Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against:Business Name: Gold Star Jewellers Owner: **** ***** Business Address: **************************** Complaint Date: May 31, 2025 Nature of Complaint: Failure to provide payment as agreed / Suspected fraud ?Details of the Transaction:On May 31, 2025, I visited Gold Star Jewellers to sell one ounce of gold. Prior to finalizing the transaction, the store employee contacted **** ****** the business owner, by phone to confirm the payout amount. I was told I would receive $4,200 via e-transfer by end of day, and I provided my full name and phone number directly to Mr. ***** for this purpose.The store accepted the gold and provided me with a receipt documenting the agreement and the transfer amount. I also retain the original receipt from ****** proving my legal ownership of the gold.However, I have not received any payment. When I followed up, I was told the money had been sent but not to me. I have never authorized a third-party payment, and I am now out one ounce of gold and have received no compensation whatsoever.This is not a delayed transaction this appears to be either serious negligence or intentional fraud, as the business has retained my gold and failed to fulfill the agreed payment.?Resolution Requested:I am requesting one of the following outcomes within 48 hours of this complaint:1.Full payment of $4,200, sent to the contact details originally provided to Mr. ****** OR 2.The immediate return of my gold in the condition it was received I am pursuing this complaint through the Better Business Bureau in good faith, in the hopes the business will resolve this matter civilly before further legal consequences arise.

  Business Response

  Date: 26/06/2025

  We have taken the necessary steps to be compliant with this transaction. We processed a gold bar for a set amount and paid out in Etransfer. 
   We have not been negligent in any way shape or form. Our customers trust us and we have done 100s of transactions just like this before. We will not fall victim to your antics / threats. We are a legitimate business and will continue to be. We purchased a gold bar and paid for it.
  Thank you and take care
  Gold Star Team

  Customer Answer

  Date: 27/06/2025

   
  Complaint: 23440123
  
  I am rejecting this response because:

  In response to Gold Star Jewelers statement claiming they processed a gold bar for a set amount and paid out in E-transfer, I strongly dispute this claim. No payment was ever sent to me or received by me.
  
  
  **** *****, the owner, had my correct phone number, which is my direct deposit, at the time of this transaction and agreed to send payment by e-Transfer. Despite multiple follow-ups, I have not received any money for the gold bar I provided.
  
  
  If Gold Star Jewelers did indeed send an e-Transfer as claimed, they should have no problem providing clear proof, including:
          The e-Transfer confirmation showing the exact email or phone number used,
          The date and time of the transaction,
          The name of the person/account that accepted or deposited the funds.
  
  They should also be able to provide the second half of the receipt (first half I had originally attached with the amount) and the receipt clearly shows my phone number as ********** for Etransfer. 
  
  It is a fact that an e-Transfer either requires a password to accept or is auto-deposited, which means the sender sees the recipients name before confirming. ****************** has failed to provide any of this evidence.
  
  
  I maintain that I did not receive any payment for my gold bar, and I have filed a police report with the *********************** for theft.
  
  
  Gold Stars response is inaccurate, misleading, and unsupported by any documentation. I respectfully ask the BBB to keep this case open until the business provides verifiable proof that payment was sent and accepted or issues the payment owed to me immediately.
  
  
  I stand by my original complaint and request a fair resolution.
  
  
  Thank you for your continued assistance.
  
  

  Sincerely,
  
  ******* *******