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:10/31/2022

  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.

  Received a new BUSINESS phone last month. from the day it was turned on I have received dozens of text messages from Gainesville Coins from dozens of different numbers. Far to many to block. I have sent a couple of emails requesting that they stop texting a business number to no response.

  Business Response

  Date: 11/01/2022

  We have researched this complaint and found we have no record of this person being a customer of **********************, but that their phone number did match a previous customer who signed up for every notification that we provide and asked for a text update daily This explains why the gentleman was receiving text messages from our company. We have no way of knowing that the phone has a new owner. These text messages do not come from multiple numbers only one number so if he is getting them from multiple numbers it would be someone phishing our messages. This person should have called our office we would have been happy to research the problem for him. We didn't see any emails from him. This phone number has been deleted out of our system.

  Customer Answer

  Date: 11/02/2022

   
  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:10/28/2022

  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.

  Placed an order for 10 ounces of gold on 9/23/22 for a total price of $17,410.65 including shipping charges. Mailed the check right away and they acknowledged receipt on 9/27/22. It cleared my bank on 9/28/22. They said they had to wait for it to clear and that it cleared on 10/12/22. I phoned 10/20/22 and spoke with ***. She was very polite and handled the phone call professionally, but she said they were experiencing delays because of overwhelming orders. I did ask if I could cancel and get a full refund and she said yes, no problem. These phone calls are recorded. Then today, 10/27/22, I phoned again and said I wanted to cancel my order. The clerk said there would be a 5% restocking fee. I got extremely angry and asked to speak with her manager. I did not get her name, but wish I would have. She said I had no reason to yell. She said that I had checked a box agreeing to pay a 5% restocking fee which made me so mad, because I never received anything to have to pay a restocking fee. So I calmly asked again to speak with her manager and was put on hold. Within a few seconds, I received an email from Gainesville Coins confirming my cancellation and charging me a restocking fee of 5% in the amount of $868.46. I held on for a while and realized no one was going to answer my call. This company should not have an A+ rating with BBB. How can I be charged a restocking fee when they don't even have the gold coins yet. And now their site says they should be shipping starting 11/11/22. And I've been checking their site and they keep moving the date out further. I just want a FULL REFUND! I am not being unreasonable. I want my money back for something I never received. I just wish I had checked the BBB rating and read all the complaints before placing an order with such a disreputable company. Buyers beware!!!!!!

  Business Response

  Date: 11/11/2022

  Customer wanted to cancel her order because the metals went down, we cancelled it and refunded her money

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18246573
  
  I am rejecting this response because: They are not being honest.  They did give me a full refund (which I deserved).  But I want to make it clear that I did not ask for a refund because the price of gold went down.  In fact, just the opposite -- the price was up.  I wanted a refund because I was fearful I was never going to actually get the gold I ordered.  It had been over a month and their site kept pushing the date back for when the coins would actually be available.  I have ordered from other vendors and received the coins within a reasonable amount of time.  I believe Gainesville is selling gold that they don't actually have.  I am thankful that I did receive a full refund and will NEVER trust them again. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/27/2022

  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.

  Ordered gold coins that were in stock, according to sales representative on 10/10/22. Coins were to be mailed on 10/21/22 with a tracking number emailed to me by 10/19/22. I called them on 10/20/22 to ask about shipping, representative was very rude and said they were delayed and she was unsure of the reason. I Called again on 10/24/22 and she stated that there was an additional 3 week delay. She could not tell me why. I asked about cancelling the order for a refund. She said if I canceled it would look suspicious and I would be charged a cancelation fee. My account still states a shipping date of 10/21/22, they have not updated it nor contacted me regarding my purchase. If I had not called them numerous times I would not know what was going on. I feel uncomfortable having paid for my items and them not providing me with any information.They provide no communication, offer no solution. Very unprofessional. I want a full refund with no fees. This is poor business.

  Business Response

  Date: 11/11/2022

  Our fraud department was concerned about this charge and the customer was threatening charge back and ******************** Complaints so her order was cancelled and funds were refunded to her Credit Card

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18321377
  
  I am rejecting this response because:

   

  We purchased coins on 10/10/22, credit card cleared on 10/15/22. We contacted Gainesville Coins multiple times trying to get a delivery, date, tracking number, or some information.  After 26 days with no response, I disputed the charge on my credit card and filed a complaint with BBB.  As of today, 11/14,22, I still have not received any communication from Gainesville Coins. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/29/2022

  Our **************** flagged this sale as possible credit card fraud we refunded the card and cancelled the order.

  Customer Answer

  Date: 11/30/2022

  Complaint: 18321377

  
  

  I am rejecting this response because they confirmed my credit card. They used this as an excuse for holding my funds and not full filling my order.  

  They never would answer my emails or return my phone calls. I refuse to be blamed for there poor business skills.

   

   

  Sincerely,

  
  

  *********************************

  
  

  
  

  
  

• Initial Complaint

  Date:10/21/2022

  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 placed an order for a gold bar on September 16. Order number 100-487747. They asked me to send a check only no credit cards. Its been over ***************************************************************************** excuse after excuse. I would like to have a full refund. I cant seem to get anybody to give me a straight answer.

  Business Response

  Date: 10/21/2022

  Our Normal shipping time on all orders is approximately 3 weeks this order is barely 4 weeks old and during the time after we received his check we were on Hurricane Alert and had to prepare to keep our business and customers coins safe from harm, preparing for a Hurricanes direct hit (which is what was predicted) took days to prepare for, after we were luckily not hit we were closed and without power for 3 days. This caused our normal shipping time to experience delays. This customers shipment is already completed and going out first thing in the AM.

  Customer Answer

  Date: 10/24/2022

   
  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:10/20/2022

  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.

  Fraudulent misrepresentation of product availability and holding of buyer funds Order placed 9/21, paid $6876 by bank wire, confirmed by merchant 9/23. The merchant offered ******** Gold Maple coins as in stock and without disclosing any excessive shipment delay at the time. Now a month later the merchant continues to hold my funds but has not fulfilled the order and has no estimated timeframe in which to do so. Their website routinely show items as in stock or out of stock and make note of length lead times. Neither was the case for this item at the time. It is misleading, if not fraudulent, to offer an item, accept payment, and sit on those funds indefinitely without fulfilling the sale agreement. I have informed the merchant of my dissatisfaction and asked numerous times for prompt resolution. I will accept immediate delivery to original terms. Or I will accept an immediate refund in full (NOT net of any merchant fees) plus compensation for the wasted inbound and outbound wire fees on my end.

  Business Response

  Date: 10/20/2022

  The order for this customer is in our shipping department and going out tomorrow. 

• Initial Complaint

  Date:10/13/2022

  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.

  Placed Order #****** on August 31, 2022 with an estimated shipping date of September 20, 2022. Wired funds the following morning. Received an email on September 20th at 5:45pm that shipping orders are delayed and earliest fulfillment to anticipate is September 26th. Fulfillment wasn't achieved by the 26th and then Hurricane *** interrupted service. On October 4th at 4:58pm received an email that stated due to unprecedented demand, all orders have extended delays and earliest shipping date is October 6th. Placed phone call on October 7th and spoke with service department who informed me it should be sent out end of day or Monday and I would receive and email. After not receiving email notification I placed phone call on Tuesday to check on status , and was told by a gentleman that it hadn't shipped but was at the top of the list. He said he'd call me back at end of day. Didn't hear back so I called and spoke with ***** the next morning (Wednesday) and he had my info in front of him. He said I was at the top of the list, I said he told me that yesterday and he replied "you don't understand, it's a big list". He said he'd speak with fulfillment department and see to it. Called back on Thursday, October 13th, and after holding 10 minutes call was disconnected, When I called again I spoke with the person who had told me the week prior it was shipping out on the 6th or next day. She now informed me they are behind and it would likely be sent out some time next week. I asked to speak with the gentleman who took my calls on ******************* and was told he was with a customer, she said she'll forward him my number. Due to the changing story I am receiving from three different employees I am concerned now I am being scammed and they don't have ability to fulfill order. AFTER 6 WEEKS OF WAITING, I EITHER WANT ORDER PROMPTLY FILLED OR MONEY BACK.

  Business Response

  Date: 10/13/2022

  As promised his order has been shipped estimated delivery on tracking is for Friday 10/14/2022

  An email was sent to the customer with the tracking information.
  

• Initial Complaint

  Date:10/11/2022

  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.

  I placed an order to purchase coins on 9/19/2022, ORDER NO. ******. The product was listed as in stock at the time. I completed a wire transfer that day in the amount of $4,******. I fully expected my order to ship within a few business days of them receiving my money. After one week had passed without my order shipping, I contacted the company. They informed me that with the coming hurricane, there could be a delay. This call was 3 days before the hurricane hit and a week after placing the order. I have made several attempts by email since then inquiring about my order, with no answer. I contacted by phone today, October 10th and was told my order still has not been processed to be shipped. I said I would like to cancel my order, and was informed i would now pay % cancellation fee even though its been 3 weeks and no one can give me a date for shipment. They say possibly in a week to 10 days. That seems very unfair as the order should have shipped weeks ago. I am told a manager will have to approve my refund, and have no faith I will even get my money back $4, ******. I can't get an answer on when the refund will take place. If they would have just shipped my order, I would be fine. This is highly suspicious and I feel my money is being taken.

  Business Response

  Date: 10/19/2022

  We have fully refunded this customer WE ARE NOT AMAZON if the customer read the terms and conditions and shipping times on their orders before they Click the button I AGREE, there wouldn't be an issue here. 

• Initial Complaint

  Date:10/07/2022

  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.

  My Complaint is the same as all the others. I placed an order Sept 20th and received this response.Thank you for your order. We have included your complete order information below. Please review your order. If you have any further questions feel free to call us at ************ or email us at [email protected] gave no delivery info. though so I logged into my account and clicked track package. and a message stating "Not Shipped Yet Appeared" ORDER TRACKING INFORMATION Order Number:487948 Order Date:09/20/2022 It said nothing about processing order at all. This seemed absurd for an order of ****** in Silver Coins. I gave it a couple of days to process expecting an email stating your order is being processed for delivery which I never received.. When I ordered the Website Clearly stated IN STOCK or I would not have ordered from them.I called and they stated the demand is so I high they are on back order and would be a couple weeks...Apparently it does not matter which product you order all are on back order and nothing is in stock.After 14 days I sent an email asking " Where is my Order" I received this-Dear *******************,Thank you for your order with Gainesville Coins. Due to recent, unprecedented demand, all orders have extended delay times. The earliest estimated shipping date for your 100-487948 is 10/14/2022. As soon as your order has shipped, you will receive an email with tracking information.Thank you, Gainesville Coin Number(s) of Shipment:Not Shipped Yet No S*** it isn't shipped yet!...Also Not processed for shipping I guess!!!This was not stated upfront and is a MAJOR ISSUE!!! Do not do business with these people!!!

  Business Response

  Date: 10/19/2022

  This Customer placed his order on 9/20/2022 with a Credit Card Due to all the Credit Card Fraud today we have to do our due diligence to protect our customers and well as our company. These order go directly to our **************** for verification which takes a few days. We are NOT AMAZON so we do have processing times to ship out orders usually 3-4 weeks which is clearly stated on our website when the customer agrees to our terms and conditions. Nobody is forcing him to place the order We shipped his order out on 11/11/22 which is 14 days from his order date and he received it on 10/14/2022

   

• Initial Complaint

  Date:10/06/2022

  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.

  Around 9/8/2022 I ordered two orders of silver rounds that had a ship date of 10/3/2022. On 10/3/2022 I called only to be told the items are delayed. My complaint is this company has a lot of issues with delays that appear to be due to them not having stock. I ask the rep to cancel the orders and she said that I would need to pay a 5% restocking fee. I asked her how can you charge me for something you clearly don't have and she told me that was what I agreed to when I bought them. My purchases our ****** cost $1729.05 and order ****** cost of $1812.25. I don't believe I should have to pay a restocking fee and this company should lose it's A+ rating with the BBB. I also had a order of gold that they

  Business Response

  Date: 10/19/2022

  All Mr. ********** Orders have been cancelled and Refunded

  Customer Answer

  Date: 10/20/2022

   
  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:10/03/2022

  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 Sep 7th, 2022 I placed an order for coins and same day wired the payment. I have received acknowledgement from them wire payment received, but so far no shipments made. I talked to customer representative and they said everything back ordered and I may get shipments by 9/27/2022.On Sep 23rd,I have received an email shipping is moved again like this => Due to recent, unprecedented demand, all orders have extended delay times. The earliest estimated shipping date for your Order XXX-YYYYYY is 10/7/2022. As soon as your order has shipped, you will receive an email with tracking information.I regret facing such delay for a huge amount and I almost lost confidence in this company. Now, I somehow need delivery as they promised. I guess they misuse funds by holding our wire payment longer.I just need proper delivery

  Business Response

  Date: 10/18/2022

  When this customer ordered he was aware that the product was 3-4 weeks delayed and he agreed to those terms on our website we have experienced a further delay and notified him the the EARLIEST ship date would be 10/18 he has continued to call our office daily, threatening and screaming at our employees. We have nicely explained to him the mint that produces these products are delayed just like many things in our world today. These products are not widgets they take time to produce and ship. We are doing the very best we can to full fill orders as quickly as possible.