Mercantila Complaint - Dishonest Approach to Business
CALIFORNIA -- I have been trying to deal with Mercantila since March 19, 2008. Ordered a bed and was billed to my account on March 21, 2008. Since then, it has been a nightmare. Originally, I was told it would be 10 to 20 days for delivery. OK. After 20 days it has been just one story after another as to WHY my bed hasn't shipped. Then after many phone calls, I am informed that it has shipped on April 18th...Yeah!! Then they send a tracking number "STAR" -- which is NOT a tracking #. Okay -- the run around now starts. I have tried to call - left messages for - or talked to at least 8 different people.
Names like: [snip] and many more I just didn't bother writing down because all I would get is a Voice Mail machine.
Then I was told by Frank that it had not shipped on April 18th at all. Mind you, this is now 3 weeks later after many phone calls. Now it will ship FOR SURE May 12th. Okay -- still being patient (or stupid)and he would get back to me with the elusive Tracking #. No dice. Called again May 19th -- and got another "boss" who I told I want to cancel order and a refund -- who then told me he would call me back.
So, two months after I ordered this bed -- I still have had no satisfaction from Mercantila.
I called American Express - who Mercantila charged my account two months ago - and I had already paid the amount -- and within about 3 minutes they are crediting my account and going after Mercantila with my dispute. Yeah American Express!!!
This has been the worst experience of my life in dealing with an internet company.
My last word -- BEWARE of wolves in sheep's clothing...and promises NEVER kept.
Company Response on 11/24/2009:
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 email@example.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.
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