Complaints

This profile includes complaints for Bullion Exchanges's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bullion Exchanges

  30 W 47th St Store 1 New York, NY 10036-8602

  
• 

  Bullion Exchanges

  30 West 47th Street, Store 1 New York, NY 10036

  

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:01/11/2024

  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 received a bubble envelope with no 10oz Royal Canadian mint(RCM) ***** fine Silver bar (sealed) inside! The envelope had a torn spot on it with just paper invoice inside without the bullion I paid for! Envelope had writhing on it damaged! I called the US post office and filed a complaint! Post office stated insurance was placed on the envelopes! Bullion exchange change told me not to file with post office for they would refund my purchase! Many weeks went by and I did not recieve a refund so then I filed a complaint with US post office and local police department! My research shows many other people have had the same thing happen to them with bubble envelopes torn with missing Bullion and coins with message damaged written on envelopes! An investigation needs to be done to determine if inside job or person at post office in ******** is intercepting package and removing contents! The very least I should recieve insurance money for Bullion missing from envelope and not Bullion exchange getting payment from me for the bullion and the insurance money

  

  Business Response

  Date: 01/12/2024

  Thank you for this opportunity to address this matter. The order ************** was placed on 11/12/2023 for 1 x 10 oz Royal Canadian Mint (RCM) ***** Fine Silver Bar (Sealed) with a total of $255.44. The **** tracking number ********************** indicated that the shipment was delivered on 11/20/2023. An investigation was filed with **** on 11/21/2023 to gather further information regarding the delivery of the shipment, Service Request ********. 
  
  As stated in our Shipping Policy on all our listings, We insure every package through a 3rd party insurance company. Packages are no longer insured if the tracking information shows the package is delivered. We will only be liable to cover packages that are lost in transit or damaged.
  
  On 12/13/2023 **** concluded the investigation, Service Request ********, stating I have contacted *************** Station and spoke with supervisor **************. She stated the carrier stated that he does not remember it being empty. He said if it was he would have scanned it damaged. An image of the item was reviewed which suggests the item was intact before delivery.
  
  
  **** informed us on 12/22/2023 that a payment dispute (chargeback) was filed with the payment institution directly for order **************, Dispute ID **********. As stated on **** in their Handling payment disputes section the final outcome will be decided by the buyers payment institution. The payment dispute could take up to 90 days or more to be resolved, depending on the payment method or card provider. 
  
  We are unable to further assist with this matter as **** stated the shipment was delivered intact and there are no records from **** of the package being damaged. Furthermore, a payment dispute (chargeback) was filed with the payment institution. 
  

• Initial Complaint

  Date:12/12/2023

  Type:Delivery 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.

  5 oz Emirates Gold Silver Cast Bar **** Fine (w/Assay)I ordered from ***** I recieved an empty envelope with a hole in the back. The certificate was in there, but not the five ounce silver bar I ordered. I even showed it to my mail carrier. I've since seen 54 negative feedbacks on this company for the past twelve months. I don't expect I will ever get my money back. They messaged me and said " At this time we have filed an investigation with **** to gather additional information on the delivery of your shipment. We will provide you with updates as they are received".That was over five months ago.5 oz Emirates Gold Silver Cast Bar **** Fine (w/Assay)$145.03

  

  Business Response

  Date: 01/02/2024

  Thank you for this opportunity to address this matter. The order ************** was received on 06/25/2023 for 1 x 5 oz Emirates Gold Silver Cast Bar **** Fine (w/Assay) with a total of $133.54. The **** tracking number ********************** indicated that the shipment was delivered on 6/30/2023. We received an **** message outside of our business hours on 7/01/2023, therefore, our representative responded within the following business day on 7/03/2023. An investigation was filed with **** on 7/03/2023 to gather further information regarding the delivery of the shipment.
  
  As stated in our Shipping Policy on all our listings, We insure every package through a 3rd party insurance company. Packages are no longer insured if the tracking information shows the package is delivered. We will only be liable to cover packages that are lost in transit or damaged.
  
  On 7/08/2023 a case, Case ID # **********, was opened on **** for order ************** for the amount of $133.54.
  
  On 7/10/2023 **** concluded their investigation and stated Per your request I have contacted Anaconda Station and spoke with postmaster **************** .He wasn't able to confirm if the package was empty at time of delivery due to the carrier be on vacation. **************** stated he worked on Friday and the carrier didn't show him any packages that were damaged. Images of the item were reviewed by **************** and myself which suggest the item was intact.
  
  Our representative responded to messages received through the **** case on 7/10/2023 and 7/13/2023. The findings of the **** investigation were relayed through the **** case.
  
  A case escalation was initiated by the buyer, *****************, on 7/18/2023. **** closed the case on 7/18/2023 in Bullion Exchanges favor.
  
  Every case or complaint is unique, we try to ensure that they are all resolved promptly. We value all of our customers, we do our best to ensure all customers are satisfied with their purchases. However, we are unable to further assist with this matter as **** stated the shipment was delivered intact and there are no records from **** of the package being damaged.

• Initial Complaint

  Date:12/11/2023

  Type:Delivery 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 Nov 22, 2023, I ordered four 5g and one 10g Pamp Suisse bars (in assay) on their site, marked as in stock. On Dec 07, 2023, my order's tracking was canceled. **************** cited an issue with a 5g bar but provided no details over the phone. Following up through website chat with Mashap revealed it was out of stock, contrary to their advertisement: "Items that are in stock are shipped within an estimated 1 to 5 business days of the receipt of cleared payment". After expressing my dissatisfaction, Mashap agreed to overnight the available items and send the missing 5g bar separately.Today, Dec 08, 2023, I received three 5g bars and one 10g bar, but one 5g bar is damaged. I promptly contacted them with pictures, but received an email hours later after they closed that said they often receive new items with imperfections.This is not acceptable because I am certain that the damage will cause this bar to be less desirable if I decide to sell it. Fractional gold in assay has a higher premium because of the packaging and processing so I feel like I did not get what I paid for. Despite them saying new items will often have minor imperfections, I've never received a damaged assayed bar and opinions around me agree that this is not acceptable. I would like Bullion Exchanges to exchange this damaged bar for an undamaged one. I do not want to be stuck with a less than desirable product that directly impacts its value.So far, this entire experience has been very frustrating.

  

  Business Response

  Date: 12/15/2023

  Thank you for the opportunity to address this matter. We received images of the product in question via email on 12/08/2023 pertaining to your order *********. Our customer service team responded via email on 12/08/2023 that this item is a bullion item and is subject to minor aesthetic flaws.
  
  These items are mass-produced and are not struck to the same quality as collector quality items. These items are shipped directly from the mint and new items will often have imperfections. The images provided confirmed that the product was not damaged in any way. We confirmed that the item was still in new condition regardless of the imperfections. It is widely known throughout the industry that bullion products will exhibit these types of imperfections as they are not collectible or graded items. Furthermore, when selling back to us, the quote will be the same as a bar with no imperfections.
  
  We confirmed via phone on 12/12/2023 that we could accept this bar back for an exchange as a courtesy. An email was sent on 12/13/2023 at 2:38 PM ET which confirmed this resolution and provided additional return details for the product in order *********.
  
  Bullion Exchanges received no further response regarding the request to return the product from order *********.
  
  If you require additional assistance, please contact our customer service team.
  

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
   

  Unlike their other products, the listing for the gold bar I purchased did not state that it can be subject to imperfections so I feel Ive been mislead by the websites advertisement. The gold bar is indeed damaged and can be seen in the pictures Ive provided. Ive consulted many local professionals and they all agree that this should be returned at the vendors expense due to poor curation on their part. I would not have made this purchase  if their advertisement stated a risk in imperfections.

   

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  

  Business Response

  Date: 01/22/2024

  The item purchased was a bullion item as opposed to a collectible, and it is widely understood in the industry that these items are mass-produced and may contain slight imperfections. Despite these possible minor flaws, the product is still considered to be in new condition, as ultimately the 5 gram Gold Bar PAMP Suisse Lady ******* Veriscan ***** Fine (In Assay) came directly from the Mint, in assay, and was shipped exactly as it was received. Therefore, there is nothing valuably wrong with the item.
  
  On 12/12/2023, we confirmed via phone conversation that we would accept this bar back for an exchange as a courtesy since it did not meet his expectations, provided he abide by the deadline of 12/18/23, and on the condition that he provide his own shipping label for the bar, since there was no drawback regarding the value of the item. We were met with no response by the customer.
  
  The option is available as a resolution within seven (7) days from the date on which the customer has received the products from us as stated in our Terms & Conditions. This customer agreed to the Terms & Conditions prior to making the purchase, which visibly indicates that Shipping and handling charges are non-refundable. You are fully responsible for all taxes, as well as return shipping and handling costs.

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Damaged items should be RMA'd, not sold to customers without disclaimer. My experience aligns with the experience of others in the past that have been burdened by this establishment. They've demonstrated the inability to understand that customers are satisfied if their purchase has met their expectations, which is far from in this case.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:07/05/2023

  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 ordered a coin from Bullion Exchange that was supposed to be BU which is supposed to be undamaged. When I received it, there was a large scratch on the face

  

  Business Response

  Date: 07/11/2023

  Thank you for the opportunity to address this matter. We received an email inquiry regarding the return of 1 x 2015 ****** 3/4 oz Grey Wolf Silver Coin ***** Fine BU for order *********. Our customer service representative confirmed on 7/6/2023 that we can accept the product back to our facility to process an exchange.
  
  On 7/6/2023, we received an additional inquiry requesting a return label and additional silver. Unfortunately, we are unable to provide any additional product that was not purchased within the order. Furthermore, a prepaid return label was provided to return the 1 x 2015 ****** 3/4 oz Grey Wolf Silver Coin ***** Fine BU on 7/7/2023 via email to ***************** The product is required to be returned before an exchange can be processed.
  
  If you require additional assistance, please contact our customer service team.

  Customer Answer

  Date: 07/18/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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 ordered items from this merchant. They were never received and I had to file a claim with ***** and file a police report. I been trying to contact the merchant for their insurance information to make a claim and they are not willing to cooperate. The items were very expensive. I just want cooperation from merchant. Been a long time customer.

  

  Business Response

  Date: 11/30/2022

  Thank you for giving us the opportunity to address this matter. As stated in our Terms and Conditions, our insurance will only cover items that are lost or damaged in transit. Once the item shows that it was delivered as per the tracking information, we are no longer liable and the shipment is the customers responsibility at that point.
  
  
  Your order ********* was shipped on 10/04/2022 with ************** Overnight. The tracking number for your shipment is ************. The ***** tracking states, DELIVERED Wednesday 10/5/2022 at 2:04 pm.
  
  
  The ***** proof of delivery displays that this shipment was delivered and signed for at the shipping address provided on order *********. A claim was submitted for this shipment. ***** denied the claim stating Our records indicate that the delivery option available with the Adult ************************** were followed and there is no evidence of mishandling on the part of *****.
  
  
  We are unable to offer a refund or reshipment as we stated in our Terms and Conditions that we are no longer liable once the tracking information states delivered. ***** confirmed the shipment was delivered to the address provided on order *********.