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".
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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.
Initial Complaint
04/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with Gainesville Coins on 01/02/2024 for 80 Silver Rounds at a cost of $2,070.45 and charged in full to my **** Credit Card on 01/11/2024. On 01/24/2024 I called to check the status of my order and was informed by **** that it will ***********-9 weeks because they are behind in processing orders. An email to Gainesville Coin was sent also on 01/24/2024 on same subject. On 01/25/2024 **** responded with " we are impacted with an unprecedented demand for precious metals and are experiencing some extended delays. We're actively monitoring your order. Once your order is ready to ship, we'll send you a confirmation with all the details." On 03/21/2024 I sent another email to Gainesville Coins asking when my order will be shipped, it's been 3 months since I placed the order. On 03/25/2024 **** responded with "sincerest apologies cause by the delay in shipping. Your order is scheduled to ship within the next 2-4 days." 13 days later, I'm still waiting for my order. In my opinion there is no legitimate and honest reason why a coin dealer would operate this way.Business response
04/30/2024
We explained to this customer his order was missed by our system and we apologized, we refunded his shipping and overnighted his order *** at our expense he received his order 3 weeks ago not sure what else we could have done to make him happy.Customer response
05/01/2024
Complaint: 21542623
I am rejecting this response because: "was missed by our system" is a covering action by Gainesville coins after 3 months of sitting on my order. I believe they have used every excuse in the book to stall orders. I contacted the BBB and thanks to them, my order was finally sent to me.Case closed.
Sincerely,
*************************Business response
05/06/2024
We did our best to make this customer happy unfortunatly some people can't accept that mistakes happen. We are happy to close this case.Initial Complaint
03/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #****** placed 1/19/24 check received 1/23 & cleared.Today is March 16 Company will not answer the ************** come back undeliverable.Business response
03/20/2024
This customer bounced a check on another order, we tried calling and emailing him with no responses our fraud department cancelled his account and is refunding him for this order. We have no record of him calling us or emailing the company. If he emails are bouncing back he probable is using the wrong email address. We receive hundreds of emails a day without a problem.Customer response
03/20/2024
Complaint: 21439429
I am rejecting this response because:First I did not Bounce A Check to Gainesville Coins. I Stopped payment on a 2nd order when I discovered they lost their BBB accreditation 12/5/23 and could not get any response from them on the 1st overdue order.
The only time I heard from them was when they discovered I stopped payment on the check for the 2nd order.
You still cannot get them on the phone and emails come back undeliverable.
This business has over 200 complaints in the last year.
Sincerely,
*************Initial Complaint
03/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order for (5) 2024 American Silver Eagles with this company in January.THAT they responded to immediately.Have not received the coins.Tried to contact them first by phone.A recorded message picked up & place me on hold.After 7 minutes with no re3sponse I hung up.Sent them 2 separate emails, both were not delivered.Business response
03/19/2024
Mr. ********** payment was received and cleared the end of February and his order was shipped out on 3/7/24. We do not have any record of any email or phone calls from him. Many times the customers are spelling Gainesville incorrectly that would be the reason it was rejected.Customer response
03/20/2024
Better Business Bureau:
I was *** to contact Gainesville Coins & they resolved my complaint however the key question concerning any involvement with a business is 'would you use them again".
Answer is no.
Thx for your help.Sincerely,
*********************************Initial Complaint
02/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have used Gainesville coins for several years with no problems. My office is just down the street so i simply ordered the metal to be picked up at the main office location.In early December I placed an order for my wife's Christmas present for around $590.00. I called about the 23rd of December and asked if the order came in. I was told, not yet but they would call me. i have never received the call, so I went by their store and rang the door ****, waiting for the Sheriff Security officer to open the door, and never got a response after quite a few rings. They are obviously ghosting their clients, so I wish to join any class action suit that has begun against them. I can't understand how they are still able to pay for a Sheriff's Deputy to guard the place, when the owners seem to be the criminals here.Business response
02/26/2024
I apologize ****************** our Sheriff's Deputy didn't answer the door when you arrived at our showroom please provide me the day and time so I a can check our security cameras, he may have been in the restroom or maybe you came during 12-2 when we are closed for lunch which is clearly stated on our door. Either way we have been trying to reach you by phone and email to let you know your roll of Silver Eagles is ready for pickup in our showroom between 10:00-12:00 or 2-4 PM Monday through Friday
Again we are sorry for your inconvenience but we do need the date and time you arrived for further investigation on our end and we will take appropriate action if the deputy was not either in the restroom or we were closed for lunch.
Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gainesville Coins. Placed order December 5, 2023. Check received and cashed. Shipping expected January 15. Contacted by phone January 29, 2024. Agent said two more weeks and that they were very busy. It is now Feb. 20. My emails are returned "failed delivery." The phone line is not answered except by a machine after ten minutes. I have no idea if this company is in default or have skipped town. They are adding insult to injury. I will be hiring a lawyer and pursuing legal action if not resolved within the next seven days.Business response
02/22/2024
Spoke to ************** 10 Minutes after filing this complaint, he realized his emails were being returned because he spelled Gainesville incorrectly. Our supervisor had a nice conversation with this customer who said he was very satisfied hearing his package is going out tomorrow we offered to upgrade his shipping but he declined.
We apologized for this delay and since ************** has ordered from us 33 other times with no problems he said he was letting the BBB know he was satisfied.
Initial Complaint
02/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I locked my price to sell items to Gainseville coins on January 18th. They advertised they would make the pay out within 12 days. It has been far longer than that. I have contacted them two times with no response. I mailed them $2374 worth of metals and locked in that price that they would pay me. They have not paid me yet and they are holding my metals.Business response
02/12/2024
We have been trying to reach this customer for over a week because his wire instructions were incorrect.With no response Luckily today we finally got a hold of him and he was able to send me the correct wire instructions so I could wire his funds immediately. We had a very nice conversation thank you ******************** for all your help today happy you received your money as promised.Initial Complaint
02/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order # ***-505814 Order placed in December 2023.My check for $459,23 was received by Gainesville Coins on January 2 2924 and I still do not have my coins???Business response
02/09/2024
We have been calling and emailing this customer with no response about his order, one of the products was not available and we have been trying to reach him to substitute another product. Since he is refusing to call or email us we are shipping his order out today and including a refund check for the missing coin.
Customer response
02/10/2024
Complaint: 21258571
I am rejecting this response because: This ******** is the biggest liar in history. I WILL NEVER DO BUSINESS WITH HIM AGAIN!!!!!
Sincerely,
***********************Initial Complaint
02/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered gold coin on 5-Dec-2023. Wired money on same date. On their website, they acknowledge payment received. To date, have not received the item. Still shows as not shipped on their website.Called them several (4 or 5) times, only once do they pick up the phone (two weeks ago). Said they would try to ship it during the coming week.Business response
02/05/2024
We will be reaching out to this customer to be resolvedInitial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed on 11/06/2023 Order total: $10,283.05 (Paid on 11/07/2023)Items ordered: 5bars of 1 oz COMEX Approved Gold Bar With Assay Certificate ***** Fine Nature of dispute: I have not received the full order, 2 of the 5 bars were delivered on 01/25/2024 and am still waiting for the 3 other bars to be delivered. It should not take over 12 weeks to deliver 5 ounces of gold. This business has terrible customer service.The business has not contacted me about any updates on when the rest of my order will be delivered. I contacted them multiple times about my order and they wont give a straight answer on when it will be delivered. They continue to make empty promises I called in last Friday 01/26/24 to see when they would ship the rest and they told me by the end of the day on Friday or the following Monday (01/29/24). I called them back again today on 01/30/24 to which they told me it would ship within 48 hours. The order number is ******Business response
02/05/2024
This order has been shipped in full.
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Contact Information
Customer Complaints Summary
264 total complaints in the last 3 years.
149 complaints closed in the last 12 months.