Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although promised by **** when I callled before ordering, he verified by phone that both coins would be shipped in a Perth Mint Capsule. However, one of the coins came in a damaged gashed and scratched capsule that could only be human tampering, thereby, reducing the overall value promised

  Business Response

  Date: 03/03/2025

  Hello, 
  
  Please find attached the email correspondence with the customer. 
  
  The customer received a product that had a plastic capsule slightly cracked (which is common as this is not a collectible item, and the sole purpose of the capsule is to protect the coin inside, which in this case it did). (Note that bullion coins are heavy, and usually during the transport from the mint, these products rub against each other so the capsules they are in may get scratces or cracks, which is their purpose, as they exist to protect the coin.)
  
  Customer expressed their concern, and we offered several solutions to this issue (a coupon code in the value of the capsule, or a full refund). 
  The customer entertained the idea of a refund, but chainged their mind after we advised the refund will have to be directed to the original method of payment (We are obliged to do this because of high risk of fraud in our industry, which in this case was not a concern, but still had to happen as our business policy). 
  
  The customer then found a capsule on a 3rd party website, and advised they would like to be refunded for the capsule in the amount of that purchase, and we advised that we do not offer such refunds, and we provided an option of a coupon code worth $15 dollars that can be used for a future purchase with our company.
  
  We believe we tried in multiple ways to resolve the issue, which was unsatisfactory to the customer, and the customer decided to proceed with the report. We are still open to do a full refund as originally discussed, or offer the coupon worth $15 dollars for the future purchase. 
  
  Please advise if you need any more feedback. 
  
  Thank you 
  Bojan
  

  Business Response

  Date: 03/03/2025

  Hello,
  
  We are sorry to hear you experienced an issue with a product purchased from us.
  
  From the inisight into the correspondence between you and our customer support team, we see the product was delivered in a plastic capsule slightly cracked (please note that this is common as this is not a collectible item, as the sole purpose of the capsule is to protect the coin inside, which in this case it did, and this doesn't change the coin's value. Bullion coins are heavy, and usually during the transport from the mint, these products rub against each other so the capsules they are in may get scratces or cracks, as they exist to protect the coin.)
  
  We offered several solutions to this issue: a coupon code in the value of the capsule, or a full refund.
  
  We are still open to do a full refund as originally discussed, or offer the coupon worth $15 dollars for the future purchase. (We are obliged to refund directly to the original source of payment because of high risk of fraud in our industry, which in this case was not a concern, but still has to happen as our business policy). 
  
  Please let us know how you would like to proceed. 
  
  Kind regards

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/10/23 I paid ********* to this company for ****** ounce Royal Canadian Mint Silver Bars that were listed as new and uncirculated. Upon arrival the bars were all secondary market which are circulated bars. They were tarnished, scratched and far from new as they advertised. They have offered me ****** toward a future purchase which is unacceptable. These bars sell for an average of ****** less than new bars. Prior to receiving, silver has went up around **** per ounce so I now cant order from another company and get the lower spot price. So returning them which they will allow is going to cause me to loose approximately *******, I have screenshots of the add where they list them as new and uncirculated and the salesman that I spoke to admitted this has been an issue with other customers and that management is aware. I would not have ordered them if I had known they were not new.All I want is for them to make up the difference in cost between secondary bars and new ones. Id also like to see the advertisement changed to reflect secondary bars so others wont be lied to like I was. Thanks

  Business Response

  Date: 04/05/2023

  Hello ******, were sorry to hear things didnt go quite right with your order as we aim to ensure our customer's satisfaction. Additionally, we insure every package that is in transit so that our customers can rest assured knowing their investment is protected. We offered you coupons and the option to return and refund the bars fully as a gesture of goodwill. However, we understand that you have declined both options.  If you still want a refund, we are still willing to work with you. Please give ** a call at ************** or email ***************************************** so that we can discuss some options.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19889340
  
  I am rejecting this response because: they are not willing to change their advertisement to reflect secondary market bars and they are refusing to make up the cost difference between new and secondary market bars. For example the Scottsdale Mint sells their secondary market 100oz.  bars for around ****** cheaper than their new ones. This company is falsely advertising these as new and uncirculated as I have the screenshots to prove it. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2023

  Hello ******,
  
  Thank you for your comments regarding the bars you purchased from us. We apologize for any confusion regarding the condition of the bars.
  
  While these bars are indeed the Royal Canadian Mint's new style bars, please note that we have made sure the product listing clearly states that these are Secondary Market bars and priced as such. We do not advertise these bars as new condition from the mint, and we apologize if there was any miscommunication on our part.
  
  Should you have purchased an assorted secondary market product from our site, you would have saved approximately $170. As such, we offered you the $200 credit or to replace the bars with new condition ones as you were expecting. We understand that Scottsdale Mint has a bigger price difference between their new and secondary market bars due to their significantly higher markup than most mints. However, we assure you that we price our products fairly and competitively, considering their condition and other factors.
  
  We appreciate your business with us and still want to make sure that you are satisfied with your purchase. You will receive a $200 coupon to use if you wish. If you have any further questions or concerns, please do not hesitate to contact us at ************** or email us at *****************************************.
  
  Thank you for bringing this to our attention, and we look forward to hearing from you soon.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19889340
  
  I am rejecting this response because:they continue to lie, yes they are advertised as new and I have a screenshot to prove it. I agree they are the new style but you list them as new, not new style (big difference). I have accepted your 200 dollar voucher but I will never purchase from you again. ****** was great to deal with but **** and ******* dont have a clue. ******* told me I couldnt exchange them because he said they had no control over what theyd be replaced with. Funny how ****** offered to replace them. Atttt for ******. Message for **** and *******, quit lying to your customers. Im done and wont respond back.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/08/2023

  Hi ******, we are sorry to hear that our previous response did not fully meet your expectations. Please know that we have tried to answer your concerns to the best of our abilities. 
  We appreciate your business with ** and hope to see you shopping with ** again in the future. We are committed to providing exceptional customer service and are always here to assist you with any concerns or questions you may have. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19889340
  
  I am rejecting this response because: they claim to have exceptional customer service support, ******* and **** were far from that, ****** was great. He offered to allow me to swap the scratched and tarnished bars for different ones even after ******* said that couldnt happen because they have no control over what leaves the warehouse. Well if youd be honest upfront and inform customers that these were secondary market bars that do show wear including being tarnished then we wouldnt be here having this conversation. 
  

  I noticed you changed your specifications to include secondary market ( lightly used) but this also needs to be in the details.

  I only have one bar that I really wanted swapped out and I sent you a photo showing how bad it was tarnished. My entire collection/investment was all new until I received your deceptive order. As you know I did accept your 200 in coupons to make up for some of my loss and I appreciate ****** for that.

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

  Business Response

  Date: 06/06/2023

  Hi ******,

  We are sorry to hear again that our previous response did not fully meet your expectations. Please know that we have tried to answer your concerns to the best of our abilities. We are happy that you were able to use the coupon provided.
  We appreciate your business with ** and hope to see you shopping with ** again in the future. We are committed to providing exceptional customer service and are always here to assist you with any concerns or questions you may have. 

  Sincerely,

  Silver Gold Bull

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27 I ordered gold and silver bullion from Silver Gold Bull. The cost totaled 5,711.97 They said it would take no longer than 3 business days once it was sent. It didn't come the 1st two days so I waited all day for my delivery to come. It never did. I called customer service. They said there had been a delay and it would arrive the next day so I waited all day untill 8:00 pm. It never came. I have two more orders from them. The checks have cleared.. one for 2, 155.39 and one for 1,895.00 I am afraid I have been scammed and I will not receive any coins or refunds. I would like one or the other on all three orders. I have read the other complaints and they sound just like what I am going through. Do not order anything from this company. Not worth the headaches!

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/07/20) */ Contact Name and Title: Crystal H***** Contact Phone: ************** Contact Email: ******@silvergoldbull.com Hello, We have been in contact with ***** through the entire complaint process. We were able to successfully resolve her complaint, by allowing time for delivery. She has received the items in question and would like to close her case. She is having difficulties reaching you. " I tried with the BBB. There is no phone number left an email that said the package was delivered." Would you please reach out to her? Consumer Response /* (2000, 7, 2022/07/26) */ Yes. It has been resolved in Thanks