Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28 2023 ordered $762.85 in silver coins July 11 2023 check was cashed. called 3 times on update on shipping they could not provide that info , last call they said they didnt have my address, Which is hard to understand since they sent me a small order in April. On 8/25/23 they still didnt have my order and agreed to refund my money. Called several times since twice saying do not have my address which I have given at least four times , as of 9/28/23 they still have no answers when they will have my money refunded.

  Business Response

  Date: 10/12/2023

  This refund check was mailed on 9/28/2023 and cashed on 10/6/2023 Case Closed

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 1oz gold eagle coins 8/10/2023. Check rec 8/17/2023. 10 day hold was 8/30/2023. Not shipped yet no email reply from coin shop with tracking info and no coins yet.

  Business Response

  Date: 10/12/2023

  This order was received on 10/7/23 Case Closed

• Initial Complaint

  Date:09/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number 100-502620.Amount 2200.93.Made purchase online 8/9/2023.Check mailed 8/10/2023.Check received by Gainesville Coins (Company) 8/15/2023.I sent email asking when items shipping 8/26/2023.Response by email from Company with excuses about weather in ******* and no shipping date 8/29/2023.I ask through email Company when the expected shipping date is 8/29/2023.No further emails (no response and no shipping info, nothing) from Company to me.Well over 30 days and in fact over 45 days have gone by without a response or items delivered. Company has not provided a shipping date or informed me of my ability to cancel without recourse after 30 days. The weather in ******* is no excuse for a 45 day delay. Company has not shipped out items. I request a prompt and full refund of the total amount. I am cancelling my order.

  Business Response

  Date: 10/12/2023

  This order was shipped and receive on 9/30/23 Case Closed

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 100 silver coins on August 7, 2023. I immediately sent a check in the amount of $2541.45, that was received on August 11, 2023. The check cleared my bank account on August 14, 2023. As of today, September 27, 2023, my order has not been shipped. I agreed to delayed shipping of 3 to 5 weeks and requested a refund but there is no customer service to handle refunds. The order number is ******.

  Business Response

  Date: 09/28/2023

  We care about all of our customers and appreciate their business, including resolving any concerns they *** have about their orders. Once the payment for an order has cleared, there is a minimum processing time of 3 to 5 weeks for each order before it ships, as is clearly stated on our website before a customer places their order. This is true whether the customer pays by check, credit card, or bank wire. It holds true regardless of whether the order is small or large. We also make clear that this is only an estimated shipping date, however. There are circumstances out of our control that *** delay a customer's order, such as problems at the mints where we procure our precious metals or problems with the postal carriers who deliver the products after they leave our facilities. We work very hard to fulfill all of our customers' orders in a timely manner. Bear in mind that we fulfill customers' orders based on a queue, meaning that they are fulfilled in exactly the chronological order in which they are received by us. As such, we cannot let any customer "skip in line": we will not ship something in a different chronological order than we received it in. We are always here and ready to hear and address any customer concerns via phone or email. Despite what some complaints claim, we assure you that we respond to every single customer inquiry within a reasonable time frame.
     

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20663788
  
  I am rejecting this response because I have requested a refund in full and the company can continue to the next customer.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/12/2023

  This customers order was shipped and received on 9/30/2023 This case is closed

  Customer Answer

  Date: 10/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED A TOTAL 200 OUNCES OF SILVER ON 7/27/23 WITH THE UNDERSTANDING THAT IT WOULD BE 30 DAYS TO DELIVERY. IT IS NOW 09/25/23 AND I HAVE SPOKEN TO CUSTOMER SERVICE WHO COULD NOT GIVE ME A ESTIMATED DATE OF DELIVERY OR ANY ESTIMATION OF COMPLETION OF MY ORDER. I HAVE NOT RECEIVED ANY COMMUNICATION FROM THEM SINCE THEN. I SEE THAT ORDER COMPLAINTS STATE THAT THEY HAVE BEEN SHIPPED THEIR ORDER AND THEY WERE ORDERED AFTER MINE? I WANT WHAT I ORDERED SHIPPED IMMEDIATELY. THIS SEEMS TO BE A COMMON ISSUE WITH THIS COMPANY.

  Business Response

  Date: 09/28/2023

  This order was shipped and completed case closed

  Customer Answer

  Date: 10/12/2023

   
  Better Business Bureau:
  
  RIGHT AFTER I FILED A COMPLAINT THE COMPANY SENT ME A SHIPPING NOTICE. I HAVE SINCE RECEIVED MY PRODUCT. I FIRMLY BELIEVE IT WAS THE COMPLAINT THAT GOT THEIR ATTENTION AND GOT THEM TO ACT.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed precious metals order ********** for $13,844.95 on Aug. 7, 2023. My check was received Aug. 11, the purchase came out of my bank account on Aug 14. The company's 10 day check holding period ended Aug. 21. Today is Sept. 25, 35 days after the 10 day check holding period and time to ship. This is not acceptable since I receive my metal orders from other companies in less than 2 weeks from time of the order. It has been 49 days since I placed my metals order. I am still waiting for the metals shipment. Thank you for your assistance.

  Business Response

  Date: 09/26/2023

  We care about all of our customers and appreciate their business, including resolving any concerns they *** have about their orders. Once the payment for an order has cleared, there is a minimum processing time of 3 to 5 weeks for each order before it ships, as is clearly stated on our website before a customer places their order. This is true whether the customer pays by check, credit card, or bank wire. It holds true regardless of whether the order is small or large. We also make clear that this is only an estimated shipping date, however. There are circumstances out of our control that *** delay a customer's order, such as problems at the mints where we procure our precious metals or problems with the postal carriers who deliver the products after they leave our facilities. We work very hard to fulfill all of our customers' orders in a timely manner. Bear in mind that we fulfill customers' orders based on a queue, meaning that they are fulfilled in exactly the chronological order in which they are received by us. As such, we cannot let any customer "skip in line": we will not ship something in a different chronological order than we received it in. We are always here and ready to hear and address any customer concerns via phone or email. Despite what some complaints claim, we assure you that we respond to every single customer inquiry within a reasonable time frame.
     

• Initial Complaint

  Date:09/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a gold bar from Gainesville, send payment by check over a month ago, i havent receive my order yet, i have called customer service multiple times asking for my order , the only answer that i have received by now is that order is delay, I could understand orders can be delay few days but it is over a month already and they dont have an answer about my order.I have the feeling this is a scam and I will loose my money.

  Business Response

  Date: 09/25/2023

  
  We care about all of our customers and appreciate their business, including resolving any concerns they *** have about their orders. Once the payment for an order has cleared, there is a minimum processing time of 3 to 5 weeks for each order before it ships, as is clearly stated on our website before a customer places their order. This is true whether the customer pays by check, credit card, or bank wire. It holds true regardless of whether the order is small or large. We also make clear that this is only an estimated shipping date, however. There are circumstances out of our control that *** delay a customer's order, such as problems at the mints where we procure our precious metals or problems with the postal carriers who deliver the products after they leave our facilities. We work very hard to fulfill all of our customers' orders in a timely manner. Bear in mind that we fulfill customers' orders based on a queue, meaning that they are fulfilled in exactly the chronological order in which they are received by us. As such, we cannot let any customer "skip in line": we will not ship something in a different chronological order than we received it in. We are always here and ready to hear and address any customer concerns via phone or email. Despite what some complaints claim, we assure you that we respond to every single customer inquiry within a reasonable time frame.
     

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, August 10, 2023, I ordered ( order #******) and paid for by wire transfer in the amount of $15,710.99 worth of silver from Gainesville Coin in ****, **. On Tuesday, August 15, 2023 I called Gainesville Coin to inform them that I would be out of town from Saturday, August 26 thru Labor Day. At that time I fully expected to have delivery of my purchase by the time I was to be away from home for one week, but since the delivery requires my signature I wanted plan for a delivery date that would have been later than I expected. I spoke to ****** and she said she would put a note on my file about my vacation. On Tuesday, September 5 I called and spoke to ****** again, informing her that I was back home and was expecting delivery. I also asked her when I could expect delivery, no clear answer, I began to worry. On Thursday, September 14 I called again and spoke to ****** and asked the same questions, no clear answer. ****** said Gainesville Coin had a backlog. On Tuesday, September I called Gainesville Coin 3 times and finally got thru to ******. I again asked when I will receive my previously paid for silver and she again said she could not tell me that. I informed her that if I did not have an email by Thursday, September 21, informing me that my silver was in route to me with a *** tracking number that I would ask BBB to help me by filing a complaint against them for not delivering in a timely manner. I have not received any email from Gainesville Coin as of Saturday, September 23 at 9:57 CST. I have downloaded photos of proof of wire transfer from my credit union and emails describing items purchased, order #, and wire transfer instructions

  Business Response

  Date: 09/25/2023

  We care about all of our customers and appreciate their business, including resolving any concerns they *** have about their orders. Once the payment for an order has cleared, there is a minimum processing time of 3 to 5 weeks for each order before it ships, as is clearly stated on our website before a customer places their order. This is true whether the customer pays by check, credit card, or bank wire. It holds true regardless of whether the order is small or large. We also make clear that this is only an estimated shipping date, however. There are circumstances out of our control that *** delay a customer's order, such as problems at the mints where we procure our precious metals or problems with the postal carriers who deliver the products after they leave our facilities. We work very hard to fulfill all of our customers' orders in a timely manner. Bear in mind that we fulfill customers' orders based on a queue, meaning that they are fulfilled in exactly the chronological order in which they are received by us. As such, we cannot let any customer "skip in line": we will not ship something in a different chronological order than we received it in. We are always here and ready to hear and address any customer concerns via phone or email. Despite what some complaints claim, we assure you that we respond to every single customer inquiry within a reasonable time frame.
     

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20646329
  
  I am rejecting this response because:
  Its been over 6 weeks since I paid for my silver in full, I have no silver delivered at this point. I also do not have any idea when I will receive my silver, nor did Gainesville Coin inform me about which of the 5 different silver products I have already paid them for are not available. I would like some details about which of my five silver products are not available. Other precious metals dealers ship within a week or less. If Gainesville Coin does not have products they advertise on their website in stock, they should display them as out of stock on their web page. I find their advertising and delivery practices to be questionable. I know that if I purchased a monster box of 500 2023 Silver American Eagles today from a dealer I have used previously, I would receive my product within a week or two. 
  Sincerely,
  
  *******************

  Business Response

  Date: 09/28/2023

  We are reaching out to this customer concerning his order.

• Initial Complaint

  Date:09/25/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently placed an order with Gainesville Coins on August the 30th 2023. I was told the were behind on processing orders because of the hurricane and my order would be processed the following week. I called again and was told it could take up to 15 business to process my order. That time has passed as well. I asked to speak to a manager with no success. There's no one I could speak with. I tried reaching out to (****) the manager via email to no avail.

  Business Response

  Date: 09/28/2023

  We care about all of our customers and appreciate their business, including resolving any concerns they *** have about their orders. Once the payment for an order has cleared, there is a minimum processing time of 3 to 5 weeks for each order before it ships, as is clearly stated on our website before a customer places their order. This is true whether the customer pays by check, credit card, or bank wire. It holds true regardless of whether the order is small or large. We also make clear that this is only an estimated shipping date, however. There are circumstances out of our control that *** delay a customer's order, such as problems at the mints where we procure our precious metals or problems with the postal carriers who deliver the products after they leave our facilities. We work very hard to fulfill all of our customers' orders in a timely manner. Bear in mind that we fulfill customers' orders based on a queue, meaning that they are fulfilled in exactly the chronological order in which they are received by us. As such, we cannot let any customer "skip in line": we will not ship something in a different chronological order than we received it in. We are always here and ready to hear and address any customer concerns via phone or email. Despite what some complaints claim, we assure you that we respond to every single customer inquiry within a reasonable time frame.
     

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20643249
  
  I am rejecting this response because:
  I think it's a deceptive practice to say you have the items in stock at the time an order is placed and then take a month to 2 months to process an order. If gold bars are currently out of stock or Gainesville Coins is swamped with orders, why isn't it stated on the site that there's currently a backlog? Unfortunately, I read the reviews after placing an order and I see the same complaints that I'm currently experiencing. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20643249
  
  I am rejecting this response because:

  I placed an order with Gainesville Coins on 8/30/2023. It's been 2 months with no details on my order? Please advise. This is my second time reaching out to the BBB. I was contacted by the BBB and asked if I received any contact from Gainesville Coins and haven't heard anything else back? I would like my order shipped or refund processed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  This customer has been working with our full fillment department and has decided to change the product.

  Customer Answer

  Date: 11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase on 8/20/2023 and the order still has not processed or shipped. I have tried to contact the business and the emails come back as "failed" and they do not answer their phones. This can not be a legitimate business, and they are wrongfully withholding my payment without providing the product.

  Business Response

  Date: 09/21/2023

  Our **************** could not verify this credit card and the order was cancelled

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20635982
  
  I am rejecting this response because: they are stating they could not verify my credit card, yet I have upload the transaction from my account. They have had the funds since 8/21/23 and have not shipped the order.  I see they have now cancelled my order today on the website, but this is not resolved until they refund my $216.77.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/26/2023

  This payment has been refunded

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************