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.
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!!!
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.
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,
Mercantila Customer Service
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.
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.
Mercantila Customer Service
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.
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.
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