goldsilver.com

Thank you for taking the time to share this, and for being direct about it. Feedback like yours is exactly what helps us improve, even when it's critical. I want to clear up a couple of things about how the process works today, because I think some of what you're describing isn't quite matching what's happening on our end. Storage fees are only ever charged once metals have physically arrived and been checked into the vault, and only if you choose to hold them there rather than sell. If your metals are still in transit, you're not being charged storage for that time. We also offer a direct shipping label now that gets metals to the vault overnight, with check-in typically completed within 3 to 4 business days, so the timeline shouldn't be anywhere near six weeks in most cases today. On the buying side, you do still have the option to purchase immediately using ACH or a prefunded cash balance, without waiting for metals to arrive first. That said, I understand the base of your frustration: you'd rather lock in a price before shipping. That's a fair ask, and you're not alone in wanting it. It's something that our team has been actively working on changing so customers can lock in a price at home first, then ship, rather than the reverse. I don't have a firm date to share yet, but it's a major priority for us. I'm sorry the current process has left you feeling this way after being a longtime customer. I'd welcome the chance to walk through your account directly. Our team is standing by.

Hi Jerry, Thank you for the detailed feedback, and I'm sorry for the frustration this order has caused. You deserve a clear explanation, so let me walk through what happened. When you make a purchase there are two ways of doing so. Prefunding your account first, or just a straight purchase which would pull that exact amount from your bank via ACH. Looks like you may have done both. This is a known point of confusion in our funding process, and it sounds like it hit you at the worst possible time. I'm glad the duplicate was resolved once your bank reversed it, but I recognize that shouldn't have been something you had to manage on your end in the first place. On the shipment question: your order is scheduled with a release date of July 7th (due to payment clearing), so it should be moving to shipment very shortly, if it hasn't already. I know that's far slower than the 24-hour turnaround you're used to elsewhere, and I don't want to minimize that gap. It's fair feedback, and it's exactly the kind of comparison that helps us see where we need to improve. I'm sorry this second chance didn't go the way you'd hoped. If you're open to it, I'd like to have someone from our team reach out directly to make sure this order is fully resolved and to talk through the funding process so it doesn't trip you up again, whether or not you order with us in the future. Please feel free to call us at 888-319-8166. Thank you for giving us another shot, and for the honest feedback either way. Samantha

Thank you for this detailed feedback. On the login issue: We did conduct a routine deployment at the time you visited (typically scheduled during lower-traffic hours to minimize disruption to your experience). It's likely your browser loaded a cached version of the site from before the update. If this happens again, try Incognito mode first - if that works, a hard reload (Ctrl+Shift+R) should clear the cached files on your regular browser. We're sorry you hit this during off-hours; our support team is available Monday-Friday, 9-6 EST, and we'd welcome the chance to troubleshoot with you directly if needed. On hypothecation: This deserves direct clarity. That clause was added as a placeholder for a potential future lending program we're exploring - one that many clients have expressed interest in. Nothing has been built, and no client metal has been or is being hypothecated. We understand why seeing that language without context is alarming. We should have communicated this more clearly when the terms were updated, and your feedback tells us we need to do exactly that going forward We appreciate you holding us accountable on both fronts. If you'd like to discuss further, please reach out and ask for the manager. Customer Success Team

Thank you so much for that feedback Marcus. A delivery cart is an excellent suggestion. We would love to speak with you regarding your experience and try to make it right based upon your request.