“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.”
“I can reccomend using Royal Mint as a trustworthy supplyer of gold coins and a safe way of purchasing gold. I spoke with Connor, ased in Wales, who was most helpfull in answering my questions and helping me register my account correctly and assited with placing my 1st order.”
“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.”
