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:12/08/2022

  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 20 Coins on 10/21/2022 paid full and was told they would ship on 11/08/2022 Never received them. Then I filed 1 week later with my credit card company for fraud since they would not ever tell me when I would receive the coins. Then they said since I filed with credit card company you will receive no money back.

  Business Response

  Date: 12/08/2022

  This Customer has called our office numerous times with some pretty serious threats one of which was that he notified his credit card company that the charge for his order was FRAUD Our representative with the credit card processing department advised us not to refund the card! As this would further delay his refund.  We have also had to notify our legal department and lawyers as well as  the authorities regarding his threats.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18540536
  
  I am rejecting this response because: First of all the order was to be shipped on November 8 th per the invoice.  Then I asked when they gave a response as basically never since they could not give another date after numerous emails so I am out of $530. and change no coins were ever shipped and he is refusing to return any money. He cancelled the order. I did file a fraud charge with credit card company.   I just want my money back that is it and I will have nothing to do with this company ever.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/09/2022

  Since this customer already filed a charge-back with his credit card company we cannot do anything further, The credit card processor will debit our account and refund the customers card. According to the credit card processors rules after we have been informed of a charge back we cannot refund the card. We are simply following their rules. Had he not put this charge in charge-back we would have simply refunded the card and we wouldn't be having this discussion.

  Customer Answer

  Date: 12/12/2022

   
  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:12/05/2022

  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.

  Placed an internet order to Gainesville Coins 10/26 /22.Order # ***-490085 in the amount of $8,721.87 E mail received from Gainesville that my check was in their hands.My bank statement shows $8,721.87 paid to Gainesville 0n10/31/22.I sent an Email request for status to ******************** on 11/29/22 -- NO Response.Ist telecom to gainsville on 11/2229/22. Customer Rep. sounded confused and unable to offer any status.2nd telecom on 11/30/22 resulted in information that there is no problem with the order, but their shipping **** has been so very very busy They have the coins and perhaps in one or two weeks, or sooner, coins will ship I am a returning customer and have noticed a decline in prompt shipping and customer service response for information. After reading other customer reviews I am having dark thoughts about this company.

  Business Response

  Date: 12/14/2022

  The product that this customer ordered has been delayed from our supplier, we will be shipping as soon as it arrives expected this week. I don't understand why this customer is concerned since he has been buying from our company since 2013 with no other concerns.

  Customer Answer

  Date: 12/15/2022

   
  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. 

  Had I been informed about the problem with the supplier, I would not have been concerned. My during my last telecom, with ****** on Nov 30, I asked if they did in fact have the product. "Yes, it's a problem with a shipping backlog". Better information from customer support might need some attention by ********************* 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/02/2022

  Type:Order 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 this company back in October. ****** was at a great time to buy so I purchased two separate orders totaling 300 ounces. The first order was charged to my card and remained so for almost ********************************************************************************************************* the cards used in the order, and a utility bill showing my current address (as my ID address was not current). I provided all of this information in a timely manner. I was then informed that a check or bank wire would be needed to process the order, even though my card had been charged for over 25 days upon receiving this request. I contacted the business several times asking for an explanation as to why this decision was made and was not given a clear answer. The fraud department, nor any management, ever responded to my request for an explanation. I was also not given confirmation that my personally identifiable and financial information was destroyed. My orders were canceled without notice.I understand the market is soaring at the present time, but this type of business practice is unacceptable. Customers deserve an explanation for why they are refused service after completing every request asked of them, before a sales contract is voided without clear cause. It challenging to not assume this was a response to the arbitrary nature of the rise in silver demand and the business not being able to produce on orders. I would not recommend this company moving forward until I am issued a response as to why this occurred.

  Business Response

  Date: 12/14/2022

  Due to the high rate of credit card fraud we have a very strict verification process, part of that process is to speak to the bank responsible for that card. In this case the bank would not verify this customers information and our **************** deemed this card as possible fraud. We reached out to the customer and offered him an alternative payment type but he refused.So we had no other option than to cancel his order.
  

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18514137
  
  I am rejecting this response because:

  Gainesville Coin charged my card and held the charge for almost 30 days before refunding me the purchase price. If potential fraud were the concern, then why charge the card before verification?
  

  The company experienced a great influx of BBB complaints beginning in October 2022 which coincides with a spike in the demand for silver. I think this is a fulfillment issue and their way of getting around overselling, or perhaps even canceling contracts due to knowing they could make thousands more selling the same product a month later.

  Thats just my opinion. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2022

  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.

  Purchased $8200 worth of coins from Gainesville coin on 10/1. Check was sent 10/2 and has cleared. Spoke with customer service and they lied about shipping. Check all of their reviews most are fake and the real ones would run the, down their star count to a 2 star company. They are most likely check kiting or doing something illegal. Ive already sent request To ******* ag and will be turning them into icta and cce.

  Business Response

  Date: 12/14/2022

  This customer received their order on December 5, 2011 Doesnt seem to understand Supply chain delays along with weather and Holiday delays.

• Initial Complaint

  Date:11/28/2022

  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.

  Order# ***-489821 I ordered 3 in stock gold coins totaling over $5,700 from a women named ****** on ***** 2022, wired the money the next morning. Due to one of the coins on a shipping delay she said my order won't ship until 10-31-22 which was also stated on the coins website page. That date came and went. Called back and another new ship date of 11-9-22 was given. That date came and went. Called back and once again another new ship date of 11-15-22 was given, that date came and went also. Called back again, mind you each time i called, i waited ***** minutes for somebody to answer the phone. Talked to ****** for the forth time and she gave me another new date of 4-5 weeks, which those weeks also came and went. After questioning her about all the fake or lied to shipping dates and asking to talk to her superior she hung up on me. At what point do i pursue filing charges for wire fraud as i seem to be out of options and thousand of dollars. In 2 days it will be 6 weeks and counting with no faith of ever getting anything other than more lies. If you don't ship my order in the now more than reasonable amount of time then you need to refund every dime i wired to Gainesville coin 6 weeks ago and still counting. Extremely unacceptable business practices, or just plain fraud.

  Business Response

  Date: 12/12/2022

  The Delay was unfortunate but his order was delivered on December 9th Case Closed

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18471473
  
  I am rejecting this response because:
  
  Sincerely,
  ******************************* they they only sent out partial of my order they did not send the full order and as of today I am still missing the rest of it. This company needs to stop making up stories and lying I did receive two out of three items of my order not all of it

  Business Response

  Date: 12/14/2022

  We are not lying his order was sent out in two separate shipments, one was delivered and the other is out for delivery today. We don't have control over the shipping companies.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18471473
  
  I am rejecting this response because: yes you are lying I just called 2 days ago and it hadn't been shipped out yet you just shipped it out and you also wrote in the last comment that the case was closed, case was not closed. Also took eight weeks to get it when I was told on five different occasions five different shipping dates so you guys absolutely do a whole lot of lying. I was also told when I ordered one was on delay and will you ship the two you have in stock and they told me they can't until they get the full order. Then for some dumb reason you did exactly what you said you couldn't do and I received the order today *** two-day shipping so don't blame it on the shipping company cuz you just sent it out two days ago
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/28/2022

  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 of this year I placed a substantial order today I called after not received A response via email. ****** said though its been 28 Business days since they received my payment the order may take two weeks More. However she would not send a email In writing to confirm what she said or Allow me to talk to a supervisor. Nothing about weather was mention for the delay!She did kinda let it slip out that many other People are in my same situation facing delays to receive their orders. I asked for my money back and was told a refund would have a restocking fee though they do not Have any of my order ready for shipment.They would not allow me to pick my order up As she said its not ready. They give the impression one can pay and get their order At there facility. I hope my bad feeling about this company is wrong however I feel very Suspicious about having dealt with them.

  Business Response

  Date: 12/12/2022

  This Customer recieved his order 10 days ago.

• Initial Complaint

  Date:11/22/2022

  Type:Product 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 ordered silver bullion from this company and when I called to find out about my order the individual answering the phone told me they needed yet another 2 weeks to fulfill my order. I was told the coins would be available on the 4th of November to ship. It is now 21st. When I inquired about this the person became outright rude with me to the point of me requesting a refund. I was told it would be 48 hours to complete a refund which is curious because when I placed my order it was taken out of my account almost immediately. I am afraid I may not get my refund without a "restocking" fee which I have seen from others who have left reviews. Nothing but a headache all around. The bullion I was ordering was a gift to family this Thanksgiving. Guess not

  Business Response

  Date: 11/22/2022

  We explained to the customer due to all the weather issues we have had the past 3 weeks we are a little behind. His CC has already been credited.

  Customer Answer

  Date: 11/24/2022

   
  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:11/18/2022

  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 sold a half-ounce ******** gold coin to gainesville coins on 11/10/22. I paid an additional fee to have the money wired to my bank, As of today they have not paid me. They say they will not pay me for ten business days not including holidays. This will delay my payment until almost december. i believe they are keeping my money because of the disagreement with their worker named -****- who was very rude and nasty when I first called to see when my payment would be wired to my bank. They gave the impression that - WITHIN TEN DAYS-payment would be issue. i would not have done business with them if i knew that they would keep my money for a MANDATORY-ten days.. i feel that they are defrauding me by keeping my money and getting interest over the premium i paid them to do business. please have them remit my money to me

  Business Response

  Date: 11/18/2022

  This customer received an email to lock in his sell price (see attached example) to which he agreed to by checking  the box explaining his payment will take **** Business days. We receive many packages from customers everyday wanting to sell their metals. This is a time consuming process to receive, authenticate and test to be sure they are genuine. and then to process the payment this all takes time and he was aware of the time prior to finalizing the sell. 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18433786
  
  I am rejecting this response because: it was not made clear that payment would be held a MANDATORY TEN DAYS.  When read this information suggest that payment would be provided within TEN DAYs..thats why I paid extra to have the payment wired.  The coin reached the establishment on 11/09/22 and the price was locked in on 11/10/22.Counting business days  11/28/22 should be the end of the mandatory ten day period. I wilkl wait and contact the BBB on that day to continue this complaint if necessary.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/22/2022

  This customers check was mailed out yesterday. Case Closed

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18433786
  
  I am rejecting this response because:this contract was changed without my consent. On the original agreement I paid to have the payment wired to my bank but it was issued in the form of a check. I have Informed Delivery by the **** and it does not indicate at this time that any mail has been posted to me from *******. I am not aware of any tracking number issued for this payment and feel this change of issuance is a act of retaliatioin by the company. My payment is now endangered to be lost in the mail or stolen and because of this change by them. Originally all i requested was a speedy transaction but feel that all i received was malice because I dared to question there unclear procedures. May i hold them responsible if my lawful payment does not arrive because they changed the original agreement without my consent?

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

• Initial Complaint

  Date:11/03/2022

  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.

  Order #***-487964 I placed the order on the 21SEP2022 with bank wire transfer of $5.523.45 for a ***gms gold bar.On the 30th Sep, I got an email saying there is a delay and they will be shipping on 11th Oct.However, I did not receive any tracking information on 11OCT2022, upon reaching out the company, they mentioned that there is further delay due to hold-up at customs and they do not have the gold bar with them yet and was given a new date of 28OCT2022. Now, upon reaching out to them on 1st NOV, they are again saying the same thing and once they even said they don't know when they can ship this out. Meaning, this could be a indefinite wait. Upon asking for a refund they mentioned, if i choose to refund I will have to pay them market loss/ re-stocking fees. But, my expectation was to obtain the product I paid for with in a reasonable timeframe.I would still like my goldbar asap or refund me without any charges, if you can't honor the deal.

  Business Response

  Date: 11/18/2022

  See attached Pkg was delivered and he signed for it.

• Initial Complaint

  Date:11/02/2022

  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.

  FRAUD! Items I ordered never shipped. I have tried emailing for over a week, ZERO replies. I have tried calling them for 2 days, each time not a single person answers the phone. I called multiple times each day for over 30 minutes each time.

  Business Response

  Date: 11/02/2022

  This customer started threatening our company through email with a chargeback because we hadnt shipped his order after 4 days. Per our policy we have cancelled his order and refunded his credit card.