Goldmart.com

Items were ordered from Goldmart.com on Nov. 14, 2013. I have yet to receive my order.My Order #[redacted] was placed on November 14, 2013 12:20:51 PM PST. It consisted of ONE 1 oz Sunshine Mint Silver Round .999 Fine (Brand New) 9617 at $21.69 and ONE 1 oz. Silver Buffalo Round .999 Fine (20 coin tube)at $436.02. The subtotal was $457.71and shipping $8.95. The total amount of the order was $466.66 with a 5% Refundable Deposit Hold of $23.33. This order was paid for with a check sent throught [redacted]. Four days later on Nov. 18, 2103 I received an email stating that my payment had been received. On this email it stated Orders paid by Personal Check, Cashier's Check or U.S. Postal Money Order typically ship 7 business days from the day your payment is deposited (no matter when your payment clears). I have called customer service numerous times. The first time they said that because of the holidays they were experiencing a back log but would have my order shipped within 2 days. Two days passed and still no updated shipping information. A week later I called again and spoke with customer service. I was told that my order was again delayed by the Thanksgiving holidays and that it would be shipped out within 2 days but by the end of the week at the latest. Still no package or shipping update. I called again 2 times today and keep getting a third party answering service. So I called again with my number blocked and finally got through with no problems. Customer service looked at my order and said she didn't know what was taking so long and she would talk with her supervisor later because he was at lunch. She promised that I would receive an EMAIL not phone call from the supervisor by the end of the day. Well it was almost closing time for them so I called again. She said yes my order was delayed because of the depository that they receive their shipment from was behind. That sounds very fishy to me. I asked if I could have my order cancelled and receive a refund but was told there are no refunds. That is no way to do business. It has almost been a month and I am the one who is requesting shipping information everytime. If there was a delay in this order, that should have been the first thing that Goldmart should have informed me of. At this point I no longer want the merchandise but would rather receive a total refund including shipping and the 5% holding fee.Desired SettlementAt this point I no longer want the merchandise but would rather receive a total refund including shipping and the 5% holding fee.Business Response Customer order shipped Dec. 16th.

Goldmart claims they mailed my purchase to me. I have not received my shipment & the [redacted] tracking number they supplied is not recognized by [redacted]. On 5 Mar 2014 I placed an order with Goldmart (order number [redacted]). On 8 April 2014, I received an email from Goldmart stating that had mailed my purchase through the [redacted] registered mail, with signature confirmation required. As of today 14 April 2014 I have not received the order and according to the [redacted] website, the [redacted] tracking number for my shipment ([redacted]) cannot be found. This was confirmed when I called the [redacted] and they stated no such tracking order existed. Was my gold actually mailed or did it end up somewhere different? Unfortunately Goldmart is not taking phone calls and my email to them has not been returned. Desired SettlementI want my purchase sent to me within the next 10 days or I want to get a full refund. Business Response [redacted],Hello, my name is **e and I am the director of development for Goldmart.com.I received your info from the Revdex.com. I understand that you received tracking info on your product and you are not able to track it. I contacted our depository and I have found out that we were provided the wrong tracking info. I do apologize that we sent that wrong info to you.\I will be emailing you the correct tracking number. You will be happy to know that your order is in San Antonio today and is scheduled to arrive at your location today.Again I do apologize for the incorrect info begin passed to you. We will make sure we check tracking numbers before we send them out to our customers.Thank you for patients and your time.[redacted]Director of DevelopmentGoldmart.com[redacted]

I asked for cancellation of my order, but they refused saying there's no cancellation policy when clearly their own user agreement says otherwise.I placed an order on 11/3/15 for the amount of $10,368.50, and seeing the price of gold going down and that the order hasn't shipped yet, I wanted to cancel the order. I put a request to cancel via email and phone, but only after I called them again the next morning that I was able to get in touch with the manager named "[redacted]." He was screaming that there's no cancellation policy, when I even told him that even their own user agreement says customers can cancel. Later he threatened me with some court. I am reporting them here for their malpractice of business and atrocious services.Desired SettlementI'd like the full refund.Business Response This customer initially requested that his order be cancelled due to the metals market going down after he placed his order. After many challenging phone calls during which he was reminded of the User Agreement, Ordering Policy and Market Loss Policy that all customers are required to acknowledge during during the checkout process he changed his mind and asked us to ship the order as documented by our Zendesk customer service ticket #[redacted]. His order was shipped on Nov. 19th and received on Nov. 23rd.

AWESOME JOB!!! I will definitely do business again. It only took 9 days to receive my pkg from the date I placed the order. (March 2015)
I thought I would post this since they definitely deserved a good review.","pos-1

Had been using Goldmart for other orders without issue on any other past transactions. As a matter of fact, I was quite happy with my first transactions until my last order was placed on August 17,2013. All items were "in stock" and I was led to believe they would be delivered with in the 2-4 business days as my confirmation of payment reciept had said. Fast forward to October 17, 2013 and three complaint emails and numerous phones calls I have asked for my money back. I verified my exact order in their online inventory TODAY. All my products(using SKU codes) state they are "IN STOCK, READY TO SHIP TODAY"....sooooo why hasnt mine? I dont know. Hopefully, it doesnt take two months to get my money refunded to me.Desired SettlementI would like a thorough explanation why items are "in stock" when that is either a blatant lie or there is an inability to procure the order in the 2-4 business day time frame as you are led to believe.Business Response The company was unoraganized. We have imporved greatly since and are getting better.

I placed two orders from Goldmart. The first on 7/2/15 the second on 7/5/15. The items I ordered said they were in stock and ready to ship. I placed my order in good faith. Mailed the payment priority mail. They deposited my money on 7/7/15. After several calls with many different answers on a shipping date I tried calling again. Today 7/22/15 I was advised that part of my first order had shipped to me. They expected to know on 7/24/15 when I would get the rest of my products. My order was of good size (five figures+). Take note that the items they show In stock and ready to ship are false. At least in my case. Very deceptive business practice. ","neg-1

I placed an order on 19 June 2015 and made payment on 24 June 2015. According to the website, all items were "In stock and ready to ship", and I received an email stating that payment was received and the items will be shipped within 2 - 4 business days. About 6 weeks went by before I heard anything from Goldmart. It was an email from [redacted] on 05 August 2015 stating that one of the items has been delayed from the mint (so much for being in stock and ready to ship). She said all other items are ready to ship today, and asked if I would like a refund for the item that was delayed or if I would like to keep the order pending. I replied that it was unacceptable to tell me this 6 weeks after my order, and asked for a refund, but my reply was ignored. I sent two additional messages to follow up on my order and demanded that either the order be shipped immediately or a refund be issued, and yet again, no response. I would like to be refunded in full for my order. They claimed EVERYTHING was in stock and ready to ship, and promised shipment of the order IN FULL within 2 - 4 business days. It is unacceptable to wait 6 weeks to tell me an item is out of stock. It is also unacceptable to ignore my requests time and time again. I have had similar issues in the past, and called to speak with them directly, but they just lie and tell you that the order is shipping today to get you off the line.Product_Or_Service: Precious MetalsOrder_Number: [redacted]Desired SettlementI want to be refunded in full immediatelyBusiness Response [redacted], Your order was refunded as you requested. The check was sent to you via overnight delivery on August 20th prior to us receiving this complaint and we have left you several voicemail messages and a message or two in our email ticketing system but have not heard back from you to confirm your receipt of the full refund.I appreciate your feedback and can clearly see that you are upset. After researching your order and customer service ticket email history with us, we clearly could have done better communicating with you in regards to your order status and your refund request. We take great pride in having a very high level of customer satisfaction (9.5 out of 10 for our Reseller Ratings customer feedback) and normally meet or exceed our target dates for order shipment, but in your case we did not meet expectations and for that I apologize.We are most definitely taking steps to continue to improve our customer communications. Sincerely, [redacted]Operations Manager

Delivery of 1oZ gold coinsMy check for $3455 was cleared on July 23 2015 for 3 1oz gold coins and I have not yet received the delivery or neither its shipped. When I call them they tell they are waiting for the gold coins from mint. Today August 5th 2015 when I called at 2:00 PM PST they told they will ship today and still have 2 hours and they didn't do it. Now when I call them they are closed.Desired SettlementEither refund my money or send the delivery of the gold coins.Business Response Hello [redacted], Our records indicate that your order was shipped on 8/5/15, you received the tracking number via email from us the next day and received the package from the [redacted] on 8/7/15. Sincerely, [redacted]

Did not receive the productsI purchased three ounces of gold from them. It was never delivered and was informed that it was lost by [redacted]. They said they will claim it and will send me the shipment again. But still waiting for it as I write this now. They missed the dead lines by when they said the replacement will be sent multiple times and not to specify their whole system sucks. They cannot even send the tracking number in the email and say that it was jumpled up by their IT. Customer care keeps on telling that he will be sending out an email with the status by EOD, but ignores it. Overall, Plz dont do business with these folks, if you want to save yourself from the mental agony and countless hours to talk their customer care. Save Yourself. Not sure why stringent actions are not taken against these kind of cheaters.Desired SettlementSend out the replacement as promised.Business Response We are working with the customer in the replacement of a lost package using our company email and our [redacted] customer ticketing system. He has already received the tracking number for the full replacement of the order that the [redacted] lost. I will continue to update this issue until the customer receives the replacement order and all is well. Sincerely, [redacted]

I had purchased American silver Eagles. Out of the lot of 5 eagles I had received a non-authentic silver eagle. The American silver eagle I have a problem with is that it is a reproduction fake American silver eagle ( non government silver eagle ) sales person from goldmart has asked me to send pictures which I did, then they responded afew times and finally ended all communication with me. They are a fraud metal dealer and it's sad! Delivery is horrible and you never no if you get the real deal or a reproduction fake.. They owe me X1 1oz American Silver Eagle and they will not reply back to me after several weeks.....Product_Or_Service: American silver eagleOrder_Number: Untraceable from theAccount_Number: [redacted]Desired SettlementI want a legit true American govermint minted American Silver Eagle, and I will NOT pay to send this fake back to them as its there responsibility. There history shows there true nature and I should have trusted the other complaints on [redacted] AND NIT ORDERED .. Business Response [redacted] Jan 30 14:53I understand your concern and valid points taken. But I have not boughten any other silver rounds from any company including goldmart. I do not want to deal with this any longer over a raw end deal on my side. I'm moving on and buying silver else where. Very sad though because I was starting to feel comfortable with goldmart, but I'm glad this happened now with my small orders as I was going to start making my 120 ounce orders[redacted]. Jan 30 13:52Tried to call him at [redacted]. Jan 30 13:40Request #[redacted] "Customer received a non authenti..." was closed and merged into this request. Last comment in request #[redacted]:Checking in status. Thank you.[redacted] (Fake S...jpg [redacted] (Fake S...jpg [redacted]. Jan 30 13:38Hi [redacted],Thanks for your response. Yes, I did look at that picture. The trouble is that we do not carry that product and ALL of our Genuine Silver American Eagles come to us in sealed monster boxes and we have a very tight QA process at Goldmart.com so management here is adamant that there is no chance that you actually got that product from us.I see that you are a repeat customer though and we want you to continue to be a happy customer, if possible, but we are a bit perplexed about your assertion that we sent you what looks to be a Silver Eagle Round - not an American Silver Eagle.Is is possible that you got that product mixed up with another suppliers order?[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response does nothing to fix the problem, replace my non authentic silver piece not restore any faith into goldmart as a company. They responded very standard. I'm looking for a REPLACMENT on my SILVER. Not a simple little love letter from goldmart that's just as worthless as there customer service, this is not a game. I want REPLACMENT!

Order placed September 10, 2013. Promised shipping date repeatedly delayed.Order made 9/10/2013. Payment receipt confirmed 9/16/2013. Shipping expected within 7 business days. All items ordered listed as in stock merchandise. Company has not provided Any proactive communication. Have successfully contacted customer service via online chat 3 times. Each time I have been assured a shipping date. Each time the shipping date has passed without communication. I have requested substitution of items, cancellation of order and partial shipment of order. All denied by customer service$7505.81 Paid by checkDesired SettlementIf entire order can't be shipped within 30 days of confirmed payment, I request immediate and complete refund without penalty.All items continue to be shown as in stock and ready to ship on company website.Business Response We met customers desired resolution. Order shipped on 29th day from receiving payment.

I made a purchase with Goldmart.com on January 8, 2015 for $2,541.45. After I did not receive the merchandise I called customer service to follow up. I was told they had cancelled the order for whatever reason on their end. I did not cancel the order nor was I contacted at any time about the order. I was then told that since they cancelled the order I would need to place a new one. The issue is I was buying a commodity (gold bars) and the price had gone up. So they basically wanted me to pay an additional $95 simply because they cancelled the order for no reason. I said that was unethical and the phone rep said he would ask his manager and took my phone number. After a few days I called again and was told he hadn't heard from his manager (busy ripping off others I suppose) but he would get back to me. It has now been a week and obviously they have no intention of correcting the error. I have their receipt which they refuse to honor. Clearly a fraudulent company.Product_Or_Service: GoldOrder_Number: [redacted]Desired SettlementHonor the order that was placed - [redacted].Business Response Copied from our [redacted] customer service ticketing system on 1/30/15 #536Hi [redacted],Thanks for your time on the phone today. I can certainly understand your frustration at having your order be cancelled and not receiving a notice via email or phone as to exactly "why". Your order was cancelled due to your ship to address not being a typical residence. All of our packages are shipped insured and we require a signature from the person that is on the credit card - if credit card is used for the purchase. That said, I wish that there was something that we could do to "reinstate" a cancelled order but there is literally not any way to re-create a cancelled order for a variable price product. All that can be done is to create a new order.If you are open to continuing to work with us I can suggest that you use a check or another method of payment - other than credit card - since alternative payment methods require less detailed payment approval on our end. If it is of any consolation, I would be pleased to work with you to ensure that your next order goes through our internal systems flawlessly. Now that we have personally established that our emails are getting through to you, I can also offer you free shipping for a future order. Just let me know and I can go into your order and remove the shipping charge for you, even if it does not "qualify" for free shipping during checkout.Sincerely,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I appreciate that Curtis reached out to me once I filed the complaint though I still don't understand why I didn't receive any of the other messages they claimed were sent. We basically agreed to disagree. Obviously each company approaches customer service as they see fit. In their eyes I was a new client so they didn't want to correct the error as it would have cost them $92. In my eyes I've made the same purchase from their competitors monthly for the past 2.5 years and paying $92 to correct their error would have been a great way to acquire a good, consistent customer. Final Business Response Yes, we basically agreed to disagree - agreeably.

I've used Goldmart numerous times. Yes, they are slow on delivery but they have the lowest prices on the market. I've used many other sites and I have yet to find one as consistently as low as them. I am patient with their delivery system. In addition they have increased the quality of their personnel as noted on the website. ","neu-1

Goldmart has always treated me with the respect that any company could,. I have never had a problem. I would and have recommend them to friends.","pos-2