CollectionsMay 29, 2026
Cultus Artem’s Necklace Is the Oasis in Las Vegas’ DesertThe “River of Heaven” necklace, our Piece of the Week debuting at Couture, combines 26 salt and pepper diamonds spaced by Tahitian pearls.
CrimeOct 20, 2020
Why the Trade Has Been Getting Back Invoices from Brinks
National Jeweler speaks with a Brinks executive about a situation that has been causing major frustration for members of the jewelry industry.
New York—Over the past several months, many members of the fine jewelry industry have been receiving back invoices out of the blue from Brinks.
Some claim these invoices, which date as far back as 2015, were for charges that had already been paid, while others said they couldn’t get a clear explanation of what they were being charged for.
Either way, these invoices have been causing frustration and kicking up chatter, so National Jeweler went to Brinks to ask for an explanation.
In a recent phone interview, Jim Horgdal, president of Brink’s Global Services USA, explained the issue, which started with a former employee who was indicted for embezzlement, has been convicted and is now cooperating with Brinks Global Services on the issue.
The embezzlement scandal created several issues for the company, including the misrepresentation of its ledger.
This resulted in some cases in which customers who owed money ended up with a zero balance and vice versa, Horgdal said. Brinks has spent millions fixing the problem.
Additionally, a year ago, Brinks switched to a new ledger system.
Once reconciliation of the books was completed, the company loaded them into the new ledger and started communicating with customers about what the new records showed, sending out statements beginning in March.
“The conversations we’re having with our customers are, ‘Here is the ledger. We’ve gone through and spent the time and money to make sure all your payments were properly applied. This is the best information we have. If you have different information, additional information, please reach out to us and we will work with you to reconcile this.’”
In the industry, the Brinks back invoice issue has created quite a few headaches.
One colored stone wholesaler, who reached out to National Jeweler and asked not to be named, said when his company asked for copies of the invoices from Brinks that the latter claimed are unpaid from 2017, all they provided was a statement of the account.
Meanwhile, a jewelry appraiser who came forward said the issue he’s having concerns an invoice for a 2016 transaction in which Brinks didn’t make an overnight delivery on time.
The Brinks accounting department admitted to the error via email correspondence back when the transaction occurred, the appraiser said, but he no longer has access to the email account in which it is stored.
The issue went “fairly dormant” after that, he said, until recently when his company began receiving notices from a collection company that it owed money to Brinks.
When the appraiser asked the collection company for a copy of the original invoice, the company couldn’t provide it, he said.
What happened to the appraiser seems to be a common story among those affected by the Brinks back invoice issue—they’re not able to get a straight answer, or even talk to someone at Brinks for an explanation.
Horgdal said Brinks doesn’t have enough customer service employees to handle the volume of calls it’s been receiving, so it changed the system to route pertinent outreach from clients from customer service to credit collection to talk to the department directly to address the issue, Brinks said.
He added the collection agency has been advised to refer any requests for invoice copies to Brinks to address.
Horgdal also said they’ve also been trying to communicate as much as possible with the industry at large, working with various trade organizations—including a conference call in August with several industry leaders—as well as reaching out directly to clients whose email addresses they have to communicate ways to reach Brinks.
“We’ve sent out thousands of statements to thousands of customers. There is not one instance where we believe a customer doesn’t owe us money,” Horgdal said. “If they can show us otherwise, we’ll gladly correct the records.”
But it’s not easy for everyone who might not have retained documents to prove every payment for shipments a few years back.
One gemstone dealer and jewelry manufacturer in New York, who received invoices dated as far back as 2015, said his company keeps shipment records for two to three years but no longer, adding he believes this is normal in the industry.
It’s also a question of how much time business owners have to spend on an issue like this.
“For me to sit there and spend a week, maybe more, to pull up things from five years ago, analyze movement by movement, country to country, shipment by shipment, and then come up with things we’ve paid, it is absolutely not something I’m willing to accept,” that same dealer said.
To the former concern, Horgdal said Brinks has been able to “amicably settle” with many customers who are unable to provide evidence of past payment and reach an understanding where they provide other relevant information that might help the company validate past payments, including reports from their accounting system or email communications, among others.
There’s also has been chatter about Brinks holding packages until back invoices are paid.
To that, Horgdal said: “Nothing could be further from the truth.”
Brinks has stressed to the industry that it won’t hold packages for any customer who is working with the company to resolve accounts receivable.
The bottom line, Horgdal said, is for industry members to at least be communicating with Brinks rather than ignoring the invoices.
For those with overdue balances, Brinks asks they contact their assigned collector to discuss the account and options.
To request copies of statements and/or invoices, customers can email Brinks at bgsus.docrequest@brinksinc.com.
More on Crime
The Latest
IndependentsMay 29, 2026
Meet the 2026 Retailer Hall of Fame InducteesThis year’s inductees include second-, third-, and fourth-generation jewelers.
Events & AwardsMay 28, 2026
JCK Announces Jesse Itzler as 2026 Keynote SpeakerThe author, speaker, and entrepreneur will give his presentation, “Spiritual Billionaire,” on Saturday morning.
Brought to you by
All Eyes on Gold Prices. Alternatives to Look For. And What to BEWARE of in VegasAs gold prices rise, today’s retailers are looking for alternatives at prices that will appeal to wider audiences.
Events & AwardsMay 28, 2026
JCK Rocks To Ride With NellyThree-time Grammy award-winning artist Nelly is set to perform at the annual event at Tao Beach on Sunday night.
Weekly QuizMay 28, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
MajorsMay 28, 2026
Signet Jewelers to Buy The Clear Cut Signet will integrate the online-only, natural diamond-focused jeweler into Blue Nile, which it wants to position as a higher-end retailer.
CollectionsMay 28, 2026
Meet The 17 Newcomers to Couture’s Design AtelierThese up-and-coming jewelry brands are bringing their distinct aesthetic and unique point-of-view to the Design Atelier for the first time.
Brought to you by
How Modern Training Is Becoming a Competitive Advantage for Jewelry RetailersWith the trade and customer trust in mind, GIA® developed NextGem™ – on-demand training designed specifically for retail.
GradingMay 28, 2026
GCAL By Sarine Launches 8X Cushion CutThe lab’s proprietary diamond cut grade has been expanded to include the popular fancy shape.
Events & AwardsMay 27, 2026
5 Security Tips for Las Vegas Jewelry Market Week 2026This year, it’s what could happen outside of show hours that worries JSA Executive Vice President Scott Guginsky.
ColumnistsMay 27, 2026
What Jewelers Can Learn From Luxury Fashion’s Digital PlaybookHigh-end fashion houses know how to emotionally connect with customers online. Retail jewelers should take note, Emmanuel Raheb writes.
Events & AwardsMay 27, 2026
Couture’s ‘The Iridescence’ Will Showcase 7 Emerging Jewelry DesignersThe designers are the third cohort of mentees from the show’s Belonging @ Couture mentorship program.
ColumnistsMay 26, 2026
The Key Mindset for Better Trade Show BuyingBuying discipline at trade shows starts with clarity about your inventory levels, Smith writes.
Events & AwardsMay 26, 2026
12 JCK Talks Sessions to Add to Your Las Vegas ScheduleThe trade show’s education series returns, with sessions on retail trends, AI, watches, marketing, corporate responsibility, and more.
Events & AwardsMay 26, 2026
CBG Brings Its Curated Designer Project to Las Vegas ShowThe Curated Designer Project has expanded to highlight eight independent jewelry designers during CBG’s Las Vegas show.
TrendsMay 26, 2026
Amanda’s Style File: A Cooldown Is ComingBring a cool tone to your summer jewelry with these white metal pieces.
Events & AwardsMay 22, 2026
Instore Buys JA New York ShowThe deal closed this week, which means Instore will produce the JA NY show slated to take place this fall.
FinancialsMay 22, 2026
Richemont’s Jewelry Brands Lead the Charge in Q4The company’s jewelry sales were up in Q4 and the fiscal year, with Richemont raising prices in part because of the cost of gold.
CollectionsMay 22, 2026
Leigh Maxwell Celebrates 5 Years at Couture With ‘Bauble’ CollectionThe “Bauble” capsule collection of colorful one-of-a-kinds includes our Piece of the Week, the “Bauble” earrings, featuring rose zircon.
MajorsMay 22, 2026
Stuller’s New Packaging, Display Catalog Is Out The updated catalog has a newly dedicated section for gift wrapping.
PodcastsMay 21, 2026
Episode 5: Sotheby’s Frank Everett Puts the Auction Market in PerspectiveEverett covers colored stones’ surging popularity, the mellow return of the “Mellon Blue,” and his “The Devil Wears Prada” doppelgänger.
IndependentsMay 21, 2026
Springer’s Jewelers’ New Flagship Will Serve Next-Gen Luxury ShoppersFourth-generation CEO Lilly Mullen wants to emphasize experience, connection, and personalized service.
Events & AwardsMay 21, 2026
JA Announces Nina Pugliese Memorial ScholarshipThe new award, created in partnership with Henne Jewelers, honors the late designer’s legacy through supporting jewelry education.
SourcingMay 21, 2026
Botswana, Angola Join WFDBThe addition of the diamond-producing countries as nation affiliated members broadens the federation’s global representation, WFDB said.
IndependentsMay 20, 2026
Adornment & Theory’s New Store Feels Like Home Designer Viviana Langhoff has realized her dream of owning a space for her Chicago jewelry store that looks and feels like her brand.
Events & AwardsMay 20, 2026
Here Is Couture’s 2026 Education Lineup The sessions will run from Friday, May 29, to Sunday, May 31, with one being a live taping of an episode of Couture’s podcast.
Lab-GrownMay 20, 2026
Savannah Friedkin Jewelry Names New CEOFormer Stephanie Gottlieb Fine Jewelry executive Morgan P. Richardson is joining the lab-grown diamond jewelry brand.
