“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.”
“I do not underdstand why i must pay custom fee for an actuel currency and for that it should used another shipping provider that I can declaire the item direct by custom and have not yet to pay for wrong or missing declaration”
“Terrible, a really bad experience. I bought a limited edition Freddie Mercury color coin, and the order hasn't arrived. The courier company didn't leave any proof of delivery. The address is correct, but it hasn't arrived in Spain. I feel scammed and will never buy anything from them again.”
“I did not receive my item yet because of issues in the declaration custom form.
I wrote in advance to you to clearly specify that the item is V.A.T. exempt to reduce any delay at custom, but it was not enough. Now the item is still handled by the courier after almost one month.”
“I ordered some antiqued 1oz and 10oz Loki bars at 9.07 am on the morning they were released. Royal Mint happily took my money for these, but did not deliver them. Upon inquiring about my order several days later, I was informed that I had received a refund to my Royal Mint balance for the 1oz bars, as these had gone out of stock. However, the order for my 10oz bars had not been cancelled, which was a "good sign". I made a follow-up call a couple of days later to chase up the 10oz bars and was told that my order would be investigated, but that the stock had run out so it was unlikely I would receive my bars. I then received an email to say that the order for 10oz bars had been cancelled and a refund would be issued to my original payment method.
A number of questions for Royal Mint to reflect upon arise from the whole farce and shocking customer service and systems issues:
Why did your systems allow me to pay for these bars if stock had run out?
Why did your systems take orders after mine, which were fulfilled, but mine wasn't?
Why did you not communicate with me about the cancelled 1oz bars order? I only found out because I rang to chase up the order.
You stated in writing that the 10oz bars order would be refunded to my original payment method. I was not, it was refunded into my Royal Mint account. I then had to withdraw it myself and wait days for my bank account to be credited.”
English