ComplaintsforGainesville Coins, LLC

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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 today

• Initial Complaint

  06/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 30 silver rounds on 2/5/24. On 2/14, after not receiving a shipping confirmation, I reached out to them. **** stated that my order would ship in 3-5 weeks of placing the order, and that they were hit with "unprecedented demand."On 3/18 I reached out again. I was finally answered on 3/29 by ****. He apologized for the delays, and stated my order would ship within 5-7 days, and that I would receive a shipping confirmation. Now it's 4/12, and I've not heard anything regarding subsequent delays, nor have I received a shipping confirmation.

  Business response

  04/16/2024

  The order has already shipped

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Jan. 9, 2024 I places an order with Gainesville Coin of ****, ******* for 35 1oz. solid gold bars. After many weeks of wait I received 25 1oz. gold bars in 2 shipments though ***** On box held 11 bars and the other held 14 bars. Email contact with the seller, I was told that they shipped 35 1oz. gold bars. This is not true. I know the shipping weight of each **** Priority Mail package will prove what was sent.

  Business response

  04/27/2024

  First of all this order was shipped in two separate boxes and they went Registered Mail which does not require a weight. The label clearly says 1oz which is the default. The box alone weighs more than 1oz. This customer called us for the first time 3 weeks after receiving his shipments which  he picked  up at the post office. As per our terms and conditions on our website see below
  

  "in the event you believe there is a problem with any order, including
  any missing or damaged items, the problem must be reported to Gainesville coins withintwo (2) business days of receipt of the order. Your
  failure to report a problemof any kind within two (2) business days
  of receipt of an order will constituteyour acceptance of the order as received".

  When the customer called us (3 weeks after receiving his shipment) stating he was missing 10 bars he told our supervisor on a recorded line he didn't believe Gainesville Coins was at fault in any way, and he was blaming the ***** We offered to send him our internal shipping video showing the packages being prepared for shipment showing all ********************************* seeing it. We have confirmed the bars were all shipped to this customer in good faith, the post office has confirmed he picked up the registered packages and signed for them without question or incident. What happened to them after he opened his shipments is not are responsibility we suggested he check with others in his household. Any further correspondence regarding this complaint will be directed to our Attorney's
  

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # ****** I paid $2,431.45 by check 03/04/2024, I got depressed because I have waited so long time but my order is undeliverable. Please help me to get my money back. Thank you!

  Business response

  04/12/2024

  This customers order is in our shipping department ready to go out.

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have just received my order today after 6 weeks for waiting. Please close the case for me.

  Sincerely,
  
  ***********

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered some silver eagles in Feb. 2024 and they have yet to ship them. Order Date: 2/13/2024 Date Check Received and cashed : 2/20/2024 My order says: "Payment made by check requires an additional 10 business days to clear after it has been received."This means the order should have shipped around March 4.After checking the status several times during March and still getting the waiting to ship status, I email them and get this response on 3/25/24: "Regrettably, we've encountered some unexpected delays in our fulfillment process, which has impacted the timely shipment of your entire order. However, I want to assure you that we are working diligently to rectify this situation and ensure that your items reach you as soon as possible. Your order is scheduled to ship within the next 7-10 days."So even if you take this to mean 10 business days, it should have shipped by April 8. I call them on April 10 and they tell me it should ship next week sometime. Meanwhile, they are still selling silver on their website with no mention of extra long delays.

  Business response

  04/12/2024

  This order was shipped out and completed.

  Customer response

  04/17/2024

   
  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. Thank you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Regarding Order #****** from 03/05/2024 It was already strange to have to mail a check across the country, and even more strange to have to wait 10 business days for the check to clear?? I don't understand but I definitely agreed to these terms. And then... you guessed it. They deposited my payment a month ago, didn't ship the item, and they refuse to even venture a guess on when they will ship the item. After they notified me that the check had been received, I responded directly to the email and this is the message I received: The response from the remote server was:550 permanent failure for one or more recipients (*******************************:550 No such user here) I have also reached out by phone to inquire about order status but was given no good answer and left in the air. Now I went online to research if any other consumers were experiencing similar situations and the results are mind-boggling. EVERYBODY has the same experience with this company. After receiving a myriad of complaints, even the BBB has reached out to them in an attempt to put an end to the mistreatment of consumers. But nothing has changed. I would highly recommend avoiding doing any business with this company. If you are a customer of ********************** and have experienced the same, please reach out to join a class action lawsuit to take your part of the judgement against them and to ensure that justice is served. The list of victims is growing every day and we'd love to add your name to it. The reviews on BBB are bad enough, but Reddit is another site that showcases the complaints of victims and historical accounts of inappropiate behavior on behalf of Gainesville Coins. I encourage any prospective customer of theirs to review these accounts prior to sending them any money.

  Business response

  04/08/2024

  We have researched Mr. *************** $142.00 order and found no correspondence on our email server from this customer, and no phone calls from his number. His order has already shipped out but given his threats and accusations we will be banning him from our website.

  Customer response

  04/10/2024

   
  Complaint: 21543062
  
  I am rejecting this response because:  Gainesville Coins has a long and extensive history of subjecting it's clients to similar issues.  Evidence of the mistreatment can be found on this website, as well as many others.  They tend to give the same response to all complaints, namely that they never received email or phone correspondence.  In the meantime, any victims are urged to contact the BBB directly and voice complaints here.  Within an hour of the BBB getting involved and contacting the company, my order was in the mail.
  
  Sincerely,
  
  *************************

  Business response

  04/13/2024

  This customer order was delivered on April 11, 2024 His shipment has nothing to do with his threats and complaints to the BBB. He agreed to the terms and conditions on our check out page which clearly state shipping times are 3-5 weeks his check cleared on 3/25/2024 and it shipped on 4/8/2024 as promised.

  At Gainesville Coins we are committed to providing the beat service possible. Having been in business since 2005, we value every customer and strive to meet expectations. However, it is important to address that the tone and content of your recent communication have been both concerning and unacceptable.  We do not tolerate threats of any nature and our legal team has been made aware of your actions. We are here to assist you respectfully and efficiently, and we expect the same courtesy in return. This is our last communication regarding this order.
  

*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. ↩