American Precious Metals Exchange

Initial Business Response /* (1000, 8, 2015/06/23) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@apmex.com
Our normal return period for any purchase is 14 days. Normally within this time period customers can determine whether or not...

they are happy with their purchase and chain of custody can be relatively maintained to ensure the item purchased is the one being returned. The request to return this item approximately 9 months after purchase is not something we have honored.

Since the specific issue is related to the grading of a particular coin, we have checked with the product manager for the item to assist with the concern this long after purchase. Since we do not have a similar coin to offer in trade, he was fine accepting the return of the unsatisfactory coin for a refund. As such, we will allow the exception to our return policy.
We will be reaching out to the customer separately to make arrangements to receive the coin from him and issue a refund. We apologize for any frustration or inconvenience this has caused. We do not object at all to customers sending their purchases out to be graded by recognized resources. We just ask that they do it soon after purchase to maintain a reasonable chain of custody should a return be desired.

These items were mistakenly listed on eBay at approximately $320ea while their actual value is nearly $2,000ea. Customer did placed two separate orders via eBay for five of the item totaling $1606.9 when actual total cost of purchases should have been close to $10,000. In line with our posted terms...

and conditions we elected to cancel both orders and issue a full refund. Customer then requested to be allowed to purchase one of the items at the typographical price for which we for the same reasoning the orders were cancelled could not fulfill. We have been clear in our communication that we are not in the position to fulfill this request and the customer was notified as such through eBay before this complaint was filed. Again we apologize for any inconvenience. As stated in our terms and conditions on eBay: Pricing or Typographical Errors We work hard to provide accurate Product and pricing information to you. However, pricing or typographical errors may occur. In the event that an item is listed at an incorrect list price or with incorrect information due to an error in pricing or Product information, APMEX shall have the right, in its sole discretion, to refuse or cancel any eBay Orders placed by you for that item. We will either contact you for instructions or cancel your eBay Order and notify you of such cancellation. Prices and availability are subject to change without notice. http://stores.ebay.com/APMEX/Terms-and-Conditions.html

Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@apmex.com
On July 13, 2015, we became aware of Mr. [redacted]'s complaint of receiving only one of the two 10 oz silver bars he purchased....

That same day, we started an investigation to discover why only one bar was received. In all cases of reported loss, we start an investigation to determine what happened and reship or refund the order as appropriate per the results of the investigation.
We confirmed via internal video recording that two bars were packaged for shipment. We mailed a requested copy of the video to him on July 17, 2015. Please know that virtually everything that happens in our vaults, including the entire fulfillment process, is captured on camera. Additionally, all employees entering or leaving the area are required to pass through highly sensitive metal detecting equipment. APMEX has significant measures in place to protect itself and our customers from employee theft.
Since two bars were shipped, our investigation turned toward the delivery of the package. We rely on customers to take photographs of the shipping carton so we can see potential damage, abuse or other conditions indicating entry prior to delivery. We may also ask them to file a police report as an official record of loss since the item might have been stolen. We asked Mr. [redacted] for photos and a police report on July 21st. We received no response to this request and did not hear from him again until receipt of this complaint.
Ceasing to communicate with us rendered our investigation incomplete, which is why we have not shipped his replacement. Only receipt of documentation that can satisfactorily explain this loss will allow us to approve shipping a replacement. This is our standard protocol, so we are not requesting anything from Mr. [redacted] that we haven't requested from other customers in the same unfortunate circumstance. We respectfully request that he assist us with our investigation to determine the source of his loss if he wishes to receive a replacement.

Complaint: [redacted]
I am rejecting this response because:Yes will wait for the investigation to be done by Apmex and UPS.The video shows Apmex personnel packing 7 items to a box not completely sealing it , the 5 items could have been removed later.Sponge packing shows marking for a coin and other , nothing else.The delay in opening package was due to the owner of paid items was traveling we have boarding pass and tickets to proof that.Definitely and honestly one of the party Apmex or UPS is responsible for this loss and we pray that truth be revealed.God bless & Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@apmex.com
My claims person came to discuss this issue with me a couple of hours ago to determine next steps. The next step being to...

reship or refund you for the product you paid for but did not receive. We sincerely apologize if you felt we were non-responsive to your loss.
We had the correct address for the shipment with apartment 129. Apartment 12 was a typo in an e-mail correspondence from my team. I apologize for the miscommunication.
We learned your apartment office does not sign for USPS packages. Were able to confirm with your apartment complex today that they will sign for packages shipped via UPS, so we will be reshipping your order that way. You will soon receive paperwork to sign that will allow us to complete our investigation of the loss and reship your order.
We sincerely apologize for how long this investigation has taken and hope that you are pleased by the outcome now that it is complete.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am in the process of mailing back my purchase today.  Please keep this case open until I receive the refund check in full purchase amount. 
Sincerely,
[redacted]