Business Profile

Jewelry Stores

Alex and Ani, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Alex and Ani, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

28 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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:04/12/2025
Type:Delivery 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 placed an order (# S5915473) on 3/28/25 with an eta of 4/14/25 for 3 bracelets-gold peeps bolo bunny bracelet, peeps bunny multi ************* bunny beaded bangle. I received peeps bolo bunny bracelet under the ***** tracking number ************. I was never notified that the order was going to be shipped in 2 separate packages or the status of the other 2 bracelets at any point. When I checked my online account I saw a second ***** tracking number which showed and still does show that just a label was created and that ***** has not received the package. Please see this second tracking number below.287176327959 I emailed asking if Id receive the remaining bracelets in my order before the Easter holiday as they are gifts. They danced around my question and said that it is processing and will ship once they are processed. I emailed back asking whether the bracelets are back ordered so I can make other arrangements to which I received no reply. I then asked for a refund considering I do not anticipate the items before the holiday even though the initial eta was well before Easter and I did not receive any updates whatsoever regarding the change in status of the products I ordered to which the customer service email responded they cannot process a refund and Id simply have to wait for the products to process and ship. They did not solve anything for me or answer my questions. They did not assume responsibility for their lack in communication regarding the status. They conduct poor business and Id like a resolution to my problem whether they expedite the shipping of the items so that I receive them in time for the holiday as initially agreed upon at the time of the purchase or a refund for $57.40 plus tax for the 2 outstanding bracelets. Please help as it is extremely difficult to get a serious resolution from the company. Also, their telephone number listed on their website ************ is no longer in service when you try to call.
Business Response
Date: 04/16/2025
Hi ******, thank you for reaching out. We are terribly sorry for the troubles you have experienced with your order. Our Customer Experience team has shipped you the additional product that had no movement on the tracking, with expedited shipping so it will arrive before the holiday. Please don't hesitate to respond to our email with any questions or concerns you may have. We truly appreciate your business!
Customer Answer
Date: 04/16/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** *********
Initial Complaint
Date:03/10/2025
Type:Delivery 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 items totaling ***** on Jan 1st 2025. The items never arrived even though the delivery source says they did. I have a ring camera and no truck came to my house at that time. I have reached out to alex and ani and the delivery source to no avail. Alex and ani said they received my email but no contact or response after that.I would appreciate any help resolving this matter. Thank you.
Initial Complaint
Date:02/28/2025
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.
I ordered 2 bracelets in December. On January 2, 2025 the order was supposedly delivered to my address. I had changed my address with the company the first of December 2024. Apparently the notation was not made to my account. Again, the order was delivered to my address (says the post office) I went to the old address and it had not been delivered, as noted in the tracking. My account was debited approximately $80.00 but I never received the ordered product. I am so disappointed at what has happened to this company. They have no customer service, the phone is no longer in use. What has happened to this company I have been a customer for years. Extremely disappointed!! Please just send the bracelets I ordered!!!!!
Customer Answer
Date: 03/11/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 03/27/2025
Dear ******, we are very sorry in any delay in getting this resolved for you. We answered your email on 12/28/24 but did not receive a response from you. A follow up email was sent again on 3/27/25. Please respond to that email so we can initiate a lost package claim for you!
Initial Complaint
Date:01/02/2025
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.
I reached out after my fiances necklace broke the day after I got it for her. I know its fairly cheap but for it to break so soon is ridiculous. We decided to go with another company for a replacement. When reaching out to their support they don't ever mention you will never get your money back to the original purchasing card. Without any consultation on what type of refund I'd like, they resorted immediately to a gift card. Furthermore, I tried to give an honest review of the necklace on their site and it appears they have some sort of approval process on what can be posted even from a verified purchaser. I'd like my review posted and I'd like to have my refund completed to the original card used.
Business Response
Date: 01/02/2025
Hi ****. A full refund for your purchase was already completed. Our warranty process for broken items is to issue a replacement or an e-gift card. We have no problem honoring the refund given the circumstances.
Initial Complaint
Date:12/24/2024
Type:Delivery 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.
December 15 I ordered two bracelets from Alex and Ani. I have not received the merchandise. The tracking keeps changing the date to arrive. ************ said it was returned to point of origin. Very conflicting info. Ive tried to contact the company but have not heard anything.I would like a refund.
Business Response
Date: 12/30/2024
Dear *******, I see that we spoke to you on 12/25 and 12/26 and a full refund has been submitted for the order that was returned to sender by the carrier. Thank you!
Customer Answer
Date: 12/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* *****
Initial Complaint
Date:12/23/2024
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.
I placed an order and it appears it was lost in the mail. It included a birthday present for someone (that has now passed) and 3 Christmas presents which would have to arrive by tomorrow. The customer service number is out of order, my emails have gone unanswered, there is no live chat option and I also sent a message on Instagram which was also unanswered. I am now out money and have to go buy additional gifts last minute since the package never came and customer service is unreachable and unresponsive through email.
Business Response
Date: 12/30/2024
Hi ****. We are very sorry to hear of the troubles reaching us. At this time, our Customer Experience team is available via email only. I see that we sent you 3 emails on 12/24, and that your package was also delivered 12/24. If you have any further questions, please respond back to a team member via email and we will be more than happy to assist you!
Initial Complaint
Date:12/19/2024
Type:Sales and Advertising 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 7 bracelets at Christmas presents for my childrens teachers on 12/5. The items have not been delivered and the customer service phone number is disconnected. The email address they provide I used but no response. Ive reached out on ******** and Instagram as well and was told to email the customer service email I already reached out to.
Business Response
Date: 12/23/2024
Good afternoon, we see that a member of our Customer Experience team responded to your email on 12/21/24. If you still require assistance with your order, please respond directly to that email. Thank you!
Customer Answer
Date: 12/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
my items were delivered to me over a week late but I have accepted the response.

Regards,

******* **********
Initial Complaint
Date:12/14/2024
Type:Delivery 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 bracelet online and when it was delivered I opened the box and the bracelet box was there but no bracelet I have emailed them twice with no response the number for customer service is disconnected and no live chat shows up on their website. Its not like it was a huge purchase with shipping like 30 dollars but it was a Christmas gift and now I cant get ahold of anyone to get the bracelet or my money back just believe very unprofessional for a business.
Business Response
Date: 12/16/2024
Dear *****, we are very sorry for the delay in response and troubles you have experienced. Our customer experience team is only available via email. I see that we sent you a response on 12/16/24 and sent you a new order with priority shipping. Please feel free to respond to the email we sent you if you have any further questions!
Customer Answer
Date: 12/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** ******
Initial Complaint
Date:11/29/2024
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.
The advertisement (with no asterisk for additional conditions) states some items are 50% off, and that everything on the website is 20% off. Products listed beside the ad that are advertised as being 20% off are not, they're 10.7% off. The ad is not truthful, and is misleading consumers.
Business Response
Date: 12/05/2024
Hello, thank you for your message. The code needed to be applied to show the discount, the prices listed in your screenshot were not the final price with the discount. Our **************** Team is more than happy to assist you with this and can honor the promotion if you still wish to place. Please reach out to us at ****************************************** and reference this message. Have a great day.
Initial Complaint
Date:11/21/2024
Type:Delivery 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.
11/7 I ordered a bracelet & received a confirmation email 11/8 Payment shows on my credit card 11/15 I sent an email requesting status because nothing is showing up on their site and their 800number says it is no longer in service 11/18 received an email reply to my email would take 3-5 days 11/28 I need this bracelet for a birthday they have had 20 days to get this gift to **** placed a second order 3 days ago and that 1 is ready to ship, arrival date 12/1 - 12/6...I prefer to have the gift by then at no additional cost to me. I will contact my credit card company to file a claimif not received by then .Any response would be greatly appreciated!!!
Business Response
Date: 11/26/2024
ALEX AND ANI has resolved this matter via email with the customer.
Customer Answer
Date: 12/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have received emails from this business, they say the item has been shipped but as of this moment I have not received it.
I am stillhoping to get it by November 30 for my daughters birthday.

Thank you for your assistance. It is very much appreciated.

I will no longer be buying anything from this company. There was a problem with a second order but they said they issued a refund but I haven't seen that on my credit card statement yet.

***** Barr
Business Response
Date: 12/05/2024
Hi *****, we see (3) orders in the system for you: 11/7, 11/16, and 11/29. All have shipped. Your latest order has an ETA of 11/7 per the tracking information that was emailed to you. We also processed a refund for you on 11/27 for the item you did not receive and was out of stock. We also issued you a courtesy e-gift cards for your troubles. We are not understanding what the outstanding issue is here, but the best way for you to reach our team members is via email at ****************************************** and they will be more than happy to assist you with your request, as they have been.

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Alex and Ani, LLC is NOT a BBB Accredited Business.