excellent customer service. I ordered the wrong size pendant and they made the exchange super easy and fast. I'm also really pleased with the quality of the item I purchased. they couldnt have been more kind and helpful! read more

Another SCAM by Alivia + Danny aka PicturesOnGold for $360.84 which was my daughter's 18th birthday gift. Please avoid this scam company who has multiple names, plus the tears and sorrow they will cause you. I called this company the day before my purchase, to ensure it wasn't a scam, and someone from a foreign sounding calling call center answered and was very friendly and seemingly helpful. I placed my order the next day after calling again, to go over my next day shipping options/extra cost, and stupidly placed the order once I was told it would arrive the next day. My FedEx guaranteed, priority Saturday before 1:30 delivery didn't show up on 03/07/26. As it is a weekend, I call the company on Monday and let them know it didn't arrive, and FedEx told me to request a delayed shipment refund on the expedited shipping portion through them. At this point, I stupidly think my order is still arriving. As tracking stoped updating and the order is still missing, I call them back Tuesday and let them know. Again on Wednesday, the birthday day, I force them to submit a loss claim to FedEx, even though they give me excuses. Thursday 03/12/26 FedEx agrees yes, it's lost "officially" but the shipper must submit a claim. Originally FedEx doesn't see a claim, but the second call to FedEx of the day, they do. FedEx tells me the company will get a full refund, but that I'm at the mercy of the company communicating with me as they can't update me on the claim status, that I will never get a refund from them, only the shipper. As it stands the company has my money and so they do not care about urgency, based on the daily calls to beg for help, to resolve this since my daughter never got her big 18th birthday gift. From reading the hundreds of complains here, and additional complains on BBB for Alivia + Danny, we have all suffered very similar issues. So while one or even a dozen complaint out of hundreds might be a "one off", hundreds of complains simply aren't. Plus those numbers are only the people who take time to write to warn others! FedEx told me today, after talking to five people in two departments, that once properly filed, the refund will take 7-10 business days, unless the company omits information necessary to process the claim, and this will cause additional delays. Customers can't place their own claims, so any additional delays is also because of the company, not FedEx! Keep in mind, this company has already been paid in full for the item(s) that never arrive, so what the company is actually doing as a "policy" is waiting on a DOUBLE payment to be issued to them before they issue any refund to their customer. They need to refund their customers first, and then deal with their own Business FedEx account refund. All the stress, waiting and back and forth is intentionally placed on the customers shoulders. Any company reply from the owner that says it is FedEx fault for a refund delay or refund time fully knows he/she/they are waiting for DOUBLE payment first and that they control the refund request. They also know FedEx business accounts have a special number they can call and that they alone can request escalations. Also, since this happens frequently based on reviews, it is just shameful. A shameful way to treat people and do business over and over and over. To the owner: sweet words and regrets on the missing items mean absolutely nothing to any of us, we require ACTION. No more hollow response apologies. You have the ability to refund, and you need to do it, please. I am not saying you personally are a bad person, and that you intentionally choose to hurt, but you have. So please use your power to fix it. Honestly, if you had refunded your customers immediately, knowing FedEx was on the line to refund you, you wouldn't have hundreds of bad reviews. People would be so thankful you helped them, and likely place repeat orders, like I was before this disaster. read more

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After several emails back and forth in December and earlier this year, I was told I could not get a refund for the cheap, thin, warped, very little silver St. Christopher medal with the unreadable engraving. So even though I received a defective product, I could only get an exchange and I don't want anything from them since it is poor quality. I was on the BBB website for another company and I saw my BBB review had been removed. Even though it is 6 plus months later, I reviewed and refiled a complaint again because I want people to know not to buy from this company. The photos they show are NOT accurate, and they send you a defective product and refuse to refund you. I have no idea how they are getting away with claiming they sell real gold and silver because no way is it real. read more

PicturesOnGold - Jewelry Near Me - Linden, New York

FRUAD. ABSOLUTE FRAUD. Ordered solid rose gold locket, it came painted- wore off in one use to silver. Called.. emailed.. took weeks for a reply. They said no refund that they would "Fix it" but that's not possible it was clearly not solid rose gold they put a finish on silver. THEN we sent it back to get a replacement and they returned it blow torched and flattened. DO NOT BUY. read more

After posting my review, the company replied saying they "set up a return" with me. What actually happened was very different. I paid $24 out of pocket to return an item that was the wrong size and did not match the preview at all. The engraving was completely off -- the "C" covered almost the entire locket, which was nothing like the preview they showed before purchase. I spent hours on chat and on the phone trying to get help. During my call with customer service, I was also told they wouldn't send a replacement until they received the original item back, even though I explained that this wouldn't work with my travel plans -- plans they were fully aware of at the time. I was told to ship it back at my own expense even though it was their issue. That part is conveniently left out of their public reply. I also later discovered that this company operates under multiple names but ships from the same address, which raises concerns about transparency. For the price I paid, plus expedited shipping, the quality and accuracy should have been far better. This was a first‑time Mother's Day gift for a family member who has had a difficult pregnancy, and I've already been spending extra money to help and support her. I wanted her to have something special after everything she's been through. Having to pay extra to return an item that arrived incorrect from the start was completely unreasonable and added unnecessary stress to an already expensive situation. Posting photos here so people can see exactly what I received. I would not recommend ordering from this company based on my experience. read more

I wanted to return a chain I purchased soon after it was delivered. The company made me send a photo of both the chain and the paper invoice before they would accept the return and issue an RMA number. I paid for shipping and confirmed delivery. I had to pester them continually for a month to provide my refund. When they did, they only refunded the cost of the chain and KEPT THE SALES TAX. Buyer beware. They are up to some shady practices. I have filed a complaint with the BBB and NYS Consumer Protection. It is not legal or ethical to keep the sales tax on returned merchandise. Their gaul is stunning and shameful. Patronizing their business has been a big time suck and a lesson learned. I won't purchase from them again and I will obtain my full refund. I hope this review helps someone else learn from my experience. read more

I ordered 3 lockets with pictures and engraving (close to $400). In order to proof, you have to PAY but can leave notes at the end and trust they do a good job. Two out the 3 received were horrible. First from left to right - The spacing between the verbiage on the keychain was unnecessary and made it look unprofessional. An easy fix by adjust the spacing and reducing font to fit into the space which is what I requested in all my notes at the end. Middle the verbiage was so small on the locket you would need a magnifying glass to read it. Could have easily adjust the words per row and increased the font. You have to pay for a proof, the online visual doesn't do it justice to real life and the unresponsive to emails. read more

PicturesOnGold - Entirely to much space, to so tiny you can't read it to finally one that turned out ok. - Jewelry Near Me - Linden, New York

This place is a SCAM! Buyer BEWARE! I placed an order for a customized cross and necklace combo on 4/27/26. The cross was for my godson's first Holy Communion. I had the cross engraved with his name, date and first Holy Communion down the back of the cross. I received the chain and cross a few days later and it looked nothing like the pictures they display online. The cross looked like it was spray painted, it had burrs all over the edges, the surface was rough and textured. The pictures online show a smoothed clean polish and crisp black lettering from engraving. The online pictures and what I received were night and day. I reached out immediately for a replacement. They would not give me a refund because it was customized. I sent the defective cross and chain back and they acknowledged they received it on 5/18/26. They have been saying that they will email me with an update on my replacement ever since. Every time I reach out to them they tell me they are sorry and continue to do nothing about it. They say they will email me an update on my replacement and they never have. They just keep stringing me along. After reviewing more online reviews, a lot of ppl have the same complaints. This place is not a legitimate jewelry business. They are scammers. They scam ppl out of their hard earned money by displaying images on their website of beautiful jewelry and sending the opposite. They hide behind their no refunds for customized jewelry policy. This business is not legitimate and I beg others to stay away. They "stole" $131.96 from me but I've seen other nightmare stories of ppl buying jewelry pieces worth over $500. They cannot continue to scam ppl like this. Everyone needs to be aware of their shady tactics. I just want a full refund and never to hear from or about this company ever again. read more

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So I ordered a picture of The Madonna "engraved" on a stainless steel medal in 9/2023. It was great until the "engraved" picture started to peel off. It was like a plastic film coating. So much for engraving. I called customer service twice, sent them pictures and they wanted to charge me $29 plus shipping to fix their inferior product. read more

PicturesOnGold - The "engraved" picture is a sticker - Jewelry Near Me - Linden, New York

I ordered from pictures on gold for My husband for Father's Day. First, I got the wrong pendant sent to me with the correct engraving on the back. I reached out to customer service and they sent me a return label. Once I returned the item, they then sent me another pendant. This time it was the correct pendant but it was the 3/4" pendant and not the 1" pendant. Were they expecting me not to notice it was smaller than what I ordered? Not only is it the wrong size but it's also paper thin. Again, I reached out to customer service and now they have been ignoring my emails. I've called 3 times to follow up with my return and still haven't gotten the email with the return label that they said they sent. Never again read more

PicturesOnGold - Jewelry Near Me - Linden, New York

Horrible. We purchased a ring that was gold washed along with a guarantee. We paid quite a bit. The gold washed along wore off within 9 months. I called for replacement and it's almost impossible to get someone plus hours of wait. Eventually the newly washed ring was sent back only for the gold plating to wash off within two months. Horrible quality and service!!! read more

I wanted to update the review. They were able to send the missing chain in time and we received it before Christmas! Thank you for trying. My son loves the charm and necklace. I placed an order for a pendant charm and a chain. It shipped really fast, but the item I received did not include a chain. I called and spoke to someone, and was told that they will ship the chain as soon as possible but they need to see a photo of proof. (to see that chain was missing) I sent the photo next day, but no answer from the customer service. I called several times, and could not reach anyone all day. I called again on the following day, and finally able to speak to a person. But the necklace chain won't arrive for the holiday now. They guaranteed the holiday delivery. The customer service is quite disappointing. read more

4/23/26 affirm did a full charge back. They concluded the jewelry was unsatisfactory not what was advertised. I got a full refund and finally get to move on and get a real beautiful late Valentines gift for my girlfriend. Because of this, I'm buying a Dyson vacuum for her. Another update they actually sent it back fedex overnight the same day they receive my return. It's wasn't my address.! somebody I know. I don't reside there, and it was returned to sender by FedEx. What a game , they play. Own up to your mistakes Update I have yet to receive a refund. They are fighting Affirm and try not to allow a charge back. Affirm has opened in investigation again I refuse to pay. Look what Google says , attached Update - They sent an email back to me after this saying that they will give me a full refund. I am still in full dispute with A firm where charged it. They are Trying to fight it. If you spend money with this company, you will lose it. I hope to God I can update you and say they have resolved the issues. But as of now, I hope 1000 people see this and go to another jeweler. Attached Correspondence I purchased this embarrassing pendant for my girlfriend for Valentine's Day. It's fake, it's metal, I paid Over $1034 for a gold pendant. It's "metal." imperfections, bent, look at the horrible engraving. Whoever made this pendant was under the influence. I paid with Affirm and Refusing to pay. Definitely fake jewelry. Here's the evidence to prove it. The best part is , When I complained by Email, That the chain was so small, it will break and I will lose $1000 pendant. They said here's some other Option for chains. Starting at $899 to $2500 Insulting Communication is horrible. All I know is I've been dealing with "Florence Info." I gave them 1.5 months to fix it and they have failed. Today it went in the mail, I'm not gonna accept it back. ChatGPT actually found This locket I was looking for. It apologized and said I am sorry that i recommended this company. And gave me an analysis of what's wrong in the company. Check it out. read more

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I was contacted by the owner and they helped me get this straightened out. Still not 5 stars because it was hard to get to the point where I could reach someone with authority to help me and it I found the item to be kind of expensive, but I guess quick a d custom do come at a cost. Shipping was very quick, especially considering it's customized. The photos in the locket are nice and they did follow my instructions for cropping etc. I suggest getting back and white because the color ones have a glare I didn't notice in my older locket with black and white photos ..maybe black and white is a different process, or they changed the process. The black and white seemed more etched than printed. I enjoy being able to have my mom with me in my locket for times I need to feel close to her. The butterflies on the front are pretty too. Just be aware of the metal stamp in the inside frame if you are ordering the sterling one. read more

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I am beyond frustrated. The exact same thing described in multiple one-star reviews happened to me. I placed an order and was told it had shipped. Then suddenly, the package was marked as "lost." After that, I was left without the product and without a proper resolution. At this point, this doesn't feel like a one-time issue--it feels like a pattern. Customers are charged, orders are marked as shipped, and then somehow the package ends up "lost," leaving the customer with nothing. They file a claim with their shipping company and wait to be paid by them. This experience has been unacceptable, and I strongly urge others to think twice before ordering. I will be filing formal complaints with the Better Business Bureau and the Attorney General so this situation can be properly investigated. read more

All consumers please be aware, this company is a SCAM! I ordered a solid gold medallion for my son and they sent a fake piece. They offer no returns and do not stand behind their products. Do not order from them!! read more

Here is an update to my previous review. I'm doubling down on calling this company a scam and not to mention they are wayy over priced. After over 50 emails, one month, and an extra almost 250 bucks, I still received a disappointing piece of jewelry. A total waste of time and money. read more

PicturesOnGold - This is their smallest size photo pendant, supposedly the size of a nickel but its actually dime sized. A micro pendant. - Jewelry Near Me - Linden, New York

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Of course I called you, multiple times. I was told someone would call me and it's been about two months. I'm beyond fed up. And I feel like I was totally ripped off. And when I was going through all of this difficulty, I asked Customer Service if they could at least give me some type of a discount and they said we already gave you a 10% discount when you ordered. But that would be for customers placing a new order, not for having an awful experience after placing it! And they were adamant that they felt it was adequate. Full of crap. Sure, call me, I doubt I'll ever hear from you again. read more

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Terrible! STAY AWAY! Purchase from PANDORA or something name brand so you don't get ripped off. My fiancé ordered me the 14K Rose Gold Floral Heart Photo Locket 3/4 inch x 3/4 inch 14k Rose Gold Plated. Spent $200 on it with fast shipping. Was supposed to arrive way back in February before valentine's day and never arrived. He called the company saying there was a mishap and they said they would send an email over with new details but never did! It's been over a month now and no response. I also tried to email and call but no response. Terrible company, do not purchase from them it's 1000% a scam. Need a refund ASAP. read more

Service, clear refund policy which is not even in the receipt shipped with merchandise . Horrible people who take advantage of seniors. Have regular medals on line and then they call it special order. Beware, this is a scam. So sad that companies are allowed to torment elderly customers. read more

If I could give zero stars I would. I ordered a necklace for my daughter for Christmas with a photo of her dog and words engraved on the back. Not only is the photo on the front horrible quality, the engraving on the back, which I paid an extra $25 for, was not done. I contacted their customer service multiple times about a new necklace or a refund and have not heard anything back from them. I have waited 2 months for resolution but nothing has been done. Save your money and find a different vendor for your custom jewelry. read more

Update on return. Returned my item for store credit. Item was received by seller, but they never supplied the store credit info . Not responding to my emails. Very disappointing . read more

PicturesOnGold.com (POG) has so much potential to be a truly spectacular jeweler because they allow their customers to highly customize their orders, creating incredibly sentimental pieces, as I did. Unfortunately, however, the durability of their lockets is abysmal (and lockets are meant, by design, to be opened and closed), as was POG's warranty service. If you don't want to read the evidence below, the take home message of this review is that you'll probably regret it if you purchase a locket from POG. I can't speak to their other pieces, but if you ever need warranty service, you'll probably regret that too. I did. Timeline and brief, factual, details (with photos) taken directly from emails: 12/13/23 - I ordered a customized "Daddy's Little Girl" laser-engraved ¾-inch sterling silver heart locket with an additional laser engraving on the back, two color engravings on the inside, and a garnet on the bail, for my daughter. 12/22/23 - I ordered a blank 1-inch sterling silver heart locket customized with two color engravings on the inside for my mother. 1/27/24 - I ordered a fully customized 1.25-inch sterling silver heart locket which is laser-engraved on the front and back, two color engravings on the inside, and a garnet on the bail, for my daughter. 2/17/24 - The clasp on the 1.25-inch heart locket broke, 1-year guarantee service was requested, and shipping to/from was paid by POG. It was frustrating, however, that I provided both photographs and the original order confirmation email in my warranty request, which included all information they needed (i.e. Order #), yet they asked for them in their response. 2/26/24: The replacement 1.25-inch heart locket arrived, but it wasn't what I ordered because it didn't have a garnet on the bail. I emailed them, included a photograph of the old and new lockets next to each other showing that the replacement didn't have the garnet, and in their response they requested a photograph - again. 3/14/24 - After pinging POG several times, they finally sent me a prepaid shipping label. 3/20/24 - They finally shipped the 3rd 1.25-inch replacement back to me. 5/13/24 - The color engraving on the right side fell out of the 1.25-inch heart locket and 1-year guarantee service was requested by email (with a photo attached). POG's response requested a photograph (again). 5/17/24: I pinged POG for a response. 5/20/24: Response received requesting clarification of information provided in my original email. POG also stated that I had to pay for shipping because it had been more than 30 days since purchase (that wasn't on their website then, and still isn't even now). I objected. 5/23/24: They insisted, so I begrudgingly paid for shipping. 6/11/24: 1.25-inch heart locket was finally shipped back to me. 2/15/25: The clasp on the 1.25" heart locket broke again, 1-year guarantee service was requested but denied due to the warranty having expired. I had the 1.25-inch locket repaired locally - and repaired well - with a lifetime guarantee, no shipping charges, and no frustration. You really don't want to do business with PicturesOnGold. Trust me. read more

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DO NOT BUY ANYTHING from this company. I agree 1000%, this company is a scam. Hiring an attorney. Coming up on three months. no jewelry, no contact in several weeks. Same line over and over again. tjus Company gets a -1000. read more

I would like to update this review. They did eventually send a paid postage for the defective item, and they have now credited my card back for it. Which I appreciate and am grateful for. However, it was too much back and forth to get a refund from them so I would not recommend them for a special gift. Go to Etsy. read more

poor quality, no weight to gold ordered confirmed by private jeweler, no customization ordered but they refuse to refund. ordered religious pendant and a separate chain. light and flimsy for price. poor quality. will not even refund chain. do not order from them!!!! read more

I ordered a locket from PicturesOnGold.com (nearly $200) and it tarnished in less than 6 weeks despite normal care. I attempted to get guidance on what they recommended to do to care for the locket but just received conflicting suggestions. After a long back-and-forth, they finally paid for shipping and "fixed" the locket. The "fixed" locket tarnished again in less than 1 month. When I requested another return label for the 2nd failure from Florenz@picturesongold.com, she refused to provide a label or refund. For a custom keepsake meant to be warn and enjoyed, this experience has been very disappointing. read more

I ordered a silver pendent with a picture printed on it for Christmas. The item arrived timely but the printed picture was raised off the silver and ready to flake off. I sent pictures of the item and request for remake and they replied promptly that they will remake and send it, but it never arrived. Sent an email and they replied they will look into it, then nothing. I still have a poor quality product for almost $200. read more

PicturesOnGold - Pendent with bubbles showing. - Jewelry Near Me - Linden, New York

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This company is a scam. They send you junk jewelry that looks nothing like its advertised merchandise. Their customer service is terrible. They string you along like they are going to help you then they ghost you. This is the worst company. read more

PicturesOnGold - This does not look like the item on the website - Jewelry Near Me - Linden, New York

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This company is a complete sham. The items they sell are in no way at all costing the amount they are charging. I paid for a $175.00 necklace and the piece of "jewelry" I received was of such low quality it would have been marked .99 cents at the dollar store and that is being generous. I'm completely stunned that a company is allowed to operate and sell such low quality products. They claimed it was silver. It is silver in color but is clearly not authentic silver jewelry. I am NOT a reviewer normally, however, if I had been able to find reviews on this company before I purchased anything, I would not have done do. They don't allow reviews on their website and instead use "testimonials" which is a vastly different way to look like you have customers endorsing your product. I truly suspect that their customer "quotes" on their website are manufactured and made by people who are paid to do thus. It is clear to me that this "company," and I am using air quotes here on purpose, is owned/operated by shysters just lurking to take advantage of people. You are better off going to Etsy or anywhere else than giving them your money. You'll be sitting here waiting a review just like me once you receive what they will ultimately send you. read more

I spent over $100 on a St. Michael pendant and the product I received looks absolutely nothing as advertised. It is a complete waste of money. I emailed them as soon as I opened the package because this was a Christmas gift for my boyfriend and I was truly shocked at how poor the quality was. They have ignored my 3 emails to rectify this issue. I didn't even ask for a refund, I asked for them to remake the pendant to have the quality they swear by and also advertise. This website is a scam and I hightly reccomend getting jewely elsewhere. I could've gotten a much cheaper product for a quarter of the price. I am extremely disappointed. I have attached the advertised photo along with photos of the product received. read more

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A one star is being very generous. I would not buy from this company. I purchased a solid 14K gold llocket only to find out 3 years later it is gold plated read more

Extremely disappointed with both the product and the customer service. I ordered the Saint Florian pendant directly from the company's website, upgrading from the premium stainless steel option to the solid .925 sterling silver version. What I received was incredibly underwhelming. Although the pendant is indeed "nickel-sized" as described, it is paper thin -- nothing like the thickness or quality shown in the website photos. If a product is described and photographed to look like a nickel, the actual item should match that representation. The packaging was just as disappointing. My order arrived in an unpadded plastic Amazon-labeled bag, and inside it the jewelry box was unwrapped, damaged, and completely different from what was pictured online. Instead of the elegant gift box shown on the website, I received a cheap, flimsy, damaged cardboard one. The 20" sterling silver rope chain I added was another letdown. It was so thin and delicate that it looked nothing like a men's necklace. Frustrated, I contacted customer service -- which only made the situation worse. 1. When I mentioned the incorrect and damaged jewelry box, I was told boxes "depends on availability." 2. When I brought up the paper-thin pendant, I was told I could upgrade to a thicker one -- but only if I paid even more. 3. I fully understand that made-to-order jewelry is final sale, if the product received matches the product advertised. However, it clearly did not. I asked to return the chain, and was told their returns department is closed until after the holidays. Their policy states returns must be within 30 days of delivery, yet they make that impossible. To add insult to injury, since the package was shipped by Amazon, I looked it up on Amazon's site -- the exact same product is being sold there for half the price! How is it that buying directly from the company costs double? This was intended to be a meaningful Christmas gift for my husband, but the entire experience has been a complete disappointment. Between the misleading product photos, the poor quality items, the damaged packaging, the inconsistent policies, and the unhelpful customer service, I cannot see this as anything other than a scam. I strongly do NOT recommend purchasing from this company. read more

They said they shipped it, but I never got it. $300 down the drain! They blamed it on shipping but I still don't have my overnight package a month later... read more

I would rate this company lower if there were a lower rating. Complete scam. Their pics of products are misleading, and the jewelry is nowhere near the quality, size, or what they show in their photos online. The dimensions they post are misleading; they stated the crucifix was 1.4" in length, can't see it reach any longer than 1.25 in the pic. The 'chain' is almost a thread. Their refund policy is none...after looking through their website, they are calling this "custom" and non-returnable. I won't waste time chasing them and taking this as an expensive lesson. I was in a hurry for Christmas and failed to scrutinize them more closely...Then I found all of the poor ratings of people being so disappointed. Don't fall for them; avoid the loss of money and embarrassment. read more

PicturesOnGold - The pic and specs on their web site - Jewelry Near Me - Linden, New York

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I ordered a personalized fire department charm for my husband for Christmas. This is cheap and not as pictured. VERY disappointed and I wanted my money back, can not even discuss that though BECAUSE their customer service is as awful as awful as their product and I cant get a call back. Michelle Curtin read more

This place is an absolute scam. I ordered a personalized sterling silver baseball pendant with my son's name on it as a Christmas gift. It was delivered and looked nothing like the advertisement and wasn't even engraved with my son's name. It's rough, misshapen and isn't engraved - absolutely not what I ordered. It looks like they grabbed one out of a drawer, threw it in a box and shipped it. I reached out immediately and provided photos to try to exchange it for a correct one and nobody will respond to me. It's been 5 days and I'm sure they've taken my money and run. I'm in contact with my bank to get my money back because I have zero faith that POG will make things right on their own. Such a shame that a company would do this, especially at Christmas. read more

PicturesOnGold - The baseball is supposed to have the laces and my son's name, but it's a blank silver ball - Jewelry Near Me - Linden, New York

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On November 11, 2025, my sister ordered a personalized locket necklace from Pictures on Gold for my 16-year-old son. He had saved all of his earnings to surprise me with a meaningful birthday gift, which made this order especially important to our family. Unfortunately, the locket arrived with a severely distorted photo--one of my son's faces was completely missing. I immediately sent my sister photos of the issue, and she contacted the company. They provided a FedEx label for repair. Before sending it back, I called customer service to request an exchange instead of a repair, given the poor quality and sentimental value. I was told I could choose a replacement within the credit limit, so I selected a heart-shaped pendant with updated photos and engraving. I then returned the defective locket. On November 24, 2025, I received the package expecting the new pendant. Instead, the same original locket was returned to me--partially broken--and only part of the new engraving had been added to the back. No corrected photos, no replacement, and the item was now damaged. On November 26, I contacted Pictures on Gold requesting a refund. While I'm aware they have a no-refund policy on personalized items, this situation involved two separate mistakes on an emotionally significant gift. A supervisor was supposedly notified, but later that day I received an email from someone named John denying the refund outright. This is completely unacceptable. First, they produced a distorted locket. Then they returned the same item in even worse condition with incorrect engraving. Pictures on Gold has shown no regard for my son's feelings or the hard-earned money he spent to create something special for me. I filed a complaint with Consumer Affairs and The Better Business Bureau. read more

AVOID AT ALL COSTS. Package was "lost" and took countless emails and phone calls with customer service. Extremely unprofessional and extremely unhelpful. Took a week for them to even address the issue properly after being alerted via emails and phone calls. A replacement was delivered 12 days after it was originally scheduled to be delivered. Once delivered, the quality was subpar (compared to the description on the site and the price of the product) Would give 0 stars. They are under the parent company "PICTURES ON GOLD" - also avoid unless you have the time or energy to fight for the product you paid for to be delivered. EDIT: based on the consistent 1 and 2 star reviews, this is not a one off incident, but repeated conduct that has gone uncorrected. read more

To update my review, they did reach out, but under a different email than what I had previously emailed them under and what was provided. I also have continued to have difficulty with getting through on the phone, continuously getting the full voicemail box message. I will be sending it back for corrections as soon as possible and will update my review once more when I have received a satisfactory product read more

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