Company Response on 02/22/2010:
My name is Kelly. I oversee Customer Service at Mercantila. I sincerely apologize for the experience you had with Mercantila. I know you are frustrated, and I wish your concern had been resolved satisfactorily in a more timely manner.
In regards to your order, obviously there were a number of issues that were not resolved in an appropriate manner. Please contact me at email@example.com so I can review your order and ensure we reach resolution to your satisfaction. I will personally manage all open issues, including ensuring that your refund has been issued.
More broadly, I am working with my team to make many changes to improve our customer experience. Our priorities are ensuring we ship all products on-time, responding to customer inquires within 24 hours, on-shoring our call center, and providing our agents with better tools and training so they can assist customers with problems like yours much more quickly.
I look forward to hearing from you, and I hope you will accept my sincerest apologies on behalf of me and my entire team. We take your feedback very much to heart, and we are doing everything possible to ensure this does not happen again.