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The good, the bad, and the ugly - discover what customers are saying about Mercantila.com

Welcome to our customer reviews and complaints page for Mercantila.com. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with Mercantila.com.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used Mercantila.com's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with Mercantila.com, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with Mercantila.com. Your feedback is an important part of our community and will help others make informed decisions.

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5:06 pm EDT

Mercantila.com Stay away from this one

Placed order on December 30th. One week later and after several e-mails and phone calls, I still do not have any shipping/tracking information. They charged my credit card the very same day the order was placed. Their customer service department seems to be based offshore, probably India or Pakistan. Stay away from this company. They have a great web site, very nice and professional looking. I purchased an inversion table from one of their daughter companies, http://www.inversion-table-direct.com. I am disputing the charges with the credit card company. They operate several other companies, all going back to mercantila.com, beware, stay away from this one.

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mazzdjohn
, US
Oct 07, 2011 7:09 pm EDT

Home bar purchased online and received it with cracked granite top. replacement effort is in its5th Month and I was told it would not be replaced before Jan 25, 2010. Correspondence is not answered, totally frustrating to contact them. I will NEVER buy anything from these folks again nor do I receommend anyone go through what I have in dealing with this company.

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Lawrine
, US
Jul 07, 2010 9:58 am EDT

I placed an order for a table costing me over $500. I never heard regarding shipping. I called 3 different times. Finally they told me it wasn't in stock and they would refund my money. To this day, it has not been refunded. Luckily I put it on my Amex. Amex will take care of it for me. Bad customer service. Hard to get through to a billing department. Very disappointed. Won't order from them again.

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Abxazz
, US
May 06, 2010 3:24 pm EDT

DO NOT BUY FROM THIS COMPANY I tried to buy equipment from this company. I placed an order for over $3, 000.00. I was told it would be shipped in 7-10 days. No problem right? Wrong. I was told after 10 days that they can no longer get this product and I could have a refund of my money. It has been 37 days and I still do not have my money. This is the worst company I have ever seen. I will never do business with these people again!

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Parigo
, US
Apr 13, 2010 6:49 pm EDT

Buyer beware is an understatement. this business are total crooks and dont get me started on the customer service staff. they lie to get you off their line. they dont return calls and they hold your money hostage and never deliver the goods. worst experience ever. DO NOT I REAPEAT DO NOT BUY FROM THESE GUYS OR ANY OTHER SITE RAN BY MERCANTILA THEY ARE CROOKED..!

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Bareven
, US
Apr 12, 2010 1:59 pm EDT

I ordered a bunk bed from Mercantila. The wood was damaged. After hearing all that required I fixed this myself. The bunkbed was to come with 2 free mattresses of which I only recieved one. Many phone calls and e-mails later I was given the run-around. The second mattress has never arrived, and i am sure never will. THIS COMPANY IS A FRAUD!

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Rivvi
, US
Jan 26, 2010 1:46 pm EST

This company will not contact you or will lie to you about following up on your missing merchandise. I have reported my experience to law enforcement and stop payment, vendor dispute with credit card company. Mercantila apparently is a labyrinth of DBAs including: The Internet Superstore, DriveSPEED Designs, The Brown Box, Red Carpet Shopping and who knows what else. Do yourself a big favor and do not buy from this entity.

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Walter
, US
Aug 05, 2009 7:05 pm EDT

2 weeks after placing order, was told that no ship-date could be determined.
Cancelled order, was told 3 days needed to process cancellation. Still have not received confirmation.
Do not eeven thisnk about ordering from this outfit dba Trampoline Superstore.

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Mercantila
San Francisco, US
Feb 03, 2010 11:13 pm EST

Hello Rivvi,

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.

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 escalations@mercantila-inc.com with any information you wish to provide, and I'll do whatever I can to help resolve or address your concerns.

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.

Thank you,
Kelly

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5:25 pm EST
Resolved
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Mercantila.com Merchantila has been the worst customer service experience i have ever been through

Merchantila has been the worst customer service experience i have ever been through. first, their website advertised a table & chair set as "in stock". yet after 1 week of waiting we only rec'd a table and was told "the chairs were being delivered seperately". that was a lie. a week later we were finally told that the chairs were discontinued and that they could not get us them. i was furious at the fact that: 1) they advertised the set was "in stock" and 2) they would only ship the table knowing they had no chairs! we have tried many call to merchantilar trying to return the table. however, we have not received a response from merchantila and our calls go to people who say "they can not help me". reading reviews here, i am not alone. what a horrible company! if you buy something from them, pray it is is descent shape or you are out of luck!

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Mercantila
San Francisco, US
Mar 12, 2010 5:32 pm EST

Hello Akremmo,

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.

Regarding your order, I am very sorry that you have not gotten resolution and confirmation of your cancellation. If you would please reply back to escalations@mercantila-inc.com I will personally ensure that your refund is completed and your issues are resolved.

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.

Thank you,
Kelly

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6:18 pm EST
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Mercantila.com Scam artists!!

I ordered two "Oakland Living Mississippi Bar Stool Set of 2 - Fast FREE FedEx Shipping!" at a 'sale' price of $361.59. (In other words, I ordered four chairs total). My credit card was charged immediately, but I did receive one box of two chairs a week or so later. Upon opening that box, one of the cast metal chair sides had a broken leg. I have called (at least four times), attempted to contact someone via email, and have emailed pictures of the broken chair as well as have asked for the second box of my order to be sent. NOTHING has been done, although I have been told repeatedly that someone would be contacting me - usually 'tomorrow'. My credit card company has refunded me 1/2 of my original charge after I filed a dispute, and has agreed to refund the remainder to me after I document to them that I have returned the set of two I did receive.
Basically, I got one usable chair, paid for four, and now will be out of pocket for the cost of returning two heavy cast aluminum chairs from the East Coast to California! This company should not be allowed to operate any Internet sales.

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TheBroke
Boise, US
Jan 22, 2010 2:09 pm EST

I've purchased two things now from Mercantila. The first was a coffee table. Was a smooth transaction, the box it came in was beat up so bad that I could see into the box. Luckily nothing was damaged, so i built it and it works fine, a little bent, but works fine.

Now, onto the issue. I found a table I wanted to purchase, the website didn't state the dimensions, so I called and doubled checked that everything on the website was correct. The lady I spoke with confirmed dimensions and price, so I placed the online order. I gave plenty of time for the table to arrive before christmas time, as I was expecting a full house, and needed the larger table. It was processed through their system, and eventually I get a tracking number. The box arrives on 12/20/09, and it's two random stools. The shipping lable had the correct order number, but the packing item was not correct.. I contacted the company, who said I had to file an issue via the website. I contacted Fed-Ex and refused the packed, so they picked it up and sent it back to sender. I waited 48hrs and no response, so I called Mercantila again. They said they would have the appropriate person e-mail me back. I asked to speak with someone but they said it was not possible, that they will only communicate via e-mail. So about 2hrs later I got an e-mail saying that They will either credit me back $150 and I could keep the chairs (Which I had told them were already on their way back, had even given them the return order #), pay them $400 more to get the table I actually ordered, or get a refund. I was fine with the refund, but I really needed the table for the company I was going to have. I didn't want the refund, I wanted the table I ordered on their website, which I had confirmed with them was correct. I will not do business again with them, which is a shame, as the coffee table I purchased was a great price.

Their ticketing system is miserable, no way to talk to the actual seller, and response time is not what they state (24hrs)

I've submitted a complaint with the BBB, CASE#: [protected]. I've gotten two responses from them, both the exact same.

I've also submitted a report with the Federal Bureau of Investigation reguarding internet fraud, more specifically the bate-and-switch.

I've yet to get any response where they are willing to solve the issue.

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Brian123
, US
Jun 22, 2011 11:26 am EDT

I ordered a Wolf Latex plush Futon Mattress, and it claimed to have a foam core and the picture and description showed it and stated it. However, when I received the product, it was under-stuffed with cotton or fiber and did not have any visible foam in the mattress, which cost me ~$320 on my credit card. After further inspection, I did find some foam in the mattress, but it is thin and not prominent like shown on the website. The mattress, after only two weeks, has flattened and hurt my back as well as my wife's. Once I inspected the product and made the discovery that the product I received did not conform to the product described on their website, I spoke to a customer service agent. The result was the company would not refund my money to-date. Supposedly, they have a 30 day money back guarantee, but their policy is not to allow returns on mattresses. I wish I had known that up-front, but the writing was hidden through various links. I felt totally ripped off! DON'T WASTE YOUR TIME AND MONEY BUYING THROUGH MERCANTILA.COM . Even if you have to pay more money, go through a more reputable web merchant, you might pay a bit more, but you'll get what you ordered and have less of a headache. This company has a C+ rating with the BETTER BUSINESS BUREAU with 971 complaints, last time I checked. Additionally, I created a negative product review and tried to post-it, but apparently, they are only posting up positive reviews on their site for this product. SO, BEWARE.

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Starij
, US
Jan 08, 2010 10:35 am EST

Recently ordered recumbent bike; delivered by fed-ex without my signature. I returned it next day as it was an obviously used bike (scratches on part I saw and carton indicated damage. I didn't remove from carton, wrote a letter attached to package and sent it back through fed-ex the next day. According to Art-(staff member) It was received at a Georgia distribution plant. They never sent an order confirmation. I couldn't use their site to send messages. I rarely could talk to a real person except Art. Every barrier was put up to prevent them from sending refund. They are a fraudulent company. Don't order anything from this company. I spent hours on wait to get to talk to someone.

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Dallen
, US
Apr 07, 2010 12:49 pm EDT

This has been the WORST buying experience I have EVER experienced. I purchased two seperate items and after 45 days still had not received them. After REPEATED phone calls and Emails, I still was told nothing. I cancelled both transactions and then after a week and a half later, had to threaten to call PayPal and BBB before I received one of the refunds. After two weeks of cancelling and not receiving the second refund, I filed a claim through PayPal on a Friday; Monday I had my refund via PayPal. Thank goodness I had paid for the items through PayPal.

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BurnME
, US
Dec 09, 2009 2:52 pm EST

Mercatila.com is an online retailer for many products. They do not stand behind their 110% price guarantee. Do not let them fool you with their apparent customer service. I attempted to cancel my purchase one day after placing the order and they didn't respond for four days. Once they called me back they told me the shipment went out the day prior so it was too late to cancel. They said if I refused the order they would still charge me the shipping costs even though shipping was free for the item bought.

In attempting to get the price match guarantee (found for $70 less from another online retailer), they never returned my calls nor responded to my emails.

STAY AWAY from this retailer - I've found more dependable people on Ebay!

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Glasgren
, US
Jun 24, 2010 8:03 am EDT

I order a trampoline from one company. The order was placed with Mercantila. It was ordered on the 5th of June. Delivery date was the 17th of July, 5 weeks yet they took the money out of the account immeditaely.Tried for 2 days to cancel the order. There web page where they send you will not work and you cannot reach them on the phone. After 2 days of being on hold for over an hour I was told that I could cancel and it would take 3 to 4 business days to put the money back in my account which was taken out weeks before the product shipped. DO NOT DO BUSINESS with this company they are a huge rip off!

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Mero
, US
Feb 04, 2010 1:33 pm EST

I purchased a Bed based upon the picture they had posted on the website. It turns out they had the incorrect stock number associated with that picture. Of course I received the wrong bed, not to mention I have not received the remainder of the order--which is fine because I am having extreme difficulty getting them to take back the incorrect bed and it would just be more items I would have to send back. fDo not buy from this company--fraudulent in my opinion. I now have the wrong bed boxed up and waiting waiting waiting to be sent back. I have to get an authorization before I can send back.

They will not communicate or if they do, they send a stupid response. Warning---do not buy from this company. The only recourse you will have is if you bought with a credit card and you dispute the charge--which is another hassle.

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Ravero
, US
Jan 11, 2010 10:16 am EST

Watch out, consumers! If there was ever a company that defined "scam artists, " it's Mercantila.

Back in March 2017 I ordered a platform bed from them. It arrived with a cracked headboard & footboard. Took me THREE MONTHS to get my money back & to get the piece of crap bed out of my house (do you know what it's like to have to store a damaged queen-sized bed in an apartment? It was almost worse than being out $600!)

Literally the MOST AGGRAVATING EXPERIENCE of my entire life. Absolutely not worth it, and I will NEVER shop with them again. In fact, I have made it a point to tell anyone who will listen NOT TO SHOP WITH MERCANTILA.

The unfortunate part is that Mercantila is basically a shell company operating a lot of smaller, targeted websites. I purchased from the Platform Bed Superstore, and had no idea I was purchasing from Mercantila until it was too late. HOW DOES A COMPANY GET AWAY WITH THIS BEHAVIOR FOR FIVE YEARS? Well, if it's Mercantila, they do it by operating these smaller websites. If you were to research the Platform Bed Superstore, for example, I am certain you'd find no poor reviews. It makes them almost impervious to all of these terrible reviews, because someone who is about to make a purchase will not necessarily know that they are dealing with Mercantila until AFTER they buy. Somebody should really put a stop to their business practices... revoke their business license, or something. They are CROOKS.

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jay braun
Columbus, US
Dec 21, 2009 9:03 am EST

BEWARE! On 12/1 we purchased an item from Mercantila.com that was to ship by Christmas. Within minutes, we received an email that the item would be delayed until 1/12. We immediately emailed to cancel, and then spent the next 48 hours trying to reach customer service to cancel by phone. No one picks up the phone at customer service. That is when we discovered the numerous complaints at the BBB, and we called our credit card company to discover we had already been billed, despite our cancellation, and despite the item not being shipped yet.

On 12/2 Sal from Mercantila.com emailed that a refund would be forthcoming within 10 business days. Well, here we are on 12/21, and no refund has come. Meanwhile, the website still shows our account purchase as active and ready to ship on 1/12. We filed a BBB complaint and discovered that this company has a history of failing to provide promised refunds.

Do not purchase anything thru this company!

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Kiorpake
, US
Jun 03, 2016 8:34 am EDT

Do NOT deal with this etailer! Or its associated site Zoostores.com for that matter, which is the original site I thought I was dealing with. I purchased an item for over $700.00, was charged immediately on 11/9/12, and was told I would receive the item no later than 12/3/12. First, reputable etailers do not charge your credit card until they ship. Second, it is now 12/30/12 and I have not received the item nor a credit. Mercantila reps acknowledged weeks ago that the shipment was lost, and promised by e-mail that the billing department would issue a credit. That was 2 weeks ago, and still no credit. I will now have to dispute through my credit card company. Horrible communication, e-mail replies are painfully slow and produce no action. I don't know what type of confused conglomerate is behind these websites, but I highly advise steering clear!

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4:03 pm EST
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Mercantila.com Fraudulent / Scam

I ordered a "Schwinn 203 Recumbert Bike" for $376.01 from them in late December, 2008. At that time I was told the bike would ship on January 15th, 2009. After not receiving any shipping information by January 16th, I checked their web site and found the shipping date had been pushed out to February 2nd, 2009. Bare in mind that Mercantila had not contacted me about the delay. At that point I wrote to their customer service department and received the following response on January 21st, 2009...5 days later.

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Hello,

We apologize for the delay, but the item that you ordered has been placed on back order. Currently the estimated date for shipping is February 2. As soon as the item ships we will forward you the shipping information.

To help fix this situation, we have switched your order to ship directly from the manufacturer, and the manufacturer has already confirmed your order and has reserved a unit for you. As soon as the item arrives at their warehouse, it will ship directly from the manufacturer -- this will save several days on overall delivery time. We will continue to monitor the situation closely to ensure prompt shipment as soon as the item is restocked.

We will continue to keep you informed throughout the shipping process. If you have any questions or concerns, please do not hesitate to contact us through the order status page and we will get back to you as soon as we can.

We appreciate your patience with this matter and apologize for the inconvenience,

Regards,
Sal
Mercantila Customer Service
AL1985AL
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Ok, so it appeared as though "Sal" was taking appropriate action, but when I didn't receive any shipping information by February 3rd, I wrote him again and received the following response on February 6th, 2009...3 days later.

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Hello,

We are digging into this matter right now. We are sorry that it has taken this long to get back to you on this issue. This has been escalated to a priority issue and we would like to apologize for the lack of communication. Moving forward we assure you that we will keep you apprised of the situation.

We are working with the manufacturer and the shipping company to discover the location of your item. Any information that we receive at this point, we will pass along to you right away.

If you have any questions you can contact us through the order status page and we will get back to you as soon as possible.

Thank you for your patience with us while we work through this matter, and we apologize for the inconvenience.

Regards,
Sal
Mercantila Customer Service
AL1985AL
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In this letter "Sal" says he'll keep me "apprised of the situation", so I waited an additional 5 days, but he never got back to me. So on February 11th, 2009 I called Mercantila at [protected] and canceled my order. The girl on the phone told me she was expediting my cancellation and said it would take a "maximum" of 48 hours for them to receive my money back from the manufacture. She went on to say that once that money was received, it would take a "maximum" of 48 hours for them to transfer the money back into my account. That being said, I should have received my money no later then February 17th, 2009...but I have yet to see a dime.

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mgaughan
Bolingbrook, US
Mar 12, 2010 2:40 pm EST

I could not help wondering if the customer service person "Sal" is the same person as my e-mail customer service person or if they all go by the name of "Sal".

I feel your pain.

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Mercantila
San Francisco, US
Nov 30, 2009 8:20 am EST

Hello Wobbly Goblin,

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.

Regarding your order, I am very sorry that you have not gotten resolution and confirmation of your cancellation. If you would please reply back to escalations@mercantila-inc.com I will personally ensure that your refund is completed and your issues are resolved.

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.

Thank you,
Kelly

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12:16 pm EDT

Mercantila.com FRAUD/ABUSE

This company simply DOES NOT CARE about you, the consumer. All they want is to take your money. Once they've got it, if you have any problems, oh boy, are you in for some fun. They will either take one of two courses: 1) ignore you, or 2) tell you lies to placate you as long as possible, and then revert to course #1.

My story is a long one, and I don't want to put people off by giving all of the ridiculous details. In a nutshell, I ordered a platform bed, and when it arrived, both the headboard & footboard were cracked. Between calling & e-mailing, I contacted Mercantila at least 30 times over a 3 month period. The company basically refused to refund my money, at first by telling me lies (we've scheduled a pick-up for the item - this LIE was told to me TWICE, and both times, no pick-up occurred), and then by ignoring me (my customer service rep basically stopped responding to all calls & e-mails once I called her out on her lies).

In the meantime, I had filed a complaint with the Better Business Bureau and had disputed the credit card charge with my bank. My money was refunded by my credit card shortly after the complaint was received. Also, once my BBB complaint reached Steve Burman, VP of Ops, they FINALLY stopped ignoring me and actually picked up the damaged item and refunded my money.

Literally the MOST AGGRAVATING EXPERIENCE of my entire life. Absolutely not worth it, and I will NEVER shop with them again. In fact, I have made it a point to tell anyone who will listen NOT TO SHOP WITH MERCANTILA.

Check out other customer reviews:

http://www1.epinions.com/pr-Online_Stores_Services-Mercantila/display_~reviews/pp_~1/sort_~date/sort_dir_~des/sec_~opinion_list#list

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Sartanste
, US
Jun 08, 2010 7:31 am EDT

We had the worst experience trying to order a kid's bed from mercantila. Horrible customer service. We constantly had to phone them to track our order that was three weeks later after our two year old's birthday. When it finally came they botched the delivery and only sent half the bed. They then made us pick up the delivery charge which was over $100. We ended up spending $131 on a bed we never received. Multiple follow ups to customer service have been ignored.

DO NOT ORDER FROM MERCANTILA! We will go back to Amazon for all of our online shopping.

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Shameforthem
, US
Jul 06, 2010 12:51 pm EDT

I wish the experience with Mercantila was postive. I placed an order for 2 sets of Full over Full Bunk beds. I explained to Mercantila phone rep I MUST have delivery by Oct 15th for a weekend hunting event. I asked for FEDEX, the Mercantila phone rep told me the only delivery option for these itmes was a trucking line. Because I questioned using a trucking line for expedited delivery, the phone rep called the warehouse before I placed the order to ensure they could deliver by Oct 15. I was told the latest delivery date would be Oct 14th. On Oct 14th, I rec'd an email stating "Good news, the order from Mercantila had shipped, " and I could expect to receive it in "2-9 days." This was NOT "good news."

Since Mercantila prefers customer contact via emails, I sent 2 emails to my phone rep. No response. I finally called to find out why the order was shipping 10 days after the order was placed, no one had an answer. I am extremely disappointed. Since I don't have the order yet, I can only hope everything will arrive in order.

FYI - On the same day, Oct 5, I also ordered 3 sets of Twin size bunk beds from Wal-mart and everything was delivered by FEDEX as promised.

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swwags
, US
Nov 18, 2011 6:51 pm EST

I purchased a pool table lamp and when it arrived, i cut open the box to check for damage. Be aware that they recommend you open the package on arrival to check for damage. Once you do, you will be charged the 25% restocking fee and shipping both ways. Also, the package was plain cardboard with no indication of the product. The only thing printed on it was the word "Glass" which of course it wasn't.

To my surprise, the lampshades were metal, meaning light could not pass through, only down. Since I needed to also light the room, this wasn't the product for me. I called to return it. Price paid $265 - less their restocking fee for opening the clear tape - less shipping both ways = $127 returned to me. If you have any chance of returning the item - buy from someone who doesn't take half your money when you return.

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Beest
, US
Feb 02, 2010 11:10 am EST

There are not enough words in the English language (or any language for that matter) to decribe how horrible Mercantila is. My total order was over $2000.00 and was purchased in late November. My order arrived in separate pieces on December 28th. One of my curios arrived damaged and to date I have logged over 63 emails (that's one per day) and over 100 hours on the phone (just on hold!) I have received ONE, and only one, reply email - which did nothing to help me, and have NEVER, not ONCE, spoken to a real person. I have been transferred into full voicemail boxes, hung up on, and been on hold listening to elevator music until the battery in my cordless phone died. I still have a broken curio in my dining room, and the charges are currently being disputed with my credit card company. Mercantila has caused me more stress than I ever thought was possible, and I am out over $2000.00. I wish I would have done more research before clicking the "confirm order" button. Buyer beware!

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ddrewh
, US
Aug 03, 2011 5:02 pm EDT

YOU HAVE 15 MINUTES, THAT'S RIGHT, THEIR CANCELLATION POLICY STATES THAT YOU HAVE 15 MINUTES TO CANCEL YOUR ORDER. ORDERED A COMPUTER DESK AT 2PM ON SUNDAY AND TRIED TO CANCEL AT 9:15 AM ON MONDAY, ALL TO NO AVAIL! NOW I HAVE TO PAY FOR 25% RESTOCKING AND SHIPPING BOTH WAYS, FOR A $240 LOSS ON A DESK I DON'T WANT. WILL NEVER, NEVER ORDER FROM THIS SHADY, UNETHICAL COMPANY AGAIN!

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risher1234
, US
Sep 14, 2011 2:50 pm EDT

I am a major shopper on-line and this company has the worst service in the world. Do not, I repeat, do not buy anything from them. Their customer service people are not allowed to tell you anything other than what you see on your computer. No one is empowered to make a decision and forget trying to talk to a manager, they don't allow it. Read the other reviews on line about this company and beware. Save yourself the hassle and buy it elsewhere. If you have a question you wait on the phone for sometimes 30-45 minutes. They encourage you to use e-mail but you are not allowed to send them mail unless you agree to their return policy. I tried to cancel my order and they tried to tell me it shipped giving me a UPS Tracking Number. I contacted UPS. They used the number for billing but did not ship my order for several more days. They try and get you on their 25% return policy fee. I think that is how they make their money.

M
M
Mercantila
San Francisco, US
Feb 03, 2010 11:10 pm EST

Hello Beest,

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.

Regarding your order, I am very sorry that you have not gotten resolution on the damaged shipment. Unfortunately, I am unable to locate your order, so if you would please reply back to escalations@mercantila-inc.com I will personally ensure that your issues are resolved.

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.

Thank you,
Kelly

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