Mercantila Complaint - Worst On-line Experience Ever!
DOVER, MASSACHUSETTS -- BEWARE!!! I bought a Hayward AquaBug from Mercantila. They had the best price and now I know why. Their website states they have a Satisfaction Guarantee. Completely false. The AquaBug was a huge mistake!! The idea sounds great, but the quality of the product is horrible. If even the slightest piece of debris gets caught inside, the thing stops moving and just sits on the bottom of your pool. I put it in my pool and it stopped working after 15 min. I called Hayward who told me to stick a finger in the cleaner to un-jam the turbine, which I did. Great - it worked ... for about another 15 min!!! So I did that a couple of times and then realized that it was ridiculous. You buy a cleaner to save yourself work, not to add to it!
So I call Mercantila to return the product and they give me this long spiel about how my five days were up, that they would send the product back to the manufacturer and that IF found defective they would replace it. NO! It's not my single cleaner that is defective, it's the way it is designed that is defective! They said that their hands were tied and that I would have gotten my money back only if I hadn't put the cleaner in the water. How am I supposed to know if it works without putting it in the water??
They have the worst customer service I have ever had the misfortune to cross paths with. BEWARE! DO NOT BUY FROM THEM!
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.
Regarding your order, I am very sorry that you received a defective product. We want to ensure you are delighted with your experience. Please contact me at firstname.lastname@example.org so I can review your order and ensure we reach resolution to your satisfaction.
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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