Problems Buying From The US Mint?

Summary: The mint does not care and CS is sham if it the problem is at all something that is not an instantaneous fix. The fact most people do not have the time to sit with them on the phone for an hour at a time also plays to their schemes.

I DO have the time. Look up the words "computer bandit" on this site to see the fiasco they played with me when I ordered the 2011 proof sets.

Summary - sorry its long - but can be verified by looking up the above reference.

In 2011 the mint verified my order for five 2011 ASE special edition sets online. These sold out at record pace, the internet and phone lines were jammed. But I got through.

I screenshot every step online through the verification of order display. I never got the confirmation email. I called, they said it was a computer glitch, and my order was slated to be shipped. They verified my order number. It never shipped.

A short while later I saw the order changed to cancelled status. I called and they said they would open a case/ I called once a week after that and was more or less told they were looking into it and had opened a case in my name. Almost every time I was assured it was computer glitch, and they were getting a new system the next year to alleviate such problems, sometimes asking for the info in my "case" all over again. I faxed them what they asked for (screenshots of their website verifying my order). I called to verify the faxes were in my "case" and was told they had them.

Every rep I called after that was clueless about my "case," and they could find no faxes. I talked to the "manager" and I was told they would open the case. I asked for the number for the HQ and they said they could not give it out.

Playing Sherlock Holmes, I got the HQ number anyway by calling one of the mint's non-orderline numbers. A kind secretary was wondering why I called her office since their division could do nothing about it. I relayed my story. She gave me the number for HQ.

After getting the same lame-CS department responses from HQ (always assuring me a new computer system was coming!), I found the truth by pointedly asking the last rep I talked with to be honest with me:

I asked specifically if there was a case in my name, then why was everyone always not able to find it (having been asked for info to supposedly open a case multiple times)? The rep told me there never was a case opened despite the multiple reassurances.

I asked if basically there was anyone who would do anything about my order? The answer was "No."

I asked if the mint was supposed to simply stall until all minted sets were shipped so they could send me a letter saying, "sorry we have no more sets?" The rep said, "Yes."

I asked if the reps at customer service were trained to appease people and be a buffer zone for the second level? She said, "Yes."


Needless to say, I never got my 2011 order. HQ also told me the shipping and ordering departments are two different locales with two different computers. Once the order for these sets was placed, there would be no edits between the two computer systems (which I was told were not completely compatible and used different programs).

2012 went without a htich! I assumed the "new computers" had been synced.

In 2013 I ordered some of the enhanced proof ASEs. They arrived with damaged coins. I called and asked for replacements while asking if they ever sent out items that had been returned b/c these certainly were of poorer quality, and I wanted to make sure the next batch were what naturally should be expected. I was told they never ship out returned coins.

The replacements arrived and actually had hair, and what looked like dandruff flakes, in the capsules; a couple were missing COAs; one was was not only sloppily packaged, but also the coin had obviously been taken out of the box before because it was (though seated in the box) rotated.

I called and again asked if they ever sent out pieces that were returned for replacement. The answer was "no." I told them of the lengthy fiasco in 2011, told them of the hair and dandruff-looking substance in the capsules, the already opened package, and told them just to send my money back. BTW - I was also told they were getting a new computer soon to alleviate such problems. I told them I knew better.

The times I have been able to get good service from the mint is only through subscription services. I have a proof ASE and proof set each year come to me. My guess is the orders go straight through to the shipping department computer.

They know they will make money from sales no matter what, they train employees to appease customers on both levels of CS by saying what the customer would like to hear. They are instructed no to lift a finger to help in certain cases.