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James Allan major dissppointment...is this normal for online retailers?

M

MarkSab

Rough_Rock
Joined
Jul 5, 2017
Messages
26
Hello Everyone

Just thought I would share my disappointment with James Allen purchase. You can see from my 1st post, the stone was a lovely 4ct stunner! Upon placing the order, I paid in full w/my CC, and JA orders the stone from India. The delivery took an extra week to arrive, after multiple communications and missed deadlines, held up in customs, etc . Life happen...so I grant them a hall pass for the multiple delays....and we love the stone so the wait was well worth it.

We decided to go with a mount from JA, they emailed a return label, we overnight it back, and give us a 2 week completion time frame to mount the stone. It's a stock mount, nothing custom, and a straight forward gold band....Well, low and behold 2 weeks comes...and goes and no completion date! I chat with CST agents telling me it's been so busy b/c of a big sale (which started a few days AFTER they received by stone back).

Beyond frustrated, aggravated, and annoyed, I call the main number, explain my level of unhappiness about the multiple missed deadlines. I asked them to get it done w/in the next 24 hours or issue me a refund. Without an eye blink, they issued a refund..Perfect. Let's end this non-sense. Really, I expected them to say no problem, we will get it done, and wanted this ring completed over a refund...thinking they won't walk a $23k sale too easily.

Was I being overly difficult and demanding and unrealistic? Is this normal for online Jewelry companies to push aside a buyer when things get busy? It's not the holidays, when things really come unglued for most etailers, myself included. So I find myself back in the marketplace for a 4ct round stone, triple x, lower color is fine. If anyone can make a recommendation for a company that can deliver on time, I would appreciate the recommendations.

Thanks for listening...and input what to do next!
Mark
 
To be fair, I would be careful about issuing ultimatums unless you're ready to be disappointed.

Having said that...Yikes! I'm surprised they wouldn't put a priority on it, based on the cost alone.o_O I guess, as a major retail store, they don't put as much effort into customer service.
 
That is really weird.

What shape was the stone? 23k sounds really low for a 4carat stone.
 
I can understand the frustration with waiting, but considering the fact the stone was sent to you and then back for mounting, the timeframe doesn't seem excessive. Keep in mind that although it's a stock setting, depending on which one you chose, they may have to make it specific to your stone.

While I agree it seems rather reactionary to simply refund you, I sense they opted to take that route over rushing the setting and send you a ring that was less than ideal.
 
I should use spell check before starting a new thread too. LOL. Can't edit the title I guess?
 
Well, I guess if the stone had arrive when expected, it would have been a little easier to stomach another delay. I honestly thought 2 weeks to order a mount, mount it, and send it back sounded like a fair and ample amount of time to get this done...but maybe it's not enough time.

I didn't tell them I needed it done w/in 2 weeks. It's the software they use that gave me the time line of 2 weeks...Honestly they should think about a VIP program. One size fits all in the luxury goods market seems a little odd.
 
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Their tracking details default at 2 weeks - regardless of the complexity of the setting or stone shipping location. So, sometimes I've received my orders earlier or slightly later than estimated.
 
Unrealistic? No. We should be able to count on deadlines given to us, or be notified otherwise. Overly difficult and demanding? Yes, you were. I have a feeling that if you had approached it with explaining your frustration and asking what they could do to amicably resolve the situation it would have gone much better (it might have been a bit more delayed, but you'd still have a diamond you loved). But you gave an ultimatum, they knew they couldn't finish it for you within the timeframe you demanded, so instead of continuing to disappoint you they accepted your request to refund your money. Because you gave them an either/or and they chose the "or", now you're screwed. I completely understand that you were hoping they'd choose the "either" but when you play hardball it doesn't always go your way.

And I'm not unsympathetic. I'm currently WAAAAY delayed on my projects (1 engagement ring, 3 bands). We're talking over a month longer than first quoted. And I've had the desire numerous times to say "either/or". But when it came down to it, I wasn't willing to accept "or" so I've just continued to suck it up.
 
MarkSab said:
I asked them to get it done w/in the next 24 hours or issue me a refund. Without an eye blink, they issued a refund..Perfect. Let's end this non-sense. Really, I expected them to say no problem, we will get it done, and wanted this ring completed over a refund...thinking they won't walk a $23k sale too easily.

Was I being overly difficult and demanding and unrealistic?
Click to expand...

It seems they did as you asked. If it wasn't already finished and ready to be shipped, then JA knew they could not grant your wish/demand of the 24 hour ultimatum... so they did exactly what you asked them to do -- they issued a refund. Do I think your demand of 24 hours was unrealistic (given the situation)? Yes, I do. I also think you were being overly difficult and demanding, given the situation.
 
ILikeShiny said:
Unrealistic? No. We should be able to count on deadlines given to us, or be notified otherwise. Overly difficult and demanding? Yes, you were. I have a feeling that if you had approached it with explaining your frustration and asking what they could do to amicably resolve the situation it would have gone much better (it might have been a bit more delayed, but you'd still have a diamond you loved). But you gave an ultimatum, they knew they couldn't finish it for you within the timeframe you demanded, so instead of continuing to disappoint you they accepted your request to refund your money. Because you gave them an either/or and they chose the "or", now you're screwed. I completely understand that you were hoping they'd choose the "either" but when you play hardball it doesn't always go your way.
Click to expand...

This, exactly.
 
stonewell said:
Their tracking details default at 2 weeks - regardless of the complexity of the setting or stone shipping location. So, sometimes I've received my orders earlier or slightly later than estimated.
Click to expand...

The stone's shipment time frame varies by where it's shipped from. They have diff time frames for diff stones. The time frame provided for the stone exceeded the online quote. Thus when the delays started happening again on the mount, I had enough. The icing on the cake was the chat agent telling me it was delayed b/c of the sale they ran...maybe a manager from JA watches these boards?
 
You created two separate transactions, one for the stone and another for the setting.
Unfortunately, there was a delay in both transactions, and after a month, you got no ring.

However, the first delay is something out of JA's control.
You are dissatisfied because JA did not deliver the completed stone within the quoted 2 week time frame. It sucks, but can happen. I understand. For you, it is one experience. But for them, it is two transactions.

They processed your refund request ASAP, as you requested.

Plus, I disagree that someone's order moves up in queue just because the person spent 20k+. Every engagement ring is important, and should be processed on a first come first serve basis. Correct, you had an existing order for the loose stone and can argue that your order for the setting should be on top priority. It does not appear that's how JA's logistics work as a big company that produces goods in MASS.
 
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MarkSab said:
The stone's shipment time frame varies by where it's shipped from. They have diff time frames for diff stones. The time frame provided for the stone exceeded the online quote. Thus when the delays started happening again on the mount, I had enough. The icing on the cake was the chat agent telling me it was delayed b/c of the sale they ran...maybe a manager from JA watches these boards?
Click to expand...

having some experience with shipping overseas.... it is VERY tricky and NO date can be guaranteed. there are so many factors that can come into play when you have an overseas shipment, especially a very expensive one and that is absolutely out of their control. Basically you have to sit back and wait. Not their fault.

I think it was good of them to refund you so quickly instead of leading you on.They have a lot of customers that they are pushing through a que and being that you waited to order a setting till you got your stone, you're at the very end of it again. They are not a mom and pop business with a handful of customers so you're not going to get that experience of someone holding your hand through this.
 
I think it's a shame you missed out on that nice 60/60... :(

Were you really on that tight of a deadline to miss out on it? @MarkSab
 
msop04 said:
I think it's a shame you missed out on that nice 60/60... :(

Were you really on that tight of a deadline to miss out on it? @MarkSab
Click to expand...

I agree... If the OP isn't on a specific deadline, they may be able to unwind the refund. The setting is already in the process of being made. If so, I wouldn't reach them by chat though. I would call and ask to speak with Josh, the CS manager directly.
 
msop04 said:
I think it's a shame you missed out on that nice 60/60... :(

Were you really on that tight of a deadline to miss out on it? @MarkSab
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I agree. It is a real beauty.
Plus, you may have ordered a stock setting. But mounting a 4ct can turn into a custom work. After all, not all setting can accomodate a 4ct stone, and in some cases, there is a surcharge.

You bought a very special stone.....
 
I also ship a few hundred thousand packages a year with Fedex, so I can accept a delay on an international delivery of the stone from India. The 2nd delay was w/in their own control. They had the stone in their possession for 2 full weeks. Honesty is the best policy. They could have said to me 3 weeks min, could take 4 I would have went elsewhere to have it mounted.

Classes of services? Seems to be the norm. Cruiselines, Airlines, Hotels, and retailers have different levels of service for those that are willing to pay for it. Flying 1st class, cruising in a suite, staying in the best rooms....will all buy you a different level of service. Private banking. The list of companies that have tiered levels of service is quite large. Really nothing new.

I applaud them for the fast refund.

So where should I buy a stone and mounting? I am a little nervous about other online merchants after this experience.
 
MarkSab said:
I also ship a few hundred thousand packages a year with Fedex, so I can accept a delay on an international delivery of the stone from India. The 2nd delay was w/in their own control. They had the stone in their possession for 2 full weeks. Honesty is the best policy. They could have said to me 3 weeks min, could take 4 I would have went elsewhere to have it mounted.

Classes of services? Seems to be the norm. Cruiselines, Airlines, Hotels, and retailers have different levels of service for those that are willing to pay for it. Flying 1st class, cruising in a suite, staying in the best rooms....will all buy you a different level of service. Private banking. The list of companies that have tiered levels of service is quite large. Really nothing new.

I applaud them for the fast refund.

So where should I buy a stone and mounting? I am a little nervous about other online merchants after this experience.
Click to expand...

It's highly elitist to think that you should have been moved up in the queue simply because you imagine the amount you were spending was higher than the amount their other customers were spending. We all, I think, understand classes of service. But you didn't pay extra for a faster service - you just bought what you're imagining to be a more expensive stone than their other customers. A larger product purchase does not entitle one to a different class of service.

You would be justified if JA had offered, and you had purchased, some sort of "jump the queue" service. That does not appear to have been the case.

I was quoted 3-4 weeks to have a diamond cut. It turned out to be 3 months. I was then quoted 4-7 weeks for the setting to be made. It wound up being 9 weeks. We had to push back our engagement 2 months because of this. Instead of pretentiously thinking our $30K should have bought us preference over other customers and throwing a fit, we were understanding of the circumstances and adjusted our expectations.

Now we have an excellent relationship with both amazing vendors, and a stunning ring.

You have no diamond, no setting, and a marred relationship with a reputable vendor who provided you an AMAZING stone at a jaw-dropping price.

My advice is to examine your own attitude, adjust your world view to include more empathy and humility, and contact JA to try to repurchase that beautiful stone.
 
MarkSab said:
I also ship a few hundred thousand packages a year with Fedex, so I can accept a delay on an international delivery of the stone from India. The 2nd delay was w/in their own control. They had the stone in their possession for 2 full weeks. Honesty is the best policy. They could have said to me 3 weeks min, could take 4 I would have went elsewhere to have it mounted.

Classes of services? Seems to be the norm. Cruiselines, Airlines, Hotels, and retailers have different levels of service for those that are willing to pay for it. Flying 1st class, cruising in a suite, staying in the best rooms....will all buy you a different level of service. Private banking. The list of companies that have tiered levels of service is quite large. Really nothing new.

I applaud them for the fast refund.

So where should I buy a stone and mounting? I am a little nervous about other online merchants after this experience.
Click to expand...

It doesn't really sound like you're applauding them for anything. It sounds like you expected JA to make the impossible happen, and when they couldn't (and refunded per your request), you were upset. I didn't read in your other posts where you mentioned a tight (or even specific) deadline, so I'm confused as to why it would be anything other than just a little more waiting on your part.

Sorry, OP, but I think you made a huge mistake letting that stone get away. Maybe a "ready-made" ring that can be picked up personally at a local vendor would be the best option for you.
 
msop04 said:
I think it's a shame you missed out on that nice 60/60... :(

Were you really on that tight of a deadline to miss out on it? @MarkSab
Click to expand...

We didn't set any deadline...until after the one THEY provided the 2nd time was broken. Seems to me like they have a flaw in the system that needs addressing. A few other buyers have had similar problems...They are EXCELLENT at apologizing. Well trained at that, I can assure you I heard it from every CST that I talked to.

Someone else wrote a very detailed review online and it's hits the nail on the head (no it wasn't me, I didn't bash them on any review site). See the feedbac from Brad H it echos my experience http://www.bizrate.com/reviews/james-allen/142162/index__start--40.html#reviews-top
 
MarkSab said:
We didn't set any deadline...until after the one THEY provided the 2nd time was broken. Seems to me like they have a flaw in the system that needs addressing. A few other buyers have had similar problems...They are EXCELLENT at apologizing. Well trained at that, I can assure you I heard it from every CST that I talked to.

Someone else wrote a very detailed review online and it's hits the nail on the head (no it wasn't me, I didn't bash them on any review site). See the feedbac from Brad H it echos my experience http://www.bizrate.com/reviews/james-allen/142162/index__start--40.html#reviews-top
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They did exactly what you asked. If you're still upset at anyone, you should be upset with yourself for letting your attitude get in the way of that amazing stone.

No vendor is perfect, and as you've stated, there was no deadline to speak of... If I were in your situation, I would call and speak with someone about repurchasing the same stone... if it's still available. The I would wait until it came in -- even if it were later than the expected due date -- then I'd enjoy the hell out of such a beautiful stone at an amazing price.
 
Bash me all you want. I wasn't promised better service than the guy buying a $500 stone. I was merely suggesting a VIP program for a company as large as JA would probably make sense! Maybe I am shopping at the wrong place that can't meet my expectations? How does a 1st time online jewelry buyer know who will deliver on a schedule they provided to the CST? I came to PS to learn. I appreciate everyone's feedback. Are some better at delivering on time than others?
 
MarkSab said:
We didn't set any deadline...until after the one THEY provided the 2nd time was broken. Seems to me like they have a flaw in the system that needs addressing. A few other buyers have had similar problems...They are EXCELLENT at apologizing. Well trained at that, I can assure you I heard it from every CST that I talked to.

Someone else wrote a very detailed review online and it's hits the nail on the head (no it wasn't me, I didn't bash them on any review site). See the feedbac from Brad H it echos my experience http://www.bizrate.com/reviews/james-allen/142162/index__start--40.html#reviews-top
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I beg to differ... I've placed several orders with JA and the order tracker clearly states the ship dates are estimated. So, unless a CSR promised a specific completion date, I don't know what more you want. Ready made is very likely your best option.

That said, you're clearly ready to move on. I will defer to the other experts here on suggesting a vendor and stones. My sense is it will be quite difficult to find one that is 4cts, of a lower color, with the desired IS results and at the price point you had previously.
 
Try smaller companies where everyone knows each other.
Sales and customer reps at bigger companies don't have a clue what happens in the production department.
Contact Good Old Gold or ID Jewelry.
 
The fact that you are spending what to you is a lot of money does not really guarantee fast/accurate timelines with ANY of the vendors that get talked about here. I have heard mention of missed deadlines with pretty much all of the vendors. They get busy. They are jewelry-makers and not necessarily the best at managing expectations. Some people catch them at a good time and get their goods ahead of schedule. Others catch them at a busy time and have to twiddle their thumbs for a while - it's the luck of the draw.

And even small companies like Good Old Gold make use of third parties. It's for that reason that my timeline with them stretched out so long. Unless everything you want is already in state-side inventory and ready to go, you really get no timeline guarantees.

And we are not "bashing" you - we are giving you honest feedback. I can't believe you're not going to go back after that stone. *I* want that stone - it's so gorgeous!
 
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