PicturesOnGold.comReviews of picturesongold.com

Ordered a personalized medal in 14K It was suppose to be the size of a dime I received it but it was so thin I could bend it. They offered to remake at twice the thickness and twice the price. I did return the medal and paid but I believe I received the same medal. Don’t fall for their scam

I purchased a chain on April 10. Immediately, I inquired about returning it. It was too delicate for my purposes. They did not answer me for days and then made me take a photo of the chain and the paper invoice. Finally they produced a RMA number and I paid for shipping to return it. I confirmed delivery on May 5. I had to badger them for a refund. I called. I emailed. Finally, on May 29, they refunded the PRICE OF THE CHAIN ONLY and kept the sales tax. I filed a complaint with the NYS Consumer Protection as well as the Better Business Bureau. I am warning all consumers to stay away from PicturesOnGold.com. I am pursuing the matter of my full refund. What an intensive ordeal.

I normally do not leave negative reviews, but this experience with Heartsmith was extremely disappointing. The bracelet I received arrived damaged. I contacted customer service and did not receive a response for weeks. After finally getting in touch with someone, I was instructed to send the bracelet back for repair. When I received it back, they had bent it back into shape, but the lettering was still visibly off-center and the quality issue was never actually resolved. At that point, I was told I would need to send it in yet again, despite already going through a lengthy repair process for a brand-new item. What has been most frustrating is not just the quality control, but the customer service and lack of accountability. A “no returns” policy should not apply when a customer receives defective merchandise. I really wanted to like this company because the concept and designs are meaningful, but the execution and support experience have been incredibly disappointing. I ultimately had to open a dispute with my credit card company after multiple failed attempts to resolve the issue directly.

On 5/16/26, I contacted customer service representative Florence to request that the badge number on my order be changed. I was told the change would be made and that I would receive updated tracking and confirmation information. I never received any confirmation. Despite my request, the order was shipped on 5/18/26 with the incorrect badge number still attached. I immediately contacted the company again and requested that the issue be corrected along with an updated shipping address. The company then entered the incorrect city on the shipment, causing additional delivery delays. I repeatedly requested a callback from a supervisor or manager and never received one. On 5/22/26, I was forced to personally travel to a FedEx distribution center to retrieve the package due to the shipping errors. The company had promised to resend a corrected badge; however, when I opened the package, the replacement badge was not included. Instead, the package only contained another chain. At that point, I requested a full refund due to the repeated errors, delays, inconvenience, and failure to provide the corrected item as promised. I was repeatedly told that management approval was needed for the refund. However, when I called customer service directly, I was informed that Florence was the manager responsible for approving the request. Florence also stated that I would receive a phone call with a resolution by 5:00 PM EST, but I never received any call. Due to the company’s repeated mishandling of this order, failure to deliver the corrected product, poor communication, and failure to resolve the issue, I have disputed the charges with my bank and am requesting a full refund. I’ve also written a formal complaint with the BBB and NJ Division of Consumer Affairs. Next step is small claims court. Update: they did not provide a full refund as promised below. They still owe me $140.00. Dispute and charges will remain as is.

I ordered a religious cross, NO customization and a chain. The chain is thin and will easily break. The pendant is flat, light in weight and the images on the cross are not raised but laser placed on a blank flat pendant. I was told no refunds since this is custom. There is nothing custom about this piece. Interestingly they offered me a full store credit but no refund. If you are giving me a full store credit how can this be custom that you can't resell and that being the reason you will not refund me. NEVER buy from here. Cheap. Your refund line VM was full and the system disconnected me. Tells me a lot. Wish I had known.

I wished I would have read all of the bad reviews before I wasted $164 on a locket for my daughter to wear in her wedding. IAbout 5 minutes After I placed the order, I received an email summarizing my order, which was wrong. I immediately emailed them back to make sure they had gotten my order correct. About an hour after I send the email, The company answered me that the locket was shipped already and there is nothing they can do to correct it. I called the company and request to escalate the issue. I was told someone would get back with me. Nobody did. I decided I would wait and get the item and have someone else to add the photo and engraving. But I couldn’t do that because MY ITEM WAS LOST IN SHIPPING; I HAVE NOT RECEIVED IT!!! So I will not have a locket for my daughter to wear in her wedding if her grandparents. And I wasted a lot of money on this joke of a business. All because of greedy unethical scammers. This company does not deserve to stay in business! So disappointed.

I have not received my order at all.. it was “guaranteed” to arrive before Mother’s Day as I paid extra for 2 day expedited shipping. After reading other reviews I am very skeptical this is a scam!

UPDATE: 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. The refund was issued prior to them receiving the item which means the return was never even needed, yet I was still told to ship it back at my own expense. 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. I would not recommend ordering from them based on my experience. I ordered a 25 mm locket that cost over $200.00 and received a smaller size then what I ordered. The item was not even as described on their site. I spent 3 hours on chat and 1.5 hours on the phone, repeatedly told they were “trying to get a manager,” but no manager ever came on and no real help was given. They finally agreed to refund me because I refused to hang up the phone until they did, but I was told I had to PAY to ship it back even though the mistake was theirs. I also opened a dispute with my credit card company because after this experience, I do not trust that they will refund me. Completely unacceptable. I also noticed that PicturesOnGold, Heatsmith, and Alivia & Danny all appear to share the same address, which raises additional concerns about transparency.