ComplaintsforSilver Gold Bull Inc.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is about order Shipment: ************ - Order was originally made March ** 2024 - An email was sent to me April * stating the item has shipped. They lied - Tracking clearly showed *** Apr. *, 2024 - **** p.m. PUROLATOR Shipment created - interim manifest received - Tracking next showed Fri. Apr. *, 2024 - **** p.m. *******, AB Picked up by Purolator - Order was shipped the next day almost ** hours after I was told it was shipped.- Emailed was sent expressing my complaint about the shipping delay and general shipping concerns - Business was dismissive and unresponsive about my issues with the shipping of my order. Did not care about my experience as a customer - Order didn't arrive today as was supposed to

  Business response

  25/04/2024

  Hello, sorry we haven't responded earlier, one of our employees who dealt with reviews is no longer with the company, so it took a while to set everything in motion again. 
  
  Regarding the complaint, we did some internal investigation, and it came to my knowledge that customer in question has been complaining about a significant amount of orders placed wiht our business, either regarding carriers not picking up packages as soon as we issue a shipping label, or carrier delays that are out of our control, and every time we get a threat with a BBB complaint. 
  
  This customer has placed ************* the past * years, and he continually extorts us with threats of bad reviews, over something that is usual business practice for all ecommerce websites, and over carrier delays which we have no control over, and we are always happy to assist if there is an actual issue.

  Negative BBB reviews are very sensitive to us, and we want to maintain the pristine image; what would you do in this situation, as I am afraid this will continue happening, and we do not want to blow this out of proportion on BBB? 
  
  If you would like any screenshots from previous communications, I would be happy to provide that. 
  
  Thank you 

  Customer response

  29/04/2024

  Please find attached shipment information you have requested

  Business response

  30/04/2024

  Hello, Please find attached some examples of the emails we get on a regular basis from the customer.

  Please note that we ship all qualifying orders within * business days of cleared payment (this doesn't include orders with shipping conditions, which are clearly visible in all steps of the purchasing process), and on average this number is actuall lower, but we do not advertise it as we want to make sure all expectations form our customers are met, and exceeded if possible.

  Please let me no wif there is anything else I can get for you? 

  Thank you!
  *****

  Customer response

  08/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: The response from the business is the same generic response they have given me since day one and always give about any shipping issues anyone has with these people. The response does even show  they even read or considered my concerns bur continue to be dismissive an apathetic.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've bought from www.silvergoldbull.ca many times. I have multiple issues with this company and their ethics or lack there of.Issue 1: Their website isn't accurate. When checking out with items it has on two occasions displayed the wrong price in the grand total on the final page when you push the button "place order". Further there product description is sometimes wrong. Example: **** ******** ****** ****** ** **** ***** ************* ** *** **** ****** **** * ***** ******** ***t.This product does not say anything about taxes having to be charged for the product. How am I to know about whether the taxes are included in the displayed price or not. Their response to these issues was to blame my browser and not honor the price given to me at checkout. Even though I proved to them it was their website by taking screen grabs. Issue *:I made an order close to Xmas and silvergoldbull sent out a email saying if you make a purchase and your payment clears by Dec 19 then you will receive the shipment in time for Xmas. This was a blatant lie and I live close to the shipping location. They received my payment in time but i didn't receive my purchase until Jan * after emailing them about the delay. This was also against their own stated policy of * business days shipped by.Issue 3:I ordered * oz *023 *** **** ******** ************* *** ****** **** * ***** ******** *****  And upon receiving them I noted the tube it came in had the mint seal broken. And the coins were damaged with signicant scratches on the coins. They blamed the ***** ******** **** *or the damage. But there website said brillant uncirrulated condition. The seal was broken so they knew or could of checked the quality, so why not list the actual quality?Bad buisness practices, no concern for customers. Because of this I will not be purchasing from them anymore. Please save yourself the trouble and buy from their competitors ********** or *********** or the many others.

  Business response

  26/01/2024

  Thank you for your patience while we looked into your issue.
  
  Our pricing is updated live based on the market rate at the time of order. Unfortunately we were unable to reproduce the incorrect price in the grand total that you experienced but we reported it to our development team to ensure that this isn't an ongoing issue.
  
  Taxes are not included in displayed pricing. Although in many cases pure gold and silver are tax-free, taxation for precious metals varies country to country and state to state. Taxes are calculated based on your shipping destination and we are unable to calculate your shipping and taxes until you choose your shipping destination at checkout. In ******, silver less than ****% pure is taxable. In January of 2023 when you reached out about this issue on one of your orders, our team was able to remove the tax for you as a one time exception. We also have a note in bold at the end of the description as well as an attribute under specification for all silver less than ****% pure in ****** to show that it is taxable. We will review all taxable products to ensure this is visible.
  

  We are so sorry to hear you were disappointed with the condition of your metal. Customer satisfaction is our biggest priority and we assure you that we take every step necessary to protect your products. We inspect product received from the mint to ensure quality and try to pack everything as carefully as possible but sometimes metal can be scratched during transport. Our Operations Support team is available at ******************************* for any product quality issues that you have. 

  While every effort was made to ship your package in time for Christmas, unfortunately, it seems we were unable to ship it in time. We appreciate your business and continued support and would like to offer you a $** coupon in hopes to improve your experience. Our Operations Support team will email you separately with a coupon code for you to use on your next order.

  Customer response

  30/01/2024

  Complaint: ********
  I am rejecting this response because: You lied or made a mistake in your response. Please go and do your due diligence. You never removed my taxes ever. The order numbers are ********** and ************* You wrongly stated in your response "In January of 2023 when you reached out about this issue on one of your orders, our team was able to remove the tax for you as a one time exception."  This never happened. You never removed the taxes on my order, that's either a blatant lie to save face or you made a mistake through laziness/ignorance.  

  The order shows i paid all the tax.  Pictures attached. What actually occurred was the same website glitch didn't add the gst on my ordered items. This was the first of the two times this glitch occurred to me on the checkout page. Then I contacted your customer service when I saw the price change in the email I received about the order. The person that called me back gave me the one time exception to cancel or change my order due to the issue. I decided to change the order by removing the **** centennial proof set but keeping all the rest of the order the same. You never removed the taxes, please tell the truth and correct this error of yours immediately.   

  The issue I'm having with your response is that when I was on the phone with the customer rep, I asked for the taxes to be paid by you due to the website glitch (which I screen captured and showed you) that didn't show up on the checkout page as I'm hitting the order button. Now your offering me ** dollars only if I give you more money on a new order. Why didn't you just pay for the taxes when I asked? Seriously you probably would of retained my business but this just seems disingenuous. I even told your rep I was going to make a bbb complaint if you didn't deal with the situation fairly.  

  Offering a coupon which requires purchase is not fair I reject this response. 

  Take care.  
  

  *************************

  Business response

  06/02/2024

  Hello *****,

  We have confirmed that we offered to remove the taxable items from your order as a one time exception and not the tax as previously described. In January of 2023 when you reached out about this issue on one of your orders, our team offered to remove the taxable items from your order as a one time exception and SKU **** was removed. In the future, if you would like to see which items are taxable in ****** you can check the bolded description at the bottom of the product page (photo attached) or the specifications section (photo attached). As tax laws change jurisdiction to jurisdiction, we do our best to keep this information up to date. When you visit the checkout page, you will see your taxes calculated when you select your delivery address and shipping method (image attached). If you have any concerns or any questions, please feel free to reach out to us at *******************************.

  Customer response

  08/02/2024

  Complaint: ********
  I am rejecting this response because:

  This business takes no responsibility for the cause of this complaint and continued bad business practices.  Silvergold bull responded by confirming that they were incorrect in there statements regarding removal of taxes from my order but never took responsibility for this lie/mistake they merely brushed it off as, quote "not the tax as previously described."  Describing something incorrectly is either a lie or mistake. Taking responsibility and a simple apology go a long way.

  Please stop patronizing me with facts that don't have anything to do with the compliant and confuse the issue to the readers. The main issue here is your glitchy website that gave the wrong amount on the checkout page twice. I've never had any website do this except yours in all my online purchasing. The only reasonable solution to this is to refund the correct amount that was shown.  Which was approximately $**.  Offering a $** coupon with the caveat of having to buy is not a solution.  Especially when you had the chance when I called to fix the issue by giving me the amount that was displayed. I further reject your response because you wont answer a basic question I asked that caused this compliant.  Why didn't you just pay for the taxes when I asked on the phone before this bbb complaint?

  If you won't refund the correct amount I call on the bbb to remove your A+ rating as your business practices are not A+.

  Thanks for your time.

  *************************

• Initial Complaint

  22/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November *** I bought * gold bars from the merchant for $********. On November *** I received the package. It was a thin incredibly light envelope and inside of it the items I ordered were not in it. I immediately sent the merchant an email, they opened a case with Canada post but then randomly stopped replying and told me the case has to be closed. Im very lost for as what to do i was scammed and have no clue how to get my money back.

  Business response

  28/11/2023

  Silver Gold Bull has attempted multiple times between November *** and the **** to try and compensate the customer, but were either met with silence or the attached quote. We then received the BBB complaint that nobody at Silver Gold Bull was in communication with them, despite the attached evidence to the contrary. At no point was the customer told that there would be no compensation and we attempted to stay in contact with them. Attached you will see the sequence of events and attempts to reach the customer to fill out a declaration of loss to receive full compensation for the missing gold.

  Customer response

  29/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

  You guys are absolute *****. You say you guys were willing to refund me for this issue and the only problem was that I had to sign the declaration form. Clearly here there is proof that thats not true, i submitted the declaration form and theyre still not willing to refund me and are still trying to seem like im the one in the wrong. Im out of pocket * thousand dollars because someone from their company stole my gold before shipping it. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***** *******,made phone contact with ****** employee at this business, Silver Gold.Aked to purchases 100 1G gold bars.Was told out of stock.Asked about 50 1G gold bars.Told the same.She then said we have the 40 1G gold bars, hold while I check in real time.She came back and said yes, they had 48 in stock.I ordered two 40 1G gold bars.She informed me if I wired money it would expidite order over waiting on check or debit.I went to bank sent money wire of over ***** next day.Checked my email to make sure money was recieved.I had email from company showing recieved money and was processing my order.2 weeks later I call company as to why my order still processing.Was told it was out of stock.I said wait! explained my order and what I had been told.That lady said she even double checked in real time.I was told someone messed up and it would be after ***** ** before they shipped.I told them I had bought these as gifts on the reliability and assurance that their employee sold me.**** ** * **** ** **** *** ****** *******I ***** ***** ****** **** *** * **** **** *** ***** **** * **** * *** **** **** ** ** **** ** **** **** ********.Person on phone offered a *** coupon toward any future purchases for my troubles.I assure you I will NEVER purchase from them again and told them so.It is ***** ****** and still no delivery.No contact via phone or email to me with an apology(which is useless) or explanation as to why I still have no order,yet they have had my money almost a month*** *** ** ***** ****** ** **** ** ********* ** ****** ** **** *** ******** *** **** **** ******* **** ****** *** ** *** **** **** **** *** * **** ** ****** *** I would like to be reimbursed a partial sum of what I paid and my purchases delivered.I was misled at the least and ******** **** ** ** ***** ** * ******* **** ** ************* *** ***** ** ************** *** *** ********* ********* ** **** ********* *** ********* ** ******* *** ****** **** * ******** ******** ********** ** **********

  Business response

  05/06/2023

  Hello ******, were sorry to hear things didnt go quite right with your order. We attempted to get in touch earlier today because we want to discuss this in more detail with you.
  
  The 20 gram Valcambi combibar you ordered was on a pre-sale for on or after March 31st. We are very sorry to hear if there was any miscommunication or incorrect information given for the date of the product. We do label this pre-sale condition on the product listing online, as well as on your receipt.
  When you had called back in, we were more than willing to swap the product out for another product(s) that would be able to ship at the requested timeline you had indicated to us on that call. As you turned down this offer, along with the *** coupon or a full refund, you requested us to ship this product as quick as possible. This was your last communication with us.
  

  When we received the product, we shipped it out immediately as per your request.

  
  As an intended gift, we can understand how frustrating this whole experience can be, especially if you have received incorrect information on a shipping date.
  With that being said, our offer for a full refund with a return or a *** coupon still stands. Please give us a call at ************** or email ******************************* so that we can discuss some options.

  Customer response

  05/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  A message saying that (I) must have misunderstood. I am sure there probably was a notice online about the bars I did purchase being unavailable to ship until after March 31 but, as I was on the phone, not online, I was getting my information from a Silver Gold representative directly. This representative assured me that although the original Gold Bars I requested were out of stock, that the Gold Bars that I ended up purchasing  were available, and in stock. Then preceded to explain wiring the balance owed would cut down on arrival time.

  As for the receipt stating shipment after March 31-  As I did not get an email showing payment until DAYS AFTER payment, **** ***** ***** ******. Also, by the time I did get receipt and read the March 31 statement, I was

  ******** **** *** **** ***** **** ** **** ******** ** ***** ******* ******* ********* *** ************** * ***** ***** ******** ****

  Now. The suggestion that you broached as to appease me is the same I was given the last time I spoke with one of the representatives. The Bars arrived too late. Done. Over. *** coupon. I had, I believe, responded the first time that offer was made to refund me *** of what I had paid and ship my Bars ASAP, and I would consider that fair as a *** coupon for future purchases was useless to me.

  So, thank you but, no thank you for the offer. You counter offered with the original offer. 

  I would appreciate a certificate of authenticity for the Bars I ended up with as there was not one with them. 

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Silver gold bull is selling defective and damaged items without disclosing. I bought a 2022 10 oz silver round listed as new in a protective capsules. There was no damage to the packaging and the item was packaged well inside. What I received is a scratched up capsule, like it was slid around like a hockey puck, and the silver coin had milk spots which is a defect in the silver stamping process. When this is present the seller should disclose it as a blemish or cull to let buyers know it's defective or blemished. This is a collectible with the blemish and damage it's only value is its melted weight in silver but this is much less than I paid for the item. After reaching out to the company multiple times, I was first told to call them before my next order and they would replace the capsule. And after further complaints I was told they don't make the rounds they just sell them and they can't control blemishes or damage I guess. I was told on my next order they would give me a $10 coupon. This item is well over $200 and as a collectible is worthless with the defect. Defects should be disclosed but they were not. Terrible customer service. Would not do business or recommend predatory sales. A coupon doesn't me no good as I was never trust or do business with this company again. The only satisfactory resolution to me would be to replace the item for what I actually paid for. Returning or refund the item or discounting the item for its actual melt weight since that's all it's really good for. Would not recommend or do business with this company ever again. Terrible customer service

  Business response

  23/09/2022

  Hello *****,

  
  Thank you very much for your feedback. Although you haven't provided any photos of the coin in question, we are happy to offer you a full refund at our expense for the coin. We have called and emailed you and are awaiting a response at your convenience.
  

  Best regards,
  

  Silver Gold Bull

  Customer response

  23/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have responded to their email waiting instructions and method of repayment details will update once resolution has been met. Thank you very much

  I can send photos of the coin if requested.
  
  Sincerely,
  
  *******************

  Business response

  11/10/2022

  Hello *****,

   

  We have called and emailed you several times to try and resolve this issue. Please call us at your convenience *************) so that we can correct this issue for you.

   

  Best regards,

   

  Silver Gold Bull

• Initial Complaint

  16/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 10oz gold bars from https://silvergoldbull.com on Oct26 2021. I sent out my personal checks (2 of $******** each, $********* total) on 27th of Oct 2021. They received the checks and cashed it on Nov 1st 2021. They took completely 9 days to start the shipment on my order. They sent me an email about shipment with the tracking number. Here is that tracking no. ******************, which showed the status of the package on Nov 10th evening as "package missing". Then, on 11/12/2021 7:35 P.M. EST, it shows that the status of the package is: "Damage reported". I tried to get ahold of the company on the 11th but no one got back to me. I called again in the morning of November 12th, when it started showing the "damage reported" status on the *** website. I got ahold of a person and they checked the status of my package and they told me that its very unusual and they need to find out what happened to the shipment. At this point I have NOT received the gold but on the account of Silvergoldbull.com, it shows that the order is complete. I called them again in the afternoon to find out what happened and if they got any details about my shipment. The lady on phone who spoke to me was very rude as she told me that they are in investigation of the package. "Until they find out what happened to the package they cant do anything and normally it takes 30 days to resolve courier investigations." Now I understand that its only been few days since they began the shipment of my package and I need to wait to see what exactly happened to the package. ******** **** **** ** ********** ** * *** **** **** ******** ***** *** ******* *** * **** ****** **** ******************************************** ***** ***** ** **** ****** According to your site/BBB it should be legitimate company. *** **** * **** ** **** **** ** *** ****** ****** **** * ** ** **** ***** ** ******* *** ********** **** **** ** * ***** ******** I would appreciate if you to look into this matter. Please help me..

  Business response

  24/11/2021

  Thank you for reaching out. We appreciate your patience as we look into this matter with the courier. Our investigation is nearly complete and we expect to reach a favorable resolution shortly. Please don't hesitate to call if you have any questions or concerns. 

  Customer response

  01/12/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, actually they have refunded my money back so at present i dont have any complaints with this business. This resolution is satisfactory to me.And i want to withdraw my complaint back.

  Your assistance really helped me out, Thank you so very much. I really appreciate it.  
  
  Thank you again, Sincerely,
  
  *************************

*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. ↩