ComplaintsforUSGB, LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They misrepresent the value of items sold and how easy the resell is. I cancelled the transaction under virginia code 59.1-21.3 by notifying them via email within 3 days of the sale.

  Business response

  05/08/2024

  Dear ************,
  
  The U.S. Gold Bureau is committed to ensuring trust and integrity in the acquisition of precious metals. Our goal is to surpass our customers' expectations by providing essential information on Bullion and Modern Certified Coins to aid them in making well-informed decisions. We make every effort to clearly communicate our sales terms. According to our Terms & Conditions, buyers can return Modern Certified Coins within 30 days for a refund. In this case, the buyer canceled the order before shipment, well within the allowed grace ******* The order has been successfully canceled, and a refund was issued on April 30th, 2024.
  
  
  Sincerely,
  US Gold Bureau Team
  **************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received advertisement from this company spot price I purchase one once bars using ACH payment which discovered that this company is not a safety banking credential the advertise and pictures showing the website all the major popular brand and they are misleading the consumers sending them on unpopular damage product not a credible quality of the metal knowingly for their benefit from the customers the company misleading product and services dishonest company and they promised me replace it spoke with *********** over the time everyday he promised me today tomorrow today tomorrow takes 2 weeks to figure out and now they saying that all we can replace it with the same maker but he promised me to send me PAMP Suisse Fortuna Bar technically he just lied to me all the time that's unacceptable I will just complain to Better Business Bureau right now that they are misleading false advertisement by-product

  Business response

  04/12/2024

  Dear ****************, 

   

  United States Gold Bureau (USGB) values feedback from our customers.   This allows us to better understand the customers experience, and often illuminates for us ways we can improve upon or product and customer experience.  We welcome feedback and are committed to listening to feedback and responding appropriately.
  
  This first-time United States Gold Bureau buyer was presented a Special offer to acquire a 1oz Gold Bullion Bar at spot price.  This buyer claimed the Specialoffer and made a purchase on our secure website.  USGB allows our buyers to pay using a credit card, ACH/electronic check, or bank wire.   He placed this order unassisted, by a representative of USGB, on our secure e-commerce platform whereby he selected the items to purchase and entered in his payment information himself. This buyer chose to pay with an ACH.  
  
  The Product ordered was one x 1 oz Gold Bar Promotional Item:
  
  *******************************************************************************
  
  The description of this item on the website product page is as follows:
  Hallmark varies based on availability. We cannot guarantee specific Hallmarks. (Some not pictured)*
  1 **** ounce of .999+ fine gold
  Obverse Reverse vary depending on Hallmark.
  Bars come sealed in or are accompanied with corresponding assay card listing the weight and authentication of the bar by the assayer
  The 1 oz gold bar you will receive will be our choosing, based on the availability we have at the time of the order.
  
  **Hallmark (The name brand) varies based on availability. We cannot guarantee specific Hallmarks. (Some not pictured). Offer is valid on the first order only and cannot be transferred. Limit one per household. Cannot be combined with any other offers or coupons. Offer valid for individuals only,dealers are not eligible. Qualification is not guaranteed and will be wholly determined by our firm. Orders that do not qualify will be subject to cancellation.
  
  Bullion value is based solely on the weight and purity of the gold.  Market price follows the spot price as traded on the Commodities Exchange.
  
  This order was filled with a Asahi ************** 1-ounce **** gold bullion bar id number #######, enclosed in a protective plastic cover.
  Buyer was initially remorseful and really wanted a 1 oz gold Pamp Suisse Fortuna Bar.  All sales are final on bullion, and we are unable to accept a return of this product.
  
  ****** complaint went from him not liking the hallmark we sent him to that it had been damaged and wanted it swapped out.  
  After several requests for him to send us photos of the damaged product,  this buyer,days later  sent photos of this product with 4 uniform vertical scratches on the protective plastic cover. 
  
  Buyer never complained specifically about our payment system, and yet he made a comment generalizing that ACH has fewer consumer protections than a credit card order. 
  
  USGB made an exception and offered to swap the bar we sent him out with the same bar without scratches to the plastic package.  ***** declined the offer insisting we give him a Pamp Suisse Bar.  In the end he declined to allow us to replace his bar.
  
  Sincerely,
  US Gold Bureau Team

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a palladium coin.The purpose was to hold the coin for a year and sell it.This didnt seem to be a problem when I purchased the coin but when it came time to sell it they told me they dont buy these coins back.I would have never purchased this if that as the case.

  Business response

  03/01/2024

  Hello ***, 
  
  Thank you for reaching out to us regarding this matter. We are attempting to reach out to you to discuss this situation with you. If you have not yet spoken with us, please contact us toll free at **************, Option 2. We look forward to hearing from you!
  
  Best regards,
  US Gold Bureau Team

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Constant phone spam by ** Gold Bureau with different numbers each time. Completely unprofessional and intrusive. They call from different numbers each time and I cant be blocking every time they call from a new number.

  Business response

  02/01/2024

  Dear Mr. *******

  
  Trust this note finds you well.  

  
  We've officially added you to our Do Not Call registry, and you should receive no further calls from our office.
  Please feel free to contact our *************************** at **************, Option 2, should you need anything additional.

  
  Best regards,
  US Gold Bureau
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Constant phone spam with different numbers each time. Completely unprofessional and intrusive. I will never do business with a company that does this. I emailed them to stop but it just keeps coming.

  Business response

  09/06/2023

  Greetings *******:

  We have added you to our Do Not Call registry, and you should receive no future calls from our company.

  If you should have any questions, please feel free to contact our **************** Manager by calling **************, option 2.

  Best regards,

  United States Gold Bureau

• Initial Complaint

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought from this company over a year ago with no issues. For the past 6 months I have received calls from them every week from different numbers. I've asked to be removed front their calling list and have only been met with rude responses. I have blocked all numbers that call me but still continue to be called weekly from number numbers in different areas codes.

  Business response

  08/07/2023

  Greetings ********************:
  
  We hope this email finds you well. We recently received your complaint regarding the Do Not Call (***) list.
  
  Upon carefully reviewing your account, it appears that we did not receive or may have missed your initial request to be added to the *** list. We truly understand how frustrating this can be, and we want to extend our sincerest apologies for any inconvenience this may have caused.
  
  Please rest assured, we've taken immediate action and added your number to our Do Not Call registry. Your preferences are extremely important to us, and we're committed to ensuring that this doesn't happen again in the future.
  
  We value your feedback, and would like to offer an opportunity for us to discuss this matter further, if you're comfortable doing so. Our **************** Manager is ready to speak with you at your earliest convenience. You can reach them at **************, option 2.
  
  Once again, please accept our apologies, and we thank you for bringing this matter to our attention.
  
  Best regards,
  
  US Gold Bureau Team

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an *** with the USGB. I wanted to sell some of my coins and take $35,000 out. I contacted them on June 3 to have this done. It is now August 3, TWO MONTHS later, and I still dont have my money. They also will not return my calls. Im SO sorry I trusted this company. ??

  Business response

  08/04/2023

  Greetings ****************:
  
  It was good speaking with you today and being afforded the opportunity to address your concerns. 
  
  Per our conversation, please expect our consistent communication regarding this matter moving forward.  As always, please do not hesitate to contact us if you need anything.
  
  Best regards,
  
  US Gold Bureau Team

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  US Gold continues to spam me with calls despite repeatedly asking for them to put me on their do not call list.

  Business response

  06/14/2023

  Greetings ************:

  Trust this note finds you well.  

  We've officially added you to our Do Not Call registry, and you should receive no further calls from our office.

  Please feel free to contact our *************************** at **************, Option 2, should you need anything additional.

  Best regards,

  US Gold Bureau

  Customer response

  06/23/2023

  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.
  
  Regards,
  
  **************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/28/2023, I purchased a single, one-ounce gold bar for $2,000.06, via an ACH transfer from my personal account, associated with Sales Order Number SO418704 from the United States Gold Bureau (LSTAM) from a salesperson named *************************. On the call I was told that the gold bar would be insured and shipped to me and given a **** tracking number of *********************. Rather than use an insured courier, the company used First Class mail, and did not insure the package according to 2 post office employees, which it shipped on 5/8/23 with an expected delivery date of 5/13/23. After visiting the ************** Facility in Bedford Park, where the package was lost (since 16 May), I was told to complete a missing mail search request (Search ID #MRC ************). If the package is found, I have requested the *********** to return it to sender. The company asked that I file a police claim, and I have done so (Claim number **********, with the **************************, phone ************). I have also informed ********** that the Company is the recipient of ACH funds, though it failed to deliver the product I purchased. I want my money back. Please help me to receive a refund from the company.

  Business response

  06/02/2023

  Hello *****, 

  Thank you for reaching out to us regarding this matter. We are attempting to reach out to you to discuss this situation with you. If you have not yet spoken with **, please contact ** toll free at **************, Option 2. We look forward to hearing from you!

  Best regards,

  ** Gold Bureau Team

  Customer response

  06/06/2023

  Complaint: 20107053
  
  I am rejecting this response because I want a complete refund of the full amount paid for a product which I never received from USGB. The company should refund the full amount back to the same account from which ********************** received payment, that is $2,000.06. 

  For record, this is the first attempt of **************** to reach out, for a product that was purchased on 28 April 2023, and has been delayed since at least 16 May 2023. No discussion is necessary; only a full refund of all amounts paid for a product that they promised to provide, but failed to deliver. 

  Regards,
  
  ***********************

  Business response

  06/14/2023

  Hello Salma, 

   

  We have completed our investigation of your missing package and have issued a refund back to the original payment method used as of Monday 6/12, please allow 3-5 business days before it to appear on your bank statement. We appreciate your patience during process. 

   

  Thank you, 

   

   

   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  02/21/23 order was placed and vendor continued to promise items were shipped via ***** **** denied receiving items and vendor continued to promise replacement with no results.Order number-********** $1194.74

  Business response

  04/25/2023

  Greetings Ray:
  
  Trust this response finds you well!
  
  In researching this matter, we found that our ******************* worked this case diligently with you and kept in contact with you regarding your missing package.  Per the **** tracking, the package was shipped on 2/24/2023, then reported stuck in transit on 3/15/2023 and a package trace submitted same day.  On 3/16/2023, **** called us to confirm they did not know the whereabouts of the package and a package search (along with our protocolled order replacement process) were initiated at that time.  On 3/30/2023, our ******************* called to advise you that one of the items that was included in your order was backordered at that time, and you indicated that you were agreeable with waiting for that item to come in. 
  
  On 4/20/2023, the item you agreed to wait for was allocated to your replacement order and it was shipped out that day via FedEx.  While we were unable to reach you to confirm the delivery of the order to you via ****** the tracking indicates that it was signed for by an *********************** at 4:31pm on 4/24/2023 at your address.  Please call our *************************** at ************, Option 2, to confirm that you have the package in your possession and, as always, feel free to let us know if you have any questions at that time.
  
  Best regards,
  
  US Gold Bureau Team

  Customer response

  05/02/2023

  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.
  
  Regards,
  
  ***************************

*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. ↩