PicturesOnGold.com Reviews 

I’d leave Negative stars if it was an option.

I am writing to formally document my unresolved dispute with Pictures on Gold, (Alyvia and Danny, Heartsmith, Sacred Medals) regarding a defective product and the company’s failure to provide an appropriate remedy. This company has multiple names that they go back and forth between to cover their fraudulent business. (listed above)

In December, I purchased a personalized bracelet from this company as a Christmas gift. Upon delivery, the bracelet was defective and arrived broken. I promptly contacted customer service to report the issue and requested either a replacement or a refund, consistent with standard consumer protection expectations for merchandise that is damaged upon receipt.

At the company’s direction, we returned the defective bracelet and have retained full documentation of all correspondence, return authorization details, shipping confirmation, and proof of delivery. Despite complying completely with their return process and allowing ample time for resolution, as of February 7th, we have not received a replacement product or a refund.

Multiple good-faith attempts have been made to resolve this matter directly with the company. However, no satisfactory resolution has been provided. We are left without the product and without reimbursement.

Retaining payment for merchandise that was defective upon delivery and subsequently returned raises serious concerns regarding basic consumer protection standards and acceptable business practices.
Do NOT buy from this company!

I have been buying personalized photo jewelry from PicturesOnGold for over 15 years and every piece is beautiful and exquisitely made. Every order arrives quickly and packaged beautifully. I love PicturesOnGold!

I will say they shipped fast and that is the 1 star…..
Aside from that. I reach out to them 15 minutes after I received my order of 3 saint peregrine medals with chains.
They are quick to tell me No refunds… but drag their feet on everything else. I explained the medals were rough and would scratch someone if they attempted to wear it. Also the chains were the wrong size. They asked for pictures I sent them. We went back and forth 4-7 times . I offered to send them back and they can look at them and see what I’m talking about and look at the chain size. They requested more pictures. Then asked what my time frame was . Well I said sooner rather than later as they are gifts for 3 friends dealing with cancer… they just Enjoy PROCRASTINATION!!! They are fast to send…. None existent in value and quality control… after dealing with back and forth I have decided that as I have to deal with my own battle. I don’t need to waste precious time with a company that does NOT in anyway back their products, or their Quality or their word… So I hope they enjoy money made in a filthy way of cheating their customers out of money for substandard product, and lack of quality control or ethics of their own words that they would make it right…
So so disappointing….
Order Number #1245798
Order Date January 09, 2026

I received a phone call from PicturesOnGold regarding my order. The lady was very nice, she listen, look into the problem and I will received my order soon. Thank you very much for the fast respond.

Good product. Prompt service. But the website lacks clarity on medal/chain sizing.

I made my purchase by telephone. As always, the operator was friendly and efficient. She took my order, reviewed it with me to be sure it was correct, and then submitted it. There was no hassle and the order was submitted promptly. Ann e-mail verification was sent to me shortly after.

It came out beautiful and also what was great was I got in like a day and that meant so much to me cause I had just lost my dog and it was a beautiful picture of her on a pendant and it just made me so happy

Have a problem and with at least six calls and 6 emails they won’t help me. Problem has been going on since December 2025

Very pleased with the costumer service and happy with pendent. Very quick and fast response

Always follow my directions and usually get my order out the same day provided I order early in the morning. Excellent work!

They are a scam. I ordered a locket for my wife as a Christmas present at the beginning of December. They gave me a fake tracking number and my package was never sent. When I called they promised it was a mistake and they would send another package. They never did. I called them again and they told me the same lie. Now they insist that my order is not available for refund and they refuse to work with me except to tell me the same lie that they will send another. It is now February and I am still out of pocket.

Response: Oh I'm a customer alright. Order #1237415, Purchase date: 11 December 2025.

Do not buy from this company! My dad passed away, so I ordered a ring and necklace with his fingerprint for xmas gifts. I paid for expedited shipping to receive the items before xmas. I have not received the items and have called 4 times and also emailed the company. They told me they filed a claim with Fedex because it does not show that the items were delivered. Today 1/28/26(5 weeks later) I was told Fedex denied the claim and said they never picked the items up. I asked to speak with a supervisor, but they do not have any available. I asked for my $300 back, but they can not refund my money while there is an open claim. No-one has ever called or emailed me to keep me posted about the claim. It has been 5 weeks and they can't tell me how much longer it will be until it is resolved.

I placed an order for a bracelet on December 9, 2025, for $62.40. As of January 27, 2026, the item has not been received. I have communicated with the company multiple times and requested a refund on two occasions, but I have not received a resolution. The company has cited third-party shipping issues; however, my purchase was made directly through this business. To date, I have received neither the product nor a refund. Based on this experience, I do not recommend doing business with this company
Interesting. After reading many of the other reviews, there seems to be a theme of blaming third-party shipping. After notifying PicturesOnGold.com that I would file a claim with the BBB, all correspondence ceased. Therefore, I filed.

Trustworthy - Fair Pricing!

Previous I rated this company 1 star and had a major complaint with the advertised merchandise and their customer service. Since my complaint my concerns have been addressed and resolved by upper level management and I am grateful. If I had not made such a public complaint I don’t think my issue would have been resolved. The piece of jewelry I purchased is beautiful.

I ordered a sterling silver cross pendent and a 1.5mm box chain to go with it. I loved it but after four months of wearing it, one of the box links of the chain broke. When I contacted them about it for a warranty replacement they said that they only cover that for the first month. Their website says "After one year from the date of delivery, repairs for damaged items will be evaluated for cost on a case-by-case basis, with applicable shipping charges." which implies that they cover it up to one year. I am very disappointed as I have only had the necklace for four months. They also want to to charge me almost half the cost of the chain for the repair.

Absolutely awful company. The quality of the necklace I ordered was terrible - it was extremely cheap material - looked like it came out of a gum ball machine -and they refused to take it back. I returned it for a credit and did not receive the credit despite numerous requests and inquiries. DO NOT ORDER FROM THEM

I am writing to be given a FULL refund. This entire process of receiving the correct medal that I have ordered and paid for is absolutely unacceptable. After speaking with "Mary" on Friday and being told that your company is waiting for the custom that received my medal incorrectly to be responsible for shipping the medal to ME is absolutely absurd and is extremely unprofessional business practice. What you are doing is shifting the responsibility of YOUR mistake onto the customers (both myself and this other customer) to correct YOUR mistake.
I have received nothing but the good old fashioned "run around" since this first occurred.
1) From the very beginning, I was told on the phone (by Christine) after IMMEDIATELY contacting customer service upon receipt of the wrong item (on Thursday 12/11 ), that the correct item would be shipped immediately, as I needed it by the following Tuesday (12/16). I was told that even though "you don't usually do this, it would be delivered by Sunday". Nothing was delivered and no communication.
2) I simply requested an upgrade to the next size medal for my inconvenience which seemed to stop the whole process of rectifying this situation dead in its tracks. I emailed with no response. Then was finally told days later that they were looking into it. Then was told days after that, that due to the high price of gold, that my request was denied. Fine, whatever. I've seen the quality of 14k gold that you provide and it's not definitely subpar.
3) Eventually, I was told that in order to receive my correct medal, I needed to send the incorrect one back. I pushed back slightly on this and said via email that I would return the medal once I received the correct one. I have no use for a personalized medal that doesn't belong to me. Received a return label via e-mail. Called and spoke to "Dinah" who assured me that once I returned the incorrect medal and the tracking showed that it was enroute to your business that I would in turn receive tracking for my correct medal to be shipped to me. Once I saw movement on the return medal tracking, I immediately emailed with the update. Nothing. Then, once I saw it was delivered to your facility (1/10), I emailed again (1/13). NO RESPONSE.
4) Called on Friday 1/16 and spoke to "Mary" who put me on hold to talk to the support team about my order. Finally, she came back on the line and told me that YOUR COMPANY is waiting for the customer that received my medal to SHIP IT TO ME. WHAT?!?!? Admittedly, I went off on Mary. This is absolutely unacceptable, unprofessional, and irresponsible of Sacred Medals to expect their customer to correct the company's mistake. Why are you giving MY PERSONAL ADDRESS to a stranger (and yes, my address will be on the return shipping label), potentially putting my family in danger?? How do you know this customer even has my medal still - maybe they pawned it or threw it away - regardless, that is NOT my fault or responsibility. Why wasn't I told to send the incorrect medal I received to the correct customer? Instead, I got the runaround. Unacceptable.
After all of this nonsense, it's safe to say I do not trust your company to make this right and I no longer want a product that was meant to be sentimental but is now tainted with such a bad experience.
I am demanding a FULL refund - no "remelting fee" as I've seen you charge other mistreated customers. I am demanding the full refund of $508.41 that was charged to my credit card.
I will be calling back again today to make this request over the phone, as well. Additionally, I will be leaving reviews with the BBB, google, and other review sites, that accurately reflect the treatment I have received. As a "small, family-owned" company, I'm sure you will want to make this right for your "reputations sake"
A VERY unhappy, and unsatisfied customer,
Marissa Voke