ComplaintsforJM Bullion

• Initial Complaint

  03/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Have not received 2015 ******** ****** 1 oz gold coin ordered via credit card #******** 2/16/24 10:28 AM.Refund or send coin.

  Business response

  03/07/2024

  Hello,

  We show this was an order that was placed on 9/6/2023. This order shipped to out on 9/7/2023 and the tracking information indicates that the order was delivered and left with an individual on 9/11/2023.

  Kind regards, 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1/28/2024, I initiated *** payment of $42,915.99 for a tube of 20, 1 oz American Gold Eagle coins with premium shipping.1/30/2024, the amount was draft drafted from my account.2/5/2024, I received email notification that *** had cancelled my order without explanation.Shortly after receiving notice of cancellation, I contacted *** support who confirmed the cancellation but said I would need to initiate and *** reversal with my bank in order to get my money back, which I promptly did.2/6/2024 I received a letter from my bank that the *** reversal could not be reversed because the transaction was valid and the funds already withdrawn.Shortly thereafter I again contacted *** support who told me I'd need to send them a copy of this letter from my bank in order to get my money back.1/20/2024, again contacted who said they would need to send me an agreement to sign before my money would be refunded. They emailed me the agreement which is a poorly drafted and over broad word salad relinquishing my right to complain about (among other things) the refund itself. I told them I would need to speak with a lawyer before signing but was curious what would happen if I didn't and they confirmed that my money would not be refunded until I signed.1/21/2024, I have been advised by a lawyer to not sign the *** agreement which they require to refund my money, and so my money remains in limbo indefinitely.

  Business response

  02/27/2024

  Hello,

  We apologize for the inconvenience you experienced during this process. We take ACH refunds very seriously and we have a due process in place for security reasons. Your refund was initiated yesterday, 2/27/2024. Please allow 1 - 7 days for the funds to be available in your account, depending on your banking institution. 

  Kind regards,

  Customer response

  03/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/18/2023 JM Bullion did a buy back of my silver and I did everything to their letter on shipping. I dropped off the package at FedEx and from there it disappeared. The tracking says it is still where I dropped it off. JB Bullion said it was delivered 'somewhere' as 'they got a phone call' from 'someone' and no other info. on it. So, FedEx dropped it off 'somewhere to someone' and did not zap it for current tracking updates and nobody knows nothing and missing just before the holidays at that, HMMM! Something tells me this is an 'inside job' and I got ripped off! and I'm still getting the run around. I filed a claim 12/29/2024 with FedEx also and the package was insured at that with JB bullion. Here is my claim with JB Bullion. Jm Bullion wrote: Dear BB Ops, A claim has been filed on your behalf for a lost (8) 5 oz Silver Bar (Varied Condition, Any Mint) and (3) that was mailed to you on 12/18/2023 from JM Bullion, Inc.. JM Bullion, Inc. has filed an insurance claim with Cabrella for this parcel and needs you to complete a statement confirming the lost. As of now the tracking is still where I dropped it off! Which I did. see attached doc. and now they want me to do it again...Here is their latest, ..... What size boxes did you use? (Both inside and out) Where did you get them? Was there any tape on the boxes at the time, or did you assemble the boxes from scratch? Where did you pack them? Was there anyone else there during packing? If so, who? What packing material did you use? Paper, peanuts, bubble wrap, something else, nothing? (Both in the inside box and the outside box) What type of tape did you use on the inside box? Clear tape? Brown tape? Both? How wide was the tape? Did you tape only the top of the inside box? Bottom also? Sides? Did you bring this to FedEx or did they pick it up? Did they ever ask about the contents of the package, and if so, what did you tell them?

  Business response

  02/02/2024

  Hello,

  This claim is currently under review with our insurer. The information requested is essential for verifying coverage and confirming compliance with the shipping instructions, which is a standard procedure for processing claims. Please rest assured that we are making every effort to expedite the claim and will notify the customer as soon as we have an update. It is important to note that the resolution of a claim may take up to 30 days or more, and we appreciate the customer's patience in this matter.

  Thanks,

  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered 01/02/24 ***- ******* ACH funds transferred. To them.They canceled order on Jan 9th, Excuse internal audit? No refund after contacting both JM Bullion and my ****** ******* bank To reverse ***** just get the runaround from JM Bullion. no real answers, Told to just **** my bank take care of it!

  Business response

  02/02/2024

  Hello,

  We have informed the customer that regrettably, we are unable to provide a refund at this time due to an existing *** reversal with their banking institution. We are unable to proceed with the refund until the *** reversal with the bank has been resolved. If the reversal is denied, additional documentation is required. We have conveyed this information to the customer and we are committed to resolving this matter promptly upon receipt of the required documentation.
  

  Customer response

  02/02/2024

  My bank ****** ******* Private Bank  ************* does not understand this;  

   From JM Bullion ---We have kindly requested that you contact your bank to initiate a "Good/Service Not Received" ACH reversal request. Additionally, we acknowledge that you contacted us yesterday and were advised that if the reversal request is denied by your bank, a denial letter must be provided.

  Customer response

  02/07/2024

  I have reviewed the business response and accept this resolution. 

  Resolved My bank credited the 63K plus interest,  E-Trade is very bad at communicating

  Thanks for your understanding.   ***********************. Should I dare to make another purchase from JM Bullion?

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order #: ******* Product: 1 Kilo ********** Lunar Series Year of the ************** Mintage of 388.I did NOT receive the coA or the display box. When the coin arrived it was encased in bubble wrap. NO BOX. BO CERTIFICATE OF AUTHENTICITY as advertised. I have NO IDEA what the mintage of my coin is? What limited edition number do I have? I DON'T KNOW. Just a purchase receipt, NO COA no display box.The first time I called JM Bullion I was told this was the fault of their warehouse and offered a $50 gift certificate upon the return of the coin. The 2nd time I called I was told they were not sure if it was the fault of the warehouse and offered a $200 coupon upon the return of my coin.HOW DID MY LIMITED EDITION MINTAGE OF 388 1 KILO COIN END UP IN BUBLE WRAP WITHOUT ITS ORIGINAL DISPLAY CASE AND CERTIFICATE OF AUTHENTICITY?HOW DID THAT HAPPEN?!!!Someone would have had to open the box itself which comes wrapped in plastic from **************, take the coin out of box, take the coin out of it's display case, and throw away the coA, place the coin in bubble wrap ONLY and mail it off.GO TO H*** JM BULLION. I WILL NEVER DO BUSINESS WITH YOU AGAIN.

  Business response

  01/12/2024

  Hello,

  This matter has been successfully resolved directly with the customer.

  Customer response

  01/12/2024

  I have reviewed the business response and accept this resolution. Upon further investigation by JMBullion, they were able to retrieve the *** and display box from their warehouse and mail it to me. I have received everything I had wanted in the original complaint and consider this matter resolved to my benefit. JMBullion also gave me a gift certificate to us on my next purchase for the inconvenience. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ORDERED A 2021 10 OZ ******** SILVER MAGNIFICENT MAPLE LEAF COIN FROM JM BULLION, **** FOR $314.35 PAID BY CHECK. SELLER CLAIMS THIS PRODUCT WAS SHIPPED ON 5-22-23. PRODUCT WAS NEVER RECEIVED. SELLER SAID THEY CANNOT PROVIDE PROOF OF DELIVERY WITH THE EXPLANATION: SINCE THE TRACKING NUMBER HAS ALREADY BEEN RECYCLED BY THE SHIPPING CARRIER.

  Business response

  01/05/2024

  Hello,

  Yes, it is true that we were unable to provide this customer the proof of delivery as requested, as it was no longer accessible to us. This situation is beyond our control as the **** recycles and reuses their tracking numbers. This is why it is crucial to promptly report any non-delivery concerns to us. It is important to note that this order was shipped on May 22nd, 2023 and we were notified about the non-delivery on December 6th, 2023. We will be in contact with the customer to resolve this issue.
  

  Customer response

  01/11/2024

  ON JANUARY 10 I RECEIVED A REFUND OF $314.35,   THANK YOU FOR YOUR HELP IN RESOLVIING  MY COMPLAINT.  CASE CLOSED.    ******  *******

  Customer response

  01/12/2024

  I have reviewed the business response and accept this resolution. ON JANUARY 10 I RECEIVED A REFUND IN THE AMOUNT OF $314.35.  THANK YOU FOR YOUR HELP IN THIS MATTER.  CASE CLOSED.   ***************************
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-10-23, I ordered 80 American Silver Eagle coins at $30something per coin. The spot price for that day was $25.39. JMB always has comparable prices to reputable dealers so it wouldve been about $6 to $11 over spot. Ex: todays spot is $24.26 and JMB has veteran price at $33.05 if paying check and ordering ***** coins. I found out they charged me $44.66 per coin even after my military discount. Thats $19.27 over spot. I have never seen that price for this product and would never buy it at that price. JMB sent four emails after I complained but they just have excuses like how the price is determined which is IRREVELANT to their advertised price for that day. I always purchase the same thing: American Silver Eagle Dollar of the current year. I did not notice any problems until this year both in March and May. The same is noted by a lot of complaints. Im wondering if management changed this year. I know they have the ability to look back and see what they sold it for on that day and I guarantee you its not $44.66!

  Business response

  01/04/2024

  Our premium over spot is primarily influenced by market conditions, supply, and demand. Our ********************** reviewed our pricing list at the time of this customer's order placement. The coins that were ordered were priced at $20.49 over spot per ounce for the first tier price. For qualifying quantity purchases and our military customers, the lowest tier price was $19.00 over spot per ounce. The spot price at the time of the order was $25.66, which means that the pricing is accurate at $44.66 per ounce. The premiums for these coins did not decrease until mid-June of last year. We hope this provides clear clarification! 
  
  

  Customer response

  01/04/2024

  I am rejecting this response because:   There was never a price off $44.66 advertised at the time of purchase for 2023 uncirculated silver American Eagle dollars bought through paid through bank between ***** ounces at veteran rates. I would not buy at that price. Sometimes I order on the phone and sometimes online. I dont know if I was told wrong or why JM is claiming they were selling at $44.66 an ounce which is laughable. Ask any reputable dealer what they sold for on that day under the same above conditions. 

  Business response

  01/05/2024

  Hello,

  We are uncertain about additional actions that can be taken. The pricing, as substantiated by the copy of the invoice that was provided to the customer and verified by our *********************** is indeed accurate. We have utmost confidence in the accuracy of the pricing for this order. Regrettably, we do not have access to the historical pricing of other dealers.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a transaction on JM Bullion to buy a coin using a payment method I have previously used on 11/27/2023. On 11/28/2023 I received a notification that the payment has been confirmed and my product would be shipped. On 11/29, I received a message that my payment wasn't processed correctly and I would have 10 days to update the payment. I then simultaneously received a notice that the order was cancelled and I had to reorder. I was never given the opportunity to update info or provide an alternative payment as is there policy. I doubt this would have happened if the price of gold hadn't gone up as much as it has in the past few days but having been a long time customer I will never use JM again unless they honor the original pricing and allow me to purchase the item at that settled upon value.

  Business response

  12/04/2023

  Hello,

  I'm sorry for the hassle. The account number on the order in question was invalid. This is why it was cancelled. I also show you have since placed a new order. Is there still something needed on this complaint?

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im October 26, 2023, I contacted JM Bullion in an attempt to sell my elderly (84) Mothers silver, 120 ounces in 1 oz increments, that she had purchased from them 2 years ago for $32-34 per round ounce. They gave me a price that was locked in at $.50 below spot, $22.47, for coins. I sent them pictures of the coins (they call them rounds apparently), prior to the transaction. We agreed on a price, and then they advised us to use their prepaid shipping label (we absorb that cost), and that is what was affixed to the box after taping it securely with clear tape. Apparently, there was a hyperlink that specifically stated the word here and it then contained instructions to double box the shipment. I did not click the hyperlink, therefore I only single boxed the product (although it showed up in its original condition, but has been cut open and retaped with only (20) 1 ounce coins (rounds). This means that either someone at Fed Ex stole the 100 ounces of coins, or someone at JM Bullion took them. I will not accuse anyone specifically, but I can tell you that the weight on the shipping label matched the weight that was shipped, so when they claim to have received a different weight, something is incorrect, unless they found a 100 ounce rock inside, which they didnt. I contacted them and eventually got a supervisor named ******. He said that their insurance would not cover the loss because it was not in a double box. That is not a requirement of Fed Ex, which I fully intended to ship out on my account, but used their prepaid label at $69.55, taken off the 20 ounces that they decided to pay for, and then changed the price by reducing it $.50 an ounce, to $1.00 below spot, claiming these were rounds and not coins. Bottom line is I shipped everything as I do in a routine basis, and somehow 100 ounces of brand new silver rounds/coins were stolen by Fed-Ex or JM Bullion. They paid my Mom $2,200 less than was agreed, and are now telling us they are done discussing it.

  Business response

  11/10/2023

  Hello,

  I'm sorry for the loss of this product. The customer readily admits that they package was not double boxed which is stated multiple times in our instructions. This is not a ***** requirement, but a requirement of our third party insurer. ***** does not insure precious metals shipments, so we must use an outside insurer to cover these shipments. I further reviewed the video of the packaging. The box in which this was shipped was a very small box with extremely thin cardboard. The contents was very heavy. This almost certainly was the cause of the items showing up missing. It's possible they were stolen in transit, but based on the packaging materials used it's more likely the box broke in transit, was patched up with items missing, and then delivered.

   

  Since this customer did not double box, our insurance would not reimburse us for this loss. Sometimes we decide to reimburse claims despite these policy violations, however in this case with the customer having never done business with us before, and the packaging being extremely insufficient, we must stand firm on the claim denial. We did return the packaging itself to the customer as they requested. Unfortunately we can't take responsibility for the contents that never arrived at our facility and was shipped differently than our instructions required.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 16, 2023, at 8:40 am, I placed an order for $21,222.75 with **** Bullion for coinage including old silver quarters and half dollars, and five gold one-ounce uncirculated ******** Gold Buffalo coins. These were marked as "Shipped" the next day, and I received an email to that effect with the *** tracking number 1Z7F62913910006555. However, as of this morning, October 26th, the *** status only says "The delivery date will be provided as soon as possible," and *** indicates that it has not received the package from **** Bullion.Several phone calls to **** Bullion have yielded only the reply that "we will check into it with the shipping warehouse in *********" or more lately "we still have not received a status update [from the warehouse] and will notify you as soon as we do". Two days ago they promised me a phone call by the end of the business day with information on the status of the order. The phone call never came, nor the email they promised if they were unable to contact me by phone.I have never placed an online order for anything, from any vendor, that has had this sort of delay between the time the vendor indicated it had been shipped, and when I received some indication of movement by the shipping company (much less the information from them that they had not received the item). This is my first order with this company, and I am concerned that they are running a scam.

  Business response

  11/02/2023

  This order has since been delivered. There are some discrepancies with the order we are still working through, but this original issue is resolved. So sorry for the hassle!

*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. ↩