APMEX

I submitted a collection of silver (14+) items to your company after conducting due diligence to confirm authenticity. Each piece was stamped S925 and was independently tested using two separate silver testing kits purchased from both a major online retailer and a national brick-and-mortar store.

All items tested consistent with sterling silver prior to shipment.

After sending the items, I received no communication for approximately nine weeks. During that time, I made four separate attempts to obtain a status update, none of which were meaningfully addressed.

Only after this extended delay was I informed that two of 14 pieces in my shipment were allegedly silver-plated and therefore ineligible for processing. I was further told that, as a result, the entire lotincluding the eleven items your company deemed authentic sterling silverwould be returned to me. I was given no prior notice of this policy.

I explicitly requested that the items identified as plated be returned to me while proceeding with processing of the confirmed sterling silver pieces.

This request was denied without explanation.

My follow-up questionseeking a rationale for why partial processing was not possiblewas disregarded.

At no point was I provided with documentation, test results, or a clear methodology supporting your determination that certain items were plated rather than solid sterling silver. Given that each piece was marked S925 and passed independent testing prior to shipment, this conclusion is both unexpected and unsupported.

The handling of this matter raises several concerns:The lack of timely communication (nine-week delay with no proactive updates)The absence of transparency in testing or verification methodsThe refusal to process clearly authenticated items within the same shipmentThe failure to address direct, reasonable questions regarding your policies

As a result, I have filed a formal complaint with the Better Business Bureau and am in the process of submitting a complaint to the Federal Trade Commission.

I am requesting the following: 1.A detailed explanation of your testing procedures and the basis for determining that certain items were plated 2.Clarification of the policy requiring entire shipments to be rejected rather than partially processed 3.Reconsideration of your decision, including the option to process the items you have already identified as genuine sterling silver

This situation reflects not only a dispute over material classification but also a breakdown in communication and customer handling that warrants formal review.

Photo is of testing kit to ensure all silver sent in was S295 certified

APMEX sent me a defective gem proof. The reason collectors buy gem proofs is specifically for the way they look.

My coin was ruined by a sharp tool or knife. Have I received subpar coins in the past? Yes, but never on gem proofs. So my overall satisfaction was good, and I had planned on continuing at least one order per month.

However, upon requesting my one and only exchange/return, I was lied to by CS from the start. CS claimed they put away an exchange when a customer requests an exchange. I spoke with at least two more CS reps who told me the same thing after they had my return for over three weeks. I even sent two or three emails to remind them this is an exchange, which all my emails were unanswered.

Finally, after three weeks of them having my return, I received an email from Mary Baty who simply said, 'We processed your return; no exchange is currently in stock, so we issued you a store credit.' I emailed Mary, but of course, she never responded even up to today. So I was angry and asked for a supervisor, and I got an extremely sarcastic, unprofessional, lying male named Snake Oil Sam. I demanded an immediate credit back to my original form of payment. I told him of my experiences and advised him I wouldn't be doing business because of all the lies.

Sam snarked, 'You will.' He claimed he issued a credit back to my original payment. I checked the next day; the credit was not there. I called back Sam, who said I had no right to tell his CS agents about how I was repeatedly lied to, and he said, though he could have issued me an instant credit when we spoke a day earlier, he decided not to because my call was escalated. So basically, my entire CS service experience was lies and games.

??? I did report this fraud to the BBB and AG office, and I encourage others to do the same.

I have been a customer of Apmex for over 20 years although it has probably been 10 since I've bought anything from them, reason being that when I attempted to do a buyback (sale) about 8 years ago the offer price was SO low that I was insulted by their meager offer.
A month ago I contacted Apmex regarding a large collection of coins from my late father's estate. There were many unusual items including world coins, ancient coins and a number of PCGS and NGC graded coins, as well as some commemorative sets.

I furnished many photos and descriptions and followed up with several phone calls. Eventually I was put in touch with a "specialist" whom I contacted several times to provide additional photos to assist them in their bid.
My emails and calls now go unanswered and I have since given up on getting a response. I will not mention the name of the individual because I do not want to cause any problems for them directly but the total lack of service and disregard is unacceptable. Fortunealty, there are other more reputable and professional companies out there who will be happy to get my business.

After this last experience, I will continue to be an EX customer of Apmex.

Yes, they are one of the largest, if not THE largest online retail coin companies but their buyback department has been a complete disappointment.
As a buyer I give Apmex a high score. I have never had a problem with an order, product quality or delivery but I absolutely do NOT recommend or endorse their buyback program.