Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan 6, 2025 I ordered 20g of gold and paid $1783.54 through Web Epay (ACH). They took the money out of my account the next day. On Jan 10, 2025, JM Bullion CANCELLED my order saying it was due to "Internal Review". They did not give me a refund. I had to contact them and they told me to go to my bank and dispute the charge and do an ACH reversal. Since they held the order for 5 days, my bank was unable to do the reversal. They said I needed a letter from my bank stating the reason why they could not do the reversal. My bank does not write letters of that sort so they are trying to create a unique letter just for me and have it approved by management. I asked if they could just give me the gold since they already have my money but they said, "no". It has been 10 days since I ordered and still have no money and no gold. This website is a scam. I don't believe they even have gold.

  Business response

  01/23/2025

  Hello,

  We are sorry to hear of the issues with this order. There were inconsistencies with the information provided which is why this order was cancelled. We processed a full refund on 1/21. However, after the refund was processed, the original ACH payment returned. Therefore, this customer was double refunded. An email with an invoice was sent to this customer for the double payment. 

  Kind regards,

  JM Bullion

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase with your company which was cancelled by JM Bullion in the amount of $28,656.30. This money has not been returned to my account. The purchase was made on November 4, 2024. The order was flagged on November 12, 2024. On November 21, 2024 the order was officially cancelled by JM Bullion. Today's date is January 8, 2025. A customer should have no reason to wait weeks to get a resolution and their funds returned to their account. I have all the emails, bank statements and proof to show what happened. I never received my purchase, it was cancelled by JM, and I am still waiting for my money to be returned to me.

  Business response

  01/23/2025

  Hello,

  We apologize for the inconvenience caused by this experience. A full refund has been issued for this transaction and it has been received by the customer. There were inconsistencies in the information and the persons that contacted us by phone with regards to this order, hence the amount of time it took to resolve this issue.

  Kind regards,

  JM Bullion

  Customer response

  01/24/2025

  I have reviewed the business response and accept this resolution. I do not understand what inconsistencies they are referring to, nonetheless I have finally been issued the refund. Thank you.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/20/2024 I placed Order #******* for a Shipment of Silver Bullion .999 costing $657.01.JM BULLION shipped this $657 order via ***** on 11/21/24. It was shipped to the **** office on ************************************* ********, **. I did not receive or touch this shipment. The *********** didn't RETURN this "lost shipment" via ***** to JM BULLION. I didn't get it. ***I never received this order and have explained this to JM Bullion's *********** So far they have NOT REFUNDED MY MONEY ($657.01) I want a FULL REFUND!!It has now been over a month (Nov. 21st to today, Dec. 27th) and I still am waiting. JM Bullion has been very BAD at customer service on this one--and have not even written me!! I want my REFUND, in full...Sincerely, *** W. ************************************** is my BEST CONTACT EMAIL.

  Business response

  01/23/2025

  Hello,

  We are sorry for any inconvenience this issue caused. With regards to the claims process, customers are advised that it can take more than 30 days as it requires us to conduct an investigation with the shipping carrier into the delivery of the order. This case specifically, the delivery address was the **** office, therefore, it took a little longer to investigate as it is a place of business and multiple people and packages are delivered there daily. We attempted to reach out to this customer by phone, but we were unable to get a hold of this customer. We followed up with an email but we did not hear back. The claim was approved and a refund has been processed. We hope this helps!

  Kind regards,

  JM Bullion

  Customer response

  01/23/2025

  I have reviewed the business response and accept this resolution. 
  
  Thank you for your help!!!  
  
  I will continue to do business w/ JM BULLION as they resolved this to my satisfaction.  
  
  Regards and thank you for the GOOD WORK that the BBB does!!  
  
  *** W. ******
  (********, **)  

• Initial Complaint

  12/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 x 1oz silver bars from JM Bullion on 12/10/2024. My first ever interaction with them. I checked their site today to see a status update on my purchase. Their customer service person replied to my inquiry as "the package was delivered by or near the front door". I explained that I did not receive it, that is why I'm calling. She then said she would need to explain to me that they are not responsible for missing packages if they show delivered. I asked wouldn't a product like silver be delivered requesting a signature. She replyed with "no it was sent via ****, if you want to upgrade to a signuature it's more money". Then I was asked to check with my neighbors. I came home directly from my dialysis treatment and asked both neighbors if they had a package addressed to me by mistake. Both said no. After getting a strange feeling about the reps ******** that someone from their investigations team would reachout to me in 3-5 days, I started looking up reviews. The missing items, not receiving, short-changing selling customer's LIST on the internet is so long, it's unbelievable! There are 9 pages on here, the BBB site alone. And they only post 30% of the complaints. JM Bullion you had no problem taking money out of my bank account through ******, but now you don't want to return my money saying that "once the package is handed off to the delivery service you are no longer responsible". They UNPROFESSIONAL, and I want my hard saved money back. I'm on dialysis and this was supposed to be a gift to my children. Shame on you!! Please send back my money!!!

  Business response

  01/23/2025

  Hello,

  We apologize for the inconvenience caused. Unfortunately, claims are not the most straight forward of cases, especially when it shows delivered. We conduct an investigation with the shipping carrier into the delivery of the order before we can resolve any claim. This process can take 30 days. This claim was also reported to us later than we require, per our Terms & Conditions. Despite the late reporting, we investigated and reached out to the customer on 12/27, by phone and by email, but we did not hear back. In addition to this, we received notification from our bank that the customer has filed a dispute on the payment, therefore, the claim was closed and no refund or reship was processed.

  Kind regards,

  JM Bullion

  Customer response

  01/23/2025

  I have reviewed the business response and accept this resolution.   Although they said the package was mailed **** unless I wanted to pay EXTRA for **************** It took 5 weeks to deliver after they said it was ALREADY delivered to my house.  This business has way TOO many complaints on not processing orders in a timely manner.  I believe they use our money for 30 days to profit and then send the product we purchase.  I will not be buying from then again!

• Initial Complaint

  12/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First time purchase with this company and I am very disappointed with my order. I placed an order via ACH on 12/15 with an estimated ship date of 12/18-12/20. Funds were immediately taken from my account. As this was a Christmas gift I decided to purchased the expediated shipping so that I could ensure deliver before 12/25. After submitting my payment, my receipt even said estimated ship date between the 18th and 20th. fast forward a day and shipping estimate changed to the 23rd due to a mandatory 5 day hold. Nowhere on their website do they say that ACH payment will be held for 5 days before shipping? What is the point of this? This is the only time in my history of online purchases that I have heard of such a thing. Why would they give an estimated ship date of the 18th if they have a mandatory hold of 5 days? It gets better... when I called to find out if they could help me out, the answer was straight up "no". I could not pay for overnight shipping, they couldn't look into the payment, all I could do is take my chances and maybe the package would show up on time. I explained that the hold had already been 5 days, but they said that did not include weekends. They continued to explain that their expedited shipping times did not include weekends either. What good is expedited shipping if you cant even give a date when the item will ship out. Complete waste of money and a total scam. Frustrated, I asked about canceling my order and was told that there would be an additional $60 cancelation fee. What a joke this place is. Maybe if you are not purchasing as a gift with a deadline it may be OK, but what a disaster this transaction was with horrible customer service. Will not be buying from this company in the future.

  Business response

  01/23/2025

  Hello,

  We are sorry for the experience this customer had while placing an order with us. We mention on our site at check out, and in our Terms and Conditions that ACH payments require a 5 business day hold before we are able to process an order for shipping.

  Kind regards,

  JM Bullion

• Initial Complaint

  12/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 7 I ordered 3 gold bars from JM Bullion. I set up an ACH account through PLAID with JM Bullion. The money for the order was then taken from my account on December 10. I then recieved an email from JM Bullion saying that they canceled the order with no explanation and to get my money refunded I would have to file a dispute for fraud with my bank. They would not refund my money. I have filed a fraud dispute with my bank that could take up to 45 days. I did not cancel the order. I did not nor will I recieve the product and I want a refund. This does not seem like normal business practice to me.

  Business response

  12/20/2024

  Hello,

  We sincerely apologize for the inconvenience you experienced. A full refund has been processed and the funds should now be available in your account. We appreciate your patience while we worked to resolve this issue.

  Kind regards,

  JM Bullion

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to sell a 500g gold bar on the JM Bullion website. Their purchase offer seemed fair, so I proceeded with the sales order.They provided the shipping label, which I trusted completely because it was through ***** and, most importantly, it covered the full value of the shipment.I printed the label and packed the item as they recommended. I went to ***** to ship the package, and closely monitored the tracking. I noticed that it only showed movement on the day I dropped it off and one update the following day. Since November 5, 2024, there hasnt been any further movement.After a few days, I contacted them, and they confirmed that a claim needed to be filed with *****. They asked me some questions and requested the drop-off receipt, which I provided as instructed.Its now been over a week, and I havent heard anything. I checked the ***** website and saw that claims typically take an average of 57 days, but Im still waiting. Im left without the gold and without the ******** desperate because this is a significant amount for me, and I was counting on receiving that money soon. Please help me. Thank you very ********** tracking number: ************ order number: ******

  Business response

  12/20/2024

  Hello,

  This was confirmed a fraudulent claim. Please see attached for the details of this fraudulent claim. 

  Thanks,

  JM Bullion

  Business response

  01/03/2025

  Hello,
  
  This was confirmed a fraudulent claim.
  
  Thanks,
  
  JM Bullion

• Initial Complaint

  11/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased product from *** I received a confirmation email and notified some of product related. I cx. Part of my order and was charged a fee for market loss. I advised ******** they had an incorrect address and provided current address. 19 days later I received a phone call stating my product was shipping to other address and wanted to know if I wanted to **. Or ship it and if I cx I have to pay a market loss fee. I inquired why it took 10 days to notify me and was advised they had tried calling but couldnt reach me( no message was left) I advised I was not going to pay a fee to cx. And again requested product be sent to accurate address. We did not come to a resolution and shortly after call I received an email stating my order was cx and market loss fee deducted from refund w reason of card decline, this is false they coded it as such to justify cx and charged me fee. I am requesting the market loss fee be returned.

  Business response

  01/16/2025

  Hello,

  We are sorry to hear of the issues you had with your order and for the inconvenience experience. Upon further review of your purchase, it appears that you submitted your payment via ******. Due to security reasons, we are unable to change the shipping address if you submitted your payment via ******. The order has to ship to the address the Klarna account is registered under, or the order will need to be cancelled. We reached out to you by phone on 11/1 to notify you of this, but we were unable to get a hold of you, nor leave a message, therefore, we communicated to you via email. After the order was cancelled, we were notified by ****** that the payment did not go through therefore a refund was not needed. As of right now, you do not owe any market loss fees on your account at this time. We hope this helps! Please contact us at **************, should you have any further questions.

  Kind regards,

  JM Bullion

  Customer response

  01/16/2025

  I have reviewed the business response and accept this resolution. Initially JM Bullion was advising me I had to pay a market loss fee, despite the fact the order was not finalized nor shipped, however, according to there now response through BBB I do not owe any amount, therefore, I am satisfied with the response. 
  Thank you,
  

  ***** ******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wasted Time Due to Lack of Communication and Transparency: I placed my order with JM Bullion on 10-22-2024. Without any prior notice or clarification, JM Bullion canceled my order. Rather than taking the simple step of verifying my identity or order with me, they chose to cancel the transaction without contacting me directly for authentication.Delayed and Confusing Refund Process: After the cancellation, JM Bullion informed me that I would need to sign a document before they could refund my money. I was initially told this would arrive within one hour; however, after further calls, I was told I would not receive it until the end of the following day (10-29-2024). They also suggested that if I do not sign, I would need to resolve the matter by visiting my bank in personyet another inconvenience added to an already frustrating situation.Request for Prompt Refund of Funds: The shifting timelines and requirements have caused me to lose time and trust. I am requesting an immediate and direct refund to resolve this situation and to prevent further wasted time.

  Business response

  11/04/2024

  Hello,

  We apologize for any inconvenience caused by this. Upon review, the *** payment returned to the customer as of 11/1/2024. Please let us know if there is anything else we can assist with. 

  Kind regards,

  JM Bullion

• Initial Complaint

  10/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought 2 1oz gold bars on their website through webpay....they took the funds right away and put me in the wait period for 5 bussiness days....then on Oct. 25th they sent ***** shipping information but the ***** tracking number was stuck on label created....***** states that "Label Created" means a label was created but the seller hasn't shipped the package....called them and they started giving me the regular jargon....."they need to file a claim and will need to wait 30 days".....these are flashing red flags and screeming scam.....

  Business response

  10/29/2024

  Hello,

  We are sorry to hear of the issue with your order. Upon reviewing, we show that your package is actively tracking. Please refer to your tracking number for the most recent update and the estimated delivery date. We apologize for any confusion and inconvenience this has caused. We are also monitoring your package on a daily basis for any further issues.

  We hope this helps.

  Kind regards,

  JM Bullion

  Customer response

  10/30/2024

  I have reviewed the business response and accept this resolution. JM Bullion worked immediately to resolve my issue and i have received the merchendise today...I'm fully satisfied with the resolution....Thanks

*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. ↩