ComplaintsforSD Bullion, Inc.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The dealer is offering "deals" of over 9.00/troy ounce over spot -- not a deal at all. Deceptive marketing practices. Pure exploitation. No other dealer is demanding half of these premiums. Misleading deals and practices.

  

  Business response

  05/21/2024

  Hello ****, 
  
  We hope you are doing well .
  
  We work to provide the lowest pricing for our customers but pricing in this industry is often not an apples-to-apples exercise as there are a variety of factors such as payment methods, transaction fees, shipping fees, spot price deltas and many others  that ultimately impact the price that the end user pays to receive delivered metal.
  
  We're always open to price matching if you happen to find better pricing elsewhere .Give us a call at 1-************ and our team can look into price matching.
  
  The past 3+ years have resulted in widely differing pricing strategies and product availability across the entire industry. There are countless price discrepancies if looked at on a case-by-case basis when comparing various sellers. Ultimately, our prices reflect our long term strategy which is to promote, sell, and safely and securely distribute bullion for best in class value to the end user.
  The success of the company is solely due to customers agreeing in that we're accomplishing that on a consistent basis and we sincerely appreciate your continued support.
  
  Best,
  SD Bullion Customer Service

  Customer response

  05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The company frequently engages in rip-off prices and price gouging.

  Visiting their website at: *********************/ , their moto is "The Lowest Price. Period." While only occasionally that is true, Hero Bullion frequently beats them and after viewing some of their products they are charging many times over spot for some of their bullion. It's quite disgusting. It's false advertising when it comes to common products that are sold across all dealers, much less some of their "specialty" items.

  The reply is patently false when it comes to apples for apples across dealers.

  Maybe the CEO, ***** **** should be responding so it can be properly addressed and so that an real integrity check can be done.

  
  Sincerely,
  
  **** *****

  

  Business response

  05/27/2024

  Hello ****, 
  
  We strive to provide the lowest prices and the best service possible.
  
  We're always open to price matching if you happen to find better pricing elsewhere.
  
  Give us a call at 1-************ and our team can look into price matching.
  
  Best,
  SD Bullion Customer Service
  

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Complaint stands. Their motto is "The lowest price. Period."

  The company only offers price matching, despite its other practices complained prior.

  Sincerely,
  
  **** *****

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This was the third order I placed with them via check. No problems on the first two orders. I ordered about 4/19/24 and sent a check 4/22/24. Today I received a bill for $50+ dollars for a "cancelled order." I did not cancel and I phoned the company who said they did not receive my payment. They said they sent follow up emails and left voicemails. Not true. None of my logs show emails either in inbox or junk. No voicemails were received, also on a log. They said the burden is on me to track my order. I am now being penalized for being patient. They would not restore the order or waive the fee. No chance they will get a payment from me. I will find a more customer friendly business. I have made ****** in past purchases. Be wary with SD Bullion.

  

  Business response

  05/21/2024

  Hello *****,
  

  We understand your frustration and want to assure you that we take your concerns seriously.  We carefully reviewed your order ********  placed back in 4/19/2024 . 
  
  Unfortunately we never received your payment.  And as our website shows there is a timeframe to send the payment based on your payment method. 
  
  Personal check payments need to be postmarked within 72 business hours and received within 7 business days after your order is placed. 
  
  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.
  
  Best,
  SD Bullion Customer Service

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 2 gold coins from SDbullion and elected wire transfer. They sent me instructions that I followed to the letter. I have wire transfers set up for my rent payments monthly and have no issues. SD bullion does not accept the bill pay service from my bank so my bank sent a check with instructions for how they can accept money from my bank. Turns out the address SD bullion uses isnt accurate so my check and the instructions are sitting God knows where.SD bullion threatens me with non payment though I did my due diligence. I called them to get it sorted but they refuse to cancel the order and stop the check payment without charging ME A FEE! Ha ha I was planning to order a coin per month from this point from them but will never do business with these guys again.

  

  Business response

  05/06/2024

  Hello ****,
  
  We understand your frustration and want to assure you that we take your concerns seriously.  We carefully reviewed your case and determined that we must honor our Cancelations Policy which states any locked in trade that is canceled on the customer's end will be subject to market loss, 5% cancellation fee, and any collection expenses incurred by SD Bullion.
  
  In your case we understand that the bank wire didn't go through, and so your bank sent a check, but unfortunately your bank sent it to a wrong address. The address we provided was for Bank Wire payments and in no way was it stated that it worked for Checks as well - we want to be clear that we didn't provide a wrong address. We did offer giving you the correct address to send your check, or even helping you set up the echeck  payment, but your decision was  to cancel the order.  
  
  From our end the order has been canceled and all fees cleared. If you ever want to do another transaction, please give us a call so we make sure all the details are addressed. If you want  to reach us you can do so 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.
  
  Kind regards,
  
  SD Bullion ****************

  Customer response

  05/07/2024

   
  Complaint: 21639692
  
  I am rejecting this response because:  The wire transfer sent was declined because SD Bullion's end.  This was not my fault and I was bullied into paying a cancellation fee through NO fault of my own.
  
  SD Bullion will never earn my business again and all of the gold bugs I know will be getting an earful.  I will work with honest gold and silver companies that I am pleased to spend my hard earned dollars with.
  
  Your pathetic actions and lack of integrity will be shown.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed and paid for an order 3 weeks ago ( 10 oz royal Mint UNA silver bars x2 ) never got any response beyond payment received - called to check on the items - was told that they do not have it in stock ( it was in stock when I paced the Order ) and it will be another 3 weeks ! When I was offered to switch to another 10 oz silver bars they placed me on hold several times to check if it can be switched I asked for another type of limited edition bar ( it actually retails for less then my original order on many websites and they refused and only allowed a Lowered price at to be ordered although I was told several times that I can pick what I wanted expect for certain ones and even after that the list kept growing every time I picked another type ! Rude unethical business !!! Never buying again and will file legal case if no bars are delivered by next week

  

  Business response

  05/07/2024

  Hello *******,
  

  We understand your frustration and want to assure you that we take your concerns seriously.
  
  We want apologize for any inconvenience this caused you . Unfortunately there is an unexpected delay from the Royal Mint and we keep working on this .
  
  After checking your order ******** it shows you received the (2) 10 oz Pamp Suisse Silver Bars .
  
  Once again , we appreciate your patience and trust .

  
  Kind regards,
  SD Bullion Customer Service

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i went to sdbullion website to order silver. I was quoted a price of $27.42 per 1oz bar of silver and I placed my credit card number in and clicked submit before the 5min they give you was up. it gave me an error and said to submit again. i did and only AFTER placing the order a screen pops up showing me a new higher price and on top of that the order arrived one bar short! the manager calls and doesnt even ask what i need but assumes i want a 4 percent discount. (she left this on voicemail on my iphone) i dont want no 4 percent I want what I was quoted for! and my missing 1oz bar please! box was packed with a fedex bubbly envelope around it and really tapped up.

  Customer response

  03/25/2024

  I found the extra bar but I want the difference in pricing. 

  

  Business response

  03/25/2024

  Hello ******,

  We are happy to hear you found the missing bar.

  As previously mentioned, we have reviewed your order, and the price changed because you chose to pay with a payment method that does not qualify for the 4% cash discount. The price updates from the cash discount price when a credit card is selected as the payment method.

  This payment structure is identical to all bullion dealers in the precious metals industry and is not specific to our company. We offer a cash discount price because the cost to process a credit transaction is often as much as the profit would be.

  The credit, debit and PayPal pricing is advertised on every product page in the pricing grid while browsing. This is also visible when selecting the payment method on the order review page before placing the order.

  Kind regards,

  SD Bullion Customer Service

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for 100 1oz silver bars. I received the package and counted the bars. 1 bar was missing. I took a photo and submitted a complaint. They said the video shows it being packaged. I recieved no video showing uninterupted valut to postal servixe. Based on numerous complaints it appears this is a common business practice. I am in communication with thw DA and ebcourage others to file conplaints for a class action case. This is illegal business practices and its clesr there is a pattern. I have total qccountability of the oackaging and contents. The packaging they use is cheap plastic that breaks easy. Either it dropped pre packaging or the conpany is stealing but they are 100% no reliavle for delivery of oaid items. This is a crime.

  

  Business response

  03/08/2024

  Hello ****,

  I want to extend my sincerest apologies for any frustration you recently experienced. I want to clarify that your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly.

  As previously mentioned, we have reviewed the footage of the order being packaged and can assure you that all 100 silver 1 oz bars were accounted for. With this, it is very common for items to get lost among the packaging materials when being opened. We have had instances in the past where we have been contacted by customers claiming to have not received their product, just for them to find it soon thereafter discarded with the packaging material.

  I want to emphasize that by asking you if you had checked the packaging material, or if the package had arrived opened, we were not trying to offend you in any way. We have no intention of misleading you or taking advantage of you. We were just trying to get a full understanding of the situation before proceeding with a resolution.

  Overall I completely understand your frustration and I want to assure you that we take your concerns seriously. Furthermore, we would be happy to ship you a replacement 1 oz silver bar to resolve the matter.

  If you have any additional concerns, please do not hesitate to reach out.

  Kind regards

  Customer response

  03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have askwd for the order to be fullfilled anf to fate I have not recvd the 1 oz bar.   I infiormed the conoaby already that it was not in the packaging as I still have it.   I also never recvd the video unibterupted from oaxkaging to third party shipper.   The package needs to be uninterupted in orde to maintain integrity.  There is clesrly a history of this malicious behavior.

  Im arill wsiting for my order to ve fullfillwd.

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

  

  Business response

  03/13/2024

  Hello ****,
   
  Your replacement bar is shipping soon. I have listed the tracking information below for the package. 
   
  Order#********
  Tracking Number: ************
  Carrier: FedEx
  Info: ****************************************************************************************

  
  If you have any additional questions or anything else we can assist you with, please do not hesitate to call our team at 1-************. 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.
  
  Kind regards,

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed 2 orders with this company on or about 1/15/24. after having not heard from them I called. I was informed that they never received my order and claimed that their website had been hacked and was not responsible for any monetary loses

  

  Business response

  03/07/2024

  Hello *******,

  Thank you for taking the time to leave us a review.

  We understand how important this is for you. After checking our system, unfortunately, there are no records of any order with your name or email address.

  We reviewed the emails you forwarded to us, but they are not legitimate. Unfortunately, the orders were made from a fraudulent website. These are circumstances that are beyond our control and we disapprove, hoping they don't repeat in the future.

  Some details that can help you identify the legitimate SD Bullion website are:
  Our only website is *********************/
  Our email is *******************, not "**********************" or "*****************************."
  We are a company located in the United States, and the domain language is English. We don't send emails in a different language (Chinese).

  
  To reinforce the security and safety of our customers, we have our Customer Service line available at 1-************. Please do not hesitate to call anytime you need assistance. We are available from 8 a.m. to 8 p.m. EST Monday through Thursday and from 8 a.m. to 6 p.m. EST on Friday. You can also reach us via our main email at *******************.

  Thank you for bringing this situation forward and hope you find resolution with the responsible party.

  Sincerely,

  SD Bullion

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  SD Bullion makes no mention of a requirement to send them my identification until AFTER I wired them $6235.71 I have no idea if the request is a phishing scam or not, and even if it isn't, I don't like being forced to give up my legal documents (Driver License in this case), as there are risks to letting random companies keep these documents as files in their databases. Now that SD Bullion has my money, this practice shows they believe that they can take your money and then demand anything they want from you, because there's nothing else you can really do. I wired money to a different bullion company today (*****) and they've already shipped the product without any need to demand my personal documents, so I'm very worried right now that SD Bullion is doing something shady.

  

  Business response

  02/12/2024

  Hello *******,
  
  We understand your concern .
  
  When orders are submitted , details are sent to our Fraud Verification System to determine the legitimacy of a transaction this is for your security and our security .  
  
  All the information that is sent to this department is completely confidential and secured . 
  
  After checking your information the payment has been cleared.
  
  If you still have any questions about this process or why this was requested , please give us a call at 1-************. 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
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  [BBB Transcription via **** AG]

  Constituent ordered a maple leaf and silver rounds. There was no gold in the package. When he called
  they said there's nothing they can do and hung up.

  

  Business response

  02/12/2024

  Dear ********************,

  I trust this message finds you well. We received the consumer complaint document that your agency sent us on February 9th 2024.The procedure regarding your case has been as follows:

  When you approached us with this request, you did so on January 19th, 2024. Your order was placed on August 11th, 2023, with reference order number #******** and under the name of ***************************** which doesn't match with the name *************************. This order included:

  1 Gold Maple Leaf
  200 Silver Buffalo Rounds

  We informed you that SD Bullion had to initiate a formal investigation. After reviewing the video footage of our shipping facility, we confirmed that all the items you ordered were included. To proceed, we requested pictures to identify if the package had been tampered with during transit or any proof that the Gold Maple Leaf was not received or that the rounds were 'fake'. Unfortunately, you did not provide such pictures, and we were unable to continue the investigation further.

  Following a comprehensive review of the case, taking into account the delay in reporting this complaint in contrast to the date the order was placed and the lack of cooperation by not providing pictures or any evidence that could support his claims, we have no choice but to close the case. We have communicated that we will no longer pursue this matter.

  Kind regards,

  SD Bullion **************** Team.

  Customer response

  02/22/2024

   
  Complaint: 21264976
  
  I am rejecting this response because: Note the paper was to make sure it was the correct weight.  No, the package was not tampered with it was an inside fraud.  Ya, SD Bullion are liars and thieves.  See cartoon I drew.  I am ********************************  As my pen name.  I was in ********** from Aug. 2023 thru Jan. 18, 2024. I called SD Bullion within 20 min. of opening the package.  Did not pour out the steel washers till 9:30 pm.  I had a legal name and gender change and SD Bullion has bigots working for them as well.
  
  Sincerely,
  
  *************************

  

  Business response

  02/28/2024

  Dear ********************,

  We received the consumer complaint document that your agency sent us on February 9th 2024 and and promptly responded to the concerns raised. According to our records, your order was successfully delivered on August 25, 2023, at 10:49 AM, as evidenced by the attached confirmation, duly signed by M. ****. It's important to note that the provided mailing address functions as a depository for numerous daily deliveries.
  
  Your initial interaction with SD Bullion occurred on January 18th, 2024, and, based on your account during our phone conversation, the package in question remained unattended for 147 days, almost five months. SD Bullion adheres to a clear policy regarding the timeframe within which such issues must be brought to our attention. Consequently, we will not accept responsibility for the alleged situation.
  
  During our initial conversations, we requested photographic evidence. We made these requests on January 19th, both via phone and email. Unfortunately, we did not receive a response from you at that time and thus the investigation was closed.
  
  We do regret this situation has happened to you, however SD Bullion assumes no responsibility or liability.  We understand your frustration.  Again,  in accordance with our terms and conditions(agreed to at the time you placed the order), this situation falls outside our scope of responsibilities.
  
  Regards,
  
  SD Bullion Customer Service

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  01/15/2024 $215.00. I find it very upsetting that my money is pulled from my checking account and nothing happens with my order. I know that when I do business with any box store as soon as I give the business money I get product. If they are not going to ship the product, they shouldn't take my money. I just want my product plan and simple. If you can't deliver, you shouldn't be trying to sell it.

  

  Business response

  01/23/2024

  Hello ********************,

  Thank you for taking the time to leave us a review. I apologize if there was any confusion regarding our turnaround.
  Please take into consideration there are different internal processing times for the diverse payment methods. The payment processing time frame for Electronic check is 3-5 business days.
  After the above time frame for our accounting team to fully process the payment, the order is released to the shipping queue. The current shipping queue time is expected to be 1-3 business days from payment fully processed by our accounting team.
  Please notice ***** Expedited or **** Priority is once shipped.
  In sum, first the payment has to be processed and that time depends on each method. Then, the order is released to the shipping queue. Finally, delivery depends on the shipping method selected.
  If you would like more updates on your order please contact us at ************** to place orders. 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

*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. ↩