ComplaintsforToronto Gold Bullion Inc

• Initial Complaint

  24/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As of today, It has been 10 months since I ordered from Toronto Gold Bullion. 2022 April 27: I "pre-ordered" from Toronto Gold Bullion (TGB). June 27: When I had not received anything or heard back from them, I inquired about my order and requested a refund by email. June 28: TGB told me responded: "Your order has not shipped yet because you chose the combined shipping option...If you would like it scheduled, we can start shipping" and they informed me of the order cancellation policy. September 27: I followed up: "What is the status of my order and when would I receive it? I logged in to check the order status and it reads "in progress". What does that mean?" No response from TGB October 14: I followed up: "I am following up on my last email. Please schedule the shipment as soon as possible." No response from TGB November 17: I requested a refund for the following reasons: it had been 6 months since I ordered, I had requested shipment a month ago and I had not heard from TGB since June, despite the product being in stock on the TGB website. I requested they cancel and refund my order in full or else I would file a complaint through Ontario Consumer Protection. November 22: I received an automated email notice from TGB that two-thirds of my order shipped. Between November and December, I had numerous calls with a manager at TGB about this timeline, the unreasonableness of processing my order, TGB's cancellation policy and my disappointment at their lack of transparency about ship times and poor communication. We negotiated details of a refund, which he said he would request approval from management but he never called me back.

  Business response

  17/03/2023

  The client has agreed to receive a refund. Toronto Gold Bullion Inc also agrees to issue a refund. We have a deal there. It is mutually agreed that Toronto Gold Bullion will issue a refund for this order.

  There is usually a refund/restocking fee. Toronto Gold Bullion would like to know if the client is willing to pay the refund fee, or even a part of the usual refund fee that is supposed to go with a refund. We would like the client to know that we appreciate their business greatly and we will continue to appreciate their business regardless of their response. The main priority at Toronto Gold Bullion is customer experience. 

  Customer response

  18/03/2023

  
  Complaint: ********
  
  I am rejecting this response because the the details of the refund have not been confirmed. Therefore we have no mutually agreed upon resolution. 

  The business asks me to consider paying them a refund-fee, which I do not agree is a reasonable request. As I see it, the business received an interest-free loan from me for almost a year. I have not received two-thirds of my order, so I do not see why a refund fee would apply - I request that the business repay me my money in full for product they never delivered after nearly a year since my initial order. 
  

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

  Business response

  12/04/2023

  TGB has already agreed to issue a refund to the customer. We have sent the client an email to confirm that we agree to issue the refund. We are just going through the bureaucratic steps of getting internal approval to waive the refund fees.

  Customer response

  12/04/2023

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

  This matter is not resolved until I receive my refund as agreed in the email correspondence between myself and TGB. 
  

  On April 4, Ehsan from TGB confirmed the amount they will refund me and I agreed. I asked him what info they need from me and when I can expect the refund. He promptly asked for my banking details.

  on April 5, I provided my banking details. 
  

  I haven’t heard back ever since.

  We agreed on the terms of the refund already. I’ll believe it when my money is returned and in my bank account.

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

• Initial Complaint

  22/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May XX XXXX I called The Toronto Gold Bullion Inc, at X-XXX-XXX-XXXX located at XXXX-XXXX Yonge St TORONTO, ON M2M 4J1, and Mr. ***** Z. answer the call and he give me verbal quote for Gold Maple Leaf 1 oz Coin 2022 and Silver Maple Leaf 1 oz Coin 2022, at the time I decide to ordered 25 Gold Maple Leaf 1 oz Coin 2022 at the rate of $2,525.22 for each 1 oz Gold coin for the subtotal of $63,130.50; and 250 Silver Maple Leaf 1 oz Coin 2022at the rate of $37.00 for each 1 oz Silver coin for the subtotal of $9,250.00 the Total for both areCAD $72,380.50. Mr E. told me that as soon as they receive the payment they will ship the items and he said: "You are most welcome. Sure, the system will send you a tracking number automatically when it has shipped. Your is expected to be after 10 business days of payment." " there's no hold period for bill payment" "Toronto Gold Bullion Inc ensures that clients are able to receive their orders faster than ever before. Within the FastShip policy, orders ship within 2 business days of cleared payment. Your orders are still packed with the extra care Toronto Gold Bullion Inc has become known for. Toronto Gold Bullion Inc is committed to providing good service." On May 12 Mr. E. send me an Email with the Sales Order No. SOXXXXXXX and He opened and Account for me No. BXXXXXXXXXXX also Mr. E. requested a Bill Payment. On May 12, 2022 I went to **************** and sent the payment for the amount of CAD $72,380.50. I received a receipt confirming that bill payment to TGB INC paid 123MAY2022 for the amount of 72,380.50 was process. but on May XX XXXX I request to cancel bill payment because I did not receive any calls nor emails I call and every time I call Mr. E. keep telling me How busy he was and to call him next day and he try to avoid me. I sent and email the next day informing Mr. E. that my email **********@**.me was deleted due to the amount of junk mail I was receiving . please callme

  Business response

  15/08/2022

  Business Response /* (1000, 6, 2022/06/22) */ Products were not shipped because of the following three reasons. 1) The customer has a negative balance on their account because they have an unpaid order. Clients are required to pay for all of the orders they place. The unpaid order is now very old and must be paid. 2) The customer tried to recall the payment. TGB can not ship an order if the client is recalling the payment on the order. 3) The customer did not respond to any TGB emails. An individual is contacting us from another email address claiming to be the client but they are not able to use the original email address on file so this has resulted in the client account being flagged. If the above 3 items can be addressed, TGB is eager to continue processing the orders. Consumer Response /* (3000, 8, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Toronto Gold Bullion Inc. 1- On May 11 2022 I call The Toronto Gold Bullion Inc, Mr. Ehsan Z. answer the call and decide to place an order, Mr. Ehsan told me that "as soon as they receive the payment, they will ship the products and, the system will send you a tracking number automatically". I mentioned to Mr. E. that I was interesting making another order in US funds, in a future day, Because I was a new customer and never delt with TGB I need to wait to make sure I receive the first order in order to place the secund order, I have never agreed to place second order, make no sense. Mr. Ehsan replied "no problem I will send you the sales order and the instruction how to send a money order in us funds and after you received the order you can go pay the other order" I did not commit to this order until I have received the shipment of the first order. few days later I received an email from TGB with the instructions how to precede with the payment, but I did not pay because that was not my agreement with Ehsan, I didn't agree to the secund order, He place it without my consent. I keep calling TGB regarding my Order and Mr. Ehsan keep avoiding my calls by saying "I am busy, call me tomorrow and I will let you know when your order will be ship" and keep calling every day and the answer was same. 2- On May 17 2022 I went to *** Bank and request to cancel bill payment due the TGB INC was avoiding my phone calls and no giving answers to my placed order and Mr. Ehsan keep telling me that he has no information regarding my order. I panic and thought that I was a victim of a fraud because I was not receiving information regarding the order. That request was rejected by TGB Inc. on may 26 2022 Decline reason from filler: Client placed and order with TGB INC and funds were applied to order. as you may understand the TGB Inc.. was avoiding my calls and several times email and no response. I called again the next day and Mr. Ehsan rudely answered saying that He has no information regarding my order and to call next two weeks to see if he has any news. And he keeps telling me how busy he was and not to call, obviously I panic and I rushed to the bank to report this to the bank and by the manager's bank suggestion I requested to cancel the bill payment. The next week Mr. Ehsan called me at my phone I answered the call and He accused me over the phone that I was trying to get the gold and the money at same time and accused me of thieve and I was in BIG TROUBLE and unless I'll pay the other order and send them an email saying that I will no asked for money back and a letter from the bank saying that I will never try to request the money back again. TGB Inc will hold that money and that shipment until I meet their demands. From May 11 2022 to May 26 2022, I only received one email may 12 2022 with one attachment from *****@******************.com with the sales order information, on May 18 2022 secund email from Ehsan reminding me that system will send me a tracking number automatically and will be shipped after 10 business days of payment. The 3rd email was information how to pay with money order if I was interested in placing the secund order. Since then, I never receive other emails in **********@**.me 3- On May 26 2022 I emailed and called TGB INC and asked to update my email, because email has changed and provided them with the new email. I called same day May 26 2022 to Mr. Ehsan to update my new email as well. Mr. Ehsan responded to me "that will be a BIG problem and the TGB INC will NOT communicate with me with the new email because they don't know if is me., Mr. Ehsan replied, "because you change your email your money will be on hold because we don't know you, and if you place another order your order your money and product will be on hold because you have changed your email". At the time I asked to explain more but he ************ an cooperate and asked me to call next week to see if he has more information. I have responded to al emails with the old and the new email provided but I haven't got any answer at all. all I got is promotion from TGB INC. My conclusion: On June 22 2022 I receive An Email from TGB Inc. from *******@**************.com **************************** where ******* is thanking me for sending the *** bank letter and letting me know "A part of your shipment will be Scheduled to go out tomorrow" I have received no tracking number nor shipment nor any information so I have decided demand a refund for Failure to Deliver Goods /Services within30 Days Section 49 (1)(d) of the Business Practice and Consumer Protection Act ("BPCP Act") REFUND PROCESS Section 50, 56 of the Business Practices and Consumer Protection ACT On June 23 I sent a Notice of Cancellation of a Distance Sales Contract Lacking a Supply Date for Failure to Deliver Goods/Services within 30 Days, to *******@******************.com Sincerely **********

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