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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The company have yet to return my items. All attempts to contact the business have been unsuccessful.
Business response
10/17/2024
This customer has been paid and the transaction has been settled.Initial Complaint
10/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I sent them some items to be appraised for purchase and they took my items then sent me a check that was no good I have tried to contact them several times with no response plus the amount of the check was not even close to what it should have beenBusiness response
10/07/2024
This customer sent in actual rocks with zero value (see the attached picture). As a courtesy, to avoid having to ship the items back, we offered him $6.00 for us to recycle his items. He accepted the offer. And then wrote us the following:
"You guys are great I will recommend you to everyone I know thank you for your time."
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Sent Cash for Gold usa my Gold, silver, and diamond. They lowballed my items and when I tried to decline the offer I was told I couldn't so I had the check printed and when I tried to have it deposited at my bank they said they couldn't verify it and reported the check as fraudulent. So I'm out about 4 thousand dollars worth of scrap precious metals/stonesBusiness response
08/28/2024
We have contacted ******************** and reached an amicable solution. We appreciate the willingness to work with us. Thank you for your business.Initial Complaint
08/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 29, 2024 I sent 23 pieces of gold, gemstone, and diamond jewelry to Cash for Gold USA. After receiving their offer for payment on July 31st, I asked a question, received a response 2 days letter, and ultimately declined the offer. On August 2nd, I received an email from the company that they had marked my file for return and would be receiving an email once a shipping label had been created. After hearing nothing for approximately 2 weeks, I emailed the company requesting an update on the return of my jewelry on August 12th, 14th, and 16th with no response. It has now been nearly 1 month since sending my jewelry to them and 3 weeks since the company has communicated with me regarding the wearabouts of my 23 pieces of jewelry. I am concerned and highly disappointed in this business's practice and would like my jewelry back.Business response
08/23/2024
We are terribly sorry the lack of communication here. The customer service agent you were working with is no longer employed by the company and we are catching up on some of their outstanding emails. We assure you your shipment will be returned next week. Along with a $100 Amazon gift card for all of the troubles. We are so sorry, this does not represent what we stand for as a company and is unacceptable.Customer response
08/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I sent several gold and diamond pieces to sell at the beginning of May. On May 23, 2024, I accepted their cash offer for my things. I sent my PayPal information to receive payment, as instructed but when I didnt receive it I contacted cash for gold usa to inquire about my payment we had agreed upon. I was then told a check had been sent instead of the payment I had requested. Then I was told it was out of their control and I would receive a check in 7-10 business days. This was told to me on May 23rd 2024. *** reached out via email several times to inquire about my payment but have had the runaround as to why I havent received it. This is now June 14th!! I still have no check, no payment for my jewelry items that I fedexed to them and they still have my items. I am at a loss of what to do. I want my payment.Business response
06/19/2024
I am showing that we have spoken with you regarding this both yesterday as well as this morning. We are overnighting you the check, and waving the $25.00 fee that we normally charge for a ***** overnight shipment. We do apologize for the frustration that this may have caused.Initial Complaint
06/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent my $9000 engagement ring to cash for gold USA for an appraisal for them to potentially buy it from me on 5/25/2024. They came back with an offer for of $260. I have rejected the offer and requested that they return my item as they advertise they will. I can not get a hold a single person after multiple emails, texts, calls and voicemails left. No one responds. No one emails or texts back. I receive an automated text that I have rejected their offer and someone will be reaching out to me for my item to be returned. They haven't. They won't respond to any form of communication. At this point they have stolen a ring that cost me $9000 and will not return any of my messages or my item to me. I will have to pursue legal action as the value of the ring is a criminal offense if they do not return it to me ASAP. I have called 7 times, left 3 voicemails, sent multiple emails and texts that have all gone un-responded to.Business response
06/11/2024
I am showing that we had called you back and left a voicemail each time you left us one. We are not here over the weekends so we do apologize for any delay. I am also showing that the materials were returned.Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction May 6th 2024 They owe us for the gold crown the gold crown was taken out of the box by a thief, ** filed a claim, it was denied, WHY? I think this is their scam...attached is the claim info reference # *******Customer response
05/20/2024
I have not heard from the business in response to my complaint.Business response
06/11/2024
In the event a parcel shipped to the Company using either a Company provided ***** label or a Company provided **** Safepak mailer and label is damaged, lost, or stolen in transit, and you would like to file an insurance claim, we will help you to do so but you must notify Company in writing by emailing ***************************** within fifteen (15) days of the shipment date if the parcel was shipped using a ***** label, or within thirty (30) days of the shipment date if the parcel was shipped using a **** Safepak mailed and label.Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Mailed several silver coins (8) to company in Feb. 2024 for a quote. A quote was provided that I declined. I requested my coins be returned several times with no response. Most recent request was last week. I received an email stating my request was being elevated to a supervisor.Business response
05/08/2024
The supervisor is actively investigating this issue. We will notify you as soon as we have an update!Customer response
05/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as
Thank you for investigating this issue. I will be happy to accept a resolution when my items are returned.
Thank You in advance.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Business response
06/11/2024
Please reach out to us via email at *********************************Customer response
06/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Any response that is provided will not be accepted until my property is returned. I will contact the business as requested but do not accept the response we at this time.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Initial Complaint
04/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company failed to return my "non precious metals". I received an offer for some gold pieces, which I accepted and received payment for. After about a week of not hearing anything nor receiving back my unaccepted items, I called (spoke to *******) and was told that they lost my items, a lot of which was perfectly good jewelry. She also said that this happens because they have a lot of transactions to process. She offered me compensation of some ridiculous, insulting amount of around $20. They "lost" my items that should have been returned, THIS IS A TOTAL SCAM. I will tell everyone what Cash for Gold did and post it all over my social media. ****** BEYOND WORDS!!!!!Business response
05/08/2024
The materials were accidentally disposed of which we informed you of. The materials contained no precious metal value or diamond value. We have attempted to compensate you, however you have not reached out further. We will be happy to discuss this further with you. Please give us a call we are here Monday-Friday 9am-5pm.Customer response
05/14/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQI refuse to accept this reply. My materials that were accidentally disposed of were perfectly good, unbroken pieces of jewelry. How can you think I or any customer will be okay with this? This is a total scam. You have 1 job, buy the jewelry and return the rest!! How do you "ACCIDENTALLY DISPOSE IT!?!?!?!?!" I should have known from the picture you sent me of the non-precious items (they were in a hard to see pile, see attached), that this was fraud. The compensation offered is a total disgusting insult!!! I want compensation of $450 for my unbroken, perfectly fine jewelry that was disposed of by Cash for Gold.
***********************
Business response
06/11/2024
As the materials were not valued at that amount we cannot pay out that amount. We have made multiple attempts, and are trying our best to compensate you even though the materials contained no precious metals.Initial Complaint
03/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Jewelry was sent to them without grinder marks they have damaged rings you will see in photo they did not notify me about what they were doing with jewelry that's why they took there time about getting them back to me and first offered ****** then ****** then I had to call several times to get rings sent back after I declined offerBusiness response
03/22/2024
Per our terms and conditions that were agreed to upon sign up: "Release and Waiver of Liability:During the appraisal process it is sometimes necessary to scratch or scrape Items in order to remove the top layer of material so the testing apparatus can accurately determine the true grade or karat of the Item in question. In the even your material is scratched, scraped, broken or damaged in any way during this process, the Company is not responsible or liable. This is the only way to accurately assess the materials true value." I am also showing that you rejected our offer on Friday, 03-08-2024 and your materials were returned on Monday, 3-11-2024, as we are not here over the weekends.
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Get a QuoteCustomer Complaints Summary
46 total complaints in the last 3 years.
16 complaints closed in the last 12 months.
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