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:08/25/2023

  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 August 10, 2023, I ordered two 1-ounce gold bars from JM Bullion. Order number *******, invoice #*****. The total amount for this order of two gold bars was $3,994.72 On August 13, 2023, I ordered two 1-ounce gold bars from JM Bullion. Order number *******, invoice #*****. The total amount for this order of two gold bars was $3981.64 I received the order confirmations on August 10th and August 14, 2023. The *** payments for both of my orders had been received by JM Bullion, and both payments were on a five day hold,On August 17th, 2023, I received an e-mail for each order stating my order had been cancelled due to internal review. The notice also informed me my credit card had been billed for market loss fees.I checked my bank account, and two payments to JM Bullion had been paid and deducted from my bank account. One payment in the amount of $3994.64 and the other payment in the amount of $3981.64. The funds had cleared. There were also two charges from JM Bullion on my credit card for the market loss fees.I called JM Bullion and spoke with *****. I explained to her JM Bullion has my funds in the amount of $7976.36, my order was cancelled by JM Bullion, and JM Bullion charged my credit card $56.32 in marketing loss fees for order *******, and $69.24 in marketing loss fees for order *******. ***** said she saw the funds were at JM Bullion, the gold was paid for, but because the order was cancelled, and I was charged the credit card fees for market loss. I asked, why am I being charged for JM Bullions direct action of cancelling my order? Her reason was back in October 17, 2022, I cancelled an order (I paid a market loss fee). I asked what that has got to do with this order. I had just received from JM Bullion order number ******* in the amount of ******* on July 11th, 2023. Due to limited space my details end here. I have documentation for each event available upon request. I have received no correspondence from JM Bullion about my refund.

  Business Response

  Date: 08/31/2023

  Thank you for bringing this to our attention. After a review from our management team we agree that we should not have charged you the market loss fees on these two orders. We will be refunding them. I apologize that it took you coming to the BBB to get action on this. We have reviewed our processes internally and have made improvements as a result.

  Customer Answer

  Date: 09/01/2023

  I am rejecting this response because: 

   Thank you for acknowledging your error in charging me the market loss fees, but what about how I was treated when I called customer service? Has that changed too?  I have been a customer since 2015 and bought thousands of dollars worth of product. The customer service I received from ********************** was egregious.

  While speaking with *****, after we had settled JM Bullion had my money, charged me market loss fees and cancelled my order, she said JM Bullion doesnt want to do business with me anymore because I cancel orders.

  I cancelled one order, and it was due to JM Bullion collecting funds from a wrong bank account.

  ***** stated, back in October 17,2022 I cancelled order number ******* in the amount of $8933,45. I said, yes I made several phone calls over that. When I ordered the metals, I indicated which bank account was to pay for the product, but instead, JM Bullion accessed the other bank on file, and there wasnt enough funds in that account.
  My bank notified me of the error.I could not reach anyone at JM Bullion, it was closed. I left several messages.I did receive a call back about it from JM Bullion the next day, but was told it wasnt JM Bullions fault the wrong bank account was used, and I had to pay a market loss fee. I explained I had selected the correct radio dial next to the bank account to be used, but JM Bullion accessed my other account in error.JM Bullion took no responsibility in not accessing the correct bank account and would not reverse the fee. I let it go. I eventually paid the market loss fee.

  I said, *****, I have only ever cancelled that one order. It is JM Bullion that cancels my orders.

  Alina and I went over my order history since my first and only cancellation on 10/17/2022.
  
  July 10, 2023: Order number ******* in the amount of $2684.00.
                            Item received at my residence July 18, 2023.
  
   July 27, 2023: Order number ******* in the amount of $4050.86
                              Order cancelled by JM Bullion
  Order ******* History:
  Order confirmation received 07/27/23. Order status: ACH No Action Required
  August 1, 2023 I received an e-mail from JM Bullion stating the order had shipped.
  Tracking number 9410811205181405592817
  
  August 2, 2023 I receive a text with the latest status: Shipment received, package acceptance pending 08/01/2023 6:24 p.m., ********* ** 89120
  When I went to my account on the ********************** Web-site, I discovered the order had been cancelled by JM Bullion.There were no market loss fees, but my order had been cancelled.
  I called JM Bullion on August 2,2023 at 10:45 a.m. and asked what happened. I was told by ***** to contact my bank. I said there isnt any indication my bank had anything to do with JM Bullion cancelling my order. I asked why was there no market loss fees, she said there just werent any.

  This was all very confusing. I even had a tracking number, but for some unknown reason the order was cancelledand not by me. The bank showed no online documentation indicating the funds had even been requested. ***** made no attempt to explain anything, she just said rather cryptically to ask my bank what happened.

  08/10/2023: Order number ******* in the amount of $3994.72 (Current Dispute)
                          JM Bullion Cancelled the order due to an internal review: Charged $69.24 market loss fees
  
  08/13/2023 Order number ******* in the amount of *******   (Current Dispute)
                          JM Bullion Cancelled the order due to an internal review: Charged $56.32 market loss fees
  
  As demonstrated in my order history, JM Bullion cancelled three of my orders after I received my last order on 07/17/2023.
  
  I asked to speak to a supervisor.****** came on the line. I went over everything with ******, and she stated JM Bullion is writing me a refund check for the two orders. ****** would not budge on the market loss fees and just kept repeating she was sending my money back,instead of sending me the product. No acknowledgment of any of these flagrant business practices, not one ounce of effort was given to explain anything to me, let alone treat me as a valued long time customer. After a few minutes, ****** went silent. She was still on the line, but she never came back into the conversation.
  
  Brandys customer service philosophy,which seems to be JM Bullions corporate culture, is based on the following-- JM Bullion is never at fault, it doesnt matter how ludicrous the situation, when a more detailed factual conversation is asked for, treat the customer like they are intellectually challenged for not understanding the repetitive answer that my check was being returned, and JM Bullion is never at fault--and then fade to black.
  
  I filed a complaint with the BBB because people need to know JM Bullion does not care about its customers, it makes no effort to listen to the customer, and has no intent to work with a person to fix the issue, let alone explain anything. JM Bullion takes no responsibility for their errors, and just helps themselves to your funds to pay for their flagrant actions.
  
  

  Business Response

  Date: 09/13/2023

  I appreciate your detailed response and can assure you we are reviewing this case and learning from it. I apologize for the experience you had. Can you please advise what else specifically you are looking for from us?

• Initial Complaint

  Date:07/26/2023

  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.

  Order date July 11, 2023. Order number *******. I ordered an antiqued finish ten ounce silver bar. I received a bright finished ten ounce silver bar. Called the company on 6-19-23 as at the time I ordered product, there was a $20.00 higher price for the antiqued bar. As of today there is a $30.00 higher price for the antique finish on that particular ten ounce silver bar. After my call on the 19th, they reviewed their video footage. They called me back on the 20th and admitted the error was on their part, but refuse to refund the twenty dollar difference. They claim that the bright finish is the same price as the antique finish, which is just an insult to my intelligence. I ordered via ACH/e-check. I would like a twenty dollar refund in either ACH deposit, or paper check, whichever is easier for them. Thanks.

  Business Response

  Date: 07/26/2023

  This complaint is outdated. We offered the customer a $30 coupon on the 21st.

  Customer Answer

  Date: 08/01/2023

    Firstly, thank you for your time and attention in this matter.  Secondly, I have had no problem with the ***** division of this business, that's just where their corporate offices are.  I had been happy with this businesses service for many years, until last year when they sent the wrong item.  Their fulfillment division in ********* seems to have either a training issue, or just an attitude problem.  This last order was for only two items.  I have since discovered  a 100 percent fail rate after removing the plastic covering of the second item.  I no longer wish to do business with this company.  I will save them ten dollars, just refund my $20.00 overpayment.  How hard can that be?

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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 sent entirely incorrect and damaged 10 ounce bars of silver. Then I had to initiate a return, and they sent a much less valuable set of silver bars, but I not only didnt receive the right product I had to pay for the shipping materials to ship it to their fraudulent facility.Now their s**** up on my order was invoiced to me, for $87.17 less than what they charged me. Not only did they commit fraud in sending me false products, they made me pay to have them get the order right. I now received damaged bars again, but at least they were the intended types of mint. This was clearly a case of false advertising and in the **************** that is criminal. At least under Chapter 817 Article 44 of the constitution.Their policies prevent me from being able to use ******* courts, and they intentionally district in a system that only allows filing in person. I want my money and the difference placed against what they literally stole from me. I spent around 16 hours of my time on emails, on the phone, travel to deliver their fraud back to them, and lastly three months later I have no resolution. Ive since reached out to their legal department and they dont reach back out. On any kind of resolution I only received replies almost a week after my requests.

  Business Response

  Date: 07/24/2023

  Hello,

  We did indeed send this customer the incorrect order initially and we are terribly sorry about that. We then provided the customer with a prepaid return label and exchanged the order for the correct items at our expense. At no point did we invoice the customer any additional money since the mistake was obviously on our end. The customer continued to request further discounts and we offered a complete return for a full refund at which point the customer hung up on us. 

  We can't provide additional discounts, but we'd be happy to take a full return and provide a return label as we offered. We do not appreciate the numerous threats which this customer has expressed to our customer service agents over time, and have done our best to accommodate this customer within reason by covering all shipping expenses and offering returns for full refunds. 

  Customer Answer

  Date: 07/24/2023

  I am rejecting this response because:   This business just issued a statement providing a return based on zero cost to the customer.  In fact, through time and cost of shipping materials as well as travel to shipping locations this order was not filled with out great expense to the customer.  No compensation was offered for a fraudulent service, and the only so called threats provided were in regards to a law suit.  Ill be very clear that fraud is certainly criminal.

  This law suit will be pending in claims court of district thirteen of the ****** court system.  JM Bullion issues illicit terms of service to protect itself from non-frivolous law suits, and to allow for any customer that used their website to be bound by illegal terms.  It states you waive your rights to a court trial in any situation and have to pay for any kind of arbitration.

   These rules are not binding, and will be proven against these agents of theft and false advertising.  It is clear they do not meet terms and conditions, as they are complicit in sending the wrong products and expecting the customer to eat the difference for their mistakes.

• Initial Complaint

  Date:06/20/2023

  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 May 15th 2023 i placed two orders at JM bullion online $112.17 & $367.13 i paid in crypto using bitpay. Two weeks later on June 2nd 2023 i received an bill from Jm Bullion stating i owed them $24.02 & $16.64 for an underpayment charge, due to an ERROR on THEIR end.
  This would be like walking into wallmart and buying a gallon of milk for $4 and than when you get home you drink all the milk go back and try to buy another gallon only to be told that they under charged you for the last milk and you owe them $3 more dollars b4 you can buy another gallon. ***!!!
  i have asked them already to take this bill off my account and have not heard back from them i want this issue resolved.
  WARNING to CRYPTO paying customers stay far away from JM BULLION
  SEE ATTACHED FOR PROOF!!!!

  Business Response

  Date: 06/20/2023

  The invoices were waived a week ago and the customer was satisfied with this resolution. Is this complaint up to date?

  Customer Answer

  Date: 06/27/2023

  JM Bullion contacted me and removed the charges from my account. Thank you 

• Initial Complaint

  Date:06/01/2023

  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.

  Website says I'm to get a Military discount by send my military forms to the email address listed. I purchased late Friday and late Sunday I sent the military info and on Monday they placed my order without the discount. even after me calling them first thing. They said I needed to do this before the order was placed but the website doesn't say that. They girl was very rude and even after me spending over $10,000 there. They owe me about $750.

  Business Response

  Date: 06/05/2023

  I'm sorry to hear of this trouble. We do state on our website that we do not apply the discount to existing orders. You can verify that here: *********************************************************

   

  "We cannot apply the discount to orders placed before your verification."

   

  This is because our pricing is always changing, and we're unable to retroactively apply discounts. I'm also sorry to hear the associate was rude. We will have our quality team review the call recording.

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   I placed my order on Friday evening and found the info n the military discount on Sunday night. The page I was on said nothing about a deadline and I submitted the military info to them before they even knew of my order on Monday. In my opinion they are just putting the screws to a very good paying customer and an even more valuable veteran. **** on them, it's apparent need the money more than me by how they are treating me. I want my complaint recorded for others to see and you can tel JM Bullion to stick the money up their a**

• Initial Complaint

  Date:05/22/2023

  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 contacted JM Bullion for paperwork and address to send in gold bars. I FED EXED bars to Gold Bullion on Apr 10, 2023 and was told it was received at their Headquarters. The money ($20,397.00 was not wired to me). I called back and was told they had not received the gold bars. ( FED EX tracking #************) FED EX said they delivered them 4/13/2023 at 12:27 pm and was signed for by ********************. ********************* says this individual does not work for them and they never received the gold bars. I feel one of these companies is responsible and should be liable for my money or replacement of bars..

  Business Response

  Date: 05/25/2023

  The label that was used for this order was not addressed to our buybacks receiving location, but rather to a mail area that is checked once per week for our headquarters. When the mail was checked, this package was nowhere to be found. Unfortunately, we are unable to begin a claim for the package because our insured label was not used. We apologize for the inconvenience. You will need to contact ***** directly to locate the package or begin a claim with their insurance. Please keep in mind, we will be cancelling the order in the meantime so the fees do not add up over time. Once the package is delivered to us, we will be able to reinstate the order and check it in normally.

  Customer Answer

  Date: 05/30/2023

  I am rejecting this response because:   JM Bullion sent me the address to use to mail in this package.  The package was signed for by ********** at the Headquarters.  JM Bullion said "They were waiting for Headquarters to send it over to them".and then they would send my money.  ($20,397.00).  Fed Ex has their records and a signature with date and time it was delivered.  Fed Ex said their insurance would reimburse me $100.  That is a far cry from $20,397.00.  What I can't understand is that when I called JM Bullion about not having received my money, they checked with Headquarters and told me my package had been received.  Later changed their minds.  ????????  Sounds pretty fishy!  

  Business Response

  Date: 06/08/2023

  Unfortunately, since you shipped this box to the wrong location (Not ****** but a *** Store). We are unable to take responsibility for it. We give clear instructions on where to ship it. We're unable to cover shipments that were sent to other locations where we aren't present to receive them.

• Initial Complaint

  Date:05/19/2023

  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.

  on May 2nd I made a transaction with JM bullion for $261.68 a couple of days later they sent me an email stating that they canceled this order And that they would return my money to my bank account they never did They stole my money and they never sent me what I ordered They claimed they were trying to give me my money back several times but they did not And when I asked them about it they called the *** and had them to tell me to stop asking about it These guys are criminals They are thieves they stole my money They are dishonest And I want my money back You can see by everything that I attached to this complaint that they took the money they claimed they were going to give it back and they never did

  Customer Answer

  Date: 05/20/2023

  You can go ahead and close this complaint out they finally refunded the money they owe me or you can keep it open and the complaint would be that they're just slow lazy and we're trying to steal my money

• Initial Complaint

  Date:05/10/2023

  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.

  Order# ORD-******, Date: 5/3/23, Total price charged to my credit card: $3,572.78. I wanted to return this shipment I just received today 5/5/2023. However, the quote I got from the associate with JM Bullion was about $2,100. I feel like I'm being slighted. I also feel like this is an "unfair" business practice. I don't want to hear a bunch of mumbo jumbo from a company about how people are "selling a lot of their silver back" and that's what the problem is. "That issue" is NOT my problem and I feel I fully deserve a full refund! PERIOD! NO EXCUSES!

  Business Response

  Date: 05/12/2023

  Hello,

  Sorry to hear about your experience. I went back and listened to the call. We did offer a return to you. This must have been misunderstood. If you return the item to use then you'd only pay the difference in price since the date of purchase as spelled out in our terms & conditions. This would only be $100-$200 right now. You had requested a "buyback" quote as well which is the one with a significant difference, however this is not necessary as you can simply treat this as a return. If you would like to return it  now  that's it been delivered simply call our hotline and ask to initiate a return. We will happily accommodate this.

  Customer Answer

  Date: 05/12/2023

  I've attached my credit card images. The first one shows what I was initially charged for the exact product that I returned. The second image shows how much I'm left to pay on my card. I sent the company back exactly what I bought and I feel they owe me the difference of $1,011.67. I am on disability and only make $914/month. So, the company needs to step up and give me something, as this is a "major" hardship for me.

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:   I've attached my credit card images. The first one shows what I was initially charged for the exact product that I returned. The second image shows how much I'm left to pay on my card. I sent the company back exactly what I bought and I feel they owe me the difference of $1,011.67. I am on disability and only make $914/month. So, the company needs to step up and give me something, as this is a "major" hardship for me.

  Business Response

  Date: 05/22/2023

  We can offer you a return. The difference is substantially less than $1000. Would you like to return the item? We can arrange for this and quote you the refund amount, which will be much closer to what you paid than a buyback would be.

  Business Response

  Date: 05/22/2023

  To be clear. If you called in today and asked to return you would receive a refund of $3,400.78 on your order. 

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because:  I remain dismayed. The business took too long to get back with me about this resolution. I trusted JM Bullion and am not sure I will ever do business with them ever again. I needed a much quicker resolution, so I felt I had no choice than to proceed with selling the silver back to them, which I already did. This created a $1,000 hardship for me. Again, I remain very dissatisfied.

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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 am the customer for years, i always purchase without a problem. This time around i am selling. I sent in the following 1. 5 gold bars 1 **** oz 2. 5 gold bars 10 grams each 3. 5 gold bars 5 grams each The total came out to 15k and some change. I received the package and shipped the items. 2 days my gold was in (pending review) state. Late afternoon i receive an email stating that there is a price adjustment because the shipment is missing (2 10 GRAMS GOLD BARS total over **** worth) i went insane and as i called them i received an email from one of the top managers there by the name of (***********************) with a horrible language and attitude. I simply asked him to call me to which he replied (nothing will change on the phone) and we had a heated email exchange. I was able to speak with a customer service agent by the name of ************** was more rude and unprofessional than the fore-mentioned and was simply dismissive of the whole issue as if i must accept the new reality and either accept the newly reduced sum or get the gold back MISSING 20 GRAMS of gold. Then i asked to be transferred to a manager who simply hung up and then sent me an email that they will do a (review) then see but (unlikely will anything change) then i called one last time AND ASKED THE COMPANY TO SIMPLY PUT THE CONTENT THEY CLAIM RECEIVED FROM ME THEN COMPARE THE WEIGH AGAINST ***** BILL OF SHIPPING AND SEE WHO IS AT FAULT. That was refused and now i am stuck with either accepting the new reality and lose 20 grams of gold. Please help me work with this unexpected and fraudulent behavior by simply taking the customer gold bars then tell them either to accept the new amount or get your gold (minus the missing bars)

  Business Response

  Date: 04/25/2023

  We have been in constant contact with this customer. We paid the customer for what we received. We're unable to pay for additional items the customer claims were added to the box, as the box arrived undamaged and sealed. The customer also claimed all items were purchased from us. When we looked up the customer order history we found this not to be the case.

• Initial Complaint

  Date:04/10/2023

  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.

  3/14/2023: I placed Order #******* on jmbullion.com for a total of $753.45, which was paid through ACH/debit card. The product (s) purchased were twenty (20) 2023 1 oz American Silver Eagle Coin (BU).My order confirmation states it takes 1-2 business days to process the payment. On March 15th, I received an email stating they have processed my ACH payment and to allow an additional five business days for funds to clear. The business stated my estimated ship date would be 3/22/ 2023.On 3/23/2023 I contacted the business via email to make an inquiry regarding the status of my order. They replied on 3/24/2023 stating, "we are experiencing some delays from our suppliers and we will not have the 2023 1 oz American Silver Eagle Coin (BU) until 3/29/2023 at the latest." In my reply I thanked them and requested to be updated as soon as my order ships. Seven (7) days had passed without any updates from the company. On 3/31/2023 I sent another email inquiry regarding my order status. I did not receive a reply. On 4/5/2023 I contacted the business via telephone. I was told by customer service that, "your order will ship today or tomorrow, at the latest."On 4/06/2023, I called the business again. I was told they did not know why my order has not yet shipped and my order is now placed on "priority" to be shipped out today. On 4/7/2023, I called the business once again. They assured me the would call me back with any updates. I received a call back from customer service telling me, " your order should be shipped to you by Monday, April 10th at the latest...it may be shipped out today (4/7/2023), but it will probably be shipped to you by Monday."This is by far the worst customer service I have ever experienced with any company, online or in person. During this time period I have placed AND received 6 orders from websites (MMX, APMEX). I am trying hard to believe this is not a fraudulent business but the evidence is compelling. I simply want the product I paid for.

  Business Response

  Date: 04/12/2023

  ******,

  I'm very sorry for this delay. We have seen unprecedented volume over the last few weeks and have dropped the ball in some cases. Your order was clearly an example of this. I don't have any excuses to make but we clearly let you down and I'm sorry for that. Here is the tracking number for your shipment: **************************************************************************************. If there is anything we can do to make this right please let me know.

  Customer Answer

  Date: 04/18/2023

  I understand these are busy times that push your shipping capacity to the limit. However, when a first time customer has to call and email repeatedly to ensure their order is carried out, it reduces the likelihood of future business. It is unfortunate the BBB needed to be contacted in order for my package to be delivered nearly a month later. If you value my business in the future, I would expect some sort of compensation for my time and effort in the form of a promotional discount code.