ComplaintsforBullionMax

• Initial Complaint

  04/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Following is a copy of the payment I made to Bullionmax through ******. My computers system was unable to copy it as a document and upload it. Please notice that in it I paid for two (2) item's # ***** 5 Oz Silver Starter kits at ******* and ******* for a total of ******** that, in fact I did not receive. When I tried to phone the owner and tell him this, he would not answer the phone. After a week, I felt obliged to notify ******, after which I got some correspondence from him telling me that he refuses to refund me my money while ****** was looking into it. Since he did not provide a detailed shipping invoice, ****** is challenged at resolving this dispute, because I did receive a partial shipment. At this point, the owner, **************** refuses to refund me my $****** for the items he did not send me. All I am getting from him is the "run-around". ****** Invoice: Bullionmax ********** Mar 22 Payment - ****** Credit You reported a problem with this transaction. See the status of your case in the Resolution Center. Paid with ****** Credit$******** on March 22, 2022 Shipped to *** ****** **** Pride Port ****** ** ********** ** XXXXX-XXXX United States Have you received this order? ****************** April 5, 2022, Sent by *** Status: Shipped Pickup address Transaction ID 1VXXXXXXXXXXXXXXS Seller info Bullionmax http:**************** Purchase details *********************************************** The XXXX X oz ************************** in brilliant uncirculated condition has the new and striking Type 2 obverse design, pa Item #********** $2,170.20 XXXX X oz Silver Starter Kit BU For the first time, the perfect starter pack for new silver enthusiasts is now available. Don't miss out - this is an ideal Item #*********** ******* XXXX X oz Silver Starter Kit BU For the first time, the perfect starter pack for new silver enthusiasts is now available. Don't miss out - this is an ideal Item #*********** ******* *************** **************

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/05/30) */ Contact Name and Title: ************************ Contact Phone: XXX-XXX-XXXX Contact Email: ************************ We're sorry to be reading Mr. ******'s concerns. He purchased ********************************* Silver Starter Kits from us on March 21, 2022. Customer wanted expedited delivery of his precious metals however, the Silver Starter Kits wouldn't be ready for shipment for another few days. In light of this, he requested that we cancel the Silver Starter Kits so we could ship the Silver Eagles out immediately. In the interim of us issuing a refund, we received notification that *** ****** filed a chargeback for the entire purchase - including the Silver Eagles portion of the order that was fulfilled and delivered to him on March 30, 2022. Because the chargeback was issued for the full amount, and not just the amount that was owed to him for the partial cancelation, this has unfortunately caused some delay with the Merchant finalizing the chargeback. We've cooperated and followed up with the Merchant and will continue to do so. We'd love to expedite the process and refund *** ****** directly for the canceled portion of the order, but because he did a chargeback, those funds are no longer in our possession, they are with the Merchant. Since the Merchant is holding all the funds form the order, Bullion Max has also not been paid on the precious metals that were fulfilled and delivered to *** ******. We too would like this resolved quickly, however our hands are tied while we wait for the Merchant. We encourage the customer to reach out to the Merchant as well in hopes of expedited services. Consumer Response /* (3000, 7, 2022/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bullionmax's response is not my experience. 1. I DID NOT and ****** DID NOT file "a chargeback for the entire purchase", only for the Silver Starter Kits. 2. ****** has reassured me MORE THEN ONCE, that Bullionmax had BEEN PAID for the price of the coins only. 3. ****** has closed the case, and they have decided not to pay Bullionmax for the Silver Starter Kits, so in fact, Bullionmax is not waiting to "refund Mr. ****** directly for the canceled portion of the order". There is o refund, thanks to ******'s consumer oriented business attitude. 4. Meantime, Bullionmax has issued a *** "return ticket" for the ENTIRE ORDER, as though I am supposed to return the coins I paid for, making it appear that they ALONE were the entire cost of the order I paid for. Business Response /* (4000, 11, 2022/07/11) */ ***Document Attached*** On June 27th, BullionMax finally became able to refund Mr. ******. We refunded him rather than ship any product since the silver market lost about $5 per ounce and he was purchasing 10 ounces. He could place a new order for a considerably lower cost, and that seemed fair after experiencing the delays in being able to refund him his money. BullionMax worked tirelessly with ****** representatives to get this payment issue resolved. We wanted this matter resolved for our customer, so we took the lead. Notice that even when they ruled the case in our customer's favor, they didn't just refund him the money. We processed the refund immediately upon receiving this communication and seeing we once again had the tools to do so. We are submitting a file showing timestamps when BullionMax was first notified the case was settled and for the proper disputed amount. Not a full refund. We hope refunding the customer rather than shipping metals is an acceptable way to resolve the issue since the market dropped so sharply.

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