The 1 star Google review we deserved...

[@BullionNow]

We recently received our first negative Google review (bit.ly/2Gd9lUf) ... and we completely deserved it. Michael explains. Buy your favourite gold and silver bullion from your favourite bullion dealer at www.bullionnow.com.au/store

[@ambientthinker8457]

...aaaand that's why we appreciate BullionNow so much! Honesty, Transparency & Integrity. Try to put a spot price on that - you can't.

[@BullionNow]

Thanks A.T :)

[@nathanhynes5321]

The fact that you publicly addressed this shows the dedication the team has to customer service, good work guys!

[@jonnaughton]

Only thing I’ll add is that I hope that Bullionnow reached out to the customer who posted the negative review and fixed the problem. Aside from that, I agree with Nathan 100%

[@lookatmeeeee1]

I love it. Once again you have taken ownership of the problem and working on it. No excuses. You do a great job mate

[@billkats5432]

Running a business is all about continuous improvement.. accepting the issue and addressing it is what its all about . You have my continuous support

[@BullionNow]

Thanks Bill!

[@nowweride3094]

The fact is you recognized the problem your business was having and addressed the problem and try to satisfy your customers complaint just goes to show the fantastic service and customer satisfaction you strive to give... good for you!

[@BullionNow]

Thanks :)

[@davidbentley916]

Great video… continuous improvement is what makes a great business…. well done …. Keep up the great work…

[@petergracemeguide1280]

This honesty and knowledge of how busy you guys are, is why I buy and recommend BULLION NOW to my friends of the WORLD. Keep it up

[@BullionNow]

Much appreciated!

[@Tony-de4px]

just stay open and keep the good deals coming .happy with the service ..you're services have been really good during the lock down

[@Andomaca1]

This is the perfect way to respond to a bad review, Step 1, own it, step 2 actively take action to improve. Slow communication would be BN's only flaw. Im very happy you are addressing it. I would like to stress that I think you and your team are the best bullion dealers in the lower hemisphere. As a regular customer, thank you for always striving to be better :)

[@BullionNow]

Thanks mate :)

[@terrywalters9400]

You're a business. You're not perfect and neither are customers. Don't stress about a bad review. :)

[@TheMidnightGardener13]

And yet I have always received everything I needed and got more help then I could have even hoped for from Bullion Now. 6 Stars out of 5!

[@evankelly2459]

Me to awsome company.not one single complante

[@bevelnut]

Well done Mike, I'm sure Sam will add value to what you do and make a great business better. You are on a winner with a customer focus like that. Good luck to you and the Bullion Now team.

[@BullionNow]

Thanks 👍

[@MagmaTheCreeper]

Only one bad review, and the review is only one small part of Bullion Now. I think you guys should be proud and to keep up the great work you are doing

[@andrewkromar7707]

Keep up the great videos. They put a smile on my face. Bullion Now are a great team. Respect.

[@lancewatson2839]

That video alone is the reason why I will only deal with you blokes. Genuine and honest

[@BullionNow]

Appreciate it Lance :)

[@TheTorkerman]

I always thought the email was delay was just because you were so darn busy, and you know what, I am ok with that. A healthy bullion dealer is a long term partner! Thanks to all the Bullion Now team!

[@Snaerffer]

Love your style. I will buy from you now because of this video ... you are a solid business that will grow and grow.

[@lamduyductruong7006]

Hey Mike, thanks for this video. I know you guys doing great job. I didn't have a chance to speak with you when I were at the store two weeks ago to pick up my Ox coin. Will see you guys again soon. Cheers. Lam.

[@spacspac2]

Respect this, respect this alot. Saw your flaws and own up to them, and enedver yto fix them and do better. if only we had politicians like you guys.

[@BullionNow]

Thanks Xi!

[@lizp2367]

Looking forward to making an appointment to come in and pick up my orders, you guys are the best 😀

[@theredknight4778]

I ordered from you guys earlier in the year and instead of getting my two kookaburras I instead got two kangaroo silver bullion coins. I did send an email about it when I received the parcel but also got no response. I thought i’d let you know on this video as this is what the video was about. Not disappointed though as I did get them fairly cheap but thought i’d share it with you guys just to let bullion now now.

[@Jayken96]

Wooop wooop!!! Sammy boii! Everyday I see the work Bullion Now does and I am constantly impressed. Emails are a bitch to reply to anyway. So guys, please don't stress too much. Much Love, keeping smashing it guys.

[@BullionNow]

Thanks!

[@InvestingforKids]

It’s always going to happen at some point! You guys are working SUPER hard, no one likes late replies but there’s not much you guys can do! Keep up the INCREDIBLE store, you guys are yes a great store but first and more importantly great people. Micheal, Joe and Ruben in the vids and at the store, Katie and Sylvia on the phone and so many more. Thanks for making investing such an easy process, even if it’s something like 99% of the time, or should I say ‘9999’ fine.

[@BullionNow]

Appreciate your support Ethan :)

[@hilariousfool9742]

No way, you guys are solid as a business, I've received packages from you guys that have always been beyond expectation, in all aspects.

[@BullionNow]

Thanks :)

[@evankelly2459]

My answer to that is maby they are crazy busy and if it's super important just call them like I did.it took 4sec for them to answer the phone.beats waiting 4 days. 1 star for no email reply is a bit rough, lost money or goods I could understand.and being covid times nothing is running at %100.

[@jeff3745]

Good on ya Michael - big thumbs up to you guys acknowledging an issue and admitting there’s a problem...........usually everyone just tries to cover it up...........I am a very recent buyer of gold from Bullion now for the first time.........I found your video series a wonderful way to learn about your business and I recommend it to everyone interested in buying Gold. Love what you do and keep it up.

[@molinodesign]

get revenge on that person that gave you the 1 star.

[@TheFox808]

Yeah email replies have been slow for a long time, often a few days, and sometimes the price moves quite a bit in that time. Great to hear you're taking action.

[@BullionNow]

This is true. We're working on making it MUCH better, thanks to our new guy Sam. He should be sully up and running by the end of this week.

[@1mperi4l]

respect! was watching your videos overtime and i decided to subscribe after this.

[@BullionNow]

Thank you!

[@timetoconqer0615]

I can’t complain you people got back to my email the next day I know sometimes you get snowed under with other things, well done to stepping up and acknowledging when you’re wrong keep up the great work Kenny from Kellyville in Sydney

[@BullionNow]

Thanks Kenny :)

[@bennythamacsjourney4774]

Nothing worse when companies don’t respond to emails that’s my pet hate, but you guys have addressed it and onwards and upwards 🥳🥳 I’m a Bullion Now supporter 🙏

[@BullionNow]

Appreciate the support Benny :)

[@thestage4report277]

I've had nothing but fantastic interactions with you and your staff! A quick search up of the reviewer and their other business reviews shows them to be a very angry individual who is unforgiving in their ratings of businesses. It's either maximum praise or vehement condemnation and attempted cancellation of said business. It's very good of you to acknowledge not getting back to them sooner, but I'd also say take it with a grain of salt as they seem to whinge...a lot...the term 'REEEEEEEEE' comes to mind.

[@BullionNow]

Thank you for the heads up :)

[@suronsoon8913]

As long as you admit what went wrong and willing to address issue, that all it matter...

[@BullionNow]

We think so :)

[@robertdean6486]

Good on you for fronting up and taking it on the chin. I think this might show people that you guys are great to deal with and purchase from. Yeah ya fucked up, but you got on KZbin and owned it. Any company or person that can publicly say they fucked up is worth my time mate. Nice one bro

[@jakechamberlain2206]

Micheal you and Sam taught me so much bout gold dont even sweat it my dude. Yall are people not robots. I rate a business by how man 5 stars and 1 stars they got because that shows me how human a peoples are. If someone doesnt 1 star ya then you aint doing it right! And btw there Micheal id give ya a 0 stars haha, aint a dang thing google or youtube rating system can prove bout character,integrity, honesty or passion for what they do. All it shows is what people think bout a business at one said time when they were in their feels.. Dont let the hate dictate how you move, yall are an excellent educational peoples from what i can tell.

[@BullionNow]

Thanks :)

[@bluekelah]

Also stop withholding stock to make it look like the coin is selling out. We know you are doing it guys as we stalk the website multiple times a day. Having said that we are still big fans youtube videos :D

[@BullionNow]

We hold stock back, not to make it look like it's selling out fast... but because it is selling out fast. When releasing a new item for sale, we put up the majority of what we have and it usually sells very quickly. So quickly, that people complain that they didn't get time to order. So we hold some stock back to release it over time to give as many people as possible the chance to get what they wanted. The other factor is we also need to keep stock for our in store customers.

[@vaughndumas]

You cannot improve by only doing things correctly; it's only by making mistakes that you get better.

[@BullionNow]

Very true!

[@lmdunkley]

Yes I never got a call back also

[@BullionNow]

Very sorry about that, please try again.

[@MrThe1234guy]

Pretty unacceptable. One star review is not okay. ☆☆☆☆☆

[@markwilkins8314]

Does this mean free bullion as a apology

[@BullionNow]

Will love your moxy...

[@lauriewilliams8221]

MICHAEL, WHY are you having a Public Holiday on THE FIRST TUESDAY IN NOVEMBER? ROTFLarfin'?🤣🤣🦘🦘🐴🐴

[@fRiTs840]

I'm still waiting for an email reply from June 11th...

[@BullionNow]

Sorry about that. Call us on 1300 848 410 and we'll be happy to answer your questions. Or send another email and we will 100% reply this time.

[@ianmugean7075]

Hi Michael, You do provide great over the counter service and your phone service is great and very efficient. Both you and your staff are fantastic to deal with. But if I am honest your email service is extremely poor. The person who gave you a 1 star review "may" have based it on a single one off interaction with your business, but with me it's been quite a fair amount of times over the space of 7-8 months where you simply don't reply to my emails. You come across as a business owner who does care about customer feedback so if you are interested I am happy to discuss it with you offline. Just reply back here and I will contact you privately.

[@BullionNow]

Thats a very fair call Ian. Hard to chat here, so please call us on 1300 848 410 and ask for me.

[@deeremeyer1749]

Gee. I wonder how long this video and the 1-star review will still be online once whatever "deal" they cut with the "reviewer" is done to the mutual benefit of both.

[@pengu3079]

I only ever had one problem with bullion now and it was sorted out to my satisfaction %100 and tuned out damage done to the label by Aus post was the problem

[@bobski1171]

Well stop making youtube video's and reply to emails of customers before it will be multiple 1 star reviews

[@BullionNow]

We're blasting through them now. If you need a reply ASAP, please send another email or give us a call on 1300 848 410.

[@bobski1171]

I have sent multiple emails and still no reply

[@BullionNow]

@@bobski1171 Sorry Bob. Are you emailing directly or through the contact form on the website? If direct, let us know your email address so we can search for your emails and respond. You are also welcome to call during business hours on 1300 848 410.

[@msdtd777]

Sorry but I have to agree with the email review, I have yet to receive a response to my email from August 21st. Though I still subscribe and watch your videos everyday.