Review Time
Extremely disappointed with my experience selling to Kitco. They outright lie!
We completed a transaction on January 21, 2026, sending silver coins to Kitco. According to UPS tracking, our package was delivered to their facility more than three weeks ago. Since then, they have had possession of our metals while withholding payment.
Communication has been very poor. We have called multiple times and were repeatedly told our wire transfer would be sent “any day.” On February 11, we spoke with a representative who assured us the funds would be wired within 24–48 hours and no later than February 13. We were also told we would receive a credit and the wire fee waived due to the delay.
None of that happened.
Instead, on February 18, we received an automated email from Kitco claiming they were still “awaiting shipment,” despite having our metals for weeks. That level of internal miscommunication is alarming for a company handling high-value transactions.
At this point, our funds have been withheld for nearly a month after delivery, with multiple broken promises and inconsistent information from customer service.
We entered this transaction in good faith and expected professionalism from a company of Kitco’s reputation. Unfortunately, this experience has been the opposite.
I hope this situation is resolved quickly, but based on our experience so far, I would advise others to proceed with caution.
I have faced several issues with the service. *The response time for sending funds after a sale has been very slow. My coins were received late last year, and as of January 15th, 2026, payment has still not been sent. *I was promised a call regarding my shipment within 48 hours, but after 76 hours, I have yet to receive a call. If given another opportunity, I would choose not to engage with this service.
I was eager to try the service due to my interest in their media content about gold and silver, but as a customer, I will not be returning. Orders take an excessively long time, and there is no free shipping for larger purchases. If you need to reach out to customer support regarding your order, be prepared for a frustrating authentication process just to check the status. I attempted to order two collector coins, and my account still shows them as 'booked' after weeks. These are small orders, and while I understand there are shortages during busy times, I expected timely delivery for collector items. There was no prior notice regarding these significant delays. The service seems to have ample resources for daily advertisements to attract new customers but lacks the ability to fulfill existing orders promptly. Unlike other sellers, I haven't received any courtesy email about delays, just silence and no coins.
Carlos, the Kitco representative, was very helpful in describing the procedure and options for submitting items for sale and worked with me as I filled out the online instructions. I appreciate working with a company that has proven methods and patient, courteous customer service representatives.
Updating below review. Sebastian was able to provide a prompt response to my below concern, and was able to be there every step of the way as I shipped my Metals. Looking forward to doing continued buying and selling with Kitco. I tried to sell to Kitco, they assured me that I would receive shipping labels within the next 24-48 hours. It has been a week and still no shipping labels. I have spoke to 3 reps and they all say the same thing, that they are very busy and hopefully it comes to your email. "You should receive it today". Well just be honest and say it could take weeks until you receive shipping labels. Don't make promises you can't keep.
I bought some gold and silver bars from KITCO in1999 as a hedge against Y2K. The orders were processed and delivered without any problems although I thought the delivery could have been a bit faster. Around 2018 I shipped 10 silver ounces back to KITCO from outside Canada to be put into a pool account. KITCO let me know that Canada customs was taxing the silver so instead of the 10 ounces going into my pool account they sold it to themselves at the bid price, paid the tax, and I was left with some cash in the pool account. That did not go as planned but lessons were learned.The silver price dropped a bit so I was able to buy back 9 ounces at the asking price. Time passes. Early September 2025 silver is up around $40 so I decide to sell and withdraw my money. With the buy/sell price spread plus transaction charges I estimate a round trip cost about 7 1/2% so the idea of making money by trading in a pool account seems impractical. An ETF would make more sense.I log into my pool account and the system makes me jump through several hoops to make sure it's really me. Fair enough. I'm using my tablet and I'm constantly irked by the tiny font size on my screen. It makes entering data and navigation quite tricky. Placing the sell order and proceeding through the checkout has another step and another step and another step. Finally it looks like I've reached the end of this checkout marathon. It tells me the proceeds of my sale will be available in 48 hours. I still don't understand why it should take so long when everything is being transacted on one system. While I'm waiting for the 48 hours to tick down I scour the KITCO web site looking for the "WITHDRAW FUNDS" icon without success. To be clear, the KITCO web site does not display any means whatsoever for an account holder to withdraw the funds from their account. This is astonishing!So I craft an email to KITCO indicating my intention to withdraw my money, preferably to my PayPal account or to an overseas bank account which bears my name. I soon get an email response indicating that I should contact KITCO customer service by phone to confirm my request. I call them and customer service has me provide my name, account number, year of birth, first pets name, and postal code. All this so that he can tell me my email request is no good and I will have to submit the withdrawal request using a DocuSign form. They send me an email with a link to the DocuSign web site. I complete the form, which is just the same wiring instructions that I put in my original email, and submit it. Form accepted! Hallelujah. Not so fast! I notice that the amount to be transferred was not on the form. Nothing is happening so at about 2.30 on a Friday afternoon, I call kitco customer service again. Customer service has me provide my name, account number, year of birth, first pets name, and postal code. Deja vu! He confirms with me that the DocuSign is in order. Then we agree that the amount of the transfer will be the balance in the account less U.S.$60 for the wire. It's a ripoff but I'm the hostage. Interestingly, although KITCO is perfectly happy to let you send them money by PayPal, they have no facility to send any money to your PayPal account which would be vastly cheaper for the customer! I ask him when I could expect to receive the funds. He says something about 24 business hours and mumbles something I can't understand. Repeating it doesn't help. Time to hang up.Monday morning no money in my account! About 3 p.m. my phone rings. It's customer service guy and he's wanting to confirm something I can't understand what he's saying. WTF! There just seems to be no end to this thing!I have provided my user ID, password, account number, year of birth, pets first name, postal code, telephone number and the full details of a bank account in my own name for the funds to be sent to. I have successfully completed the multi step procedure on their website to sell the silver ounces in my pool account. I have engaged with their customer service reps three times by telephone to reverify and reconfirm my sell order and my request for a withdrawal of funds to an account with my name. I have completed their DocuSign form providing banking details for the funds transfer. This has taken over a week of back and forth communications. And I still have not received any money from KITCO!It is apparent that kitco does not trust its own security systems in which case why should anyone else?
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Millions of precious metal investors trust Kitco as their #1 source for 24-hour precious metal price updates, industry news, and financial market insights. Kitco Metals both buys and sells physical bullion bars and coins made of investment grade precious metals. For decades we have safely sold and delivered millions of ounces of silver, gold, platinum, palladium, and rhodium bullion products to investors in North America and around the globe. We are also an active buyer of physical precious metal bullion products from our very own offices in Canada, Hong Kong, and the United States. For more details please refer to:See more
