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 have not gotten resolution on the damaged shipment of your grill. Unfortunately, I am unable to locate your order, so if you would please reply back to firstname.lastname@example.org I will personally ensure that your issues are resolved.
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.