Mercantila Complaint - Horrible Experience - CurioCabinetstore.com aka Mercantila "store-front"
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.