ComplaintsforThe GLD Shop

• 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, ****** **********

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Gdm I'm ***** ********* I am writing to inform about a product I purchased from the GLD shop on July 13,2021 I purchased an 3D Photo pendant 14 solid gold w/ CZ customized for ********* and a 24'' 2mm Rope Chain $825.00 total was ********* with tax never received anything told me would be 2 to 6 weeks it's been over a month they just keep telling me thru support email communication it takes time i requested for a refund but they denied right away it feel like I've been scammed I'm done waitin it's going on 3 months I just want a refund ASAP I'm not rich I work hard for my money,ima proceed with an lawsuit. Thanks for your time I appreciate you

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/09/09) */ Hello, Thank you very much for taking the time to express the issue you have experienced. Please accept our most sincerest apologizes for the unexpected delay, as this in no way reflects the standard of service we strive to provide here. Our team is currently investigating the issue and will contacting you directly via email with an immediate solution. Kind regards,

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/28/21 I placed order #XXXXXXX for a yellow gold cuban chain with diamond accent and a micro yellow gold tennis necklace. The order shipped 8/30/21 with UPS and has now been lost in transit and UPS has deemed the item as lost after conducting an investigation at my request. I contacted GLD to advise of this and was told they would only provide a replacement order as they require the merchandise be returned for a refund to be processed. I then asked if I could return the replacement order and of course was told that replacements are non returnable. I understand GLD is not responsible for what UPS does, however as a courtesy they should accept full responsibility and provide customers with the expected resolution and file a claim for reimbursement from UPS for mishandling the package.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/09) */ Hello, Thank yo very much for taking the time to contact us. We sincerely appreciate the feedback, as we are always striving to ensure our customers are 100% satisfied. I'm very sorry to hear about the issue you have been experiencing with the receiving of your order. We are actively investigating this issue, and will promptly contact you via email with an immediate solution. King regards, Consumer Response /* (3000, 8, 2021/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have accepted the provided resolution had I not already disputed the transaction with my bank and been refunded by them. Business Response /* (4000, 10, 2021/09/10) */ Hello, Thank you very much for further correspondence, as we sincerely appreciate you keeping us up to date. We would like to do everything on our end to ensure this is rectified on your behalf. We have gone ahead and sent you a follow up email with presented solutions. We would sincerely appreciate a response so we may resolve this for you. Thank you,

• Initial Complaint

  08/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Cuban link after checking what they are made from, they said "surgical steel" that never rust/tarnishes, the chain faded after 2 weeks , and I had to get it replaced using my "lifetime warranty", the company offerd me a replacement but at my own expense, so after spending even more money I received a second chain, the replacement started to fade and tarnish worse then the first chain did, so bad that it revealed the chain was brass and NOT surgical steel like they claim, after this I was done and requested my money back, for the inconvenience/time and money I have wasted with them, after weeks of emails they refuse to send me my money back and are offering me half the money I spent and store credit, I believe I should receive a full refund because the product is not as described or advertised, this company refuses to acknowledge they use brass and advertise it as stainless steel, regardless of their warnety/policy's I deserve a refund as this product is falsly advertised

  

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/09/01) */ Hello there! Thank you very much for providing this information, we sincerely appreciate the feedback. As we always strive to ensure our customers are 100% satisfied. I'm very sorry to hear about the issue you have encountered with your jewelry, as I can assure you this is an extremely rare occurrence that in no way reflects the quality we strive to provide. I have gone ahead and relayed your case over to our support team. We will be actively investigating this issue to ensure this is resolved rightfully on your behalf. We will email you shortly. King regards, Consumer Response /* (3000, 9, 2021/09/08) */ Hey sorry for missing this email, we are currently going in and out of lockdown at the moment due to covid and it's crazy at the moment, I do have a pay pal and will send you my details this weekend after I have had a chance to contact my bank and link my account, thank you so much. ***** ***** Business Response /* (4000, 12, 2021/09/08) */ Hello there, Thank you very much for the update. Our team and I are patiently awaiting the information so we may fulfill your request as soon as possible. Once we have received it, we will happily proceed. 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. ↩