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:06/12/2023

  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 1oz American Eagle Gold Coin and Roll of 20 Silver Eagles, paid promptly, waited for release of Gold coin, no shipment after a week of release of the coins. I contacted company was told it would release soon so I waited again. After no shipment update I called and was told it would be shipped last week and still no update. Contacted multiple time but no answer. Left message with ***** and no answer. I would like to receive my coins; order #******.

  Business Response

  Date: 06/26/2023

  Order shipped and received over 2 weeks ago **** reached out multiple times to the customer with no reply

• Initial Complaint

  Date:06/06/2023

  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 a order on 04/18/33 #*******. My check for $417.88 was cashed on 04/26/23. As of today I've yet to receive my order. I've emailed the company 05/21/23and was told by **** all metal companies are having problems fulfilling orders due to high demand. Please note I've ordered from APMEX 04/13/23 and received my shipment 05/10/23. I again reached out by email on 05/24/23 to clarify expected shipment and received no response. I again reached out 06/01/23 and again although they claim they'll respond within 48 hours I've not heard from them. After the fact I looked into this company and have seen numerous issues with fulfilling their obligation. This company should be prohibited from accepting further orders until they fulfill their previous orders.

  Business Response

  Date: 06/20/2023

  We spoke to this customer and explained our delays due to one of the mints being very backed up she has received her order earlier this month. 

• Initial Complaint

  Date:05/31/2023

  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.

  On April 10 2023 I placed an order for gold and silver. The money for the order was wired to the company the same day the order was placed. When I placed the order it stated that the silver was delayed until 5/3 and the gold was delayed until 5/16. On 5/19 I called to see when it would ship out and was told Monday 5/22 and Wednesday at the latest. On Wednesday I called and was told it was in the fulfillment center and that they were waiting on one of the silver products and the gold. On Monday 5/29 I sent an email asking when it would be shipped, the response stated that they were sorry for the inconvenience and that they were delayed. It has been almost 3 weeks since the last part of the order was suppose to be delayed and I have not received any communication from the company about my order as to when it will ship out.

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I received a call from the company and shipped my order the next day 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/30/2023

  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 placed an order for 520, 2023 silver American Eagle coins on March 31, 2023, order number 100-496785. I wired the money to Gainesville coins and they acknowledged receiving funds. The delivery date was suppose to be the week of April 26th. Ive called 3 times since and the representative could not tell me when they would ship or why they havent shipped. I also sent 2 emails asking what is going on, but did not get a reply.Please help me get the product I ordered.Thanks

  Business Response

  Date: 05/30/2023

  We did have some unexpected delays from the ** Mint that produces the coins this customer purchased. We will be getting his order filled this week

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20119686
  
  I am rejecting this response because: Gainesville Coins did not send my order last week as they promised. They told the BBB and me that they would send it but I have not heard from them as of today, June 6th.  If Gainesville coins has truly not received any Silver American eagles from the US mint since April 26th, I would understand their delay. Im really not unreasonable. But they have been advertising these coins since I placed my order March 31st and many other retailers have had them available during this time ( APMEX and SDBullion). Im frustrated by the lack of any updates from Gainesville Coins on the status of my order.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2023

  This order was shipped out 3 weeks ago and has been received. The ** Mint has had numerous delays to their distributors which in turn have to be shipped to the sellers so there has been a lot of delays on the Silver Eagles just because someone has it on their site does not mean they have an unlimited supply in stock. We all have to constantly receive the product from the US Mint Distributors of which there are very few. Case Closed

• Initial Complaint

  Date:05/26/2023

  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.

  Place order on 4/28/23, number ****** with the expectation that the item was in stock and would be shipped with a no more than 3 week delay. After numerous calls to Gainesville, they have not been able to provide a firm shipping date nor provide any validation that the item is even in stock.A Call on 5/25/2023 the agent stated shipping would be in another two weeks and when I asked them to confirm that in writing they refused. I stated that it is not reasonable to continue to provide "future" shipping dates and that if Gainesville is unable to fulfill the order they should just cancel it and provide a full refund. The agent stated they could only provide me the information they had that there would be another 2 week delay to ship.This would mean that my order MAY ship in 6 weeks from the time it was placed. Under no circumstances did Gainesville ***** themselves the right to infinitely delay fulfillment of the order in their own terms of service and I certainty haven't either. At no time has Gainesville notified me in writing of any problems or issued in fulfilling this order.My expectation is they fulfill the order NOW and without further delay. If they REALLY have the product they should be able to ship it or offer it to be picked up without delay, something I would be willing to do. The Uniform Commercial Code sets the expectation for reasonable delivery which Gainesville has failed in this case.Gainesville should do the right thing and deliver this order to me.

  Business Response

  Date: 06/08/2023

  This customer was told the order would take 5 weeks to be shipped, these coins come from the ******* Royal Mint and always have delays, he logged into his account 60 times to check on his order and called,  we explained the delay multiple times. As of today he has his order. Case Closed

• Initial Complaint

  Date:05/24/2023

  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.

  Order # ****** I ordered 8 Silver Buffalo Rounds on 1/15/23. The order wasnt to ship until 3/6/23. The order actually shipped late, which was not a problem. When I finally received an email about the shipment, I tracked the order right away. I Tracked every day until I realized the order was not going to get to me because it was lost. When I called Gainesville Coin they told me that I should call the post office. When I did they told me that I was not going to receive it. Gainesville Coin then would not return my emails or calls. My emails constantly bounced back. I got a couple calls finally from **** and ******, both telling me to fill out a form and go to the post office. The post office couldnt do anything for me because I was not the shipper. 4-1/2 months later I receive a phone call telling me that they sent me an email, which asked stated: Gainesville Coins' Insurance Policy Requires you do the following:1.File a police report with your local jurisdiction. Please forward report to ****** 2.Visit your local *********** in person and file a lost package report. Please forward report to ****** 3.Agree to cooperate with Gainesville Coins, its insurance carrier, postal inspectors and local and federal investigative bodies.4.In the event the package is determined missing, lost or stolen, you must agree to sign the attached legal affidavit that you have not received this package. Some cases may require a notarized signature. Please forward the completed, signed document to ****** It takes a minimum of 30 days for **** to investigate the case and determine if your package is lost.When I asked to talk to a supervisor, I was told no and I was also denied the owners contact. To date I have spent money for an investment, and I am expected to take off work and do the work of the company I purchased product from. I will never buy from these thieves again!

  Business Response

  Date: 05/25/2023

  Our insurance company is very specific on the requirements to process claims sent to them, the shipping companies will not verify a package lost until 30 days has passed, this customer delayed in sending ** the documents needed to process a lost package claim with our insurance company this is what is holding ** his re shipment. We are doing our very best to accommodate him. As of today his replacement coins have shipped to him.

• Initial Complaint

  Date:05/19/2023

  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.

  Ordered 20 Silver Eagles and 20 Silver Rounds all labeled "In Stock" for a total of $1,347.03 on April 4, 2023. Order number #****** During checkout I was informed the delivery date would be May 3, 2023. I was pleasantly surprised when the confirmation email stated Coins would be delivered 3 weeks after fund clearance.. Funds cleared AMEX April 6, 2023. Contacted via email on May 3, 2023, 4 weeks after funds clearance, and the date promised at checkout, inquiring as to status of order. Response was in short, as stated at checkout your order was not promised until May 3. Both coins have been advertised as "In Stock" at least 3 different times I have checked their site. As of May 19, 2023 Order is still listed as "Order Received". No response yet to e-mail sent earlier on date of this complaint.

  Business Response

  Date: 05/25/2023

  Product was delayed shipping from the US Mint we apologized but it was out of our control. Shipment is going out today

  Customer Answer

  Date: 06/01/2023

  
  
  Better Business Bureau:
  
  
  It must be noted that after multiple emails, and the value of the product increasing 15%, the company representative attempted to get me to cancel the order. This leaves the impression that they delay delivery hoping for the price to drop, or that I would cancel when the price increases. Sad that the delivery took involvement from the BBB to be resolved.

  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:05/12/2023

  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 NO. ****** PLACED : MON. 4/3/2023 BANK WIRE RECEIVED : MON. 4/3/2023 TOTAL AMOUNT OF ORDER : $ ******** LAST FOLLOW-UP ON SHIPMENT STATUS - NOT SHIPPED YET.Order stated shipment would be approx. 3 weeks after payment cleared. Payment cleared that afternoon 4/3/23. Called to inquire about order Sorry for this, that, & the other Order will ship next week. (3 weeks ago) NO SHIPMENT YET !When I spoke with a company representative, I was simply given the old sage youll get it, when we get it. I dont believe this company should be allowed to continue selling products on the internet, if they cant fulfill their existing orders. Perhaps you could assist me in following up with this company and helping me to procure this order. I do believe that you will have more weight behind you then I could here in the State of ******. Thank you for your assistance in this matter. ***************************

  Business Response

  Date: 05/25/2023

  This customers order was shipped over 10 days ago and the post office has attempted delivery twice, there was no one they to receive it. They have left multiple notices for the customer and it remains sitting at his post office.

  We have done everything in our power to deliver his order it is up to him to pick it up.
  

• Initial Complaint

  Date:05/11/2023

  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.

  I purchased (9) ounces of silver on 2/27/23 for a total of $251.17 and the estimated delivery date was 3/24/23. After waiting until 4/6/23 I called and spoke to a woman who said it was very busy and it is generally 6-8 weeks before they are able ship orders. She told me she would contact the shipping department and try to get the order shipped soon. It is now 5/10/23 and the order has not been shipped out yet. I emailed them this morning and haven't heard back from them. This is my forth order I have placed with them but the first time I haven't received my items in a reasonable period of time.

  Business Response

  Date: 05/11/2023

  Order has been shipped the specific coin that was ordered was delayed due to ******** having a problem with this specific design.

   

  Customer Answer

  Date: 05/15/2023

   
  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:05/05/2023

  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.

  Purchased two silver bars April 4 2023 after waiting contacted the company Gainesville Coin April 12th 2023 I was told it would be shipped as **** -23 I cancelled the order no refund to my debit card there not answering my email or phone call I have numerous times of contacting the issue is not resolved your help in this matter would be greatly appreciated

  Business Response

  Date: 05/18/2023

  This order was cancelled per the customers request and the ***** was refunded to his card on 4/28

  Customer Answer

  Date: 05/18/2023

   
  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.

  Yes they finally refunded me the money thank you
  
  Sincerely,
  
  *****************************