Misleading Advertisement in Commercials and their Literature. During these hard economic times. I too was pulled to the fact that this company would buy your gold at the highest rate. I loved my jewelry, but I needed to pay my taxes and thought it would help my family to rid of this bill. I mailed in my wedding band, 2.0 CT Citrine Gold Ring, 1.0 CT Peridot Gold Ring, A Heart Shaped Emerald with Gold Band, A 18 Carate Gold Ring from my aunt, Two Gold Anklets purchased over seas. Two gold linked chains. Several Gold earings. I also opted for direct deposit thinking that it was probably the easiest way for the company. I called when I did not see my tracking number posted on Monday at 4:30 PM. Was told it can take up to ten days. Started worrying that I made a big mistake. I was correct. The next day it was logged in as received. Of course it doesn't state what they paid you - you are forced to call and receive the devastating news. I was told that they processed it on Monday - and it was already sent to the refinery because I opted for the direct deposit. My big direct deposit for all this jewelry was $32.00. Thats right even the wedding band with six diamonds in it... I feel it is the most unacceptable thing in the world.
I should add that I filed a complaint with the company, a supervisor sent me an e-mail. We went back and forth. Here is the conversation: - this will show you how horrid this is - Do not fall for this
Original Message
From:
Sent: Thursday, March 19 10:28 AM
To: customer. [email protected]
Subject: RE: Tracking Number 1902997013 — GoldPaq contact form
Tony;
Under proper representation I would agree with you. However your customer service which I did call and talk to when I requested the GoldPaq to begin with are trained to stay away from such inquiries.
This being said, $50.00 is better than nothing at all at this point since I can not recover what was sent to you in good faith.
Please let me know what you might need from me to process this.
Sincerely,
Karen
Original Message
From: Customer Service 4 [mailto: customer. [email protected]]
Sent: Thursday, March 19 3:51 PM
To:
Subject: RE: Tracking Number 1902997013 — GoldPaq contact form
Karen,
Unfortunately I cannot debate you on this. It is the job of the consumer to inquire how a company pays for your gold before mailing it in and also reading information before signing it. You had the opportunity to ask us what are prices our and decline to use our service if it wasn't what you expected. You also had the opportunity to read anything you put your signature on. It is not the fault of GoldPaq that consumers pay ridiculous retail rates when they purchase jewelry.
Again, it is not possible to return your items at this time.
In your response to this e-mail, if you do not accept our $50 offer then we will consider that your refusal and close this case.
Regards,
Ts
Original Message
From:
Sent: Thursday, March 19 9:06 AM
To: customer. [email protected]
Subject: RE: Tracking Number 1902997013 — GoldPaq contact form
Tony,
I understand when you state that I a may have placed an overvalue in your companies standards to my jewelry, but that is because the industry marks up the jewelry some 300% - I certainly paid much, much more than $700.00 lousy bucks for one ring alone.
I did not think I was un-realistic to believe - again, based on your mis-leading advertisement on television, in your pamphlets your mail out and even to go as far as your web-site that while it states how your appraiser evaluated what was sent in, does not even give the amount of what they are actually going to pay you. I assume to prevent things much like this conversation we are now having.
Please do not take me as condescending, as I am not the best in communications when it comes to e-mails. But I can not help to think that the public is seriously being taken advantage of in hard times like we are all experiencing right now.
What is not even mentioned is that Rubies, Sapphires, Emeralds, Gemstones are not even part of the equation. I believed as a consumer, that your establishment would work for me, because not only your representation in the commercials, but much like someone buying your jewelry.
I know you are not obligated - I never asked you to feel obligated. I am asking you to forgive me for my lack of in-site of this situation and help me by 1. Returning my jewelry based on my previous conversations or 2. Making a respectable (not unrealistic) offer to help me?
Sincerely,
Original Message
From: Customer Service 4 [mailto: customer. [email protected]]
Sent: Thursday, March 19 2:25 PM
To:
Subject: RE: Tracking Number 1902997013 — GoldPaq contact form
Karen,
I appreciate your situation, truthfully I do, and I sincerely wish there was a way to 100% satisfy you at this point. Unfortunately with your expectations, that doesn't seem possible at this point.
First and foremost, you must be careful not to overvalue your jewelry. Yousay you expected $700, in reality the gold content of your pack is worth much less than half of that (in terms of 100% of market value).
Again, I must refer you to the QUICKCA$H voucher that you signed and submitted with your GoldPaq. There is no fine print, everything is typed in the same 12 point font. Your choosing of this option overrides our 10 day return policy and your signature is unfortunately binding to that. It clearly states that once the wire is completed, your items become the property of our company and therefore they do with them what they wish.
It also appears that you contacted us Monday before your items were appraised and entered into our system. At the time you spoke to one of our reps, your items were not yet received at our secure location.
Having stated this, your items cannot be returned because we no longer posses them. A $50 payment is all we can offer and quite frankly is more than fair. This is not an obligation, but a courtesy on the company's behalf.
Regards,
Ts
Original Message
From:
Sent: Thursday, March 19 8:19 AM
To: customer. [email protected]
Subject: RE: Tracking Number 1902997013 — GoldPaq contact form
Dear Tony;
I can honestly say I did not see any such statement regarding direct money transfer mean they would process your gold immediately - I seriously believed this was the easiest way for your company to process.
But more so, I called Monday, I talked to your representative and I was on your site late in the afternoon and was told that you did not receive it. This could of and should have been avoided based on this information alone.
I know I read about the 10 days to make your mind up once the appraisal has been performed; it was what drew me to you aside from the old lady on the TV making you believe what a great deal you would actually get.
I was looking at your pamphlet after I sent you the jewelry and that is when I picked up on the fact that if it was sentimental, you could call and get an overnight package for very valuable or sentimental items - it is written small at the bottom of the page is light writing.
No where is it stated in your brochure that there is additional cost to have it paid direct to your account. However, it may have been on the small insert that you return with your bank account information. The $4 and something cents that your Customer Service Representative told me about on Monday isn't even a huge concern to me.
I do not show anywhere in your brochure that by agreeing to direct deposit that your items are immediately sent to a refinery. And truthfully, since I did contact you the day you supposedly state that you received them on Monday, I feel I acted quickly.
I know and understand, that I was absolutely guilty of thinking that I could get some descent cash based on the valuables based on your commercial so that I can pay my taxes, but seriously, how horrible that you could do this to someone. I was willing to give up my possessions only to do something good for my family. Imagine how absolutely upsetting this is to me.
"Your satisfaction is guaranteed every step of the way. You even have ten days to change your mind - just let us know and we'll return your items at our expense!" This is what you state and - Insured against Loss, Never Any Cost to You... These are your words.
I am not some psycho person. I work in a customer call center much like you. I process warranty claims for a living, I know the game as well as you. I am asking you to please, if there is ANY way to return my items, track my items whatever it takes. I will learn from this experience in a huge way.
$50.00 is a nice beginning, and I don't know what your guidelines are. But I am pleading. My expectations were $700.00 - yes, I know now how stupid I was? But anything additional at this point would be beneficial.
I am being honest. My wedding band and my Aunts Class Ring. I must have put in the bag and removed from the bag four or five times. But then my head said that I really needed to bite the bullet and get this stupid tax bill paid, so I allowed it to go into the package. I guess that is what really hurts. That and my dishonesty for not telling my husband I was doing this.
I understand I am asking quite the impossible, and I do not know how you handle these situations, but I am hoping there are still good companies in this world that understand where I am coming from in this situation.
Sincerely,
1902997013
Original Message
From: Customer Service 4 [mailto: customer. [email protected]]
Sent: Thursday, March 19 1:25 PM
To:
Subject: RE: Tracking Number 1902997013 — GoldPaq contact form
Dear Valued Customer,
My name is Tony Somers, Customer Service Manager at GoldPaq, a Wellington Company.
Our Customer Service reps forwarded your e-mails to me regarding your dissatisfaction with the amount of your wire transfer. Unfortunately, we cannot process a return of your items. You will notice on the QUICKCA$H voucher that you signed that it clearly states, "I understand that upon completion of the wire transfer, the items I have sent become property of GoldPaq." Our 10 day return policy does not apply here; all QUICKCA$H transactions are taken to the refinery the following day and melted down to scrap.
What I can do for you, however, is attempt to satisfy what your expectations were when you originally had sent these items to us. We can offer you a Customer Courtesy check in the amount of $50 to help cover any fees incurred during the wire transfer (i.E. Our $4.99 fee, your bank's fees, etc.).
Please respond to this e-mail at your earliest convenience.
Regards,
Ts
Original Message
From:
Sent: Wednesday, March 18 6:40 AM
To: [email protected]
Subject: Tracking Number 1902997013 — GoldPaq contact form
I am writting because I am ready to just have a breakdown and cry after finding out about my gold.
First of all, I didn't know I had no recourse for recovery because I did what I thought was easier for your company to direct deposit into my banking account.
Secondly, I do not agree with your assessment and want to take this to whomever is possible to show how this type of transaction is not a healthy choice for people who are in a recession and believe they can get a good cash value for their gold.
I sent my wedding band, another gold ring with Peridot, another gold ring with Citron, that I just bought recently for over $200.00, a gold ring with emerald and my Great Aunts 18K gold - which you failed to even put on
there class ring from the 1950's? Plus other GOLD - not gold plated items for a lousy $40.00?? I am absolutely ready to get sick here and I want my items back. I called your customer service right away. Furthermore she said it came in on Monday. Well I called and I checked your site on Monday and I was verbally told that it takes up to 10 days some times for it to even arrive and that they did not receive it on Monday - I am on the same
time zone as you.
I want some help with this - I want my items back for obvious reasons.
Please, Please, Please Help me... I am sorry, I didn't see it for what it was, it was very misleading to me and your television adds are as well.
I really believed it was something that would help me during these hard times.
Sincerely
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