SD Bullion

A SECURITY RISK! We have been dealing with this company for a few years now, and up until our last two shipments, things have been great. After a shipment went missing a few hours, I let them know about it. Luckily kids took it and the father found it and returned it. The last thing we want our neighbors to know about, is that we have precious metals in our home. I called the next morning to let them know the order had been found. At no time was I informed that by picking Free Shipping, that they ship out FEDEX, and to choose a different shipment method so this would not happen again. Why not? So another shipment is on its way, and it was sent the same way, after what happened last time! They don't care once their merchandise leaves their facility what happens, or that if their stuff gets stolen, it compromises the family making the purchase. This caused us to have to call them today, and besides the security risk, their customer service people are patronizing at best. So a couple words of wisdom. Do not choose Free Shipping if you don't want FEDEX to deliver. We found that out after speaking to an extremely condescending customer care rep. From the first words out of his mouth, you could tell that he had no interest in helping us. He spoke with distain and hostility and was patronizing and demeaning. His rudeness while informing us of what idiots we were, was unbelievable! Guaranteeing their shipment is of little importance once someone in your neighborhood knows you are receiving precious metals. Talk about leaving your home venerable! I can no longer recommend doing business with this company.

SD Bullion's customer service has left a bad taste in my mouth. After placing multiple successful orders with them I placed an order for three ten ounce Heraeus silver bars on September 23 which I never received. FedEx lost the shipment, which is not SD Bullion's fault, however, their handling of the matter has been extremely frustrating and disappointing. After not receiving my package I had to call FedEx repeatedly for several days before being told they had lost the package. I called SD and they refused to reship the package and sent a pdf form of loss I had to download and fill out which I did, still no reship, I have to call again and am sent another pdf to download, print, and find a notary to notarize and send back all within three days. Send it, they receive it, still no reship or word on when they'll reship. I have to call again and am told they will not reship until FedEx does an investigation and insurance claim, no word on when to expect a reship. Two months later on November 17 I call again to ask when to expect my package, I'm told they tried to call me the day before and couldn't get me (I have no message from them and they did not send an email) and I'm told "unfortunately the items you ordered are no longer in stock" and they told me I could pick from their generic SD bullion bars or a Sunshine Mint bars, neither of which I liked or wanted, or they would refund the original price I paid at 19.38 per ounce and I would take the loss of the difference in the current price of 21.22 per ounce. I waited two months for this order, they knew it was not delivered and they did not take replacement bars out of stock to send to me. I feel like these are out of stock now because they are more desirable and moved quicker than the leftover pieces they are now sending me two months later. They did not do the right thing and put replacement bars back to send me, they told me to pick from bars I did not like, refused to upgrade my shipment to three bars I did like.

This company came very highly rated by someone I trust. Sadly, my experience was far from stellar. I can own my naiveite in ordering gold online for the first time, but as this is their business I believe they should have better systems in place for supporting first-time customers. My error: -I had to request an address change once I called customer service to find out why the express delivery I paid for had not yet arrived. I found out on the call that I only paid for it to get to their main shipping site expedited, and that there was no expedited service available from their site to my address. Poor assumption on my part. Perhaps I missed this description on their website, but I did not find it clearly outlined anywhere until I called their customer service number. My request: -Please update your website to have a clear guide of the user experience and what to expect when purchasing with you. Their error: -I requested a change of shipping address and billing address, these were not the same addresses. After being reassured that each one was separate and that my purchase would go to the shipping address, I received confirmation 24 hours later that my purchase had been shipped to my billing address AND to the wrong name. I immediately called them to get the package rerouted and the name updated. -My package somehow miraculously arrived at the correct house - with the wrong name, and the wrong address listed (how it even made it there is amazing, as only the zip code was correct). No ID was checked to make sure it was the correct recipient. No certified paperwork came with my purchase to guarantee its authenticity. My requests: -Please send proper paperwork, or clearly state that you do not provide this. -Please require a signature by the name listed on the shipping address. I am feeling lucky to have received my purchase at all, but still unsure that I even have the authentic products I paid for. I learned a lot through this process and am feeling let down that I had such a poor first time customer experience with them.