Complaint Category: Advertisement misrepresented a service
Complaint: My comment is that Bellevue Rare Coins advertises that they will give a free, thorough analysis of coin collections and provide, also free of charge, a verbal assessment of the value.
Before I go any further, please note that I actually like and admire Bellevue Rare Coins, but I feel it is in the public's best interest that I make my observation known.
I took a coin collection into their store a few days ago earlier this month. The liaison working there gave me the impression that she didn't have much of an interest in helping me. Her grudging effort was laden with errors.
When I drew to her attention some of the mistakes, she gave the impression that she didn't much care.
I'm concerned that their store may take advantage of people who take seriously the offer to give professional appraisal advise for free.
After my visit to their store, I took the coin collection to a different business where I was given attentive customer service that reflected a sincere interest in helping me. It was 180 degrees opposite to what I received at Bellevue Rare Coins.
The second store I went to also provided me with an appraisal that was over four times the value that Bellevue Rare Coins gave me.
I realize that businesses exist in part to earn a profit, but I can't help but to emphasize the great wisdom "Buyer Beware" in this instance.
I don't want to criticize the store, but I feel that there may well be vulnerable individuals in the general public who could benefit from knowing about my experience.
I don't want to think that the store would intentionally take advantage of its customers, but I feel it wise to draw my concerns to the Better Business Bureau's attention.
I hope this feedback will help the store and its future clients.
Initial Business Response
We are grateful to *** ******* for making the effort to bring this to our attention, and we appreciate the kind words that he has for Bellevue Rare Coins. It is clear that this employee did not rise to the standards that we expect from our staff. We take customer service very seriously and do everything that we can to create a positive customer experience for everyone, regardless of whether or not they ultimately choose to do business with us.
We'd like to assure both The BBB and *** ******* that we have taken specific steps to address both the immediate circumstance as well as future protocols for all of our staff members.
We will also take further steps to ensure that our advertising does not imply that we offer written, itemized appraisals in the hope that this type of misunderstanding does not happen again.
In an attempt to win back *** *******'s business, and being an avid coin collector myself, I would like to offer my personal confidential email address to *** ******* so that he may contact me directly for any future coin-related questions or transactions (*********@icloud.com).
Please let me know if there is anything else that we can do to further rectify this situation.
Owner - West Seattle Coins Bellevue Rare Coins
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Better Business Bureau,
Thank you for all you do to help the Seattle area maintain a good business environment.
As I said in my initial communication with BBB, I like Bellevue Rare Coins. The retail setting is a friendly, inviting place to transact business.
In my heart of hearts I know that Bellevue Rare Coins wants to do a great job helping its customers. I truly trust that to be the case.
I have no hard feelings at all toward Bellevue Rare Coins.
When I wrote to BBB last month, my observations were intended to be concerns, not complaints. I hope that it was clear that I was offering constructive feedback.
It has since dawned on me that my first responsibility after I became concerned would have been to bring my observations directly to the attention of the managers at Bellevue Rare Coins. For whatever reason, I chose not to do so, and I'm sorry I didn't. I wish I had.
Bellevue Rare Coins' owner wrote a very sincere response to my BBB case. I accept his remarks. He has rectified the situation to my complete satisfaction.
I have moved on from the misunderstanding. It is water under the bridge.
My only request at this point would be that BBB please REFRAIN from posting my case on the Internet. I DO NOT want anyone from the general public to read my remarks.
In BBB's December 11th e-mail message you write: "BBB reserves the right to not post in accordance with BBB policy." I again respectfully ask that you NOT post my case, please. I mean no harm to Bellevue Rare Coins and I wouldn't want the misunderstanding to linger in anyone's thoughts.
Thank you very much for communicating with me and for the effort BBB has made to help me. I greatly admire BBB's objectives and earnestness in seeing them through to fruition.
I wish both Better Business Bureau and Bellevue Rare Coins the very best for the holidays.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.