Complaints

This profile includes complaints for JM Bullion's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JM Bullion

  11700 Preston Rd STE 660-153 Dallas, TX 75230-6112

  
• 

  JM Bullion, Inc

  1 E Erie St Ste 630 Chicago, IL 60611

• 

  JM Bullion, Inc

  180 N Michigan Ave Ste 1845 Chicago, IL 60601

• 

  JM Bullion

  Dept. 960555 P.O. Box 73196 Oklahoma City, OK 73196

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:04/16/2025

  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.

  4/16/2025 9:01 AM EST Placed an order with JM Bullion in the morning for 2oz of gold (2 x 1 oz American Gold Buffalo Coin (Random Year)), 10oz of silver coins(The JM Bullion Starter Pack), and 2 Coin Cases (32mm Air-Tite Coin Holder Direct Fit) totaling ******** including tax. Was able to go through checkout as a logged in user with selecting eCheck as payment type. I received an email at 12:06 PM ESt that stated the order was canceled and new order would need to be created with a different payment type. I called at 2:29PM EST initially and 2:35 PM EST with follow up questions. I was told that the order was canceled since I was a "new customer" and paying via ******. They could not verify if I would get the same treatment as a guest user. They did not reach out to me prior to canceling the order. They did inform me that I would have to re-order with a different payment type and would not honor the price for the original order, increase in cost by $60.18 (as of 4/16/2025 3:46 PM EST). They did not indicate that the order was fraud. They did not give me the option to change payment methods before canceling the order. I was not contacted prior to the order being canceled. At this point I believe this is a bait and switch because they are not willing to honor the original order price and sellers remorse due to the cost of goods going up after order was placed. Spot Prices at Time of Order: Silver $33.18, Gold $3,321.36

  Business Response

  Date: 04/24/2025

  Hello,

  We apologize for the inconvenience experienced by this customer. Our team has contacted the customer and resolved the issue.

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:04/06/2025

  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.

  I ordered 20 ounces of silver along with along with coin holders for a total of ******** on March 21st, 2025 via ACH ORD-*******. I later ordered 15 oz more ORD-******* for ****** Everything cleared with JM and stated it was shipped on April 1st and April 3. The tracking has the following message "Your shipment was received at 6:02 pm on April 1, 2025 in *********, ********. The acceptance of your package is pending" for both orderes. I have called JM several times. All I have been told is first it was held up because they were doing inventory until April 1st, then I was told it was that the *********** wasn't picking up the orders. If they are still in possession of both my orders totalling ******** then they should either get it out or refund my money which cleared before the first. I feel ripped off and will never do business with them again after this. I want my money or my silver.

  Business Response

  Date: 04/10/2025

  Hello,

  We apologize for the inconvenience and for the experience you've had with your orders. Unfortunately, we were not able to meet your expectations of delivery times. We appreciate you taking the time to speak on the phone and resolve this issue.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 04/14/2025

  After filing the complaint the shipment was sent out a day after they were contacted by BBB.  No one contacted me until after I received the packages.  The phone call went well, they apologized for the problems and gave me a coupon for a future purchase.  I appreciate the apology and the help of the BBB.  This problem is resolved

  Customer Answer

  Date: 04/14/2025

  I have reviewed the business response and after a phone call with one of their representatives apologizing for the problems and a coupon to compensate I feel this matter is resolved.  Thank you BBB

• Initial Complaint

  Date:03/21/2025

  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.

  Tried to order and spend money at this business. First it was one of the rudest customers sales *** I have spoken to. The real problem is they are trying to collect tax money on silver bullion. There is no tax on bullion in my state ********. Or 44 other states. Trying to overcharge.

  Business Response

  Date: 04/24/2025

  Hello,

  We are sorry to hear of the issues this customer experienced while attempting to place an order with us. With regards to sales taxes, we adhere to the sales tax laws as set forth by each state. These laws are changing constantly, and there was a recent update specifically with Kentucky's law. With these rapid changes, it can take a little bit time to configure our site to the new changes. We have reached out to this customer directly, but unfortunately, they stated they were tied up doing something else and we were unable to provide this explanation to him. We apologize for the inconvenience this caused. 

  Kind regards,

  JM Bullion

  Business Response

  Date: 04/24/2025

  Hello,

  We attempted to reach out to this customer twice today but both attempts to reach her were unsuccessful. We have emailed the email referenced in this complaint, and are waiting for the customer to respond. I have attached a copy of the email that was send to this customer. 

  We are not sure how to resolve this without speaking with this customer directly. Can this be reviewed and see if there are any other options available to us?

  Thanks,

  JM Bullion

• Initial Complaint

  Date:03/15/2025

  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 contacted JM bullion because I wanted to sell some gold, ****** Silver Dollars, American Eagles and silver bars. The gold and the silver were in **** ounce denominations. I will include the quote that they sent me the total $39,000 the certificates of authenticity and all of their preceding notices. Their final offer was $19 and change.. Their explanation was that they could not verify the quality or the ****s on any of the items. I find that curious because and I want good pictures copies of all correspondence is that they could not recognize the producer.. *********** thats sold the silver and gold. Its called.******* ******* some of the correspondence from both companies suggest a kinship.. My question is why wouldnt the company buy its own product or calling to question the authenticity of the products I was selling when I have and did send all of the certificates of authenticity. They also called into question the mint ****s on the ****** silver dollars which they claim theyve never heard of there is however, one small problem. A vast majority of ****** Silver dollars or ****ed and made in the *************, which begins with a C so their claim of it being acopy is actually the mint **** from an or your time in American history..I am a disabled American. I do not have money to waste buying copies or fake. Bullion of any type. At best this is a ***** fraud attempt they would not send me the package back insured for the full amountthey offered for it, and I sent them pictures of everything including the certificates of authenticity.. if there was a reasonable thought of it being fake why did they offer me $39,000 after theyve already looked at the receipts the pictures all which been blown up for detail but they never thought to do that before they made the offer? I have run businesses and train people for 40 years and I may not be the best but if I wasnt the best, why was I doing it for 40 years and I still do it today. My disability is physical.

  Business Response

  Date: 03/20/2025

  Hello,
  
  We are sorry to hear of this customer's complaint. However, we stand firm on the decision for this Sell to Us order. The products we received from the customer did not pass our authentication tests. Most of the items were marked as "copy," indicating they were replicas rather than authentic *********** the complaint, the customer mentioned dealing with "*************," which is not a legitimate company, and "*************" also does not exist. Our Sell to Us program is committed to honoring the quoted price, provided that the products are received on time and pass our authentication tests. Regrettably, as communicated to the customer, the order was cancelled, and all products were returned due to their failure to pass the required tests. We apologize for any inconvenience this may have caused.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 03/20/2025

  I am rejecting this response because:   Even though some of those items were copies, there were still made of either 99.9% pure gold and99.9% silver. The certification receipts explained all of that which they had before I sent them the gold and silver! At this time, I have not received the return shipment which I told him to go ahead and do on 3 March. They didnt process my credit card payment until 10 days later why? If you dont want it then withdraw your offer. Why dont I have everything back and why did it take you 10 days to even send it back something funky is going on with this.

  Customer Answer

  Date: 03/26/2025

  Good afternoon, I filed a complaint against JM bullion. I have all the emails from correspondence and all the photos. I am trying to find a way to email all of that information to you. Also, I still have not received the package that they were supposed to send back all of my gold and silver. That they claim is fake in that package or all my receipt receipts for my gold purchases and silver certificates of authenticity from the Mint I have still received no other communication from them, except their claim that everything was correctly. If that is true, why have I not received the shipment of all the items and the Authenticity paperwork. They didnt send the package back until they bill my credit card on 13 March **************************************************** was sent to them on March 3. 2025. They are defaulting a disabled person. And feel no accountability.. if you cant help me then what are you there for? Sincerely ******** ******

  Customer Answer

  Date: 03/27/2025

  Good afternoon,

  The response from JM bullion is both insulting and condescending. They charge my credit card for return shipment on 13 March 2025 as of todays date, I have received nothing none of the product that I shipped to them nor any of the certificates of authenticity that they callously and insultingly dismissed. If there was nothing worth anything, why dont I have it back yet? They offered me $32,000 first and then $39,000 at viewing photos of the items and certificates of authenticity. Its called fraud. Its also called stealing from a disabled person.. my disability is physical, not mental. I happen to be very intelligent.  If I cannot get satisfaction through the Better Business Bureau. Then now Ill have to see it elsewhere, which will cost them much more than either the two amounts that they offered. just in litigation cost to say nothing. What a jury will award a disabled person who has been defrauded by a supposedly reputable company.

  Sincerely

  ******** Parady 

  P.S. So much for the good business reputation.

  Business Response

  Date: 04/10/2025

  Hello,

  The price we quoted is valid for authentic products that have been verified at our Warehouse. We received a shipment from this customer of products that are not authentic, therefore, we are unable to honor the quote. We are not sure what the expectation is from this customer, based on the facts of this case. 

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 04/11/2025

  I am rejecting this response because:   Inadvertently I did include some tribute pieces, but I have the Certificates of authenticity from The United States Mint, The ******* Mint and PCS Stamps and Coins. The ****** Silver Dollars, The Walking Liberty and American Eagle Coins , Gold Bars and the silver bars have also been brought from the same vendors.  My only conclusion is that your company is involved with theft and attempted fraud of a disabled senior citizen.  Therefore your disingenuous actions will cost you even more. You charged my credit card for a return of all that I sent you which I have not received which also is illegal use of my credit card.  I have all of the facts that I require plus the backing of the vendors who you claim you have never heard of and Federal and state laws in which you are currently in violation.  Because of my error in the Tribute pieces you either pay me ********* dollars your last offer was ********* or the legal ramifications will cost you much more.

  Sincerely

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

• Initial Complaint

  Date:03/07/2025

  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 made three unsuccessful attempts to purchase gold coins from JM Bullion. In the first case, I chose the wire option, however, my bank strongly advised me against it. They reviewed the BBB complaints related to JM Bullion customers running into refund issues for the cancelled orders. My two subsequent attempts to complete my purchase using ****** were declined by the JM Bullion even through my ****** account was charged even before I hit the "Place Order" button. Shortly after, the orders were cancelled indicating "internal review" and that JM Bullion required me to use "a bank wire if you would like to place another order". In both instances, I received the refund. This is the first time in my experience where a company consistently refuses to complete transactions following the receipt of payment in order to influence their customers to use a different form of payment that would be more advantageous to the company. This is even though the customers are charged a 4% premium for the ****** option. This is really strange and I'd like to get a better understanding of how to make a purchase and have coins delivered using the credit card or ****** payment methods (if these methods are still available to customers). In case these options are unavailable and they are being erroneously advertised on the JM Bullion website, I am asking the BBB to work with the company on removing the misleading advertising of the unavailable payment options or add clarification (such as dollar limits for each option). I also encourage the BBB to reconsider the A+ rating for this company based on the volume of similar complaints about numerous irregularities.

  Customer Answer

  Date: 03/13/2025

  JM Bullion contacted me and explained that they are using an algorithm, called internal review process. The algorithm reviews the entire account history and makes determination as to whether a) they will do business with you and b) dictates the conditions (e.g. payment method). The associate told me that in my case the algorithm blacklisted my account (as suspicious) for attempting using different payment options, bank wire and ****** for different transactions. This is ironic because based on the BBB comments history, my bank flagged JM Bullion as a risky dealer and advised me to use a more secure payment method that would offer me a recourse should something go wrong with the order. I reviewed JM Bullion's Terms and Conditions. They, essentially, leave their customers with very little or no rights or protections. I understand that there is a great deal of fraud in the precious metal space, however, I wish the company had a better fraud review process in order not to flag respectable clients as fraudsters. Following my experience and the careful review of the Terms and Conditions as well as the Privacy Policy, I, personally, do not feel comfortable having a business relationship with a company that does not offer reasonable rights to their customers and seem to treat their customers unfairly. 

  Quote from Terms & Conditions: "We reserve the right to refuse to provide the Services to any person in our sole and absolute discretion. Without limiting any other legal or equitable remedies available to us, we also reserve the right to suspend or terminate any users right to access the Services at any time, in our sole and absolute discretion."

  Thank you. 

  Business Response

  Date: 03/20/2025

  Hello,
  
  We apologize for the experience you had trying to place your order with us. Due to the nature of the inventory we sell, customer security is of utmost importance to us. We have also seen a rise in illegitimate activity, so we are even more thorough with our checks. Per our Terms and Conditions, we reserve the right to cancel an order if our billing team see some information on their end. We do not give out the reason on why an order was cancelled, as you can imagine, that eliminates the purpose of our vetting process. With regards to the bank refusing to send us a wire, this is the first time we have heard of this issue in our 10+ years in business. We receive wires on a daily basis so we are unsure why your bank advised you against the wire. 

  We are sorry for any inconvenience this experience has caused you and we hope you will give us a chance again in the future. We wish you all the best.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 03/24/2025

  I am rejecting this response because: I still believe that if a company advertises different forms of payments, they should be accepting them indiscriminately. Also, I reviewed the Terms and Conditions and while they serve to protect the company, there is not much recourse available to clients. Thank you. 

  Business Response

  Date: 04/10/2025

  Hello,

  We accept all the payment methods we advertise on our website, and those are correctly listed as accepted payments. We reserve the right to cancel an order at our discretion, as also stated in our Terms and Conditions. We've attempted to contact the customer for more information on their financial institution, but all attempts to call the customer have not been successful. 

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 04/13/2025

  I am rejecting this response because:  I did not receive any additional calls or voice messages from JM Bullion in the past few weeks as noted in their latest response. I would really like for JM Bullion to work with me to help me use their services using a credit card going forward. Thank you. 

• Initial Complaint

  Date:03/05/2025

  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.

  JM Bullion will not let me remove a saved credit card that is no longer active and the system errors when I try to add a new one. I have contacted them several times and tickets were filed with promise of a follow up. There has been no follow up and the problem persists.

  Business Response

  Date: 04/10/2025

  Hello,
  

  Unfortunately, we were unable to add the card due to an issue with the financial institution, however, we were able to remove the invalid card from the account. We have been in contact with this customer with this information. We apologize for the inconvenience this has caused.

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:02/26/2025

  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.

  I contacted this company to remove my account and payment information and they are being elusive not helping me close account. I do not want this company retaining my contact information and payment method. I want no settlement I want my account closed and ********************** to stop contacting me with any emails.

  Business Response

  Date: 03/20/2025

  Hello,

  We apologize for the difficulties you've encountered while trying to close your accounts, as well as the experience that led to this request. We can confirm that your account has been successfully closed, and you will no longer receive any calls or transactional emails, as requested. We wish you all the best and hope you will consider giving us another opportunity to serve your bullion needs in the future.

  Best regards,

  JM Bullion

• Initial Complaint

  Date:01/21/2025

  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.

  On January 16th I placed an order for gold bullion (17 1oz Bars). I paid for the order using an ACH transfer. The money was taken from my account and the order status initially said 'held'. Then on the morning of January 21st I checked the account status and it said "paid, preparing for shipping". About 2 hours later I received an email stating the order had been cancelled. I called customer service and they were unable to tell me why. They required that I fill out a form stating I wouldn't dispute the charge with my bank before they would refund my money.

  Business Response

  Date: 01/30/2025

  Hello,

  We are sorry to hear of the experience this customer had placing an order with us. Due to the nature of the inventory we sell, we have a due process to verify payment information. In this case, we received notification from our bank that this ACH bounced on January 24th. Therefore a refund is no longer owed to this customer. We apologize for the inconvenience this caused.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   The response from this business is false.

  On 16 January the funds were removed from my account (see attached). Approximately 10 days later their system showed the invoice paid and they were preparing shipping.

  I subsequently received a message saying they cancelled the order. I then asked my bank to reverse the ACH.

  They are lying. This is a scam

• Initial Complaint

  Date:01/16/2025

  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.

  On Jan 6, 2025 I ordered 20g of gold and paid $1783.54 through Web Epay (ACH). They took the money out of my account the next day. On Jan 10, 2025, JM Bullion CANCELLED my order saying it was due to "Internal Review". They did not give me a refund. I had to contact them and they told me to go to my bank and dispute the charge and do an ACH reversal. Since they held the order for 5 days, my bank was unable to do the reversal. They said I needed a letter from my bank stating the reason why they could not do the reversal. My bank does not write letters of that sort so they are trying to create a unique letter just for me and have it approved by management. I asked if they could just give me the gold since they already have my money but they said, "no". It has been 10 days since I ordered and still have no money and no gold. This website is a scam. I don't believe they even have gold.

  Business Response

  Date: 01/23/2025

  Hello,

  We are sorry to hear of the issues with this order. There were inconsistencies with the information provided which is why this order was cancelled. We processed a full refund on 1/21. However, after the refund was processed, the original ACH payment returned. Therefore, this customer was double refunded. An email with an invoice was sent to this customer for the double payment. 

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:01/16/2025

  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.

  Purchase of pre-1933 gold coins from JM bullion. Coins were fake and one of the 5 was not even proper weight and not gold. Coin was returned with original purchase receipt as per request of company. Purchase price was not refunded nor was the coin replaced. We are now out the amount of $625 which was the purchase price of this coin. ( part of the 5 coin set . The other four were sold for the price of the gold not for their collectible price.) They are guilty of selling a fraudulent coin and refuse to stand behind their sale of supposedly authentic coins.

  Customer Answer

  Date: 01/21/2025

  The company has returned the fake coin to us.  They have stated that even though we have the original receipt that they cant verify that this is what they sold us.  
       Very very shady company.  Stated originally that they would make this right but ultimately they offered a $100 voucher for another purchase and ultimately returned the fake coin to us and kept the $625 purchase price!  
       We have no recourse at this point.  Calling the case settled.  Will never use this shady company that refuses to stand behind their sales again.  Will never recommend them to anyone and will not hold back personal opinion!  Very very bad review!!!!!

  Business Response

  Date: 01/30/2025

  Hello,

  We are sorry to hear of this customer experience. The order referenced in this complaint was placed on July 4th, 2021. We stand by our products and will resolve any issues with any order, provided they contact us within a timely manner. Per our terms and conditions, "we will accept a return of the products for a refund of the Purchase Price, less the original shipping and handling costs provided such return is initiated within five (5) business days from the date the products are delivered by the carrier to the shipping address you provided on the order and provided such products are returned in their original condition."

  This return was initiated more than a year after the order was received and the product reference in this complaint was a 4 coin set, and the customer only returned one of the coins in the coin set. Therefore this purchase does not qualify for a refund or an exchange. 

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   Independent testing showed this coinweighed less than and had metals not gold. I paid $625 for each coin and was offered a coupon worth $100 toward another purchase

  Customer Answer

  Date: 01/31/2025

  They have returned the fake coin and kept the $625.  Case closed.  Thank you for your help.  We will never use JM Bullion again and will strongly caution everyone we know about their business.