Investment Security
American Precious Metals ExchangeComplaints
Customer Complaints Summary
- 137 total complaints in the last 3 years.
- 59 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/02/2024
Type:Product IssuesStatus: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 $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
Date: 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
Date:03/22/2024
Type:Service or Repair IssuesStatus: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 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
Date: 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
Date:03/20/2024
Type:Product IssuesStatus: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 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
Date: 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
Date:03/20/2024
Type:Sales and Advertising IssuesStatus: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.
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
Date: 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 Answer
Date: 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
Date:03/18/2024
Type:Delivery IssuesStatus: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 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
Date: 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
Date:03/11/2024
Type:Delivery IssuesStatus: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 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
Date: 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 ReturnsCustomer Answer
Date: 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/01/2024
Type:Service or Repair IssuesStatus: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 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
Date: 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.Initial Complaint
Date:02/28/2024
Type:Customer Service IssuesStatus: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.
This is happening several times.Absolutely terrible customer service and understanding. **** at ************* was amazing dull-witted. Refused to ship item without explanation. When called, they transferred the call to several team as they refer to. Finally, an absolute idiot had the answer to my question. They could not ship to that address. The management has decided. Asked to speak with a member of the management was told that was already speaking to the ******** of the team. **** from *************.Business Response
Date: 02/29/2024
Thank you for the feedback regarding your experience dealing with our verifications department. We will review all correspondence and use it to better assist customers in the future.Customer Answer
Date: 03/01/2024
Complaint: ********
I am rejecting this response because:
The response from Apmex is laughable.For a few years I was one of their top customers and purchased tens of thousands of dollars worth of gold coins. Afterwards, suddenly an addle-brained female contacted me after a purchase to confirm basic information which was in their system for years.
In conclusion, Apmex would wish to have the privilege to be allowed to use my mailing address!
Sincerely and kindly,***********************************
Business Response
Date: 03/01/2024
We apologize that you are dissatisfied with our verification process. It is required by law as we are a dealer in precious metals.Customer Answer
Date: 03/04/2024
Better Business Bureau:
Repetitive responses have no bearing nor purpose.Since it is hopeless that APMEX will improve its inadequate operating management practices,
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
Date:02/19/2024
Type:Product IssuesStatus: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.
First of all I have been doing business with APMEX for years and love there company. I buy all holiday gifts from them and all my gold and silver coins from them. Please see order number ********. I ordered $4636.96 worth of product on 1/11/2024. I paid the next day air fee of $60 and change. When 1/15/24 arrived and my order had still not been received I used the online customer service inquiry on ********************** website. I got an email back from them on 1/15/24 stating they showed it should be received by 1/15/24 and if it wasn't to please email them back and they would request a refund on shipping and handling. Please see attachment I sent of email. NO ONE EVER REPLIED. For the next 15 days I emailed them often, I want to say every other day and no one ever replied. Finally towards end of the month I emailed another APMEX email address I had. They replied that they were sorry that they showed my order was received one day late. But there was no mention of a refund. I called my credit card company and they offered a dispute. I specifically said please only dispute the $60 and change not the entire transaction of $4636.96. ***** rep assured me plus it showed on all my communication from them that they only disputed $60 and change. I noticed APMEX finally issued a refund in February. So I called ***** and requested they close my dispute, which they did. I tried to make an order today with APMEX and was told my account was closed and APMEX no longer wants to do business with me. *****, with APMEX said he showed I disputed the entire amount. I know for a fact I only disputed $60 and change. ***** also asked me why I didn't call APMEX. I thought email was enough AND I just had a kidney transplant and I spend my mornings at hospital dealing with post transplant care. I left a message with manager ****, but ***** said he had never seen them reopen an account. I am asking for someone at APMEX whether it be **** or someone in upper management please call me. THANK YOUBusiness Response
Date: 02/26/2024
We received an email from you on 1/15/24, the same day your order should have been delivered, in which you requested a refund. You were informed in a reply email on 1/15/24 to please let us know if you did not get the package by the end of that business day and we would check the tracking and issue a refund for delayed shipping. You subsequently contacted us on 1/28/24 that the package was late, and we processed a refund of the shipping charge on 1/30/24. There was subsequently a chargeback filed for the same shipping charge that was refunded on 2/1/24. You may contact our post shipment manager this week if you wish to discuss the details of our refund, return or locked account policies. ************ and ask for claims. Due to the chargeback on the credit card payment and refunds applied already, we believe this order and all applicable refunds to have been resolved, but if you feel you are owed additional funds, please let us know and we will be happy to investigate further.Customer Answer
Date: 02/26/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 02/27/2024
Unfortunately, this rejection does not include any verbiage, so we are unable to respond further to the complaint or issue. If you would like to discuss any details of your order or complaint, please feel free to contact us at ************ and we will be happy to help.Customer Answer
Date: 02/27/2024
Complaint: ********
I am rejecting this response because:
Dear APMEX,
In my original BBB complaint I had asked you to call me. I think you 100% misunderstood my complaint. I am not asking for additional funds. Im asking for contact from the business at the executive level.
On 2/19 my new order totaling around $4,500 was cancelled. I called and was told my account was closed for filing a dispute.
I was told by your company on 1/15 if my order wasnt recieved by end of day you would refund my shipping cost. I contacted you all on 1/16 and provided proof I was owed a refund. I emailed everyday from that point on and never got a reply.
I finally emailed another apmex email around 1/28 and got a reply I was right that package wasnt recieved next day.
No mentioned of a refund was made. I contacted *****. They told me they could dispute just the $60 and change shipping cost which they did.
You say in your reply to BBB I can call and speak to manager. I have called and email multiple times leaving messages with my cell number for manager **** and manager ********* and I never get a reply back.
When I spoke to ****** in customer service last Monday even she said she could see where all my emails form 1/16 to 1/28 were not replied to.
Can someone in executive offices call me at ************
Thank you kindly,
*********************Business Response
Date: 02/27/2024
We received an email from you on 1/15/24, the same day your order should have been delivered, in which you requested a refund. You were informed in a reply email on 1/15/24 to please let us know if you did not get the package by the end of that business day and we would check the tracking and issue a refund for delayed shipping. You subsequently contacted us on 1/28/24 that the package was late, and we processed a refund of the shipping charge on 1/30/24. There was subsequently a chargeback filed for the same shipping charge that was refunded on 2/1/24. You may contact our post shipment manager this week if you wish to discuss the details of our refund, return or locked account policies. ************ and ask for claims. Due to the chargeback on the credit card payment and refunds applied already, we believe this order and all applicable refunds to have been resolved, but if you feel you are owed additional funds, please let us know and we will be happy to investigate further.Customer Answer
Date: 02/28/2024
Complaint: ********
I am rejecting this response because: I have spoken to people in the verifications department they show I contacted you all on 1/28. However on 2/19 ****** in customer service advised her department has access to more info they show what Ive been starting all along. I emailed apmex if not daily frequently asking why no one would reply to my request for the status of a refund. No one would ever reply to me. ****** verified this on 2/19 that my emails went unanswered. She explained to me that she would email Manager ********* with proof of what she was seeing. I then was transferred to Manager ********* voicemail but I never heard back. Around 1/28 I emailed another email for apmex email address I had. The only reply I got back was someone replying **** you are right your package was not recieved next day but recieved 5 days late. There was no mention of a refund. I replied,Will there be a refund of the shipping expense again no one repliedBasically multiple daily emails were never replied to just like last week again I sent proof to you all showing that my story was truthful not one person replied that they got my evidence and forwarded my emails to ********* and or Manager ****
regarding your comments on the chargeback I have supplied proof to you in this I did not dispute the entire charge just the shipping expenses I sent you screen prints via email that show you Chase advising I only disputed $60.32 Ill resend proof to you Manager ********* After multiple emails never replied to what was I to do? I had no option but to dispute with Chase I was super honest telling ***** please dispute only $60.32 once I saw credit was issued by apmex I called Chase asking them to close dispute which they did all Im asking of you all is to allow me to please do business with you I enjoy your company my entire reason for contacting bbb was just to ask you all to allow me to come back
Sincerely,
*************************Customer Answer
Date: 02/28/2024
Complaint: ********
I have been told by APMEX reps over the phone that I did a dispute aka chargeback on the entire order of $4,600. I would never have done that on the entire order as I did recieve the coins aka the products.
My only complaint was the next day shipping expense of $60,32 should be refunded because the package took 5 days.
I really like apmex and dont want to lose my right to do business with you all.
In the two screen print attachments from Chase you will see where ***** placed a credit on my account and then you will see where I called them and told them Apmex issued credit. So that I didnt get two credits. You will see on 2/12 ***** rebilled the $60.32 per **************** request. Thats how honest I am. Love, *********************
Sincerely,
*************************Business Response
Date: 02/28/2024
Thank you for the explanation. We have refunded you the shipping charge of $60.44 on 1/31/24. We received the chargeback on 2/1/24, after the refund was applied. If you would like to discuss the status of your account, please contact our claims department at ************. All applicable refunds have been applied to your account to date.Customer Answer
Date: 02/29/2024
Complaint: ********
I am rejecting this response because: I am not trying to cause you extra work. You tell me to call you. Everytime I call and ask to speak to manager ********* or Manager ********** am transferred to their voicemail. I have not recieved a callback ever. All Im asking is my accounts open and good to use?when I call and speak to customer service they tell me my account is reopened and read to use can you kindly advise me are both accounts reopened? May I use the accounts ?
thank you kindly
Sincerely,
*************************Initial Complaint
Date:02/03/2024
Type:Sales and Advertising IssuesStatus: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.
As a lifelong numismatist, I am very familiar with on-line purchase and selling of collectible coinage. My recent purchase was disappointing as the item pictured had a special CAC designation in the on-line photo advertisement. The coin I received was not the coin in the photo. The disclaimer on the website does state that the coin would be the same grade (in this case, MS65) which is the grade I received. While I am not disappointed in the coin itself it is deceptive advertising for APMEX to show a CAC certificate and not disclose that the coin the customer receives will not have said certificate. The value of the certification, in this case, is approximately $100. I wrote to express my disappointment and expect they may or may not respond. I seek no punitive actions, however, APMEX should be made to refrain from false advertising of certifications above grading criteria.Business Response
Date: 02/06/2024
Thank you for bringing this issue to our attention. We have updated the product images online as this was not an item that comes with a CAC designation. I have applied an account credit which can be used on a future order by calling our sales department at ************ to make up for the trouble you have experienced. You may alternatively send the item back for a full refund of the purchase price, we will provide the label if you select to return the item. If you would like to return the item, please email ********************************** or chat our support team during business hours. Again, we apologize for this error on the listing and appreciate you letting us know about it so that we can resolve the product listing online.Customer Answer
Date: 02/07/2024
Complaint: ********
I am rejecting this response because:The response the business sent to me does not mention any remedial steps, offer an apology or offer to provide a refund. ************ may respond to you, a regulatory agency, that they are taking steps to remedy the "mistake", however, without monitoring (or better, a commitment from management that this will not happen again) I would suggest that they use this deceptive practice to increase sales and is a routine part of their marketing scheme which warrants further investigation. Also, note that I do not have an APMEX "account".
The business's full and complete response is as follows:
A credit of $50.00 has been issued to your APMEX account. It is valid from Feb 06, **** until Aug 06, **** To use your APMEX Account Credit, you must call in to place your order. Your credit will not be automatically applied to an order placed online.
Please call ************** and select option 1 to use your APMEX Account Credit.
Please also note the following:
APMEX Account Credits are not redeemable online at APMEX.com.
The APMEX Account Credit is tied to the account using this email address.
It is non-transferrable.
No coupon/promo code is required to apply the credit.
Multiple APMEX Account Credits may be applied to one order.
Unused APMEX Account Credits cannot be redeemed for a refund.
Be sure to use your APMEX Account Credit before it expires as we are unable to reissue it.
Thank you for choosing APMEX!
Respectfully,
APMEX Customer Service
********************** LLC
226 ******************************************
*************, ******** 73102
Sincerely,
***************************Business Response
Date: 02/19/2024
We have updated the product images online as this was not an item that comes with a CAC designation. I have applied an account credit which can be used on a future order by calling our sales department at ************ to make up for the trouble you have experienced. You may alternatively send the item back for a full refund of the purchase price, we will provide the label if you select to return the item. If you would like to return the item, please email ********************************** or chat our support team during business hours. Again, we apologize for this error on the listing and appreciate you letting us know about it so that we can resolve the product listing online.Customer Answer
Date: 02/20/2024
Complaint: ********
I am rejecting this response because:
I am taking the appropriate steps to file a fraud claim with the Federal Tradw Commision (FTC). Beyond fowarding this respose to the subject of this filing, no additional actions on BBB is required.
Sincerely,
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