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Business Profile

Jewelry Stores

The Gold Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wedding ring and engagement ring separated so I needed to have them soldered. On February 29, 2024 we went to Gold Store ************ to hopefully get my wedding ring set fixed but the owner, ** did a horrible job!!! Not only was the soldering an ugly splatter, he also didnt match up the two rings correctly and covered up a diamond that is on one side of my engagement ring. When we pointed out his mistake he adamantly refused to fix it and charged us $180 for his botched job so disappointing! We then had to take my rings to ******* Brothers in *********, ** (55 miles away) and leave them there to be fixed and pick up the next day. They had to undo **s botched job in order to solder them correctly. My 20 year old wedding ring set now looks beautiful thanks to ******* Brothers and they only charged us $150 for all of this! A few days later we visited ** at Gold Store to show him my fixed ring and request a full refund for the horrible job he did and he adamantly refused to do that.

    Business Response

    Date: 03/19/2024

    With all my respect We have been in business 30 years.  We serve thousands of people for service.  ******************* asked for her rings to be soldered together.  She also asked for her rings to be refinished as brushed gold on the top and polished design on the shank.  We completed the repair and she came to pick up the item.  She was very happy and loved the job until she was about to leave after payment.  She stated we soldered the rings the wrong way.  ** stated to **** that she did not specify which side she wanted the rings soldered, as they fit both ways because its a puzzled ring. **** then replied, "OH, Im sorry, that was my fault, I should have told you".  After this, she started to behave very unkind.  You could not even talk to her at this point, and she left.  After a few days she returned and started to demand her money back.  She was again very angry and as a courtesy the owner offered her 50% of her money back so she would calm down and she REFUSED.  She wanted the whole amount back.  ** worked an hour to fix her rings and used extra gold to solder and added all the refinishing.  On top of it, she started to harass our customers and tell them not to BUY anything from us. (What does buying anything from us have to do with her repair?).   She completely lost control and also was yelling that she was going to put bad reviews on ******************** (which she did) and now this with the BBB.  She is obviously unhinged over this and unfortunately people do not like to take responsibility for their mistakes in this transaction.  We are not mind readers.  We are jewelers doing our personal best for our customers.  Thank you for your time on this matter.

    ******* & ******************

    Customer Answer

    Date: 03/21/2024

     I am rejecting this response because:

    My husband and I recently purchased a home in ************ and because we are retired business owners, we think it is important to support local businesses.  With that in mind, we thought it would be a good idea to take my recently separated platinum wedding set to Gold Store in ************ to get it soldered and buffed.  We were told by the owners, ****** and *******, to come back in an hour to pick up my set and they did not ask any questions about how I would like the ring soldered so we assumed they already knew.  Unfortunately, ******, an experienced jeweler, did not take the time to see that my rings have two ways to fit together, a wrong way and a right way.  The wrong way has a large gap between the rings and covers up a diamond that is on one side of my engagement ring; he just needed to place my wedding ring on the other side of my engagement ring and would then see that they fit together nicely with the diamond visible on the side.

    The three pictures I attached with my original complaint show that ****** soldered them together the wrong way, leaving a large gap between the rings and covered the diamond on the side.  The inside of the ring also shows a splatter of soldering but I could have lived with that if he had soldered my two rings together correctly.  He would not admit that he made a mistake and his wife said he needed to fix it and he got mad at her for even suggesting such a thing; he adamantly refused to do so.  We unhappily paid him the $180 he charged us for his botched job and this left us with no choice but to go somewhere else to get it fixed.

    We drove 55 miles each way to ******* Brothers in ********* **, left my rings with them so they could undo what ****** had done, solder them together the right way, rebuff them and be picked up the next day.  Thanks to ******* Brothers, my wedding set now fits together properly, the diamond on the side is now visible, there is no sign of any solder on the inside, it is buffed on top with a lovely satin finish and they only charged us $163 for all of this.  The three pictures I have attached today show how beautiful my wedding set looks now and we are vey happy with the job ******* Brothers did for us.

    A few days later we returned to Gold Store to show ****** what my wedding set looks like done right and he even commented on how beautiful the satin finish by ******* Brothers looks.  We then asked for a full refund and he adamantly refused.  His wife suggested a 50% refund that he also adamantly refused and shut down any further negotiations.  Of course this whole experience with Gold Store has made us very unhappy and we think we deserve a full refund.

    Attached are copies of the work order, invoice and receipt from ******* Brothers documenting the work performed and the additional costs incurred.

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