Robjw

This is the beautiful wooden box my 2 x 1oz Royal Arms Platinum coins were rattling around in all the way from Belgium.
The Box is beautiful and if they hadn’t ruined my 2 pristine coins I’d be quite pleased with it.
Its pretty incompetent and not the shipping companies fault.
Personally I’m all for making PM parcels bigger than necessary as it deters casual postal theft. I’d never dream of leaving 2 coins to rattle around inside a box like this, would you?

It was the absolute lack of ANY kind of customer service in my experience. Mistakes happen, I empathise with that wholeheartedly. They ignored my messages, emails and claimed to not speak English when I finally got through to someone on the phone. They just seemed to hope I’d give up and go away. 
(Just for the record I was extremely polite and very British in all my dealings with them. Maybe I should have made a fuss, perhaps I may have gotten further that way?)
Its the best part of £2000, I don’t know about you, I cannot afford to let that slide and hope my business would survive.
The packaging was simply amateur and the whole reason both coins were delivered ruined. 
I guess as long as nothing goes wrong you’ll be fine. I wouldn’t recommend spending more than you can afford to lose however because if something does go wrong, you’re on you own.

Shiny silver Owls are here.
 only 2 days since transfer completed.
Not bad.
just hope those are silver coins :-)
 

 

UPS package on its way - should arrive today - fingers crossed.
will notify you all after the inspection of goods (if arrived).

brother, I can understand your frustration. 
It is a lot of money.  Hopefully this thing will get solved soon.
I trust the uk.trustpilot review score as someone else has suggested.

You have hit the nail on the head,  it’s the complete lack of customer service that is the deal breaker here. If they had only bothered to reply to any of the 5 messages and email I sent, a sorry and please return for a refund, I would probably kept them as it was a lot of hassle. 
The ‘stick your head in the sand’ approach to customers issues is a RED light to me. It’s a shame as I’d love to use again, however I’m not one to risk money unnecessarily.

Thought it would only be fair to let everyone know that my order arrived as scheduled though I will still be cautious when considering an order with GB.BE in the future. Really do hope you get things resolved @Robjw

Ive been looking into it and it seems like I have very little options open to me on this one. My bank put me through to a specialist on these things and they explained that being a international purchase done via direct bank transfer makes it extremely difficult to take court action against them unless I plan on spending a huge amount of money. The other issues are the seller has proof of dispatch so in legal terms did what they promised in our contract, I paid they dispatched via courier. Then the last issue is UPS are at fault and while the seller should raise a dispute they dont legally need to.
Then on fraud, the police said the tracking says received by Robert and there is no signature so does not count as fraud, if there was a signature they might of been able to raise it but they suggested I contact UPS tell them to investigate.
So basically its an expensive lesson.

GOLDSILVER.BE PRECIOUS METALS <INFO@GOLDSILVER.BE> Tue 04/08/2020 11:10 STOP IT  now !
How many times do we have to say UPS is doing its job ?
To be very clear :  we really doubt you did not receive the parcel.  We are even convinced you have it but try to cheat us because you noticed some wrong information shown on the UPS site.
You're not the first to try this.
Liam
 
Rob Walker Tue 04/08/2020 12:12   You're the most unhelpful company I've ever dealt with and it's disgusting.
  You are disgusting, you repeating it's been delivered when it I've told you already it has not, is useless.
  I am raising a claim with my bank now, I will continue to press UPS on this and I will continue to email you until you either provide the item I paid for or refund me.
  You are a scummy company and what makes it worse is that it really doesn't effect you at all to raise a claim and have UPS explain what has happened.
  Both you and UPS confirmed it was delayed and that's why it was not delivered on Friday so how on earth l can you then claim it was delivered Friday.
  All I can say is you are scum!
  Take a second, think about this from my point of view, just for one minute stop and think about if you were in my shoes.
  You pay £1600+ for a coin, the company sends it but the courier has issues with the delivery, you're of course nervous about this because you're paid £1600 for this from a company you've never used before.
  You contact both the courier and the company  you bought the time from and BOTH confirm the package is delayed but due for delivery that day or the next.
  Then not an hour later the tracking updates and says it was delivered 3 days prior, then the company just washes their hands of the problem calling you a lair and refusing to raise a claim with the courier.
  What would you think, would you just accept a loss of £1600, no way in hell would you.
  What makes this worse is you refusing to raise an official claim for this, there is no logical reason for you to refuse this unless of course you have something to hide or have done something wrong yourself.
  If I am a seller and my customer says I've not received an item I immediately contact the courier and demand to know where my customers item is and if they can't help I raise a claim and get my money back, I then contact my customer and say I'm extremely sorry for the issues, would you like me to refund you or send a replacement, getting the money back from the courier.
  What I do NOT do is call my customer a liar and be as unhelpful as I can, even accuse them of trying to scam me because that's just disgusting.
  Just to clarify once again, the package was not delivered, there is no signature (was not signed for, no proof of delivery, no driver has come back despite me requesting it and both you and UPS confirmed it was delayed)
  Not really sure what else a intelligent human being needs to understand there is something wrong with UPS here.
  Get Outlook for Android  
They are claiming UPS has done their investigation but I have called UPS again today and they have confirmed no claim or investigation as been raised by goldsilver.be, they have now raised this issue to their resolution team with a manager and will attempt to reach out to goldsilver.be and ask if they have permission to raise a claim.
They are the scum, the bank have raised a seller buyer dispute for me but say because it seems to be a courier issue and a direct bank transfer it will ultimately get rejected but the woman said raise it anyway and see if it adds pressure on the company to do something.
Looks like I have to swallow a loss on this one but hopefully the thread will provide caution to those who are planning to buy from them, use a credit card and protect yourself or my advise skip these altogether.

I was so tempted with those older pandas they have in stock.
But I don't dare to buy from them. Instead ordered different years from the friendly reputable dealer in Birmingham.
Sounds to me gs.be is one to avoid !!

I am sorry to read these bad experiences with GSBE. On the other side, to balance things, I must say that I am customer since 5 years and have more than 100 orders with them, and even if the communication is not always good (I also have had worries from time to time). Everything is fine for me and I have never had a glitch with them. They also explained me that a lot of restructuration has been made with a scale change and is not always easy to manage these changes with the daily imperatives. 
I understand that we can feel forsaken sometimes. We spent a lot on our hard earn  money and it is difficult to understand that a company could behave like this and not take care about our  legitimate worries.  Hopefully, the OP will get his problem sorted out

I feel for you and hope you get your problem resolved.
I've had bad service from them but fortunately not out of pocket as I cancelled everything (many months ago).
See https://uk.trustpilot.com/review/goldsilver.be
Out of 33 reviews, 45% are excellent and 48% are bad.
I can't help thinking the bad ones are all genuine and the excellent ones are people who work for them (or maybe their relatives).
Good luck.

Goldsilver.be is a very sick company.....

@Robjw sorry hear about all the issues you are having I feel for you and hope this gets resolved. I have used GS.be on half dozen occasions between July 2018 when I started stacking PMs and my last order with them was October 2019. Fortunately never had an issue but not had the need to contact them. So many stories about GS.be decided in part to change my strategy and focus on buying Gold instead of Silver from reputable dealers/forum members in the UK. I re-call incident GS.be delivered a group order worth tens of thousands pounds to the wrong address. Many occasions issue with the coin(s) or orders vaulted when requested parts were missing posted on the forum.
During this Pandemic only rely on Royal Mail special delivery (been a few issues using this service as well). Royal Mail 1st class signed for lost one of my parcels sent to eBay customer worth £150 in Silver and because PMs not covered by thisservice lost the full amount and had to refund the customer. Pleasant emails over six week period between myself as the seller and eBay customer patiently waiting for a parcel never showed up. In the end I refunded total amount and fairly certain somebody at Royal Mail had light fingers.
The customer agreed if it ever showed up in the future he would send the money back to myself via PayPal. Trust major component to bullion industry and IMHO GS.be lost it a long time ago.

Shocking. 🤬

Ive been looking into it and it seems like I have very little options open to me on this one. My bank put me through to a specialist on these things and they explained that being a international purchase done via direct bank transfer makes it extremely difficult to take court action against them unless I plan on spending a huge amount of money. The other issues are the seller has proof of dispatch so in legal terms did what they promised in our contract, I paid they dispatched via courier. Then the last issue is UPS are at fault and while the seller should raise a dispute they dont legally need to.
Then on fraud, the police said the tracking says received by Robert and there is no signature so does not count as fraud, if there was a signature they might of been able to raise it but they suggested I contact UPS tell them to investigate.
So basically its an expensive lesson.

Think its time for some legal action, if only to spike them in to action. I cannot understand why a trader would dismiss a problem so lightly, insisting the delivery is good, to the detriment of their own reputation.  

Feel for you here mate.
I've had a few high value orders from GS>BE in the past few years. They've all arrived safely but were either delivered by Yodel 😬 or Fed-ex. I think there's a good chance UPS have sub-contracted out your delivery which may be the source of the problem.
You've done the right thing alerting everyone to GS.BE customer care. Trust and reliability is pretty fundamental in the  precious metals business. I wouldn't use them again.
Hope it turns up or you get a refund. 

Called UPS again today, goldsilver.be have yet to file a claim on their system and without the sender filing the claim there is nothing they can do as I don't hold all the sender related details to log it myself.
Spoke to the police and they said its not really anything to do with them as it's a civil dispute, best to contact my bank.
 
Bank contacted and as it's a direct bank transfer they said it will be difficult if not impossible to refund the money, they said wait till the UPS attempts of a claim has run its course then contact them back of it's not resolved to see what they can do if anything.
 
At the mercy of goldsilver.be
 
 

Called UPS again today, goldsilver.be have yet to file a claim on their system and without the sender filing the claim there is nothing they can do as I don't hold all the sender related details to log it myself.
Spoke to the police and they said its not really anything to do with them as it's a civil dispute, best to contact my bank.
 
Bank contacted and as it's a direct bank transfer they said it will be difficult if not impossible to refund the money, they said wait till the UPS attempts of a claim has run its course then contact them back of it's not resolved to see what they can do if anything.
 
At the mercy of goldsilver.be
 
 

Called UPS again today, goldsilver.be have yet to file a claim on their system and without the sender filing the claim there is nothing they can do as I don't hold all the sender related details to log it myself.
Spoke to the police and they said its not really anything to do with them as it's a civil dispute, best to contact my bank.
 
Bank contacted and as it's a direct bank transfer they said it will be difficult if not impossible to refund the money, they said wait till the UPS attempts of a claim has run its course then contact them back of it's not resolved to see what they can do if anything.
 
At the mercy of goldsilver.be
 
 

Thank you, I hope so too, sort of kicking myself that I didnt pay the extra 4% to use a credit card and would of had more robust ways to get it resolved. If people must order from them, a coin you cant get anywhere else I would use a credit card to protect yourself but it adds a cost sadly.
 
Just not acceptable for the amount of money you spend with them, while I know we are a drop in the ocean to their business but the drops will soon start to add up. I hope they resolved the issue for you.
Thanks and its such a shame to because if the coin was delivered when it was meant to be, that would of been next day delivery (which I was really shocked about but thinking about it now maybe this was part of the issue with tracking hmmm) they have good stock of items you cant find other places too at a decent price.
I still think it is a UPS issue more than goldsilver.be but then they have really shot themselves in the foot with how they have dealt with it all, if they were polite and helpful in the replies I would of been happy to place orders again chalking it up to courier issues.
 
I spoke to UPS yesterday and they said goldsilver.be havnt even logged a claim yet but interestingly they also stated that UPS have been sub contracting out deliveries in areas and they think that may of been the case with mine, which they think has caused issue with the tracking system.

I must admit that since this has happened To Rob I’m not placing any orders with them until they sort themselves out. I’ve got an order of thankfully. Only capsules which I bought and paid for last Friday which is still in the processing fase which is very unusual in my past experience. Shame for them as I wanted to order 4oz of gold from them today but I’ve certainly got cold feet about them as a company. And yes there customer service is terrible. I’ve managed to speak to a woman called Christine and a bloke called Derrick in the past. Surely they can’t be running the place between themselves. Thank goodness I only have a 120 pounds with them and not 6 grand + I was going to spend today. I don’t even think it’s their loss as I’m probably a little fish in the gold game for them. I hope you get this resolved happily Rob.🙏🏻

There customer service is non existent. I had 2 Platinum 1oz coins arrived scratched due to their poor shipping. Their  tactic was to try their very best to ignore the problem.
The packaging was so amateur. 2 coins rattling around in a large, old fashioned wooden Monster Box. The box was actually beautiful but overkill. Just tragic that they couldn’t be bothered to wrap each coin up?! Bizarre.
Sh@t happens, we all make mistakes. Trying to ignore such a problem is just silly. 
Like you gents I won’t be using them again and they could easily have had tens of thousands of pounds worth of business this year alone.

There have been so many similar stories like this on the forum in the 2 years I've been here. I've been so tempted myself to place an order with them because they do stock some nice coins that no one else does but these stories put me off. I do sincerely hope your coins turn up and thank you for sharing this as hopefully it will lead to people avoiding them and not having this headache themselves in the future.