4th delay from James Allen - Now due to moving??????????

[BeachGirlG]

Ok, so I sent my ring back on 6/1 and now my ship date went from:

6/11 - 1st estimated ship date
6/14 - delayed because it's more complicated than they thought to make a platinum v-tip head for a pear
6/17 - delayed because it didn't pass QC
6/20 - delayed because they are moving

I am really trying to have patience, but I think this is a little too much...
This is a simple platinum knife edge tiffany repro with a v-tip.
Am I being unrealistic to expect more than this????

 

[04diamond<3]

Have you asked them to be more specific? What's moving? The company or your ring?? Also, I may be wrong, but sending a ring back does take some time. I've always been quoted about 4-6 weeks for something to be changed. It does depend on their work load....Did you request a rush? Did they give you a time frame?

 

[BeachGirlG]

Their manufacturing facility is moving.
And yes, they did give me the above shipping dates of 6/11, 6/14, 6/17, and now 6/20.
4-6 weeks to change a head would be really ridiculous to me.

 

[Dreamer_D]

Typically it takes two weeks to have work done, at least, in my experience. Sometimes longer depending on all sort of factors. Most jewelers I work with don't give ETA's other than "a few weeks" so what is surprising here is the amount of detail JA is giving you, not the delays. Often a bench will have other work in line before your work. And JA cannot control their bench because they don't do the work in house (to my knowledge).

It is annoying to have a ship date changed like that. You can seek some type of compensation, or you can just choose to use a different vendor in future. Or you can just accept that things take time in the jewellery world and patience is a virtue. Your choice.

 

[YoungPapa]

Hi BeachGirl,

The email you received said your shipping date may be delayed - it didn't say it would. If your order is already finished and just in QC, it should ship shortly.

There is no such thing as a 'simple platinum knife edge tiffany repro with a v-tip', especially when you consider the work we're putting into making your ring the way you requested.

Finally, the same email that said your order may be delayed, also encouraged you to contact our offices if you had any concerns so that a manager could try and expedite your order.

All the best,

 

[SB621]

Honestly I thought your other thread was very off color. I'm not a fan of people berating vendors or businesses without communicating with them. If I remember correctly a person for JA responded to your thread with very good reasons for the delay- which unforunately were not communciated by the SA to you. Bad on them. So once again I will give you the same advise- CONTACT THEM and ask why? Ask if they will do anything to compensate you for the extended time period. obviously they want to make you happy so give them a chance and see what their customer serivce will do. If I remember correctly the VP told you to contact him directly if you have issues. I understand your frustration but I wouldn't be on PS complaining about the delay in time- especially 5 business days. I think my last ring was 3 weeks late, but I wanted it perfect not some sloppy rush job. There are real world reasons for delays and unforunatley this things happen. Once again sorry for your frustration but something can't be helped.

 

[BeachGirlG]

A manager did call and told my fiance that the ring was definately delayed due to the move, so yes there was communication...although a bit different than what the email said.

 

[04diamond<3]

Honestly I thought your other thread was very off color. I'm not a fan of people berating vendors or businesses without communicating with them. If I remember correctly a person for JA responded to your thread with very good reasons for the delay- which unforunately were not communciated by the SA to you. Bad on them. So once again I will give you the same advise- CONTACT THEM and ask why? Ask if they will do anything to compensate you for the extended time period. obviously they want to make you happy so give them a chance and see what their customer serivce will do. If I remember correctly the VP told you to contact him directly if you have issues. I understand your frustration but I wouldn't be on PS complaining about the delay in time- especially 5 business days. I think my last ring was 3 weeks late, but I wanted it perfect not some sloppy rush job. There are real world reasons for delays and unforunatley this things happen. Once again sorry for your frustration but something can't be helped.

Huge huge huge +1. I'm glad that Jim came on this thread and shared his piece because I don't understand why someone would not try and resolve this first with the vendor. It's unfair IMO. Yes, waiting sucks, but I agree with dreamer, SarahBear that I'd rather it take longer for a job well done. Anyways, I hate waiting too and I'm struggling with waiting but for a job, so I do understand where you're coming from. I just feel these things can be rectified with the vendor before anything else. Good luck and I hope you do get your ring asap! Post tons of pictures for us!

 

[BeachGirlG]

SB621,

There has been plenty of communication (although lots of it was conflicting).

I do think it's important that people share their experiences...good, bad, or somewhere in between. I have faith that I will eventually get my ring back and it will be very nice, but consumers should know just what it took to get there.

Maybe JA should re-think their policy of giving a ship date if they have to repeatedly change it...I don't know...but as a consumer, this info matters to me. I certainly don't think that's "off-color" or that I have "berated" anyone. I'm just expressing my frustration.

 

[RockyRacoon]

4 delays for the production of ANYTHING would certainly be frustrating.

It's not the length of time it has taken, but the fact that 4 stated claims were not fulfilled. A delay or two is certainly acceptable (and pretty standard), but 4 delays would seriously upset me.

I don't think you're out of line to voice your frustration on a forum of people who have knowledge and information about the particular subject.

Hopefully all is resolved in a manner that makes you happy! JA has done a great job of recovering from their mistakes in the past.

 

[SB621]

SB621,

There has been plenty of communication (although lots of it was conflicting).

I do think it's important that people share their experiences...good, bad, or somewhere in between. I have faith that I will eventually get my ring back and it will be very nice, but consumers should know just what it took to get there.

Maybe JA should re-think their policy of giving a ship date if they have to repeatedly change it...I don't know...but as a consumer, this info matters to me. I certainly don't think that's "off-color" or that I have "berated" anyone. I'm just expressing my frustration.

I'm going to dispute that as I agree about sharing experiences, but not in the form you have presented. I have written several negative reviews on PS. However, I have done it AFTER my dispute with the vendor, where I worked WITH THEM to solve the issue. I gave them a chance to correct the issue. I think coming onto a public forum and complaining about the issue is not working to SOLVE it. Please call a spade a spade.

 

[04diamond<3]

Have to agree with SB again. There's a big difference between writing a review and writing a rant. I understand the frustration, but the issue isn't resolved and clearly JA is doing what they can to help you.

 

[WillyDiamond]

Seems like the OP has been extremely patient and is entitled to vent on this forum in whatever manner she wants. I don't remember seeing a manual or rules on that. The part that bothers me the most is that they claim to have done the job but did not pass their own quality control. Someone said on this forum that if a job can be done correctly, it can be done correctly the first time by competent people. Hope you get your ring back soon and you like it.

 

[BeachGirlG]

Oh, I didn't think I was writing a review. Just expressing my frustration with the communication and missed deadlines (theirs, not mine).

And, really, is there any way to "solve" a missed deadline (or 4 of them)...

Even if my ring ships on the latest date, it doesn't change the experience of CSR's giving out wrong info or all the delays to their own deadlines...know what I mean? So, this info is relevant even if it's not a review and the transaction isn't done yet.

What I wished would've happened (and what I think would've been very good customer service) -

When my fiance purchased the diamond & the ring, that someone would've called him and said "That ring does not take a pear shaped diamond. Your options are; #1.) We can cast a new head in platinum and attach it to the ring. This will cause it to take much longer than normal. #2.) You can change to Model #blah, blah, blah which will accomodate your diamond without any changes. #3.) Any other option they had."

Maybe that's a lot to ask for. I don't know.

 

[GreenBling]

I think as a forum, posters should be encouraged to share their experiences and honest feelings whether it is positive or negative. Plus, we are talking about thousand-dollar purchases! i would expect the vendor to take the initiative to explain delays rather than me chasing them for an answer.

 

[04diamond<3]

Oh, I didn't think I was writing a review. Just expressing my frustration with the communication and missed deadlines (theirs, not mine).

And, really, is there any way to "solve" a missed deadline (or 4 of them)...

Even if my ring ships on the latest date, it doesn't change the experience of CSR's giving out wrong info or all the delays to their own deadlines...know what I mean? So, this info is relevant even if it's not a review and the transaction isn't done yet.

What I wished would've happened (and what I think would've been very good customer service) -

When my fiance purchased the diamond & the ring, that someone would've called him and said "That ring does not take a pear shaped diamond. Your options are; #1.) We can cast a new head in platinum and attach it to the ring. This will cause it to take much longer than normal. #2.) You can change to Model #blah, blah, blah which will accomodate your diamond without any changes. #3.) Any other option they had."

Maybe that's a lot to ask for. I don't know.

Dealing with CSR's can be frustrating. I probably would have asked it to go higher (to a supervisor, manager or even Jim) after the second time just to make sure things were running smoothly. I've worked in customer service for a long time and know how to run the system, at times, it seems the only way to get things done is to bring it to someone in a higher position. Anyways, I still get the feeling that JA will do what they can do rectify the issue.

 

[madelise]

The part that bothers me the most is that they claim to have done the job but did not pass their own quality control. Someone said on this forum that if a job can be done correctly, it can be done correctly the first time by competent people. Hope you get your ring back soon and you like it.

Wow, really? That's the point of QC-- to make sure things were done right! What's the point in deleting that process out, shipping out something that the OP would not like, only to have it sent back again? QC belongs in many businesses. They serve a purpose. To not have a QC would be completely idiotic.

 

[WillyDiamond]

The part that bothers me the most is that they claim to have done the job but did not pass their own quality control. Someone said on this forum that if a job can be done correctly, it can be done correctly the first time by competent people. Hope you get your ring back soon and you like it.

Wow, really? That's the point of QC-- to make sure things were done right! What's the point in deleting that process out, shipping out something that the OP would not like, only to have it sent back again? QC belongs in many businesses. They serve a purpose. To not have a QC would be completely idiotic.

Yes, a real concern. If they told her that QC stopped it from shipping to her, I have to doubt the quality of their setter. Earlier post said that JA does not do this work internally.

 

[me&myboys]

Ok, so I sent my ring back on 6/1 and now my ship date went from:

6/11 - 1st estimated ship date
6/14 - delayed because it's more complicated than they thought to make a platinum v-tip head for a pear
6/17 - delayed because it didn't pass QC
6/20 - delayed because they are moving

I am really trying to have patience, but I think this is a little too much...
This is a simple platinum knife edge tiffany repro with a v-tip.
Am I being unrealistic to expect more than this????

Feedback like this (honest, raw) is, in my opinion, what brings value to forums like these. It's beneficial to be aware of as many experiences as possible to enable one to make a fair, unbiased, "real" judgment on a vendor. We are, in the end, all adults and have the ability/right to make our own decisions based on the information we have gathered/considered to be of value.

I come on here everyday just to see what's new. I get the sense that many PSers get quite sensitive about PS-liked vendors. This is sad, I think, and doesn't help anyone. Bullying people into thinking that they've done something wrong or don't have the right to feel the way they do is just way too "highschool".

Kind of disappointing, really.

OP. I hope you get your ring soon....and that it's more beautiful than you hoped for

 

[motownmama]

I'm sorry you're frustrated. Sometimes having too much info can make it even more frustrating. If they just said on JUne 11th that it will take a couple weeks and they will email you when it ships, that would have been better. I was awaiting a UPS package that had a mistake ( not mine) in the address. On "My UPS" I could track every crazy move this thing made from coming into my state to leaving the state again to be rerouted - it even went to Hawaii for some crazy reason. This package really had a tour and while I LOVE LOVE LOVE information, seeing that my pkg went in/out of some facility at 4.25 a.m. only seemed to make me more frustrated.

I'm sure you won't have to wait too long and I bet you LOVE your ring when it comes!

 

[diamond-enthusiast]

Ok, so I sent my ring back on 6/1 and now my ship date went from:

6/11 - 1st estimated ship date
6/14 - delayed because it's more complicated than they thought to make a platinum v-tip head for a pear
6/17 - delayed because it didn't pass QC
6/20 - delayed because they are moving

I am really trying to have patience, but I think this is a little too much...
This is a simple platinum knife edge tiffany repro with a v-tip.
Am I being unrealistic to expect more than this????

Feedback like this (honest, raw) is, in my opinion, what brings value to forums like these. It's beneficial to be aware of as many experiences as possible to enable one to make a fair, unbiased, "real" judgment on a vendor. We are, in the end, all adults and have the ability/right to make our own decisions based on the information we have gathered/considered to be of value.

I come on here everyday just to see what's new. I get the sense that many PSers get quite sensitive about PS-liked vendors. This is sad, I think, and doesn't help anyone. Bullying people into thinking that they've done something wrong or don't have the right to feel the way they do is just way too "highschool".

Kind of disappointing, really.

OP. I hope you get your ring soon....and that it's more beautiful than you hoped for

You aren't the only one who noticed this. Apparently, the herd mentality and behavior here is pretty strong and differing opinions get shot down pretty fast.

 

[SB621]

Ok, so I sent my ring back on 6/1 and now my ship date went from:

6/11 - 1st estimated ship date
6/14 - delayed because it's more complicated than they thought to make a platinum v-tip head for a pear
6/17 - delayed because it didn't pass QC
6/20 - delayed because they are moving

I am really trying to have patience, but I think this is a little too much...
This is a simple platinum knife edge tiffany repro with a v-tip.
Am I being unrealistic to expect more than this????

Feedback like this (honest, raw) is, in my opinion, what brings value to forums like these. It's beneficial to be aware of as many experiences as possible to enable one to make a fair, unbiased, "real" judgment on a vendor. We are, in the end, all adults and have the ability/right to make our own decisions based on the information we have gathered/considered to be of value.

I come on here everyday just to see what's new. I get the sense that many PSers get quite sensitive about PS-liked vendors. This is sad, I think, and doesn't help anyone. Bullying people into thinking that they've done something wrong or don't have the right to feel the way they do is just way too "highschool".

Kind of disappointing, really.

OP. I hope you get your ring soon....and that it's more beautiful than you hoped for

You aren't the only one who noticed this. Apparently, the herd mentality and behavior here is pretty strong and differing opinions get shot down pretty fast.

I'm just going to disagree, perhaps it is the business women in my coming out. Feedback/ reviews or whatever you want to call it should be fair. Especially when you post something on the internet- you don't want to turn people off of any business when you only know one side of the story. That is why I always try to have the consumer contact their vendor and do everything under the sun to work it out. They should find out all the information as sometimes it is beyond the vendors means. Then post- good, bad or neutral. That is honest feedback. I personally don't want to read some emotionally charged rant about vendors etc. As already mentioned it is a pet peeve. Oh and for the record I have never worked with or bought from JA. I dont' comment on diamonds typically as I prefer to help with settings so if anything I'm a more neutral party then most. Do I have my favorite vendors- sure, but my favorite vendors dont work out for everyone so I try to give them options that might work for them and their budgets. I actually think a lot of PSers do this, not sure how you get bulleying or herd mentality from that- but hey to each their own. I personally find posters on RT to be very helpful in wanting to help you locate the best bang for your buck. If you are getting shot down for something there is probably a reason.....

 

[blackprophet]

I'm going to agree with both sides here.

I agree that people giving feedback is the reason this site exists. And whether you choose to do that at the beginning or end of your ordeal is your choice and you shouldn't be villified for it.

BUT If you have going to voice your frustration, give all the facts. You never mentioned in your original post that you and your fiance had been in contact with them. You never said that you had been given conflicting information between calls and emails. I read your OP and thought similarly to others that its unfortunate that you had delays but what did/are you going to do about it. If you had contacted them and they had offered you a 25% discount after the 3rd delay, would you still be upset? Not saying that you shouldn't but that kinda info would be integral to people agreeing or disagreeing with it being bad customer service. Its not a review, but outlining all of the reasons you are frustrated would prevent people from saying you are being to hasty.

I mean I recently went through a similar situation to you except I didn't get emails, I had to chase the vendor for updates.The ring came a full 4 weeks after the original estimate. So comparitively what you got was better.

 

[BeachGirlG]

Black Prophet,

All of the details are in other posts, but the facts are...

• They missed their own deadlines.
  CSRs & Managers (and Jim) have all given vastly different info which was extremely frustrating.
  The ring was "sloppy" when I received it (prongs not touching diamond, diamond tilted, etc) but it was going back...
  They remade the head and it did not pass QC.
  Now it is delayed because they are moving (a Manager called to confirm that even though the email said "may").
  My fiance has been contacting them, but as I said before...there really is no way to "work out" the poor communication and missed deadlines. What's done is done.

I am hoping that the ring comes back (soon!) and it is perfect. But, even if that happens, these frustrations have been part of my experience with them and nothing can change that. If I write a review, I would include this to be totally transparent.

Do I know James Allen is a very respected vendor here? Absolutely.
Do they occasionally screw up? Sure, I've read quite a few of those posts.
Is my experience typical? Definitely not.
Do I think everyone should avoid them because of my experience? Nope.

But I do think people should read everything they can before choosing a vendor and weigh these things for themselves. I did, but I turned out to be one of the rare cases where their service was not so great...

So, I apologize to anyone who thinks this is an emotional rant that is berating the vendor, but this is the actual progress of this transaction and you can choose to ignore it if you wish.

ETA: No, there was no discount offered...and while everyone loves a discount, it wouldn't solve anything. I just want my ring back.

 

[SB621]

At this point I think you have lost faith in them. You might want to call Jim or whoever was the rep that posted in this thread and just ask for a full refund back and have another vendor or someone local make the ring. I think that might be your best bet and ultimately would put you more at ease with this entire situation. Goodluck!

 

[RockyRacoon]

Bottom line - JA did not handle this properly.

They have the chance to make amends, but OP should not be vilified.

Upper management should have stepped in after delay #2 (at the latest) and babied this project until it reached the customer. I own my business, and if we screw up twice and the customer is STILL willing to give us a chance, I will bend over backwards to make sure everything is perfect and the line of communication is open.

It would be wise for JA to re-examine their customer service policy, as 'value added' becomes a more essential part of the diamond trade.

OP - hopefully this gets resolved for you in a timely manner.

 

[BeachGirlG]

Nah...It's supposed to ship tomorrow and I love my diamond.

My fiance did ask the manager if they would upgrade the return shipping from 2-day to Overnight to compensate for all the delays, but they wouldn't commit to that...

fingers crossed!!

 

[blackprophet]

But I do think people should read everything they can before choosing a vendor and weigh these things for themselves. I did, but I turned out to be one of the rare cases where their service was not so great...

And My post was just saying to put everything in the original post so that those people can read everything and make a fully informed decision. (and to avoid any confusion about how you think and feel with any of the regulars) Reading this new post puts it all in perspective, your perspective.

I hope you have a very happy ending with this and your ring is perfect.

 

[Nyc2chigal]

BeachGirl, I hope you get your ring in once piece and the way you want it!

The biased comments here concern me, and make me wonder what they have to gain by defending a mere vendor?
Who cares!?
As consumers, we are their bread and butter! The 1st priority is to make the customer happy, and WELL INFORMED!
Not everyone has an unlimited amount of $$$ to spend. If I knew I had fine jewelry sitting somewhere longer than what was promised me, I would be concerned.

Pricescope is supposed to be a consumer forum, not the other way around (I hope, at least).

Nyc2chigal OUT!

 

[yssie]

6/11 - 1st estimated ship date
6/14 - delayed because it's more complicated than they thought to make a platinum v-tip head for a pear
6/17 - delayed because it didn't pass QC
6/20 - delayed because they are moving


To be completely honest I think most people associated with this industry must have very fluid senses of time. One of the perks of dealing in luxury goods I suppose - there's just no such thing as a mission-critical deadline! In any case I have to say that over the course of dozens of projects I've learnt that vendors rarely conform to the timelines they specify - sometimes projects will be done three weeks early, sometimes they'll be done three weeks late, sometimes I'll get updates without requesting them and sometimes I won't... by just accepting it and removing my expectations I've avoided a lot of stress!

Of course there are exceptions. Victor Canera responded promptly and thoroughly to my emails, finished, photographed, and shipped the ring exactly when he said he would, called me right away on having difficulty orienting the stone the way I wanted...
I have also been very happy with WF in terms of meeting expectations for both content and timeframe of communications and deliverables, but I give Sheerah and Vera the credit for that - the first SA I worked with (who left the company) drove me a bit batty.


Well, to get to the point of the ramble - I sorta take the delay itself for granted, so given that, the one thing that really surprises me is that they're keeping you updated (without you bugging them) on the various delays - that is NOT the norm in this industry! Three separate communications in 6 business days is a LOT. I'm impressed, honestly, even if the content isn't what any of us wants to hear.

I hope that everything works out and that your ring is beautiful!!!