Regal Castings Regal Bullion - Mount Eden

Trevor and Kristof are good to deal with, no issues. I'll keep dealing with them as they are better than others in Auckland.

Regal Bullion were really helpful in my purchase of bullion. The price quote was fast, and delivery made right after payment. Highly recommend the team at Regal Bullion. Thank you!

Shocking service. Never going back! I have been buying both gold and silver from regal for the last 7 years. In fact my first ever perth mint bar was purchased from regal. I went in a month ago to liquidate 15 kgs of silver. Was given a price and made to wait for an hour all up. I asked them for proof of the bank transfer which they gave me and I received the payment 3 hours later. Today I went in just after midday to sell a further 8 kgs of silver. They told me that they will process they payment and I will get it within a few hours. so I was assuming I should have got the payment back by 4 pm at the latest. I ring them around 4 pm and Christoff the rep says they haven't processed the payment yet because the manager was "BUSY". I was quite pissed off so I told him to cancel the order as I will be picking up my silver to sell it elsewhere I drive all the way from mount wellington to pick it up from regal in mount eden. The manager was confronting and not a least bit apologetic. I was extremely furious at the lack of customer service. He was quite happy at having an argument with my chosen method of wanting to be paid. He told me I could have asked for cash, I could have done this and that etc etc. Towards the end I just wanted to leave in utter disgust because he kept rambling on how I should understand that he was busy?? Last time I checked I was the customer. I told him on my way out that "You've just lost me as a customer"' and his reply was "You never were our customer" because the 15 kgs Silver I sold to regal last month were Morris and Watson bars. So the incompetent manager forgot that I have been buying gold and silver off regal for the last 7 years If you are thinking of buying or selling DO NOT GO TO REGAL. You will be made to wait for an hour and get top class service like I got today. On the other note I rang up New Zealand Gold Merchants in Onehunga straight after I left. Richard spoke to me and said that they close at 430 pm but they will wait till I come over just for me. That is what customers are looking for GOOD service! Even if I get a bad price I will take my money to NZ gold merchants or any other bullion dealer. But never Regal.

So difficult to get any help and guidiance, just referred back to an unhelpful website. Compounded by unexplained pricing when trying to order wire. The 1 star is for the 30% price difference on tools on their shelf, vs what they charge you, because they hadn't changed the shelf price to the new one. Not a positive experience, but stuck with them as they don't have any real competition. Which probably explains the lack of customer care.

I've dealt with this company twice and both times received shocking customer service and professional incompetence. My first enquiry was during lockdown and was for a quote for a number of fabricated metal materials, as their website has no prices for these items. Vanessa replied to me after lockdown ended a few weeks later, but said she had my order ready (everything cut to size), even though I had only asked for a quote. I'd already ordered from overseas at this stage as I hadn't received a reply for weeks. She was very abrupt with me after I said I had only asked for a quote, but she said it's OK if I don't want to go ahead with the sale because she can sell everything on to other customers. So I didn't go through with the order. This seems to have resulted in my email address being blacklisted, as every communication I've sent to Regal since then has come back to me with a message that my address is blacklisted (and still is, after two enquiries via their customer contact form to have it removed from their blacklist, to which I never received replies). Then this month I needed some gold wire on short notice so decided to order from them. I ordered 3 grams of half-round profile gold wire. After receiving my order I was annoyed to find they'd sent and charged me for 3.7 grams, well outside a reasonable margin of error as this stuff isn't cheap (from overseas I ordered 3 grams and got 3.01 grams). But more worryingly the half-round profile shape was not the semi-circle shape advertised on their website, having instead the edges strongly bevelled, making it useless for my intended application. I contacted Vanessa again about returning the gold wire, and was told there'd be a restocking fee. I had to send 3 emails asking how much that would be before I finally got a reply... 20% of the item's value (which would come to $40). When I asked why I should pay a restocking fee when the product was not as advertised, she ignored this and told me they will have to throw it out as it was made to order, which I don't believe as she told me earlier that they'll have no problem selling such items on, and why couldn't they sell it on to the next customer ordering 3 grams or less, if it's returned in mint condition? This seems like just an excuse to deflect the question of liability back at me, as they're determined not to accept responsibility for the product being "not as advertised". According to Consumer NZ and the Fair Trading Act it is illegal to charge a restocking fee without notification before sale. Nowhere is a restocking fee mentioned on their website or any communications. I gave this company more than a few tries, keeping my calm and being polite despite the shocking incompetence and rudeness at every step of this saga, but it's clear to me now that they have no respect for their customers and will go to any length to get a few more dollars out of them rather than admit responsibility for their own errors. I will be ordering from overseas in the future.

Regal castings are one of the best companies I patronize. They have an impressive range and I always appreciate their friendly and professional attitude.

70$ for a chopped off smelting crucible, re weld in a interesting way with a thicker handle because according to them, they got complaints that was bouncing when filled up with metal, wich is fair enough, but it does not look safe or well finished to justify such a charge. And after a brief chat on the phone they didn't even proposed a substitution or a refund. I'm honestly not impressed at all. 1st picture is the smelting ladle as it is on their site. The following is what i received.

Massive thank you to Rory who was so so incredibly helpful, kind and lovely to deal with. Patiently and happily answered all of my (probably annoying) questions and made me feel like I wasn't complete jewellery idiot. Really appreciate it.