So the buyback page on the Royal Mint says that they will email with a quote and instructions on how to mail it to them.

Bet the guy ignored those instructions.

Or thought that because both companies had ‘Royal’ in the name that they’re the same company?

Here’s the link so you can decide for yourselves:

https://www.royalmint.com/invest/sell-your-precious-metals/how-to-sell-your-gold/