Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order a necklace with a pendant on 12/3/2024 with the code that was use was for a free chain, well they shipped the free ********* have a email the pendant wasnt available at the time of purchase but wasnt made aware until after the free chain arrived. The email also asked me if I wanted to proceed with the payment for the pendant when the pendant was already paid for & send in a receipt to show proof of payment. I call those 1800# during business hours but the automated answering tell me its outside of hours I have called 5 days in a row still getting the same message.

  

  Business response

  12/19/2024

  Hello,

  Thank you for bringing this to our attention. We deeply regret the inconvenience and confusion you experienced with your order and the difficulties in reaching us. This is not the experience we aim to provide, and deeply sincerely apologize.
  
  Ive noted your concerns regarding the pendant and your attempts to contact our team. Please rest assured that I will follow up with you directly via email to resolve this matter and ensure a satisfactory resolution.
  
  I appreciate your patience and understanding as we work to address your concerns.
  
  Kind regards,

• Initial Complaint

  12/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for three necklaces with this business during their Black Friday sale on 12/1/24. I have yet to receive any of the products that I purchased. At the start of this week when I had not received anything yet, I reached out and they told me that everything was fine. The next day, I again reached out and they told me that part of the order had actually shipped, but had been lost by the carrier and was never updated - even though the tracking information provided by **** shows the item was never actually received. They told me that the other part of my order was out of stock (even though it still shows up as being in stock and for sale on their website) and they were apparently never going to tell me or ship a replacement. Upon further phone call and email contact with the business, I was told that within 48 hours I would receive a contact from their claims department to have my lost orders re-shipped, that was more than four days ago and have not heard anything back from them yet. I was also told that within 24 hours I should receive contact on ordering a replacement for the discontinued/out of stock item, that also never happened. These are all items that were purchased to be Christmas presents, and it looks like I may never receive them, let alone receive them in time for Christmas - even though they were ordered on December 1. The GLD Shop seems to have no interest in actually fulfilling this order or caring about customer satisfaction. Their method of solution seems to be ignoring problems and when forced to give an answer providing misinformation. I am not requesting a refund as I have run out of time to order similar items from another business, I am requesting the actual items I ordered to be shipped and be here before 12/24/24. Thank you.

  

  Business response

  12/18/2024

  Hello,

  Thank you for bringing this to our attention! I sincerely apologize for the delays and any miscommunication regarding your order. We understand how important it is to receive your items in time for the holidays, and this is not the experience we want for our customers.
  
  I see that another agent has been working to resolve this for you, but Ill personally ensure a follow-up is made to address this matter promptly. Well be reaching out to you directly via email to confirm next steps and make things right. Thank you for your patience, and we appreciate the opportunity to resolve this for you.
  
  Kind regards,

• Initial Complaint

  12/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two gold bracelets for my sons and paid for 2 day express shipping AND package protection. The company decided to mail two gold bracelets in thick gift boxes in an express envelope MEANT FOR PAPER DOCUMENTS. Unsurprisingly, the package showed up on my porch with the corned ripped and one box containing a gold bracelet missing. I immediately contacted customer service upon coming back into my house and was told I needed to wait 48h to hear from the claims ***** Excuse me? You maield two gold bracelets in an envelope meant for paper documents and its a week and a half before xmas. I paid for package protection. Now I have to pay for your mistake??

  

  Business response

  12/18/2024

  Hello,

  Thank you for sharing your concerns. Please allow me to sincerely apologize for the frustration and inconvenience caused by this situation. It is never our intention to make you feel like we are not here to help.
  
  Unfortunately, our chat agents are not trained to handle Claims cases, as these require specialized review by our Claims team to ensure the best resolution. I understand this added an extra step during a time-sensitive situation, and I truly regret any added stress this caused.
  
  However, Im pleased to see that our team issued an immediate replacement order for you, which was successfully delivered. I hope this resolved the issue for you and your sons. If there is anything else we can do to assist or improve your experience, please dont hesitate to reach out. We value your feedback and will use it to improve our processes moving forward.
  
  Kind regards,

• Initial Complaint

  12/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered custom pendant but never does it tell you that it takes 3-4 weeks before purchasing or even choosing a faster shipping method tele you 1-3 days. Have to go on the website and literally find that it says3-4 weeks. And I'm not the only one many reviews complain about the same thing cause obviously they are not clear about it. Never buying from them again and going to ******, more expensive but better quality. And customer service only copy and pastes their responses since they really don't care about the customer

  

  Business response

  12/12/2024

  Hello,

  Thank you for taking the time to share your feedback. Im very sorry for any confusion and frustration regarding the production time for your custom pendant.
  
  To clarify, we do include the estimated production time of 3-4 weeks on the product page for custom items. However, we completely understand how this might have been missed, and we truly appreciate you bringing this to our attention. Ill personally make sure to share this feedback with our internal team to explore ways we can make this information even clearer for our customers.
  
  We'll be happy to follow-up with you via email directly and hope we can turn this experience around for you and provide you with a more positive impression of GLD.
  
  Thank you again for your feedback, and we appreciate the opportunity to make things right!

• Initial Complaint

  12/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with GLD for jewelry valued at over $200. I was notified by *** the order made it as far as ********, where the box was found open and empty. I phoned and emailed GLD several times and their best answer was that the ***************** will have to spend days and do an investigation to decide if I will get a replacement. How is this possible? The package never arrived at my address. They have my money. This is a Christmas gift. I find their customer service and solution untenable. Please have them promptly address this issue. Thank you.

  

  Business response

  12/07/2024

  Hello,

  Thank you for taking the time to share your experience. Im truly sorry for the frustration and inconvenience this situation has caused, especially during the holiday season. After reviewing our records, I see that our ***************** promptly offered a replacement for your order, and were pleased to see that you accepted this resolution.
  
  We will follow up with you directly via email to ensure everything is on track and that this matter is resolved as soon as possible. Please dont hesitate to reach out if theres anything further we can assist you with in the meantime.
  
  Best regards,

  Customer response

  12/07/2024

   
  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

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed an order from a bracelet on Nov 18, after payment was made for my entire order this item was left out with notification on the status. This is my 2nd order with this company that I have placed an order and did not receive it. My opinions were then to select a different item or store credit. I do not want store credit, I also specifically checked on the items availability before purchasing, due to prior issues on previous order. They confirmed availability twice and after paying now they suggest I pick something else... I just want the item I paid for

  

  Business response

  12/04/2024

  Hello,

  Thank you for sharing your experience with us. Im truly sorry for the frustration this has caused, especially after you went the extra step to confirm the items availability before placing your order. We completely understand how disappointing this must be, and its not the experience we want for you nor strive for.

  Im happy to share that weve been able to confirm a restock timeframe for your bracelet, and were very excited to get it to you as soon as possible. Thank you for your patience and for giving us the chance to make this right.

  If theres anything else we can do to help, please dont hesitate to reach out.

  Best regards,

  Customer response

  12/04/2024

   
  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.

   

  If I could get a estimate on the restock date or request an email from them when the item is ready for shipping, that would be ideal. ************************************
  
  Sincerely,
  
  ******** *******

  Customer response

  12/04/2024

  If I can request a estimate on the restock date to best have a expectation on a delivery date to make plan to have someone home for delivery 

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ring for GLD the stone fell out I sent it back I got a replacement now you can see what ever they use told to hold the stones is making my stones look yellow and you can see the glue through the stone they told me I can buy a new one for 50 percent off after I was told it had a life time warranty but now they saying with one replacement how is that a life time warranty I think thats bad business

  

  Business response

  11/26/2024

  Hello,

  I truly apologize for the issues youve encountered with your ring. We strive to provide excellent products, and are regretful that your experience hasnt met those expectations.

  After reviewing our recent correspondence, I'm happy to confirm that weve approved an additional replacement for you, and we cant wait to get your brand new piece to you soon. Please feel free to reach out to us if you have any further questions or concernsour team is here to help!

  Kind regards,

• Initial Complaint

  11/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order. Was given tracking but ***** shipped in over a week. Contradicting information from chat bot. No answer of phones. Many many similar complaints. Wont issue a refund. Zero human communication. Looks like a scam

  

  Business response

  11/26/2024

  Hello,

  Thank you for sharing this with us. We're sincerely sorry for the recent challenges you've faced. We experienced some delays with our carrier that impacted tracking updates, and we completely understand how frustrating that must have been. Your experience matters deeply to our entire team, and were committed to continuously improving to provide the exceptional service you deserve.

  I'm grateful that these issues have now been resolved and are pleased to see that your package has successfully been delivered. Should you need any further assistance, please dont hesitate to reach outour team is here to help!

  Kind regards,

  Customer response

  12/10/2024

   
  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

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a yellow gold cross from GLD on September 28. When it arrived it looked silver and didnt match the chain. I immediately asked for a return. The return arrived within 3 days to GLD. I yet to receive a refund after 10 day period. Had to file a dispute with my bank with GLD fails to answer. PLEASE EXERCISE CAUTION BUYING FROM GLD SEEM LIKE A WHOLE SCAM.

  

  Business response

  11/07/2024

  Hello,

  Thank you for sharing your experience with us. Please allow me to sincerely apologize for the frustration caused. I understand how important it is to receive timely service for your return.

  Unfortunately, we were prevented from processing your refund because a chargeback was filed the same day your return package was delivered, which restricted us from issuing a refund on our end. Were happy to discuss this further and can process the refund in our system as soon as the chargeback is resolved. Please feel free to reach out directlywere here to assist and ensure a smooth resolution!

  Kind regards,

  Customer response

  11/07/2024

   
  Complaint: 22525870
  
  I am rejecting this response because: dispute was made on 10th business day after delivery. Don't lie I have proof of everything.
  
  Sincerely,
  
  ***** ********

  

  Business response

  11/20/2024

  Hello,

  Thank you for your response. I truly appreciate you sharing your concerns, and I want to assure you it was never my intention to imply otherwise regarding your timeline or actions. I completely understand how frustrating this situation must feel, and I sincerely apologize if my earlier response came across the wrong way.
  
  To clarify, we have confirmed your return package was received, and we are fully prepared to process your refund. However, as a chargeback is currently in play, this restricts us from issuing the refund through our system until the dispute is resolved.
  
  If you decide to withdraw the chargeback with your bank, we can promptly process the refund on our end without any delay. Alternatively, if you'd prefer to let the chargeback process proceed, we completely respect that choice and will be ready to assist once the dispute has been resolved.
  
  Please feel free to reach out if theres anything else we can do to support you during this time. We genuinely value your business and hope we can make this process smoother for you.
  
  Kind regards,

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  11/5/2024 $160.25 My son, a college student, lost a brand new bracelet (less than 24 hours) purchased here, DID NOT leave, and I had replaced it at cost ($35) from original jeweler (amazing guy ), called my son and he tried to return it .... literally 5 minutes had transpired.I tried to speak to the owner and all he kept saying was company policy. Just really bad business to a college student who was WAY over charged....$161.25 (I paid $70 for EXACT same bracelet).

  

  Business response

  11/07/2024

  Hello,

  Thank you for bringing this to our attention, and Im truly sorry to hear about your experience. I understand how disappointing this situation has been, especially for your son as a college student. Please know that we take these concerns seriously. While I couldn't locate the specific order details, I assure you I will personally investigate the situation to make sure we address it promptly. Kindly keep an eye out for a follow-up email from me soon.

  If theres anything else youd like to share in the meantime, please dont hesitate to reach out. I look forward to connecting with you soon.

  Kind regards,

  Customer response

  11/13/2024

   
  Complaint: 22517979
  
  I am rejecting this response because:

  The follow up cited in their response was never completed.
  
  Sincerely,
  
  ****** ******

  

  Business response

  11/14/2024

  Hello,

  Thank you for your response. Were truly sorry for any confusion caused and appreciate the opportunity to address your concerns. Our goal was to work directly with you to locate your order and resolve the issue. However, we werent able to find a purchase history with the information provided.
  
  To move forward and help as best as we can, we kindly requested confirmation that the purchase was made with our business, "The GLD Shop". We havent yet received a response but are eager to assist once we have more details. Please feel free to reach out at your convenience.

  Kind regards,

  Customer response

  11/14/2024

   
  Complaint: 22517979
  
  Please confirm your business address and what I can supply you from the receipt?
  
  Sincerely,
  
  ****** ******

  

  Business response

  11/20/2024

  Hello,

  Thank you for your response. Our business address is as follows: The GLD Shop, ****************************************. We want to ensure that your information remains secure, so we do not recommend sharing personal details from your receipt in this public forum, as it may become visible to others. That is, unless BBB has specified otherwise for your specific case.

  If you would prefer, wed be happy to continue this conversation directly via email to address your inquiry more securely and efficiently. Please let us know how youd like to move forward. We are committed to providing you with the support you need, in whatever way is most comfortable 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. ↩