ComplaintsforBullion Exchanges

• 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.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Nov 22, 2023, I ordered four 5g and one 10g Pamp Suisse bars (in assay) on their site, marked as in stock. On Dec 07, 2023, my order's tracking was canceled. **************** cited an issue with a 5g bar but provided no details over the phone. Following up through website chat with Mashap revealed it was out of stock, contrary to their advertisement: "Items that are in stock are shipped within an estimated 1 to 5 business days of the receipt of cleared payment". After expressing my dissatisfaction, Mashap agreed to overnight the available items and send the missing 5g bar separately.Today, Dec 08, 2023, I received three 5g bars and one 10g bar, but one 5g bar is damaged. I promptly contacted them with pictures, but received an email hours later after they closed that said they often receive new items with imperfections.This is not acceptable because I am certain that the damage will cause this bar to be less desirable if I decide to sell it. Fractional gold in assay has a higher premium because of the packaging and processing so I feel like I did not get what I paid for. Despite them saying new items will often have minor imperfections, I've never received a damaged assayed bar and opinions around me agree that this is not acceptable. I would like Bullion Exchanges to exchange this damaged bar for an undamaged one. I do not want to be stuck with a less than desirable product that directly impacts its value.So far, this entire experience has been very frustrating.

  

  Business response

  12/15/2023

  Thank you for the opportunity to address this matter. We received images of the product in question via email on 12/08/2023 pertaining to your order *********. Our customer service team responded via email on 12/08/2023 that this item is a bullion item and is subject to minor aesthetic flaws.
  
  These items are mass-produced and are not struck to the same quality as collector quality items. These items are shipped directly from the mint and new items will often have imperfections. The images provided confirmed that the product was not damaged in any way. We confirmed that the item was still in new condition regardless of the imperfections. It is widely known throughout the industry that bullion products will exhibit these types of imperfections as they are not collectible or graded items. Furthermore, when selling back to us, the quote will be the same as a bar with no imperfections.
  
  We confirmed via phone on 12/12/2023 that we could accept this bar back for an exchange as a courtesy. An email was sent on 12/13/2023 at 2:38 PM ET which confirmed this resolution and provided additional return details for the product in order *********.
  
  Bullion Exchanges received no further response regarding the request to return the product from order *********.
  
  If you require additional assistance, please contact our customer service team.
  

  Customer response

  12/20/2023

  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:
   

  Unlike their other products, the listing for the gold bar I purchased did not state that it can be subject to imperfections so I feel Ive been mislead by the websites advertisement. The gold bar is indeed damaged and can be seen in the pictures Ive provided. Ive consulted many local professionals and they all agree that this should be returned at the vendors expense due to poor curation on their part. I would not have made this purchase  if their advertisement stated a risk in imperfections.

   

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

  

  Business response

  01/22/2024

  The item purchased was a bullion item as opposed to a collectible, and it is widely understood in the industry that these items are mass-produced and may contain slight imperfections. Despite these possible minor flaws, the product is still considered to be in new condition, as ultimately the 5 gram Gold Bar PAMP Suisse Lady ******* Veriscan ***** Fine (In Assay) came directly from the Mint, in assay, and was shipped exactly as it was received. Therefore, there is nothing valuably wrong with the item.
  
  On 12/12/2023, we confirmed via phone conversation that we would accept this bar back for an exchange as a courtesy since it did not meet his expectations, provided he abide by the deadline of 12/18/23, and on the condition that he provide his own shipping label for the bar, since there was no drawback regarding the value of the item. We were met with no response by the customer.
  
  The option is available as a resolution within seven (7) days from the date on which the customer has received the products from us as stated in our Terms & Conditions. This customer agreed to the Terms & Conditions prior to making the purchase, which visibly indicates that Shipping and handling charges are non-refundable. You are fully responsible for all taxes, as well as return shipping and handling costs.

  Customer response

  02/23/2024

  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:

  Damaged items should be RMA'd, not sold to customers without disclaimer. My experience aligns with the experience of others in the past that have been burdened by this establishment. They've demonstrated the inability to understand that customers are satisfied if their purchase has met their expectations, which is far from in this case.

   

   

   

   

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

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

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a coin from Bullion Exchange that was supposed to be BU which is supposed to be undamaged. When I received it, there was a large scratch on the face

  

  Business response

  07/11/2023

  Thank you for the opportunity to address this matter. We received an email inquiry regarding the return of 1 x 2015 ****** 3/4 oz Grey Wolf Silver Coin ***** Fine BU for order *********. Our customer service representative confirmed on 7/6/2023 that we can accept the product back to our facility to process an exchange.
  
  On 7/6/2023, we received an additional inquiry requesting a return label and additional silver. Unfortunately, we are unable to provide any additional product that was not purchased within the order. Furthermore, a prepaid return label was provided to return the 1 x 2015 ****** 3/4 oz Grey Wolf Silver Coin ***** Fine BU on 7/7/2023 via email to ***************** The product is required to be returned before an exchange can be processed.
  
  If you require additional assistance, please contact our customer service team.

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered items from this merchant. They were never received and I had to file a claim with ***** and file a police report. I been trying to contact the merchant for their insurance information to make a claim and they are not willing to cooperate. The items were very expensive. I just want cooperation from merchant. Been a long time customer.

  

  Business response

  11/30/2022

  Thank you for giving us the opportunity to address this matter. As stated in our Terms and Conditions, our insurance will only cover items that are lost or damaged in transit. Once the item shows that it was delivered as per the tracking information, we are no longer liable and the shipment is the customers responsibility at that point.
  
  
  Your order ********* was shipped on 10/04/2022 with ************** Overnight. The tracking number for your shipment is ************. The ***** tracking states, DELIVERED Wednesday 10/5/2022 at 2:04 pm.
  
  
  The ***** proof of delivery displays that this shipment was delivered and signed for at the shipping address provided on order *********. A claim was submitted for this shipment. ***** denied the claim stating Our records indicate that the delivery option available with the Adult ************************** were followed and there is no evidence of mishandling on the part of *****.
  
  
  We are unable to offer a refund or reshipment as we stated in our Terms and Conditions that we are no longer liable once the tracking information states delivered. ***** confirmed the shipment was delivered to the address provided on order *********.
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order#************-************* on **** platform by seller Bullion Exchanges in amount of $1,205.39 for **************************** American Eagle Type 2 NGC MS 70 ER (Eagle Label). This was a pre-sale item and was shipped out on July, 21, 2021. The **** tracking number#********************** last scan shows on July 23, 2021 by letter carrier shows "gave to Agent for final delivery. I immediately contacted **** on July, 22, 2021 Informing supervisor that I never received my Priority Required Confirmation package. The local post office sent out weekend letter carrier on Saturday, July, 22, 2021 and was unable to locate package. The **** opened official investigation on my behalf. The results of this official investigation determined letter carrier committed forgery, fraud, tampered with mail, employee misconduct, etc and was referred to **** Inspector Office was disciplinary action, although they would not make public was action they will take. This rogue letter carrier admits to signing my signature, this is against **** policy and I never authorized such illegal activity. In fact, **** provided both Bullion Exchanges official findings on their letterhead.The **** issued me a check in amount of $110.00, most allowed by service purchased by seller, due to employee illegal activity. Now, Bullion Exchanges refuses to make things right and refund me balance of $1,095.00 due me. I never got my order and Bullion Exchanges is acting unethically..I want my money ******************* FYI, Bullion Exchanges has extensive documentation from **** and myself. They don't dispute findings they just refuse to pay

  

  Business response

  11/09/2021

  Thank you for allowing us the opportunity to address this matter. We were notified via **** that a case was filed stating the item was not received on 7/24/2021 for **** order **************. The following business day on 7/26/2021 an investigation was filed, ******* Request ********, with **** to gather further information regarding the delivery. 
  
  ******************* escalated the case with **** on 7/30/2021 in an attempt to have **** resolve the matter and not allow Bullion Exchanges to handle this case. **** closed out the case in the sellers, Bullion Exchanges, favor on 8/4/2021. There was no additional information or documentation provided to **** to confirm a misdelivery or theft. On 8/3/2021, **** concluded their investigation on SR ********, stating that the Geolocation shows the carrier at the correct location at the time of delivery. Furthermore, the carrier stated that the recipient, *******************, had a verbal agreement allowing the carrier to sign the package. 
  
  We received several calls/messages and filed additional cases with ****. ******* request ******** was filed on 8/4/2021 and ******* Request ********  was filed on 9/20/2021. These investigations were concluded stating that the package was delivered to the correct location. **** confirmed that ******************* requested the carriers to sign for all shipments addressed to him. **** did not find any evidence to support that the package was misdelivered or that *** ***** did not receive this package. 
  
  As stated in our Shipping Policy on all our **** listings, we state 
  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 
  
  If your shipment is lost or missing, a police report and official documentation signed by the Postmaster of your local *********** must be provided to us before we can refund or replace your order. There are no exceptions to this policy. If you choose not to fully cooperate with our process, Bullion Exchanges nor our insurance company or shipping carrier will have any liability to you.
  
  Based on our records, ******************* did not file a police report nor was a copy of a police report provided therefore, we were unable to further pursue this with our insurance company. Furthermore, ******* Request ********  confirmed that ******************* filed a claim and was expected to receive payment on this shipment. Since a claim was filed for ******************* and not the shipper, the insurance was waived on this package. Due to these circumstances, we are unable to further assist or further investigate this shipment. 
  

  Customer response

  11/13/2021

  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:

  Bullion Exchanges is NOT totally factual about **** order **************. Yes, I called both **** and **** on July 24th, 2021 to report my Priority Signature Confirmation package, tracking number **********************, was never delivered to me nor did I provide my required signature. Last scan on tracking number was "gave to agent for final delivery". Nobody knows who this so called agent person is. It's not my property management, although i did check with them, They have had long standing policy, for over a decade, to not accept deliveries for any resident from any carrier. This so called final delivery never occurred. 

  As Bullion Exchanges knows, one of **** platform requirements is, all orders over $750.00 REQUIRES buyers signature to protect both seller and buyer, this did not occur. Bullion Exchanges never meet ****'s requirements as a seller.

  Based upon forged signature, Bullion Exchanges jumped the gun, went ahead to claim with **** they have obtained my signature for delivery of parcel. Not true, I never signed for package because package was never delivered to me. I have two messages from **** showing I won my case on appeal. However, Bullion Exchanges still refused to pay. When I opened my account years ago on BE's own website, they required  copy of my drivers license which I provided to them and is on file with them. If they had taken time they would of clearly seen that my signature on file did not match forged signature that rogue **** letter carrier entered into her hand held device.

  In addition **** Official Policy doesn't allow any verbal agreements for their letter carriers to sign for any residents. Their official policy requires a signed written agreement uploaded to their database. No so called verbal agreements are allowed as to avoid any so called she said he said problems.

  Now regarding Bullion Exchanges false claim that **** confirmed that *** ***** requested carriers to sign for all packages addressed to him. AGAIN, NOT TRUE. I never have and never will authorize anybody to sign me for. If BE, had checked my many orders from them both on their own website and they **** account, they would have seen I had signed for ALL my other packages, so why would this order be any different. This rogue letter carrier illegally forged my signature, tampered with mail, and was referred to **** OIG(Office of Inspector General) for disciplinary actions. They will never reveal publicly what action they will take, per *****************************-****. I think letter carrier stole package

  *****************************-**** Consumer ********************************* which covers **********, conducted official **** investigation, not Bullion Exchanges manager in *************. Her conclusions, as provided in both her letters provided September 2021 to both Bullion Exchanges and myself as as follows. she concluded they have no written authorization on file which would allow letter carrier to sign for my packages. In addition, she concluded this package is irretrievably lost, they can not prove what actually happened to this parcel. Hence, reason **** paid $110.12 domestic Insurance Claim because package is considered irretrievably lost. The reason why I filed claim with **** Domestic Claim for Insurance is because Bullion Exchanges and ******* refused to file claim with them, despite ******** telling us both that either seller of buyer needed to file insurance claim based upon her findings. In fact, I called **** Domestic Insurance Claim asking for them to stop processing claim to send to me directly, in order for Bullion Exchanges to file directly with them. But, again ******* and Bullion Exchanges threw up another road block, asking *****************************-**** to change last barcode to delete last scan code which reads "gave to agent for final delivery". ******** said absolutely not, **** can never delete any history on bar scans for any tracking number, whether their true or not true. In fact, ******** provided both Bullion Exchanges and myself written email that she could not and would not honor BE's request.  

  I forwarded emails of **** official letters to *******-Supervisor @ Bullion Exchanges, she told me that Bullion Exchanges needed to contact *****************************-**** Official Investigator directly. I gave her *********************************  **** email address: ************************** and her **** cell ************. ******** told me she was more than happy to speak with ******* or anyone else from Bullion Exchanges to provide them further clarity and to email them directly both letters of official findings. But, ******** told me last time we talked that Bullion Exchanges never contacted her directly even though contact information was given to ******* numerous times. ******* did find supporting evidence to support case that package was misdelivered. In fact, she went the extra mile explaining to Bullion Exchanges that package was indeed misdelivered and it was concluded that package was "irretrievably lost". Package was certainly lost in transit as it never was delivered to me. So called "final delivery" never occurred. ******** did refer letter carrier involved to OIG(Postal Inspector) for employee misconduct, forging signature, etc.

  Also, there exists extensive emails communications between *******-Bullion Exchanges, and myself, which I copied in *****************************, even though ******* never took time to contact her directly.

  Bullion Exchanges just put up road block after road block. Oh, by the way Bullion Exchanges, **** OIG(Office of Inspector General) is a Federal *********************** They conduct their own investigations regarding illegal activity. local police agencies don't have authority to conduct **** crimes. you can contact ***************************** she can verify this for you. Not only did I open case with OIG, but, ***************************** also referred **** letter carrier to their law enforcement agency.

  The Postmaster told me he could no longer deal with me because I escalated case to regional office, who took over investigation. **** Consumer ************************Phoenix is above local Postmaster, thus reason for ***************************** conducting officlal investigation and yes, she has alreadry provided Bullion Exchanges written documentation supporting my case.

  I don't understand why Bullion Exchanges has never made the effort to contact **** official investigator. Bullion Exchanges can contact ***************************** and ask for OIG(Federal *********************** report, but I was told they would not be provided that to either parties. Bullion Exchanges has record of contact information for official investigator and beings they can't accept forwarded emails I received from ****, they need to contact directly. Per, ******* they have to speak with **** directly themselves, but have never reached out to *****************************.

  I have fully cooperated with Bullion Exchanges in everything they've asked. They just need to understand OIG(Office of Inspector General) is official Federal ********************** with jurisdiction in this case.

  Bullion Exchanges has refused from the get go to do the right thing. I'm shocked by my treatment.

   

   

   

   

   

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

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

  Customer response

  02/22/2022

  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:

  [Your Answer Here]

   

   

   

   

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

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

  

  Business response

  02/22/2022

  Please reference the **** terms of sale and **** Shipping Policy as this purchase was made through the **** platform and not through our website. When purchasing our items through ****, you agreed and accepted these terms. As stated on our **** Shipping Policy,
  
  If your shipment is lost or missing, a police report and official documentation signed by the Postmaster of your local *********** must be provided to us before we can refund or replace your order. There are no exceptions to this policy. If you choose not to fully cooperate with our process, Bullion Exchanges nor our insurance company or shipping carrier will have any liability to you. At our discretion, we will reship the items or provide you with a refund for your purchase.
  
  Our records show that you had provided us with documentation from **** regarding the status of your shipment. Our inquiries to **** Official Investigator ***************************** were in regards to whether or not Bullion Exchanges can file a claim as one was already filed and approved for this shipment. **** had confirmed that the payment was issued to the recipient, *******************, not to the sender, Bullion Exchanges. Since a claim was already filed, Bullion Exchanges was unable to file a claim as **** allows only one (1) claim to be submitted per tracking number.  In addition, you had refused to provide us with the required Police Report that would have allowed us to escalate this with our insurance. 
  
  Since the order was placed on the **** platform, you had agreed to the terms set forth by **** and your payment for this transaction was managed by ****. **** allows sellers to refund items up to 90 days after the original transaction, ***********************************************************************************. Our records also indicate that a case was escalated with **** in an attempt to retrieve the funds, however, **** denied the reversal since you did not provide **** documentation or evidence of the package being mishandled. The allotted time frame has passed for a refund or resolution. Refusal to comply with our process promptly has resulted in your requests being declined. Bullion Exchanges will not be reversing this decision. 

*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. ↩