Complaints

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Nov 22, 2023, I ordered four 5g and one 10g Pamp Suisse bars (in assay) on their site, marked as in stock. On Dec 07, 2023, my order's tracking was canceled. **************** cited an issue with a 5g bar but provided no details over the phone. Following up through website chat with Mashap revealed it was out of stock, contrary to their advertisement: "Items that are in stock are shipped within an estimated 1 to 5 business days of the receipt of cleared payment". After expressing my dissatisfaction, Mashap agreed to overnight the available items and send the missing 5g bar separately.Today, Dec 08, 2023, I received three 5g bars and one 10g bar, but one 5g bar is damaged. I promptly contacted them with pictures, but received an email hours later after they closed that said they often receive new items with imperfections.This is not acceptable because I am certain that the damage will cause this bar to be less desirable if I decide to sell it. Fractional gold in assay has a higher premium because of the packaging and processing so I feel like I did not get what I paid for. Despite them saying new items will often have minor imperfections, I've never received a damaged assayed bar and opinions around me agree that this is not acceptable. I would like Bullion Exchanges to exchange this damaged bar for an undamaged one. I do not want to be stuck with a less than desirable product that directly impacts its value.So far, this entire experience has been very frustrating.

  

  Business response

  12/15/2023

  Thank you for the opportunity to address this matter. We received images of the product in question via email on 12/08/2023 pertaining to your order *********. Our customer service team responded via email on 12/08/2023 that this item is a bullion item and is subject to minor aesthetic flaws.
  
  These items are mass-produced and are not struck to the same quality as collector quality items. These items are shipped directly from the mint and new items will often have imperfections. The images provided confirmed that the product was not damaged in any way. We confirmed that the item was still in new condition regardless of the imperfections. It is widely known throughout the industry that bullion products will exhibit these types of imperfections as they are not collectible or graded items. Furthermore, when selling back to us, the quote will be the same as a bar with no imperfections.
  
  We confirmed via phone on 12/12/2023 that we could accept this bar back for an exchange as a courtesy. An email was sent on 12/13/2023 at 2:38 PM ET which confirmed this resolution and provided additional return details for the product in order *********.
  
  Bullion Exchanges received no further response regarding the request to return the product from order *********.
  
  If you require additional assistance, please contact our customer service team.
  

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
   

  Unlike their other products, the listing for the gold bar I purchased did not state that it can be subject to imperfections so I feel Ive been mislead by the websites advertisement. The gold bar is indeed damaged and can be seen in the pictures Ive provided. Ive consulted many local professionals and they all agree that this should be returned at the vendors expense due to poor curation on their part. I would not have made this purchase  if their advertisement stated a risk in imperfections.

   

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  

  Business response

  01/22/2024

  The item purchased was a bullion item as opposed to a collectible, and it is widely understood in the industry that these items are mass-produced and may contain slight imperfections. Despite these possible minor flaws, the product is still considered to be in new condition, as ultimately the 5 gram Gold Bar PAMP Suisse Lady ******* Veriscan ***** Fine (In Assay) came directly from the Mint, in assay, and was shipped exactly as it was received. Therefore, there is nothing valuably wrong with the item.
  
  On 12/12/2023, we confirmed via phone conversation that we would accept this bar back for an exchange as a courtesy since it did not meet his expectations, provided he abide by the deadline of 12/18/23, and on the condition that he provide his own shipping label for the bar, since there was no drawback regarding the value of the item. We were met with no response by the customer.
  
  The option is available as a resolution within seven (7) days from the date on which the customer has received the products from us as stated in our Terms & Conditions. This customer agreed to the Terms & Conditions prior to making the purchase, which visibly indicates that Shipping and handling charges are non-refundable. You are fully responsible for all taxes, as well as return shipping and handling costs.

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Damaged items should be RMA'd, not sold to customers without disclaimer. My experience aligns with the experience of others in the past that have been burdened by this establishment. They've demonstrated the inability to understand that customers are satisfied if their purchase has met their expectations, which is far from in this case.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a coin from Bullion Exchange that was supposed to be BU which is supposed to be undamaged. When I received it, there was a large scratch on the face

  

  Business response

  07/11/2023

  Thank you for the opportunity to address this matter. We received an email inquiry regarding the return of 1 x 2015 ****** 3/4 oz Grey Wolf Silver Coin ***** Fine BU for order *********. Our customer service representative confirmed on 7/6/2023 that we can accept the product back to our facility to process an exchange.
  
  On 7/6/2023, we received an additional inquiry requesting a return label and additional silver. Unfortunately, we are unable to provide any additional product that was not purchased within the order. Furthermore, a prepaid return label was provided to return the 1 x 2015 ****** 3/4 oz Grey Wolf Silver Coin ***** Fine BU on 7/7/2023 via email to ***************** The product is required to be returned before an exchange can be processed.
  
  If you require additional assistance, please contact our customer service team.

  Customer response

  07/18/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered items from this merchant. They were never received and I had to file a claim with ***** and file a police report. I been trying to contact the merchant for their insurance information to make a claim and they are not willing to cooperate. The items were very expensive. I just want cooperation from merchant. Been a long time customer.

  

  Business response

  11/30/2022

  Thank you for giving us the opportunity to address this matter. As stated in our Terms and Conditions, our insurance will only cover items that are lost or damaged in transit. Once the item shows that it was delivered as per the tracking information, we are no longer liable and the shipment is the customers responsibility at that point.
  
  
  Your order ********* was shipped on 10/04/2022 with ************** Overnight. The tracking number for your shipment is ************. The ***** tracking states, DELIVERED Wednesday 10/5/2022 at 2:04 pm.
  
  
  The ***** proof of delivery displays that this shipment was delivered and signed for at the shipping address provided on order *********. A claim was submitted for this shipment. ***** denied the claim stating Our records indicate that the delivery option available with the Adult ************************** were followed and there is no evidence of mishandling on the part of *****.
  
  
  We are unable to offer a refund or reshipment as we stated in our Terms and Conditions that we are no longer liable once the tracking information states delivered. ***** confirmed the shipment was delivered to the address provided on order *********.
  

*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. ↩