ComplaintsforMoney Metals Exchange, LLC

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered 7 one ounce bars silver I received the order I opened the package there was 4 oz bars account # is ******* sales order ******* I paid $ ****** for 4 'oz I *** think so please contact me at ****************

  

  Business response

  04/15/2024

  The client has said he will withdraw the complaint. He located all 7 bars and is not missing any silver.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was in their monthly program and decided to cancel. I still had 5 coins in the program so I paid for the coins and shipping cleared by my bank on March 7th 2024. During the week starting March 18th I called to see where my coins were. **************** gave me the run around until I still have not received my coins as of the 21st of March 2024. My order has shown PENDING SINCE LAST WEEK. OH YEAH, IT'S ALWAYS TOMORROW WITH THESE GUYS.

  

  Business response

  03/26/2024

  The client's package was shipped on 3/21/2024 and has since been delivered. The delay was associated with collecting and clearing the payment for the shipping charges. The client called on multiple occasions and was provided an accurate accounting of when the order would be shipped and why.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDER DATE 02/11/2024 ORDER NUMBER# ******* AMOUNT ****** On 02/16/2024 I CONTACTED CUSTOMER SERVICE TO INFORM THEM THAT I DID NOT RECEIVE MY ORDER AND I ASKED THEM FOR HELP TO RECEIVE MY ORDER THE CUSTOMER SERVICE WAS NOT HELPFUL AT ALL SHE SAID THERE IS NOTHING SHE COULD DO I SAID WHAT DO YOU MEAN I INFROMED HER THAT I WAS ALSO CHARGED FOR DELIVERY INSURANCE. SHE WAS VERY RUDE AND UNPROFESSIONAL I ASKED FOR HER NAME AND HER RESPONSE WAS FOR WHAT ( YOU DONT NEED MY NAME AND THEN HUNG UP THE ***** ON ME) NOW I FILL I WAS SCAMED ...

  

  Business response

  02/19/2024

  There are two reasons we were not able to honor a claim for this client. The first is that we ask the client notify us right away in cases where the tracking shows the package was successfully delivered. The client did not notify us within the 48 hour window provided in our terms and our email confirmations. However the larger issue is the carrier reports proper delivery of the package and there is no indication to the contrary. In cases like this, clients will often find the package was received by another occupant of the residence or the package was assumed to be a shipment from some other vendor and set aside.  The client is not providing an honest characterization of his phone call with our staff. On review of the recording our customer service rep did provide her name and it was the client who disconnected the call.

  Customer response

  02/19/2024

   
  Complaint: 21308723
  
  I am rejecting this response because:

  I contacted my neighbors to see if they received the package which they did not receive anything.  I did in fact gave a honest statement in regards to there customer service which was horrible to hang up the phone on a customer is in unacceptable. When placing the order there is no where that states that you have 48 hours to complain about delivery issues how convenient that after the purchase is made that its stated also what was I charged delivery insurance for if there is none. Enclosed is the delivery photo from fed ex which is not visible at all. 

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed the order on 11/8/2023. The delivery method was the **** with Signature Required delivery. It was supposedly delivered , but not to me nor my address. I have gotten nowhere with the post office, and even less help with Money Metals. I feel like the small guy caught in the middle that always comes out losing. Is this an isolated incident with Money Metals or am I just one of many cases? I have attached some documentation that should clarify the issue.

  

  Business response

  02/19/2024

  We have been able to determine the package was misdelivered to a "cluster" mailbox serving some apartment units down the street. The ************** has acknowledged the mis-delivery and issued payment for $100 to the recipient. Given this, Money Metals will re-ship the client's order at no charge. 

  Customer response

  02/20/2024

   
  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. When can I expect delivery?
  
  Sincerely,
  
  *****************************

  Customer response

  02/23/2024

     When can I expect delivery?

  Customer response

  02/28/2024

     I have not received anything from Money Metals. according to the response they were going to send me the package. When can I expect some response.

  

  Business response

  02/29/2024

  The client's order will be shipped today or tomorrow.

  Customer response

  03/19/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two silver rounds of one ounce each, 1 "President ****** and 1 "Dont tread on me". Both pieces are tainted, there is no way this could have being a coincidence. I live abroad so sending back the rounds is not an option.

  

  Business response

  02/01/2024

  We do not understand the word "tainted". We guarantee the rounds mentioned are **** fine silver, in uncirculated condition. I appears the client wants a refund, but has not provided a useful description what is wrong and he has indicated the items cannot be returned. We are not able to offer a refund absent return of the silver.

  Customer response

  02/02/2024

   
  Complaint: 21229640
  
  I am rejecting this response because:

  - I will give you a pass on the "Tea party" coin. It is stained but is more subtle; It is clearly a second hand item, but ok.

  - The ***** coin is not acceptable, it is clearly stained (impaired) in the surface, as you can see in the photo.

  If I could I would return the item, but I am abroad and It is not possible. The way I see is to solve this is to  refund the cost of the Tump coin ***** USD

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been ScammedI made a purchase November 30Th from money metals exchange. I chose the depository option where they hold it there on my behalf. The payment was made for $926.20. It went through, everything was settled. I received an invoice in the mail with a confirmation number, and states transfer to depository. I noticed a deposit in my bank account from ********************** metal ******************** for the amount of $759.36. Yesterday I made time to look into this, checked the account online, and then called. ********* was most helpful but could not help. She sent me to *****, who did call me back. I have never experienced the level of rudeness that he brought to me. HE refused to refund the difference, ******* at me he stated, I will do nothing and hung up during the conversation he explained that HE sent me an email on December 5th for me to fill out a form for the depository. An absolute lie. The attachment shows I only received junk/scam mail. 51 to be exact. He said they called and left a voicemail, but their calls come thru as Potential spam. Also attached. Nowhere on the invoice, nor on my account page does it state I need to fill out something further. They didnt send anything. THEY SIMPLEY STOLE IT AS ***************. They owe me $194.90

  

  Business response

  01/31/2024

  We made repeated attempts to reach the client by phone and by email. The client acknowledged ignoring voice messages, but did not acknowledge receiving our email. I searched and confirmed with the client that the email is in our sent mail history. The client needed to sign and return a storage agreement. We spent 6 weeks attempting to get the client to engage and return that document, but we received no response. We are unable to hold a client's metal or money indefinitely. When the metal cannot be delivered and the client won't communicate with us, our practice, as covered in our terms, is to purchase the metal and send the proceeds to the client. It is worth noting that it is the client who hung up the call and that the words "I will do nothing" were never said. We reviewed the call recording. The client's original purchase total was $926.20. We issued payment in the amount of $759.36 when we purchased the metal back. The difference is $166.84 (we do not know how the client arrived at $194.90). A portion of the difference ($61.41) is market losses because the price of silver fell by $1.91/oz over the 6 week period. We will not be responsible for those market losses. We will, as an accommodation, refund the remainder - $105.43.That will be refunded today.

  Customer response

  02/01/2024

  My apologies, the calculation on my part was incorrect. The amount is $166.84 and I agree that should be returned. I did not authorize the sale back to them. as the attachments show there call was automatically identified as spam and I disregarded it. 

  All of the emails were solicitation attempts except the invoice which I opened.

  the invoice clearly has no terms or conditions that state I need further action of any kind, nor a time frame... 

  They mailed me a hard copy, they could have sent any other document needed with the "paid invoice"

  Its not my job to know their hidden procedures. Why was the transaction processed and accepted in full on the website?  

  Customer response

  02/06/2024

  They clearly did not state any further required documents or a time frame. are they going to refund my money? 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered several coins as Christmas presents on 12/8/2023. Called to follow up on 12/18 and was told I was put on a do not sell list without any notification. Thier customer service rep told me my information didnt match although I received an invoice with all the correct information and stating my order was paid for via credit card. What I thought was strange is that the MME rep referred to a different invoice/ order number that didnt match the invoice that I had. This is before I gave them my name and order number. I did receive a credit on my card but also saw a separate charge on my card from southern ***** that I didn't authorize. Makes me wonder whats going on with Money Metal Exchange. They dont seem legit.

  

  Business response

  12/19/2023

  We spoke with the client yesterday. We explained that orders are evaluated for potential fraud. There were a number of red flags associated with his order and the decision was made to cancel and refund the payment. This is a rare circumstance. We can only apologize if an error was made, but we reserve the right to make judgements about the potential for fraud as outlined in our terms and conditions. Our company has made no other charges on the client's credit card. 100% of the funds we received have been returned. The client did not mention the separate charge when we spoke to him yesterday. We would have expected him to request a refund, if he genuinely thought our firm was responsible.

  Customer response

  12/19/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a standing liberty silver round from money metals. The image on the website showed a crisp and clear image on the item with very nice detail. The item I received was nothing like the quality on the website. No detail visible and like a blurred image. They would not take it back and want to give me less than I originally paid plus paid for shipping back. Being that it was not as advertised I would expect them to take it back and pay shipping.

  

  Business response

  12/15/2023

  Silver rounds are a commodity product. The mints who produce them are aiming first and foremost to produce them at lower cost, with an acceptable level of quality. Clients who order them get the benefit of their considerably lower cost, but must be prepared for less than perfect condition. The client's description of the round "No detail visible and like a blurred image", however would not represent acceptable quality. Upon review of the client's call, he did not describe the round to be in condition this poor. A round in this sort of condition is also very unlikely to have passed our quality controls. We will follow up with the client.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased from the company Money Metals Exchange LLC on Oct 17 2023, an order wich has a value of $21,156.03, I never received their package. I reached out to the company on November 8 2023, to find out what happened with my package, they sent me a receipt from **** saying the package was delivered on November 4 2023, and in the receipt said the package was delivered at 66-**********************************************************************. (not my address) wich is **************************************************. and was the address provided for the shipping. They refuse to take responsibility of this incident, and all I know is that I have lost $21,156.03 trusting a company that seems to be a fraud.

  

  Business response

  12/14/2023

  This claim is still under investigation and no determination has been made yet. We are currently engaged with staff the local post office and with the local police. The question is whether the package was, in fact, delivered at the wrong address. We expect to make a determination shortly.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4 Silver Eagle Coins were purchased on-line on November 20, 2023. On December 9, 2023, I received a voicemail message from Money Metals Exchange that my order was recently returned to them and that they just needed to verify my address as well as pay an additional shipping fee and to give them a call at **************. I called Money Metals Exchange (MME) at ************ on 12/11/23. MME stated the shipper could not find the address. We verified that the address they had for delivery was correct. They had noted the address was a business address. I informed them that it was not a business address, that it was a residence. They stated that I would need to pay an additional shipping fee of $7.97 to receive the material. I told them that I thought that was inappropriate to charge me an additional shipping fee as the information regarding the address they had was correct and the reason for the return was of no fault of mine, and they should take the mater up with their shipper, which they stated was Fed Ex. From 11/20/23 until 12/9/23, there was only 1 day when no one was at the house during the day, which was Thanksgiving day, 11/23/23. I had never received any contact from the shipper. MME refused to waive the additional shipping fee. Since they have the material, I suggested they credit my credit card for the total of the order, $139.74. The only other option they proposed was to buy back the material. They offered ~$98 dollars. I considered this to be unacceptable and contacted my credit card company to place a block on payment to MME.

  

  Business response

  12/12/2023

  ***** tracking for the shipment shows ***** made two attempts to deliver the package. One on 11/24 and a second attempt on 11/27. The client was provided tracking when the package was shipped, he had access to the estimated delivery dates, and he knows when the delivery attempts were made. The client is responsible for being present to accept delivery, or, in the event a shipment is returned, he is responsible for the cost to have the package re-shipped. Money Metals always owns mistakes that we make, but in this case, the responsibility lies with the client. Given the client has disputed the payment for his order with the card company, we will be handling the matter via the payment dispute process and not via the BBB.

  Customer response

  12/26/2023

  The information that was provided from the shipping company is incorrect.  I was at my residence on both of the days that are identified.  I received no contact on those days.  I did receive a FED EX text that an item would be delivered the following day.  The text was received on 11/23, this was the only text received.  I received no contact on 11/24 nor on 11/27.  It is my opinion that the delivery company performed poorly in this instance and MME expected me to pay for their inadequacies.  This is not appropriate.  

*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. ↩