“Site is really excellent. Easy to find what I wanted. Ordering the coins was also very simple. Just a few clicks. Shipping lasted a bit longer than expected (December) but that was no problem. Package was solide. Received a lot of information about my orders ad shipping so it was easy to track my parcel. Price was surpisingly low/fair. So I have ordered a lot more because I was really satisfied. Several items still on their way. Thanks !!”
“Shipping was fast, the package was well-packaged, and the contents matched the photo on the website exactly. The coin's wrapping was very beautiful. I'm very satisfied.”
“If you really want to know how things went, I can confirm someone at Royal Mint made a deliberate attempt to charge me an additional £161.24. I got an extremely shallow excuse from the Head of your Customer Services Team. The main reason I felt this way, is because the action processed was totally unacceptable and could have easily been unavoided. An IT system cannot just make a random charge to the account of a customer, so this was probably a human who processed the payment as an act of fraud, without doing any due diligence whatsoever.
How many similar transactions were incorrectly processed the same day with a view to trying to both deceive and defraud customers through a deliberate act of theft? If I had not brought this matter to your attention and the financial detriment you have subjected upon me for three weeks, I am confident you would have kept my money and someone within the business thereafter, would have just swept this matter under the carpet, as if nothing had happened.
This is now the second time during the past three weeks that the business has demonstrated institutionalised incompetence of the highest level possible.
The first demonstration of incompetence and severe business failure, happened when trying to place my order. I tried to call your order line so many times on the day (during the published opening hours listed on your website) and it made no difference whether this was when the phone lines opened, during mid morning, lunch, mid afternoon or up to an hour before close of business. Every time, I got the same recorded hold music and recorded message to say the business was experiencing extremely high call volumes and asking me to wait.
On each occasion I waited between 30 and 55 minutes for a customer service agent to answer the phone, but due to the 'not fit for purpose' systems you have in place, there was no human to answer the phone.
I then decided on a plethora of occasions to place the order online, but due to your IT systems not being fit for purpose, each time when checking out to pay, the system rejected the order. The reason being is because, for all but one of the products ordered, it automatically included gift wrapping paper, which was out of stock. I then resorted to registering a Complaint and the Head of your Customer Service Team came back to me with a feeble excuse blaming a known hitch in your IT systems, which did not wash with me. The main reason is because he was already aware of the problem, but no effort whatsoever was made by any member of staff (including himself and the IT Team) to highlight the problem on your website. Instead, the business chose to inconvenience all of those visiting the website and wishing to place an order, by deliberately wasting their time.
This act in itself demonstrates incompetence and something which resonates to a bad apple left in the business cart which is rotten to the core and the longer it was left in the cart, all of the other healthy apples risked getting infected in the same way, until such time the whole apple cart was rotten to the core. To me, this comes across as a crystal clear without any shadow of doubt impression, that areas of the business have no clue whatsoever what they are doing, they are unreliable, cannot be trusted and certainly do not act with any integrity whatsoever.
I think your Senior Management Team need to have a serious think about the way there carry out business activities and in particular address the problem regarding answering the telephone. For each potential customer your recorded messages fob off, you risk the loss of an order. When the wait is extended to a potential infinite period of time (I waited 29 minutes today, but it could have been hours), people will get fed up of waiting.
My advice to you now is to take this matter seriously, by forwarding this email on to the member of your Executive Team who oversees Customer Service (or the serious Complaints Team). The reason why I am asking for this matter to be escalated, is down to the fact I have over the past three weeks, received two replies from the Head of Customer Services, but each one has fobbed me off with a feeble excuse.
Whenever adverse feedback is offered to businesses, especially on social media sites and the likes to Trustpilot, this can do the brand a great deal of financial damage, as well as bringing their trustworthiness, reliability and reputation into disrepute.”
“Telephone sales were very nice and helpful. One big problem I have is with the website. I cannot order online anymore it keeps showing that my address is not correct, when in fact it is correct . I have tried everything and nothing works. I have even had family members make accounts so that I could order, but there is always a problem with the security questions and now I can’t order any other way except to call on the phone. It is costly to call from USA and it would be so convenient to order online. Tkank you”
“It's the first time I have purchased from The Royal Mint.
It was simple and easy to order. I live in New Zealand so delivery was not fast but the goods came in pefect condition.
I was really pleased, and will order again.”
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