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Initial Complaint
03/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
TOTALLY MISLEADING WEBSITE. I have Sterling Silverware set for sale to Cash for Silver USA. I read the BBB website about them. Some complaints, some resolved complaints, some not even resolved though them give them A+ rating. I had a major question about the butter knives, cake server, and single butter knife I was sending in. I telephoned their office and asked about those items, only the handles were Stainless. The lady said that situation is about half the weight. I felt good about sending the items in as my regular coin shop had weighed the full sterling pieces at 1220 grams and accounting for the partial stainless items 1/2 the weight of those items would be an additional 246 grams for a total of 1466 grams. By their website silver estimator, the payout should be $1,060.57 (picture attached). YES, they do have a disclaimer, calculator "For Informational Purposes". The package arrived to them and the next day I had an offer of $423.50. That included a "10% BONUS". Had the bonus not been included, their offer would have been $381.15. Those dollar offers are like 36% of what their silver calculator said. I telephoned them on March 7th. I spoke with ******* about the low offer. She said she would have the appraiser take another look at it and get back to me. The new appraisal was a verbal offer of $700.00. ******* is very nice. I said even that offer was not near what was expected. I said I was considering filing a BBB complaint. I continued to get text/email messages to accept or decline the offer, I did not respond. I telephoned their office 3/11 to see if they could stop the texts/emails ended up talking with ******* (supervisor). She said the $700 offer was above them even making a profit. I do not see how their calculator/estimator online can be so far off. ******* was nice too. They need to change their website to be more specific/accurate as to what a customer can expect. But then maybe they wouldn't get enough business.
Business response
03/13/2024
We do apologize that you did not have a better experience with our company. We use a hybrid model of both customer service messages along with automated messages. Due to the fact that you have yet to reject or accept the offer the automated messages will continue to go out. This is done so we can help make the transaction quick and seamless. The calculator on our website is not intended to provide any quotes as it states on there. It is for informational purposes only. It shows the retail value of the information entered; based on the day it is entered. The pricing can fluctuate as the spot price fluctuates daily and dependent on the weight you entered vs what the materials actually weigh. If you need anything please give us a call so we can assist you in closing the transaction!
Customer response
03/18/2024
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.

I decline the business response for this reason: The business replied with a generic/boilerplate response which did not detail why they are 60% under on their initial offer for my sterling silver based on the calculator. I have attached a paragraph from their website which confirms my claim they are MISLEADING CUSTOMERS. "To this end, Cash for Silver USA is proud to present the silver calculator. This is an entirely free online calculator that allows the user to plug in the attributes of his or her silver item and figure out its actual melt value based on the silver price of the day along with the purity and weight of the item at hand. This allows the seller to enter the market with more confidence". End quote.

The only offer I am willing to accept is the $1060.57. Even looking at the calculated price I should have got and the spot price of silver, there is around $2 an ounce profit. The business claims they lose money on that amount. My suggestion is they pay it, take it as constructive criticism and rework their website as not to mislead any more consumers.

Business response
03/22/2024
We do apologize that you are not happy with our service. We pay for shipping and insurance, we have other costs associated with running a buisness this is why we cannot pay 100% of spot, and we never state that we do. We state on our calculator that "This calculation is for informational purposes only and is not the amount you should expect to receive. It provides the highest melt value of the gold today and is not an estimate of what we will pay. Your offer will depend on your appraisal." You are never under any obligation to accept our offer. If you reject the offer we send back the materials free of charge, tracked and insured!
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sent cash for gold usa 10 silver bars. When i did not accept their offer they returned only 8. When i emailed to inquire they stated they reviewed cameras and only received 8
Business response
03/22/2024
The supervisor and security team reviewed all footage from the shipment. The video surveillance showed that only 8 bars were ever received.
Initial Complaint
01/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I trusted the company Diamonds *** to do an appraisal on three different diamond rings for me. I was ***** in doing so but they convinced me that they were a reputable business and they had ***** pick up my diamonds which made me feel more secure about sending them. Diamond *** told me that if I didnt like the offer or the appraisal they would send my diamonds directly back to me on a quick turnaround, I videotape my jewelry before I sent it and also had a jeweler look at the 2 carat diamond ring because I needed to have some repairs on it & also I would have some documentation of the Diamond ring. And doing so they sent ***** to pick up my Diamonds and they got them in 24 hours which made me feel very comfortable unfortunately appraisal came back at $800 which absolutely shocked me and I knew then something was wrong. I asked them to please send my Diamonds back immediately the same way that I sent them ,fed ex unfortunately it took 11 days before I got my diamonds back and that wasnt until I wrote three not so nice letters to them and called them and told them I was going to turn them in the Better Business Bureau and that I felt like that they weere holding on to my Diamond ss just long enough to tamper with my Diamond rings. Diamonds *** assured me they were just sitting in the mailing ***** Really for over a week.Well 12 days later I opened up the package this ************ was shocked.I knew immediately that athe 1.75 carat diamond ring was not the same as it was when I sent it to them. Icould tell that the diamond had been cut off the ring and when thry put it back on there they didnt match the goods & also the setting was different. . Its definitely a different diamond because it didnt look the same it was smaller & thr facets were totally different. I wore that ring for 30 years I know exactly what it looked like! Also the anniversary ring I could tell it had been changed too. There was a Gooey substance around the ring along with black powdery substance on the *********** could see were it had been put back together? I also sent a star diamond ************** all the diamonds are crooked. I can get documentation of the Anniversary ring as my husband bought it at a jeweler we know well. He paid $2500. I had taken my 1.75 Diamond ring to a jeweler right before I sent my rings to Diamond *** as i I needed to have some repairs and maintenance done on it. He documented the style of the rings @ the repairs he felt was necessary ( which were replacing the prongs as they were worn down). I am going to take the ring to hi and have him look at it to tell me if it is the same is one he saw or not. Also when I got the ring back the 6 prongs are perfect??? I do believe this company stole the diamonds off my rings and replaced them with something else. Theyre definitely not the Diamond rings I sent them.. I want my diamonds back but I most definitely want to go after this company. My heart broken. How do I go about dealing g with this?
Customer response
02/02/2024
This is what I have recieved
Business response
02/26/2024
We appraise jewelry based off the precious metal market and diamonds off of the diamond market The retail price you paid or appraisal amount has no bearing on the actual value of your items. Jewelers and appraisers typically mark up merchandise *****x the value. We do not offer any stone removal on site, in order to avoid accusations such as this. We are a monitored facility and have cameras recording every step of the process.
Customer response
02/27/2024
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.

FAQ

Regards,
*****
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I reached out to Cash for Diamonds in October 2023 to inquiry about an estimate for a diamond engagement ring 1 1/2 ctw round cut, 14k tri color gold. I paid a clearance price of $2,541 for the engagement ring in April 2023. Cash for Diamonds sent me a label to send the ring to them which they have received in the same month. I was given a pack # *******. Once they valued the ring, they originally offered $165.00 which I declined and then asked them to send the ring back in October 2023. After not receiving the ring back, I have contacted them by email twice with a reply stating they will reach to shipment and get back to me. After not receiving the shipment, I sent another email and received no reply, then I called the company numerous times asking about the return. Every time I called to inquiry on the return on the phone, they kept giving me a different value for the ring, first saying $500, then the amount changed each time I called, but each time I still declined and asked for the ring back. Most recent call was last week, and I was informed a supervisor would call back this week January 2024. When I called back today, I was informed I need to wait for the owner to call me back as he is out on vacation. I simply want the ring back or provide me with the full purchase price of the ring, which was $2,541, (two thousand, five hundred forty-one dollars and zero cents). I am able to return the ring for the full purchase price and I need it back.
Business response
01/19/2024
We are currently in an active internal investigation with your shipment along with an investigation with the carrier. We have also started a claim on your behalf. We do apologize and appreciate your patience in this matter!
Customer response
01/19/2024
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.
This is the review that I've left for them on every site that I can find. I hadn't heard from them since 01/09/24 when I got the two responses that someone would reach out to me on Wednesday or the following Monday when the "Owner" got back from vacation. I called them back yesterday 1/18/24 and I was told that the security lead would get in touch with me after her meeting (how convenient again) and never got a back.

I sent them a ring that I paid 2500 for, they offer me 165. I declined and asked for the ring back. I emailed them again about a month later asking about my shipment and they said that they would check with the return team. I emailed them again a day later with no response. I then called them and the guy who apparently is an owner offered me 500 for it and I just told them that I wanted it returned so he said he'd check with the return team. Didn't hear back from them again so I called a couple days later and a lady told me that a supervisor would be in touch with me shortly or on the following Monday. That obviously didn't happen so I called on Tuesday and spoke with some guy who said they're owner was on vacation for the week and would get back to me the following Monday and he offered me 400 for my ring. I told him that the previous guy I talked to said they'd offer 500 so idk where the 400 came from but that's besides the point I just want my ring back undamaged. I had to hang up on him because he was just talking nonsense and I was losing my patience. I call a bit later after I cool down and this time a customer service supervisor answer and was basically trying to tell me how cheap my ring was etc (all irrelevant information at this point since I just want my ring back) she tells me that I'll get a call that Wednesday, so I'm being told two different things in the same day. I realized before this point that this is a shady company but I don't understand why they tell the lies they do and beat around the ****. Now all these phone conversations happen more than a week ago, so even though I knew how they were I gave them some time to do their so called "Investigation". Now here we are today 1/18/24 and I called today and a lady said that the security team lead was in a meeting and would get back to me after. I think they close in 10 mins so that was clearly another lie.
Btw I already know DiamondsUsa will respond with some bs excuse about how they're looking into it etc, don't waste your time I know it's another lie.
I'm taking care of this and it will be taken care of, I'll either get my ring back or they'll refund me this is ridiculous and I just want anyone out there who reads this, even if it's just one person that I can save from this. PLEEEEAAASSSE !!!! DO NOT SEND YOUR JEWELRY OR ANYTHING OF THAT MATTER TO THIS COMPANY, THEY'LL EITHER OFFER YOU PENNIES ON THE DOLLAR AND IF YOU WANT YOUR RING BACK THEY'LL DELAY THE SHIPPING ACTING LIKE THEY CAN'T FIND IT OR NOT SEND IT BACK AT ALL WHICH I'VE SEEN IN SOME OF THESE REVIEWS. ITS NOT WORTH IT AND THESE 5 STAR REVIEWS THAT YOU SEE ARE PROBABLY JUST BOTS
Today first thing in the morning after all of that I get an email from DiamondsUsa saying that my shipment got sent off via ***** even though they didn't give me a tracking number and a notification which I was told would happen. It's interesting that they say that they shipped it off but were willing to offer me ******* dollars for it when I called a couple weeks ago. I don't have all the phone recordings but I know that they do.
Regards,
*****

Business response
02/14/2024
I am showing that you are working with a supervisor to help you in this matter.
Customer response
02/15/2024
Well that's not l true, I haven't heard about that so called investigation in weeks and even if I did, the Supervisor (***** I think his name is) is a liar. My ring was stolen by your company and I'm not sure what going back and forth on this site with some anonymous member of a shady company is suppose to accomplish. I can only hope that other people read this and stay away from Cj Environmental, CashfordiamondsUsa whatever you call yourselves.
Regards,
*****

Business response
03/12/2024
Please feel free to contact! We are in office Monday- Friday 9am-5pm EST
Initial Complaint
12/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I sent my wedding band for cash and they lost it and won't return my money or my wedding bands
Business response
01/09/2024
I am showing that we submitted a claim with our insurance company and they denied the claim. If you have any other information to provide to them, we will be happy to re-submit a claim.
Customer response
02/05/2024
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.

I have all the information you need

Business response
02/14/2024
please feel free to contact us if you are unsatisfied with our service. We are here Monday-Friday 9am-5pm EST
Initial Complaint
12/19/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I don't know if this falls under your jurisdiction but here goes. I found Diamonds USA, (********************************************************. . Pack No. ******** Phone Number ************) on line that buys diamond jewelry and loose diamonds. They sent me a Fed-X package to send my two rings and loose diamonds to them. I have pictures of the items. I got a call a couple of days later with an offer of $50 for two rings and loose diamonds. I had gotten a verbal appraisal from a jewelry store some time back for the yellow diamonds in these rings and the loose which is around $1500 give or take depending on prices at the time. Rings were set in 10Qt gold. I refused the offer and asked them to send them back. I never received them and called them and they said they mailed them and they must be lost. They said they would call back. They never call you back. I called again and they said they found them and sent them out Fed-X which now had gotten lost. I been calling them since October and I have a record of 39 calls on my phone to them. I talked to a **** there and he offer me $500 for the jewelry. I refused and told him to find the jewelry and get it back to me. They said they would have to talk to Fed-X and get back with me which they did not. After several more calls they sent me a claim form to their insurance company CJEnvironmental ************ where I filled out a claim form and sent in pictures of the jewelry. Never heard anything and everytime I call they tell that it takes about 60 business days to hear anything. After all this time I am beginning to feel that I have been taken advantage of. They keep telling me that the yellow diamonds are not worth as much as white diamonds, but I have found out the opposite. They were my deceased mothers diamonds and really want them back. Is this something you can help with.
Business response
12/20/2023
I am showing that we have summited all documentation to *************** and are awaiting the results of the claim. We do apologize for the delay!
Customer response
12/20/2023
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.

FAQ

Regards,
********
Initial Complaint
12/17/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Well I will tell u that one of the #1 major jewelers just cleaned and polished a .4ct light pink diamond pendant that I also have 20 photos of when they offered me ************************************************************************************************************************ the diamonds I. The diamond cluster ring I sent was fake smd they didn't get a pink diamond pendant I told them to return my jewelery and that it allready was sounding like they had did something well p we ndant cone back with a clearly didffrent diamond that is ******* clear and u can clearly see the 14k cage was opened and closed back the pulled 2 prongs close together and can clearly tell they a d e not same way as when shipped so they put a junk diamond in place of 6k diamond I'm taking to lawyer after I go back and get written statement from jewelers that it's not same pink diamond as when it was shipped and filing police report the jeweler did tell ne that the piticular diamond being a pink diamond could had been worth ********* becouse it bei g pink
Business response
12/20/2023
We do not offer any stone removal on site. All materials that were sent in, was exactly what was returned back to you!
Initial Complaint
12/14/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I sent a silver bar worth approx $2200 to CJ Environmental via ****** On Sept. 26,2023 the package disappeared (1:07 AM At local ***** facility ******, ** 5:26 AM On ***** vehicle for delivery ******, **)Since then I have been trying to recover my loss and have been stalled by *****, ***************, and CJ Environmental. As of Monday Dec 11,2023 I was told by ******* at CJ Environmental that the case was finally resolved and *******'s Mutual would offer approx $1550 to me which is about $800 short of the worth. My other option was to have a silver bar of "equal value" returned to me via ***** overnight. I have no idea how to judge "equal value" but I feel like I am being scammed. Anyway, on Dec 11th I requesed the replacement bar. As of today I have not received the bar and CJ Environmental will not return my calls or emails. I am at a loss for what to do now. This was my "in case of emergency" money and it seems to have been stolen.
Business response
12/20/2023
We do apologize that you were not satisfied with the results of the claim. I am showing that the supervisor has spoken with you and resolved the issue!
Customer response
12/20/2023
[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
12/01/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I sent some items and i was told that they wanted to purchase one item from me for a dollar. But i didn't get any of my other items back. Then i was told that the dollar sent to me was because a online promotion they were doing.
Business response
12/01/2023
Your materials are not something that we purchase. We offered $1.00 as a bonus for sending in. Your materials did not contain gold, silver, platinum or diamonds.
Initial Complaint
11/15/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 19, 2023, I declined Cash for Gold USA's (CFG) offer to purchase my **** 14K Gold ********************* high school class ring for scrap and requested the ring be returned to me. As of todays date, CFG is uable to locate my ring, will not provide a date when they will declare my ring lost, and will not discuss how they plan to compensate me for the lost ring. My CFG tracking number is **** *******.10/19/23: Declined CFG's final offer via text and requested the return of my property. Response was a tracking number would be provided. No tracking number has been received.10/26/23: Requested Text Update 1 of 4. Response was CFG was "looking into the delay and will get this back out to" me. No follow-up from CFG.11/02/23: Requested Text Update 2 of 4. Response was this was "brought to the supervisors attention. They will reach out by November 6 the latest." No one has contacted me.11/02/23: Called customer service at **************** and left Voicemail 1 of 3 detailing the above. Voicemail 1 has not been returned.11/07/23: Requested Text Update 3 of 4. Left Voicemail 2 of 3. Requested Email Update 1 of 3 to ******************************** Sent Direct Message 1 of 1 to CFG's ******** and Instagram accounts. Received text reply that the supervisor is reviewing all of the footage with the security team and returns department and that I should have a response in the next day or so. No follow-up from CFG.11/10/23: No response to Voicemail 2 of 3. No response to Email 1 of 2. No response to Direct Message 1 of 1 to ******** or Instagram.11/14/23: Sent Text 4 of 4 / Sent Email 2 of 2 / Left Voicemail 3 of 3 requesting a phone call within 24 hours from CFG that provides a specific plan to resolve this issue, or I will submit a formal complaint to the Better Business Bureau. I also emailed the *** directly via LinkedIn.11/15/23: No response via text, email or phone by the 24 hour stated deadline.
Customer response
11/27/2023
Better Business Bureau:

A representative of the company contacted me directly shortly after submitting this complaint. The representative informed me my ****s 14K gold class ring had been returned to the wrong customer by mistake and that he was working with the other customer to return the ring. They provided me two options to resolve the issue and I accepted his offer to buy the ring at a price above the gold scrap value. The check was delivered to me in less than 48 hours. I understand that by choosing to accept the business response that complaint #******** will be closed as resolved.

Regards,

*******************

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