On 12/16/2014, the customer placed an order, including an item marked as DELAYED on our website:"Delayed Delivery ozSilver MaplesWe are estimating 2-weeks for deliveryPending Royal Canadian Mint action."There is also a notice on every page of our website, warning of general fulfillment delays:"Due to a surge in market activity and manufacturer/mint delays, please anticipate possible fulfillment delays."We sent a partial shipment of the order on 1/14/(upgraded delivery method), delivered on 1/16/2015, [redacted] The remainder of his order was shipped on 1/15/(upgraded delivery method), with a scheduled delivery date of 1/20/2015, [redacted]
This is the second order (out of total for this customer) where we were threatened with credit card chargeback because of dissatisfaction with the speed of shipment For his previous complaint, he ordered an item marked as Delayed/Pre-Sale on our website, complained that the order didn't ship quickly, then expected other items in the order to be shipped separately at no charge When informed that this was not the policy for the situation, he demanded a refund if we didn't agree to ship the other items immediately for free We canceled the order and refunded his credit card, without charging the default/market loss fees outlined in our Terms of Service that all customers agree to, via a series of checkboxes on the order screen, when they place an order.After this latest complaint, it was decided that the best way to handle the situation was to again cancel the order and issue a refund to the credit card Again, we did not assess the default/market loss fees Since it is obvious that our service is not compatible with the customer's requirements and expectations, we also closed the account and advised him not to try to bypass our policies by opening a new account
We sent a partial shipment on 2/16/(UPS [redacted] and [redacted] ) and another on 2/19/(UPS [redacted] ); both have been delivered The remaining items were shipped on 2/27/ The tracking information fore the last package will be available on Monday 3/2/ We apologize for the delay
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 Regards, [redacted] ***
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 Regards
Complaint: [redacted] I am rejecting this response because:Their reply to Revdex.com was significantly different from that which I received - I will attach a copy.They provided a response to my previous query asking for a more definitive date by which they would ship my item I'm sure this new response had more to do with Revdex.com's getting involved The response I received was a terse (rude?) email cancelling my order - saying they would refund my charge - closing my account --- and THREATENING a "fraud" if I tried to open another account.This is NOT how a company in "good" standing treats a customer.This order was a SECOND chance for Bullion Direct.So, I would have preferred to have my product as ordered, but the current status is acceptable No THIRD chances.I now have to find a more reliable vendor and replace this order at a higher cost [item has gone up in value]; I'm sure this had no influence on their decision I would also advise that they look up the definition of "fraud" Regards, [redacted]
Your order is expected to ship next week (we will have a better idea by Monday whether it will be earlier in the week or later) With that said, we will try to send at least a partial shipment by Friday
Complaint: [redacted] I am rejecting this response because: The response was not what I requested which was a full refund, instead they fulfilled the orderHowever from this point I'm fairly confident that the refund process would be just as frustrating and handled just as poorly as the original order fulfillmentSo I will leave things as they are and use social media for any further commentsAlso from the Revdex.com's perspective if you check this business's home page you will find a Revdex.com A+ rating shown which mis-led myself Regards, [redacted]
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 Regards, [redacted]
On 12/16/2014, the customer placed an order, including an item marked as DELAYED on our website:"Delayed Delivery ozSilver MaplesWe are estimating 2-weeks for deliveryPending Royal Canadian Mint action."There is also a notice on every page of our website, warning of general fulfillment delays:"Due to a surge in market activity and manufacturer/mint delays, please anticipate possible fulfillment delays."We sent a partial shipment of the order on 1/14/(upgraded delivery method), delivered on 1/16/2015, [redacted] The remainder of his order was shipped on 1/15/(upgraded delivery method), with a scheduled delivery date of 1/20/2015, [redacted]
Order was shipped on 4/13/2015, UPS [redacted]
The order was shipped on 4/18/2015, UPS [redacted]
This is the second order (out of total for this customer) where we were threatened with credit card chargeback because of dissatisfaction with the speed of shipment For his previous complaint, he ordered an item marked as Delayed/Pre-Sale on our website, complained that the order didn't ship quickly, then expected other items in the order to be shipped separately at no charge When informed that this was not the policy for the situation, he demanded a refund if we didn't agree to ship the other items immediately for free We canceled the order and refunded his credit card, without charging the default/market loss fees outlined in our Terms of Service that all customers agree to, via a series of checkboxes on the order screen, when they place an order.After this latest complaint, it was decided that the best way to handle the situation was to again cancel the order and issue a refund to the credit card Again, we did not assess the default/market loss fees Since it is obvious that our service is not compatible with the customer's requirements and expectations, we also closed the account and advised him not to try to bypass our policies by opening a new account
We sent a partial shipment on 2/16/(UPS [redacted] and [redacted] ) and another on 2/19/(UPS [redacted] ); both have been delivered The remaining items were shipped on 2/27/ The tracking information fore the last package will be available on Monday 3/2/ We apologize for the delay
Revdex.com: This is in reference to complaint ID [redacted] , I find that this resolution is satisfactory to me Regards, [redacted]
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 Regards, [redacted] ***
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 Regards
The order was shipped on 1/27/2015, UPS [redacted]
We sincerely apologize for the delay in shipping The order was shipped on 2/17/2015, [redacted]
Complaint: [redacted] I am rejecting this response because:Their reply to Revdex.com was significantly different from that which I received - I will attach a copy.They provided a response to my previous query asking for a more definitive date by which they would ship my item I'm sure this new response had more to do with Revdex.com's getting involved The response I received was a terse (rude?) email cancelling my order - saying they would refund my charge - closing my account --- and THREATENING a "fraud" if I tried to open another account.This is NOT how a company in "good" standing treats a customer.This order was a SECOND chance for Bullion Direct.So, I would have preferred to have my product as ordered, but the current status is acceptable No THIRD chances.I now have to find a more reliable vendor and replace this order at a higher cost [item has gone up in value]; I'm sure this had no influence on their decision I would also advise that they look up the definition of "fraud" Regards, [redacted]
Your order is expected to ship next week (we will have a better idea by Monday whether it will be earlier in the week or later) With that said, we will try to send at least a partial shipment by Friday
The remainder of the order was shipped on 3/16/2015, [redacted]
Complaint: [redacted] I am rejecting this response because: The response was not what I requested which was a full refund, instead they fulfilled the orderHowever from this point I'm fairly confident that the refund process would be just as frustrating and handled just as poorly as the original order fulfillmentSo I will leave things as they are and use social media for any further commentsAlso from the Revdex.com's perspective if you check this business's home page you will find a Revdex.com A+ rating shown which mis-led myself Regards, [redacted]
The order has been canceled and a refund has been issued to the customer's credit card
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 Regards, [redacted]