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:08/24/2023

  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.

  Ordered No. ******. Ordered a Liberty $ 2 1/2 gold coin ($515.45) including shipping. Policy of company states that personal checks take 10 days to clear. Wrote the check on 7/29/23 and the check cleared the bank on 8/1/23. It has been 23 days and no coin. I called Gainesville Coins on 8/18 and spoke with a person. I was told there were shipping problems. That does not make sense! I was told that I would receive an email when the order has shipped. It has been a week since I spoke with a person, and still nothing. I have tried calling Gainesville Coins today (8/23) and no one answers my call. I want either my coin or my money back. ****

  Business Response

  Date: 08/24/2023

  This customer check was recieved on 8/1/23 our policy clearly states *********************************************************************************** the next few days

  Never recieved one email or phone call from this customer.
  

  Customer Answer

  Date: 09/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I received the coin but only after filing a complaint. The coin was not sent after 10 days from receipt of the check but 20+ days, and only after I filed a complaint. I did try to call several times and only music with a recording as to what opportunities this business offered. After 10+ minutes on each call, I hung up. Gainesville Coins commented that they did not receive an email. That is not true. I did email and have copy that it was sent. Lastly, as mentioned, they finally did send the coin. I purchased an Uncirculated coin, but my coin appears to be AU (About Uncirculated) which to Gainesville Coins could me Uncirculated, but not to the coin collector. 

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

  Business Response

  Date: 09/05/2023

  This customer didn't receive the coin because he complained he received the coin because he ordered it and we shipped it. There was no mention of shipping in 10 days. His check was placed an a 10 day hold for proper clearing and then put in the Que in order to be processed. Anyone that has ordered from us in the past 18 years knows that's how it works.. There is nothing wrong with the quality of the coin we have sold hundreds of thousands of these over the years. We have closed this inquiry.

• Initial Complaint

  Date:08/22/2023

  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 DID A PURCHASE ON 07/13/2023, I SUBMITTED THE PAYMENT. THE ***** WAS SUPPOSED TO SHIP ON 8/10/2023 BUT NOTHING HAPPENED. SINCE THAT DAY IVE HAVE SEND LOTS OF EMAILS AND NO RESPONSE. NOBODY ANSWER BY PHONE, I WAS ONLY ABLE TO TALK TO A HUMAN 1 TIME AND THEY PROMESS TO CALL BACK AND NOTHING HAPPENED. THIS FEELS LIKE A SCAM.

  Customer Answer

  Date: 09/25/2023

   
  Better Business Bureau:

   

  This response was taken verbally by BBB:
  
  Although it took a couple months I did receive my items and I am satisfied. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/21/2023

  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 purchased 500 silver rounds Order # ****** Total of $11,905 shipping of $41.45 Grand total of $11,946.45 Payment. By wire was received 8/15/34 I sent an email requesting delivery information. I have not received a response ************ has many complaints about them not shipping what customers have paid for.I want my order shipped complete now.If they are not able to ship, t want a full refund plus $25.00 I had to pay for the wire fee

  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: 09/28/2023

   
  Complaint: 20501758
  
  I am rejecting this response because:

  Gainesville Coin claims they ship orders out in the order they are received.  Attached is proof that ithey are not telling the truth. 
  My order was placed on 8/14/2033 Order number 502822

  My cousin, *******************, his order was dated 8/16/3023. Order number ******. It shipped on 8/28/2023. See his attached paperwork.  He made a complaint on ******** about Gainesville Coin not shipping his order promptly.  He received a message from them saying they will look in their vault for his order.  They told him they found it and will ship it out.

  In a prior telephone conversation, I asked if the delay in my shipment was because they did not have silver to ship.  They denied that was the reason. I was told they couldnt tell me when they were going to ship my order.

  When are the lies going to stop? I will accept a shipment of silver rounds that are all the same.  As long as they **** 1 ounce, I am fine with that.

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

  Business Response

  Date: 10/09/2023

  This Order is in shipping ready to be shipped but today is a federal holiday and the post office is closed it will be going out tomorrow and the customer will get a tracking number via email

• Initial Complaint

  Date:08/21/2023

  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.

  My name is ************************* and placed 2 separate orders, 1st order on 07/18/23 for **** **************** Mint 1 Oz Silver Rounds and **** Walking Liberty Silver Round, Order # ******, and paid $302.85 by check which cleared my bank within 4 days of sending it out.2nd order on 07/21/23 for **** ******** Silver Maple Leaf 1 Oz Silver Coins, Order # ******, and paid $165.65 by credit card which cleared immediately upon purchase.My order status has not changed in over a month and I have called repeatedly and keep getting the runaround or they just don't pick up the phone. Sometimes they say "it may ship out in a few weeks", or "we can't give you a ship date let alone an approx ship date"This is deceptive & misleading because they are advertising these items as "IN STOCK" even as I'm typing this complaint, see the attached screen shots.When you advertise as having items "IN STOCK", that means you have possession of those items for procurement. Obviously, this is not the case with them since they have a documented track record on the BBB website of doing the exact same thing to most of their customers. I have since ordered these very same items from another vendor and received my silver within 6 days on Credit Card orders, and 10 days on pay by check. What the heck is going on over at Gainesville Coins and why the runaround? I have spoken to other victims who were swindled and I being a lawyer intend to pursue this unless I get my silver asap. How many more honest customers need to be ripped off and/or stressed out before something is done? I've spoken to a retiree who was so distraught that he nearly had a heart attack for fear of being swindled out of thousands of dollars that he sent to Gainesville Coin for a supposed "IN STOCK" product. I'm just glad that BBB is willing to pursue this but as I stated above, If I don't receive a tracking number along with my silver, I will have no choice but to elevate this. Thanks ****

  Business Response

  Date: 09/25/2023

  This order has been completed

• Initial Complaint

  Date:08/21/2023

  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.

  On 6/9/2023 I ordered 200 silver rounds from Gainesville Coins and was told that they would ship during the week of 6/26/23 - 6/29/23. My order # is 102-500175. I paid by wire $5,435.45. I have called several times to inquire about delivery and every time was told that they are running late on their shipments. It is now 8 weeks past when I was told my order would ship and can't get any information regarding my order except that they are running late on their shipments.

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  This is to notify you that I received my order from Gainesville Coin yesterday, 9/21/23
  
  Thank you for your assistance. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/18/2023

  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 an order (100-501040) over two months ago. They cashed my check and said it would be 10 days for delivery, but nothing was sent. I then emailed them and didn't receive a response for two weeks and when I did it was a generic response saying the delay was due to an ordering surge but that didn't stop them from cashing my check. It's been another three weeks, sent an email a week ago, no response. Just tried calling customer service, no answer. They have a decent website but buyer beware of their business practices. I want my order or a refund immediately.

  Business Response

  Date: 09/01/2023

  This order has been shipped

• Initial Complaint

  Date:08/17/2023

  Type:Product 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 purchased a 1 oz gold eagle bullion coin for $2127.64 from Gainesville Coins. Order date was 6/6/2023 online. I delivered my check to them in person on 6/20/2023. The check cleared on 6/21/2023 according to my bank statement. They tack on an extra 10 days even though the check cleared the next day.It is now August 16, and I have still not received my order. I've called twice and was told it was because of delays at the mint! The 1st time I was asked if I wanted to be put on a priority list -- that's pretty funny. The 2nd time I called was today and was given. the same "delayed at the mint" excuse. They have never sent an email explaining the nature of any delays.There are competitors such as ******************* and Liberty Coins that promise to ship within 1 to 3 days of payment clearance. I cannot understand what delays Gainesville could be having. I am somewhat suspicious and that prompted me to send this complaint to the BBB.Can you please help me to get my order or the return of my $2127.64 payment?Thank you.

  Business Response

  Date: 08/29/2023

  Customer picked up his order weeks ago

• Initial Complaint

  Date:08/15/2023

  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.

  Placed an order with debit card, funds where withdrawn, no notice of shipping, received a email a week later after I inquired about order with an apology and no definitive ship date, I asked to cancel order with a confirmation of cancelation, followed up with 3 more emails requesting refund still no response 2 weeks later, just want a refund.

  Business Response

  Date: 08/15/2023

  This order is in our shipping department ready to go out it was within our shipping time guidelines, customers that are new to buying precious metals need to understand buying metals is like a stock trade you cannot just cancel it because the market goes down. The bullion market is constantly fluctuating. In order to place an order they have to read and agree to our terms and conditions. Which requires them to check a box (which clearly state there could be delays in shipping and the market is constantly moving) then they are committed to the contract.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20470491
  
  I am rejecting this response because: I am not new to buying silver and gold, there was no indication there would be a severe delay in shipping, as I do business with alot of precious metals sellers and have never had an issue as they communicate there is a problem or not. I did not cancel the order due to lower prices but because of their poor communication and business practices. I do not accept they are shipping and would like a refund. I have been sending emails and have not been getting any responses. All I want is my refund and I'll take my business elsewhere. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/17/2023

  This order was sent out days ago and delivered.

• Initial Complaint

  Date:08/14/2023

  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.

  On April 24th of 2023 I purchased some unique silver rounds on their website. Over a month passed without the order being fulfilled. I cancelled the order on May 25th and told them to either credit back to my card or to mail me a check.Between May 25th to July 13th I've repeatedly called Gainsville Coins on the status of my refund. Every time I called I received only excuses, with the promise of being called back. During this time to present I've not received a single call nor email from the company. On July 13th I had to go through my card company in order to open a case to receive my refund. I had to wait for another full month before the case was finally closed and the card company defaulted in my favor. It was clear that Gainsville coins was deliberately holding onto my funds with the intent of not providing goods rendered. The fact that they keep their items they claimed were out of stock and back ordered open for purchase is very suspicious. I do not know the history of this company nor any changes that might have gone through it from it's start to it's transaction with me but whatever the case may be I strongly suggest anyone interested in a smooth transaction to stay far away from this company today. I've seen too many instances listed on here that matched my situation.

  Business Response

  Date: 08/28/2023

  ****************** was informed of delays in 1 or more of the products he ordered, we tried to change the product but he insisted he wanted to cancel, because the market had gone down. We tried 3 times to refund his Credit Card and it got declined we reached out to him with no response finally a month later we heard back from him and he informed us he cancelled that credit card. We explained that our system sends refunds to the payment type originally used in case of fraud we explained he would need to send us further verification in order to send him a refund check. and we never heard back from him.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20465488
  
  All lies.  I have made phone calls and sent emails to the company over the course of the last few months.  Emails never were responded to, I checked my junk mail folder daily.  Every call I made was met with one excuse after another that the one responsible for sending out refunds was not available and they'd call me back.  Not once did I ever receive a phone call from them.  They also lied about making the effort to reimburse through Discover.  Discover gave me the number needed for Gainsville Coins to contact to allow the reimbursement through and I called Gainsville Coins and gave them that information, which they told me they'd make a note of it.  Discover informed me that Gainsville Coins never once contacted them considering this manner.  In fact, when I was forced to do the charge back through Discover, Discover reached out to them regarding the dispute and Gainsville Coins had 30 days to respond to them.   Instead of contacting Discover to resolve the dispute, they sat and waiting it out for the full 30 days for it to default in my favor, rather than simply telling them to do so immediately so I can get my refund sooner.

  This brings up into question if they even attempted to refund through my card in the first place, as if Discover was able to charge back on their end using my old card number even though it was discontinued, Gainsville Coins would have been able to do the same, in fact I know they would have been able to as I had a similar issue with another company on an unrelated circumstance where an unauthorized charge was made and the company was able to refund me through that same number even though the card was no longer in service.   

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

  Business Response

  Date: 08/29/2023

  This is simply not true we have 3 different attempts to refund this charge and they show declined on each one. We would be happy to supply that proof to the customer. As far as Discover calling us there is no one in our office that received a call from Discover and we have been taking Credit Cards for many years they simply don't call the vendors ever. As far as us calling Discover they will not speak to us they will only speak to the customer. If he hadn't cancelled his card none of this would have happened. He could have simply disputed the charge.

• Initial Complaint

  Date:08/14/2023

  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.

  My complaint about Gainesville Coins of ****, *******, is regarding an online purchase in which items were not shipped even long after payment completion. Order #****** of amount $2,450.91 was placed on 7/16/2003 for a gold bullion and a silver bar. I contacted the seller through E-mail after three weeks. Seller's initial reply was polite but offered a non-credible explanations for the still unbounded delay in fulfillment. They claimed that the unprecedented demand for precious metals is causing such delays industry wide.//However, my first-hand experience indicates otherwise. On the same day when the Gainesville order was placed, I submitted similar orders with multiple other brokers for precious metals. All of them shipped out my orders within two days. Furthermore, some also completed additional, subsequent orders in similar time spans. In short, the claim that online brokers are overwhelmed is not credible.//I understand that there will be variations amongst brokers in their order volume and the time to fulfillment such orders. However, the unbounded delay by Gainesville stands in such ***** contrast to the typical 2-day turn-around times by its peers, making it doubtful that the delay is simply such minor variation. //The business practice of such delay is akin to getting a zero-interest, undefined duration loan from customers, without prior agreement. There was no clear indication before check-out that such unbounded delays would be in the fulfillment process; only the order confirmation E-mail AFTER check-out indicated an estimated 3-week delay after payment. My initial inquiry was AFTER patiently waiting this delay.//My direct interaction with Gainesville Coins has reached a road block, after my second E-mail countered their explanation but went unanswered. I am now requesting assistance from BBB in mediating this matter, with immediate full refund being the preferred resolution.//Thank You for Your Assistance.

  Business Response

  Date: 08/28/2023

  This order was delayed because we had a problem verifying his Credit Card it has since been shipped

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20464749
  
  I am rejecting this response for now because:
  
  The package has not been received and verified, and the cause of delay is inaccurate.
  
  Package Sent but Not Received:
  
  ------------------
  
  I acknowledge receiving a **** tracking number from the merchant on 8/25 showing some package being tendered to ****. However, the tracking status is now in limbo, with no change since 8/26 (*******). The estimated delivery time from ***** (*****) to my address is approximately 1 or 2 business days per ****. Therefore the delivery is now approaching the delayed or even possible loss situation per **** guideline. Should there be an incident during shipping, it is up to the merchant to track and follow through until arrival, replacing if a loss occurs; I will NOT be responsible for the loss. Without verifying the items in hand as ordered, the matter is still NOT resolved. 
  
  
  Cause of Delay:
  
  ------------------
  
  The business claimed in their BBB responpse that "This order was delayed because we had a problem verifying his Credit Card". 
  
  However, here is the intial section of the first e-mail reply from their customer service to me:
  
      ****** <*************************************> Thu, Aug 10, 2023 at 9:57 AM
      To: Chia-***************** <**********************>
  
      Greetings *********************
  
      On behalf of our team, we would like to apologize for the delay in the fulfillment of your order. This delay was due to the recent surge in industry demand,   which has caused extended processing times for all companies in the market.
  
  
  Furthermore, before engaging with their customer service, I verified with my credit-card issuer (Apple Card / ******* *****) on August 7th that Gainesville did charge my card previously. I also saw a hold for the fund placed on the card on 7/16 when monitoring the transaction after purchase.  
  
  
  Expected Next Step
  ------------------
  
  To summarize, I am expecting the merchant to either follow through on the product delivery or issue a refund otherwise.
  
  
  Regards,
  
  Chia-*****************

  Business Response

  Date: 08/31/2023

  I have to disagree with this customer **** many times take longer than 4 days to deliver in the same zip code, the package is actually tracking as delivered to the ******* ******************* as of this AM. We supply a tracking number to all customers so they can track their packages. And as to a lost package with **** it has to be missing for 30 days before they will call it lost. Tampering with the US Mail is a federal offense and is investigated by US Federal Postal Marshals.