Horrible customer service. Was told (multiple times)I would receive a call back from a manager. I got a delayed and cold email. I took the ring they gave me to my local jeweler and was told that the ring was of the poorest quality, finished horribly and was not something he would ever sell in his store.
This used to be a 5 star company. I’ve bought my wife’s multi 5 figure engagement ring, wedding band and many types of jewelry. Just bought a pair of diamond stud earrings at the 1+ carat size each and they broke immediately. The repair / return process sucked and they tried to say the original 30 day warranty wouldn’t be extended. I then just decided to return and buy elsewhere- very happy we did as the product is great. Big problem was customer service let alone the broken product. I returned 2/2 and chatted with JA to process my refund already as I had a payment due on 2/20. They told me they process whenever they want and I should tell Affirm to deal with the payment issue. Needless to say, I was charged by Affirm 18 days after I returned a busted product. Now I have to deal with that nonsense- James Allen lost its touch and doesn’t give a flying F. The only reason this isn’t 1 star is because of how good the engagement ring and wedding bands have been. Fix that crappy service, don’t sell product that breaks. Rules 1 and 2. Most importantly, don’t hold my account hostage and force me to have a payment when I returned the crappy product weeks in advance. Not good JA
The designs are amazing, the catalog is easy to navigate, and the prices are unbeatable. However, the service leaves much to be desired. I’ve purchased several rings from this store because their pricing is far better than many others I’ve compared. Unfortunately, the ring sizing is very inconsistent. One of my rings had to be sent back three times for resizing since it was never done correctly. I was without that ring for almost three months, which was quite frustrating.
Alwaya great prices and fast turnaround. I thought the gems would be larger in real life. But maybe didnt have a good comparison in photo. Maybe a photo with earrings next to a ruler would help? Otherwise Im always happy with the product and hope to buy much more in the future.
I have used James Allen in the past with great results…not this time. Their presentation was the usual beautiful box, with the usual pomp and circumstance. When I opened the beautiful box, I saw a cross pendant that was as big as my pinky finger nail. I bought it for my wife, not an infant. There was no size description on the website or the usual model presentation…I can see why. So, I returned the item, in its original packaging for a refund. Here’s where it went south…so far, it has taken 2 months and 4 phone calls to attempt to get my refund…still no refund. Now they tell me that their refund department is very busy (gee, I wonder why), and once it’s “inspected”, I should receive a refund in about 10 days…it took literally seconds to take my money, but months to get it back? I will NEVER buy from them again…Buyer Beware!
If I could rate below zero It’s horrible They would email you they don’t have the stone so you can pay extra then when you refuse they make excuses and never returned my money back and it’s been more than 2 weeks after wasting my engagement plans but they never care
Horrible company. Terrible about progress updates as to when you jewelry will be finished and delivered. We were heading out of town checked the website, because we heard absolutely nothing from JA over a 6 week period, and the website said the ring was still be evaluated for quality. Well they sent the ring with A SIGNATURE REQUIRED. UPS left the ring, or so they say, with absolutely no one home. JA basically said “Not our problem. Contact UPS” We demanded to know why the ring was left with no signature. They danced around about it for a week and finally sent us “proof of signature” (which was utterly impossible as no one was home) which was some illegible chicken scratch they claimed was proof. We still haven’t gotten it resolved. The whole thing has been astronomically next level outrageous. Now they want us to file a police report. For what??? WE WEREN’T HOME!!! HOW IS THIS OUR PROBLEM??? We are again out of town and have to start dealing with it again when we get home. Needless to say we’ll never ever ever ever ever ever ever use James Allen again. Buyer beware. Update, you didn’t provide any proof of anything. Some illegible scribble you came up with is laughable. So is this “signature” supposed to belong to? The deliver driver asked for the actual name? You keep refusing to answer this?
Beautiful custom ring, everything she wanted!!
My partner purchased a 1 carat diamond and white gold pendant for me this past Christmas. Disappointingly, the clasp broke on only the second use. We requested a return or replacement immediately, yet it is now mid-February and the item is still "in repair."It is unacceptable for a brand-new piece of jewelry to fail so quickly. To be told that the delay is due to the repair department being "busy" is deeply concerning, as it suggests a high volume of defective products. Customer service has provided no meaningful updates or solutions. I am requesting an immediate replacement or a full refund, as the repair route has proven inefficient.
I enjoyed this process and the ring is beautiful
I ordered a sculptural wave band with a IGI 1.59 Carat Fancy Vivid Blue-VVS2 Pear Shaped Lab-Grown Diamond ring to wear on my right hand as a stand alone statement piece. It’s absolutely gorgeous. The most special part was that I was able to select the color that I wanted in a unique setting.
Avoid. Two years ago, we bought some stud earrings for a very special birthday, that cost several thousand dollars. To cut a very long and tortuous story short, once my earrings were ready, they shipped them to the wrong address on the other side of the world, and we received some poor guy's engagement ring, which I am sure, ruined his proposal plans. We didn't feel at all supported by this company with the massive mistake they made, just a ' how bad, too sad' attitude. Although grateful to finally receive the earrings eventually, sorting this out took weeks and completely ruined what should've been a wonderful gift and occasion, and for the other people involved too. The contact at JA did not offer even a small reduction on the considerable price we paid as a gesture of goodwill or even a small discount on a future purchase, not that we'd consider buying from them again but it would've shown a little decency that they had tried to make amends, but nothing. There's many wonderful online retailers out there that DO care, James Allen used to as I'd watched them for many years on a diamond forum but now, the customer service is just not there. I can no longer recommend them to anyone.In case anyone from this company responds that they cannot find a record of this transaction, my order number is 1001728151 Thank you for bothering to reply but it is clear from your response you still don't get it and you couldn't care less. OBVIOUSLY I contacted your management to resolve this, in order to get my earrings sent to where they were meant to be and for the other poor guy to get his ring! Chances are you wrecked his proposal. None of you showed any empathy, constantly thanking me for ' reaching out' and other cliches when I was furious and upset at your unprofessionalism as anyone would be. A decent company would've apologised properly for what went wrong, explain how they would prevent this happening again in future, yet nothing beyond fake cheery non apologies and ' we hope we can help you in future!' No thanks.
I’ve been very disappointed with my experience with James Allen after reading such glowing reviews on their site. They advertise next day shipping, but don’t do a good job of disclosing how long it will take them to create the ring originally so make sure you have plenty of time before you need them. I ordered two wedding bands, one for my fiancé, one for myself. His band was great but needed to be resized, which has now taken a month and a half, and we still haven’t received it back. My band had a white gold band with a yellow gold inlay, but the inlay was clearly not poured well and was missing from multiple spots. They still sent to me despite going through a quality review step before sending the bands out. Doesn’t seem like the quality review actually caught anything.
Everything about my engagement ring order went smooth and she loves the ring! Thanks!
The diamond pendant was a great value and great quality. The only issue is the 2 carat diamond didn’t sit well in the necklace mount it came with. It dips down which took away from the beauty. I ended up having it remounted at a local jewelry store and it looks fantastic now.
I sent my fiancée's engagement ring back to James Allen for a resize, and when it came back the ring was broken (missing prong and catching), despite it going through a 'final Quality Assurance inspection'. This was incredibly frustrating because the resize process took over 1 month.I immediately sent the ring back for repair on Jan 6th, but have not heard anything. I was given the run-around about "holiday volume" delays, which is insulting given that this is a repair for damage they caused.On Tuesday (Jan 27th), a support agent promised that a Service Manager would contact me directly to expedite the fix. It has been 48 hours and I have heard nothing. I am stuck in a loop of generic support emails while they sit on a broken ring that they are responsible for fixing.My partner has only been able to wear her ring for a few days since I proposed in mid-November, it is now almost February. Really disappointing experience.Order: #1006795508
Gorgeous stone - cut, color and setting. The packaging was immaculate. I am very happy with my purchass
I sent my ring back 3 weeks ago. I’ve received no update, no replacement, no information on what is happening. Worst service ever
I returned my order on 1/7/2026 and I am still waiting for a refund. I’ve been told it takes up to two weeks for diamond to be inspected and refund initiated. It has now been 17 days and still no refund. When I asked where my refund is, I was told they didn’t receive it until 1/13/26 and I must wait 2-3 weeks. This is totally unacceptable and shows bad customer service. I won’t be using this company again.
Exceeded my exceptions from the packaging which I adore to the craftsmanship of my earrings. Tracking and delivery was seamless- 10/10 experience.
