Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An order was placed.A check was issued.The check was mailed to NY on Dec 13, 2024. The same day a letter was sent to *************, from western ********The letter was received in ******* Dec 17. 2024. BE denied receiving until Dec 27, 2024.I presented proof, bank cancelled check, that the check was PAID December 24, 2024.When email was received that the check would NOT clear until December 30, 2024, I IMMEDIATELY cancelled the order and requested a refund.The ordered item was received at the **** origin point at 1114 pm EST Dec 30, 2024,4 1/2 days AFTER a request to cancel was received.This fraudulent activity denied me access to my funds to seek a lower priced item while allowing the company to benefit from continued use of MY money without compensation.

  

  Business response

  01/28/2025

  We appreciate the opportunity to address this matter and provide clarification regarding the customer's order # *********.
  
  The order was placed on December 5, 2024, with a billing and shipping address of *************************************. Payment was made by check, which was received on December 23, 2024. On the same day, we sent an email to the customer at *********************** confirming receipt of the check and providing an expected clearing date.
  
  On December 27, 2024, the order was processed, and tracking information was generated with **** tracking number **********************. An email was sent to the customer on the same date informing them that the order had been processed and was expected to ship shortly. The tracking information shows that the package became available for pickup at the ******** *********** on January 2, 2025, at 9:41 AM, and was picked up by the customer on January 16, 2025, at 4:16 PM.
  
  We reviewed the customer's claims about requesting to cancel the order. However, our Terms & Conditions, which the customer agreed to at the time of purchase, state that all sales of gold, silver, platinum, and palladium bullion are final due to the volatile nature of the bullion market. Specifically, the cancellation policy states:
  
  "You enter into a legally binding agreement once the order is submitted and confirmed, and you may not cancel or modify the order afterward."
  
  Since the order was processed and the customer accepted the shipment by picking up the package, we are unable to accommodate the request for cancellation or a refund.
  
  We followed our standard operating procedures and provided tracking information to the customer, ensuring full transparency. The customer agreed to the terms of the transaction upon placing the order and proceeded to accept the merchandise for this transaction. As a result, a refund is not due.
  
  If the customer has additional questions or concerns, we are happy to address them directly. 
  

  Customer response

  01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Most of the respondent's answers confirm the basis of my claim.  The ones that do not are pure fabrication.

  The fabrication, the client did not admit to receiving the check until Dec 27, 2024, AFTER it was PAID Dec 24 and AFTER I requested the order to be cancelled and refunded!

  By their own admission, the company (now) claims to have received the check Dec 23, ten days after mailing/six days after other similarly mailed items, but DID receive cleared payment within 24 hours upon receipt, BUT did not present items purchased, for shipment, until 7 days after receiving cleared payment.

  The company also shows that six days later, including 1 1/2 days of federal holiday time, the package was available for delivery, where it took ten, non-holiday days, to travel the same distance.  The 4 1/2 days (6-1.5) is comparable to the 4 days it took to send a letter mailed the same day to **************

  This clearly demonstrates the company had unauthorized use of my funds by intentionally misleading and delaying delivery with NO basis in FACT.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  

  Business response

  01/30/2025

  We appreciate the opportunity to further clarify this matter.
  
  There was no unauthorized use of funds, as the customer voluntarily mailed a personal check specifically for order #********* to fulfill this purchase. On 12/18/2024, the customer sent an email confirming that they would send a replacement check to complete the transaction. As a result, the check was received and deposited on 12/23/2024, and an email was sent confirming receipt and the expected clearing date. The customer replied to this email on 12/26/2024, confirming awareness of the processing timeframe.
  
  We clearly state during checkout and in our Terms & Conditions that check payments require 5 to 10 business days to clear. These terms were agreed to by the customer at the time of purchase. Tracking for the order was generated on 12/27/2024 to prepare for shipment once the payment fully cleared and the customer was notified. There was no delay in processing, as these steps follow our standard procedures.
  
  The customer received and accepted the shipment, despite knowing it was associated with this order. As such, a refund is not due. All relevant details were transparently communicated via email.
  
  If the customer requires further clarification, they may review our Terms & Conditions and email communications regarding this order. Additionally, they are welcome to contact us directly for any further questions.
  

  Customer response

  01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Per documents provided by company, the email from the company, 26 Dec, the ** deposit would be released and products sent UPON clearance of the check.  I "could" cancel the order for a 10% fee.  I documented, via cancelled check, the check was PAID 24 DEC.  The company, by their own documentation is DENYING receipt of payment on the 26.  I checked with the company on the 27th of December and AGAIN they denied receipt of payment.  I immediately requested the order be cancelled and return of the funds paid.

  Three days AFTER requesting order cancellation, 6 days after cleared payment, the order was delivered to 3rd party shipper!  This documents the company had unauthorized use of my funds.  When the items were retrieved, yes I could have refused, but subject to the 10% fee plus return shipping for an order that should have NEVER been shipped.  

  As soon as the company had CLEARED funds, by normal business ethics, they are required to transfer POSSESION of the products to the buyer, (via 3rd party shipper).  This did NOT happen and even threatening to keep the 10% of the order if it was returned.  This demonstrates unethical, abusive. bordering illegal, business practices.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DeliveredOrder date:Mar 24, 2024Order total:US $465.93Order number:************** View order details$2.5 Gold Quarter Eagle Indian Head - Brilliant Uncirculated BU (Random Year)$2.5 Gold Quarter Eagle Indian Head - Brilliant Uncirculated BU (Random Year)Delivered on Wed, Mar 27 Returns not accepted.$2.5 Gold Quarter Eagle Indian Head - Brilliant Uncirculated BU (Random Year)US $465.93 Sold by:bullion.exchanges This coin was sold as a BU uncirculated coin. I sent it to **** and it came back AU cleaned.I sent the coin to PCGS on 10/08/24 They do not offer a return policy.

  

  Business response

  12/06/2024

  Thank you for the opportunity to address the situation. The order ************** was processed and shipped on 3/25/2024, and tracking information indicates it was successfully delivered on 3/27/2024.
  
  Our return policy, which is clearly outlined in our Terms and Conditions, state that for any return inquiry, we must be contacted within seven (7) days from the date on which the customer has received the products from us.
  
  Unfortunately, we did not receive any communication or notification of an issue with this coin within the 7-day return window. The customer stated they submitted the coin for grading to PCGS on 10/08/2024, more than six months after the order was delivered. This is outside the time frame in which we are able to address return or exchange requests.
  
  We understand the customers frustration with the grading result, but we were not made aware of any concerns regarding this order within the allowable return period, and we cannot accept returns or process resolutions for items outside our policy guidelines.
  
  Thank you for allowing us to provide this clarification. Please let us know if further information is required.
  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Package was never delivered. I have video evidence of package not being delivered despite tracking saying it was delivered. Company is unwilling to help me submit a claim with **** and keeps saying theyve fulfilled their obligation by calling **** and confirming that tracking number did say it was delivered even though it was not.

  

  Business response

  12/06/2024

  We appreciate the opportunity to address the customers concerns regarding their order. 
  
  The order ********* was processed and shipped with **** on 11/04/2024, using tracking number **********************. According to **** tracking records, the package was marked as delivered in or at the mailbox at 3:19 PM on November 8, 2024, in ******************
  
  As stated in our Terms and Conditions, which the customer agreed to during the checkout process:
  "Once the item shows that it was delivered per the tracking information, Bullion Exchanges is no longer liable for the package, and it is the customers responsibility from that point forward. Bullion Exchanges will not be responsible for reimbursements or insurance claims on packages that are shown as successfully delivered as addressed."
  
  An investigation was initiated with **** on 11/15/2024 to research the delivery. **** concluded that based on geolocation data, the package appears to have been delivered as stated. The mail carrier physically revisited the residence to rescan the package and confirmed delivery at the correct address.
  
  We filed a claim with **** on the customers behalf unfortunately, **** denied the claim, stating:
  "Based on our initial review, your claim has been denied because our records indicate this package was delivered as addressed."
  
  All available evidence from **** confirms the package was delivered to the correct address, we are unable to further assist. 
  
  Thank you for the opportunity to provide this explanation, and please let us know if further clarification is needed.
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 1 gram gold bar last May and was informed it would arrive early by June 5, 2024. Its now been 4 days past this date so I initiated a fraud investigation against Bullion Exchange and ******* which I use to buy precious metals from APMEX as well. I already paid ******* during the dispute to lessen further damage to my FICO score since I pay ******* Capitol one Credit Card only after I received my products.

  

  Business response

  06/18/2024

  Thank you for the opportunity to address the situation. We received order ***************, PO# ***************, on 05/30/2024 for the 1 gram gold bar. The order was promptly processed and shipped via **** First Class Mail, with tracking number **********************, on 05/31/2024 as confirmed through the ******* platform. 
  
  We received a message on the ******* platform on 6/09/2024 regarding the status of the shipment as it has not yet been delivered. The tracking indicated that the shipment arrived at the *** ********* ******* ************ ****** on 06/04/2024 and then exhibited no additional tracking updates. Unfortunately, since we are not privy to how **** processes shipments in their possession nor do we have control over the speed in which **** delivers, we were unable to provide additional details regarding the status of the shipment. This resulted in an investigation being opened with ***** ** ******************** shipment resurfaced on 06/13/2024. The tracking details on ****.com state Your item was delivered in or at the mailbox at 2:54 pm on June 14, 2024 in ******, *********
  
  **** concluded their investigation on 06/17/2024 and stated:
  
  Tracking shows Delivered, **************** suggests accurate delivery to the location for the package Delivered, In/at Mailbox 6/14/2024. I checked the delivery location, and it is showing the scan at the correct address for Delivery to ******************************. Sorry for the delay.
  
  We have not received further inquiries regarding this matter. If you have any additional questions or require further assistance, please do not hesitate to contact our customer service team.
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When No filed a complaint, they blocked me and will no longer allow me to see my purchases so I cant make returns. I am in ************** that has thousands of people they have done this to.

  

  Business response

  05/28/2024

  Thank you for giving us the opportunity to discuss this matter. According to our records, you declined to accept our Terms and Conditions. We've noticed several statements/messages expressing your dissatisfaction with both Bullion Exchanges and our Terms on various platforms. Despite our attempts to reach out to you via phone to address any concerns or confusion regarding our terms, we unfortunately did not receive a response. Consequently, we have suspended your account with us. If you have any questions about an existing or previous orders, please feel free to contact our customer service team directly at ************ during our business hours, Monday to Friday, from 9 AM to 5 PM ET.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold 4 ounces of Gold to Bullion Exchanges. On 19 March 2024 they emailed me that payment was coming to me - via US Mail as a paper check for $8,372.00 as I requested.4 Weeks now and I have not received the check for $8,372.00 from them in the mail for the gold I sold them.I want to receive, delivery of, my check for $8,372.00 from them. I have emailed them about this for 2 business days now and I have got no response at all. So now I file complaints and post online about this whenever, wherever, and however I want because I have a trail of evidence any court of competent jurisdiction would find relevant and true.Sent: Tuesday, March 19, 2024 7:05:53 AM To: ... Subject: Bullion Exchanges: Payment sent for Order...

  

  Business response

  04/25/2024

  Thank you for the opportunity to address this matter. Our records show that payment of $8,372.00 for P-********* was issued on 3/19/2024. Unfortunately, the check payment was addressed incorrectly and was returned back to our office location on 4/09/2024. 
  
  We responded to all inquiries we received via email. We recommend customers to contact us via phone at ************ during the business hours of Monday to Friday, from 9 AM to 5 PM for an immediate response.
  
  Our customer service team offered alternate forms of payment to guarantee receipt of the payment of $8,372.00 for ***********. However, we received an email from *********************** on 4/10/2024 2:29 PM ET declining this resolution.
  
  On 4/10/2024 4:02 PM ET, an email was sent containing the tracking number for the check payment. The tracking number is **********************. The tracking number displays the following
  
  Your item has been delivered and is available at a PO Box at 2:27 pm on April 16, 2024 in ***********************
  
  We have not receive any additional inquiries regarding this matter. If you require additional assistance, please contact our customer service team.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  There selling fake silver , ******* replica american silver eagle , not a reputable dealer called them and they told me i was a liar.

  

  Business response

  04/03/2024

  Thank you for the opportunity to address this matter. We source all of our products from authorized distributors or directly from the Mint of production which guarantees a 100% authentic product. All products are tested with multiple verifiers to confirm the authenticity of all products we receive at our facility. Furthermore, we have in-house professionals who examine the products we receive. Bullion Exchanges is also listed on the US Mint website under Locate a United States Mint bullion coin seller which further verifies that we receive authentic U.S. Mint products.
  
  *****************************************************************
  
  An **** return case was opened for this transaction on 3/25/2024.
  
  We have also received email inquiries from ************************* on 3/26/2024 demanding a full refund for this transaction within 24 hours or Bullion Exchanges will be subject to negative feedback for this purchase.
  
  Our customer service team advised that the product is authentic. Furthermore, our customer service team recommended that the item be taken to a local bullion dealer to have the item further tested to confirm that it is a 999 pure silver 1 oz American eagle.
  
  Since this was an **** transaction, the customer was informed to move all communication onto the **** platform so that **** may have a record of these claims. Since we received several messages requesting a refund, our customer service team stated the following on 3/28/2024 through the **** return case
  
  In order to process a refund for your order, we will need the product returned to our facility. If you wish to return the coin for refund please ship the product to: **************** *** *************************** The return address is for **** shipment only. If you would like to ship using ********** we can provide an alternate address.
  
  Bullion Exchanges is unable to process a refund for a transaction until the item is received back in the same condition it was sent. We have not received any additional inquiries regarding this matter.
  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They excepted an order on the 22nd using my credit card is now 2 February and they have still not to ship out. Ive sent them numerous emails phone calls text messages.

  

  Business response

  02/08/2024

  Thank you for the opportunity to address this matter. The order ********* was placed on January 29, **** for the 5 gram Platinum Bar - Argor-Heraeus ***** Fine (In Assay) as shown in the order confirmation and invoice. We can confirm that the order was not placed on January 22, ****.
  
  We received several missed calls on February 2, **** from the number on file, **************. These calls were received outside of our business hours. Our business hours are from Monday to Friday, from 9 AM to 5 PM ET. Our representatives returned the missed calls on February 2, **** at 9:43 AM ET and 12:41 PM ET however, there was no answer, and we left voicemails for the client requesting a callback. We can confirm that we received emails regarding this transaction on January 31, **** and February 2, **** from ************************. All emails were responded to within the same business day they were received.
  
  On all our listings on our website, in the Shipping & Payment section, we state that orders will be shipped within 1 to 5 business days. A shipment confirmation email was sent on February 2, **** confirming that the order ********* was processed and shipped with **** tracking number **********************. The order was processed and shipped within the shipping time frame as stated on our website. The **** tracking number indicates that the shipment was delivered on February 8, ****.
  
  If you require additional assistance, please contact our customer service team via phone during the business hours of Monday to Friday from 9 AM to 5 PM ET.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a bubble envelope with no 10oz Royal Canadian mint(RCM) ***** fine Silver bar (sealed) inside! The envelope had a torn spot on it with just paper invoice inside without the bullion I paid for! Envelope had writhing on it damaged! I called the US post office and filed a complaint! Post office stated insurance was placed on the envelopes! Bullion exchange change told me not to file with post office for they would refund my purchase! Many weeks went by and I did not recieve a refund so then I filed a complaint with US post office and local police department! My research shows many other people have had the same thing happen to them with bubble envelopes torn with missing Bullion and coins with message damaged written on envelopes! An investigation needs to be done to determine if inside job or person at post office in ******** is intercepting package and removing contents! The very least I should recieve insurance money for Bullion missing from envelope and not Bullion exchange getting payment from me for the bullion and the insurance money

  

  Business response

  01/12/2024

  Thank you for this opportunity to address this matter. The order ************** was placed on 11/12/2023 for 1 x 10 oz Royal Canadian Mint (RCM) ***** Fine Silver Bar (Sealed) with a total of $255.44. The **** tracking number ********************** indicated that the shipment was delivered on 11/20/2023. An investigation was filed with **** on 11/21/2023 to gather further information regarding the delivery of the shipment, Service Request ********. 
  
  As stated in our Shipping Policy on all our listings, We insure every package through a 3rd party insurance company. Packages are no longer insured if the tracking information shows the package is delivered. We will only be liable to cover packages that are lost in transit or damaged.
  
  On 12/13/2023 **** concluded the investigation, Service Request ********, stating I have contacted *************** Station and spoke with supervisor **************. She stated the carrier stated that he does not remember it being empty. He said if it was he would have scanned it damaged. An image of the item was reviewed which suggests the item was intact before delivery.
  
  
  **** informed us on 12/22/2023 that a payment dispute (chargeback) was filed with the payment institution directly for order **************, Dispute ID **********. As stated on **** in their Handling payment disputes section the final outcome will be decided by the buyers payment institution. The payment dispute could take up to 90 days or more to be resolved, depending on the payment method or card provider. 
  
  We are unable to further assist with this matter as **** stated the shipment was delivered intact and there are no records from **** of the package being damaged. Furthermore, a payment dispute (chargeback) was filed with the payment institution. 
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  5 oz Emirates Gold Silver Cast Bar **** Fine (w/Assay)I ordered from ***** I recieved an empty envelope with a hole in the back. The certificate was in there, but not the five ounce silver bar I ordered. I even showed it to my mail carrier. I've since seen 54 negative feedbacks on this company for the past twelve months. I don't expect I will ever get my money back. They messaged me and said " At this time we have filed an investigation with **** to gather additional information on the delivery of your shipment. We will provide you with updates as they are received".That was over five months ago.5 oz Emirates Gold Silver Cast Bar **** Fine (w/Assay)$145.03

  

  Business response

  01/02/2024

  Thank you for this opportunity to address this matter. The order ************** was received on 06/25/2023 for 1 x 5 oz Emirates Gold Silver Cast Bar **** Fine (w/Assay) with a total of $133.54. The **** tracking number ********************** indicated that the shipment was delivered on 6/30/2023. We received an **** message outside of our business hours on 7/01/2023, therefore, our representative responded within the following business day on 7/03/2023. An investigation was filed with **** on 7/03/2023 to gather further information regarding the delivery of the shipment.
  
  As stated in our Shipping Policy on all our listings, We insure every package through a 3rd party insurance company. Packages are no longer insured if the tracking information shows the package is delivered. We will only be liable to cover packages that are lost in transit or damaged.
  
  On 7/08/2023 a case, Case ID # **********, was opened on **** for order ************** for the amount of $133.54.
  
  On 7/10/2023 **** concluded their investigation and stated Per your request I have contacted Anaconda Station and spoke with postmaster **************** .He wasn't able to confirm if the package was empty at time of delivery due to the carrier be on vacation. **************** stated he worked on Friday and the carrier didn't show him any packages that were damaged. Images of the item were reviewed by **************** and myself which suggest the item was intact.
  
  Our representative responded to messages received through the **** case on 7/10/2023 and 7/13/2023. The findings of the **** investigation were relayed through the **** case.
  
  A case escalation was initiated by the buyer, *****************, on 7/18/2023. **** closed the case on 7/18/2023 in Bullion Exchanges favor.
  
  Every case or complaint is unique, we try to ensure that they are all resolved promptly. We value all of our customers, we do our best to ensure all customers are satisfied with their purchases. However, we are unable to further assist with this matter as **** stated the shipment was delivered intact and there are no records from **** of the package being damaged.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩