Complaints
This profile includes complaints for JamesAllen.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/23/2022
Type: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.
Hello
I have contacted that this merchant About updating the email address in my account due to changing my email. I chatted with two different agents that didn't seem to know anything about how this could be done. These conversations went on for 20 minutes where they contradicted themselves several times. I would like my online account to be deleted & my personal information to be removed. I explained that my previous email ([email protected]) which is what i use to login had been compromised & i wanted change my email to make sure my account & personal information stayed secure.
Since this cannot be done, im requesting that my account be deleted so that no one can log into it.
Business Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/10/25) */
We apologize for the confusion. Our customer service team does not have access to customer information until after an order has placed and in your case no order was able to be located using the email address provided. Please take this as confirmation that your request has been fulfilled. All data pertaining to email **********@yahoo.com has been removed from our data base. If you would like to create a new log-in with another email address, you can do so. Please don't hesitate to contact us should you have any questions.
Best regards.
Consumer Response /* (2000, 7, 2022/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:10/06/2022
Type: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 is running a $10K ring promotion.
The Entry dates are from Oct. 7 - Oct. 17 of the year 2022.
The date of selection for winner is September 25th, 2022.
It's either an incorrect type of they are not going to pay out on the promotion due to the date has already passed for selection.Business Response
Date: 10/18/2022
Business Response /* (1000, 5, 2022/10/11) */
Thank you for reaching out to us through the BBB. We were made aware of a typo regarding the selection date for our current 10k ring giveaway under the mobile site terms and conditions. Our IT team was made aware and the error has since been corrected. If you have any questions or concerns please don't hesitate to continue working with customer service directly.Initial Complaint
Date:07/23/2022
Type: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 girlfriend and I an engagement ring of 6,722.51 from James Allen on May 25th, 2022. I sent her the money so she can design her ring and she paid the ring with her French Debit Card to be send to me in PA. After she sent all the documents requested by James Allen as for their verification process, they confirmed the order and charged her credit card.
They shipped the ring on June 9th and I was suppose to receive it the 10.
Few days earlier, my girlfriend decided to buy another ring, she went through the same verification process twice, but wasn t enough and ask to cancel that order (she gave her french address and they put her address in Australia which is incredible). As like it wasn`t enough, they recalled the first order the same day I was supposed to receive it without letting us know. After tracking, we contacted them in chat, found out that they decided to recall it because my girlfriend refused the 3rd verification process for the second order that has nothing to do with the first one. We sent an email that James Allen never answered. We always have to go back to them to request our money back. But impossible to be refunded, they told us to do a charge back, my girl contacted her bank, mastercard and gold card insurance but they can`t do the cardback. We explained to James Allen that said that is the only way to refund us. Which is not thrue, because the refunded the second order wthout asking a chargeback.
We asked a document from them asking the chargeback and they just cancelled the order still asking us to do a charge back. It is really frustrating, we can`t invest that money in the meantime.
I would like to sue them and be compensated for the waste of my time, money, for their behavior also for ruining my engagement plans.
As I US citizen, can I sue them knowing that the credit card is french and is not in my name?
How much money can we ask from them?
How much all the process will cost us?
Thank youBusiness Response
Date: 07/25/2022
Business Response /* (1000, 5, 2022/07/25) */
Hi *******,
Thank you for taking the time to share your feedback regarding your order. We are sorry to hear of the frustrations that you've experienced. Being an online company, we do have many steps in place for our orders to help prevent fraudulent activity both for the consumer and the company. Part of this step is to require additional verification on the order. This verification step was provided on the first order that was created, however when a second order came through for nearly the same item, we requested this information again on the new order. Since this information was not provided on the second order, we stopped the shipment on the first order and went ahead and issued a refund on the second order and cancelled it as we did not receive the information required. Our customer service team along with our direct order review team had advised through several email notifications and conversations, with the latest on 6/23/2022, that a charge back will need to be filed with the bank to receive the funds back from the original order and advised on how to do this. As you are still not able to do so with your bank, we have gone ahead and refunded you this amount back to your original payment method. We hope this is able to resolve the issue and we're happy to be of any further assistance.
Consumer Response /* (3000, 8, 2022/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is funny how many times we explained that the bank couldn't do a chargeback, we asked to talk to a manager and you still refused to refund us in the credit card as you did after BBB contacted you.
It is a shame that we need a third party for you to refund us our money even after cancelling the order.
We delivered to BBB all the proofs so you don't have to lie because they know exactly what happened. Because you are afraid of bad reviews, you took actions after receiving their email, but you couldn't refund the credit card when we asked you to. I hope that other people won't go through the same struggle we went through with you. Asking after months and months to be refunded for our money even though the product was canceled by you. This is the most horrible experience that someone can have for a special occasion like an engagement.
Shame on you
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