Complaints

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

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  JM Bullion

  11700 Preston Rd STE 660-153 Dallas, TX 75230-6112

  
• 

  JM Bullion, Inc

  180 N Michigan Ave Ste 1845 Chicago, IL 60601

• 

  JM Bullion, Inc

  1 E Erie St Ste 630 Chicago, IL 60611

• 

  JM Bullion

  Dept. 960555 P.O. Box 73196 Oklahoma City, OK 73196

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:03/07/2025

  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 made three unsuccessful attempts to purchase gold coins from JM Bullion. In the first case, I chose the wire option, however, my bank strongly advised me against it. They reviewed the BBB complaints related to JM Bullion customers running into refund issues for the cancelled orders. My two subsequent attempts to complete my purchase using ****** were declined by the JM Bullion even through my ****** account was charged even before I hit the "Place Order" button. Shortly after, the orders were cancelled indicating "internal review" and that JM Bullion required me to use "a bank wire if you would like to place another order". In both instances, I received the refund. This is the first time in my experience where a company consistently refuses to complete transactions following the receipt of payment in order to influence their customers to use a different form of payment that would be more advantageous to the company. This is even though the customers are charged a 4% premium for the ****** option. This is really strange and I'd like to get a better understanding of how to make a purchase and have coins delivered using the credit card or ****** payment methods (if these methods are still available to customers). In case these options are unavailable and they are being erroneously advertised on the JM Bullion website, I am asking the BBB to work with the company on removing the misleading advertising of the unavailable payment options or add clarification (such as dollar limits for each option). I also encourage the BBB to reconsider the A+ rating for this company based on the volume of similar complaints about numerous irregularities.

  Customer Answer

  Date: 03/13/2025

  JM Bullion contacted me and explained that they are using an algorithm, called internal review process. The algorithm reviews the entire account history and makes determination as to whether a) they will do business with you and b) dictates the conditions (e.g. payment method). The associate told me that in my case the algorithm blacklisted my account (as suspicious) for attempting using different payment options, bank wire and ****** for different transactions. This is ironic because based on the BBB comments history, my bank flagged JM Bullion as a risky dealer and advised me to use a more secure payment method that would offer me a recourse should something go wrong with the order. I reviewed JM Bullion's Terms and Conditions. They, essentially, leave their customers with very little or no rights or protections. I understand that there is a great deal of fraud in the precious metal space, however, I wish the company had a better fraud review process in order not to flag respectable clients as fraudsters. Following my experience and the careful review of the Terms and Conditions as well as the Privacy Policy, I, personally, do not feel comfortable having a business relationship with a company that does not offer reasonable rights to their customers and seem to treat their customers unfairly. 

  Quote from Terms & Conditions: "We reserve the right to refuse to provide the Services to any person in our sole and absolute discretion. Without limiting any other legal or equitable remedies available to us, we also reserve the right to suspend or terminate any users right to access the Services at any time, in our sole and absolute discretion."

  Thank you. 

  Business Response

  Date: 03/20/2025

  Hello,
  
  We apologize for the experience you had trying to place your order with us. Due to the nature of the inventory we sell, customer security is of utmost importance to us. We have also seen a rise in illegitimate activity, so we are even more thorough with our checks. Per our Terms and Conditions, we reserve the right to cancel an order if our billing team see some information on their end. We do not give out the reason on why an order was cancelled, as you can imagine, that eliminates the purpose of our vetting process. With regards to the bank refusing to send us a wire, this is the first time we have heard of this issue in our 10+ years in business. We receive wires on a daily basis so we are unsure why your bank advised you against the wire. 

  We are sorry for any inconvenience this experience has caused you and we hope you will give us a chance again in the future. We wish you all the best.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 03/24/2025

  I am rejecting this response because: I still believe that if a company advertises different forms of payments, they should be accepting them indiscriminately. Also, I reviewed the Terms and Conditions and while they serve to protect the company, there is not much recourse available to clients. Thank you. 

  Business Response

  Date: 04/10/2025

  Hello,

  We accept all the payment methods we advertise on our website, and those are correctly listed as accepted payments. We reserve the right to cancel an order at our discretion, as also stated in our Terms and Conditions. We've attempted to contact the customer for more information on their financial institution, but all attempts to call the customer have not been successful. 

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 04/13/2025

  I am rejecting this response because:  I did not receive any additional calls or voice messages from JM Bullion in the past few weeks as noted in their latest response. I would really like for JM Bullion to work with me to help me use their services using a credit card going forward. Thank you. 

• Initial Complaint

  Date:03/05/2025

  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.

  JM Bullion will not let me remove a saved credit card that is no longer active and the system errors when I try to add a new one. I have contacted them several times and tickets were filed with promise of a follow up. There has been no follow up and the problem persists.

  Business Response

  Date: 04/10/2025

  Hello,
  

  Unfortunately, we were unable to add the card due to an issue with the financial institution, however, we were able to remove the invalid card from the account. We have been in contact with this customer with this information. We apologize for the inconvenience this has caused.

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:02/26/2025

  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 contacted this company to remove my account and payment information and they are being elusive not helping me close account. I do not want this company retaining my contact information and payment method. I want no settlement I want my account closed and ********************** to stop contacting me with any emails.

  Business Response

  Date: 03/20/2025

  Hello,

  We apologize for the difficulties you've encountered while trying to close your accounts, as well as the experience that led to this request. We can confirm that your account has been successfully closed, and you will no longer receive any calls or transactional emails, as requested. We wish you all the best and hope you will consider giving us another opportunity to serve your bullion needs in the future.

  Best regards,

  JM Bullion

• Initial Complaint

  Date:01/21/2025

  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 January 16th I placed an order for gold bullion (17 1oz Bars). I paid for the order using an ACH transfer. The money was taken from my account and the order status initially said 'held'. Then on the morning of January 21st I checked the account status and it said "paid, preparing for shipping". About 2 hours later I received an email stating the order had been cancelled. I called customer service and they were unable to tell me why. They required that I fill out a form stating I wouldn't dispute the charge with my bank before they would refund my money.

  Business Response

  Date: 01/30/2025

  Hello,

  We are sorry to hear of the experience this customer had placing an order with us. Due to the nature of the inventory we sell, we have a due process to verify payment information. In this case, we received notification from our bank that this ACH bounced on January 24th. Therefore a refund is no longer owed to this customer. We apologize for the inconvenience this caused.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   The response from this business is false.

  On 16 January the funds were removed from my account (see attached). Approximately 10 days later their system showed the invoice paid and they were preparing shipping.

  I subsequently received a message saying they cancelled the order. I then asked my bank to reverse the ACH.

  They are lying. This is a scam

• Initial Complaint

  Date:01/16/2025

  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.

  On Jan 6, 2025 I ordered 20g of gold and paid $1783.54 through Web Epay (ACH). They took the money out of my account the next day. On Jan 10, 2025, JM Bullion CANCELLED my order saying it was due to "Internal Review". They did not give me a refund. I had to contact them and they told me to go to my bank and dispute the charge and do an ACH reversal. Since they held the order for 5 days, my bank was unable to do the reversal. They said I needed a letter from my bank stating the reason why they could not do the reversal. My bank does not write letters of that sort so they are trying to create a unique letter just for me and have it approved by management. I asked if they could just give me the gold since they already have my money but they said, "no". It has been 10 days since I ordered and still have no money and no gold. This website is a scam. I don't believe they even have gold.

  Business Response

  Date: 01/23/2025

  Hello,

  We are sorry to hear of the issues with this order. There were inconsistencies with the information provided which is why this order was cancelled. We processed a full refund on 1/21. However, after the refund was processed, the original ACH payment returned. Therefore, this customer was double refunded. An email with an invoice was sent to this customer for the double payment. 

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:01/16/2025

  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.

  Purchase of pre-1933 gold coins from JM bullion. Coins were fake and one of the 5 was not even proper weight and not gold. Coin was returned with original purchase receipt as per request of company. Purchase price was not refunded nor was the coin replaced. We are now out the amount of $625 which was the purchase price of this coin. ( part of the 5 coin set . The other four were sold for the price of the gold not for their collectible price.) They are guilty of selling a fraudulent coin and refuse to stand behind their sale of supposedly authentic coins.

  Customer Answer

  Date: 01/21/2025

  The company has returned the fake coin to us.  They have stated that even though we have the original receipt that they cant verify that this is what they sold us.  
       Very very shady company.  Stated originally that they would make this right but ultimately they offered a $100 voucher for another purchase and ultimately returned the fake coin to us and kept the $625 purchase price!  
       We have no recourse at this point.  Calling the case settled.  Will never use this shady company that refuses to stand behind their sales again.  Will never recommend them to anyone and will not hold back personal opinion!  Very very bad review!!!!!

  Business Response

  Date: 01/30/2025

  Hello,

  We are sorry to hear of this customer experience. The order referenced in this complaint was placed on July 4th, 2021. We stand by our products and will resolve any issues with any order, provided they contact us within a timely manner. Per our terms and conditions, "we will accept a return of the products for a refund of the Purchase Price, less the original shipping and handling costs provided such return is initiated within five (5) business days from the date the products are delivered by the carrier to the shipping address you provided on the order and provided such products are returned in their original condition."

  This return was initiated more than a year after the order was received and the product reference in this complaint was a 4 coin set, and the customer only returned one of the coins in the coin set. Therefore this purchase does not qualify for a refund or an exchange. 

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/30/2025

  I am rejecting this response because:   Independent testing showed this coinweighed less than and had metals not gold. I paid $625 for each coin and was offered a coupon worth $100 toward another purchase

  Customer Answer

  Date: 01/31/2025

  They have returned the fake coin and kept the $625.  Case closed.  Thank you for your help.  We will never use JM Bullion again and will strongly caution everyone we know about their business.

• Initial Complaint

  Date:01/16/2025

  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.

  On 12/2/2024 I ordered a 10oz gold bar from JM Bullion paid by ******** transfer. Shortly after payment was made I started receiving emails asking me to call them and provide additional info, I attempted calling the provided number but was unable to get in touch with a human. Being unable to teach a human, I went into my account and made sure all info was provided and correct.On 12/27/2024 I received an email saying my order had been canceled; at this point I was frustrated with the whole experience and planned to take my business to another vendor after a refund had been issued. I waited a more than reasonable amount of time for a refund to be issued, but my credit union showed no such credit.On 1/11/2025 I sent JM Bullion an email asking that a refund be issued and received an email stating that I either had to open a case with my credit union for non-delivery of purchased goods or I could fill out a "Refund and Release Agreement. This Agreement simply states that you have not previously, nor will you in the future, request that your bank do an ACH reversal related to this order."The "Refund and Release Agreement" sounds very sketchy to me and would seem to only be necessary if the full amount of my purchase would not be refunded, thus limiting my avenues of recourse for the remaining ********* this point I am quite ready to be done with JM Bullion, but need them to refund my funds, which should have been done automatically within 48 hours of them canceling my order.

  Business Response

  Date: 04/23/2025

  Hello,

  We received communication from our bank on 2/21/2025, that the *** Mr ***** processed was pulled back. Prior to the *** returning, we communicated to this customer via email on 1/11/2025. We also reached out by phone on 1/30/2025, but we couldn't get a hold of him so we left him a voicemail. As of today, there is no refund owed to this customer and we encourage him to reach out to his financial institution for more information.

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:01/08/2025

  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 made a purchase with your company which was cancelled by JM Bullion in the amount of $28,656.30. This money has not been returned to my account. The purchase was made on November 4, 2024. The order was flagged on November 12, 2024. On November 21, 2024 the order was officially cancelled by JM Bullion. Today's date is January 8, 2025. A customer should have no reason to wait weeks to get a resolution and their funds returned to their account. I have all the emails, bank statements and proof to show what happened. I never received my purchase, it was cancelled by JM, and I am still waiting for my money to be returned to me.

  Business Response

  Date: 01/23/2025

  Hello,

  We apologize for the inconvenience caused by this experience. A full refund has been issued for this transaction and it has been received by the customer. There were inconsistencies in the information and the persons that contacted us by phone with regards to this order, hence the amount of time it took to resolve this issue.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/24/2025

  I have reviewed the business response and accept this resolution. I do not understand what inconsistencies they are referring to, nonetheless I have finally been issued the refund. Thank you.

• Initial Complaint

  Date:12/27/2024

  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.

  On 11/20/2024 I placed Order #******* for a Shipment of Silver Bullion .999 costing $657.01.JM BULLION shipped this $657 order via ***** on 11/21/24. It was shipped to the **** office on ************************************* ********, **. I did not receive or touch this shipment. The *********** didn't RETURN this "lost shipment" via ***** to JM BULLION. I didn't get it. ***I never received this order and have explained this to JM Bullion's *********** So far they have NOT REFUNDED MY MONEY ($657.01) I want a FULL REFUND!!It has now been over a month (Nov. 21st to today, Dec. 27th) and I still am waiting. JM Bullion has been very BAD at customer service on this one--and have not even written me!! I want my REFUND, in full...Sincerely, *** W. ************************************** is my BEST CONTACT EMAIL.

  Business Response

  Date: 01/23/2025

  Hello,

  We are sorry for any inconvenience this issue caused. With regards to the claims process, customers are advised that it can take more than 30 days as it requires us to conduct an investigation with the shipping carrier into the delivery of the order. This case specifically, the delivery address was the **** office, therefore, it took a little longer to investigate as it is a place of business and multiple people and packages are delivered there daily. We attempted to reach out to this customer by phone, but we were unable to get a hold of this customer. We followed up with an email but we did not hear back. The claim was approved and a refund has been processed. We hope this helps!

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/23/2025

  I have reviewed the business response and accept this resolution. 
  
  Thank you for your help!!!  
  
  I will continue to do business w/ JM BULLION as they resolved this to my satisfaction.  
  
  Regards and thank you for the GOOD WORK that the BBB does!!  
  
  *** W. ******
  (********, **)  

• Initial Complaint

  Date:12/24/2024

  Type:Product 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 purchased 3 x 1oz silver bars from JM Bullion on 12/10/2024. My first ever interaction with them. I checked their site today to see a status update on my purchase. Their customer service person replied to my inquiry as "the package was delivered by or near the front door". I explained that I did not receive it, that is why I'm calling. She then said she would need to explain to me that they are not responsible for missing packages if they show delivered. I asked wouldn't a product like silver be delivered requesting a signature. She replyed with "no it was sent via ****, if you want to upgrade to a signuature it's more money". Then I was asked to check with my neighbors. I came home directly from my dialysis treatment and asked both neighbors if they had a package addressed to me by mistake. Both said no. After getting a strange feeling about the reps ******** that someone from their investigations team would reachout to me in 3-5 days, I started looking up reviews. The missing items, not receiving, short-changing selling customer's LIST on the internet is so long, it's unbelievable! There are 9 pages on here, the BBB site alone. And they only post 30% of the complaints. JM Bullion you had no problem taking money out of my bank account through ******, but now you don't want to return my money saying that "once the package is handed off to the delivery service you are no longer responsible". They UNPROFESSIONAL, and I want my hard saved money back. I'm on dialysis and this was supposed to be a gift to my children. Shame on you!! Please send back my money!!!

  Business Response

  Date: 01/23/2025

  Hello,

  We apologize for the inconvenience caused. Unfortunately, claims are not the most straight forward of cases, especially when it shows delivered. We conduct an investigation with the shipping carrier into the delivery of the order before we can resolve any claim. This process can take 30 days. This claim was also reported to us later than we require, per our Terms & Conditions. Despite the late reporting, we investigated and reached out to the customer on 12/27, by phone and by email, but we did not hear back. In addition to this, we received notification from our bank that the customer has filed a dispute on the payment, therefore, the claim was closed and no refund or reship was processed.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 01/23/2025

  I have reviewed the business response and accept this resolution.   Although they said the package was mailed **** unless I wanted to pay EXTRA for **************** It took 5 weeks to deliver after they said it was ALREADY delivered to my house.  This business has way TOO many complaints on not processing orders in a timely manner.  I believe they use our money for 30 days to profit and then send the product we purchase.  I will not be buying from then again!