“Unfortunately, the coin I received for my son was damaged. I would have hoped that an image of the coin would have been sufficient to have received a replacement coin (without the need for the coin to be returned, seeing as the coin is of unacceptable quality). Whilst I have received very polite and helpful emails in response to my emails about the blemmished coin, I now have to organise the packing and return of the coin - with is no nearby Post Office, this is a major inconvenience.”
“A little confused. You claim to only take payment when the whole order is ready. I placed my order 19.02.26 for a number of items and nearly 90% of the value was immediately billed to my card, the balance followed onto the card a few days later. I therefore expected the majority to be delivered soon after but was surprised when a single coin representing the second billed amount arrived. I still await the balance of my order which represents the majority of the cost.”
“I would love to say I have had a great experience, however I am currently on day 12 out of 5 waiting for a response to my complaints.
We have proceeded to begin the exchange on the faulty product but have received no response to the wider complaint.
I cannot even begin an additional return on the same file due to the one that had started.”
“Phone lines and online chat were out of service for over 2 weeks. Delivery for coins ordered took over 2 weeks with little help from customer service email regarding exact delivery. I was told someone would call but never did and eventually I got a text with a tracking code and despite value of product didn't even have to sign for it - which is really surprising...”
“Very bad customer support, it took them three months to amend my delivery address, just one word was missing, after numerous emails and messages and even a direct phone call and a written complaint it was finally amended, i missed out on bonus gifts with the coins was ordering and it did not arrive until late january so i missed out on giving the coins as christmas gifts as intended. Customer support did not support this customer.”
“Poor customer service.
Ordered 2x 1oz Britannia coins. One arrived fine, the other turned up with a large scratch on the reverse… upon asking for an exchange it was said to have met their standards. Which I found poor.”
“For the second year there have been issues in fulfiulling my order with the Royal mint. Having regulalry bought from them in the past (usually every few months or so) orders leading up to Christmas are poorly handled. After placing an order and waiting several weeks I am informed that they will be unable to fulfill my order and I will receive a refund. I was later informed that only part of my order would be fulfilled, which might be fine if delivery was expected before Christmas, which it now was not. What is the point in ordering a silver sixpence for it to be delivered in January? Unfortunately, this was due to be a present (as were the other items). I'll keep it for next year, however, I am far more reluctant to reorder directly from The Royal Mint as I cannot trust them to communicate effectivley or fulfil placed orders. Shame.”
“Dear Royal Mint,
Unfortunately, I have not yet received the coins I ordered. The shipping documentation was missing a copy of the order with a detailed description of the coins. Therefore, Italian customs have blocked the shipment.Just yesterday, I emailed a copy of the order to resolve the situation. I remain awaiting receipt.
Best regards”
“Ordered and paid in July. I tried to follow up in October, as there was no communication as to the delay.Many phone calls. Twice filled in request on customer service page. Almost four months after ordering, I received my coin. Two weeks after it arrived I got an email replying to my query. The did apologise for the time it took to reply to my email....a month!! No customer service what so ever. In the final phone call the delay was truthfully explained. I am happy with my purchase, but customer service is shocking.”
“I ordered 3 Britannias and wasn’t happy when I realised I was sent 3 22ct rather than 24ct coins. Also ordered 15 sovereigns and all but 3 were rose gold rather than yellow. I have a feeling rose gold sovereigns are worth less”
“I shall not be buying gold from the Royal Mint.
I bought my first gold online and RM assumed I wanted it kept in their vault. I called the same day and after a very long wait on the phone, I spoke to a man and asked when will my gold coin be delivered. He said in 5 to 7 working days. My purchase did not arrive. He was a waste of my time.
I chased and again after a long wait for my phone call to be answered, Emma answered. She was good and after 5 days, I got my coin.
I did not enjoy my experience and I had enough. No more buying anything from RM.”
“Placed my order and heard nothing for a month. I phoned to get an ETA on dispatch, was told that this wouldnt be dispatched until the end of November and 8 should of read the small print when ordering. The following day the order was sent out for delivery. So why not be honest and say sorry that my order was misplaced.”
“Currently there is a problem with delivery. I was told it is a tariff problem. More information could be offered by RM's web site. I was told to call to make orders. How does that solve the delivery problem?”
English