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

flyingpig said:
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.
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Sounds great. i will reach out to ID Jewelry. Thanks for the suggestion. I really agree. JA seems like the left hand doesn't talk to the right....a disconnect was very evident.
 
This is why many people don't tell the true story of their experiences-- posters here jump on them with attitude instead of explaining what their point of view is of where things went wrong.

Let"s try to help him instead of jumping on him with attitudes...
 
BTW, I also think you should call Yekutiel with ID Jewelry in NYC. He may even be able to see if this same stone is available.
 
MarkSab said:
Sounds great. i will reach out to ID Jewelry. Thanks for the suggestion. I really agree. JA seems like the left hand doesn't talk to the right....a disconnect was very evident.
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I agree it sounds like an inability to give you up to date status information about the process of setting your stone.
 
whitewave said:
BTW, I also think you should call Yekutiel with ID Jewelry in NYC. He may even be able to see if this same stone is available.
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If any delivery system is involved, there is always the chance for delays/problems in shipping. JA (or an online vendor in general) isn't the issue here. The OP is upset about delayed shipping estimation... so ready-made/local pickup would be the only answer to this.
 
I have only dealt with a few vendors but I will say that most of the time, I wait longer than the "expected" time frame. I usually wait until the time frame has been reached (or has passed) and then reach out to them to check in on the progress. That does seem to happen a lot (not just with me).

I understand that you are frustrated with the situation. Waiting is the worst (and I've done it so many times). They obviously haven't shipped the stone back to India yet. You could try calling and just buying the stone again. They make a sale and you get the diamond you loved at a very reasonable price. You could just have it set at your local brick and mortar store.
 
msop04 said:
If any delivery system is involved, there is always the chance for delays/problems in shipping. JA (or an online vendor in general) isn't the issue here. The OP is upset about delayed shipping estimation... so ready-made/local pickup would be the only answer to this.
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I understood the problem to be a lack of an end date for the stone to be set and returned to him.

"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)."
 
OP, complaints about James Allen come in around the issues of their sales dates and with them missing on shipment quoted dates. I have seen enough posts here to come to the conclusion that this is a recurring problem with James Allen.
 
elle_71125 said:
I have only dealt with a few vendors but I will say that most of the time, I wait longer than the "expected" time frame. I usually wait until the time frame has been reached (or has passed) and then reach out to them to check in on the progress. That does seem to happen a lot (not just with me).

I understand that you are frustrated with the situation. Waiting is the worst (and I've done it so many times). They obviously haven't shipped the stone back to India yet. You could try calling and just buying the stone again. They make a sale and you get the diamond you loved at a very reasonable price. You could just have it set at your local brick and mortar store.
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I feel like this would be a great solution.
 
whitewave said:
I understood the problem to be a lack of an end date for the stone to be set and returned to him.

"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)."
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True enough... there were delays on the part of JA as well. I guess it comes down to if the OP really wanted that stone or not. Given that he chose to return it and be refunded, rather than to wait a few more days or even a week or so, I guess the answer is that he did not.
 
It seems like the customer service people can't talk to the bench, etc, to get realistic estimates of ship dates instead of the computer generated "about 2 weeks" notice. I think this is a problem they need to solve.
 
whitewave said:
It seems like the customer service people can't talk to the bench, etc, to get realistic estimates of ship dates instead of the computer generated "about 2 weeks" notice. I think this is a problem they need to solve.
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Agreed.
 
whitewave said:
It seems like the customer service people can't talk to the bench, etc, to get realistic estimates of ship dates instead of the computer generated "about 2 weeks" notice. I think this is a problem they need to solve.
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It's likely true JA doesn't have a direct connection between all the CSRs and the bench. I do know they have CS managers who can look into situations where there are delays to get more production details and accurate timeframes. I don't think my situation was unique, but I had one occasion where my order was delayed and I received another follow-up after my chat with this info.
 
I feel like it's normal for pretty much any company that provides goods or services en mass. FedEx comes to mind - the customer service reps don't have a direct link to the warehouse and transport staff. Errors in communication (misunderstandings, lack of, ambiguous advice) have to make up the bulk of complaints. Complaints about the actual product seem to be minimal.

If you really like the stone then I would try and repurchase, and have it set locally with a smaller company.

Good luck :)
 
I don't feel anyone jumped on the OP or bashed him at all. He asked if people thought he was being difficult, demanding and unrealistic and the feedback he received was Yes he was. I do think he did not get the answer he wanted just like he did not get the one he wanted from JA.
 
Oh geez, how I wish you'd simply asked for a refund on the setting & asked to have the stone shipped back to you. But that's water under the bridge now.

How about if you post a link to the JA setting you chose; we might be able to suggest an equivalent from, say, Stuller or Gabriel & Co. so that you could ask for particularized price quotes from IDJ.

IDJ is an authorized retailer for Gabriel & Co. and has been known to give nice discounts from Gabriel & Co's MSRP when you also buy the center diamond from them. Stuller, which has a vast catalogue, is "to the trade" so prices aren't visible to us consumers when we trawl through their web site, but their offerings are a good value; if the setting has melee, IDJ can either ask Stuller to upgrade the melee or set the melee with stones, better than mall store quality, that IDJ will supply. Because Stuller has extensive manufacturing capability here in the US, it's sometimes even possible for them to deliver a mounting to NYC retail vendors overnight.

FYI: no need for you yourself to repurchase the stone from JA, if it's still available. IDJ can procure it for you, which will also reduce lag time.
 
Btw re. VIP programmes - I do believe that in most real-world operations high-value purchasers and repeat customers get (and have leeway to expect) certain forms of preferential treatment. The thing is... context. The reality is that a one-time purchase of a $20k stone just isn't outsanding in any way in the world of diamonds. FWIW if you were spending $200k I'm confident your experience with their service - minus delays out of their control - would have been quite different :D
 
I am also waiting on JA for earrings I purchased recently and have received two notifications of a delay in my order. The lastest delay notice doesn't even give a new estimated date of shipment so they must be really behind.

I'm mildly annoyed but I get why they are being held up as I chose a setting that has to be fabricated. Also, I'm saving 25% on the setting and the diamond costs less than the competitor I was considering. So I chose price over better service (and super ideal quality). I suspect you are price sensitive also. JA is not a boutique experience, but I expect to be satisfied with my choice in the end.
 
wildcatz said:
I am also waiting on JA for earrings I purchased recently and have received two notifications of a delay in my order. The lastest delay notice doesn't even give a new estimated date of shipment so they must be really behind.

I'm mildly annoyed but I get why they are being held up as I chose a setting that has to be fabricated. Also, I'm saving 25% on the setting and the diamond costs less than the competitor I was considering. So I chose price over better service (and super ideal quality). I suspect you are price sensitive also. JA is not a boutique experience, but I expect to be satisfied with my choice in the end.
Click to expand...

If they are backed up with work, communicate this UP FRONT with the CST. Not knowing is a big headache for everyone involved.

Hopefully things turn out for the best!
 
MollyMalone said:
Oh geez, how I wish you'd simply asked for a refund on the setting & asked to have the stone shipped back to you. But that's water under the bridge now.

How about if you post a link to the JA setting you chose; we might be able to suggest an equivalent from, say, Stuller or Gabriel & Co. so that you could ask for particularized price quotes from IDJ.

IDJ is an authorized retailer for Gabriel & Co. and has been known to give nice discounts from Gabriel & Co's MSRP when you also buy the center diamond from them. Stuller, which has a vast catalogue, is "to the trade" so prices aren't visible to us consumers when we trawl through their web site, but their offerings are a good value; if the setting has melee, IDJ can either ask Stuller to upgrade the melee or set the melee with stones, better than mall store quality, that IDJ will supply. Because Stuller has extensive manufacturing capability here in the US, it's sometimes even possible for them to deliver a mounting to NYC retail vendors overnight.

FYI: no need for you yourself to repurchase the stone from JA, if it's still available. IDJ can procure it for you, which will also reduce lag time.
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It's funny you mentioned Gabriel & Co. We found a setting online that was one of our setting ideas!

The band we ordered was this one from JA https://www.jamesallen.com/engageme...athedral-solitaire-engagement-ring-item-41225

I will contact IDJ tomorrow, thank you! The stone we purchased @JA never went back online for sale...so it's somewhere in limbo. Not sure if they would send it back to India or just keep it as in house inventory.

I appreciate all the help & suggestions...will keep everyone posted how it all turns out.

Many thanks
Mark
 
OP
Its your coin, if your expectations were not met, you did the right thing to move on.
It is shocking they issued the credit so quickly, they must be a bunch of fat cats over there at JA.
OP, are you tied into a NYC PS vendor? I see you contracted IDJ, good luck with that.
Also BE is in NYC. You may want to call Chris. I have had excellent experience and timely work with them in the past and Chris is sooooo easy to deal with. Others have had good experience on the forum. Good luck.
 
WillyDiamond said:
OP
Its your coin, if your expectations were not met, you did the right thing to move on.
It is shocking they issued the credit so quickly, they must be a bunch of fat cats over there at JA.
OP, are you tied into a NYC PS vendor? I see you contracted IDJ, good luck with that.
Also BE is in NYC. You may want to call Chris. I have had excellent experience and timely work with them in the past and Chris is sooooo easy to deal with. Others have had good experience on the forum. Good luck.
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At this point in time everyone is fair game. I haven't reached out to IDJ yet.

Who is BE in NYC? Sorry newbie question.

Thanks
Mark
 
Would you take an old cut diamond?
 
Niel said:
Would you take an old cut diamond?
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I haven't considered it. Can you send me a link to one that you were thinking about?
Thank you
Mark
 
I think when JA runs its sales on settings that they need to increase their default estimate to a more realistic time line (what ever that is).

Plus, I think that certain stones (large ones or fancy shapes) may require more time due to having to customize but regular non-PS customers
may not realize this (not their fault)...just saying that JA needs to make them aware early on that their setting may take more time than the
default 2 weeks.
 
P.S. I realize that the shank (band) on either of those Stuller solitaire mountings is not as wide as the 3.8 mm one on the James Allen setting you'd ordered:
https://www.jamesallen.com/engageme...athedral-solitaire-engagement-ring-item-41225
But it looks to me as if the only way to get that wide a shank from Stuller is with a "peg head" setting, like the JA one. I think the two Stuller solitaire settings are more graceful, "organic" (and speaking candidly, more expensive looking in my eyes) than that kind of JA peg head that's plunked in; the "arms" of the cathedral mounting don't meet the head, so there's a gap. Here's an exaggerated pic of a peg head cathedral setting like the JA one to better illustrate what I mean:
exagerated peghead cathedral.jpg

Plus, the more open style of head in Stuller 122089 & 122099 makes it easier to keep the diamond sparkling clean
1.gif
 
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MollyMalone said:
See what you think of these two Stuller solitaire possibilities:
* 122089
https://www.stuller.com/products/build/122089/10315661/?groupId=120319#/mounting-options
Stuller 122089.png

* 122099
https://www.stuller.com/products/build/122099/9113572/?groupId=119066#/mounting-options
Stuller 122099.png
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Both are great choices. The bigger needle in the haystack is the diamond itself.. I would like to buy both from the same vendor so then can set it. We are even thinking about flying to NYC (or another state) to see some in person. Might be worth the trip.
 
OP, I remember your first thread and even then I thought what a great diamond you found. It is really a shame that you let that one go because well-cut, lower color diamonds within budget just don't come along that often. Getting the setting and the diamond from one place is nice, but certainly shouldn't be a deal breaker. If I am you, I would reach out to JA again and see if you can repurchase that stone. You can also ask if IDJ may be able to locate it for you. You can always set a diamond locally, you are aiming for a simple solitaire, no complicated designs, every jeweler can source you a Stuller setting.
 
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