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The Coin Vault Response Mrs. D. purchased a 2015 4-piece Gold Eagle set in an NGC MS70 FDI on our stretch pay option for 2 payments of $1,799.50 in February of 2015. The Coin Vault originally aired on Shop at Home where it developed a reputation of providing quality coins and collectibles, superior service, and affordable prices. Unlike the large TV shopping networks, that occasionally feature coins, The Coin Vault specializes in just one area, providing quality coins and currency to collectors. Why trade with icoin-Vault? We define the word 'Vault' through our process. Easy and swift to withdraw, yet secure for any transaction. . COVID-19 NOTICE TO OUR VALUED CUSTOMERS. Our utmost concern is the public’s health and safety. As part of our commitment to protect the public and our patrons, ALL store visits will be by appointment only. To book please call 902-434-1853. Updated Store Hours: Monday to Friday 10:00 am to 3:00 pm Saturday.
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Better Business bureau ; The Merchant called me a liar through our email and I am still waiting for the information I will never ever work with them again ever Regards, [redacted] ***
From: Leah W*** Sent: Monday, December 19, 5:PM To: info Subject: Response To Case ID *** To Whom It May Concern, Our customer *** *** placed an order on September, 8th, The order was received on September 15th, At The Coin Vault we
have a day money back guaranteeWe ask all customers to examine their purchase and contact us within days from the date that they receive their order with any questions or concernsDuring the day return policy we are happy to set up returns for exchange or refund*** contacted our Customer Service department on December 14th, stating that their was a 'gash' on the coinAt this point our Customer Service representative advised *** that it was almost months past the return period and that we would not be able to offer an exchange or refund at this timeAfter receiving this complaint I have decided to accept this item back for a refund against our policy this one timeThe customer has been contacted and a message has been left to please return our callWe are willing to offer the desired settlement to this customerAs soon as the customer contacts back we will set up a return merchandise authorization number and send a prepaid label to retrieve the product for a full refundIt has been noted in this customers account that this will be a one time solution and that any further purchases from our company should be inspected immediately and the customer will need to contact us within the day return period for any return optionsI hope this solution will satisfy our customer as we appreciate *** ***'s businessThank you and have a nice day. Thank you, Leah W*** The Coin Vault Manager Direct Line: 765-595-Fax Line: 765-584-Toll-Free: 800-655-www.TheCoinVault.com
To Whom It Mat Concern,Mr*** placed an order on June 8th, We ask that all of our customers allow up to business days for order processingMr*** sent his first email to our Customer Service department on June 22nd ( the 10th business day) Mr *** stated in that email that all
coin dealers big and small ship their product within 24-hours and that he did not want to hear that kind of nonsense (in his words) that we were busy fulfilling other orders for customersAt this time I responded letting the customer know what our shipping policy is and where he can find it online posted that we ask up to business days for order processingThe customer responded asking if the coin was at our warehouse at this timeI did advise him that we were waiting on the coins from our vendor and I asked him to please allow the full processing time for his order to be assigned a tracking numberThe customer responded stating that he did not want to hear that nonsense (again in his words) and then he proceeded to tell me that we do not have thousands of orders to fillHe stated that our company would not be in business if everyone knew about other bullion dealers and their shipping timeHe advised me that not one single TV coin show is honest and that we are losing moneyOn June 23rd, I advised the customer that I placed a cancellation on his orderBased upon his email I felt that we would not be able to satisfy him with our shipping policy and he made it very clear that he would be better satisfied by ordering online with a different company that can ensure that their product would ship to him within 24-hoursI issued a full refund back to his method of payment on 6/23/Unfortunately, The Coin Vault cannot commit to orders being shipped in that amount of time. We work with 100’s of vendors across the country and the world for that matter and the reason we do that is to bring customers the mostdiverse product mix available anywhere and at the lowest possible price. Unfortunately, sometimes that extends our shipping times on some products so we always quote business days just to make sure that in the rare occasion that it does take that long that we are setting the right expectation but in fact to 90% of our items ship within daysLeah W***The Coin Vault Manager
From: Leah W*** Sent: Tuesday, January 3, 5:PM To: info Subject: Revdex.com COMPLAINT *** To Whom It May Concern, Mr*** called in to request a cancellation on order *** on Tuesday December 20th, at approximately 2:pmThe order
was already received by the shipping department and the invoice was printedAfter the invoice prints it is taken to the shipping line to be packagedWhen a cancellation request comes in the customer requests it through our Customer Service departmentOur Customer Service department then emails the request to our fulfillment staffOnce the fulfillment staff receives the cancellation request they then attempt to track down the printed order while searching through thousands of other ordersOnce the order has been retrieved the accounting department is notified of the cancellation and then the refund is processedThis refund was processed on Tuesday, December 27th, After the refund is processed the Customer Service department is notified so that they can make contact with the customerI would also like to advise that between the months of November and January our order intake multiples and the volume of orders that we process increases making it that much more difficult to locate a printed order for cancellationThe turnaround on this cancellation request took business daysThat time frame is acceptable to the Coin VaultMr*** should anticipate any future cancellations with our company to take up to business days before the refund is processed. -- Thank you, Leah W*** The Coin Vault Manager
To Whom It May Concern,Mr*** did place an order with our company on 10/17/We ask that all of our customers allow up to business days for order processing and to have tracking assigned to their packageTracking was assigned on 10/19/ahead of scheduleThe customer did have many concerns
and was frustrated with the mail courier as the tracking showed that the package was received by USPS on 10/23/When the customer spoke to our Customer Service Representative here at The Coin Vault on 10/26/he was very upset and expressing that to our representativeOur representative was trying to explain that the mail courier was responsible for the package after it left our facilityThe customer ended the phone call with our representative before they could come to an understanding that an investigation needed to be started on this packageThe customer then emailed us and was very unhappy with the conversation that took place with our representativeI apologized for the confusion as our representative was not able to notate the account because prior to the phone call being disconnected on the customer's end she was not able to pull him up in our system to make notes on the situationI started an investigation on 10/26/with the postal serviceWe sent a Parcel Claims Form to the customer to sign on 10/27/As of today the tracking information shows that the original package is now out for delivery today on the 10th business dayI am waiting on a response from the customer to confirm that he receives the package todayI have reached out by email this morning to let him know that it should be delivered todayIf in fact the customer does not receive the original package we will continue the investigation and make sure to satisfy this customer by finding a resolution to this shipping issue.Thank you for your time.Leah W***
Mr*** *** placed an order with The Coin Vault on August 3rd, at 10:44:pmOrder TCV-*** in which he referenced in his complaintI have reviewed the phone call and this customer was informed that we ask that he allow 5-business days for shipment processingMr *** order
was shipped out on 8/14/which is within our shipment time frameI have attached the tracking information that shows we delivered the product to the address on file on 8/18/ at 4:pm and signed by ***We have no record of this customer contacting our Customer Service department to even inquire about this orderPlease help The Coin Vault resolve this invalid complaint
RevDex.com ; The Merchant called me a liar through our email and I am still waiting for the information I will never ever work with them again ever.
Regards,
[redacted]
Coin Vault Log
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] As I stated before all lie's, they only admitted the truth after I sent many emails to complain. And tell them I know all the facts, it seems they only want customers who will only beleive what they tell them. As I said before I am also going to file a complaint with the Federal Trade commission on this company.
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