The Morgan Mint, Inc.

From: [redacted] <[redacted]>Date: Wed, Jan 28, 2015 at 2:56 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>I just recived...

my coins in the mail today for 2014. Hopefully the problem is solved. Thank you for taking my complaint. The Mint never contacted me by e-mail or phone, just sent the 2014 coins.

Review: I ordered the Presidential dollar set from Franklin Mint, paid for it up frontThey are supposed to send me coins a year as they are mintedWhen I received my coins this year and was placing them in the holderI realized that in my set I had a duplicate of President Polk a coin from the seriesI was also missing President Zachary Taylor, also a coinWhich both of these coins are still available for order at the US MintThe lady informed me that she didn't make the mistake, but people call her all day complaining to her and yelling at herI told her I was not yelling, and reminded her that whether she made the mistake or not, she took a job fielding calls for Franklin Mint that would involve not only orders, but complaints and that I wasn't the one that made a mistake either but I still needed someone to correct the mistakeShe as good as told me that Franklin Mint no longer had any coins from series older than and basically it was my fault for not realizing it sooner and calling thenI reminded her that whether they have a supply left or not, if the US Mint still has them available to purchase online, that I feel it is their responsibility to order and provide me with the correct coin for which I paidShe took my order number and saw the date on my order and said, oh this is from way back in 2009, as if, I was complaining and wanting satisfaction on something that they haven't made any money on in agesShe then informed me that she would write down everything I had to say and relay it her supervisor that was not there conveniently and would not be for several daysAnd that the supervisor would return my call with any possible solutions.Desired Settlement: All I want is the correct coin, and for them to honor their agreement with me to provide the whole setIf they can not provide the coin, then I expect them to refund the $I will have to pay to order the correct coin from the US MintWith a copy of my receipt and the return of the additional President Polk coin that was sent to me by mistakeOr just an even swap of the right coin for the wrong one if they prefer it that wayOf course I know now that I will never receive that call back that she promised it was all to get rid of me and hope that I will forget about it
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
They are basically claiming that because the coin in question is a coin that they will do the best they can to find the correct coin I was shorted, however they are saying there is no guarantee and it could take an undefined amount of timeMy problem with this is, it is still their mistake, it is unfortunate that it took me so long to notice the mistake but they are still the ones that sent me two copies of one coin and none of the one I am complaining aboutNext that coin is still available for sale at the US mint so I reject the fact that it should be almost impossible to replaceFurther they sold these sets at over $The sets are as good as worthless at the end if I do not have each coin in the setAs the seller it is their responsibility to have a reasonable amount of extras to replace any mistakesI know it has been years since they have made any money off me and that is how I feel I am being treated like a problem, not a paying customerIn fact the representative on the phone told me, "People call me all day and complain about mistakes that I didn't make, what am I supposed to do about it." Well she took the job answering the customer service line, so I guess her job is to try and correct these situations, not complain to the customer about having to take the calls and accuse me of yelling at her for something that isn't her faultI just want a promise that I am going to receive the coin I am missing, the coin I paid forI have even agreed to return the coin that they sent me the duplicate of, which is also a series coinBut if they can't replace my missing coin I do not feel I owe them the extra they sent by mistakeThe coin is still available at the US mint, so if they have to I expect them to buy a replacementNext they finish the coins in gold plate, they do that every year for each new series, so if they buy the replacement coin from the mint they can finish it to match my other coins and I am done, no more complaintI can buy my own replacement from the US mint for $They could refund me the $from my original order if they are supposedly unable to acquire a replacement, however it will not be finished correctly and still will not totally match, but it is better than nothingAs their sales rep/customer service agent like to point out, I am not the one that made this mistakeAs a paying customer I think it should be a priority to correct thisNot send a response that they will do something if they can, when they can, but maybe they won't be able toIf they have no more Zachary Taylor coins, the US mint still has them in stock, buy one, finish it to match the rest of the set I bought and send it to meThey finish the coins that are released each year so that should be no problem to buy the coin they failed to send me properly, finish it,and send itThen I could return the extra President James K Polk coin they sent me and they would have that as an extra for any other customer that may eventually discover a missing coin in their setThank you
Regards,