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: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. 

• Initial Complaint

  Date:12/03/2024

  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.

  jamesallen.com keep my personal information such as shipping and billing addresses. They use these addresses to send paper mail advertisement. I moved out and do not want them to keep my old addresses on file and send any paper mail advertisements. Their website account management does not allow to change address, saying 'Please Contact Customer Service for Any Changes to Your Shipping and Billing Information.' I did contact them requesting to remove all my personal information such as my addresses from their database. I got response that this is impossible and can only be done with new orders. Quote: "Thank you for reaching out my name is Kimberly when is comes to this changes we are only able to do this in a new order. If there is anything you need help to or wish to set a order up please reach back out." I do have the right to be forgotten that is in effect in many states, I was CA, WA and now FL resident where all 3 have data privacy laws that allow consumers to request deletion of their data. I consider their rejection of deleting my information as violation of my rights. But before filing formal complaint with authorities, I'm trying BBB to resolve the issue. Thank you! -****

  

  Business Response

  Date: 12/03/2024

  Thank you for reaching out and we apologize for any confusion or misunderstanding with your initial request. While we cannot delete your order history, we have processed your request for deletion of your personal information, except to the extent that we need to retain the information for one of the following exceptions: to provide products or services you have requested, to fulfill the terms of a warranty, or to fulfill our legal obligations. We have also directed our service providers to take similar steps. If you have any further questions or concerns our customer service team is happy to assist you. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is trying to charge me $900 to fix a broken wedding ring that is covered under a lifetime warranty for manufacturers defects. This exact ring has broken twice in less than three years. The broken prong has occurred in the same spot both times without any major damage occurring to it. In 2023, the ring was sent to the same company for repairs and it was repaired free of charge, as the broken prong is covered under warranty. Now the same repair is required and the company says it will cost $900 to repair and it’s not covered under warranty. This is absurd and their own website says there is a lifetime warranty. This is clearly a manufacturer defect and why the first repair was covered.

  

  Business Response

  Date: 12/03/2024

  Thank you for reaching out about your engagement ring's recent service request. Due to damage to the ring, the setting required a remake as it was not safely repairable in its condition. We see that you have worked with our service team and have reached a positive resolution regarding the remake fees of the setting. Your purchase of the extended care plan will also cover your ring moving forward in the event it requires services beyond our complimentary lifetime warranty. We appreciate you choosing James Allen and look forward to returning your ring to you soon! 

• Initial Complaint

  Date:11/18/2024

  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.

  November 13-14th, 2024 Issue : James Allen's 'Price Match Guarantee'; false advertisement I contacted James Allen customer service to request a 'Price Match Guarantee' request. I found an identical diamond on a competitor's site being offered at over $1400CAD less than the identical James Allen diamond. Both diamonds are GIA-graded, Lab-Grown, 2.78ct, Radiant, E-VVS1, EX, EX, (10.15 x 6.94 x 4.65mm), exact table & depth % and exact girdle. Both diamonds were verifiable, in stock and available for public purchase. Despite meeting ALL the criteria listed on the JA Price Match Guarantee, the request was denied, and I was offered a $100USD coupon. I requested escalation to upper management and reviewed again, where the request was then denied again, and I was offered a maximum coupon of $200USD on the identical diamond as compensation. The reason given : "we reserve the right to deny the request", and "the price difference is too big". Originally, I wanted to do business with James Allen for an engagement ring as they had a setting I really loved, and had overall good ratings for customer service. However, after this experience, I am not sure that I want to do business with a company that isn't honest and transparent about the terms & conditions of their offers/falsely advertises their programs. After researching online and finding several other complaints similar to mine, I noticed this seemed to be a recurring trend. My issue does not lie in the company maintaining said price they set on their products... My issue lies in offering a fake price match program. I strongly urge this be escalated to the appropriate team, and for the company to be honest and transparent about price matching being valid only up to 100-$200 price differences. Or remove it altogether. Otherwise, it is a waste of my time and energy, as well as other customers', and for the employees, too. My trust and confidence has sadly been broken and has left a sour taste towards James Allen.

  

  Business Response

  Date: 11/18/2024

  Thank you for reaching out to us. We see that you have been in communication with our team regarding your diamond search and price match requests. We approve diamond price match requests whenever possible, and we also reserve the right to refuse a diamond price match request as detailed in our terms and conditions. The competitor price was simply not a price we could honor for our listing and as an alternative, a special discount was extended on the diamond in combination with our site-wide jewelry sale. We would love to be the ones to make your new ring and your preferred diamond will remain on hold though 11/19. If you wish to proceed our customer service team will be happy to assist you! 

  Customer Answer

  Date: 11/19/2024

   
  I am rejecting this response because:
  
  A ‘Price Match Guarantee’ is not a legitimate price match guarantee when you solely offer up to 200$ price match. This maximum needs to be specified in your terms & conditions to avoid false advertisement and avoid wasting clients’ time, instead of repeatedly claiming “we reserve the right to deny requests” when the reason is the same : maximum price difference allowed is 200$.

   

  
  Sincerely,
  

• Initial Complaint

  Date:11/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered a set of earrings for my wife on 11/10/2024. was scheduled for delivery on 11/13 by UPS, I arrived home from work exactly 5 minutes after delivery attempt was made. received email from UPS that they would deliver on 11/14. stayed home from work on 11/14 to receive delivery, UPS never showed. receaved email from UPS on 11/15 stating they would deliver on 11/15. I am at work and unable to get home for delivery. contacted James Allen , they basically said that they could not help me . asked for my money back. they charged my credit card the day I ordered the earrings, I did not get the earrings and they are telling me that it will take several weeks to get my money back. that is not exceptable. I expect my credit card to be refunded as quickly as they took it out.

  Customer Answer

  Date: 11/18/2024

  I never received the earrings, I did get a email from UPS today showing they were being sent back to James Allen 

  

  Business Response

  Date: 11/18/2024

  Thank you for choosing James Allen and we apologize for any frustration with the shipment of your order. We are sorry to hear you are no longer in need of the earrings and at your request our team is working with UPS to have the package RTS'd back to our headquarter office for a return for refund. We appreciate your patience during the RTS process and our customer service team will be happy to assist you with any additional questions. 

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  Avoid this company at all cost that do not take responsibility for poorly made mass-produced products and provide the poorest customer service ever. I purchased a pair of pearl earrings for my wife delivered on 10/17. The quality of the earrings were made so poorly that the one wore on the right ear kept falling (3 times in a day) and it seems it's because the hook of that one was so short, thin and soft it won't hold its shape to hold on to her earlobe. There was no secured mechanism attached to keep the earring on with this defect. This never happened to her before with other shepherd's hook earrings. Eventually the earring on the right side was lost just at an airport security check 4 days after we received them. I wrote to James Allen asking for a resolution. Their customer service initially apologized and offered to send a replacement, then another customer services said they cannot offer replacement and because the earring has a clasp it's common that it would fall, which is not true because they have shepherds hook. Then another customer service reply with the same thing saying it fell because they have clasps after I told them the earrings do not have clasps. After 10 emails, someone else responded finally recognizing they have Shepard's hook but only offered to let us to purchase a single one to replaced the one that was lost due to poor quality and construction. Due to the quality issues my wife experienced, we requested a refund instead of paying more for defective products, but James Allen says that they wouldn't refund, wouldn't accept a return for even a 50% refund but would only offer us to purchase a single earring from them (without saying the cost). Attached are photos and exchange with James Allen. This is terrible business practice to force a consumer to spend more in order to solve their quality issue. We would not spend money at this company anymore.

  

  Business Response

  Date: 11/02/2024

  Thank you for providing your feedback regarding your recent purchase. We understand the frustration surrounding your experience, and we're sorry for any inconvenience caused. While our policy does not cover replacement of items that are lost, we strive to assist our customers and have reached out to you directly to offer a resolution. Please know that we value your input and are committed to finding solutions that align with our policies and customer expectations. Thank you.

• Initial Complaint

  Date:10/11/2024

  Type:Billing 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.

  Stay away from this company at all costs! The customer service is good only up until they’ve taken your money, then it’s an absolutely joke. Through their online chat I had 2 different representatives tell me that there wouldn’t be duties applied to my purchase ( only taxes) when shipping to Canada. Sure enough, once UPS arrived I was charged around $150 in duties, $290 in taxes and an additional $20 UPS brokerage fee that James Allen conveniently failed to mention would also apply. They defended by saying “the brokerage fee is considered a surcharge levied by your county in the fine print of your order”. When I originally told them duties were applied to my package they deflected and said UPS made a mistake and sent me on a wild good chase trying to get to the bottom of it. This took about 7 phone calls and 4-5 hours on the phone with UPS. When all along, the reason I was charged duties was based on the information James Allen provided to UPS who then forwarded to Canada border agency. Their deceiving sales tactics is exactly why I should have just bought locally. I understand they’re not the ones who charge duties, and I was totally expecting to pay tax but why outright lie and deceive customers into thinking they won’t be charged duties? It appears they will say anything just to make a sale. Even the box the diamond came in is made of cheap plastic and looks tacky. After bringing my issue to their attention they refused to make it right, nor take any accountability for the misleading information. Save yourself the trouble and buy locally. I can only imagine the nightmare that would follow if I needed to return my purchase. So happy I only bought a diamond from them, as I’m sure if I got a complete ring and something was wrong, they do everything they could to avoid resolving it and blame another party somehow. Don’t take my word for it, go check the countless reviews of diamonds falling out of their rings and refusing to do anything about it.

  

  Business Response

  Date: 10/11/2024

  Thank you for reaching out about your recent purchase with James Allen. We apologize for your experience and for any confusion surrounding your customs fees. James Allen does not collect or reimburse customs fees required for international shipments. This information is available on our website in addition to a tax and duty estimation tool. Our estimation tool does account for duty charges for a loose diamond purchase to your postal code, however the exact amounts for the required fees may vary along with currency and exchange rate changes. Our shipping team has reviewed your order to confirm that the commercial invoice provided with your package was correct. We hope you choose to keep your diamond however if you are unsatisfied with your purchase for any reason you may return it for a refund within your 30 day return window. 

  Customer Answer

  Date: 10/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There was no confusion nor misunderstanding. See the screenshots of 2 different representatives assuring me that I wouldn’t be charged duties, which was absolutely false, nor something they could actually guarantee. 
  

  Your sales tactics are deceiving and your customer service is only good until you’ve accepted payment.

  

  Business Response

  Date: 10/14/2024

  **** spoke to our management team and discussed his order and shipment in further detail. A positive resolution was reached and should **** need any further assistance with his loose diamond purchase he is welcome to contact our management team directly. 

  Customer Answer

  Date: 10/14/2024

  
  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 however it shouldn’t have came this far, efforts for a resolution should have been made much sooner 
  
  Sincerely,