ComplaintsforThe GLD Shop

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a watch on June 21 2024 and returned watch on June 25 which is date they received it back. It was 439.00..They till todays date of july 9 2024 have NOT REFUNDED MY MONEY..THERE RETURN PAGE STATES EASY RETURNS WITHIN DAYS, I EMAILED THE COMPANY AND THEY ASKED FOR 5 TO 10 BUSINESS DAYS.,ON DAY 11 THEY ANSWERED YET ANOTHER EMAIL I SENT REQUESTING REFUND FROM ORDER *******. THEY NOW ASK FOR 15 TO 20 DAYS. ITS ABSURD..IM REQUESTING A PROMPT REFUND...BUYER BEWARE!!

  

  Business response

  07/10/2024

  Hello,

  Thank you for your review. I truly apologize for the inconvenience and frustration you have experienced regarding your return and refund.

  Our returns page does state that we strive to provide easy returns within a few days. However, due to an unusually high influx of returns recently, our processing times have unfortunately been extended beyond our typical timeframe. This is not the level of service we aim to provide, and we truly regret that it has affected your experience with us.

  We appreciate your patience and understanding as we work through this backlog. Please rest assured that we are looking into your case, and we will do everything possible to expedite your refund. I will follow up with you via email directly with more information.

  Kind regards,

  Customer response

  07/11/2024

   
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against The GLD Shop due to their egregious handling of my replacement order and apparent false advertising practices. Complaint Summary:- Order Issue:I requested a replacement for a defective product nearly a month ago. Despite being assured of a 5-10 business day processing time, the replacement has yet to be dispatched. Repeated inquiries have yielded vague and non-committal responses, with no concrete date provided for the fulfillment of my order. Warranty Misrepresentation: The GLD Shop advertises a "lifetime warranty" on their products. However, their Terms of Service contain numerous clauses that effectively nullify this promise. Specifically, Section 5 states, "We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected." This is a clear contradiction to the advertised lifetime warranty.-False Advertising on Shipping:The GLD Shop claims to provide "fast shipping," yet their Terms of Service, particularly Section 3, disclaim any obligation to update information regarding shipping times. Additionally, Section 4 allows for the modification or discontinuation of services, including shipping policies, without notice.Details of the Transaction:- Ship/Receipt date: they received it June 6 // TRACKING: 1ZE4E0720327238501 - **Product:** Gold Plated Cuban 5mm bracelet - **Order Number / support ticket number :** ****** / ******* - **Initial Replacement Request Date:** 6/3/24 - **Correspondence Dates:** 6/1/24-present **Unprofessional Conduct:**- The company's representatives have demonstrated a lack of professionalism by needing to "check" on the status of my replacement multiple times without any follow-through.- They have imposed an unreasonable delay in processing the replacement, despite their stated policy.

  Customer response

  07/02/2024

  How in the world do they have an A rating? Theyre 1.5 out of 5. Look at other review sites in particular trust pilot. 1 starReviews flowing in about CS issues. Many of which legally contradict their terms of service. They want to have all of the fame but take no blame(ownership) for their s***** service. Ive processed a return FINALLY and now theyre saying its going to be another 2-3 days to ship out ??. What a joke. Based off of what I read its highly unlikely this will happen. They need to be held accountable for the lack of service. 

  

  Business response

  07/02/2024

  Hello,

  I greatly appreciate you bringing this matter to our attention and deeply apologize for the frustration you have experienced with your replacement order and our communication process.

  To further clarify, our returns department handles all incoming packages in the order they are received. Due to a recent surge in multiple return scenarios being processed, we have experienced unforeseen delays. We deeply regret that this has affected the timely dispatch of your warranty replacement order. Please stay assured that we are continually looking to improve our processes and your notations have been invaluable in helping us identify areas where we can enhance our service. I have personally made this a case to follow up with.

  Regarding the concerns raised about our terms of service, we strive to be transparent and ensure our customers have a clear understanding of our policies. Your feedback is most appreciated and I'll make sure our team reviews these terms to ensure they align with our commitment to customer satisfaction.

  As of now, I can see that your replacement order is currently being processed, and will follow up with the details directly via email to keep you updated on its status. Please feel welcome to let me know if you have any other questions in the meantime.

  Customer response

  07/16/2024

   
  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

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I kept seeing ads for their website saying 50% off SITEWIDE, when you go to check out its never 50% off. I contacted their customer service and they stated that its not on the whole site just certain things, I replied stating that they are false advertising and lying to their consumers then. To which all they said was we apologize for your inconvenience, but it doesnt include already discounted or solid gold pieces. I would just really like to see them put that information on their site and include it, its completely frustrating and not right for them to claim 50% off of EVERYTHING then when you check out its not even close to that amount off.

  

  Business response

  06/29/2024

  Hello,

  Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and understand how this situation could be frustrating.

  To further clarify, the exclusions to our sitewide 50% off promotion are indeed listed on our website, specifically at the top of the page. These exclusions include already discounted items and solid gold pieces, as you mentioned. I am so sorry if this was not clearly communicated during your shopping experience.

  We greatly appreciate your input and will pass your feedback along to the appropriate department for review. We are committed to ensuring our promotions are transparent and that our customers feel confident and trusted when using our discounts.

  Thank you again for your review and for giving us the opportunity to improve.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered jewelry and package protection from GLD on the 22cnd of May ******************************************************* 7-8 business days however after 7-8 business days my package had not even been shipped out yet .Each time I called they had no update for me.Every time I called fed ex and provided the shipping number that GLD gave me they would tell me that GLD had not given them the package yet so there is nothing they can do.After almost three weeks I asked them to cancel and refund me my money as my package still wasn't shipped out and I was no longer going to be residing a the address they had for the package.They told me they would put in a request for this. After that I didn't here from them and decided to file a dispute with PayPal to get my money back.ONLY THEN did they finally decide to ship out the package.By that time I had already moved to a different address which I told them about over and over when I asked for a refund. I got a delivery notification on June 26th and when I asked my family member that lives at the address they said they didn't get anything.When I sent then the delivery photo they said the mat that the package was laying on was their neighbors mat meaning it had been delivered to the wrong door.My family member asked the neighbor and the neighbor said they didn't see it.I contacted this company to request my money back and they told me they are not responsible and are offering to send it again.Firstly I bought this as a Father's *** gift and Father's *** had passed long before I received a delivery notification.I explained this to then and they did not care .Secondly why would I ever risk waiting another month plus to receive a package I no longer need. Thirdly IF THEY ARE NOT RESPONSIBLE WHAT IN THE ***** ARE THEY MAKING PEOPLE PAY PACKAGE PROTECTION FOR?

  

  Business response

  06/29/2024

  Hello,

  Thank you for sharing your experience. I'm truly really sorry to hear about the trouble you had with your recent order from us. We dropped the ball here, especially considering the package was meant for Father's **** The delays, lack of updates, and misdelivery are completely unacceptable. Youre right to expect better from us and you're also right about the package protection it should have ensured an immediate refund when things went wrong. Ill make sure we look into this immediately and resolve the issue to ensure it doesnt happen again.

  To make things right, Ill personally make sure you get a full refund. We always want to make sure our customers feel supported. Im again really sorry for the hassle and disappointment and will follow up with you directly via email to confirm the refund and make sure everything is sorted out.

  Thank you for your patience and understanding.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a chain from gld on july 16th 2023 now last month may 2024 the chain has broken in half. The chain is under a 1 year warranty that entitles me to one free replacement. I sent the chain in for replacement under this warranty and the item was delivered on June 10th. Since then i have received no update from the company regarding my return after providing the warranty card and paying a fee for the return. I tried reaching out to them for an update via contact info on their website and have still received no update on the item.

  

  Business response

  06/28/2024

  Hello,

  We sincerely apologize for the inconvenience you've experienced with your recent warranty return. At GLD, we strive to provide timely and efficient service to all our customers, and I'm sorry that we have not met your expectations in this instance.

  We kindly ask our customers to allow our returns department 5-10 business days to process all incoming packages from the day they are received. This process ensures that we can serve all customers in order and efficiently. Rest assured, we will follow up with you via email with more information regarding your warranty return and see this resolved as quickly as possible.

  Thank you for your patience and understanding.

  Customer response

  07/02/2024

   
  Complaint: 21915395
  
  I am rejecting this response because my item is still yet to ship. The business states it takes 5-10 days after the returned item is received to process. It has been *********************************************************************** The business did reach out and apologize as well as provided me an e gift card to cover the returning shipping and fees which I do appreciate. However,

  they mentioned the process and item would be expedited yet the item is yet to be shipped I have only been notified that the order was simply placed. With it being 22 days since delivery and this expedited comment being made I am rather disappointed and frustrated my warranty replacement is yet to even begin the shipping process.

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

  

  Business response

  07/03/2024

  Hello,

  Thank you for your feedback. I want to assure you that your replacement order is currently in transit. You should have received an email confirmation with the tracking number. I will follow up directly with this information to ensure you have all the necessary details.

  Please feel free to reach out to me directly if you have any further questions or concerns. I appreciate your understanding and are committed to resolving this as swiftly as possible.

  Kind regards,

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2021 I purchased a item with a lifetime warranty. Beginning of April of this year 2024 I returned the item due to defect starting to occur. They told me my item was discontinued at the moment and I could have my item back until they get more back instock, or I could exchange it for a new item. I said I'll take a new item. I returned a 28" 10mm Yellow Gold Diamond Cuban Link Necklace, I selected a 26" 12mm Yellow Gold Diamond Cuban Link Necklace as my substitute. They didn't ship me what I agreed to accept, instead they shipped me a 26" Yellow Gold Diamond Prong Necklace 3 times in a row. Which looks nothing like a Cuban Link Necklace. When I received notification that it was being shipped I contacted them immediately to inform them it's the wrong necklace, I was told it's to late to fix it since it's already packaged to go and once I receive it contact them and they will send a return label. Which I did and they wanted pictures that the wrong item was shipped and they don't understand how this happened. I sent it back they made me wait 10 business days before they would resend my item. They turned around and sent the same wrong necklace back to me a 2nd time. I contacted them again letting them know they're about to ship the wrong item, again they tell me it's to late I have to wait until I receive it and send it back. This time they tell me I have the option for a refund or a store e gift card so I can just make my own purchase and avoid this problem for happening again. Well when I ask for that after they have the item back for a second time and they make me wait 15 days they 2nd time, I'm told that's not a option and they will correct the problem. I received a email from the saying they created a new order for the right item and will receive a email before the item ships to make sure it's correct. I never did receive anything but a notification from *** showing they have my package and it will be delivered Monday the 24th. I have all the emails.

  

  Business response

  06/22/2024

  Hello,

  We are truly sorry for the repeated inconvenience you have experienced with your recent warranty exchange and that despite multiple attempts, you received the wrong item several times. This is not the level of service we strive to provide, and completely understand how frustrating this situation must be.

  We appreciate your patience and understanding as we work to resolve this matter. Our team is currently investigating what went wrong to ensure it is rectified promptly and to avoid such mistakes happening again. I will personally send you a follow-up email directly to provide you with an update and ensure you receive the correct item.

  Thank you for bringing this to our attention and giving us the opportunity to make things right.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I found a pendant on a website I really liked. I added to my cart, along with a few other items. I spent a certain amount so I was supposed to get a free item. After my items arrived, I noticed I didnt get my free item and I was given a wrong item instead of one I ordered. I had to jump through hoops for them to finally agree to send my free gift, and when they did it was the wrong item. So that makes two wrong items in one order. After contacting them, they again made me jump through hoops just to get the actual item I ordered. After I did everything they asked, and shipped their wrong item back, they told me they couldnt send me my original order because now it was sold out. I was shocked. I asked how this could happen and they told me and I quote maybe we have one laying around the office we can send you what does that even mean?! What kind of reputable business does business this way? They offered me nothing except lies and fake promises. *** never been so upset about making a purchase. I didnt get anything I actually ordered. **************** will not help you. They try to charge you to return your items. Meanwhile the item I ordered and they wont sell me is still available to buy on the website. This whole website feels like a scam and I just want my money back and to never deal with them again. I have proof of everything and will send anything needed.

  

  Business response

  06/21/2024

  Hello,

  Im deeply sorry to hear about your recent experience with our company. We strive to provide excellent service and seamless transactions, and its clear that we fell short in your case. I completely understand how frustrating it must have been to not receive the items you ordered, including the free gift, and to have to navigate through so many hurdles to resolve the issue. This is certainly not the level of service we aim to provide.

  The item you were looking forward to has indeed been very popular this year, which sometimes leads to unexpected stock issues. However, I completely understand how disheartening it is to be told that the item you want is out of stock, only to see it still listed on our website. We are addressing this internally to ensure our stock levels are accurately reflected online and to prevent such discrepancies in the future.

  I see that you have already resolved this matter with one of our team members, who processed a return for your entire purchase and issued a refund. I appreciate your patience and the time youve allowed us to make this right. We cannot express enough how sorry we are for the inconvenience and frustration this situation has caused you. Your experience is extremely important to us, and we are taking steps to ensure it doesnt happen again. Thank you for bringing this to our attention and for giving us the opportunity to improve.

  If theres anything more we can do for you, please dont hesitate to reach out.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Tracking number never updated. I never received any items.

  

  Business response

  06/15/2024

  Hello,

  Thank you for bringing this matter to our attention. We are sorry to hear about the issues you've experienced with your order and the delayed tracking updates.

  According to our records, the tracking information shows that your items were delivered today. To resolve this issue promptly, I will follow up with you directly via email to gather more details and ensure you receive the assistance you need. We appreciate your patience and look forward to resolving this for you.

  Kind regards,

• 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

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed my order with Shop GLD for a couple of chains and pendants on 1/21/2024. As a college student and someone who works out, I really liked their chains and decided to place the order, my number was *******, but the chains never came, I reached out to them months ago and they said they'll look into it but legitimately disappeared and never responded. I couldn't even pursue this because I was having a hard time working and going to classes. I even submitted another order from them since I thought I was gonna get a refund a week later after I got paid. I need my $273.78 that went to waste back!

  

  Business response

  06/12/2024

  Hello,

  Thank you so much for taking the time to share your feedback. I'm truly sorry to hear about the trouble you've encountered with not receiving your order. As someone who values both their time and money, I can understand how frustrating this must be, especially with a busy college schedule and everything else on your plate.

  Its really disappointing to hear that our communication about this issue has been lacking. You shouldnt have to chase down answers or worry about whether you'll get a response from us.

  I will personally follow up with you via email and see to it this is resolved immediately. Kind regards,

  Customer response

  06/13/2024

   
  Complaint: 21833801
  
  I am rejecting this response because they havent reached out to me, I need a solution now!
  

  

  Business response

  06/19/2024

  Hello,

  Thank you for your feedback. After review of our correspondences, I can see an agent reached out to you on June 12th regarding the matter described. We are so sorry if this was not received and do recommend double-checking your junk or spam folder in case it made its way to those inboxes. We're happy to send an additional follow-up email to the email we have on file. If it's different, we ask that you please contact us directly through channels available on our website.

  Thank you for your time. We look forward to seeing this resolved for you.

*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. ↩