Mercantila LLC Complaint - Beware Mercantila.com -- Buy From Them At Your Own Risk!!
SAN FRANCISCO, CALIFORNIA -- Mercantila.com is a company full of CROOKS!! They sent me a damaged product, and now are ignoring all of my requests for a refund. I've got $600 tied up in this damaged product until I get my money back. I've had to go so far as to initiate a dispute on the charge with my credit card company.
Here are some reviews of the company from Epinions.com:
Here is the complaint I filed with the BBB:
Filed against :
665 Chestnut St 3rd Fl
San Francisco CA 94133-2362
I ordered the Monterey platform bed from Mercantila sometime around March 10, 2008. I received the bed on 3/18, and immediately noticed that the bed was damaged. I contacted Mercantila that same day to let them know that my order was damaged. On 3/20, I was told to e-mail pictures of the damage to Mercantila, which I did. I then did not hear anything from the company until 3/27, despite several calls & e-mails to my customer service representative, Summer [snip]. On 3/27, Summer indicated that the bed would be picked up on 3/28 or 3/31, and that she would e-mail me a bill of lading for the shipment. Come end of day 3/28, I had received no e-mail from Summer, and had received no indication that the bed would be picked up on 3/31. Therefore, I made a call at 4:30 p.m. on 3/28 to find out whether my pick-up would happen on 3/31. As Summer could not be located, my call was directed to another customer service rep, Ruth. While Ruth was more helpful than Summer, she was unable to provide any sort of resolution. Her response was basically "so sorry, but it's now too late for pick-up to happen on 3/31." While I had Ruth on the phone, I asked her why Summer does such a poor job of responding to calls & e-mails. Ruth replied that Summer "is very busy." That was the best explanation she was able to give me. Is that supposed to make me feel better? I've had $600 tied up in a damaged bed for 4 weeks, but Summer's "very busy."
Anyway, after failing to deliver on the 3/31 pick-up, Summer [snip] basically dropped off the face of the earth. I have sent her at least 5 e-mails & voicemails since 3/31, to which I have received no response. I have also called the main line, only to be told that I need to work with Summer, as she is my assigned customer service rep. How can I work with someone who refuses to respond to me? While I think my experience with Mercantila is bad in and of itself, what is really worrying me is what I learned about Mercantila after I started having problems with them. I did some research on the company online after Summer quit responding to my requests, and as it turns out, this sort of run-around is pretty typical of Mercantila's dealings. Epinions is filled with pages of reviews written by bitter, angry ex-customers. There are many, many people who, like myself, have had an extremely hard time getting a refund out of the company. I think this borders on criminal behavior, as the company is essentially stealing from me at this point.
They are keeping my money against my will by refusing to acknowledge my repeated requests to return their damaged product. They surely do not deserve a rating of "satisfactory" from the BBB -- I was shocked to see that rating when I first logged onto BBB.com. Given what I saw on Epinions, I figured this company would be flagged as a bunch of crooks on the BBB website. The fact that they are not really surprises me. I think the reason Mercantila has gotten away with this behavior for so long is that they are smooth when it comes to playing the "it's in the works" card. They continually tell people "we're working on it," or "you'll get that in a few days," or "we'll get back to you shortly, you have our word." These are all empty promises, and I know this from what I've read from other customers, as well as from my own experience with the company. Once you start looking at Epinions.com, it becomes clear that there is a pattern. Mercantila plays the waiting game with customers, figuring that if they ignore someone long enough, eventually they'll give up and go away. It's completely unethical, and it borders on fraudulent. I have filed a dispute on the charge with my credit card company, so one way or another, I'm getting my money back. The only reason I took the time to write this complaint is because I think your rating should be changed for Mercantila. Consumers deserve to be warned about this company. ADDITIONAL DETAILS: Case is being handled by another organization: I've filed a credit card charge dispute
Your Desired Resolution:
I WANT MY MONEY BACK -- MERCANTILA IS ESSENTIALLY STEALING FROM ME BY REFUSING TO ACKNOWLEDGE MY REPEATED REQUESTS TO RETURN THIS BED. As a secondary concern, I want to get rid of this enormous, shoddy, damaged bed. It's taking up a ton of room in my apartment, and I don't even want it. However, I have no choice but to keep it until Mercantila gives me my money back. Insult to injury.