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:01/17/2023

  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 guess at this stage I should give Gainsville Coins 2 stars and not one as I have not yet been assured of losing the money I paid to their company for Silver Rounds in November 2022,Payment cleared my bank the 3rd week of November.The order of $534.55 was my first order with the company as a small test before placing any more sizable orders. When I ordered, it was with the understanding that the coins were on would not be shipped until after Dec, 2nd. In hopes the order would arrive before Christmas,I left a voice message in mid December asking to verify the estimated delivery timeline.After 3-4 days with no response from their customer service department I called back and spoke to a gentleman. He said "sorry I was on vacation." He then stated they were behind on processing orders and it would likely not receive my order by Christmas, rather late December or the first week of January. I said OK I understand. Come January 12th I decided to again ask for a timeline on shipping, I spoke to a representative who said she had contacted the shipping manager and I would receive a call back. Now it's January 16th, No called back received from the shipping department or anyone last week. So I called just out of principal at this point. Now I was told my order would ship out in a week or two. So I asked how I could just cancel the order? Surprise! I was told no cancellations are being allowed.I can't imagine anyone placing orders with this company. I have since researched and they seem to have an ongoing history of delayed orders, no response back to customer inquires,incorrect updates on shipping order times etc. I deal with several bullion sellers and I have never had an issue with any before trying Gainsville Coins. I guess I will see if, and when, I ever get my order or refund request processed within the next several weeks. There are plenty of good alternative Bullion Suppliers available. Suggest buyers look elsewhere.

  Business Response

  Date: 01/17/2023

  We apologize but Christmas is a very busy time and we shipped out order as fast as possible we explain to customers that it could take longer than usual due to the Holidays and the extreme demand for precious metals during the time. His Order has been shipped out and will be delivered today, according to tracking.

• Initial Complaint

  Date:01/13/2023

  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 dec 6 2022 I place an order #****** at the time of ordering the product was In stock. So I wire transferred my money the wire cleared. I call to check on my order and then they tell me it may take more than 6 weeks to ship it and they are not going to be able to cancel nor refund my money. Now it is 6 weeks later and they still say they have the item in stock but dont know when they will ship them. I just want my order shipped to me.

  Customer Answer

  Date: 01/13/2023

   
  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.
  

  The issue has been resolved they sent me a tracking number. Just wanted to
  let you know so as to not spend time on this complaint.
  Thanks for all you do
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/06/2023

  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.

  This Company Has my money, ************ was to send my gold coins and silver coins over a month ago I have wired this company the full funds they have requested. There sales , customer staff Hung up on me ***** and **** and ****** . Refused to let me talk to a manager. I have waited for two months for them to give me a sign or email that they are working on my order They have done nothing. They refuse to send me my money . **** aswell.My order Number with them is 102-490672 amount paid was $6,600

  Business Response

  Date: 01/09/2023

  This customer order was shipped,

  Customer Answer

  Date: 01/12/2023

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

  Thank You BBB 

• Initial Complaint

  Date:01/03/2023

  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 have purchased product from Gainesville Coins, ************************************* on 10/21/2022 and paid cash ( Order # ****** ) and they told us that order will come on 3rd week of November ( sales person wrote on the order copy) .Yet I have not received it. I called 3-4 times but one lady pick the phone and ask for order number and every time she tell me that because of hurricane ****** their shipping affected.So, Please help me to get my product.

  Business Response

  Date: 01/09/2023

  This customers order has been ready for pickup in our showroom for weeks with no response to emails.

  Customer Answer

  Date: 01/09/2023

   
  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:01/03/2023

  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 OCT 26th 2022 for $526.65 delay time was stated two weeks on website. Dec 2nd I called company, ************ person stated order was ready and would go out Dec 5th or 6th. Dec 8th I called again, cust service stated order will ship MAYBE this week MAYBE next week not sure. I stated , unacceptable ship or refund they state restocking fee, I state cc company can deal with it if not a full refund. Company decides to cancel order instead of ship, They Blame customer for cancelation , Wont refund or ship coins Order#******, Coin price has gone up over 4$ per coin since order, ( what a coincidence). Deception and confusion is what this company is good at, Excuses and blaming customers for their poor service, The Love of money is why after over 2Mos No Coins and No refund , I have not reported to CC company as of Dec 30Th 2022 But I will if They force me , What choice do I have. I Did'nt want to do this complaint but Nobody should have to deal with this kind of customer service.This company knows no cc chargeback was submitted regardless of their deceptive accusations.

  Business Response

  Date: 01/09/2023

  These orders were cancelled and refunded on 12/3 due to threatening conversations with our fraud department.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18661770
  
  I am rejecting this response because: On 10/26/22  Order#***-490171  for $526.65 I ordered 20 silver rounds , Gainesville Coins has  neglected to ship or refund my purchase.

  NO MORE LIES PLEASE DO THE RIGHT THING,  THIS WILL BE THE LAST REQUEST BEFORE YOU FORCE ME TO DO A CC CHARGEBACK.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/23/2023

  Customers orders have all been cancelled and refunded.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18661770
  
  I am rejecting this response because: ************ lies about  EVERYTHING,  I filed a charge back with my cc company on 1/18/23 for the refund that they refused to pay, This is the worst company I have ever dealt with.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2023

  We are not lying all ******************** orders have been cancelled and refunded either to his credit card or by check. Case Closed on our end

• Initial Complaint

  Date:12/29/2022

  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 October 21st 2022 I ordered 4 gold bars order #***-489943. At that time I was told that the product was in stock ad would be shipped within 2 to 4 weeks. We have not received our order and cannot get answers as to when it will be shipped. I spoke to Gainesville Coin late November and was told that they were behind and it would be another 2 weeks. I called mid December and they said they would contact shipping to try to expedite our order. I called yesterday December 28th and was told maybe the 1st or second week in January. I asked to speak to a manager and was told I would have to email my complaint. I did that and was notified by ****** that they would except the email. What do you do to get merchandise that you paid for 2 months ago?

  Business Response

  Date: 01/09/2023

  This order is in our shipping department and should be going out this week.

• Initial Complaint

  Date:12/27/2022

  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.

  So I have recently looked through a lot of these recent complaints, and it appears to be a very common one among all my fellow customers, very delayed shipping with no communication.I placed an order for 4 gold coins on Nov 4, 2022 Order 100-490738. They quickly confirm the order (the coins were and still are in stock) and send an email for bank wire information with a strict deadline of 48 hours to do so,. Wire confirmations and receipts were sent automatically via email, however none of them state any details about delivery dates or delays (I have read and re-read them multiple times).I waited a couple weeks with no updates, checking my order via their website to see if there had been any progress. All it says is "not yet shipped". So I called the customer service line and asked about my order and when it may ship. The lady was very nice, however, the only information she could give me was the details I could see on the website, that I had indeed placed an order on the date I said and that I paid the amount I paid. It was at this time that I discovered the shipping times (4-6 weeks!). Nowhere on the website or in any emails or order confirmations does it say a single word about the time to ship. All they have is a note about Covid affecting shipping times, no other details given. I have seen in the business's previous responses that it is clearly posted on their site. It is absolutely not. I have scoured the site looking for this timeline of delay, and there is nothing but the Covid note that reads (direct copy/paste from the site) "Due to unprecedented demand along with the fluid situation as it relates to COVID-19, all orders may have further extended delays which are past our normal processing time and any already stated product delay dates." The item post also does not explain any earliest ship dates for my item, nor any other details about delays. I have called, but the only response I get is shipping takes 4-6 weeks. It has been 7 and still not shipped.

  Business Response

  Date: 01/09/2023

  This customers order was shipped out 3rd week of December and received.

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18629422
  
  I am rejecting this response because: The order was not shipped the 3rd week of December. It was shipped the 4th week of December, 12/28. This is 8 weeks after the order was placed. The company does not have any indication on their website, or when the order is made/confirmed that shipping will take that long. If you call customer service, they give the same generic response over and over of "4-6 weeks" even if it is week 4 or week 7. They give no details on when your order might actually ship. They ignore calls and emails and you never know if you will get your items or not. They never redirect you to a manager or anyone else for assistance. They just constantly reply with "you will receive tracking once your order ships." That's it. Worst customer service, slowest shipping times BY FAR. No communication, no warnings or information. 

  In addition, I ordered the "random date" coins. Prior to placing my order, I called their customer service to inquire about the chances of getting dates that were different or that were not the "restrike" dates of the particular coin. I was assured that at least 60% of the coins are of different dates. I ordered 4 of them, and they were all the same. Just a lot of misleading and lack of communication by this company. Will never do business again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/27/2022

  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.

  In the last week of Oct. 2022, I was shopping the internet for the best value on silver coins. I did not know anything about this company, so I decided to make a small order to see how it was handled. I ended up talking to them on the phone and ordered 15 silver coins and mailed them a check for $362.45, which they had quoted, on 1 Nov. The check was cashed on 4 Nov. They had told me the check would be held for 10 business days till it cleared. They sent an email notifying me that they had received the check and applied it to the order. The order number is 102-490211. I checked my account and the money had been paid out. They also told me the coins would not be available until after 16 Nov. These dates passed and I called them several times to find out why they had not filled the order. Each time I was told that it would certainly be shipped within a week or two. I looked on their web site and couldn't find any reference to my order number which had been referenced on the receipt notice. On one of my calls the agent responded to my question about not having my order on the web site as a recent order. He said it was because the order had been placed over the phone and not the web site. That was when I realized that it had all been planned, and they knew I would not be hiring a lawyer to go to court because of the small amount of the order. This was verified to me on a later call to try to get my product and the agent said "so what can you do about it?"

  Business Response

  Date: 01/09/2023

  This customer received his order on 12/29 We explained numerous times that we were delayed due to the holidays.

• Initial Complaint

  Date:12/22/2022

  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 Rounds on 25 Oct 22. When I ordered the business noted they wouldn't ship until 11 Nov 22. Today is 22 Dec 22. Have called several times asking where the Rounds are. First response was -- Shipping is delayed 4 Weeks now. 4 weeks passed, then it went to 4-6 Weeks. Then to 4-6 weeks in business days, whatever that means. Person who answered yesterday acknowledged a 38 day delay and said she would try to expedite my shipment. Feels like they have no incentive to ship the product now, that the spot price is slightly more that I paid for the item. Frustrated.

  Business Response

  Date: 01/09/2023

  This order was sitting at the customers post office it was picked up on 12/29

  Customer Answer

  Date: 01/10/2023

   
  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.

  However, buyer beware -- Lag time for delivery is not clearly stated.

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

• Initial Complaint

  Date:12/19/2022

  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 two orders for silver rounds with a ship date of mid-November. *** called several times to inquire about the shipment and not only does it take hours to reach a live person, once I talked to a representative, they tell me that my order is in the shipping department, ready for shipment. Im also told that there is only one person answering phones. Based on the issues getting out product, they continue to take new orders and I still have not received my order. There are several ****** reviews with the same issue that Im having.

  Business Response

  Date: 01/09/2023

  This customer has received one of his 2 orders and the second order is in our shipping department ready to be shipped we have been very busy and short handed throughout the holidays.