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:09/14/2023

  Type:Customer Service 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.

  I recieved an appraisal kit in mail for my jewelry that was being shipped overnight to Cash For Gold USA. *** # ******* & *******. I sent around ****** worth of jewelry. They offered me 54 dollars all together for my jewelry! I declined the offer. They sent a message via phone messaging and said they would be in touch about shipping items back. They have ignored every message I've sent and haven't even attempted to contact me. If they can express ship items to them over night then they are capable of sending them back overnight. I've read in reviews that they will change the diamonds in people's jewelry n replace with fake before sending items back. I have my items authenticated and if they return tampered I will press charges. I want a response and I want my items sent back tonight overnight express. And all items better be accounted for.

  

  Business Response

  Date: 09/18/2023

  As a refinery, we appraise jewelry based off the precious metal market. The retail price you paid or appraisal amount has no bearing on the actual value of your items. Jewelers and appraisers typically mark up merchandise *****x the value. The majority of your shipment tested as silver plated, which is a thin layer of silver atop a non precious metal. I am showing that you rejected the offer on 9/13 and the materials were returned 9/14.  Your messages were responded to on the 14th as you contacted us after hours. We do not offer any stone removal on site and can assure you that everything that you sent in was returned. 

• Initial Complaint

  Date:09/12/2023

  Type:Order 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.

  I was sent a fraudulent check. I messaged the business and they reissued a check. I took it to my bank and they again said its fraudulent. I worked with the fraud department and they said to file a police report and report it. The company will not send me my items back.

  

  Business Response

  Date: 09/14/2023

  I can assure you that the check that was sent was not a fraudulent check. You can always have your bank call us and we can verify any of the information. We do apologize but as a refinery, once payment is sent the materials are processed. Please feel free to contact us Monday-Friday 9am-5pm and we can assist you further. 

• Initial Complaint

  Date:09/01/2023

  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.

  I mailed my jewelry pieces to be appraised. I accepted the appraisal value and did a print-from-home check option on 8/10/23. I deposited the check at my bank 8/11/23 and the bank is telling me it is a fraudulent check.

  

  Business Response

  Date: 09/05/2023

  I am showing that we have spoken with you several times in regards to your bank holding the check. We can assure you that this is not a fraudulent check and on our end we are showing the check has been deposited on 08/15/2023. A copy of the deposited check has been provided to you via email. We have also verified information with your bank via 3 way phone call with you. 

• Initial Complaint

  Date:07/26/2023

  Type:Product 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.

  I sent them my items for appraisal which they did and I accepted the amount that they offered. They sent a check which I then deposited on Friday of last week. Today I see in my bank account that they bounce the check.

  

  Business Response

  Date: 07/27/2023

  We are sorry to hear that this happened. We would be happy to resolve this for you. Please contact us at ************ Monday-Friday 9am-5pm EST and we can get you in contact with out accounting department. We will be happy to see what has happened with this check, there should be no reason why your bank did not accept this. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  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.

  I sent this business over 18 pieces of 14 kt. and 10 kt. Gold and sterling silver jewelry. For many of the pieces paid over $500 for. They offer on their website that they pay the highest prices and they will match competitors. They appraised my jewelry for $101.00. That is a joke and complete scam. I declined the offer and told them how I felt. They sent an unprofessional response back to me. I then asked them for an itemized list of each piece with what the appraisal was for each item. They said they do not do that. I then sent them a price a competitor of theirs offered to pay and from that email on I have heard nothing from them. They still have ALL of my jewelry. I have asked for it back repeatedly with absolutely no response. This company is a scam and you all need to be aware. I sent the jewelry to them because my daughters wedding is coming up therefore this entire situation is very meaningful to me. I want/need my jewelry back asap. At this point I consider that they have stolen it and if this cannot be resolved I will have to report it to the police.

  

  Business Response

  Date: 07/24/2023

  As a refinery we appraise jewelry based off the precious metal market. The retail price you paid or appraisal amount has no bearing on the actual value of your items. Jewelers and appraisers typically mark up merchandise *****x the value. I am also showing that the majority of the shipment tested as plated, a thin layer of gold atop a non precious metal which we do not accept, but made a curtsey offer for it. You rejected the offer and received your tracking number in less than 48 hours. We apologize we were not the right service for you! 

  Customer Answer

  Date: 07/24/2023

  [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:06/28/2023

  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.

  This place is not returning my diamond ring I sent to sell. I want my ring back NOW or the ****** they agreed to send to me NOW THEY ARE LYING SAYING THEY SENT IT TO ME LOOK AT ALL THE EMAILS.

  

  Business Response

  Date: 06/28/2023

  Hello, We are showing that you requested a print at home check, a check was mailed to you by accident. As soon as this was brought to our attention we offered to cancel and reissue payment. Payment has now been issued. We do apologize for any inconvenience this may have caused!  

• Initial Complaint

  Date:06/21/2023

  Type:Product 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.

  Ok about 3 months ago I sent my mammas jewelry to CJ environmental,they sent me there secured package I sent it back took to ***** done everything I was supposed to do well 3weeks after tht they received my package but nothing was in side an I've been waiting on insurance claim an everytime I call they keep putting me off,like one woman told me last week I was supposed to get my pay out an now they want even talk to me so ...

  

  Business Response

  Date: 06/21/2023

  We do apologize that you are unsatisfied. We have filed a claim with both ***** and our insurance company. Until we have a result from them, we do not have any updates. We are trying our best to get you the compensation as quickly as we can! 

• Initial Complaint

  Date:05/09/2023

  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.

  Diamonds *** lost or stole my $4,000 ring!! I packaged my wedding set (TWO rings--an engagement ring & a wedding band) exactly as their instructions explained. I dropped off the ***** envelope at a ***** Center on 03/16 & the tracking# showed it was delivered on 03/17. Diamonds *** sent a low ball offer on 03/21, which I rejected & requested my rings back. I received the package from ***** with only ONE ringthe wedding band. I told Diamonds *** on 03/23. They said theyd look into it but didnt provide me any update until 04/03 (despite me repeatedly asking for updates). They sent me a 1-minute video on 04/03, showing someone opening an envelope & pulling out a bag with 1 ring in it. But they dont show the contents in the other envelopes. I have no way of knowing what happened from the time I left the envelope with ***** to the time the video was recorded. Diamonds *** hasn't been helpful in having this time period investigated further. I have no proof that the ring wasnt in one of the other envelopes, which werent shown on the video any further. For all I know, the envelope was switched out by ***** or Diamonds ***. But it was definitely lost or stolen. They were dismissive when I kept asking about my missing ring. I sent them TWO rings in the same envelope. I asked them to file a claim, since the rings are supposedly insured during transport. They initially refused but finally emailed me the claim form. The claim was supposedly filed with both CJ Environmental & *****. I emailed them the claim ******************** on 04/05. I continued to check-in with them, as they again did not provide any updates. They finally told me on 05/02 that the claim was denied. They sent me a denial letter from CJ Environmental but I havent seen any documentation from ***** showing that a claim was ever filed. I cant file a claim with ***** as they only accept claims from the company. DON'T TRUST THEM! If you want to try selling your ring, do it in person!

  

  Business Response

  Date: 05/10/2023

  As a refinery our evaluations are based on the spot price on the day the materials are received and the wholesale value of diamonds. I do apologize that you were unsatisfied with your offer. Once the offer was rejected, we had returned all materials that were sent in to **. When you reached out to ** regarding the returned shipment, we reviewed the footage, and found that everything was returned back to you. We sent you a claim form per your request but informed you that we would be submitting all of the information we have, along  with what you provided to **. Our insurance company has denied the claim. And as ***** shows there was no damage to the shipment they are not taking liability.  

• Initial Complaint

  Date:04/17/2023

  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.

  I in attempting to sell my wedding ring, set to cash for gold got it shipped to the sister company evidently and was never notified that they received. It was not notified of anything whatsoever. When I finally track down the CJ environmental company, which is very frustrating as their sister company did not mention the affiliation when I called them and with my confusion, which I found odd, the lady on the phone told me that yes, they had received it, and apparently had the wrong phone number for me and no email address which is not possible And thats why they didnt contact me. I would like to state that this is an appraised ring at $****** roughly and they didnt bother to even reach out to me to let me know they had received or who had received it or what company had received it. That said the lady on the phone said that they would offer me $5000 for a $****** ring and they have the appraisal. It is a total of **** carats and their offer was $5000. I requested that they ship the ring back to me immediately, and I did not intend to even send it to them And they agreed this was Friday afternoon. It is now Monday afternoon and apparently the owner of the company is who I was speaking to you although he would not respond with his name via email nor does email address have any information on it whatsoever, I spoke to him on the phone, wondering where my tracking number was making sure the insurance was appropriate, etc. he was very unprofessional. He called asking in array of questions that did not make sense as I told him I was not interested in selling the ring he said well I just wanna know how we were so far off on the quote because I can buy diamonds like that for $10,000. No problem Which is a joke as well and I demanded that he send the ring back he said he wouldnt be able to insure it for ****** it based on just my word that he doesnt think its worth that amount of money so I sent him the appraisal and he conceded however, he has still not shipped it.

  

  Business Response

  Date: 04/18/2023

  We do apologize for the confusion with our company. When shipping we use our parent company on our labels. This is for security purposes, as we do not want the envelope to say gold, diamonds etc. As you selected text message updates when you signed up, and we did not have your correct number, texts were being sent to the number that we did have on file. This is why you would not have received aunty notifications. As a refinery, we appraise diamonds based on the wholesale market. The retail price you paid or has no bearing on the actual value of your stones. Jewelers and appraisers typically mark up merchandise, as in any retail store. Your materials have gone to the returns department and as we are not here over the weekends you will be getting your tracking number (insured) shortly!

• Initial Complaint

  Date:03/23/2023

  Type:Product 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.

  Sent them ***** grams of marked 12k 1/20th gold filled watch bands in safepack #******* on 2/14/2023. Never heard from them after the ship confirmation email. Called and they offered me a ridiculously low figure for my scrap. I requested a return. What I received back was not what I had sent to them. They returned ***** grams of what look to be like just plated bands no marks as all the ones I sent were marked 10k 1/20th gold filled. This company is shady and all I want is my bands back not the worthless ones I received from them. I lost 150 bucks I paid for these and this company offered no resolution. I have tried to call them and left several messages with no return call to address this issue.

  

  Business Response

  Date: 03/27/2023

  As filled and plated materials are something that we do not accept we did make a courtesy offer based on the gold we would be able to extract from the materials. When the offer was declined we returned all materials that were sent in to us by you. We are a 24/7 monitored facility and have video surveillance of what you sent in and what was sent back out. We are also showing that we have responded to each of your emails as well, sending you the proof of delivery sheet multiple times.