Picturesongold.com

Review: I ordered a medical alert bracelet for my husband and never received it. I have been after the company to send it but they claim it was delivered to my mail box. I never received it, so I contacted them and was told they would mail it out the next day. That was weeks ago and I still haven't heard from them except to tell me it was delivered to my mailbox.Desired Settlement: I would very much like to receive the bracelet I ordered, but if not, I would at least like my money back.

Business

Response:

I can ship you the new one out today, I apologize, I think it got lost in shipping.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: contacted pictures on gold because they show on there web site that they can make a pendent size Police Badge or Star that the Mother or Dad or husband or wife can put on a chine around there neck So because my son just became a Police Officer my wife wanted to purchase a badge pendent so I called Pictures on gold and talked to an employee named Daniel S[redacted] I informed him of what I waned, A nickel size pendent in 10k yellow gold and asked him the price he informed me that the price was $279.99 and I just needed to send him a photo of the badge, after he was sent the photo of the badge he sent me a e mail telling me that the badge pendent is going to coast me $350*00 I have a copy of that e mail. I then sent him a e mail back telling him that he quoted me a price of $279.99 I have a copy od that e mail also he then sent me a e mail stating that he will honor the price he told me over the phone $279.99 I have copy of that e mail also. I then told Daniel that I wanted to purchase one and did purchase it by credit card. Two days later the badge pendent arrived it was not what I told Daniel that I wanted it was a photo of the badge I sent him pressed on a piece of flat white gold not at all what I ordered. I then called Daniel and was asked my name by the employee who picked up the phone when I called and asked me my name. after telling them my name and why I was calling and wanting to speak t Daniel I was told e was not in his office and she would give him the message .when I se4nt Daniel an e mail informing him that if I did not get what I ordered and told him what I wanted and was sent something different and informed him that I was going to file a complaint with the Revdex.com he sent me back a e mail saying that he would take care of it. I have a copy of that e mail also. I had enough of him not telling me the truth, avoiding me, and not telling me how to return the unwanted badge so the decision was made to file this complaint after I sent him an e mail informing him of this complaint.Desired Settlement: Just want the badge I told Daniel I wanted witch was a 10k yellow badge with all the information on it like the one on the photo I sent him that is all I am asking. I will then send him the unwanted one he sent to me. It is hard for me to believe that a company that is on the web site that has had a large number of Law Enforcement officers as customers can do this to a fellow retired Officer

Business

Response:

I told [redacted] I was making him another one. It's in production as well. It was labor day weekend so I spent some time with my family. I will have the new one made for you today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The complaint as not been resolved. When I receive the badge that he saying he shipped out if it is or is not what we expected then I will contact the business and the Revdex.com. Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told by Dan that if we returned the Badges, the first one and the second one we would be gien a refund and this has not happened yet. This matter is not resolved until I receive a refund . he has tried to make me two badges that are not what I wanted no more badges from them just a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

we did it on Monday. Sometimes takes 2 days to process. You are well aware of this and was told this in the emails. I would hope it would be there by now. please make sure you are checking the correct card.

Review: I ordered a Tiffany Style toggle necklace, however, the necklace that I received was not what was pictured on the website. It wasn't even a toggle necklace. I contacted picuturesongold and they confirmed that the necklace was not the same and that I could return the necklace. I returned the necklace at my own expense and I had to pay for the return shipping. When I noticed that the refund amount was less than what I had paid I contacted picturesongold numerous times. Erica finally responded and told me that I was charged a 15% fee because the item was a custom order. The small charm on the necklace had a custom photo, however, the necklace was not what I ordered. I have pictures of the necklace that is pictured on the website and pictures of the necklace that I received.Desired Settlement: I want a 100% refund for the purchase price of the necklace and refund of my return shipping costs.

Business

Response:

I will definitely rectify it for you and remove that 15% fee. It's protocol to do that, but not when we make a mistake. Would you allow me to make you another one though?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I filed a complaint ID #[redacted] on 12/**/15. Picturesongold.com agreed to issue me a full refund, but they have not met the terms that I accepted in the original complaint.

Sincerely,

Business

Response:

Please call me at ###-###-#### and we can go over it again. I apologize for this.

Consumer

Response:

Hello [redacted], Yes, I spoke to Daniel and he indicated the he will issue a return for the money that is owed to me. Thank you, [redacted]

Review: I ORDERED A NECKLACE. I RECEIVED A CALL FROM THE STORE STATING THAT THE NECKLACE WAS PRICED WRONG ON THE WEBSITE. SO I ASKED FOR A DIFFERENT ONE AND THEY TOLD ME THAT WAS PRICED WRONG TOO. SO THEN SHE TOLD ME ALL THE NECKLACES WERE PRICED WRONG. AND SHE WOULD JUST GIVE ME BACK MY MONEY.Desired Settlement: I WANT THE PRODUCT THAT THEY HAVE ADVERTISED AT THE PRICE THAT IS ADVERTISED AT.

Business

Response:

This customer was refunded 100% into her paypal account shortly after the complaint was made. I do apologize but I think I may have neglected to answer via the [redacted]portal. Please close the case As soon as possible.

Review: bought grooms gifts for my wedding and [redacted] promised me a 15% discount, its been 3 months dozens of emails back and forth, still no discount and the workmanship of the Saint Christopher's I ordered suck, they look like I bought them from a vending machine, like the ones form the dog stores that engrave the address and name of your dog, STAY AWAY!!!!!

From: [redacted]

Sent: [redacted], November**, 2014 [redacted] To: [redacted])

Subject: RE: Wedding Gifts

Is everything OK, I'm not seeing a credit. You made me a promise you would credit me 15% back due to the fact that you couldn't work the credit payment process. I'm a very patient person but this is just rude, customer service is key, you have coupons on [redacted] I could of used but no I called you direct and went through and trusted you. This isn't fair and I will look into further action after the holiday. I hope this finds you, have a blessed Thanksgiving

From: [redacted]

Sent: [redacted], November**, 2014 [redacted] To: '[redacted]'

Subject: RE: Wedding Gifts

[redacted],

Just checked no credits issued.

From: [redacted] [mailto:[redacted]]

Sent: [redacted], November**, 2014 [redacted] To: [redacted]

Subject: RE: Wedding Gifts

Can you check [redacted], I'm pretty certain I did it.

Sincerely,

PicturesOnGold.com [redacted] Phone: ###-###-#### Ext [redacted] or ###-###-#### Ext [redacted] Fax: ###-###-####

Place Orders On the Phone by Calling ###-###-#### or ###-###-####

From: [redacted] [mailto:[redacted]]

Sent: [redacted], November**, 2014 [redacted] To: [redacted]

Subject: RE: Wedding Gifts

[redacted],

Any updates on the 15% off credit back on my CC?

Thanks

From: [redacted]

Sent: [redacted], November**, 2014 [redacted] To: '[redacted]'

Subject: RE: Wedding Gifts

Thank you for your order!

Order Information

Merchant: [redacted] Invoice Number: [redacted]

From: [redacted] [mailto:[redacted]]

Sent: [redacted], November**, 2014 [redacted] To: [redacted]

Subject: RE: Wedding Gifts

Sorry [redacted], any chance you have that order number on you? Did you get them?

Sincerely,

PicturesOnGold.com [redacted] Phone: ###-###-#### Ext [redacted] or ###-###-#### Ext [redacted] Fax: ###-###-####

Place Orders On the Phone by Calling ###-###-#### or ###-###-####

From: [redacted] [mailto:[redacted]]

Sent: [redacted], November**, 2014 [redacted] To: [redacted]

Subject: RE: Wedding Gifts

[redacted],

Any updates on the 15% off credit back on my CC?

Thanks

From: [redacted]

Sent: [redacted], October**, 2014 [redacted] To: '[redacted]'

Subject: RE: Wedding Gifts

[redacted],

Any updates on the 15% off credit back on my CC?

Thanks

From: [redacted] [mailto:[redacted]]

Sent: [redacted], October**, 2014 [redacted] To: [redacted]

Subject: RE: Wedding Gifts

[redacted],

I'm really sorry man, working on it now.

Sincerely,

PicturesOnGold.com [redacted] Phone: ###-###-#### Ext [redacted] or ###-###-#### Ext [redacted] Fax: ###-###-####

Place Orders On the Phone by Calling ###-###-#### or ###-###-####

From: [redacted] [mailto:[redacted]]

Sent: [redacted], October**, 2014 [redacted] To: [redacted]

Subject: RE: Wedding Gifts

[redacted],

Good afternoon, I have tried to call and left 2 messages, I am writing to see if you were still going apply the 15% discount, you were having an issue applying it and told me you would do I later. This was a gift for my wedding guests and you are really rude to promise me a discount and not give it, I've seen coupons on your [redacted] site and on the web, I would be very appreciative of a reply of a credit.... I am thinking of sending them back.... I will take to social media if you do not respond......

Thanks,

From: [redacted]

Sent: [redacted], October**, 2014 [redacted] To: [redacted])

Subject: RE: Wedding Gifts

[redacted],

Good afternoon, I have tried o call and left 2 messages, I am writing to see if you were still going apply the 15% discount, you were having an issue applying it and told me you would do I later.

Thanks,

From: [redacted]

Sent: [redacted]Desired Settlement: would like my 15% discount or the advertised 30%,

Green Monday Savings Up To 30% + FREE Shipping!

Business

Response:

I took care of the credit for the customer and gave him 30% off for his trouble.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: A month ago I ordered a sterling silver Saint Anthony pendant for my boyfriend for Valentine's Day. I paid $67 and had the item engraved. They advertised how great of quality there items were. After three weeks of wearing the pendant, it is tarnished and brown. The back where the engraving is is turning black. I emailed the company pictures and they did not respond. I called the company and they said they could do nothing. He has other charms that are sterling silver from other companies that he has had for years that look brand new and this

Companies tarnished and looks 50 years old after one month. I am very upset that I paid for something that was supposed to me so good and three weeks later it is brown and I can't get my money back.Desired Settlement: I want my money back for the item.

Business

Response:

I responded to this complaint otherwise, it seems as though cologne has caked up on the piece. We are sending you a brand new one at no charge.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

he does not wear cologne and I want my money back not a new piece.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

it's absolutely no problem. The other one did ship so we are going to need both of them back. PLease remove all those reviews too, it hurts the business.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

So I will be getting my money back?

Sincerely,

Review: I ordered 2 sterling silver lockets to commemerate the recent death of my niece. When I received them they were of inferior quality (nothing like what was advertised on their website). The lockets were both badly scratched on the front and the quality of the engraving was very poor. I have sent the company a picture of what I received (both on their facebook site and to the email contact address provided to me). I tried to call the company but was not able to get through (the only number provided was an american #).Desired Settlement: I have lost confidence in the company and would like a full credit card refund.

Business

Response:

we are refunding you in full. I apologize for this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company has indicated that they will refund my purchase in full, however I have yet to receive the refund. As requested by the company, I have returned the unsastifactory items. These were returned last week (priority post) at a cost of $23.95 Canadian. My expectation is a refund on the original purchase ($285.95 US plus $19.95 US shipping fee) in addition to the cost of me returning the item ($23.95 Canadian). I have yet to receive my refund and will not be satisfied until I receive a FULL refund ($305.90 US plus $23.95 Canadian).

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

all I need is the order number and I will refund it right away.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a badge necklace charm from the business as a present for someone. The model I chose had a picture as an example that depicted it to be a gold 3D badge pendant. When I received the actual pendant it was flat with the image engraved. While the engraving was nice it was not 3D like I ordered or paid for. That flat image makes it difficult to even tell what it is unless you put your face up to it. I thought over time I would get used to it but I can't. I either received the wrong item or this company falsely advertised their products using incorrect images. Other websites offer a 3D version like I thought I was getting for the price I paid (almost $300). I've sent the business several e-mails with my concerns trying to resolve the issue. After responding a few times the owner stopped getting back to me. I last heard from him almost a week ago. I even gave him my number and said he can call me to discuss the problem. Still nothing. Also, I was asked to send a picture of the one I received but since it was a gift I have t had a chance to get a picture of it. I asked them to send me a picture of another one they have from that model # and they refused.Desired Settlement: I would like to either receive a pendant like the one that is pictured and ordered or receive a partial refund for what I received since it is not nearly the same cost as to what I paid. I gave the item as a gift and can't take it back to return it so I would gladly pay a reasonable rate for what it's worth.

I don't believe this business is a scam business I just believe they falsely advertise with pictures that don't match their products to help sales or I just received an incorrect product by mistake.

Business

Response:

no problem. Please fill out the return form at [redacted] or call in at ###-###-#### and we'll set up a return and get it back for a full refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

By reading the response to my complaint you can once again tell [redacted] doesn't even read the complaint with my concern this was the same manner he acted when I tried to contact directly via e-mail and asked him to call me which he refused. Shortly after he responded to my complaint via the Revdex.com he sent me an e-mail stating he would correct my order. I responded I would be fine with that and if he couldn't make a charm like he has pictured I would accept a partial refund for the dInference in price of what I received not even the full amount of the difference. A flat engraved pendant is obviously much less expensive than a 3D one. A short time later I received an E-Mail from an Erica asking me to call her so she could arrange to take care of this. When I called her she had no knowledge of what I was talking about and stated there is nothing she could do for me. I believe I am now getting the run around. Using an image to sell an item that depicts it to be significantly different than the one your selling is not only unethical but illegal and a violation of the consumer fraud laws. Revdex.com has received numerous complaints about this company. If [redacted] does not stop giving me the run around my next step will be to file a complaint with the NY Dept. of Consumer Affairs and with the NY Attorney Generals Office to request an investigation for fraudulent business practices. I belief ive been more than patient up to this point I attached the picture from the company website depicting what appears to be a 3D charm.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I sent it again. three times already. Please chekc your paypal account via aol.com email address.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Hopefully this business owner learns to start being more truthful. I still have the e-mail timeline that shows how much of a liar he is.

Sincerely,

Review: The items I purchased (2 photo engraved charms) had the photos lightened to the point that my ferrets (the subject of the photos) were unrecognizable, I purchased these items as a reminder of my ferrets who both passed away suddenly, the photos I sent to the picturesongold.com accurately depicted my ferrets, the finished items do not. I contacted customer service on 11/**/14, the customer service representative got back to me later that night and promised he would fix it, he asked for further information which I provided on 11/**/14, on 11/**/14 I requested an update, on 11/**/14 I sent another email stating that I wanted a refund or for my order to be redone properly. On 11/**/14 I stated I would be filing a complaint with the Revdex.com if I did not hear back from the customer service rep, on 11/**/14 I finally received a reply from the customer service rep I'd been dealing with that he would look into it "tomorrow (11/**/14) " That was the last I heard from them. I've given them 3 weeks to deal with this issue properly and professionally. They have failed to do so.Desired Settlement: At this point I have ZERO confidence in this company's ability to provide the product the way that I wanted. I want my money back.

Business

Response:

Please have the customer email me the two new photos and I will get this done right away. I apologize for the delay. Sincerely, [redacted] PicturesOnGold.com [redacted] Phone: ###-###-#### Ext [redacted] or ###-###-#### Ext [redacted] Fax: ###-###-#### Place Orders On the Phone by Calling ###-###-#### or ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I do not want the items redone. I attempted to rectify this issue with the business over a month a go. Had the business been prompt, and returned my emails in a timely and professional manner, I would have attempted to have the items redone. I sent the business the photos, and pictures of the items I received, I did all of that over a month a go. I do not ever want to do business with this company again. They have caused be stress and grief. As stated in the complaint, I want a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I'm really sorry and it's no problem at all. Please fill out our repair form here:[redacted]or give us a call at ###-###-#### and we can handle the return for you and you'll get a 100% refund on your order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I have attached photos of the contents of the envelope I mailed to Picturesongold.com on 1/**/15, a photo of the envelope sealed and ready for mailing, and a photo of the receipt of mailing with tracking number. I will await my full refund from the business, as they stated in their response to my 1st rejection.

Sincerely,

Review: I ordered a locket from Picturesongold.com on ** February 2014 (order # [redacted]). When I received the locket, it was in a box that had a wire type of thing holding it in place. The locket had three scratches across the bottom (I assume from the wire holder in their box). I emailed the company at their address specified under their Returns sections on their website on ** February to inform them of the problem with the locket and to see if I could exchange it. I have not heard back from the company.Desired Settlement: I would like for Picturesongold.com to either exchange my locket for a new, unscratched one or to tell me how to return the locket for a refund.

Business

Response:

I'm really sorry about the lack of response. I went ahead and filled out a "repair form" for you. Can you please ship the locket back to us:

PicturesOnGold.com

I documented everything so all you need to do is be sure to put that RAN number on the outside of the package. Let me know if I can assist with anything else.

Review: I purchased a locket from Pictures On Gold and paid to have them insert photo pictures. When I received the locket, the plastic insert and pictures were sticking outside of the frame of the locket. They had not been inserted properly. I contacted Pictures On Gold about the issue, however they were only willing to ship me new pictures, which I would then have to reinsert myself. Obviously, this would not resolve my issue since the plastic insert which houses the pictures is not fitting flush within the locket frame. When I suggested I might need to return the locket and have them fix it, Daniel S[redacted] severed all communication with me. I have not been able to get him to respond to my emails or return my phone call. I spent over $800 with this company and they are not willing to spend $30 and pay for me to ship my item back and have them fix their poor craftsmanship. I will not do business with this company again.Desired Settlement: I would like to have them pay for the round trip shipping necessary to return the locket and have them fix the issue.

Business

Response:

I completely agree with you and I will fix the issue. I didn't realize that the plastic portion was defective. Can you please call me at ###-###-#### and we'll set up the entire return for you with the label. thank you and I apologize.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On Dec. [redacted] I ordered a Divine Mercy Medal from their website, [redacted]. It displayed the medal I was interested in with a BLANK (no inscription) on the back. This medal/devotion always has the words "Jesus I trust in You" associated with this Divine Mercy medal, so when I ordered the medal, I requested the inscription "Jesus I trust in You" and was charged an engraving fee.

Immediately after ordering (with 30 minutes) my friend (who as about to also order the same medal) called me and told me that the engraving is included with the medal - he said look at the description text for the medal. Sure enough, the description stated that the engraving is included with the medal, even though they show the medal as blank. This next line is taken directly from their description of the medal from their website (and I quote the words exactly): < The front of the medal features the lord Jesus Christ and the back inscribes the words ''Jesus I Trust In You.'' >

I immediately called their toll-free number and spoke to a woman who took down my information asking for a refund of the engraving and I also wrote an email to then notifying them of the same.

After 24 hours, they did not respond, so I again called...

I was told that I was indeed correct - the engraving was included in the price and I would be credited the engraving charge.

After 3 days, seeing no credit posting to my credit card, I again called and spoke to [redacted] who actually looked up my order and checked-out their website concluding, "Yes, [redacted], you are correct". She asked me to wait until I received my medal to make sure the engraving was indeed done and then to call back and she would credit my account. When my medal arrived (and confirmed it was engraved), I again called their toll-free number and spoke to [redacted]. She said she remembered me asked for my order number and told me she was immediately crediting my card for the engraving charge and to give it up to two business days for it to post.

I waited 3 business days, still no credit posting, so called a FOURTH time. Was told I was being transferred to the "[redacted]" and he told me that he would get one of the girls to credit my account the engraving charge.

By this time, I was so fed-up with them that I called my credit card company and formally lodged a dispute.Desired Settlement: At the minimum, I want the engraving charge credited back to my [redacted] card ASAP. Preferably, for all the hassle and time I have spent trying to get this resolved, I like a full credit.

It has been a total hassle, time consuming and frustrating calling them on FOUR separate occasions, waiting on hold, speaking to various people and sending several emails just trying to get the engraving charge credited back to my [redacted] card!

I am so frustrated and have wasted so much time, that I had to notify the Revdex.com.

I'd like the "[redacted]", whoever he is, to know that I too, am a business owner for ** years now. When a customer has a valid complaint, they need to be taken care of and not repeatedly lied to and strung along - THAT'S BAD BUSINESS.

Consumer

Response:

In reference to complaint ID [redacted], the business issued a credit to me and I find that this resolution is satisfactory and the matter has been resolved.

Sincerely,

Review: My son, [redacted], ordered me a pendant I wanted for Mother's Day. On the front of the pendant was a picture of my son & on the back was supposed to be his thumbprint. I sent my first email inquiry about the thumbprint & photo pendant on 1/*/14. My son ordered it & paid for it with his card on the phone. I don't have the exact date but I received the 1st pendant in early June. The first 2 they sent had a silly putty like finish on the back that was supposed to be a thumbprint. I was given the Authorization Number (RAN): #[redacted] to return them & for all correspondence.

My son, [redacted], ordered me a pendant I wanted for Mother's Day. On the front of the pendant was a picture of my son & on the back was supposed to be his thumbprint. I sent my first email inquiry about the thumbprint & photo pendant on 1/*/14. My son ordered it & paid for it with his card on the phone. I don't have the exact date but I received the 1st pendant in early June. The first 2 they sent had a silly putty like finish on the back that was supposed to be a thumbprint. I was given the Authorization Number (RAN): #[redacted] to return them & for all correspondence. I have the emails sent & received by me as well as some of the dates I made phone calls but I didn't make a copy of the notes I sent when I returned the pendant because they were handwritten.

I will make a long story short by saying after several tries the thumbprint was never right & I returned it 4 or 5 times, Every time I returned it it was because of a different reason. I always enclosed a note with the returns asking them to let me know if the problem was because of the quality of the thumbprint & if my son needed to send a new one. They never said that was the problem. I spoke to several people including [redacted] & [redacted].

I had asked for a refund after the third, fourth & fifth time but Pics on Gold always talked me out of it by saying they would make it right so I gave in & tried again. Finally, on 8/**/14 I emailed [redacted] & told him I was not happy with the latest pendant. I sent it back & it has been received. I have sent multiple emails & throughout this found out that [redacted] issues the refunds. I sent a final request on 9/**/14 & [redacted] responded she was not aware of any of the refund requests. That is the last I heard from her.Desired Settlement: I have continually asked for a refund for the full amount paid of $90.90 back to my son's card he used to purchase the pendant and the additional $20.00 I paid personally at some point because I was told the reason the thumbprint kept not turning out was because the pendant was too small, among other reasons. Upon reading Pictures on Gold's return/exchange policy if a FULL refund is not possible I would like to exchange the pendant (that has already been returned & received back to them). However, I would like another product, a locket, that I inquired about in an email to [redacted] on 9/*/14. There would be no thumbprint just 2 pictures of my son, the 1st I would be the one they have on file & the second I would mail to them. The locket with the pictures is more expensive than the pendant but because I don't want to have my son to have to pay more I would ask that the credit not expire & I would want to use gift cards to purchase the locket itself off the [redacted] website (but it is purchased through the Pictures on Gold website) to lower my part of the cost since it is supposed to be a gift.

Business

Response:

I will complete the refund even though it goes against our policy. SHould be done shortly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The charm I received did not close properly. It felt like it was going to break. I entered 2 chat sessions to see if I could exchange or pay the difference for a different charm. I was a long extended hold. I wanted to get a better quality charm because the charm I had was horrible. They wanted me to purchase another charm and then refund the money once it arrives. This particular char should be removed. I was then asked to show my friend the locket first and that it was nice. She is traveling from [redacted] and her mother has passed away. I think it is sad that they would want me to show her the locket and then return it. It wait time for a response was horrible. Here are the transcripts.

General Info

Chat Start Time:

05/**/2015 16:26:56

Chat End Time:

05/**/2015 16:38:01

Chat URL:

Referer URL:

Name:

Visitor

Email:

Phone:

Initial Question:

Chat Transcript

16:27:09[[redacted]

16:27:43[Visitor] I just ordered the locket [redacted]. Its very flimsy and hard to open. It dosent line up to close it properly. Am I able to change this for a durable locket. Even if I have to pay the difference?

16:27:50[[redacted]

16:27:53[[redacted]] you definitely

16:29:00[Visitor] ok

16:31:18[Visitor] [redacted].

16:34:31[Visitor] Are you still there

chat.[redacted]

4:12 PM (5 minutes ago)

to me

General Info

Chat Start Time:

05/**/2015 16:36:58

Chat End Time:

05/**/2015 17:11:03

Chat URL:

Referer URL:

Name:

Visitor

Email:

Phone:

Initial Question:

Chat Transcript

16:37:09[[redacted]

16:37:13[Visitor] I just ordered the locket [redacted]. Its very flimsy and hard to open. It dosent line up to close it properly. Am I able to change this for a durable locket. Even if I have to pay the difference?

16:37:28[[redacted]

16:40:44[Visitor] Are you there ?

16:45:33[[redacted] 16:46:02[[redacted]

16:47:19[Visitor] How long does it take? This is for a friend who is visiting Friday. Her mother passed and I would need the locket by Friday.

16:52:55[Visitor] Are you still there?

16:54:36[[redacted] 16:54:40[[redacted]

16:54:43[[redacted]

16:54:50[[redacted] 16:55:38[Visitor] Yes, she will be here Thursday leaves saturday morning. What do I need to do to get a different charm? From the looks of the material they will abll be like that.

16:56:19[[redacted]

16:56:26[[redacted]

16:56:40[Visitor] Will I be charged for this?

16:56:57[[redacted] 16:57:02[[redacted]

16:59:03[Visitor] That would mean I would have to almost 100.00 to get another charm. I dont have that to spend.

16:59:53[[redacted]

17:01:11[Visitor] Yes, but my mother graduates saturday and I will be traveling. I dont $100.00 to pay after I paid $75.00 to get the first one.

17:03:27[[redacted]

17:05:31[Visitor] At this point I'm not sure what to do. Am I able to get a refund because I cant purchase another locket and wait for a refund that may not be back on my card by saturday. Then in order to send the locket back I have to pay for shipping. This is alot of work for a locket that is defective.

17:08:47[[redacted] 17:08:50[[redacted]

17:09:52[Visitor] Its very hard to open and it dosent close properly it is going to break. Her mother is no longer her. I dont want to show her something and then she still cant have it.Desired Settlement: At this point I would like to be refunded or discounted for the locket. They can keep the egraving fee.

Business

Response:

PLease call in at ###-###-####. we'll set up a way to send you another locket and be sure that everything works proper. You can ask for [redacted].

Review: On ** April 2013, I placed an order for a locket with engraving.

On * May 2013, I received the locket but the engraving was incorrect (a letter was omitted). I attempted to contact customer service at their toll free number (###-###-####) but arrived at a message (in English) saying that the number does not accept out-of-country calls. I was therefore forced to call via the direct number (###-###-####) at my own expense (international direct dial rate). I spoke with the customer service department and followed their procedure for returns. I received a return authorization from them and mailed the item back the very next day also at my own expense.

On ** May 2013, I received an email stating that the item had been received and my corrected item would arrive to me in about 7 business days.

On ** June 2013, I had received no further communication and my item still had not arrived. I replied to the email from ** May 2013 to ask for a status.

On ** June 2013, I still had not received a response to the status inquiry email that I sent on ** June 2013. I called customer service, again via the direct number and at my own expense. I was told that the return was still in a "processing" status and had not even been shipped yet but that the item would be shipped within the week. I explained that it had been almost 2 months at that point since I had originally placed the order, that my previous communications had not been responded to, and that I would therefore like to escalate the issue. The representative told me that there was no way to talk to anyone else and that there was no way to escalate the issue.

Immediately after that call, I used the contact form on the business' website to again explain my issues in detail and request for the issue to be escalated and that I would like to know what will be done to correct the issue since I'd incurred additional costs due to the mistake made by the business and through no fault of my own.

Shortly after that, I received an email from a [redacted] (the [redacted] of Pictures On Gold according to my research) apologizing for the delay and stating that the item would ship the next day yet the message did not address my question regarding the additional costs that I'd incurred.

I replied to this message stating that I appreciate the reply and pointed out that my question regarding the additional costs had not been addressed. I requested that these extra costs be reimbursed to me since they were the result of errors made by the business.

On ** June 2013, I received an email reply from [redacted] stating that the item was now ready and asking whether I would like to use the same address that I had provided previously. This message again did not address my question regarding my additional costs.

I replied to this message stating that yes I would like to use the same address and again reiterated my question regarding the additional costs and asked how he would suggest that I proceed.

On ** June 2013, I still had not received any response to the last email that I sent to [redacted] on ** June 2013. I wrote another reply again asking how he would suggest that I proceed with receiving reimbursement for the extra expenses that I had incurred to get the business to correct the errors that they had made. I stated also at this point that I was beginning to get the impression that my question was being ignored.

On ** June 2013, I still had not received any response to the last email that I sent to [redacted] on ** June 2013. I again reiterated my question.

On ** June 2013, I still had not received any response to the last email that I sent to [redacted] on ** June 2013. I again reiterated my question. I explained that this was my fifth time asking the question without it being acknowledged. I explained that I understand that mistakes happen but was offended that my question about reimbursement for additional expenses was being repeatedly ignored. I also explained that if I still had not received a response by * July 2013 then I would open a complaint to the Revdex.com.

On * July 2013, the item had finally arrived and had the correct engraving.

On * July 2013, I still had not received any response to the last email that I sent to [redacted] on ** June 2013. At this point I am opening this complaint to the Revdex.com. I have remained patient and calm through the entire process. I have not been rude and am not making an unreasonable request. I do not understand why this business is ignoring me but I find it quite unacceptable. A company that behaves this way does not seem to me to be one with which the Revdex.com would want to be associated.Desired Settlement: At this point I've spent several hours of time to resolve the issue caused by this business and following up with them when they forgot about correcting their error. I've been repeatedly ignored by the [redacted] himself apparently.

I wish to be compensated for the extra costs that I've incurred from shipping, international telephone calls to customer service, and my own time and frustration.

Business

Response:

How can I best rectify this situation for you?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business's response was in the form of a question:

"How can I best rectify this situation for you?"

The answer to this question is plainly contained within the complaint information and has been posed to the business numerous times (details can be found within the complaint information).

This response from the business offers no specific resolution and leaves me with the impression that they likely have not read the complaint information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

No resolution suggested.

I'm sorry but I do not have these phone bills from over a year ago. I would estimate the phone calls themselves at perhaps $5.

Business

Response:

The best I can do is offer a full refund for 100% of the purchase price of the item. I need the address to send a check to for this item. If you agree to this, I will try and credit card in full, but I can't compensate you for your time just the item purchased.

Review: The engravement on the back is inaccurate.

The size of the chain is for a child not a grown adult.

The pendent is so thin and cheap lookingDesired Settlement: I want my full money back and I will return the merchandise. I would like them to provide a return label because the engravement is incorrect and it is for an gift for an NYPD graduate

Business

Response:

No problem at all. Please send them items back to:PicturesOnGold.com[redacted]Att: Your Order number & Danieland we'll take care of it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I was emailing Gina M[redacted] and they agreed to refund 698.74. I would like the full amount because it was due to your mistaken engravement. I would like the full amount of 746.74. I shipped it back on my own money and not asking for that part and it was delivered at 9:59 on 8/**/15.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

No problem at all. If I can get your order number I'll make sure it gets refunded right away. Thanks for your patience.

Consumer

Response:

Please give me the full refund for Invoice Number:[redacted] of $746.74. I paid via [redacted]

Review: I purchased a small, oval locket listed on their site as 3/4" by 1". I called a month in advance to make arrangements to have the item engraved with the following "Owen & Charlotte 17/**/2012". After calling to make payment on the 31st of October I was promised the payment would be processed and the item would be shipped Monday, arriving within 3-5 days as to be on time for the date the gift was to be given. The amount to be paid at that time was 35.95 for the locket + 20.00 for engraving totaling $55.95. The weekend passed and on Tuesday, November **, I noticed the charge had not shown up in my credit statement and I had received no shipping information. I called and asked why they had not ran my card or shipped my item and they did so while I was on the phone with them, however for the item to arrive on time I was forced to upgrade the shipping to USPS 2nd Day Air, costing me another 14.95. This brings the total to $70.90. The item finally arrived. It was a total piece of st. The pictures on the site make it look nice, but it was the thinnest, crappiest piece of sterling silver I'd ever seen. It was also much smaller than 3/4" by 1". But wait, they messed up the engraving. The back was covered in scratches and the engraving said "Owen & Charlotte 7/**/2012". Awesome. Can't give this to my girlfriend. I sent 3 or 4 emails to the man, [redacted], who took my original order, however he did not respond to a singal one. Finally I received an email from Kristen who apparently handles returns. She said I needed to send the item back, which I was glad to do so as long as return shipping was paid for. I received a UPS Electronic Shipping label. I was extremely busy that month however with holidays and did not have time to return the item. I have sent 2 or 3 emails since then asking for a new label and have been ignored since December.Desired Settlement: I would like a formal apology from the business for the inconvenience and waste of my time, as well as a full refund for $70.90 USD.

Business

Response:

A return label will be sent to you shortly. Please check your junk mail as gmail sometimes goes there. We sent it 3 times.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory, however I will not consider the issue resolved until the full refund for $70.90 is given.

Sincerely,