ComplaintsforGainesville Coins, LLC

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dates of transaction Order Number: XXX-XXXXXX Date of Order: 4/27/22 Order April 27, today's date June 7th and I initiated all communication's surrounding my order which is counter to good customer service. They are far from clear, regardless of how vague thay may state the terms and conditions. The reality is that they Kiting (taking advantage of the cash float) the consumers money, although they state it is a "hedge" which is not true. If the price falls, the client pays the locked in price, it only protects the client when price increases. As such there is no incentive to send the product when price falls. With such a backlog of product, it is easy to move coin costs from one client to another using "Time delay" to improve their cash exposure. GC has had my cash to use in other ways than fulfilling my order and if they are as poor with communications as their business practices the FL Attorney General should take a look see. I have lost (opportunity costs) over $150 as my cash has been unavailable for me to use and no product, only a vailed claim of a ship date. 5?11 to 5/18 to 6/8 Companies that try to use "T&C" as an excuse should be investigated to wiggle out of their legal obligations to their customers. Any other firm that takes your cash before the item is issued would face legal issues. Why is GC so "Special". Multiply my 25 by thousands and you begin to see the motivation to hold shipping. Let's see the average order data from initiation to delivery and compare that to my order. They clearly do not have solid footing with their supply chain and make the customer pay for their inefficiencies. I will be following up with the FL and VA attorneys' General to make a complaint.

  Business response

  07/19/2022

  Business Response /* (1000, 10, 2022/07/01) */ Contact Name and Title: shirley Y. Supervisor Contact Phone: XXX-XXX-XXXX Contact Email: *******@gmail.com This customer placed 3 orders with our company he was aware of the delay and decided he didnt want to wait. the market also went down he asked for his orders to be cancelled, we try to explain to first time customers that this is like a stock trade you cant just cancel it if the market changes. In this case we cancelled his orders and promptly refunded his money and all 3 checks have been cashed this case is closed. Consumer Response /* (3000, 12, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is absolutely incorrect. The first shipment was placed in April with a ship date of 15 May and was pushed into June. 20k of my money losing value as they make interest off of it. This is a Kite scam. I went to SD Bullion, yes a touch higher per coin, but I had them in 5 days. I lost the difference in interest by waiting for Gainesville to secure a proper supply chain. They are using clients money to cover their inefficiencies. Do not deal with these folks, a great deal in this case was no deal at all.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The 13 coins were purchased online on April 24, 2022. The funds were received and deposited by Gainesville Coins on April 29th, 2022. Sales order XXXXXX was for $26,265.57. The first email ship date that I received was for 5/27/22 and the second was for 6/3/22. They have missed both ship dates. The Federal Trade Commission has the "30 day rule" for online orders and Gainesville Coins has severely missed the mark. I've been patiently waiting on this but I have to leave next week for a month and I can't wait any longer. They keep telling me that "recent and unprecedented demand" has caused shipping delays, but no other precious metals dealers are having this problem in my experience. And if you read the complaints and reviews these shipping issues go back to at least 2019 before the pandemic. I need these coins delivered immediately.

  Business response

  07/12/2022

  Business Response /* (1000, 7, 2022/06/20) */ We did experience shipping delays on the coins this customer ordered we explained that multiple times he left a message telling us he was going out of town for a month, we called him numerous times during the first week in June with no response, finally he called in and we told him we would ship on that day June 6, he received and signed for his package on June 8 Consumer Response /* (3000, 9, 2022/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately Gainesville Coins is lying about the communication and the coins in questions. They never reached out to me except for on June 6th when Monica called and left a message the day the items shipped. I still have the voicemail, the emails, and call records of all the communications as they should have also. There are no shipping delays or shortages for the coins in question. They are American Gold Eagles and they are the most liquid and abundant gold coins in the country. Go into any coin shop or online dealer and they have them in stock, except for Gainesville Coins apparently. They are most likely just buying new inventory with new customer deposits and can't fulfill the old orders until they get in new money. It's false advertisement to put on your website that they are in stock when you don't actually own them. They said they were in stock when I ordered them and I also took subsequent screen shots where it says that they are in stock. See screen shots of the coins I ordered and another coin that is supposedly in stock but can't ship for another 10 business days. I have never experienced this with any other dealer and based upon the other complaints, it leads me to believe that something fishy is going on. I did receive and sign for the package on June 8. I will never buy from them again.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They wont give me the coins or the refund of about $3600 that they owe me for a cancelled order. They have put me off for weeks with one excuse after another. I want the coins sent ASAP and the check for the balance owed. I bought $79000 worth of coins and they would not even tell me the amount in each order until recently and now will not send them and I have tried talking to the manager, Nate, for 2-3 weeks and now I spoke to Monica last Friday and she said she would take the $320 for the shipping out of the $4000 they owe me but never addressed when the gold would be shipped. I am afraid they do not even have the product. I spoke to Lewis yesterday and he gave me one excuse after another and when I said I would take legal action he said they have attorneys too. What leg would they have to stand on when they took my money in Feb and March and wont send me the coins.,

  Business response

  07/05/2022

  Business Response /* (1000, 7, 2022/06/15) */ The Customers refund check was sent on 6/30 and has been cashed, her orders have been shipped she is a lovely lady but very confused we did our best for her.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered $15,000.00 worth of new silver coins (500 pc). Not happy with minted detail. Refund was a no. So I asked to exchange for antiqued version which are the EXACT same coin and EXACT price (antique shows more detail). No was the answer here too. For brand new product of which I am not happy with quality a simple exchange seems more than reasonable.

  Business response

  06/17/2022

  Business Response /* (1000, 7, 2022/06/15) */ We sent the customer a shipping label and he shipped the coins back to us and we are re sending him the antique version. Consumer Response /* (2000, 10, 2022/06/17) */ This response was taken verbally by BBB: I have spoken with the business and my issues have been resolved.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have 2 orders with Gainesville coins...one is a month old and the other is a little older than that. The expected ship date has come and gone. My last 3 emails to them have been ignored. There is no communication with me to explain the delay. I am looking into a small claims lawsuit as the total is under the maximum.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/26) */ This Customer placed 4 orders in the past 4 weeks one of his orders was shipped out 8 days after placing it a second order was shipped out 2 days after his check cleared our bank. The last 2 orders were back ordered which was stated and he agreed to, when placing the orders. We cannot be responsible for the current situation in our country where many products are delayed we are not responsible for the shipment of the Silver to the various mints and the time it takes for the mints to produce enough product to supply a very busy market. And we cannot control the shipments and supply chain delays. We have notified this customer of the various delays in multiple emails. These are very specific products and take time to deliver. Business Response /* (1000, 7, 2022/05/26) */ We have cancelled this customers orders and refund checks were mailed out today. Consumer Response /* (3000, 9, 2022/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll consider this case resolved when I actually receive my refund. Until then, their promise that "the check is in the mail" (which, so far, is literally what they told me) is hollow. Business Response /* (4000, 11, 2022/06/03) */ Both Refund Checks have been cashed by the Customer Consumer Response /* (2000, 13, 2022/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did get my refund and this case is resolved. This company is not a scam (I don't believe it is), but there are issues they need to fix. They are taking orders for product they don't have, and they don't know when they will have them. They give a ship date which comes and goes. They give another date, which also comes and goes. After that, they stop responding. At least that's what I experienced. They filled an order of mine before filling a couple of older orders that were still hanging out there. The older orders were paid by check, the newer one by credit card. I believe the credit card order was filled quicker because it's easier for the consumer to cancel that. Here's the bottom line...my orders were not that big ($2000)...but there is no way I was going to sit there, in the dark, with no communication from this company, waiting for them to go bankrupt. I can only imagine what people with more significant money at stake must be thinking. The overall problem is the lack of communication. Once they stopped responding my only thought was it's all over for this company, and I have to get my money back asap.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent gainville coins just over $5000 for silver to which they received payment on 5/02/22 as of today 5/20/22 I still have not received anything orbeven confirmation of anything being shipped. Seems to be how the company operates.

  Business response

  07/20/2022

  Business Response /* (1000, 7, 2022/06/06) */ This Customer did place an order with our company and sent numerous money orders for payment. as per our website all money orders and check have a 10 business day hold for clearing since there has been an increase in fraudulent Money Orders and Bank checks we have to investigate each one individually. this customer was also having his order shipped to an address in a different state from his home address, which again takes additional time to investigate. We shipped his order out 3 weeks after it was placed due to the value we ship with additional security with signature required by an adult After reviewing the tracking it is stated there was no one at the address to accept. Due to security we cannot give out any additional information. Consumer Response /* (3000, 9, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) What investigation did you do into the money order? You deposited into the bank and that is it! You shipped out 1 month to the day see attached email saying item shipped. What additional investigation did you do for the other address? It was not able to be delivered as you required that only my signature not an adult was needed? Was this done vindictively as you knew I made a complaint and would not be at that address? So as of 6/722 I still have not received the order I placed 4/26/22. Business Response /* (4000, 11, 2022/06/08) */ First We have a fraud department that investigates all money and bank checks for fraudulent activity due to the high volume of fraudulent checks. This process takes time because that department is busy with other issues his order is not the only order we have.Second Changing a shipping address is out of our normal comfort zone for any order, especially out of the state where the order was placed and when the customer changed the address he never asked to have the name changed as well. We have very strict shipping rules to protect our customers. We spoke to the customer yesterday and explained that the shipping carrier will not deliver this package and is sending it back to us we have offered to re ship at our expense back out once it is received in our office to his father in California. This was not our mistake and we are doing everything in our power to correct it. AT OUR EXPENSE. We will reach out to the customer again and simply cancel the order and refund his money. Consumer Response /* (3000, 16, 2022/06/16) */ Are you going to resend or refund me because you seem to be saying you will do both? All I want is what I paid for and for Gainesville Coins to abide by their own terms and conditions, which state. "You agree to provide us with a secure delivery location and either be present to sign for the package, or to authorize someone at that address to act as your agent in your absence to accept delivery of the package. We will not accept responsibility if you have left instructions with any carriers or delivery service to leave parcels unattended for you without the need for a signature, or, if you have given them instructions to leave your package with someone else such as a building manager, neighbor, or drop-off location" Your responses and attitude during this whole process as been a glaring example of your company and how you treat your customers. This is the worst experience I have ever had buying coins and I hope that others can see this and take heed. Business Response /* (4000, 18, 2022/06/16) */ We have spoken to Mr. ****** multiple times and explained that as soon as the package was returned to us by the USPS we would "At our Expense" reship the package back out to his father, with his fathers name on it. We received the package on 6/10/22 and shipped it back out on 6/10/2022. We told the customer this and sent him an email with the tracking number. We cannot upload this document for privacy reasons. We Consider this case closed. Consumer Response /* (3000, 22, 2022/06/23) */ I'm glad you consider it over but I will not until I receive the coins that I paid for. As of todays date I have not. All this could of been avoided if you abided by your own terms and conditions.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Moving goal post delivery date. Made purchase 4/15 knowing product would be delayed until 4/26. I also paid by check, making a 10 day hold once received, which they did on 4/18, which would allow for immediate shipment then as product cleared the 4/26 ready date by time check cleared 5/2. When I called eod 5/2, they notified me ship date had been moved to 5/6. End of 5/6 comes and new updated ship date of 5/12. 5/12 comes and goes with no shipment and no eta. On 5/16 I request refund as they are now highly undependable and they want to change me difference in price as market has gone down since purchase date, to which I refuse as I just wanted product. They tell me to check for shipment details by end of day or call back to further pursue. As they refuse to send, I wish to not do business with a company with such lousy customer service and seek 100% refund of original purchase price.

  Business response

  05/20/2022

  Business Response /* (1000, 5, 2022/05/17) */ This Customer agreed to the terms and conditions on our website prior to agreeing to the purchase. It clearly states all checks are help for 10 business days for clearing. We explained to him that due to high demand and the current issues with the supply chain it could take additional time to receive his order he agreed to place the order. His order was shipped out on 5/16 as promised to the customer. Consumer Response /* (2000, 7, 2022/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, the company finally did send the product but only after multiple calls and the fourth promised delivery date. So I guess if they keep on promising eventually they are going to hit it, until they don't. Still not the type of business I would choose to give my money to in the future.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've purchased precious metals from Provident Metals, SD Bullion, BGASC, ApMex in the past without problems. When I purchased from Gainesville Coins, I expected similar service. I was shocked when they emailed me in response to no indications that my very large order was placed that I was due to be processed after 10 business days or longer. After ten days I called and the sketchy sounding man who answered provided no responsiveness to their unreasonably long delay, just a "your order's in the queue." Be aware their order site is BS - they have nothing in stock and orders items based on "float" and will take advantage of price differences from the time between your order and their ship out to make additional profits. They need to get their licenses revoked as they will also charge your credit card 5% prior to wiring your fee while forcing this incredibly exasperating long wait. If you cancel your order afterwards due to this unreasonably long wait, they will charge 5% restocking as well as "any market losses." This is a scam business. AVOID AVOID AVOID this garbage dealer.

  Business response

  05/20/2022

  Business Response /* (1000, 7, 2022/05/19) */ Mr. *** did place an order with Gainesville Coins on 4/26/2022 and received his order on 5/16/2022 which given the times we live in is quite acceptable. Due to shipping delays that itself can take a week. This is all explained to the customer before they agree to place an order. Much of this complaint is based on a mistaken understanding of how hedging works in the metals business. We hedge our position in the market at the time each customer locks in their order, so there are never any "additional profits" based on the prices of gold or silver fluctuating after an order has been placed. The 5% credit card authorization is simply a hold not a charge that is voided when we receive and process a customer's full payment. This 5% is never captured except in the event the customer decides to cancel their order. The fact that we charge a restocking fee plus any market loss in the event of a cancellation is stated clearly in our Terms & Conditions, which the customer must agree to prior to placing their order. Likewise, it is also stated to the customer up front that payments take 10 business days to process, and currently our minimum shipping time is 4 to 6 weeks. There are significant supply chain delays in the bullion industry right now, and demand for gold and silver are very high. The processing time may seem like an "unreasonably long wait" in the customer's view, but this was all agreed to by the customer in the Terms & Conditions prior to their order being finalized. Consumer Response /* (2000, 9, 2022/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for in-stock items ( 3 ea 1oz "date-of-our-choice" u.s. gold eagles ) on 01/04/22 . The wire transfer for $5,721.61 was completed the same day. On Monday February 28th, received an email stating "Your order XXX-XXXXXX is scheduled to ship on 3/3/2022, and as soon as your order has shipped, you will receive an email with tracking information." As of 03/20/2022, I have yet to receive notice that my order has shipped. On 03/10/2022 I logged into my account on Gainvesville Coins website, my order still shows "Order Received" status. I am still waiting on product to be in stock and ship as of 03/10/22. It's been over two months since I placed my order.

  Business response

  03/15/2022

  Consumer Response /* (2000, 5, 2022/03/15) */ Hello, I received my product today. Please close this complaint.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec 2 Gainesville Coins indicated that I would receive a full refund for an order I originally placed Nov. 2, 2021. Every time I call Gainesville Coins they indicate that I should wait a little more. The amount at issue is over $90,000. After originally failing to fill my order and now failing to send my refund check I am beginning to worry about their truthfulness. My record of contacts with Gainseville Coins is as follows: On Dec 1, 2021 I called Gainesville Coins to verify when my bullion coin order would be sent, at which time I was verbally told that a shipment date could not be provided, at which time I requested a full refund of my check payment. On Dec 2, 2021 I received an email confirmation that a full refund had been authorized by Gainesville Coins. On Dec 2, 2021 I called Gainesville Coins to verify when I could expect to receive my full refund, within 10 days for the refund to be received. On Dec 13, 2021 I called Gainesville Coins to confirm when my refund check had been sent, at which time a person called Natalie said she would call me back with the information I requested. On Dec 13, 2021 I received an email from Gainesville Coins that confirmed that a refund check had been sent, but without an indication of when it was sent. On Dec 17, 2021 I called Gainesville Coins to ask why I had not received my full refund check, at which time a person called Nate said that he did not know when my check was sent or when it would be received.

  Business response

  12/29/2021

  Consumer Response /* (2000, 6, 2021/12/28) */ For case XXXXXXXX I have received my refund check. Thank You

*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. ↩