James Allen JamesAllen.com Terrible customer service Frederick Maryland

 First, they have quality products, so if you order from them, you will receive an item that is beautiful. I'm giving such a low rating is because their customer service is horrible. My engagement ring is from them and I'm very happy with it. My fiance and I just ordered our wedding bands, which has been a terrible experience. First, our order was delayed. We're still a few months from the wedding, so we thought it wasn't a huge deal. The problem is, the band that we ordered doesn't match my engagement ring. As it turns out, the matching wedding bands aren't listed with the rest of the wedding bands, which is where a normal person would look, right? That's what we did, but the one that we ordered that appeared to match my engagement ring didn't.

Apparently they try to "make it easy" and they put the link to the matching wedding band on the page below the engagement ring and that's the only place you'll find it. I don't know about you, but my fiance would never in a million years remember that the link to the matching band was there. Unfortunately, we bought our rings during a sale, which ended the day before our order was delivered. Had our order not been delayed, we could've exchanged it for the right one and gotten the discount, but since the sale has ended, they will not honor the sale price on the exchange so we have to pay full price. My fiance and I both feel like this is a terrible policy, since we would've been able to get the discount had the order been delivered on time or the ring be listed in a less obscure location.

I even tried talking to the supervisor in their call center, Maddie, who was extremely rude and did not care one bit. She actually said it was our fault that we ordered the wrong ring in the first place and that we should've known to check the page with the engagement ring. She wouldn't budge and kept repeating that it was our fault. She does not belong in customer service at all. I'm not sure how she was made a supervisor or manager, she doesn't seem to grasp the"service" side of customer service. I do customer service for a living and if I spoke to a customer the way she spoke with me, I'd be fired in a heartbeat. Due to this, we're returning for refund and we will NEVER do business with them again.