Goldsilver.BE returning damaged item

[Quicksilver]

Bellow is the email replies to several requests asking for the return and replacement of the coin.  They even say the kilo coins have no collectable value. Yet they charge high premiums on some of the coins, compared with others for sale on there site.

 

 Dear customer,

That's usual for a BU coin.
We receive the coins directly from the Mint. We never open  the capsules.
You'll find information about the difference between a BU and a proof coin on next link:


We sell several hundreds of BU kilo coins a year.

Best regards,

 

Dear customer,

Yes, indeed. You bought a BU coin from GOLDSILVER.BE.
And you were sent a BU coin. In other words a kilo silver in the shape of a coin. Nothing less, nothing more. These coins don't have  any collectable value.

The proof coin has; but it is @993€ now ( the quality is much better  than a kilo bullion coin but again not especially guaranteed flawless ).
If you're looking for flawless coins, you will have to buy top graded coins.

Best regards,
Eva
Customer service

 

 

Dear customer,

The photograph you sent is of no use, to fuzzy.

The video shows the coin corresponds to the BU standards, as per our product manager.

Best regards,
Eva
Customer service

[Oldun]

That is really out of order, in my opinion. Imagine you bought a bicycle/mountain bike from a shop new that had been banged around or any other such item. Of course they would replace the item. The mail you got is awful, arrogant and sneering. I feel very sorry for you and good luck with whatever you decide to do.  

Awful, awful company customer service and policy. Really bad.

[sovereignsteve]

It's a common problem when you buy from the cheapest, you run the risk of poor customer service. Something has to suffer when these suppliers cut margins to the bone. A gamble really, a bit like buying from ebay.

It's a personal choice whether one uses these suppliers or stick with someone who is slightly more expensive but has better customer service. I would put STG in this category.

[SilverStan]

1 minute ago, sovereignsteve said:

It's a common problem when you buy from the cheapest, you run the risk of poor customer service. Something has to suffer when these suppliers cut margins to the bone. A gamble really, a bit like buying from ebay.

It's a personal choice whether one uses these suppliers or stick with someone who is slightly more expensive but has better customer service. I would put STG in this category.

Ive been asked not to order with them until they find my last package. spent 5k with them in last 4 months. Crazy...

Its a shame STG cant get a bit closer price wise, because i agree their whole approach is generally much better.

[Gilver]

In one hand its just bullion, beautiful bullion , but in other hand if it's "just" bullion why are the premiums so high. They have buy-back and at the moment they buy-back 1 oz Maple Leaf and Philharmoniker, I wonder what would they say if we would sell them back bunch of dinged, schratched and spoted coins. This kind of behavior leads only to loss of customers.

[GoldBenj]

Personally I'd direct her this way and let see how many people have seen her response to your email as many people who frequently use Goldsilver.be may be having second thoughts if that's their attitude to customer service.

[Danny-boy]

Disgraceful response in my opinion.

I will never be using them again because of this, out of principle.

[Roy]

Dreadful service.

Compare this correspondence with the email from Zoe at HGM. 

I've always found Zoe's messages to be courteous and accurate which is why they continue to get the most of my business.

Customer service is everything. Good luck with this Quicksilver.

 

[rob121]

The way Eva talks down to you and assumes you know nothing about silver. same as Danny-boy I wont use them again out of principle.

[Quicksilver]

Thanks all

Even if a customer only spends a few quid, customer service should come first, and be a priority to sort things out if something goes wrong.

Especially if they have placed numerous orders. Spending a considerable amount of money.

After their response, I would not feel comfortable returning the bullion even if they change their mind. I will look at the positive side at least I have a kg of silver

I ordered some libertads from STG, they were cheaper than GS.BE at the time.

They will get my orders in the future.  

 

[morezone]

Looks like I won't be ordering off them again unless it's a last resort.  I've only ever made one purchase from them and I've never been keen on Yodel.  I've had a few Yodel packages go missing over the years as well as numerous damaged ones.  Luckily they've all been with large retailers who quickly resolved the issues.  I was very surprised that my first and only order took 4 days to dispatch after confirmation of receipt of funds and with all 2 items listed as in stock.  Everyone else seemed to have goods shipped within 24 hours.

I would have expected them to take back the coin and even more so when you've offered to cover the postage costs back to them.

[Stu]

19 hours ago, HelpingHands said:

I can't remember who was contacting them when they were first discovered.  Somebody here asked them twice about Yodel being unreliable and GS.be replied with all their packages are fully insured unlike STG.  

You would think that this means that they can refund/replace now and investigate later.

@SilverStan It was me, I suggested to GS.BE that they change courier from yodel as they are rubbish and their reputation is very poor. The response was exactly as above, they are fully insured unlike STG and that they have had no issues with the couriers they use. I replied to this suggesting that they may lose potential customers and additional business  from the UK due to this, citing that I knew of members from an (anonymous) forum who were reluctant to order due to this.The reply I received was something about alteririor motives and disgruntled forum members being knocked back after trying to negiotate a further discount for a group buy from GS.BE . I asked to which forum he was referring but he declined to answer. 

[fehk2001]

I am going to email them and ask them which courier are they using , if they say DHL , I will say , no thanks I am going to STG  and show them all  these lovely messages above 

[rob121]

I emailed GS.be about this forum post and she sent the following message:

Dear customer,

We're not allowed to visit forums, I'm afraid.

We know there's that one customer who wanted to return a kilo BU coin as he expected to receive a proof coin double the price instead maybe.
Is this a lack of customer service, or a customer's expectation beyond a reasonable point ?

Thanks for your message.

Best regards,
Eva
Customer service

 

if she didn't visit the forum how did she know who I'm on about, seems like a weird thing to lie about and the way she says "We know there's that one customer" comes across

as rude.

[Quicksilver]

Here is one of my emails after being told I did not purchase a proof, and told the coins had no collectable value. I only asked to return the coin for a replacement at no point did I ask for anything else or claim i purchased a proof.

 

Hi Eva

I understand what you are saying I’m a collector and I know the difference between a proof and a standard coin. If the coins have no collectable value then why is there such a high premium on some of your kilo coins?

 

I did not expect a flawless coin I just expected something of reasonable condition, not a damaged coin that has been dropped and has gouges out of the coin the coin is in awful condition with sharp edges it’s damaged,worse than a used coin.

 

 

The other kilo coin I purchased with my four orders is in very good condition.

 

All other orders from you have been in excellent condition, both I and other members of the forums have received good service until now and I am shocked at the response I have received.

 

 

I am within my rights to request a replacement and I’m requesting a replacement again. All I want is a coin that does not look like someone has thrown it across the floor or dropped it.

 

You would think it would be easier to replace the coin for a good one, rather than get bad publicity. People are already talking about my experience today on the internet forums, and waiting to see Goldsilver.BE response.

 

 

I’m shocked at the lack of customer service received. I await your response to my request for a replacement.

 

Faithfully

[TheWhiteStuff]

I have left them a 1 star negative review about my order.

 

Takes 24 hours to show.

 

The review website is linked on there website.

 

https://www.trustedshops.eu/buyerrating/info_X10849E0025ACCDBE7C3B5947CDBBBD7F.html&utm_source=shop&utm_medium=link&utm_content=trustcard&utm_campaign=trustbadge

 

Suggest anyone who has had a bad experience does the same. Maybe this will persuade them to take a little more care.

 

They don't have many 5 star reviews so any feedback will impact on there overall score.

 

Surprised how many times people mention them sending out the wrong coins. Strange that its always something cheaper than what you order... I am sure they would start caring if they accidentally shipped gold coins instead of silver.

 

I think they legally have to give you a refund or you can contact the bank to do a chargeback. Problem is the price of silver has gone up so its left you with a bit of a predicament. 

[Clens92]

General EU rules on the two-year warranty for faulty goods:

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm#!lightbox-uid-0

And Belgium specific rules:

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/belgium/index_en.htm

 

You have legal recourse; it doesn't matter what they were selling.

 

It has its (huge) faults, but EU rules and regulations on consumer protection are actually really, really good.

 

 

[TheWhiteStuff]

I would be careful with this website. It appears they used to have good customer service and the reason they stopped might be an indication they are in the red. I read about a large bullion company in america that went bankrupt and a lot of people lost there money. 

[TheWhiteStuff]

Since me and whoever else left negative reviews they have removed there account with  www.trustedshops.eu so no one else can leave negative feedback.

Even though there account is removed  they have kept the thing on there site saying they have 5 stars. 

This doesn't seem like a thing a legitimate company would do. 

 

[SilverSniper]

On 9/21/2016 at 10:55, Gilver said:

In one hand its just bullion, beautiful bullion , but in other hand if it's "just" bullion why are the premiums so high. They have buy-back and at the moment they buy-back 1 oz Maple Leaf and Philharmoniker, I wonder what would they say if we would sell them back bunch of dinged, schratched and spoted coins. This kind of behavior leads only to loss of customers.

I agree.  With a cast bar you can expect scratches and dings, as they stack them in crates/boxes metal-to-metal; but other than that there is no excuse.

[SilverPirate]

Good to see as a community of like minded people we have all stuck together on this subject.

Well done all.

[DeusB]

Well i think you are to harsh!  If one has bad experiance with them why would you impale others to ignore them?! I ordered few times from them, always prompt, fast and good service!    I am sorry to hear that you got bad silver, but as i am concerend i will still buy from them!

[GoldBenj]

Because PM is such a precise and high value market you want to be sure you're getting the best for your money, customer service is a massive part of this, being in the trade myself as a goldsmith I know the importance of this. The attitude that Goldsilver.be have had regarding this topic author's purchase is nothing short of ridiculous.

[BaldyBob]

2 hours ago, GoldBenj said:

...

Maybe, maybe not.

We are all happy customers until we are not. Right?

[DeusB]

4 minutes ago, BaldyBob said:

Maybe, maybe not.

We are all happy customers until we are not. Right?

True! i didnt have bad experiance with them! When i will i will join the club !