Complaint Review: Mercantila.com

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.

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.

Check out other customer reviews:

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Greenthumb76
San Jose, California
U.S.A.

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