Very very Bad !
Very very Bad !! Please read it before u are thinking to buy something here!!!
Package stolen in transit — refunded less than I paid, no replacement offered
I bought gold bars from GOLD AVENUE as a private customer and paid €3ooo in total by bank transfer between April and July 2026. A significant sum for me.
On 30 July I requested delivery from their vault. The shipment was handled by UPS — chosen by GOLD AVENUE, not by me — and was reported stolen within the UPS network. I never received the bars.
They refused to send replacement bars. I asked in writing, with a deadline, for the same bars to be shipped again. Refused. Repeatedly, across several emails. There was no willingness to find any solution — the answer was always that the case was closed on their side.
They refunded only the spot metal value on the day of the shipping request, €2ooo, instead of what I actually paid. The premium paid at purchase is never returned, whichever way the price moves.
Shortfall: €559.41.
Every point above is documented in writing. Before ordering delivery from storage, understand exactly how your metal will be valued if something goes wrong.
Reply from GOLD AVENUE
Dear Customer,
Thank you for taking the time to share your experience.
We fully understand your disappointment regarding this situation, especially when a parcel containing precious metals is declared stolen within the carrier’s network. This type of incident is exceptional and is taken very seriously.
At GOLD AVENUE, shipments are insured precisely in order to protect our customers in the event of a major incident during transport. When a parcel is declared stolen or lost within the carrier’s network, a claim process is opened and handled according to the applicable conditions of the order and delivery request.
In order for us to review your case in detail, we invite you to contact our Customer Service team and provide your order number or any other information that would allow us to identify your transaction.
This will allow us to carefully review the refund calculation with you and ensure that all elements related to your case have been properly taken into account.
We remain fully available to review this situation with the greatest attention and provide you with all necessary explanations.
Kind regards,
The GOLD AVENUE Team