Complaints

• Initial Complaint

  02/23/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on ****** for a birthday gift for a friend. I received an email from GLD on 2/5/25 regarding a delay from their manufacturer, in the e-mail I was told my package would be arriving no later than 2/14/25. I needed this order by 2/10/25 so I attempted to contact support to cancel my order. I was told I cannot cancel an order that had already reached the processing status. My order had been processing since the day I ordered it. I have reached out to support/customer service multiple times and was told I would be able to return the items for a refund when they were received and that I could not cancel my order. It is now 2/23/25 and my order is STILL processing. As I had to purchase from another company in order to get similar product in the timeframe needed, I am out twice the amount of money I was able to spend. I dont even need the product anymore and just want my money back. This is not the first but will certainly be my last time ordering from them. Please choose elsewhere to order any type of jewelry. Complete and utter scam.

  

  Business response

  02/24/2025

  Hello,

  I sincerely apologize for the unacceptable delay with your order and the frustration this has caused. There is absolutely no excuse for this experience, and we completely understand your disappointment. Your trust means everything to us, and we deeply regret that weve let you down.
  
  We are actively reviewing your order and will be reaching out to you via email right away to provide an immediate solution. Please know that we take situations like this very seriously, and we will do everything in our power to make this right.

  We look forward to resolving this with you soon!

  Customer response

  02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  02/12/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a necklace and bracelet as a Christmas gift for a friend. The package arrived on 12/24/2025 and it was damaged like it had been opened and re-taped. When I opened the package there was no necklace or bracelet in it, just the empty box. Keep in mind these items at their original price are listed at $369.00 for the necklace and $139.00 for the bracelet. I immediately contacted customer service and they were responsive. The claims department did email me on 12/29/24 stating they would send a replacement I just needed to confirm my address. However that email went to my spam account and I did not see it until 01/22/25. I promptly responded with my information once I found their email in my spam. They emailed back on 01/26/25 stating they were issuing a replacement order and upgrading shipping to 2nd Day Air at no cost to me. The order shipped out on 01/27/25 and I received the shipping confirmation sent out by GLD and **** *** sent updated shipping information on 01/28/25 and said the package was expected on 01/29/25. Then on 01/29/25 *** sent an update saying the package was out for delivery only to be immediately changed to the package was back at the warehouse and there was a delay. As of 02/04/25 I still had not received the package or an update from *** on a delivery date and GLD still listed the package as out for delivery. I sent an email back to GLD support about the issue and they replied Unfortunately, we are not able to transfer your order to our claims team until *** either updates your package to lost in transit or it has been 5 or more business days with no tracking ********** I waited until 02/06/25 which was Thursday, 5 business days past the delivery date and I emailed again. It is now 02/12/25 and I have yet to receive a response from GLD. I have emailed multiple times, with no response. I initiated the claim with *** because GLD wouldnt. *** said for me to get with the shipper but GLD wont respond. Maybe theyll respond now??

  

  Business response

  02/15/2025

  Hello,

  I'm truly sorry for the experience youve had with your order. We completely understand how frustrating this situation has been, especially with the delays and lack of updates. I can assure you that our team is looking into this now, and well be reaching out to you directly via email to get this resolved as soon as possible.

  Kind regards,

  Customer response

  02/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/12/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased item on December ******* and have not received item. Company will not refund me.

  

  Business response

  02/15/2025

  Hello,

  I'm very sorry to hear that you havent received your order yet. Thats certainly not the experience we want for our customers. Wed love the opportunity to look into this further and make things right. Our team will be reaching out to you directly via email to assist. Please dont hesitate to contact us with any other additional questions. We appreciate your patience and the chance to resolve this for you!

  Kind regards,

  Customer response

  02/15/2025

   
  Complaint: 22933117
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  

  Business response

  02/17/2025

  Hello,

  Please allow me to start by sincerely apologize for any confusion regarding your previous request. We did not see any follow-up information from the rejected response, but I can confirm that the refund you requested for your order has been processed successfully.
  
  If theres anything else we can assist you with, please dont hesitate to reach out. Were happy to help in any way we can!
  
  Best regards,

  Customer response

  02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern,I am writing to file a formal complaint against The GLD Shop regarding an unresolved refund issue for two orders I returned, totaling approximately $500.I returned the items to the company, and they were received by The GLD Shop on January 21st. At that time, I was assured that I would receive my refund within 10 business days. However, as of today, February 5th, I have not received the refund.I contacted customer service this morning via chat, and the employee informed me that refunds are processed within 7-14 business days, which contradicts the previous statement of 10 business days. This inconsistency, combined with the extended delay, has left me frustrated and disappointed.I expect clear communication and prompt resolution to this matter. Lying about refund timelines is unacceptable, and I will not be shopping with The GLD Shop again if this issue is not resolved in a timely manner.Please investigate this issue and help ensure I receive my refund as promised.Sincerely,*******

  

  Business response

  02/05/2025

  Hello,

  We sincerely apologize for the delay and miscommunication regarding your refund. Our standard processing time is 5-10 business days, but we recognize that your refund took longer than expected. After reviewing your case, we can confirm that your refund was fully processed on February 5th. We understand how frustrating this experience was and take full responsibility for the confusion.
  
  Weve issued a $50 e-gift card as a small gesture and are truly grateful for your patience and your feedbackits helping us improve our processes to ensure better communication moving forward. If theres anything else we can do, please dont hesitate to reach out.

  Kind regards,

• Initial Complaint

  02/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with GLD a month ago and have been extremely disappointed with both their customer service and handling of the situation. After ***** mismanaged my package, I contacted GLD for assistance. I was informed that their claims department would reach out within 1-2 business days. However, after a week with no communication, I followed up, only to receive the same response. This pattern continued for the following week, with repeated promises of contact that were never fulfilled.After spending over $200 on chains that I was really excited to receive, I am left without my order and with no resolution in sight. The lack of response and support is beyond frustrating. Despite multiple attempts to get help, I still have not heard from the claims department, and the situation remains unresolved.Its incredibly disappointing to see how GLD handles customer service, especially when dealing with a significant purchase. I would strongly advise caution before ordering from them, as it seems they do not prioritize customer satisfaction, even with substantial orders. Im deeply dissatisfied and regret choosing to shop with GLD.

  

  Business response

  02/05/2025

  Hello,

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience you experienced with your order. We deeply regret the delays in communication and the challenges you faced in resolving this issue. Upon reviewing your case, we can confirm that there was a miscommunication regarding the email address on file, which appears to have caused the mentioned delay in our claims department reaching out to you.
  
  Were pleased to see that the issue has since been resolved, and a replacement order has been created for you At GLD, we strive to provide exceptional service - We appreciate your patience and understanding throughout this process, and were grateful for the opportunity to make things right. If theres anything else we can assist you with, please dont hesitate to reach out to us directly.

  Kind regards,

  Customer response

  02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This was my error for not seeing your emails. You guys were completely attentive to help me. Thank you so much!!!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i ordered a chain from ************************** the order shipped in 3 days. after getting the package i decided to do an unboxing video. when the packaging was opened there was no chain. empty packaging. i contacted GLD about my issue and they stopped replying even after being sent the video proof. this is not right and i want a full refund

  

  Business response

  02/01/2025

  Hello,

  I sincerely apologize for the frustration and disappointment youve experienced with your recent order. I can only imagine how upsetting it must have been to open your package and find it empty. Thats not the experience we want for any of our customers, and Im truly sorry for the inconvenience this has caused.
  
  Thank you so much for sharing the unboxing video with usit was incredibly helpful for us to understand what happened. Unfortunately, when it comes to filing a claim with the carrier, they require very specific photos of the packaging, including detailed shots of the exterior, interior, and any labels or signs of tampering. I know this might feel like an extra step, but its part of their process to ensure they can thoroughly investigate what went wrong.
  
  That said, Im glad to see that you were able to provide the additional photos we needed, and weve gone ahead and issued you store credit as a resolution. I hope this helps make up for the trouble, even if just a little. If theres anything else you need or if theres anything more we can do to make this right, please dont hesitate to reach out to me directly.
  
  Thank you for your patience and understanding as we worked through this. We truly value you as a customer and are committed to making things right.
  
  Warm regards,

  Customer response

  02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered earrings from this company online and paid for expedited shipping. They refunded me the shipping costs because they were no longer able to fulfill the order quickly. However I have not received any shipping alert. They told me I would receive tracking info the next day. I did not receive anything. I had to reach out to them just for them to tell me they will get back to me. No one hasnt gotten back to me. I reached out again and have not gotten a response from anyone. I spent my money and this company is not getting back to me and I am clueless about when I will receive my product. I either need the product or my money. And I will not buy from them again. Based on other complaints I see, I am afraid that Ive been SCAMMED.

  

  Business response

  01/26/2025

  Hello,

  Thank you for taking the time to share your feedback, and I sincerely apologize for the frustration this situation has caused you. We completely understand how important it is for our customers to receive timely updates on their orders, and I regret that we fell short in this instance.
  
  After reviewing your case, I can confirm that our team successfully processed the cancellation of your order as per your request. We also issued a refund for your payment, which should reflect in your account shortly. Please keep in mind that depending on your bank's processing times, it may take up to 7 business days for the funds to appear in your account.
  
  I appreciate your understanding and patience during this process, and am again deeply sorry for any inconvenience you've experienced. Your feedback is invaluable to us as we strive to improve our service. If you have any further questions or concerns, please feel free to reach out directly, and well be happy to assist you.
  
  Best regards,

• Initial Complaint

  01/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a chain and bracelet set January 11th, as gift for someone and was sent the wrong size bracelet-I ordered the 9 and they sent me the 7. After many attempts to contact customer service with no success, I finally received an email back telling me I would have to go through a lengthy return and exchange process AFTER explaining the items are a gift and I cant wait weeks to receive the correct size. I asked for them to send the correct size bracelet with prepaid shipping materials to send the incorrect size back, and they have completely refused to help even though this is their mistake! Their only solutions were for me to pay for the shipping and wait weeks to have it exchanged or to pay for shipping to return it and re-purchase the items I had originally ordered. Either way THEIR mistake will cost me money and they do not care to make it right, they will only send me scripted replies with options that force me to spend more money with this awful company. DO NOT PURCHASE FROM GLD!! They do not care about their customers and will try to scam you for more money.

  

  Business response

  01/20/2025

  Hello,

  Im truly sorry to hear about the mix-up with your order and the frustration it has caused, especially since it was intended as a gift. I completely understand how disappointing this must be, and I want to assure you that we take your concerns seriously.
  
  At GLD, we strive to provide a smooth and hassle-free experience for our customers. It sounds like theres been a misunderstanding regarding our return process. You should not have to pay for return shipping, and were committed to making this right for you without any extra costs. Our return system is designed to be quick and efficient, so as soon as we see the incorrect item is on its way back to us, we can send out the correct bracelet right away.
  
  We truly value your feedback and want to make sure youre taken care of. Our customer service team will reach out to you directly to help resolve this issue as quickly as possible. Thank you for your patience and understanding, and we hope to turn this experience around for you!
  
  Warm regards,

  Customer response

  01/20/2025

   
  Complaint: 22829742
  
  I am rejecting this response because:
  The only acceptable solution is for you to mail me the correct size bracelet with shipping materials to send the incorrect size back. I will not be purchasing return materials nor paying for shipping to return the incorrect size that GLD sent. I just want the correct size bracelet I ordered and paid for and I will not waste my time and money to correct an error your company made. 
  
  Sincerely,
  
  ******** *********

  

  Business response

  01/25/2025

  Hello,
  
  Thank you for your response, and I appreciate your patience as we work to resolve this issue. I completely understand your position regarding the return and exchange process, and I want to reiterate that we genuinely want to make this right for you.
  
  Ive escalated your concerns to our customer service team, and a specialist will be reaching out to you directly via email shortly. They will work with you to ensure that you receive the correct item without any additional costs or hassle.
  
  Your satisfaction is very important to us, and we want to ensure we address this matter to your expectations. Thank you for giving us the opportunity to make things right!

  Kind regards,

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my USED package. Totally not cool. The packaging is damaged, used, worn out and it even still has wrapping paper taped on it from a return of a previous customer. Absolutely unacceptable! Product is ok. But to give this as a gift as intended is a joke considering the state of the packaging. Very low quality product and extensive low quality packaging. **************** is hard to get ahold of except the automated online chat which is no help.

  

  Business response

  01/18/2025

  Hello,

  Thank you for sharing your experience. Receiving a package in the condition you described is absolutely unacceptable and does not align with the quality standards we aim to deliver.

  I also regret to hear that you found it difficult to reach our customer service team. While we could not locate a record of your conversation with a live agent, please know that our team is always available to assist you directly via email at ************************************************************.

  To address your concerns promptly, we will follow up with you via email based on the information we have on file to ensure this matter is resolved. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Kind regards,

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a necklace and a bracelet on 12/14. They sent the package 2 day air by *** and once I received the package, it was empty, The box was empty and the only thing I received was a box, a bag, a sticker and a card. No jewelry. They sent it in a *** envelope and it was not tampered with. I reached out to customer service by chat because they have no phone number to call and there was no urgency for this matter at all. I asked if what I purchased can be overnighted and the agent said that the claims **** will investigate why one of their employees may have stolen my items or didn't put it in the box. So now I am out of a gift and out of money.

  

  Business response

  01/18/2025

  Hello,

  I sincerely apologize for the distress and inconvenience this situation has caused. Your experience does not reflect the level of care and service we strive to provide.
  
  Unfortunately, not all of our customer service agents are equipped to handle situations such as empty packages directly, as these matters require immediate escalation to our ***************** for proper investigation and resolution. We deeply regret the delay in addressing your case and understand the frustration this has caused, especially during the holiday season.
  
  Please know that we are prioritizing your case and will ensure it is handled with urgency. A team member will follow up with you directly via email to provide updates and work toward a resolution promptly.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to make this right.
  
  Kind regards,

  Customer response

  01/20/2025

   
  Complaint: 22821668
  
  I am rejecting this response because:i haven't heard anything from the business since I filed the complaint.
  
  Sincerely,
  
  ***** ******

  

  Business response

  01/25/2025

  Hello,

  Thank you for your continued patience, and I apologize for any confusion regarding our communication. I want to assure you that we take your concerns very seriously.
  
  It appears that you were able to speak with one of our live representatives, who clarified that the email address associated with your account was incorrect. We have since resolved this issue, and you should be receiving updates shortly.
  
  To ensure that your situation is fully addressed, we will follow up with you immediately to provide the support you need. Thank you for your understanding, and we look forward to resolving this for you!

  Warm regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩