Northern Nevada Coin

In a visit to the Northern Nevada Coin Reno store, my family and I encountered very poor customer service. Specifically, a clerk scolded my son for climbing on a chair when he was solely attempting to sit in the chair. In subsequent discussion with the sales clerk, he was rude and abrupt while I attempted to ask questions. Finally, my wife attempted to ask a question regarding a necklace but was ignored by the sales staff and ultimately left the store without receiving any assistance. Later in the day I called the manager of the store to complain, who forwarded my complaint to the owner. He called me back later that day, but I missed his call. I followed up six days later to speak with the owner, who stated that he was told by his staff that my son was climbing and playing on the chair. I told him this was false, and also informed him of the rude treatment I received as well as my wife being ignored by his staff. He said he would look into this and call me back. After failing to hear from him within a week, I called back to check on his findings. He reported to me that the reason for my rude treatment by his staff was that the staff member was a former member of the military and that this was common. He also stated that my wife had not been ignored. I informed him that we was being lied to by his staff, from which he indicated that he would examine the video. I failed to receive any further follow-up from the owner regarding this matter, from which I am filing this complaint for the poor customer service.Desired SettlementI would appreciate an acknowledgement of the poor customer service.Business Response It is 5/9/2014 and unfortunately for whatever reason this is the first I have heard of this from the Revdex.com. I was contacted earlier this year by [redacted] Adkins regarding this issue and we spoke on the phone about it. [redacted] called me to personally complain about what he felt was a lack of service and rude treatment. He indicated that [redacted], who was helping him was not listening and asked several times to repeat what was said and that [redacted] scolded his child for climbing on a chair. I had already spoken with [redacted] to see what his side was as [redacted] had already tried to contact me when I was not in at an earlier time. He stated that [redacted] and his family were in, but the kids were not being attended to and that he had a hard time hearing [redacted] questions due to the noise the kids were making. After hearing both sides I reviewed our security tapes and the situation became clear. [redacted] children were moving vigorously around the store as kids with energy do. I am sure that [redacted] had a hard time hearing what [redacted] was asking due to the noise. [redacted] was watching the young child, but [redacted] or his wife were not. When the child started climbing and standing on a chair [redacted] saw that a dangerous situation was occurring and that since [redacted] could not see the child [redacted] said something to the child in order to protect them in the situation. Yes it appeared [redacted] was distracted, but [redacted] and his wife were not watching the children and since they were starting to climb on things they should not [redacted] intervened. I actually commend my employee for protecting the customer's children when they were not doing so themselves. When [redacted] and I talked prior to me watching the tape I informed him that I had spoke to [redacted] and that from all that I could gather [redacted] was not attempting to be rude and that telling [redacted] child not to stand on the chair was for the child's own safety. At the end of the conversation I had with [redacted] I did tell him that I would review the tape and call him if anything changed, but that I would likely not change my stance. After reviewing the tape and seeing the two children running about unsupervised I felt there was nothing else we could do to assuage [redacted] disappointment. My suggestion for resolution is that in the future [redacted] and his wife either not bring their children in, or if they do so, take the time to supervise their own children. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Unfortunately the response as provided from Northern Nevada Coin was not a factual representation of these events as well as omitted certain events that had occurred. As I had indicated in my conversation with the owner, my older son was attempting to climb up into a chair to sit in it, which the video will demonstrate. He was not using the chair to play and was not unsupervised. While my younger son did move away from us, both my wife and I did take immediate steps to gather him and reduce any noise he was making. The employee [redacted], as referenced in the response, never indicated to my wife or I that our children were causing a disturbance, which contradicts the statement as provided by the owner. In addition, my family and I have made numerous visits into both the Carson City and Reno stores for which the store employees have never made a complaint to us regarding our children. Finally, in addition, the owner did not make any effort to address our other complaint, which was that my wife was ignored by his staff while she was attempting to look at a piece of jewelry.Unfortunately, the owner has used his response to provide an inaccurate representation of what occurred at his Reno store as well as completely disregard certain events that had occurred. I clearly explained the events to him during our phone call, for which I felt my complaints were disregarded out of hand which led me to make this complaint to the Revdex.com. His response further demonstrates that he choose to disregard the facts of this matter, and that protecting his employees takes precedent over providing a good customer experience, particularly to a family that had visited his store on numerous occasions in the past. I hope that this complaint will demonstrate to future patrons that they can expect poor customer service from Northern Nevada Coin.Final Business Response [redacted],I am sorry that you feel that you received poor customer service. There is nothing I can do about your feelings, but yes, I still do stand behind my employees. I did watch the tape at the time and thus know that my employees were acting in the best interest of you and your family. They may not have been as attentive to you as you wished and for that I am sorry. I understand you may disagree with my conclusions, so we will let it stand at that, a disagreement of opinion.[redacted], President, Northern Nevada CoinFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not have additional commentary to add regarding the facts of this matter. Overall, through his communications, the owner continues to ignore the fact that my wife was ignored by his staff. Instead of taking steps to acknowledge a clear case of poor customer service and taking steps to make amends the owner has demonstrated that protecting his employees at the expense of customer service is a priority. My objective in this communication is to demonstrate to others the type of customer service experience they can expect when they visit Northern Nevada Coin.

I made a order for 3 gold bars, paid for them and then I get a call from [redacted] saying they sold it to someone else because they paid more.I ordered 3 gold bars over the phone and paid with my cc. Later that day I get a call saying they sold one of the 3 bars for a higher price then the price we agreed on earlier. At that time she suggested I just buy the other two bars. I told her no I want the 3 I paid for and she said in that case we will just refund you. I said ok cancel my whole order and refund me in full. Today I get a call from them saying they cant refund me by cc and they have to send a check because that is their terms of sale on their web site. I explained to her I did not buy on the web site and those terms were never disclosed to me when I made the sale. At that point [redacted] told me in a very rude tone she would refund my payment back to my cc card. I then shared my feelings of bait and switch as I already paid for the bar , witch would make it mine, they then sold my bar at a higher price to someone else. I then asked to speak to a manager to get this resolved because I feel I have been scamed out of the profit they sold the gold bar for , as at that time it was already mine because I paid for it.Desired SettlementWhen I Paid for the gold bars we agreed on a discounted price of $4575.00. The break down would make the price of the bar they stole from me would have been $1000.00 and the rest of the $4575.00 for the two other bars. They have since sold that gold bar for almost $1600.00. I feel that when they sold that bar since I already paid for it the profit should be mine. If this is not resolved I will continue to the Nevada State Attorneys office for more assistance.Business Response I am sorry that we could not please [redacted]. In this case one of our employees did make a mistake. When [redacted] wanted to purchase these bars on 1/20 they were up for auction online. We had three bars and [redacted] wanted to see if he could make a better deal for all three. We agreed to sell him the three bars at $1525 each for a total of $4575. The mistake was that [redacted] took the order and in the few minutes that she was doing that one of the bars received a bid. Immediately after seeing that she called [redacted] back and tried to explain her dilemma. She and [redacted] came to the conclusion that since the auction could not be ended due to it being set to close in two hours and the bidder was one without a long history there was a good probability that the bar may not be taken by the auction bidder. [redacted]. said to wait and see if that was the case. [redacted] asked [redacted] if the other bar did sell did he still want the other two. [redacted] said no, that if the other bar was sold just cancel the order. Since it was already after 3 P.M. on the west coast they agreed to talk the next day 1/21. When the other bar was paid for [redacted] called [redacted] back (1/21) and told him that it had been taken. He said to just cancel the order. [redacted] proceeded with to refund the transaction and stated that she was going to issue a refund check, something our company does as policy through our website. He became irritated at that and wanted the card refunded. [redacted] was still upset and wanted to talk to a manager. Our manager was still trying to do the refund via check, but did conclude that we would refund him via the card. We did end up refunding that card that day as we should have. [redacted] was still upset and our manager asked him what would make him happy. [redacted] did not know. In his statement he is now claiming that he wishes to receive the perceived profit form the bar he did not get to buy. Now he is trying to claim that we were selling him the bar for $1000 and then did not sell it to him because we were getting $1600 for it. This is simply not the case. We had agreed to sell it to him in combination of this and two other bars for $1525 apiece. The bar in question did in fact sell for $1549 in which we as a company absorbed the [redacted] fees and shipped it for free making the sale price virtually the same as [redacted] was trying to buy it for. It was an unfortunate circumstance that occurred because an employee made a mistake. We are hoping that [redacted] will find it in his heart to forgive this mistake as it was not done maliciously or for greater financial gain. [redacted] was not out anything as we did refund him per his request and he was in agreement with this solution all the way until the refund process made him unhappy. Which, we did fix and do the way he wished. We believe that this matter has been resolved in the way it had been agreed upon. We are sorry to have not provided a pleasant experience to [redacted].