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:08/13/2024

  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.

  First order with JM Bullion. Tried something small. Conditions said check needed within 10 days. I used my on line bank and sent via *****. JM Bullion received in two days. ***** does not charge either party. Six days later when I inquired because their site still showed no payment, I was told they cannot accept Zelle (even though they just did). The first rep told me they had no record of my payment and to talk to my bank. The bank just confirmed the money was sent. Called back and the 2nd rep said that he could see that they had received my payment but it was in the "wrong" account. He could not transfer it and so I had to cancel the order. He said they would issue a check as refund and I would see it within 10 days. Called back on day 11 and learned they had not issued a check as "Today is the first day it is eligible for a refund". She promised a refund check within a week. So are they giving me the runaround ? Unbelievable that they couldn't just complete the original order. I picked them partially because we are both in *****. Should be an easy small claims if I have to go that route. Guess we will see in another week. Meanwhile looking for someone else to buy gold (although I will again start with silver ) I cannot recommend JM Bullion.

  Business Response

  Date: 08/15/2024

  Hello,

  We reached out directly to this customer and we successfully resolved this issue. 

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 08/17/2024

  Complaint resolved.  I did get a refund check.  JM Bullion also apologized for the confusion.  It turns out the Bank Zelle payment did actually arrive by snail mail check and so I am still confused as to why they could not complete my order.    It turns out the best (maybe only) way to do a transaction is by credit card.   They do charge a transaction fee (which I'll admit I was trying to avoid, but then many cards in turn give cash back.   JM Bullion said they were going to address training to eliminate why I got a different story each time I called.   Again, this is best avoided by simply not paying by check.  I would do business with them again based on this experience but by credit card only.

  Customer Answer

  Date: 08/19/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/13/2024

  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.

  On July 16th 2024 I placed a order for 10 x 1 oz gold bars at ********* USD total.JM Bullion took payment from bank and then cancelled my order afterwards. They Cancelled on Monday July 22. JM Bullion is currently holding the money without returning it. JMBullion instructed me to do a claim with my bank which I did. But the bank denied the claim. I notified JM bullion that the bank denied the claim on Friday August 9th. They said they will send paperwork to me within 1 x business day to sign so they could process the refund. On Tuesday August 13th I called back because I never receive notification of the "paperwork". JM Bullion then stated I need to provide a letter from the bank showing the denied claim and it will take 1 to 3 business days for them to reach back to me. I asked the *** to stay on the phone with me while I sent the denial letter over. She said another department handles the denial letter and hung-up. I feel I am getting the run around at this point which is wasting a lot of time. I have sent the letter of denial on 8/13/2024 shortly after the *** hung up. I understand there is a process. But JM Bullion isn't telling me everything I have to do ahead of time and they are making me stay on top of them only to add another step, wasting time. Time is money. JM Bullion should not have asked me to do a refund with my bank as the first step. This doesn't seem right.

  Customer Answer

  Date: 08/16/2024

  I spoke with **** at JM Bullion today Friday 8/16. They are going to process the refund. They said it can take up to 48 business hours to process. Which will be end of day Tuesday at the latest. I will advise once the refund is in the account. She advised the reason for lot of the mix up is high risk of fraud and they are working on a better format. I thanked her for the explanation of all events and am satisfied by all of her explanation.  As long as the refund is given I will be happy to call this case resolved. I will advise once done. 

  Customer Answer

  Date: 08/21/2024

  Hi, I spoke with the *** team Tuesday 8/20. They said the refund is in process and will take 24 to 48 hours from that point to get back into my bank account. We did talk about checking to see if we could keep the order on Tuesday. However the refund process was too far along. I will confirm once the refund is received. 

  Customer Answer

  Date: 08/23/2024

  JM Bullion refunded the money and it is now in my account. From my end complaint closed. Thank you. 

  Business Response

  Date: 08/23/2024

  Hello,

  We apologize for the inconvenience. We reached out to this customer directly and resolved his issued successfully.

  Kind regards,

  JM Bullion

  Customer Answer

  Date: 08/23/2024

  I have reviewed the business response and accept this resolution. 

• 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 placed a order for a product, the funds were withdrawn from my account but the day before it shipped they canceled my order and refuse to refund my money $9533.00 for a item that was never received. I contacted my bank to dispute the transaction and they denied my dispute and closed my account due to suspected fraud on myself and jm bullion is refusing to refund my money to me

  Business Response

  Date: 08/13/2024

  This customer is a fraudster. They even state themselves the bank has deemed himself fraudulent. This customer has been harassing and insulting our team, has changed accents multiple times, and we have **** he is fraudulently stealing these funds. We can't engage in a conversation with him at this point. what do we need to do to proceed?

  Business Response

  Date: 08/15/2024

  This customer is a fraudster. They even state themselves the bank has deemed himself fraudulent. This customer has been harassing and insulting our team, has changed accents multiple times, and we have **** he is fraudulently stealing these funds. We can't engage in a conversation with him at this point. what do we need to do to proceed?

  Customer Answer

  Date: 08/19/2024

  I am rejecting this response because:   I am not a fraudster I stated that the bank closed my account due to suspicion of fraud because your company will not refund my money and you insisted that I dispute the transaction thru my bank. Why do I have to dispute it thru them when your company withdrew the funds from my account and you never shipped my order you and your company is the real criminals here trying to steal people hard earned money just to gain a profit. Your whole staff are the fraudsters here because when I asked to speak to the manager you guys would just pass the phone around like you guys are playing a game I want other potential customers to be aware of this fraudulent company they will steal your money then give you the run around when you try to retrieve it and try to project their true intentions on you, just to keep your money. You will be hearing from my lawyer shortly!

  Business Response

  Date: 08/23/2024

  We sent this person a Persona link to verify their identity so we could attempt to work with them. They failed the verification process. The bank has closed the account, we have attempted to verify their identity, and all indications point to this customer not being who they said they are. We are happy to provide BBB the documentation around this.

  Customer Answer

  Date: 08/27/2024

  I am rejecting this response because:   I tried to use the link they emailed me and it keeps popping up with the same error message. Ill try again but I still want my money theat they withdrew from my account

• Initial Complaint

  Date:08/03/2024

  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 ordered 12 British gold Tudor Beasts Gold coin (BU) plus ***** for expedited shipping by an system my bank registered as WEBEPAY, which is a e-check, on my ********* checking account. The date I ordered these coins was on July 26th. Jm Bullion then sent me a email with a link I could check on my orders progress. I watched as the debited my checking account then began to fill the order. Then It said it was going to send my Gold Coin I purchased. Suddenly on 08/01/2024 the app said canceled. I called them immediately and a representative for JM bullion said after review of my order they have canceled and said I need to call my bank and dispute the purchase and debit. I called my bank and they said they would try but they could not guarantee a refund because it was by e-check. I called JM bullion and they said since I used my bank to dispute the e-Check charge they could not refund my money. I would have to wait for this process to happen then with a notice from my bank it failed I could send that form to JM bullion then they could try to refund my money another way. The gold I was trying to buy has appreciated in value plus I am losing interest on my money. I am 68 years old this is a big part of my retirement money.

  Business Response

  Date: 08/20/2024

  Hello,

  We are sorry to hear of your experience. We have reached out to this customer to resolve this issue.

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:07/26/2024

  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 thought I was buying silver coins at one price but after I paid mt reciept reflected that I had been scammed for more money than the amount I had agreed to pay If the information was in fine print somewhere then they should be ashamed. They know exactly what they are doing. There was no notification that the price would change until its to late. They ship immediately so it's to late to cancel only a few hours later. The price started at 31. I thought I eas getting 32 or 33 I can't remember now but was charged 35 each. % of investing in commodities to go up $3 that could take 5 years to break even. Not what I wanted.

  Business Response

  Date: 08/05/2024

  Hello,

  We  have reached out multiple times to this customer but he does not return any of our calls. We state on our website that if paid with credit or debit card, you do not get the 4% cash discount price. In addition to this, he has order twice previously, both times he paid with credit card so he was well aware of the payment structures. We are not sure what we can do to help this customer.

  Please review.

  Kind regards,

  JM Bullion

  Business Response

  Date: 08/20/2024

  Hello,

  Our pricing is transparent as anyone can go verify on jmbullion.com. Perhaps this customer was looking at the price for payment via ACH and then switch the payment method without realizing the price also changed? Even at that stage we display all pricing just as any online retailer does. There is no fine print that indicates we are allowed to charge more than what was presented at checkout, and that is all we charge. Despite all of this being clear and easily verifiable by visiting our website and reviewing the checkout process, we are still willing to try and help the customer in some way to ensure satisfaction, but this customer will not respond to us.

• Initial Complaint

  Date:07/13/2024

  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.

  I placed and paid for the order on 07/11/2024 I was told the order would ship on the 7/12/2024 and an email would be generated. I received a call the afternoon of the 11th stating there was a problem with my address which was fixed. and told the silver would go out by 3:30pm ctz. I called the morning of the 12th to find out why it wasn't shipped. I was told that it missed the tuck and would go out by 3:00pm ctz and a corresponding e-mail would be sent to with a confirmation. I called at 5:00pm ctz to find out if my order had shipped as promised and was told it was just put on the truck for delivery. I asked for a tracking number and told it wasn't in the computer yet since it had been put-on the truck and a conformation e-mail would be sent with a tracking number. The e-mail was never sent, and the order was not shipped. I believe this is a scam due the many lies told by JM Bullion reps

  Customer Answer

  Date: 07/18/2024

  JB Bullion finally sent my order. I received it 07/17/2024 @ 5:45PM MCT. I would like to thank you for all your help in getting this resolved.

   

  All the Best

  *******************

  ************

  P.O. ********************, N.M. 88023

• Initial Complaint

  Date:07/10/2024

  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.

  Jm Bullion says my shipment is fully insured and I've been patiently waiting for over 30 days for it, the post office has confirmed that the package was visibly damaged yet jm Bullion will not respond satisfactory to me, they just say it's under investigation, that is not my concern unless they think I am in league with the ** to cheat them, they have my money, I have never received my package, all I know is the post office has admitted to damaging the package, the product is gold so it cannot be destroyed, only bent, obviously someone at the ** either lost it or stole it, that is no my concern, I was told it was fully insured, they are practicing poor business, they need to reship it or refund my money, not play me along, my # is ************, I've contacted then numerous times and just get the same answer, it's under investigation, so are they investigating me? I don't understand why they would treat a return costumer like this, I've placed many orders into thousands of dollars with them, now they want to do this, and BTW, I've made several orders in excess of $2000 since this, I've trusted them, so why are they giving me such a hard time and run around? Thank you

  Business Response

  Date: 07/26/2024

  This is a duplicate review. We resolved the customer's claim and offered a $50 coupon, to which he accepted. However, he left 2 duplicate reviews. Can you please review if this is something we can remove?

  Business Response

  Date: 08/05/2024

  Hello,

  
  We spoke with this customer and advised that we will resolve their claim in house while we await for the insurance company to finalize their claim. This customer's claim was resolved on 7/10, and we also gave the customer a $50 coupon to be applied to their next order. We are not sure what else to do for this customer at this time. This is also a  duplicate review. 

  
  Kind regards,
  JM Bullion

  Business Response

  Date: 08/29/2024

  Hello,

  Just following up on removing this duplicate review? This one is still showing open, but we reached out to this customer and resolved it, and this is the customer's second review about the same issue.

  Thanks,

  JM Bullion

  Business Response

  Date: 09/23/2024

  Hello,
  
  Just following up on removing this duplicate review? This one is still showing open, but we reached out to this customer and resolved it, and this is the customer's second review about the same issue.
  
  Thanks,
  
  JM Bullion

• Initial Complaint

  Date:07/10/2024

  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 ordered two silver bars. I received the **** tracking number. The package has been in transit to the next facility since June 6th. I get weekly emails that the underwriter has 30+ days. 30+ days is a large window for resolution. I feel at this point this vendor is going to drag this out as long as possible. I would like them to resend the product or issue a refund.

  Business Response

  Date: 07/11/2024

  Hello,

  We are sorry to hear you have not yet received your order. A member of our ***************** will be reaching out to you directly to resolve this issue.

  Kind regards,

• Initial Complaint

  Date:06/12/2024

  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.

  sold 1000 silver round coins tojm bullion,they claim they only received880 ,as one box arrived damaged with 120 1oz. coins missing,I I followed there instructions for packaging,and shipping lables as per instructions,was told to take boxes to fedx, ********* is agent for fedx in our small town,it is not A drop box,they are refusing insurance payment,saying it is not Afedx office,they are shorting me over 4000 dollars some body stoled 120 oz. of silver from me!! I talked to fedx both boxes were good shape when they were picked up,at ********* in marshfield fedx says they delivered boxs to *********** mo. than to ******* un damaged they arrived in tx damaged with 120 oz. GONE

  Business Response

  Date: 06/20/2024

  Hello,

  We are sorry to hear of the issues you had with your Sell to Us order. We understand that insurance claims can be frustrating. We will be in contact with you directly to resolve your issue. 

  Kind regards,

  JM Bullion

• Initial Complaint

  Date:06/12/2024

  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 ordered 2 10oz valcambi gold bars on June 4th, 2024, total $48,010.40 They cancelled my order after my ACH payment was in there hands for 5 days, due to an "internal review process". Now they also said if i want my money back, i have to go through my back and dispute the charge, with a ACH reversal request. I called and asked why it was cancelled, they said a mismatch in information. I had called 2 hours earlier before they cancelled, and asked to change the shipping address to a different home as i would not be there, and I asked if this was okay (they didn't ship anything yet) and they said it was completely fine. Then they cancel because of a mismatch in information, and i have to do work and dispute the charge (i have to personally go to my bank branch and fill out paperwork) to get my money back. Unbelievable inconvenience. They have held and are still holding my $48,010.40 for 7 days now. They wont send it back on their own will, they want me to dispute it and go through a process with the bank that could take a month. Again, unbelievable. Why wont they send the money back themselves if they chose to cancel the order? I asked that I want the gold bars, and they said they will only take wire transfers from now on. Wire's can not be reversed, unlike ACH. So it sounds even more unsafe. What is this company doing?

  Business Response

  Date: 06/28/2024

  Hello,

  We apologize for the experience you had placing your order with us. Due to the nature of what we sell, we have certain processes in place for the security of our customers. We checked our system and the *** authorization was revoked, therefore returning the funds back to the account the payment originated from. 

  Kind regards,

  JM Bullion