Universal Coin & Bullion, Ltd.

For clarification, on February 1, 2016, Mr [redacted] provided contact information and placed a request for IRA information on our company website Our company did not purchase Mr [redacted] ’s information from any third partySincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12137835, and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Mr [redacted] called our company according to his correspondence with us at 11:DST to order from a very popular Flash Sale Our answering service was having system issues which he describes along with saying he waited over five minutes We regret the delay and system issues he experienced during the overwhelming response The script that the representatives follow say we call back within one business day, not one hour Mr [redacted] sent us an email concerned about not getting a call back at 12:CST and stating he was supposed to get a call back in an hour and he also stated he placed a complaint with an organization and the Revdex.com and banking watchdogs were next Mr [redacted] provided us with an incorrect phone number, intentionally, according to his correspondence and later wrote, with profanity and attitude, we should have called him on the number he gave the answering service We tried to call him not knowing he gave us a bad number and I and our sales representative both emailed him with apologies for delays with how to reach our customer service department within 1-hours of his initial email For him to write us that he did not hear back from us in almost hours is not accurateWe emailed him multiple times and our IT department showed no call to the customer service number he was provided In follow up emails, he inappropriately and inaccurately insulted the woman at the answering service, me and American companies in generalWe handled over orders from the Flash Sale that day and got email feedback from two concerned customers about delays The other customer was very happy with how we addressed his concerns and he, unlike Mr [redacted] , provided me correct contact informationI wish Mr [redacted] well, he will be put on our Do Not Call list and we do not wish to do business with himSincerely, [redacted]

Dear Ms***, We are in receipt of the November 29, complaint referenced above. Upon receipt of the complaint, our office immediately researched the issue. Mr*** placed an order in our online store on November 16, 2016. Due to a technical error in our online store, the
order did not process and was not visible to our administrative staff. Mr*** sent a wire transfer on the following day as payment for the order. When the wire transfer was received it could not be reconciled with an existing order. Because Mr*** had made a previous purchase from our company he had an existing account. Consequently, the funds included in the wire transfer were placed in his account as Money On Account for a future purchase. The representative assigned to Mr***’s account was notified of the wire transfer but failed to contact Mr*** in a timely manner. On Tuesday, November 22nd, Mr*** called our office phone number and spoke to a representative of our answering service call center. The call center sent the message to the assigned representative who failed to return the phone call prior to the Thanksgiving weekend holidayOn Tuesday, November 29, 2016, Mr***’s father, a longtime satisfied customer, called our customer service line about his son’s order. He was called back by me promptly. I then called Mr*** and left a message to call our customer service line. When he called for me the next day I promptly returned his call. The products were shipped to Mr*** via overnight delivery on Wednesday, November 30th and were received by Mr*** on Thursday, December 1st. In addition to the coins Mr*** ordered, I also sent him twenty (20) $Silver American Eagle coins at no charge, valued at over $300, as an expression of our apology for the manner in which this transaction was handled and to cover a market move he benefitted from. I also sent a free coin to Mr***’s father as an expression of appreciation for his help in this matterWe certainly take full responsibility for the technical issues with our online store that caused the initial issue and have addressed the unresponsiveness of our representative assigned to Mr***’s account. Please let us know if you need any further information regarding this issueThank you for your assistance in this matterSincerely, *** ***

I regret that the service and system execution provided Mr*** did not meet my expectations. Both the answering service and one of our newer sales representatives failed to complete tasks as trainedMr***’s order prices were corrected by a manager the day after his phone order to the
correct website check pricing for a check payment, instead of credit card pricing which was higher. He later requested and was allowed to use a credit card for the order instead of a check. We waived the additional credit card price on some of the coins ordered, saving him about 3% on the order over website credit card pricingAn incorrect verification hold was put on Mr***’s order that delayed credit card charging and shipping of his order in a timely manner. After a concerned call from Mr*** on April 18th, Mr***’s credit card was charged for his order on Friday April 21, and the order was shipped one business day later on Monday, April 24, 2017, priority mail. Our answering service representatives also did not properly follow instructions regarding contacting a manager directly for him. This has been addressed with themThere was no NRA special pricing or discount mentioned in the NRA magazine ad Mr*** responded to or on the website on the products in this order but a quantity of some of the products were set aside for this NRA ad code. I apologize for any lack of clarity by my representatives regarding any NRA member discountsAs an apology, even with gold and silver bullion prices down since Mr*** placed his order, he may return this bullion order for a full refund or replacement of any products and I will pay all postage chargesIf Mr*** wishes to reach me, he can call a special customer service number at (***) *** and my two assistants will set up an appointment to call him ASAP if I am in townI will be sending him a special gift as a further apology. I have met with multiple departments on this matter toward providing much better customer serviceI thank Mr*** for the constructive criticism*** *** President, Universal Coin & Bullion, Ltd

Dear Ms***,We are in receipt of the January 4, complaint filed by *** L*** regarding a refund for coins he returned to our company. For clarification, Mr*** was not contacted by Universal Coin & Bullion with a cold call. Mr*** called our company in response
to an advertisement in American Rifleman magazine and placed an order on November 4, 2015. In a follow up phone call on November 6, 2015, Mr*** placed the $4,order referenced in his complaint. In a phone call on December 10, 2015, Mr*** stated that he would be returning the coins for a refund. As referenced in Mr***’s complaint, on December 14, our office received the coins referenced being returned by Mr***. It is our company policy to process refunds within to business days of receipt of the coins. Pursuant to this policy, the window of time for processing the refund was between December 29th and January 6th. This company policy is disclosed to all customers, including Mr***, in the customer disclosure that accompanies all orders. (Please see attached Invoice to Mr*** which includes our Return Policy.)On January 5, 2016, Mr***’s credit card was credited for the amount of $4,425.00. Unfortunately, our representative failed to timely return Mr***’s phone calls to clarify the refund processing policy. We apologize for this oversight by our representative and any inconvenience caused to Mr***.Please let us know if you need any further information regarding this issue. Thank you for your assistance in this matter.Sincerely,*** ***President, Universal Coin & Bullion, Ltd

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11024017, and find that this resolution is satisfactory to me
Sincerely,
***

Complaint: 12112401
I am rejecting this response because :my GOD that was over 1 year ago!  I can't remember asking them for ira info as I don't have an ira. but that being said to save time I would have thought the Revdex.com would be more PRUDENT ON WHO THEY ASSIGN YOUR TOP RATING TO. it would appear that mr. [redacted] is a bully. a prospective customer wants to spend money and HE wants that person to jump thru hoops. his answering service screwed up by not forwarding  the phone number I gave her, END OF SUBJECT. THEY DIDN'T FOLLOW THRU.   any company that LIMITS PURCHASES WITH TEASERS ISN'T A CREDIBLE COMPANY. IN CLOSING THIS APPARENTKLY IS A WASTE OF TIME. I'LL BE THE BIGGER MAN AND STOP THIS JUVENILE BACK AND FORTH !  I WOULDN'T BUY A PENNY FROM HIS SHADY COMPANY. THANKS BUT NO THANKS. HAVE A GREAT DAY!
Sincerely,
[redacted]

Mr. [redacted] called our company according to his correspondence with us at 11:11 DST to order from a very popular Flash Sale.  Our answering service was having system issues which he describes along with saying he waited over five minutes.  We regret the delay and system issues he...

experienced during the overwhelming response.  The script that the representatives follow say we call back within one business day, not one hour.  Mr. [redacted] sent us an email concerned about not getting a call back at 12:39 CST and stating he was supposed to get a call back in an hour and he also stated he placed a complaint with an organization and the Revdex.com and banking watchdogs were next.  Mr. [redacted] provided us with an incorrect phone number, intentionally, according to his correspondence and later wrote, with profanity and attitude, we should have called him on the number he gave the answering service.  We tried to call him not knowing he gave us a bad number and I and our sales representative both emailed him with apologies for delays with how to reach our customer service department within 1-2 hours of his initial email.  For him to write us that he did not hear back from us in almost 24 hours is not accurate. We emailed him multiple times and our IT department showed no call to the customer service number he was provided.  In follow up emails, he inappropriately and inaccurately insulted the woman at the answering service, me and American companies in general. We handled over 500 orders from the Flash Sale that day and got email feedback from two concerned customers about delays.  The other customer was very happy with how we addressed his concerns and he, unlike Mr. [redacted], provided me correct contact information. I wish Mr. [redacted] well, he will be put on our Do Not Call list and we do not wish to do business with him. Sincerely, [redacted]

For clarification, on February 1, 2016, Mr. [redacted] provided contact information and placed a request for IRA information on our company website.  Our company did not purchase Mr. [redacted]’s information from any third party. Sincerely, [redacted]

Complaint: 12112401
I am rejecting this response because: first I've order coins from several other sources and NEVER HAD ANY ISSUES.  second I never asked universal coin to contact me. that was done because my membership in another organization sold my name to universal who apparently trolls for customers. apparently his answering service rep didn't know what she was doing. I SPECIFICALLY ASKED THE REP WHEN I WOULD BE CALLED BACK. I WAS TOLD ONE HOUR. CONTRARY TO WHAT THE RESPONSE STATED THEY HAD THE ATTITUDE THUS MY RESPONSE TO THEIR REP, AND YES I DID STATE I GET FRUSTRATED WITH AMERICAN BUSINESS' SUCH AS UNIVERSAL THAT TREATS CUSTOMERS IN SUCH DISTRESPECTFUL MANNERS I WOULD NEVER EVER DO BUSINESS WITH UNIVERSAL AS THEY APPEAR TO BE A SHADY SHYSTER TYPE BUSINESS.  this even comes thru in their huckster type ads where they limit buyers to trivial amount of coins PERMITTED TGO BE SOLD TO CLIENTS. NONE OF THE OTHERBUSINESS' I DEAL WITH HAVE EVER LIMITED THE NUMBER OF COINS PER SALE ! no I never did call them back because I called to make a purchase, they couldn't or wouldn't take the order it was UNIVERSALS RESPONSIBLITY TO CALL ME BACK. I RECEIVED 3 TOTAL EMAILS INCLUDING THE INSULTING ONE BY THEIR FEMALE REP.  ALMOST 1 WEEK LATER I STILL HAVE NOT RECEIVED A CALL BACK. AND YES THE ANSWERING SERVICE WAS GIVEN THE CORRECT INFO AS STATED AND THAT NUMBER SHOULD HAVE BEEN CALLED. I INDEED DIDN'T WANT TO BE HARRASSED BY UNIVERSAL IN FURTHER SALES TROLLING AND I NEVER SENT THRU AN ORDER REQUEST TO UNIVERSAL AS I DON'T ORDER ONLINE, I PHONE MY ORDERS IN. IT IS TRULY SAD THAT COMPANIES LIKE UNIVERSAL ARE PERMITTED TO CONDUCT BUSINESS IN SUCH A 'QUESTIONABLE' MANNER. I HAVE 25 YEARS PROFESSIONAL SALES EXPERIENCE AND IF I HAD EVER TREATED A PROSPECTIVE CLIENT IN SUCH A DEROGATORY MANNER I'D BEEN TERMINATED. IN CLOSING I RESENT THAT UNIVERSAL'S OWNER FOR THE SECOND TIME TRIED TO PAINT ME AS THE PROBLEM WHEN THEY WERE DISRESPECTFUL TO ME THUS THE RESPONSE TO THE DISRESPECTFUL REP. YOU'LL NOTICE THE OWNER DIDN'T COMPLAIN ABOUT MY RESPONSE TO HIM OR HIS OTHER REP.. I DIDN'T DROP THE BALL THEY DID. AND MIKE WON'T HAVE TO WORRY ABOUT FURTHER CONTACT I ONLY DEAL WITH COMPANIES THAT I'VE DETERMINED TO BE REUPTABLE, NOT QUESTIONABLE! THANK YOU FOR THE OPPORTUNITY FOR A RESPONSE I HOPE YOU AREN'T OFFENDED BY ANY OF MY RESPONSE. YOU WERE POLITE TO ME I WAS POLITE TO YOU. THAT IS HOW I WAS TAUGHT., HAVE A GREAT DAY!
Sincerely,
[redacted]

Date Sent: 12/5/2016 10:06:05 AMA company representative finally returned my call.  My order was shipped that same day and I received it the next.  This issue can be closed.Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12137835, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]