James Allen
reviews and complaints

JamesAllen.com is a jewelry haven where quality meets elegance. The experience of purchasing a custom ring was seamless, with the design staff providing exceptional guidance. The final product, a custom-made mount, exceeded expectations in its beauty. The attention to detail and customer service truly set James Allen apart. The packaging added an extra touch of luxury to the experience. I am thrilled with my purchase and highly recommend JamesAllen.com to anyone seeking exquisite jewelry.

Awesome experience! Online views with lots of choices and filters that really help to narrow down your choice options. Can also compare earth diamonds and lab diamonds side by side to help make your decision. The process was simple and made easier by the ability to check in on progress. Delivered on time as promised and they are exquisite earrings! Lastly, the "presentation" of the large box containing smaller ring box with a pull out drawer containing diamond certs, polishing cloth, and thank you letter! She was overwhelmed by this and shared it over and over again with friends and family! I will definitely recommend James Allen and will use them again!

I was really nervous to make such a large purchase online. We researched "what to look for when purchasing diamonds." We had a good understanding of the 4 C's. We took this information and sought out for what we were looking for on James Allen. We chose the Diamond that met our criteria. There was a couple of days of delay due to weather however they informed us every step of the way. It actually shipped before the revised date. We received my ring and it was every bit and more of what I expected. I took the ring to a local jeweler to verify the authenticity and the jeweler also complimented the beautiful authentic stone. I would absolutely refer a sister, a friend, a stranger to James Allen.

The experience I had with James Allen was vey good over all. The customer service people were very help and easy to work with. They knew what they were doing and made the experience very easy and comfortable. The only issue I had was the earrings I bought! I thought I was getting one carat diamond's but I only got 1/2 carat instead? It was not clear to me that this was going to be a total carat weight for both not each? I would have preferred the one carat each but I did not have time to exchange them so I kept my order as it was. Other than that I will defiantly buy from James Allen again. I have already pick out my next order. Customer service is job one for me and they have that nailed. Great job!

I purchased both an engagement ring and wedding ring from James Allen and both are so beautiful! When I purchased the wedding ring I notice that I chose the wrong one and there was actually another ring that matched better with the engagement ring. I spoke with someone via chat on their website and he was able to make the change for me. I also needed the ring within two weeks time but was unable to change the shipping method. I advised this to the customer service rep and he stated that due to COVID, shipping times can't be changed. To my surprise, the ring was shipped and I had received it in time! Customer service was excellent and the rings are beautiful! I will do another purchase form here in the future.

Words cannot express how happy I am with my ring and the customer service from the James Allen team. I have called the 24/7 customer service line at 3am and a representative answered with joy and made the changes I needed. I have even visited the downtown store in DC multiple times to ask questions and look at the different settings in person before making a decision. Every encounter with the James Allen team has been professional and their customization team is phenomenal. I am 100% happy with my beautiful ring and would recommend James Allen to anyone that is looking for exceptional top quality service and products. I am now a forever loyal customer. A special thanks to Janelle at the DC James Allen store. Your service was phenomenal.

I really liked the process JA uses. I wanted a solitaire ring, with the diamond being the most important. I could select the approx size, shape and clarity of the diamond for a desired price. I loved the ability to actually see, in a revolving closeup, the diamond and compare it to many others in a similar price range. Each selection was graded by professionals, which allowed me to compare in the qualities I felt most important. After selecting the diamond, i was able to choose the style of band and the setting I liked best. Voila ! "The perfect ring!" That's what my wife said. It was shipped in about 10 days and came with all the paperwork and guarantee for safekeeping. I won't have to, but if I needed to buy another diamond ring, I would definitely go back to JA first.

We have bought the following from James Allen: Platinum men's wedding band - I love the thickness and the weight - I do wish they had more design options - delivered on time did have to replace the original sent - stellar price Women's loose diamond - princess cut - 1.35 E - IF - great price - arrived before requested date - wife loves it Women's platinum ring for diamond - great price - arrived before requested date wife loves it Women's diamond crusted wedding band - awesome price great quality - awesome price served before requested date Women's diamond stud platinum ear rings 0.35 carat each - D - princess cut - VVSI - Awesome price - great quality - arrived before requested date - I have had to do a lot of coordinating and have had issues with delivery dates but all in all they do deliver awesome products and customer service does solve issues -

I am very happy and satisfied with my purchase! My husband and I will be celebrating 35 years of marriage, and we replaced my wedding band and engagement ring. The website was easy to use. I enjoyed looking at diamonds and chose a ring with the exact level of clarity and color that we could afford. Customer Service was excellent. I used the chat feature a couple of times during my decision process, and my questions were answered professionally--even though I chatted in the early hours of the morning! My husband and I are very pleased with my wedding band and engagement ring! It exceeded our expectations with this kind of online purchase. I took my rings in to be resized at a local jeweler, and that process went well too. I have already recommended James Allen to some of my family members and will continue to recommend it to friends as well. It was a great experience!

Excellent quality, easy to navigate website and making a purchase. Shipping was on time with no issues receiving my purchase. You receive an email confirmation when you place an order, an email telling you your payment was accepted and another when your item goes into production. Lastly an email telling you it has shipped with the tracking number which states that you will need to sign for the Fedex package. You can check on the status of your purchase in your account on the website. Can't get any more convenient than that. I have made several purchases with James Allen, my husbands wedding band, my wedding band and my husband purchased a key to my heart necklace (beautiful). My wedding band although beautiful ended up not matching well with my engagement ring, but that was my fault as I did not look at the width mm stated in the product details so I had to return it. I placed another order for a different ring which I am excited to receive as I read all the product details this time so I'm hoping this one will be a keeper. I highly recommend James Allen.

To make a long story short, about 10 months ago, I found a picture of a ring that I absolutely loved. My fiancé and I were getting serious at that time, so I wanted to show him the ring as an example of what I liked. I didn't realize that James Allen had physical stores, as I thought they were only an online retailer. However, while we were visiting Washington DC from Texas, we happened to come across a store that carried James Allen rings. It was a pleasant surprise, so we decided to check it out. When we arrived at the store, the salesperson initially told us that they didn't have the specific ring I was looking for. But after a brief search, I actually found the exact ring I had been dreaming of! We ended up ordering it from the only James Allen store in existence, which happened to be in Washington DC. About a month later, I received the ring and it was everything I had hoped for. I'm extremely happy with my purchase.

All of the people at James Allen have been wonderful to work with! My husband and I decided to purchase new wedding rings after 47 years as his had broken and was not repairable. I wanted something that was more custom and found the perfect wedding set: A unique sapphire stone and a 3 stone setting 'engagement' ring and matching wedding band. We were able to not only select something more unique but were able to choose the precious metal (platinum) we wanted. I had a lot of questions along the way and the staff were very willing to help and knowledgeable about the James Allen jewelry, both by phone and through their chat line, which gave me much more confidence to order through a web page. The rings are absolutely gorgeous- exactly as pictured and described. My husband's band was too large (even though we sized at a local jeweler) and James Allen's free resizing service worked perfectly- he had his new ring within weeks at no charge to us. Again, the customer service through this process was amazing. The only suggestion that I can make is to have a way on the web page to show the actual stone in the setting that you are considering if putting together a custom ring as I saw offered on another site. Otherwise, I would highly recommend James Allen to anyone considering a jewelry purchase.

At JamesAllen.com, you'll find a world of exquisite jewelry waiting to be discovered. With a 4-star rating from satisfied customers, this online jewelry store offers a unique and personalized experience like no other. From engagement rings to wedding bands and fine jewelry, JamesAllen.com has it all. Customers have praised the quality and beauty of their purchases, highlighting the exceptional customer service and vast selection available. Whether you're looking for a custom ring or a stunning gemstone piece, JamesAllen.com is the place to be. Explore their collection today and let your jewelry dreams come to life!

Me and my hubby went to James Allen for our wedding bands and we were blown away by the quality. My eternity band was not too expensive and it looks stunning with my engagement ring. The 360 views were super helpful and we loved how easy the site was to use.

I gotta say, James Allen is the real deal when it comes to engagement rings. I mean, I was able to build my own ring on their website without any hassle. My man knew that I had a specific cut and design in mind, so he let me take the reins on this one. And let me tell you, the prices are totally reasonable. I didn't have to break the bank to get the ring of my dreams.

But the best part? When my diamond arrived, it was in perfect condition. I was so relieved because I was worried about it getting damaged during shipping. But James Allen really knows how to handle their products. I couldn't be happier with my purchase.

Overall, I would definitely recommend James Allen to anyone looking for an engagement ring. They make the process so easy and stress-free. Plus, their prices are unbeatable. Trust me, you won't regret it.

I gotta say, I had some trouble with the shipping from James Allen. They made me jump through some hoops to confirm my order, insisting that I use an email from a .gov, .mil, or .edu account. Then they told me my order would arrive on a certain day, but the day before that they said there was a delay and it wouldn't come until a different day. And then they said it was still being looked at and cleaned and wouldn't arrive until yet another day. It was a real hassle, let me tell you. But in the end, it did finally show up on that last day they said it would, and I gotta admit, it was a pretty sweet deal. So I guess I'm happy with it overall, but man, they really need to work on their shipping game.

Wow, I gotta say, James Allen has some pretty amazing deals on diamonds! I recently ordered one from them and while I was a bit frustrated with their shipping process, I can't complain about the quality of the diamond I received.

The only issue I had was with their shipping requirements. They asked me to confirm my order using an email account from a .gov, .mil, or .edu domain. I found this a bit odd, but I went ahead and did it anyway. Then, they told me my order would arrive on a certain date, but the day before that date, they said there was a delay and it would arrive on a different date. Then, they said it was still being examined and cleaned and would arrive on yet another date. It was a bit frustrating, but I was willing to wait because the deal was just too good to pass up.

Finally, my diamond did arrive on the date they said it would, but only because I was so excited about the deal I was getting. The diamond itself was absolutely stunning and I couldn't be happier with my purchase.

Overall, I would definitely recommend James Allen for anyone looking for a great deal on a diamond. Just be prepared for a bit of a wait and some confusing shipping requirements. But trust me, it's worth it for the quality of the diamond you'll receive.

I had a pretty bad experience with James Allen. It all started when they shipped my order two days earlier than expected, without even letting me know. I was pretty upset about it, especially since there was no tracking number provided. To make matters worse, a stranger signed for the package and it was just left outside my house. I was worried that it could have been stolen or damaged, and that would have been a huge problem since it was something I couldn't replace easily.

When I contacted James Allen about the issue, they didn't seem to care much. They just gave me some generic responses and reminded me about their 30-day return policy. I was really disappointed with their lack of concern and customer service.

Based on my experience, I would not recommend James Allen to anyone. If you're looking for a reliable and trustworthy jeweler, I suggest finding a traditional brick and mortar store instead. It's important to build a relationship with a jeweler you can trust, and unfortunately, James Allen did not meet my expectations.

I gotta say, I'm pretty disappointed with my experience with James Allen. I mean, I paid for my diamond over a week ago and they still haven't shipped it out to me! What gives? Apparently, they were waiting for me to click on some confirm button in an email, even though I already paid in full. Like, seriously? What more confirmation do they need than my hard-earned cash?

And get this, when I finally clicked on the button today, the agent still couldn't tell me when my diamond would ship. All she could do was have a manager call me next week. Talk about frustrating! And to top it all off, the agent claimed they had tried to contact me, but I never received any calls or emails from them. What a mess.

Honestly, I was expecting a lot more from James Allen. I mean, I've heard great things about their selection and quality, but this experience has left a bad taste in my mouth. It's not like I'm getting the same level of service as I would from a good old-fashioned brick and mortar store.

I just hope that when my diamond finally does arrive, it's worth all the hassle.

I recently had an experience with James Allen that left me feeling disappointed. I wanted to surprise my wife with an infinity ring to celebrate our 30th wedding anniversary. To ensure that I got the right size, I used their paper ring sizer and did my best to match it up to her other rings. However, I was still concerned, so I called James Allen's customer service number to ask about their free ring size exchange policy.

The representative I spoke with reassured me that I had nothing to worry about and that if the ring didn't fit, I could exchange it for the right size. Feeling confident, I went ahead and made the purchase. When I gave the ring to my wife, she loved it, but unfortunately, it was too big. I reminded her that we could exchange it for the right size, and she was relieved.

However, when I tried to initiate the exchange, I didn't receive a response for a while. I later found out that this was due to the COVID-19 pandemic, which had caused some delays in their operations. When I finally got through to someone, I was told that they don't exchange infinity rings.

I was frustrated and disappointed. I felt like I had been misled by their customer service representative, and now I was stuck with a ring that didn't fit. I will never use James Allen again and would caution others to be wary of their policies and customer service.

Overall, my experience with James Allen was a letdown. While I appreciate their efforts to provide a paper ring sizer and a free ring size exchange policy, I feel like they need to be more transparent about their policies and ensure that their representatives are giving accurate information. If they can improve in these areas, I might consider using them again in the future.

Returned diamond earrings with certificates in box. Dealer now wants to charge me for certificates. *** 1/17 Ordered diamond earrings that I received on 2/1 and returned same day after opening the small box of earrings themselves. I saw that there were certificates in a small drawer but never removed them. Took entire box to FEDEX to return. After received by James Allen I received a call from Michaela, 2/6, who told me that the certificates were not in the box. Today, 2/7, I called an spoke with David who said they were reviewing film footage to see if my certificates were in the box and that I would be charged $150 per certificate. I had also placed an order 1/14 with them to put a diamond that I have into a new setting. That order was #***. I sent in a ring with the diamond that they were to remove from setting and put into a new one. I requested today, 2/7, that they return that ring to me.

I had placed an order for a ring where I provided a loose stone to be mounted on a purchased setting on 4-26. The original quoted delivery date of 5-10. The stone for order *** was delivered on 5/4 to their jeweler. I was informed today that they had not even begun production on the setting. I am now being quoted a ship date of 5/24. A month after the purchase. For the last 2 weeks the setting could've been in production and just needed a loose stone mounted. Instead I will delay my proposal. I cannot express how incredibly upsetting this experience has been. 3 calls/chats to customer service yielded 3 different answers with none being accurate. There was attempted communication between management and myself. With a manager (Lorraine) missing a return phone call of mine and delegating a call back to another employee who informed me he would pass my concerns and have Lorraine call me back. This did not happen. There is no resolution that can return my plans to propose.

I purchased a pair of lab-created diamond stud earrings in a 3-prong white gold Martini setting. I received the incorrect product as the company sent 4-prong earrings. I called James Allen CS, explained the issue & was told that I had to return the earrings & order a new pair. Once I returned the earrings my card would be credited, but I had to make another purchase to get what I initially ordered. An even exchange was not offered. After asking numerous times how the company would resolve the issue I was given 25%. When I reviewed the appraisal (that comes with each product), I noted that the appraisal was for the Martini set earrings, not 4-prong earrings. An online chat ensued & when I stated that I couldn't insure the earrings w/o the correct appraisal, I was told "no." I requested that the company send me the correct product & a Return label, but after much discussion the company would not accommodate my request. I returned the earrings on 3/27. BUYER BEWARE!

I ordered an engagement ring from James Allen on 4/17 with a ship date of 4/20. On 4/20 when the ring did not ship, I chatted in with customer care they told me it would ship 4/21, it did not. I chatted in again and they said they would put a hard deadline in for 4/23. I then received an email on 4/23 stating they are unable to meet the hard deadline and the ring won't ship until 4/27 (I highly doubt it will ship then either). I chose James Allen because of the positive reviews and fast shipping which I now see is a lie. It is a deceptive practice to promise a ship date and not meet it. They told me today that they had to wait for the diamond to come in to have it set and they state the diamond came in today. So what is taking until the 27th? I feel lied to and now I can't change the reservation I had so I'll have to propose without the ring which is causing me high amounts of stress. I asked for a supervisor today and they denied me, they said I would have to wait 24 hours.

Date of transaction: November 23 Amount Paid to buisness: $4,509.00 Order#: *** issue: a diamond engagement ring was purchased through James Allen and was received a few week after. After approximately 1 month of use we took it to have it cleaned and inspected at the local ***/James Allen retailer. while there and during cleaning the jeweler noticed that was a side marquis stone was loose and tightened it. over the next 2 months we did the same and both of those times the side stone proceeded to fall out of the ring. on May 5, we noticed that the side stone was missing and had fallen out. This is believed to be due to a defect in the ring. we sent the ring back under the warranty to James Allen and they called and informed us that the warranty does not cover the marquis stones because they are not "round". This was not told to us when we purchased the ring. This is a deliberate lack of information to get a sale. Now we are having to file through insurance.

Unfortunately I'm really stressed out about my order delay with James Allen.I have a flight schedule for next Tuesday morning(June 29th), so I really need to get my order before this date (maximum June 28th). I've placed my order over a month ago, and it was estimated to arrive last Friday (June 18th). On Friday I contacted James Allen on website and they told me that it would be shipped on Friday and the estimated date was correct. We know that it didn't happen, and the estimated date was changed for yesterday (June 21st). Yesterday morning I asked the same question for Cheyenne (from James Allen customer service), she told me the same thing, that my order would be shipped maximum 7pm. It didn't happen again. I don't understand what's the reason for such delay and I can't accept to receive it after my proposal date as everything is already paid and I can't get a refund for my flight or even the hotel. Hopefully I'll receive it before my trip. Thank you for the understanding.

Purchased ring from James Allen in Dec. 2020, cullet on stone chipped in April . My insurance initiated repair order. I sent the ring to James Allen. They called me saying the cullet is not damaged (it is and the damage is obvious-the stone also no longer sits flat and it moves slightly.) They refuse to unmount the stone for a proper inspection (very suspicious-manufacturer's defect?) and they claim the cullet was abraided when purchased (it was not, I have photos from THEIR 360 video proving the cullet was completely intact and had a very sharp point when purchased.) I emailed the photos to them and they began ignoring me. My insurance had to contact one of their managers to get a response. After that, my insurance instructed me to tell James Allen to return my ring to me, and take it to another jeweler. Customer service said the stone will be returned to me. I clarified the ENTIRE ring, not just the stone, is to be returned to me. The rep's response was "Oh, okay." Really?

Order #***. On December 7th I purchased a simple pair of earrings; 1 stone each as a Christmas present for my wife. I paid $514 after fees and was told at time of purchase it would be here, in the state of Florida, by Christmas. Then it said the earrings would ship by 12/20. On 12/20 they still showed as in 'production ' and nowhere near shipping. For over 2 weeks, still in production?! A simple set of earrings?! I contacted James Allen via chat on 12/21 and Dennis stated my order should now ship on 12/21. I waited all day, no email about shipping. At 7:30pm, I contacted James Allen again about it and Shakeisha stated "we ship up to 8pm" then said that the date I was told was "only an estimate." I let her know this was important and was my wife's Christmas present. 8pm came and went, no notice of shipping. This is unacceptable, for a simple order, for what I was charged, and how I was mislead on 12/7. I purchased a Christmas gift, not an eventual some time in 2022 gift. If this is common for them, then being honest and up front with customers at time of purchase would be a much better way to conduct business.

Ordered a ring and completed a bank wire transfer same day. Continually delayed shipping for 2 months and no one can tell me when the ring will ship. I ordered a diamond engagement ring on 4/9 and wired $11,217.78 the same day. The online status never updates; I have contacted customer service over a dozen times and they continually tell me its in production, they are waiting to receive it, it will ship the next day etc. with no real information. At this time, they haven't given me a true ship date, can't confirm when they themselves will even have the diamond or ring, and give me the run around and the same response of 'let me check into this' and then come back with no information. They haven't given me a date they will have it, haven't given me a date when it will actually ship, haven't done anything other than confirm they know absolutely nothing about where or when my ring will arrive. Considering the cost, there should at the least be a tracking number with a definitive arrival date for them to relay to me; however, that hasn't been provided. Its been 2 months and its an obscene amount of money to pay for something that for 2 months I've been given no information on.

I am getting lied to, deceived and manipulated about receiving a ring I paid for in June . Company has failed to contact me by phone or email. After continuously talking with James Allen for over 3 and 1/2 months I am fed up with the poor service, to include being contradicted, manipulated, deceived, and unfortunately lied to. I purchased a ring a while ago now, and have continued to wait for The ring. I have made attempts to find out Information on where the ring is, When it is shipping and in response on multiple occasions now am continuously told different things which are Evidently False. I have been given tracking information saying ring is on the way with an est date of arrival. Fed ex has no update on tracking. When talking to James Allen , they said the ring has shipped on Saturday and is on the way. Talked to fed ex again and no update. I proceeded to contact jamesAllen again A few days later. I bring the evidence of what I have found to them and they tell me " sorry for the confusion, the ring is in the mail today". I Proceeded to contact fedex aNd again am told no update due to nothing being sent. I contact james Allen again and there is again no update. During 2 of these conversations I was told someone was going to call me shortly. Another lie. Lie after lie I am being told with no factual information.

Purchased a ring. The prong holding the center diamond broke off in less than 9 months. Company said it was due to structural damage that we caused. We purchased an engagement ring that was delivered on June 25. The clasp holding the center diamond broke off in less than 11 months. We're lucky to have found the center diamond in our kitchen. It took months of being on the waitlist to get approved to send the ring back to be inspected. The company rep said they suggest that people have their clasp tightened two times a year, but that's not written in any of the documents they sent us. It just says "regularly" (see attached). After months of waiting, we were told that it was our fault that the ring broke because "we caused structural damage" to the ring, and as a result we were responsible for all the reparation cost. I work in policy and I'm quarantining, besides typing, I'm not doing any activity that would cause that type of structural damage. Also, according to guidance (see attached) I did not participate in any "physical activity, sport, or lifting of weights", that would cause that type of damage. The ring cost nearly $8000 and the clasp broke after only 11 months. Sad to say, these rings are cheaply made. This is evidenced by their guidance (see attached) asking their customer regularly examine their ring clasps. My ring clasp broke off suddenly, due to no substantive action on my end. The company should assume financial responsibility for the reparation cost or we would like to receive a full refund for the ring and have them keep it as is.

James Allen Order #***: a pair of Platinum Four Prong Diamond Stud Earrings. Total: $1875 AUD, plus $280.63AUD custom taxes and fees. I ordered the pair of diamond earrings from James Allen on October 21, planning that they would be ready for Christmas. I paid for a premium 'upgrade' for the platinum screwback setting for the studs. The earrings finally arrived on December 1 and the backing on one of the earrings do not screw on. The backing slips on and off the post cleanly because of poor workmanship. Firstly, I had paid for the screwback 'upgrade' to ensure the earring backing would sit firmly in place. Secondly, per the advice of the customer service agent that I conversed with on November 25, the order had to be delayed by several weeks (i.e. the shipping ETA was pushed out day after day for a fortnight), as the jeweller required more time to work on the setting. This indicates to me that the jeweller was aware of the issue. Thirdly, these earrings were apparently inspected and quality assured by another member of the James Allen team prior to shipping, according to the Quality Assurance card that accompanied the earrings. Therefore, I find it very hard to believe that this was a genuine oversight. Since receiving the earrings last week, I have been trying to get a hold of their customer service team. So far, I have been met with delayed responses (i.e. I sent them a follow-up email on 12/03 to which they have only responded today, 12/08. This contradicts their claim of providing 24/7 support) and I have now had to repeat the incident twice to two different service agents, because it seems they did not keep a case file or the evidence I've provided against the defect. I feel James Allen is just bouncing emails between customer service agents in the hopes that I will eventually give up, or to waste away my 30 days return period to absolve themselves from any responsibility, conveniently blaming it on the busy lead-up to Christmas.

James Allen works w/ *** to process payments, overcharged my card & claim they have no record, over a month JA promised to call me 4x+ & didn't. I purchased a diamond from James Allen, Order # *** in January this year. I signed up to do a payment arrangement through *** for 3 payments of $1378 - the last payment to be on April 8. I was charged $1378 on April 8 and on April 13. I contacted James Allen on the 15th - they referred me back to ***, but told me to contact them if I couldn't get a resolution. I contacted James Allen again on the 27th because *** referred me back to them as they could not get in touch with the billing department.James Allen offered to have a Manager call me to follow up and I accepted. I did not hear from them on the 27th, so I contacted them on the 28th, citing no call from the manager, they told me it can be up to 48 hours so I accepted this and waited. No call. I contacted them yet again on May 4th unsure of this date, may have been the 5th I expressed my disappointment to James Allen and I was promised that a manager would call me within 24 hours and nothing. So I contacted James Allen 2-3 days later again stating no call, and I was assured that someone would call me that afternoon. Nothing from James Allen even after that. All contacts were done via their 24/7 available chat so they should have logs of each interaction as they confirmed my order number/email/billing address each time. I got an email from *** May 11th saying that they could not find this mysterious duplicate charge and neither could James Allen and to contact my bank. As of today, May 13 I still have heard nothing from James Allen. I have already contacted my credit issuer. After typing out this complaint I requested a copy of my chat transcripts from James Allen today May 13 and that was my last contact with them. Shanika H confirmed she could see everything and told me she would pull the requested transcripts and send them to me.

Everyone from customer service will tell you something different. Do not plan anything around what they say. I had confirmed by upgrade order on 12/21. They received my original ring 12/28. Obviously the holidays are going to put a hold on things. I was given 2 order numbers. One order number was for my new diamond I purchased to upgrade and another order number for that new diamond and the setting. I was only able to track and see the order number with the diamond therefore I was confused why for 4 weeks it was in "pre-production" Several times I had to reach out asking to be contacted for the setting modification amounts. I finally get an email to approve the modifications for the new diamond and the other order number which I am still unable to track! One day I was told It was in quality assurance and will only take a day since they do the quality check right before it ships and to disregard the other order number that is in "preproduction" The next day I do not receive anything therefore I reach out again. I am told "they expect it to ship today" since it has been in quality assurance for 3 days now! The next day I reach out and now am told "it has a ship date of 2/2" I am so frustrated and irritated. Today - 1/27 I was told that is is back in "production because it didn't ship even though it's in quality assurance." I specifically asked if something was wrong or if I needed to change anything and only got "it should ship soon" I would not be acting this way if it was a smaller purchase but it's not! Even when you voice your concern to the customer service, they make things up just to make you feel better in the moment and then you will find out they lied to you and it's completely not true. So unprofessional and not dependable. I will never recommend them to anyone. Next time I am shopping for jewelry I will purchase from somewhere else. After the constant complaining I have done to the customer service you'd expect them to rush it. Since the website claims they can put a rush on items when they are needed during a time frame. Never again, no thanks!

I ordered a ring, paid for it, and have not received my product. I received an email stating that my order was "fully paid and in production." I paid for a ring from James Allen on 2/14, and a few days later was asked to provide information to prevent fraudulent purchases. I complied, and a few hours after sending a picture of my drivers license and the credit card that I paid with. A few hours later I received an email (attached) that said that my order was paid in full and was in production, and was giving me a way to track my order. This showed that my order was in process and gave a shipping date of 3/2. A few days later I was sent another email saying that the third party company had not approved me and I needed to wire money. I had already paid for the purchase, which had been transferred onto my next bill. I reached out two minutes after getting the email asking what the issue was with the order and never got a response. I would check the tracker to see if there were any updates on my order, but nothing had changed. On the date my product was supposed to ship (3/2) it still showed my prefer was purchased and scheduled to ship that day. After work, the order details changed to "refunded" and said that I had paid $0. James Allen did nothing to refund me, and also have not shipped my product. I reached out asking what the issue was and have been forwarded to 5 or more employees, as well as being lied to twice about being able to talk to the third party company to see if I could have them switch their understanding of it being a fraud purchase. I do not want my money back, I want the product I purchased, which additionally is a right provided to me by UCC section 2-711. James Allen has told me I can "apply for a refund with my bank" and then bank wire the transaction, but I want the purchase to stay on me credit card so I can receive the cash back benefits as well as continue to build my credit. James Allen still possesses my money and the product I paid for, which they have told me they have not even begun production on. I have plans that revolve around the item shipping last Monday, and their disdain to fix the problem at all or be conscientious to the time sensitivity of solving this problem is unacceptable.

False advertising, lies, and probably the worst customer service I've ever encountered My order number is ***. I just don't want this to happen to anyone else ever again! Purchased SKU *** - necklace pictured on model in photo is incorrect (I even showed a reputable local jeweler the photo versus what I received and they 100% agreed). When I reached out to James Allen after receiving the wrong chain I was expecting them to just send me the right one. Nope! They claim they don't even have what's pictured in the photo. They admitted it was a different looking chain but they HAVE NOT taken the pictures down from their website. They don't have a cable style chain like that in ANY type of metal! So that picture is also shown under the gold chain, white gold, etc. Now what happened next was a series of very terrible service to get my issue fixed but I'll try to make it short. After finding out that they didn't have what I purchased, I told the representative the necklace is too thin and long. He said they could shorten it for me. I told him to go ahead and send me the return label but I'm going to shop around for other mountings/necklaces. Shortly after I had an idea - what if I find a better chain and just have that jeweler pop the diamond out and I can just send back the pendant with no further delay - I reached out to James Allen a second time and someone else confirmed I could do just that. So I did my research, found a jeweler with a chain I like who can remove the diamond ASAP! I was ready to send it back like I had discussed but in my continued effort to keep James Allen informed I reached out a third time - this time to let them know officially that I am just returning the pendant piece and if they could edit the return instructions. I was told that I couldn't do that and it would be considered "damaged." I argued with the man because obviously this was the exact opposite of what I was told just a couple days prior. I ultimately decided to get this over with so I sent the entire necklace back to James Allen for a refund on the necklace/mounting with the assurance from the representative that would happen of course. I even put a little sticky note right next to the necklace to make sure that they would know to send back only my diamond to me. A few days later after no movement I reached out to James Allen a fourth time to get a status update. The woman I spoke to stated she didn't see notes about the return of my necklace/mounting only (made me mad of course) but she said she put a note in there to refund my pendant and send the diamond back to me. Few days later the item is delivered to me, but I'm traveling for the holidays and couldn't be there to open it right away. I noticed I don't have a refund pending so I reach out to James Allen for the fifth time to follow up on my funds. I was told that my refund request was canceled, they couldn't tell me why, but they did not remove the diamond from the pendant ! They wanted me to return it a SECOND TIME. I kinda snapped because... seriously? After this was all a result of your false advertising and you didn't even get it right the first time you want me to send it back and delay my necklace even further?!? She then said I could return only the pendant/mounting like I had originally wanted - why couldn't that be done the first go round? Even after I pointed out to them that this was falsely advertised? What a giant waste of my time. So now I'm here worried that I may send this back and who knows what's going to happen this time. James Allen has done NOTHING to compensate for my bad experience. They only continue to make mistakes, not take responsibility, and continue to keep false images on their website. Buyers beware !