Name: The London Mint Office
Rating: 3.52

“Trying to return an item. Called number as asked to do so if wish to return have called and left number for call back service. No joy. I'll be returning with proof of postage. Terrible service.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to let us know about your experience, Victoria. We apologize for the hassle you’ve been through trying to return an item. We pride ourselves in providing excellent service and we want to do whatever we can to make it right. Could you kindly tell us more about your experience? We would really appreciate to have the chance to figure out a better solution.

Posted 1 year ago

“Well I've prdered a a jubilee coin about 2 weeks ago & judging by the poor reviews I'm uncertain mine will be delivered & they should put on their website there's no guarantee quick deliveries”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience with us. We are sorry that it took so long for your Jubilee Coin to be delivered and understand your concerns. We should have been clearer that deliveries can take a while, and for that, we apologize. So we can make things better, could you please tell us what was the most concerning issue for you? We are constantly looking for ways to improve our service so your feedback is invaluable to us.

Posted 1 year ago

“I am sure they are great with anything straight forward however if you run into a problem they seem to struggle with the concept of customer service. We had a duplicate account at the same address which they mixed up the billing for and have repeatedly sent demand notices incorrectly adding £10 each time. They can be difficult to get hold of and constantly bombard you with phone calls i am pressuming to chase money (i never answered as some of us do work for a living and cant be answering the phone to them all the time). They seem really terrible at updating details even though they say they have. The operatives do not listen to the problem to understand and correct it, they stick to a script and they quite like to hang up on you also. I am not saying do not use them they do some great products , but be warned about the pain you will go through if something isnt quite right. I will never use them again from my own personal experience. Eventually i spoke to someone with common sense that could see what had happened........maybe their next issue should be common sense coins and be free issue to staff.”

Helpful Report

Posted 2 years ago

Thank you so much for taking the time to leave a review on The London Mint Office. We are truly sorry to hear about your experience, from the duplicate account all the way to the demand notices which were sent incorrectly. We strive to provide the best customer service possible and if it is not met, we apologize. We want to ensure we are customer-centric and would like to make changes based on your feedback so that other customers do not experience the same. Can you please let us know how we can improve to ensure our customers feel supported and satisfied? We appreciate you sharing your opinion with us and hope to see you soon.

Posted 1 year ago

“2/2 OK this gets much worse; Having read previous reviews I went to check if any further charges had been taken, and to my horror, 10 days later a sum of almost £18 was taken for a 2nd order I did not even make! I had to phone the company LMO who tried to tell me I had made a 2nd order for this “gold layered” Elvis coin, yet this wasn’t my doing - having asked my grandmother, she confirmed she never received a 2nd coin. I have had to cancel the card I used to make the first and only transaction to stop them taking any more sums of money without my prior authorisation. My grandmother and I were, you could say, a bit naive, probably, to the fact that the minute you bought the £2.50 p&p / free Elvis coin you automatically signed up to receive the whole collection. However, neither she nor myself saw any small print or extra information regarding additional charges. It’s a bit naughty of LMO, people need to know what they’re really buying and paying out for!”

Helpful Report

Posted 2 years ago

Thank you so much, Helen, for your honest and open feedback. We apologize for what happened to you and your grandmother and we are truly sorry for the unauthorised charges that have been taken out of your account. We understand your frustration and we'll work harder to make sure that our customers are aware of the terms and the extra fees associated with the purchase. We sincerely appreciate you taking the time to let us know about your experience. We are always striving to provide the best service possible, and we'd love to hear any suggestions you may have about how we could improve. Thank you for your feedback and we hope you can give us another chance in the future.

Posted 1 year ago

“I purchased TWO Elvis Presley coins; one for my mum one for my vulnerable 90 yr old grandmother. I only ordered the 1st two I would pay 2.50 p&p for they did not want full sets. I have had to block several phone calls from London Mint Office since. Harassment to force you to buy more and spend tens of thousands on coins”

Helpful Report

Posted 2 years ago

Thank you so much Helen for taking the time to share your experience with us. We sincerely apologize for the harassment phone calls you have received from The London Mint Office in regards to your purchase of the Elvis Presley coins. We understand your intentions of buying two coins only and not a full set, and we apologize for our inability to accommodate to your wishes. We would like to make it up to you, so please let us know how we can make things better for you.

Posted 1 year ago

“I ordered a coin for my mum as a present it never turned up and when I enquired about it they refused to talk to me, as they said because it was in my mom‘s name they could only talk to her. Regardless of how many times I told them it was me that ordered it, made it paid for it they still refused to talk to me. Appalling customer service more never use them again.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to review us, Tracy. We're sorry to learn about your negative experience with us. It's not fair that you were unable to speak with us about something ordered in your mother's name, and we apologize for the frustration caused by that. We want to make sure that we make it right, and would love to know what we can do. How can we better your customer experience with us?

Posted 1 year ago

“I've received a letter stating I owe 17.50p today, I only requested 3 2.50pence coins that were paid for, I will not be bullied into paying what I don't owe, and do not wish to receive anymore phone calls asking me to purchase anymore, clearly a con! Is arrassment and will take the matter further against you if it happens again.”

Helpful Report

Posted 2 years ago

Dear Karen, Thank you so much for your review of The London Mint Office. We are sorry to hear about your experience and apologise for any distress caused. We take all customer complaints seriously and are disappointed that you have been asked to pay a sum you do not owe and that you have received unwanted phone calls. We would really like to make it up to you, so could you please tell us a bit more about what happened and how we can make it right? Once again, thank you for taking the time to write a review of The London Mint Office. Sincerely, The London Mint Office

Posted 1 year ago

“I purchure the strength and stay set bought out plus a silver half crown set. I paid over the phone a first installment then when I got the bill I paid the remaining owing,plus a first payment for the silver coin. On receiving the coin I also received a bill for the outstanding amount but paid by check the last two payment which has cleared from my account. I have now received a letter telling me I owe £23.31 for a paying not paid. After many calls I finale got through to a man who looked at it told me customer services would contact me in 48 hrs never did. I've received another letter i contacted the office again after waiting on the phone for around 30mins they answered explained all again I was rather irate by now I was told he would escullate to customer service they would be in touch still waiting. Its an horrendous service they keep billing you saying you haven't paid then have the nerve to keep adding £10 to your bill my bill that I have already paid has excullated to 43.64. You cannot get through at all to customer service they never answer. I will never by from them again. So avoid this company.”

Helpful Report

Posted 2 years ago

Thank you so much for sharing your experience with The London Mint Office. I'm really sorry to hear that you have had such an unpleasant and stressful experience. We strive to provide the best possible experience to all of our customers and it looks like we have failed in this instance. I apologize for any frustration and inconvenience caused. It is clear that we need to make some changes in order for us to provide a better service and we would really appreciate it if you could tell us where we could do better. We want to ensure that all our customers receive a fantastic service and unfortunately, on this occasion, it looks that you didn't get when you deserved. We really value your feedback and would like to thank you again for taking a moment to share your experience.

Posted 1 year ago

“I have had several sets from the London mint, they are fabulous quality and always have gorgeous presentation folders. I frequently liaise with Jennifer who is exceptionally helpful and always does her utmost to help with my selection or purchase. I would recommend the company in a heartbeat for its gorgeous coins.”

Helpful Report

Posted 2 years ago

Hi Julie, Thank you so much for taking the time to leave us such a positive review. We're thrilled to hear that you had a great experience and that we were able to meet your expectations. Kind Regards, Tanith, Customer Experience Manager

Posted 1 year ago

“Avoid these people and company and save your money. My mother bought the Elvis Presley coin set, not including the £400+ coin. Set was £149.99 and agreed to pay in 3 instalments. She made first payment via the phone and lady told her next one could be done via my mothers online account which she did on the second payment, both showing on her bank statement and internet banking. 3rd and last is due 15th of this month but this week she got a letter saying she hasn’t made no payments at all which is 100% a lie! Plus we have proof they were paid. She called LMO this afternoon to be given “oh the accounts department probably haven’t updated your account” then proceeds to ask if we had proof she paid. Are they seriously accusing her of lying? He said he would email accounts to update her account but I’m not holding my breath and she’s expecting another threatening letter demanding money they already have! If all fails, will be reporting them to ombudsman and trading standards.”

Helpful Report

Posted 3 years ago

Thank you so much for your review! We are sorry for the issues you experienced during the payment process. We want our customers to have a positive experience when shopping with us and agree that it shouldn't have happened like that. We are deeply sorry for the distress caused. We would like to make things right and you can help us to do so. Could you please provide us more details (e.g. order reference number, the date when the payment was done) via our customer service centre at customercare@londonmintoffice.org so that we can look into this and see how we can help you? Thank you again for your feedback.

Posted 1 year ago

“I have been trying to return a coin which I did not order for the last 2 months. They said that a return label was on its way. I am still waiting for a return label. In the meantime they are charging me for delayed payments. I will be seeking legal advice on this.”

Helpful Report

Posted 3 years ago

Thank you for letting us know about your experience with The London Mint Office. We appreciate you taking the time to reach out to us. We are sorry to hear that you have been trying to return a coin which you did not order, and have been waiting for a return label for the last two months. We can understand how disappointing this must have been for you and we apologize for any inconvenience caused. We would like to make things right, can you tell us how we can do so?

Posted 1 year ago

“Avoid this company like the PLAGUE. Seriously, don't buy anything with them. I purchased a Gold Quarter Sovereign coin from the LMO, after a month it still hadn't turned up, but I received two bills for payment, even though I hadn't received the coin, with the first bill for £99 (which was the price of the coin, but it was originally to be paid over 3 months at £33 per month), but instead wanted me to pay £99 in total. The second bill then arrived then arrived and a £10 admin fee was added to the total bill due to me not paying the first bill, DESPITE THE FACT that I still hadn't received the coin. So, I called the customer services line over the coming days, and I could never get through to someone to speak to about this. Eventually after attempting numerous times over numerous days, I got to through to someone. Now, this is why LMO get 2 stars instead of one. The person I spoke to was a lovely lady who listened to what I said, eased my fears about the bill in that they told me that they knew I didn't have the coin so they knew I wasn't calling under false pretences. To that end they then requested a new coin to be sent out and for the original payment plan to be reinstated (£33 every month). However, the key part here is that they KNEW I didn't have the coin - it was in Royal Mail's possession - yet they had the nerve to bill me and ask for payment for something I didn't receive. I then get an email from the LMO some time later asking for payment, despite the coin not having arrived AGAIN, so I complained and told them that this is ridiculous that I was getting billed for something I hadn't received and relayed to them how frustrating this is. Then, as sod's law would dictate, the coin ACTUALLY arrived that very afternoon, however, due to the bad experience I had (except for the lovely customer services person who helped me), with the LMO, I emailed them to say that I was sending the coin back, but that they would have to pay for the postage due to all of the hassle. Now - this is they get two stars instead of one - they actually sent me a pre-paid postage sticker with tracked delivery that I would put on the envelope which contained the coin, which I sent back soon afterwards and I thought that was it. Oh boy was I wrong, just today, I received ANOTHER bill from the LMO for the SAME coin that I had sent to them previously for around £115, which is frustrating and stressful to deal with. I have had depression and anxiety for over two decades, now on a good day, you'd never know that I had mental health issues, but on bad days, I can be an absolute wreck and/or bed bound and incapable of dealing with financial matters and administration and constantly sending me bills for (a) a coin I had never received and (b) for a coin that I had sent back to them. It seems like the customer services part of the company and the billing department do not talk to each other or because they clearly just send out the bills and don't bother to check if the coin has been sent out/received/returned and they just pump out the bills. Either way, this is a terrible way to run a business and will continue to lose customers who get stressed and frustrated by having to do with repeated bills and demands for payment for products not received or sent back to them. No one needs the hassle, but especially for someone like me battling mental health issues, I simply do NOT have the capabilities to deal with stuff like this on a regular basis. Therefore, please avoid the LMO if you can. The customer service team ARE good, if you can get through to them, but even then you'll still get billed for stuff you haven't received or sent back.”

Helpful Report

Posted 3 years ago

Thank you so much, Zoe-Jane, for taking the time to share your experience with The London Mint Office. We are truly sorry for any stress and frustration you have endured and we take your feedback extremely seriously. We appreciate the fact that you highlighted both the good and bad aspects of the company, which have allowed us to better understand what has gone wrong with your experience. We will certainly be addressing these issues and we hope to regain your trust and confidence in the near future.

Posted 1 year ago

“Thought I was getting a free coin and had ti pay 2.50 for postage. When the transaction went through found out I was charged gor a princess Diana coin that I dis not request. I cancelled the card transaction. A couple of weeks later they sent me the coin on approval. I gave tried to contact them via phone and email but have been unable to contact them for a return prepaid envelope. I have stated that I was misled in the email yo them but they still have not replied. They should be pulled up on this but just seem to continue conning people.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to share your experience with The London Mint Office, Faye. We apologize for any inconvenience regarding the confusion about your order and the charges you experienced. We also apologize for the lack of response from our Customer Service team. We'd like to make this right. Is there any way we can help resolve your situation? Again, we appreciate you bringing this to our attention and apologize for any confusion or frustration.

Posted 1 year ago

“The London Mint Office has been conning my grandmother for years selling her worthless commemorative coins. She is a 93 year old vulnerable lady and they just will not leave her alone. Aggressive sales tactics and allowing her to build up tens of thousands of pounds of debt are amongst some of her negative experiences. DO NOT BUY FROM THE LMO!!”

Helpful Report

Posted 3 years ago

I'm sorry to hear about your negative experience. We appreciate your feedback and will take it into consideration for future improvements.

Posted 1 year ago

“Waiting 8 weeks ,still not received coin ,,rang three times ,got the usual excuses ,would never use ,The london mint office again .”

Helpful Report

Posted 3 years ago

Dear Lynden, We would like to express our sincere gratitude for taking the time to share your experience with The London Mint Office with us. It's customer feedback like yours that keeps us focused on improving our performance and services. We are so sorry to hear that you had to wait 8 weeks and still not received the coin you ordered. It's also unacceptable that you had to ring three times and got the usual excuses. We understand that this experience has left you frustrated and you have decided to never use The London Mint Office again. We truly apologize for the disappointing experience you had with us. We take feedback very seriously and would really appreciate if you could tell us what exactly went wrong and how can we make things better. Thank you once again for your review and feedback. Best regards, The London Mint Office

Posted 1 year ago

“Absolutely rubbish company. Ordered 1 for my daughters collection, received 2 which I did not order, they said I did. Paid for 1 then got emails demanding second payment I wanted to return, 'return at my expense!' in the end I'v paid for it less hassle. Note.. this happened in a previous order, again I paid for 2 when I ordered 1. Not only that I was repeatedly asked for a payment after I paid for both. It took me numerous emails to get them to eventually reply stating yes I had paid. I would avoid at a cost. I won't be using again.”

Helpful Report

Posted 3 years ago

Thank you for taking the time to share your experience with us at The London Mint Office. We are sorry to hear that you experienced difficulty when trying to return your order and apologise for the inconvenience caused. We understand that this has happened on two occasions now, and would love to hear more about what happened and how we could have done things differently. We value customer reviews and feedback very highly and take them into account when rolling out improvements. We take this opportunity to thank you for your review and if you are willing to, please contact us at customercare@londonmintoffice.org so we can learn more about your experience and pledge to make it right. Thank you again for taking the time to give us this valuable feedback.

Posted 1 year ago

“Still waiting for the order I placed. (Elvis coin)”

Helpful Report

Posted 3 years ago

Thank you so much for writing a review of your experience with The London Mint Office. We are sorry to hear that you are still waiting for your Elvis coin order. Your feedback is valuable and very important to us, as we strive to provide the best customer service to all of our customers. We would love to hear any suggestions on how we can make things better for you. Is there anything we could do to improve the speed with which you receive orders? What else could we do to make sure we provide you with the best customer service? Thank you again for taking the time to write this review and for allowing us the opportunity to make things right.

Posted 1 year ago

“I had to chase up a collection after 3 months of having paid in full. It appeared that they'd got the money, but no order. Eventually received after difficulty trying to contact them. I'm now chasing again for a friend who'd ordered a coin (Elvis gold plated) using the phone number on the full page advert from the Sun. He's never received the coin but has a threatening invoice for the outstanding amount, also informing of extra£10 charges if they contact him again. I used the freephone number and was cut off as I didn't want to leave the name and number of my friend. I tried the account payment line number, left my name and number but got no reply. Email got an automated reply and after 6 working days (10 days after sending) still nothing. I've left yet another message giving 2 different contact numbers and stating that they've got my email address. Totally fed up, disillusioned and don't recommend them. I won't be having any further contact once this situation is resolved”

Helpful Report

Posted 3 years ago

Thank you so much for your feedback, S. I'm sorry to hear about the issues you experienced when trying to contact the London Mint Office. I would like to apologize for the difficulties you have had and appreciate you taking the time to share your experience. I will definitely look into the issues you have raised and find out what happened and how we can improve our service. I'm sorry again your experience wasn't the best and understand your disappointment. If we can do anything to make it right please let us know. Thank you once again.

Posted 1 year ago

“I bought one coin. I didn’t want any more. I have since been inundated with emails and texts. I am incensed that there is no unsubscribe link on the email and the text requires a phone call to opt out. I will, on principle, never buy from this outfit again. I do not wish to receive any further communication from the Mint Office. I will report the email as phishing and/or scam.”

Helpful Report

Posted 3 years ago

Thank you for your feedback regarding your experience with The London Mint Office. We sincerely apologize for the emails and texts you have been receiving. It is not our intention to cause any inconvenience to our valued customers. We understand the frustration resulting from the lack of an unsubscribe link and the need to opt out via a phone call. We value your time and would like to understand how we can make things better for you in the future. We would welcome the opportunity to learn more about your experience and how to make it right. Please contact us through the website or via email with further details. Again, we apologize for your experience and would like to make things right. Thank you for your feedback.

Posted 1 year ago

“My late mother spent £10,000 on coins from the London Mint as an investment. It's scandalous that they can get away with preying on the vulnerable.”

Helpful Report

Posted 3 years ago

Thank you Richard for taking the time to share your experience. I want to sincerely apologize for what happened with your late mother's purchase of coins from The London Mint Office. Can you tell us more about your experience and advice on how we can make things better? Thank you again for your feedback.

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 79%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Returns Process	Could Be Better

The London Mint Office Reviews