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 Replies: 18 / Views: 5,265 |
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Valued Member
Canada
252 Posts |
Just wanted to share the worst customer service experience I have had with a coin company. I recently bought 2 rolls 2012 $1&$2 from JandM in Vancouver. Order shows up I open it and inspect my order and fortunately notice the $1 roll is 2011, I immediately call JandM, and let them know there is a mistake in the order. There is a little apprehension from the person I talk to, which I understand but that does not fix their mistake. So anyway they agree to exchange the rolls , but I have to ship back the roll secure post which cost $11.87 signed for. They take their time sending the roll back and send no confirmation they sent the roll, I send emails and get no response I phone and sit on hold for 20 mins, finally get an answer ooh that was sent last week, check the post mark does not match they date they state matches the day I phoned. Did get the 2012 roll of $1, have sent emails requesting confirmation of a credit for sending back the roll to date I have not received a reply.Here's the reply on my receipt from the Manager of JandM, coin department "It is very odd that a 2011 roll will be in a 2012 box. How ever replacement is enclosed." Not sure if I am reading too much into it, but.... the lack of response from JandM is incredibly unprofessional, and it appears that I have to eat $11.87 for their poor quality control on shipping.
Needed to rant.
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Pillar of the Community
Canada
902 Posts |
 J&M's customer service sucks. They were good at one time, but no more. |
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Pillar of the Community
Canada
572 Posts |
 Very sad and unfortunate. I hope they start making changes before it's too late. "Service, service, service!" That's how business win customers nowadays. |
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Pillar of the Community
Canada
3692 Posts |
Perhaps someone on this forum who lives in Vancouver may want to take up a customer servise job at J&M...? Hmmmm? I live too far to be flying back and forth everyday.
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Pillar of the Community
Canada
862 Posts |
Quote:
Perhaps someone on this forum who lives in Vancouver may want to take up a customer servise job at J&M...? Hmmmm? I live too far to be flying back and forth everyday. I may give it a try if I lose my job. I know their web system better than their staff. I showed them a few times how to get to the page that has the product I want  . But seems they are running low on staffs recently... |
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Valued Member
 Canada
252 Posts |
They are so focused on buying and selling bullion right now, Numismatics does not seem important.I will not be spending my money in their store agsain.
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Pillar of the Community
Canada
849 Posts |
I would order from Gatewest/Colonial as I have never had a bad experience and seem to be cheaper then JandM on most things.
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Pillar of the Community
Canada
2366 Posts |
On the other hand, I was doing well with Colonial until my last order. I had over $3k in coins coming and called up a couple of days after placing the order to ask them to add a box of 2X2's to the order (something I've done a number of times before without a problem) and was told they can no longer do that. Now they are only allowed to subtract things from orders and I would have to pay full shipping charges for the 2X2s (which is more than the price of the 2X2s!). I restrained myself from taking advantage of the opportunity to subtract all items from my order but I'll only be using them as a supplier of last resort going forward.
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Pillar of the Community
Canada
862 Posts |
I once combined 6 colonialacres orders (including 2 ebay orders) into one shipment with $6.99 shipping cost:) seems no one has ever mentioned it here, let me tell you a secret, colonialacres offers VIP status once you order more than $1k stuff in a year, the benefit is 5% off any product except bullion and sale item(after some testing, some high value gold coins do not have discount either), but all the RCM NCLT, sets, rolls, books, coin supply... 5% off doesn't matter if their price is RCM issue price |
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Pillar of the Community
Canada
572 Posts |
Thanks, SilverBug. Do we have to email them asking for the VIP membership?
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Pillar of the Community
Canada
862 Posts |
yes, you need to ask for it, that's how I found out.
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Valued Member
Canada
252 Posts |
Well JandM contacted me today, the contact stated he was away for a few days and that my credit card has been credited. So they have come through. I sent a link with my email to them to this rant.
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Pillar of the Community
Canada
862 Posts |
kuh_85: I just combined 2 colonial orders and got shipping charge once. no need to call them, just make the second order and in the instruction field tell them to combine with first order#, you should ask them for VIP state as well, I see a lot of things you buy fit qualifies 5% discount, although not much, but sometimes can offset the shipping cost
Edited by SilverBug
05/17/2012 1:05 pm
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Valued Member
United States
117 Posts |
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I would order from Gatewest/Colonial as I have never had a bad experience and seem to be cheaper then JandM on most things. I've ordered from J&M and was satisfied with their service but I completely understand your frustration. I've done a few transactions with Gatewest, their shipments took a long time to get here (NY) but they are far away. Colonial Acres will NEVER EVER get another cent from me. Their service stinks, the reps are arrogant and rude and they just outright lied to me. They sat on one of my ebay wins from them for THREE WEEKS after I paid before they shipped. As far as I am concerned, they are the scum of the earth. |
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Valued Member
United States
163 Posts |
Not sure if I would go as far as to say scum of the earth, but the way they run their site, list everything possible and wait for you to order only to pull back and say nope, out of stock or don't have it weeks later is unbelieveable. Tried to go through them for a couple of bank notes last fall and after that, never even bother to check their site anymore. Amateur hour over there.
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Valued Member
United States
117 Posts |
Quote:
Not sure if I would go as far as to say scum of the earth, but the way they run their site, list everything possible and wait for you to order only to pull back and say nope, out of stock or don't have it weeks later is unbelieveable. Tried to go through them for a couple of bank notes last fall and after that, never even bother to check their site anymore. Amateur hour over there.
They pulled that "out of stock" nonsense with me on the very first ebay auction of theirs that I won. |
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Replies: 18 / Views: 5,265 |
Posted 05/15/2012 2:49 pm
