chard

[sovereignsteve]

Perhaps they do this as a hedge against their stock?

[Pipers]

8 hours ago, shawy2510 said:

13 hours ago, Pipers said:

It clearly states coins are sourced to order on investment bullion!

Whether it states that or not, you expect a bullion dealer to fill your order after 7 weeks right? They have also stated they still don't have any so could be a while longer.

I think they had a lot of orders on the dip, it is true it has been quite a while but I have had to wait before too.  They have been in business for a long time using this method.  If I hadn't read the terms of purchase I would of expected delivery by now. I am surprised they treated wilky sh-ty they have always been polite to me.  I am sure if you are patient you will get your coins. 

[WealdenWoodsman]

44 minutes ago, Pipers said:

I think they had a lot of orders on the dip, it is true it has been quite a while but I have had to wait before too.  They have been in business for a long time using this method.  If I hadn't read the terms of purchase I would of expected delivery by now. I am surprised they treated wilky sh-ty they have always been polite to me.  I am sure if you are patient you will get your coins. 

I feel the OP has been VERY patient, waiting well over a month for what are standard bullion coins.

[Roy]

I'm amazed that people are unable to understand the terms and conditions that are expressed in plain English that the coins will be sourced.

The price is fixed! Just like any other investment. Is the problem that you can't hold them in your hand?

I assure you that you will take delivery. The fact that secondary sovs are hard to source should provide comfort that your investment was wise.

@WealdenWoodsman, you seem to have a particular grudge against this company. Please explain?

[Pipers]

27 minutes ago, Roy said:

I'm amazed that people are unable to understand the terms and conditions that are expressed in plain English that the coins will be sourced.

The price is fixed! Just like any other investment. Is the problem that you can't hold them in your hand?

I assure you that you will take delivery. The fact that secondary sovs are hard to source should provide comfort that your investment was wise.

@WealdenWoodsman, you seem to have a particular grudge against this company. Please explain?

Thank you Roy for this easy explanation I find it hard sometimes to put what I am thinking into words. 

[WealdenWoodsman]

35 minutes ago, Roy said:

I'm amazed that people are unable to understand the terms and conditions that are expressed in plain English that the coins will be sourced.

The price is fixed! Just like any other investment. Is the problem that you can't hold them in your hand?

I assure you that you will take delivery. The fact that secondary sovs are hard to source should provide comfort that your investment was wise.

@WealdenWoodsman, you seem to have a particular grudge against this company. Please explain?

Not at all, I just like to stand up for the 'little guy' especially when the company involved has treated customers similarly in the past.

Same reason I don't use a well known supplier from Belgium.

[Roy]

Fair enough.

 

[ChardsCoinandBullionDealer]

Thank you for your feedback.

Our answer may not appease everyone on the forum but we have been selling secondary market bullion sovereigns this way for over 50 years. However, we are aware that as transactions have moved from ordering over the telephone where we can advise the customer before they place their order - to online transactions, we may have diluted our process. Secondary market bullion sovereigns are our cheapest investment sovereigns which may not always be available for immediate dispatch. We have updated our website to clearly inform whether your order is available for immediate dispatch. If you order more sovereigns than that are currently in stock, you are informed during checkout that these coins will be sourced on the secondary market. You are also updated on a regular basis as to the current status of your order. 

This process offers customers the opportunity to fix the price when the live gold price suits their requirements. If customers could only order when the secondary market sovereigns are in stock, they may miss out on a low gold price. Whether gold goes up or down, we honour the price that the gold was fixed at. If at any time a customer wishes to sell the coins we will buy them back at the current live price.

 

In this instance, the reason for the delay is due to a very large order which we are fulfilling. This has resulted in a backlog of orders sitting behind it, some of which are small quantities. We would not normally use this as an excuse as all of our customers are important and would not like to deem one to be favoured more than another. Whilst we are currently paying 100% for bullion sovereigns, there has been a slow down on customers selling sovereigns to us in the last couple of months, although this could change at any time. We have been established for over 50 years and have huge resources of bullion and collectable coins. We believe in owning physical bullion as the most secure way to protect your wealth which is why we have over 5,000 bullion products available for immediate dispatch and you are welcome to visit our showroom without an appointment. 

We are continuously reviewing our processes and appreciate the comments here as they help us to improve our service to you.

If you have read the above and you still have further questions, please call us on 01253 343081 and we will be happy to answer them.

[RoughDog]

Where a customer wants to order and wait until they are in stock, some information as to the current backlog quantity to be sourced would be useful. ?

Without it, it wouldn't really solve the current situation. ?

Someone could be waiting for 1 sovereign or 1,001 sovereigns before them, which could mean a few days ? or a few months ☹. 

[Paul]

Wednesday, 28 March 2018 to Monday, 14 May 2018 is 47 days  or  only 12.88% of 2018 !

I guess some people are happy to still live in the 1980's when we had "Please wait up to 28 days for delivery" disclaimers for mail order items in magazines. 

Very simply solved, I will vote with my feet and buy from one of your many competitors where I know if I order by 2pm I know I will get it tomorrow by 1pm tomorrow in my hand delivered

 

[WealdenWoodsman]

As expected,  another corporate response which skirts around an apology to the customer involved.

I'm fed up of the 'not my fault' mentality. Companies should take responsibility for their service and how they treat customers.

[BackyardBullion]

13 minutes ago, WealdenWoodsman said:

As expected,  another response which skirts around an apology to the customer involved.

I'm fed up of the 'not my fault' mentality. Companies should take responsibility for their service and how they treat customers.

I disagree.

I thought that @ChardLizzie 's response addressed the issue clearly and explained the process

The customers that buy these items have had every opportunity to read the T&C's about how things work so I think to blame Chards completely for this situation is not fair.

That said, Chards have owned up to the communications issues that have led to this customer dissatisfaction. They have also mentioned that their policies and practices are evolving in the future to meet the ever changing communications expectatios from an evolving e-commerce market place that demands and expects updates.

Chards could have done better in relation to this customers order, no doubt. But to suggest that this whole situation is 100% Thier fault amd that they are "skirting" around an apology is a little unfair 

What more could they have done @WealdenWoodsman to satisfy you?

 

 

 

[WealdenWoodsman]

10 minutes ago, BackyardBullion said:

I disagree.

I thought that @ChardLizzie 's response addressed the issue clearly and explained the process

The customers that buy these items have had every opportunity to read the T&C's about how things work so I think to blame Chards completely for this situation is not fair.

That said, Chards have owned up to the communications issues that have led to this customer dissatisfaction. They have also mentioned that their policies and practices are evolving in the future to meet the ever changing communications expectatios from an evolving e-commerce market place that demands and expects updates.

Chards could have done better in relation to this customers order, no doubt. But to suggest that this whole situation is 100% Thier fault amd that they are "skirting" around an apology is a little unfair 

What more could they have done @WealdenWoodsman to satisfy you?

 

 

 

I don't think I was being unfair at all. I stick by what I said because I feel it is true.

As for not being their fault that the customer has waited for well over a month for some bullion sovereigns, really? Come on.

 

 

[PansPurse]

Not wishing to comment on this particular case, but the terms and conditions argument is a troubling one. How many people dig through the T&C's of every website they use?

[BackyardBullion]

1 hour ago, PansPurse said:

Not wishing to comment on this particular case, but the terms and conditions argument is a troubling one. How many people dig through the T&C's of every website they use?

Reading all the micro T&C's maybe not - but the Chards advert has it quite easy to be read.

Ultimately it is about customer expectations Vs company communications.

This is the exact same reason why GS.be have a lot of issues. People have fallen down with them because they accept delivery of a box with a hole in it - then GS.be have no liability, or you open the box before photographing it - or filming the unboxing process.

Now, with GS.be they then have a communications issue because they tell you to get stuffed etc etc, which I am not condoning.

What more can a company do? They have sent the T&C's to the customer and they get blamed when the customer does not read them?

I have had numerous people involved in the group orders do things wrong because they don't read the original thread or the instructions in the onward payment information emails. Should I be to blame if they send the wrong amount of postage or pay via a G&S transaction instead of a F&F simply because I didn't follow up with a phone call or email to make sure they 100% have read or understood the T&C's?

People are saying they are fed up with the "it's not my fault" mentality - well why is the customer completely faultless in their eyes?

[oliversw5]

I wasn't going to add to this because I am ambivalent about this forum at best but I think I will. 

I personally think its not good enough in chards case, I am only small I fight for scraps at the bottom to make money doing what I love but regardless of terms and conditions they've dropped the ball on this case. If I couldn't source in 6 weeks Id quit because Id be embarrassed, Chards is possibly the benchmark for the UK market. It is indeed the company people like myself aspire to be like and I have blacklist of contacts that is a fraction of a fraction of a percent of theirs. Its not good enough, that customer is lost for life now and quite rightly so. 

Doesn't matter about terms and conditions if you can't do something in adequate timeframes then you shouldn't be offering the service. Just my humble opinion, I wait for people to jump down my throat.

PS i actually think Chards does a very good job, they are one of the benchmarks but they need to sort out those T and Cs or other people will happily take their market share.

[BackyardBullion]

2 minutes ago, oliversw5 said:

I wasn't going to add to this because I am ambivalent about this forum at best but I think I will. 

I personally think its not good enough in chards case, I am only small I fight for scraps at the bottom to make money doing what I love but regardless of terms and conditions they've dropped the ball on this case. If I couldn't source in 6 weeks Id quit because Id be embarrassed, Chards is possibly the benchmark for the UK market. It is indeed the company people like myself aspire to be like and I have blacklist of contacts that is a fraction of a fraction of a percent of theirs. Its not good enough, that customer is lost for life now and quite rightly so. 

Doesn't matter about terms and conditions if you can't do something in adequate timeframes then you shouldn't be offering the service. Just my humble opinion, I wait for people to jump down my throat.

PS i actually think Chards does a very good job, they are one of the benchmarks but they need to sort out those T and Cs or other people will happily take their market share.

Agree with you on this.

I should add that I also thing that taking 6 weeks to source bullion sovereigns is not good at all.

What I don't agree with is trial by forums where 100% of the blame is passed onto someone or a company that is not 100% to blame.

[PansPurse]

5 minutes ago, BackyardBullion said:

Reading all the micro T&C's maybe not - but the Chards advert has it quite easy to be read.

Ultimately it is about customer expectations Vs company communications.

This is the exact same reason why GS.be have a lot of issues. People have fallen down with them because they accept delivery of a box with a hole in it - then GS.be have no liability, or you open the box before photographing it - or filming the unboxing process.

Now, with GS.be they then have a communications issue because they tell you to get stuffed etc etc, which I am not condoning.

What more can a company do? They have sent the T&C's to the customer and they get blamed when the customer does not read them?

I have had numerous people involved bin the group orders do things wrong because they don't read the original thread or the instructions in the onward payment information emails. Should I be to blame if they send the wrong amount of postage or pay via a G&S transaction instead of a F&F simply because I didn't follow up with a phone call or email to make sure they 100% have read or understood the T&C's?

People are saying they are fed up with the "it's not my fault" mentality - well why is the customer completely faultless in their eyes?

Like I say I'm not looking to comment on this case specifically, and yes I agree there's differences in culpability depending on how clear terms and conditions are.

Although I would just comment that I genrally expect different things from companies than from individuals, so I have a lot more patience etc with the group order than if I placed an order with a bullion dealer.

[SummitSteve]

On 5/10/2018 at 16:28, wilky1 said:

Well I am very disappointed with Chard

I ordered 5 bullion grade sovereigns Back on 28th March and they have not full filled the order and refuse to credit back the payment.

Since then gold has increased in value

 

2 hours ago, ChardLizzie said:

Thank you for your feedback.

Whether gold goes up or down, we honour the price that the gold was fixed at. If at any time a customer wishes to sell the coins we will buy them back at the current live price.

 

I feel terrible that I just joined the forum this morning, and I am already breaking protocol by not introducing myself in the "new member" section first (I will do that in just a moment).

Customer says "they wont refund my money".  Business says "we will buy them back right now at current price".

Someone is not being very truthful. 

[ilovesilverireallydo]

38 minutes ago, SummitSteve said:

Customer says "they wont refund my money".  Business says "we will buy them back right now at current price".

Someone is not being very truthful. 

Just a note on the difference in price. Unless spot moved up considerably, the customer would be in loss if they sold back. 

Current price is 100% spot price, not the customer buy price.

[SummitSteve]

1 minute ago, ilovesilverireallydo said:

Just a note on the difference in price. Unless spot moved up considerably, the customer would be in loss if they sold back. 

Current price is 100% spot price, not the customer buy price.

Totally understand!!  According to Wilky:  

"I ordered 5 bullion grade sovereigns Back on 28th March and they have not full filled the order and refuse to credit back the payment. Since then gold has increased in value"

 

It was the "since then gold has increased in value" that made me wonder, and what made me scroll through the rest of the comments before adding one of my own.  I see that nobody approached/questioned the Wilky about the ACTUAL business responses when he/she asked for a return credit.  Wilky made it sound like he/she had already asked for a refund, and the business declined.  But then the business comes in and says "we'll buy it back".  

Did Chards decline to perform a refund at one point but have now changed their mind?  I guess that what was my comment was more aimed at. 

 

[Pete]

Imagine a situation where you buy say 10 full sovereigns, pay up front and don't receive for say 8 weeks.
Before you receive the coins, which you have paid for, there is a bit of intel that predicts a collapse in the price of gold.
You are currently sitting on a respectable paper gain ( not having the coins in your hand ) and with this intel you want to sell to say HGM for instant cash.
As you don't have the physical you cannot sell and you wait a while but still no coins then the price tanks and you are now sitting on a significant loss.

Maybe think twice before buying from a dealer who doesn't hold stock and ship out within a day or so.

[KDave]

But if chards have not sent out the coins when you get the tip off, you call them and sell back to them without ever even seeing the coins. Don't even need to pay postage. 

[Paul]

So x47 days is seen as totally acceptable SLA for deliivey? No thanks. I'm out!

[augur]

57 minutes ago, WealdenWoodsman said:

Exactly, there's a lot of arse licking going on here....

It is simply about a fair approach: if Eva uses your type of language, everyone is outraged – you seem to find this totally acceptable from the customers side. 

Now Chards obviously has a product that is tailored to the bottom end of the market, not unsimilar to a "preorder" or gs.be which seems to cause the confusion. The higher premium products are available, this low premium product is not always. The fact that one can place an order for low premium sovereigns at a gold price that suits one, irrespective of stock is quite appealing for investment. 

Given the waiting time is very unusual and circumstances have been exceptional in this isolated case but if gold rose and one needed the funds, Lizzie advised that they are happy to buy the order back at the going rate.

edit: talking about cleaning someone's rear end – can you imagine how dignifying it is to own up publicly to miscommunication and errors committed by others (in the company) just to please the customer?