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Business Profile

Coin Dealers

BOLD Precious Metals, LLC

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2023

    Type:Delivery 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.
    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.

    Regards,

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

    Business Response

    Date: 04/17/2023

    Dear *********************************,

    We appreciate your reaching out to us about the issues you have experienced with your order. Our sincerest apologies for the inconvenience and frustration caused by the shipping delays and our customer support's handling of your concerns. We want you to know that we take your feedback seriously and are working to address these matters.

    To begin, we'd like to clarify that your order was for a Pre-Ordered item, and the Expected Shipping Date was based on information provided by the mint. The estimated date we gave you was the most accurate information we had at the time. Unfortunately, the mint has encountered additional delays, which has impacted your order. We are actively working with the mint to expedite our orders as much as possible.

    Furthermore, we have determined that our customer support representative did not adhere to our standard protocols while addressing your case, leading to confusion. We have taken corrective measures and addressed the issue with the representative to ensure our team follows established procedures.

    To express our gratitude for your patience, we would like to offer you a $10 store credit, which can be used on any future orders as a token of our appreciation. You can activate this credit when placing your next order with us if you choose to give us another opportunity to earn your business.

    To resolve the current issue, we present the following options: 1) a full refund, 2) an exchange for a similar item, or 3) waiting for your original order. We expect one of our shipments containing your ordered item to arrive at our warehouse today. If this occurs, we will prioritize your shipment to minimize any further delays. Our packaging manager has been informed of your order and will ensure it is packaged as soon as any orders containing your product from the specific mint are delivered to us.

    Once we receive our shipment from the mint, we will proceed with shipping your order. If you wish to contact our customer support team in the meantime, please reach out to us at ******************************** or 1(866) 454-BOLD, and we will gladly assist you in determining the best resolution for your situation. We deeply apologize for the inconvenience and are dedicated to providing exceptional service in the future.

    Thank you for your understanding, and for giving us the chance to make things right. We value your business and look forward to serving you better.

    Sincerely,

    ***********************
    CEO
    BOLD Precious Metals
  • Initial Complaint

    Date:04/04/2023

    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.
    Like many other complaints. I purchased on 3/12 and Item said in stock. The delivery date get pushed up every day but the customer service rep has told me multiple times. We will ship tomorrow. That did not happen. They literally lie to their customers after they over sell inventory (on purpose). this is the worse business model I have ever seen. Here we are over three weeks and several lies later and still no word on my order #******. My good friend that I referred to this deal is also in the same situation. I just want what I paid for so I can move on from these liars. One more thing. I bought a kilo bar days after this order. The kilo bar showed up but it was in a plastic sleeve filled with black ink all over the silver bar. I had to wash it with alcohol and scrub the bar for half hour to get all the ink spots off. I didnt bother trying to send it back being that they have MAJOR customer service and shipment issues. Just want my silver so I can stop having to work with liars and evil people.

    Business Response

    Date: 04/04/2023

    Dear *******,


    Thank you for taking the time to share your feedback with us. We are truly sorry for the delay in your order and the inconvenience it has caused. We understand how frustrating it can be to wait for a product that you were looking forward to receiving.

    After investigating your order, we have identified an issue with our fulfillment center software that inaccurately caused the delay of the item you ordered. Please accept our sincere apologies for any miscommunication from our customer support team about the delivery time. We are taking steps to ensure that our team has the necessary information to communicate more effectively with our fulfillment center in the future.  Our development team is already working on a solution to address this issue, and we are confident that we will be able to prevent it from happening again. In the meantime, we have instructed our packaging team to prepare your order for immediate shipment. We understand that you have been waiting for your product, and we want to make sure it reaches you as soon as possible.

    We would like to express our sincere apologies for the delay and the inconvenience that this has caused you. As a small token of our appreciation for your patience and understanding, we have included a small gift in your package.

    Thank you for your understanding and for giving us the opportunity to make things right. We appreciate your business and hope to have the opportunity to serve you better in the future.

     

    Best regards,

  • Initial Complaint

    Date:02/17/2023

    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.
    Complaint: 19420811

    I am rejecting this response because: the ship to address is in **********, **, less than 100 miles from ******. There was no delays or closures in the area to my knowledge during the shipping timeframe.  Besides, this isnt the first time for some of my past orders and orders that friends and family made that ******* failed to ship in a timely manner or cancelled because they sold inventory they either did not have or were unable obtain after taking the order. 
        I did try contacting ******* through their website for an answer, but got no response. This is why I contacted BBB. I have received the orders at this point, but will not be ordering from Bold Precious Metals in the future and will not recommend them. 

    Regards,

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

    Business Response

    Date: 02/27/2023

    This customer placed two orders with us in early/mid February.  Both orders had an "estimated" shipping date of February 13th and February 14th.  Both of these orders were shipped to the customer on February 17th.  These orders were delivered to the cusotmer on February 21st.  We also experienced a severe ice storm in ******, ** the first week of February that prolonged the shipping issues for us.  We were without power and internet for over a week and then had a significant backlog of orders that we had to process and work overtime to get out "on time".  It would appear that this customer's orders were delayed 3 days due to the storm that took place in early February and caused a weeklong delay of getting power and internet back to our facility.  Our packaging team worked overtime, once power was restored to get orders out on time.  I have reviewed the other orders that this customer has placed with us as he claimed that this has happened all the time.  He previously has placed 20+ orders with us from July 2020 to May 2022.  I am not sure if we have shipped later than 3 days or more from the "estimated" shipping date of these orders, as these orders were processed on our old website and we were not documenting the "estimated shipping date" as advertised at that time.  This does not appear to be a recurring situation and there are some situations that do not allow us to ship by the Estimated Shipping Date, though we try to meet that date or exceed it.  The majority of times we are able to do so.  We also ask our customers to reach out to our Customer Support team who will help resolve these issues rather than having them open up a case with BBB.  

  • Initial Complaint

    Date:01/19/2023

    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 placed an online order with Bold on 1/18/2023 for a total of $1269.34. Upon entering in all of my information on the billing and shipping side I proceed to checkout and choose the paper check option and download the invoice. Well to my surprise the shipping address did not capture the suite/box number on their site. So I go back to my account to try to update it again. Still the website does not save the suite number to my address. I call customer service to get them to simply add my suite number to my shipping address so my package can be delivered to the correct box/suite number and my **** money order can be mailed to them in 5 days. Well they still have not given me any proof of updating the error caused by THEIR website, which means the address they have on record did not include my suite# but yet they expect payment in (5days) for their incompetency to review and look at the information I have provided them. I would caution any future buyers on making large purchases with this company until they can improve on customer service, honesty, competency, and reliability. I will update BBB as this process progresses. I have not received verification from the company that they have successfully fixed the issue with my address and assure me it will ship to my correct box/suite #. please help!

    Business Response

    Date: 01/19/2023

    The address has been updated manually into our shipping software as was told to the customer by our customer support team.  Also, we have created a ticket with our development team to determine the problem and to update his address on his account page.  Once payment has been recieved, this order will ship to the correct address as provided by the customer.
  • Initial Complaint

    Date:01/13/2023

    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 purchased 10 of the same silver coins on December 17, 2022, in which they claim they have several in stock. I sent a paper check, as I do not know this company and thought a check would be safer. I waited for them to cash my check, which cleared on Dec. 28th. I called them on January 6th to follow up and was told that they didn't have the product in stock but that they had a tracking number for it and it was expected to arrive Wednesday, January 11th, and they would send it priority. On January 13th I called, only to hear the exact same line. We are awaiting a shipment with a tracking number expected to arrive Wednesday, January 18th. I get shipping delays, but here is the problem. They claimed the coin was in stock. I have taken a screen shot of their website claiming they have 422 in stock still today. Then when I called they said they had a tracking number on the item and that it would be delivered that next week. Only to call back the next week and be told the exact same line. That is strike 3 for their honesty. You don't do business like that and be credible. I have asked for a refund, in which they told me it would take 10 days to process. This sounds reasonable. I will follow up on this complaint if I did not receive it within this time frame. Buyers beware!

    Business Response

    Date: 01/13/2023

    ********, we are sorry to hear about your experience.  I personally just processed your refund and you should see a refund check from our bank in the next 5-7 days.

    I also took the liberty to determine what had happened with your order.  Here is what I discovered.  When we receive a confirmed tracking number for a vendor order that we place with the mint, the items in that order are then ****ed as In Stock in our system.  Unfortunately, there was an issue with the vendor order that contained the items that you ordered and the mint was forced to rearrange a new shipment to us of those items.  This did take about 3 weeks to get a new shipment sent to us.

    I have asked our team to investigate our processes to determine what changes need to be made to ensure that this doesnt happen again.

    I personally want to apologize for the issue that you faced as I understand the frustration this has caused you.

    Please accept our sincerest apologies as we did indeed miss the **** with your order.
  • Initial Complaint

    Date:12/29/2022

    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.

    Complaint: 18654068

    I am rejecting this response because:

    I have not received the items I ordered. From the first notification of the wrong items sent, I have asked for a label and container to be mailed to me. That took a conversation every day for 3 days. On Christmas Day, a return label and box arrived at my house, however the **** returned the box and label (with the items inside) due to lack of postage (picture of the **** label provided). I have made 0 threats to Bold and have asked for a means of exchanging the items, quickly. I am baffled at the remarks claiming I am attempting to extort Bold. Having placed my order on 12/9/22, I am looking forward to receiving my purchase.



    Regards,

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

    quired. At this point, it seems either the situation has turned intentionally difficult and/or Bold is making this ****** difficult and dragging this out (while they are still in possession of my $640+) or the multiple individuals 'handling' my issue are not qualified to do so.

    Business Response

    Date: 12/29/2022

    BOLD has been actively working with this customer to return the items that were sent in error.  Unfortunately, we have to first get the items returned to ** in order to send the correct items to the customer.  We need this customer to ship the items back to us via **** (a label was provided to the customer).  Our Customer Support team is actively working with this customer to resolve the issue as it has been less than 1 week since the error was identified (and in the middle of the Christmas break). 

    Unfortunately, mistakes do happen, and when mistakes happen, our Customer Support actively works to offer various solutions to remedy the problem.  The items that were sent to the customer are valued at a comparable amount to what was ordered, so the customer is currently in possession of similar valued items.  We have thanked the customer for bringing this mistake to our attention and we have every reason to quickly remedy this situation.  Unfortunately, this customer has been extremely demanding and has threatened to leave negative reviews if we don't exactly meet his demands, but we have a process that we must follow.  This initial BBB review is the customer's attempt at extortion from BOLD and this will not be tolerated by us. 

    We are very sorry for the mistake that happpened and have identified the cause for the mistake and have now implemented some additional measures to assure that this won't happen again.   

  • Initial Complaint

    Date:10/03/2022

    Type:Delivery 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.
    We placed and paid via direct deposit an order with Bold Precious Metals (****** Based) on Friday, September 30. This order is for $33,391. The items we ordered show "in-***************** for shipment" on Bold's website. However, after we paid via direct deposit, we were informed by Bold's customer service representative that Bold had to order the products from their supplier and that the products will not be shipped until late October. No specific date was given when we asked for a delivery date.In effect, they are misleadiing customers on their website by displaying false information. Additionally, they will not respond to my customer service email requesting the verification of the direct depost they received, nor will they inform me of the ship/receive dates.Today, on 10/3, their customer service rep straight up lied by saying my order quanitiy exceeded Bold's inventory when in fact their inventory shows they have adequate supply and that the product will ship 10/4/2022.When I brought up this point, the *** hung up on me. I tried calling back 5 times, they will not respond. They have in effect stolen our $33,391.Please help.Thank you. *************************** ************

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