Is James Allen Customer Service Good? (In-Depth Analysis)

Last Updated on April 12, 2023 by Juli "Jewels" Church

Wondering if James Allen's customer service team is any good?

Perfect, you're in the right place!

In this guide we cover:

  • If James Allen's Customer Service Is Any Good
  • What Does The Better Business Bureau Think?
  • What's The Best Ways To Contact James Allen Customer Service?

All of that is covered and more. Let's jump in!

james allen customer service good or bad

How Good Is James Allen Customer Service?

James Allen’s customer service team is generally regarded as adequate, if not extraordinary. They offer a variety of ways to contact their customer service specialists and also provide a special diamond inspection service that is unmatched by any others in the industry.

Many review sites have noted that customers are generally pleased with their service from the James Allen website and its various customer service outlets, including phone, online chat and email.

While there are undoubtedly some complaints, these generally do not outnumber the number of customers who have positive or neutral comments about the jeweler and its service.

James Allen And The Better Business Bureau

The closest unbiased rating that you can find regarding James Alan’s customer service can be seen with the Better Business Bureau ranking of the company.

The Better Business Bureau is a website that collects user feedback and information about the business itself; both aspects are combined into an A to F letter grading system.

james allen better business bureau

A business that has been accredited by the BBB is generally regarded as trustworthy, although of course, a BBB rating is not necessarily a guarantee of any business is reliability or performance.

Still, James Allen has an A+ rating from the BBB. This encourages a high amount of confidence in their overall business quality and customer service abilities.

The A+ rating means that the BBB and other business review sites haven’t received enough customer complaints for them to cast doubt on James Allen’s performance. This is as good an indicator as any that James Allen does a decent enough job at providing for its customers throughout all levels of its business transactions.

Read Also: James Allen vs Blue Nile, Who's Better?

To get a better idea of what actual customers from James Allen have to say about the company, you can check the James Allen official website review page, although this is almost certainly curated to provide more positive reviews than negative. For a more balanced look at what many customers have to say about the company, you can check the Yelp page for actual user reviews.

Does James Allen Provide Any Free Diamond Advice?

James Allen offers an interactive, real-time diamond inspection service that is unmatched by any other jeweler in the industry. Essentially, you go to the James Allen website diamond consultation page to see how the entire process operates.

You’ll browse through the gallery of diamonds and click on diamond inspection on the screen, then provide your personal information to start chatting with an expert.

These experts are noncommissioned and trained gemologists that are available 24 hours a day and seven days a week. No scheduling or appointment is required to get this advice.

Read Also: James Allen Vs Brilliant Earth, Which Is The Better Jewelry Store?

The entire process is extremely interactive and allows you to draw notes or highlight what aspects of the diamond inspection you want to focus on as your assigned diamond expert chats with you in real time.

You’ll be able to view all of the specifications of your chosen diamond and get a grading report for the diamond with your expert; this allows the gemologist to answer any immediate questions you have along the way.

Even better, you can perform this diamond inspection service on any type of platform, including a laptop, traditional desktop or even a tablet that has video functionality enabled.

This service is a great way to be sure that your purchasing the best diamond for your needs and getting a quality gemstone that can stand up to scrutiny and long years of use.

How To Contact James Allen Customer Service By Phone?

Can You Do It?

James Allen customer service by phone is constantly available 24 hours a day and seven days a week. There are two numbers that you can use: one is for US-based customers and the other is for customers outside the United States. The US phone number is 877-826-9866 while the outside US number is 1-301-631-1414. Both of these numbers can be found on the James Allen customer service page.

james allen customer service

Available Hours?

The James Allen phone customer service specialists are available 24 hours a day and seven days a week.

Is It Helpful?

According to most user reviews, the phone service offered by the James Allen customer service team is adequate at worst and very successful at best. They can usually help you answer most common questions regarding navigating the website or inquiring about discounts and future sales. In addition, their phone team can answer specific questions regarding returns or other company policies, such as those regarding financing.

How To Contact James Allen Customer Service By Email?

Can You Do It?

You can contact the James Allen customer service team via email by emailing a request or question to Emails can be sent at any time of the day or night, although replies may take some time depending on traffic or current events happening within the company. During sales or other high traffic periods, the James Allen customer service team might take longer to respond to an email in lieu of other customer service options such as phone or online chat.

Available Hours?

The James Allen email team is technically available at all hours of the day, but their service website states that emails will be answered within two business days. Business days include Monday through Friday but exclude Saturday or Sunday. This means that if you send an email to James Allen on Friday, you won’t actually necessarily hear a response until Wednesday at the latest rather than Monday.

Read Also: What are the top settings to buy for an engagement ring?

Is It Helpful?

If you need quick customer service from James Allen, using phone or online chat are much quicker and you’ll likely speak to an actual person within the hour. Emails can easily be kicked down the line for later response by the customer service team.

However, emails offer an opportunity for a customer service specialist to provide you with an in-depth answer for whatever question you have posed. In addition, customer service specialists may end a phone call or online chat session and explained that they will provide you with a more in-depth answer to your question via email if they are not able to answer right away.

Any inquiries regarding the status of your shipment or the status of your return will likely be handled via email as well.

Overall, email could be very helpful but it may also be very slow compared to the other two customer service options. In addition, email does not provide you with a chance to seek immediate further clarification if the answer that has been provided to you is lacking in any way.

How To Contact James Allen Customer Service By Chat?

Can You Do It?

James Allen customer service can also be reached by online chat. You have to fill out a few fields including your name and email address in order to begin chatting. By providing your email, you allow James Allen to send you newsletters and other special offers, as well as potential discount codes that may apply during holiday or sale seasons.

Once you start an instant chat session, you’ll be contacted by a member of the James Allen customer service team. They will work with you to answer your question or provide you with further contact information should they be unable to answer your query.

Available Hours?

Like with the other two customer service options, the James Allen online chat team is available 24 hours a day and seven days a week. However, during nighttime or odd hours that do not follow the standard US timescale, you may face longer waits before you are reached by customer service specialist due to their being fewer employees up and working at those hours.

Is It Helpful?

The James Allen online chat service can be very helpful for getting quick answers to short and simple questions that you don’t want to have very long for. In addition, the online chat team excels in helping you navigate the James Allen website and locating particular pages for catalogs in order to find the perfect product for your needs.