Complaints
Customer Complaints Summary
- 159 total complaints in the last 3 years.
- 78 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/11/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My son saved his money to purchase a white gold chain. His clap on the necklace broke. The representative requested $12.99 to ship the necklace for repair. Then the company GLD sent another invoice to pay $19.99 to ship it back. After speaking with a chat Privot they kept saying sorry for your inconvenience. I dont think I should pay for an item to be repaired when theres a one year warranty that expires 12/2025.Business Response
Date: 07/14/2025
Hello,
Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration this situation has caused. You're absolutely right to expect better service under the Lifetime warranty, and I understand how disappointing this experience must have been. I will personally reach out to you right away to provide you with an immediate resolution.
We truly appreciate your patience, and Ill make sure this gets the attention it deserves.
Customer Answer
Date: 07/29/2025
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
Date:07/09/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two chains back in May. I didnt not like them, so I requested a return. The company emailed me a return label and I mailed both chains back to them. I received proof that they received them and I still have not received a refund. I have tried to call them several times and end up being on hold for over a half hour when the wait time should have been under ************************************************************Business Response
Date: 07/10/2025
Hello,
Thank you for sharing your experience, and please allow us to apologize for the delay and the difficulty you endured while trying to contact us.
After reviewing your order, I can confirm that your return was received and your refund was processed on June 19th. A confirmation email was sent to the email address associated with your original order. We did notice that this email appears to differ from the one used in your recent communication, so Ill be following up with you directly there to ensure you have all the correct details.
If theres anything further we can do to assist, please dont hesitate to let us know. Were here to help!
Kind regards,
Initial Complaint
Date:07/03/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Long hold times and and the shipping doesnt come when youve paid for expedited shipping Ive paid and it doesnt come when the site saysBusiness Response
Date: 07/04/2025
Hello,
Thank you for taking the time to share your experience! Were truly sorry for the long hold times and the delay you experienced with your expedited order. Your frustration is completely valid, especially after paying for faster shipping, and we take full responsibility for the inconvenience this caused.
There was a temporary shipping issue on our end that affected your order, but it is now in transit. I see we've refunded your express shipping costs and issued a $50 gift card, to use at your leisure.
Well be following up with you directly via email with your tracking details and to make sure everything gets resolved to your satisfaction. Thank you for bringing this to our attention, as we truly value the opportunity to make it right.
Kind regards,
Customer Answer
Date: 07/04/2025
I wish for a free chain 8mm for the in convince of failed ship time and having to have my order re did and having to wait significantly longerCustomer Answer
Date: 07/08/2025
Complaint: 23552372I wish for a free chain 8mm for the in convince of failed ship time and having to have my order re did and having to wait significantly longer
Sincerely,
Seneca *********Business Response
Date: 07/10/2025
Hello,
Thank you for your response. While we arent able to offer additional items beyond whats already been extended, we did refund your express shipping fee and provided a $50 gift card as a courtesy for the inconvenience. We hope this helps reestablish the value of your experience with us!
We're more than happy to continue the conversation and ensure everything is resolved to your satisfaction. Please keep an eye out for our follow-up via email.
Kind regards,Customer Answer
Date: 07/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Seneca *********Initial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got the chain for Christmas and a few months later it snapped my mom spent 109$ on it which is super overpriced as i can get the same exact one on amazon for way less and when we sent it back for it to get replaced we had to pay for that which i don't think you should with a life time warranty. and when they go5t it they emailed my mom and said it didn't have a warranty and after they found out it did they refused to replace it which can be considered a breach of contract and also fraud which is illegalBusiness Response
Date: 06/25/2025
Hello,
Thank you so much for reaching out! I am so sorry you were not properly assisted! This is not the experience we would want you to have, and we would love to assist you. Unfortunately, I was not able to locate an order number or conversation with the information provided.
I will email you shortly to learn more about what happened and provide you with a resolution.
Thank you for your patience,
Initial Complaint
Date:06/23/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought on a watch from this company May 16th We received it on 5/20 and it was not running would not keep time. we had talked back and forth with the company about the watch not working and kept getting the run around. We finally got a return label on 5-27 and sent it back. They had it back by 5-30 and took them until 6-23 for them to finally give us an answer and told me the watch was worn... why would we wear a watch that doesnt work. Now they are sending us back a watch that doesnt work and we have paid almost $800 for a paper weight because they said we wore it which we have not. That damage must have come from Transit. Why would we wear a watch that doesnt keep time? They dont talk to their customers they kept giving us the run around about the return and then when we sent it back now they are saying we used it! That makes no sense to return a watch that doesnt WORK because they said we used it....Business Response
Date: 06/23/2025
Hello,
Thank you for bringing this matter to our attention. Were truly sorry to hear about your experience and understand how frustrating this situation must have been. We would never expect a customer to wear a product that doesnt function properly, and we regret that this has not been a smooth or satisfying experience.
We will review this case closely, and email you with a resolution shortly. We appreciate your patience and we look forward to resolving this case favorably to you as our valued customer.
Customer Answer
Date: 06/23/2025
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
Date:06/21/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a watch from the GLD shop that stated "Simple, adjustable sizing from 6" to 8"*. I couldn't figure out how to adjust it myself so I brought it to a jeweler. The Jeweler stated the watch cannot be adjusted without additional links. When I initially reached out to GLD they told me they don't sell links seperate. Then GLD *** told me he would reach out to the "watch team" on May 11th. On May 18th the watch team responded stating links are currently out of stock and will be back in two weeks. The product appears to be falsely advertised as it is not easily adjustable and there is no option to purchase more links with the product. I requested to return the watch but was denied due to "strict 14 day return policy". Half of those days were spent waiting for a response from the watch team. The product is misleading by stating it adjusts simply from 6" to 8" when in fact does not adjust without additional links.Business Response
Date: 06/22/2025
Hello,
Thank you for making us aware of this issue! I am so sorry to hear you experienced so many issues with the item and our team. We are currently looking into your case and we will reach out shortly via email to further assist you. We believe you deserve our very best efforts and rest assured that we will do our utmost to turn your experience around.
We appreciate your patience, and we will be in touch shortly.
Customer Answer
Date: 06/22/2025
Complaint: 23500060
I am rejecting this response because: The product is still not as described. That is the main issue, other customers can have the same experience as I do if the watch continues to be describes as simply adjustable.
Sincerely,
****** *********Business Response
Date: 06/23/2025
Hello!
Thank you for your response! You are absolutely right, we should do what the description of our items show. In this case, I was advised that extra links should have been sent inside the box for it to be adjustable. We are sincerely sorry to hear you did not receive those links in your box. We will be happy to send links for free or accept a return. We've emailed you yesterday and will email you today as well to get this resolved as soon as possible.
You deserve our best efforts and rest assured, our team is working to get the site updated as well as our inventory to ensure everything matches.
I look forward to speaking with you further.
Customer Answer
Date: 06/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of returing the watch for a refund is satisfactory for me.
Sincerely,
****** *********Initial Complaint
Date:06/17/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of order: 12/12/2024 GLD has a policy for a replacement for any broken or defective items. This does not cover lost or stolen items but this policy is misleading as it does not clarify that an item that is lost or stolen due to the item breaking under normal wear is not covered. I bought a white gold chain for my brother for Christmas and it broke while he was at school and fell off his neck. He couldnt find it on the ground right after, so we assume it was stolen. The entire reason his chain was stolen or lost is due to the chain breaking under normal wear. I assume it was defective. GLD is saying they are under no obligation to replace it, but their policy does not have any clarity around items lost due to being defective. I believe this is a misleading and borderline fraudulent advertising strategy as I am sure the one time replacement is a huge factor in why people buy from GLD.Business Response
Date: 06/18/2025
Hello,
Thank you for bringing this to our attention! I am so sorry to hear the item broke! Although I see you were fully refunded, we will look into this further and see what could have happened as well as further assist you.
We appreciate your patience,
Initial Complaint
Date:06/15/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was considering making a purchase from the GLD Shop. Before I had made it through the checkout, someone from their shop started texting me which was a red flag, as I had not yet submitted my information, I had only typed it in but did not proceed through the checkout. I immediately checked my bank account and saw they had taken out $488 dollars when I had not purchased anything. I saw that they had also put it back into my account. They should not have had access to my bank account at all, as a purchase was never made. When I brought this up to the person texting me, they said they did not see where I made a purchase. That is because I did not purchase anything, they took money out of my account without authorization.Business Response
Date: 06/15/2025
Hello,
Thank you for bringing this to our attention, and we're very sorry for the confusion and concern this caused. We want to clarify that GLD does not process or capture any payment until a purchase is completed. We are sincerely sorry for any inconveniences caused by this matter and rest assured that we are looking into what could have happened.
We will email you shortly so we can investigate what happened further and properly assist you.
Thank you for your patience,
Customer Answer
Date: 06/30/2025
Complaint: 23472091
I am rejecting this response because: I was never given any explanation as to how this happened. The company stated that they did not have my credit card information because I did not process a payment, however, they somehow accessed my debit card before I hit checkout, as the money was taken out of my account. The money was immediately replaced, however, this was a huge inconvenience, as I had to shut down my debit card and be issued a new one.
Sincerely,
**** ****Initial Complaint
Date:06/10/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed my order and paid an additional $14 for fast shipping which was advertised as you pay $14 you get your order delivered in 2 days. Now I have got an update saying my order wont be delivered for an additional 2 days. Dont advertise that you have fast shipping when you cant live up to shipping orders out fast.Business Response
Date: 06/11/2025
Hello,
Thank you for bringing this to our attention, and I sincerely apologize for the delay with your orderespecially after you paid for expedited shipping. We completely understand how frustrating it is to expect delivery within 2 days and then be told otherwise. Rest assured, we are looking into the details of your order and will be contacting you shortly with an immediate resolution via email.
Thank you for your patience and we look forward to speaking with you,
Regards,
Initial Complaint
Date:06/08/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed my order on may ******. But only received an invalid tracking ********* item has been shipped and it over a month ****** update on shipping or refund.I feel I haven scammed and wants my money back.Business Response
Date: 06/09/2025
Hello,
Thank you for reaching out and bringing this to our attention. We sincerely apologize for the delay and the inconvenience this has caused you. We understand your frustration, and we are committed to resolving this issue as quickly as possible. The tracking number you received may have been generated prematurely, which is why it appears invalid. We are currently working to get a proper update on your shipment status.
We will reach out to your shortly via email. Thank you for your patience!
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