Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning delivery issues. Customers allege they are not receiving products in the timeframe promised per their confirmation email. In September 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
The business submitted the following as a response to the complaint pattern inquiry:
"This is completely false as Gainesville Coins does not and I repeat does not include any such order shipping promise date in any type of order confirmation email. All email confirmation emails contain the following statement "due to unprecedented demand for precious metals, your order will ship approximately 3 weeks after your payment clears." We specifically use the word "approximately" so customers can understand that this is the typical processing time but is in no way a guarantee".
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on July 29, Order # ******,Payment was received by Gainesville Coins on 8/6/2024.An unusual post about a delay posted on site showing 6 - 8 weeks.Having already done business with Gainesville coins multiple times, I still placed the order.I have had an email requesting status and a phone call to the business, I received a confirmation from the owner, indicating My order would be shipped on OCT 1, 2024. Today Oct 3, No receipt that the order has been ******* Order was in the amount in excess of $4,031.62 After some investigation, I have found numerous postings of others whom have not received their order, some in excess of 3 months, then I came upon you site with notices causing alarm. I have just sent the owner a demand for my order or immediately to refund my money.Being well versed on the law, especially the *** code as well as the *** 30 day ruling for delivery. And I have the receipts and will if necessary reach out to the ************ as well as the Attorney generalCustomer response
10/21/2024
Better Business Bureau:Thank you for your follow up to my complaint about non receipt of order from Gainesville coins, As a follow up once I placed my complaint, I did follow up to Gainesville coins demanding delivery or Refund.They have sent my order and at this time I do not need any additional help on my claim personally,However I think that Gainesville Coins company be monitored for their business practices as I'm sure if the business model they use is not changed, Many people will have similar complaints and possible chance financial loses.Thank you for your help****** ***********Initial Complaint
09/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Non-fulfillment of order # ****** [placed 4/23/24] for 12 US Gold Eagles.Business response
10/02/2024
This order was shipped and completedInitial Complaint
09/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Failure to deliver promptly and refusing to cancel the order.Business response
10/02/2024
This Customer was a first time buyer and decided he wanted to cancel the order, he spoke to our customer service *** on 9/18/2024 screaming inappropriate comments, we immediately cancelled his order and refunded his credit card the same day.Customer response
10/03/2024
Better Business Bureau:
Since the BBB reached out to ***************;Coin they have refunded my payment and cancelled the order. I am satisfied with the settlement and appreciate your assistance.
Sincerely,
**** *****Initial Complaint
08/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed order prior to 6/22/24, they rcvd my wire transfer 6/22. Been almost 9 weeks, still no delivery. **** and condescending people on phone, refused to send me to management. Looking at these other complaints, now I see why. Been a customer for 20+yrs, never again. Something changed drastically there.Business response
08/23/2024
This order has been shipped unfortunately this customer doesn't believe anything we have told him, he was speaking to a Supervisor and we did provide him tracking for his package with *** if he had tracked it he would have seen they had possession at 6:03 PM 8/22/24 we upgraded his shipping and will receive it Monday 8/26/2024.Customer response
08/23/2024
Complaint: 22180337
I am rejecting this response because:
After over 2 months of waiting for my order involving $24,000, several phone calls which were very rude and very difficult, this guy, obviously the same guy I spoke with last, continues his obnoxious responses. I have not yet received my order, but am now confident it will arrive Monday. I will never deal with this once decent company ever again, and will encourage others to do likewise.
Sincerely,
*********************Initial Complaint
07/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
made a order on may 9th. paid by check, it posted on the 14th on my account. now its 7-30-2024 and still no order showing processed or shipped yetBusiness response
07/30/2024
We are in touch with the customer regarding his order, unfortunately one of his previous order was lost by the **** so that ship type is blocked on his account and our system automatically converts the ship type to *** This customers address is a PO Box and *** does not deliver to a PO Box. We have been trying to reach our customer to get an alternate physical address to ship his order to by ***. We reached him today and his order will be going out first thing tomorrow morning.Initial Complaint
06/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered gold in April, our check was received there April 29th. The initial 4-6 week leadtime has passed and our questions to Gainesville Coins, LLC are answered with very vague & non-committal answers, like: " best info I have is that it is processing" & "should be shipping soon, I&#**;ll let the manager know". Our order is #***-507858.Business response
06/19/2024
We spoke to this customer yesterday and explained her package was in shipping and will be going out todayInitial Complaint
06/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on May 17th 2024, for a coin order number ******. Gainesville Coin confirm receiving my wire on May 20th 2024. Gaisnville coin entered into a sales contract /agreement to supply a 1 oz South African Gold Krugerrand. Its been over ************************************************************************************** stock and we also paid for expedited shipping overnight .Business response
07/08/2024
This order was shipped out and received.Initial Complaint
05/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On February 8, 2024 I placed an order for 500 one ounce silver rounds. I mailed a check for the amount of $11,701.45 on the same day. On February 12 I received an email stating that Gainesville Coin had received my check. February 13 the check cleared my bank. After the first month of not receiving an email stating my merchandise had shipped, with a tracking number, I began visiting the Gainesville website and verifying that the coins contained in my order were still for sale on their website. On my last order that I had to prompt them to fill their stated reason was that they were out of stock. The very same coins contained in my order (all of them) have been for sale on their website for over 2 months until this day, May 17. Since the date that my check to Gainesville cleared my bank I have placed precious metals orders from 3 different suppliers, as I was not going to submit another order to Gainesville when they have failed to complete my first order. I have received the merchandise from the other companies in a prompt timeframe. Admittedly the price of the coins have increased since the time of my order. On previous orders with Gainesville the price of the coins dropped within a couple of days and I honored my agreement with Gainesville to purchase the coins at the price on the time of my order. When Gainesville accepted my payment they entered into a sales agreement and they are obligated to honor it by filling and completing my order. Also on previous orders with Gainesville they have failed to respond to my emails inquiring about the delay with the filling and shipping of my order so I have not waisted my efforts pursuing that avenue. Therefore I called Gainesville on 5/16 and after remaining on the phone for 38 minutes with customer service I was prompted to leave a voicemail message, which I did, giving my name, order number and expressing my concerns. After their failure to contact me I repeated my actions again on 5/17 after a lengthy phone wait.Business response
05/27/2024
This order has been shipped and signed for as received by the customer. we tried calling and emailing this customer multiple times with no response. Prior to his BBB Complaint we had not received any communication from him.Customer response
05/29/2024
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. The next day after the BBB got involved Gainesville Coin shipped me a package with my merchandise thereby fulfilling their obligation to me. However there was no truth to their response to my complaint. They did not call, did not leave a voicemail nor did they email me. Also I did call and leave voicemails on 2 occasions which they deny. I will never engage in any business with them again and strongly advise others the same. My praises to the BBB and the employees involved in my complaint.
Sincerely,
*************************Initial Complaint
05/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # ***-506021 January 8, 2024 Check in the amount of $570.25 Mailed.Check cleared bank January 17, 2024 (Gainesville Coins website showed that check had cleared also...)March 18,2024 wrote 1st letter requesting order cancellation and requested full refund.(There was also another fee/ charge paid by credit card to "hold" order until check "clears")It has now been over 4 months.... Nothing...(!)Business response
05/13/2024
We refunded the customer when he cancelled never heard back from him that he didn't receive the check. We will stop payment and re issue. Customer could have reached out to the office to let us know he didn't get his check and we would have been glad to send a replacement. We never heard anything from him.Customer response
05/13/2024
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.(Provided they follow through, *****)
Sincerely,
*****************************Initial Complaint
04/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Delay in Delivery and ********************* Dear ************************ ordered 100 ounces of silver, and there was no information on the company's website indicating that the shipping could take 4-6 weeks.As of today, it has been over seven weeks since the order was placed. Despite multiple attempts to resolve this issue through customer service, my efforts have yielded no progress. I have made four calls to the company, often being placed on extended holds.During one of my interactions, I spoke with a representative named ****, who initially informed me that I should have read the "fine print" regarding shipping timesa detail conspicuously absent from their website. He later attributed the delay to issues with a private mint, assuring me that in his 15 years with the company, they had never failed to deliver an order. Unfortunately, that assurance has not been borne out by my experience, as I have yet to receive even a basic update on my order's status.This experience is particularly disappointing given that I had previously used their services about ten years ago without issue. I understand that delays can happen, but the lack of clear communication and accountability from Gainesville Coins is unacceptable. I feel as though I have been misled and poorly treated as a customer.I believe that the operational practices of Gainesville Coins, as experienced by me, undermine consumer trust and satisfaction.Thank you for your attention to this issue.Business response
05/07/2024
********************** has received his order we told him on 4/23 that it was in shipping and was going out the very same day he filed this complaint which it did. Our shipping times were explained to him that it would be 3-5 weeks and that is exactly when it shipped.
*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. ↩
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
267 total complaints in the last 3 years.
86 complaints closed in the last 12 months.