Money Metals Exchange, LLC

We have baof our attempts to reach the customer in the form of emails sent and notations made by our people following attempts by phone, including the customer's abrupt hangup when reachedWe regret the customer chose not to engage or follow our terms of service, and that we weren't able to reach a satisfactory conclusion to the matterHowever, we have provided a full refund and the customer confirms it was received

Revdex.com: I have reviewed the response made by the business in reference to c [redacted] and find that this resolution is satisfactory to me I received the 1/oz silver round this past week Even though I was told the second one would be sent with Sig Reqd it wasn't I don't believe the "first one" was ever sent because they also told some people that there was a short supply to be replenished later The bottom line is that I finally did receive it but that the company doesn't tell the whole truth and I might not have ever gotten what I paid for if I didn't complain about it[redacted] ***

Unfortunately the customer is being untruthful about lack of communication, as we have spoken with him directly and sent other correspondence to him about the short payment we received for his platinum order.He ordered during a brief period of time when an error caused our website to display an
incorrect price on that productWe reached out to the customer by phone and by email immediately following receipt of his order to explain the pricing error and make the correction as per our website terms of service. Our attempts to reach the customer and find a resolution continued for weeks. During this period we received payment for the incorrect amountThe customer was unwilling to respond or make the correct payment.He hung up on our representative on our final attempt to reach him by phone on Dec21stBecause the customer was not willing to pay the amount owed, we made the decision to refund the customer's incorrect payment in full and mailed the refund via check the same day. Per our terms of service, Money Metals Exchange reserves the right to make corrections to legitimate pricing errors in the extraordinarily rare event they occur

Pursuant to his enrollment in our monthly program, the customer made a purchase on July 10thBecause we operate in volatile markets, check payments must be received within a few days of the purchasePrompt payment is a requirement that we make absolutely clear and explicit to each customer, and
customers affirmatively certify their agreement to such terms We sent late payment reminders to this customer on July 25th and August 1, and, as admitted, he did not make payment until August 5th -- nearly a month after his purchase commitment.Because of the significant risk of bounced checks, payments by check cannot be considered "good funds" until business days after they are deposited in the bank There was and is no glitch in our system -- it worked as designedOn August 10th, our system combined the as-yet uncleared order from the prior month to be shipped with his next scheduled monthly order placed on August 10th.However, the customer failed to make timely payment once again on the August order -- and we reached out by phone and email to resolve the issue As result of not being fully paid, the combined shipment could not released Rather than taking responsibility for failing to make timely payments as required and agreed, the customer threatened to take the matter to small claims court and also made statements online about our company as well as named employees.Based on our terms, the unpaid August purchase has been liquidated at the current bid price, and we have canceled the customer's monthly planWe have also liquidated the $transaction from July at the current bid price, credited back to the customer the un-spent shipping charge, and applied that against the unpaid balance remaining on the account Accordingly, we have mailed the customer a check today for the full balance of $ Unfortunately, we are not able to accept future business from this customer based on the repeated failure to make payments in a timely manner

Complaint: ***
I am rejecting this response because:This company, Money Metals Exchange, breached a financial commitment by not providing a confirmation email within hours when they said that they would Again, I have received other things by email from them such as newsletters and revised invoices of product that was ordered through the post mail My first two orders were placed through post mail So why would I not receive an email for this order? Bob did not inform me that this order could not be cancelled, and as far as not providing a cancellation number, it just goes to show you that this is not a reputable company that anyone should deal with I have never dealt with a reputable company that would not provide one At least I have a copy of this letter through the Revdex.com in case they decide to go through with their threats The lack of professionalism with this Money Metal Specialist was astounding! I didn't appreciate being yelled at and threatened with collections for product that I did not receive I'm sure that they have enough "bought low, sell high" coins in their own vault This is how they make profit, together with the premiums they charge for each coin This is how they hedge they're money
Sincerely,
*** ***

Your order was for our free offer of the 1/10th oz Walking Liberty round (worth about $1.90) and the cost to ship was $which you paidBecause of the very low value of this shipment, we did not require USPS to obtain your actual physical signature at delivery which would have reconfirmed actual
deliveryHowever, we want to reassure you that higher value orders all require a physical signature In the rare event of a misplaced package, customers are usually able to locate the missing envelope once we provide a description of the package and its contentsWe will send you a second free silver round right awayOur apologies that the first free silver round was not delivered.Thank you,*** ***
***Money Metals ExchangeP.OBox 2599Eagle, ID 83616(800) 800-- Phone(866) 861-- Faxwww.MoneyMetals.com

Revdex.com:
I have reviewed the response made by the business in reference to c[redacted] and find that this resolution is satisfactory to me.  I received the 1/10 oz silver round this past week.  Even though I was told the second one would be sent with Sig Reqd.  it wasn't.  I don't believe the "first one" was ever sent because they also told some people that there was a short supply to be replenished later.  The bottom line is that I finally did receive it but that the company doesn't tell the whole truth and I might not have ever gotten what I paid for if I didn't complain about it.[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have never recieved a phone call or any form of communication indicating an error has occoured. I did recieve an e-mail confirming the price and the terms (damages and attorney fees if payment not recieved in five days) and reciept of my funds  (which was sent the next day after recieving a comfirmation of the order). Upon recieving the e-mail from the confirming receipt of funds from me I expected shippment of the product. After five weeks I recieved, just yesterday, a check from them refunding the original purchase price. I have done business with this company for one year and have never experinced any problems. I am not going to cash the check , rather I hope they ship me the product as they promised at the price they promised.
[redacted]
[redacted]

This customer breached a financial commitment and is attempting to make our firm responsible for her losses.We inform customer that orders cannot be cancelled or changed when the first order is placed and we reiterate the policy on every order confirmation. When this customer called to cancel, we...

explained why we must operate this way.When a customer buys metal, our firm buys replacement inventory at the same time and at the same spot market price. This hedging is an important part of our business. If a customer cancels or does not make payment, we have extra inventory. If the spot price has fallen, this extra inventory will be at higher cost and we will absorb the customer's losses when it is sold. We can only do business with people who honor their commitments. Otherwise the losses could be quite large and damaging - particularly in volatile markets.And, of course, our customers want to know we cannot cancel orders or change pricing if the spot market price rises. The customer felt it was her prerogative to cancel and that we must accept the losses involved, despite this explanation. Because of our policy, we do not provide cancellation numbers. With regards to the order confirmation, we informed the customer of the date and time the email confirmation was sent. It was sent within minutes of the order being placed. We cannot guarantee email delivery. A copy was also sent via regular mail on the same day, as is our practice.

We have back-up of our attempts to reach the customer in the form of emails sent and notations made by our people following attempts by phone, including the customer's abrupt hangup when reached. We regret the customer chose not to engage or follow our terms of service, and that we weren't able to reach a satisfactory conclusion to the matter. However, we have provided a full refund and the customer confirms it was received.