Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was watching a particular gold coin on their website for weeks. As the price of gold began to rise I decided to purchase it. I checked the store's website to make sure that the price had not changed. It had not. Since I live fairly close to the store I called to make an appointment (they are by appointment only). We reviewed the coin that I wanted and made an appointment for later that day. When I arrived I was told that there was a mistake made and the coin was now $ ****** more. The explanation was that they had entered the higher price on the computer at some point, but somehow it didn't show up.They did offer to sell me a gold bar, but I only collect coins, so I declined.

  Business Response

  Date: 03/28/2023

  Pricing and Availability
  Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
  Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.

  These are the terms and conditions that are clearly stated on our website, the gold price has been very volatile and we do our best to keep up with pricing.

  This particular coin along with a group of similarly graded gold coins were updated in price last week but unfortunately the update did not take on this coin. The coin was not purchased on the website but the customer tried to buy it in the shop at the price stated on the website.

  I do feel sad that this error happened  and I would gladly sell the coin for a discounted price but I do not feel obliged to sell the coin for far less then the current market value.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19850435
  
  I am rejecting this response because:
  The coin in question was listed on their website for at least many weeks at what I'll call the "original price". I assume that this price would have given the business their desired profit. I researched **** and websites for the same coin before attempting to buy the coin in question and I could have purchased an identical coin elsewhere, ON THE SAME DAY, for $ ***** more than the coin in question, not the $ ****** increase Coin Exchange desired.

  I understand that a company can ask any price they want for their merchandise, but they are professionals in their field and the "change didn't take" just on this particular coin seems odd to me. Wouldn't it make sense for someone to check to assure that any updates "took"?
  
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  Business Response

  Date: 03/28/2023

  We are human and sometimes make mistakes I am sorry that you do not like it. I have no interest in dealing with someone who is only interested in "picking me off" when I have made and obvious error.

  Take care and again I am sorry that this happened.

  .

   

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19850435
  
  I am rejecting this response because:
  As I said in my last response, on the day I went to your shop, there were other coins available at a slightly higher price from other sources. I was just looking for the best price, not trying to "pick you off". Let's be sensible about ****************. From my perspective I could have started off by claiming it was "bait and switch" but I didn't, and don't think that was the case now. You seemed to just want to maximize your profits.

  Don't worry about dealing with me again.

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