ComplaintsforThe GLD Shop

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my frustration with The GLD Shop regarding my recent purchase. I placed an order on [May 18,2024], but I have not received the product as of today, [June 11 2024]. Despite multiple attempts to contact the companys customer service team, I have not received a satisfactory response or a resolution.My specific complaints are as follows:1. **Non-Delivery of Order:** I have yet to receive the product I ordered. My order number is WJ9C6W92-1. The estimated delivery date has long passed, and there has been no update or communication about the delay.2. **Lack of **************** Response:** I have reached out to The GLD Shops customer service multiple times via email and their website's contact form. Each time, I receive a ticket number but no subsequent follow-up. According to their policy, I should receive a response within 24 hours, but this has not been the case.3. **No Refund or Resolution:** Despite my repeated requests for a status update or a refund due to the non-delivery of my order, I have received no response or resolution from The GLD Shop.This experience has been highly unsatisfactory and has caused significant inconvenience. I am requesting an immediate resolution, either in the form of the delivery of my ordered product or a full refund of my purchase. Additionally, I expect better communication and customer service moving forward.Thank you for addressing this issue promptly **Desired Resolution:**- Full refund of the purchase price **Customer Information:**- **Name:** [Teairra ]- **Email:** ********************** **Phone Number:** *************]- **Order Number:** WJ9C6W92-1 Thank you for your assistance in resolving this matter.Sincerely,Teairra

  

  Business response

  06/12/2024

  Hello,

  Im really sorry to hear about the hassle youve been dealing with regarding your recent order from us. It's definitely not the experience we aim for nor want you to have, but you can remain rest assured we're here to help.

  It seems there might have been a little hiccup with the email address you provided, which could be why you didnt hear back from us. Well make sure to further research what your correct email address is and contact you directly to see this matter resolved.

  Thank you so much,

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have not received my order yet. My order number is #*******. My package says in transit but the tracker shows that it has been at ***** Ellenwood since May 24th. I believe the initial estimated delivery was May 27th and there has been no progress for two weeks. When will my package arrive.

  

  Business response

  06/08/2024

  Hello,

  Thank you for taking the time to share your experience. We deeply apologize for the inconvenience you have experienced with your order and understand how frustrating it can be when a package is delayed. The trouble this has caused you is truly unfortunate but remain rest assured we are here to help.

  We are currently looking into this matter with ***** and will reach out to you directly via email to provide an update and ensure this issue is resolved as swiftly as possible.

  Thank you for your patience and understanding.

  Customer response

  06/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Gld Shop buyer beware. I made a purchase on January 13 and 2 items were missing. I called their customer service and I was told a claim would be processed then my money refunded. I inquired about this again twice. Today I get the same rinse a repeat answer. This company has no intention of giving me a refund. If you buy anything from here and there is an issue you won't be refunded. I am owed over ****** and ***** for shipping. I will never do business with this company again.

  

  Business response

  06/06/2024

  Hello,

  Thank you for bringing this to our attention. I understand how frustrating it can be when an issue like this arises, and I appreciate you taking the time to share your experience with us.
  I do sincerely apologize for the inconvenience you've experienced with your order from January. I see that you reached out to us about the missing items four months after the purchase, and we informed you that we needed to await the results of the claims process.

  However, understanding the inconvenience this situation has caused, we have already processed a refund as a one-time exception. The refund will reflect in your account within 3-7 business days based on your banks processing time.

  If there is anything else we can assist you with, please do not hesitate to reach out.

  Customer response

  06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  GLD Shop warranty is a total scam. They promise a "lifetime guarantee" but when we sent back a $64 chain within a few months of purchase because it was such poor quality that it broke in the middle they had the audacity to charge $20.79 for the "lifetime warranty" that was supposedly included in our original purchase.This is 1. deceptive as the warranty shouldn't be an add-on purchase, 2. ridiculously overpriced. There is no way it costs even close to $20 to send back a little chain. And I know this because I sent them the defective chain at my own cost I only paid this because it was a gift for my son. But we will never purchase from this company again unless they refund us the $20.79

  

  Business response

  06/06/2024

  Hello,

  Thank you for taking the time to share your feedback with us and we truly apologize the warranty process did not meet your expectations.

  Please allow me to clarify that the $19.99 fee for our lifetime warranty covers more than just the shipping cost. This fee includes not only the shipping of the replacement item but also the handling and processing of your warranty claim. We aim to ensure that each replacement item meets our quality standards and reaches you in perfect condition.

  We understand your concerns and regret that our warranty service did not meet your expectations. Unlike many other businesses that offer only a 30-day warranty, our lifetime guarantee is designed to provide long-term value and assurance for our customers. We believe this commitment sets us apart and underscores our confidence in the quality of our products.

  Your satisfaction is very important to us, and we take pride in our warranty services. We appreciate your feedback as it helps us to improve. If there's anything more we can do to assist you, please let us know.

  Customer response

  06/06/2024

   
  Complaint: 21756454
  
  I am rejecting this response because: you just made excuses for your "warranty" program that doesn't hold up.  I could cite many entities' warranties, but I'll use a recent example where I had an issue with a Patagonia jacket.  Their warranty actually means something -  they not only fixed it for free, they didn't make me pay anything for shipping, or processing, or hanlding. That's a warranty - standing behind your product.  Not charging customers for the elements of doing business that are part of the warranty and shouldn't have an additional cost.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/08/2024

  Hello,

  I deeply apologize for any frustration our previous response may have caused. We do regret that our warranty process did not meet your expectations, and are always grateful for feedback from our valued customers such as yourself.

  To clarify, our warranty program is designed to be competitive within the jewelry industry. We understand and respect that other companies, such as the one you mentioned for jackets, have different warranty policies. It's great to hear about their approach, and we are always looking for ways to improve our own services.

  Our goal is to provide long-term value and assurance to our customers by offering a lifetime guarantee, which we believe sets us apart in the jewelry market. However, we understand your concerns and are committed to ensuring your satisfaction.

  We would like to resolve this matter directly and will follow up with you via email shortly. Thank you for giving us the opportunity to address your concerns.

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for doing the right thing.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two items with an additional fee for package protection in case is lost or stolen. My packages never arrived. Now Im being told they cannot give me a refund but just store credit or a replacement. I am not interested in a replacement because it was for a gift that passed. I also dont want store credit for items I didnt receive. I just want a refund to my original form of payment.

  

  Business response

  05/12/2024

  Hello,

  Thank you so much for taking the time to bring this issue to our attention. We understand your disappointment in not receiving the items you purchased, especially when they were intended as gifts.

  Our package protection service is designed to assist in cases like this, and we regret that it was not appropriately recognized by the agent who assisted you. We will follow up with them immediately to ensure this issue is resolved.

  Thank you again for your feedback and patience as we work to address this matter. If you have any further concerns or questions, please don't hesitate to contact us directly

  Kind regards,

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a white gold 18 plated rope chain with a lifetime warranty in August 2023. Two months later the chain broke. Requested warranty replacement and received back a chain that is an inch shorter, now 17 that promptly also broke. I was told that theres no warranty on a warranty piece. No lifetime warranty exists-false advertising. Poor quality product that broke easily and then broke again-I do not know if the original chain was just sautered together and returned to me but thats my suspicion.Originally paid $54.50. Then paid $21.23 for the warranty shipping.

  

  Business response

  05/12/2024

  Hello,

  Thank you for sharing your feedback. We sincerely apologize for the inconvenience and frustration you experienced with your chain and warranty replacement process. We strive to provide high-quality products and excellent customer service, and it's disheartening to hear about your negative experience.

  Please allow me to clarify that we only sell even-sized chains, all measured precisely in inches. If you received a 17" chain instead of the 18" you purchased, please reach out to us directly with a photo of the measurements so we can investigate this matter thoroughly and provide appropriate assistance.

  Regarding the lifetime warranty, it guarantees a one-time replacement of your piece at any point in time. This information may be located on our website's FAQ page. However, we understand that this may not have been clearly communicated, and for that, we apologize. Our intention is to offer a warranty that surpasses industry standards, as many competitors only guarantee assistance within 30 days of purchase.

  Please feel welcome to contact us directly should we be able to help with any additional questions or concerns.

  Kind regards,

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for one necklace on 4/22/24. On 4/28 I asked about when the order would ship and was told I needed to wait to hear back from their internal "shipping department" on when it would ship. I followed up again on 5/1 and 5/2 to be told the same thing. I asked them to cancel the order as it was supposed to be a gift and 10 days later, it still hasn't shipped. They refused saying they still have to wait for their shipping department to respond and offered a $25 gift card. I do not want the gift card, It should not take 10 days to ship one necklace and the lack of response from their various departments is unacceptable. I should be able to cancel my order and get a refund considering nothing has shipped and they have no clue what's going on.

  

  Business response

  05/08/2024

  Hello,

  Thank you for taking the time to share your experience. It's disappointing to hear that your experience did not meet your expectations, especially with regards to the lack of communication and the extended wait time for your order.

  Upon reviewing your order history, we do see the delays in providing you with accurate shipping information and the inconvenience caused by our internal processes. We understand your frustration and share your disappointment in the handling of your order. At this time, we're pleased to inform you that your order has since been shipped, and you should receive it shortly. However, we understand that there are still discussions in place on receiving your package.

  We will follow up with you directly to address any remaining concerns and to discuss a resolution that meets your expectations. Your feedback is invaluable to us, and we are taking steps to improve our internal processes to prevent similar issues from occurring in the future.

  Kind regards,

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 10K Solid Gold Crucifix from The GLD Shop on January 31st with overnight shipping (Order #*******). After finding out I couldnt get overnight shipping because it was later found out it was a custom pendant (stated in fine print 4-8 week production time) they gave me a refund for the overnight shipping. HOWEVER, after waiting the 8 weeks, the necklace was still not shipped and I contacted customer support via email. They told me it was SOLD OUT and that I could receive a refund for the amount I paid for the item. I asked for a refund and was told I would be notified once they verify its status. From there, I was told your Solid Gold Crucifix is almost finished in production and should be shipping soon. Once it has, you will be emailed your tracking information and estimated date of delivery. They offered a **************************************************************************************** the next 2 weeks and once it leaves our warehoue we will email you the tracking details two weeks have gone by and still nothing. *Please note all quoted responses are Verbatim what was said in the replies. Since they refuse to tell me where my necklace is, any kind of timeframe thats accurate I just want a refund. I paid $569 for the item itself, with $35.56 in sales tax making a total of $604.56; The $19.95 I paid for overnight shipping was refunded so I did not add that into the total amount.

  

  Business response

  04/24/2024

  Hello,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you've experienced with your order. We completely understand your frustration with the delays in production and the lack of communication regarding the status of your necklace. Please know that we take these issues very seriously, and we are committed to resolving this matter promptly.

  As solid gold orders are custom-made and thus considered final sale, we regret to inform you that refunds are not typically offered once production has commenced. However, we acknowledge the extensive delay you've faced, and we share your disappointment in this regard.

  Please be assured that we are actively investigating the situation to understand why your order has experienced such a prolonged delay. We rely on our dedicated team of custom specialists for updates, and we are currently working to expedite their response. Due to a recent surge in custom orders, our response times have been longer than usual. Remain rest assured that we are committed to resolving this.

  We will be following up with you via email to discuss this matter further and to find a resolution that meets your needs. We thank you immensely for your time and patience thus far.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered bracelets from this place it was buy one get one free, the bracelets were too small I ignitiated a return & returned them. They sent me two more bracelets & I never opened the packet, I sent them back. Well they tryna say I didnt send but 1 bracelet back so shop pay paid them & are trying to collect the money from me, I refuse to pay. This jewerly is cheap the color is fake looking, I dont want none of it. They keep trying to give me a gift card, I need them to return shop pays money cause they fake jewerly was returned, if it wasnt it was never in the packet cause I never opened it, then he saying only 1 was marked for return, you going by a marking the package shoulda been checked. This is crazy. The return was initiated thru a email so why wasnt the package checked when it got there, I dont know what was in there. Then they keep telling me to go to the *** store to tell what was in there. *** store said the label was pre paid they dont know what was in the packet

  

  Business response

  04/22/2024

  Hello,

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience you've experienced regarding your recent return.

  Upon reviewing our records, it appears that our system indicates only one bracelet was marked for return on the form provided. While we strive to ensure accuracy in processing returns, the volume of packages we handle each week may occasionally lead to oversights. We understand your frustration and sincerely apologize for any confusion this has caused.

  We will investigate this matter further to ensure that all returned items are properly accounted for. Additionally, we appreciate your patience as we work to resolve this issue. We will follow up with you via email directly.

  Kind regards,

  Customer response

  04/25/2024

   
  Complaint: 21602070
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* they keep saying what was ****ed, how do you know if the item was returned if the package wasnt opened what company goes by a **** on the package. By not opening the package you dont know what was in then neither bracelet may not been returned this makes no sense s lot of clients went thru this by looking at the complaints

  Customer response

  04/30/2024

  Gld honored the return & did a refund, so I was satisfied with the company

• Initial Complaint

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number for package is ******* I placed an order with company. I put in wrong address and have been contacting them since last Tuesday 4/9/2024 and keep getting a generated AI. Message about I will be contacted and no one has contacted me about updating address. I have contacted ***** to change address and was told company is only people that can do that because they are the shipper. Everytime I contact GLD they keep saying *********** says delivered and indeed it was, but to wrong address. The address it was delivered to returned package to ***** but they fail to look any further. I would like a refund or address updated with ***** to receive package. No one has helped me and almost a week later and more than 48 hours. They keep telling me ********************************** refund. Thank you

  

  Business response

  04/17/2024

  Hello,

  Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience you've had to endure regarding the delivery of your package. We understand the frustration caused by the delay and the challenges you've faced in updating the address.

  Upon reviewing your order and communication, we see that you've reached out to us regarding the incorrect address on two separate emails addresses, in which we've already offered a replacement through one.

  To ensure you receive this communication, we'll follow up on both email addresses with the same offer. If you have any further concerns or questions, please don't hesitate to reach out to us directly.

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩