ComplaintsforJM Bullion

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/19/2021 ordered $3055.22 worth of silver coins thru JM Bullion. I did so online only after speaking with sales rep on phone about how the goods are shipped and insured. I have taped conversation with sales person telling me the goods are insured thru the entire transit process. I was worried as they would not ship a more secure way thru FED EX or UPS. I called to to ensure it would be covered while in transit and they assured me it would. They deducted the funds straight from bank account. The coins never arrived. I had been tracking it online and it continued to say in transit. Because it was insured and during the busy holiday season I was not that worried. I called and emailed them on 12/20 to see what was going on and why I had not received and to file a claim. They told me it WAS NOT insured thru entire transit time and that I would not be getting the goods or the money back. The manager Sib J told me "Go ahead and try to get your money back, you wont be able to!" They ripped me off of my money and refused to refund. They told me they used a third party insurance and did not even insure thru USPS? Apparently they do not want to file a claim and have their premiums go up. I cant believe a business can get away with these kinds of practices. Please help me prove that they cant.

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/30) */ Dear Ma'am: Thank you for your inquiry. As per our notification to you via our Supervisor and Manager, this claim was not accepted by our insurance company due to late reporting. Precious Metals claims are very time sensitive and as stated in the terms & conditions which were agreed to when placing the order, any late shipments must be reported asap when tracking isn't updating. JM Bullion Consumer Response /* (3000, 7, 2021/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, I called JM Bullion before ordering goods from then to see how it was insured and shipped before making the purchase. They refused to ship a more expensive way to me such as FED EX or UPS. They would only ship USPS to Hawaii, something their manager seemed to be unaware of when he told me I should of chosen a different, more expensive way to ship. He was implying that I was being cheap and that was why the package "disappeared". They are the ones who are seemingly shipping the cheapest way possible and do not even insure very expensive packages thru the carrier. Over the phone their sales rep states that the packages are fully insured during transit. I also have an email from them I have attached stating the same. It says the package is fully insured during all of transit. I have also attache3d a screen shot of the tracking number of the silver coins from TODAY that states it is still IN TRANSIT. The package has never arrived and since they state it is fully insured via their phone conversations and emails they should stand by their word and their written statements. I ship everyday with my business and when I say it is insured it is actually insured. The USPS could not believe the way they shipped my expensive package. Neither could I. They should insure the package thru the carrier. Instead, I found out later, they insure thru their private insurance. Please see supporting documents below. I also have a tape of one of their employee's saying their packages are fully insured during all of transit. I was unable to send as it is a large file video but could via email. We should not allow business's in the US to conduct themselves in this manner. Thank you for your time on this matter. Sincerely, ***** ** ****** Business Response /* (4000, 9, 2022/01/11) */ Ma'am: Thank you again for your inquiry. We only ship via USPS to Hawaii, all of our shipments are indeed insured through a 3rd party organization. Our Sr. Operations Mgr emailed you our terms and conditions which you agreed to upon checkout; on 12/20/21. These clearly state that the customer also has a responsibility to report in a timely fashion when a shipment has not progressed or updated, precious metals claims are very time sensitive, again due to late reporting, the insurance company denied the claim. JM Bullion

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 5 one ounce gold bars from JM bullion when the package came it was a empty box I filed a complaint!! And they denied it twice !! Filed a complaint with ups and the head of security came to my house and determined that the gold was stolen or not put in the box ups told the company JM bullion to Reimburse us for the gold and they denied that to ups said they would pay for it sense they where under contract with ups and they denied that also I need my money back or my 5 one ounce bars I seen that I am not the only one they have done this to !!!

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2021/12/14) */ Dear Sir, Thank you for your inquiry. We have reshipped out the bars on 12/13/21, you should receive updated tracking very soon. JM Bullion

• Initial Complaint

  11/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They took my money but won't deliver the product or issue a refund! I would like the merchandise to be delivered as per the original "contract" they entered into by accepting my order in the first place. In lieu of that, I want them to issue an immediate refund of my money so I can make my purchase with a dealer that does not practice FRAUD by policy. On Nov. 6, 2021, JM Bullion accepted my order. (Email copy attached.) On Nov. 9, 2021, JM Bullion received the money from my bank account (Bank Statement attached) On Nov. 15, 2021, JM Bullion inexplicably cancelled my order (Email copy attached) On Nov. 16, 2021, I spoke with Dominque, Brandy, and Brandy's superior. None could explain why the order was cancelled, siting a nefarious "internal review" process performed by their Billing department. I asked to speak to their Billing department, if for nothing else than to get an explanation for the cancellation. They refused. They also refused to issue a refund. They (all of them) actually instructed me to file a dispute with my bank for "goods services not rendered". I contacted my banker and Heather at ******** Bank informed me that the dispute would be denied, because I authorized the transaction. Why should the bank pay for JM Bullion's failure to complete the order? It is up to the merchant to issue a refund. I again contacted Brandy at JM Bullion. She told me I must send them a copy of the bank's denial letter before they will issue a refund. Who knows when or if I will ever receive it? Why is the JM Bullion policy to expect a bank letter before refunding an order they decided not to fulfill? What happens if the bank does not send me such a letter? I want my merchandise as originally promised, or an immediate refund! This is outrageous! It is FRAUD. Help!

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/02) */ Dear Sir: Thank you for your inquiry. We show the bank pulled back your funds from us on 11/26/21. Please contact your bank. JM Bullion

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed and paid for an order on 11/11/21 in the amount of $2600.67 for 13 ounces of silver and one troy ounce of gold. The order number is ***********. The order was shipping 11/12/21 with USPS tracking number "**********************". That tracking number states it was delivered on 11/15/21 and signed for by someone named S Younger. There is no-one here with that name and there was no delivery attempted here. We have a camera on our door and there were no deliveries attempted on that date. When I reached out to JM Bullion I got the following reply ... "Hello *****, We are sorry to hear that you have not received your order. Unfortunately, due to the amount of time that has passed, your claim will not be accepted. Please be aware our ability to investigate deliveries is time-sensitive. Your USPS tracking for order #******* was issued to you at the time your order shipped, and updated with a delivery scan on November 15, 2021. Please refer to section 13 of the Terms and Conditions to which you agreed to at checkout: "Any issues or problems with a shipment MUST be reported within 3 business days, else JM Bullion may have to refute any claims." This reported loss is outside of our coverage. If you believe mail theft was involved, please consider contacting your local police department, and the post inspector at ************. Kind Regards, Alisha Claims Department *********************************** " Here is what that section states ... https://www.jmbullion.com/terms-and-conditions/ "If a package becomes lost in transit, it is your responsibility to notify JM Bullion of this within seven (7) days of the last in transit tracking scan..." They were notified in time and are simply trying to not live up to the sales agreement. At this point I just want a refund and will never trust my business to them again.

  Business response

  01/07/2022

  Consumer Response /* (2000, 5, 2021/11/23) */ Hi, I would like to cancel this complaint please. The package did show up but I am still a little upset at they way they conducted themselves.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 10 oz silver coin from jmbullion on 8/29/21 my package was stolen at the post office in Las Vegas when the package finally made it to me about a month later the package was resealed from the post off I called jbbullion I sent them pictures of the package I sent them pictures of the police report and they still won't give me a refund I keep calling them to talk to a claims specialist but no one ever answers the phone

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/11/29) */ Dear Sir: Thanks for your inquiry. We have attempted numerous times to obtain a signature from you for the insurance declaration via email. Claims are time-sensitive so if you are unable to return the declaration signed, we cannot refund/reship the order and the claim will be denied. JM Bullion

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have bought 5 times from them so I am a returning customer but I will not be a returning customer any longer because they lost my package and said they would have to file a claim with their insurance and then they would get back to me. Well it's been about a month and no word from JM Bullion or their insurance. I have called JM Bullion and told them that I paid and I want my silver package and to resend the items to me and they can wait for their insurance to pay them back and they said NO. I am very upset and I don't think I will get my silver or money back! Don't buy from JM BULLION! I spent $854.54 for 30 ounce of silver. Order-XXXXXXX. My purchase was on Oct 13, 2021 and its been a month and no one is doing anything to resolve this problem. Every time I call claims no one ever answers, when I email them I get what it seems a robot respond stating that they have no info yet to give me. When I call the main office they tell me to call claims. All I am getting is the run round. I don't want my money back, I just want my silver!

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/11/23) */ Dear Ma'am: Thank you for your inquiry. This is an active claim and we have communicated with you every step of the way. You returned the signed declaration for the insurance company on 11/22/21, we are now awaiting the resolution from the insurance company and will advise you asap once we have. We apologize that the investigation for precious metals claims can take some time, due to the nature of the products. JM Bullion Consumer Response /* (2000, 7, 2021/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are going on 2 months with this issue and I didnt think it would take this long. I don't want my money back I just want you to re-ship me my silver when the time comes. I accept your response and I will wait a little longer hoping that this matter will be resolved asap.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Made a cash purchase of $6,049.60 on 10/5/2021 order #XXXXXXX from JMBullion.com. Never received the merchandise. *** investigation started on 10/14 completed. JMBullion refused to refund the money for order #XXXXXXX stating (Donna, supervisor on 10/27/21@ 1345) that they're now waiting for their own insurance company to investigate. They sent an email on Oct 14th saying it would take 30 days. Today 10/27/21, Donna said it can take whatever days it needs to take for me to get my money back. She stated that it's part of their terms and conditions and that I agreed when I purchased the silver, which I did not have to agree to such terms when I purchased cash using Wellsfargo bank- Plaid which paid them directly. These terms they speak of are on their webpage at the bottom in small print which I was not sent to agree/read. Anyhow, under these terms and conditions in the 2nd paragraph of Shipment it states, "Once the claim is filed, we reserve the right to reship your items or refund your money at our discretion." It does not say they keep my cash until they get their resolution. This is fraud and robbery. Had I paid with a credit card for more money cost for the silver, this would not be happening; as I would be placing orders on a dispute. They're taking advantage of customers paying cash and stealing their money. Customers should not have to wait until businesses receive their insurance claim money for their claims. I paid JMBullion, not their insurance company. I've never heard of this... I would greatly appreciate it if you can assist me in this situation. I'm not rich. I don't even have a home. I was counting on making a small investment with a bit of my money and instead, I've been robbed. I've tried contacting Ela from the Claims dept where I received their email, and they don't answer. This is why I asked to speak to supervisor, which was Donna on Oct 27th, 2021

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/11/11) */ Dear Ma'am: Thank you for your inquiry. As we have communicated with you many times, the claim process getting approval from our insurance company can take some time. This claim is still active and you will continue to be notified as to the status. JM Bullion Consumer Response /* (3000, 7, 2021/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As per JMBullion.com "terms and conditions" at the bottom of web page it states you are to refund once you file with your insurance. Not that I had to agree with these terms when I purchased straight from the bank account anyways... So if company filed my cash should be refunded immediately and not held in ransom until you collect from your private insurance.. The merchandise was never delivered and was lost while in tracking mode with ***. So, refund my cash already. It's been more than a month you took my money from my bank (10/5/2021). Stop delaying people's refund. You are billionaires, but I'm struggling trying to make ends meet without a home. Please refund the total amount of $6049.60 and you who are the insured wait on your insurance. I bought from JMbullion.com, NOT your insurance. You filed, you wait. Everyone reading this will see that many victims have fallen to this scam of yours with your company and ***. Why do you continue using *** if so many packages are getting lost/not delivered??? Very odd and strange. People should beware of your practices and I will take this all the way to the top. Any decent company would have refunded for lost items during tracking because it's the legal thing to do. You don't hold/delay customer's money until you get your resolution with your private insurance. Had I paid with a credit card this would NOT FLY! I will make sure to warn all those who are promoting your business on podcasts to know how you operate and again, I will take this to the top authorities Business Response /* (4000, 9, 2021/11/23) */ Dear Ma'am: Thank you for your inquiry again. Again, this is an active claim which we have communicated with you every step of the way. You signed the declaration for the insurance company on 11/16/21 and we are awaiting their decision. We apologize that the investigation does take time when dealing with precious metals. Again, we will continue advising you of your claim status. All orders, regardless of payment type, do agree to the terms and conditions before placed. JM Bullion

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Sept. 9, 2021, I ordered (1)100 oz SilverTowne Pony Silver Bar (New) at the cost of $2778.00. On Sept. 13, 2021, I received tracking info for USPS via JM Bullion. After checking the tracking status it stated "In Transit, Arriving Late - Your package will arrive later than expected but is still on its way. It is currently in transit to the next facility." We contacted JM Bullion after approx. 10-12 days after still not receiving the item. I was told by JM Bullion that per their terms, I only had two(2) days to let them know I hadn't received my order. But per USPS tracking it still stated my package was on the way, just running late. As of today, Oct 11, 2021, I still have not received my order. JM Bullion is not willing to work with me and referred me to contact USPS, which I have and filed a claim with USPS.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/25) */ My response: Dear Sir: Thank you for your inquiry. Please be aware our ability to investigate deliveries is time-sensitive. Your tracking was issued to you at the time your order shipped, and updated with a scan on September 13, 2021. Please refer to section 13 of the Terms & Conditions to which you agreed to at checkout: \"Any issues or problems with a shipment MUST be reported within 2 business days, else JM Bullion may have to refute any claims." This order is ineligible for a claim. JM Bullion

• Initial Complaint

  09/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  08.01.2021 $1,066.80 Purchased 30 coins From JM Bullion Did not receive. It was signature required for pick up did not sign for any package. Received tracking information it was ready for pick up at local post office August 7th, went to pick up around the 23rd August post office sent package back to JM Bullion the 22nd, called JM Bullion to file claim they denied claim due to late filing they informed me after 48 hr it was to late. They will not resolve Issue or help me in any way Please see attached doc. Tracking and post office Doc included

  Business response

  11/21/2021

  Business Response /* (1000, 5, 2021/09/22) */ Dear Sir, thank you for your inquiry. Unfortunately, this claim was denied due to late reporting. Per our terms and conditions, late shipments must be reported within 48 hours as timing is very crucial in placing precious metals claims. You may continue to work with your local post office to locate the package, If it is returned to us, we will promptly notify you. JM Bullion

• Initial Complaint

  08/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/20/21- purchased product $2000+- was charged for product- and then my order was cancelled- stating risks were too high to complete my transaction. This makes no sense since I was already charged for the product and want it.

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/08/30) */ Dear Sir: Thank you for your inquiry, we appreciate it. Unfortunately, your order was cancelled due to the inability to confirm the shipping address information. We sent you an email on 8/22/21 and advised that once you have placed a successful order via paper check or bank wire then you would be able to charge purchases to a credit/debit card. Regards, JM Bullion

*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. ↩