Mercantila Compliment - Pleasantly Surprised
SAN FRANCISCO, CALIFORNIA -- I went into my decision to purchase from this company with a great deal of trepidation and low expectations due to all the negative reviews I had read(on many sites). They definitely had the best price on-line for the furniture I wanted to purchase, but would it be worth the hassle I was told would ensue if I went ahead? I decided that having been in the furniture business myself at one time, I would give them the benefit of the doubt, talk to a representative via phone, and go from there. Every time I called, I was treated courteously, my questions were answered directly and satisfactorily. Although I DO dislike all the "oh, yes, we can give you an extra discount today only, or because you live in such and such a state, etc." It all seems a bit silly now that consumers are so well informed--(just give me the bottom line--how much is it going to cost me, and just get on with it already) to be playing that game, but I DID get a great price)
I ended up ordering on-line rather than by phone, because I intended to pay via PayPal and evidently PayPal doesn't allow them to give additional discounts by phone, so the associate told me to Google coupons for the store on-line and I could use the code for the same discount. I did that, and it worked perfectly. I received 4 e-mails the same day acknowledging the order and giving me updates. I was told all my items (the loft bed, a desk chair, storage locker, and media console) would ship by October 21 with an expected delivery date of around October 25--my order was placed on October 13. My next update said my order shipped on October 15 and I was given a tracking # to follow the progress (the company is called Ceva). My order arrived in town on October 18 and I was contacted by the shipping company on October 20. Delivery was scheduled for October 21--with a delivery window of between 10-2. At 1:45 the delivery truck pulled in my driveway. The deliverymen were very courteous and helpful. They were careful and professional in the way they brought in the boxes and placed them gently on sheets so that my wood floors would not be harmed and waited patiently while I opened 5 boxes to check for any immediately evident damage.
All pieces were fine with the exception of the desk chair, which was missing both instructions and parts. I e-mailed Mercantila customer support Sat. Oct. 23 asking if they could e-mail or fax me an instruction sheet and/or parts photos so I could tell them what needed replacement and received a reply several hours later saying that they would call Powell (the furniture manufacturer) on Monday, Oct. 25 and ask that they send a complete parts package to make sure nothing would be missed. The customer support associate said if they refused to do that, that they would go to plan B to make sure I was satisfied and got the parts needed.
Although my experience is not totally completed, I do feel that if I have been treated fairly (and more) so far, that I could go ahead and be comfortable leaving a positive review. Nothing in this life is guaranteed, so I can't say that any future dealings will be satisfactory, but I am very happy with this particular experience.
I was told by one of the company reps that I spoke with that the company changed ownership not long ago, so perhaps this will bring about some needed improvements.
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