Complaints

This profile includes complaints for Oro Express LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Oro Express LLC has 11 locations, listed below.

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  Oro Express LLC

  2105 S Rural Rd Tempe, AZ 85282-1409

  
• 

  Oro Express LLC

  611 N 8th St Avondale, AZ 85323-2003

  
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  Oro Express LLC

  2803 W Van Buren St Phoenix, AZ 85009-4910

  
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  Oro Express LLC

  241 W Cottonwood Ln Ste 101 Casa Grande, AZ 85122-2492

  
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  Oro Express LLC

  752 S Alma School Rd Mesa, AZ 85210-1074

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This **** location filed my chain so bad that upon picking it up I was given a broken chain. I am very sad and distraught! They offered no assistance with repairs caused by.

  

  Business Response

  Date: 02/14/2025

  This complaint did not occur at Oro Express Mesa, ********************

  We have called the customer several times, but have not received a call back.  The transaction happened at sister location, *********** **** at ********************************************************************

  This complaint should be closed as it is againt the wrong business.

  I did speak with the store, and they did offer to repair the necklace for him, and we can also look at buying the neclace in for a 10% premium to our normal buy price if that helps.  The gold content here likely has good value - and that might be a good option.

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I HIGHLY recommend that you stay away from this company and NEVER do business with them!!! I was in a really bad spot and needed a little money to help me survive. I only had a ring that was left to me by my dad who passed away!! When my payment was due, I got a text from them reminding me it was due and if I still wanted the ring. I told her I absolutely wanted it but that *** recently moved to ***** so I asked if they could help me out and ship it to me and that I would be willing to pay for it to be shipped. They flat out refused to help me in any way and she went as far as to lecture me that it was my responsibility to figure out how to resolve my problem and not there's!!! I wasn't asking them to resolve it, I was resolving it by offering to pay to have it shipped but YOU refused to do that. I told her I would figure something out and get back to them. On 4/2 I got another text asking if I still wanted the item because they were going to put it on the sales floor if I didn't. I responded RIGHT AWAY to them and told them YES I still wanted it, and that whatever was due at the end of the month, I would pay it then because that was the soonest I could find someone to go pick it up for me since they weren't willing to help or work with me on shipping it. It took them TWO DAYS for them to respond back and in the end, even when THEY said they were going to put it on the sales floor TWO DAYS PRIOR, they had already put it on the sales floor AND SOLD IT!!!!! Why are you asking me if I still want it and try to get me to pay for it if you already sold it!! So you basically LIED to me when you told me, and I saved EVERY text to prove it, that if I didn't want it you would put it on the sales floor when it was ALREADY THERE!!!!! Why would you ask if I wanted it still if you had LIED and already put it on the floor!! It HAD to be on the floor when you were asking me if I still wanted it and when you were trying to get me to pay for it!!!!!!

  

  Business Response

  Date: 04/11/2024

  So, we have your ring, but you haven't paid for it.  And you would like the ring.

  Are you able to pay for it, or?  I'm a bit confused.  It's a **** loan, and if you don't pay we own the ring as of the expiration date.  So, it does make sense that you seem to want the ring, but you're not looking to buy it?

  Customer Answer

  Date: 05/01/2024

  I originally filed a complaint on this "business" and they responded but I was never notified of the response and it was closed. I'm not satisfied with their response because someone is NOT telling the truth!! In their last text to me, which I saved in my phone, they informed me that they had sold my ring I was trying to get back from them. But, in their response to my complaint they stated the following: "So, we have your ring, but you haven't paid for it. And you would like the ring. Are you able to pay for it, or? I'm a bit confused. It's a **** loan, and if you don't pay we own the ring as of the expiration date. So, it does make sense that you seem to want the ring, but you're not looking to buy it?" So what is it? Do you still have my ring or did you sell it like you told me two weeks ago!!! Someone isn't being honest either way and I really don't appreciate the games your company is playing with me!!!

  

  Business Response

  Date: 05/01/2024

  I discussed this with the store, and their answer was that you were not able to redeem the item due to your location and inability to appear in person to redeem as Arizona Law requires. So, the item was defaulted, and then we offered to sell you the item (because you can't redeem remotely, but you can default and then the item can be sold and shipped to you). 

  You didn't have the money to pay for the item, so it was put up for sale.  And then the item was sold.

  In speaking with *** at Oro Express Mesa, he felt that you were looking for a solution where which didn't involve paying us back the amount due on the loan or renewing the loan.  And then when the item defaulted you were not able to purchase it back, and then unfortunately the item was sold.

  We do try to extend where possible, but at some point defaults do need to be sold.

  Customer Answer

  Date: 05/02/2024

  First off, originally I informed you when you refused to help with shipping it to me that i would figure something out and would send my wife if I needed to since she still resides there. You informed me that if I did that I would have to send her with a singned certified letter allowing her to pick it up for me. I informed you that would have to be what I did since I'm now in **, I never ONCE told you I didn't have the money that I needed a little time to get that done and said I would pay whatever was due at the end of that month when I sent her. Second, about a week or so later you sent me a text, which I saved EVERY text, asking me if I still wanted the ring and if I was going to pay it off, come to find out that exact same day, you sold it, why were you asking me to pay it off if you had already sold it!!?? Third, you NEVER offered to let it default and sell it back to me, then you would ship it out to me, you sold it AFTER it defaulted and never once said I could buy it back!! It belonged to my dad who just DIED, why wouldn't I have taken that offer and buy it back and then have you ship it to me??? Again, I saved our entire conversation and that was never offered, it's just another lie being told, and IF you did offer that, it would be in a text because that's the only way we communicated, but you know there is no text offering that because it was NEVER done!!