placed a repair order on February 16, 2022, it was determined by the James Allen service team that this was a manufacturing defect and I was not charged. On May 1, 2023 the same stone fell out, along with another stone in the Hidden Halo. Again, on May 1, 2023 I placed a repair order, and once again it was determined by the James Allen service team that this was a manufacturing defect and I was not charged. Finally, on August 2, 2023 the exact same diamond on the band of the ring fell out. I emailed customer service manager, Lorraine, who I had previously corresponded with. I requested that the full amount of $3811.32 be refunded directly to me via check and that the remaining balance of my James Allen card be revoked due to the product being faulty. They declined this and instead lied about the refund process with the card and only offered the equivalent of a credit that can only be used on their website.

  

  Business Response

  Date: 08/15/2023

  Thank you for reaching out and we are sorry to hear of this experience. Since this ring shipped in January 2022, it has been serviced by James Allen twice for missing side stones. Each time the service was free of charge to the customer aside from one inbound shipping fee of $30. When a third missing side stone occurred in August 2023, the customer refused services on the ring and requested for James Allen to honor a return on the purchase from January 2022. While we do not typically honor returns outside of 30 days from original shipment, it was approved to honor a full return on this center stone, the setting, and the inbound $30 shipping fee paid under the second service order. It has been explained to the customer that we can only refund the original payment methods and original transaction totals of $3,467.19.

  

  Business Response

  Date: 08/23/2023

  Please be advised that we have shared the customers complaints and requests with our legal department. We are waiting to hear back from them. 

• Initial Complaint

  Date:07/31/2023

  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.

  I purchased a ring from JamesAllen.com on July 25, 2023. After a long search I found a platinum wedding band that was 7.5mm wide and encircled in diamonds it had a hefty price tag of $3,330.00; luckily a 30% promo code brought the price down to $2,500 after tax. The ring was finally delivered on July 31, 2023; however, the product I received was not the ring that was sold to me. James Allen's product page was very clear this ring was encircled in diamonds, but the ring I received only had diamonds traveling halfway around.
  I reached out to customer service to clear up this mess. I was told it was my mistake that if the diamonds continued around the whole ring, they would have titled the product an "eternity ring". I advised the representative that the product description states, "…centered channel set diamonds that ENCIRCLE this satin finished beauty." The representative stated, "It also says, centered channel set diamonds..." And begin to argue that "centered" meant halfway around, completely ignoring the word "encircled", as opposed to the position of the channel top to bottom.
  Additionally, James Allen provided multiple stock images of the ring of which all show a ring encircled in diamonds. Ultimately there is not a single inkling that this product would have a semicircle of diamonds.
  Customer service escalated the issue to management. The manager was quick to blame me stating the description notes that there are 20 diamonds and that 20 diamonds would not be enough to encircle the ring. I explained to the manager that this is their profession and while that maybe an obvious red flag for them the average customer is not dealing in jewelry daily, so it is unreasonable of her and completely ignores all the other details. I added the fact that the additional customer reviews on the product make no mention to a ring with diamonds that semicircle it. In fact, customer review photographs were uploaded and again they were showing a ring encircled in diamonds.

  

  Business Response

  Date: 07/31/2023

  Thank you for reaching out and we sincerely apologize for any confusion surrounding your ring's details. This style features 20 diamonds, as listed in the product details, that will span at least halfway across the ring for most ring sizes. The description of the ring is not meant to be misleading since this is not a true "eternity" style. You are well within your 30 day return window and eligible to take advantage of a full refund if this ring design is not to your liking. If you do wish to take advantage of your return window, you will be refunded in full once the ring has been received and inspected in our office. The return shipping and insurance will be covered by James Allen, and we are unable to refund more than the original transaction total in the event of a return. We see that you have been in touch with members of management and we look forward to assisting you further with your order. 

  Customer Answer

  Date: 08/04/2023

  James Allen made an admission of guilt through their actions of updating their website. Now their site no longer provides the same description.

• Initial Complaint

  Date:07/25/2023

  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.

  After purchasing a ring and we find the size is a little bigger than her finger so we want to resize the ring from 5.5 to 5.25.
  After waiting for 1 month and they sand the ring back. I surprisely find the ring is still 5.5, no change at all. I measure the ring diameter is 16.1mm and used a sizer to check it is really 5.5. I have all the image. But after i told them and send it back for further repair. They said it is really 5.25 and show me it in a sizer.
  I doubt the accuracy of their tools. They refuse to measure the diameter and want to charge 80$ for second resize.
  I used two tools to measure the ring. Their customer service say ring sizes and mandrels used to measure rings are not standardized. But it is actually a international standard you can look up everywhere. If you are not using international standard they you should tell me first.
  I ordered 5.5 size, and get 5.5 size.
  I asked them to resize to 5.25 size, and get 5.5 size again
  I told them to double check if it is 5.25 and if not resize to 5.0. They say it is really 5.25. I don't know if i should keep going to 5.0 since they have a bad standard.
  Now I really don't care about what standard you are using. I want the diameter to be same as what I want it to be. This is engagement diamond ring. Not a toy!

  

  Business Response

  Date: 07/25/2023

  Thank you for taking the time to share your feedback. We apologize for any discrepancy with your ring sizing and want to assist you with the perfect fit. It is possible for sizing mandrels to vary about one quarter size between jewelers, and a quarter size is the smallest increment we use. Additionally, our resizes are completed by hand and then the ring is hand finished during polishing. We are happy to assist you with a second resize and see that you are already working directly with the manager that oversees our service orders. We look forward to assisting you with the second resize and are happy to assist you with any additional questions or concerns. 

  

  Business Response

  Date: 07/26/2023

  Thank you for your response. We see that several members of management have reached out confirming that on our mandrels your ring measures 5.25. This is the tool we use for ring sizing, not measuring tape, and the smallest resize increment down would be to a 5 on our mandrel. The management team looks forward to your response and to assisting you further. 

  Customer Answer

  Date: 07/26/2023

  
  
  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.

  Here is the thing. I know your mechanics don't want to accept their fault and I don't want to argue this forever. I told the people to go ahead with 5.0. But I need your mechanic to read ************************ and adjust your tools. And don't make same mistake anymore The 5.0 ring size is 15.7mm in diameter as international standard everywhere. If it comes back with 15.9mm or far from the standard I'd be really disappointed. Also, please use some express route for my order because i am really urgent on this.

  
  
  
  Sincerely,
  
  
  
  ******* **

• Initial Complaint

  Date:07/05/2023

  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.

  I ordered two pairs of earrings but only one arrived. I’m missing the 14K White Gold Akoya Cultured Pearl Leverback Earrings
  SKU: *********. and I would like a refund for it. I’m also returning the yellow gold earrings because they are to small.

  

  Business Response

  Date: 07/05/2023

  Thank you for reaching out and we apologize for your experience. Our fulfilment team has reviewed the cameras from when your order was packaged and it was determined that both pairs of earrings were included in the shipment to you. Since you are claiming one of the earring boxes was missing inside of your package, we are now moving forward with a FedEx investigation. Depending on the results of the FedEx investigation our next step would be to file a claim with insurance. We appreciate your patience while we follow the necessary procedures for the missing earrings. If you have any additional questions or concerns please feel free to continue to work directly with our management team. 

  Customer Answer

  Date: 07/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have offered to help the business with the investigation of the missing item. I’m using my own resources to do my own investigation since it was claimed the items were placed inside the package but when I opened it I only found one. I have asked for video surveillance images and they have provided me with that information so I can start my own investigation. No refund has been provided since the investigation is still pending but I thank them for providing me with all the information I need for my own private investigation. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/16/2023

  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.

  I purchased a ******** engagement ring from James Allen just under 4 years ago and she's been wearing it for about three and a half. We recently discovered the solder joint between the ring and the setting had broken so the ring could be pulled apart like a binder ring, rendering it unwearable. I sent the ring in assuming James Allen would honor their lifetime warranty and fix the ring. I was stunned when their response was the ring must have been in an accident and I would be charged to have the entire ring remanufactured. I know the ring wasn't in an accident but, of course, there's no way to prove it. I showed the picture of the break to a local jeweler who said most likely the solder work was rushed so the solder didn't fully penetrate the surfaces being soldered together. But after multiple attempts to get customer service to acknowledge the ring could have been defective they still insist it was fine and we just somehow mishandled it. If James Allen insists this is now their quality standard, we obviously can't go with the replacement offer. We loved the design of this ring, not to mention the sentimental attachment. So needless to say we are now completely crushed and have to decide whether to pay a local jeweler to repair the ring and hope the rest of the ring was better manufactured or scrap the ring entirely and pick something different.

  

  Business Response

  Date: 06/21/2023

  Thank you for taking the time to share your feedback and we
  are sorry this has been your experience. Your ******** engagement ring was evaluated
  by several team members from James Allen and ********, and it was determined
  that the ring’s condition was not due to manufacturing defect. The ring was
  broken/worn in several locations and to properly address all concerns, ********
  determined that a remake was necessary.
  
  Special reduced pricing was provided to lessen the remake
  costs as much as possible. Should your insurance be utilized for the remake
  service, a special insurance rate would have been provided as well. Since this
  ring has been worn for several years and was sent back in a damaged state, a
  return for refund could not be approved. However, James Allen offered to explore
  any possible credit of this setting style towards a new design.
  
  Ultimately your ring was returned to you with no work done
  at your request. We are happy to revisit any of the previous offers at any time
  should you decide to return to us. Please feel free to reach back out to
  management with any additional questions or concerns. 

  Customer Answer

  Date: 06/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You merely summarized what you had already done, a totally inadequate response that only seeks to further benefit your company in the short term.  I am very disappointed you expect me to lie to my insurance company and tell them the ring was in an accident when I know it was not.  As I stated before, the ring was worn under normal circumstances and experienced nothing more than normal wear and tear.  I have no interest in committing fraud on your behalf nor are we willing to continue to wear this ring if this level of quality is acceptable to you.  The response I expected to get three months ago when we first sent this in was something like "Although extremely rare, it is possible a minor defect slipped through our thorough quality control process.  We stand by our lifetime warranty and will ensure the repaired/remanufactured ring will be free from defects."  Instead you have chosen to try to make a quick profit off my insurance company.  Finally, why do you even claim to have a lifetime warranty?  Your representative stated any defects will manifest themselves in just a few weeks.  Basically stating that any further issues with your product could only be due to an accident, nullifying your warranty.  That's a very convenient, albeit short-sighted, means to avoid all warranty claims.

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

• Initial Complaint

  Date:05/17/2023

  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.

  My fiancé purchased my ring for me JUST over a year ago, a year and three months I’ve had my ring and my ring has not been in my possession these last 3 months due to poor quality and repairs by both James Allen’s Partner “*****” and even more disappointing service by the ring manufacturer themselves. My ring lost a diamond just at a year which left me upset but understanding that can may be happen (although it shouldn’t happen on a year old diamond ring). I took it in to ***** thinking they’re a reputable jeweler and partner of whom my fiancé purchased my ring from so they can fix it right? WRONG. They damaged my ring so badly it couldn’t be repaired by James Allen and they weren’t authorized to do so. I finally send my ring back to the company in hopes everything will be done correctly and I’ll have no more issues, wrong again. My ring was inspected, serviced and replaced taking a total of 7-8 weeks. We were finally told the ring was damaged so bad they’d be replacing my ring at $154 (covered by insurance) and setting my diamond stone on the new band. I had to not only pick my order up from Fed-Ex because the shipping is so unorganized and I receive my “brand new” ring after almost 8 weeks, open the box and don’t even put my ring on before I realize A DIAMOND IS MISSING. Customer service repeats themselves and doesn’t listen to what you are saying or expressing to them, they’re only solution is to tell you they understand and I must send my ring back for 2-3 weeks to be inspected again, although Tilly the ring inspector had a week to inspect my brand new ring before sending it out and it still arrived with a missing diamond on A NEW RING. Poor quality, customer service and absolutely heart wrenching and frustrating to no end to deal with this right before I get married. Don’t buy from them unless you want endless headaches and not promising expectations of what your expensive engagement ring should be.

  

  Business Response

  Date: 05/17/2023

  We appreciate you taking the time to share your feedback and sincerely apologize for your experience. We pride ourselves on having the highest quality jewelry and customer service, and apologize that we fell short with your remade engagement ring service. Our team will be expediting the perfections to your new ring as much as possible. We care that your ring is back on your hand quickly! A member of management has been in contact with you and will continue to coordinate expedited services on your ring. Should you have any additional questions or concerns our team is happy to help. 

• Initial Complaint

  Date:05/15/2023

  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 am now on my fourth engagement ring order with James Allen. I first ordered on 4/17/2023 and was told the Emerald I had selected did not meet quality guidelines when they received it. I was told to pick another Emerald, which I did, and sure enough, again that stone did not meet quality. Once again, I was told to pick another Emerald. This third order did pass inspection and went into production and stayed there for a week - indicating it would ship same-day each day that week, but no movement. After a week of delays, when I called today, I was told this "slipped through the cracks" and this third order was damaged during production. The fact that I had to be the one to call and learn this information is very upsetting. I had no emails/phone calls/voicemails. Yet again, I am now on my fourth order and praying this stone will meet quality and assuming it does, not be damaged during production. I regret ever using this company. We already have a vacation booked for mid-June where I plan to propose and I fear I will not get this ring by that time. I told this to the customer service agent and requested them to add this to my order notes and expedite in any way possible, only to be told "I wouldn't worry about it". How could I not be worried when this is my FOURTH time around?

  

  Business Response

  Date: 05/15/2023

  Thank you for choosing James Allen and for your continued patronage give your order experience. We sincerely apologize for the multiple gemstone selections needed so far, this is not typical and we are sorry it has been your experience. Your latest order is in production and the emerald gemstone has passed its gemologist inspection. We are aiming to have your ring ready for the final quality assurance inspection next week and greatly appreciate your patience. A member of management has been in touch to review this update with you, and we will continue to monitor your order as we progress through next week. Should you have any additional questions or concerns in the meantime please do not hesitate to let us know. 

• Initial Complaint

  Date:04/24/2023

  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.

  My fiancé purchased an engagement right from James Allen. We got engaged in October 2022. In December of that same year, the lab created diamond (pear shaped, 1.03 carat grade F clarity SI 1) shattered. We immediately got in contact with James Allen. James Allen insisted it was our fault, that diamonds do break and shatter. They took no responsibility for the faulty diamond. My fiancé and I were left with no choice but to purchase a whole new diamond. James Allen gave us a lousy 350$ discount. My ring was replaced by January 2023 and we invested in insurance. In April of 2023, the new stone and setting that was purchased in January was damaged. The two left prongs completely broke off and I lost the stone. Prongs do not break off the ring completely. My fiancé and I have now gone through two stones in the past 6 months from James Allen. I am asking for a full refund for the stone that was replaced in January.

  

  Business Response

  Date: 04/25/2023

  Thank you for reaching out and we are sorry this has been your experience with your jewelry. It is true that diamonds and settings do not spontaneously break on their own. The damage so far encountered has been the result of some type of impact or trauma to the diamond/setting. When you contacted James Allen in December 2022 regarding your chipped diamond, we assisted with the best discount possible since your ring was not insured at the time. We were contacted on April 22nd, informing us that your center stone was missing from your ring and two prongs were also broken off. This is a case in which your insurance would assist with the replacement of the center stone and repairs of the setting. At this time you have spoken with several members of management and have requested to be further escalated to the highest person possible. 

  Customer Answer

  Date: 04/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My ring has not been in contact with trauma. It has been worn for every day use. Tammy from James Allen had the nerve to say maybe I wore a sweater where the prongs got suck in it and ripped out. Diamonds and prongs don’t spontaneously break. Engagement rings last the span of 50 years and my two rings from James Allen didn’t even lasted 6 months. This is the result of James Allen not creating a quality product. James Allen should be ashamed of themselves. I am rejecting this response. 

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

• Initial Complaint

  Date:04/04/2023

  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.

  On 03/30/2023 I was shopping online on the website jamesallen.com; who's parent company is ****** ********* While perusing their website a pop-up window appeared offering a 25% discount if you provided your email address. I provided my email address and I received discount code "********" (please refer to attached screenshot that I have uploaded to support my case). I proceeded to add a "14k White Gold 3.9 mm Paper Clip Chain Necklace" for $640.00 to my online shopping cart (please refer to attached screenshot of the price of the necklace listed on their website to support my case). When using the online checkout feature the platform did not honor the 25% discount coupon code. I opted to utilize the "chat" function on their website and I was connected to Dominique "Nique" B******. I explained the situation to her and she asked if I would email a screenshot of the coupon code to [email protected] and she would ask a manager if they would honor the discount. Shortly after, I received an invoice via email for the purchase price of $680.00 with a discount of $170.00. I explained to Dominique via chat that the original purchase price listed on their website was $640.00 not $680.00. She asked that I send another email to [email protected] with a screenshot of the purchase price of $640.00 for the necklace. I sent the screenshot and within a few minutes I receive an email reply stating, "My name is Nique and I am a Diamond and Jewelry Consultant with James Allen. It was a pleasure chatting with you. Unfortunately, we have to go by what is listed on the site. The 25% is the best we can do. Please let me know if you would like to move forward or cancel the order." Please refer to attachment of email received from Dominique "Nique" B****** to support my case.
  
  I feel that this very unprofessional of this company to not honor the original purchase price of the necklace when I provided them proof of the price listed on their website.

  

  Business Response

  Date: 04/19/2023

  Thank you for reaching out regarding your request. We see that a member of management assisted you back on Friday, March 31st and offered to honor the previous retail price showing for your selected jewelry item, in addition to your 25% off coupon code. However, it was our understanding that you wished not to proceed with the purchase. We are happy to assist you with any additional questions or concerns.