Complaints

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a standing liberty silver round from money metals. The image on the website showed a crisp and clear image on the item with very nice detail. The item I received was nothing like the quality on the website. No detail visible and like a blurred image. They would not take it back and want to give me less than I originally paid plus paid for shipping back. Being that it was not as advertised I would expect them to take it back and pay shipping.

  

  Business response

  12/15/2023

  Silver rounds are a commodity product. The mints who produce them are aiming first and foremost to produce them at lower cost, with an acceptable level of quality. Clients who order them get the benefit of their considerably lower cost, but must be prepared for less than perfect condition. The client's description of the round "No detail visible and like a blurred image", however would not represent acceptable quality. Upon review of the client's call, he did not describe the round to be in condition this poor. A round in this sort of condition is also very unlikely to have passed our quality controls. We will follow up with the client.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased from the company Money Metals Exchange LLC on Oct 17 2023, an order wich has a value of $21,156.03, I never received their package. I reached out to the company on November 8 2023, to find out what happened with my package, they sent me a receipt from **** saying the package was delivered on November 4 2023, and in the receipt said the package was delivered at 66-**********************************************************************. (not my address) wich is **************************************************. and was the address provided for the shipping. They refuse to take responsibility of this incident, and all I know is that I have lost $21,156.03 trusting a company that seems to be a fraud.

  

  Business response

  12/14/2023

  This claim is still under investigation and no determination has been made yet. We are currently engaged with staff the local post office and with the local police. The question is whether the package was, in fact, delivered at the wrong address. We expect to make a determination shortly.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4 Silver Eagle Coins were purchased on-line on November 20, 2023. On December 9, 2023, I received a voicemail message from Money Metals Exchange that my order was recently returned to them and that they just needed to verify my address as well as pay an additional shipping fee and to give them a call at **************. I called Money Metals Exchange (MME) at ************ on 12/11/23. MME stated the shipper could not find the address. We verified that the address they had for delivery was correct. They had noted the address was a business address. I informed them that it was not a business address, that it was a residence. They stated that I would need to pay an additional shipping fee of $7.97 to receive the material. I told them that I thought that was inappropriate to charge me an additional shipping fee as the information regarding the address they had was correct and the reason for the return was of no fault of mine, and they should take the mater up with their shipper, which they stated was Fed Ex. From 11/20/23 until 12/9/23, there was only 1 day when no one was at the house during the day, which was Thanksgiving day, 11/23/23. I had never received any contact from the shipper. MME refused to waive the additional shipping fee. Since they have the material, I suggested they credit my credit card for the total of the order, $139.74. The only other option they proposed was to buy back the material. They offered ~$98 dollars. I considered this to be unacceptable and contacted my credit card company to place a block on payment to MME.

  

  Business response

  12/12/2023

  ***** tracking for the shipment shows ***** made two attempts to deliver the package. One on 11/24 and a second attempt on 11/27. The client was provided tracking when the package was shipped, he had access to the estimated delivery dates, and he knows when the delivery attempts were made. The client is responsible for being present to accept delivery, or, in the event a shipment is returned, he is responsible for the cost to have the package re-shipped. Money Metals always owns mistakes that we make, but in this case, the responsibility lies with the client. Given the client has disputed the payment for his order with the card company, we will be handling the matter via the payment dispute process and not via the BBB.

  Customer response

  12/26/2023

  The information that was provided from the shipping company is incorrect.  I was at my residence on both of the days that are identified.  I received no contact on those days.  I did receive a FED EX text that an item would be delivered the following day.  The text was received on 11/23, this was the only text received.  I received no contact on 11/24 nor on 11/27.  It is my opinion that the delivery company performed poorly in this instance and MME expected me to pay for their inadequacies.  This is not appropriate.  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a visit to ********************** and after a brief surf to check coin price and left contact information. they asking me to pay $109.40. I did not buy any product and no shipment made from Money Metal to me.

  

  Business response

  11/15/2023

  We have no affiliation with **********************. The order was placed online at www.moneymetals.com. The order was liquidated for non-payment on 9/29/23 and the client was added to a list of people we can no longer do business with. We are currently pursuing collection of the market losses associated with the failure of the order. Our company realized these losses when we had to unwind our hedge after the order failed - the additional inventory we purchased to replace what we expected to sell to this client had to be sold at a loss. The client was informed he was making a commitment before his order was placed and that the order could not be canceled. He was told we would pursue collection of the market losses if his order was not paid. The client had to digitally sign his acceptance of these terms in order to complete his order.  Orders cannot be placed by accident or unintentionally. The terms were reiterated as we attempted to collect payment. The client is responsible for paying the losses.

  Customer response

  11/15/2023

   
  Complaint: 20871624
  
  I am rejecting this response because: I am sorry to say this people doing business by manipulating people who visiting to their site <<  The client was informed he was making a commitment before his order was placed and that the order could not be canceled>> I did not placed any order and made no promise to buy, saw their commercial on ********************** and visited to Money metal site. I did not speak or chat to any live person and was not able to see how much they are charging for shipping and taxes. I added some items to the shopping cart and checked the shipping cost . left the site without checking out or making any purchase promise. It is  like when you go to a store, put some items in a shopping cart and change your mind and get out of the store. I left my email address so that they could send me information. I own a business and I am a contractor and doing business for more than 30 years has not even one complaint against my business. How people can manipulate the system and try to get free money. It is very easy to say they got an electronic signature from me but no one asked me for an electronic signature and if someone did that for sure it would  alarm me. I have hundreds of items in my ***** lows, ********** account shopping cart, and  waiting for me to check out. This does not make me promise to buy those items. In the end how can they take an order without getting paid?

    I know signature is a commitment and did not sign and did not comet to buy.
  
  Sincerely,
  
  *******************************

   

• Initial Complaint

  11/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 41 1oz silver sounds and the one extra that was not part of a complete tube was of excellent quality, while the 40 in the tubes were low quality in detail like they dull in color and even the grooves around the edges are mostly warn smooth. My complaint is that they did not allow my review to be posted on the product page. They are intentionally only allowing 5 Star reviews to be seen. This is a very deceptive practice. My order was placed on August 11, 2023.

  

  Business response

  11/14/2023

  Product reviews that are not 5-star reviews are definitely published. However, we work to confirm that an individual leaving the review has indeed ordered the product they are seeking to review. Due to spam reviews and illegitimate negative reviews submitted by people who are not clients, we have to confirm whether a review is genuine. We have located your pending review, and it is now published. Our apologies for the delay.

  Customer response

  11/14/2023

   
  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.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 7, 2023, I placed an order for 2 Gold ***** Rounds and 5 silver ***** rounds. The order was confirmed and I signed the contract (attached). I used PayPal as a payment method and Paypal approved the payment (confirmation attached). However, I never received my order. When I contacted Money Metals, they said my PayPal transaction "failed". That is not true. I asked them to provide proof of the failed payment and they have not responded. I want the rounds I contracted to buy at the price Money Metals committed to: $1,429.90 plus the PayPal fee of *****. Per their contract (attached) "You have committed to buy and we have committed to sell at the terms discussed, as reconfirmed on this invoice"

  

  Business response

  10/16/2023

  The client's transaction was declined. I have attached the payment details from PayPal. We do not have the client's funds.

  Customer response

  10/16/2023

   
  Complaint: 20732798
  
  I am rejecting this response because:
  The transaction was NOT declined. Your own receipt specifically says cancelled!  You cancelled my order and I can only assume it was because the price of gold went up. Not my fault Honor your contract. 
  Sincerely,
  
  ***************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a dummy order with check payment on the website but I attempted to cancel it. I got a billing statement for payment but I don't want the item. They charging me losses of $72. I have not purchased the item and don't wish to pay any part of it.

  

  Business response

  09/28/2023

  The client placed an order online. In order to complete the order, a client is informed they are making a commitment to buy and the order cannot be canceled or changed. They are told we will pursue collection of any losses associated with the order going unpaid. The client is presented with that policy in bold type and asked to digitally sign. Only then can the order be completed. This policy is reconfirmed on the order confirmation which is sent via email. The reason we are strict about order cancelation is there is the potential for losses on one side of the transaction or the other, depending on how the market price of the metal moves. We need to know the client is committed if the market price of the metal falls and the client wants to know we will not try to raise the price if the market moves higher. We hedge client transactions by purchasing replacement inventory at the same time we accept the client's order to buy. When the client welches on the commitment, and the market price has fallen, we wind up with extra inventory which was purchased at a higher price. When this stock later has to be sold at a lower price, we realize the client's losses.  We are pursuing collection of these losses as indicated when the client ordered and in subsequent correspondence with the client when she wanted to cancel.  We are not able to absorb those losses. This business only works of both parties to a transaction honor their commitments. 

  Customer response

  10/05/2023

  I have received and read the company response.  I spoke with the director on September 28 his name was either ***** or *****. He informed me of his response to my complaint and that my order was cancelled but I am placed on a do not sell list with their company.  
  
  I would like clarification that I am not being charges the $72. 
  
  Thank you 
  ***************************;

  

  Business response

  10/12/2023

  As stated, we are not able to absorb the client's market losses. Those losses plus the cost of collection are $97.65 and will need to be paid to avoid further collection effort. When the client called, I again explained how those losses were incurred. She appeared to understand, and I am not clear as to why she is once again asking for Money Metals to absorb those on her behalf.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an invoice from Money Metals Exchange for $2062.60 for an order placed online. I did not place any order with Money Metals Exchange. In fact, I have not even heard of this company until now. I would appreciate it if Money Metals Exchange would cancel the order and stop contacting me because this is fraud.

  

  Business response

  08/08/2023

  The order was placed online, as indicated. The payment option selected was ACH/E-Check and a bank account # and routing # was provided. The payment, however, failed because the account number provided was invalid. This order and a subsequent order, also placed online, have both been voided.  The phone number and email address provided with the orders do not match what has been provided to the BBB. We suspect these orders were an attempt at fraud by identity thieves. Our apologies to the victim. There will be no further attempt to reach this individual. It is important to note, however, that our firm did not fabricate the orders and send a demand for payment. We accepted orders via our website and we have operated in good faith. Had the individual engaged with us when we attempted to reach him, the matter could have been resolved quickly.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for product worth $4,579.61. Money Metals shipped the product. There was minimal shipping tape on the box and it was not shipped 2nd day air. The inner box got stolen in the shipment through **** *** has said that Money Metals is responsible for the claim because they did not follow the proper shipping protocol and directions. I saw the video of the packaging of my shipment and Money Metals barely used any tape on the outside of the box, therefore, it was easily opened, stolen and taped back up to receive an empty box. Money Metals is doing nothing to resolve this claim. They will not communicate with me or even contest *** after the blame was put directly on Money Metals. Their customer service does nothing to help rectify the theft. I had $4,579.61 stolen from me and *** blames Money Metals and Money Metals will not honor the claim after the theft.

  

  Business response

  08/03/2023

  The client requested delivery to her office. *** reports the package was delivered and signed for by one the the staff, and our client confirmed the name provided by *** is an employee of her company. We cannot be responsible for packages beyond the point of delivery. If a package arrives damaged, the client is responsible for rejecting the delivery and returning to sender while the carrier is still present. Otherwise we have no way of determining whether the package was damaged prior to delivery, or if a recipient removed the contents after delivery and then the contents are reported as missing. As a courtesy, we provided the video of the package as it was packed so the client could see it was done in our customary, high quality manner. The contents were double boxed, the voids were well filled and plenty of tape was applied. The claim that the client's order was shoddily packaged is verifiably false.

  Customer response

  08/04/2023

   
  Complaint: 20416731
  
  I am rejecting this response because: I attached pictures of the box. You can clearly see why *** is blaming Money Metals.  This box is a thin flimsy box and it was hardly taped on the outside, so the box was easily broken into.  *** says this is Money Metals fault for not following shipping protocol, so I can't even deal with the theft through *** because *** states the claim is Money Metals responsibility and Money Metals has horrible customer service. They won't return calls, when I first reported this theft of $4,579.61, they immediately had no interest in helping me as a customer.  I never dealt with such hideous customer service.  No one from my place of business signed for this package and Money Metals can see that there is no signature in the proof.   I placed an order in good faith, I had the product stolen and no one wants to help me rectify this theft of $4,579.61, this is the most unjust theft of a shipment that I have ever dealt with.  The shipper chose the shipping carrier and the class of shipping and yet will do nothing to help make this right.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/09/2023

  We reiterate that packaging was done in a thorough and professional manner. The pictures provided by the client do not show all of the materials used, including the second inner box and other inner materials. We reviewed video of the actual order as it was packed to insure the packing met our standard. There is no *** "protocol" for packing that we are aware of. We have developed best practices through our experience shipping tens of thousands of boxes per month and the box was packed according to our standard.

  However, the packaging standard is secondary. We know that packages can be damaged enroute on rare occasions, despite our best efforts. The issue is this package was accepted and signed for according to the carrier. The client confirmed that the name provided by the carrier is an employee of her firm. We do not find it credible that the carrier simply dropped the package and guessed correctly about the name to assign. We need packages to be rejected as damaged while the carrier is still present. We have no way of being sure about what happens to a package after the delivery, and we will not be responsible. This is especially true when the recipient chooses an office as a delivery address and multiple people may be involved in handling a package. When a client has a package delivered to a business they must trust anyone present to handle the package on their behalf. We are not responsible.

  We reject the claim that customer service was handled poorly. The client was kept informed of the claim progress in multiple phone calls and email exchanges. The client is frustrated she did not get the outcome desired, but the communication has been quite substantial.

  Customer response

  08/11/2023

   
  Complaint: 20416731
  
  I am rejecting this response because: I just talked with *** again and they said that Money Metals will not return their phone calls and they will not respond to their claim.  I am not the only one experiencing bad customer service.  I talked with the ************ and they also stated that there is no proof that Money Metals actually shipped the contents of that box.  I ordered in good faith.  Money Metals got my $4,579.61 and now they will do nothing to help resolve this theft.  Either the theft occurred at Money Metals or through *** but how do I know when Money Metals will not return phone calls from myself or from ***?  I had $4,579.61 stolen from me and I am trapped in the middle because of Money Metals.  I find it very strange that Money Metals would ship such expensive items in such a flimsy box with minimal tape on the outside, send it ground and then do nothing to help the customer rectify the theft?  Sounds very suspicious to me.  I had $4,579.61 stolen from me and I deserve some help in rectifying my claim.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with multiple members that were neither professional or helpful in any way. False promises made to assist in paying a "Debt" which was attached to no services rendered or product received.. Most would call that a scam. However I attempted to make a purchase in which I never completed the order and their company policy is if you go the last page on their web purchases it's as good as ordered and they will seek payment even if you changed your mind and were able to obtain the same metals at a better price elsewhere. ********************************* and *********************** sent a 600 dollar "market loss fee" to collections on a order close to 50k. Since metals have risen yet again so as a company they are in the business of charging people for metals they supposedly "purchased" which they have now made a profit on and will more than likely just resell to someone else. Double dipping may not be illegal but its a shady business practice... STAY CLEAR OF THIS COMPANY. APMEX or JM BULLION, NO ISSUES EVER.

  

  Business response

  07/17/2023

  The client is not being honest about the circumstances around his complaint. He placed an order and was presented with our terms prior to completing his order. We display prominently that the transaction cannot be canceled or changed once placed and ask clients to digitally sign immediately below that language. The reason orders cannot be canceled by either party is that there is the potential for market losses for one side of the trade or the other, depending on which direction the market price moves. When the client asked later to cancel, we explained that unwinding our hedge for his transaction would mean market losses for our company. We reiterated that orders cannot be canceled and let him know we would pursue collection of the losses. The client refused to make payment, the order was liquidated and the matter was turned over for collection. The losses are fixed at the moment the order is liquidated and the hedge is unwound. Price movements after that point are irrelevant. Again, all this was explained during multiple unpleasant exchanges with the client. The client is pretending not to understand. Ethical people understand it is not ok to make a commitment to buy, then renege when the market price item purchased has fallen.

  Customer response

  07/17/2023

   
  Complaint: 20321333
  
  I am rejecting this response because:
  
  

  The price was actually up days following the transaction. The 600 dollars means nothing. Almost laughable and obviously someones feelings are hurt and would rather argue than say we understand and take care of it. Will ever use this company again, not due to their company policy. But due to how they handle their customers as business professionals. I understand and have paid the debt to money metals for so called market loss weather I agree with it or not. Because its the right things to do. Treating clients poorly for non-business related emotions is unprofessional at best. 

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

*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. ↩