ComplaintsforThe Franklin Mint

Collectibles

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
12/06/2023
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
In November of 2022 I purchase a bag of historic coins from them for a Christmas gift for my son. The coins were never delivered. It is now a year later and I have tried emailing and calling just to receive the items that I paid for to no avail. All I want is the coins.
Initial Complaint
05/16/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered and paid for an item in November 2022 as a gift for an elderly family member. Its now May 2023 I still havent received the item nor is it shipped. Ive contacted Franklin Mint several times only receiving a generic email back about long wait times and what not. I would have happily waited a month or two maybe three but now half a year later? Ive been scammed obviously. Still unable to contact anyone at the company due to no phone number being available or an actual email address. Order number *****
Customer response
06/12/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

Better Business Bureau:

At this time, I have not been contacted by The Franklin Mint regarding complaint ID ********.

Regards,

*************************
Business response
08/07/2023
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.

Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Initial Complaint
02/27/2023
Complaint Type:
Delivery Issues
Status:
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.
order a roll of forever stamps for ***** on 2-17-2023,order number ********, tracking number **********************....when i checked the tracking number it was still in ,**********..2 hours later i got a email and said it was delivered,so i when back to tracking and its still in **********..thank you for your help ,*************************
Business response
08/07/2023
To whom this may concern,

We are unable to locate any purchase history with this person's name and email address provided - if there is another email addres, order number or any other information we can try please reply to this and I'll continue searching.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Customer response
08/08/2023
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

*************************; I WOULD LIKE THE STAMPS OR REFUND....THANK YOU
Initial Complaint
02/10/2023
Complaint Type:
Product Issues
Status:
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.
I ordered a Patriotic Pennies collection set from this company on 12/3/22 as a Christmas gift for my son. This company charged my bank account $31.23. It is now over 2 months later, I have repeatedly reached out to this company via **************** Messenger (their contact phone number Is a recording only) and have gotten no ***** collection, no updated status on my order, or an answer to my request for a refund. Im afraid I have been scammed!! While it is only $31.23, money is tight in my household during these economic times. Just want a refund - no longer want this collection.
Customer response
03/06/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

Better Business Bureau:

At this time, I have not been contacted by The Franklin Mint regarding complaint ID ********.

Regards,

*************************
Business response
08/07/2023
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.

Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Initial Complaint
02/09/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Placed an order 1/16/23 for 1 Gram Swiss Ingot Replica plated. Order #***** the order was for $38.04 and was charged to my credit card immediately. I tried calling but they have a recording that tells you to work thru email. I sent an email 1/26/23 asking why I havent received tracking for shipment. I resent a reply on 1/30/23. I sent another request for product on 2/2/23. None of my requests were answered. I sent a new request 2/9/23 requesting the order be cancelled after seeing their F rating on the BBB site. I have also started a complaint against the Franklin Mint with my credit card company. I thought this was the Franklin Mint that sells collectibles and is famous. How can another company use a trademark name for their company?
Customer response
03/05/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

Better Business Bureau:

At this time, I have not been contacted by The Franklin Mint regarding complaint ID ********.

Regards,

***************************
Business response
08/07/2023
To whom this may concern,

Unfortunately, we were unable to satisfy the customer's request in a timely manner - the customers purchase has been disputed and resolved in the customers favor, therefore there is no further action we can take as they've already been refunded.

Please let us know if there is anything else we can assist with.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Customer response
08/07/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

***************************
Initial Complaint
01/15/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a coin on 12/10/22 as a Christmas gift and STILL HAVENT RECEIVED IT. Their customer service is a joke, they just gave me the runaround and all my emails go unanswered.
Business response
08/07/2023
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.

Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Customer response
08/08/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*****************************
Initial Complaint
01/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have not been able to get an answer on why my orders have not shipped. I would like refunded and my orders cancelled. I have sent several emails, no one will return my emails. I have not been able to contact a customer service person by phone either.
Customer response
01/31/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

Better Business Bureau:

At this time, I have not been contacted by The Franklin Mint regarding complaint ID ********.

Regards,

***********************
Customer response
01/31/2023

Good morning,

I have not seen a response from The Franklin Mint.

Thank you for your help!
***********************
Business response
08/07/2023
To whom this may concern,

Unfortunately, we were unable to satisfy the customer's request in a timely manner - the customers purchase has been disputed and resolved in the customers favor, therefore there is no further action we can take as they've already been refunded.

Please let us know if there is anything else we can assist with.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Initial Complaint
05/02/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On February 13th, our company purchased a Greek Spartan Helmet from The Franklin Mint (Order Number *****). This was the 5th Helmet we have purchased from the company. The unfortunate situation is that they delivered the unit with no pole to hold up the helmet on the stand. Ivy in ************* gave us inaccurate information more than once and the beginning was that there is no pole that comes with the unit. When we explained that we have already purchased 4 ************ all had poles, she stuck by her story. After further ********************* from vendors description, Ivy agreed that it did in fact come with a *********** would open a ticket on our behalf. She then came back within 24 hours saying it had been too long since we purchased the unit. Not only did they send us a broken unit that we paid $177.28 for but they also lied & provided horrible customer service. We copied a few different people within their company & parent company with no resolution. If they would simply give us our money back, share with us the vendor name or send us the pole, we would be happy.
Customer response
08/05/2022
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

Better Business Bureau:

At this time, I have not been contacted by The Franklin Mint regarding complaint ID ********.

Regards,

*********************
Business response
08/07/2023
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchase to be processed for a refund. They can expect to see these charges back in their account within the next **** business days.

Apologies for any inconveniences this may have caused them thus far. The customer will receive an additional email notification when the refund has been processed.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com
Customer response
08/07/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*********************
Initial Complaint
03/05/2022
Complaint Type:
Billing Issues
Status:
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.
On Dec 4th 2021 I ordered a Franklin Mint "Museum Quality" Titanic replica. I received the product and was shocked to find a model with many flaws. I contacted them on the 11th. Could not believe my ears when I was told oh that is acceptable...and why not just bend the pieces to make it look better. I insisted on a refund. I took the problem to ********. Suddenly FM agreed to a solve the problem. I was sent a return label (*** ******************) and the item was returned. They received the item on Jan 26th. On the 28th ******** closed the dispute saying FM never got the item. Since then I have fought and fought with FM and have an email saying they will refund but they never do. They claimed ******** never closed the complaint. I provided proof that the duspute was closed and that FM got their money back on Feb 4th. Still I continually get a nice letter saying they will refund when that is closed. This has turned into a total nightmare. They have the product. They promised a refund to my ********. They dont follow through. I have requested phone numbers and mailing address for corporate office. No response. It has become obvious that the $****** is never going to be retrieved. I am furious that companies that are suppose to be reputable have such a lack of responsibility. I went back to ******** and proved to them that FM lied about receiving the item back. They wont stand behind me. I will never use them again either. Please help. In this troubled economy $****** is a lot of money. I do have saved email showing they received and will refund . Thanks for your help. Jeff
Business response
08/07/2023
To whom this may concern,

Unfortunately we were unable to reply or get to this person's refund request in a timely manner. We have confirmed their purchases have been processed for a refund as of March 12, 2022.

Apologies for any inconveniences this may have caused them thus far.

--
*********************************
Retail Ecommerce Ventures LLC
Director of Operations
Email: ********.********@retailecommerceventures.com

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Good morning,I have not seen a response from The Franklin Mint. Thank you for your help!***********************

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Customer Complaints Summary

Good morning,

I have not seen a response from The Franklin Mint.

Thank you for your help!
***********************