ComplaintsforE Merchant Club

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by a reprsenative from emerchant on February 28th and was told about emerchant and was told i could make some extra money. The representative told me there is a fee of $***** and I told him I didn't have that and he said well i can lock that price in for you. If not then you could loose this promotion. I asked him so $***** that's it he said yes but there is a hosting fee that will reoccur every month I said just the hosting fee he says yes. So then zmarch first came and he pull/%ed the *****$. Then I get a call from a on march 4: from a company trainer and I'm told to upgrade my store its would be $500.00 if I wanted to make money. Not verbatuium but along those lines so when I said I don't have that she asks to set up a payment. I said no I haven't even tried to sell anything and that was deceitful an I wanted my ***** back. Then I was told it was nonrefundable. So I jumped through the Hoops to cancel my account then had to call customer service again and was told I was not told it was refundable and they would have to rerun the audio I said please do. Then I was informed that when you sign the cancelation form I signed something forfeiting my ***** payment. This is wrong so now I'm waiting to see what will be the outcome of this whole deceitful from beginning transaction will be.

  

  Business response

  03/08/2024

  We appreciate the opportunity to address the concerns raised by ****** regarding her recent interaction with our company. After reviewing the details provided, we have made revisions to ensure clarity and accuracy in our response.

  ****** initiated contact with our company on 2022, then again on 2/27/2024, expressing interest in our Starter website and Product membership.Despite her current financial constraints, our agent proceeded with setting up her account on 3/1 as agreed, going above and beyond by promptly releasing a temporary website while awaiting her customization form, which she submitted on 3/3. We promptly accommodated by adding her domain and SSL on 3/4/24, demonstrating our commitment to excellent service delivery.

  Regarding ******'s claim of being misled about our refund policy, our team thoroughly reviewed the call records. Contrary to her assertion, refund terms were not discussed during the conversation until our sales agent reiterated our policy during the verification process. We maintain a strict no-refund policy, as the Domain nd SSL cost us more than what she paid with our promotion, which was clearly communicated to ****** during this interaction.

  As for ******'s interaction with our Marketing Representative,it is regrettable that the conversation escalated to a point where she felt the need to curse and scream at our agent. Our 18 year agent endeavored to understand her ambitious goals and offered constructive suggestions create a more realistic starting point. Despite our agent's attempts to provide guidance,******'s demeanor became hostile, prompting us to offer cancellation, which was promptly processed.

  We remain committed to upholding the highest standards of customer service and strive to ensure that all interactions with our company are conducted with integrity and transparency.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted the cancellation notice via their website at the end of November 2023. At that point their message whats that they would call within 72 hours. They did not call I called them and set on hold for 23 minutes. The message came back and said leave a message with your phone number and we will return your call. They did not do that either. I continue to get bills from them for hosting fees. I called them again. Once again, I was on hold. Each time their message says do not fill out the cancellation notice again because it could make cancellation longer. So once again, I left a message that I had called once before, and I was still awaiting their phone call. I left my number once again, did not hear from them. I received another notice for hosting. I once again, on February 2 wrote an email leaving the information of when I initially called and when I initially filled out the form at the end of November. I never heard from them. So I called once again. Again I was on hold this time for 27 minutes . I left another message with my phone number and I received no phone call. Once again, received a bill for hosting. That was today February 14. I called them and was on hold with the same message not to fill out the cancellation notice again but to leave a message and they would call back. I didnt receive an email from them saying that I have not followed the cancellation process. This is not true. I have done everything that they required of me from the contract that we have. I sent them an email and told them to do their job. I will try to call tomorrow if I dont hear from them tonight or tomorrow morning. I will not pay for the hosting fees because they have not followed their own policy . I noticed that several of the complaints are very similar where they do not cancel. This company is violating the integrity of all businesses because they will not honor their own policy.

  

  Business response

  02/22/2024

  We are sorry to hear Mr. ***** concerns. At eMerchantClub, we strive for excellence in all we do, and are grateful to address this situation.
  
  When a customer requests to cancel, they are added to a callout que that is called multiple times a week and if a voicemail is available we leave a message, if the box is not full, to let them know we have been attempting to call. When we contacted ***********, he was asked if he was returning our call. We told him that we had been trying to get in touch with him. He told us that  sometimes he is busy and not able to answer the calls or if he doesnt recognize the number he doesnt answer.
  
  It's important to note that ************ was never charged a hosting fee during this time, however he did receive an automated message that the amount was due.
  
  Our team is dedicated to not just meeting but exceeding our customers' expectations. While we regret any inconvenience  caused, your account has been cancelled and no fees were ever charged to Mr. ***** account. 

  Customer response

  02/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, they never called until the complaint was filed. They never left messages if they called. Why would they call without caller ID. Finally, they have dismissed charges and cancelled the account. 
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I agreed to a contract through September. I attempted to cancel my membership multiple times since July. I was told not to worry. I was then harassed by "****" and essentially threatened. So I paid for the 2 months he said I owed. I followed rhe instructions for their 2 step cancelation and was charged an additional ***** that i DID NOT authorize. I want my money back for October, November and December because I was lied to regarding the process when I called in July August and September and I was treated with so much disrespect on 11 *******. My site was taken down on 11.29.23.

  

  Business response

  12/12/2023

  Thank you for your feedback. We want to clarify that our process keeps websites live until the cancellation is fully completed. Our records indicate that you spoke with multiple sales agents who provided accurate guidance on how to proceed with the cancellation of your website. Your cancellation was initiated on November 29th and finalized on December 1st. Regarding contracts, we do not have any; you can cancel at any time by filling out the cancel form online. We value your business and regret any confusion this may have caused. If there's anything more we can do to assist, please don't hesitate to contact us.

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company called me multiple times in December and convinced me that setting up an ecommerce store online would help with my family's financial struggles. The rep told me that I would have access to three warehouses and that I would be able to sell jewerly and electronics (products purchased from their warehouse) but this was not the case. The products available for what I paid was not available and I had to pay **** to get access to Jewerly and electronics. I got very sick with COVID and went in for brain surgery on 3/8/23. I requested to cancel in March 1st but this company said they had no record of it. I requested again on May 4th. I never used the site and they charged me again on May 4th. I asked if they can cancel flat and they told me they can't because they provided hosting which I don't agree since I never used it (I have been ill) and they provided misinformation from the start. I am disputing that they charged me ***** again on May 5th (which they say was from 5/3/23). I am requesting refunds of the hosting fees especially the May 5th charge.

  

  Business response

  07/05/2023

  Upon thorough review of this case by our quality assurance team, it has been determined that the customer was initially presented with two distinct options. The first option entailed acquiring our Starter Website,inclusive of access to three of our wholesale warehouses. The second option provided product access only, specifically with inclusion to our fourth warehouse, the Jewelry warehouse. The customer consciously opted for the Starter Website along with the three warehouses.
  
  On the date this complaint was lodged, May 12, the customer had an interaction with our Tech Support team. During this session, we proceeded to refund the hosting fees as a gesture of goodwill, despite the fact that the customer did not follow the prescribed cancellation procedures for the website.
  
  Furthermore, the customer had initiated a chargeback process with her bank for two subsequent charges. We opted not to contest these chargebacks, allowing the funds to be returned to her.
  
  Should ************** have any further inquiries or concerns, we urge her to reach out to our Tech Support team. They can be contacted at ************. We stand ready to assist in whatever way possible to ensure our customers' satisfaction and understanding of our processes.

  Customer response

  07/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I would like to close my complaint. The merchant did refund one month fee and charged me for the other. I am not happy with their resolution but I want to be done with e merchant club
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My account is ******** I initially signed up but decide to cancel.I followed their cancellation policy of filling out info on-line to initiate the cancellation. Their policy is once you complete the online portion of the cancellation you will receive a call with ***** hrs, maybe 72 hrs to confirm cancellation. However, its been months and I havent heard from anyone. As a matter of fact due to me not hearing from anyone they are still trying to charge my account. I followed their flawed cancellation policy but they have no intentions of letting people cancel. They do not call back so they can continue charging the $29 fee and collecting of other fees. They also state not to call back after the initial start of the cancellation . If you do it will prolong the cancellation progress. They tried to collect money from my account a total of 6 times so far after initiating cancellation. My account is ********. Copy of my email to them as they still try to collect. ---------- Forwarded message ---------From: ******************************* <********************>Date: Sat, Feb 25, 2023 at 7:12 AM Subject: To: ******************************* <*******************>From: ******************************* <*******************> Sent: Friday, February 3, 2023 8:08 PM To: techsupport <**************************************>Subject: Re: Hosting Decline, Next attempt I AM STILL AWAITING MY CALL FROM YOU TO CONFIRM MY CANCELLATION. IT HAS BEEN PASSED 72 HRS SINCE I SENT EMAIL AND YOU STILL TRYING TO TAKE PAYMENT. I WILL CONTACT BBB UNLESS SOMEONE CALLS ME AND CONFIRM MY CANCELLATION. THIS IS YOUR PROCESS AND YOU ARE NOT EVEN FOLLOWING YOUR PROCESS. On Fri, Feb 3, 2023 at 4:21 PM <**************************************> wrote:Sent from my iPhone

  

  Business response

  03/08/2023

  Thank you for bringing your concerns to our attention. We apologize for the delay in confirming your cancellation and any inconvenience this may have caused. We have investigated your complaint and can confirm that you were not charged after submitting your cancellation request.
  
  We have taken the necessary measures to cancel your membership and ensure that no additional fees will be charged in the future. We understand your frustration and apologize for any confusion or miscommunication regarding our cancellation process. We have reviewed our processes and taken steps to ensure that such delays do not occur in the future.
  
  We appreciate your feedback and value your business. Please do not hesitate to contact us if you have any further concerns.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi My name is ******************* and I called Emerchantclub because I joined their site as I was interested in ordering items in bulk.I spoke to ***************** at Emerhcantclub on May 20th and I inquired about purchasing 40 Mermaid Winholders but was not interested in paying shipping of $7.50 each as I am ordering in a lot of 40 and would not make sense cost-wise for me to pay $7.50 each. ***************** put me on hold and after about 5 minutes told me that the shipping would be $3.50 each if I purchased 40 at one time going to the same address. So with that, I signed up for the monthly service $14.95 each. The same day that I signed up I tryed to order the 40 mermaid wine holders but the emerchantclubs was charging me $7.50 each with is what I did not want to have happen, I wrote *** tell him the below From: ******************* <*****************>Sent: Friday, May 20, 2022 9:00 AM To: *********************** Subject: Re: Issue with membership Hi ******, you mentioned if I ordered 40 of the mermaid wine holder, shipping would only be about $3.50 each but shippping is coming to $7.70 each which is what I didn't want to have happen. If this is the case, I may be asking for a refund on all the money I just put down on this program. Please help me understand.** basically wrote me once stating this was a hypothetical estimate. I wrote back stating he provided the actual costs an actual cost which is why I was on hold for 5 minutes because you were reaching out directly to get the actual costs, I wrote him 5 times after that my emails go unanswered. I also spoke to someone on the phone about a month later and the person stated oh yes I remember that conversation I was in the same room but he said he could not help since he was more email support. I have tried their two-step canceling process as well but since they never gave me an account number the cancellation is not going through. as I stated on May 20th I want a full refund since I am not getting replys and promises were not kept. refund $89.70

  

  Business response

  03/24/2023

  ********* here is eMerchantClubs response to the former member:
  
  We appreciate the opportunity to respond to the concerns raised by ***********************. We apologize for any confusion or inconvenience she has experienced regarding her recent purchase with eMerchantClub. We would like to address the issues she mentioned in her complaint.

  ************ was initially quoted an accurate shipping cost for her bulk order of 40 Mermaid Wine Holders. However, external factors influenced the shipping costs and resulted in an increase. These factors affected shipping costs not only for our organization but for businesses around the world. We understand that this may have caused frustration for *************

  We would also like to clarify that, according to the terms and conditions ************ agreed to when signing up for our service, eMerchantClub does not control pricing or shipping costs. The warehouses that supply our products determine these costs, and we are not able to alter them.

  While we understand **************** concerns, we kindly ask for understanding regarding the situation, as we cannot control external factors that affect shipping costs. We deeply apologize for any inconvenience she experienced during her interactions with our company.

  If there is any additional information we can provide or assistance we can offer to resolve this matter, please do not hesitate to let us know.

  Customer response

  03/24/2023

  I do understand that postage has gone up. However, in this case I put in the order 15 mins after the quote and when I wrote your company back stating the issue I was told they were going to look into it and I never received a response. I wrote several emails to that same person (which I still have)  and was ghosted each time. Please understand the timeline. So I paid the monthly payment on the condition of the quote which was 40 at $3.50 each. Then I tried to order 15 minutes later the shipping was double and game out to 40 @ $7.70 each. When this happened, I wrote the same rep and told him to cancel the membership (which I paid only 15 mins ago) and they stated they would look into it. Never got back to me and then ghosted me. I find it hard to believe that shipping doubled within 15 mins of quote as you state. Also, it took me over 2 months to get my membership canceled. I have every single email that includes the names and emails sent to your company in case you would like to see. At one point I tried calling your cancellation department and just got a recording stating they were in a meeting and could not take calls. Left a message and if course no one got back to me. Not too mention it took you 5 months for you to respond to this email. So why am I being penalized? I am requesting the refund of $86.00 in membership fees like I requested.
  
  

  

  Business response

  04/06/2023

  After multiple attempts to reach the customer to address this, we were able to speak with her and resolve the issue. Thanks for your time. We wish you and your business the best of success.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company deceptively gets you to sign up to their services, temporarily with the promise that they will contact you to review the status of your request to continue services or cancel. I tried to cancel due to the fact I had no income to pay for the service They NEVER contacted me so i thought it was canceled and they started withdrawing money out of my bank .I stopped the money from coming out and they called me several times to the point of harassment and each time i told thwm i wanted to cancel because i didnt have a way to pay for the services!! Now theyre threatening to put my account into collections, although I canceled. I just filed bankruptcy to get my credit straight because I was in such a mess when I couldn't find work.. I even told them this and to please cancel and stop calling me . Now they are calling me talking to mw like a mentally challenged squirrel and making threats of collections and again I canceled this and had to put a stop payment on the account because they wouldn't stop even though I was told I could because it was supposed to be a temporary basis.

  

  Business response

  03/24/2023

  We are writing in response to the complaint filed by one of our customers, **********************, regarding their account cancellation and billing concerns.

   

  Upon reviewing the details of the complaint and our internal records, we would like to provide you with the following information:

   

  Our cancellation policy is explicitly outlined in our terms and conditions, which the member agreed to upon signing up for our services. The policy clearly states the required steps to cancel the service, and the member was made aware of this process at the time of registration.

   

  We did not receive any cancellation request from the member in question. Our standard procedure is to acknowledge and process any such requests promptly upon receipt.

   

  Unfortunately, we never received a single monthly hosting payment from the member. Our records show that we sent multiple hosting late notifications, but the member did not respond to these communications.

   

  We made several attempts to contact the member about their outstanding balance, but they refused to pay the due amount.

   

  Due to the lack of payment, we had no choice but to suspend the member's website as per our terms and conditions.

   

  We understand the importance of clear communication and customer satisfaction. As a company, we strive to provide exceptional service and support to our clients, and we take customer feedback seriously.

   

  In light of this situation, we are willing to work with the customer to find a resolution that is fair to both parties, keeping in mind that our cancellation policy was made clear to the member from the beginning. We would appreciate it if you could relay this message to the customer, and we hope that we can come to a mutual agreement.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  06/30/2022 eMerchant Club charged me $199 for a website update that I no longer have on their platform. I have been trying since April to get my domain name before they charged me . they put me on hold saying they will call me back and did not. I told tech support *****, **********************, and others, starting in April that I wanted to buy my domain name so I could cancel my membership. They transferred the domain name today and then charged me for the next year's update. My membership is canceled and they say they cannot refund my money. My conversations were on the phone.

  

  Business response

  03/24/2023

  We are writing in response to the complaint filed by one of our customers, ************, regarding the website update fee and cancellation concerns.

   

  Upon reviewing the details of the complaint and our internal records, we would like to provide you with the following information:

   

  Our records indicate that the member initiated the cancellation process on 06/30/2022, and their membership was canceled the same day. We also released their domain to them as requested.

   

  The member has expressed concern about the annual website fee (for their upgraded website) that was charged on the day of the cancellation. At the time the fee was processed, their website was still active, and as per our terms and conditions, this is a non-refundable fee. We understand that the member may have wanted to cancel because they noticed the fee.. but our terms and communications were clear.

   

  Our records show that one of our agents informed the member that they could opt-out of the annual fee but unfortunately, the member did not take the necessary action to do so.

   

  We understand the importance of clear communication and customer satisfaction. As a company, we strive to provide exceptional service and support to our clients, and we take customer feedback seriously.

   

  In this particular case, after carefully reviewing our records, we believe that we have made every effort to properly serve the member according to our policies. While we regret any dissatisfaction the member may have experienced, we must adhere to our established terms and conditions.

   

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to dispute amount of $29.95 charged by this company EMerchant club on Oct.3.2021. My account #:******** Date of transaction:Oct.3.2021. I have requested cancellation of my membership and chargement due to poor technical support and ongoing delay of resolving issues on the website. I have received ongoing humiliation by customer service staffs and they did not resolve issue and threatened to send the bill to collection agency if I despute this bill.Bill was not supposed to be charged until Nova.3 2021 ,according to first agreement over the phone on Sept 28.2021. They made loud interruption by making intentional noise and hung up the phone abruptly without addressing this issue.They charge on my bank amount of $29.95 today and did not keep none of the agreement made and only insisted unreasonable excuses and refused cancellation and stop charging request.I had to report outrageous conduct they displayed and lure people for their fraudulent business transaction.

  

  Business response

  10/22/2021

  When we get a customer concern or a complaint, we do our best to understand what happened, why it happened, and what we need to do to fix the problem. ***** **'s contacted her 15-year veteran marketing agent to let him know her hosting was incorrectly charged. He was in the middle of a training with another customer; however, he picked up the phone as she had been calling back-to-back without leaving a message. She explained the issue, and he attempted to transfer her to our quality team so they could research, she was not happy with this and began to berate him. He was able to calm her down and transferred to our quality team.

  
  Our quality team listened to her concern and numerous times tried to let her know that they would escalate her matter, review the calls and get back to her within 24 hours and provide a solution.  She again was not happy and wanted it fixed immediately. The agent continued to let her know we needed to research calls first to address her problem and again would escalate the issue. She then berated our 20-year veteran tech support agent.

  
  At no time did our team treat her inappropriately as stated, hang up or make any sort of noises as stated. Nor did we refuse to cancel her website and stop charges. She requested to cancel her website on Oct 15th, and her website was canceled on the same day.

  
  After researching the issue, it was found that the agent that signed her up gave the wrong hosting charge date, which caused the problem. We do feel this was an oversight, and this agent has never had this issue before.
  After researching the call, the customer was called back within 2 hours, and the issue was addressed, and the charge was refunded as it was our agent's issue, and her website was canceled at the same time.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩