“I was waiting for delivery the silver Britannia coin I ordered and the was a huge delay. I was patient as it was close to Easter. I then received an email about storage fees with instructions how to set an account.
Horrible. This was my first silver purchase from The Mint and most likely will be the last.
I have to waste my time to sort this mess.
I have purchased silver Britannia coins from other companies and had no issues.
I just to pay for the item ordered the agreed price and get it delivered. Not that complicated.
Horrible,horrible”
“Well if it's an honest review, I feel I have been ripped off. Their markup is too much. Paid £9200 odd and the moment you buy it, the actual value is nearly £800 or so less. They charge so much extra. I thought that should be clear when buying gold. Thats a little unfair.”
“I know there has been problems with orders to the US, I don't hold this again you. But after spending two months and over 45 minutes on a international call I finally got the order placed, everything was verified verbally. Next thing I know the order is sent to my old address that I have not use in over 7 years. After I spent another 40 minutes on the phone a new order was placed. Then DHL notified me that the order was returned to the mint. No reason given. Having spent over $270 in phone minutes i decided to try and contact you online. So far I have not received a response. The item I ordered was not expensive but was a gift for the birth of my Granddaughter. Up till now I have always had good service from the Royal Mint. Please help me solve this, thank you. Dennis Lucker dennislucker@gmail.com”
“I'm sorry, but I've not yet received my order.
It seems that the coins are still in transit since March 19th as they have been stopped by Customs Office.
Please, could you do something about this matter?
Thanks”
“Order crashed just as I was paying, so I went through the order process again. Only realised afterwards the value of the order was taken out of my account twice. I emailed RM and called but it took me over one week to finally get through to anyone. Money was repaid a week later, but it could have been much worse if the amount was more!!! I'm unfortunately put off from using RM again, as I can't afford for that to happen again.”
“While the ordering process itself was smooth, I am not satisfied with the delivery experience.
The order was placed on 17 February 2026, and after a long delay, the shipment was returned by Royal Mail due to being classified as “suspected prohibited goods”. This indicates that an inappropriate shipping method may have been used for bullion.
As a result, the delivery has been significantly delayed, and the issue could likely have been avoided.
I would appreciate more reliable shipping methods for international bullion orders in the future.”
“Absolutely terrible. I bought a 1 oz Loch Ness and it arrived damaged. I’ve waited 3 weeks for 1 email from customer service and I am still none the wiser. In the one and only response I got, they said I shouldn’t expect perfect coins from them and that it’s normal for them to be damaged. Utterly disgusting company with absolutely zero quality control”
“Absolutely non existent customer service. I ordered and paid for a coin on the 6th February 2026, at the time I ordered the website showed shipping was to be made mid to late February. Here we are a month later on the 5th March 2026, the coin is still showing as available to order on your website with a shipping time within 5 to 10 working days. I still have not received my coin and on the four occassions that I have tried to call, your customer service department is busy and not able to take any calls.”
“The order took more than two months to be delivered, despite multiple contact with customer services. Very disappointing and very worrying given the amount of money involved. Gave me a lot of stress.”
“7 to 10 days delivery yet waits 6 weeks+.
Removes saved coins from basket.
Apparently have to do some bs checks before reiving purchased items.
Various colleagues have no clue what goes on
Scamsters that most likely don't have the physical items, or even the gold or silver that you purchased for their safekeep vaults.
Then further bs verification of account because it's been stagnant for a month.
Wtf, scammers.”
“Products and designs are very good but customer care and communication is extremely poor as well as delivery takes ages. Admitting mistakes and providing proper compensation are not available!”
“I bought some silver 7th December, ive still not received it, Ive rung and emailed numerous times to still not get an answer to why ive not received it, I would definitely say to avoid this company at all cost, I will definitely not use them again.”
“Didn't send my order, tried to make up that they were waiting for one of them to come back in stock before sending them both out. Even though both were in stock when i placed my order. they never emailed to say they were delaying my order. I have to contact and complain before anything was done, and just like magic it was in stock and they sent it.”
“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.”
English