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Complaint Details
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Initial Complaint
08/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
8/16/24- had one necklace in cart to pay for. Received error message that unable to process payment. Close website and redid purchase again for one necklace. Received another error message that card listed is invalid.( care number is stored in ****** pay to pat for all online purchases and care number is correct. Added a new card number which was the same exact card number that gave error abs purchase went thru twice. Sent emails to customer service with no response .they processed both orders. Order numbers S5709306 and S5709307 are the exact item purchased within seconds of each other. Their website it a fraud and sends out error messages so you wind up having 2 or more purchases of the same items and noone calls or contacts you back. I wanted one of the orders cancelled but instead they fulfilled both
Business response
08/19/2024
Dear ********, we are terribly sorry to hear of the trouble you experienced on our website. Please know this is not the norm. Despite the error message, both orders did process. A member of our Customer Experience team responded to your emails and attempted to cancel, but it was too late. We have a very short time-period to make any changes to an order. We have also issued you a free prepaid return label to send back any unwanted items. We will absolutely refund those in full once received back!Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a bracelet from this website they have a 30 day return policy. I received this bracelet yesterday and want a refund. I do not like it. It is unused and unopened. The company wont respond! I have sent multiple emails. Their phone doesnt work. Their text doesnt work ORDER ********Business response
07/10/2024
Hi *****, thank you for reaching out. I have looked into this for you, we received your initial outreach on 6/18/24 and we created you a prepaid merchandise return label that was sent to your email on 6/20/24. Our sincere apologies if that never made it's way to you! A member of our team has reached out to you directly on 7/10/24 and a refund has been processed. Please let us know if you have any other concerns. Thank you for your business!Initial Complaint
05/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # S5683921. 10 May 2024 I just went to place an order after following a link from Alex and Ani which gave a coupon for free shipping (normally $8). Right as I clicked to pay now, the shipping field populated and the order went through with an $8 shipping charge. The item had been in my shopping cart and the whole reason I had not already purchased it was I could not stomach the $8 shipping fee.Immediately I tried to contact customer service by any phone number that I could find on ******* The ***** number came with a message from ******* Wireless saying that the phone number was invalid. The 401 phone number actually reached customer service but it's only an outgoing messaging stating they want you to send an email. I sent an email which is not been responded to. The item shows is having been shipped. If you are going to be an online business who only allows electronic contact between business and customer, you should be more prompt in answering customer emails. I wanted to either be reimbursed the $8 or have the order canceled but have had no response to the emails sent asking for such.Business response
05/14/2024
Dear ********, our records do not indicate a correspondence was received from your email. A member of our Customer Experience Team has reached out to you directly today to resolve this matter for you. Thank you!Customer response
05/14/2024
Better Business Bureau:
I received a response from Alex and Ani customer service today and they have refunded the shipping. Although they State they had not seen an email from me which I sent on Friday and they reiterated they do not offer free shipping. However, they expressly sent to me an email offering free shipping on an item I had left in my basket. They have resolved the issue although they have not responded to the problem. For this matter I am satisfied but I hope it does not indicate problems to come with their advertisements.
ve 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
03/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Alex and Anis website claimed to have a glitch happen, thus they cancelled my order. as the consumer, regardless of a glitch, i consider this a company wide error they need to rectify as opposed to cancelling and ignoring my several attempts to reconcileCustomer response
03/20/2024
I have not heard from the business in response to my complaint.Business response
03/26/2024
An email regarding this matter was sent on March 2nd, 2024. Please refer to that email if you would like to re-purchase these items, as your original order has been canceled.Initial Complaint
01/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I got some presents last month (December2023) at **************** ** store (*****) and went back there on January 6th, **** to return them store was closed, lot was empty. There is no sign to re-open, ****** personnel confirmed its closed and no idea if Alex and Ani will get the spot again.Closest store is over 280 miles away.Transactions are for store *****:1. trans **** sale *****002**** date 12/17/23 2. trans **** sale *****002**** date 12/21/23 I need to return these items and get a credit back to credit card.Called ************** several times, always getting a voicemail to send an email.Email sent and got reply that return must be made in a window of 30 days and only eligible for an e-gift card.Unacceptable, want my money back.Business response
01/30/2024
Hello, a response was sent to you on 1/23/24 but we have not heard back. We need the below information to proceed with your return. In store purchases cannot be refunded back to the original form of payment as they are separate operating systems from the website.
If you can provide the following information, a printable prepaid ***** Merchandise Return Label will be emailed to return the item(s) for an online E-Gift Card.
Name
Address
Phone
Name & Picture of the item(s)
Proof of Purchase / Purchaser Name / Store location / Order Number / Purchase DateInitial Complaint
01/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company charge outrageous prices for jewelry that after a month or two it tarnishes and I dont think its right that we pay this only to end up having to toss it because its no longer worth wearing signed angry customerBusiness response
01/16/2024
Dear *****, please reach out to our Customer Experience team at ****************************************** with photos of the item as well as your order number or picture of your receipt and we would be happy to review directly and discuss next steps.Initial Complaint
01/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an online order S5585879, 3 weeks ago. When I track the shipping number provided by the company it has been sitting in the same location for over a week. This company lists a phone number on their website but when you call a recording comes on telling you to email the company with questions. I have sent 2 emails asking when my order will be delivered and havent received a response from the company.Business response
01/16/2024
Dear ******, a member of our Customer Support Team has reached out to you directly regarding your package.Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 3 bracelets on 12/11/23, order number S5536003. I never received bracelets. When tracking item it says that on 12/15/23 package was damaged and returned to sender. I did not make this return, *** made this return. I have never laid hands on this item or package. With tracking, it also stated item was returned to sender on 12/12/23 at 11:26 pm. I contacted company on 12/28/23 asking about refund and I was told I would not get refund until they received item back. 1) I never received item to begin with. *** return to sender due to damage, when item in transit 2) tracking states item was returned in 12/15/23 @ 11:26 pm Why am I being told by company that they will not issue a return until they have item when item was never in my possession and tracking clearly states they received item back on 12/15/23. They are refusing to return my money and are trying to steal my money from me by making up lies and giving me the run around.Business response
01/25/2024
A refund was issued to the customer on 1/8/2024.Customer response
01/26/2024
[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
12/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of original transaction was Oct 12,2023. I purchased these for Christmas and then purchased at least ****** more in November. The bracelets were beautiful but they were ***** on an elastic band and the bracelet was not a 7 inch it had to be at least an 8 inch. So my daughters tried them on and they were way too big. if there was a way to adjust them I would have but there is not. I called today 12-27-2023 and I asked for a refund and they told me there is a 30 day return policy. that is all good but when it is a Christmas purchase all stores give you to at least the end of January. I find this very unfair and I am hoping you can help me to get a refund.Business response
01/29/2024
ALEX AND ANI has an extended return policy for orders placed in November and December. A note has been added to your account regarding the refund, however, we do not see a return was ever sent back. Please contact us directly at ****************************************** for further assistance.Initial Complaint
12/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for Xmas gifts on Dec 9th. I received an email saying my order would arrive in 6 days. Today is Dec 22 and I still do not have my order. I cant reach a person and by looking on the *** tracker my order is in GA. So now I will need to replace the gifts that I ordered because I need them for Christmas Eve. Way to go Alex And Ani. Last time I shop with you!!!Business response
01/16/2024
Dear ******, our records show that a member of our Customer Experience team has reached out to you directly for resolution.
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