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Mercantila.com has problems with customer service. There is none.
Posted by RitaRita on 05/14/2010
Today I received a very strange email from Mercantile stating that my order has been delayed and would not ship until 2 weeks and then would take upwards of 7-10 business days to arrive. That would put this item to arrive say possibly mid-June say. Yet my c. c. was charge immediately after my order. This sent up RED FLAGS BIG TIME.

Seems once your order is placed this company can not be reached for any help for any reason. They say they have a phone number you can call but no one answers it. In fact they do not answer their phones, emails, or the like. It took me about 10 phone calls and constant demand to speak to someone before anyone got a supervisor on the line in the sales department.

I began researching and what I found was exactly what I suspected that this company has big issues they need to work and have been reported multiple times to the BBB and states attorney generals offices.

So I contacted my bank immediately to put an alert on my account and to watch for a refund which I requested immediately. My bank is now helping me with this problem and we are now waiting for a full refund.

Company also NEVER mentioned they have a 25% restocking fee anywhere on their website. Plus you pay for return to and from for item shipping plus........

So much buyer be aware this company is working a possible scam.
     
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Company is lying to consumers
Posted by Galaxy on 04/22/2010
I have worked for this company and know for a fact that they LIE to everyone that calls to order. The leaving of the warehouse times are completely "A LIE" If it says your item will leave out of the warehouse in 1 to 2 business days is a "LIE" you will either get your product in 6 to 8 weeks or "NEVER".
Meanwhile your money is sitting in there account collecting interest. And it will take at least a month if not longer to get back to your account. I'm telling you this company is the worst company I have ever worked for. Just complete LIES to each and every customer who places an order..! My suggestion is to order straight from the manufacturer not a company that LIES to the consumers about having warehouses that there products ship out of. They have one warehouse not 200..! And they order the items from the manufacturer they don't have them in stock!If you value your money and don't want to hand it over to crooks, do not order EVER from this company...!
     
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Charged Immediate 'in Stock' Product That Won't Ship For 92 Days. Attempted To Cancel 3 Times - Impossible To Get A Hold Of
Posted by TammyM on 03/18/2010
SAN FRANCISCO, CALIFORNIA -- When I placed my order online it was in stock. My card was charged. A few days later I get an e-mail that ship date was changed to 92 days past my order date! There is no way to e-mail this company directly. When I attempted to use the 'e-mail customer service' function on their site I get an error message and it does not go through. Every e-mail you get from them is a no-reply unmonitored address. They are definitely hiding from customers who they already took money from. Customer service to PLACE AN ORDER answers immediately but wants nothing to do with you and tells you to go back in cue to wait for their reps that handle orders in process. I have spent an hour and 15 minutes on a few separate occasions waiting and no one picks. I called back to the order department and explained what was happening and was called 'hon' and received the 'I can't help you' attitude. I was told they do have reps in the other department but I do not believe them. I asked to be directly connected and was told that was impossible. Have to wait in cue. I attempted to cancel my order THREE times on line. The first time I got an e-mail response that my cancellation would be processed in 1-2 business days as long as it had not shipped (HELLO). Received zero communication. Attempted cancellation two more times with no response at all. My order is still out there and they have my money.

As far as I'm concerned they stole my money for a product I will not even be in possession of for nearly three more months! I am beyond disgusted and can't believe they are allowed to get away with this. I WANT MY MONEY BACK NOW!!!
     
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Posted by momsey on 2010-03-18:
Dispute the charge with your credit card! Sounds like some shady business going on there. Most reputable companies won't charge you until they ship your product.
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Beware. Beware. Refunds On Canceled Orders Impossible To Get
Posted by Dch on 02/24/2010
I ordered a product shown on their site as "in stock, ready to ship" As soon as a completed the order and they billed my credit card for $950, I received an email saying the item was back-ordered 12 weeks. I promptly cancelled, all within minutes of my order, and all within the allowed company policy. I have been waiting 4 weeks for my refund and despite 6 phone calls, and 6 emails, I have nothing but empty promises and lame excuses.

NO one in a position to actually refund the money will return my phone call -- just a hapless email with an apology saying they will refund my money at some point.

DO NOT ORDER FROM THIS COMPANY
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Company Response on 02/26/2010:
Hello dch,

My name is Kelly. I oversee Customer Service at Mercantila. I sincerely apologize for the experience you had with Mercantila. I know you are frustrated, and I wish your concern had been resolved satisfactorily in a more timely manner.

Regarding your order, unfortunately I was unable to locate your order with the information in your review. Please contact me at escalations@mercantila-inc.com and I will personally manage this to resolution.

More broadly, I am working with my team to make many changes to improve our customer experience. Our priorities are ensuring we ship all products on-time, responding to customer inquires within 24 hours, on-shoring our call center, and providing our agents with better tools and training so they can assist customers with problems like yours much more quickly.

I look forward to hearing from you, and I hope you will accept my sincerest apologies on behalf of me and my entire team. We take your feedback very much to heart, and we are doing everything possible to ensure this does not happen again.

Thank you,
Kelly
     
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I was concerned, but my purchase went well
Posted by LennyLames on 01/14/2010
After reading several bad reviews, I was concerned about buying anything from this company. However, after shopping for weeks at local "brick and mortar" stores, I went ahead with my online purchase because:

1. Online prices were better, even without considering sales tax;
2. For the china/curio cabinet that I was looking for, there was no advantage to seeing and touching the actual item at a "brick and mortar" store since I had to order from their catalogs anyway;
3. Mercantila's curiocabinet-store.com had the item that I was looking for;
4. I'd get some level of protection from my credit card company.

ORDERING:
The web site stated that I could get delivery before Christmas, but it was not to be. I called the toll free number to ask how much assembly was required, and was told the units came fully assembled, and the price included delivery inside my house. I placed my order with the person that I was speaking with and she gave me an additional $35 off. This was on on Dec 17, 2009.

TIMELINESS AND NOTIFICATIONS:
I soon received an email to expect the item to be shipped out on January 27, 2010, over a month after the order was placed. My credit card was charged right away. I received email updates periodically, including the notification that the item had shipped from the warehouse. My order arrived at my house on January 13.

DELIVERY AND SETUP:
The local delivery contractor actually opened both boxes (one for the buffet, the other for the hutch) for inspection and helped me set the unit up, way beyond the specified "inside delivery." That was very helpful since the total shipping weight was over 580 pounds, and it would have been difficult for just my wife and me to lift the heavier, glass-laden hutch on top of the buffet. Although the delivery contractor is not employed by Mercantila, what he did was part of my total purchase experience. I gave him a good tip; substantially less than the delivery charges that some of the "brick and mortar" stores would have charged me.

My wife is very happy with the beautiful china cabinet, and it's in perfect condition. Now, I'm just left with cleaning and disposing of the packing materials.
     
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Mercantila - The Absolute Worst Online Company Yet!
Posted by JDobrin on 12/11/2009
SAN FRANCISCO, CALIFORNIA -- I WISH I had read the reviews of this company before I ordered my $950 AllerAir air purifier for my studio! I have been getting the run-around for WAAY too long and still do not have my air purifier!

I ordered on 11/30, was promised it no later than 12/8. After I received the email with the tracking number on 12/2, I noticed that it didn't even have my address on it! It was going to San Francisco, CA! I live in Santa Fe, NM!! I attempted to contact them numerous times through their online customer service, which is the only method of care they offered me. Three messages later, I still had not received an answer from them.

FINALLY, on 12/8, the day I was supposed to have received my air purifier, they sent me one of their "no-reply"emails stating there was a mistake made by the manufacturer and they had sent out the wrong item to me. SO, they claimed it had been REROUTED back to them! I didn't even know you could do that! Anyway, in that email they SWORE my air purifier would be shipped out to me on 12/10 and on that day I would receive ANOTHER email with tracking number and also they "promised the shipment would arrive to me no later than 12/12"!! NOT!

I just talked with their unhelpful, curt customer care representative and he said it wasn't their fault, it makes no difference that they say they ship Fed Ex but actually use UPS because it's FREE. He also told me that I would NOT be receiving my air purifier on Saturday, 12/12 as promised but actually not until NEXT FRIGGIN' TUESDAY!!

I have been waiting for this item to get here so I could finish up a series of paintings that were SUPPOSED to be in a pre-Christmas art show! NOW, I won't have the time to finish them because of their broken promises.

THIS IS THE WORST ONLINE COMPANY I'VE EVER HAD TO DEAL WITH! HORRIBLE CUSTOMER CARE, SHIPPING IS NOT AS PROMISED AND THEY OBVIOUSLY DO NOT HAVE THESE ITEMS IN STOCK AS THEY CLAIM TO.

BEWARE OF THIS SLEAZY COMPANY!!
     
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Horrible Experience
Posted by JMGRNEYZ on 07/21/2009
Hope this help someone,

March 2009 I ordered a curio cabinet after doing an online search. CuriocabinetStore.com is a sub-site for Mercantila, a quick search for complaints on the sub-site came up with nothing, there was no indication that it was actually Mercantila. My credit card was charged within 48 hours of placing my order & a confirmation email was sent within 72 hours, the email never mentioned Mercantila. It was only after 4 weeks, when I was emailed a tracking number that the name on the header of the email became the actual site I was dealing with. Promised a delivery within 2 weeks, I called the number to check on the status of my shipment & learn that the shipping company had no record of my name, address, or tracking number. I called Mercantila, later I receive another email notification with a different shipping company & a new tracking number. At this point I was well past the 3-4 week delivery promised on the original site. Another 2 weeks slips past, on the week promised I would be receiving my cabinet I receive an email saying my cabinet has been shipped. I call up & get a delivery date, which passed, no cabinet. I called Mercantila who had no idea where my cabinet was. I called the shipping company; who said my cabinet was received damaged. I pressed for a description of the damage & was told the back mirror was shattered & that they sent my cabinet back to the supply warehouse, the shipper promised a maximum turn around of 10 days. My card was now charged in full and I paid for a cabinet over 8 weeks ago. I finally had enough, I had my husband call Mercantila next, he got the same song & dance, they claimed that they had no record of the cabinet having been returned or damaged; they said we would receive another email after someone tracked my cabinet down. This is that email word for word: “The carrier had damaged the glass / mirror on this item, it was simple enough to get repaired, but they are still currently working on proccurring the correct piece from the vendor (the had a few similar items damaged in the same way and had a repair session last night, but they did not receive the correct piece from the vendor to repair your item). They can't give me an exact ETA but we should have the issue resolved soon, I apologize for the delay and lack of communication, when first received notification that one piece was damaged and would be repaired we did not expect it to have taken this long.”
I called my credit card, explaining it was almost 13 weeks &I have not received the cabinet or even an ETA for the damaged one. I disputed the charge & the card company gave us the credit back; we ordered a cabinet on another site. To pay for something & learn 3months later that it was damaged & that a bunch of guys have a “repair night” doesn’t sit well with me, truthfully I wouldn’t believe a word Mercantila says. After canceling my order with Mercantila they had the nerve to try to deliver my cabinet, making me refuse the item. My advice: make sure the site you are dealing with is not a “store front” for Mercantila, make sure it is a BBB backed company (note: Mercantila’s site does not have the BBB seal). If you have placed an order with Mercantila expect lengthy delays, a lack of customer support & misguided information.
Read Company Response
Company Response on 11/24/2009:
Hello,

My name is Kelly, a Customer Service Manager at Mercantila. I sincerely apologize for the experience that you have had with Mercantila. I know that you are frustrated and I wish that it could have been resolved in a more timely manner. We are making many changes to create an improved customer experience, including ensuring we ship all products on-time, respond to customer inquires within 24 hours, on-shoring our call center and providing them with tools and training to help customers such as yourself.

Regarding your order, I am very sorry that you have not gotten resolution on the damaged shipment. Unfortunately, I am unable to locate your order, so if you would please reply back to escalations@mercantila-inc.com I will personally ensure that your issues are resolved.

I hope that you will accept our sincerest apologies. We are doing everything possible to ensure that this does not happen again. We appreciate the feedback so we can address these issues and move forward.

Thank you,

Kelly
     
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Posted by Anonymous on 2009-07-21:
You might want to consider alerting your credit card company right now, to protect your right of a chargeback.
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Do Not Ever Order From Them!!!
Posted by Macpatty on 05/20/2009
I ordered a loft bed ($1400) that was suppose to ship out within 3-7 days and included free shipping with in-home set-up. I waited 6 weeks and the bed finally arrived today; however, I was told there was no in-home set-up. During the course of this entire mess I called customer service 5 times but was never given any answers with regards to my order. I was told they had no way to track my order - even though they were somehow able to take my money!! Customer service reps will NEVER put you through to a supervisor (she is always in a meeting) or cooperate manager (he has no voice mail or email that allows him to receive messages!!?).

I have filed a complaint with the BBB but please do yourself a favor and do not order from this company.
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Company Response on 11/24/2009:
Hello,

My name is Kelly, a Customer Service Manager at Mercantila. I sincerely apologize for the experience that you have had with Mercantila. I know that you are frustrated and I wish that it could have been resolved in a more timely manner. We are making many changes to create an improved customer experience, including ensuring we ship all products on-time, respond to customer inquires within 24 hours, on-shoring our call center and providing them with tools and training to help customers such as yourself.

I'm truly sorry that you've had a bad experience with Mercantila, but I'd love a chance to hear about what went wrong with your order so that I can prevent it from happening to other customers. If you would, please reply back to escalations@mercantila-inc.com with any information you wish to provide, and I'll do whatever I can to help resolve or address your concerns.

I hope that you will accept our sincerest apologies. We are doing everything possible to ensure that this does not happen again. We appreciate the feedback so we can address these issues and move forward.

Thank you,

Kelly
     
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Fraudulent Company Strikes Again
Posted by Cabo Verde on 05/06/2009
I purchased a Lea Bunk bed from Mercantila one month and about five days ago and paid over $1200 for this bed, listed as Lea Industries Deer Run Bunk Bed my order number. The company advertised that the bed included free shipping, inside delivery, set up and trash removal. I have been calling them since last week probably about ten times because the shipping co reported they did not list this order as a set up order and could only deliver to my home with no set-up.
Now I get a call today from Mercantila that there set up is only free for 30 minutes and it will take 3 to 3 1/2 hours to set up the bed. They want me to pay $20.00 every half and hour for the set up. They also reported that this advertisement for free set up had been discontinued. However, if you go the web site bunkbeds-store.com you will see that it is still being advertised the same way, which is false advertisement. I explained to the Supervisor Angela Crosier at 415-268-4700 that when you have set up included in an order you must specify that the maximum time for set up is a 1/2 hour.

I ordered a Lea Dear Run Bunk Bed Twin/full with a trundle with an additional twin bed that pulls out like a drawer. Now tell me what bunk bed like this do you know takes 1/2 hour for set up. It is clearly false advertisement and I also plan to take this to the Attorney Generals Office. I asked to cancel the order and they are now telling me that I have to wait for them to receive the bed before I can get my money. The bed is with the shipping company and I can't contact Mercantila Corporate Office because no one has the phone number.

They give you these numbers 1800-718-1710 and 1-415-268-4700 but these numbers belong to a company that handles there call center and returns. Don't even think about ordering from this company they are horrible!!!!
Read Company Response
Company Response on 11/24/2009:
Hello,

My name is Kelly, a Customer Service Manager at Mercantila. I sincerely apologize for the experience that you have had with Mercantila. I know that you are frustrated and I wish that it could have been resolved in a more timely manner. We are making many changes to create an improved customer experience, including ensuring we ship all products on-time, respond to customer inquires within 24 hours, on-shoring our call center and providing them with tools and training to help customers such as yourself.

Regarding your order, I'm truly sorry that your requests for information went unanswered. Hopefully you've received your items by now, but I encourage you to reply back to escalations@mercantila-inc.com and provide some more details about your experience so we can figure out what went wrong with your order and prevent it from happening to other customers.

I hope that you will accept our sincerest apologies. We are doing everything possible to ensure that this does not happen again. We appreciate the feedback so we can address these issues and move forward.

Thank you,

Kelly

     
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A Scam Or A Very Poorly Run Company
Posted by Rose5cats on 07/27/2008
Mercantila appears to be either a scam or a very poorly run company. I ordered a $1400 treadmill from the Treadmill Store. I received a phone call from a woman a few days later who tried to sell me a service agreement. I declined it. After that call I could never reach anyone again regarding my order either by email or telephone. I never received the treadmill. After 25 days, I filed a dispute with my credit card company. Stay away from any of Mercantila web sites.

I suspect the few good reviews posted here are posted by Mercantila.

Update: 8/10/08: After a month and no response from Mercantila, the treadmill was delivered to me. The Lifespan TR-2000 treadmill is a very fine product. The delivery service was excellent. It is too bad that Mercantila Customer Support does not respond to its customers. Moreover, Mercantila (i.e., on the Treadmill Superstore website)provides a telephone number and email address for customer support, however, it does not respond to either. So after a few weeks, a customer will assume the company is pulling a scam. Although I love the treadmill, I would never knowingly buy another product from Mercantila given their lack of customer support.
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Company Response on 11/24/2009:
Hello,

My name is Kelly, a Customer Service Manager at Mercantila. I sincerely apologize for the experience that you have had with Mercantila. I know that you are frustrated and I wish that it could have been resolved in a more timely manner. We are making many changes to create an improved customer experience, including ensuring we ship all products on-time, respond to customer inquires within 24 hours, on-shoring our call center and providing them with tools and training to help customers such as yourself.

Regarding your order, I'm truly sorry that your requests for information went unanswered. Hopefully you've received your items by now, but I encourage you to reply back to escalations@mercantila-inc.com and provide some more details about your experience so we can figure out what went wrong with your order and prevent it from happening to other customers.

I hope that you will accept our sincerest apologies. We are doing everything possible to ensure that this does not happen again. We appreciate the feedback so we can address these issues and move forward.

Thank you,

Kelly

     
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Posted by tr1athlete on 2008-12-08:
I had an identical experience (12/8/2008). I'll start by saying I just received a refund from both Mercantila, and a company called ICON UTS that does their "service plans".

Mercantila is either a scam, and they'll take your money if you don't fight them for it, or, just a very poorly run company. Either way, spend your money elsewhere.

I ordered a $1400 Bowflex Series 7 treadmill. Their website said it would ship within 1-day, and the ICON UTS rep told me I'd have it within 10-14 days. After 30-days I hadn't received it, or any communication from the company. Their website Order Status showed they had (1) charged my card immediately, and (2) not yet shipped the product.

I tried calling the company several times. The general procedure goes like this: you get transfered a couple of times by people who say somebody in a different department handles that, and after sitting on hold for about 30-minutes you'll get a message like this, "Mercantila no longer provides phone support for current orders."

You can submit a web request to cancel the order, but I never got any reply from those.

I eventually sent a registered letter to the company office in California, retained a lawyer, and gave Mercantila a date by which they needed to cancel my order and refund my money.

Shortly after I started calling and sending cancel requests from their website, the Bowflex Series 7 was removed from their website.

Mercantila eventually sent me an email saying, "We're sorry the Series 7 has been discontinued," and that they were refunding my money.

By the way, the California BBB has revoked Mercantila's accredidation due to unresolved customer complaints. Here's the BBB link:

http://goldengate.bbb.org/WWWRoot/Report.aspx?site=99&bbb=1116&firm=50748

I would stay away at all costs.

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