Mercantila Complaint - Mercantila-horrible service that doesn't deliver products
665 CHESTNUT STREET, SAN FRANCISCO, CALIFORNIA -- As the other review stated, we got the same runaround from Mercantila. We ordered and they charged our Visa on May 28th. Early July we start calling them. After three lengthy phone calls in which they said they were trying to track our order, we finally cancelled the order. Who in this day and age cannot track an order that goes through a reputable shipper? Unless you ship via US Postal, most things these days are trackable. I would avoid this company like the plague, its a complete waste of your time and money. We are still awaiting our credit and have filed a complaint with our credit card company.
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, unfortunately it appears that the refund process failed. Please contact me at email@example.com and I will personally manage this to resolution.
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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