Review Time
I have usually received a good service from the Royal Mint, however I am having the unfortunate experience of trying to contact their customer service over an outstanding order.
Placed the order 30/01/26, with an anticipated dispatch date of 3 - 5 days. After a couple of weeks, I checked the status of my order, marked as 'Dispatching soon', checked a week later it had moved to 'Pending'. I received a 'generic' email advising the coin I had ordered was in high demand, and there may be a delay. I had ordered 3 coins in total, so no idea which coin. I used their online query form to request an update 20/02/26, after 8 days there was no response.
Today, 28/02/26 while I'm typing this I am attempting to speak to a customer advisor. So far I'm still currently on hold for 32 mins, with the usual "Apologies for the delay. We're experiencing very high demand at this time.....blah, blah, blah!" Not sure how much longer I'm willing to put my life on hold!
I'm about to post his review and still on hold now at 40mins!!!!!!
Update: Finally got through to customer services after 45 mins - Was advised that my item was dispatched and due for delivery, but the email they sent to confirm had bounced back - The email resent which I received while on phone to agent. Think the service needs improvement!!!!
I thought that with a name that holds 'royal' would be held to a high standard. Guess I was wrong.
I ordered with the Royal Mint on 30 Jan 26. Prior to confirming payment, it stated that delivery would take 5 working day. I had no issue with that.
1 week passed, then two. So I called up asking for my order to be cancelled which they informed me that the order had been collected by the delivery company and that I should receive an email shortly.
3 more days pass and nothing, so I called again, and I was informed that my order had been picked on 03 Feb 26 and had been sat around doing nothing until 23 Feb 26 when I called.
I asked for my order to be cancelled and they put me through to the bullion line where I was 2hrs 30mins before the call went dead.
So I called again on 24 Feb 26 to ask them to get it posted, and asked for a reason why it took them significantly longer to send my order. I've still not had a reply.
Matt was a great help at the end, however the waiting times between calls is awful. You can fly to Madrid from London in less time than it takes for someone to answer the phone!
I will never use this shambles of a company again.
Hello. I have received an email telling me my funds have been returned to the card used. A few days later i sent an email asking which card it has been returned to as i have not received the funds into my bank account. This was on the 4th of February. Could i get a reply?
I have an account which I have been using to invest in Digital Silver, for the past 11 days I have not been able to sell, an ' internal server error' appears and after several conversations with customer care and two emails all they say is the issue has been raised with IT,very concerned as another reviewer has said his silver investment in Digital silver has been frozen. I have now sent a registered letter to headquarters requesting that they solve this issue, I have taken legal advice and will pursue this matter.
Troubling, has been my recent experience with this organisation. Having sent a parcel, with the track and signed for royal mail service, I was happy to see it had got to their East Ham delivery office. It was signed for and was on their premises the next day. I waited and had no email saying it had been assayed and the money would be put into my account. I rang the main number and was told they could not deal with it, through their side, and to email their Buyback team. I did so and was told they had no record of my parcel. This is not yet solved and I recently sent the post office screen print showing delivery. I have not received payment for a sale, to date, and it is now almost a month. I am writing this to warn others that currently many company's are at risk of foreclosing, as are banks, and it is troubling to contemplate that perhpsa such company's are dealing deceptively with customers just to keep their heads above water. I am no longer buying or selling to this company.
Even if they were not the bad/ late payers, (that they are), their phone service is a shambles; and the way that they relegate sales to a ' buyback' email, unconnected to the main switch board, equally shambolic.
I saw an advert for the Freddie Mercury coin and placed my order immediately. It was very straightforward. The order was acknowledged immediately, with a projected delivery date in February. Just before Christmas I received a message to let me know that the delivery had been brought forward to January. The coin arrived on 9th January, in good condition, and the recipient was delighted.
I decided to buy the commemorative coins featuring the effigies of our late Queen. I paid £35 upfront, expecting a faster service. However, the first delivery was supposed to include the first and second effigies along with a cardboard box, but it arrived missing the first coin. After four calls to customer service, I still had no clarity on the whereabouts of my coin. The representatives kept repeating that they had plenty in stock and would look into it, but I received no real assistance. I emailed them but got no response. After I left a review elsewhere, I finally got a reply, and the coin was dispatched two weeks later. I foolishly thought this would improve their efficiency for the next three coins, so I ensured my account had funds for the December 12th release of the third effigy. Unfortunately, they took the payment on December 11th, and I am still waiting for the coin. I've made two calls to representatives who promised to inquire with the dispatch team. On December 22nd, I received an email stating they couldn't meet their five working days delivery promise. I'm appalled by my experience with the dispatch team. I paid for expedited service, yet I'm receiving an awful experience. Commemorative coins? Purchase at your own risk.
The process went smoothly and took a couple of days for confirmation. The delivery was quick and required a signature, which I appreciated. This was my first purchase from the company, but I was let down to find that the "Best Value" options were priced about £200 higher than others, despite silver's rising value (purchase made at the end of November). Choosing the "best place" left me feeling it wasn't the best decision.
Failed to respond to my emails or phone calls. I was overcharged for items due to a system error and received a refund nearly two weeks later without any contact or explanation. Meanwhile, others who ordered the same items after me received theirs promptly! This has been a disappointing experience, and I will be taking my business elsewhere in the future.
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The Royal Mint is a British maker of thoughtfully designed products and services. We make original coin collections and gifts as well as investment opportunities and currency solutions. With 1,100 years of heritage and expertise, The Royal Mint is a world leader in the design and craftsmanship of precious metals.
Trust Pilot is monitored periodically and fact checked for accuracy.
If you are a customer with a complaint and need support with this query please contact headofcustomerservices@royalmint.com.
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