ComplaintsforUS Coin Depot

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 22, 2023, my credit card was charged in the amount of $6,200.00 for a coin I did not wish to purchase. Although I contacted US Coin Depot some four times now to state and restate I do not wish to purchase the coin in question, I do not wish the coin to be mailed to me, and that I want a credit in the amount of $6,200.00 to my credit card account, US Coin Depot has not taken such action as of the date of this complaint. During each of the four calls to US Coin Depot I was told the coin was enroute to me via **** However, as of March 31, 2023, I have not received the coin and cannot find any *** record the coin was actually mailed to **** want US Coin Depot to process a refund in the amount of $6,200.00 to my credit card account.

  

  Business response

  04/17/2023

  The customer has been made whole. This complaint was due to a misunderstanding. All product was ordered as directed and has been shipped to the client. As always we will follow up to ensure the client is satisfied.

   

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  BBB,
  
  Although on at least three separate occasions over a two-week period I told US Coin Depot I did not wish for it to deliver the coin in question to me and to refund the $6,200.00 purchase price charged to my credit card on March 22, 2023.  However, each time I contacted the company to request it take such action, I was told the coin was already "in the mail" and US Coin Depot would not issue a refund.
  
  Please note the coin was shipped to me via *** 2nd Day Air and delivered to my home on April 17, 2023, which is some twenty-five (25) days after US Coin Depot charged my credit card.  Therefore, and assuming its use of UPS 2nd Day Air means the coin was shipped to me on or about April 15, 2023, I believe I was repeatedly and deliberately misinformed regarding when US Coin Depot stated to me the coin is already "in the mail." 
  
  Following my actual receipt of the coin on April 17, 2023, I deliberated whether I should keep the coin since I had already paid for same, but ultimately determined to return the coin to the company.  On April 20, 2023, I contacted US Coin Depot to initiate the return process and was told the company would obtain and provide a return authorization from Jonathan Patti and then contact me "right away" to provide specific instructions regarding how to return the coin and receive a refund.  However, as of today, April 25, 2023, some five (5) days later, US Coin Depot remains silent and has not yet contacted me to provide requested product return information.
  
  Therefore, I am not satisfied with the way US Coin Depot has handled my separate requests to (1) not mail the coin to me at all and refund the purchase price; and (2) provide separate instructions regarding how to return the coin leading to issue and receipt of a prompt refund to my credit card in the amount of $6,200.
  
  Respectfully submitted,
  ***** ** *********
  

  
  

  
  
  
  
  
   
  

  

  Business response

  05/09/2023

  Dear Better Business Bureau & *** **********
  Resolution to Complaint ID: ********

  Allow me to recap the current status of the situation so that all parties are on the same page and are aware that US Coin Depot wants to resolve this complaint in the most efficient way. US Coin Depot has no objections to offering *** ********* a full refund and this was clearly stated in the email US Coin Depot sent to *** *********'s personal email dated 4/28/23 at 4:25pm. I also attached a written proposal to *** ********* offering a large credit to his account along with a discounted purchase price off of any future orders as a courtesy for any inconvenience that was caused should he choose to keep the package and close the complaint with the BBB. If he chose not to keep the package and wanted a full refund he was advised to return the package for Inv ******* for $6,200.00 right away and notify the BBB once we received the package and issued the refund.
  Let's take a step back for further clarity.
  Inv ******* from 03/21/2023 shows an adjustment of $800.00. A savings that was offered to *** ********* to resolve a complaint he previously made on the original order in the amount of $6,600.00. *** ********* called the office to get an ETA on shipping as his original order was taking longer than normal to ship. US Coin Depot located a very rare coin for *** ********* and the coin was delayed in transit several times causing a delay in shipping *** *********s package. We decided to extend a courtesy to *** ********* as he is one of our valued and loyal customers. It was possible to ship *** *********s order right away by substituting his coin with something of similar type and value. Same date, same grade, same type and additionally, part of an exclusive signature series from the grading service NGC. US Coin Depot owned the replacement coin for $800 cheaper then the coin originally sold to *** ********** Rather than charge him current market value for the replacement coin we passed along the savings to our client and deducted that amount from *** *********s original order. *** ********* was happy and grateful and that problem was solved and US Coin Depot was able to provide a great service.
  The upgraded coin at the discounted price for Inv ******* shipped out to *** *********
  Shortly after receiving the package *** ********* followed up with our office and complained about the upgraded order. He stated he wanted the gold and wanted to complete the 4-coin set we had been building. He believed he got a good deal but he stated that he just booked several vacations for the remainder of the year and now he just wants to return the coins and get his $6,200.00 as soon as possible. I was obviously taken back by this. US Coin Depot felt that our ability to respond, and our significant cost savings extended to *** ********* was possibly overlooked. Possibly a lack of understanding or awareness of how well he was treated in our previous resolution. We went above and beyond to provide top notch professional services.
  This latest complaint and demands are unprofessional and unrealistic in our opinion. *** ********* failed to return the package to our office for a full refund. Our letter stated to return the package to our office and we would issue a full refund. *** ********* made logistical errors and he failed to return the package as instructed. *** ********* cannot put demands on US Coin Depot that can not be realistically met and are no fault of our own. *** ********* is asking for services that involve going to his safety deposit box, his home, packaging the order and having it delivered to a local shipping company. Those services don't exist and US Coin Depot is not responsible for any of those issues.
  US Coin Depot values customer service. US Coin Depot has a return policy. It's clearly stated on our website and on the backside of every invoice. 
  US Coin Depot maintains is offer to pickup the package from *** *********s residence within the 30 day inspection period starting on the day the package was received 04/17/2023. Please have the package ready for pickup before May 17th 2023.
  US Coin Depot needs a verbal confirmation by email or by phone when the package is ready for pick up.
  Please email: [email protected] or call ************ ****
  Thank you
  US Coin Depot

  
  
  

  see below for reference 
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  Customer response

  05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As previously stated, I will close this case following delivery of the coin in question to US Coin Depot on May 12, 2023.  If US Coin Depot cannot arrange to have the coin picked up on May 12, 2023, I will not be able to transfer possession of the coin until June 30, 2023, the date I return home following extended business trips.

  As per US Coin Depot's request, I e-mailed the below content to US Coin Depot on May 10, 2023:

  US Coin Depot,
  
  I will retrieve the package in question from my safe deposit box at 8:30 AM and it have it ready for you, or your agent, to pick up at my home address at any time after 9:00 AM on May 12, 2023.
  
  As I stated with my complaint response, I am only available to do this on May 12, 2023, since I will be away from home starting on May 13, 2023, and will not return home until Friday, June 30, 2023.
  
  Best Regards,
  ***** ** ********* ***** ********** **** *********** ** **********

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩