Complaints
Customer Complaints Summary
- 50 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/27/2025
Type: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.
I sent a ring for appraisal and possibly sell to them. I declined on there offer now they wont send my ring back! I just want my item back untouched
Business Response
Date: 06/23/2025
According to internal records, the customer’s items were returned within 3 business days, which is within the company’s standard shipping and processing window. Given the company’s high volume of daily transactions, it is unclear how this situation warrants a formal complaint, as the return was handled in accordance with stated procedures.
We remain committed to providing timely and professional service to all customers and welcomes constructive feedback to help improve the experience whenever possible.Initial Complaint
Date:05/08/2025
Type: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.
Mailed a diamond bridal set (3rings) and a diamond watch for appraisal. They stated they would pay $450, so I declined the offer on April 30, 2025. After much back and forth with them, I was told returns take 2-3 business days. It has now been well over a week. On Tuesday 2/6/2025 they responded saying my items were in the queue for return. Now I again getting no response and they still have possession of my items. I want my items returned immediately as promised on their websiteBusiness Response
Date: 05/13/2025
We sincerely apologize for the delay in returning the shipment. We understand how frustrating it is when expectations arent met, especially when timelines are missed.
Over the past couple of weeks, the team faced an unexpected challenge when a staff member had to take a leave of absence for mental health reasons. The good news is that the shipment was safely returned to ******* at her home yesterday, as shown in the attached photo.
We deeply regret the inconvenience this caused and are truly grateful for the patience and understanding shown throughout this delay.
Initial Complaint
Date:04/29/2025
Type:Status:ResolvedMore 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.
This is a company that buys silver and gold. I sent material to them @ 2 months ago. I refused their offer and expected my material returned. I have never received it. I have called them numerous times and they say it is on it's way. Now I get only voice mail . No returned calls.Initial Complaint
Date:03/03/2025
Type:Status:ResolvedMore 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.
This company offered me below market rates for my jewelry. I asked them to return my package, which they said they would. I have followed up with them many times within the past months and keep getting the run-around. And emailed them in the last few weeks, and they have been leading saying theyll send it immediately but dont follow through.I called them last week and was assured that the package would be sent, and that they would send me the information for tracking. I not heard from them since. I do not believe that they will be sending my belongings back to me, as promised, since I did not accept Their low offer. Their first offer was $220, then raised it to $395. Then $505, then $575, all of which I refused and they promised to return my package.Customer Answer
Date: 03/14/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ******Initial Complaint
Date:02/20/2025
Type:Status:ResolvedMore 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.
Around 11/20/24 I mailed in a plain gold ring, a gold wedding ring with diamonds, a gold diamond engagement ring, and a gold anniversary ring with diamonds. The company made me a low offer which I rejected and was told they would ship my items back to me. The tracking shows the items got to ******* on 11/30/24 and never made it past that point. I was told to submit a claim by Cash for Gold. I sent in the claim form with pictures of 3 of the rings and the statement of tracking around 1/1/25, asking for $600 reimbursement. No one has ever contacted me regarding reimbursement. I have called and sent email several times with no response.Customer Answer
Date: 03/03/2025
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** *****Initial Complaint
Date:10/15/2024
Type: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.
The company have yet to return my items. All attempts to contact the business have been unsuccessful.Business Response
Date: 10/17/2024
This customer has been paid and the transaction has been settled.Initial Complaint
Date:10/05/2024
Type: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.
I sent them some items to be appraised for purchase and they took my items then sent me a check that was no good I have tried to contact them several times with no response plus the amount of the check was not even close to what it should have beenBusiness Response
Date: 10/07/2024
This customer sent in actual rocks with zero value (see the attached picture). As a courtesy, to avoid having to ship the items back, we offered him $6.00 for us to recycle his items. He accepted the offer. And then wrote us the following:
"You guys are great I will recommend you to everyone I know thank you for your time."
Initial Complaint
Date:08/27/2024
Type: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.
Sent Cash for Gold usa my Gold, silver, and diamond. They lowballed my items and when I tried to decline the offer I was told I couldn't so I had the check printed and when I tried to have it deposited at my bank they said they couldn't verify it and reported the check as fraudulent. So I'm out about 4 thousand dollars worth of scrap precious metals/stonesBusiness Response
Date: 08/28/2024
We have contacted ******************** and reached an amicable solution. We appreciate the willingness to work with us. Thank you for your business.Initial Complaint
Date:08/23/2024
Type:Status:ResolvedMore 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.
On July 29, 2024 I sent 23 pieces of gold, gemstone, and diamond jewelry to Cash for Gold USA. After receiving their offer for payment on July 31st, I asked a question, received a response 2 days letter, and ultimately declined the offer. On August 2nd, I received an email from the company that they had marked my file for return and would be receiving an email once a shipping label had been created. After hearing nothing for approximately 2 weeks, I emailed the company requesting an update on the return of my jewelry on August 12th, 14th, and 16th with no response. It has now been nearly 1 month since sending my jewelry to them and 3 weeks since the company has communicated with me regarding the wearabouts of my 23 pieces of jewelry. I am concerned and highly disappointed in this business's practice and would like my jewelry back.Business Response
Date: 08/23/2024
We are terribly sorry the lack of communication here. The customer service agent you were working with is no longer employed by the company and we are catching up on some of their outstanding emails. We assure you your shipment will be returned next week. Along with a $100 Amazon gift card for all of the troubles. We are so sorry, this does not represent what we stand for as a company and is unacceptable.Customer Answer
Date: 08/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
Date:06/14/2024
Type: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.
I sent several gold and diamond pieces to sell at the beginning of May. On May 23, 2024, I accepted their cash offer for my things. I sent my PayPal information to receive payment, as instructed but when I didnt receive it I contacted cash for gold usa to inquire about my payment we had agreed upon. I was then told a check had been sent instead of the payment I had requested. Then I was told it was out of their control and I would receive a check in 7-10 business days. This was told to me on May 23rd 2024. *** reached out via email several times to inquire about my payment but have had the runaround as to why I havent received it. This is now June 14th!! I still have no check, no payment for my jewelry items that I fedexed to them and they still have my items. I am at a loss of what to do. I want my payment.Business Response
Date: 06/19/2024
I am showing that we have spoken with you regarding this both yesterday as well as this morning. We are overnighting you the check, and waving the $25.00 fee that we normally charge for a ***** overnight shipment. We do apologize for the frustration that this may have caused.
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