Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/11/2024
Type: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 August 17, 2024, I placed an order #***** with ICCoin for a coin purchase. Upon receipt of the product, I pursued a return request due to brown markings on the reverse of the coin which I found unsatisfactory. In the return request, I asked for return instructions, receiving a confirmation e-mail of the return request on August 24, 2024. Waiting for approximately ten days without receiving information from ICCoin, I sent a *** package (tracking number: 1Z1R03V20347444375) on September 3, 2024 to return the coin and a free gift. On September 6, 2024, the coin and free gift were returned to ICCoin's business address and signed for by a person named ********. On Monday, September 9, 2024 I sent a follow up e-mail to ICCoin requesting confirmation that they had received the items and that I was requesting a full refund. On Tuesday, September 10, 2024 I sent a follow up e-mail to the same address, without a response. For resolution, I would request them to acknowledge receipt of the items and process the refund as requested.
Business Response
Date: 09/12/2024
Refund issued and the following email was sent to the customer. Please note-until receiving the coins back we were unaware of any attempts to contact ICC. I have asked customer to please forward communications to my email at ******************************** so we can look into this further with IT. I believe there may have been an issue with the website directing these messages where they needed to go. My apologies again!
Good afternoon ******,
I just received information about the return you were processing with ICC and I wanted to follow up with you.
First let me offer my apologies for the miscommunication and confusion surrounding your return. We have received the items back, and your refund has been processed in full back to your original payment method (PayPal).
When I was made aware of the issue via your BBB report I searched through our ******************************* email box and was not able to find any previous communication from you. I believe there may have been an issue with our website communicating with our email box-Im hoping you might be willing to forward me your emails directly so I can have our IT team look into this further?
We do strive to resolve customer issues immediately and I apologize that in this case we were unable to do that.
If you have any further issues please feel free to reach out to me directly via email, or my direct line of **************.
Thank you,
***************************
Director of HR/Accounting
International Coins & Currency
**************
********************************Customer Answer
Date: 09/12/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************
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