Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Mercato to delivered between 4-5pm. There were several issues with the order and I had terrible experience with their customer service. I paid $62.23 in delivery fee($35.39+13.42) and tips($13.42), and I received the order late at 6:20pm.There were 11 meat and chicken items on the order. Delivery driver started from the store at 4:58pm and delivered the items at 6:20pm. None of the meat/chicken items were frozen or kept at safe temperatures. The meat was fresh cut and it arrived at room temperature. I am still not sure if the meat is safe to consume or store.I ordered Crescent brand of chicken and received another brand of lower price.The meat and chicken items had no stickers or labels with prices or weight. I had to manually weigh all 11 items and identify them; 5 of the items had lower weight than ordered; two of which were missing 2 pounds. I emailed customer service right then about two items that were missing more weight; agent ******** asked me to send the pictures of the items and I sent. After ***** hours she responded asking me for pictures displaying stickers or labels; I informed her the items did not have the labels/stickers. She responded again asking me for a picture of the item with weight with me manually weighing the items; I informed her I could no longer do it since I divided the items in portions and stored in freezer ( did they expect me to keep the meat out for ***** hrs?). She responded they had generous policy but would not be able to help me without the stickers with weight showing. The agent did not bother to ask the store as to why the store did not put stickers/weight on the items or even to verify my information. I called their customer service phone number; the agent on phone said phone staff had no access to resolve the issue, only email could help.I had great hopes that Mercato would help me get the items we like from our preferred store, but this has been such a disappointing experience.

  

  Business Response

  Date: 05/24/2024

  Hello, 

  I am so sorry for the troubles you had with your late delivery. I can see that it was 20 minutes late, and I can refund you for the delivery fees. After reviewing your support tickets, I can see by the notes that the issues were in regards to receiving less of the product that you requested. I can also see that you were refunded for these items after you reached out to our support team. 

  Please let me know if further investigation is needed.

  Customer Answer

  Date: 05/24/2024

  
  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.  However, I am not requesting anymore refund or compensation.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/13/23 I purchased a hat for $60 from a Mercari merchant and never received it. On 12/28/23 I received word from the local **** postmaster that upon their investigation they confirmed that the package was not delivered to my mailbox and they could not locate the package. I provided this info to Mercari, but instead of giving me my refund in cash, they sent me credits towards another purchase. The main issue is that the home address they used to send the package did not include my correct apartment number. I tried to change this 3 times on my account and I even reached out to the seller, but they would not update my address. I should get my full refund in cash since I have confirmation from the postmaster that my package was not delivered to my mailbox, and ******* is refusing to do so. I no longer wish to do any business with them because the same thing could occur again with misdelivery.

  

  Business Response

  Date: 05/24/2024

  Hello, 

  Can you please confirm what the order # was? Our company name is Mercato, and we deliver groceries. I believe that you might have mistaken us for another company since we don't sell hats and don't use **** to deliver our groceries. 

  If you have the order #, I can double check for you. 

  Thanks!

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order #*******. The estimated total was $287.78, the estimated sales tax was $3.47 and the estimated service fee was $4.34. My final total ended up being $279.15. So, I spent $8.63 less than originally quoted. Somehow, my final taxes and service fee is higher even though the final amount overall was lowered. The adjusted (final) service fee is $4.38, and sales tax of $3.58. If the service fee and sales tax are percentages of the overall amount then this isn't possible. I've already called and emailed to only receive canned answers and an explanation that has nothing to do with anything. I've asked for a supervisor with no assistance. This is not the first time and I've had this issue at least 3 times of overcharging taxes and fees. I'm not confused about a pre-authorization either, these are the final amounts on the receipt and in my bank account as a completed transaction. Refund the appropriate tax and fee amount, and review my former receipts to confirm no other tax overcharging. This is illegal and shameful.

  

  Business Response

  Date: 05/24/2024

  Hi ********, 

  Thank you for reaching out, we apologize for any confusions. 

  Taxes are implemented by item and not by the overall total. The Feta Salad on your order is taxable and it went up a few cents due to the weight. I can also see that specifically, the store that has service fee is City Fresh Market. Even though you ordered from 4 stores, the only one that has a service fee was that one.

  Since your order total increased by $.74, that explains the $.04 increase in service fee. 

  Let me know if we can help with anything else. I hope this answers your questions.

   

• Initial Complaint

  Date:05/30/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to request that my Mercato Green membership is refunded. The majority of my orders have been late due to the courier not showing up to the merchant, and customer service has to keep reassigning drivers. Today, I was on my third driver and asked to have my order cancelled.

  

  Business Response

  Date: 07/20/2023

  Hello,

  We're so sorry for the trouble with your recent deliveries. Unfortunately, since the first 30 days of the membership have passed, I am unable to give a refund for the membership. 

   

  However, I have issued a courtesy credit to your account for the late deliveries.

   

  Please let us know if we can help with anything else.

  Customer Answer

  Date: 07/20/2023

  
  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

  Date:05/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Once during the beginning of the pandemic in 2020 I purchased a few groceries online with then when it was difficult to find supermarkets stocked. Unbeknownst to me, they automatically subscribed me into an annual membership and have charged me $104 per year since then. Unfortunately I didnt check my bank account transactions until recently. When I contacted them, I told them that I want a refund for all the years they charged me membership without me purchasing a single item from them. They refused to refund me anything but the last years. This is abhorrent and fraud on vulnerable people during the worst point of the pandemic. I want a refund for each and every year they charged me that membership fee.

  

  Business Response

  Date: 07/20/2023

  Hello,

  Thank you for reaching out. We're so sorry for any trouble this has been. I was able to refund you up to 2021 since I see you placed an order on 2020. 

  We do send out reminders via email about the renewal of the Mercato Green membership, but please let me know if you need further assistance and we will be happy to help.

  Customer Answer

  Date: 07/20/2023

  They only want to refund up to 2021. Meanwhile they charged me for 2022 and 2023 for a membership I didnt use and didnt want to have autopay for. When I called them they refused to refund the rest of the money they took from me. Their deceptive business practices during the pandemic when most people signed up for their service and got locked into an auto renewing membership (with fine print) should not go without being reported and without consequences. I expect a full refund for every single year they charged me including 2022 and 2023. 

  

  Business Response

  Date: 07/24/2023

  Hello,

  Thank you for reaching out with your concerns. As I mentioned previously, we have made an exception and refunded your membership up to 2021. 

  Please let me know if you have further questions or reach out to ***************************** and we will assist as soon as possible.

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  System (Mercato)May 4, 2023, 9:20 AM PDT (9:07:44 AM) *** ****** joined the chat ***(9:07:44 AM) ****** : CANCEL - I have been trying to cancel my membership for some time, and nothing is working.l (9:07:55 AM) ****** is now known as *************(9:08:24 AM) ******: I didn't know that I ever signed up!(9:09:02 AM) Monserrat: Hi! Thank you for reaching out!(9:09:05 AM) *********: I am happy to look into this for you. One moment please.(9:09:16 AM) ******: thanks (9:10:24 AM) *********: We have cancelled your subscription to prevent any further billing attempts in the future. Since your payment method was not updated, you were not charged for the current period. ?(9:11:28 AM) *********: Can I assist with anything further today?(9:12:17 AM) ******: What charges were applied?(9:12:20 AM) ******: If any?(9:13:05 AM) Monserrat: There are no charges for the current cycle.(9:13:28 AM) ******: I understand. Have I been charged in teh past?(9:13:40 AM) Monserrat: For previous renewals you were charged $96 on 2020 (9:14:01 AM) Monserrat: And ****** in 2021 and 2022 (9:14:25 AM) ******: OMG.(9:14:52 AM) ******: I didn't even know I had the service. Have I used the service ever?(9:15:19 AM) *********: There are no orders placed in the accounr (9:15:27 AM) Monserrat: account"******** AM) ******: I'd like to request a refund.(9:16:36 AM) Monserrat: You may cancel your subscription/membership within the first 30 calendar days of subscribing or purchasing the membership and receive a refund of the subscription/membership fee you paid.(9:17:03 AM) Monserrat: Since the charges are from years ago we cannot issue any refunds.(9:17:14 AM) *********: I'm so sorry that this happened.(9:17:17 AM) ******: I literally never even used the service (9:17:58 AM) ******: Are you sure there is NOTHING that can be done to remediate this? If not, I will be reporting this to the Better Business Bureau.

  

  Business Response

  Date: 07/20/2023

  Hi ******, 

  We're so sorry for the inconvenience. I have gone ahead and cancelled the past 2 years worth of memberships. 

  Please let me know if we can further assist. 

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 bags of flour, 1 bag of rice and 1 bottle of hot sauce from Mercato. I firstly did not receive a notification that it was delivered. Then when I went down to the lobby I noticed that there was only 1 bag of flour. When I contacted Mercato about it and said that I did not get the rest of my items they did not give me my refund. This is unacceptable and they stole money from me.

  

  Business Response

  Date: 07/20/2023

  Hello,

  We're so sorry for the delay with this. Although we have photo of drop off, I am able to issue a courtesy credit for the inconvenience. 

  You should see the funds within 3-5 business days.

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 15th, 2022, I started a 30 day trial membership with mercato.com that would become an annual membership subscription if not cancelled within 30 days. I cancelled on October 13th, 2022, that would be 29 days and still they have not credited back my subscription fee. When I contacted them regarding the refund, I was told that I had not canceled within 30 days. However, I have the cancellation confirmation email, which clearly shows that I canceled my subscription. I would like an immediate and FULL refund of all monies charged for this subscription

  

  Business Response

  Date: 07/20/2023

  Hello,

  I can see that your membership was refunded. Please let me know if we can further assist!

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 5,2023 I ordered two hundred and thirty five dollars & some change worth of groceries. January 7 they said no refund because of the bag they sent a photo copy of. I uploaded what I ordered and I uploaded the photo copy of the bag they sent me. Thats not even my building or apartment. This is what they sent firstly ******************************* (Mercato)Jan 4, 2023, 11:52 AM PST Hello *****!Thank you for following up about your missing order - I'm so sorry to hear your order never arrived as expected! I understand this is a huge inconvenience for you and sincerely apologize for the trouble this may have caused you.I've issued a refund for the 100% total of the products. We're experiencing some unusual delivery issues during this challenging time I hope that you don't take this experience as a reflection of the store, or our typical level of service.You should see that refund become available immediately in your account.If you'd like to reorder from the same store, simply follow these steps:1.) Go to My Account 2.) Locate order from list 3.) Click green "reorder" button Your items will be reloaded into your cart for you to checkout.Please let me know if there's anything else I can help you with.Mercato Customer Support This is what they sent secondly, thirdly, and fourthly. ********************* (Mercato)Jan 7, 2023, 9:38 AM PST Hello *****,Thank you for reaching out! My apologies for any confusion or trouble this may have caused.There is no refund because order ******* has been delivered, we have included a photo that the driver provided at drop-off in this email.BBB Im asking for your help in getting me groceries, a refund, or store credit. Thanking you in advance. At this point I have nothing.

  

  Business Response

  Date: 07/20/2023

  Hi *****,

  Thank you for reaching out about this, we're so sorry for the delay. I can see that our *** G2G Manager reached out to you and denied this refund. Unfortunately, since we have proof of drop off that coincides with previous deliveries, we are unable to refund.

• Initial Complaint

  Date:11/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $91.79 to Mercato, a delivery service, to bring a cake from *************************** just over the bridge to my office in Manhattan for a 4:00 p.m. baby shower. (Order #*******) Mercato promised a delivery window of 12:00 - 3:00 p.m. At 2:00 p.m., the cake still had not been picked up, and I had to call them to get them to do their job. I then received a digital update that the cake would arrive between 2:27-2:37 p.m. By 3:30 p.m., the cake still had not arrived. Another 15 minute call to Mercato proved fruitless. I had to leave the office and buy a second, replacement cake locally for $69.90 for the 4:00 p.m. party. Mercato's delivery finally showed up at 5:15 p.m., two and a quarter hours late and after the party ended (Mercato had been informed of the time of the party). After the baby shower, I spoke with Mercato twice (once I called, once they called me). Both times, the customer service agent explicitly promised me a full refund. Later in the evening, I received an email saying they now refused to give me a refund, and only offered me a $25 Mercato credit instead. I called them again, and was told I could only interact with them by email now. I have rejected their $25 credit and am insisting they honor their promised full refund ($91.79). They have not paid yet.

  

  Business Response

  Date: 12/08/2022

  Hi *********, 

  We're extremely sorry for the inconvenience that this caused. Our team understands the importance of your delivery, and we want to apologize on behalf of our delivery team. I can see that a representative on our team was able to issue you a full refund on December 1st. Please let me know if you need further assistance and I will gladly resolve for you.