Complaints

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:03/21/2025

  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.

  their website stated a special price "would be applied "after checkout"the price was never applied. i IMMEDIATELY contacted them to cancel the order. no monies have been exchanged, however they want me to pay a cancelation fee of an undisclosed amount and are threatening to send me to collections if i refuse to pay it.

  

  Business Response

  Date: 04/01/2025

  Hello **** , 
  
  We hope you are doing well . 
  
  I have reviewed your order ********. However, I can see that the order was indeed canceled because you requested it. I also reviewed the history of our emails, and we have always been clear and transparent about our policies.
  
  In several emails, we invited you to call us for more information, but the only call you made was to cancel the order, during which we informed you about our cancellation policy. It seems that you did not want the product at all, leaving us with no other option but to process the cancellation.
  
  Therefore, the order was canceled, and the cancellation fee was applied.

  Terms and Conditions: ********************************************

  Thanks,

  Customer Service Team 

• Initial Complaint

  Date:03/14/2025

  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 was the victim of a scam, which led me to place am order for $1 million of bullion with SD Bullion Company.. I never paid for the order once I realized this was part of the scam. I never received the bullion, A month later I received notice of cancellation from SD Bullion, saying I owed the a cancellation fee of $33,000., per their terms of service. The scam involved a phony "help desk", purporting to be the help desk of *********. ********* terminated my email service (Outlook) without notice. I called a "help desk" number that I thought was Miicrosoft. The caller claimed I was entitled to a refund from *********, and that they were processing a refund of $100, but made a mistake and sent a payment of $ 1million to my account.I gave the caller access on line to a brokerage account in which ********** was supposedly deposited. Of course, there was no such deposit. However, the caller showed me a picture of my brokerage account with a deposit of $ 1 million. It looked real, but was a phony picture ( irealized later). I thought i was real at that time, Before I caught the scam, the caller on the phony help desk led me to SD Bullion on line, to place an order of $ 1million, According to the caller on the phony help desk, this would re-pay *********. With the scammer on the phone with SD Bullion, , set up an account at ********************** (over the internet) and I placed the order over the phone , r not knowing at the time that this was a scam. I soon realized this was all a scam. I never paid for the order. I never sent payment to SD Bullion. I never heard from SD Bullion or the scammer again, A month later (today) I received a message from SD Bullion saying I owe a cancellation fee of $33,000.

  

  Business Response

  Date: 03/19/2025

  Hello ******, 

  We  hope you are doing well. 

  Our records indicate that Order ********, totaling $671,876.98, was placed under your account. However, payment was never received, leading to the orders cancellation due to non-payment.

  Per our standard procedures, we made multiple follow-up attempts via email and phone to resolve the outstanding balance but did not receive a response. As outlined in our terms and conditions, cancellation fees apply when an order is canceled for non-payment. These policies are in place to ensure fairness and accountability in all transactions: ********************************************

  We do feel sorry Mr. ******** for this situation, the responsibility for verifying transactions and safeguarding personal financial falls on the customer. As a business, we must enforce our policies consistently. We regret this unfortunate circumstance but must adhere to our established terms.

  Best,
  SD Bullion Customer Service

• Initial Complaint

  Date:03/05/2025

  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.

  They changed me a fee for delivery no product. I used their system and they did give me an alternative and scammed me out of 87 dollars when I cancelled

  

  Business Response

  Date: 03/05/2025

  Hello *****, 

  We hope this message finds you well.

  Thank you for reaching out and sharing your situation with us. After carefully reviewing your order ********, we can confirm that prior to its cancellation, our representative contacted you multiple times via email to inform you that the initial payment method you selected was not successfully processed. Our intention was to provide you with alternative payment options to proceed with the payment .

  Additionally, we have a record of a call you had with our customer service team, during which you confirmed that you would not proceed with the payment for your order. Based on this confirmation, the cancellation was processed.

  Furthermore, you were informed of the applicable cancellation fees, which you had previously accepted when placing the order under our Terms of Use. ********************************************

  We hope you can understand our position. Our intention is always to be transparent with our processes and policies. We proceeded based on what you requested.

  Best,
  SD Bullion Customer Service
  

• Initial Complaint

  Date:02/12/2025

  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.

  On or about December 13 I was on your site and reviewing options to purchase. Evidently, though it was not clear at all to me, I entered an order #******** for 10 oz Gold Bar-Design Our Choice. I thought I would get to review the order and the pricing. I did not sign a contract to purchase gold bars and thought I would receive a summary of the cost and get to review the order. I did not. SD's Bullion's site was unclear about ACH vs bank wire orders. They did not offer me an option at checkout to review the order and instead gave him instructions to contact his bank and wire funds. When I asked SD Bullion about the order and sent multiple emails saying that I did not place the order, they continued to reply asking for a cancelation fee. I refuse to pay this due to the ambiguous options on their site check out and the fact I never saw the price or knew I was placing an order. In the last couple days I received another notice from SD for order number ******** stating that the order date was 12.26.24 (not 12.13.24) and that the cancellation date was 12.26.24 and the cancellation fee was $6,471.00 BUT IT WOULD INCREASE 50% TO $9706.50 IF IT WENT TO COLLECTION??? This seems threatening, the facts of the alleged order date do not match the initial correspondence and we cannot get a live person on the phone. This seems like a scam threat and I am unwilling to pay.

  

  Business Response

  Date: 03/05/2025

  Hello *********, 

  We hope you are doing well.

  Reviewing your order ******** and request, I see that the issue related to the cancellation fees has already been resolved. I also see that we have responded to all your emails.

  If you have any further questions, please let us know by emailing us at ********************************* and we will be happy to assist you.

  You may also call us at **************. We are available from 8 a.m.-8 p.m. EST Monday through Thursday and from 8 a.m.-6 p.m. EST on Friday.
  

  We appreciate your understanding.

  Best,
  SD Bullion Customer Service
  

• Initial Complaint

  Date:02/11/2025

  Type:Billing 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 01FEB2025, I placed an order with SD Bullion for $2889.67. On 03FEB2025, SD Bullion notified me that my order #******** was canceled. On 04FEB2025, SD Bullion then withdrew my canceled payment for $2889.67 and stated that they would issue my refund. They have not issued my refund since our last correspondence. The nature of the dispute is for me to get my full refund issued to me. SD Bullion recognized initially that they owed me a refund, but not for reasons unknown they are not and have not issued my full refund for the canceled transaction. Attaching additional dialogue, I've had with SD Bullion confirming they cancelled by order THEN withdrew my money. I did NOT authorize this as the transaction had been initially cancelled by SD Bullion. SD Bullion did NOT issue the refund as they stated they would. SD Bulllion lied and is holding my money despite canceling the transaction. Again, I did NOT authorize this action/withdrawal from my account. I am still waiting on my full refund from the aforementioned cancelled transaction and SD Bullion has initiated no movement to do so. This is fraudulent business practice and I feel that I have been taken advantage of.

• Initial Complaint

  Date:02/07/2025

  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 was going to purchase American Flag bars from this company through wire transfer on Jan 3rd 2025 at 7:45 P.M.. The bank obviously wouldn't allow the process to go through as they weren't a trust source to send the funds. So I messaged them immediately through email on Jan 3rd at 8:01 p.m.. as they were closed. I just received an email stating I owed them a cancellation fee as I never processed my order. So I called them today to explain I messaged them even before they had a chance to process the order and they told me I have to pay a cancellation fee. This is totally ridiculous as I requested a cancellation even before it was looked at or processed. They claimed they sent me a email telling me to call them which was never seen by me or read. Now they are threatening to turn it over to collections. This is crazy the order was not even put together to begin with. It is highway robbery to charge someone because a bank didn't trust the source for a wire transfer. This needs to be wiped from my account or I will take other measures necessary. This definitely isn't a way to run a business. Thanks, *****

  

  Business Response

  Date: 02/13/2025

  Hello *****, 

  We hope you're doing well.

  We reviewed your order ******** .

  The reason you were informed about the fees when you called is because once an order is submitted it becomes a locked trade. Your products are moved out of our inventory and held for you, and we hedge our price based off the market price at the time you submit your order.

  We have cancellation fees because this is a live market business. Cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss. Every customer must agree to these terms prior to submitting their order, whether they place the order online or over the phone with an agent.

  We have this information available at our website: ******************************* (Under Terms of Purchase) 

  Best,

  SD Bullion Customer Service

  Customer Answer

  Date: 02/13/2025

  
  Complaint: 22907866
  
  I am rejecting this response because: In my state we reserve the right to cancel an order. I was never given an address to submit this to so I sent an email due to your company not being opened for a phone call and canceling after business hours. Unless your business runs 24 hrs a day 7 days a week there is no way the product was pulled from the shelf. I have added my states rules on canceling a sale.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/19/2025

  Hello *****,

  We understand your concerns; however, our terms of use are always accessible to our customers. Placing an order requires acceptance of these terms, which you agreed to at the time of order creation.

  Also, please remember that if a payment method is not viable for you, you can switch to another method that works while the order is still active. For example, if a bank wire is not an option because your bank refuses to process it, you can change your payment method without needing to cancel the order.

  The available payment options are: Credit/Debit Card, Cashier's Check, Postal Money Order, Personal Check, or E-Check. 

  Please note that sending an email or making a phone call does not exempt the customer from the applicable cancellation fees. For your reference, I am providing you with our policy information through this message.

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

  Thanks for ******************************* ,

  Best, 

• Initial Complaint

  Date:02/04/2025

  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.

  This an online dealer in precious metals. By their very nature precious metals are expensive. Shipping orders to customers without requiring a signature is a poor business practice.

  

  Business Response

  Date: 02/05/2025

  Hello ******, 

  We hope you are doing well.

  Thank you for taking the time to share your feedback with us.

  You can rest assured all of our orders are fully insured. If you want to be guaranteed a signature, we do offer the ability to add it on for an additional fee of $5 by calling us.

  I reviewed your order with the tracking number ************ and looks like it was delivered today  at 1:46pm . If you experience any issues, please don't hesitate to contact our office at **************.

  We are available from 8 a.m.-8 p.m. EST Monday through Thursday and from 8 a.m.-6 p.m. EST on Friday.

  Best,
  SD Bullion Customer Service
  

  Customer Answer

  Date: 02/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: I was told by your representative that once the package  is delivered to the address on the order,  SD  Bullion's responsibility is ended.  So, you ship thousands of dollars worth of precious metal,  delivery driver puts in in plain sight on front porch... a porch pirate steals the package and the person ordering from your company just suffers the loss?  This does not seem like an acceptable business practice, why not just include signature required delivery and avoid the problem?
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/26/2025

  Hello ******, 
  
  We understand your concern and appreciate your opinion.
  
  Of course, we will accept the feedback and we will share it with our IT department, but so far, everything related to "signature upon delivery" is handled in the manner previously mentioned to you.
  
  You can rest assured all of our orders are fully insured.

  If you want to be guaranteed a signature, we do offer the ability to add it on for an additional fee of $5 by calling us.

  Best,

  SD Bullion Customer Service
  

• Initial Complaint

  Date:01/29/2025

  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 an order on January 7th 2025 for a 100g gold bar from SD Bullion, order #********* I paid by check in the amount of $8714.34, which was received by SD Bullion on January 13th, 2025. The check was processed and cleared my account on January 14th. The order was shipped out via FedEx on 1.17.25 (tracking number ************), and scheduled for delivery on 1.20.25. The order never arrived. I contacted FedEx the following day, and a claim was opened for a stolen/lost item. The item was officially declared missing/lost on Monday 1.27.25 and the case was closed by FedEx. Claim # ********** Reference# *****. The shipment was fully insured PER shipping terms/conditions by SD Bullion. I am being told that even though the item was officially deemed lost by the shipper (I have documentation from FedEx), and insured, that SD Bullion cannot reship the order until they give it "a few weeks" to see if the order magically turns up somewhere, even though FedEx has closed the claim and is no longer actively searching for the high value package. SD Bullion is insured for this loss and will be compensated. I am being told that I cannot receive a refund or do a return, even though the terms and conditions of purchase state that returns/refunds can be given for up to three days AFTER the product is received. What is a reasonable amount of time that they can hold my $8700 and not re-ship or refund? This is completely unacceptable.

  

  Business Response

  Date: 02/05/2025

  Hello *****,

  We hope you are doing well.

  We sincerely regret the situation regarding your package. While the loss of a package in transit is beyond our control, I want to assure you that our investigation team has been diligently working with you and ***** since the claim was initiated to resolve the issue and provide a suitable solution.

  I also see that our claims team has been in regular contact with you, and as of yesterday, they provided you with the tracking number for the new shipment.

  Which makes us happy because this way you will be able to receive your order.

  Once again , thank you for working with us .

  Best,
  SD Bullion Customer Service
  

  Customer Answer

  Date: 02/06/2025

  
  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.
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:01/15/2025

  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.

  I have a issue with a lost package from SD Bullion totaling $654.47. On Nov. 9 I placed a order. The item showed delivered Nov 13. The item in fact was not delivered and a second tracking number was provided showing it was delivered. Again it was not delivered. I spoke with SD Bullion customer service on the issue in which there was some bouncing around and uncertainty on my order and the money that was paid by me so I opened a dispute with my credit card company and SD Bullion said it was delivered. I never recieved my package nor my money back from the credit card company. I called SD Bullion back and now they refuse to talk to me while they have my money and package.

  

  Business Response

  Date: 01/21/2025

  Hello ********, 

  Thank you for reaching out to us. I took the time to review your case; however, I see that we were always willing to assist throughout this process. We opened a case to either recover the package or apply the package insurance coverage. Nevertheless, I see that you were the one who interrupted the process despite us explaining all the instructions and procedures to you. I also see that seven days ago, one of our supervisors (******) sent you an email explaining why the investigation would no longer continue, which demonstrates that we have addressed your concerns. However, this is the reason why we will no longer proceed with the case.

  As mentioned in a recorded call  on January 2nd, our insurance provider requires that an investigation remains open for 30 days from the date a claim is filed. If the package is not recovered within that period, we either issue a replacement or process a refund at our discretion. However, by initiating a chargeback before the investigation was completed, the process was disrupted, and the terms of service were violated.

  Going forward, any further actions regarding this matter will need to be handled directly with your bank.
   
  Thank you for your understanding.

  Best regards,

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: SD Bullion did not in fact explain the process and gave me the run around leaving the feeling that this issue was not going to be resolved which led me to contact the credit card company. The order was made on November 9th 2024 with a tracking number that said it was delivered November 13th which it was not. A second tracking number was provided stating it was delivered December 28th for the same order and again it was not. The lack of Competency and the rudeness acquired from SD Bullion ultimately severed any future business between them and myself. As a railroader with many fellow brothers and sisters in my trade that collect precious metals. This situation will not fall on deaf ears. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/10/2025

  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 ordered a 1/4 ounce krugerand gold coin and they sent me a 2 rand gold coin which is less in weight. Im asking them to reimburse me the difference, but they refuse!

  

  Business Response

  Date: 01/10/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns. Weve been in contact with you over the past few days and are eager to assist you in resolving this matter. To proceed, we kindly request that you provide the requested pictures. These will help us verify the details of the case and ensure we can assist you in the best possible way.
  
  The case remains open in our system, and we are ready to move forward as soon as we receive the necessary images. At your earliest convenience, please reply to our latest email with the pictures so we can promptly address your concerns.
  
  Thank you for your cooperation, and we look forward to assisting you further.
  
  Sincerely,