Customer initially placed the order on January 8, 2014 and selected to pay by bank wire (not ACH). Payment terms as well as cancellations are spelled out in the Market Loss and Ordering Policies which have to be agreed to before placing an order. In addition all of the payment info is sent in a...
confirmation email. We reached out to the customer with the follwing email on 1/12/2014 after waiting 4 days for payment:From: [redacted] Sent: Monday, January 20, 2014 9:45 AMTo: '[redacted]'Subject: Order #[redacted]Hello [redacted],I am writing in reference to order #[redacted] placed on our website on 1/8/14. You indicated you would be sending a bank wire, but we have not received that payment. With that said, we will need to receive payment by 5pm MST on Tuesday, January 21st. If payment is not received, we will need to cancel the order based on the market loss & ordering policies stated on our website that you agreed to when placing your order. As a reminder, here is a link to the policies: [redacted] If you don’t want to send a bank wire because of the fees involved, I am attaching an ACH form. This is basically an electronic check that we submit through our bank, is free of any fees and takes 3-4 days to finalize. Thank you for your time and we look forward to hearing from you.[redacted]Customer Service Representative###-###-####[redacted] Customer never responded to this email therefore we had to cancel the order in accordance to our Market Loss and Ordering Polices that the customer agreed to before placing the order. We sent him the cancallation email and he responded with this, our response follows:From: [redacted] [mailto:[redacted]] Sent: Saturday, January 25, 2014 1:21 PMTo: Gold & Silver OnlineSubject: Re: Gold And Silver Online Order CancellationSo this is completely surprising and quite irritating in that I was only informed of this after the fact the order was place. I would have like to placed an order (still do) but with the frivolous charge of $35 I don't believe I will. After reading your websites info on the bank wire ordering method I was quite taken (after the order was places) by the fact that I would have 1. get a check (I have none and never had ) 2. Copy said check to paper and 3. Fax this copied check to your headquarters. This is extremely archaic method in out technologically advanced economy. I did this to save money over the credit card purchase (which in retrospect the $2 dollars more is now chump change). All I all I was (past tense) excited to place my order with gold and silver online. I had told all my coworkers and people in my group and family about your Decent prices and ordering method. Now that you have essentially robbed me of $35 (a lot of money to a hard working LPN) and since you have not incurred any market loss on my order, I would appreciate you refunding my $35 charge so I may in good faith and confidence place an order and not warn all of my friends coworkers and family of this predatory charge to my account. Thank you for your time and speedy action in this matter. Sincerely yours,[redacted]Our Response:Thank you for getting back to us. You initially placed your order on 1/8/14 and we waited a full 2 weeks for payment to arrive and even contacted you by email to offer the ACH payment. We apologize if you find the process outdated, but given the nature of our business, we have stricter security measures to prevent bank and/or credit card fraud. If you don’t have a check, you can attached a photo of your driver’s license or some other government issued id. If faxing is inconvenient, you could always scan or take a photo and send via email. As far as the $35 cancellation fee is concerned, it is part of our Market Loss & Ordering Policies that are stated on our website that you agree to before clicking “Lock & Confirm”. As a reminder, here is a link to the policies: [redacted] If you wish to place another order, we will refund the $35 cancellation fee on this order. Simply give us a call after placing the second order. We can be reached at ###-###-#### and are available Monday – Friday from 8am – 5pm MST.Thanks again and please let us know if you have any questions.[redacted]Customer Service Representative###-###-####[redacted]We attempted to reach out to this customer multiple times throught his order to help but he would not respond until he was charged the $35 cancellation fee. We offered to refund it and allow him to place another order and once again he did not respond. This complaint to the Revdex.com is the first we have heard anything since 1/25/2014.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. Good morning, [redacted].
It would appear this matter is taken care of. I haven't set up an on line account with them, so I can't verify the credit at this time.
Customer initially placed the order on January 8, 2014 and selected to pay by bank wire (not ACH). Payment terms as well as cancellations are spelled out in the Market Loss and Ordering Policies which have to be agreed to before placing an order. In addition all of the payment info is sent in a...
confirmation email. We reached out to the customer with the follwing email on 1/12/2014 after waiting 4 days for payment:From: [redacted] Sent: Monday, January 20, 2014 9:45 AMTo: '[redacted]'Subject: Order #[redacted]Hello [redacted],I am writing in reference to order #[redacted] placed on our website on 1/8/14. You indicated you would be sending a bank wire, but we have not received that payment. With that said, we will need to receive payment by 5pm MST on Tuesday, January 21st. If payment is not received, we will need to cancel the order based on the market loss & ordering policies stated on our website that you agreed to when placing your order. As a reminder, here is a link to the policies: [redacted] If you don’t want to send a bank wire because of the fees involved, I am attaching an ACH form. This is basically an electronic check that we submit through our bank, is free of any fees and takes 3-4 days to finalize. Thank you for your time and we look forward to hearing from you.[redacted]Customer Service Representative###-###-####[redacted] Customer never responded to this email therefore we had to cancel the order in accordance to our Market Loss and Ordering Polices that the customer agreed to before placing the order. We sent him the cancallation email and he responded with this, our response follows:From: [redacted] [mailto:[redacted]] Sent: Saturday, January 25, 2014 1:21 PMTo: Gold & Silver OnlineSubject: Re: Gold And Silver Online Order CancellationSo this is completely surprising and quite irritating in that I was only informed of this after the fact the order was place. I would have like to placed an order (still do) but with the frivolous charge of $35 I don't believe I will. After reading your websites info on the bank wire ordering method I was quite taken (after the order was places) by the fact that I would have 1. get a check (I have none and never had ) 2. Copy said check to paper and 3. Fax this copied check to your headquarters. This is extremely archaic method in out technologically advanced economy. I did this to save money over the credit card purchase (which in retrospect the $2 dollars more is now chump change). All I all I was (past tense) excited to place my order with gold and silver online. I had told all my coworkers and people in my group and family about your Decent prices and ordering method. Now that you have essentially robbed me of $35 (a lot of money to a hard working LPN) and since you have not incurred any market loss on my order, I would appreciate you refunding my $35 charge so I may in good faith and confidence place an order and not warn all of my friends coworkers and family of this predatory charge to my account. Thank you for your time and speedy action in this matter. Sincerely yours,[redacted]Our Response:Thank you for getting back to us. You initially placed your order on 1/8/14 and we waited a full 2 weeks for payment to arrive and even contacted you by email to offer the ACH payment. We apologize if you find the process outdated, but given the nature of our business, we have stricter security measures to prevent bank and/or credit card fraud. If you don’t have a check, you can attached a photo of your driver’s license or some other government issued id. If faxing is inconvenient, you could always scan or take a photo and send via email. As far as the $35 cancellation fee is concerned, it is part of our Market Loss & Ordering Policies that are stated on our website that you agree to before clicking “Lock & Confirm”. As a reminder, here is a link to the policies: [redacted] If you wish to place another order, we will refund the $35 cancellation fee on this order. Simply give us a call after placing the second order. We can be reached at ###-###-#### and are available Monday – Friday from 8am – 5pm MST.Thanks again and please let us know if you have any questions.[redacted]Customer Service Representative###-###-####[redacted]We attempted to reach out to this customer multiple times throught his order to help but he would not respond until he was charged the $35 cancellation fee. We offered to refund it and allow him to place another order and once again he did not respond. This complaint to the Revdex.com is the first we have heard anything since 1/25/2014.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. Good morning, [redacted].
It would appear this matter is taken care of. I haven't set up an on line account with them, so I can't verify the credit at this time.