Star Refining (London) Limited

Review: After sending in a $200 necklace and being offered less than $20, I asked them to send the necklace back. It has been 7 weeks and I still have not received it back. I have sent multiple emails and none are responded to. Calling their 800 number gets you to something called star group with people that barely speak English. After asking multiple times to be put directly in contact with the gold buying place the man on the phone ultimately revealed he has no way and no information and all he does is send an inquiry form. I have left a call back number multiple times and not received a call back even after they end every phone call with "you will receive a call back within 24 hours." This place is a total scam and needs to be avoided at all costs.Desired Settlement: I would like my necklace returned to me or at the very least a check for $200 so that I can replace the stolen necklace.

Business

Response:

This was a service issue and has now been put right. There has been a short period while we have had some miscommunications and while we pride ourselves in being very responsive to clients we are very disappointed that this lead to one or two clients not hearing from us. We have now responded and believe the subject of the client complaint has been dealt with.

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. I am still not happy that it took over 2 months to figure out and have warned friends and family to stay away from this company when wanting to sell gold.

Sincerely,

Ryan Mcmanigal

Review: THey did not return a ring when they returned my jewelry. They were very shady. Never sent me any email quotes. I had to call them to get a quote and I asked them to return my jewelry which they did not do until I called them again. I do not trust them and now I realize they did not return my wedding band. It was a white gold ring with small diamonds.Desired Settlement: I would like my wedding band sent back.

Business

Response:

Review: I sent a ring off to this company at the beginning of the month in perfect condition to see how much I could get back from them if I sold it. When I recieved my ring It had a BIG GASH in it and no one wants to buy it from the [redacted] shop because of this. I realize that in their statement it says they are not responsible for scratches which is understandable but what about the GASH? I feel like the customer service sucks and I will not recommend ANYONE to use this company especially when they dont value the customer.Desired Settlement: I feel like they should give me at least $150 towards the repair of the ring or me send it back and they repair it.

Business

Response:

We are sorry that you have not been happy with the situation. We note in your email of 21 April you comment that you expected to receive it back in perfect condition but as you correctly point out we do make it clear in our terms and conditions that we will be marking your items as part of the testing process. Your complaint did cross over with our email offer to you on April 22nd to see if we can effect a repair for you. We cannot accept responsibility for the reasons stated but we will, as a matter of goodwill, see what we can do for you.

Review: I sent this company jewelry back on January 16th 2014. They confirmed receipt and sent me an offer. I replied back with a questions about the offer. I never received a reply. Called the office many times and the person answering always took a message promising to have a Danielle call me back. Finally on 1/28/14 after calling them and threating to file a complaint, my call was finally transferred to [redacted] Furthermore the persona answering the phone would tell me reapeatly that he understood my frustration and did not understand why [redacted] would not call me back. He said I wish I could help you but I dont even have a computer. She replied back to my email answering my question. I accepted the offer and detailed our agreement and provided an address where my remaining jewelry need to be sent back. I have all these email exchanges in case you need to see them. I was promised my jewelry would be sent back UPS immediately. I have not received my jewelry back or payment for the items I agreed to sell. I am now back to calling and not being able to get anyone on the phone. They will not reply to my emails. This is completely unacceptable. I feel they are giving me the run around and have no intention of returning my jewelry or paying for the items I agreed to sell. What kind of company is this? They claim to have an A rating with you....really?Desired Settlement: I would like my jewelry that I agreed not to sell returned immediately and payment for the jewelry I agreed to sell.

Business

Response:

I attach a self explanatory letter which I believe deals with this service issue arising from us missing a message left out of hours

We believe the matter is now closed.

Review: Sent in gold in their insured envelope and never received payment for gold sent or my gold back. I have emailed them several times no response at all even checked my spam folder, called and no call back. very poor customer service! it's been almost a month and they had no problem getting me the packet to mail off!Desired Settlement: My gold back or reasonable payment for gold

Business

Response:

We are sorry you are having difficulty. We sent an offer by e-mail to you on 7/11 called left message on 7/14 and 7/16 no response. No E-mails no voice messages in our mailbox.