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GLD Rating
Address: 999 Brickell Ave STE 800, Miami, Florida, United States, 33131-3043
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Address: 999 Brickell Ave STE 800, Miami, Florida, United States, 33131-3043
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Great Company great quality pendants the iced me out!
Thank you, Darius!
On January 23rd, I ordered an Iced out palm tress pendnant with a custom iced out bubble name plate. It is now March 1st and I have yet to recieve any
On January 23rd, I ordered an Iced out palm tress pendnant with a custom iced out bubble name plate which came just over 200$. About 2 weeks after ordering I emailed customer service to get an estimated ETA and still have yet to get a reply. My order number is #XXXXXX. It is now March 1st and I have yet to recieve anything ..not a estimated delivery time, reply to my email, nothing..
I would like to get what I paid for please.
copy of email to customer:
Hi ***,
We've received your Revdex.com Complaint and I will be handling your complaint. I want to assure you I will do everything I can to rectify the situation.
I've read your comment and want to make sure I understand the situation completely.
This is what I've gathered so far, feel free to correct me:
You placed an order with us (XXXXXX) for a custom item on January 23rd and would like to know it's status as you haven't received anything so far.
I can tell you that your customized item is still in production. Typically, custom orders take 4-6 weeks to complete. However, due to the holiday rush, our timeline got pushed back to 6-8 weeks for completion. We're currently on week 6 so please allow us another 2 weeks to complete the order. Once finished, the item is sent to us for final inspection so we can ensure quality and polish it off for you. That process takes about 48-72 hours before being shipped to you. Once we send it out, you'll receive tracking automatically.
(The consumer indicated he/she ACCEPTED the response from the business.)
FedEx tracker says my package was delivered through USPS, but it was never delivered.
The tracking number I was given for FedEx said that my package was delivered to my local USPS for delivery through the post office, yet I was never given a USPS tracking number, only a FedEx tracking number. The FedEx tracker said my package from The GLD Shop was delivered through USPS Tuesday February 26, 2019, yet it never arrived. I went to my post office and they do not have the package either, nor any record of it since I was never given a USPS tracking number. I contacted The GLD Shop the same day the package did not arrive and was told that they are not reliable for whatever mistake they may have made. This is not my fault but the fault of the courier and The GLD Shop. This problem needs to be resolved.
I just want my jewelry that I ordered and paid for.
Issue resolved
I returned an order for (250 dollars worth) to the store for a refund with proof that it arrived Dec 3rd 2018 I have not received refund or items.
This complaint is about the following order number with the GLD store: #XXXXXX. The jewelry is a white gold 18in gucci link necklace and a white gold 7inch 5mm tennis chain,
We returned it to the store it and delivered on Dec 3rd.
the tracking number shows it was delivered:XXXX XXXX XXXX XXXXXXXX XX
The amount of 208.20 dollars was paid Oct 14th by Visa cc in my name, ***.
We heard back from *** (support team member) that since this was the second return (first return because of bad fit of items) that the items were not eligible for return. In email conversations we then asked for the items back. We were asked to provide the order and tracking number, which my son did last on Feb 1st, sending both the order number and tracking number and asking for the items back. I have proof of the email chain. Since then we emailed many times but simply don't get a response even though the support team's automated response (tickets) say we will hear back within 24 hours, like this one from Feb 14th which was one of many: "Thank you for reaching out to us. Your request (XXXXXX) has been received and is being reviewed by our support team. You can expect a response within 24 hours." The phone number of the GLD store website has no answering service, so I can't leave a message. This is very frustrating and I hope this can be resolved.
since the items weren't sent back to us, at this point (my son is already back in Europe for a year) I would really appreciate the refund of the 208.20 dollars esp. after all the hassle. If that is not possible I request the items back with a tracking number provided for shippment back to me.
email to customer:
Hi ***,
My name's *** and I wanted to firstly apologize for our lack of customer service in resolving this issue. Secondly, this matter was brought to my attention after you submitted a Revdex.com Complaint and I want to assure you that I will do whatever I can to bring this matter to a close.
In reading through our email exchanges, I gathered that you ordered two items and needed to exchange them. Upon receiving the exchange, your son realized that the items he had weren't his style. He returned the items for a refund but was later told that the items weren't eligible for return and the items would be sent back but they were never shipped back to you.
Am I missing anything?
I'm going to give you two options, I can either refund you the total amount paid.... $208.20
Or, your son may choose anything we have currently available on our site up to the total value of what you purchased before the discount was applied. That amount would be $260.
Please let me know which option your son would prefer as I saw that it was a gift to him.
(The consumer indicated he/she ACCEPTED the response from the business.)
company replied to me after they received the complaint and apologized and offered a refund or exchange. I was relieved and satisfied with how the support team handled the case.
They still haven't delivered or refunded me for the two items I purchased, even after sending multiple emails and complaints.
I orders a gold chain, and lion pendant for my son on December 21, the label was made December 26th, and it stated the package would arrive in 4-6 business days. January 2nd it went out for deliver. I received a Fedex text message stating it was transferred to USPS because the package was undeliverable (still 01/02/2019). I went to the post office that same day, and they said they sent the package back because the sender entered the address wrong. I contacted the company at ***@thegldshop.com and I received an email back on 01/22/2019 that they received it back at the shop and they reconfirmed my address and advised they would resend the package with a new tracking number, and that I would receive that number the next day. They never sent me anything. I tried 3 more times to email them and they would not respond. I try calling the shop and they still have a message that states they are closed for the holidays (it is FEBRUARY!). After searching google for some answers, I found an alternate email to the owner of the shop (***@gmail.com - *** who responded the same day stating that the reason I didn't receive my item, was because it was out of stock. How was it out of stock if they supposedly tried to send it to me the first time!!?? How was it out of stock if they were supposed to resend me the same item!!?? I told him I wanted a refund if they did not have the items I ordered, or if they not intend on resending them. He told me I would get a new tracking number no later than the next day. That was on 02/01/2019. It has been 26 days later, and I emailed 2 more times between that period, still no response. This complaint is only the first step of action I intend on taking against them.
Order # XXXXXX
Total cost of the items $96.30
Paid only via credit card
I want a full refund. I don't want a replacement, I don't want to deal with these people ever again. I want my money back.
response to customer:
Hi ***,
I want to apologize for the delay in responding to you. We've received your Revdex.com complaint and the matter has been assigned to me to resolve.
I'm not sure entirely what happened to the original order as it should've simply shipped out when it returned back to us.
As of now, we're out of the Lion Pendant. so I can either refund you in full which would be $96.30, or you may choose anything else on our site that's in stock up to the total value of your order which was $130 before the discount was applied.
On 1/27/19 I purchased Link necklace from shop GLD. I received my necklace broken. I contacted to company regarding the issue. I never received a refu
On 1/27/19 I purchased Link necklace from shop GLD. I received my necklace broken. I contacted to company regarding the issue. I never received a refund on my purchase. The told me to mail the item back. My item was received February 14,2019 since then I haven't heard from this company. I have yet to receive a email from them responding back on the issue or offering a refund or replacement item
I would like a simple refund of $165 or the correct necklace undamaged in return
copy of email to customer:
Hi ***,
We've received your Revdex.com complaint and I want to assure you we'll do everything we can to rectify the issue.
I looked into your order and I see it was processed but you never received the notification.
Below is your new order number for future reference. You'll receive tracking within the next 48-72 hours (2-3 business days).
I apologize for the wait and hope you'll continue to be a valued customer of GLD.
Hello,
I received the confirmation email from GLD. However, I am still waiting to receive a tracking number. The business said this will be sent in 48-72 hours (2-3 business days).
Order is being processed and will ship out normally.
(The consumer indicated he/she ACCEPTED the response from the business.)
They eventually sent the correct item.
I usually be skeptical when it comes to buying jewelry online, but I no longer feel skeptical when it comes with purchasing items at TheGoldShop. If you need any questions they always respond back in a short amount of time, and when I do purchase any items from TheGoldShop it usually comes less than 2-3 weeks; a very quick and easy translation. I advise everyone to check out this website, you won't regret it!
Thank you SO MUCH Jaylen! We appreciate your business and hope to see you back soon!
Order number XXXXXX been waiting 5 weeks no reply spent 700$ this is terrible service and they have so many complaints ordered in February no reply
I just want my order or a reply telling me what's going on gld shop seem like there scamming me and other people as well order number XXXXXX I just want my order or a reply everytime I contact them it's oh u gotta wait 7 more weeks now it's been goin on 5 week no reply at all I just want my order I ordered back in February still no contact at all if u running a business customers should always come first we sped our hard earn money to keep the business going I spent 700$ In February I'm lost for words with the lack of communication with the gld shop this isn't right u just don't shut me out and leave me in the dark about my order 700$ isn't a small amount of money I worked hard for that money it's like there just a big scam
Order number XXXXXX I just want my order that's it that's all I been waiting long enough it's been 5 weeks with no email reply's nothing after this I will never order again I'll save the strees this isn't right by any means u don't rip off good loyal people because in return withso many complaints I'm sure the Revdex.com and other will shut them down which I don't wish on no business but something gotta give I'm not the only person that suffer from not getting there orders I'm sure I'm not the only one 700$ isn't a small amount of money I put trust in the after getting my first order I'm not gone just sit here and let them rip me off I have a famous uncle who will step up and speak for me as well because u can't call your self the gld shop and not treat your customers with respect or even reply to a simple message after 5 weeks I been nothing but respectfully to these people it's no reason that u shouldn't resolve this issue period so if u order from the gld shop be prepared to get ripped off for weeks or maybe months this isn't right
copy of email to customer below. Ordered item is a custom item and takes 4-6 weeks to complete.
Hi ***,
*** here, taking over for ***
I wanted to let you know that we've received your Revdex.com Complaint and will do whatever we can to resolve this matter as quickly as possible.
I see that *** has taken good care of you. As she stated custom orders are handcrafted and therefore take a bit longer to make. generally 4-6 weeks sometimes up to 8.
Your order is expected to be complete by the end of next week.
If you don't receive any tracking info by Tuesday, March, 5th, shoot me back an email and I'll look into it for you.
We'll be shipping you out the rest of your order though so expect tracking on that by Monday or Tuesday. Don't worry, I'll be here if anything goes wrong. Please let me know if I can do anything for you in the meantime.
-
NATURE OF DISPUTE:It's been 8 weeks since I haven't got my custom pendent from the gld shop every time I email them they give me the run around I need. My money or ect.
Order date January 1st and it's march 5th order number XXXXXX I spent almost 700$ with the gld shop this is no way to run a business they sent me part of my order but not my full order I told the gld shop to not send me nothing until my whole order was complete and I still haven't got my custom pendent I paid almost 400$ for this is a unfit business all customers always have delivery or order issues with this business all I want is my custom pendent that's it that's all or my money back I spoke with a guy name kevin who said he would take care of me but have yet to do so.. they are good at ignoring customers who spend there hard earn worked money to get treated like dirt on the ground... I been emailing this company and they don't respond most of the time I'm starting to think this is one big scam.. it's been almost 8 weeks and still having got order #XXXXXX still missing my custom pendent
DESIRED RESOLUTION::I am seeking for them to send my custom pendent or give me my money back I'm tired of the run around it's been way to long
item has arrived and will be shipping out this week:
Hi ***,
Here is a picture of your pendant. We're going through them at this moment and they will be shipping out this week guaranteed this time :)
Be on the look out for the tracking confirmation.
Forwarded message
From: ***
Date: Fri, Mar 22, 2019 at 3:10 AM
Subject: Re: Revdex.com Complaint Case# *** (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX)
To: Revdex.com
I no longer need the Revdex.com help the gld shop has sent my order thanks for u guys help
Received item after 3 months and the jewels were ***.
I placed my order with the GLD shop on November 30th. I contacted them the first time in December asking for estimated shipping and the chat agent told me it would ship the first week of January 11th, which was the 6th week of "production time" and the agent again told me that it was still being made. I finally received my item a month later on February 14th and the customized piece was not polished and the jewels are ***. I contacted customer service to tell them about this with a picture proving the damaged piece and they did not reply.
I would like a complete refund. The item was a gift for Christmas and it is February. I bought something else because the item did not turn out how it was supposed to. Not to mention the cost of the chain.
copy of email to customer:
Hi ***,
*** here, taking over. We've received your Revdex.com Complaint and want to thank you for bringing this to our attention. I'm very sorry for the delay and additionally for how you received the custom piece. I want to assure you that is not at all reflective of our quality.
I would be more than happy to have the piece remade, free of charge, with a rush order on it so you definitely won't be waiting as long. My guess is that it was delayed with all the holiday orders we received, not that it's an excuse. It should have been made in a timely manner regardless.
I can absolutely give you a full refund if you wish but I did see you mentioned it was a gift so maybe you could still use it as such? If you'd like, I can have a new one made and also refund you $150 for the trouble.
Please let me know which option best suites you and I'll get it done for you right away.
I ordered a custom necklace August 11, 2018 and have yet to receive it.
I placed an order for a custom-made necklace on The Gld Shop's website on August 11, 2018. I ordered:
Custom Script Necklace - 18k Gold Plated / Plain Word / Iced Tail
Font Size: Medium - 1/2" x 1 1/2" (Approx. Width x Height)
Chain Length: 20" 2mm Rope Chain
Input word: ***
Total: $ 77.90 USD
Order #XXXXXX
I still have not received my necklace. As shown on their website, custom made pieces take 4-6 weeks to create. I have emailed support members numerous times between October 4, 2018 until now. The first member *** October 4, 2018) said that she was sure I would get the necklace before Christmas. Another support member (***, December 30, 2018) informed me that they would send my case to their production manager and she would reach out to me. She never did. The last member I emailed *** December 30, 2018) gave me a partial refund of 50% because she stated that custom orders couldn't be cancelled, refunded, or exchanged. This I understood, but it had been 4 months since I received my necklace, so I didn't understand why a full refund wasn't reimbursed. *** also stated that she had emailed the shipping manager to confirm if my necklace was shipped out or not, and if not, she would have him ship it out overnight. It has been 2 months since this email conversation and I still don't have a necklace.
I also have called their number (XXX) XXX-XXXX, and nothing.
I am seeking either a FULL refund, or a GUARENTEED shipment of my necklace. No excuses, because I have been hearing that for months now and I've been patient for too long now. I want it shipped OVERNIGHT and DELIEVERED to my mailbox with the CORRECT necklace inside.
Copy of email response:
Hi ***,
My name's *** and I'm going to be assisting you from here on out.
Firstly, I'd like to apologise for the mishandling of your order and for your inconvenience.
I'm going to look into this further and I'll get back to you right away.
Additionally, I want you to know that we've received your Revdex.com complaint and we will do whatever we can to rectify the situation.
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept this response right now because I was issued a refund upon my request, and *** has been in contact with me. Though, I have refused acceptance from the business because I am still being cautious until my necklace has arrived.
Copy of further response below. We've refunded customer and will still be shopping out original order .
Good afternoon ***,
I wanted to follow up with you and let you know the latest on your order.
For some reason, your order was missed by our system and never sent to production.
I've refunded you the rest of the balance due to this inconvenience and I've put in a rush order to still get you your custom script necklace.
Typically they take 4-6 weeks to complete and I know it's a huge bummer but I still want you to have it, completely on us, with rush priority and overnight delivery.
I'm going to keep this ticket open and periodically check in to make sure we're staying on top of it.
Additionally, below is a discount code for 20% off any items on our site (except Solid Gold items).
PROMO CODE:
Xxxxxxx
Please let me know if there's anything I can do in the meantime or, if you have any questions in the future, don't hesitate to reach out and I'll personally get you taken care of.
***
The GLD Shop
Customer Service Team
Ordered from GLD on December 6th for it be in my possession before January 30th. They supposed to take 6 weeks but I still haven't received as of Feb.
My order number is XXXXXX and I ordered a customized piece for my wife birthday. I ordered my jewelry piece on December 6th. According to their policy they are supposed to assign a customized jewelry agent to me. Their policy also states that it takes 4-6 weeks for production. I never received an agent. in the allotted time of 6 weeks (which states in there policy for production) I haven't received an email or a call. I emailed them several times within that 6 weeks and they kept telling me it was being worked on. After 6 weeks I received an email stating that they refunded me $70 due to the fact that the piece was NOT made yet. I tried to contact them to get more info, but they wouldn't give me more information. I tried to contact them to ask them when my piece will be made and they told me that they DID NOT start on it yet. At this point, it has been 3 months and I cant get a reply through support or figure out why my order has not been delivered.
I wjust want to get the piece i ordered without any issues. I will never order from themm again. This was a horrifying experience.
Emailed response:
Hi ***,
My name's *** and I'm going to be handling your order from here on out.
I first would like to apologise for the inconvenience and delay in processing your order. We had an error in our system that missed your order and it never got sent to our production team. As my colleagues have said, it is now being produced for you and being rushed.
I will also make sure it gets shipped to you via priority overnight once it's ready.
Please know that I'll do whatever I can to ensure this order is completed asap.
In reviewing this matter, I have found deficiencies within our handling of custom orders which will be addressed and rectified so that this situation does not happen again in the future.
Additionally, I would like to thank you for your patience throughout this process. Please do not hesitate to reply with any questions or concerns.
I'll keep you posted on the status as updates come in.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response because my end goal is to receive the gift I purchased for my wife.
I haven't received my items. I spent $600+ on 2 items I haven't received with express shipping.
I've been trying my hardest to get ahold of these people and it's impossible. I spent $600+ On this website with express shipping and I haven't got my stuff. I've heard good things about this place but my experience so far isn't going well.! Some one please help!
I just want my items to be shipped ASAP. I would appreciate it.
Hi ***,
We've received your Revdex.com complaint and would like to rectify the miscommunication.
You ordered a custom item which will always take 6-8 weeks to complete. The only way for us to edit custom orders, is to cancel it and resubmit it. The reason being, once the order goes into our system, it's forwarded automatically to one of our trusted partners to complete the order for you so we have to cancel it before it's processed. So, when you emailed us asking to change your order, *** cancelled it so you could resubmit it with the changes you wanted.
I apologize for the inconvenience and misunderstanding. I'd be more than happy to provide you with a 10% discount code if you would still like to place your order.
I did my first purchase with the gld shop and they hit it out of the park. All the way down to the packaging and the minor details. I would recommend doing business with them!
Thank you so much Chad! Hope to see you back again soon!
The GLD Shop refuses, provide any correspondence; resolution, pertaining to customer's issue, following flawed delivery, per carrier.
The GLD Shop refuses, provide any correspondence; resolution, pertaining to customer's issue, following flawed delivery, per carrier; does not offer telephone support, as customers reach a recording, w/ no voicemail option; does not offer any support, as customer has submit tickets; multiple e-mails, & received no correspondence. The GLD Shop uses, third party, Afterpay, to receive payment. Following dialog w/ Afterpay, a "dispute" was opened, which wound up serving as nothing more than, deterrent; rhetoric. Afterpay, rather than resolve the matter internally, advised, The GLD Shop has spoken to them, solely; insisted customer pursue refund through customer's financial institution. Customer, initially opened an investigation case w/ carrier, to assist w/ resolution. Following customer's repeated attempts @ resolution, Afterpay, contradicts their resolution assurances; passes blame; fault, @ the cost of the customer.
The GLD Shop, must address customers' concerns directly, in association w/, consumer protection laws. Customer requires a full refund, at this time.
RESPONSE SENT TO CUSTOMER:
Hi ***,
My name's XXXXX and I'll be assisting you from here on out. We've received your Revdex.com complaint and want to apologize we weren't able to rectify this matter for you sooner. According to the information we have on file, the package was delivered to you on Monday the 14th at around 5:45pm. We've filed a claim and also submitted a missing package search inquiry.
Have you spoken to your neighbors or mail-room attendee if you have one to see if the package was left with them? It's very possible that it was left in someone else's mail slot.
I completely understand how frustrating the situation is and I assure you I will do everything I can to resolve this issue for you.
Could you please also confirm the shipping address we have on file:
XXXXXXX
XXXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Greetings,
Unfortunately, at this time, I require nothing more, than a full refund, for this transaction (Order #: XXXXXX).
It is unacceptable, any reputable business, require weeks, to simply respond, to a customer's concerns; issue, w/ their order. I have observed many customers, sharing similar experiences; sentiments, via World Wide Web.
I opened a case w/ USPS(r), on day 1. USPS(r), inefficient; relies on the same, inaccurate tracking information, once the package has left their possession, for better or worse. The address, correct. On the premises of the address, there are no attendants, or neighbors who will retain packages, for others. The premises are not cordial in this nature, under any circumstances.
I have engaged in dialog w/ an executive @, Afterpay, to act as a mediator, & they too, found this to be a recurring scenario, w/ this company.
The only attestation, I will accept to preserve my business would be, an accommodation order, consisting of a replacement order, shipped to I, & a full refund, as a courtesy, due to this inconvenience. Otherwise, a full refund will suffice, at this time, & I shall no longer provide business to this company.
NOTE: Revdex.com, The GLD Shop continues, to deter resolution, as of, this date.
Thank You,
- ***
NOTICE OF CONFIDENTIALITY: This e-mail and/or any files transmitted with it are confidential; intended solely for the use of the individual and/or entity to which they are addressed. If you have received this e-mail in error, please notify the sender and/or system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not copy, disseminate, and/or distribute this e-mail. Please notify the sender and/or system manager immediately if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient, you are notified that copying, disclosing, distributing, and/or taking any action in reliance on the contents of this information is strictly prohibited by law.
Hi ***,
We've apologized for the delay in response but unfortunately we are unable to provide a full refund AND a replacement order.
Your package, according to tracking, was delivered to the address you provided. We've suggested you ask your neighbors for the package as it may have been mistakenly delivered to them. We've also suggested you ask your post person that usually delivers your mail as well well as your local post office. We also filed a claim with USPS but that takes a week or two to close.
We offered to provide you a replacement order as well as a 20% refund but that was refused.
Ultimately, a full refund has been processed.
(The consumer indicated he/she DID NOT accept the response from the business.)
Greetings,
The GLD Shop, has issued a full refund, via Afterpay. Oddly, Afterpay has suspended customer's account, per this circumstance. Customer has never purchased from, The GLD Shop; used Afterpay, prior to this transaction. The issues, the result of, The GLD Shop; beyond customer's control. The GLD Shop communicates w/ Afterpay, in a sketchy manner, to further deter customer's resolution, forcing customer to pursue external avenues.
Thank You,
- ***
NOTICE OF CONFIDENTIALITY: This e-mail and/or any files transmitted with it are confidential; intended solely for the use of the individual and/or entity to which they are addressed. If you have received this e-mail in error, please notify the sender and/or system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not copy, disseminate, and/or distribute this e-mail. Please notify the sender and/or system manager immediately if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient, you are notified that copying, disclosing, distributing, and/or taking any action in reliance on the contents of this information is strictly prohibited by law.
I was promised a refund once they received the item I had mailed back to them. When received, they sent me 1 email saying they would not refund me.
They refused to give me a refund after saying they would, and then went silent and didn't send any emails after that one and haven't responded since. This transaction was for around $170 and I filed a complaint with my debit issuer. This is unjust business tactics and not acceptable.
I just wanted my money back.
Hi ***,
This email is to confirm receipt of your Revdex.com Complaint.
I've processed your refund for you. I sincerely apologize for dropping the ball on this.
You should see your refund confirmation email within 24 hours and the funds back to your account within 48-72 hours thereafter.
False promotional advertisement, Poor GLD customer support.
I bought 2 items for $186 before Christmas, due to a promotion of $150 + overnight shipping. It's been more than 2 weeks, the items were bought as a gift for Christmas.I have not received the items. I have messaged GLD support 3 times. I even offered to pay my items for overnight shipping, since the tracking number still said pending after 2 weeks of purchase when it should of been overnight from the start. The GLD support are good with words, making you feel like you will get taken cared of, but in reality they do Not listen to your concerns nor care. I wasted my time and business with GLD. I will not return to the GLD Shop ever again.
I just want my items purchased, and for my review or complaint to be shown, so that others can see before purchase.
Email sent to customer:
Hello ***
We've received your Revdex.com complaint and I've personally looked into the matter for you. I see in our system it shows that you're order was received via tracking # XXXXXXXXXXXXXXXXxxxx
Could you confirm that for me? If so, are you satisfied with your items or is there anything I can do to assist you?
I apologize for the miscommunication and delay in responses.
Please don't hesitate to reach out to me should you need anything else.
I'll be copying this response on the Revdex.com complaint as well.
***
The GLD Shop
Customer Service Team
I have been waiting for my order to be shipped for over a month.
I purchased a Cuban chain and Tennis bracelet bundle along with two $25 gift cards from the GLD shop on November 26th, 2018 for $334.33. My order number is XXXXXX. I was told my order was on its way on December 4th, 2018. On December 16th I was told by Gaby Vidal that the 10mm Cuban Chocker included in the bundle was out of stock. I was refunded 50% of my purchase and told it would take 4-6 weeks for me to get the out of stock item shipped to me. I was also told that the items included in the bundle that were in stock would be shipped on the 20th or 21st of December. It is December 29th and I haven't received anything. Since the last email I received on the 20th of December, I haven't received any kind of update. I've sent multiple follow up emails and haven't heard anything back. I've been more than patient at this point and I feel like I'm just getting the run around now.
I would just like the items that are in stock to be delivered to me as soon as possible.
Hello,
We're reaching out to ensure you received your order.
We also received & reviewed your Revdex.com complaint and want to make sure there isn't anything else we can do for you.
According to tracking (xxxxxxxxxxxxx) it was delivered on 1/03.
If there is absolutely anything else you need, please don't hesitate to ask and I will personally handle your request.
Additionally... (see original email)
Thank you again for your patience through this process and I apologize for your inconvenience.
I returned a chain for an exchange as it didn't fit. Upon not receiving the exchange chain, I requested a refund and to this day have not received it.
On Sep 28, 2018, I placed an order for a chain priced at $229 (order #XXXXXX). This chain ended up being the wrong size and I returned it (having to pay out of pocket for shipping) in hopes of exchanging it for a more fitting size. On Oct 15, 2018, I received a notification for my exchange order being processed (order #XXXXXX), and in the details I noticed that the chain they were sending me was not the size I requested on the exchange form. After notifying them of this error, they then cancelled that order and made another one with the correct sized chain (order #XXXXXX). I have proof of both the cancellation of the incorrect order AS WELL AS the processing of the correct order. With all of this, I had hoped I would be able to receive the chain I paid for with no further issues as all they had to do at this point was ship it to me. The product had been paid for, all necessary forms were filled out, and any errors/mistakes concerning product specificities were rectified. However, after over THREE WEEKS of waiting and not so much as a single update on the shipping status, I decided enough was enough. I phoned their customer service line on Nov 8, 2018 and requested a refund for the $229 that I originally paid and the representative had the nerve to make it seem as though he was doing me a favor. "We don't normally give out refunds in cases like these, but I can make an exception for you." He then took my information down (order number, name, address, and PayPal information) and assured me that the refund would be received in 3-5 business days. *** and behold, I did not receive my refund within 3-5 business days. In fact, I did not so much as hear from them from over a month. I followed up with the status of my refund request on Dec 10, 2018 and a customer service rep by the name of *** (who by the looks of many of your complaints seems to be good for making empty promises) told me that I would be refunded that following Monday (which would be Dec 17). After not receiving the refund that Monday (at which point I was frankly tired of playing tag with a business that owes me money) I reached back out to them once again and threatened to open a dispute with PayPal if they didn't refund my money. Then, a customer service rep by the name of *** responds to me saying that the package was delivered and that I am not due a refund. It turns out the package he was referring to was the very first order I placed for the chain that ended up not fitting. After following up and providing him with evidence of the orders that were cancelled and the emails from support promising me a refund, he mysteriously stopped responding, as did their entire customer service team, despite my many attempts to get in touch with them. Mind you, they cut their phone lines due to "high call volumes this holiday season", so there was no other way for me to contact them at this point. I decided to open a case against them with PayPal and am currently waiting for this issue to be resolved. I find it unfortunate that this had to reach this point because I had no problems with their customer service team until the very moment I asked for my money back. I mean, it's not like I'm trying to scam these guys or get over on them. I have EXTENSIVE proof of our dialogue indicating that I am due a FULL refund. I can guarantee that they have proof of this as well, yet they are insistent on not giving me my money back. Needless to say, this was my first and last time shopping with the GLD shop. I would hope that this finds any other people out there who might be a bit uncertain as to whether or not to shop with these guys (as I initially was) so that I can leave them with this: don't. It's a waste of your time and (in my case) money.
I am seeking my refund of $229.
Hello ***,
First off I'd like to apologize for the handling of the situation. We definitely dropped the ball on this one. I've personally gone through our ticket history to get caught up with the issue. We've looked at our PayPal account and it seems the dispute has been resolved with your refund going through on the 12th. If you haven't received the funds into your account by now, you should see them at some point this week.
I'm sorry we weren't able to resolve the issue for you in a timely manner. I completely understand your frustration with the situation and I can assure you we are putting into place policies and procedures so this does not happen again.
If there is anything I, or GLD can do to win you back, please do not hesitate to ask. I will personally handle your request and ensure it gets done.
If you would still like the Diamond Cuban Link Choker (19mm) in Yellow Gold in 20in, I've also spoken to the owner of the company and explained the situation.... We would be more than happy to provide you with a $250 gift card to use on any item you'd like. Just let me know and i'll get that to you right away :)
Again, I sincerely apologize and hope to see you as a customer in the future.
Company refuses to schedule UPS re delivery for my item that I paid in full for. Package is in Miami post and they will not pick up package.
I ordered two items from this company on November 23rd. My package was sent out for delivery on November 29th, but I never received my package. I then find out that my package was returned to sender and was in the Miami post in Brickell Miami. I contacted The GLD shop to see if they had gotten my package and they told me UPS tried to deliver it and no one was in store to receive it. They then told me to contact UPS to try and schedule a re-delivery to my location. When I contacted UPS, they told me re-delivery was not possible because the sender had to retrieve the package from the post office in Miami. They also told me that they sent the GLD shop 3 notifications to schedule a re-delivery back to their location and they never responded. Now my package is still sitting in the Miami post office in Brickell and the GLD shop is refusing to pick it up or schedule a re-delivery on a return to sender and they also are refusing to give me a refund because they're claiming the package is not in their possession. All I'm asking, is for the company the GLD shop to respond to UPS's re-delivery notifications and have to package re-delivered to their headquarters, so that they can send it back to me or give me a refund. The GLD shop order number is #XXXXXX and the UPS tracking number is #XXXXXXXXXXXXXXXXXXXXXX. I paid in total $266 for the two items.
All i want as a resolution is to receive my package or get refunded in full for the package.
Document Attached***
Hi Good afternoon, we apologize profusely on taking so long on re-deliver your package. We had retrieve your package from carrier and re deliver it to you on Jan 7th, 2019. New tracking number shows it was finally delivered on January 14th, 2019. I send attached images to confirm this.
We did our best to retrieve your package and we again apologize for it. Dealing with shipping carriers sometimes can be a slow process but I am happy we could deliver your package to you on January 14th.
Thanks
(The consumer indicated he/she DID NOT accept the response from the business.)
The information shown on UPS's tracking information shows the items were received in Miami to the original return to sender. The package was to be delivered to Norfolk,VA to my address shown. This just shows that your company still has the items that I have been waiting for and refuses to re- deliver them to my location in Norfolk. I've tried to get in touch with your company, but you refuse to send the items back to me. I was even willing to pay the extra postage charges.
We are working with the customer to track down the package and processing a new order if that we are unable to reship item.
copy of email:
Hi ***
My name's *** and I'm going to be handling your order from here on out.
We've also received your Revdex.com complaint and I want to assure you that we'll do whatever we can to rectify the situation.
I've looked into your order and it seems as though the last tracking update shows it at a Miami post office though it states it'll be redelivered. As it's past 30 days, it may be lost but I have to verify first.
I've sent in a request to find the package which should take a few days. Once I receive an update from them, I'll reach back out. If I don't receive an update or it didn't happen to be lost, I'll put in a new order for you. One way or another, you will receive your items.
Please don't hesitate to reach out in the meantime should you have any questions or concerns.
This company is the worst! They sent me the wrong item and have been avoiding me for almost a week! I've been trying to get a refund!! Stay away!