Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Promotional Products

Coin-USA, Inc.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/14/2023

    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.
    At the end of September 2023, I ordered the production of a commemorative gold medal for my son's 50th birthday on his birthday on December 5th. All details were discussed with the company and they determined the delivery date to be the week of November 28th or earlier. As a result, the company did not deliver the medal to me at all, citing circumstances that were of no interest to me. Thus, the company did not fulfill its delivery obligations under the public offer. This darkened the mood of our entire large family and led to mental discomfort and suffering, especially for parents. The company returned the money and refused to discuss compensation issues.We find this behavior by the company outrageous and unacceptable. Moreover, we want to warn conscientious customers against possible troubles when ordering from this company in the future.We would also like to receive compensation from the company for the moral suffering caused to us.

    Business Response

    Date: 12/29/2023

     Our response to this complaint is as follows:

    In response to complaint ID ********, submitted on 12/14/23:

    We sincerely appreciate you bringing this matter to our attention, and we extend our heartfelt apologies for any inconvenience you may have experienced. Our team promptly informed you about the potential delivery delay as soon as we became aware of the situation.

    Creating a custom art piece, such as the coin in question,involves numerous factors, including production, quality control, shipment, and final delivery. While we do our utmost to fulfill requested delivery dates, the intricate nature of crafting custom products and external constraints on delivery prevent us from guaranteeing specific dates. This policy is explicitly outlined in the Terms and Conditions provided with each invoice.

    Upon notification that the custom item would not be delivered within the requested timeframe, we presented alternative options,including a full refund. In response to your request, a full refund was issued on 12/6/23.

    We deeply regret the circumstances surrounding this event,as we continuously strive to not only meet but exceed our customers'expectations. If you are open to reconsidering the creation of this beautiful design for your notable event, we would be delighted to assist and are prepared to offer a discount on the original pricing.
    Should you have any additional questions or concerns, please don't hesitate to reach out to us. Your satisfaction is of the utmost importance to us.

    Sincerely,
    Coin-USA, Inc.

    This customer was initially pleasant, when he started defaming our sales person and sounding well beyond reason we ceased communication per directive of our legal team. Our terms and Conditions are clear and timing is not guaranteed, that said, we do our best to meet requested time frames. I have attached the email exchanges as well as a copy of our Terms and Conditions. Please let me know if there is additional information I can provide.. Thank you - ***********************

    Business Response

    Date: 12/29/2023

    In response to complaint ID ********, submitted on 12/14/23:

    We sincerely appreciate you bringing this matter to our attention, and we extend our heartfelt apologies for any inconvenience you may have experienced. Our team promptly informed you about the potential delivery delay as soon as we became aware of the situation.

    Creating a custom art piece, such as the coin in question,involves numerous factors, including production, quality control, shipment, and final delivery. While we do our utmost to fulfill requested delivery dates, the intricate nature of crafting custom products and external constraints on delivery prevent us from guaranteeing specific dates. This policy is explicitly outlined in the Terms and Conditions provided with each invoice.

    Upon notification that the custom item would not be delivered within the requested timeframe, we presented alternative options,including a full refund. In response to your request, a full refund was issued on 12/6/23.

    We deeply regret the circumstances surrounding this event,as we continuously strive to not only meet but exceed our customers'expectations. If you are open to reconsidering the creation of this beautiful design for your notable event, we would be delighted to assist and are prepared to offer a discount on the original pricing.

    Should you have any additional questions or concerns, please don't hesitate to reach out to us.

    Sincerely,
    Coin-USA, Inc.

    Customer Answer

    Date: 01/04/2024

     
    Complaint: 21009463

    I am rejecting this response because:

    The answer is simply a formal set of words that does not carry any semantic load. All their regrets are nothing more than a gesture of politeness and cannot be accepted. In accordance with the public offer agreement, the company did not fulfill its obligations.
    Complaints to the company 2:
    - causing moral damage to the customer, expressed in the disruption of celebrations on the occasion of my sons anniversary due to the delivery of a gift ordered from the company, which ruined the mood of many people
    - use by the company of an advance payment in the amount of $2,600 for two months
    All of the above requires compensation in material form. In addition, future potential clients of this company should be warned about its lack of competence, which they themselves report in a letter to you, as well as about the possible failure to complete the order. This indicates the complete irresponsibility of the company.

    Sincerely,

    Vadim Pentusevich

    Business Response

    Date: 01/16/2024

     

    Please see the attached FULL email communication (2 different email chains with 2 separate files) with the customer.  

    This was not my customer and ******** the ******* sales agent, is no longer working for Coin USA.  

    From my understanding, the customer *******ly wanted a 24K Gold coin.  From there, it was too costly, so he requested a lesser Karat Gold, which was 18K Gold.

    Initial Layout graphic was created and approved by customer.

    Customer paid and he was given the final production graphic for approval. This graphic is used to make the "die" in order to stamp the coin.

    Customer did not like the production graphic and changes needed to be updated. See attached picture.

    Customer approves updated production graphic.

    Our production team begins production and informs us that due to the alloys is the 18K Gold, the "die" that was used was too soft, causing imperfections, leading to not "pass" quality control.  See picture.

    We inform the Customer.

    Our production team orders a stronger steel that would be more suitable for 18K Gold coin production.

    "Anticipated" delivery date is not a guarantee.  Our sales agent kept the customer informed of the situation.  After the "anticipated" deadline passed, the customer began writing very unprofessional emails.  Please read both email chains in dated order.

    Coin USA issues a full refund and shows the customer the original coin (see attached picture) that needed to be reminted.

    Customer continued to write very unprofessional emails.

    We are then notified by the BBB that an complaint has been filed.

     

     

    Business Response

    Date: 01/17/2024

    Please see the attached FULL email communication (2 different email chains with 2 separate files) with the customer. 

    I submitted these documents yesterday on 16 Jan. as well as emails and photos.  

    This was not my customer and ******** the ******* sales agent, is no longer working for Coin USA.  

    From my understanding, the customer *******ly wanted a 24K Gold coin.  From there, it was too costly, so he requested a lesser Karat Gold, which was 18K Gold.

    Initial Layout graphic was created and approved by customer.

    Customer paid and he was given the final production graphic for approval. This graphic is used to make the "die" in order to stamp the coin.

    Customer did not like the production graphic and changes needed to be updated. See attached picture.

    Customer approves updated production graphic.

    Our production team begins production and informs us that due to the alloys is the 18K Gold, the "die" that was used was too soft, causing imperfections, leading to not "pass" quality control.  See picture.

    We inform the Customer.

    Our production team orders a stronger steel that would be more suitable for 18K Gold coin production.

    "Anticipated" delivery date is not a guarantee.  Our sales agent kept the customer informed of the situation.  After the "anticipated" deadline passed, the customer began writing very unprofessional emails.  Please read both email chains in dated order.

    Coin USA issues a FULL refund and shows the customer the original coin (see attached picture) that needed to be reminted.

    Customer continued to write very unprofessional emails.

    We are then notified by the BBB that an complaint has been filed.

    It is within Coin USA's policy to never guarantee delivery dates or deadlines due to unforeseen events.  

     

    Customer Answer

    Date: 01/22/2024

     
    Complaint: 21009463

    I am rejecting this response because:

     

    We again received a formal reply. I am absolutely not interested in which of the companys employees was fired or any other problems they encountered. One event remains clear and is not denied by the company - they failed to fulfill their contractual obligations and caused mental anguish to me and my family.
    Therefore I demand compensation from the company for the damage caused.
    If the company refuses such compensation, I ask the BBB to disseminate as widely as possible information about the unreliability and incompetence of the company in order to prevent future damage to their other customers from unprofessional and irresponsible activities.

    Sincerely,

    Vadim Pentusevich

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.