ComplaintsforMerchconnectioninc.com

• Initial Complaint

  12/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I never got a product that I ordered 3 weeks ago. I have not received shipment info. I’ve attempted to contact them several times, only to get a generic email reply. What I ordered was a Christmas gift that I never got.

  Business response

  01/12/2023

  Order ******
  UPS - **************************
  
  Purchased December 5, 2022. Shipped December 6, 2022. This package was delayed with UPS as a result of the weather issues in the Northeast. It was finally delivered on Dec 28, 2022. We were in correspondence with the buyer, and sent them their tracking info as requested, and informed them that the package was delayed in transit with UPS. We also advised that they could use their Route package insurance to file an insurance claim at any time due to the delay, and that they could keep the shirt either way. We have not heard from the buyer since. They are welcome to email us if they'd like to return the item for a refund in light of the UPS delay. 
  

  
  

  I have attached our correspondence with the buyer here as well, being how the claim that all they received were automated responses from us are untrue.

  
  

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Extremely poor customer service. I have paid for preorders and they have taken upwards of 5 EXTRA weeks to get to my home-when inquiring about the delays, I’m just told it’s due to freight issues. I have never received a package on time from Merch Connect. I recently ordered a T-shirt that was IN STOCK and it still hasn’t gotten to me. Ordered over three weeks ago. Contacted them and was ignored. Emailed again and was sent just the tracking number, no apology or hello here’s your tracking-nothing but the number. After tracking, our local post office said that it could not be updated because there was an issue with Merch Connect. Still waiting on a response to that question.

  Business response

  01/17/2023

  I'm not certain what order this is in regards to, but I searched the customer's name and email in our system and found the following:
  
  Order ******
  Placed on January 6, 2023
  Shipped on January 7, 2023
  Currently in transit via UPS - **************************
  

  
  

  Preorders for albums are a common item that we sell, though this order does not appear to include a preorder item. If a buyer is not comfortable with a preorder for an album, they can let us know, and request an refund at any time. 

  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from this company and have not received any information about my item. I have emailed them twice no response I opened a refund request from paypal and takes time at this point I just want my money back. Order number is ****** they keep sending generated emails. They say it takes from 3-5 business days but its a lie.

  Business response

  01/11/2023

  Delivered on December 12 at 1:57PM via USPS:
  **********************
  
  A copy of the customer's order, and their tracking information are attached for reference.
  
  This was the address provided to us at checkout:
  ******** ******* **** ****** ***** *** ** **** ** *****
  
  If the customer believes their package was stolen, they can use their insurance to file a claim at:
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had preordered a vinyl record with a estimated ship date of several months out. I then had moved and I emailed their customer service who confirmed it had been updated. Then when the record shipped, it was still sent to the old address. I then emailed customer service to get this resolved and have received no responses at all in two weeks when the website says it takes 24-48 hours to get a response.

  Business response

  05/20/2022

  I checked on this further. Their replacement item was delivered to them yesterday via USPS:

  9449*********368189037

  Customer response

  05/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 171**042, and find that this resolution is satisfactory to me.

  
  

  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a t shirt from this company on October 2. I received an email saying it would ship within 3-5 business days, but could take UP TO a week to process. That was 24 days ago. I've emailed customer service twice now with no response. The more I look into this it seems like everyone who works with this company has this issue. If they have no intention of mailing the shirt, I'd like my money refunded.

  Business response

  11/17/2021

  UPS - **************************

  
  

  tracking will update in the next 24 hours

  
  

• Initial Complaint

  10/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered three shirts from merchconnectioninc.com confirmed on oct 10th with an email confirming they would be shipped in 3 to 5 days and that tracking was available through an app called route which says that the items still haven’t been shipped as I’m typing this message. My emails have gone unanswered save an automated email stating they would respond within 24 hours which hasn’t happened and the last two haven’t even gotten the automated response. My order number is ****** and the order is paid in full. I would simply like a response of some kind and to receive my order in a timely manner. If that can’t be achieved a refund is only fair. Thank you for your help

  Business response

  11/08/2021

  This buyer's order includes a preorder item that ships next week. As advertised, all items ship together. This order ships next week as planned.

  
  

  Customer response

  11/08/2021

   I am rejecting this response because:
  
  The website says this item is preorder and will ship in mid to late October. The company has still not responded to any of my previous emails with this information. They seem to be avoiding all contact and offering no help in the matter. If it does indeed ship next week the all will be well but thus far all of the information I’ve been provided has been false. Thank you very much for your help.

  Business response

  11/15/2021

  This shipped earlier today via UPS

  
  

  ******************

  Customer response

  11/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for all your help. 

• Initial Complaint

  09/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order ID: #****** Route ID: ********************** Email: **********@hotmail.com Order Date: September 14, 2021 Shipped To: **** ******* *** ******** ************ *****  Ordered 4 items. Cost $107.93 with shipping. website states that orders ship between 3-5 days. It has not. Contacted via email 3 or 4 times (9/19/21, 9/24/21, 9/25.21). Received auto response that they will respond in 2-3 days. They did not. I am waiting a response from Paypal. The phone number listed (had to really dig for that) was disconnected the day after I tried calling the 1st time. I would really just like the items I ordered. If not I want my money returned to me.

  Business response

  10/08/2021

  Delivered via UPS on Wednesday, October 6 at 4:58PM. Confirmation attached. Please close this.

  
  

  Customer response

  10/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had pre-ordered some items back on May 15th, 2021 as part of a digital concert with the original intended shipping time to be late July or early August. Due to unforeseen events these dates were pushed back due to a manufacturing delay on CD's and Vinyl's and an email were sent to customers saying that all items would be shipped late August and early September. I had received one of my Vinyl records purchased through the Undead Stream and then received tracking for the rest of my order on September 14th, 2021. 10 days later (9/24/21) the tracking has not been updated nor shows that they have given it off to UPS. I have contacted them via email numerous times for days now and have not received an response, it got to the point where I attempted to call them but was only greeted by voicemail of Merch Connection. I have tried reaching out to the owner **** A. ****** and he also has ignored my messages. My order number is **** and contains a CD, Vinyl and Flag that I paid 100$ for.

  Business response

  10/08/2021

  This is order #****. It was delivered to the buyer on October 4 at 11:56AM via UPS:

  ******************

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