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:03/16/2023

  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.

  In January 31 2023 I purchased 10 ounces of gold from this company. I immediately sent them a check in the amount of $19,954.35. Ive received nothing. Their latest excuse is due to covid. This excuse is not acceptable any more. Either is their excuse of unprecedented demand since I ordered it in January. I feel that this companys financial situation is deteriorating. I want my order shipped to me immediately.

  Business Response

  Date: 03/16/2023

  Please see attached copy of ********************** Sales Order what he neglected to mention was when he agreed to the terms and conditions while placing this order he acknowledged that it clearly states this product is delayed until 3/17/23, Today's date is 3/16/2023 We are extremely busy and are working to ship everyone's orders out as quickly as possible. This order will be shipping out this week.
  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19603616
  
  I am rejecting this response because he changed the original from

  March 10 2023 to March 17th 2023 then due to covid as you can see in the above attachment. 
  
  Sincerely,
  
  ***********************

  ps They did ship my order so I received my gold

• Initial Complaint

  Date:03/14/2023

  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.

  For 6 weeks, the vendor has refused to ship an "in-stock item". This is sufficient time to complete the order when 3 +/- weeks was indicated. For Gainesville Coins to maintain the right to an open-ended time of delivery is unreasonable if not fraudulent..................................With order #****** I had, in effect, a contractual agreement with Gainesville Coins for the purchase and delivery of 50 silver Maple Leafs within a specified timeframe. While I've kept to the specified terms and conditions, Gainesville Coins has not - no delivery was made. A request for immediate shipment seems reasonable, otherwise immediately cancel the order and credit my **** account with the sum of $1388.23 in full. Clearly, no additional fees or penalties are warranted.

  Business Response

  Date: 03/27/2023

  We apologize for being delayed with this shipment, but certainly understand this customers frustration. We have cancelled his order and refunded his Credit Card

  Customer Answer

  Date: 03/30/2023

   
  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:03/13/2023

  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.

  Placed an order (#******) on 12/12/2022 for 10 gold bars and **** silver coins. Silver was specified to deliver on 1/17/2023. Gold indicated it was in stock. Check for order was sent and received in less than 5 days. Called roughly weekly after the 1/17 date passed and nothing had shipped. The first 4 weeks I was told each time the holidays and number of orders had caused shipping delays but the products were in stock and would ship next week. A partial shipment including **** silver coins was sent on 2/2/2023. The last 3 weeks the story has changed and Gainesville is claiming they are waiting on all gold products from the mint and they have no idea when they will receive them. However, they continue to take orders for these on their site. It's now been 3 months since my order was placed and there is no indication when our if they are going to complete the order despite payment. I've asked about receiving comparable gold products, but they are claiming all gold products are delayed. The outstanding value of my order exceed $20k. I would like the remainder of my order, but I'm now concerned about receipt given their explanation has changed.

  Business Response

  Date: 03/27/2023

  All products have been shipped and received, some of the products ordered were delayed due to shipping delays others were delivered on time. 

• Initial Complaint

  Date:03/13/2023

  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.

  Ordered 40 silver coins on the 9th of Feb.2023. In their notice on the purchase it states coins will be send out in three weeks. As of today 03/10/2023( 29 days later).I still have not received my coins . Contacted Gainesville Coins and asked about my order they stated it will be 10 business days before they will get the coins to ship. I asked for a refund and they said there would be a 5% forfeiture due to restocking, I informed them that , what restocking fee they don't even have the coins. I was told that was their policy. They violated their 3 week policy that I agreed to.

  Business Response

  Date: 03/27/2023

  ** explained our shipping times to this customer on the phone, he was very abusive to our customer service rep. ** decided to cancel his order and we have refunded his Credit Card in full

• Initial Complaint

  Date:03/10/2023

  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.

  Date of transaction: 12-23-2022 Order #: 49***9 Terms: Order delayed until 1/26/2023 Amount: $19,209.15 Check cleared: 12/28/2022 Complaint: As of 3/9/2023 @ **** order has not shipped - 6 WEEKS OVERDUE As with other complaints Gainesville Coin has not met their contractual obligation to ship an order based on their stated terms. The order in question is an industry standard in-stock item not a special order. The issue at hand is though they state after you place your order there could be shipping delays I accounted for this lag for check clearing and handling the order for shipment. Note a six week delay! I understand at the time the order was placed there were US Mint delays in 2023 products to all retailers. To alleviate any third party blame I chose product designated "Dates of our choice." To compound matters I have placed orders with other retailers and all have been processed and shipped in a timely manner. Even one retailer communicated there would be a brief delay in processing the order. This retailer issued a discount coupon to compensate me for their delay in shipping the order. So based on other retailers in the industry ability to fulfill and ship order, Gainesville Coins should have no excuses for not fulfilling orders in a timely manner. Otherwise if this is Gainesville Coin's business practice to hold money and delay shipments then there is evidence this operation is border-line deceptive.Resolution requested: Immediate shipment of product To resolve this issue I expect Gainesville Coin to ship my order. If Gainesville Coin had any decency they would ship the order for free since they have had use of my plus $19,000 money for almost 10 weeks.

  Business Response

  Date: 03/12/2023

  We explained to this customer that we are doing our very best to ship in a timely manner but supply chain delays are making that difficult in this market. His order has been shipped.

• Initial Complaint

  Date:03/08/2023

  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.

  Gainesville cashed our $14,000 check January 19th and it is now March 8 and we havent heard a word except a form email in response to my emails inquiry as to where our silver was. Their customer service is nonexistent.

  Business Response

  Date: 03/12/2023

  We have not received a call or email from this customer, we are extremely busy and are working hard to get all order out. Again the supply chain is a ****************** that we order today are taking double if not triple the time to receive compared to before the pandemic.This Order should be shipping out this coming week.
  

   

• Initial Complaint

  Date:03/04/2023

  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 order on 12/23/23 and have been calling periodically to check on the status. Each time and customer service representative has told me that it will ship in a two to three weeks. It has now been two months with no resolution.

  Business Response

  Date: 03/12/2023

  We have spoken to this customer multiple times and explained that these products are coming from out of the Country and we do not have control of customs and shipping delays.This order looks to be shipping this week.
  

• Initial Complaint

  Date:02/16/2023

  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 couple of months ago I filed a similar complaint with the BBB of West ******* against Gainesville Coins. Within a few days after contacting the BBB Gainesville Coins shipped the package - thanks for your help. You may ask why I continue to do business with company? I had made two separate orders last year not knowing that I would in this situation. I will never order another item from this company. They have horrible customer service, with only one person that answers questions and no one (managers) to escalate matters to. Current situation: On 11/4/22 I ordered ***oz of silver from GC I was told that the shipment would be delayed until 11/24/22. On 1/9/23 I received a shipping notice that the item was shipped. Two weeks I called the **** in ****, ** where the item was supposably shipped. I called **** in ****, ** and they stated that Gainesville made a shipping label at the Gainesville faculty but never brought the package to **** as the package was never scanned in at the **** ****. *** made several calls to ****** at GC. She stated that she would look into the order but I havent heard back from her. It appears that there are other customers are going through very similar experiences with GC (See reviews on the internet). Please help. Gainesville Coin Order # ***-490740

  Business Response

  Date: 03/02/2023

  ******************** contacted our office in response to an order he placed that was shipped (See Attached Proof from the ***** he explained to us that he hadn't received the package we subsequently investigated that claim with the post office and found out that it was scanned at our post office on 1/9/23 and was sent on to the major hub in ***** and at that point it was never scanned again. We don't appreciate being accused of lying about his package being dropped off at the post office as you can clearly see with the attachment, (#2 directly from the postmaster of the **** *********** the pkg is missing) he couldn't of spoken to anyone there because it clearly shows the package being accepted. We have spoken to this customer numerous times and explained that before we can file a lot package claim the **** requires 30 days pass to supply us with a lost letter. That time frame has passed and we have submitted this lost package to our insurance company who is doing there own investigation. We have explained this to ******************** multiple times.  We will be reshipping his order.
  

• Initial Complaint

  Date:01/24/2023

  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 #****** placed 11/08/2022, paid via Bank Wire. The business has been sitting on the order ever since. I contacted them multiple times via email, phone, and ******** I was given a shipment date of 12/11/2022, then no later than 12/31/2022, then no later than 01/23/2023. Still no shipment by close of business today 01/23/2023... on a purchase of over $5000.The company needs to deliver the product already paid for immediately, as agreed.

  Business Response

  Date: 02/06/2023

  This customers order was delayed due to shipping delays from *********** His order has shipped out.

• Initial Complaint

  Date:01/19/2023

  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.

  ********** Coins ORDER NO. ****** initially said the delivery would take 2-4 weeks, then changed their minds to 4-6 weeks. It has been over 8 weeks or more like 2 months and they still can't tell me when my $17,000+ item will be shipped.Fully Paid by wire 11/22/2022. Wire set up was 11/20/22.

  Business Response

  Date: 01/20/2023

  The product this customer ordered is coming from ***********, unfortunately our shipment was tied up in customs and is late getting to us which has put us behind for these specific gold bars. We are working as fast as possible to get the orders out. We expect them to all be received and shipped by end of next week.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18838549
  
  I am rejecting this response because: It was supposed to be here a month ago and now they're saying they need another 2 weeks? I am not comfortable with them having such a large amount of my money  In cash for so long. Kindly put me on the shipping list.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/06/2023

  We have explained and apologized that our shipments from *********** have been delayed we will get this order out as soon as we receive the product in stock

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18838549
  
  I am rejecting this response because:  This was supposed to be shipped before Christmas, over a month and a half ago!  What are they doing with my $17,000+ that was wired in November?  

  I have asked for a comparable product with the same weight and density and no response.  Just delay over delay.

  The price has gone up since purchase - are they waiting for the price to go down?

  1st call there was a delay in shipment from their North American office.  Then an email waiting for delivery from ***********.  Do I need to get an attorney involved?
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/02/2023

  The Order was shipped and the transaction has been closed