Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a white gold chain on 12/22/2024 to be delivered by 12/24/2024. My order has not moved from the *************** in ************ ** since 12/26/2024. I contacted the shop on 01/02/2025 and was told that I needed to wait until the end of business on 01/03/2025. I requested my order be reshipped and they stated that I would have to go through a claims process that could take weeks. I waited until end of business on 01/06/2025 and my package has still not moved. I called the shop again, waited over 20min to speak to a person. only to be told that they would need to file a claim and cannot refund or reship my order until the claim has been processed.

  

  Business response

  01/12/2025

  Hello,

  Thank you for your patience regarding your order and also allow me to start by sincerely apologizing for the shipping delays. I completely understand how frustrating this has been, especially with the claims process taking longer than expected.
  
  I am most pleased to inform you that it seems we have made progress in our email correspondence, and we are actively working on a solution. Please rest assured, we will follow up immediately to ensure this matter is resolved promptly.
  
  Thank you for your understanding, and we appreciate your continued patience.
  
  Best regards,

  Customer response

  01/28/2025

   
  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

  01/05/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is the sum of multiple attempts to communicate with this company. I ordered an item that was statused delivered but I did not receive the package. I was under the impression that the shipping insurance I purchased would cover a ***lacement. After checking with the *************** neighbors etc I didnt have the package. I contacted the company multiple times. I posted a negative review based on inconsistent communication on TrustPilot. On December 25, I received an email from a customer service *** named ******** offering a one time exception to ***lace the product. I wrote back appreciatively to confirm my shipping info. Never heard back. I wrote back again. Never heard back. Wrote them a third time with no response. They have shown Poor communication and lack of integrity over a $99 pair of earrings. I am not wealthy so this is a big deal to me and my son who I purchased this gift for. Why say you are going to ***lace and then ghost the customer?

  

  Business response

  01/07/2025

  Hello,

  Thank you for sharing your experience. I truly apologize for the frustration and disappointment youve faced in trying to resolve this issue, especially during what should have been a joyous occasion. Please know that it is never our intention to leave a customer feeling ignored or undervalued.
  
  We strive to respond to all inquiries within ***** hours, and our dedicated Claims team works hard to ensure every issue is resolved in the order received. While it seems another agent already provided a solution by offering a replacement, we understand that receiving multiple responses from you may have inadvertently moved your inquiry in the queue. For this, we deeply apologize and will review our processes to avoid similar delays in the future.

  Thank you once again for bringing this to our attention. We are committed to improving and ensuring all our customers receive the service they deserve.

  Kind regards,

  Customer response

  01/07/2025

   
  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.  They have shipped me a replacement and I appreciate that.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They received my return on 12/18/24. I was told it takes 5-10 business days to process my refund of $147.40. It is 1/5/25 and I have not received my refund. They have not followed up on the case I opened with customer service. I have taken numerous attempts to reconcile this with the company.

  

  Business response

  01/07/2025

  Hello,

  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the delay in processing your refund and the frustration this has caused you and completely understand how important it is to receive timely updates and resolutions, and we are truly sorry for falling short of your expectations.
  
  Upon reviewing your case, we identified an isolated processing issue that initially prevented your refund from being completed as expected. Thankfully, one of our support representatives recognized the issue and took immediate steps to resolve it. Your refund has now been processed, and the funds should reflect in your account within 3-7 business days from the processing date, depending on your bank's timeline.
  
  We deeply regret the inconvenience caused and are committed to improving our processes to prevent situations like this in the future. Please know that your feedback is invaluable in helping us grow and ensure all our customers receive the level of service they deserve.
  
  If you have any further questions or concerns, please dont hesitate to reach out directly. Thank you for your patience and understanding, and we truly appreciate your support as we work to serve you better.

  Kind regards,

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for 4 items on 12/25 with 3 day shipping. When I reached out to ask why the item wasnt in transit they created a label, before they sent them email then told me it had already been shipped so there was nothing they could do. So I reached out to *** and they told me THEY NEVER RECEIVED THE ***** meaning they created a tracking label to lie to me. I let this continue until the following Monday where *** never received the item. I again reached out to the store and was never contacted by support. I sat on the phone line for 30 minutes without anyone ever picking up the line just to be hung up on at 5 o clock. I asked for a refund since the item never shipped and my emails have been ignored. I ask to change the delivery address so I can receive the product and again my emails are ignored.

  

  Business response

  01/04/2025

  Hello,

  Thank you for sharing your experience, and please allow me to start by sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important it is for your order to be delivered promptly and for our communication to meet your expectations.
  
  After reviewing your case, I can see that youve connected with one of our team members via email, who has been assisting you directly with details about the solution provided. Additionally, I see that your package has since been delivered.
  
  If youre still experiencing any issues with your shipment or need further assistance, please dont hesitate to reply to the ongoing email conversation so we can address your concerns promptly. Were here to help and want to ensure this is resolved for you promptly.
  
  Thank you for giving us the opportunity to make this right!
  
  Kind regards,

  Customer response

  01/17/2025

   
  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

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment with my recent purchase and the subsequent handling of the situation. My order, placed before Christmas, was for a 20 4mm ******* baguette tennis necklace. Instead of receiving this item, I received a significantly inferior substitute. GLDs claim that this was a simple mistake is unacceptable, particularly given the suspicious timing around the holiday rush. This strongly suggests a deliberate bait and switch tactic, advertising products unavailable to fulfill ********* resolve this, I repeatedly contacted your support department, only to be met with inconsistent responses from various representatives. Each interaction required me to initiate a return/exchange request via a provided linka process that proved impossible due to the order not being found in your system. Despite multiple emails clearly stating my desire to receive the *correct* item I ordered, your team insisted on this convoluted return procedure as a prerequisite to fulfilling my order.Further compounding this issue, I was informed that your company is refusing further assistance because of a temporary chargeback I filed with my bank. This chargeback was initiated *only after* your failure to provide the item I originally purchased and your refusal to address the problem directly. It appears that your customer service policies prioritize avoiding responsibility for your fulfillment errors rather than rectifying the situation for your customers.I demand immediate action to correct this situation. I request the fulfillment of my original order for the 20 4mm ******* baguette tennis necklace, or a full refund for the purchase price. I expect a prompt and satisfactory resolution to this matter.

  

  Business response

  12/29/2024

  Hello,

  Thank you for taking the time to share your experience. I deeply apologize for the frustration and disappointment youve faced with your order and the subsequent handling of the situation.
  
  We strive to provide exceptional service and accurate fulfillment, and its clear we fell short in this instance. While we understand your concerns, please allow me to clarify that with a chargeback in place, our ability to issue a refund directly to your original payment method is restricted. However, we encourage you to contact your bank to request an expedited resolution, which could help resolve the dispute more quickly.
  
  In the meantime, we are happy to continue monitoring the status of the chargeback and working with you directly via email to ensure this matter is resolved to your satisfaction. Please dont hesitate to reach out with any further questions or concerns.
  
  Thank you for your patience and for allowing us the opportunity to assist.

  Kind regards,

  Customer response

  12/30/2024

  I reviewed the response but am still unsure with steps they will take to resolve the issue once I speak with my bank? Am I asking for the chargeback to be lifted and then GLD will refund my money? That makes no sense. I never received the purchase item. This should be over with an apology. 

  Customer response

  12/30/2024

   
  Complaint: 22732028
  
  I reviewed the response but am still unsure with steps they will take to resolve the issue once I speak with my bank? Am I asking for the chargeback to be lifted and then GLD will refund my money? That makes no sense. I never received the purchase item. This should be over with an apology.
  
  
  Sincerely,
  
  ******* ****

  

  Business response

  01/04/2025

  Hello,

  Thank you for your response. Please allow me to clarify the situation regarding your chargeback and the steps we can take to resolve this matter. I fully understand your frustration and sincerely apologize for the inconvenience youve experienced.
  
  Currently, with the chargeback in place, our system restricts us from issuing a direct refund to your original payment method. Unfortunately, we also have no ability to expedite the chargeback process, as it is entirely managed by your bank.
  
  If you choose to have the chargeback lifted, we are happy to process your refund immediately once we see the status updated. However, if you prefer to keep the chargeback open, we respect that decision and will continue to cooperate fully with your bank as they handle the dispute.
  
  As promised, we remain committed to staying in touch via email with you directly to follow up and provide any assistance needed during this process. Well do our best to ensure a resolution based on your preference of proceeding.
  
  Kind regards,

• Initial Complaint

  12/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Placed an order with the company on 12/9/24 with 3 day shipping advertised. I received two of the items but I am still missing the Cuban link chain necklace. It is 12/26/24 and I have still not received the item. I have reached out to the business several times. Each time I am told that they have to reach out to their shipping team to check on the status and that they will email me with an update by end of business or within 24hours and I have yet to receive an update. They promised me a ***** giftcard for the inconvenience and have yet to receive that either.

  

  Business response

  12/28/2024

  Hello,

  Im so sorry to hear about your experience with your order and the lack of follow-up on our end. I completely understand how frustrating this must have been, especially with the delay in receiving your Cuban link chain and the promised gift card. This is not the level of service we aim to provide, and I truly regret that we let you down.
  
  Were taking a closer look into what happened and ensuring this is resolved as quickly as possible. You can expect to hear from us via email within the next few minutes with clear updates and next steps I deeply appreciate your patience and understanding, and I assure you we are committed to making this right. Please feel free to reach out if theres anything else youd like us to address in the meantime.
  
  Warm regards,

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Claim Regarding Unresolved Package Issue Date: November 14th, 2024 Claim Amount: $114.69 I am writing to formally submit a claim regarding an unresolved issue with my recent order from your company. On November 14th, 2024, I placed an order totaling $114.69. Unfortunately, I did not receive the package, and it has since been returned to your possession. Despite multiple attempts to contact your customer service team, I have yet to receive any meaningful response or resolution to this matter.Since that date, your company has not provided any updates or taken steps to address my concerns. In addition, the responses I have received, when I was able to get through, have been dismissive and unhelpful. This lack of communication and indifference to my situation is both frustrating and unacceptable.I request an immediate resolution of this issue, including a full refund of $114.69. If this matter is not resolved promptly, I will be forced to consider further actions.Please contact me at your earliest convenience to confirm how you will be addressing this matter. I expect your urgent attention and a timely resolution.Sincerely,Dmontae ****** email: **************************

  

  Business response

  12/28/2024

  Hello,

  Thank you for sharing your experience with us. We sincerely apologize for any frustration or inconvenience caused by this situation. At The GLD Shop, we value our customers and are committed to resolving issues as efficiently as possible.
  
  I want to assure you that we are actively reviewing your case to ensure it is handled appropriately. While we understand your concerns about the refund, it is important to note that when a refund is processed to a closed account, it can sometimes result in challenges outside of our control due to the transactional processes of both your bank and our payment portals. Nonetheless, we are working to address this promptly and will continue to provide updates via email, as promised.
  
  Please know that we take your feedback seriously and are here to assist until the matter is resolved. Should you have any further questions or require additional assistance, feel free to reach out directly. Thank you for your patience and understanding as we work toward a resolution.
  
  Best regards,

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased four pieces of gold plated jewelry that were advertised as lifetime guaranteed and after less than a year they are all tarnished and falling apart. They have told me a one time replacement is all that they offer and thats how they do a lifetime guarantee. Thats not a lifetime guarantee in any way. This is absolutely false advertising. If they replace the pieces then thats it the warranty is over and after less than a year the jewelry will be useless. Thank you.

  

  Business response

  12/24/2024

  Hello,

  Thank you for taking the time to share your feedback. I'm truly sorry to hear about your experience with your jewelry and the warranty process. We understand how important it is for your pieces to meet your expectations, and apologize for any frustration caused.
  
  At GLD, our Lifetime Guarantee is designed to provide flexibility and assurance beyond what many competitors offer, as most typically only provide a ***** day warranty. With our policy, youre able to replace your piece once at any point in time, ensuring continued value in your purchase.
  
  That said, we truly value your feedback and will take it into consideration as we continue to improve our services. I'm glad to see we could make some exceptions for you for your current situation, and we hope this helps address your concerns. Please dont hesitate to reach out if there are any additional questions or if theres anything else we can do to assist you.
  
  Kind regards,

  Customer response

  01/06/2025

   
  Complaint: 22720877
  
  I am rejecting this response because:
  A one time replacement is in no way shape or form a lifetime guarantee. Your new adds also say free replacement which is also a lie. You offered to waive the ***** cost for what you advertise as free returns and I still have to pay shipping. You are deliberately misleading people to sell garbage jewelry that you can replace once and still make a fortune because they are $10 Amazon necklaces. 
  Sincerely,
  
  **** ****

  

  Business response

  01/12/2025

  Hello,

  We are truly grateful for your feedback regarding our policies and do again want to express our sincerest apologies for the disappointment youve experienced.
  
  To clarify, our advertised free returns apply to items returned within our 14-day delivery window, and this information is detailed on our website. We also explain in our FAQ section that customers are responsible for the shipping label costs for warranty returns. While the replacement item is indeed free, we charge a small shipping and handling fee of $19.99, which we have waived for you as part of our commitment to customer satisfaction.
  
  We genuinely strive to provide the best service possible, and we regret that we have not met your expectations. Your feedback is invaluable, and we will discuss such notations internally to enhance our processes and services moving forward to ensure we can do our best to deliver the best experience.
  
  Thank you again for sharing your concerns with us. We are more than happy to help you with any additional questions or concerns that may arise.
  
  Warmest regards,

  Customer response

  01/23/2025

   
  Complaint: 22720877
  
  I am rejecting this response because:
  They are false advertising and selling garbage costume jewelry with a fake lifetime guarantee notice how they are not mentioning that part. They define lifetime guarantee as a one time replacement thats a lie and a scam. They charge the ***** fee because that is all the jewelry is worth so they lose nothing by replacing it.  
  Sincerely,
  
  **** ****

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a gold necklace and a lion pendant on 12/4/24, for my son for Christmas. On 12/10/24 I received a package, but never opened it. Today I opened it to wrap and realized the package is empty(nothing is inside). Ive contacted GLD several times today and I am booted out of the chat. I want the necklace and lion pendant that I paid for.

  

  Business response

  12/24/2024

  Hello,

  I deeply apologize for the situation with your order. Its concerning to hear that your package arrived empty, and we understand how frustrating this must be, especially during the holiday season.
  
  It sounds like there may have been tampering with your package while it was in transit. Weve already reached out via email to assist in getting a claim started so we can provide a resolution for you as quickly as possible. Since we havent heard back, well follow up with you directly again via email to ensure this matter is addressed promptly.
  
  Your satisfaction is extremely important to us, and we are committed to making this right. Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this for you.
  
  Best regards,

  Customer response

  01/04/2025

   
  Complaint: 22719209
  
  I am rejecting this response because:

  This matter is not resolved. The Business states that they have filed a complaint against the carrier for tampering with my package, and will keep me informed(not dates provided). I am requesting either a refund and or the item I paid for to be sent.
  
  Sincerely,
  
  ******** *****

  

  Business response

  01/07/2025

  Hello,

  Thank you again for your feedback. I truly apologize for any continuous inconvenience and frustration caused by this situation. Our team has reached out to you multiple times via email to offer a solution and assist you in resolving this matter as quickly as possible.
  
  To move forward, we kindly ask that you respond directly to our email so we can finalize the next steps, whether it be a replacement or refund. Your satisfaction is extremely important to us, and we are eager to resolve this for you promptly.
  
  If you are not seeing our emails, please check your spam or junk folder, as they may have been filtered there. Thank you for your patience and understanding as we work together to resolve this matter.
  
  Warm regards,

• Initial Complaint

  12/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for two necklaces on December 09 2024. I paid for express two day shipping. My order was not delivered on the day it was supposed to be. In fact I never received the order at all. I reached out to get a refund and was told someone from the claims department would reach out within 48 hours. That never happened. Its been over a week now with no package and no refund and no correspondence from the company

  

  Business response

  12/24/2024

  Hello,

  I sincerely apologize for the inconvenience and frustration youve experienced. While our records show that your package was marked as delivered, I understand your concerns and see we have already taken steps to address the matter. Our team has been working to make exceptions to ensure you receive the quick resolution you deserve.
  
  We will follow up with you directly via email to provide an update and ensure this is resolved as quickly as possible. Your satisfaction is important to us, and we appreciate your patience as we work to make things right.
  
  Thank you for bringing this to our attention, and we look forward to resolving this matter for you soon.

  Kind 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. ↩