PicturesOnGold.comReviews of picturesongold.com

I originally wrote a review because I was not getting a response on my emails from this company but they called me and they said they did reply. Not sure why I didn't get them but they were nice enough to call me and get it straightened out. Erica was very helpful and said my order would ship the end of this week. I would recommend this company as they do follow through. Thank you Erica.

I am willing to change my rating if they make this right. I ordered a necklace for my husband and it is poor quality. It did not come with a chain, and the engraving is so small you can’t read it. The back of it is buckled. It cost over $100. I want to return it.

The product came out exactly how I wanted it, I had a small issue with the order and they quickly reimburse me the money for an overcharge. Shipping was extremely fast.

Do not do business with these incompetent people. I placed an order at the end of July for my daughter‘s birthday at the end of September thinking I had plenty of time. Wrong! I received a pendant that was unpolished and half finished! I had to send it back and have them redo it and they did it extremely sloppily and uncentered. I sent it back again to do it right, and this time they sent me a proof before sending it, and it was still uncentered and had enamel splattered across the pendant. By now it’s near the end of September. I impressed upon them the importance of receiving this ASAP and at this rate, it would have to be overnighted to me. They agreed to FedEx on a Thursday, but it did not arrive on Friday. It ended up in Connecticut! I called them and there was nothing they could do. I worked with FedEx and all I could do was just put in a ticket for it and have FedEx locate it. When it finally got to my state, which is 2 hours over from where they are located New Jersey, FedEx said they were not delivering it to me on Saturday (the next day) but rather Monday! My daughter already bumped her trip back by a week after her birthday and was coming at 3 PM on Saturday afternoon in Oct now. They told me not to drive to the FedEx facility to pick it up because they wouldn’t have access to it. I drove to the FedEx facility anyway on Saturday 3 hours before my daughter was arriving for her birthday. An amazing FedEx worker was able to locate my package in one of the sealed cans and manage to get it out for me. It took her nearly 35 minutes, but I appreciate that she worked to make this happen for me. I got home 30 minutes before my daughter arrived, and barely had time to wrap it. To add to the aggravation, I received a notification that a credit was issued for the FedEx shipment. It went to Pictures on Gold, not to me! I’m the one that took 3 hours out of my day to go chase the damn thing down because they couldn’t do their jobs! I called to talk to someone several times to complain about the service and the credit they received and didn’t deserve, and Pictures on Gold said somebody would call me back. I told them they are not entitled to that refund, I am, because I am the one that had to track it down, and they dropped the ball not getting it to me on time after their disappointing production process. They never called back. They knew the f-ed up and didn’t care. Working with them was nothing short of aggravating. And, no, I still have not heard back from them… A bunch of incompetent thieves! It took from July to October 4 to receive my order, and I had to do all the legwork to get it! 3 months to get the order right, and I had to drive an hour each way to pick track it down on a Saturday. Absolutely infuriating! EDIT: I did reach out to you about the awful product and service. More than once. And each time I was told someone would call me back. You haven’t! I waited two months for you to call, and now your stuck with this 1 star detailed review from me across multiple sites. You had your chance. You probably thought if I stopped calling you wouldn’t have to address this. Wrong. Put up or shut up. Call me if you mean it.

Ordered a custom Maltese cross necklace for my husband. Said it was delivered Monday by Amazon courier and it was never delivered at all. (Home security camera shows no one made any deliveries on Monday) I called filed a claim on Tuesday, they said they would contact me. On Thursday I called again to figure out the status and was assured a new order would be placed for a replacement and that I would receive an email with tracking. It is now Friday evening with no email or communication at all about my replacement. This was an expensive order and I’m very disappointed in the lack of follow through and I am not confident at this point that I will receive my order in time for Christmas. In response to pictures on golds reply I have called every single day for the past three days and still have no tracking information but I was assured it was sent out today. I guess I will be calling again tomorrow. Updating - called again today have been on hold for 21 minutes so far. No tracking info, no shipping info, no eta nothing. If this isn’t solved today I’m filing a fraud case with my bank which still doesn’t solve the fact that I won’t have this gift for Christmas. It’s absolutely heartbreaking and disappointing. DO NOT buy from this company!

I ordered a photo locket of my deceased father for my mother. When I received the locket, it was scratched and the locket wouldn't latch, falling open when it was worn on a chain. I have called and attempted to leave a voice mail but it was full. I emailed three times with no response. This place is a scam praying on vulnerable people like my grieving mother.

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 have filed a complaint with Consumer Affairs and The Better Business Bureau.

I ordered 2 custom lockets. When my package arrived I found only 1 locket with someone else’s picture inside. I’ve sent multiple emails regarding the mistake and options for a refund or my order to be remade and to have expedited shipping since they were Christmas gifts. I have not heard a word back from them as time creeps closer to Christmas. I spent over $200 for these as well. Poor customer service.