ComplaintsforThe GLD Shop

• 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,
  
  ***********************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # *******. I returned items I had purchased from The Gld shop (gold necklace and bracelet) via *** due to the bracelet being too small. Since the necklace was part of free item promotion I had to return both items. Items were received and signed by an associate named **** at there facility on March 5th at 5:01pm eastern time. I was provided information from the gold shop that they had received the items and that the refund process takes 7-10business days. I emailed them for an update on my return and The GLD shop then stated they had not received anything on their part. The refund was now being sent to there claims department for further investigation. Since then I have been emailing and calling for updates and they have not been able to provide me with any kind of information regarding the investigation even though I have provided them info that *** had delivered the items to them. They keep advising that someone will contact me but all they send are automatic email replies. I am the one always reaching out to them. The Gld shop then stated that they cannot make out bound calls when I request to speak to a supervisor or the claims department They have also stated they cannot transfer calls and they will not call me back. I want this issue resolved now and I just keep getting the run around with them.

  

  Business response

  04/15/2024

  Hello,

  Thank you so much for sharing your review. We're so sorry to hear you had such a troubling experience and had to jump through so many hoops through this process.

  After reviewing your order details, I see that we were able to clarify with you what was returned and an agent processed the refund back to your original payment method. We appreciate the patience and time you provided to see this through to a resolve and hope we can mimic a much better experience for your future orders.

  Please feel welcome to let us know if we can help with any additional questions or concerns. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidentally sent my real gold chain for warranty repairs instead of the GLD chain I had purchased and the clasp broke. The repair department immediately contacted me on January 22, 2024 via email to me and advised of the error and stated that they would return my chain so I could send the gold plated one back for them to repair. This was January 2024. It is now April 3, 2024, and I have yet to get my10 karat gold chain returned to me. They gave me a shipping tracking number in February. Which reflects it was never shipped. I have emailed over 20 times and continue to be told they are waiting to hear from the shipping . How crazy is this? Its been almost 2 months and I cant get my chain back or offered a replacement of something. Just $25 gift card while they research this no one has called me and they dont have a number. They kept saying it was shipped but the fed ex tracking only shows label created not that it was ever shipped or dropped off. They are sending me in circles.

  

  Business response

  04/04/2024

  Hello,

  We appreciate your feedback on your recent return with us and are deeply sorry for the inconvenience and frustration you've experienced regarding the return of your gold chain. We understand how important it is, and we sincerely apologize for any delay or miscommunication in this matter.

  Please rest assured that we are taking this issue very seriously. Our team is actively investigating the situation to confirm the status of your shipment. We are in constant communication with our shipping department and the shipping provider to get accurate information regarding the delivery of your item.

  We will follow up with you via email with more information as soon as possible. Thank you for your extended patience.

  Customer response

  04/05/2024

   
  Complaint: 21527794
  
  I am rejecting this response because: it has been almost 2 months that they have been researching contacting the shipping department contacting ****** I was able to reach ***** immediately and found they never picked up the package as stated in the shipping update. The business keeps asking me do I have it and the answer is no. I believe they are intentionally stalling and $25 gift certificate is all that was offered to me for my inconvenience. They have not offered any other resolution and know they will not find my necklace but it was last in their custody and they acknowledged it in the previous emails submitted. I want to be offered a solution because I am going without my property now! They have insurance as a company so they can recoup by not me and they could at least offer something to replace it or a gift card that is actually enough to get another necklace even. At least $200-$300 gift card

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

  

  Business response

  05/02/2024

  Hello,

  We completely understand the frustration and inconvenience this situation has caused you. Rest assured we will do absolutely everything we can to resolve this.

  As previously mentioned, we are more than willing to offer you a gift card for the value of the item. However, we kindly requested proof of purchase to proceed with issuing the gift card since the item you sent back was not a GLD item. We have not yet received confirmation from you regarding whether you were able to obtain the receipt from our email correspondences as we have been awaiting your response directly via email. We want to ensure that we handle your case appropriately and provide you with the best possible solution.

  Could you please contact us directly through our email correspondences to confirm whether you were able to obtain the receipt? If not, we completely understand, and we're here to explore alternative options to resolve this matter satisfactorily for you. Thank you for your understanding and patience as we work to address this issue. We look forward to hearing from you soon.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I received my package first off it came from the returns department and when I opened it up it sure looked like it. It didn't look like ****** worth of jewelry for sure. The necklace bag had holes all in them and absolutely no shine where someone's hands have been all over them. The bracelet was crushed up bc they decided to put all three pieces in one bag crushed together. Absolutely so upsetting it's unreal. Then I reached out to customer service and 30 emails later I've gotten nowhere besides their wanting to charge me 6 dollars to do a return when they are the ones that sent me used garbage. Like I said no shine bc of all the prints all over it. I expected 235 dollars worth of jewelry not something that looks like it came out of a ************* machine. Talk about have someone in tears. I've gone three days straight now trying to get some kind of help from customer service, 30 emails later and nothing. Can't hardly get a reply and the final thing was when I did everything like they asked exactly it wasn't suppose to cost me and low and behold they are trying to charge me 6 dollars then want to tell me they will waive the fee I havent seen waived. It's absolutely ridiculous what they have put me through and what they sent me for 235 dollars. It should be beyond embarrassing to the company but they don't seem to care.

  Customer response

  03/13/2024

  Now 40 emails later and discovering they sent me the wrong bracelet that is 50 dollars cheaper and already sent them a picture of it, now they won't answer at all. This is after saying they would help. 

  

  Business response

  03/18/2024

  Hello,

  We greatly appreciate you taking the time to share your feedback on your recent purchase with us. It deeply troubles us to hear that your jewelry arrived in less than satisfactory condition, and I understand how disheartening it must have been to receive items that didn't meet your expectations.

  I'm also truly sorry if the replies seemed inconsistent. We commit to responding to all emails within a 24 hour period which were indeed upheld. It was not our intention to make you feel ignored.
  

  I'm pleased to see our agents were able to assist you with waiving the refund fee as promised, however, it looks like you decided to keep said item instead and we refunded the additional amount requested.

  Please feel welcome to let us know if we can help with any other questions or concerns, for it'd be our pleasure.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order online on Feb 28, 2024, due to a sale that had 60 percent off on pieces. I had ordered from the company before with no issues. This time, I ordered five jewelry pieces and only received one around March 7, 2024. I was told to send pictures of what I did receive and the packing and that my issue would be given to the claims department. The claims department sent another email on March 8, 2024, saying they needed to see all six sides of the packaging, but no one told me to hold on to the packaging for this insane request. I explained to ******* that the pictures I sent the first round had the front and back of the packaging, and the items down to the packing slip showed that whoever picked the order only highlighted the item I received. All I wanted was what I paid for, but nowadays, you can't even trust online shops, and it's a hassle trying to get your money back from the bank as well.

  

  Business response

  03/13/2024

  Hello,

  We appreciate you taking the time to share your feedback on your recent experience with us. It is unfortunate to here that you did not receive all of your items.

  We can assure you that GLD takes strict measures to ensure all packages include all corresponding items before it leaves our facility. To hear such news sounds like the package was likely tampered with while in transit. This is why an investigation with the carrier is important to ensure not only you are covered, but the carrier is made aware and can take preventative action.

  I will be reviewing your details further and follow up with you directly via email to ensure this is resolved as soon as possible.

  Kind regards,

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an order in November of 2023 during their Black Friday sale. I was giving a gift for someone birthday/christmas. I overall satisfied with the order and quality but the chains were too small for the intended recipient. This was order #*******. I reached out to customer service to see if I could exchange them for a different size. I was instructed to return the items and use the gift card refund to repurchase items in the right size. I received the second order (#*******) and immediately noticed the weight of the chains and width. They were significantly lighter and thinner than the first chains I purchased. This was odd seeing as these chains were longer and should be heavier. The person I was gifting to did not want these items and I would not give them as a gift. I expressed this to the customer service team and was instructed to return and get a refund. I let the representative know I was not interested in receiving my refund on a gift card as I would not be continuing doing business with GLD. I made the return January 14,2024. And if since not been able to get a refund for the order. *** been told the gift card would have to be deactivated and funds transferred. Ive been told that it has happened and I have to wait 2-5 business to show in the account . And most recently Ive also been told that *** already used the gift card to make another order. Ive been going back-and-forth with a customer service agents, with screenshots showing that I am still missing $324.11. Theres an associate by the name of ****** who has been especially rude to me during this time. I would just like to have a $324.11 refunded to the card used for the transaction. (Ending in 3150)

  

  Business response

  03/08/2024

  Hello,

  Thank you for sharing your feedback on your recent experience with us and we truly apologize for any frustration caused.

  After careful review of your order details, I see we processed a refund to your original payment method on the order as was requested. However, the card details you provided in your correspondence are not the same that was used on the order. Unfortunately, we cannot process a refund to a different card. I do apologize for the inconvenience.

  I'll be sending you a follow up email explaining this information further in depth. Please be on the lookout in the meantime.

  Kind regards,

  Customer response

  03/12/2024

   
  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.
  
  Sincerely,
  
  Aubaine Rutland

*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. ↩