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:10/01/2023

  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.

  Sept 11 around 11 am I placed an order for **** proof silver dime according to their description on **** and I wasn't sent regular clad dimes and I have return the item and now the company had said 3 days to have my refund it's been over 5 days I have lost a lot of time resolving this and I don't want money back now I want the original item offered

  

  Business Response

  Date: 10/03/2023

  Due to you opening a case with ***** we are unable to process or provide any refund or exchange on order **************. Per the **** guidelines, once the case has been decided, **** will determine if a refund is due and they will provide it directly to you. APMEX is unable to bypass these restrictions as we must follow the marketplace guidelines/rules set forth by ****. Please contact **** directly for further information or details regarding their policy. 

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  This company owes me a $7606 refund and they will not return my money. I placed an online order about 7 weeks ago. Directly after placing that order, they sent so many marketing emails it triggered a spam filter and I no longer got any of their emails. A couple weeks went by and I followed up by calling. They said they sent an email directing me to contact them to confirm the order which got spam filtered. Since the order hadn't been processed they agreed to cancel the order. They gave me instruction to have my bank request a recall of the funds. Since sounded suspect from the start, and the local branch manager at my bank verified they can only recall funds in the initial 24 hours. Called APMEX back, they gave me the same bogus directions to request the refund through my bank and a second bank branch manager said that's impossible. They need to send the refund. So here we are. My next steps are an SEC compliant, State and local authorities, and lawyer up.

  

  Business Response

  Date: 09/27/2023

  ******************, 

  Order ******** was cancelled on your request during the verification process. When there is non-compliance with our verification process, we are obligated to hold funds for 60 days per AML law. Unfortunately, we have no choice but to hold the funds for this period which was explained on two calls with you one on 8/18/23 and another on 9/05/23. We are happy to discuss this by phone if you would like to call our team at ************. The only way to get the funds more quickly will be to recall them from your financial institution. We hope this helps with your inquiry. 

  Customer Answer

  Date: 09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: 1st there was never anything mentioned on either phone call that funds would have to be held for 60 days. Secondly, I tried twice to recall my funds with my bank. Both branch managers said this was impossible after the initial 24 hours of the transaction and the mercahnt should know this. This is the 3rd time they have lied regarding a recall.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/28/2023

  I'd request APMEX replay the recorded phone conversations I had with them to verify if anything was mentioned regarding the 60 day fund hold. And, BBB feel free to call any ***** ********** to verify that what has been said regarding the ability of the customer to recall funds is false. 

  

  Business Response

  Date: 09/28/2023

  Unfortunately, due to non-compliance with the verification process, we are unable to refund for 60 days as stated on our website: ****************************************************************************** If you have any further questions regarding your specific order or refund, please contact the verifications team at **************************. 

• Initial Complaint

  Date:09/20/2023

  Type:Product 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.

  Date of Transaction:8/03/2023 Total amount paid $12,604.37. Amount in dispute is 3,509.Nature of dispute: Ordered a ****-W 1oz. Proof American Eagle PF-70 **** *** #*******-015 (Signature Proof)pictured on the web site. Actually received, after much delay, A ****-W 1oz. Proof American Eagle PF-70 **** *** #***********(Standard Proof)APMEX offered a standard RTN. I rejected based on my research of the difference in numismatic value.Per the *** certifications American Gold Coin # *******-015(original order) is a ******************* signature piece vs. the American Eagle Gold Coin #***********(actual piece shipped and received) is of a significantly higher value.Account Order no. ******** **** Tracking #'s (1st 2 pieces of order, no complaint) #********************** **** Tracking #(2nd piece sent, disputed piece, in place of original coin ordered)Ref Attachments below: i.e. order ******** email Original sales contract/photos Re_ RMA# ****** email (last email correspondence with APMEX coin****-W photo (actual coin received on 8/24/23

  

  Business Response

  Date: 09/21/2023

  Thank you for reaching out. We see your report that the incorrect item was sent on 8/24/23. Our returns team sent a pre-paid label to send the item back for a full refund on 8/28/23. We are happy to extend the label and send a new label since they are only good for 30 days if you would like. Unfortunately, due to precious metals being a commodity, we cannot give you the current price or a different price for the item than what you originally paid for it. This would be the case whether the value of the item went up or down since the transaction. We certainly apologize for any frustration this may cause. Please contact us at ********************************** or ************ to get a new return label for a full refund sent to you. 

  Customer Answer

  Date: 09/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Original coin ordered was not sent as originally and mutually agreed upon.

  Ref: photo **************.jpg

  instead they sent ***************

  Why? After your sales manager agreed and Confirmed the sale

  Will accept Original coin ordered!
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/25/2023

  We are unfortunately only able to offer you a full refund of the original purchase price. We do not have the item to send to you. Please call our team at ************ with any further questions. 

• Initial Complaint

  Date:09/20/2023

  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.

  Date of Transaction 8/24/23 Paid : $483.76 They commit to be a metals trader They were paid to give me 12 silver coins, it was supposed to be signed and delivered to me. It wasnt and post office office acknowledged it as well. They refuse to give me my money back or replacement coins even though it was no fault of my own.The business does not or has not try to resolve the issue with the new findings.Acct- ********************* Order#******** Tracking#********************** The carrier has a record of possible repeat theft and the post office has sided with me that I did not sign nor I received my package but the company does not want to resolve the issue. They were sent the findings after it was given to me. They have not responded ************ Request # ********

  

  Business Response

  Date: 09/20/2023

  Thank you for being patience with the investigation on APMEX order# ********. Unfortunately, we regret to advise you that your claim has been denied. Our investigation in conjunction with ***************** *************** along with that of our insurer, has been completed and by all indications APMEX Order # ******** was delivered accurately according GPS data and carrier investigation confirmed delivery procedure was followed.
  Please check with any other individuals at your apartment unit may have been on the property and met with the postal carrier at the time to see if they accepted the package Size: 10" X 6" X 1".
  
  For these reasons, we are notifying you that that your claim has been denied. 

  Customer Answer

  Date: 09/20/2023

  You find it that the package was delivered accurately? But does the post office doesnt. So how did you come up with a conclusion that the post office doesnt agree with?

  Customer Answer

  Date: 09/21/2023

  According to the post office the package was signed by the carrier which isnt allowed unless given permission. The US ***********  themselves said they couldnt locate my package and wrote that they are sorry for the non-receipt of my package and APMEX should be notified. APMEX was notified and refuse to look into the new findings of the latest investigation.

  APMEX did not allow for a complete investigation to be done by the US Postal Inspectors and they are going against the US Postal Inspectors and Consumer Affairs Decision and Investigation.
  

  Whats even more interesting Consumer Affairs have allegedly found patterns of theft by this carrier and would like me to pursue this case with the Postal Inspectors. Which the postal inspectors have now sent me Inspector General.

  I dont understand how I have proof from the US ************* of a non-receipt and APMEX KEEP CLAIMING IT SOMEWHERE IN MY BUILDING. If APMEX just took time to contact the post office again with my service number they would realize that they are mistaken.

  Customer Answer

  Date: 09/21/2023

  According to the post office the package was signed by the carrier which isnt allowed unless given permission. The US ***********  themselves said they couldnt locate my package and wrote that they are sorry for the non-receipt of my package and APMEX should be notified. APMEX was notified and refuse to look into the new findings of the latest investigation.

  APMEX did not allow for a complete investigation to be done by the US Postal Inspectors and they are going against the US Postal Inspectors and Consumer Affairs Decision and Investigation.
  

  Whats even more interesting Consumer Affairs have allegedly found patterns of theft by this carrier and would like me to pursue this case with the Postal Inspectors. Which the postal inspectors have now sent me Inspector General.

  I dont understand how I have proof from the US ************* of a non-receipt and APMEX KEEP CLAIMING IT SOMEWHERE IN MY BUILDING. If APMEX just took time to contact the post office again with my service number they would realize that they are mistaken.

  Customer Answer

  Date: 09/21/2023

  According to the post office the package was signed by the carrier which isnt allowed unless given permission. The US ***********  themselves said they couldnt locate my package and wrote that they are sorry for the non-receipt of my package and APMEX should be notified. APMEX was notified and refuse to look into the new findings of the latest investigation.

  APMEX did not allow for a complete investigation to be done by the US Postal Inspectors and they are going against the US Postal Inspectors and Consumer Affairs Decision and Investigation.
  

  Whats even more interesting Consumer Affairs have allegedly found patterns of theft by this carrier and would like me to pursue this case with the Postal Inspectors. Which the postal inspectors have now sent me Inspector General.

  I dont understand how I have proof from the US ************* of a non-receipt and APMEX KEEP CLAIMING IT SOMEWHERE IN MY BUILDING. If APMEX just took time to contact the post office again with my service number they would realize that they are mistaken.

  Customer Answer

  Date: 09/21/2023

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

  after showing proof of non-receipt of my package from the US *********** themselves they are still claiming I still received my package. How can that be? The US *********** has said that APMEX can make a claim for the non-receipt of my package because no one in my building signed and they are sorry for the non-receipt of my items.. APMEX REFUSE to look at the new findings from the post office and are ignoring the facts from the US Postal Inspectors Findings. The refusal of my claim shows the incompetence of APMEX to look at the new facts and they continue to use false information to deny my claim. I provided them the postal inspectors findings 4x now but they want to still use the first findings from the local post office which was found to be false. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/22/2023

  We certainly apologize for the frustration. Our records indicate that our claims specialist explained the reason for the claim determination by phone with you on 9/13/23. The carrier confirmed delivery by GPS and that all proper procedures were followed. If you have further questions, please feel free to contact our claims department at ************ and they can explain further if needed. Thank you. 

  Customer Answer

  Date: 09/22/2023

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

  APMEX KEEP USING the old findings from the postal service and APMEX refuse to see the letter which was provided by the US POSTAL INSPECTORS on 9-18-2023 which states the package is lost and missing. The carrier was not allowed to sign for my package and she seems to have a history of alleged theft. You keep bringing up the local post office findings which where a cover up. My letter isnt just made up and it shows proof which you can verify it yourself. Whats so hard to understand that youre wrong and so was the local post office. APMEX doesnt understand that the post office has changed their decision from the time they investigated until now. They can just call them and see that the postal lady was at fault and never delivered to anyone in my building nor anyone in my building signed for it!
  So basically youre rejecting the new decision from the post office even though it wasnt my fault!  It was the carriers fault and you are being given the letter again for the 6x. This is the 6x Im sending it to you. Lets see if you can read and understand it and verify it. You cant go by a past decision which the post office themselves dont agree with. The US POSTAL SERVICE DOESNT AGREE WITH YOU AND CHANGED THEIR DECISION ON 9-18-2023!! Look at the letter and verify it and stop these games. The post office has already said you can claim with them because of the missing package.

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

  Customer Answer

  Date: 09/25/2023

  Even though that the post office had new findings that they were at fault and I have a non-receipt of my package. They refuse to give me my money back or the coins. This means you as the customer need to *** this company to prove your point. Buyer must beware.

• Initial Complaint

  Date:09/15/2023

  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.

  I was sold silver coins which were tarnished and scuffed and this horrible business is having me to pay return shipping for an exchange due to their error for sending me this low quality material Now I want a full refund on the damages products they sent **** am expecting a full price refund at THEIR expense.

  Customer Answer

  Date: 09/16/2023

  They do not have the returns correct. I told them the two coins with damages on several occasions along with photos and neither of them have APMEX on the coins. This is extremely frustrating to deal with incompetent staff with has exhausted much of my time and lost of funds to correct their error, in multiple ways.
  

  

  Business Response

  Date: 09/18/2023

  Thank you for contacting APMEX. We have reviewed your order ******** and found that none of the items that you purchased include grading. They are bullion and as such, the value is not affected by scratches or marks. Our team did extend the option to return the items for a full refund when the request was made. I have contacted our returns department, and we are making an exception to our return policy and you should receive a label to return your items for refund today. Please let us know if there is anything else we can do to accommodate your request. 

  Customer Answer

  Date: 09/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I dont agree with comments provided and the hassle endured from the vendor selling me such visibly ugly low quality products but find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Laranne *******-********

  Customer Answer

  Date: 10/23/2023

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

  This crooked business have yet to refund my money for damage items they sold me. It has been confirmed they received it . See email from 9/29/23. We are pleased to inform you that your return order has been completely checked in and payment for ********* has been issued in the form of an ACH. You should see this payment reflected in your account within one to two business days. We appreciate your business and thank you for choosing APMEX. Every time I reach out they either dont respond or give me an EXCUSE!
  
  Sincerely,
  
  Laranne *******-********

  

  Business Response

  Date: 10/23/2023

  After two unsuccessful echeck attempts, a paper check was sent to you on 10/20/2023. Please allow time for the paper check refund to arrive at your residence through the mail. If you would like more detailed information regarding your refund, please reach out to our accounting department at **************************, we will be happy to assist you. 

  Customer Answer

  Date: 10/26/2023

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

  They had every opportunity to be honest but instead lied about the entire matter. They also was asked what information that caused the failed attempts that they had on file and didnt want to verify it. Along with my offering to provide my ACH (the same one they withdrawn via ACH) but refused that too, and promptly sent me to a voicemail to avoid assisting to resolve. I DONT TRUST THIS. Too many more complaints are occurring online about this company withholding people funds. This matter remains open until I have all my money back.

  
  Sincerely,
  
  Laranne *******-********

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  Sold gold bullion to Apmex, double boxed with shipping labels on each box per their instructions. *********************** was well aware of the fact they were doing inventory and wouldn't pay out until after labor day, a week later. He let me ship the box overnight for no reason. His boss called me on Tuesday afternoon to let me know of the delayed payment. She admitted ******* knew of this and offered me free shipping. The box was a apmex 2 days ,when opened the gold had been stolen. ******* called me to inform me of this and told me the insurance claim takes 2 weeks. Another lie. It takes 4-6 weeks. When I had called to ask if the apmex footage had been looked at, they assured me *********************** had no idea inventory was going on. Another lie. They won't confirm thier footage has been looked at. The claims department has no direct number. They will not provide proof Apmex did not steal the gold. They will not provide the name of the insurance company. They will not verify they have looked at the *** store footage of me packing and sealing up the 2nd bigger box. The claims adjuster said they are not willing to press charges when and if the insurance company concludes thier investigation. I'm out my money and gold. I do not recommend Apmex to anyone. Seller buyer beware.

  

  Business Response

  Date: 09/11/2023

  *****, 

  This EPO has an open investigation with our claims department which is ongoing. It has not been denied/declined. If you would like information regarding this claim, please contact the claims team directly at **************************. We are happy to discuss the claim and the current status with you directly by phone or by email to *********************************. 

  Thank you, 

  Customer Service

• Initial Complaint

  Date:08/16/2023

  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 10,2023 at 12:59:38 am, I purchased two items from APMEX.com:2022 **** 1 oz Silver $2 PAC-MAN GHOST Shaped Stackable Coin ****************************************************** x1 Check out this product on APMEX.com:1 gram Silver Bar - Secondary Market ***************************************************** x2 ******** sent a delivery update stating the following:9400111206207018306795 Latest Update Your item was delivered in or at the mailbox at 10:31 am on June 14, 2023 in ******, ** 07104.However, the package was never received by me! I asked my neighbors if they had received my package and was told no so I contacted the post office and the claims department of APMEX to get a replacement or refund. They told me I needed to wait for two weeks and if I didnt receive my items to reach back out to them to start an investigation and to file a police report which I did within the 30 day time frame date of police report:07/03/2023 17:00, DET ************** 1 0 3 9 3 dn2 Prec DB when I inquired to see if the report was filed I was told that the detective was on vacation! I contacted APMEX claims ***** To let them know it would take a little longer to retrieve the report due to the detective being on vacation! On 08/15/23 10:00am I was finally able to get the police report. I scanned and emailed it over to the claims department only to be told that my claim was denied because 30 days had passed and would not be getting a replacement or refund!

  

  Business Response

  Date: 08/21/2023

  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 GPS data and carrier investigation confirmed delivery procedure was followed.
  Please check with any other individuals/tenants at your multi-family address *** have been on the property at the time to see if they accepted the package/ bubble mailer size: 10" X 5" X 1".

• Initial Complaint

  Date:06/28/2023

  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.

  My lawyer ********************* was trying to disburse a court ordered award through the partial payment of gold bars, using the ********************** account and placed orders ******** and ******** , totaling over $124,000.My lawyer put my shipping address so that he wouldn't have to deal with the shipping, and they would come directly to me.This company interfered with a legitimate disbursement of court ordered funds from my lawyer, and this is a continuation of this company using discriminatory practices to harm me. For some inexplicable reason still unknown to me to this day, a few years ago my account ****************** was suddenly locked, and I never knew why. I had been induced to make many purchases to obtain their VIP status to get lower spot prices, and after making hundreds of thousands of dollars of purchases, this company then locked my account for no legitimate reason. I have since been purchasing from ******************* without issue.Well, fast forward to now, and even when my lawyer ********************* in *********** makes his own purchase, and puts my shipping address, this company still goes out of their way to interfere with a court ordered disbursement of funds that I am entitled to be paid in any way I choose for the lawyer to pay me, and this company has cancelled these legitimate orders.I demand executive escalations to address and resolve this, and restore my account ****************** back to good standing where I was enjoying the perks of having given this company so much business.

  

  Business Response

  Date: 07/05/2023

  APMEX is required by the Bank Secrecy Act to maintain an effective policy relating to AML and KYC.  During our review of your account in regards to this policy, we became of certain information that does not meet our business risk profile.  In accordance with this policy, your accounts *******, ******, ******* and ******* have been locked. We are unable to continue business with you. Your open orders were cancelled.  

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20250493
  
  I am rejecting this response because:

   

  This companies response is insincere and fails to mention how despite the canceled orders, they have stolen the $126,000+ from the orders and have not returned the funds.

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

• Initial Complaint

  Date:06/06/2023

  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 ordered a tube containing 25 ******* silver Britannia's. Because APMEX shipped the coins without taping the tube lid, the coins came out of the tube and were damaged during shipping. I initially agreed to a replacement of the coins. However, because of various delays in APMEX "processing" time for the replacements, I decided to request a refund instead. I've received various run arounds from APMEX. For example, after a frustrating experience with APMEX's customer service, I asked to speak to a supervisor, I was connected with a supervisor who was on vacation for a week. The reason I know this is because I later talked to another customer service rep who told me that supervisor was on vacation. Obviously, the first customer rep KNEW she was connecting me with a supervisor on vacation. APMEX later told me they have two such supervisors so I COULD have been connected to the other supervisor who was in the facility. APMEX claims they are now "processing" my refund, but refuses to tell me the amount of the refund - claiming they don't know the amount until the refund processing is completed. I have been talking to APMEX for two weeks now and I have neither the coins nor my refund.

  

  Business Response

  Date: 06/06/2023

  Thank you for sending the detail on your order. We show that the reshipment was shipped out to you on 6/5/23 but then a call was completed to the claims manager who was told to recall the shipment that has been sent out. As soon as we have the items back in hand, a refund will be issued in the full amount paid of $768.09 back to the original form of payment which our records indicate was an echeck so the refund will be paid by ACH back into the account it originated from. Please contact ** at ************ if there is anything further we can do to assist you in this matter. We will additionally include an account credit to compensate for the trouble you have experienced receiving this refund/replacement. We hope this helps. The total of the credit will be emailed to you privately. 

  Customer Answer

  Date: 06/06/2023

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

  The response from APMEX accurately represents was I was told by APMEX by phone today.  However, because I have had delays from APMEX over the past two weeks, I would like to keep my complaint OPEN until I actually receive my refund.
  

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

  

  Business Response

  Date: 06/13/2023

  Again, per our policy we will be happy to provide a refund once the item is returned to APMEX and checked in. Please call us if you have any further questions. 

  Customer Answer

  Date: 06/14/2023

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

  I read the BBB reply from APMEX, which stated that a refund would be provided ONCE THE SHIPMENT IS RETURNED and the item checked in.  I returned the original shipment (which was damaged in shipping due to AMEX's negligence) and initially agreed to a second replacement shipment, but once additional problems arose with APMEX, I decided to request a refund instead.  I never received a second replacement shipment and APMEX KNOWS this.  The second replacement shipment was being processed when I decided to request a refund instead.  I received a 06/12/23 email from APMEX stating:

  "This email is to inform you that APMEX has received your package for RMA214490 and is processing your return. This will take approximately three to five business days. You will be notified by email once the return process is complete.
  
  Thank you for your patience. We appreciate your business."

  I appreciate the BBB's efforts in resolving this matter, but APMEX is now making untrue statements.  Let's try this once more and if we can't get resolution, I'll pursue this matter with the state attorney general.  Again thanks to the BBB for your efforts.

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

  

  Business Response

  Date: 06/15/2023

  Thank you for contacting APMEX. This RMA has been processed and the refund will be sent today by ACH. The payment for this return request is within the stated allotment for processing time. We appreciate your patience. 

  Customer Answer

  Date: 06/15/2023

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

  The response from APMEX sounds promising, but until I receive the echeck, I have to regard it as another "the refund is on its way" message from APMEX.  I've had weeks of these messages.  So, unless the BBB objects, can we keep this compaint open until APMEX finally makes good on what they've promised?  Thanks.
  

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

• Initial Complaint

  Date:05/31/2023

  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.

  Sold 1 oz gold coin on Monday May 22, 2023.Promptly shipped with provided shipping labels.UPS confirms receipt on Wednesday May 24, 2023.Apmex claims box empty. Refuses to pay nor provide any proof.Your shipment ****************** Delivered On Wednesday, May 24 at 9:55 A.M. at Front Desk Delivered To *************, ** ** Received By:****** Proof of Delivery

  

  Business Response

  Date: 06/01/2023

  Our claims department sent video footage of your package being opened by APMEX on 5/30/23. Please let us know if you require us to resend that footage. There is currently an open claim/investigation on your order which has not reached a conclusion. Please contact the claims department directly for an update on the status of your active claim by emailing ********************************* or calling ************ and we will be happy to provide an update. Again, the claim has not been denied, it is still ongoing and pending. 

  Customer Answer

  Date: 06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  1.   I have provided proof that the gold coin was shipped by *** as instructed using Apmex shipping label.   Video proof from the *** store.

  2.   I have received no proof that the package arrived empty at Apmex.

  3.    Apmex claims department refuses to respond to emails or phone calls.

  4.   I am out a $2k gold coin and Apmex won't communicate nor make payment.

  In my opinion, this is a very dishonest company.

  Sincerely,

   

  *************************

   

  

  Business Response

  Date: 06/16/2023

  Your claim has been denied due to non-compliance with the packaging instructions. 
  
  Easy Shipping | Where to Sell Gold and Silver | APMEX
  
  On 05/22/2023, 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.
  
  **************************************
  Password: ********
  
  As the *** Area Manager stated, the staff member who assisted you on the date of shipping is the local Center Manager. As seen in the footage, after you approach the register, he reviews your labels and once you hand him the small bubble wrapped item he sets it on the back counter directly behind him where it remains undisturbed for another 7 or so minutes. Our shipping instructions clearly advising you to package your items in a new, unused box. This will protect your products during transit and arriving to the destination safely.  
  
  For these reasons, we are notified you that that your claim was denied. 

  Customer Answer

  Date: 06/16/2023

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

   

  Apmex claimed package arrived empty but refuses to file a claim with ***.   Package was shipped using Apmex' *** account and only they can file a claim with ***.   Apmex has been provided with proof that gold coin was packaged and shipped.    They refuse to pay for coin and  refuse to file a claim with *** while I'm out almost $2,000.    I am suing Apmex in small claims court.
  
  Sincerely,
  
  *************************