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

  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.

• 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,

*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. ↩