Goldman Express Reviews 184

Before I write this review, I want to reiterate that I am not being paid by anyone, I am just an unhappy customer who's tried to support a smaller business by purchasing CHRISTMAS PRESENTS from.

Order no 1424, ordered 14/11/19, promise of delivery within 3-5 working days. Been emailing for 5 days, wasted hours of my time being number 5 in a phone queue to customer service - not one reply or acknowledgment.

Contacted Amazon pay, have to wait 15 days to open a dispute. I mean £77.98 had been taken out of my account, on the day of purchase. I need this back to re-purchase elsewhere asap.

I think I've given enough time now for you to respond before I've left a review so others are not tangled up in this mess before Christmas.

Good luck to everyone out there trying to get your money back.

And Charles, please don't accuse me of being a competitor leaving bad reviews - I'm just a mum trying to sort my kids Christmas!! Be well yourself.

EDIT: I have contacted my bank's fraud team today who have got the payment refunded - suggest everyone does the same. Also note that almost all the 'Excellent' reviews disappeared yesterday evening!

Seeing as this seems to be the only way to get in touch with this company, I have some genuine questions for Charles:

1. If you are unable to meet demand why are you still accepting orders? Surely they should be stopped and delayed orders dealt with or at the very least dispatch times amended from 3-5 working days?

2. I'm currently on hold to your customer support number after 4 hours. I was caller number 3 for an hour, caller number 2 for an hour, currently waiting to be connected to the next available representative for over an hour. I work in customer service - what support call takes over an hour? Let alone 3 in a row?

3. If you only have 1 support agent yet all these orders are being paid for without being dispatched should you not get more staff in to meet demand?

4. What's the point in an online support system if there's no one to respond to the tickets? Or do you have separate online support agents?

Before you claim I'm a competitor, my order number is #1623 for Luigi's Mansion 3, ordered on 17th November. My online support ticket is #24599775 logged on 22nd November and currently not assigned to anyone for action.

Ordered more then a week ago. Delivery still not sent out.
Emailed them multiple times and no response. Was on hold for call for over 2 hours. Everytime I called, I was caller 5 and most got to was caller 3. Even had my family call them due to not being able to be on hold all day. They were on hold for hours and gave up as the most they got to was caller 4.

No idea how to get in contact regarding my order. How long would it take till its dispatched?

Still no knews of my order and can not get hold of them. My order number is 1700. Ticket number is 24670526.

Avoid this site at all costs they take your money and send nothing, they are impossible to contact by phone 0800 464 7102 try it and dont reply to emails on their ticket system I'm currently going through bank to get my money back. I ordered a game for my sons birthday fuming...

Not had a great first experience with this company, it seems they dont have the capacity to send orders out very promptly at all. I ordered on the 17th November and as stated the time frame for delivery is 3 to 5 working days. Well it's now 8 working days and still nothing. Whilst I appreciate they are busy that doesn't help the fact that it's for my Dads birthday on Friday. Looks like I wont receive it so will now have to order elsewhere.

Order 1165, i placed on 9th November. Sent emails,tried ringing and went on the webhelp bit and sent a message yesterday. Its £116 and they are games im waiting on for a present so not happy and the nil.
Just got my refund on amazon pay. Go on amazon pay website and lodge a claim and you get your money back in a week.

I am still awaiting a refund for an order I placed on 4th November. Order number 1056. This was cancelled by you and I have have had no response to numerous emails and tickets I have sent. It is impossible to reach you by phone. All I want is my money back. It appears you have plenty of time to comment on positive reviews and report negative ones but not time to give people money back on unfulfilled orders.

I previously posted a review which got taken down because they don’t believe I’ve done business with them. However I have provided them with proof.

I just want a cancellation and refund on my order (#1152)

I ordered pokemon shield on the 15th November and have not recieved it yet nor an email to update me on the status of the order, after looking through the other reviews I'm already very worried this is a scam, I emailed the email account given on the website and had no response after 3 days. When i tried to track my order on the website it also said the email didn't match the code , and I'm just very confused as to whether this is a startup company that is struggling to deal with high demand, or if they've just scammed me of the money and wont respond if I question it, because i don't think amazon would give permission for a company like this with such worrying reviews. If the latter is the case, i will be contacting amazon and my card provider to get a refund when I feel I have waited long enough.

My order number is #1516 , I have received a confirmation email for the order and the money has been taken from my amazon pay account. I just want to know what's going on

I have purchased two games from Goldman Express on 15/11/2019 all in good faith. Both games were purchased as a birthday presents, which at the time of writing has now passed. My order number is 1505 and like many people before me, I have contacted customer services with regards to an update on the order. The order still stands as unfulfilled as of 26/11/2019 yet payment has been received. I am yet to hear back from the customer support agent using the ticketing system that has been previously mentioned in other negative reviews.

As suggested on the website I decided to call their helpline number which turned out to be a waste of 3 hours. I managed to get from position 7 to position 1 in 2 hours and was left for another hour waiting to be connected. After the 3 hour wait I got cut off, luckily I was able to continue daily activities during this time (even next doors cat was more productive during this time period, and that's saying something as it spends most of its time sleeping on the door step).

The company is quick enough to process and take payment but fail to deliver the purchased goods. I tried given them the benefit however, in all my years of doing online shopping and trying new companies have I been treated like this before. This site was advertised on "Student Beans" which if they are reading this need to disassociate themselves from this company before it drags their reputation down.

Anyone looking for cheaper games, avoid this company and pay the extra £££ to a more reputable seller.

Kind regards

A sincerely p*ssed off customer

Edit: So this is the beautiful reply I got from Goldman Express and our good old friend Charles:

"Can you name another retailer that gives you a product without you paying for it first? Very bizarre comment to make that we're quick to process a payment.

Thank you for taking the time to write all this though. Please do feel free to go and use another company - like the one that has obviously paid you to write this negative review.

Wishing you all the best, positive vibes only.

Charles "

1. This is evidently not a payed or fake review as it's too informal and any other business would not want it on their portfolio or either be associated with this kind review, plus I have all evidence of a legit order..... Order #1505, Pokemon Sword and Pokemon Shield (for the Pokemon fans out there and for a ruined birthday) and I am not going to pull a random corresponding order number or game out my *ss. As you kindly asked, I can give you two companies that take payment out your account after you have purchased the goods or should I say they deliver before it has even been taken out:

CD Keys
Amazon

2. I didn't ask for a refund but thank you kindly (you have now earned the right to have a 2 star review for attempting customer service skills.... excellent stuff). I am glad I used the payment method you advised as PayPal was refunded due to "fraudulent buyers taking an advantage of your points system". I believe Amazon Pay got on your *ss yesterday about it as I contacted them believing this was a scam..... evidently both Paypal and Amazon Pay can do their customer service skill proud (cudo's to them).

3. As you can tell I'm relatively p*ssed off that you have the audacity to call this a fake review and that I'm being paid by a competitor, please do tell me which one.... I can least so many alternatives to use (if you're in the UK now that is):

1. Am**on.co.uk (not allowed to make full names now)
2. A*gos (you know who they are)
3. I would say Goldman Express, but we both no what you're like. Charles....good stuff
4. b*se.com (I'm all about that "bass" or is it "base"?)
5. Smyth* Toy* (they don't have a slogan I can mess with :( I am so sorry for the disappointment I have caused you all)
6. G*me ( "It's time to play the game, Time to play the game! Hahaha - Lemmy)

The list goes on and on Charles and as for the review "What can I say, except you're welcome!".

I humbly wish you all the best Charles and being as it's 27/11/2019
"merry Christmas" - you should feel honored as this is the first "merry Christmas" I have issued this year and is the earliest I have ever done it.

Kind regards,

Adam :)

(The amazing man I am that took time out of his morning to give you the honest review you deserve and kindly asked for. Plus give Luigi my kindest regards on running this business)

Have ordered game for my boys birthday on 9th of November release date 15th November, it’s now 26th November no response to two emails and I’m currently on in a cue on telephone, holding time currently a 2 hours and 40 mins and I was caller no 6 when I started.
Absolutely disgusting would not use again and that’s even if I get to find out where my first order is ????
Mrs Christine keenan

To response to your remark below.
How dare you, my order number was #1167 and this is not a fake review, I can’t believe you that you have got the Audacity to respond in this way.
You are taking peoples hard earned money and not sending out products which is stealing as I far as I’m concerned.
I am glad to hear that amazon have struck you off and are not allowing you to use their amazon pay system, it will stop you causing stress and anger to other people.
Your company is a disgrace.

I am saddened to actually write this. I came across Goldman Express on google ads. I ordered Luigi's Mansion on the 31st October (#1020), service was quick and the game arrived within 3 days.

With this in mind I made a second purchase on 14th November (#1441). Money was taken promptly, this time I used the Amazon pay system as instructed. So far I have had no update on my order, it has not been shipped, but the money has been taken. On top of this I am still seeing everyday people purchasing Pokémon Sword & Shield so there must be stock.

I have emailed the team over a week ago for an update. I then raised a ticket 4 days ago and have had no response to this. I have been on the phone now 53 minutes and only managed to get to number 4 in the queue from 8. I have been respectful and followed the contact system, but this has led me nowhere.

Some acknowledgement would be great as this was also a gift. I would like to say for clarity, I have offered 3 stars for the excellent customer service from my Luigi's mansion order. This experience has marred my view of Goldman Express.

Made an order on 18th November, order number 1688. The order is still listed as unfulfilled. I have emailed and sent messages on the ticketing system. I have also waited on the phone for in excess of 2 hours over 2 calls without moving from position 4 in the queue. As of yet I have had no responses to my communication. I'd like a refund ASAP as the item was purchased as a present for a birthday on November 27th. The order still states that the product will be delivered in 3-5 working dates from the point of order. This period has now passed.

I have tried to contact them through mobile phone and using the ticketing system I would like a refund for my order as I would like to purchase the product so I have it in time for my holiday, my order number is 1411, I have had no response from the emails I have sent and no response after sitting on the phone for 2 hrs 30 mins really not impressed with the customer service I have received, I was first in the queue for an hour, there is no way I could have been first in the queue for an hour

Read and checked every review/reviewer carefully before posting and it seems Goldman Express do not send out orders in the time stated, if at all?

Ordered Pokemon Shield and Sword games on 16th November, after the release date, order number #1557. To date I have had no update on the order status or despatch date, stated as 3-5 working days.
While writing this review, I am also currently on hold to customer services, 0800 464 7102, caller no 3 and have been for some time, 55 minutes so far and I don't seem to be moving up the queue at all?

Luckily, I did use Amazon pay so will be in touch with them today and my credit card company if necessary, to recover my £77.98.

In case I am accused of writing a fake review for a fake order, or accused of being paid by a competitor to ruin the name of this company, although, they are managing quite well in ruining themselves, I do have a genuine order confirmation email and have taken a screen shot of my profile/order number on the Goldman Express page as proof, I am a genuine buyer.

I'll edit my review fairly should I ever receive the goods or, see a reasonable response to my post.

Update:

My review, as expected, was reported as spam within minutes of posting.
I'm baffled as to why a genuine review for a poor buying experience would be reported so quickly but not responded to?
It seems the seller only permits 4/5 star reviews!

Maybe TrustPilot could look into why this seller is reporting every one star review. Don't they like the truth about them out there for all to see?

I have also spoken to Amazon pay who have confirmed that they have been inundated with complaints from customers, who have not received their order and advised that a claim can be filed after 15 days has lapsed.
Why this is permitted to go on and this company allowed to trade is beyond me?

Update!

As Amazon had advised direct contact with Goldman Express via an email address they supplied, I almost instantly received a reply stating, since the 20th November that emails would no longer be replied to and that the ticket system within their website should be used instead...that's all very well but judging by the reviews I am reading, support is NOT replying to tickets!

I did eventually get a reply to my email, Amazon were also contacting Goldman on my behalf so maybe that prompted them?

In the email, I was accused by a gentleman calling himself Charles, (I doubt that's his real name), that I was queue jumping by leaving a 1 star review and which is why they had a ticket system in place?
My review was posted based on my buying experience with the company, that's what TrustPilot is all about, or so I thought!
He went on to say that, Goldman Express is a new company and that orders had suddenly increased to around 500 per day hence, the delays. Although this would have been excellent for their business, it wasn't good for the customer if you cannot meet the demand. Clearly, Goldman cannot clear the backlog of orders they have so, why take on more? Every time I check their site for an order update, new orders are popping up at the bottom of the screen and if Goldman can't deliver ours, then new customers too will have quite a wait, if they even send anything out at all.
I am more disappointed like many of you because, this whole mess may not even be resolved this side of Christmas and these games were intended as gifts for my children.

I ask Goldman Express...if you cannot send the orders, at least do right by your customers and issue refunds so they can purchase elsewhere. Why would you hang on to other people's money...it is theft!

Update:

Still no sign of any goods or a refund. I am now able to begin a claim via Amazon pay so will proceed with that.
Also, as advised to do so, I've reported Goldman Express to Action Fraud as it's pretty clear by the number of reviews still being posted that, they are not sending any orders or issuing refunds but still taking more orders and money?
You do have to wonder if Goldman Express were ever genuine and have ever actually sent out an order to a customer?

Update:

8th December and Amazon Pay have refunded me in full through the A-Z guarantee.

Do not contact Worldpay, they will not refund you.
Do contact Amazon pay, your bank or card provider who will in most cases refund you and give advice regarding the payment method used.
We've waited this long for goods that were never going to arrive so, a few days more waiting for your refund, is definitely worth it!
I do hope you all manage to claim your money back and hopefully, there should be enough reports in now about this company, so those behind Goldman Express are dealt with accordingly by the relevant authorities.

Shocking service I have emailed and messaged Goldman express three times and had zero response! I pre ordered the new pokemon game on 4th November it was released on the 14th November and I still have not received the game, a refund or any communication it is now the 24th November. I paid through Amazon pay so hopefully they will refund me. I've noticed you cannot use Amazon pay to checkout now. Makes it worse that the game is out in shops now I don't want to buy it again until this is resolved!!
12/12/2019 Edit to add Goldman express had the cheek to report my review saying it was the wrong company but didn't have time to email people about their orders. They obviously reported reviews so they were taken down to give themselves more time taking people's money. I got my refund from Amazon pay but it looks like not everyone is getting a refund! They have taken people's money and taken their site down!

Ordered items on 8.11.19 and money was paid totalling nearly £78. I am still waiting for the items to be delivered. I have emailed company and tried to call them! I have currently been on hold for 30 mins!!!
Terrible customer service.... I would Avoid using this company

Order #1142
You emailed me on the 15th November to say my order has been cancelled and that you are going to issue my refund within 2-3 working days. Still no refund. I’m emailed you on Wednesday and no response. Please refund me!

I ordered Luigis mansion 3 for my nephew on the 13th November, still not received and had no email updates about a delay or dispatch! I will have to go out and buy again!

Since first writing this review I have contacted them through the ticket system and had no reply! I would not advise anyone not to order from this company I wish I hadn’t! They can’t reply to customer queries but can report a bad review within minutes! My order number is #1354 and is valid!

I have ordered pokemon shield on the 13th and its now the 23rd and still not received an email to say its been shipped. I have sent 3 emails asking for a refund. I will have to go and buy it from the shop as it has taken far too long. I have not even received a reply from them. The phone number is invalid too. I paid using amazon pay.

After seeing at the top the reply from Goldmanexpress saying i gave the wrong contact details im fuming and have this in response- i have checked my address and phone number which is correct and you have my correct email address as i received an order confirmation when i ordered my game. then a few days later i got an email saying your company has suffered freud from customers so anyone using any payments other than amazon pay will be refunded..