ComplaintsforAmerican Precious Metals Exchange

• Initial Complaint

  05/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Today, 05.04.24, I received a package at my mailing address: ************************************************. Order ID ********, Order Date 5/2/2024. The invoice said they would bill me via PayPal - ****** and showed Total # of Orders: 14. I did NOT place this order!!!! I reported this as fraud to my bank and PayPal. I took the package to **** and had to pay to send it back! This is utter fraud!!!! I wanted to make this report! I now have to keep monitoring my PayPal account because of this!!!

  

  Business response

  05/07/2024

  A Return label is being sent to you by email from *********************************** Our verifications and fraud department manager is reaching out to you by email and phone to try to resolve the issue but we need further details. If you do not hear from them directly, please contact us at ************ and ask for the fraud manager. We certainly appreciate you bringing this to our attention. 

  Customer response

  05/08/2024

   
  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. I sent the item back the same day I received it.  I will contact them to let them know. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  VIP customer with **********************. Recently purchased foreign currency and was charged tax because APMEX considers foreign currency "a product". There is no sales tax on the purchase of foreign currency that is currently in use and negotiable. Already placed a call with APMEX and got nowhere. This is a complaint on principle; APMEX lost the majority of my business a few years ago because of unskilled customer service. Should have known better than to go back.

  

  Business response

  05/07/2024

  We apologize for the inconvenience. We have submitted a refund which you should see within the next 1-2 business days. Please contact us with any further questions or concerns at ************

  Customer response

  05/10/2024

   
  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

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a coin from Apmex on 4/26. On 4/29, **** indicated the coin was delivered to my home, but it was not. On 4/30, I visited **** and they confirmed that the package was not delivered to my home, but to another location. That evening **** called me and informed me that they could not find the package and considered it lost. The next day in the mail I received a letter from **** confirming this which I forwarded to Apmex. Apmex asked me to make a police report, which I attempted to do on 4/30, but the police informed me this was not a law enforcement matter and to pursue the issue with the post master. I emailed this confirmation that they would not do a police report from the police to Apmex on 5/2 during the day. On 5/2 in the evening, Apmex informed me that they would require a police report in order to pursue my claim even though I had provided confirmation that **** had not delivered the package to my home. Apmex is required to insure the package during transit until it is delivered to me. **** has confirmed and I have provided this confirmation to Apmex that the package was not delivered to me. Therefore I should not be required to do any more and they should now resend the item. But instead they are giving me the runaround. They are demanding a police report, but the police have refused to do a police report for me as they claim it is a **** matter. Apmex is a HORRIBLE company who owes me the coin they shipped to me and they should provide it immediately. Please ask them to do what they contractually are required to do and provide my order to me.

  

  Business response

  05/09/2024

  This claim was completed and paid out to you on 5/7/24. Please contact our claims team if you have not received payment by the end of this week. It can sometimes take your credit card company 1-3 business days to process and reflect a refund. You should have received an email stating that your case was completed and awarded a refund. If you have any questions please reach out to ********************************* or call ************. 

  Customer response

  05/09/2024

   
  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.

  Apmex may want to work with it's claims people. It felt like the service is offshored to a foreign country. The normal customer service is very nice and kind. But the moment I put in a claim, I was treated with disrespect and suspicion and sent form-generated emails. It was a very offputting experience to be treated like a thief because **** delivered the package to the wrong address.

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $299.99 coin that claimed to be XF NGC with environmental damage per APMEX website. They sent me a Cleaned designated coin. There is a substantial difference between Environmental Damage and a Cleaned coin. ******** care told me they used a stock photo for orders and that they couldnt distinguish between cleaned and environmentally damaged. There is a big difference according to NGC. I want a complete refund. They want me to pay for a refund and I think they are committing fraud. Im a long time customer and am very angry over their deception.

  

  Business response

  04/04/2024

  Our returns department sent you information on how to return the item for a full refund on 4/1/2024 immediately upon your initial contact and request for return to our team. Once we receive the item back, you will be refunded. If you have any further questions or concerns, please feel free to contact us at *********************************** While we strive to always provide excellent items that meet your needs, please remember that APMEX offers returns for refund or exchange within 7 days of delivery of your items on all purchases. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charge 50 dollars for a address change. The company stated if you use paypal they charge ************************ address change. I placed two emails within minutes of the order with no response. I also cancelled the order within a day because no response.

  

  Business response

  03/28/2024

  On Thursday, March 21, 2024, **** contacted APMEX to request a change of address. We promptly replied on the same day, informing him that his request had been received and was currently under review.

  Additionally, we advised **** to log into his APMEX account to submit and save his new address, ensuring the update would be accurately reflected in our system.

  Subsequently, on March 22, 2024, **** decided to navigate the order cancellation process online. He submitted a request to cancel his order, acknowledging and agreeing to cover the associated market loss and cancellation fees. Following this agreement, APMEX processed and issued a refund amounting to $77.87 to **** the afternoon of the same day, completing the transaction efficiently.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not received the refund from my order that was cancelled by the company within the promised refund time- 7days. I have to call them several times to find out whats happening because they would not provide any updates. This is the process I should have not gone through in the first place if their verification agent was clear about why they cant process my order. Their customer service is absolutely terrible.March 4th: First online order placed. March 6th: Order issue email came. Their verification department needed more information about me(my drivers license, selfie and bank statement with my name) to process my order so I sent those. And also the payment method had to change from credit card to bank wire transfer because the customers service agent indicated that will take care of the order stall issue. But it had to be done on that day to honor the rate I got on Mar 4th. I sent the money- more than $1500. March 7th: I received an email about my payment confirmation from APMEX.Did not hear any updates from APMEX about my order processing for 3days.March 10th: I got an email about Order issue at 9:**** March 11th: I called them first thing in the morning. Only to find out that they cannot process my order because they cant verify me even though I provided all the information they requested. I raised the question about why their customer agent did not assist me correctly in the first place when they first sent me the order issue email on the 5th. The agent acknowledged their fault, apologized and said they will refund my money and wave the 5% cancellation fee.March 12th: I did not get any order cancellation emails so I called them again. The agent finally sent me the cancellation confirmation email, she mentioned that the refund should be issued in 7days.March 20th: Did not hear any updates from APMEX about my refund. I called the customer service line. Agent said the refund department will get back to me in 48hrs. This is unacceptable.

  

  Business response

  03/28/2024

  Firstly, we confirm that the refund for the transaction made via PayPal, with Transaction ID ending in 87230M, was processed in full on March 20, 2024. We understand that *** has acknowledged receipt of this refund, and we are pleased that this portion of the resolution has been completed successfully.

  Our records indicate that as of now, we have not received the proof of Bank Wire payment from Won as agreed upon. However, understanding the urgency of the situation, we proactively reached out to our bank to request that the wire be rejected and the funds Won's account. On March 25, 2024, they were informed that this process can take some time, and this timeline can vary slightly depending on the processing times of the involved financial institutions. Should there be any delay beyond this period, we requested that Won reach out to us so we can be of better help.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Placed an order with Apmex on their Website on March 1st. They took my money out of my bank account quickly with the **check payment option on their site. Was then informed a week later that they could not ship my item i had already paid for due to my bank billing address not matching my shipping address ( Was in the middle of moving to new home.) Was told by Apmex in order to receive a timely refund I had to go to my bank and recall the transaction and that this happens all the time. My bank has not made any progress in communicating with Apmex or getting through to anyone at Apmex. Still waiting on Apmex to reach back out to me after leaving messages and to issue me a refund. As of now Apmex has $409.29 of my hard earned money. This is unacceptable and they only company I have dealt with that will not be able to ship your order but at the same time not issue you a refund. Would just like my money back.

  

  Business response

  03/21/2024

  Due to verification requirements, we must ship to the billing address on our orders. The verifications team is happy to help if you are having difficulty in recalling the funds from your order through your bank. You may reach them at ************. AML law dictates that we must hold funds in this circumstance for 60 days. Once the mandatory wait time has passed, we will be happy to send a refund if you do not wish to recall the funds from your bank. 

  Customer response

  03/21/2024

   
  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.

  BANK IS UNABLE/WILL NOT RECALL FUNDS. WILL HAVE TO WAIT 60 DAYS TO RECEIVE REFUND
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a product from the company, when I first entered the order I requested it to be delivered at the garage. After having multiple issues connecting my bank to the purchase I forgot to add the notes. So the package was delivered to my mailbox which is daily stolen from, (look up **************** and you will see articles). I did not receive the package, I called support they said "DO NOT WORRY YOUR PACKAGE IS INSURED" and then I received an email stating that they cannot reimburse the item like the previous agent stated would happen.

  

  Business response

  03/19/2024

  Unfortunately, we regret to advise you that your claim has been denied. Our investigation in conjunction with the United ********************** along with that of our insurer, has been completed and by all indications, APMEX Order # ******** was delivered accurately according to GPS data and carrier investigation confirmed delivery procedure was followed.
  Please check with any other individuals at your address *** have been on the property at the time to see if they accepted the package Size: 9" X 5" X 3".

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2/26/24, I placed an order with APMEX to purchase precious metals totaling $2,424.53. The order was shipped on 3/5/24 and I received it on 3/8/24 at 3:31 PM. At the time of purchase, the description on the website for Product ID: ****** stated it would be shipped in a "red felt bag". When I received the product, I noticed it was not delivered in a red felt bag. I immediately went back to the APMEX website to read the description, which twelve days later, STILL stated, "red felt bag"! I sent an email to ********************************** at 4:01 PM informing them of the missing red felt bag. I received an email from APMEX at 8:30 PM informing me that my package was delivered. On March 9, 2024 at 7:13 AM, I sent another email regarding the missing item. On March 11, 2024 at 10:02 AM, APMEX sent me an email stating they did not see "red felt bag" included in the listing. I immediately went back to the listing and saw that they deleted the words "red felt bag" and replaced it with "protective packaging". I replied to the email at 11:16 AM stating my disappointment with the deceit and dishonesty of APMEX. While the issue concerns a simple "red felt bag", APMEX's actions call for a look into its business operations concerning False Advertising, ****************** Trade Practices and Consumer Fraud. Precious Metals are a worldwide commodity and therefore regulated by government and quasi government entities like APMEX. This regulation leads to monopoly & control, thereby creating limited options to customers. As such, companies such as APMEX must be held to the highest standard to uphold and balance the institutions and protect the consumer. Even if APMEX did not have the "red felt bag", they should have simply replied stating same. Instead, they proceeded to play on consumer intelligence by deliberately and deceitfully going into their system to change the words on the APMEX website to "protective packaging" and BOLDLY lying with intent to deceive me; that hurts the most.

  

  Business response

  03/12/2024

  We reached back out to you in response to your email concerning your order the following. Please let us know which of the three options you would like to do to proceed with your request. 

   

  (Sent 3/11/24)
  We apologize for the error on your order. After review- it appears the red felt bag was not supposed to be part of the listing and is not included with this product. The product manager over this line has made the correction to the listing.  We are sorry for the issue, and we can either 
  
  1)assist in the return of the product for refund
  2)apply a credit to your account in the total of $15 towards your next order placed over the phone
  3)Or, we could possibly ship out one of these velour bags instead if you would like:
  
  Velvet Coin Storage Pouches & Bags | APMEX
  
  Please let us know how you would best like to proceed.
  
  APMEX Returns

  Customer response

  03/13/2024

  
  Complaint: ********
  
  I am rejecting this response because I received an email from APMEX regarding $15 credit and I stated that it was acceptable so long as I would be receiving the check price on the future order.  They sent a response agreeing to this and asked that I call them.  When I called, the representative said they do not agree to the check price.  Thank you.  
  
  Sincerely,
  
  *******************

  

  Business response

  03/14/2024

  We are happy to send you the replacement velvet bag or apply the account credit as offered in the email response to your inquiry to ********************************** and response to your complaint. Please let us know how you would like to proceed and we will accommodate. 

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because it is inadequate to address the deceit and outright lie as stated in the correspondence to APMEX and BBB.  
  
  Sincerely,
  
  *******************

  

  Business response

  03/15/2024

  We have updated the product listing to be accurate and offered to send you the replacement items or a store credit in lieu of a replacement. Please let us know how you would like to proceed, and we will be happy to accommodate your request. 

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because the remedy is insufficient.  Please have APMEX delete my profile, all personal identifying information and bank accounts from all its systems.  BBB can continue with whatever next steps necessary and preserve this record for future customer's to be guided accordingly.  Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/18/2024 I placed an order for a 5-ounce silver bar. I have ordered more than $13,000 worth of precious metals from them in the past. Part of my order included $9.95 for shipping insurance. The order was never delivered to me. The local post office confirmed that it was misdelivered and that if the company would contact them (*********, ** post office, **************), they would provide details on it being delivered to the wrong address and work with them on a claim. APMEX refuses to contact them and has denied my claim. They are offering no replacement or refund.

  

  Business response

  03/04/2024

  Thank you for contacting us. This claim is still in progress and pending. The next step is for you to provide the police report that we requested by email on 3/1/24. Please send that to ********************************* or call our claims department at ************ for further information or instructions. We will be happy to help you along the process or to help answer any questions you may have. 

*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. ↩