ComplaintsforBOLD Precious Metals, LLC

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5oz Scottsdale Tombstone silver bar for a friend to get him into stacking. When he received it he asked me why the Scottsdale symbol as smudge off and why there are odd dents and scratches. We both think it's a fake silver bar. Now he doesn't have any interest in bullion. I have reached out to the company through customer support who said they would contact me and resolve the problem they never did.

  

  Business response

  09/18/2024

  Mr. *************** you for reaching out to us, and we sincerely apologize for any inconvenience this has caused. Our customer support team did respond to your email on September 16th, asking for pictures of the damage to better understand your concern. Please note that **** is an authorized distributor for ***************, and we only sell their products directly from the mint. Bars, especially lower premium ones like the Scottsdale Tombstone, may sometimes have imperfections, but rest assured they are authentic.
  Please send the requested pictures to our customer support team so we can assist you in resolving this issue promptly.
  Best regards,
  Customer Support
  **********************

  Customer response

  09/18/2024

  Complaint: 22300497
  
  I am rejecting this response because: I never received any emails from your "customer service " department. I checked spam and everywhere and I have zero request for any photos of the 5oz bar. Y'all sound like your trying to scam me. I will get my lawyers involved if this doesn't get resolved. By the way since your team is incompetent my email is

   

  **************************** 
  
  Regards,
  
  ******* *****

  

  Business response

  09/18/2024

  Mr. *****,
  

  Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for any confusion regarding the emails from our customer service department. According to our records, an email was sent to you on Monday, September 16, 2024, at 9:31 AM, requesting photos of the 5oz bar. I have attached an image of that email correspondence for your reference.
  

  We have asked our Customer Support team to contact you directly to ensure the matter is resolved promptly. Additionally, we want to reassure you that resolving this issue is our top priority, and we are committed to doing so without any further delays.
  

  Please do not hesitate to reach out if you have any further questions or concerns. We value your business and look forward to a swift resolution.
  

  Best regards,
  BOLD Customer Support

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order for 1 ounce gold bar on May 31. Received communication stating shipping would be June 3rd. When I didnt receive tracking the next day I called and was told they dont stock the item and must get from a warehouse. And it wouldnt ship until the 10th.This is not stated anywhere on the website. I always check a purveyor by placing a single order and see how I am treated. This is a failure in my mind and I will not be doing business with them on a substantial purchase. Their loss. If you check their 1 and 2 star reviews they are mostly from 2024. Seems like they are experiencing a problem with fulfillment. They sell items that they dont stock but buy from someone else. A fulfillment center. I see they replied. Fact- website said they had 22 in stock when I ordered. Thats a big discrepancy for an inventory issue. It is an outright deceptive tactic to lure you to buy something they dont have. I was never offered a refund. I said if I did not receive by the 10th I would dispute the charge. One week later, no shipment. Order cancelled. These people drop ship from another vendor. Avoid like the plague.

  

  Business response

  07/12/2024

  Dear Customer,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced with your recent order.
  
  Upon reviewing your case, we can confirm that at the time you placed your order for the 1-ounce gold bar, it was incorrectly listed as in stock on our website. We immediately contacted you to inform you of the discrepancy and provided a new shipping date of June 10th. We regret that this information was not clearly stated on our website, and we are actively working to improve our inventory management system to prevent such issues in the future.
  
  Initially, you agreed to wait for the shipment. However, we received multiple reviews from you across different platforms indicating your dissatisfaction and threatening to pursue legal action if the item was not received by the new date. In response to your concerns, we decided to proactively refund your payment to prevent any further inconvenience.
  
  We believe this issue has been resolved with the refund provided. We kindly request that you consider this resolution and refrain from leaving additional reviews or responses that do not reflect the entire situation.
  
  Your feedback is crucial in helping us improve our processes and service. If there is anything further we can do to address your concerns or if you would like to discuss this matter in more detail, please feel free to contact us directly.
  
  Thank you for your understanding.
  
  Sincerely,
  
  BOLD Customer Support

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 4, 2024, I placed an order with Bold Precious Metals (BPM) for: One, 1-ounce, .999 gold bar, minted by the Perth Mint (Order #******). The order was placed based upon the above description, and clear photograph of the bar, as advertised on BPMs website. On May 20, 2024, I received the product. However, there is a significant difference in the bar I received and the bar depicted in the advertisement. The logo on the bar I received had absolutely no black detailing; it was the same color as the rest of the bar. For all intents and purposes, and specifically relative to the collectors market, it is a totally different bar, and of lesser value. I contacted BPMs customer service and ultimately spoke with a supervisor - "***". Over the course of several additional calls, *** conceded the bar I received was not the same as the one depicted in the advertisement. He further explained [that] Perth Mint had stopped minting that bar several years ago, and replaced it with the style I received. However, for reasons unknown to *** (or his team) the photo in the advertisement had not been removed/updated. We discussed several ways to resolve the matter, but every option presented by *** would have resulted in a loss to me due to the immediate increased price in gold. I have made a concerted effort to resolve this matter in a mutually amicable manner, but all of BPMs options are oriented to their financial benefit at my expense. This transaction is virtually indistinguishable from bait and switch. As an aside, within 24 hours of my initial discussion with ***, *** replaced the outdated photo of the bar with one depicting the bar I received. Also, in speaking with a representative of the Perth Mint, I was informed the logo with the black background had been discontinued in 2021.

  

  Business response

  05/24/2024

  **************,
  

  Thank you for your feedback regarding your recent purchase from Bold Precious Metals. We regret any confusion and inconvenience the depiction of the Perth Mint gold bar has caused.
  

  To clarify, the image used on our website is provided by the Perth Mint and is commonly utilized across the industry to represent the bar's mirror proof finish. The darker areas depicted in the image are typical of how dealers showcase this feature, emphasizing the reflective quality of the bar's surface.
  

  In our commitment to exceptional customer service, we extended two atypical and generous offers to resolve your concerns:
  1)  A full refund plus an additional $100 to further compensate for the inconvenience, and
  2)  The option to keep the order while receiving a $25 credit.
  

  Both proposals were made with the understanding that no defamatory claims would follow their acceptance. Unfortunately, these offers have been declined, leading us to an impasse.
  

  We strive to exceed standard industry practices to ensure our customers are satisfied and regret that we have not been able to resolve this matter to your satisfaction. Bold Precious Metals values fairness and transparency, and we had hoped to amicably conclude this issue.
  

  Thank you once again for bringing this to our attention. We wish you the best moving forward.
  

  Warm regards,
  

  ****************
  Customer Service Manager

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

  Customer response

  05/28/2024

  Complaint: 21747745
  
  I am rejecting this response because:

  Bold's assertion [that] "The darker areas depicted in the image are typical of how dealers showcase this feature, emphasizing the reflective quality of the bar's surface." is - either misleading, or just outright false. As I noted in the initial complaint, one of Bold's supervisors (***) viewed the pic, spoke with his team members, and agreed the photo in the Bold ad depicted a gold bar with actual black high lighting in the logo area, and not the result of a "show case" (IE: Lighting/shadow effect) presentation. *** further noted the photo was from an outdated advertisement,

  Additionally, as also noted in the initial complaint, I personally verified with a Perth Mint representative that the Swan series bullion utilized a black background up until 2021.

  Although BOLD offered compensation in the amount of $100, unless I added an additional $400 to my order, more than 15% of the $100 would be lost due to the cost of shipping and tax. Since ordering the bar, I have already lost more than $100 due to fluctuating gold prices..

  Nevertheless, on two separate occasions, I offered to resolve the issue in a manner that would not cost me any more money and would actually cost Bold less. To wit: In lieu of the $100, I proposed Bold send me three one-ounce bars or rounds of .999 silver bullion of their choice. My only restrictions were: BU quality and no secondary market products.

  By doing this, especially now  - while silver prices have dropped - It would cost Bold much less than $100 by doing so. As for shipping, it would cost about the same as it would cost for them to have the gold shipped back.

  I have been more than fair, and offered Bold an option that actually benefits them, but their proposed resolution will cost me even more money.
  

   

  Regards,
  
  *******************

  

  Business response

  05/28/2024

  **************,
  
  
  Thank you for your detailed response. We truly appreciate the time you have taken to articulate your perspective and recognize that your concerns remain despite our previous efforts.
  
  
  Regarding the image and description of the Perth Mint gold bar, we want to assure you that there was no intention to misrepresent the product. The image was specifically used to highlight the bars mirror proof finisha common practice within the industry to emphasize the reflective qualities of precious metals. This was also confirmed by our representative at the Perth Mint.  We acknowledge that this representation may have caused confusion, and we take your feedback seriously.
  
  
  We also appreciate your proposal regarding the silver bullion as an alternative resolution. However, after careful consideration, we must adhere to our established policies for such matters. The offers we presentedreturning the bar for a full refund plus an additional $100 to account for the recent increase in gold prices, or receiving a $25 credit to retain the barwere made in good faith. These options reflect our commitment to customer satisfaction and align with our operational standards. Unfortunately, we are unable to accept the proposal you made to us.
  
  
  We understand that this may not fully meet your expectations, and we regret any inconvenience this has caused. At this stage, we believe it is in both parties' best interests to maintain our final offer as stated.
  
  
  Thank you for your understanding and for bringing this issue to our attention. We value every customers experience and are committed to excellence in all our interactions.
  
  
  Warm regards,

  Customer response

  05/30/2024

  Complaint: 21747745
  
  I am rejecting this response because: I do not believe your offer was made "in good faith" . I believe it was made in Bold's best interest. As such, unless you are sincerely willing to resolve this matter in a manner amiable to both parties, I will move forward with the following actions:

  File a complaint with the Florida Attorney General; and
  

  Pursue civil litigation in Small Claim's Court (**); and,

  Provide copies of this, as well as all other correspondence regarding this matter, to various Internet content creators who focus on all aspects of precious metals so they may accurately address this, as well as any similar future, issue. 

  If I am forced to so, the fees for filing a civil suit, including service of process, will exceed $400. Once I file the complaint, any settlement will have to include the aforementioned cost/fees. Should Bold chose to litigate the matter, my request for judgement will include my actual losses, as well as all cost and fees. and a (Florida licensed) attorney will be required to appear to represent Bold.

  This is not to be construed as a threat or a malicious response. I am simply informing you of my potential future response.

  All I am asking for is to be treated fairly. My suggested resolution is literally - and mathematically proven to be - more financially beneficial to Bold than to myself. I am simply trying to resolve this in the quickest, fairest, manner possible.
  

   

  Regards,
  
  *******************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for expedited shipping so my order would arrive before new year's since it was supposed to be a gift for my nephew. They claimed it would ship by 12/26-12/28 even though I ordered it 12/22. I figured with expedited shipping that would still work. By 12/31 it still hadn't even shipped! I emailed them asking for an update and asking how I could cancel the order since it was now pointless. They never responded, shipped the product 1/2 via standard shipping methods and it didn't arrive until 1/10! Ordering something 12/22 paying expedited shipping costs and receiving it 1/10 is absolutely false advertising. Nothing about this order was expedited and I never would have placed the order had I known the true lead time.

  

  Business response

  01/12/2024

  Thank you for reaching out with your concerns. We sincerely apologize for the inconvenience and frustration caused by your recent experience with our service. It's important to us that we address the issues you've raised and clarify any misunderstandings.
  

  We understand that you placed an order with us on December 22, 2023, expecting a prompt delivery. However, there seems to have been a misunderstanding regarding the shipping options. We want to clarify that while you chose *** shipping, this option is different from expedited shipping. *** shipping is our standard shipping method and does not include the faster delivery times associated with expedited shipping. We apologize for any confusion this may have caused and acknowledge that this distinction was not made clear in our communication with you.
  

  Additionally, our warehouse was closed for the Christmas holiday from December 22nd through the New Year and resumed operations on January 2nd. Due to this closure and a glitch in our system, the expected shipping date was inaccurately displayed. We apologize for this error and any inconvenience it may have caused.
  

  We understand that you reached out to our support team on December 29, and regret that we could not respond sooner due to the holiday closure. Please know that we prioritize customer inquiries and strive to respond as quickly as possible.
  

  As a token of our apology and to make amends for the inconvenience you've experienced, we have credited your account with $10 for any future purchases. We hope this gesture demonstrates our commitment to your satisfaction.
  

  Thank you for bringing these issues to our attention. We are taking steps to ensure better communication and service in the future. We value your business and hope to serve you better moving forward.
  

  Warm regards,
  BOLD Customer Support

  Customer response

  01/12/2024

  Complaint: 21135330
  
  I am rejecting this response because:

  I don't need to spend even more money with this company which is all that was offered. By their own admission, their system promised me a ship date that couldn't be fulfilled. Had it shown me the correct ship date in advance, I never would have placed the order since I needed this by a certain date. The comment about it also not being expedited freight is very misleading at the very least. They charged $9 for standard shipping and an extra $10 for *** that wasn't expedited and took longer than shipping it via ***** Not sure why anyone would pay more for a slower service. The only acceptable outcome would be a credit for my entire order, especially since they received my email about canceling the order before they shipped it and decided to ship it instead.

  
  Regards,
  
  *********************

  

  Business response

  01/17/2024

  Dear ****,
  
  Thank you for your continued communication regarding complaint ********. We understand that you are seeking a full credit for your order and have concerns about the shipping process.
  
  Regarding our shipping options, many customers prefer to use *** or ***** due to their reputation for security and reliability. It's a matter of personal preference, and offering these options is part of our commitment to providing a range of choices to our customers. It's important to clarify that choosing *** or ***** does not imply expedited shipping. The additional cost associated with these services is for their enhanced security and reliability, not speed.
  
  We would like to reiterate that our policy, as agreed upon at the time of purchase, does not allow for a full refund once the items are delivered. This policy ensures fairness and consistency for all our customers. However, we understand your situation and are committed to working towards a satisfactory resolution.
  
  If you are not satisfied with the items you have received, you are welcome to return them. Please contact ******************************** for assistance with the return process, following our terms and conditions.
  
  We value your feedback and take it seriously, as it helps us in our ongoing effort to improve our services. Our aim is always to ensure customer satisfaction within the framework of our policies.
  
  Thank you for bringing these issues to our attention. We hope to resolve this matter to your satisfaction.
  
  Sincerely,
  
  BOLD Customer Support

  Customer response

  01/18/2024

  Complaint: 21135330
  
  I am rejecting this response because:

  The ship date promised was 12/26-12/28 which would have worked for when I needed it. Had I known it wouldn't have shipped until January, I never would've placed the order. Since no credit is willing to be provided, the complaint might as well be closed, I'll just order from a different company going forward.

  Regards,
  
  *********************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered three 2023 ************* 1/10th American Gold Eagle coins (legal US tender) via the company's website (www.boldpreciousmetals.com) on 10/19/23 and shipped payment (a paper check via US postal mail) as per the instructions provided. A week later (10/25) i received an email confirmation of payment receipt and expected shipment date (11/1/23). On 11/2, I called the customer service phone number due to not receiving any emails (no shipping information or general updates). In addition, I was unable to login to their website also (even after trying multiple password resets). Their customer service stated that they would investigate further and provide an update (call or email). No communication was received from BoldPM. I again called customer service (on 11/6) and was then told that the product was being sent from their offsite storage facility and would be shipped as soon as possible, but an update communication would be sent. Because i again did not hear from BoldPM, I called customer svc on 11/8, this time being told that it would ship by 11/9 or 11/10 at the latest. After waiting until almost COB on 11/9 and not receiving any update from BoldPM, I again called their customer svc and was told this time that the US Mint was delayed in their delivery and that it was expected to arrive the end of next week (11/17). I requested information about a refund but was told that it would be sometime next week and no details about the method of the refund could be provided. Only a recommendation for a "store credit". i did not shout, curse or demean the cust svc representative in any way. I only desire a resolution, either a refund or the items purchased (in a timely manner).

  

  Business response

  11/10/2023

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delay in shipping your order and any inconvenience this has caused.
  

  To clarify, your payment was received on October 26th, but due to banking processes, funds take 5 business days to clear, which was by November 3rd in this case. Additionally, your order was placed during a high-demand sales event, leading to an unexpected sell-through of our stock. This necessitated a restock from our depository, which has slightly delayed shipping times.
  

  We understand that waiting longer than anticipated can be frustrating. The good news is that the needed items have been dispatched from our depository and are expected to arrive at our fulfillment center by Monday. Consequently, your order is projected to be approximately one week late.
  

  We value your business and are committed to ensuring your satisfaction. As such, if you prefer to receive a full refund instead of waiting for your order, we are more than willing to process this for you immediately. Again, we apologize for this situation and appreciate your understanding as we work to fulfill your order as quickly as possible.

  Customer response

  11/11/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed order #****** on 07/29/2023 for a number of silver coins from this business.Multiple coins were damaged or defective, and they also sent an incorrect one. I contacted them for an exchange, and after weeks of waiting I received the exchange shipment on September 14th.There are issues with 3 of the coins in the exchange shipment. - The American Silver Eagle I was sent is an incorrect type-2 version instead of the type-1 version depicted on the site.- ******* Anniversary Coin I was sent has a defective mint strike that makes the surface not reverse frosted as advertised.- The Coronation Britannia is missing from the exchange shipment.When we agreed on the exchange, they promised that they'd "send [me] the correct type 1 American Silver Eagle," as well as that the replacement *** Anniversary Coin would be "meticulously inspected for any flaws before being shipped." Neither of these things happened. And for the Coronation Britannia, I was told they'd "inspect the replacement coin for any spotting issues before sending it out." But as mentioned, they didn't even send me one in the exchange shipment.I sent them an email on September 14th about these issues. At first they apologized, but have since ignored every single email I have sent since and have not resolved the problem in over two weeks. I told them I would be filing a BBB complaint if they did not respond, so here we are. I am very disappointed they have decided to ignore this issue.To resolve this, I would very much like the *****1 American Silver Eagle I payed for to be sent to me. For the Coronation Britannia, as much as I would like the actual coin I purchased from them, if that is out of stock I would compromise and accept a normal QUEEN 2023 Britannia if they can please check that it isn't milk-spotted.For the *** Anniversary Coin, I am not confident they can send me a non-defective coin, so I think its a better use of everybody's time to return it for a full refund.

  

  Business response

  10/02/2023

  ***********************,
  

  Thank you for voicing your concerns, and we sincerely apologize for any inconvenience you have experienced. We prioritize your feedback and are committed to addressing and resolving all highlighted issues promptly and adequately.
  

  First and foremost, we want to inform you that a return label had been sent to your email a few weeks ago to facilitate any necessary returns. If you havent located it, we recommend checking your SPAM folder as it *** have been redirected there. We understand and respect the significance of clarity and accuracy in product listings and deeply regret any misunderstandings or discrepancies that *** have occurred. Our customer support team will connect with you shortly to explore a resolution that is harmonious with our policies and assures your contentment.
  

  To elaborate further, coins like the *** Anniversary coin that we supply are Brilliant Uncirculated and are delivered to us directly from the mints, encased in mint-issued capsules, preserving their untouched and original state. We do not grade or specify the type of coins in our listings; for instance, the American Silver Eagle is listed as a Random Silver American Eagle, meaning it can either be a Type 1 or Type 2 coin. Consequently, the coins you receive are in their mint state condition, as we receive them. If you seek coins of superior condition or grading, you might consider purchasing graded coins at a higher price. Please note, BOLD does not grade coins, and we do not cherry-pick our products; if you wish to acquire graded coins, they will need to be sourced differently.
  

  We deeply value your business and are steadfast in our commitment to rebuilding your trust by delivering premium service and resolving any residual concerns you *** have. Should you have any further questions or concerns, please do not hesitate to contact our customer support team directly.
  

  Kind Regards,
  BOLD Customer Support

  Customer response

  10/02/2023

  Complaint: 20677524
  
  I am rejecting this response because:
  

  The business has NOT sent me a return label to exchange these coins, I have been checking my spam constantly and they have not sent me anything. The day I submitted this BBB complaint they literally closed my ticket with them.

  *** Coin: This is not an issue of grading whatsoever, it is that the coin is advertised as reverse-frosted, and is a very high premium coin, and what they sent me does not match that description. A coin is not reverse-frosted if it has a large amount of matte defects in the middle of devices that should be mirror. Not to mention, I was promised that I would be sent a coin without these issues and the business themselves acknowledged the problem.

  American Silver Eagle: First, the business acknowledged that I should have been sent a type-1 ASE anyways. On the website listing, it says random date, but it also specifically describes the coin as having the heraldic eagle reverse, and only the heraldic eagle reverse is pictured. Which is what the Type-1 is. They do not get to backtrack on this as it is plain as day and they acknowledged it themselves.

  Missing Coronation Britannia: They don't even mention this in there response.

  I have sent them another email reply following up on the issue, and have yet to get a response.

  I have done everything, all they need to do is actually respond. Either their system is broken (which is a very big assumption) or they are outright ignoring the problem. Very frustrating.

  Regards,
  
  ***********************

  

  Business response

  10/04/2023

  *****,
  
  I just confirmed with our Customer Support team and they said that they had talked with you on Monday and that they are sending you a return label and are currently working with you to resolve this issue in its entirety.  If this is not the case, please let us know so that we can follow up with our team.
  
  Best regards.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 7/30/23 I placed 2 orders with this company for the first time. Both orders were shown online and in the email order confirmation to be shipped by 8/01/23. One order (******) was shipped out promptly and the other order (******) was never shipped at all. I paid $555.00 for each order. Order ****** was for 20 1oz Golden State Mint Eagle Silver Rounds. At time of order placement the website noted over **** of these in stock. I have contacted the company via their website and email and have gotten no response back. I even called the number provided and got a call center in ***************! I was told that my order would be shipped out today but I have no confidence in that at all after reading the other issues people are having with this company which seem to be the same as what I am experiencing. If my order cannot be shipped out promptly as promised I would prefer to receive a refund of this order. This is not a good impression or experience with this company as a first time purchase.

  

  Business response

  08/04/2023

  Thank you for reaching out and sharing your concerns.

  I'm very sorry to hear about the inconvenience you've experienced with your order and the delay in its delivery. At BOLD, we strive to ensure clear communication and prompt delivery of orders, and I apologize that your experience was not up to our usual standards.
  

  I would like to provide you with an update regarding your order #******. I can confirm that it was shipped out today with the tracking number #**********************. As per our current shipping schedule, it should likely reach you by Monday or Tuesday. I apologize for the delay and any confusion caused; we strive to maintain accurate inventory status on our website.
  

  The item you ordered was marked as 'In Stock' on our website based on an anticipated delivery verified by a tracking number that was provided to us from the mint. Unfortunately, the shipment was delayed and only arrived yesterday, rather than on August 1st as initially expected. We are working diligently to prevent such inconsistencies in the future and improve the transparency of our process.
  

  We also sincerely apologize for the lack of response to your previous attempts to reach out. We take great pride in our customer support team who, although working remotely, are closely connected with all our departments and work tirelessly to ensure our customers receive the best service possible. I'm sorry that this commitment to excellent customer service was not reflected in your experience, and we're taking immediate steps to rectify this.
  

  Lastly, I want to express our deep appreciation for your candid feedback. We value all our customers and their feedback, regardless of their experience, and do not tolerate any form of disrespectful behavior. I'm saddened to hear that your interactions with our customer service team did not reflect the respect and politeness we strive to maintain. We take all feedback very seriously and will address this issue internally.
  

  Please be assured that our team is always here to assist you. If your order does not reach you as anticipated, or if you have any other concerns, do not hesitate to reach out to us. We will ensure that your concerns are handled promptly and professionally. Once again, we are truly sorry for the inconvenience caused and thank you for your understanding and patience.
  

  Best regards,

  BOLD Management

  Customer response

  08/08/2023

  Complaint: 20423175
  
  I am rejecting this response because: While I appreciate the response from the business I am very dissatisfied with my whole experience with this company. The first order that I did receive that was shipped out in a timely manner arrived with VERY harsh and sharp edges on the coins. To the point that they could cut you if you were not careful handling them. I have many silver rounds and none I have bought or received have EVER had any sharp jagged edges on the coins as these have. There was nothing on the website to indicate what the quality of the shipped coins would be. The return policy is definitely NOT in the favor of the buyer at all. I would suffer a loss to return these terrible quality coins while I am suffering a huge loss by keeping them because of the harsh jagged edges on them! Someone had to pack these coins into the tubes and know full well about how dangerously SHARP and jagged the edges were. There is NO way to NOT know it! They had to be counted prior to shipment so someone knew the quality of these coins were very poor!

  Secondly I am still waiting to receive the other order that I originally wrote this complaint about. Maybe they will arrive tomorrow but after receiving the ************************* in the terrible quality that I did, I certainly do not have any confidence that these coins will be received in good quality. We will see but I will most definitely NOT be placing any future orders with this company again in the future! This has turned out to be an "AWFUL" first time customer experience for me with Bold **********************!
  
  Regards,
  
  *************************

  

  Business response

  08/09/2023

  *************************,
  

  Thank you for sharing your continued concerns, and I apologize that you remain dissatisfied with your experience with Bold Metals. I would like to address your concerns individually to ensure clarity and understanding.
  

  Quality of the Rounds: The coins you received are sourced directly from the mint and are not second-hand products. The quality described as "Mint Condition" reflects the condition they were received in from the mint itself. We do not task our packagers with inspecting each coin for acceptable quality, as we rely on the reputation and standards of the mint.
  

  Sharp Edges: I understand your concern about the sharp edges, and it's alarming to hear that they could pose a risk. We haven't encountered this issue before, so we take your feedback very seriously. We would like to investigate this matter further and will require additional information. Please provide images or any other relevant details so that we can properly address this with the mint.
  

  Return Policy: Our return policy adheres to the Terms & Conditions that were agreed to at the time of placing the order. Unfortunately, the silver spot has decreased nearly 10% since this order was placed, and BOLD doesn't make a profit on this fluctuation as our hedge is locked in at the time an order is placed. A refund or return would have to follow these agreed Terms & Conditions.
  

  Second Order: We remain committed to ensuring that your second order arrives as expected. The tracking number provided previously should give you real-time updates on the shipping status. We sincerely hope that this order will meet your expectations, but please do inform us immediately if there are any issues.
  

  Future Business: While we are disheartened to learn that you will not be shopping with us in the future, we respect your decision and thank you for giving us the opportunity to address your concerns. Your feedback helps us recognize areas where we may improve, and we are committed to learning from this experience.
  

  Your dissatisfaction is certainly not something we take lightly, and I assure you that your concerns are being taken seriously. We are here to support you and are willing to work with you to find a resolution that aligns with the terms you agreed to when making the purchase.
  

  Please don't hesitate to reach out with any further questions or concerns. We truly value your feedback, and I apologize once again for not meeting your expectations.
  

  Best regards,
  BOLD Management

  Customer response

  08/11/2023

  Complaint: 20423175
  
  I am rejecting this response because:

  In request to the business, I have added 5 photos to show proof of the sharp burred/jagged edges on these coins. I have 8 photos to show but was only allowed to add 5 here. There are more photos showing the poor quality of the coins but I didn't have a place to upload them to this complaint. I know about finning of the reeding of the coins but this is not on the **** side but on the edges (ie: top and bottom of the reeds themselves) where they meet at the coin top and bottom. Although there are some very rough edges on the lateral sides of the coins as well due to the poor quality of the way they were minted. The sharp burred edges are on EVERY coin! All 20 of them.

  And to clarify, I meant that someone had to know the quality of how badly minted these coins were (sharpness) because someone had to literally count and insert these coins into their tube. Whether that was someone from Silvertowne mint or at Bold Metals, someone physically had to inspect and handle these coins BEFORE inserting them into the tubes. There is no way possible to touch/handle these coins WITHOUT noticing the sharp burred edges on every coin. I wish I lived much closer to Bold Metals because I would return them to you in person for you to inspect YOURSELF and ask you if this is something that you would purchase personally? I am pretty sure that you would say no, that would not be acceptable.

  Regardless I am pretty sure that in spite of providing some photos, (which was VERY difficult to show/prove this issue in a picture) that this will be causally dismissed as a finning issue. Well I can tell you that I have ordered from other companies and mints directly and have never received anything like these coins. I even wrote a review for these coins on your website and it was not a favorable review but the review was NOT posted. I guess you only allow or post positive reviews instead of the ones that are true and honest depictions of what the consumer receives. 

  The GSM Eagle coins were received in excellent condition without any issue. Only these ****** coins were in poor condition with the very sharp burred edges on EVERY single coin. I know that sometimes there might be one or two that could have finning issues but it is not common to have an entire tube of 20 have the same issue on every coin. I might could accept a couple of them being this way but the fact that all 20 of them are like this is a total lack of quality control somewhere down the line! I cant see anyone being pleased with this type of quality issue on their silver coins.
  
  Regards,
  
  *************************

  

  Business response

  08/11/2023

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

  Thank you for your detailed response, and I genuinely appreciate the time you've taken to share the photos illustrating the issues you've encountered with the ****** coins. We have reviewed the images you provided and take your concerns seriously.
  

  Origin of the Rounds: I would like to emphasize that the coins you received come directly from the mint to us in sealed tubes. These rounds are typically put into tubes by machines at the mint, so human interaction with each coin is minimal. This ensures that we're providing our customers with the product directly as it comes from the mint.
  

  Accepting the Return: Understanding the depth of your dissatisfaction, BOLD management has decided to make a special exception in this case. Though it goes against our previously stated Terms & Conditions, we will accept the return of the ****** coins for a full refund. Please contact our Customer Support team at ******************************** to initiate this process.
  

  Feedback & Reviews: We believe in maintaining transparency with our customers. Your feedback regarding the reviews on our website is noted. We aim to reflect both positive and negative reviews, ensuring that they provide an accurate representation of our customers' experiences. It is not our practice to filter out negative feedback, and we will investigate why your review was not displayed.
  

  Future Business: While we always strive to make our customers' experiences as positive as possible, given the nature of our interactions, we would advise you against future business transactions. We believe it is in the best interest for both parties.
  

  I sincerely apologize for the inconvenience and disappointment you've experienced. Our primary objective is ensuring our customers are satisfied with the products they receive, and in this instance, we fell short. I hope the solution offered addresses your concerns appropriately.
  

  Warm regards,
  BOLD Management

  Customer response

  08/18/2023

  Complaint: 20423175
  
  I am rejecting this response because:
  In regards to the last response from ***********************, Quote: "Origin of the Rounds: I would like to emphasize that the coins you received come directly from the mint to us in sealed tubes. These rounds are typically put into tubes by machines at the mint, so human interaction with each coin is minimal. This ensures that we're providing our customers with the product directly as it comes from the mint." 

  My response: I would be under the impression that any company that sells a product from manufactured by a different company than itself would inspect the products that they are advertising for sale to ensure that they are of acceptable quality BEFORE shipping them to the customer. 

  Accepting the Return: Understanding the depth of your dissatisfaction, BOLD management has decided to make a special exception in this case. Though it goes against our previously stated Terms & Conditions, we will accept the return of the ****** coins for a full refund. Please contact our Customer Support team at ******************************** to initiate this process.

  My response: I did contact you via the email address that you supplied here in this complaint along with some questions and my ticket was NEVER answered.. All I ever received 4 days ago was this from you: Your request (*****) has been received and is being reviewed by our support staff.

  I had 2 simple questions that were accompanied by this email. How long would it take for you once receiving back the return to refund me back my money? And would I receive back the total amount that I paid of $555.00?

  Feedback & Reviews: We believe in maintaining transparency with our customers. Your feedback regarding the reviews on our website is noted. We aim to reflect both positive and negative reviews, ensuring that they provide an accurate representation of our customers' experiences. It is not our practice to filter out negative feedback, and we will investigate why your review was not displayed.
  

  My response: Considering that my review is STILL NOT POSTED on your item page regarding this coin, I can only say that you are not being truthful regarding this statement. It is blatantly obvious that you do filter reviews and do not allow negative ones to be posted. I left the review about a week or so ago. Added photo to show it was never posted even to todays date of 8/18/23.. 

  Future Business: While we always strive to make our customers' experiences as positive as possible, given the nature of our interactions, we would advise you against future business transactions. We believe it is in the best interest for both parties.

  My response: I really appreciate you making me feel like I am the bad guy here whenever all I did was trust your company as a first time customer to ship me a quality product. The day these arrived my husband took them out to inspect them he mentioned that they were very sharp and the quality was not good. I couldn't believe how bad they were until I handled them myself. It was very hard to capture this in the pictures. You can really only truly experience something like this by touching and feeling the coins in person. But that is totally fine with me if you do not want me to shop with you again in the future. I didn't ask for this to happen to me and it was NEVER something that I expected would happen because I have ordered silver bullion/coins online many times from other companies before WITHOUT any issues like this! 

  
  Regards,
  
  *************************

  

  Business response

  08/18/2023

  *************************,
  

  I sincerely apologize for the oversight regarding your email. Upon further investigation, we discovered that your initial email was not promptly received by our team. However, we have since located it, and our team is currently preparing a return label for your items. You should expect to receive this shortly via email.
  

  Once we receive the returned items and verify their content, we will be issuing you a full refund. We deeply regret the inconvenience this has caused you, and we appreciate your patience and understanding during this process.
  

  If you have any further questions or concerns, please do not hesitate to reach out. Your satisfaction is our top priority.
  

  Warm regards,
  Customer Service Manager

  Customer response

  08/23/2023

  Complaint: 20423175
  
  I am rejecting this response because: I appreciate the response and the shipping label provided by the company but in an effort to protect this investment during the return shipping process I have chosen to use my own "insured" return shipping label due to the nature of the contents. The package was given to *** this morning and should be there with you tomorrow. Here are the details of the return shipping for your records. We will keep this case open until the return has been inspected by your company and the refund has been successfully processed. Once this process has been completed I will close out the case as accepted. Thanks for your understanding and communication in this situation. Here are the return shipping details for your records: 

  *** Next Day Air Saver
  Estimated Delivery Thursday August 24, 2023, by 7:00 P.M
  (Shipped 8/23/23) Tracking Number: 1Z2C17JT1300026416
  *******************************************************************
  
   

  Regards,
  
  *************************

  

  Business response

  08/24/2023

  *************************,
  

  Thank you for your detailed response and for providing the specifics regarding your return shipment.
  

  I want to emphasize that the return label we provided to you also came with full insurance coverage. At BOLD, we prioritize the safety and security of our customers' goods. Every single order and return we process, without exception, is fully insured through our 3rd ***** Insurance provider affiliated with **** known as *** Parcel Pro. Our intention is to ensure that every package is safeguarded against any unforeseen incidents during transit.
  

  However, we understand and respect your decision to acquire additional insurance on your own for extra peace of mind, given the valuable nature of the contents. It's always commendable when our customers take extra precautions to protect their investments.
  

  We've recorded the shipping details you've provided and will be closely monitoring its journey to ensure it arrives at our facility as scheduled. Once we receive and inspect the returned item, we will proceed with processing your refund swiftly.
  

  We are committed to ensuring that this process is seamless for you. Should you have any further questions or require additional clarifications, please don't hesitate to reach out. Your peace of mind and satisfaction are of paramount importance to us.
  

  Warm regards,

  BOLD Customer Support

  Customer response

  08/24/2023

  Complaint: 20423175
  
  I am rejecting this response because:

  We are still working through this case via open communication to get to a resolution. My reply is as follows..

  **Thank you **** for the information and your response. 

  Quote: "I want to emphasize that the return label we provided to you also came with full insurance coverage. At BOLD, we prioritize the safety and security of our customers' goods. Every single order and return we process, without exception, is fully insured through our 3rd ***** Insurance provider affiliated with **** known as *** Parcel Pro. Our intention is to ensure that every package is safeguarded against any unforeseen incidents during transit."
  

  **Knowing that you insure both outgoing (orders) and incoming (returns) via an affiliated "***" provider is good to know, however I received a return shipping label for ************* ************** ****** Priority Mail for my return and there was no way for me to know that it would be insured upon return. And there was nothing on the label to indicate that insurance was included. That could be something that is not shown on your label or indicated. However due to the nature of the contents and the fact that I wanted to make certain that the package would not only arrive quickly but most importantly be transferred to multiple shipping facilities as least as possible. I honestly didn't mind paying for overnight shipping and insurance as it gave me peace of mind knowing that the contents of my package would be protected from loss or theft and ensure the package arrival.
  
  Quote: "However, we understand and respect your decision to acquire additional insurance on your own for extra peace of mind, given the valuable nature of the contents. It's always commendable when our customers take extra precautions to protect their investments."

  
  **Thank you so much!

  
  
  Quote: "Once we receive and inspect the returned item, we will proceed with processing your refund swiftly."

  
  **The item was delivered back to you today Thursday, August 24 2023 at 1:44 P.M and received by "*****". I have included a screenshot of this for reference. I did include a note inside the package along with a copy of the **** shipping label I was sent that included the *** number on it. The *** number was also included on the *** shipping label on the outside of the package as well.  

  
  Again, we will keep this case open until the return has been inspected by your company and the refund has been successfully processed. Once this process has been completed I will gladly close out the case as accepted. Thanks for your understanding and your communication with me as we work through this process together. 
  
  Regards,
  
  *************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 8, 2023 I made a $212 order (******) for silver coins and coin capsules to contain some of the coins. I received my order and immediately noticed a mistake in one of the capsule items. All of the silver coins were fine. I ordered 5 of the X6D capsules for 2oz coins. Instead they sent me 5 capsules for 1oz coins. Seems like an honest mistake with a cost of around $11. I notified them by e-mail and they wanted pictures of the mistaken items. It seemed like a lot of hassle for $11, but maybe fair since I said it was their error. I sent about 5 pics with all you would need to notice the problem at once. The e-mail I received back was pure nonsense. They said the X6D capsules were for 1oz coins and not described correctly on the website. They gave me a return shipping label and said I would get a credit to then buy the correct capsules from them. I wrote to them again including info from the capsule manufacturer that the X6D is indeed for 2oz coins. What they wanted me to do was send them back the 5 incorrect capsules, then order the exact same thing all over again, plus charging me about $8.50 in shipping charges. I included in my e-mail that I wanted to speak with a manager and was considering a BBB complaint. No response. I called and left a message to speak to a manager. No return call. Clearly their "help desk" had no intention of helping at all. The simple and professional answer I was looking for was, "Sir, sorry about the mistake. We're shipping you correct capsules out right away and here is a return shipping label for the others. Just send them back when you can." For me, at least, dealing with a precious metals seller is like dealing with a bank or ******************* is most important. To make matters worse, I live fairly close to this seller and was looking to do more business with them in the future. ****** learned- if they can't handle a smaller order properly, don't give them a bigger one. Show respect to the customer.

  

  Business response

  07/31/2023

  Dear ***************************,
  
  We have received your complaint registered with the Better Business Bureau (BBB) and we sincerely regret any inconvenience you experienced regarding your order (******). At BOLD Precious Metals, our customers' satisfaction is a top priority and we strive to ensure every interaction is smooth and hassle-free.
  
  We sincerely apologize for the mixup with your order. Upon inspection of the pictures you provided, it seems the capsules you received are the Air Tite Model I, instead of the Model X that you ordered. We appreciate your assistance in bringing this to our attention and for providing the pictures to clarify the error.
  
  Please know that we are committed to rectifying this error promptly. We will be shipping out the correct Model X capsules right away, at no additional cost to you. Please accept the incorrect Model I capsules as a token of our apologies for this mixup.
  
  We acknowledge that our communication throughout this process may not have met your expectations. We aim to establish clear, helpful, and respectful dialogues with our customers, and it was never our intent to make anyone feel unheard or unattended to.
  
  In response to this situation, we are conducting a thorough review of our Customer Support and ********************* to identify where the breakdowns may have occurred. Rest assured, we are committed to improving our processes and will be implementing new procedures to prevent such confusion in the future.
  
  Our Customer Support Manager will reach out to you personally to ensure this matter is resolved to your satisfaction, and to prevent any future misunderstandings.
  
  Your trust in our company is of utmost importance to us. We acknowledge that in this instance, we did not live up to the standards we set for ourselves, and for that, we sincerely apologize. We assure you that your feedback is highly valuable to us, and will be taken into account as we strive to improve our customer service and overall customer experience.
  
  Thank you for your patience and understanding in this matter, as well as for bringing this to our attention. We appreciate your feedback and are committed to making things right.
  
  Sincerely,
  
  BOLD Management

  Customer response

  08/05/2023

  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.  I received the replacement capsules on Aug 4 and everything is in order.  I had sent out the incorrect capsules this past Monday 31 July, with the return shipping label that was emailed to me from their help desk.   Also received a kind note with the replacement capsules.  It seems the business is still working on extra training for some sections and will work out the problems.  If the help desk fixes the way they resolve issues, everything will be fine and I would like to remain a customer.  They offered to let me keep the mistaken capsules, but since I sent them back already, they can offer me something different.  I'm looking to purchase a single silver coin (new ******* music legends- the police) when they have it in stock and free shipping for a single coin would work well.  I often look for reduced shipping for single coin purchases, but few coin dealers have this.  
  
  Regards,
  
  ***************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a roll of 20 Silver Buffalo Rounds on 3/21/23. **** stated the estimated ship date was 3/30/23. Once the 30th of March came and my order didn't ship, the estimated ship date was pushed back to 4/14/23. I spoke with a live chat agent on 4/13 and they told me the order would be shipped by the end of the day on 4/14/23. That didn't happen and now my estimated ship date says 5/23/23. I have not had this issue with other companies and the customer service apparently keeps lying about the shipping dates. Very dissatisfied. I would like what I ordered.

  

  Business response

  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

  Customer response

  04/22/2023

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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,

*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. ↩