ComplaintsforUnited States Gold Bureau

• Initial Complaint

  10/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was sold a gold fifty dollar coin with a minimum $5000 value (purchased for $5300)A year ago. Todays market is significantly higher and the value on my purchase is $3200. I was purposely mislead. I trusted a dishonest company

  

  Business response

  10/22/2024

  Dear ************************** you for the opportunity to discuss your concerns regarding our buyback and consignment program. We value your feedback and appreciate the chance to clarify the long-term benefits of the Consignment Program.
  
  At the United States Gold Bureau, our consignment program is specifically designed to assist clients in selling their investment grade coins. To participate, these coins must be held for a minimum of five years from the date of purchase. This policy allows clients to benefit from the long term growth potential of their investments before entering the consignment process.
  
  The pricing for your portfolio is based on our current market ask price, minus an 18% fee. This fee encompasses all marketing,transactional, shipping, and insurance costs associated with selling your items to new buyers. Our goal is to ensure that you can sell your assets at the optimal time for the best possible return.
  
  We are committed to providing exceptional service and maintaining transparent communication regarding the sale, purchase, and consignment of precious metals.Should you have any further questions or require assistance, please do not hesitate to reach out to us at **************.
  
  Thank you once again for your engagement.
  
  Best regards,
  U.S. Gold Bureau Team 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started buying from this company a few years back they assign you a *** that is suppose to help you through the buying process each time however the ***s do not provide good customer service. In July of this year I had a few purchases I wanted to make I was suppose to get assistance and never did. I have even spoke with managers and higher customer service ***s and still never got the proper customer services

  

  Business response

  10/16/2024

  Hi *******,
  
  Thank you for taking the time to share your feedback. We understand how important it is to receive timely and effective assistance, especially when making significant purchases. Your comments regarding the lack of support from your assigned representative and the follow-up with management are concerning to us.
  
  If you are open to it, we would like to discuss your experience further and work towards a resolution. Please feel free to reach out to us directly at **************.
  
  Warm Regards,
  U.S. Gold Bureau

• Initial Complaint

  08/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was scammed by this company. Placed an order, money was taken directly out of my bank account. Item was supposed to ship 8/16. Item never shipped out. One person continues to answer the phone, tell me it will ship eventually, and refuses to let me speak to anyone else. Will not refund or cancel purchase, states they do not know of the item will ever ship. Reported Im sorry you lost your money and hung up

  

  Business response

  08/29/2024

  Hello *****,
  
  It was a pleasure speaking with you over the phone. Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you have faced regarding your order. Your feedback is incredibly important to us, and we take these matters very seriously.
  
  We understand how crucial it is for our customers to receive their orders promptly and to have clear communication throughout the process.As we discussed, your package was sent overnight via ****** and the tracking information confirms it was delivered on August 22, 2024, at 8:52 AM.
  
  Additionally, we have reviewed the calls and will use them for training purposes to ensure that similar issues do not occur in the future.
  
  Thank you for bringing this to our attention, and we hope to regain your trust moving forward.
  
  Best Regards,
  U.S. Gold Bureau Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called USGB to receive a value on a 2010 America the Beautiful set ***69 in order to sell the set. I purchased this set from them on 8-15-11. I spoke to ********************* in February and he was to find out and let me know. I also sent an email on 2-18-24 to him for the information.It appears that they are more than happy to accommodate you if youre buying from them but not selling back to them. Even though they advertise they have a guaranteed buy back. Very much false advertising. I have had issues in the past with this company when they cashed out collector coins I had in an *** and sent me a check when I only wanted to find out their value. Plus they only paid spot price instead of collector values. A loss of $20,000 on coins I purchased for $50,000 many years before.

  

  Business response

  08/23/2024

  Dear Ms. ******,
  
  Thank you for taking the time to speak with us and share your feedback.  We understand how disappointing it can be when expectations are not met, and we sincerely apologize for the experience you had with our Buy Back Program.
  
  At U.S. Gold Bureau, we are committed to providing exceptional service and upholding our values of honesty and respect. To address your concerns, we are processing a full refund for the 2010 America The Beautiful SET MS69 that you purchased. You will find a pre-paid shipping label in your email. Once we receive and verify the product, we will promptly apply the refund to your account.
  
  We appreciate your understanding and patience as we work to resolve this matter.
  
  Best regards,
  
  U.S. Gold Bureau Team 

  Customer response

  08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the USGB in reference to complaint ID ********, and have accepted their offer. Only due to the fact that I was pressured/ advised to buy these coins in 2011. Now in 2024, 13 years later, their value is approximately $1,500 as per Chat AI. USGD representative told me too, that they were not worth what I paid. I accepted their offer of $4,400, the amount I paid in 2011. 
  I was also asked to consider removing my post with the BBB when I accepted their offer to pay me back for what I paid.
  I will not withdraw my complaint due to losing $20,000 on a $50,000 purchase in my **** also purchased in 2011. In 2019, I requested information on their value before selling back, and USGB cashed them out at spot price (instead of collector value), when I only requested information on their value and not to be cashed out. A loss of $20,000. 

  Please be aware of high pressure sales and unscrupulous buy back practices. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 1oz Gold Perth Lunar Dragon Bar (In Sealed Assay) on July 12th 2024. I paid the amount $2,512.64. Link to the product - ********************************************************************************************** I have been buying from US gold bureau for the past 10 years but never got it checked. The product is listed as ****** purity of Gold. This time I randomly took the coin to a jewelry store and got it checked using a XRF machine. I found out it was not ****** purity gold but rather it had only ***** purity of gold. In addition, it had other elements like platinum 1.22, Paladium *****, Rhodium *****, Ru *****, cadmium *****.This is complete fraud, ****** purity means 24 karat gold. Based on the above findings, it is not 24 karat gold or *****% pure gold. When i contacted US gold bureau, they blamed it on the machine. I asked them to share a video using their own machine to prove the purity of gold. They have disappeared since then. They did not offer me a refund but rather asked me to exchange it for another coin. I followed up with them and they have not responded at all. I have not checked all other gold coins and bars that i purchased from US gold bureau. I have purchased around 250 gms of gold from them over a period of time. Looks like they are indulged in big time fraud. They are cheating people in the name of 24 karat gold but they are selling impure gold or 22 karat gold. There is no mention of other metal elements in any of their web pages. US Gold bureau is misleading and deceiving customers and action is needed to prevent this fraud.I would like BBB to do a thorough investigation and hold them accountable. I would like complete refund for the product i have purchased.

  

  Business response

  08/15/2024

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

  
  We hope this message finds you well. Thank you for your patience and for bringing your concerns to our attention through the Better Business Bureau regarding the 1oz Gold Perth Lunar Dragon Bar purchased from the United States Gold Bureau.
  Firstly, please accept our apologies for the delay in our response to your follow-up inquiry. We attempted to contact you by phone without success, and we regret any inconvenience this may have caused.

  
  At the United States Gold Bureau, we uphold the highest standards of quality and purity for the metals we offer. Our commitment to these standards is unwavering, and we employ rigorous testing and validation processes to ensure all products meet these criteria. This includes detailed inspections and testing using the industry-respected Olympus Vanta L-Series Model VLW X-ray Fluorescence machine.
  

  Upon receiving your complaint, our Chief Operating Officer has directed our team to conduct a re-examination of all Perth bars in our inventory. This is to ensure all items conform to the expected quality standards.
  

  To thoroughly address your specific concern, we kindly request the return of the product for a comprehensive review. We will provide a prepaid shipping label for you to send the bar back to us. Upon its return, it will be placed in a secure quarantine area and retested under strict protocols to ensure accuracy. Additionally, we are collaborating with Perth Mint, the manufacturer, to investigate and resolve the issue comprehensively.
  

  Regarding the test discrepancies, please note:
  1. Our equipment is regularly calibrated to maintain the highest testing accuracy.
  2. External factors, such as packaging materials, can sometimes affect test results. We handle such discrepancies with utmost caution and recommend bar removal from packaging only when absolutely necessary to test the metals directly.

  
  To resolve this issue to your satisfaction, we offer the following options once we receive the returned bar:
  1. Replacement with another bar of the same or different brand, as per your preference, within the 1oz gold bar category.
  2. A full refund for the purchase.

  We aim to resolve this matter promptly and to your complete satisfaction. Please let us know your preferred course of action or if there are any other ways, we can assist you further.

  
  Thank you again for your cooperation and for allowing us the opportunity to address this matter.

  
  Sincerely,

  U.S. Gold Bureau Team

  **************, Option 2

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted an order (Order # **********) on July 26, 2024. I was sent an email that the order was on hold pending further information on July 29th saying that without further information my order would be cancelled in three business days (which was August 1, 2024). I called on July 30 and couldn't get in touch with them. I called at 11:07 (AM) on July 31 and talked to a customer service representative. I provided the appropriate information. Then today, August 2, 2024 I received an email saying my order was cancelled, but I could reorder at a higher price. This company is a bunch of lying thieves and untrustworthy crooks. No one should purchase from this business.

  

  Business response

  08/06/2024

  Hello ******, 

  
  Thank you for bringing this matter to our attention. We value your feedback and are committed to addressing any concerns you may have. We would like to discuss this situation further with you to better understand your experience and work towards a resolution. If we have not connected yet, please feel free to reach out to us at **************, Option 2.We appreciate your communication and look forward to the opportunity to address your feedback.
  
  
  Best regards,
  U.S. Gold Bureau Team

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They misrepresent the value of items sold and how easy the resell is. I cancelled the transaction under virginia code 59.1-21.3 by notifying them via email within 3 days of the sale.

  

  Business response

  05/08/2024

  Dear ************,
  
  The U.S. Gold Bureau is committed to ensuring trust and integrity in the acquisition of precious metals. Our goal is to surpass our customers' expectations by providing essential information on Bullion and Modern Certified Coins to aid them in making well-informed decisions. We make every effort to clearly communicate our sales terms. According to our Terms & Conditions, buyers can return Modern Certified Coins within 30 days for a refund. In this case, the buyer canceled the order before shipment, well within the allowed grace ******* The order has been successfully canceled, and a refund was issued on April 30th, 2024.
  
  
  Sincerely,
  US Gold Bureau Team
  **************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received advertisement from this company spot price I purchase one once bars using ACH payment which discovered that this company is not a safety banking credential the advertise and pictures showing the website all the major popular brand and they are misleading the consumers sending them on unpopular damage product not a credible quality of the metal knowingly for their benefit from the customers the company misleading product and services dishonest company and they promised me replace it spoke with *********** over the time everyday he promised me today tomorrow today tomorrow takes 2 weeks to figure out and now they saying that all we can replace it with the same maker but he promised me to send me PAMP Suisse Fortuna Bar technically he just lied to me all the time that's unacceptable I will just complain to Better Business Bureau right now that they are misleading false advertisement by-product

  

  Business response

  04/12/2024

  Dear ****************, 

   

  United States Gold Bureau (USGB) values feedback from our customers.   This allows us to better understand the customers experience, and often illuminates for us ways we can improve upon or product and customer experience.  We welcome feedback and are committed to listening to feedback and responding appropriately.
  
  This first-time United States Gold Bureau buyer was presented a Special offer to acquire a 1oz Gold Bullion Bar at spot price.  This buyer claimed the Specialoffer and made a purchase on our secure website.  USGB allows our buyers to pay using a credit card, ACH/electronic check, or bank wire.   He placed this order unassisted, by a representative of USGB, on our secure e-commerce platform whereby he selected the items to purchase and entered in his payment information himself. This buyer chose to pay with an ACH.  
  
  The Product ordered was one x 1 oz Gold Bar Promotional Item:
  
  *******************************************************************************
  
  The description of this item on the website product page is as follows:
  Hallmark varies based on availability. We cannot guarantee specific Hallmarks. (Some not pictured)*
  1 **** ounce of .999+ fine gold
  Obverse Reverse vary depending on Hallmark.
  Bars come sealed in or are accompanied with corresponding assay card listing the weight and authentication of the bar by the assayer
  The 1 oz gold bar you will receive will be our choosing, based on the availability we have at the time of the order.
  
  **Hallmark (The name brand) varies based on availability. We cannot guarantee specific Hallmarks. (Some not pictured). Offer is valid on the first order only and cannot be transferred. Limit one per household. Cannot be combined with any other offers or coupons. Offer valid for individuals only,dealers are not eligible. Qualification is not guaranteed and will be wholly determined by our firm. Orders that do not qualify will be subject to cancellation.
  
  Bullion value is based solely on the weight and purity of the gold.  Market price follows the spot price as traded on the Commodities Exchange.
  
  This order was filled with a Asahi ************** 1-ounce **** gold bullion bar id number #######, enclosed in a protective plastic cover.
  Buyer was initially remorseful and really wanted a 1 oz gold Pamp Suisse Fortuna Bar.  All sales are final on bullion, and we are unable to accept a return of this product.
  
  ****** complaint went from him not liking the hallmark we sent him to that it had been damaged and wanted it swapped out.  
  After several requests for him to send us photos of the damaged product,  this buyer,days later  sent photos of this product with 4 uniform vertical scratches on the protective plastic cover. 
  
  Buyer never complained specifically about our payment system, and yet he made a comment generalizing that ACH has fewer consumer protections than a credit card order. 
  
  USGB made an exception and offered to swap the bar we sent him out with the same bar without scratches to the plastic package.  ***** declined the offer insisting we give him a Pamp Suisse Bar.  In the end he declined to allow us to replace his bar.
  
  Sincerely,
  US Gold Bureau Team

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a palladium coin.The purpose was to hold the coin for a year and sell it.This didnt seem to be a problem when I purchased the coin but when it came time to sell it they told me they dont buy these coins back.I would have never purchased this if that as the case.

  

  Business response

  03/01/2024

  Hello ***, 
  
  Thank you for reaching out to us regarding this matter. We are attempting to reach out to you to discuss this situation with you. If you have not yet spoken with us, please contact us toll free at **************, Option 2. We look forward to hearing from you!
  
  Best regards,
  US Gold Bureau Team

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Constant phone spam by ** Gold Bureau with different numbers each time. Completely unprofessional and intrusive. They call from different numbers each time and I cant be blocking every time they call from a new number.

  

  Business response

  02/01/2024

  Dear Mr. *******

  
  Trust this note finds you well.  

  
  We've officially added you to our Do Not Call registry, and you should receive no further calls from our office.
  Please feel free to contact our *************************** at **************, Option 2, should you need anything additional.

  
  Best regards,
  US Gold Bureau
  

*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. ↩