Selling gold on spec
Ordered some gold coins about 3 weeks ago. Since they had the best one price using credit. Their customer service is awful. Plus if you try to cancel they tell you there's a 20% fee. I'll be calling my bank for a chargeback. Since the payment posted on 2/21 & they still haven't shipped.
The order number 439664 was ordered on 7/11/16. We received notification on 7/13/16 that the estimated delivery date was 7/16/16. As of today (7/19/16) UPS still has not forwarded the package to USPS for delivery. Silvertown contracts with these contractors. So whichever contractor dropped the ball. The liability falls from the top "Silver Town". Therefore we will not be doing business wth this irresponsible company. A responsible company would track the order out the door to delivery to the client. Silver Town has lost this client and the way we were treated, we won't be the last. For future clients. My we suggest to think twice before doing business with this company. There are several reputable companies in the market.
Unacceptable shipping delay/customer service
I have ordered from them several times in the past and have usually had a positive experience, however my most recent order will be my last.
It took almost a month to ship an order of gold, and the only communication I received was the combination of phone calls and emails initiated by me. After weeks of delay I was finally told that the website didn't reflect real time inventory, and they had sold all of the gold bars I had ordered. I was told it would ship soon.
At that point due to my ongoing frustration, I told them I simply wanted to cancel the order and receive a refund so I could order from a dealer who actually had the gold in stock. I was told I could cancel, but my order would be subject to a 20% restocking fee. I let them know this was ridiculous... I mean how can you possibly charge someone to restock inventory you don't even have?! That policy amounted to nothing more than a strong arm tactic to keep my payment while I was forced to wait on the shipment.
Finally I just let it go and they eventually shipped my order. It was received and in fine condition but I'll never order from them again. That's poor customer service in my opinion, and the industry is too competitive for anyone to tolerate that.