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:04/14/2025

  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 April 7th, 2025, I made an online purchase of a 50g gold bar from the United States Gold Bureau. On a previous date, while logged in, I had added two 1oz gold bars to my shopping cart, which I had decided not to buy. When on the checkout screen for the 50g bar, there was only the one item in my cart, and solely the price of the one bar was on the checkout confirmation screen. After the checkout screen is when I was prompted to log in, after which I inputted my electronic transfer information to pay for the singular item. At no point did the website inform me that logging in had secretly added the two 1oz bars to my cart. I immediately called to confirm the purchase as instructed, which is when I was informed that my total was over double the price that I was expecting, and included the two bars that I was not planing on purchasing because I could not afford it. I immediately corrected the representative, and they told me to leave a message with my designated representative, who was on lunch at the time. They called back after their lunch, and I was told that all bouillon sales are final, so there was nothing that could be done. They even admitted that in their seven years of this line of work, this sort of issue arises all the time. They attempted to comfort me saying that, since I didn't have enough funds in my checking account to cover the purchase, it wouldn't go through. I called my bank every day since that point to make sure the charge did not go through, but despite promises from *************** representatives as well, the charge was applied to my account, which went severely in the negative. I consider this deceptive marketing practice since I was not informed of the addition to my purchase until after it was finalized, which I am sure of since I was already very hesitant to spend even half of what was eventually taken from my account. I have disputed the claim with my bank, and hope the transaction as a whole can be cancelled.

  

  Business Response

  Date: 04/16/2025

  Hello ******, 
  
  Thank you for bringing this matter to our attention. We value your feedback and are committed to addressing any concerns you may have. We would like to discuss this situation further with you to better understand your experience and work towards a resolution. If we have not connected yet, please feel free to reach out to us at **************, Option 2. We appreciate your communication and look forward to the opportunity to address your feedback.
  
  
  Best regards,
  U.S. Gold Bureau Team

• Initial Complaint

  Date:02/25/2025

  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 made a purchase but I have not received the merchandise. I have called twice about delivery and they keep telling me they are about to ship it.

  

  Business Response

  Date: 03/06/2025

  Hello ******,

  Thank you for taking the time to speak with us and share your concerns regarding your order. We sincerely apologize for the delayed shipping time. As discussed, high order volume and other challenges impacted the timely delivery of your order.
  
  We are pleased to inform you that your order has now left our facility and is on its way to your address. However, we have discovered an unexpected shipping delay by the shipping carrier. Our Security team is actively working with the carrier, a trace investigation is currently underway to get this package delivered as soon as possible.  We will continue to follow up to ensure that you have received your shipment in good condition and to address any further concerns you may have.
  
  Your feedback is invaluable to us, and we are using it to refine our processes and enhance our service to better meet the needs of our clients. We are committed to continually improving in our pursuit of excellence.
  At the U.S. Gold Bureau, our mission is to build trust and establish long-term relationships with our clients. We are dedicated to working closely with you to resolve your concerns and ensure your experience with us is positive and rewarding.
  
  Thank you again for bringing this matter to our attention. We look forward to the opportunity to restore your confidence in our service and to assist you further.
  
  Sincerely,
  U.S. Gold Bureau Team
  **************

  Customer Answer

  Date: 03/06/2025

  Complaint: 22984328
  
  I am rejecting this response because: I still have not received the product I have purchased.  You can say its on its way all you like but if I still do not have the product I ordered how is this complaint resolved?  I placed this order a month ago.  How long do I have to wait to receive it?
  
  Regards,
  
  ****** *********

  

  Business Response

  Date: 03/14/2025

  Hello ******,
  
  We wanted to provide you with an update on your order. As discussed during our recent phone call, we offered a replacement order due to the unexpected shipping delay, and you kindly accepted contingent upon expedited processing and shipping. However, we were informed that you canceled payment for the original order, which has impacted our ability to proceed with the replacement shipment.  We reached out to discuss how you would like to move forward, and you expressed that a refund was the only acceptable solution, with no further desire to resolve the issue through alternative means.
  
  While the shipping delays were unfortunately beyond our control, we made every effort to resolve the situation as quickly as possible. We sincerely apologize that we were unable to fulfill your order as originally intended, but we are still available to continue the conversation and work toward a resolution. A full refund will be issued for this order.  Please contact us should you receive the package, and we will arrange return shipping.
  
  Your satisfaction remains a priority for us. If you have any further questions or would like to discuss other options, please feel free to reach out.
  
  Sincerely,
  The U.S. Gold Bureau Team
  **************

  Customer Answer

  Date: 03/18/2025

  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

  Date:01/24/2025

  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.

  I first received email ads from US GOLD BUREAU in mid year of 2000. In 2024 l have made over $40,000 in purchases all as results of calls from rep ****** *****, since l had no knowledge of what to buy in numismatic collectible coins and my original desire was to buy bullion. Any day l have access to pull up my account Portfolio and see my amount invested vs its current value. It was explained up front to me that USGOLD BUREAU would chg a fee of 18% of total holdings sold when l cash in. My portfolio now shows mine at *****% gain. So l call to liquidate, since l will soon be 81 and failing heart disease and chronic afib and need these funds that were sold to me to be a great hedge on inflation..but were anything but that. I was given the run around. So l contacted an independent metals expert with high integrity and asked him to shop my USGOLD BUREAU coins at best reputable sources. He did so..only to find that both sources responded of a current market value of less than 35% of what my USGOLD BUREAU portfolio show its worth to be. Coincidently, both sources happen to be the vendors that US GOLD BUREAU purchases what they sell to us " unsuspecting fish"...Bayside and Upstate Metal cos. If US GOLD BUREAU is legit..why must l beg and complain to BBB or need to file with Texas State ******************* in order to simply try to break even and get all my investment back that on line from their Portfolio shows my profit of $47,701.35, all Of which goes to US GOLD besides the obvious unreported nor advised to me premium profit on each of 20 purchases each solicited by rep ****** ***** advising me l was buying at less than the market value by 4 to 7%. If true how could the best national sources say now a value is 35% of what l have paid? I demand a full refund that repays me my dollars paid..even though those repaid dollars are now worth on average 25% less than the dollars l paid in. Since 7/22/20 to date, 1/24/25 total purchases have been $272,681..03 w $40k /'24

  

  Business Response

  Date: 01/31/2025

  Dear *****,

  
  Thank you for taking the time to share your experience with us. We truly regret that your investment in numismatic collectible coins hasn't met your expectations, and we sincerely apologize for any frustration this has caused. At U.S. Gold Bureau, we are committed to providing our customers with transparent and knowledgeable support, and we take your concerns very seriously.

  
  To better understand your situation, we would appreciate the opportunity to review the details of your account and discuss potential solutions with you. Our goal is to ensure that every customer feels confident in their investment choices, and we are dedicated to finding a resolution.

  
  We greatly value your trust and would like to work closely with you to address your concerns. Well be reaching out to you soon to better understand the issues you've raised.

  
  Thank you again for sharing your feedback.

  
  Sincerely,
  U.S. Gold Bureau
  **************

• Initial Complaint

  Date:10/14/2024

  Type:Order 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 sold a gold fifty dollar coin with a minimum $5000 value (purchased for $5300)A year ago. Todays market is significantly higher and the value on my purchase is $3200. I was purposely mislead. I trusted a dishonest company

  

  Business Response

  Date: 10/22/2024

  Dear ************************** you for the opportunity to discuss your concerns regarding our buyback and consignment program. We value your feedback and appreciate the chance to clarify the long-term benefits of the Consignment Program.
  
  At the United States Gold Bureau, our consignment program is specifically designed to assist clients in selling their investment grade coins. To participate, these coins must be held for a minimum of five years from the date of purchase. This policy allows clients to benefit from the long term growth potential of their investments before entering the consignment process.
  
  The pricing for your portfolio is based on our current market ask price, minus an 18% fee. This fee encompasses all marketing,transactional, shipping, and insurance costs associated with selling your items to new buyers. Our goal is to ensure that you can sell your assets at the optimal time for the best possible return.
  
  We are committed to providing exceptional service and maintaining transparent communication regarding the sale, purchase, and consignment of precious metals.Should you have any further questions or require assistance, please do not hesitate to reach out to us at **************.
  
  Thank you once again for your engagement.
  
  Best regards,
  U.S. Gold Bureau Team 

• Initial Complaint

  Date:10/11/2024

  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 started buying from this company a few years back they assign you a *** that is suppose to help you through the buying process each time however the ***s do not provide good customer service. In July of this year I had a few purchases I wanted to make I was suppose to get assistance and never did. I have even spoke with managers and higher customer service ***s and still never got the proper customer services

  

  Business Response

  Date: 10/16/2024

  Hi *******,
  
  Thank you for taking the time to share your feedback. We understand how important it is to receive timely and effective assistance, especially when making significant purchases. Your comments regarding the lack of support from your assigned representative and the follow-up with management are concerning to us.
  
  If you are open to it, we would like to discuss your experience further and work towards a resolution. Please feel free to reach out to us directly at **************.
  
  Warm Regards,
  U.S. Gold Bureau

• Initial Complaint

  Date:08/21/2024

  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.

  Was scammed by this company. Placed an order, money was taken directly out of my bank account. Item was supposed to ship 8/16. Item never shipped out. One person continues to answer the phone, tell me it will ship eventually, and refuses to let me speak to anyone else. Will not refund or cancel purchase, states they do not know of the item will ever ship. Reported Im sorry you lost your money and hung up

  

  Business Response

  Date: 08/29/2024

  Hello *****,
  
  It was a pleasure speaking with you over the phone. Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have faced regarding your order. Your feedback is incredibly important to us, and we take these matters very seriously.
  
  We understand how crucial it is for our customers to receive their orders promptly and to have clear communication throughout the process.As we discussed, your package was sent overnight via ****** and the tracking information confirms it was delivered on August 22, 2024, at 8:52 AM.
  
  Additionally, we have reviewed the calls and will use them for training purposes to ensure that similar issues do not occur in the future.
  
  Thank you for bringing this to our attention, and we hope to regain your trust moving forward.
  
  Best Regards,
  U.S. Gold Bureau Team

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair 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 called USGB to receive a value on a 2010 America the Beautiful set ***69 in order to sell the set. I purchased this set from them on 8-15-11. I spoke to ********************* in February and he was to find out and let me know. I also sent an email on 2-18-24 to him for the information.It appears that they are more than happy to accommodate you if youre buying from them but not selling back to them. Even though they advertise they have a guaranteed buy back. Very much false advertising. I have had issues in the past with this company when they cashed out collector coins I had in an *** and sent me a check when I only wanted to find out their value. Plus they only paid spot price instead of collector values. A loss of $20,000 on coins I purchased for $50,000 many years before.

  

  Business Response

  Date: 08/23/2024

  Dear Ms. ******,
  
  Thank you for taking the time to speak with us and share your feedback.  We understand how disappointing it can be when expectations are not met, and we sincerely apologize for the experience you had with our Buy Back Program.
  
  At U.S. Gold Bureau, we are committed to providing exceptional service and upholding our values of honesty and respect. To address your concerns, we are processing a full refund for the 2010 America The Beautiful SET MS69 that you purchased. You will find a pre-paid shipping label in your email. Once we receive and verify the product, we will promptly apply the refund to your account.
  
  We appreciate your understanding and patience as we work to resolve this matter.
  
  Best regards,
  
  U.S. Gold Bureau Team 

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the USGB in reference to complaint ID ********, and have accepted their offer. Only due to the fact that I was pressured/ advised to buy these coins in 2011. Now in 2024, 13 years later, their value is approximately $1,500 as per Chat AI. USGD representative told me too, that they were not worth what I paid. I accepted their offer of $4,400, the amount I paid in 2011. 
  I was also asked to consider removing my post with the BBB when I accepted their offer to pay me back for what I paid.
  I will not withdraw my complaint due to losing $20,000 on a $50,000 purchase in my **** also purchased in 2011. In 2019, I requested information on their value before selling back, and USGB cashed them out at spot price (instead of collector value), when I only requested information on their value and not to be cashed out. A loss of $20,000. 

  Please be aware of high pressure sales and unscrupulous buy back practices. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/12/2024

  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.

  I purchased 1oz Gold Perth Lunar Dragon Bar (In Sealed Assay) on July 12th 2024. I paid the amount $2,512.64. Link to the product - ********************************************************************************************** I have been buying from US gold bureau for the past 10 years but never got it checked. The product is listed as ****** purity of Gold. This time I randomly took the coin to a jewelry store and got it checked using a XRF machine. I found out it was not ****** purity gold but rather it had only ***** purity of gold. In addition, it had other elements like platinum 1.22, Paladium *****, Rhodium *****, Ru *****, cadmium *****.This is complete fraud, ****** purity means 24 karat gold. Based on the above findings, it is not 24 karat gold or *****% pure gold. When i contacted US gold bureau, they blamed it on the machine. I asked them to share a video using their own machine to prove the purity of gold. They have disappeared since then. They did not offer me a refund but rather asked me to exchange it for another coin. I followed up with them and they have not responded at all. I have not checked all other gold coins and bars that i purchased from US gold bureau. I have purchased around 250 gms of gold from them over a period of time. Looks like they are indulged in big time fraud. They are cheating people in the name of 24 karat gold but they are selling impure gold or 22 karat gold. There is no mention of other metal elements in any of their web pages. US Gold bureau is misleading and deceiving customers and action is needed to prevent this fraud.I would like BBB to do a thorough investigation and hold them accountable. I would like complete refund for the product i have purchased.

  

  Business Response

  Date: 08/15/2024

  Dear **********************,

  
  We hope this message finds you well. Thank you for your patience and for bringing your concerns to our attention through the Better Business Bureau regarding the 1oz Gold Perth Lunar Dragon Bar purchased from the United States Gold Bureau.
  Firstly, please accept our apologies for the delay in our response to your follow-up inquiry. We attempted to contact you by phone without success, and we regret any inconvenience this may have caused.

  
  At the United States Gold Bureau, we uphold the highest standards of quality and purity for the metals we offer. Our commitment to these standards is unwavering, and we employ rigorous testing and validation processes to ensure all products meet these criteria. This includes detailed inspections and testing using the industry-respected Olympus Vanta L-Series Model VLW X-ray Fluorescence machine.
  

  Upon receiving your complaint, our Chief Operating Officer has directed our team to conduct a re-examination of all Perth bars in our inventory. This is to ensure all items conform to the expected quality standards.
  

  To thoroughly address your specific concern, we kindly request the return of the product for a comprehensive review. We will provide a prepaid shipping label for you to send the bar back to us. Upon its return, it will be placed in a secure quarantine area and retested under strict protocols to ensure accuracy. Additionally, we are collaborating with Perth Mint, the manufacturer, to investigate and resolve the issue comprehensively.
  

  Regarding the test discrepancies, please note:
  1. Our equipment is regularly calibrated to maintain the highest testing accuracy.
  2. External factors, such as packaging materials, can sometimes affect test results. We handle such discrepancies with utmost caution and recommend bar removal from packaging only when absolutely necessary to test the metals directly.

  
  To resolve this issue to your satisfaction, we offer the following options once we receive the returned bar:
  1. Replacement with another bar of the same or different brand, as per your preference, within the 1oz gold bar category.
  2. A full refund for the purchase.

  We aim to resolve this matter promptly and to your complete satisfaction. Please let us know your preferred course of action or if there are any other ways, we can assist you further.

  
  Thank you again for your cooperation and for allowing us the opportunity to address this matter.

  
  Sincerely,

  U.S. Gold Bureau Team

  **************, Option 2

• Initial Complaint

  Date:08/05/2024

  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 submitted an order (Order # **********) on July 26, 2024. I was sent an email that the order was on hold pending further information on July 29th saying that without further information my order would be cancelled in three business days (which was August 1, 2024). I called on July 30 and couldn't get in touch with them. I called at 11:07 (AM) on July 31 and talked to a customer service representative. I provided the appropriate information. Then today, August 2, 2024 I received an email saying my order was cancelled, but I could reorder at a higher price. This company is a bunch of lying thieves and untrustworthy crooks. No one should purchase from this business.

  

  Business Response

  Date: 08/06/2024

  Hello ******, 

  
  Thank you for bringing this matter to our attention. We value your feedback and are committed to addressing any concerns you may have. We would like to discuss this situation further with you to better understand your experience and work towards a resolution. If we have not connected yet, please feel free to reach out to us at **************, Option 2.We appreciate your communication and look forward to the opportunity to address your feedback.
  
  
  Best regards,
  U.S. Gold Bureau Team

• Initial Complaint

  Date:04/30/2024

  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.

  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

  Date: 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
  **************