Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning delivery issues. Customers allege they are not receiving products in the timeframe promised per their confirmation email. In September 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
The business submitted the following as a response to the complaint pattern inquiry:
"This is completely false as Gainesville Coins does not and I repeat does not include any such order shipping promise date in any type of order confirmation email. All email confirmation emails contain the following statement "due to unprecedented demand for precious metals, your order will ship approximately 3 weeks after your payment clears." We specifically use the word "approximately" so customers can understand that this is the typical processing time but is in no way a guarantee".
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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
04/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order # ****** I paid $2,431.45 by check 03/04/2024, I got depressed because I have waited so long time but my order is undeliverable. Please help me to get my money back. Thank you!Business response
04/12/2024
This customers order is in our shipping department ready to go out.Customer response
04/16/2024
Better Business Bureau:
I have just received my order today after 6 weeks for waiting. Please close the case for me.Sincerely,
***********Initial Complaint
04/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered some silver eagles in Feb. 2024 and they have yet to ship them. Order Date: 2/13/2024 Date Check Received and cashed : 2/20/2024 My order says: "Payment made by check requires an additional 10 business days to clear after it has been received."This means the order should have shipped around March 4.After checking the status several times during March and still getting the waiting to ship status, I email them and get this response on 3/25/24: "Regrettably, we've encountered some unexpected delays in our fulfillment process, which has impacted the timely shipment of your entire order. However, I want to assure you that we are working diligently to rectify this situation and ensure that your items reach you as soon as possible. Your order is scheduled to ship within the next 7-10 days."So even if you take this to mean 10 business days, it should have shipped by April 8. I call them on April 10 and they tell me it should ship next week sometime. Meanwhile, they are still selling silver on their website with no mention of extra long delays.Business response
04/12/2024
This order was shipped out and completed.Customer response
04/17/2024
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. Thank you.
Sincerely,
*****************************Initial Complaint
03/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #****** placed 1/19/24 check received 1/23 & cleared.Today is March 16 Company will not answer the ************** come back undeliverable.Business response
03/20/2024
This customer bounced a check on another order, we tried calling and emailing him with no responses our fraud department cancelled his account and is refunding him for this order. We have no record of him calling us or emailing the company. If he emails are bouncing back he probable is using the wrong email address. We receive hundreds of emails a day without a problem.Customer response
03/20/2024
Complaint: 21439429
I am rejecting this response because:First I did not Bounce A Check to Gainesville Coins. I Stopped payment on a 2nd order when I discovered they lost their BBB accreditation 12/5/23 and could not get any response from them on the 1st overdue order.
The only time I heard from them was when they discovered I stopped payment on the check for the 2nd order.
You still cannot get them on the phone and emails come back undeliverable.
This business has over 200 complaints in the last year.
Sincerely,
*************Initial Complaint
03/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order for (5) 2024 American Silver Eagles with this company in January.THAT they responded to immediately.Have not received the coins.Tried to contact them first by phone.A recorded message picked up & place me on hold.After 7 minutes with no re3sponse I hung up.Sent them 2 separate emails, both were not delivered.Business response
03/19/2024
Mr. ********** payment was received and cleared the end of February and his order was shipped out on 3/7/24. We do not have any record of any email or phone calls from him. Many times the customers are spelling Gainesville incorrectly that would be the reason it was rejected.Customer response
03/20/2024
Better Business Bureau:
I was *** to contact Gainesville Coins & they resolved my complaint however the key question concerning any involvement with a business is 'would you use them again".
Answer is no.
Thx for your help.Sincerely,
*********************************Initial Complaint
02/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have used Gainesville coins for several years with no problems. My office is just down the street so i simply ordered the metal to be picked up at the main office location.In early December I placed an order for my wife's Christmas present for around $590.00. I called about the 23rd of December and asked if the order came in. I was told, not yet but they would call me. i have never received the call, so I went by their store and rang the door ****, waiting for the Sheriff Security officer to open the door, and never got a response after quite a few rings. They are obviously ghosting their clients, so I wish to join any class action suit that has begun against them. I can't understand how they are still able to pay for a Sheriff's Deputy to guard the place, when the owners seem to be the criminals here.Business response
02/26/2024
I apologize ****************** our Sheriff's Deputy didn't answer the door when you arrived at our showroom please provide me the day and time so I a can check our security cameras, he may have been in the restroom or maybe you came during 12-2 when we are closed for lunch which is clearly stated on our door. Either way we have been trying to reach you by phone and email to let you know your roll of Silver Eagles is ready for pickup in our showroom between 10:00-12:00 or 2-4 PM Monday through Friday
Again we are sorry for your inconvenience but we do need the date and time you arrived for further investigation on our end and we will take appropriate action if the deputy was not either in the restroom or we were closed for lunch.
Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gainesville Coins. Placed order December 5, 2023. Check received and cashed. Shipping expected January 15. Contacted by phone January 29, 2024. Agent said two more weeks and that they were very busy. It is now Feb. 20. My emails are returned "failed delivery." The phone line is not answered except by a machine after ten minutes. I have no idea if this company is in default or have skipped town. They are adding insult to injury. I will be hiring a lawyer and pursuing legal action if not resolved within the next seven days.Business response
02/22/2024
Spoke to ************** 10 Minutes after filing this complaint, he realized his emails were being returned because he spelled Gainesville incorrectly. Our supervisor had a nice conversation with this customer who said he was very satisfied hearing his package is going out tomorrow we offered to upgrade his shipping but he declined.
We apologized for this delay and since ************** has ordered from us 33 other times with no problems he said he was letting the BBB know he was satisfied.
Initial Complaint
02/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I locked my price to sell items to Gainseville coins on January 18th. They advertised they would make the pay out within 12 days. It has been far longer than that. I have contacted them two times with no response. I mailed them $2374 worth of metals and locked in that price that they would pay me. They have not paid me yet and they are holding my metals.Business response
02/12/2024
We have been trying to reach this customer for over a week because his wire instructions were incorrect.With no response Luckily today we finally got a hold of him and he was able to send me the correct wire instructions so I could wire his funds immediately. We had a very nice conversation thank you ******************** for all your help today happy you received your money as promised.Initial Complaint
02/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order # ***-505814 Order placed in December 2023.My check for $459,23 was received by Gainesville Coins on January 2 2924 and I still do not have my coins???Business response
02/09/2024
We have been calling and emailing this customer with no response about his order, one of the products was not available and we have been trying to reach him to substitute another product. Since he is refusing to call or email us we are shipping his order out today and including a refund check for the missing coin.
Customer response
02/10/2024
Complaint: 21258571
I am rejecting this response because: This ******** is the biggest liar in history. I WILL NEVER DO BUSINESS WITH HIM AGAIN!!!!!
Sincerely,
***********************Initial Complaint
02/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered gold coin on 5-Dec-2023. Wired money on same date. On their website, they acknowledge payment received. To date, have not received the item. Still shows as not shipped on their website.Called them several (4 or 5) times, only once do they pick up the phone (two weeks ago). Said they would try to ship it during the coming week.Business response
02/05/2024
We will be reaching out to this customer to be resolvedInitial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed on 11/06/2023 Order total: $10,283.05 (Paid on 11/07/2023)Items ordered: 5bars of 1 oz COMEX Approved Gold Bar With Assay Certificate ***** Fine Nature of dispute: I have not received the full order, 2 of the 5 bars were delivered on 01/25/2024 and am still waiting for the 3 other bars to be delivered. It should not take over 12 weeks to deliver 5 ounces of gold. This business has terrible customer service.The business has not contacted me about any updates on when the rest of my order will be delivered. I contacted them multiple times about my order and they wont give a straight answer on when it will be delivered. They continue to make empty promises I called in last Friday 01/26/24 to see when they would ship the rest and they told me by the end of the day on Friday or the following Monday (01/29/24). I called them back again today on 01/30/24 to which they told me it would ship within 48 hours. The order number is ******Business response
02/05/2024
This order has been shipped in full.
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Contact Information
Customer Complaints Summary
256 total complaints in the last 3 years.
189 complaints closed in the last 12 months.