Dylan
Customer service missed the mark…
I’ve ordered from DTG multiple times and their prices are consistently competitive, often the best I’ve found for Goldbacks and fractional silver. Inventory on gold is limited, though. My most recent preorder (Idaho Goldbacks) was disappointing. I called after placing the order to upgrade to 1–2 day shipping and paid $32 for it. I was assured the change was noted. On shipment, it went out with standard 7 day shipping instead. Customer service responded quickly but offered no explanation or apology, just a refund of the shipping fee. I’ll likely order again and still recommend them for pricing, but the customer service here missed the mark.
Response from defythegrid.comMar 27, 2026
Thank you for your continued support and for taking the time to share this detailed feedback—we truly appreciate it. We’re glad to hear you’ve consistently found value in our pricing, especially on Goldbacks and fractional silver. That said, we’re sorry this most recent experience didn’t meet expectations. After looking into this, we identified that your request to upgrade shipping was handled incorrectly on our end. This was a situation we hadn’t encountered before, and we didn’t yet have a clear internal process in place—which led to the mistake. That’s not an excuse, but it is something we’re actively fixing so it doesn’t happen again. While we’re glad the shipping fee was refunded promptly, you’re absolutely right that you should have also received a clear explanation and a more thoughtful response. We appreciate your honest feedback and your willingness to continue recommending us. We’re using this as an opportunity to improve and better serve you moving forward. – DTG Team