Mercantila Complaint - Stay away from this company
SAN FRANCISCO, CALIFORNIA -- I ordered a futon frame through Mercantila on Sept 25th. I received a confirmation email and a shipping date of October 13th. That came and went. I was given another shipping date. That date came and went with noi follow up. After numerous calls and email requests. I canceled the order and contacted the California BBB and CA Attorney General. I did this based on the experiences of others who have had similar experience with this company. Today I have received my refund a day after the CA BBB contacted me and stated they had forwarded my complaint to Mercatila.
Do not let this company push you around. Get the BBB involved and the CA Attorney General office involved. That seems to be the only way they will listen and for you to get resolution.
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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