ComplaintsforSD Bullion, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Sir/ Madam, I placed an order on SDBullion.com on Friday 8/30/2024. On Saturday afternoon, I tried to reach SD Bullion to change my original order but no one at SD Bullion was available to take calls or online chat, so I placed a second order to replace my first order. Today, 9/3/2024, the Tuesday after Labor Day, I'd like to make a change to the items ordered. Since it was before 8am the day right after the Labor Day long weekend, I assumed SD Bullion was not open, and so I placed a new order to replace the order placed on Labor Day. I then called SD mid morning to tell them about replacing the 2 previous orders. I was shocked when '********' at SD Bullion said I owed them a cancellation fee of $4000+ for the 2 cancelled orders! She then referred to the fine prints in SD's Term of Use regarding cancellation fees, which I did not read before placing the order. I told '********' I did not intend to cancel my original order but to change the order. She said I should have called SD Bullion to change an existing order over the phone instead of placing a new order! Yet I am new to SD, and I wish SD had someone to answer the phone or online chat over the Labor Day long weekend!!! .... In the end, ******** announced she'd drop the cancellation fees from $4000+ to $600 for the 2 orders to be cancelled, and I had until 4pm today to pay the fees to avoid being sent to collection! .... I had only wanted to change my order and not to cancel it! Yes I should have avoided placing an order around the Labor Day long weekend altogether, but I do not deserve such a hefty penalty for doing so!

  

  Business response

  09/10/2024

  Hello *******, 

  Thank you for reaching out to us.

  We  sorry to hear about the difficulties you encountered.  We reviewed your request but when an order is placed with SD Bullion, it becomes a binding agreement with locked-in prices, and trades cannot be modified once confirmed.

  Our cancellation policy, which is agreed to at the time of the order, includes fees to cover operational and market loss costs.

  Cancellation requests must be made via telephone during normal business hours. Please note that SD Bullion was open on Labor Day  and our team was available to assist with any order changes or cancellations.

  Your orders were canceled per your request, but we have noted that you have expressed unwillingness to cover the payment for these orders. As such, the applicable cancellation fees are in line with our standard policy to address the operational and market impacts of the cancellations.

  We appreciate your understanding and hope this clarifies the situation.

  Best,

  SD Bullion Customer Service

  Customer response

  09/15/2024

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

  (1) I have never requested to cancel or close Order #********. This is the order I replaced the previous order with over the Labor Day weekend. In exchange to keep this order open and to avoid cancellation fees, on 9/5/2024, SD Bullion forced me to open a new order (Order #********) and in effect doubled the size of Order #********. According to '*****' and '****' at SD who called me on 9/5/2024, if I did not place the new order(Order #********) , they'd cancel Order #******** and impose cancellation fees. On 9/6/2024 I called SD to close Order #********, the order I was pressured into opening by SD the day before, but not Order #********, which I had tried so hard to keep open!

  (2) I requested to cancel Order #******** without the cancellation fee because it was an order SD forced me to open to keep Order #******** alive and to avoid cancellation fees. Given what happened over the Labor Day weekend, I do not deserve to pay any cancellation fees at all, regardless if I place an additional order with SD or not. SD should not have conditioned their waiving of the cancellation fees of an existing order upon if additional orders were placed with them.

  (3) According to SD's staff ('********'), orders can be modified over the phone. To people new to SD, and to those who did not read the fine prints in SD's Terms of Use before placing an order, SD's website did not give clear instructions as to if/ how an order can be modified.

  (4) SD Bullion was closed on Labor Day weekend, and I was unable to reach anyone at SD by phone or online chat on Saturday or Sunday before the Labor Day. I found this out only by trying to reach SD, as there was no indications on SD's website if it was open or not.

  Given the above, I respectfully request that SD allow me to keep Order #******** open, and waive the cancellation fee on Order #********.

  Sincerely,
  
  ******* **

  

  Business response

  09/17/2024

  Hello *******, 

  We hope you are doing well.

  Here’s our position:

  During a recorded conversation with Aaron, you agreed to our Terms of Use, including cancellation fees. As stated in these terms, cancellation fees apply, including 5% of the order total or $35, whichever is higher, plus any market loss.

  These terms were clearly communicated at the time of your order. Our office was open on Labor Day and we strive to maintain clear communication about our operating hours.

  Due to the terms and conditions you agreed upon placing the orders we have to stick to our company policy.

  Best,

  SD Bullion Customer Service
  

  Customer response

  09/17/2024

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

  (1) What you did not record was how ***** and Aaron ('****') called me multiple times on 9/5/2024 and pressured me into placing a new order (Order #********) in exchange to keep Order #******** from being cancelled, and to avoid cancellation fees.

  (2) On 9/5/2024, Aaron ('****') did not give me ANY time to think before placing the new order, even though I ASKED him for time to think before responding to his request that I place an additional order in exchange to keep my standing order (Order #********) from being cancelled. Aaron ('****') also told me to say yes to the terms he read out over the phone as a formality in order to place the new order, and so I did!

  (3) SD was closed on the weekend before Labor Day and that was when I needed help the most! If you were unable to reach anyone during business hours over the entire weekend, you'd think SD was closed on Labor Day as well, especially before 8AM, when I placed Order #******** to replace the previous order.

  In summary, I have tried very hard all this time to keep Order #******** from being cancelled, and have never ever requested to cancel it ! Nor am I liable for any cancellation fee for closing the new order (Order #********), which SD inappropriately pressured me into placing on 9/5/2024, in exchange for SD not to cancel Order #********. Hence I'd like to reiterate my request that SD allows me to keep Order #******** open, and waive the cancellation fee on Order #********.

  Sincerely,
  
  ******* **

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered from said company on 8/5/24. I used their pay by e check which required me to input the routing and checking number. I input the numbers and get a green check **** acknowledging that the information was correct. So I place order and wait since their policy is we dont ship till that clears. Fast forward to 8/12 get a phone call didnt know who it was send it to voicemail. I listen to it later and it says oh the routing number i provided was wrong/not working. Ok so I call back today 8/13 and was told yeah we had a problem so I asked read back to me the routing number. Was told numbers and said hey so its correct. So needless to say they are trying to resolve the issue and think its me that needs to do it. I said this checking account pays a couple of credit cards capital 1 and citi bank and even a car loan since they use Echeck also. Well the young lady didnt care and since I was looking to cancel the order since I know they wanted to have people use credit cards to get more money they told me I would need to pay a cancellation fee. No I did everything you asked me to do and no I refuse to pay to cancel the order because your bank wont accept the money. So needless to say I sent the screen shot showing how much of a clown show they are because the screen shot confirms what I said was correct. I would like to do more business with them but after this incident forget it. I would rather pay more for items and not deal with the ** of a company whos gotten too big for their britches.

  

  Business response

  08/20/2024

  Hello *******, 

  Thank you for taking the time to inform us about this matter .
  
  Having investigated your order 21917197.  It appears that the routing number used to pay the order doesn't work for E-checks. That is the information reported by the Accounting Department.
  
  When this happens our suggestion is to take in consideration the other payment methods offered. 
  
  Unfortunately  the order went canceled and your account was refunded.

  
  Best,
  SD Bullion Customer Service
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i was on SD bullion website looking at different items for sale and simply browsing like i always do. checking out differnt coins and pricing options and comparing differnt methods of (payments pricing) as you get differnt pricing depending on your form of payment if you decide to make the purchase. i decided that i did not want to purchase anything and closed my page and moved on with life. a few weeks later i received a cancelation bill. after calling and speaking with there rep ximena and trying to explain the issue she was extreamly unhelpful and rude. stating that i did make a purchase and that if i had not made one they would not have my email/billing info. there was reasoning with her and she still demanded the cancelation fee. i never made a purchase nor ever agreed to one, if i had i would have provided my credit card info. they most definitely have some type of scam going as i see that iam not the only one complaining about the same exact thing. WARNING TO ALL!! do not add anything to your cart while browsing there web site or you will be billed for it.

  

  Business response

  08/13/2024

  Hello *******, 

  Thank you for taking the time to bring this matter to our attention.

  Please allow me to apologize for any inconvenience or frustration caused by your recent experience.

  I understand that you were unhappy with the response provided by our customer service representative . However , I want to assure you that our representatives are trained to provide the best possible service to our customers. 

  Having investigated your case, I see we have 2 orders placed the same date with two different grand totals, our system locked in the trade when the customer accept the terms of use and automatically our system generates a confirmation email with the payment instructions. Your products were moved out of the inventory and held for you ,  we hedge our price based off the market price at the time you submit your order. 

  We offered you a deal to pay cancellation fees of both orders , we still have that option available . If you want more information you are welcome to give us a call at 1-800-294-8732. We are available from 8 a.m. -8 p.m. est Monday through Thursday and from 8 a.m.-6p.m.est on Friday .

  Best,

  SD Bullion Customer Service

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order at SDB (>$25,000), which I canceled and immediately emailed the company about it. I then immediately placed a new order for a slightly smaller amount ($24,793). I received a bill from SDB requesting $2148 for the cancellation fee. I emailed them explaining that I placed the second order, but no one ever responded. The company sent me to collections for $3223.17 ("cancellation fee"). I emailed them explaining what had happened, but no one ever responded to my email. I am requesting that this balance be removed from collections.

  

  Business response

  07/05/2024

  *************************,
  
  We appreciate your communication, we've read it and we will take a look into your case. 
  
  We will get in contact with you soon. 

  Regards, 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased silver bars from the company and the silver bars are supposed to be .999 fine silver and they are magnetic.

  

  Business response

  06/14/2024

  Mr. ***********, 

  Our products are true to their description. Silver does have a magnetism effect- silver is 'diamagnetic' to it's most accurate term. It isn't as strong as other metals, but it does have  it. 
  
  Our recommendation for testing is the Sigma metalytics scanner - and  make sure it's well calibrated so that you receive the most accurate result possible. 
  
  Please refer to this video for more information: *******************************************

  Regards, 

   

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I will start by saying that my complaint is very similar if not identical to other complaints that have already been filed on this website. I am new to the silver buying process and wanted to see how the form of payment, taxes, insurance, shipping was all handled. I put something in my shopping cart and went to the checkout to see the procedure. After seeing the methods of payment and methods of shipping, I stopped at that point thinking that I had not entered into any agreement. I never received any confirmation emails or order details of any kind and I thought nothing more of it. About six weeks later, I receive a letter in the mail with a cancellation invoice. This notice had multiple errors. It had a wrong email, not a typo but a completely wrong email. It had an order date of May 2 which was not the date that I visited the website. It had a cancellation date the same day as the order date and the order date was about three weeks after I visited the website. This letter said that I must resolve by May 16, and I received the letter on June 1. They indicated a market loss, when there has been gains since that time. I received this letter on a Saturday and called them Monday morning and explained that I had unknowingly entered into a contract and was not made aware in any form of communication. They said that they called me, but there was no answer and they did not attempt to leave a voicemail. I checked my email and I never received any emails from them. The only evidence I have of this transaction is this cancellation invoice that I received weeks after it is intended to be resolved full of incorrect information. I explain all this over the phone and was basically told that they can’t help me but, “Is there anything else I can help you with?”After reading reviews on this website, I see that I am not the only one that has accidentally entered into a contract unknowingly without any contact from the company, other than a scammy cancellation notice.

  

  Business response

  06/05/2024

  Hello *****,
  
  We hope you are doing well .
  
  We reviewed your case in reference of order ******** placed on 4/11/2024 and got canceled by the system on 5/2/2024
  Submitting an order through the website or by phone requires the customer to agree to our full terms of use, including SD Bullions order cancellation policy. Cancellation fees are an industry standard. Because we operate in a live market, once an order is submitted it becomes a locked trade. The products were 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. Because of this, cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss.
  
  When the system generates an order number means the customer after selecting the items, checking the grand total and verifying the billing and shipping address agree on the Terms of Use. *******************************
  After an order is locked in our system generates and email confirmation with the order number and breakdown of the purchase and send it to the email  the customer left registered .
  
  According our Cancellations Department they have the records of attempting to contact you by email and phone calls on 4/26/2024 and 4/30/2024 before proceeding to cancel the order .
  
  We sincerely appreciate your understanding
  
  Best,
  SD Bullion Customer Service

  Customer response

  06/06/2024

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

  Hello fee collections team I hope you are all doing well,

  I appreciate you posting your policy, however, I don’t think restating the policy is going to solve this problem. Anyone who has browsed the complaints on the BBB probably has your policy memorized word for word by now. I understand that you have a policy. The problem is that I entered into this scheme of a contract without being aware that I did. Had I known I entered this agreement,  I would have resolved it a long time ago. To restate what I have already said, which has not been addressed, you have an incorrect email address. It is not a typo but a faulty address. Why would I give you my correct number and correct mailing address and a fake email. I tried emailing it and it came right back as undeliverable so you knew you didn’t contact me by email. You made two phone calls four days apart and didn’t leave a voicemail. The member of your team I spoke to a few days ago over the phone, even admitted that no attempt was made to leave a voicemail. How ridiculous is that? It is absurd to think that two phone calls with no voicemail and an undelivered email is a reasonable attempt to contact me. I feel like this could have been resolved a long time ago if you made an appropriate attempt to contact me . To help move forward, please send me an explanation of the loss that I caused you in this market that has been increasing ever since I supposedly entered into this agreement. Also, it would help to know what percentage of your companies profits are from fee collections. This information I think will help us move more quickly to a resolution. I hope your team is doing well and I sincerely appreciate your understanding.
  
  Best,
  
  ***** ********

  

  Business response

  06/10/2024

  Hello *****, 

  We hope you are doing well . 

  After an order is locked in our system generates an email confirmation which  is send to the customers information , in this case to the  email  customer left registered .  Right now we completely understand is not the correct email because you are telling us now , but we just followed what the system shows as information left by the customer.
  
   Cancellation fees are an industry standard. Because we operate in a live market, 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. Because of this, cancellation fees are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss.
  
  Best, 
  SD Bullion Customer Service

  Customer response

  06/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Hello fee collections team,

  I hope you are all doing well.

  I know that there are several of you answering complaints, but I don’t feel like anyone is following the entire conversation. You are all getting paid to resolve this conflict. My time is simply being wasted with having to repeat myself. Restating your policy over and over when there is no conflict with your policy will not lead to a resolution. Let me restate again the problem that I have. I unknowingly entered into a contract online. I understand your policy and why you have it please do not repeat it again. My concern is that almost no attempt was made to contact me. I know this is hard for you to understand so I will explain it as simply as I possibly can. You say that an email was generated and sent based on the information that I provided. The email that you have is not a typo but a completely erroneuos e-Mail. Why would I give you my correct name my correct phone number and my correct home address and then make up an email? That doesn’t make sense. Furthermore, I’m not the only one to have this problem with your business  as evidence by previous complaints on this website. This sounds a little scammy to me. Possibly it was an innocent error, but it was an error on your part. Just like the other errors on the cancellation invoice. A wrong order date, misspelled words, and as far as I know a fabricated market loss fee as you won’t provide any proof.  Please do not accuse me of providing you with an incorrect email. When you sent that email, it would have bounced right back as undeliverable. When I called your team I was told that you called me two times but both both times no attempt was made to leave a voicemail.  Calling and not leaving a voicemail is pretty much the same thing as making no attempt. Sending an email that bounces right back and knowing it’s not delivered is pretty much the same thing as making no attempt. So in my mind you made almost no attempt to contact me regarding  the payment you were expecting. My problem is that I entered into a contract without knowing.  I can take some credit for that however, I’m not the only one to have done this so you can understand how it seems kind of like a trap or a scam. Almost no attempt was made to contact me until I received a phony looking letter in the mail. I requested an explanation of the fee you are trying to collect. A market loss during that time is laughable. You surely saw gains during that time. Please respond with an explanation to these things and please do not restate your policy. I have read it over and over and over and over and over again, simply stating the same thing does not lead to a resolution of this conflict. 

  Best,
  
  ***** ********

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to SB Bullion to check out the prices and filled out some information to see what they charge for their fees (shipping, over spot, ect. ) I didnt finalized any payment and simply left. They called me 3 days later and want to extort over $3800 apparently for cancellation fee. I told them there must be a mistake and asked to speak to management. They havent called me back. I spent 15 minute on BBB going though complaints and noticed there are similar complaints to mine. Might me a good class action lawsuit. This is unacceptable stay away from SB Bullion

  

  Business response

  05/22/2024

  Mr. *******
  
  We did have on file an order to your name (find attached), and this order has been canceled as you confirmed you did not want it, not provide payment for it. We see that this complaint was posted before the last conversation you had with our **************** team. 
  
  An order that is placed with SD Bullion is a locked-in trade, and whether you had the intention or not, the order was placed when you clicked 'Place Order'. Please be advised, per our Terms of Use, cancellation fees are due at the time of cancellation of an order. These are calculated as 5% of the order total or $35, whichever is greater, plus any applicable market loss. 
  
  Let us know if you have additional questions. 
  
  Regards, 

  
  
  

• 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,
  
  ***********************

*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. ↩