Choosing James Allen was my worst decision

[kumasue]

So I paid for a D VS1 carat diamond for $15,550 SGD. Everything was fine, they charged my cards with no issue.

Till about 24 hours later they sent me an email saying they're unable to take up my order. Instead of refunding me they're asking me, as a customer to do a manual chargeback.



After calling my bank do I realized that this chargeback takes 60 days and I have to pay extra interests while it is pending investigation.

Seriously why is James Allen. Causing me, a consumer unnecessary stress? I paid for a diamond with my own money. Expecting to receive what I paid for.

Here they are turning my life upside down. Giving me unnecessary stress making me having to head down to lodge a police report and head to the bank so that I'm able to get a merchant dispute.

This should be marked as a fraud by James Allen.

I've contacted their customer service and none of them are able to help me


So much unnecessary stressed caused by James Allen while it takes 60 days up to even 120 days for me to even be able to get my money back. I'm located in Singapore so the laws here may be different from america. I've already cried over it and now I'm going to live in agony until the money has been refunded while having to fork out more money just to wait for my money to be returned.

 

[MissGotRocks]

Not sure why this diamond purchase won’t go through. James Allen would have to explain that to you and yet they are telling you they don’t know why either. Was the amount over your credit card limit? I am sure it will all get resolved but you are losing time waiting on the refund. Next time make sure you are dealing with a reputable company that does business with overseas customers. I would highly recommend Whiteflash!

 

[smitcompton]

Hi,

Several years ago, I tried to buy a diamond from James Allen, and I gave my CC info to them. They came back and needed other information I was not prepared to give them. My order was canceled, and I just thought I would never use them again.
What bothered me was I was not told any of this before I gave them my CC info. They had not processed my order as I wouldn't give them the additional info they wanted, so my CC had no charges from them. I would be annoyed if I were you, more than annoyed. I feel for you.

Annette

 

[kumasue]

Yes it was over my card limit but I transferred more money into my card and they charged it without an issue.

Honestly now I'm just too scared to buy anymore diamonds online anymore

 

[Kya]

I would definitely be turned off by this. Have you requested to discuss this matter further with a higher-up such as a supervisor?

 

[kumasue]

Yes I was already talking to a manager and apparently it's their "protocol" and their unable to do anything about it.

What turns me of is how they aren't really "sorry" for placing me in this position.

 

[Lookinagain]

have you spoken to their service, Forter? it sounds to me that they are the ones who stopped the transaction.

 

[lulu_ma]

Can't you just dispute the charge with your credit card company? Then it becomes JA's problem.

 

[MissGotRocks]

Yes it was over my card limit but I transferred more money into my card and they charged it without an issue.

Honestly now I'm just too scared to buy anymore diamonds online anymore

Not exactly sure how this works? I am assuming you are talking about a credit card and the company would have to increase your credit limit. Or did you pay more on the balance owed? Or was this a debit card? I guess the next time you make a large purchase, you would need to make sure that the dollar limit on it was already sufficient for the purchase. I am sorry this happened but hopefully it can be prevented in the future. Don’t give up!

 

[Lookinagain]

I really can't help with what appears to be an international credit card transaction that you say was "over your limit" but you transferred more money into the card. As @MissGotRocks says, it isn't something I'm familiar with. However, it does seem odd, that if you do a "charge-back" which, again, I'm not familiar with, that your bank says it takes 60 days. Why? Did you ask your bank that? Calling this fraud on JA's part seems a bit uncalled for. They haven't stolen your money, you just don't like the process (which I can understand).

 

[kumasue]

It was on a credit card. There was more than enough balance. Issue is they wouldn't refund me my money

 

[lulu_ma]

It was on a credit card. There was more than enough balance. Issue is they wouldn't refund me my money

Contest the Charge with your credit card company. JA has your money but is unwilling to complete the transaction. You should not have to pay interest for an issue on their end.

 

[kumasue]

My bank said I had to pay the interest for the amount charged for the two months that investigation is pending sadly.

But I can appeal the charge and it's case by case basis so fingers crossed on it

 

[Lookinagain]

My bank said I had to pay the interest for the amount charged for the two months that investigation is pending sadly.

But I can appeal the charge and it's case by case basis so fingers crossed on it

what investigation? you didn't mention that before. The purchase didn't go through, and you did a charge back that JA said they would accept. Why does this require an investigation. I think you need to speak with your bank to understand this process.

 

[kumasue]

My bank said it will be opened as a merchant chargeback but they need time to investigate.

I'm not entirely sure why as they didn't get into detail but it takes up to 60 days to get my money back into my card

Although when I googled it take 4 weeks for simple or up to 120 days for complex

It's a DBS bank located in Singapore.

If the online notification is correct I'm finger crossing for it to be completed in a month

 

[Karl_K]

Sorry this happened to you.
Its not horribly uncommon with international credit card purchases but if the vendor does not contest the charge back I do not see why it should take 60 days.
I am not accusing you of fraud just trying to explain something....

The reason they make you do a charge back when they get a fraud alert is they can be left holding the bag owing the amount of the refund out of their pocket and not receive the original payment amount if they do a standard refund on a fraudulent transaction.
Its much safer for them to eat the charge back fee which can be a lot of money on a large purchase.

 

[Lookinagain]

well if there was a fraud alert, that explains things more than the info originally posted. That explains the need for an investigation. Doesn't mean that you were doing something fraudulent, but the circumstances apparently sent out a red flag, for whatever reason. Could be many things, not personal to you.

 

[kumasue]

Even so. Thanks to this I waste $150 in exchange fees and extra $250 in interests. Plus a 60 days of waiting time according to my bank

James Allen just turned my life into living hell
(Neither of this interests and money can be waved by the bank)

 

[kumasue]

So after a good 36 hrs of emotional roller coaster, heading to the police station right in the middle of the night. heading to the bank during my lunch hours and skipping my meals for it. For them to finally decided to refund me.

I hope I can receive my refund in a week.

And they should remove that risk free retail since it's definitely wasn't risk free for me

 

[lulu_ma]

@kumasue what an ordeal! I’m so glad that you are getting your money back without having to incur all the bank fees!

Once the dust settles, I hope that you can still find your dream stone. Don’t be afraid of Whiteflash or Brian Gavin Diamonds. They are both well established but smaller/ flatter organizations where you can get a straight answer. JA is part of a huge conglomerate now. Or, if you want to work with someone local to you, people seem to like Jann Paul.

Good luck!

 

[DejaWiz]

JannPaul would be a local jeweler... hopefully their store isn't too far from you.

545 Orchard Road, Far East Shopping Center, #1-23, Singapore 238882

 

[Ibrakeforpossums]

I wish Gina Drosos would read this thread.

 

[yssie]

So after a good 36 hrs of emotional roller coaster, heading to the police station right in the middle of the night. heading to the bank during my lunch hours and skipping my meals for it. For them to finally decided to refund me.

I hope I can receive my refund in a week.

And they should remove that risk free retail since it's definitely wasn't risk free for me

So you bought via credit card and JA’s processing company declined to fulfill the transaction for some reason, and JA told you to do a chargeback to “get your money back.”

But if JA’s CC processor declined the transaction, that means it didn’t actually process, correct? So it should still show as “pending” in your current statement?

You don’t owe interest on pending transactions…

Edit: I see that they refunded you via CC.

 

[Sparkledrops]

I'm so sorry you've had such a terrible ordeal! My nerves would have been shot. So happy everything is working out!

 

[seaurchin]

Yes, I also feel for you.

I have no idea what could have happened there but, regardless, it would be awful to think you are buying a beautiful diamond and instead discover that not only are you not getting the diamond, but your money is being held too and possibly with fees! I am glad it's getting sorted out now, at least.

 

[whitewave]

what investigation? you didn't mention that before. The purchase didn't go through, and you did a charge back that JA said they would accept. Why does this require an investigation. I think you need to speak with your bank to understand this process

Charge backs require personal statements of what happened that you have to send them and then they have to investigate etc. it’s a giant mess And it’s wrong of James Allen to do this.

 

[kumasue]

Hi I bought it with a credit card. It was charged and fees has already been charged too. (It was already processed)

Only then did JA finally finish their investigation on my personal details to cancel out my transaction.

So no, it's not pending but charged and interests will roll until the refund hits my card

 

[kenny]

Kumasue, you just posted all the digits of your VISA card.

How do you expect us all to use it if you don't also post its expiration date the the security code on the back?

 

[kenny]

Kamasue, I see you deleted your post that had a screen shot of your phone, which displayed all 16 numbers of your VISA card.

Good thing I notified you.
You're welcome BTW.

It was up about 20 minutes so I'd worry about how many people (and bots) took a screen capture of it.

If I had done that I would immediately call my CC company.
I'd tell them that I posted a screen capture of my phone displaying all 16 of my VISA card's digits on the internet for all the world (and spy bots) to see for 20 minutes, and request a new number.

 

[Ibrakeforpossums]

He posted the numbers on his VISA card? Oh dear, oh dear. Kenny, thank you for warning him.
I tried to buy a diamond from JA a few years ago and they didn't want to accept my CC either. As if living in Wisconsin isn't bad enough.