Complaint Review: gomerch.com

The previous rebuttal given was written seven years ago, and I can say with conviction that nothing has changed since the company's promise to improve. If anything, their service has decline even further:

• Lost and forgotten orders
• No notification when packages are shipped
• Shoddy/insufficient packaging to protect products
• Late Shipping that surpasses their written guarantees
• More wrong orders than ever before

GoMerch has a stranglehold on many popular bands, and so we have no choice but to buy our merchandise from them. That being said, they're the literal worst merchandisers on the market. There's been no improvement at all, Jessica lied, and the only thing that I can hope is that eventually the company's malfeasance catches up with them and they're forced to close their doors over a class action lawsuit or something.

All I can say is, if you order from GoMerch, don't expect any bang for your buck; expect your order to arrive broken, wrong, and late; don't expect to have a happy customer service experience. If you can go about it, just don't buy from them, and contact your favorite bands and implore them to seek other merchandisers, because it's clear there's never going to be any improvement from GoMerch, just pretty words and empty apologies.

hello!  i noticed in the reply to this report, gomerch.com's rep said they would be working on lowering shipping costs.  i'm wondering if this has gone into implementation, as today i attempted to order $35 dollars with of merchandise and was going to be charged $15.10 for shipping within the united states.  that amount seemed so incredibly high, that as much as i wanted the merchandise, i was not willing to pay that much for shipping.  can the representative of gomerch.com please explain why it would cost $15.10 to ship a cd, poster, and vinyl?

Hello Robert,

My name is Jessica and I am the operations manager here at GoMerch. First of all, I would like to apologize for the delay with your order, and I want to make sure it was received. I would need either an order number, first and last name, or e-mail address to pull up your account. Second, I would like to offer at least a little bit of an explanation.

As you may or may not know, Go!Merch started out as a very small company, and
we have been trying to keep up with our very rapid growth. At times, we have
struggled, but it is because of loyal customers like you that our company has
been able to grow and thrive, and we thank you. Of course, along with growth
comes growing pains, and we have experienced our fair share. I'm sure you
are well aware that we have had set backs and mistakes along the way, as you have experienced them first hand, but in the end, we have learned from these obstacles and it has made us a better company.

Over the Holiday months, our company experienced an exceptionally high volume
of orders, e-mails, and phone calls, which we tried our very best to keep up
with, but some of our customers were not answered in a timely manner, and for that we can
only offer our most sincere of apologies. The good news is that we've made a
lot of changes that we are excited about and we hope you will be too!

First off, we are moving into a bigger warehouse which will allow us to be
more organized and efficient. Second, we are having a brand new phone system
installed which will assure that each and every one of our customers who need
assistance will be able to contact us easily, and we will be able to respond
much faster. Finally, we are installing a new system which will allow us to
offer better shipping rates, charge our customers and provide tracking
informations ONLY after the item is packed up and shipped. All of us at Go!Merch
are beyond excited for all these new changes, as it will make us able to provide
a better service for all of you.


I know some of our customers did not receive the Go!Merch experience that they deserve, or
that we WANTED you to have, and I'm sure some of them will not order from our
company again. I would be lying if I said we weren't disappointed. Not only
in ourselves, but also to see any of you go. For anyone who is on the
fence with our company, please be assured that Go!Merch has grown into a better,
more organized company and we look forward to providing only the most excellent
service to all of our customers in the days ahead. We can only hope that some of
you will consider our company in the future for your online band merchandise.


Again, all of us at Go!Merch want to thank you not only for your business, but
also for your patience and understanding while we ironed out the kinks. In
addition, if you have an issue that has not been resolved, or we can do anything
at all to make sure you are satisfied, please do not hesitate to ask.



Our customer service rep, Heather, can be reached at Mailroom@Gomerch.com. I can be contacted directly at Jess@GoMerch.com, or you can speak to either of us M-F from 10am-6pm Pacific Time.

I look forward to hearing from you and making sure this issue is resolved.

Thank You,

Jessica
GoMerch Operations Manager