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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On June 23, 2023, I placed an online order with APMEX, for precious metals. The online order form requested both our billing address and if different, our ship-to address. The order was paid for by e-check from our bank, ************ ***On June 24th, I received an urgent message from APMEX, for me to call them. In speaking with a customer service rep, I was told that they would not ship to an address other than the bill-to address, regardless of the fact that their website indicated otherwise. Since I am away from my billing address during summer months, I could not accept the order there. I was then told that the order would have to be cancelled. However their refund policy was to hold my payment for 60 days.That is the reason for my complaint. It was no problem for them to receive my payment immediately via e-check but they intend to hold my money for 60 days before issuing a refund.Today, July 8th, I elevated my complaint to a manager's level but was told to contact my bank, that APMEX policy was to hold my money per their 60 day policy.I contacted my bank on June 25th and initiated a Fraud Report, which they suggested as their method of retrieving my funds from APMEX. The Fraud report is still in review as of today's date.
Business response
07/11/2024
While we understand your frustration, we are unable to refund orders for 60 days when there is non-compliance with our verification process per AML law. We are unable to bypass this restriction, unfortunately. You can however, recall the funds through your bank. If you have any questions, please feel free to reach out to our verifications team. **************************Initial Complaint
07/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
CORRECTED COMPLAINT FILED 7/3/24 WITH ADDITIONAL INFO:RE: APMEX ORDER # EPO1032015:I agreed to sell 10 gold 1 oz. *********** to APMEX after my conversation with Mr. *** on 5/30 and shipped them out that same day via *** precisely following the detailed instructions that were required by APMEX's insurance carrier, using 2 boxes with identical labels (see photos). *** never delivered the original package and a claim was subsequently filed on 6/7. Two weeks later I received a phone call from APMEX ********** that "my shipment" was located in *** Overgoods in **************. Supposedly, all they had was a baggy containing coins, with no mention of the original two shipping boxes. Last Thursday, 6/27 *** delivered the "contents in a baggy" in a *** mailer to APMEX. Due to their end of the month inventory, APMEX' reveiving **** did not open the package until 7/1 at which time they discovered "a discrepancy" in what they received versus what I had sent. I have requested photos of that which they received to compare it to the 10 - 1977 Krugerrands that I sent (see photo) and have gotten zilch. If *** pulled a bait and switch and sent APMEX something else to cover their tracks that is not my problem,. I was assured by Mr. *** as well as their Claims **** that I was covered 100% by their insurance and that it if it was lost that all should have been recified with funds transferred to my account by the end of June prior to this "questionable *** package" mysteriously showing up. I have dealt with APMEX in the past but always as a buyer, this was my first time as a seller and it has been an absolute nightmare! I did everything Mr. *** told me to do and yet it certainly appears that I am being scammed by *** or APMEX or both. I want my promised funds now!!!!! In assition, my APMEX account has been locked by APMEX security as if there is a problem with my account, or with me as a seller!Business response
07/11/2024
The items that were sent to APMEX by ************** were fraudulent and not able to be authenticated as stated by our claims and receiving team. We are unable to pay for purchases of items that are not able to be authenticated by our team and equipment. We apologize for the inconvenience, but according to AML law, we are also unable to ship fraudulent items back to consumers. We certainly apologize. For further information, please feel free to reach back out to our claims department. ************Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 29 I was giving a quote of $4517.00 to buy two gold bars from me.on may 30 ***************************************************************** instructions on how to ship the items to them. After they had received my gold bars I received a phone call from them telling me my bars were fake,as confused as I was I asked for the bars to be returned to me and the shipping was to be charged to a credit card that I had filed with them. Since then I've not been able to get much communication from them. I have emailed them several times and have only had one response about my bars. That response was that the rep. I was doing business with said he was getting with his receiving ***** And was going to find out where my bars were,that was on June 25 2024. Since then I have not been able to get another response from them even though I have reached out several times. The purchase order # is ********* I have all the emails between them and myself,alone with pictures of the bars, pictures of me packing the bars shopping labels,in short pictures of the whole shipping process. The rep. I was dealing with is *********************. Just to make sure we all have my name correct it's *************************** because they may have me as just ***********************Business response
07/05/2024
Our records indicate that we have had our purchasing team discuss the matter by phone a few times, but we are happy to take the time to explain further if you would like to call ************ Option 2. We are unfortunately not able to send back counterfeit bars due to laws that restrict our ability to do so. We apologize for any inconvenience this may cause. Again, our team is happy to discuss this further by phone.Customer response
07/09/2024
Complaint: ********
I am rejecting this response because:No one told me you would destroy my bars and if they are not real,you should have to show proof of this. I attempted to contact you several times and after almost a month I got only one response and was told by your Rep.that he was going to get with his receiving **** and find out where my bars were. After that I still attempted to reach out to you and again no response. I was never sent anything in writing,no email or anything to show proof my bars were fake or to show me you destroyed them, I'm just simply supposed to take your word over the phone from someone I've never spoken to from your company.one more thing while I'm writing this I'm also on hold with the phone number you gave me when responding back to the BBB and as of now I've been on hold for 1hour 22min. This can only leave me with the belief that you are taking advantage of me, so I'm once again requesting that you honor our arrangement and pay me the amount we agreed upon.
Sincerely,
*********************Business response
07/11/2024
Unfortunately, we are unable to pay for fraudulent merchandise. We apologize for the inconvenience. We are unable to ship fake items through any carriers as it is illegal. We apologize for the inconvenience.Customer response
07/15/2024
Complaint: ********
I am rejecting this response because:once you received my bars that was the end of communications from you. I reached out to you several times and zero response came from you. You didn't even follow your on guidelines,for one I was required to file a card with you in case the deal didn't happen this way you would charge my card to get your shipping cost back, you didn't charge my card for your shipping cost back,you never sent me a letter or a email explaining why I wasn't getting paid.you did have someone call me and tell me my bars were fake but this conversation also included you shipping my bars back to me and charging my card on file with you for that shipping. So now I'm asking to hear the recording of the phone calls, you say phone calls are recorded for my protection so let's hear them so everyone will know. I followed every guideline you had when getting ready to ship but you cut communication as soon as you had my bars.. communication didn't start back from you until I contacted the BBB, that alone and the fact that you didn't take the legal rights you had to charge my card and get your out of pocket expenses back. Not following your own rules and guidelines should be enough to say I'm being taken advantage of...
Sincerely,
*********************Initial Complaint
07/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
You can clearly see from the photos that these are not the same coin. They arent of the same value. This is bait and switch.Business response
07/03/2024
Thank you for reaching out to APMEX. According to the records on your order, it appears we sent you instructions on sending the item back for return on 6/28/24. We are happy to provide a refund of the item that you were unhappy with. If you need our returns team to re-send those instructions, please contact us at ********************************** or by calling ************.Customer response
07/03/2024
Complaint: ********
I am rejecting this response because:Your initial return had me paying for return shipping and insurance. I shouldnt have to pay to return a coin that I didnt order and you misrepresented.
You sent me another email on 7/3 stating you will now pay but it is too late, I gave the coin away. The desired outcome from this would be to have you quit switching coins on people. I ordered a First Strike because that is what I collect and you took it upon yourself to sub it with a First Day Of Issue. If I wanted a FDOI I would have ordered that. Stop subbing coins and give people what you advertised and they ordered.
Sincerely,
*********************Business response
07/08/2024
When completing a return, we are able to waive applicable fees if you contact our support or returns team in certain circumstances. We are happy to review these requests on a case-by-case basis. We continue to offer a return for refund for your item with no additional fees.Initial Complaint
06/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
*** SHIPPED MAY23 FROM ***** FL LOST IN TRANIT HIALEAH FL. APMEX REFUSES TO COMPENSATE ME FOR THE **** OF OVER $2400 SAYING I DID NOT PROPERLY PACKAGE THE **** AND SILVER COINS CORRECTLY. HOW CAN THEY SAY THIS WHEN THEY DO NOT HAVE A PACKAGE. *** ADMITS THEY LOST THE PACKGE BUT THAT APMEX IS RESPONSIBLE TO COMPENSATE ME FOR THE ****.Business response
06/25/2024
Unfortunately, we are not able to complete the claim on your sell to us order due to you using the logistics at the *** store to package your items. It is stated in our terms that you are not to disclose the contents of your package to any store employees or the carrier. We certainly apologize, but unfortunately there are certain specifications that our insurance policies require us and our customers to follow in order to be able to pay out a claim. If you would like further information or details regarding your specific case, please feel free to reach out to our claims team at *****************.
**********************************************************************************************************************
Customer response
07/09/2024
Complaint: ********
I am rejecting this response because: I delivered the boxed package to *** exactly per your instructions for delivery to your location and without discussing the contents with any *** employees. The APMEX answers to the APMEX questions have been misinterpreted by APMEX to avoid being responsible for the loss of my gold and silver coins. Numerous phone calls to your claims department were stalled or handed off to other employees in an effort to discourage me from filing a claims loss. I feel that APMEX has dealt in a bad business practice and not been responsible for my loss of almost $2500.Sincerely,
***********************Business response
07/11/2024
The claim found that the *** location was used to box the items, they were not delivered pre-packaged therefore the employees there were aware of the contents. If you have any further questions, please contact claims at ************Customer response
07/15/2024
Complaint: ********
I am rejecting this response because: APMEX response is not true. The package was delivered to *** fully packaged per APMEX instructions and APMEX failed to properly investigate in order to avoid an insurance claim.
Sincerely,
***********************Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a bullion coin on June 6, 2024, via eCheck. The coin was expected to ship on June 14, once the bank cleared the payment. However, on June 14, no shipment was made, even though the payment had gone through.I called on Monday, June 17, to inquire about my order, and by the end of the day, I received a cancellation notice. Now, I am being told that I need to wait another week to receive my refund. This delay is unacceptable as the fault does not lie with me, yet I am the one who has to wait for my money.The only response I have received is a $20 credit via phone order and the information that the refund process takes a week. This response is insufficient and does not address the inconvenience caused.Business response
06/19/2024
In order to research this, can you please provide the name, email address on the order or the order number?Initial Complaint
06/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My last autoship order through their auto invest program (gold and silver). My lastest shipment was damaged and empty. When it was received it was in a wrapped clear package from **** saying that the package was damaged and there was no content inside the package. So basically they tracked a damaged package to the delivery of my house which means the contents that I paid for were not in the package.I reached out to the company and basically they refused to resend the products I ordered or reimburse for the amount The order was said to be delivered on May 1st and I raised the issue to them on May 11th. The order number for this was. ******** and the tracking number **********************Business response
06/13/2024
Unfortunately, we are not able to begin a claim on this issue due to the request being received outside of the window allowed by our insurance policy. We certainly apologize for the inconvenience.Initial Complaint
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have bought some gold coins from APMEX back in 2022, the coins were unable to verify with my Sigma precious metal verifier. I have notified APMEX with online chat and unable to resolve because I can't prove it back then.Just recently, I have sent those coins to NGC(Numismatic ***************** and verified NOT GENUINE. They are fake!Business response
05/29/2024
Unfortunately, being several years in the past, we are unable to assist you with returning this order. At this time, we are unable to verify that the items came from your order or from APMEX. We accept returns within 7 days of delivery for any reason. We authenticate all of our products with a Sigma and XRF machine when they are received in our facility to ensure authenticity. We also have trained and experienced numismatists on staff to ensure we, and our customers, do not experience issues with product authenticity.
Please see our return policy which can also be found on our website.
What is your return policy?
We guarantee your satisfaction at APMEX. We provide all our customers with a refund, return and/or ******************** policy on everything we sell including all bullion and certified coins. This right is limited to seven (7) days from the date on which the customer receives their items.Initial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased a silver bar from the company via ****. Tracking said delivered and it surely was not delivered. Upon waiting a few days going to the **** website it showed the item to be returned to sender. Reaching out to the company has gotten me nothing but copy paste responses and i have yet to get any resolution to this issue. I have never had an issue contacting a company so this is very frustrating and somewhat concerning that no customer service is available. 2 weeks after purchase and i have no silver, no refund and no response.Business response
05/29/2024
Thank you for reaching out. This order and claim was placed through **** which has made a determination on the case at this time. For more information, please feel free to contact us at ************************** and we will be happy to send more details.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.
Sincerely,
*****************Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After making an order online using the vendors website the items that were purchased never arrived and funds were still rendered to the vendor. After making 4 phone calls the vendor will not confirm when the items will ship and told me that I can just believe them or not that it will arrive once shipped but can not confirm ship date. The vendor also does not have a good process for later orders are being filled with the same items.Business response
05/29/2024
This order shipped out of our vault on 5/21/24 and was delivered on 5/25/24. Please let us know if you have any further questions or concerns at ************, our team is always happy to look into these types of questions for you by phone, chat or email.
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Customer Complaints Summary
120 total complaints in the last 3 years.
53 complaints closed in the last 12 months.