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:04/05/2023

  Type:Delivery 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.

  I was invoiced on March 20, 2023 for an order that I placed on March 7, 2023. $1532.90 has been received (debited from my checking account) by SD Bullion. They have not yet sent my order, even though I was was told that it would be sent by 04/03/23.

  

  Business Response

  Date: 04/05/2023

  Hello ******,
  
  We understand your frustration with our shipping times. We are working around the clock 24-7 to ship out all open orders that are eligible to ship. 
  
  Please take into consideration there are different internal processing times for the diverse payment methods. Payment processing times are as follows: Bank wire: 24-48 business hours Electronic check: 3-5 business days Personal check: 3-5 business days, once received Credit Card/Paypal: 24-48 business hours After the above time frame for our accounting team to fully process the payment, the order is released to the shipping queue. The current shipping queue time is expected to be 6-8 business days from payment fully processed by our accounting team. 
  
  We appreciate your business with us, and know this is a long time to wait for your order. Our website does have a discloser during the checkout screen, and our CEO also sent out a message to all of our customer base explaining our current situation here at SD Bullion. We appreciate your business with us and your understanding as we work to fulfill all our open orders. 
  
  Please feel free to contact us with any additional feedback or questions that you have. 
  
  Sincerely,
  
  SD Bullion Customer Service

• Initial Complaint

  Date:03/31/2023

  Type:Delivery 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.

  I would not order from SD Bullion due to their lack of delivery. I ordered a product from SD Bullion worth many thousands of dollars on 3-21-2023. My bank wired the funds immediately the following morning (3-22) and SD Bullion received it. TEN Days later (3-31), they still will not tell me if/when my product will ship! This is a dreadful lack of customer service. Complaints: 1. They clearly take WEEKS to ship your product even when you wire the money immediately and pay for 2nd day Fed-Ex shipping. 2. The employee who finally answered the phone changed the terms of my order and tried to make me feel like it was my fault. My order came under 4 days maximum shipping time and she changed it to 13 days on the phone call. So I said Oh it will ship on April 3 then for sure right? And she said she cannot provide a ship date!! This is really infuriating as they have no problem promptly accepting your money. 3. The only way to get hold of a person on the telephone, you have to wait on hold forever and keep trying back. 4. They do not reply promptly at all to their email inquiries. No one replied to my email inquiry about a ship date which was sent to their customer service email this week showing this order#.

  

  Business Response

  Date: 04/04/2023

  Hello ****,
  
  Thank you for taking the time to leave us a review.
  
  Shipping times have increased across the industry as a result of recent metal demands. We're working to ship out orders as quickly as possible, and we provide tracking information as soon as orders go out the door! We understand your frustration with our shipping times. We are working around the clock 24-7 to ship out all open orders that are cleared to ship. Our customer service agents are not given ship dates for orders, do they are unable to provide customers with that information. We appreciate your business with us, and know this is a long time to wait for your order. Our CEO sent out a message to all of our customer base explaining our current situation here at SD Bullion. We appreciate your business with us and your understanding as we work to fulfill all our open orders. 
  
  We apologize for the confusion. 2-day shipping does not begin until the order has actually shipped. It takes 2 business days for bank wire payments to process and then for the order to go into the shipping queue to be shipped out, which takes about 6-8 business days currently.
  
  With the recent market shift, our call volume has increased significantly. Because of this, customers may experience a slight wait time prior to being connected to a trader. Our traders are working to provide quick and efficient care to all customers. Upon looking, I do not see any emails from the email you provided or your name. We would be happy to look further into this if you would like to call us or email us. Our bullion team can be reached at 1-800-294-8732 and [email protected]. We are available from 8 a.m.-8 p.m. EST Monday through Thursday and from 8 a.m.-6 p.m. EST on Friday.
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

  Customer Answer

  Date: 04/04/2023

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

  Unfortunately, SD Bullion's response makes no sense.  Their response to the BBB describes orders being shipped 8 to 10 days total after the order date.  Well, it's been 14 days now for my order.  SD Bullion advertised very short ship times when I ordered and only recently increased to 8-10 days.  SD Bullion still will not tell me a ship date though my order is so incredibly past due.  I just want my simple order shipped.  Those are the facts.  There is no way the BBB rating of 4.8 stars for SD Bullion can be legitimate.
  
  Sincerely,
  **** ******

  

  Business Response

  Date: 04/05/2023

  Hello ****, 
  
  Thank you for taking the time to leave us a review. 
  
  We apologize for the confusion. The order was placed on March 21st. The bank wire was sent on March 22nd and cleared on March 24th. The order then went to our shipping queue for about 6-8 business days to be packaged, labelled, and wait to be picked up by the carrier. Today is the 8th business day. 
   
  We would be happy to ensure the order is shipped this week if you could give us a call! Our bullion team can be reached at 1-800-294-8732. We are available from 8 a.m.-8 p.m. EST Monday through Thursday and from 8 a.m.-6 p.m. EST on Friday.
  
  Thank you for supporting SD Bullion!
  
  Best, 
  SD Bullion Customer Service

• Initial Complaint

  Date:03/29/2023

  Type:Delivery 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.

  First I have to admit that I have ordered 3 times from SD and the first 2 times I had no issues. This time I am extremely frustrated with the company on 2 fronts. 1st, I placed an order on 3/15/2023 for 1 Oz bar of platinum (1 OZ/1 small item). On 3/16/2023 my bank cleared the check. It has been 2 weeks and the product has not shipped. Understand, I know they wait for the cash to clear bank as they should. But there is no excuse for waiting to actually ship once the payment clears. Even if it took an additional week to clear the item should ship immediately as it is paid for in full. So my thought on this matter is they are very unorganized and cannot handle the process of effectively completing a sale process that is efficient. Why this is important is that in order to receive metals in the mail you have to be home to sign for them and when ordering from SD Bullion you would have to consider their process closely because of your personal work schedule or travel schedule which is imperative on delivery because it must be signed for. 2nd, when trying to reach out to the company on the telephone the phone number does not work and hasn't worked since I have been ordering from the company. So if you think you can talk to a live person or like to talk to a real person for service, this is not the company to work with as you cannot speak to a live service member and there are other companies who have much better processes and phone numbers that work. So I try using the LIVE CHAT service to obtain service and it was an absolute joke! simple their excuse was demand for products are high and they will mail the product sometime in the future, WHAT? You mean you cant estimate the day you will be mailing my small 1 OZ bar even after 2 weeks of shipping orders? you have no idea how many orders are in front of mine and how many they send a day? Again, very poor organization. That's basic business when you are an online service provider isn't it? Do not order from SD Bullion...

  

  Business Response

  Date: 04/03/2023

  Hello *****,
  
  Thank you for taking the time to leave us a review.
  
  Shipping times have increased across the industry as a result of recent metal demands. We're working to ship out orders as quickly as possible, and we provide tracking information as soon as orders go out the door!
  
  Our current ship times are as follows:
  
  Once received, e-check, personal check, money order and cashier's check take 3-5 business days to process through our accounting system. After that, it usually takes orders 5+ business days to process through the shipping queue due to high order volume but could take slightly longer due to the current demand. For packing, labelling, and processing through the shipping queue, the order does not ship out until at least 5 business days after payment has cleared.
  
  With the recent market shift, our call volume has increased significantly. Because of this, customers may experience a slight wait time prior to being connected to a trader. Our traders are working to provide quick and efficient care to all customers. 
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

  Customer Answer

  Date: 04/03/2023

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  The quality of service at SD Bullion has taken a MASSIVE nose dive. I am now on day 13 of waiting for my order to be shipped after payment has cleared. Customer service is awful, it's now just ChatGPT and 3rd party customer service that is horrendous. There 0 customer service, and all they keep saying is they can't guarantee any shipping dates or commit to anything and give massive open ended answers that mean nothing. So I finally called in to get an update about my order because I have been getting ** responses to my emails to their support email, and again got somebody on the line who literally sounded like they were high and could not give me a straight answer about when my order would ship. Obviously frustrated, I asked for a refund for an order that has not been shipped or fulfilled and I had to pay a FORTY DOLLAR REFUND FEE. I WILL NEVER EVER EVER USE THIS BUSINESS AGAIN. I want my $40 dollar scam fee back for the horrible service AND I want some kind of compensation for wasting my time and giving me the run around. Way to burn a loyal customer!

  

  Business Response

  Date: 04/03/2023

  Hello ******,
  
  Thank you for taking the time to leave us a review.
  
  Shipping times have increased across the industry as a result of recent metal demands. We're working to ship out orders as quickly as possible, and we provide tracking information as soon as orders go out the door!
  
  Our current ship times are as follows:
  
  Once we fully verify payment the order moves into our shipping queue and will ship out in 5+ business days due to high order volume but could take slightly longer due to the current demand.
  
  Our customer service department is not able to provide estimated ship dates as that information is not known.
  
  We apologize for any cancellation fee confusion. We have cancellation fees because this is a live market business. Cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss. Every customer must agree to these terms prior to submitting their order, whether they place the order online or over the phone with an agent. 
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

  Customer Answer

  Date: 04/03/2023

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

  The 2 week plus shipping time was not disclosed, and there is no justification for a $40 fee when your customer service team couldn't even give me a concrete window of time for when my order might be shipped. If you want me to remove my bad reviews on all the platforms I left them on, you can refund my money which is obviously a scam fee. If not, the price for that $40 is the bad reviews. Enjoy either way!

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

  

  Business Response

  Date: 04/03/2023

  Hello ******,
  
  We understand your frustration with our shipping times. We are working around the clock 24-7 to ship out all open orders that are cleared to ship. 
  
  We appreciate your business with us, and know this is a long time to wait for your order. Our CEO sent out a message to all of our customer base explaining our current situation here at SD Bullion. We appreciate your business with us and your understanding as we work to fulfill all our open orders. 
  
  Because we operate in a live market, all bullion dealers have the same type of cancellation policies and fees in place as we all have to hedge every order that is placed. Meaning when an order is locked in we must purchase a hedge of the same oz at that market price. When an order is cancelled the bullion dealer takes a loss on those hedged ounces. Cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss. Every customer must agree to these terms prior to submitting their order, whether they place the order online or over the phone with an agent. 
  
  Please feel free to contact us with any additional feedback or questions that you have. 
  
  Sincerely,
  
  SD Bullion Customer Service

  Customer Answer

  Date: 04/04/2023

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

   

  this is clearly an automated reply, no thought went into this. Just repeating the same thing in all their replies.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/28/2023

  Type:Delivery 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 3/20/2023 I placed an order for a 5oz bar of silver and 1g bar of gold,checked my account and showed payment received. website shows 1-3 business days to ship once payment received. I also chose 2 day FedEx shipping. I called on the 4th day and after to failed call attempt (no answers) and long wait times, was able to talk to someone and they told me market times are processing 3-5 business days and will receive an email with my shipping information by the end of the day (Friday) or by Monday. I waited till Tuesday following week and no email so I called again and as stated above after a couple of failed call attempts (no answer) finally talked to someone and they stated that I should be receiving an email with shipping information "sometime" this week. I should have read other customer reviews before ordering because I'm not the only one experiencing this. Also, people are investing thousands if not more of their hard earned dollars into this, where is the professionalism? Your phone prompt states check online for order updates and this longer than normal wait is not showing up as an update in my account. Domino's Pizza online updates tell you when they are putting toppings on my pizza for a miniscule cost and I can't get anything more than payment received from SD Bullion.

  

  Business Response

  Date: 04/03/2023

  Hello *******,
  
  Thank you for taking the time to leave us a review.
  
  Shipping times have increased across the industry as a result of recent metal demands. We're working to ship out orders as quickly as possible, and we provide tracking information as soon as orders go out the door!
  
  Our current ship times are as follows:
  
  Once we fully verify payment the order moves into our shipping queue and will ship out in 5+ business days due to high order volume but could take slightly longer due to the current demand.
  
  With the recent market shift, our call volume has increased significantly. Because of this, customers may experience a slight wait time prior to being connected to a trader. Our traders are working to provide quick and efficient care to all customers.
  
  We apologize for the confusion. 2-day shipping does not begin until the order has actually shipped. It takes a couple of days for payment to process and then for the order to go into the shipping queue to be shipped out.
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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.

  Made order on 3/20, wired payment on 3/20. Received payment receipt from SD Bullion on 3/21. Processing time has exceeded 3-5 business day processing window. Don't care about demand, call volume or business problems. Expect prompt shipment & resolution or immediate wire refund.

  

  Business Response

  Date: 04/03/2023

  Hello *******,
  
  Thank you for taking the time to leave us a review.
  
  Shipping times have increased across the industry as a result of recent metal demands. We're working to ship out orders as quickly as possible, and we provide tracking information as soon as orders go out the door!
  

  Our current ship times are as follows:

  Once we fully verify payment the order moves into our shipping queue and will ship out in 5+ business days due to high order volume but could take slightly longer due to the current demand. For packing, labelling, and processing through the shipping queue, the order does not ship out until at least 5 business days after payment has cleared.
  

  We sincerely appreciate your understanding as the ship times have increased and for supporting SD Bullion!
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

• Initial Complaint

  Date:03/24/2023

  Type:Delivery 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.

  Order ******** placed on March 8, 2023. Check sent and verified received March 13, 2023. Check amount withdrawn from my account March 13, 2023 Note “3-5” days processing period. Placed phone call and spoke with representative March 21, 2023 for the purpose of determining status of order with a shipping date. Representative claimed order would be shipped within the week and a confirmation would be coming. Called March 24, 2023 to determine order status. Representative said no shipping date was available. I i

  

  Business Response

  Date: 04/03/2023

  Hello **,
  
  Thank you for taking the time to leave us a review.
  
  Shipping times have increased across the industry as a result of recent metal demands. We're working to ship out orders as quickly as possible, and we provide tracking information as soon as orders go out the door!
   
  Our current ship times are as follows:
  
  Once received, e-check, personal check, money order and cashier's check take 3-5 business days to process through our accounting system. After that, it usually takes orders 5+ business days to process through the shipping queue due to high order volume but could take slightly longer due to the current demand. For packing, labelling, and processing through the shipping queue, the order does not ship out until at least 5 business days after payment has cleared.
  
  We sincerely appreciate your understanding as the ship times have increased and for supporting SD Bullion!
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

  Customer Answer

  Date: 04/03/2023

  
  Better Business Bureau:

  My order arrived today, April 3. The timing did not meet the preparation/shipping time claimed when my order was placed OR What they have represented in this explanation.
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Their customer service would improve if their reps were factual in reporting what to expect.
  
  Sincerely,
  
  ** **********

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising 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.

  I placed an order with SD mon 3/20 and sent a wire thru Bof A rt away. It says money has to be recieved 1-2 days after the order is placed. I kept checking online to see if the order processed. Later that weekend I called my bank to see if my wire transfer went through. They couldnt find it. I figured my first order was expired because they said payment has to be sent 1-2 biz dys and because there is no way to cancel the order online. You can order online so why can't you cancel it? Figuring it was cancelled, I placed another order and I paid a higher price and even doubled my order. I wired the money again. and called by bank to confirm. I called to explain to SD Bullion what happened and they threatened me and said i have to either pay 35 cancellation fee or the full order amount of the first order. Spoke to *****, the customer service manager and he refused to let me speak to his manager, refused to give me his full name and refused to give me his employee ID number. He would not give me someone above him to speak with. He just kept threatening me that i have to pay a cancellation fee or pay for first order in its entirety. This is wrong. I placed an order with them paid in full. I can't help the banking problem and when i realized the first order didnt go through i placed a second one trying to get my product.

  

  Business Response

  Date: 03/31/2023

  Hello,

  We apologize for any cancellation fee confusion. We have cancellation fees because this is a live market business. Cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss. Every customer must agree to these terms prior to submitting their order, whether they place the order online or over the phone with an agent. In addition, the terms state that orders are locked in once submitted and they will not be cancelled without cancellation fees.
  

  In regard to our customer service manager, *****, he was not trying to withhold information from you. Our employees are not allowed to give customers their last name, for security reasons. Also, we do not have employee ID numbers, we simply go by our names at SD Bullion.

  We'd be happy to work with you on these cancellation fees. You can email us at [email protected] or call our bullion team at 1-800-294-8732. We are available from 8 a.m.-8 p.m. est Monday through Thursday and from 8 a.m.-6 p.m. est on Friday.

  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

  
  

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service 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 March 8, 2023 I ordered $1,546 worth of silver products on SD Bullion's website. My credit card was charged, according to SD Bullion the trade was locked in, and I was given an order confirmation of #21281131. On March 10th I received an email asking for additional information. I was given until March 15th to send in the information. Then on March 13th suddenly SD Bullion canceled the order. I then received another email on March 14th again asking for more information and reiterating that I had until the 15th to turn it in. SD Bullion canceled the order 5 days after it had been confirmed and it had been locked in. Meanwhile, the cost of silver went up and so if I were to order the same product again it would cost me a lot more money. It's clear that SD Bullion canceled the order, 5 days after confirming it, once they realized that the price of silver had gone up and they could get more money for their product. After this happened I did some research on the company and found out that this is something they have a bad reputation for. On March 14th I called the company asking them to reinstate the order as they canceled it 5 days after confirming it and two days before the deadline for me to send in extra information. I spoke to someone and asked for a phone call from a supervisor. Someone from customer service called me more than 48 hours later (after they said they would) but he was extremely rude and unhelpful. He said that I needed to talk to the review department but he refused to connect me to them. He said that someone from the review department could possibly call me back when they have the time. It was clear that he had no intention to help me and was not willing to connect me to a supervisor, someone in the review department, or someone who could help me. I sent an email to SD Bullion on March 16th but I have yet to hear back from them. Again, SD Bullion suddenly canceled my order 5 days after confirming it and locking the trade in.

  

  Business Response

  Date: 04/03/2023

  Hello ****, 
  
  Thank you for taking the time to leave us a review. 
  
  We apologize for this misunderstanding. We require additional information on orders our fraud department deem too risky to verify the payment. This process usually only takes a day or two. However, if we require more information, we reach out to the customer to request it. If we do not receive a response with the information to verify the purchase, we, unfortunately, have to cancel the order.
  
  We'd be happy to help you and look into this further. You can email us at [email protected] or call our bullion team at 1-800-294-8732. We are available from 8 a.m.-8 p.m. est Monday through Thursday and from 8 a.m.-6 p.m. est on Friday. 
  
  Thank you for your feedback! 
  
  Best, 
  SD Bullion Customer Service

  Customer Answer

  Date: 04/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: as I previously stated in the original complaint, SD Bullion sent a message on March 10th requesting that more information be sent in by March 15th. On March 13th I tried to send in the information but couldn't because they had already canceled the order, even though they said I had until the 15th of March. When I sent in the original complaint, I attached the email that said I had until the 15th. In fact, SD Bullion sent me an email still asking for the information AFTER they had abruptly canceled the order.

  Again, they asked for the information to be turned in by the 15th but, once the price of silver went way up, they canceled the order before we could even send in the information, before the deadline, and before they sent more emails asking for the information. What they say in this response is NOT what happened.  They did not cancel the order after not receiving the information. They canceled it before I could even send in the information and before the deadline. And in this response, they said that I could email them for more help. I emailed them almost three weeks ago, on March 16th, and I still haven't heard anything from them. This is one reason why I took this to the BBB. They are claiming that they canceled the order because they did not get the information for verification but when I tried to send it in I couldn't as they had preemptively and abruptly canceled the order before the deadline. It is clear that they canceled the order (even after the trade was locked in), ignored their own business practices, and lied about it in this response, so they could make more money. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/06/2023

  Hello ****,
   
  SD Bullion has a fraud prevention and transaction verification system in place to protect our company and consumers from potentially fraudulent transactions. We are not required to process any order submitted as we have a legal and ethical obligation to verify transactions. 
   
  Due to various security reasons, the system denied this order as too high risk to process. A request for additional information was sent and not responded to. The customer did not contact us to express any difficulty with the request however it was viewed and not completed for 4 days. The customer did not email us until 3 days after the order was already canceled. Again, SD Bullion is not required to fulfill any order deemed high risk (or otherwise), especially due to a recent increase in fraud in the precious metals industry.
   
  Because we operate in a live market, and the order was already, the original market price was no longer locked in, and a new order would need to be submitted at the current market price. 
   
  Our team is happy to discuss this situation in more detail if you would like to contact us via email or phone. 
  
  Thank you for supporting us by purchasing your gold, platinum, and silver from SDBullion.com!
   
  Sincerely,
   
  SD Bullion Customer Service

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: SD Bullion is still not telling the truth about what happened with this order. Again, I received an email asking for additional documentation and was given until March 15th to respond. As soon as I saw the email on March 13th, I attempted to send in the documentation but I was not able to as the order had already been canceled two days before the deadline. 

  Also, SD Bullion points out that I did not email them right away about the issue. That's because I called them on March 14th and was waiting for a phone call back from a supervisor. I actually tried to call on the 13th as soon as I realized what they had done but their offices were closed. So of course I didn't email them as I was waiting for the call from their supervisor. The supervisor finally called on March 16th but he was very rude and unhelpful. So that same day I decided to email the company and I still have not gotten a response from SD Bullion. That was almost one month ago. In their responses they keep saying that I can email them to get help but that's obviously not true as I have tried and still not received a response over three weeks later. 

  Once again, SD Bullion did not honor the order that I made, and paid for, and they continue to ignore the fact that they canceled the order before the deadline they had given to give further documentation. If I had until March 15h to send in the documentation then why did they cancel on the 13th? It's obviously because the price of silver had gone up and they know longer wanted to go through with the order. My payment had already gone through to my credit card and the trade was locked in, the sale was good. So basically they did not follow their own business practices and they are refusing to do proper customer service now. 

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

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair 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.

  I am 79 with disabilities vision/hearing I called this company about buying siler I waited to make a large purchase they said to send a check and if they didnt get it in 2 weeks they would cancel the offer. I did not sign a contract right after I suffered heart and eye problems and have been in VA hospital 8 times. My helper saw a email from them that they are charge me &1003.56 and will go to collection 3/15/23 then I owe $2424.92

  Customer Answer

  Date: 03/17/2023

  On March 15 thay are going to increase my cancelation fine from $1616 to $2424 and put it in collection. Time is runing out for me. I am 79 disabled Vet with vision, hearing and mental problems. What I understood was that if they did not rcieve my check in 2 weeks the purchase would be canceled. Please get back to me as I am very worried. The person helping me had to leave and I am all alone and I don't know what to do. **** ***** *** ***-****

  On Tuesday, March 7, 2023, 11:58:38 AM PST, <**********************> wrote:

  **** *****
  

  none listed
  *****, *** *****
  
  

  

  Business Response

  Date: 04/03/2023

  Hello ****,
  
  We apologize for any cancellation fee confusion. We have cancellation fees because this is a live market business. Cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss. Every customer must agree to these terms prior to submitting their order, whether they place the order online or over the phone with an agent.
   
  We'd be happy to help you and look into your cancellation fees. You can email us at ******************* or call our bullion team at 1-800-***-****. We are available from 8 a.m.-8 p.m. est Monday through Thursday and from 8 a.m.-6 p.m. est on Friday. 
  
  Thank you for your feedback!
  
  Best,
  SD Bullion Customer Service

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had no idea about the cancelation fees. Everything was done on the phone. I am 79. Permanently disabled. Also hearing and vision impaired.
  I only remember the man I spoke with saying if they did not get a check in 2 weeks it would be canceled. Also the house i was going to move intoi burned down and insurance wont cover repairs. Now the money i was going to buy the silver with I will need to live on as I only have $1050 from ssi. I will be unable to pay any fees to sd bullion. I was never told that they could charge over $1000 late fee and then double it if I was late on that. I wrote SD Bullion and asked them to send me some type of contract or written that I aggreed to and got know responce. I am all alone and have no help in dealing with these matters except the BBB. SD Bullion is threatining to put this in collection.

  Sincerely,
  
  **** ***** that i am liable for

  

  Business Response

  Date: 04/05/2023

  Mr. *****,
   
  Thank you for your note. 
   
  This has been escalated to executive leadership as we take every action possible to provide the highest level of service possible to our customers. 
   
  While we have reviewed your situation and are understanding of the difficulties surrounding this circumstance, we can not provide an exception to our policies and all fees are owed as described in previous communication. While we are empathetic, we have an obligation to enforce our policies in full.
   
  In order to resolve these cancelation fees, please call a member of our team at 1-800-***-****. They are available from 8 a.m.-8 p.m. EST Monday through Thursday and from 8 a.m.-6 p.m. EST on Friday.
  
  Thank you for supporting The Doc and purchasing your gold, platinum, and silver from SDBullion.com!
   
  Sincerely,
   
  SD Bullion Customer Service

  Customer Answer

  Date: 04/06/2023

  
  Complaint: ********
  I am 79 permanantly disabled and alone. I also have a type of autism nowncalled neurodivercity and have difficulties in social situations. I need some one to help me if I am going to have to communicate with this company. I had 5 trips to the VA hospital after making the deal with SD because of heart. I also had cateract surgery on both eyes that coased damage in both eyes. Now have permanent retina damage. All this happend in the two weeks after contacting SD.I do not want to speak with SD with out help as I missunderstand and make misstakes. I  am hearing and vision impaired. I will try and reach out to seniors with dissabilities to see if some one could help me.

  I am rejecting this response because:
    t

  
  Sincerely,
  
  **** *****