Kitco Metals Inc.

Hi Robert, thanks for being upfront with us. We know this has taken longer than it should have, and we’re sorry our communication wasn’t as clear as it needed to be. Your transaction is moving forward and hasn’t been overlooked. We’ve also fixed the automated shipment message to avoid any more confusion. We’ll keep a close eye on things and send you a personal update as soon as everything is finalized. We really appreciate you taking the time to speak with our supervisors, and we genuinely value your patience while we get this resolved.

We're sorry to hear about your experience and understand how frustrating this must feel, especially after waiting this long. That’s not the level of service we aim to provide. We’ve been facing record demand and a significant increase in volume, and our team has been working around the clock to move things forward as quickly as possible. That said, we should have communicated more proactively throughout the process. We’ve requested your contact details, and we’d appreciate the opportunity to review your order and provide an update.

Thanks for sharing your feedback, Gerald. We know it’s stressful waiting on a payment when updates are slow to come through, and we’re sorry our communication hasn’t been as quick as it usually is. We've been much busier than expected lately, which has slowed down our processing times more than we’d like. Our team is working hard to clear the backlog and get things back to normal. We’ve sent you a direct message so we can look into your order right away and get this sorted for you.

Thanks for sharing your feedback, Jay. We know waiting longer than expected for a payment isn’t a great experience, especially without clear updates. We’ve been managing much higher volumes lately, which has slowed down our usual timing, and we apologize for the delay. We want to get this sorted out for you as quickly as possible. We’ve requested your contact details so we can review your transaction and provide a direct update right away.

Thank you for sharing your thoughts. The market has been moving very quickly lately, and we know that can raise a few questions. Being clear and upfront with our customers is really important to us. With the recent surge in demand, we adjusted our minimum buyback order size so we can continue delivering the high level of service our customers expect. These same market conditions can also impact shipping timelines and premiums, since pricing is tied to live market activity. For Kitco Pool accounts, every ounce is fully backed by physical metal. You can learn more about how Pool accounts work here: https://online.kitco.com/faq/kitco-pool-accounts. We also send a short survey after each transaction so customers can share their experience with us. And if you ever have questions or want to talk something through directly, our team is always happy to help.

Thank you for taking the time to share your feedback. We’re sorry to hear that this was your experience. Transparency is really important to us, and our pricing is always based on live market rates. During periods of unusually high demand, processing times can sometimes take a bit longer than expected. Our team has asked for your details so we can review the transaction and follow up with you directly.

Thank you for sharing this. We’re sorry for the delay and understand your concern. Our team is on top of this and will be reaching out shortly with an update.

Thanks for letting us know, Steven. We’re really sorry the online sale process wasn’t as smooth as it should have been. We’ve been seeing historically high volume lately, which can sometimes impact site performance. We’ve shared this with our team, and we’re here if you need a hand with anything.

Thanks for reaching out, Nancie. We’ve been dealing with unusually high demand, so processing can take a bit longer than normal, but orders are still moving and getting shipped out. It looks like your order is on the way, so please keep an eye on your inbox for shipping updates. Thanks again for taking the time to speak with us.

Thank you for taking the time to leave this review, Michael. We’re sorry to hear about the experience you had, and we appreciate you taking the time to speak with us so we could go through your concerns together. To keep things accurate and transparent, our team carefully tests and inspects all metals we receive. We’ll stay in touch with you as we move through the next steps, and if any questions come up along the way, we’re always here to help.

Thank you for sharing your feedback, George. We’re sorry for the delays you experienced with payment and communication. During periods of exceptional market activity, transaction volumes can be higher than usual, which may impact processing timelines. We appreciate you taking the time to speak with us and go over your sell order together. If you have any further questions, please don’t hesitate to reach out.

Thank you for your feedback, Dave, and we’re sorry for the delay with your payment. When markets are experiencing historic demand, higher transaction volumes can sometimes slow processing. We appreciate you taking the time to speak with us, and after reviewing your sell order together, we’ll make sure everything is resolved. Please don’t hesitate to reach out if you have any questions.

Thank you for sharing your feedback, Marie-France. We appreciate you taking the time to recognize Carlos. We’re glad to hear he was patient, attentive, and professional throughout your experience, and that his explanations were clear and respectful. We’ll be sure to share your kind words with Carlos and our team.

Thank you for sharing this, Steve. Due to exceptional market activity, we’re currently experiencing very high call volumes, and the recent holidays have also contributed to shipping delays. We appreciate you taking the time to speak with us today. Your order has been prioritized, and we’ll continue to stay in contact with you as we work through this.

Thank you for sharing your experience, Kelly. We’re sorry the selling process felt difficult and took longer than expected. We know timing and communication matter, and we’re working on improving both. We would appreciate the opportunity to look into this further, please feel free to email us at [email protected] and mention your Trustpilot review so we can assist you directly.

Thank you for your feedback, Vikas. We’re happy to hear you had a great experience with our service and online platform.

Thank you for sharing your experience, Gary. We’re glad to know Carlos was able to guide you through the process and make everything clear and easy. We appreciate your kind words and the confidence you place in our team.

We appreciate you taking the time to share your experience with us. We’re sorry for any inconvenience and grateful for the chance to speak with you. We’re glad we could help address your concerns and will continue to stay in touch until the transaction is complete.

Thank you for bringing this to our attention. We’re sorry for the inconvenience and want to assure you that our team will be reaching out to review the details of your transaction and provide you with an update. The security of our customers’ accounts is a top priority, and we’ll go over available options together to hopefully address your concerns. At this time, international payments are limited to bank wires, but please know that we’re actively working on expanding and improving the payment options we can offer.

Thank you for sharing your experience. We’re glad to hear Carlos guided you through everything so smoothly and that your call went flawlessly. We’ll be sure to share your kind words with him.