PicturesOnGold.com Reviews 

I wish I had read these poor reviews before I dealt with this company. I ordered a charm with a photo, the photo I sent was very light and bright in color and the charm came out so dark you could barely see the pic on the charm. Instead of giving me a refund they decided to send a second charm that was the exact same as the first one.
I could not get in touch with the company by phone after many attempts. I had to send numerous emails back-and-forth to this person. I stated I was sending the items back because they looked nothing like the photo I sent. Instead of a refund they gave a credit, minus a shipping charge, when my original order was free shipping? Why am I deducted a charge, it wasn’t my mistake. I contacted my credit card company because I’m not going through this again.
Question a company that will not offer a refund for their mistake. I stated I don’t trust such a policy with any company.

My review was longer, but the company decided to say it was “defamatory” which it was not. It was an honest review very detailed. Trust pilot contacted me and said they decided it was Not defamatory.

My advice , read the reviews before dealing with them!!!!!!!

Great experience. The 14 k heart locket and box chain took my breath away. Got it so fast!! Gold is high right now, so the gift had to really hit the mark. Loved it so much that ordered me one and a sterling one for my daughter. Getting ready to order another for someone that lost a pet this week. I’m a fan.

I have ordered many Religious Medals for my grandchildren's Confirmation gifts, a total of 12 Medals from May 2019 to current.
The medals were exactly as depicted in the website, and the ability to personalize the medal on the back is wonderful. They are made in the USA, which is very important to me. They have always come in excellent condition and delivered very quickly, also.
I have nothing negative to say about this company.
I will be ordering again from them.

I ordered a locket for myself. My mom loved it so I ordered one for her. I ordered hers with pictures in it and it came out so beautiful, she cried. The lockets are so beautiful and the delivery was fast. Will be ordering more items in the future.

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.

Yesterday I got a full refund. I purchased with Affirm financing. They deemed the jewelry unsatisfactory not what was advertised, not what was purchased..

It’s fake, picture qualities is horrible, gave them two months to fix it and they played Email games.
I actually asked ChatGPT where I should purchase a particular pendant and it said pictures on gold. Afterwards I sent pictures into ChatGPT. It advised the jewelry was unsatisfactory, fake and it apologized. It said in the future, my AI will look into what public opinion is. It did it based on what I was looking for.

Beware, do your research on this company.
I hope this lets me fill pictures. You will be be speechless at this quality.

I have full pictures on other platforms like Yelp and Google. Go check it out.

I have sent proof that the solid 14K gold locket I bought is not solid 14K gold. We have been communicating, but nothing as been resolved. The jewelers I took it to verified the only part of the locket that is stamped 14K gold is the bail. DON'T buy from this company. I did receive a reply from Pictures On Gold and am not satisfied with their recommendation to send the locket to them for their inspection. Once I no longer have the locket in my possession I believe I will never hear from them again. I believe my documents and pictures are proof enough that I was sold a gold plated locket, not the 14K solid gold locket I paid for. I have asked for what I had ordered or a full refund, at which time I will send them the gold plated locket. I do not believe my request is unreasonable. I do not trust this company.

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.

Update: I have serious concerns with your response:
1. Have you read your reviews? Most of them are one star across multiple platforms, and they describe the exact same issue I experienced—orders marked as shipped, followed by “shipping problems,” leaving customers without the product and without a refund. It is very difficult to believe these are isolated incidents when the same pattern continues to occur.
2. Why am I expected to wait for your shipping issue to be resolved before I can receive a refund? This is not an issue I caused. From my perspective, my money is being held while I have nothing in return. This is unacceptable.
3. The item I ordered was intended as an Easter gift. Your website advertised delivery by Easter, which did not happen. We are now well past that date, and I no longer need the product. I requested a refund because I never received my order, which is entirely reasonable.

At this point, I am not interested in a replacement item. I am requesting a full refund for a product I did not receive.

Please be advised that I have already initiated a dispute with my financial institution and have filed a formal complaint with the Better Business Bureau. I am also prepared to escalate this matter further with the Office of the Attorney General if necessary.

If I do not receive confirmation that my refund has been processed within 5 business days, I will continue pursuing all available remedies.

I expect this matter to be resolved promptly.

Second update - Worse than ever

I received the replacement locket and chain today, 4/10/26 and I kid you not, it’s worse than the initial product. I am so disappointed as these replacement items present even more significant quality issues than the original order, further compounding my distress during an already difficult time.
The locket exhibits a toxic prominent black stain. More concerning is that this substance is transferable, leaving a residue on my finger upon handling. I have asked for a refund but they keep giving the usual Ai response that they can’t. So not only am I going to go live with this scam company, I would be suing them to court. Am so disappointed as I needed a memorial locket for my loved one. Please guys, stay away from this company.

Big scam and inconsistencies in communication. I should have read reviews before purchasing. The locket was not only dirty but also the chain was the wrong size. After a month of emailing back and forth with different lies on my product which were wrong items and the locket dirty, i have given up on them and reporting the case to my bank as a scam company. They are a big scam please beware

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!!

I paid for and placed an order for a Personalized Religious Medal. When the package arrived, there was nothing in it! The packing slip says “Shipping by USPS: First Class Mail” but the shipper was actually Amazon. When we called we were told they would “look into it” and then when we followed up (they didn’t get back to us. We had to follow up) we were told the “claim was denied”. We paid for the medal and received an EMPTY PACKAGE! Really? Did they think we were trying to scam them for a PERSONALIZED religious medal so we could have two of them?? THEY messed up and it should have been a simple fix. We’ve called multiple times trying to speak to a supervisor to no avail. We are reporting them to the BBB. If I’d looked at some of the other reviews first, I never would have placed the order. Beware! Call it a scam, call it theft or simply bad business. Whatever you call it, order at your own risk.

Never got my order. Keep getting the runaround or no response at all. Has been many months trying to resolve this. I lost money and my kid never got his Christmas gift.