“The website where I could access the sttatus of my order was often inaccurate. It was alarming that the order was identified as settled and that it had been delivered, when in fact, neither things were true. This meant that I had to call the Mint to speak to advisers to be reassured that my orderthe valuables had not been delivered to the wrong person. One customer adviser was not well informed regarding how the order would be delivered, and whether proof of identitiy would be required.”
“Love your products but feel that when a limited numbers item is for sale it would be much fairer to use a ballot system where prospective buyers registerto decide who is willing & able to purchase and are then sellected by ballot, instead of a free for all approach used at the moment which favours those buyers who can flood the site, blocking out others.”
“Hello
I placed my second order on Friday,
The last order was signed for by the office in our building, I had to ring up when my order was pending to request this as advised by customer service.
Well I have rung you every day since Friday,
Only to be told your telephone system is down
Every day, so I have emailed the address from the telephone message, which has come back to me. Not sure what else to do. If you pick up this message please get in touch, so I can give the additional information for delivery!
Many Thanks
Julie corbi”
“Item was great, your website is confusing and difficult to use. My item which i was expecting to be delivered got vaulted and then trying to work out how to get it delivered was most confusing. 🫤 will order through another easier to use online shop.”
“Undeniably quality products very well presented. However the waiting time on the telephone line is unacceptable, and the account holders pages leaves much to be desired. I don't understand at all what is going on with mine.”
“Although we are pleased with our purchase, the time it took to dispatch was far too long. It was only after complaining that our order was dispatched an we are unsure it would have arrived on time otherwise.”
“Took too long to dispatch and even then they are supposed to arrive by 1pm today by Royal Mail. It's now 4pm and no sign so every likelihood they won't be delivered today at all even though I waited in for them.”
“I still haven't received by order nor do I know where it is. The delivery company you use for Portugal is very bad and I will likely never get me order because they didn't brother to call to clarify my address.”
“Great customer service, but it's about a 20 minute wait on the phone to talk to someone.
The plastic cover on the commemorative coin that I bought was damaged. The cardboard envelope it came in, offers no protection, and the plastic cover had an imprint of the coin on it. Also the cover has lots ripples on it, because of the way it was pushed into the outer envelope. I had to return my coin to get a replacement. Would it be possible to protect the coin before it is packed to save disappointment.”
“Trusted the name but found the transaction experience slow and with limited communication. Worried about the delivery of items as didn’t even need a signature.”
“(Mostly) attractive coins, some of them stunningly beautiful and with impeccable quality. No other mint, including and especially the Monnaie de Paris, the only operating mint with an even longer history and tradition, reaches the technical production quality level of the Royal Mint. However, boxing and presentation of the 2oz Silver Proof coins (brilliantly done in the „British Monarchs“ collection) have become „cheaper“ and less appealing over the past three years or so. Also, although it is blindingly obvious that the black foam used in the capsules of 50p silver proof coins causes premature toning, nothing seems to be done about it and the issue is not addressed in a transparent way (maybe it is but then in a hidden corner of the website where at least I could not find it). As regards shipping deadlines, the policy seems to be „we ship whenever we‘re ready“. Other mints are able to indicate exact shipping times and are transparent about it.
Friendly and competent but difficult to reach customer service. The website looks professional but the devil is in the detail: slow and not easy to navigate, the search engine does not work and systematically returns error messages and in particular the useful archive function could be easier to find and navigate. The distinction between „limited edition“ and total mintage is confusing. As a customer, you have to yourself do the research to find out which coin has a „limited edition mintage“ but a much higher total mintage as the same coin is e.g. also used in coin sets. Also, first time I ever experienced a „queuing system“ for having the privilege to simply access a website. For EU customers, there is insufficient explanation how the VAT/customs process works and no information whether the Royal Mint is IOSS registered which would allow to order low value coins (up to a value of €150,00) in a no-hassle way without prohibitive custom handling fees. It seems there is no strong interest in selling abroad which is a pity as a higher „fan base“ abroad would not only benefit the Royal Mint, but also British collectors and dealers. Sadly, none of the scarce official distribution partners in the EU offer a broad range of the Royal Mint products, confirming an image of poor marketing outside the UK and Commonwealth countries. So, overall mixed feelings about the Royal Mint, although (which matters most) their core products are excellent.”
“The products are great and so far, deliveries have always arrived when they were expected to. But the process is a bit shambolic. You place an order and immediately get a confirmation e-mail back. Then. Nothing. The tumbleweed starts blowing around as you wait for signs that anything is happening. I placed an order a week ago, and apart from that initial confirmation, I have heard nothing, despited this beeing a reasonably significant order. RM needs to improve its customer experience by keeping people better informed of the progress with their orders and when they can expect to receive their goods.”
English