ComplaintsforThe GLD Shop

• Initial Complaint

  06/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered three items from the GLD Shop on June 3rd. After the tracking showed it had reached my area the tracking updated to be delivered on the 8th. After not receiving it then, I waited a couple of days before reaching out to their customer service team. The rep had told me if I could wait till Monday, and I said yes. Monday comes around and still have not received anything. Keep in mind, the tracking shows that the package is already in my area. Again, I reach out to the GLD Shop and was told to wait even more. I clearly stated that this was a gift and that *** guarantees their packages in 1-5 business days so that there was something going on, no action was taken on the companies part besides ending the chat on me. No package at their destinations take 5 days to be delivered. In total, I spent $146.92 on those items, expected to wait to 2+ weeks for the item delivery (haven't received the item yet) and customer service seems to not care.

  

  Business response

  06/14/2022

  Hello *****,

  Im sorry to hear about the delay you have been experiencing receiving your order. We will be contacting you via email to confirm your delivery address. We will then create a replacement order with free expedited shipping to get your order to you as soon as possible. Please reply back to our support team confirming the address at your earliest convenience. Do not hesitate to reach back out if you have any other questions or concerns.

  Kind regards,

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  company originally sent wrong size on 10/26/21. They were very nice via email and said that they were currently out of stock and would send out the new one as soon as it arrived back into stock. I never received the bracelet. I called them and they state I have to pay additional money for the different size. I explained that I was never told I would have to pay additional money and they had no answer to that. I asked them either forgive the $8 difference or to allow me to return it and get a refund and they said that isn't possible. I asked to speak to a manager and was refused. I want my money back. They already have my bracelet.

  

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/08) */ Hello, Thank you for making us aware of your issue, as customer care is our top priority here at GLD. I am vey sorry to hear about the issue you experienced completing your exchange. We are actively looking into this and will be contacting you momentarily with a resolution. Kind regards Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still don't have my bracelet or my refund Business Response /* (4000, 9, 2021/12/09) */ Hello, Thank you for providing further correspondence. Upon reviewing, I see here our support time fulfilled your request. They will be contacting you momentarily to provide an update to ensure all is rightfully received. Kind regards Consumer Response /* (4200, 13, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Worst experience I have ever had with a company in my 58 years on this earth

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/28/21 gpd was having a sale (30% off all jewelry discount at checkout) I purchased a 3D pendant and s 28in complimentary chain(apart of the deal) with an additional 30% that I received via.. text.. I received my product 11/17/21 and in the package was solely the pendant and no chain to be worn on. I contacted support and was told thier system glitches and although a chain was on my receipt I didn't pay for it. Instead of rectifying the issue since I have proof the "supervisor" kept trying take my buy the chain that rightfully should have been in my package.

  

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/19) */ Hello, Thank you for informing us of this. We sincerely appreciate the feedback. I am very sorry to hear about the issue you have experienced with the initial receiving of your order. Upon reviewing, I see here our support team provided you with a solution on rectifying this on your behalf. We will be following up with you via email momentarily. Kind regards, Consumer Response /* (2000, 8, 2021/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did get a solution from the company which I am indeed pleased with

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For VISA card number ending in ***** I was charged over ***** for an item at this store. I have never been to this store and have no idea what could cost that much at an GLD.LLC. I see that I am not the only person receiving unauthorized charges from this establishment. I am not sure what is happening but I will make sure to forward the information to: Office of Attorney General State of Florida The Capitol PL-01 Tallahassee, FL XXXXX-XXXX

  

  Business response

  12/15/2021

  Business Response /* (1000, 6, 2021/11/17) */ Hello, Thank you so much for making us aware of the situation. We sincerely apologize for the issue you have encountered and can assure you we will work diligently to have this resolved. We will be contacting you momentarily to receive more information. Kind regards,

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a chain on 10/18/21, with express shipping. Order number XXXXXXX. I planned on wearing the chain to a party on the 24th but my plans changed. Later that day on the 18th, I tried to cancel my order but I was told that it had already been fulfilled. That was fine because one of the representatives kindly gave me the return instructions. When I received the item on 10/21, i opened it and slid the box open. In the box is a nice black bag with a gold zipper. I unzipped it, to find the chain in plastic. I looked at the chain while it was still in the plastic and thought it was nice. I put it back in the bag, zipped it and back in the box. Not once did I take it out of the plastic because I knew I was returning it. There were no visible defects and I did not take pictures of the item because I didn't have any doubt about the return, since the item was new and unworn. I processed the return on 10/22, paying *** in shipping and I sent it off 10/23. Once they received it, the returns department rejected my request, stating the condition. How can that be when I didn't wear the item? I feel like they trying to pull some type of bait and switch. I just want a refund for the item. I didn't wear it and I sent back what the sent me.

  

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/03) */ Hello, Thank you for taking the time to inform us of the issue you have encountered. As we strive to ensure 100% customer satisfaction. It would be an absolute pleasure to look further into this to ensure we provide a favorable solution. We will be contacting you via email momentarily. Kind regards,

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pieces from the gld shop company on October 16, 2021. I received both pieces on October 21st, and submitted for a refund on the 22nd. Once the merchant received the items, my request for a refund was denied because the pieces that were returned were damaged by scratches and appeared to be worn. The pictures that the merchant uploaded to the file are not the chains I returned. I was asked to upload pictures as part of the return process, and I also have a video because before I submitted for a refund. I attempted to get one of the pieces replaced because the clasp was damaged. The rep asked me to send a video of it not opening. Now I'm being told the $206 I spent will not be issued back as a refund, but I can get two other pieces or receive the pieces I sent back. I highly doubt the pieces I sent will be returned, but they would send me the scratches pieces that aren't mine.

  

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/11/03) */ Hello, Thank you for making us aware of the situation. As this in no way reflects the standards of service we strive to provide. We are actively looking into this and will be contacting you via email with a resolution on your behalf. Kind regards, Consumer Response /* (3000, 8, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company states that the reason they are not providing me with a cash refund, is because the merchandise was returned with scratches from wear and tear. I am uploading a video that I also provided to the company showing where the clasp would not open. How can I wear something that's defected. I do not want a store credit. I have done everything requested according to their return policy and I want my money back. Business Response /* (4000, 10, 2021/11/04) */ Hello, Thank you for providing further correspondence pertaining to your ongoing issue. Upon reviewing, I see our support team is providing you with assistance regarding the situation. We will be following up with you shortly with the provided solutions. Kind regards, Consumer Response /* (2000, 12, 2021/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please send the gift card in the total of the amount I purchased the items for. I will donate it to the homeless. Consumer Response /* (4200, 17, 2021/11/12) */ Hi, I haven't received any notice or instructions regarding the gift card the merchant stated they would send me. Business Response /* (4000, 19, 2021/11/17) */ Hello, Thank you so much for providing further information pertaining to your case. Upon reviewing, I see our support team assisted with providing with the promised credit on the 17th of November. Please let me know if you have any further questions or concerns, as we will be more than happy to assist you.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/23/21, I purchased a Cuban Link choker from GLD, under the guise that it was extendable up to 16" per a phone call with staff. Upon receipt, this chain only extended to 12.5" and did not fit my neck. After multiple eMails with unhelpful support staff, I was requested to send in a photo of said choker - which I did promptly. Hours later, Nestor, a rude supervisor, demanded I now send a video next to a ruler to get the shipping fee refunded as a courtesy. I am appalled and disgusted at the customer care of this company, and the hoops this company would go through to distress a disabled customer over a $20 shipping fee. I am requesting immediate management level assistance and full refund of my shipping fees immediately.

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/11/03) */ Hello, Thank you for this information. As we strive to ensure 100% customer satisfaction. Upon reviewing, I see here our support staff assisted and provided you with a favorable solution. We will be following up with you via email to ensure it was received. Kind regards, Consumer Response /* (3000, 8, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) GLD shop has not refunded my fees as promised after sending multiple photos as requested. I just request immediate contact by the CEO and full refund of all fees. Business Response /* (4000, 10, 2021/11/04) */ Hello, Thank you for providing us with further information. Upon investigating, I see here our team is still currently in correspondence with you. As they have provided you with a solution in regards to the situation. Kind regards, Consumer Response /* (4200, 13, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company continues to ignore the fact that they promised me this refund if I were to send emailed photos, which I did on two occasions. GLD needs to honor this refund prior to Small Claims action and legal action as I have proof of my sending photos and their promise to refund. This matter remains time urgent. Business Response /* (4000, 15, 2021/11/06) */ Hello! Thank you so much for making us aware of the situation. As we would like to ensure this i resolved promptly. Upon reviewing, we see that we will not be able to grant your request for a shipping refund, as it does not abide by our established policies. However, I see our team provided with an alternate solution in an effort to repair your issue. Kind regards,

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered **** of stuff on Oct. XX XXXX and Oct. 17 2021 I was notified that my two orders were delivered at 7:52 AM. The packages were never delivered, as I was home and checked as soon as i was notified. I gave it some time, in case it showed up a few hours later, then the next day I reached out to say it was never delivered. They responded and after a couple emails told me that they wouldn't do anything because it was marked as delivered, even though I told them it wasn't delivered when it said it was. I've been planning this gift for months and all I want is my packages that I spent **** on.

  

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/21) */ Hello there, Thank you so much for informing us of this. I am very sorry to hear abut the issue you have encountered with the fulfillment of your purchases. As I can confidently assure you this is an extremely rare occurrence that in no way reflects the standards of service we strive to provide. We are currently investigating this matter and will be following up with you via email for a resolution. Kind regards Consumer Response /* (3000, 14, 2021/11/01) */ I would say that this complaint is not resolved, and a I am not happy with the company's response. After I filed they reached out and said we would figure it out. We went back and forth a couple times talking about details, then they said they would start an investigation and get back to me. Guess what they never did? Get back to me. I haven't heard from them in probably a week, maybe more. They only responded so that I would drop the complaint. They weren't going to help me and I'm not dropping it. Business Response /* (4000, 17, 2021/11/03) */ document attached Hello, Thank you very much for providing us with this information. Upon reviewing, I see here our support team is actively working to conclude the aforementioned investigation with the carrier. We will will be contacting you via email momentarily with an update. Kind regards,

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased earrings and other products on August 1, 2021 - earrings were **** chain was **** and anklet **** After 3 wears the one earring stopped clasping together. The business offers lifetime guarantees on products so I reached out and they informed me I'd have to pay a 'small' fee to return the items (shipping fee) and an additional **** Once going through the returns portal it would cost ****** + *** USD ******** to get my broken earrings replaced. This is a ridiculous price - half of what the earring's cost to replace them because they broke due to no fault of my own (poor craftmanship). I would like if the company would replace or repair the earrings and take on the cost. Order #XXXXXXX - I tried contacting customer service but they didn't take my concerns seriously.

  

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/14) */ Hello, Thank you so much for informing us of this case. As we dedicate ourselves to providing our customers with only the highest quality of jewelry and service. We are currently investigating this, as it is an extremely rare occurrence. We will be contacting you via email directly with a resolution on your behalf. Kind regards, Consumer Response /* (2000, 10, 2021/10/21) */ Thank you so much for providing a solution which sounds like it will work for me. I was wondering if I'm still able to make the return? I will be able to ship it out tomorrow, October 21 or Friday, October 22. Thank 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. ↩