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Silver GalleryThis business is NOT BBB Accredited.
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Complaints
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate Silver Gallery has a pattern of complaints concerning delivery delays, lack of communication regarding order status, and a failure to answer customer’s calls and emails in a timely fashion. On May 6, 2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints. Silver Gallery has responded they are very under staffed and are experiencing significant delays from their suppliers.
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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
09/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Hello, On January 17, 2022, I placed an online order for 2 silver napkin rings and paid $146.99 via a **** credit card. I received an online receipt for order #********* and my credit card was billed. Since then, I have called a few times, but the answering machine indicates that due to staffing shortages the line does not accept messages, and customers should communicate via email. At this point I have sent two emails asking for the status of my order. I have been polite. I have asked for just a brief message indicating a timeline for my order in each email. I have received no responses. In my final email, sent on 8/22/22, I indicated that I wanted to cancel my order and have the money charged to my credit card returned to me via the same credit card; and if I did not receive a reply by 9/1/22, I would seek redress through the BBB or the office of the Commonwealth of Virginia that tends to such matters. Hence, I have started with you. I would appreciate your assistance in canceling my order and having my money returned. Thank you very much for your assistance, ********* *****Initial Complaint
08/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am scared now - decided to google reviews and now see this company has closed??? So now how do I get my order cancelled! ? Am I out $68 now :-( please help!!! Thank you!Initial Complaint
08/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered two Reed & Barton Charleston Letter Openers engraved in May of 2022. I was informed they were delayed by 2-3 weeks. I responded the delay was acceptable. I have emailed four times and tried to call multiple times, and have left messages, with no successful response back from the business. I would like to be refunded the charges to my card as it has been three months with no items being delivered to me.Business response
08/22/2022
Ms. *******:Please accept my sincere & genuine apology for the trouble with your order. Due to a number of factors, we are unable to fulfill your order.However, your credit card was never charged, so a refund is not applicable. Your order has been cancelled.I'm so very sorry.-- Stacey S.Silver GalleryCustomer response
08/23/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***Initial Complaint
08/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered the Empire Pewter Birth Record Frame with engraving as a gift on 6/30/22 (confirmation #*********). I paid with my Visa credit card which has not yet been charged (assuming because the order hasn't shipped yet.) I have emailed the company 3 times in the last month for an order update. I have called the phone number listed on my order over 10 times to try and reach someone regarding an update. Each time I get the same recording saying they are "closed for inventory and system upgrades from June 13 until June 21 but you can expect order updates during this time." There is no way to leave a message as the recording plays in a loop. It has been over a month with absolutely no updates or communication from this company. I am unsure at this point if my order will ever get filled so I would like to cancel the order but I'm unsure of how to cancel since I don't know if anyone is reading their emails and I can't leave a voicemail. I would like to order this personalized item from another vendor but I'm afraid if I do, then this order might eventually get filled at some later point in time and I would end up with 2 personalized gifts of the same kind. How can I cancel my order and be sure someone verifies that it is, indeed, cancelled?Business response
08/22/2022
Ms. *********:Please accept my sincere and genuine apology for the trouble with your order. Due to a number of factors, we are unable to fulfill your order.The order has been cancelled. Your credit card was not charged, so a refund is not applicable.Again, I'm very sorry.-- Stacey S.Silver GalleryCustomer response
08/24/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I consider this complaint resolved. Regards, ********* *********Initial Complaint
06/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
The ordered item was never received. The company has failed to reply to multiple emails and telephone calls over many weeks -- including "Final Notice" email through the BBB on 6/8/2022. I am requesting either (a) the item for which I paid, or (b) an immediate refund. PAID BUT NEVER RECEVED -- order date: 3/10/2022 order number: ********* amount paid: $315 (MasterCard) item description: Empire Heavy Gauge Sterling Silver Grand Pot Belly Baby Cup, SKU EM-89, WITH ENGRAVING, GIFT WRAPPED.Business response
06/24/2022
Dear Customer:The Empire baby cup that you ordered is still on back order. If you have read other complaints, you can see that we remain very understaffed and struggling under the weight of a huge volume of calls and messages. Our failure to respond to your messages is certainly NOT deliberate, and I apologize. This has been a terrible year for our company, and we are determined to resolve all issues and return to our previous level of excellent service.It is our policy not to charge customers until an order ships - but orders paid via ****** at that time were charged immediately, though this is no longer the case.Your order has been cancelled. You will receive a refund via ****** as soon as possible.Again, my sincere apology.-- Stacey S.Silver GalleryCustomer response
06/25/2022
: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you, * * ******Customer response
07/11/2022
Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The ordered item was never received. The company has failed to reply to multiple emails and telephone calls over many weeks -- including "Final Notice" email through the BBB on 6/8/2022. I am requesting either (a) the item for which I paid, or (b) an immediate refund. PAID BUT NEVER RECEVED -- order date: 3/10/2022 order number: ********* amount paid: $315 (MasterCard) item description: Empire Heavy Gauge Sterling Silver Grand Pot Belly Baby Cup, SKU EM-89, WITH ENGRAVING, GIFT WRAPPED. Regards, * * ******Initial Complaint
05/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # ********* Transaction Date: Nov. 1, 2021 Amount Paid: $121.99 I put in an order on Nov. 1, 2021 for a Empire Pewter Birth Record Frame and ~7 months later have not received my order or any communication about the order even after multiple attempts to contact Silver Gallery via phone and email. My credit card was charged for the items at purchase. I want a full refund immediately.Business response
06/01/2022
Ms. ******:I'm so very sorry for the lack of communication regarding your order. We are very understaffed and struggling hard to stay on top of communication regarding back ordered items.The Birth Record Frames are still out of stock, so your credit card was never charged for the order.Per your request, the order has been cancelled - no refund is due. Again, I'm so sorry. We are working on a plan to get back to our previous level of excellent customer service. Sincerely,Stacey S.Silver GalleryCustomer response
06/07/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******Initial Complaint
05/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # ********* Transaction Date: Mar. 1, 2022 Amount Paid: $260.00 Silver Gallery is supposed to provide me an engraved Empire Sterling Silver Birth Record Frame. I placed this order on Mar. 1, 2022 and have not received anything- not even an email status update. I tried calling the business on numerous occasions at the number in the transaction receipt (************) but was unable to reach anyone and the line does not allow for voicemails. I have also reached out repeatedly via email to no avail. The business has made no attempt to contact me or resolve this issue. While I would like to receive what I ordered without further delay, if this is not feasible, I would like a full refund ASAP.Business response
06/01/2022
*** *********:Please accept my sincere apology for the lack of communication regarding your order. We remain very understaffed and we're trying hard to stay on top of the volume of calls & messages regarding delayed or back ordered items.The Empire Birth Record Frames are still on back order - however I have cancelled your order per your request.Your credit card was not charged, so a refund is not necessary.Again, I am so very sorry. This is the worst situation we've faced as a business in 20 years. We are working on a plan to get back to our previous level of excellent customer service.Sincerely,****** **Silver GalleryCustomer response
06/01/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *********Initial Complaint
05/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have tried numerous times to contact you by phone and email about order # ********* silver cuff links personalized for my nephew as a graduation gift. No response. I have a screen shot of my order number and information but never received a confirmation email. I’m disappointed in the customer service as I’m trying to track my gift.Business response
05/16/2022
Dear *** **Please accept my sincere and heartfelt apology for the lack of communication regarding your order. As you may see, we are very understaffed and struggling mightily to respond to the large volume of calls & messages regarding back ordered items.At this time, the cuff links are still out of stock. However, we have a plan in place to fulfill these back orders and communicate with every customer regarding their order status.***Your credit card has not been charged - and will not be charged until the order ships***Unless you wish to cancel, we will keep your order open. You will hear from us within the next 7-10 business days with an order update.Again, my apologies. -- Stacey S.Silver GalleryInitial Complaint
04/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I made a purchase on this website for 2 silver frames on 02/16/2022. My credit card was charged and I’ve received no order updates. I’ve made 2 phone calls and sent 2 emails to the company with no response. I’m shocked that this fraudulent company is allowed to operate. After reading the other complaints, I’m considering contacting the FBI.Business response
05/07/2022
Ms. ******:If you have read the other complaints, then I hope you can understand the terrible situation in which my company has found itself post-COVID.Prior to COVID, we were a thriving business with enough employees and inventory to not only deliver orders, but with a 4.8 star rating for our customer service.Post-COVID we are down to two employees, tons of back orders for items that are still delayed, and only one person in the office to manage the hurricane of emails and calls, as well as processing the orders for engraving & shipping.There's no fraud. There is no scam. We are not, and never have been, dishonest. If only customers were as quick these days to post their positive experiences, it would be evident that we actually DO complete many orders.As the owner of this business from the very beginning 20 years ago, this is absolutely the worst business situation we've faced. I cannot tell you how truly sorry I am that your order was not fulfilled, and that although I've tried my best, I was unable to get back to you in a timely manner.Your money has been refunded in full.Again, my apologies.-- Stacey S.Silver GalleryCustomer response
05/10/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have received my refund from Silver Gallery. I am not sure how this business can claim to have no staff available to answer phone calls or emails, but they somehow have the staff available to respond to BBB requests and issue refunds? Something is fishy here. I reported the website and the business to the FBI. Regards, ***** ******Initial Complaint
04/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order Date: April 20, 2022 Order #********* Purchase Amount: $96.99 Empire Pewter Classic Plain Baby Cup (engraved). Purchased cup online and were informed of the order # and a note that we would receive an order confirmation via email with details to the order and a link to track its progress. Tried numerous times to call and email Silver Gallery without any success/response. Have placed orders with them in the past and they have been very prompt. Would like to know if order is going to be processed (in a timely manner) or if we need to cancel.Business response
04/27/2022
**** *** **I am truly sorry for the lack of communication regarding your order. We are very understaffed and trying hard to notify everyone of back ordered and delayed items in a timely manner.The item you ordered is currently out of stock with no ETA for delivery.Your credit card has not been charged, so if you wish to cancel the order just let us know.-- Stacey S.Silver GalleryCustomer response
05/11/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Please cancel our order with Silver Gallery (Order # *********). Order was placed April 20, 2022 with credit card. Thank you, ****** ******
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Customer Complaints Summary
26 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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