Livid with James Allen!

[LolaRVA]

I hope this is an appropriate place to post, I wonder if there's a Pricescoper or JA contact on here who can help me out. I'm extremely upset -
I ordered a solitaire diamond pendant in May. Received the necklace, the setting was crooked (a 4-prong basket, the connections holding basket to chain were uneven which of course made the whole thing sit askew on my neck) and I also wasn't thrilled with the stone. I was told I could send back three times at no cost to me, so I thought, "the customer service seems to be good thus far, people on Pricescope and other places seem to have good experiences, instead of a direct return I'll exchange for a replacement setting and stone and see if we can get it right this time" Replacement piece comes last week and there's an inclusion that's more visible than I'm comfortable with, it seems smarter at this point to process a return.

I chat with customer service today and was informed that I will only be refunded the cost of the stone (the second stone I purchased was $70 more than the first). They will not refund me the $280 I paid for the setting, even though that first setting was no good to begin with. This to me is ABSURD, and not the way their policy was represented to me in my customer service interactions! Clearly had I known how this policy works, I would've sent all the items back the first time around and cut my losses.

I did not receive a final, correct finished product from JA until last week (again, the first setting was crooked, i.e. DEFECTIVE). Now they're telling me that since the initial (again DEFECTIVE) item was purchased over 30 days ago, I'm not entitled to the refund. I find this unreasonable and unacceptable. Now I have to wait for management to review on Monday, but it seems pretty cut and dry to me - my "30 day" refund period begins when I have received a non-defective product, no sooner than that.

People on this site seem to speak highly of JA. Any recommendations for where to go from here? This is the type of situation that, IMO, deters people from purchasing online. I definitely won't do it again. Thank you in advance.

 

[tkyasx78]

I would wait to see what management says before getting too worried.

I'd love to see pics of the completed correct project!!

 

[LolaRVA]

Thank you. Unfortunately, at 6.5 months pregnant, calmness and patience are not virtues that come easily for me!

I must add, I took a closer look at the pendant, as I had only really inspected the stone upon first receipt and hadn’t yet tried the necklace on. I see that the chain-to-basket connections are STILL CROOKED! The left connection juts out to the side, the right is angled more upward. It’s hard to show in photos, much more pronounced in real life. I paid almost $3,000 for something sight-unseen, I think I’m entitled to expect perfection and I’m so disappointed.

I hope JA does the right thing! I do think it’s helpful to share the experience with others, so we can all be informed and cautious consumers.

 

[PintoBean]

I'd ask mods to move this to rockytalky so that it gets more traction. Press "report concern" and put the request in the comment

 

[shoechick]

Hey @LolaRVA, did you hear back rom JA? Hope everything gets worked out.

 

[diamondseeker2006]

Almost everyone who is a regular participant on the forum has bought online, and it's often because we can access bettter quality stones and settings than we can locally! So don't let one bad experience discourage you just yet! Return periods usually are clear cut, but this was an unusual situation. I cannot understand why they'll allow the return of the second diamond beyond 30 days but not the setting. Hopefully the management will resolve the problem.

 

[WillyDiamond]

There have been many mixed reviews of JA on this forum over the years.

OP, if you don't get satisfaction from the CS people, and I expect you will not, go straight to Mr. Schultz the owner. He does not want negative feedback on PS, it effects his sales.

Good luck.

 

[sledge]

Good advice by @WillyDiamond. I might add it would be to your benefit to be calm, collected and factual. Mistakes happen. The CSR you will speak to will undoubtedly not be the one that caused your problems. As such I've learned that expressing modest angst but mostly respect and dignity I am able to navigate to the most favorable outcome.

Also be cognizant when you aren't getting the desired results and simply ask to speak to their boss. There is no sense battling an issue with a person that either isn't listening to you or simply can't provide what you need.

Please be sure to let us know how this works out. While I am not the biggest fan of JA this seems like a simple issue to correct on their behalf.

 

[LolaRVA]

Thank you so much for the feedback, everyone. I was notified at 11 a.m. Monday that JA will give the full refund, however my return shipment must be postmarked by the end of that very same business day. As one might imagine, I don't consider it smart to carry around jewelery that I’m seeking to return (Murphy’s law, right? Such an item would surely disappear...), so I skipped a meeting and lunch in order to run home and get the necklace. Fortunately for me I live just 15 minutes from my work, and there’s a FedEx around the corner.
Whereas I’m pleased that they’re honoring the refund, such strict conditions for the return seemed a bit unfair. Had I a longer commute or other obligations, I likely wouldn’t have been able to get the package out in time. Might’ve been more reasonable for JA to require postmark in 24 hours.
Hopefully others will learn from my experience, be sure that return policy applies to all components of a piece even in event of an exchange. If not, it may be smarter to return the item and start your order over.

 

[sledge]

Wow, that is pretty stinky of them to put those type of time requirements on you. Did you ask for a 24 hour window, and they refuse -- or you just decided to meet what they proposed?

Either way, I am glad it worked out in your favor. Sorry for the bad experience.

Are you going to buy a new necklace from someone else?

 

[LolaRVA]

Wow, that is pretty stinky of them to put those type of time requirements on you. Did you ask for a 24 hour window, and they refuse -- or you just decided to meet what they proposed?

Either way, I am glad it worked out in your favor. Sorry for the bad experience.

Are you going to buy a new necklace from someone else?

I thought about challenging the time requirement but in all honesty it was easier at the moment (i.e. being at work) to comply and avoid further conflict. Worst case scenario would’ve been that I spent another hour or two trying to negotiate but would still have to run around to send out same day.

I really do want a new necklace. I read the threads on here and so many seem thrilled with their online purchases, but it still seems so risky! I’d like to find a good deal on a 0.9 carat, just not sure if I’m up to doing the research right now. Can you recommend some reputable sources?

 

[sledge]

I understand the ease in just dealing with the mentally challenged vs arguing with them. The struggle is real.

And yes, I can help you find a stone. What's your budget and criteria?

 

[canuk-gal]

I understand the ease in just dealing with the mentally challenged vs arguing with them. The struggle is real.

And yes, I can help you find a stone. What's your budget and criteria?

what does this mean? I can only hope this is a big typo because you wrote/what I read is outside of anything I understand or could comprehend. wth not good

 

[PintoBean]

what does this mean? I can only hope this is a big typo because you wrote/what I read is outside of anything I understand or could comprehend. wth not good

I think he's saying that the JA rep giving such a short window to return the piece is a reflection of that rep or company being mentally challenged, so OP was better off just leaving to fetch the piece and return it despite his work obligations bc arguing with the rep or company would be a struggle due to the diminished mental capacity of the rep or company

 

[srke]

There are many online vendors that have a good reputation but I think they all have, at some point, gotten some negative feedback. The real measure of a company is what they do to resolve issues when they arise, and in this case it sounds like they just compounded one issue with another. I'm sorry about your experience, I know how stressful it is to have to worry about these sort of problems.

There are however many vendors that are recommended on these forums that I wouldn't hesitate to purchase from just from the reviews of their customer service and what they do to fix problems if they arise.

I recently had a small (.38ct) solitaire pendant made and I could not be happier with the results. The quality of the workmanship was excellent and the entire process was completely smooth and straightforward. So I hope you don't get too disheartened by this experience and I do hope you'll be able to find something with another vendor that you'll love.

 

[JPie]

I would be livid too if I were you. I hope you get this resolved to your satisfaction!

 

[tyty333]

I'm so glad that they decided to return your money. The short timeline was ridiculous...

When you sent the chain/basket back did you notify them that the loops were askew and ask them to be fixed? Just curious.

JA has lots of good interactions but every now and then they screw things up. I can see by JA "following the books" that you would
have had the pendant over 30 days but customers dont see it that way. You sent it back and had a new stone put in it. Most
people would assume the 30 days would start over. I wish JA would have some foresight to notify/warn people in these situations.

Anyway, even though it was a hassle, JA did the right thing in the end. Unfortunately for them, they have lost a customer.

You might try working with Yukietial at ID Jewelry. If you choose to stay on your own, please post the stone you are interested in and
get feedback from PSers. We can possibly point out issues that you might not see.

Good luck...when you do get your beautiful pendant...post lots of pictures!

 

[WillyDiamond]

Sledge
Happy that they are returning your monies.
Don't give up on the online / PS vendors.
I have posted in the past that I had very good experiences with Lesley at BGD for diamond pendants and earring for the wonderful women in my life. Let me clarify so no one gets the wrong idea, I mean my wife and daughter. ha ha
Best of luck.

 

[LolaRVA]

I'm so glad that they decided to return your money. The short timeline was ridiculous...

When you sent the chain/basket back did you notify them that the loops were askew and ask them to be fixed? Just curious.

JA has lots of good interactions but every now and then they screw things up. I can see by JA "following the books" that you would
have had the pendant over 30 days but customers dont see it that way. You sent it back and had a new stone put in it. Most
people would assume the 30 days would start over. I wish JA would have some foresight to notify/warn people in these situations.

Anyway, even though it was a hassle, JA did the right thing in the end. Unfortunately for them, they have lost a customer.

You might try working with Yukietial at ID Jewelry. If you choose to stay on your own, please post the stone you are interested in and
get feedback from PSers. We can possibly point out issues that you might not see.

Good luck...when you do get your beautiful pendant...post lots of pictures!

Yes, I did notify of need to fix the setting, the return was 2-part (replace stone and fix basket connections). After I returned the first time I was sent a notification that they were making a new wax model for the setting, which required extra time. So over the course of my 30 day refund window, I in fact only had the necklace for about 10 (a few days for the first version and another few the second). Perhaps it’s just the nature of that setting itself, they couldn’t get it quite right. But it would’ve bothered me for eternity, especially since that style (on a 16-inch chain, nonetheless) isn’t very forgiving if even the slightest aspect is off. And like I said, it’s a lesson to others to be extra clear on return policies

 

[LolaRVA]

I understand the ease in just dealing with the mentally challenged vs arguing with them. The struggle is real.

And yes, I can help you find a stone. What's your budget and criteria?

Total budget $2,500. Trying to find something around 6.15-6.25mm (bigger always better...) in white gold (for a pendant I’m not too concerned about metal, 14K works). I’d love to hear thoughts in re: safest color minimum for a pendant, as I think there’s a little more leeway than in a ring (i.e. my e-ring is a G but even when I was comparing G to I for that stone the only place I worried about color was the side because the setting is fairly open. I wouldn’t be seeing the sides of a pendant-set stone the way I’d stare at a ring all day). The first JA stone I got was a J and psychologically I couldn’t handle it. So I’m thinking GIA I or better. I’d love to find an eye-clean SI2 if I could to keep cost down.
I see that the HCA denotes a specific range for pendants. I’m interested to understand why that is. Do you know the specific dimensions that work better in a pendant than in a ring?

 

[LolaRVA]

Total budget $2,500. Trying to find something around 6.15-6.25mm (bigger always better...) in white gold (for a pendant I’m not too concerned about metal, 14K works). I’d love to hear thoughts in re: safest color minimum for a pendant, as I think there’s a little more leeway than in a ring (i.e. my e-ring is a G but even when I was comparing G to I for that stone the only place I worried about color was the side because the setting is fairly open. I wouldn’t be seeing the sides of a pendant-set stone the way I’d stare at a ring all day). The first JA stone I got was a J and psychologically I couldn’t handle it. So I’m thinking GIA I or better. I’d love to find an eye-clean SI2 if I could to keep cost down.
I see that the HCA denotes a specific range for pendants. I’m interested to understand why that is. Do you know the specific dimensions that work better in a pendant than in a ring?

I’m also thinking I may be better off with a setting like this (I’m sure there’s a term for it that I don’t know). I just wish there was a way to keep the clasp from spinning around to the front, which is what always happens to me and why I was so hopeful about the JA setting.

 

[tyty333]

Yes, I did notify of need to fix the setting, the return was 2-part (replace stone and fix basket connections). After I returned the first time I was sent a notification that they were making a new wax model for the setting, which required extra time. So over the course of my 30 day refund window, I in fact only had the necklace for about 10 (a few days for the first version and another few the second). Perhaps it’s just the nature of that setting itself, they couldn’t get it quite right. But it would’ve bothered me for eternity, especially since that style (on a 16-inch chain, nonetheless) isn’t very forgiving if even the slightest aspect is off. And like I said, it’s a lesson to others to be extra clear on return policies

Do you think they made you a new setting or just used the old setting? Seems odd that both the settings would have the same problem. Other
vendors get this setting right...I wonder why JA cant. They should have (at least) added on more time to your 30 days while the setting was in
their possession.

Edit...sorry to beat a dead horse when its no longer an issue...

 

[latte_espresso]

Sorry to hear.

Seems like there are a lot of dissatisfaction with JA recently on the board. Quite glad that I went elsewhere for my stone and setting.

 

[ccuheartnurse]

Glad your issue was resolved. The great folks on here will help & you’ll get a fabulous pendant. If you had a J but didn’t like it, try an I or higher. You need to be comfortable with your choice.
For setting ideas, you can try looking on Stuller.com or Adwar.com (although the site might be a bit tricky to navigate).