Complaints

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:04/16/2025

  Type:Service or Repair 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 purchased a bracelet from this company and it was shipped and I received a confirmation that my bracelet was delivered 4/14/25.The bracelet wasnt delivered.I called ***** the next day and they said they delivered it and I told them it wasnt. I asked ***** if they delivered to wrong place and where is it. ***** told me they are not allowed to reveal that information. They said to call shipper. I called Babygold and high call volume so I emailed them. They immediately emailed me saying to check with neighbors and I did and the neighbors didnt see the package. So I emailed them back and they said they are going to contact *****. They emailed me back later saying that unfortunately they cant locate package and the investigation is ongoing but we are giving full credit. This has been such a bad ordeal that I just want a refund.

  Business Response

  Date: 05/01/2025

  Hello, 

  Thank you for reaching out and sharing your experienceI'm truly sorry for the inconvenience and frustration you've faced with this order. We completely understand how upsetting it is when a package is marked as delivered but doesn't arrive, and we truly regret that this has been such a stressful experience. As mentioned, we immediately initiated an investigation with ****** but unfortunately, they have not been able to recover the package or confirm its exact delivery location.

  While we do rely on the shipping carrier's final scan and confirmation of delivery, we understand that you did not receive your item. However I see our team has been in contact with you and offered a resolution. 

  
  We genuinely value your feedback and will continue working to improve both our processes and the customer experience. Please let us know if theres anything else we can assist with by emailing ************************************************************. 

• Initial Complaint

  Date:04/11/2025

  Type:Product 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.

  Put an order in with Baby Gold for three items totaling over $900. All appeared in stock online but 2/3 items were not, they canceled and then had me put the order in again. Then they marked 2/3 items as delivered, but only one arrived. They marked both delivered. I sent pictures, they said it actually hasn't shipped and then never contacted me me again to let me know when it will ship. No one reached out to. Given the inconsistencies and the fact that no one contacted me to tell me this I no longer want it. I want to be refunded because I dont want to wait for it (both connectors were allegedly in stock but its now clear they also were not) nor do I want it after receiving the round one. The round one DID come in the mail and it doesnt clasp! I sent a video showing this. It doesnt work. So I want a refund on this and the diamond one, which I no longer want given the terrible quality of the round one. Its as if no one even checked it before sending it out to. I also dont understand how you can mark it as delivered when it hasnt even shipped out. I sent countless emails. No one contacted me. I have reached out numerous times. Someone from your team *******? said another team will be in touch with me to resolve. They have not reached out!! Absolutely horrific quality and customer service. Jewelry doesn't even come with a stamp showing its 14K. They should be taken to court.

  Business Response

  Date: 05/01/2025

  Hello Vesna, 

  Thank you for reaching out and sharing your experiencewere truly sorry for the frustration and inconvenience this situation has caused.We sincerely apologize for the confusion around your order, including the stock issues, delivery status, and lack of timely communication. Your concerns are completely valid, and we understand how disappointing this must have been.

  
  After reviewing your case, I can confirm that our team has been in contact with you and emailed you full details. If you havent seen the email, please check your spam or promotions folder, just in case. We take your feedback seriously and are actively reviewing where we went wrong, especially regarding communication and quality control. This is not the experience we strive to provide, and were committed to doing better.

  
  If theres anything else we can do or clarify, please dont hesitate to reach out to *********************************** Again, we sincerely apologize and appreciate your patience.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair 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 purchased a necklace from this company about 18 months ago. I chose this company because it came with a lifetime warranty. I wore the necklace only 5-6 times as I noticed the gold was disintegrating, crumbling, and falling apart. I have purchased hundreds of pieces of gold in my life and have never experienced this type of issue. I contacted the company to replace or fix it as they claim to have a warranty. They told me that it is a wear and tear issue and not a manufacturer issue. This is untrue as real solid gold does not do this and lasts hundreds of years. I sent it back and they claimed to have fixed it however they returned it back to me the exact same way i sent it, broken. I have tried multiple times to contact the owner and have had no luck. They do not save your order numbers when you log in to your account and therefore claim to have no record of certain orders. This company is not selling real solid 14k gold as advertised and not offering to fix things with their fake lifetime warrenty. I am done with them and am going to just sell the necklace for scrap gold. I am writing this to prevent others from going through this situation.

  Business Response

  Date: 04/14/2025

  Hello, 

  Thank you for taking the time to share your experience, and I'm truly sorry to hear about the frustration and disappointment you've felt with your necklace. We never want any of our customers to feel let down, especially when it comes to the quality and care we put into each piece.

  To clarify, the necklace you purchased is indeed made of solid 14k gold. However, like many fine jewelry pieces, especially chains, the links are crafted using hollow construction a common industry practice designed to balance durability with wearability and comfort. While the item itself is solid 14k gold (not plated or filled), hollow links can be more susceptible to denting over time, especially if exposed to pressure or bending. We absolutely understand how disheartening it can be when a piece doesnt hold up as expected, especially with limited wear. That said, our warranty covers manufacturing defects, but unfortunately does not extend to damage caused by normal wear or external factors which is what appears to have happened in this case.

  We also sincerely apologize if you've had trouble reaching us. Were actively improving our system, please know we value your trust, and if theres any way we can make this right, were here to help. Our team has been in contact with you however has not heard back, we will follow up again via ************************************************************.

  Thank you again for your feedback!

• Initial Complaint

  Date:04/04/2025

  Type:Product 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 purchased the Dainty Diamond Tennis Bracelet and received it January 27, 2025. The bracelet broke, fell off my wrist on April 1, 2025. I immediately contacted BabyGold with a description, my address, a photo, etc. I received a quick response that they would look into it and get back to me and I've heard nothing as of April 4, 2025. I've emailed multiple times. I've called (no answer). I've used the chat feature on the website (also, no answer). Terrible quality, worse customer service.

  Business Response

  Date: 04/14/2025

  Hey *******, 

  Thank you so much for reaching out. We're truly sorry to hear about the issue with your bracelet, and we completely understand how frustrating that must be. I also want to sincerely apologize for the delay in our response. Our goal is always to get back to emails within 48 hours. However, when multiple messages are sent before weve had a chance to respond, it can sometimes bump the original message further down in the queue and were really sorry for the confusion and delay this may have caused.

  That said, I do see that our team has been in touch and is actively working on resolving this for you. Please rest assured that were here to make things right and will follow through until everything is taken care of.

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service 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.

  Ordered a ring in December 2024, contacted customer service since February 18 with an issue stating that the ring broke customer service has been unresponsive for the last three weeks. I submitted all of the information they requested in regards to how it is damaged and they said somebody would get back to me, but now were going on a month of nobody getting back to me.

  Business Response

  Date: 03/24/2025

  Hey *******, 

  Thank you for reaching out and sharing your concerns. I sincerely apologize for the inconvenience caused. It appears that after our team initially requested the details, we received a few inquiries that caused us to miss your original response, leading to a delay on our end. I truly regret that we didnt get back to you sooner. I can see that our team has since been in touch with you, and were committed to ensuring a smoother process moving forward.

  Thanks 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23034380
  
  I am rejecting this response because:

  says theres a lifetime warranty. After spending in pics they deny it. Stating it cant be fixed. Offered to send me a new ring at a discount. Not good business nor backing of products. Nothing was resolved as I already spent $ on the first ring to have it broken. Why am I going to buy another. Id like compensation back. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/27/2025

  Hello, 

  Thank you for reaching out and sharing your concerns with us! I want to clarify that the lifetime warranty covers the cost of repairs for your item. However, please note that additional fees may apply for replacements or shipping costs. We truly value your feedback and apologize for any frustration this may have caused.

  
  I see our team has already been in contact with you but didnt receive a response. Well follow up shortly to ensure we get this resolved for you. 

  Thanks

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23034380
  
  I am rejecting this response because:

  You stated you cant fix the ring which is funny because I showed my jeweler and they can. You dont want to repair the damage, but just charge me for another ring almost the same price I paid. That isnt a lifetime warranty. Thats robbery. I want money back for the item you choose not to fix, and try and scam me into a new ring. Which will probably break again due to poor quality.

  Do wants right and credit me back

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/04/2025

  Hey *******, 

  Thank you for bringing this matter to our attention. We understand how important your piece is to you, and we genuinely care about your satisfaction and experience with our products. Every item we create is designed and crafted in-house, and we take great pride in our work, hoping that each piece lasts a lifetime. However, we understand that daily wear and individual circumstances can impact the longevity of a product.

  If your local jeweler has confirmed the issue, we respect your decision to move forward, but we want to clarify that each of our items is cast as a single piece, and we have a deep understanding of how our items are made and how they should perform. Our team carefully assesses damages based on their location and type to determine the best course of action. In this case, since the break appears to be in the middle of the piece and has compromised the integrity of the item, we would be concerned about the potential for ongoing issues, which is why we do not want you to continue experiencing any further inconvenience. We are committed to supporting you through this process.

  While our warranty covers the labor associated with repairs, we want to clarify that it does not extend to damage caused by normal wear or replacements. We truly want to help you resolve this matter and ensure youre happy with your purchase. Please let us if you have any other questions to *********************************** and we will do everything we can to assist you.

  Thanks 

   

   

   

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23034380
  
  I am rejecting this response because:
  This is still no help. The ring lasted two months. My jeweler fixed it with no issues and I had to pay out of my pocket, he stated it was an easy fix and you could have done it. I want a credit back. not asking for the whole cost of the ring but something since, it clearly could have been done but you are  trying to rip a customer off.  Dont even bother to say lifetime warranty then 

   

  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/04/2025

  Type:Product 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 purchased a bracelet from this company (Baby Gold) and the Mirror Chain bracelet was shipped to me in defective condition (the ring where the clasp attaches was non-contiguous as seen in picture below). Baby Gold has a no refund policy (which in itself is a red flag as all other reputable online jewelry companies have reasonable return policies as a reflection they stand behind their product). I immediately emailed Baby Gold on 2/25/25 with a picture of the bracelet and asked for a full refund given the defective nature of the bracelet. I received an automated response that someone would get back to me soon. I followed up 48 hours later on 2/27/25 as I did not receive a response. I followed up again on 3/3/25 as there was still no response. It is now 1 week later (3/4/25) and still no response or resolution. I tried calling their customer service number which (to no surprise) does not allow you to speak to an agent and directs you back to the same email that no one has responded to. This company is riddled with complaints from many other customers - embarrassingly poor quality jewelry and zero customer service. If my issue is not resolved I will join others is making sure customers are aware of this fraudulent company and to never purchase from Baby Gold.

  Business Response

  Date: 03/17/2025

  Hello, 

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and inconvenience youve encountered. I completely understand how disappointing it can be to receive a defective product and not receive timely support, and we truly regret that your experience has been less than satisfactory.

  Upon reviewing your situation, it seems there may have been a delay in our response, which is certainly not typical for us. We deeply value all our customers and take concerns like yours seriously. We want to make this right and get this resolved for you, it appears the item has been returned and our team is working on this. 

  We understand that our no-refund policy can be frustrating in situations like this, but we are committed to ensuring our products meet the highest standards. We appreciate your understanding and patience as we work towards resolving this for you as quickly as possible. Once again, we truly apologize for the inconvenience caused, and we are committed to providing you with a resolution. Please email us in to ********************************** let us know how we can best assist moving forward.

  Thanks 

• Initial Complaint

  Date:02/20/2025

  Type:Product 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.

  Baby Gold does not sell 14kt jewerly as stated all over their website. On Feb 10, 2025, I ordered a 20" 14kt grand paperclip necklace for my spouse as a valentines day gift. The necklace arrived on Feb 14, 2025. The necklace recieved is not 14kt gold and appears to be 10kt or just plated gold as it's a different yellow than the rest of our 14kt gold jewelry. It's also lighter than shorter (and cheaper) 14kt necklaces. Lastly, the gold did not have a carat stamp anywhere on it which is a red flag. My spouse never wore it and we immediately boxed it back up in the original wrapping in disappointment. The next day, Feb 15, 2025, I replied to the ********************************** email stating that I was not pleased with the product recieved as it does not appear to be 14kt gold as I ordered and the website states and I'm requesting a full refund. Within one minute of me sending my message, I received a response stating they would hand the issue to their team for further assistance. Since that message, I never received a follow up message nor has anyone contacted me. Each day since, I have also called the only support number listed, ************ but none of the four options reach a live person. I also tried the online chat function as well but no one ever responds.Additionally, you cannot select a refund from their website during the 10-day return time frame, only store credit. This was not known by me before I made the purchase.I'm requesting help to recieve a full refund of my purchase costs as this website and product are a scam. This is inferior quality jewelry being sold as 14kt gold.I still have the product in original packaging as I'm not sending it back without a guarantee that my money will be refunded.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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 purchased a paperclip bracelet for my wife for Christmas. It was 14K. Gold and I paid over ****** for it. She wore the bracelet twice and it fell off. Upon inspection one of the links was separated. I contacted the company and was advised to return it for repair.After a couple of weeks we received the bracelet back. My wife wore it 1 day and it fell off again. This time it was not found!This bracelet was only worn 3 times!! Due to the poor craftsmanship and shoddy repair, the bracelet is lost forever and I wasted alot of money. My wife is sick to her stomach. This company makes junk for jewelry, and their jewelers are a joke. I will never purchase anything from them again nor should you! STAY AWAY FROM THIS JOKE OF A COMPANY

  Business Response

  Date: 02/14/2025

  Hey *****, 

  Thank you for reaching out and sharing your concerns with us! I am truly sorry to hear about the issue with your bracelet. When we create each item, we sincerely hope it lasts a lifetime. However, we understand that items can fit differently depending on daily wear, activities, and individual fit preferences. We will go ahead and review your request, and you can expect a follow-up email from us soon so we can work toward resolving this for you.

  Thanks 

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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 placed an order for a 14K gold paperclip (large) necklace on 2/10. I didnt receive an order confirmation even until 2/12. On 2/11 I followed up with the merchant via email. I received very general replies. Finally in my last two replies on 2/11, I asked that if the merchant cannot ensure my order would be delivered before Valentines Day, to please cancel my order. There was no response from the merchant. Only on 2/13, late afternoon did I receive an order confirmation even and then shortly after they appear to have shipped the item I had ordered. Per the tracking information on the carriers website, my order is supposed to arrive late, on Valentines Day and not before. The merchant says they provide live chat and phone support but in reality that is not the case. Therefore timely and effective support isnt provided to the consumer.

  Business Response

  Date: 02/14/2025

  Hello, 

  Thank you for reaching out! I see that your order was in stock, but it still required a processing time of 1-3 days. Your order was shipped on Wednesday with ***** 2-Day delivery, so it is expected to arrive today, 2/14. I understand that you reached out, and while our team has been working hard to get all orders out promptly, I can confirm that your order was shipped as planned. We appreciate your patience, and your order should be in your hands shortly.

  Thanks 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22934991
  
  I am rejecting this response because:
  

  Multiple emails were sent before the order was even confirmed and processed request the order be cancelled if it could not be delivered BEFORE Valentines Day. Emails were replied to by the business but did not even attempt to address the request made. 
  

  A full refund back to the card and in instructions for return is the only resolution.

  Business also misleads consumer and acts disingenuously by providing a customer service number and a live chat, options when pursued are in reality unavailable to consumers.  

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/25/2025

  Hey ******, 

  Thank you for sharing your concerns, and I sincerely apologize for any inconvenience caused! Our team has been working diligently to process all orders in a timely manner. We confirmed that your order would arrive by *********** Day, though we were unable to guarantee an earlier arrival, as this would depend on the shipping method selected.

  Your order was shipped within the promised timeframe, and we appreciate your understanding. I apologize again for any inconvenience this may have caused, and thank you for your patience.

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service 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.

  **************** is garbage which they claim to be number one priority. Emailed them a million times for a refund to my original payment method. After having to file a credit card claim to get their attention to respond, they agreed to the refund to original payment. I returned the product and they gave me store credit. I have once again sent several emails over several days and still heard anything back. I dont want store credit I want my money back. Again I have proof they agreed to that. They have the worst customer service and no accountability. My credit card company shouldnt have to do their job. At this point with the frustration and work I have had to put in, I should get the refund and be able to keep the store credit. They should be embarrassed at the amount of complaints and lack of support and quality they provide.

  Business Response

  Date: 02/14/2025

  Hello, 

  Thank you for reaching out to us, and we sincerely apologize for the frustration and inconvenience you've experienced with our customer service. We truly value your feedback and deeply regret that we have not met your expectations in this matter.

  As we produce our items in-house, and given the nature of our production process, non-personalized items are only eligible for returns in the form of store credit. Our return policy is outlined under product details, our return policy page, and in our ************ We strive to provide full transparency regarding our policies in order to set clear expectations for our customers. That being said, after reviewing your case, we see that there was some back and forth communication with our team, and our return policy was confirmed to you. Unfortunately, it appears that a series of emails led to a delay in our response to your initial message. We sincerely apologize for any inconvenience caused by this lapse, and we are taking immediate steps to ensure better handling of inquiries moving forward.

  We understand the importance of adhering to our agreements and are committed to resolving this situation as quickly as possible. Again, we truly apologize for the inconvenience, and we appreciate your patience and understanding during this time. 
  

  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22899979
  
  I am rejecting this response because:

  I have provided proof that they agreed to refund my original payment method. Again, proving their lack of customer service and even competence they have not done so. They are not taking this seriously. I am on the verge of taking them to small claims court. They agreed to my original payment method and gave me store credit. Completely unacceptable and theft. They have had the merchandise back already for weeks and in perfect condition. They should be shut down with the book of complaints against them. 

  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/25/2025

  Hey *******, 

  I completely understand your concerns, and I sincerely apologize for any back-and-forth you've experienced. Our goal is to assist you and ensure your satisfaction. I see that our team has been in touch with you, and the issue has been resolved. Once again, I am truly sorry for any inconvenience this may have caused.

  Thanks