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:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In February I purchased an 1874 CC Trade dollar SKU#*****/XD-3-355 Invoice #******** from Apmex. I submitted to NGC for grading. **** was returned as "Not Genuine" in early August. I informed Apmex. Apmex replied that they do not guarantee grade and the return time limit was exceeded. I was sold a counterfeit coin which is not a grade.

  

  Business Response

  Date: 08/21/2024

  Our returns department has requested the documentation from the grading service NGC. Please provide that documentation to *********************************** We appreciate your cooperation in this matter as we try to work with you to resolve it. 

  Customer Answer

  Date: 08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and submit the attached photo.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/16/2024

  Type:Delivery 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 have successfully ordered over $20,000 from APMEX but no longer will I order until they reimburse me for a lost order. They will not file a claim with the insurer because the **** messed up and gave my product to an unknown party. The police department won't file a formal report nor will the ****. The **** is still investigating but the supervisor at the branch blamed misdelivery on an unknown contractor since the delivery was made on a Sunday. I provided as much information as I could including that I reported the loss to the local police **** but they would not act on a business dispute, and to **** who could not provide me even with the deliverers name nor the identify of who the product was given. Without this, APMEX dismissed my claim. I will not be buying any more product with them unless this is resolved. Order date was Mar 24, 2024 paid by eCheck. I am out of money and out of product. Really poor customer service after I have purchased over $20,000 from APMEX.

  

  Business Response

  Date: 08/21/2024

  Unfortunately, this claim was denied due to non-compliance with our policy. In order to file a claim with our insurance, we need a police report regarding the stolen items. Please contact our claims team directly for information on how to obtain this police report and to request the claim be re-opened. You can reach them at ********************************* or ************ Option 119

• Initial Complaint

  Date:08/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 purchased a $4000 worth gold bar from apmex. When i reveiced the **** package, there is one openned apmex box and nothing is in it.Also, the packge should require my signature upon arrival. I didn't sign the signature.I have box openning videos for the package. but the system does not support uploading videos.APMEX Order Number: ******** **** shipping tracking number: **********************

  

  Business Response

  Date: 08/14/2024

  Thank you for contacting APMEX. Our records indicate that you reported this issue yesterday, 8/13/24 and that our team let you know that we would begin a claim investigation. We appreciate your patience during this process as our claims department looks into this issue with the carrier on your behalf. It can take 2-14 business days to get information back from the carrier. Please feel free to reach out regarding this ongoing claim investigation by emailing ********************************* or calling ************ and ask for the claims team. 

  Customer Answer

  Date: 08/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: the case is still under investigation. No any progress shared so far.

  Also, regarding

  >> as our claims department looks into this issue with the carrier on your behalf.

  The **** package looks intact when i picked in the up at the drop location. Looks like the APMEX box was opened before they were put into the **** package.

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

  

  Business Response

  Date: 08/21/2024

  We appreciate your patience while we continue the claims process. You can reach out to our team directly for updates on your claim and the progress at ********************************* or by calling ************ Option 119

• Initial Complaint

  Date:08/10/2024

  Type:Product 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.

  Dear Better Business Bureau,I am filing a complaint against APMEX regarding a transaction where I have not received a refund for a returned order.Order Details:Item: 10 oz Gold Bar - Brand Name Varies ***** Fine Gold Bar Price: $22,382.90 USD Item ID: ************ Order Number: ************** Seller: APMEX (99.2% positive feedback, ******* ratings)I purchased this item from APMEX through ***** However, due to the suspension of my **** account, **** requested that APMEX intercept the delivery. Consequently, the package was returned to the sender without ever reaching me.On April 8, 2024, I received an email from APMEX's returns department ************************************ confirming that they had received the returned package (RMA235706) and that the return process would be completed within three to five business days. Despite this confirmation, I have not received a refund, nor have I received the product I purchased.I am now left without either the product or my money. I respectfully request that APMEX either re-ship the product or issue a full refund immediately.Thank you for your assistance in resolving this matter.Sincerely,

  

  Business Response

  Date: 08/12/2024

  Thank you for contacting APMEX. We have researched your order and there was a chargeback on the order which was resolved on June 5, 2024. There is documentation in **** stating that there is no further action needed on the part of APMEX. You may need to contact your card issuer if you are not seeing the funds back in your account/on your card. If you have further questions or concerns, we suggest reaching out to **** as they have all of the documentation on the issue/dispute. We hope this helps with your inquiry. 

  Customer Answer

  Date: 08/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for your previous response. However, I must emphasize the urgency and severity of my situation.
  
  My purchase was intercepted during delivery and returned to APMEX without ever reaching me, leaving me without both the product and the funds. Despite attempting to resolve this through multiple channels, the outcome has been unacceptable.
  
  PayPal Claim: I filed an "Item Not Received" (INR) claim with PayPal (what you referred to as a "chargeback") under Dispute Case ID: ******************. Unfortunately, PayPal declined my claim solely because the transaction involved physical gold, which they exclude from their Buyer Protection policy. This decision was based on the nature of the product, not the validity of my INR claim. The fact remains that I did NOT receive my purchase, and I have not been refunded. I will provide proof that this claim was closed without a refund issued to me.
  
  **** Claim: I also pursued a resolution through **** under case ECCIE-*****, SR# *************** **** has confirmed they will not assist further due to my account status, stating: "Thank you for providing the *** confirmation that the item was returned to the seller. However, as a result of the suspension placed on the account, ************************ does not qualify for ****s Money Back Guarantee. Therefore, **** will not be taking any further action." They have explicitly directed me to contact APMEX, as you received the returned item.
  
  *** Confirmation: *** has confirmed that the parcel was successfully returned to APMEX on April 8, 2024, at 11:12 p.m. (Tracking Number: 1*****************). *** advised me to contact you for a resolution, which is why I am reaching out again.
  
  Given that I am now without the product and my funds, I demand that APMEX immediately issue a full refund of $22,432.89 USD or arrange for re-delivery. If this is not resolved promptly, I will escalate this matter legally.
  
  *********************************

  

  Business Response

  Date: 08/14/2024

  Due to the chargeback from the payment company, we do not have the funds for this order. Please contact your financial institution for details of your chargeback status. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Thank you for your response, but I must correct the statement that you do not have the funds for this order. This is incorrect. I have not been refunded, and therefore, the funds are still with ***** Since I purchased this item on **** from APMEX, you indeed have possession of the funds.
  
  If **** has not yet paid you for this order, it is your responsibility to request the payout from them and then refund me accordingly. I have uploaded clear evidence from PayPal showing that my chargeback claim has been resolved without any refund being issued to me. This is unacceptable. I am left without the product and without a refund, yet the funds are with you.
  
  I insist that APMEX immediately issue a full refund of $22,432.89 USD or arrange for the re-delivery of the product. This matter needs to be resolved promptly to avoid further escalation.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/08/2024

  Type:Product 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.

  On May 24, 2024 I requested that APMEX/Citadel liquidate some of our gold and silver assets. Subsequent to that request, I had numerous phone calls with ***************************, *******************************, and ************************* because there were some items on one list that did not show up on others. This caused confusion about what the final amount would be that I would be receiving for the sale of the gold and silver. After much discussion the missing items seemed to be found and I understood that we would be receiving a total of $245,987.79. I explained to them that I have been dealing with a serious illness and my wife would be trying to help me with all this. In a phone call to ****** I disputed the original *** amount of $213,405.12 and another *** was sent for us to sign off on. My wife signed off on the *** assuming that the discrepancy was sorted out and that the new *** was for the higher amount. When we logged into our account on **********************/Citadel website on July 8th, 2024 we saw that $245,987.79 was the amount shipped to our bank account. However, the amount that was actually transferred into bank account on July 11th was $213,405.12 (a difference of $32,582,67). Since then, we have had numerous phone call and emails back and forth to *******************************, *********************, *************************, and *************************** but no one has explained what the discrepancy is and our latest email (dated August 3rd) requesting an explanation has been completely ignored. I cant help but feel that my age and illness played a big part in them being able to take advantage of me which I believe constitutes elder abuse.I want this sorted out and the $32,582.67 deposited in my account.

  

  Business Response

  Date: 08/14/2024

  Thank you for bringing this matter to our attention. We understand the importance of transparency and accuracy in all of our transactions, especially when it comes to our customers' valuable assets. After a thorough review of the situation, we would like to clarify the following:
  Confirmation of Payment: Before any transaction is finalized, we confirm the amount the customer will be paid. This confirmation was clearly communicated to **************** during a recorded call on July 5, 2024, where the total amount of $213,405.12 was agreed upon.
  Confirmation Email: As part of our standard process, a confirmation email detailing the transaction was sent to **************** at the time of the transaction. This email included a breakdown of all the items sold and the agreed-upon payment amount. Additionally, we have sent this confirmation again on July 31st, 2024 and August 1st, 2024 as we offered to explain the details again on a scheduled call.
  Citadel Confirmation: Citadel, our trusted partner, also spoke with ******************** to confirm the same details that were communicated by our team. Both our records and *******'s confirm that the correct amount was agreed upon and subsequently transferred to ******************** account.
  We take all customer concerns seriously and strive to ensure that every transaction is handled with the utmost care and accuracy. If there is any further documentation or clarification required, we are more than willing to provide it. Thank you for allowing us the opportunity to clarify this matter.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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.

  One June 27, 2024 I initiated a Sell to APMEX for 3-1 oz platinum coins and shipped the 3 coins to them, using their shipping and insurance on same day. The package went missing at the ************* *** facility. APMEX requested an investigation with *** on 7/5/24 and *** closed the investigation on 7/10/24 stating The investigation requires additional merchandise description. APMEX then denied the overall claim stating that I didnt follow the packing instructions (didnt use brand new boxes, but I did use like new condition boxes). My complaint is that the package was lost at the *** facility, APMEX failed to comply with *** requests during instigation; we never did find out what happened to the package, APMEX just assumed it was my fault because I didnt use brand new boxes. This was a convenient way to deny the claim for APMEX, but it doesnt get to the truth of who was at fault for the package going missing at the *** facility.*** Tracking Number: ****************** *** Detailed Tracking as of 08/08/2024 07/10/2024-10:21 A.M.Investigation Closed: The investigation requires additional merchandise description. Please visit ***.com/claims or contact *** for additional support. 07/05/2024-4:41 P.M.We've begun an investigation to locate the package. 06/29/2024-7:35 A.M.On the Way Arrived at ******** *************, **, ************* 06/29/2024-7:23 A.M.Departed from Facility *************, **, ************* 06/29/2024-6:19 A.M.Departed from Facility *****, **, ************* 06/29/2024-5:45 A.M.Arrived at Facility *****, **, ************* 06/28/2024-10:18 P.M.Arrived at ******** **********, **, ************* 06/28/2024-12:07 A.M.Arrived at ******** **********, **, ************* 06/27/2024-9:57 ************ from Facility Landover, **, ************* 06/27/2024-3:42 P.M.Drop-Off Landover, **, *************

  

  Business Response

  Date: 08/14/2024

  We have reviewed your claim regarding the lost package. Unfortunately, we must deny the claim as it does not meet our mandatory packaging requirements. Specifically, our policy requires all shipments to be double-boxed in brand new boxes to ensure anonymity and safe transport during transit. 
  Since this procedure was not followed, we are unable to process your claim in accordance with our policy.
  Rest assured, APMEX has completed a thorough investigation into your claim and have provided the carrier with all required information. We thank you for your understanding.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I was not provided with any other options to ship to AMPEX so I used APMEX shipping process. The APMEX site indicated *** ships all orders to APMEX fully insured via Next Day or 2nd Day Air which leads the seller (me) to believe that the carrier is insuring the packages safe transit to APMEX, evidently, that is not the case; APMEX misleads the seller in believing *** is insuring the package, that doesnt seem to be the case. Also, APMEX has not completed a thorough investigation. According to the carriers status for 1Z7FY7670230575508, APEMX did not provide the necessary information for the investigation. On 07/10/2024 at 10:21 A.M the carrier indicated that The investigation requires additional merchandise description. Please visit ***.com/claims or contact *** for additional support, and as of 08/14/24, that is still the status from the carrier. If APMEX did indeed receive a response from the carrier providing the results of their investigation, they should upload the official report provided by the carrier to the BBB site so the BBB and the complainant can review.

  
  As for the packaging, upon the loss of the package, APMEX sent me a lengthy questionnaire regarding the packaging which I completed honestly and accurately and returned to APMEX (See uploaded APMEX questionnaire sent back to APMEX). As BBB can see, the packaging was completed in a manner that was more than capable of safely and securely transporting 3 ounces of content. Packaging was not the cause of the loss; what was? We still dont know.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/26/2024

  Thank you for contacting APMEX regarding the Purchase order # **********. This email is to inform you that your claim has been denied due to non-compliance with the packaging instructions:
  
  On 06/27/2024, we emailed you APMEX Logistics instruction. We specifically stated in our email that You must follow the packaging and shipping instructions in the below link when shipping to APMEX to guarantee quickest, safest and insured delivery.
  
  *****************************************************************************************************************************1*******************************************
  
  Our shipping instructions clearly advising you Contents must be placed in a new box. Please do not use a used box or a box marked with hazardous materials.. This will protect your products during transit and arriving to the destination safely. 
  
  For these reasons, we are notifying you that that your claim has been denied. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: ********
  
  I will continue to reject this line of reasoning in APMEXs responses. AMPEX did not follow through on a proper and thorough investigation with the carrier to determine if the package was lost or stolen at the carriers facility in *************, *** (which is likely).  AMPEX states on their web page that *** ships all orders to APMEX fully insured via Next Day or 2nd Day Air; the APMEX statement misleads the consumer in believing the package is fully insured against lost of theft through ***s Next Day or 2nd Day Air services;it isnt.

  
  APMEX indicates on their web page Contents must be placed in a new box. Please do not use a used box or a box marked with hazardous materials; APMEX does not state that they will refuse claims on the basis of not adhering absolutely to this statement regardless of the true condition of the packaging, and in this case, it was new. Essentially, APMEX claims that the package is insured and leads the customer to believe that its insured against loss or theft by the carrier; again, misleading the customer.

  
  Very Sincerely and Truthfully,
  
  *****************

• Initial Complaint

  Date:08/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On July 22nd 2024, I ordered a gold coin from APMEX, "********* Great Britain Gold Sovereign ********************* BU" & a container to hold it, "Coin Capsule Direct Fit - 22 mm" (Order Attached) The order total after tax was $607.67. The order confirms it qualifies for 'QuickShip' and was guaranteed by APMEX to ship out the next business day.My payment to APMEX cleared the same day. (Payment Received E-mail attached) Their estimated ship date was July 25th 2024.After business hours on the 29th, two business days after their estimated ship date, I enquired about why they had not shipped in the attached "Payment Received" email chain.APMEX responded with a form letter saying they had no answer, ***************** 1" thread attached.August 2nd I followed up with another email. (Payment Received Thread).APMEX responded with the same form email, ***************** 2" thread attached.I called APMEX August 6th to enquire again. APMEX **************** responded saying the new expected date was August 13th in an email titled and attached as "Gmail - Order Delay OID ******* [#C93BEA]" which their OID does not correspond with my order number. On the phone, they said my order may not be 'QuickShip' guaranteed.In the attached email threads you can see they do not respond to questions about my order.Not including this order I've been a customer for $5k of orders and they have broken any professional trust I had in them.I'm concerned that APMEX are trying to rob me of my payment and the products I paid for on July 22nd 2024.

  

  Business Response

  Date: 08/09/2024

  Unfortunately, there is an inventory discrepancy with the order you placed. We emailed asking if you would like to swap the item with the comparable  item ***** (Great Britain Gold Sovereign Coins (Random) BU) or if you would like a refund. Please respond to ***************************************************************** with your selection. If we do not hear back within 7 days, we will issue a full refund for the purchase price. We sincerely apologize for the inconvenience. 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  My original order on July 22nd 2024 was quickship guaranteed.  APMEX originally estimated shipping on July 25th 2024.  APMEX didn't attempt to resolve the situation until 10 Business Days after July 25th 2024 on August 8th 2024 when they offered a substitution.  APMEX have not yet given a reason that they did not abide by their Quickship Guarantee.  APMEX have not compensated me the $10 for the Quickship Guarantee.  They say the reason they did not ship is because of an inventory problem on their side.  As a customer this makes their QuickShip Guarantee look like FALSE ADVERTISING.  I feel MISLED as a customer that the quickship guarantee lists 1 (One) Business Day and they waited 10 (Ten) business days before attempting to resolve it yet they give no reason for failing their QuickShip Guarantee of the original order.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/16/2024

  We apologize for the inconvenience of your order impacted by the inventory issue. I have issued a $10 account credit. Please call our team to use that credit on your next order at ************ Option 1. We hope this helps with your inquiry. Please let us know if we can do anything additional to assist you in this matter. 

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair 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 bought toned ****** dollars from them, they were altered and artificially toned when suppose to be natural toned coins. I sent the coins to NGC to get graded, NGC is the standard of coin grading. Im not asking for a full refund but they wont budge. They have the ability to see and back up my claims but they refuse.

  

  Business Response

  Date: 08/09/2024

  Thank you for the feedback. In reviewing your account, we have accommodated several returns for you in the past. If you are ever unhappy with an item, you are always welcome to send it back for an exchange or refund. For un-graded items, we do not guarantee the grade it will get back if you decide to send it off to be graded. We also do not guarantee any designations that PCGS or NGC may apply to the graded item. We do sell pre-graded items from both companies which we stand behind the quality and designation on. We suggest purchasing items that are already graded instead of sending them off yourself in the future. If you wish to return any items you purchase, please let us know by emailing ********************************** within 7 days of delivery. If you would like an exception made to the return policy, please also send that request to ********************************** for consideration. We sincerely hope this helps with your inquiry. 

• Initial Complaint

  Date:07/08/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:07/03/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *********************