Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Nature of Complaint: Customer Service - Failure to Honor Return Policy Complaint Details: On December 1, 2024, I ordered a Cuban Link Bracelet and a Micro Cuban Link Chain from The Gold Gods (Order *******). The items were delivered on December 12, 2024. Upon inspection and limited testing, the bracelet exhibited a weak clasp that repeatedly opened, rendering it unwearable. The chain had rough craftsmanship, causing discomfort when tried on. I initiated a return request on December 20, 2024, well within The Gold Gods' advertised "14-day satisfaction guarantee" return window. Despite numerous follow-ups and providing all requested documentation, including photos of the defective items, receipt, and warranty card, the return process was unnecessarily delayed. The company initially agreed to provide a return label, but as of January 13, 2025, no label has been received. Instead, they informed me that the return window had passed, despite my initiation of the process within the valid timeframe. Throughout this process, I encountered significant communication gaps, shifting requirements, and delays from their customer support team. These actions contradict their return policy and reflect poorly on their commitment to customer satisfaction. Desired Resolution: I request a full refund for the returned items without any further steps required on my part, given the extensive delays, miscommunication, and frustration caused by The Gold Gods’ handling of this issue. I'm quite certain any other process will result in hurdles. Timeline of Events: 12/01/2024: Placed order. 12/12/2024: Items delivered. 12/20/2024: Initiated return request via email. 12/23/2024 - 01/13/2025: Multiple follow-ups with customer support to provide requested documents, clarify the return was for a refund, and request the promised return label. 01/13/2025: Informed by customer support that the return window had expired due to their delays, despite initiating the process within the return period.

  Business response

  01/15/2025

  Hi ********

  Thank you so much for leaving a review. We are extremely sorry to hear that this occurred, causing a disappointing shopping experience. We would like to make it right for you as soon as possible by providing you with a much better experience. 
  
  We'll be emailing you shortly so we can discuss this matter more to get it resolved as soon as possible! We've just emailed you the return label.

  Business response

  01/17/2025

  Hi *****

  Your refund was issued in full. I apologize for the inconvenience this had caused. Please email us directly at ******************** if there are any more issues. 

  Customer response

  01/23/2025

  
  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

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a chain from this company that came with a "Lifetime Warranty" my chain snapped in half so I filed a claim with them. The claim eventually got approved 3 weeks later. They sent me an address to send the chain to and stated once they received it that they would send me a new one. I have sent the package to that address TWICE using my own money and it has been returned because USPS cannot find the business upon arrival. I have provided all of the information here via pictures. It has now been 50 days and I still am yet to receive a solution from this business. They have emailed me several times saying they are working on my issue but have not given me any solution what so ever. When I look up the business on google it says the business is permanently closed, I brought this to their attention and they said this is not true and I see them selling these faulty chains with "warranty" all the time.

  Business response

  12/05/2024

  Hello *******
  
  Thank you so much for leaving a review. We are extremely sorry to hear that this occurred, causing a disappointing shopping experience. We would like to make it right for you as soon as possible by providing you with a much better experience. 
  
  We'll be emailing you shortly so we can discuss this matter more to get it resolved as soon as possible!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a item from the company and relized that it did not fit so I filed a refund request I got a promt response via email informing me that they needed photos of the items and of the included warranty card and that after I completase that I would have my refund request escalated. I sent the photos and resolved a response telling me that they had received the images and that I would be receiving a return label. Then they told me that after they resolved and inspected it I would get a notification informing me that my refund was approved. The last email was on August 2nd I have not received any notification since and there team has been unresponsive.

  Business response

  08/26/2024

  Hi **,

  Thank you so much for leaving a review. We are extremely sorry to hear that this occurred, causing a disappointing shopping experience. We would like to make it right for you as soon as possible by providing you with a much better experience and getting you the refund. Unfortunately, I do not see any emails from this email address you've provided on this review. 
  
  We'll be emailing you shortly so we can discuss this matter more to get it resolved as soon as possible!

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a silver chain from The Gold Gods on Sunday, 1/21/24 . I contacted The Gold Gods the next morning, Monday, 1/22/24 and canceled the order. The customer service representative confirmed that the order was successfully cancelled. However, I received a text notification late that night at 8:43 p.m. stating that my order has shipped. Once I received the item, I attempted to return the item on the online portal. However, I was not able to return the item on the online portal due to technical issues. I reached out to The Gold Gods and the company sent me a return label. I returned the chain on 2/12/24. The Gold Gods received the chain on 2/21/24. Since 2/21/24, I have continuously contacted The Gold Gods about refunding my money. Each time, the customer service representative, *********, states that the team have accepted the chargeback for the order and I will receive it within-5-7 days. As of today, 3/20/24, I have not received my refund after contacting customer service multiple times. Today, 3/20/24, I contacted The Gold Gods multiple times by Chat and Email and no one responded. Oddly today, I contacted The Gold Gods via Chat from another email address, ********* responded. When I provided my name in the chat, ******** did not respond again.

  Business response

  03/21/2024

  Hi ***,

  Due to you opening up a chargeback dispute, the refund was not able to be processed. On our end it shows that you won the chargeback and you have been fully refunded.

  Can you reach out to the bank/credit card company that you filed the chargeback with? I have a feeling they have your money possibly pending? I apologize about this inconvenience but on our end it shows you have the money back in your account.

  Please let us know after you speak to the bank/credit card company.

  Customer response

  03/21/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

  Customer response

  03/21/2024

  The chargeback is conditional.  My credit card company has reached out to The Gold Gods to retrieve the funds.  The chargeback does not affect The God Gold’s ability to refund the funds.  I returned the item and I want my refund.

  Customer response

  03/21/2024

  I spoke with my credit card company.  They have reached out to The Gold Gods by email and letter in attempt to retrieve refund and have not received a response.  The representative also stated that the chargeback does block them from refunding the money.

  Customer response

  04/01/2024

  This issue was not resolved.  The Gold Gods did not refund money.  The credit card company refunded me because The God Golds died not refund money.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On it about March 25 I accidently fell asleep and purchased a gold chain I had been looking at for my son. I immediately contacted Gold Gods to cancel the order. Which they refused to cancel. I ordered a hollow gold chain. I decided since they would not honor a cancellation, I would get what I truly wanted. I upgraded to a solid gold chain instead. Due to this I had a price change , which was not a problem. In the meantime I received the chain, it broke and I sent it back per guidance from a gold gods representative. This fell under and was approved under their lifetime warranty. I have yet to receive my item back. I have paid around $320 out this far and have had several (at least 30) email conversations with random people. First they couldn't find it, then it was confirmed to have made it to their warehouse for return. Then I was given the run around with auto emails saying to be patient and bLablabla. Now they are telling me I need to pay the difference owed of 81.40$ before I can receive my replacement. I am unwilling to fork o er any more money as these gold gods haven't given me a reason to trust them. I am requesting that I will pay the regaining balance upon postal tracking number saying it has been nailed. Currently I am seeking a supervisor as this is ******** and I'm tired if the lies, manipulation and the inability to give me customer service as stated. I was finally given an 800 number to call and it just goes to a message machine. This company is starting to look like a scam. I don't know what to do now. It is getting time to contact a legal representative in my behalf from consumer finance..DON'T BUY FROM THEM. I am a single mom currently on welfare. This was a gift for my son as his Xmas gold chain was another bad situation. He is 10 and has been waiting for his gift. I've been patient enough. I want a refund or the item ...After all this it is going on

  Business response

  05/18/2023

  Hi ******,

  The last email communication I have from you is that everything was all good and taken care of. I am confused by this review. I've just reached out again via email. We will take care of this problem and leave you fully satisfied!

  Customer response

  05/19/2023

  After submitting this to the BBB, I was immediately taken care of with my item being replaced under the company lifetime warranty policy. Thank you.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received 2/16/23 and realized it was way to small for the price 452 dollars and it is super tiny not worth that much money . I emailed them over 5 times in one day to request a refund . They will not e mail a response to send it back . Then I went on the bbb website and saw the complaints for this co. And I got very concerned very quickly . The last thing or can afford is to get ripped of for over $ 450 . I want this fixed and get my money back

  Business response

  02/21/2023

  Hi *****   I am so sorry you are not happy with the piece that you ordered. Unfortunately, all solid gold sales are final. Although, we can do a one time exchange for a different size or style. You can also return for store credit. We are emailing you now from ******************** so we can come up with a solution for you!

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chatted with The Gold Gods on October 21, 2022 to report my chain is broken and needs to be replaced since they offer a lifetime warranty. The agent told me to mail it back to them, which I did on November 4th, 2022. The agent stated that "once received, the processing takes 1-2 business days, while the shipping takes 1-5 business days via **** ***** ***** ****." It has now been 3 months. The claim number for the replacement is ***************. I have sent multiple emails to them and I have just gotten the run-around with no resolution. Their email responses have just consisted of "we await the resolution from our supervisor." At this point I'm must discouraged and fear I'll never receive the replacement chain or even my broken chain back. Can someone assist with this issue?

  Business response

  02/01/2023

  Hi *******
  Thank you for leaving a review and bringing this to our attention. After looking for your order, I cannot find one? Also, I cannot find any emails with the name "****** *****". Very strange, and I do apologize for this inconvenience. Can you please email us at ********************? We will be happy to get you a replacement :)

  Customer response

  02/01/2023

  I attached my emails and chat sessions to the original email. Please take a look at the previous email of my complaint and you will find the attachments. There are several email correspondents, so I must be in the system. I also included a "claim number" in my original email. I'm not sure what the issue is on your end. 

  Customer response

  02/02/2023

  Please note this is not our original email thread. This is a fabricated email to make it look like Gold God's has been trying to reach me. This email doesn't even make sense because in this thread you said my package didn't have contact info but yet you had my email in the package to reach me and somehow knew it was my chain? This is a poor attempt at rectifying the situation. Even in the chat session I sent to BBB it shows I gave the agent my address. All I'm asking is for the chain to be replaced as offered per your lifetime warranty. We are now on month 3. Again my address is **** ******** ****** ** *********** ** ******
  
  I have been trying to reach you since November, Please email me your Address so I can send your replacement chain back to you. There was not information with the Chain......
  The Gold Gods Customer Support
      I received your package but there is not information on the paper, I need your address so I can mail back the New Chain.

  Business response

  02/02/2023

  Hi *******

  So I see you email address now: ******************

  Which we have no purchase from. Also, this is not a fabricated email..

  Do you have your order number, email address or address that you placed your order with? Can you give us anything that we can find your order with please? 

  Customer response

  02/02/2023

  This chain was purchased instore at ******** I sent the warranty card with the chain. I am not sure the issue.

  Business response

  02/02/2023

  Can you please email us directly at ******************** so we can get you a replacement? 

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 30, 2022, I ordered a Solid Gold Palm Wheat Franco Bracelet × 1 10k Solid Gold / 7.5" / 5mm. ORDER ******* The bracelet cost $359.10. I did not receive the bracelet until January 10, 2023. The bracelet was very flimsy and did not appear to be real gold as advertised. On the second day of wearing it the clasp broke. On January 12, 2023, I sent an email to the company's customer service email (***************************), which was advertised as the contact info for complaints, order problems, returns, etc. I requested to return the item. The company did not reply back for 9 days so I contacted them again today January 21, 2023 and still no reply.

  Business response

  01/21/2023

  Hello ********

  Thank you for taking the time to leave this review. We are sorry to hear you received a faulty bracelet and had such a frustrating experience, but we really appreciate you bringing this issue to our attention.

   

  We will be emailing you shortly with a resolution for this situation and inconvenience.

  Customer response

  01/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* *****

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 23, 2022, I emailed this company because my gold chain clasp broke and I wanted to fill out a warranty claim since the business offers a lifetime warranty on products with proof of purchase. I emailed them pictures of my retail receipt which I purchased from ******, the box/packaging it came in, and the proof of authenticity that came with the chain. I have still not gotten a response. Today, I attempted to use the chat feature on their website as I was sick of waiting for a response. The response either ignored what I was saying and told me to have a good day or told me to wait around for a response. I would like my chain either replaced or my clasp repaired in a timely manner, as this has been an issue for over three months now, and I haven't even been able to start the process since this company doesn't seem to respond to their customers.

  Business response

  01/21/2023

  Thank you for taking the time to leave this review. We are extremely sorry to hear that this occurred, causing a disappointing shopping experience. We would like to make it right for you as soon as possible by providing you with a much better experience. 
  

  
  We'll be emailing you shortly so we can discuss this matter more to get it resolved as soon as possible! Please be on the lookout for an email from ********************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order no. ******. I ordered and paid $265.00 for SOld GOld Pave Figaro Chain 16in on Dec. 18th. I needed to exchange it as it did not fit the person I purchased it for as a gift. I initiated a return request on 12/29 and Gold Gods sent me the label and instructions and I immediately returned it as instructed as included details that I wanted to exchange the necklace for a larger necklace 20in, on Friday Dec. 30. Attached is a receipt of the Pak mail receipt. To date, I have gotten nothing but the runaround from their customer service text reply. Their customer service never replied to the 3emails I have sent. I am at the point where I no longer want an exchange but a REFUND. They have not responded to me unless I initiate and its a generic reply when I do receive a reply or that their customer service is busy and will get back to me but to date, they have NOT. And I have not received the exchanged merchandise, or any REFUND back to my debit card. I returned their merchandise and I don't have the product and they also have MY MONEY and I have nothing. It has gone on for too long. Their customer service is putrid at best.

  Business response

  01/20/2023

  Thank you for your review. We are sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. Looking into our emails I don't see any emails from you, which is very strange. I apologize.
  We are looking into this issue and hope to resolve it promptly and accurately to leave you completely satisfied. We will be emailing you shortly with a resolution for this situation and inconvenience, please look our for an email from ********************
  

*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. ↩