Complaints

The 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:12/05/2024

  Type:Delivery Issues
  Status:

  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 placed an order with GLD for jewelry valued at over $200. I was notified by *** the order made it as far as ********, where the box was found open and empty. I phoned and emailed GLD several times and their best answer was that the ***************** will have to spend days and do an investigation to decide if I will get a replacement. How is this possible? The package never arrived at my address. They have my money. This is a Christmas gift. I find their customer service and solution untenable. Please have them promptly address this issue. Thank you.

  

  Business Response

  Date: 12/07/2024

  Hello,

  Thank you for taking the time to share your experience. Im truly sorry for the frustration and inconvenience this situation has caused, especially during the holiday season. After reviewing our records, I see that our ***************** promptly offered a replacement for your order, and were pleased to see that you accepted this resolution.
  
  We will follow up with you directly via email to ensure everything is on track and that this matter is resolved as soon as possible. Please dont hesitate to reach out if theres anything further we can assist you with in the meantime.
  
  Best regards,

  Customer Answer

  Date: 12/07/2024

   
  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

  Date:12/02/2024

  Type:Delivery Issues
  Status:

  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 have placed an order from a bracelet on Nov 18, after payment was made for my entire order this item was left out with notification on the status. This is my 2nd order with this company that I have placed an order and did not receive it. My opinions were then to select a different item or store credit. I do not want store credit, I also specifically checked on the items availability before purchasing, due to prior issues on previous order. They confirmed availability twice and after paying now they suggest I pick something else... I just want the item I paid for

  

  Business Response

  Date: 12/04/2024

  Hello,

  Thank you for sharing your experience with us. Im truly sorry for the frustration this has caused, especially after you went the extra step to confirm the items availability before placing your order. We completely understand how disappointing this must be, and its not the experience we want for you nor strive for.

  Im happy to share that weve been able to confirm a restock timeframe for your bracelet, and were very excited to get it to you as soon as possible. Thank you for your patience and for giving us the chance to make this right.

  If theres anything else we can do to help, please dont hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 12/04/2024

   
  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.

   

  If I could get a estimate on the restock date or request an email from them when the item is ready for shipping, that would be ideal. ************************************
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 12/04/2024

  If I can request a estimate on the restock date to best have a expectation on a delivery date to make plan to have someone home for delivery 

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  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 bought a ring for GLD the stone fell out I sent it back I got a replacement now you can see what ever they use told to hold the stones is making my stones look yellow and you can see the glue through the stone they told me I can buy a new one for 50 percent off after I was told it had a life time warranty but now they saying with one replacement how is that a life time warranty I think thats bad business

  

  Business Response

  Date: 11/26/2024

  Hello,

  I truly apologize for the issues youve encountered with your ring. We strive to provide excellent products, and are regretful that your experience hasnt met those expectations.

  After reviewing our recent correspondence, I'm happy to confirm that weve approved an additional replacement for you, and we cant wait to get your brand new piece to you soon. Please feel free to reach out to us if you have any further questions or concernsour team is here to help!

  Kind regards,

• Initial Complaint

  Date:11/21/2024

  Type:Delivery Issues
  Status:

  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.

  Placed an order. Was given tracking but ***** shipped in over a week. Contradicting information from chat bot. No answer of phones. Many many similar complaints. Wont issue a refund. Zero human communication. Looks like a scam

  

  Business Response

  Date: 11/26/2024

  Hello,

  Thank you for sharing this with us. We're sincerely sorry for the recent challenges you've faced. We experienced some delays with our carrier that impacted tracking updates, and we completely understand how frustrating that must have been. Your experience matters deeply to our entire team, and were committed to continuously improving to provide the exceptional service you deserve.

  I'm grateful that these issues have now been resolved and are pleased to see that your package has successfully been delivered. Should you need any further assistance, please dont hesitate to reach outour team is here to help!

  Kind regards,

  Customer Answer

  Date: 12/10/2024

   
  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

  Date:11/07/2024

  Type:Product Issues
  Status:

  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.

  Purchase a yellow gold cross from GLD on September 28. When it arrived it looked silver and didnt match the chain. I immediately asked for a return. The return arrived within 3 days to GLD. I yet to receive a refund after 10 day period. Had to file a dispute with my bank with GLD fails to answer. PLEASE EXERCISE CAUTION BUYING FROM GLD SEEM LIKE A WHOLE SCAM.

  

  Business Response

  Date: 11/07/2024

  Hello,

  Thank you for sharing your experience with us. Please allow me to sincerely apologize for the frustration caused. I understand how important it is to receive timely service for your return.

  Unfortunately, we were prevented from processing your refund because a chargeback was filed the same day your return package was delivered, which restricted us from issuing a refund on our end. Were happy to discuss this further and can process the refund in our system as soon as the chargeback is resolved. Please feel free to reach out directlywere here to assist and ensure a smooth resolution!

  Kind regards,

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22525870
  
  I am rejecting this response because: dispute was made on 10th business day after delivery. Don't lie I have proof of everything.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/20/2024

  Hello,

  Thank you for your response. I truly appreciate you sharing your concerns, and I want to assure you it was never my intention to imply otherwise regarding your timeline or actions. I completely understand how frustrating this situation must feel, and I sincerely apologize if my earlier response came across the wrong way.
  
  To clarify, we have confirmed your return package was received, and we are fully prepared to process your refund. However, as a chargeback is currently in play, this restricts us from issuing the refund through our system until the dispute is resolved.
  
  If you decide to withdraw the chargeback with your bank, we can promptly process the refund on our end without any delay. Alternatively, if you'd prefer to let the chargeback process proceed, we completely respect that choice and will be ready to assist once the dispute has been resolved.
  
  Please feel free to reach out if theres anything else we can do to support you during this time. We genuinely value your business and hope we can make this process smoother for you.
  
  Kind regards,

• Initial Complaint

  Date:11/05/2024

  Type:Delivery Issues
  Status:

  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.

  11/5/2024 $160.25 My son, a college student, lost a brand new bracelet (less than 24 hours) purchased here, DID NOT leave, and I had replaced it at cost ($35) from original jeweler (amazing guy ), called my son and he tried to return it .... literally 5 minutes had transpired.I tried to speak to the owner and all he kept saying was company policy. Just really bad business to a college student who was WAY over charged....$161.25 (I paid $70 for EXACT same bracelet).

  

  Business Response

  Date: 11/07/2024

  Hello,

  Thank you for bringing this to our attention, and Im truly sorry to hear about your experience. I understand how disappointing this situation has been, especially for your son as a college student. Please know that we take these concerns seriously. While I couldn't locate the specific order details, I assure you I will personally investigate the situation to make sure we address it promptly. Kindly keep an eye out for a follow-up email from me soon.

  If theres anything else youd like to share in the meantime, please dont hesitate to reach out. I look forward to connecting with you soon.

  Kind regards,

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22517979
  
  I am rejecting this response because:

  The follow up cited in their response was never completed.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/14/2024

  Hello,

  Thank you for your response. Were truly sorry for any confusion caused and appreciate the opportunity to address your concerns. Our goal was to work directly with you to locate your order and resolve the issue. However, we werent able to find a purchase history with the information provided.
  
  To move forward and help as best as we can, we kindly requested confirmation that the purchase was made with our business, "The GLD Shop". We havent yet received a response but are eager to assist once we have more details. Please feel free to reach out at your convenience.

  Kind regards,

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22517979
  
  Please confirm your business address and what I can supply you from the receipt?
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/20/2024

  Hello,

  Thank you for your response. Our business address is as follows: The GLD Shop, ****************************************. We want to ensure that your information remains secure, so we do not recommend sharing personal details from your receipt in this public forum, as it may become visible to others. That is, unless BBB has specified otherwise for your specific case.

  If you would prefer, wed be happy to continue this conversation directly via email to address your inquiry more securely and efficiently. Please let us know how youd like to move forward. We are committed to providing you with the support you need, in whatever way is most comfortable for you.

  Warm regards,

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  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 made a purchase on June 10, 2024 for a Diamond Tennis Necklace and a Diamond Tennis Bracelet for my husband. I received the item and presented it to my husband. He did not like the items so I requested a return to GLD the company. They sent me a return authorization and I returned the item via *** and paid for shipping at my own expense. I have yet to receive a refund for the item. I am looking for a full refund for the item that was returned. I reached out to the company directly and they refused to issue me a return despite receiving the items that I returned. Please assist.

  

  Business Response

  Date: 11/01/2024

  Hello,

  Thank you for reaching out and sharing your experience with us. I'm terribly sorry to hear about the difficulty you encountered with the return and refund process. We've always strived to make the return process as smooth and as simple as possible.
  

  After reviewing your account, it appears there was a chargeback placed, which can unfortunately delay refund processing. However, were pleased to see that this matter has since been resolved. Please be assured that were following up promptly to ensure the refund is completed as quickly as possible. Thank you for your patience, and please dont hesitate to reach out to us directly for any further assistance.

  Kind regards,

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  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.

  Very deceitful practices. I purchased a set, necklace and bracelet and paid the 2.99 for free returns. The bracelet was too small. I reached out to make a straight exchange but one size up. The price reflected was twice what I paid for the bracelet and I had to pay the difference. I received lots of apologies and we are sorry for the inconvenience but no one corrected the problem or refunded what I was over charged. This is absolutely ridiculous and I will not be purchasing from this shop again. Buyer beware!!!

  

  Business Response

  Date: 09/21/2024

  Hello,

  Thank you for taking the time to share your experience and we apologize if there was any confusion or discrepancy with your recent exchange. We strive to ensure a smooth experience for all our customers, and it's disheartening to hear this wasnt the case for you.

  We are currently looking into the details of your situation to verify what happened and will be following up with you directly via email to ensure this is resolved. Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Best regards,

• Initial Complaint

  Date:08/30/2024

  Type:Delivery Issues
  Status:

  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 husband and I have placed 3 separate orders with this company and have received either partial orders or no order. This all started with my first order on July 26th order number *******. I received all of my order except the handcuff rose gold bracelet. I emailed them and they said it was sold out and the whole point of me ordering the bracelet was for the matching necklace so I returned the necklace since the bracelet was sold out. It took them over a week just to receive and inspect and issue me my gift card. Then my husband placed an order because we are prepping for our wedding on sept 7th which is order number *******. We did not receive anything from this order but one bracelet when we ordered two of the same bracelet different sizes and again I had to reach out to the company because in both of these instances they never emailed or advised us of the reasonings we did not receive these items until WE followed up with them and they gave us the same response those items were sold out. So we were frustrated at this point and just wanted a refund for everything but they tried to make it right with complimentary express shipping and they advised we would receive our newest order#******* by 08/30 which is today so we can have it for our wedding next week. ONCE AGAIN they cancelled our order with no email or notice and it was not until my husband checked the shipping and saw they cancelled the ***** order on 08/28 and the order was placed on 08/27 and the representative ******** verified she had the replacement items and we still do not have them. This is very frustrating and annoying as I have never heard of a company that does not advise you something was wrong with your order or that something was sold out. You have to take it upon yourself as a consumer to follow up with them. So at this point we do not want a gift card or store credit or any merchandise just all of our money back for the items that were not shipped which is everything in that last order.

  

  Business Response

  Date: 09/02/2024

  Hello,

  Thank you for sharing your feedback and bringing this to our attention. I sincerely apologize for the frustration and inconvenience you've experienced with your orders. I understand how important it was for you to have your items in time for your wedding, and we're deeply sorry that our service fell short. We rely on a system to track our stock levels, and it appears there was an unforeseen error that caused the items you ordered to show as available when, in fact, they were not. This issue has since been rectified to prevent similar situations from occurring in the future.

  Please know that we acknowledge that our communication regarding the stock issues was not up to the standard you deserve. It is our responsibility to keep you informed, and it's disheartening that you had to follow up with us rather than being proactively notified.

  After thoroughly reviewing your correspondences, I see that we have processed the refund as you requested. The funds should be reflected in your account shortly, if it hasn't already. If there is anything more we can do to assist you, or if you have any further concerns, please feel free to reach out to us directly. We value your business and would love the opportunity to make things right.

  Thank you,

  Customer Answer

  Date: 09/03/2024

   
  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

  Date:08/29/2024

  Type:Product Issues
  Status:

  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 returned an item that was delivered to the GLD facility on August 16th. The website states that returns are processed within 5-10 days, but it has now been more than 2 weeks, and the return tracker still shows my return as unprocessed. I attempted to reach out through the contact page, but the only option available is live chatno phone number or email is provided. The live chat bot was unhelpful, repeatedly looping without offering any solutions. This has been one of the worst experiences I've had with customer service.

  

  Business Response

  Date: 08/30/2024

  Hello,

  Thank you for taking the time to share your review and please allow me to sincerely apologize for the frustration you've experienced with your return process. We strive to provide a smooth and efficient return experience, and I'm sorry that we fell short in this instance.

  To clarify, our processing time for returns is 5-10 business days from the day we receive your package. Since your return was delivered to our facility on August 16th, today, August 30th, marks the 10th business day. Please note that weekends are not considered business days, as our warehouse is closed during that time.

  I will personally follow up on this and ensure that your return is processed as soon as possible. You can expect an update from me via email shortly. In the meantime, please feel welcome to reach out to us directly with any additional questions or concerns.

  Kind regards,

  Customer Answer

  Date: 09/08/2024

   
  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,
  
  ***********************************