I have bought numerous items from The Royal Mint over the years and have seen many of the same issues a lot of you have had. Capsules opened with loose coins in the box, bad packing material, and bad coin manufacturing that makes you wonder how they could have passed QC inspection. I've had to return items twice, once for a silver proof set where literally half the coins had scuffs in the mirrored fields going almost entirely around the outer edge of the coins. And believe me, the thought of having to return an item to the UK from California is something I dread.
Buying items from the U.S. Mint is a similar experience. Ever increasing premium price hikes, defective manufacturing, crappy QC inspection, and especially with U.S. Mint - absolutely cheap sh*t presentation boxes this last year on even the most expensive gold items.
The reason I mention all this? I truly hope the emails to customer service reps and execs you guys have sent resolve your issues to your satisfaction. I'm sure the people you have contacted do want to make you happy. But I've come to believe the bean counters that ultimately choose policy for The Royal Mint and U.S. Mint are not going to go back to more expensive quality capsules, better boxes, or spend money in better training for their employees, unless the sales revenue of the Mint goes down. Decreased sales is the only thing that will get their attention and that isn't going to happen with valuable assets like collector coins being the hot items they are these days. I see buying directly from the Mints is increasingly going to be a c**p shoot where you hope you get a problem free quality item. I hope I'm wrong.