Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  bad business

  Customer response

  12/19/2024

  I just wanted to ask them for information about their program and a few other questions and they were rude and said the wont speak with me live only by text and I told them I wont invest if a live person doesn't speak with me and give me details on how I'll be spending and investing my money they got rude and I got rude right back,that's poor business you want me to invest with you but refuse to talk to me and give me details and I felt you guys should know how they are conducting business and how they treat potential customers the disrespect was very un warrented

  

  Business response

  12/30/2024

  Hi,
  
  You messaged us through our ******** page, asking how to reach us. We explained that we do not provide phone support, but that you can reach us through ************ or by email, Mon - Fri. We stated that you will always speak with a live person when you contact us. This greatly upset you and you decided it made us fraudulent. You claimed we prevented you from speaking to us, even though you were speaking to one of our Customer Support team members. You then began to berate our Customer Support team member with a profanity laced tirade about how mad you were that we do not provide phone support and were refusing to answer questions, though we have written proof that we answered all of your questions in a professional, clear, and timely manner. This is another reason we do not provide phone support: with email and ************, we have written proof of the conversation.  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  cannot reach anyone. there has been over $2000 taken out of my account over a course of time and I never recieved my gold. i inquired numerous times and the company never responded but stopped taking the money out of my account and yet to give me my gold

  

  Business response

  12/16/2024

  Hi ***,
  
  None of this is true. You've had four shipments since you started your subscription. On March 7, 2023, you stated via ******** Messenger that "After I have gotten my 4shipment [sic} I though [sic] with it al [sic]". We have written acknowledgment that you received three shipments prior to that date and that you were waiting for your fourth shipment to cancel.
  
  You had an active subscription for 20 months and paid a total of $1000, not "over $2000" as you claim. We have seven separate email threads with conversations between you and our team, where we have fully addressed all of your concerns. You have not sent us an email since January 2023, which is just shy of two years ago.
  
  You contacted us via ******** again this summer and requested to cancel your account and process your refund after your upcoming shipment was delivered. Your last shipment was delivered on August 18, 2024. Per your request, we cancelled your account and processed your refund on August 19, 2024. After your account was refunded, we notified you via email the details of your refund. 
  
  Thank you, 
  
  Acre Gold

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Failure to deliver gold paid for in advance!

  

  Business response

  10/25/2024

  Hi ******,
  
  Gold is not sold at spot price by anyone. Gold is also not sold at the same price per gram for each bar. As bars get smaller, the price per gram increases. This is the same with all sellers. The price of gold has continued to break records throughout this entire year. With the price of gold increasing, it takes more payments to reach shipping status for each bar.
  
  You've been shipped four bars so far and your last payment put you over the threshold for your fifth bar. We notified you of your shipping date when you made your qualifying payment, but our read receipt shows you did not open this email. If you had emailed us before filing this complaint, we would have given you the shipping date again. Instead, you filed this complaint, then sent an email.
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to Acre Gold with an understanding that I would receive 10 grams of gold. I have paid well over the amount $880.05 for the gold Ive paid to date $1333.40. I have not received the gold that was suppose to be deliver. I called acre and the voice mail box is full.

  

  Business response

  07/23/2024

  Hi,
  
  This customer has received three Buy it Now purchases so far. The customer reached shipping status for their 10g subscription and we sent a fulfillment email with their shipping date. Our read receipt shows the customer opened this email the same day.
  
  After reading the email with shipping date, the customer filed this complaint then sent us an email insisting we ship their gold. The customer is referring to the price on our website for the Buy it Now bar, which is different from our subscription price. We could have explained this is the customer had asked.
  
  The customer did not call us. Customers often ****** "******************** phone number", but ****** returns a number for a random business with "Acre" in the name. We have contacted ****** multiple times over this, but have received no resolution. In an attempt to mitigate this on our end, we recently started an answering service that directs callers to send us an email to ********************************* as the mailbox is not monitored. 

  Customer response

  07/23/2024

   
  Complaint: 22025538
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a monthly subscription. Cannot log in. No customer service number ever answers and email available. Account is being debited every single month and no contact and nothing arrived to me. Please contact me or refund me.

  

  Business response

  06/28/2024

  Hi ****,
  
  We do not provide phone support, so you are not calling us. We list our email address on our website, social media pages, and in every email we send you. We send email receipts after each payment, progress update emails the Monday following each payment, fulfillment emails with your shipping date each time you reach shipping status, and shipping confirmation emails when your gold ships. You have not sent us an email.
  
  You contacted us on ********* stating that you cannot view your payment history in your Customer Portal, but stopped replying. You filed this complaint the same day. You cannot see your payment history because you started your subscription with your personal email, but created a login to your Customer Portal with your work email address. You must use the same email address on both your subscription and Customer Portal login.
  
  This is also likely the reason you have not seen your payment receipts, progress updates, or your fulfillment email that we sent you with your shipping date. It appears these are being sent to your personal email instead of your work email. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a few issues to resolve. The first relates to a contest which is offered by email but which is closed when offered. They offer an entry into a contest when you provide them an email address also. There is no contest and it seems to be fraudulent. This, in my opinion is not above board or logical to offer a contest entry for a contest that is closed. My second issue relates to costs for receiving my order. The gold is not noted to have tariffs or duties. This is only discovered when you receive your package. Third, is lot of an opinion than an actual concern. The platform they offer is very cumbersome to understand in relation to ones balance or credit towards a shipment. Furthermore, emails to the staff result in harsh and unpleasant responses. Specifically I would note this is true from the Director of Operations, *********************. I have emails where he is blatantly rude and unwilling to discuss client concerns. Plus Im not sure I was refunded properly when my account was cancelled for criticism (see above).

  

  Business response

  06/07/2024

  Hi,

  As we stated in our emails to you, in a professional manner, the contest closes every month. No contest is open in perpetuity. The link is included in a static payment receipt email that is sent after each payment is received. 
  
  You did not email us to ask questions. You emailed us to accuse us of false advertisement since the contest already closed for the month. When we explained that the contest would resume next month, you continued to rudely argue that it was false advertisement. You then contacted every executive of our company to accuse us of fraud because the contest was over. After this, you proceeded to spam our social media pages to accuse us of fraud and claim we made fun of you for asking a simple question. At no time did anyone make fun of you, nor were we rude or unprofessional to you. 

  We have no control over what Canada charges its citizens for gold shipments. Here in the **, several states charge tax for gold that we are required by state law to collect for shipments to customers in these states and then remit to the state. 
  
  Our platform is extremely simple to understand. After each payment, you are sent a confirmation email. Each Monday following your payment, we send a progress email with an estimation on your progress towards your upcoming shipment. You can also view this at any time from within your Customer Portal on our website. Each time you reach shipping status, we send a fulfillment email to notify you and provide your shipping date. When your gold ships, we send a shipping confirmation email with your tracking number, cost breakdown, and Go Forward Balance, which is the amount remaining in your account that is applied to your next bar. 
  
  After harassing us for several days over email and social media, your account was cancelled and your balance was refunded. We provided you with details of your refund in an email. In this complaint, you demanded a $400 refund. You only paid in $460 total and were already shipped a 2.5g bar that was valued at over $260 with shipping, insurance, and international customs declarations. Your remaining balance was refunded and you replied to our email notification with Thank you!
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to acre gold for 60 per month. It always took much longer than two 2.5gm of gold was worth. I could live with that fact. However, when i went to cancel im sure I had a balance of cash because they hadnt sent me gold for months. I wrote and asked to be paid back a few times I heard nothing from them. If they are still in business, I would like them to settle up with me.

  

  Business response

  04/15/2024

  Hi, As we explained to the customer numerous times over email, gold is not sold at spot price, by anyone. This customer has a subscription with two 2.5g bars that ship each time the subscription balance reaches the shipping threshold for two bars. The customer also lives in a state that charges sales tax for gold. We are required by state law to collect this sales tax and remit to the state.
  
  This  customer had a total of four shipments, with the last shipped in Nov 2023. After this shipment, the customer cancelled the subscription on Nov 30, 2023. We followed up in an email to clarify assumptions the customer had, but the customer did not reply so the account was refunded a couple of days later.  We sent an email with the details of the refund when the refund was completed. The customer's account has been closed since Nov 30, 2023 and the customer has not contacted us since this time, until this complaint 5 months later. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was to receive a shipment of 2.5 grams of gold on January 26, 2024 from Acres Gold?However, it never arrived to my address? I reached out to Acres Gold via text message on February 5, 9, and 12. I was assigned the complaint #*****. It stated that the matter would be researched and they would get back with me? I have NOT to this day received any follow up information? In the meantime, Acres Gold is still receiving money from my back account for future shipments? There is NOT a contact phone number where you can call to speak with a live person? I want to cancel my subscription but they have already debit my account for over $106.00. I would appreciate your help in helping me to resolve this issue? Thank you

  

  Business response

  03/07/2024

  Hi ********,
  
  We have replied to each of your emails. You've had five shipments to date and each has been shipped to the same address, which you provided when you started your subscription. Your last bar shipped on Jan 26, 2024 and was delivered on Jan 30, 2024.
  
  You began emailing us on Feb 5, claiming we shipped your package to the wrong address. We replied to your emails and let you know that we shipped to the only address on your account. The next day, Feb 6 at 6:41PM Central, you logged into your account and changed your shipping address. You did not realize that all changes on your account are ************* stamped by the system. After this, you emailed again to claim we shipped to the wrong address. In our reply, we explained that the time stamp showed you updated your address six days after your package was delivered. 
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a member of acre gold and had a 100 a month subscription. I have paid 700 dollars so far and received zero gold or notices of shipment. I am worried this is a scam. There is no contact phone number. I have got a couple email responses. But no change in my situation. I just want my gold I paid for and cancel the subscription.

  

  Business response

  02/14/2024

  Hi, you emailed us to ask when your gold was shipping. We replied, letting you know that you reached shipping status and the date your gold ships. You also requested to cancel, and we cancelled your account. We let you know that we would refund your balance after your shipment was marked as delivered. You then filed this complaint, while admitting that you already spoke to us over email and that we provided you with answers to all of your questions. Your filing of this complaint is a violation of the BBB terms since you claimed that we did not respond to you.
  
  Thank you,
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Did not receive my gold bars , we were in the process of moving. There shipping for these bars of gold are unsafe for the customer.one shipment was on my outside staircase, another in ************ and didnt receive my other two shipments.

  

  Business response

  12/21/2023

  Hi,

  We ship via **** for secure placement of all packages inside your mailbox. This is more secure than all other carriers that would leave your package at your door. If the postal carrier cannot place your package inside your mailbox because it is too full, or for any other reason, they may place it somewhere else. This is not under our control.
  
  You were shipped you a total of four bars. Your fourth shipment was shipped on Nov 3 to the address on file with your account when you reached shipping status. Prior to shipping, we notified you of your upcoming shipping date, and included included instructions to notify us of any recent address changes. You did not reply. When we shipped your gold, the shipping confirmation email provided the shipping address that was used. You did not notify us of any issues. 
  
  On Nov 19, which was 13 days after the package was delivered, you emailed us to say you did not receive this package or the prior shipment, which was delivered on Sep 18. No company would honor a claim of a lost package that was marked as delivered two months prior. Through our conversation, it was discovered that you attempted to update your address on your own, but did so improperly. This was not attempted in time for the most recent shipment, even though we prompted you to notify us twice in regard to your shipping address. Once a few days before your actual shipment, and at the time the shipment left the warehouse.
  
  You notified us of two missing packages, which **** marked as delivered. One was two months after the delivery date and the other was 13 days after the delivery date. Both fall well outside the timeframe required to address a delivery issue. At least one was due to an improperly updated shipping address and not covered under our policy.
  
  We reminded you of our shipping policy, which is also listed on our website, and we refunded you properly. 

*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. ↩