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:07/07/2023

  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.

  On 06/09/2023 I sold silver to the Gainesville Coins at their showroom in Lutz Florida. I received a contract (please see attached) stating that the payment would be processed with 7 to 10 business days.
  I have not received payment as of today 07/07/2023.
  I have contacted Gainesville Coins seven times via telephone to get a solution.
  No one could give me a reason as to why this has not been paid.
  My last telephone contact was on 07/06/2023.

  Business Response

  Date: 07/07/2023

  Our phone system only shows Mr. Hopkins calling in twice both times on 7/5/23 asking about his payment, our accountant was on vacation until 7/6/23 at which time we brought it to her attention, she then tried calling him to apologize for being late and explain that she had been out sick from the previous week but his number was not in service. He has now given us the correct phone number and his check went out yesterday. I wish everyone would have a little patience!

• Initial Complaint

  Date:07/05/2023

  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 placed an order (#******) with Gainesville coins on 5/9/23. My check was cashed on 5/15/23 with the understanding that product would not be available until 6/13/23. Since then I have called the company at least 3 times, and have been told that they would be shipped the following week. It has been 3 weeks now. They even said they would change shippers to expedite the shipping process but still has not been invoiced, shipped and delivered. I have been placated and pacified with no action, and enough is enough. I am beginning to become concerned if they are still a reputable business. I expect delivery by the end of this week 7/7/23. i was told by ****** from Gainesville Coins that my order was in place (physically there) and that shipping was a little bit behind a couple of weeks ago.

  Business Response

  Date: 07/12/2023

  We have filled this order and shipped after working with this customer

• Initial Complaint

  Date:06/30/2023

  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 never had a problem with GainesvilleCoins before this time. They usually ship my items out within 1 month to 5 weeks at most. This time I ordered 160oz of silver ******************************* 20oz x8 different designs on 4/26/2023 order #******. So I went on and place 2 more orders for the same amount of silver & more other and also repeating designs on 5/11/2023 order #******, and the last order was placed on 5/15/2023 order #******. All orders was expected to be shipped in the second week of June as I also come up with a plan for my business when the shipments come, and they were never shipped. I called GainesvilleCoins to ask and they always responded quick with the same answer that The orders will be shipped out sometime this week. And it has been 2 weeks since the first phone call I made to them. My business and credibility is being hurt badly for this delay. Please help speeding up my orders shipment as soon as possible to I can start to restore the smooth running time with my business again. I do not ask for anything more. As a start up, we cannot stand another month of not having goods to sell, and the silver price has decreased so much since the promised deliver estimation. I can stand my ground, but this hardship for buyers should not happen if GainesvilleCoins provides the more careful service. Thank you.

  Business Response

  Date: 06/30/2023

  We have experienced delays from some of our distributors and mints this past month the customer should have  called the office and spoke with our Supervisor in the fulfillment department to discuss his shipments I am sure we can accommodate him. I will forward his contact information on and we will be in touch. We always support or customers in every way possible

• Initial Complaint

  Date:06/30/2023

  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.

  {May 29, 2023 - I placed and order for Silver Bullion and paid with a credit card. I received a confirmation email of my order from Gainesville Coins. The email indicated that the order would ship in approximately 3 weeks on June 19, 2023.} {May 30, 2023 - The payment cleared my bank account.} {June 20, 2023 - I have not received any correspondence from Gainesville Coins about a delay or shipment. I sent an email asking for the status of the order.} {June 21, 2023 - Receiving no reply to my email, I called Gainesville Coins. I was told there was a 2 week delay and that they sent me an email explaining the delay. I told them I never received an email and asked them to send me the email again. I still have never received an email updating my order. I also noted there was nothing in my spam.} {June 29, 2023 - I called Gainesville Coins again and asked when my order would ship. I was told that my order was in the que. I asked if the item was even in stock. I was told that there was no way for them to check their stock. I was told that my order could ship in 1 day, 1 week, or 2 weeks. There's no way for them to know. They are extremely backed up in shipping out orders. I asked them to cancel my order. I was told that they aren't accepting cancellations right now.} ************ is still taking orders on-line for these silver bars and still indicating that they will ship them in 3 weeks. I believe that they are cash strapped and are using customer's money to settle previous debts. They don't answer emails and give you the run around when you call.

  Business Response

  Date: 06/30/2023

  After receiving the inquiry about the shipping for this order we explained to the customer it was in shipping and being processed to go out. Our dates that we quote are approximate dates we have cancelled this order and the funds have been returned to the customers credit card. 

  Customer Answer

  Date: 07/05/2023

  In regards to Gainesville Coin's comment:  If my order was  "in shipping," why didn't they just ship my order instead of issuing me a refund?
  

  The refund was received.  It's unfortunate I had to contact the BBB to get this resolved!!!

• Initial Complaint

  Date:06/29/2023

  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 placed an order with Gainesville ******** back the middle of May 2023. I was originally told delivery would be the 1 st week of June. I have been emailing to check on delivery 2 or 3 times a week. i phoned once and put on hold then hung up on. I called on 6/28/2023 and was told that there was no information on when to expect delivery and that my order was too far into the que for cancellation when I inquired about a refund. If they are not going to deliver my order, I request a total refund of $2,208.13.

  Business Response

  Date: 07/12/2023

  Customers Order was cancelled and Credit card was refunded

  Customer Answer

  Date: 07/13/2023

   
  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:06/27/2023

  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 and order based on price and stated lead time 5-11-23 Gainesville has failed to deliver on that stated order to this date 6-27-23 Item was stated to be in stock 5-30-23 and ship as soon as possible.Today they can not answer questions, continue to lie about the status and will not issue a refund. We will be contacting an attorney to pursue this additionally due to the dollar amount.

  Business Response

  Date: 07/10/2023

  We explained to this customer multiple times that we were experiencing delays due to delays at the mint that produces these products, beyond our control we had paid for them when his funds cleared. The order was fully shipped out on June 27, 2023 and delivered and signed for on July 5, 2023

   

• Initial Complaint

  Date:06/27/2023

  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 gold and silver coins on two occasions 1-week apart in the middle and end of May. Delivery was expected on 6/11/2023 and 6/25/2023. I spoke with them a second time this morning and I believe this is not Gainesville Coins but an answering service who cannot provide any real updates. ******, the representative spoke of shipping delays and first come first serve delivery but could not tell me where I was in this line? On the first call she spoke of delays due to the number of insured coins the **** would allow them to ship. I asked for the order to be cancelled then she told me do to the terms of service if I canceled the order, I would not be able to deal with Gainesville Coins again, I took this as threat! I believe the company is selling coins that don't own or physically have. I was informed it will take 48 to send and process the cancelation and 48 hours to credit my credit card account, honestly, I am not holding my breath. I will contact the Florid AG and the Securities and ******************* next. Thank You for any help or advice you can give!******************************* **********

  Business Response

  Date: 07/10/2023

  I cannot find this customer anywhere in our database. I do not have anyone with that last name or email or address matching this person.

  If he can supply me with a sales order or exact date he placed the order I can look further.
  

• Initial Complaint

  Date:06/23/2023

  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 have waited long enough for my order. I want to cancel and refund my money without the scam of charging me over ******* to do so. My account with them is ********** paid them ******** for 300 ounces of silver bullion. ITEMS IN YOUR ORDER QtySKUProduct NameUnit PriceTotal 100ROUNDS201 oz Silver Round | ****** ************* (**** Pure) - ***** Mint - delayed until [6/6/2023]$28.84$2,884.00 100ROUNDS221 oz Walking Liberty Silver Round (New) **** Pure - ***** Mint - delayed until [6/6/2023]$28.84$2,884.00 100DD00959Buffalo 1 oz Silver Round (**** Pure) - delayed until [6/6/2023]...I ordered this MAY 4TH ORDER NO. ****** Billing Information:*************************** ***************************************************** Phone: **********/ cell#********** Email: **************************** Shipping Information:*************************** ************************************************************ ** Shipping Method:UPS Ground Total Amount Due By Check: $******** Your credit card has only been authorized $431.60 for the 5% deposit required for check payments. This authorization will be voided and the funds returned to your card once we have received your check for the full order amount of $******** and the check clears a 10 business day hold.

  Business Response

  Date: 06/23/2023

  We have reached out numerous times to this customer explaining about the shipping times. Hi order was shipped out today

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20228099
  
  I am rejecting this response because:it is a lie told. I was notified on 6/23 in a email that I was to receive a PARTIAL SHIPMENT  from them saying they couldn't ship it all at one time because of a MONETARY AMOUNT ********.  The order is scheduled for delivery sometime today from UPS...

  
  Shipping Confirmation
  
  
  
  Dear *************************** ,
  
  Thank you for placing an order on GainesvilleCoins.com. We are happy to inform you that order #***-498825 has started shipping and your tracking number is below. Due to the value, your order will be sent in multiple shipments and you will receive a separate tracking number for each shipment.
  We thank you again for your business.
  
  Order Number: ***-498825
  Order Date: 5/4/23
  Shipped Date: 6/23/23
  Tracking Number: Package 1: 1Z905VF64294784885

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

  Business Response

  Date: 06/28/2023

  Our insurance company has very strict rules on values being shipped and recently there has been a lot of stolen packages with all shipping companies. Our insurance company has implemented stricter rules regarding high value packages and packages going to specific zip codes. I am sorry this customer is unhappy with our shipping methods but we are bound by the terms of our insurance policy. It was apparent this customer wasn't understanding our explanation even though we reiterated it to him multiple times over the phone.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20228099
  
  I am rejecting this response because: it's a little untrue.  I RECEIVED  my shipment yesterday and inside the package was a letter written by **** stating that he was sorry for the delay and having 40 MORGAN ******* COINS short but he stated that he would ship the REMAINING 40 coins NEXT WEEK. I CAN LIVE WITH THAT AND WILL AWAIT NOTIFICATION OF SHIPPING TO ME.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/22/2023

  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 ordered 500 silver rounds that were in stock on 5/02/23 for the amount of $13,796.46 paid by bank wire. The waiting period was 4-6 weeks. It is 6/22/23, over 7 weeks later and ****, to whom I spoke to last, said it may be another week, week and a half due to insurance issues. That is not my problem, it is theirs. I purchased more from ******************* since and received my order/s within a week. It appears they are floating my money too long, and I want a full refund. I asked for one via e-mail, but **** said I had to call. I just did and had to leave a voice recording even though it is after 9 and they are open. **** is not the 1st or only person I have spoke with about this or left messages with. I Am A disabled senior citizen with a fixed income investing in precious metals. I have NEVER had a problem with other companies, nothing like this run a round has ever happened with other companies as big or larger than gainsville coin. I even offered to drive there and pick up my order, I was told I could not. There is nothing else I can do so I am reaching out to you for help in a full refund as they are not abiding by the "contract" we are engaged in. I did my due diligence and wired them the money. In hindsight, I should have used a credit card instead, as my cc companies would make sure I got my money back. I am hoping you can so I do not have to stress more or get mentally or physically worse due to their lack of completing this transaction. I do not want the coins anymore, I do not want to do business with them anymore, I just want what's mine back. They have had more than the promised time to fulfill their obligation and have not. obliged,*********************

  Business Response

  Date: 06/22/2023

  We have made multiple attempts to reach this customer and have spoke to him regarding the shipping time for his order, and explained we upgraded his shipping with no cost to him.  he was very understanding about it last week. His order is in shipping being processed and was due to go out yesterday but he called our customer service department and told them that he changed his mind he no longer wants the order (probably because the market has gone down) and that he will not accept the package if it is sent to him. Unfortunately we will not allow this customer to place anymore order with our company and his money has been returned.

  Customer Answer

  Date: 06/22/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20220197
  
  I am rejecting this response because:

   I opened this complaint and you and Gainsville coin acted upon it very quickly. I was given the option of accepting their offer of refunding me in full or not. Of course I chose to be refunded.  They sent me an email that I would be refunded, but they do not say how. I responded back, but have not heard from them.  I have not been refunded my $13,796.45 as promised, and they have not told me how I would be refunded.  I sent a cashier's check so they cannot credit a cc. back.  I have not been refunded and not informed how I would be.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/05/2023

  Mr ******** refund check was mailed the same day he asked us to cancel his order and according to my bank it has been cashed. 

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  Placed two orders, one on 4/14/23 and one on 4/17/23 each for a one once American Eagle Gold coin and as of today (6/19/23) still have not received them. I have made numerous calls and the lady that answers is always very nice but she obviously has no control. Her usual answer is that they should ship out next week which doesn't happen. In an email from her she says the problem is a surge in industry demand, yet I have ordered the exact same coins from a competitor since I ordered these and received those weeks ago. What really gets me is they still have as being "in stock" and available for sale these exact coins. Shouldn't they stop selling the coin until they get the ones already sold out the door. As a CPA this looks suspiciously like the "robbing ***** to pay ****" companies in financial trouble engage in right before they take bankruptcy.

  Business Response

  Date: 06/20/2023

  Customers orders have shipped.

  Customer Answer

  Date: 06/20/2023

   
  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,
  
  ***********************