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:10/03/2022

  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.

  I placed an online order for 10 1oz American Gold Coins on 08/15/2022. The price of the order #***-485885 was $19,072.15. On my order paperwork furnished by Gainesville Coins I was instructed that if I mailed a personal check they were to receive it within 5 business days and then a 10 day hold would be placed on the check. They emailed me that they received my check #**** on 08/18/2022. After the 10 day hold the documents said my order would be processed and I would receive a tracking number. Having not heard anything about my order I called and inquired about it on 09/08/2022. I was told that they would email shipping and have them reply. Then on that day, I received an email saying they are having unprecedented demand and the earliest ship date would be 9/16/2022. On 09/19/2022 I emailed Gainesville Coins and ask to receive my order that week or refund my money. They replied with the same email as I received on 09/08/2022 but said the earliest ship date would be 09/22/2022. I emailed them again on 09/26/2022 and ask them to send my order for the 10 gold coins or refund my money. I am sending this the afternoon of 09/27/2022 and have not received a reply or my order. It has been 5 1/2 weeks since my order was placed. The ************************ says that Federal Law requires that if the items ordered are not shipped within *************************************************************************** full.

  Business Response

  Date: 10/18/2022

  This customer was well aware of the delays on this product we offered to change the product or refund his order he never responded.

  His order was received on 10/13/22

  Case closed
  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18135767
  
  I am rejecting this response because:         
  thanks to the BBB for the help getting the items after a 2 month wait. I was not offered anything more than a statement that due to being extremely busy the shipping would be delayed. I should have taken the advice of others who made posts but I didnt. This is certainly not a A+ business and I will no better to order from them again. Case closed as they say. Thanks again to the BBB

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

• Initial Complaint

  Date:10/03/2022

  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.

  My check for an order was cashed on Aug 29. Their policy states orders will be shipped 10 bus days from check cashing. A month has passed, no communication about my order. I contacted sales, no reply, contacted customer support, got a reply a few days later stating that due to the possible storm impending, no order updates can be given. So, more than two weeks late, is due to a storm that developed a few days ago? And hasnt eve happened yet? I think I am being ripped off.

  Customer Answer

  Date: 10/18/2022

   
  Better Business Bureau:
  
  I have received the product from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/20/2022

  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.

  On 5/29/22 I placed an order with this company. Check issued and received by the company on 6/2/22 and cleared the bank on 6/3/22 I was informed that I will receive my items within 4-6 weeks I send email to them on 6/21/22, 7/5/22 with no response from them Finally on 7/12 spoke with employee ****** and told me that item will be shipped On 7/21 after still not received anything from this company called again and spoke with ******. She expressed her apologies and ask if I wanted to cancel my order. I asked if I would get full refund without any penalty she said yes since they dropped the ball on their end. She said since partial order showed that it had been mailed to reject the package and call her once this is done so she can start the full refund process On 7/25 notified ****** package was refused as she instructed me to do and she said that she will start the refund processes On 8/1/22 received a call from **** indicating that I will only be receiving partial refund ($18,490.87) they will be keeping $1327.20 for market loss and shipping. I told him this is not what I was told by their employee and wanted the product since I was given wrong information by their company **** indicated that I could not go and pick up the items since it was rejected I will only get the partial amount I am seeking the remaining refund minus the shipping as I was given the wrong information by their employee twice and it was their suggestion to cancel order because they dropped the ball on their end.I should not be penalized for an employee error and when they told me what had happened they refused to give me the merchandise only leaving me with an option of partial refund.To me this company is playing games with the money of customers

  Business Response

  Date: 10/19/2022

  I have reviewed this complaint and have refunded this customer all his money. One of our new customer service reps was incorrect in the information she gave this customer, we have addressed the mistake in house. And have apologized to the customer

  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:09/12/2022

  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 Aug. 1, 2022 I placed an order with Gainesville Coins and wired payment that same day. I received email confirmation Aug. 2 from Gainesville Coins that they had received the payment. On Aug. 5 I talked to **************** about the order and ***** said "4 weeks shipping". On Aug. 8 I received an email that said "...order...scheduled to ship 8/23/2022". On Sept. 8, since I had received no more communications, I called **************** again and talked to *****. He told me he would request that an email be sent to me with a ship date. On Sept. 8 I received an email stating that "The earliest estimated shipping date ....is 9/14/2022". This is unacceptable. Please do not give me a trite response about "not understanding the bullion coin business" or "being a new customer" because neither of those claims are true. The Gainesville Coins web site continues to show the coins as available.

  Business Response

  Date: 09/13/2022

  When this customer placed his order he agreed to the Terms and Conditions on our website, it was clearly stated that the earliest ship date was 9/4/2022 yet he started calling our office 2 days after we received his payment asking when was his order going to ship. We are like all other businesses and we experience delays due to all kinds of reasons. Chain supply, shipping problems etc. That is why we put on our website Earliest Shipping Dates. We are working as fast as we can to get all orders out on a timely basis. We will get his order out as soon as possible. 

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18011425
  
  I am rejecting this response because: (1) At the time of the order I was NOT told that the earliest ship date was 9/4/2022.  (2) In their "Terms and Conditions" it is stated: "All orders may take up to seven (7) business days for processing before shipping." (3) in the email I received from Gainesville Coins on 8/8/2022 they state "Your order xx-xxxxxx is scheduled to ship on 8/23/2022.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/13/2022

  Mr. *********'s Package arrived at his post Office and he picked it up on September 30, 2022

  Hi was informed about our delay dates when he placed his order, and agreed to them. His order was printed and sent to shipping and shortly after we were informed there was a Hurricane coming straight for *****, we have office protocols we have to follow which includes preparing for the worst scenario, unfortunately preparing for and being out of the office for 3 days during the Hurricane delayed our shipping dates. This was posted on our website. His order did ship out on 9/26/2022 and he did pick it up at his post Office on Sept 30, 2022
  

• Initial Complaint

  Date:08/23/2022

  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.

  ON July 19th, 2022 I placed an order #XXXXXX with Gainesville Coins LLC to provide coins for my collection.
  The same day Gainesville Coins LLC received money transferred to theirs account in amount of $4772.73.
  Since that time I contacted them with couple times (by email) requesting shipping my coins and despite their promises 30 days passed and I still have not received my order.
  Please help me as a customer and protect the others from such practices of Gainesville Coins LLC.
  Thank you for your cooperation.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/23) */
  We explained to this customer that one of the products he ordered were back ordered by their mint, we offered to change the product or refund his money, he wants neither. We cant control the supply chain delays we can only help people change their purchase to something without a delay.
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Explanation submitted by Gainesville Coins LLC is not true.
  Neither nobody explained to me they do not have the coins I paid and they collected money for, nor offered any refund to me.
  As a proof I am submitting a copy of the only letter I received from Gainesville Coins LLC as a response to my inquires. The letter is dated August, 8th of 2022 and they inform that my order#XXX-XXXXXX is scheduled to be shipped on August 12th, 2022.
  I still request delivery of the products I ordered and fully paid long time ago.
  How Gainesville Coins LLC can sell and collect full payments for products they do not even has?
  
  Sincerely,
  *** ***********
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Please see attachment with emails we sent to this customer
  1. Sent on 8/8/2022 explaining our delay times
  2. His email to our sales department on 8/18/2022 threatening to take Legal action and reporting us to you. Also admitting previously contacting us.
  3. Our response offering him a refund or to change his order to a product currently in stock.

• Initial Complaint

  Date:08/07/2022

  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 5 pieces of gold from Gainesville Coins on June 26th, 2022. They told me to promptly wire or send a check for their gold price times the gold pieces and said it would take 10 days for the check to process. They processed the check and didn't give me any information about sending the gold. I called them on July 22nd and they told me they had "delays". I called them again on July 29th and they told me they had more delays. I asked for a refund, which they said they would send in 48 hours. Then they sent me an email with a tracking number for my delivery. I called them back to ask about it, and they said that my order had been refunded. After no notification in the next two days, I called them on August 3rd and they told me a check would be sent. I called again on August 5th and they told me my order was refunded on August 1st and and a check was in the mail. As of August 6th, I have not received it or a tracking number for it. I would like my money back please. And as of right now, I know someone else who is going through this problem, which is telling me that they are systemically and intentionally doing this.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/10) */
  This customer placed their order on 6/26/22 and was told at the time of the order that we were delayed and the earliest ship date was 8/5/2022 the market went down and the customer wanted to cancel their order we explained how buying precious metals works you are locked into the price weather it goes up or down you still pay the same price that you are locked into. First time buyers are very short sighted and don't understand the market of buying precious metals this customer insisted they wanted to cancel their order. We cancelled it on Friday and refunded her money on the same day she cashed her refund check yesterday.
  
  
  Consumer Response /* (3000, 7, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As to pertaining to the business matter, this can be closed because they did send me a check that I cashed.
  
  With regards to what their statement, it's inaccurate. I was not notified when I put my order in that it would be delayed. They didn't "explain how precious metals worked" or "price lock." They record their conversations; there is no evidence provided of this. They did say they had delays after I called them, but their website (as of today, see attachment) says they have gold in stock. Also, this company is speculating as to what my intentions are with my money. I wasn't worried about the market going down. I was worried about never seeing thousands of dollars of gold I paid for.
  
  The only reason I bring all this up, is because this company is fabricating a story to hide away from what actually happened and what the facts prove. I paid this company for gold, which I never received. I had to call them multiple times to get a refund. And when I did call them, I got dismissed as being told my issue wasn't important.
  
  I highly caution any person who tries to do business with this company and advise them not to do it at all.

• Initial Complaint

  Date:07/12/2022

  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.

  On June 16, 2022, I placed an order for two.1 oz Gold Canadian Maple Leaf - Random Year and
  1 oz COMEX Approved Gold Bar with Assay Certificate. in the amount of $5,673.15 including shipping cost. The company put a hold on a debit card for 5% of purchase cost minus shipping. On June 21, 2022, they emailed me their generic info about receiving my check and a 10-day clearing.
  My check cleared right away. On June 28th, I emailed them that my check was cashed and would like to know when they would be sending the merchandise, I received no response. Then, I called a few times to no avail.
  On July 11, 2022, I called again, and the salesperson did not know when I would be getting the merchandise and would call me back shortly to let me know. I did not get a call back from her. At this time all that showed on my account was that check received and cleared. There was no processing of my merchandise or invoice or shipping or tracking information. I called back after a few hours and another salesperson told me she did not know anything about my order and had no information. I asked to speak to the manager or owner who may be able to help me, she said that they work from home and had no other information but the telephone number on their webpage. I asked her to please see if I may speak with someone that may know what's going on, she put me on hold then said, had no info. How can that be, I thought? I sent another email explaining the issue and asked them, if not to please refund money in Full. I then my order was cancelled. I called again and was told they would charge me 5% restocking or cancelation fee. Never was I promptly notified of any delays nor accommodated for such delays by giving me comparable options of any kind. Not even an option to switch for any in-stock merchandise available. I want the complete amount of $5,673.15 and not charge 5% fee. I feel they have cash flow issues and are scamming people for the 5% if not. I will accept merchandise if send asap.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/13) */
  This customer placed her order online and agreed to our payment terms and conditions which clearly state "All checks are held for a 10 business day clearing" We do not put any hold on credit or debit cards for 5%, we simply put an authorization in which does not charge the card. Her check cleared on 7/8 and on 7/11 when she called into our office she was told her order was in shipping and would be going out in the next few days. She said she wanted to cancel the order. We Promptly cancelled her order and sent her a refund check on the same day. This was her first metals purchase from our company and she clearly didnt understand the process.
  
  
  Consumer Response /* (3000, 7, 2022/07/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, this is Not my first order; first order January 19, 2016, #XXXXXX, amount $3,203.03. I am aware of the authorization to my credit card. was NEVER informed my order was in "shipping" never given an invoice number with any shipping. I would be happy for that. No information, tracking number online or verbally. My phone conversations were to inquire when they would be sending coins, if could not then please refund my money. They canceled order and I have not received noticed or "check in mail".
  This is a BIG lie, and they know it. They never even processed invoice, shipping details. Every time I spoke to them, they had no clue when I would receive the coins. They Lie and are doing this to a lot of their customers, just look at their track record and complaints filed against them. No effort was made for a resolution. "Check in the mail" has NOT been received. I would like a full refund, ASAP. Please.
  
  I have still not received the said check for refund that Gainsville Coin said was "immediately" sent to me. We live in the same state and it takes no more than 3 to 4 days for mail to get here from where they are. I am very concerned as they still owe me $5,673.15.
  
  
  Consumer Response /* (2000, 11, 2022/08/01) */
  This response was taken verbally by BBB:
  
  I did receive my refund check and this complaint can now be closed out as resolved.