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Business Profile

Precious Metal Dealers

Toronto Gold Bullion Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Toronto Gold Bullion Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:24/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      As of today, It has been 10 months since I ordered from Toronto Gold Bullion.

      2022 April 27: I "pre-ordered" from Toronto Gold Bullion (TGB).

      June 27: When I had not received anything or heard back from them, I inquired about my order and requested a refund by email.

      June 28: TGB told me responded: "Your order has not shipped yet because you chose the combined shipping option...If you would like it scheduled, we can start shipping" and they informed me of the order cancellation policy.

      September 27: I followed up: "What is the status of my order and when would I receive it? I logged in to check the order status and it reads "in progress". What does that mean?"

      No response from TGB

      October 14: I followed up: "I am following up on my last email. Please schedule the shipment as soon as possible."

      No response from TGB

      November 17: I requested a refund for the following reasons: it had been 6 months since I ordered, I had requested shipment a month ago and I had not heard from TGB since June, despite the product being in stock on the TGB website. I requested they cancel and refund my order in full or else I would file a complaint through Ontario Consumer Protection.

      November 22: I received an automated email notice from TGB that two-thirds of my order shipped.

      Between November and December, I had numerous calls with a manager at TGB about this timeline, the unreasonableness of processing my order, TGB's cancellation policy and my disappointment at their lack of transparency about ship times and poor communication. We negotiated details of a refund, which he said he would request approval from management but he never called me back.

      Business Response

      Date: 17/03/2023

      The client has agreed to receive a refund. Toronto Gold Bullion Inc also agrees to issue a refund. We have a deal there. It is mutually agreed that Toronto Gold Bullion will issue a refund for this order.

      There is usually a refund/restocking fee. Toronto Gold Bullion would like to know if the client is willing to pay the refund fee, or even a part of the usual refund fee that is supposed to go with a refund. We would like the client to know that we appreciate their business greatly and we will continue to appreciate their business regardless of their response. The main priority at Toronto Gold Bullion is customer experience. 

      Customer Answer

      Date: 18/03/2023



      Complaint: ********



      I am rejecting this response because the the details of the refund have not been confirmed. Therefore we have no mutually agreed upon resolution. 

      The business asks me to consider paying them a refund-fee, which I do not agree is a reasonable request. As I see it, the business received an interest-free loan from me for almost a year. I have not received two-thirds of my order, so I do not see why a refund fee would apply - I request that the business repay me my money in full for product they never delivered after nearly a year since my initial order. 




      Sincerely,



      ******* ***

      Business Response

      Date: 12/04/2023

      TGB has already agreed to issue a refund to the customer. We have sent the client an email to confirm that we agree to issue the refund. We are just going through the bureaucratic steps of getting internal approval to waive the refund fees.

      Customer Answer

      Date: 12/04/2023



      Complaint: ********



      I am rejecting this response because:

      This matter is not resolved until I receive my refund as agreed in the email correspondence between myself and TGB. 

      On April 4, Ehsan from TGB confirmed the amount they will refund me and I agreed. I asked him what info they need from me and when I can expect the refund. He promptly asked for my banking details.

      on April 5, I provided my banking details. 

      I haven’t heard back ever since.

      We agreed on the terms of the refund already. I’ll believe it when my money is returned and in my bank account.


      Sincerely,



      ******* ***

    Toronto Gold Bullion Inc is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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