Complaints

This profile includes complaints for Merchbar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Merchbar, Inc.

  San Francisco, CA 94105-5125

• 

  Merchbar, Inc.

  182 Howard St # 212 San Francisco, CA 94105-1611

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:04/26/2025

  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.

  7/18/24- I purchase a Christmas album on preorder for $24.36. Shortly after I get an email letting me know it is on backorder. Their policy says backorders are refunded after 120 days so I decide to wait since it will be refunded if not shipped. 9/15/24- I get another email letting me know it is still on backorder and asking if I want to continue waiting. I agree to wait. 12/10/24- I email asking for an update. They say it is still on backorder. I decide to wait again since there is still a few weeks until Christmas. Things got busy with the holidays and life and its not until March that I remember this backorder.3/6/25- I email again about the backorder. This time I ask for a refund. 3/13/25- I get a response saying there was an error processing the refund to my credit card and I am given a discount code for $24.36. In April I try to use the code; however, there is an error message at the top of the checkout page that they are experiencing an issue that may prevent checking out. I try to checkout and it does not work. 4/17/25- I email them saying that I have been trying to check out for a week and am unable to. I ask when this issue will be resolved. 4/25/25- I get a generic reply asking me to do things like check my shipping address. I go to the website and the error message about the checkout issue is gone. I find something to buy and enter the discount code and it is applied. My total after the code is $14.87. I checkout and get an error code that the order could not be completed. I am given the option of emailing customer service so I send an email about this. I wait a few minutes and try to check out again and I see my discount has been removed. I try to add it back and I get an error message that the funds from the discount code have been used. I check my credit card online and see that they have charged me for $14.87 and then immediately issued a refund for $14.87. So in the end I am still out the original $24.36 I paid them in July 2024.

  Business Response

  Date: 04/29/2025

  Hi ***,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We have requested some information from you to assist you further.
  
  Sincerely,
  
  -Merchbar Fan Support Team

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23253152
  
  I am rejecting this response because: the email I received after sending the requested information says that the issue has been reported and engineering is working on it but there is no estimate on when it will be fixed. 
  

  In the meantime they said I could buy something using the store credit but to not buy anything shipping from the **. So I need to find something under $24 including shipping and tax that doesnt ship from the **. I asked if I could try to make a purchase using something other than my phone. Still waiting for a response on that. 
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/30/2025

  Hi ***,

  We just responded to your email. 

  Feel free to reply in the same thread for further assistance.

  We appreciate our extended patience on this matter.

  Sincerely,
  
  - Merchbar Fan Support Team

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23253152
  
  I am rejecting this response because: I asked in my last email if I could use an other device and browser to checkout (instead of my phone) if it would work. I got a response that it would and I could use another device/browser. I just tried completing my order on a desktop computer and the same thing happened. The order did not go through. The order was charged to my credit card and then an immediate credit was issued. The only way it seems I will be able to buy anything is if I stick just to the refunded discount code amount of $24.36. There isnt anything on this site that I want that is $24.36 after shipping and tax are included in the total cost. I feel like I basically donated money to Merchbar. Either or buy something I dont even want. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/21/2025

  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.

  I submitted an order in September of 2024 for vinyl records. After much time passed these did not finish processing or ship without any information from the seller. After a couple months I requested a refund. I was denied a refund via my payment method and instead given store credits. I attempted to use these store credits on different vinyl records. A total of 1 record shopped while the others did not process liked before. After a generous wait of a couple months I again asked for my money back. I was again denied a refund and given store credits. After many emails I was told to dispute it with ****** which wasnt even the original transaction coordinator. ****** has a 180 day limit as well. The merchant then gave me store credits again. Although weary I attempted to use these and their marketplace has been down for weeks not allowing me to use these credits. I believe I have been scammed by this website and am sick and tired of getting in email exchanges for absolutely no resolution. I am requesting a full refund not store credits. This has been ridiculous, I have never been taken advantage of quite like this.

  Business Response

  Date: 04/23/2025

  Hi *******,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23233508
  
  I am rejecting this response because:
  Although I have had an email asking for my Zelle info I have not gotten my refund yet. I do not want this to be closed until I get my refund.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/29/2025

  Hi *******,
   
  Good day. We've already submitted your ***** account information to our accounting team and we'll email you back as soon as your refund has been transferred.
   
  We appreciate your extended patience in this matter, but we'll be sure to email you back as soon as we hear from them.
  
  Sincerely,
  
  - Merchbar Fan Support Team

• Initial Complaint

  Date:04/19/2025

  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.

  Date of transactions: 11/18/24, 12/02/24 I made two purchases on two separate dates that I listed above. The purchase on 11/18 was for $30.08 and the purchase on 12/02 was for $53.09. On January 17, 2025, I requested a full refund for both orders as nothing had been shipped. On 01/29, the support team got back to me letting me know they cancelled me orders and refunded my original form of payment (credit card). I waited the recommended 5-10 business days and followed up on 2/11 when there was still no refund on my card. The next day, 2/12, a support member stated they would send me an invoice, claiming they processed the refund. On 3/19, support let me know they still were unable to obtain a receipt of refund. On 04/01, they apologized for not being able to give me proof they refunded me still. I contacted my bank (*******) and they are not seeing any pending refunds. Given that it has been 3 months since I requested a refund, I would like to elevate the situation. Thank you for the help. Attached are the charges on my credit card and various communications with MerchBar via email. I cannot retrieve all of the older emails but sending what I can.

  Business Response

  Date: 04/22/2025

  Hi ******,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23226367
  
  I am rejecting this response because: MerchBar still has not refunded me despite reaching out for an alternative way to refund me. I attached an email where MerchBar reached out following my complaint and asked for my Zelle information. I immediately responded same day with the information. I was met with the same lack of urgency after, stating they will request my refund and update me. As attached, when I followed up, I received an auto response with no information. 

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/29/2025

  Hi ******,
   
  Good day. We've already submitted your ***** account information to our accounting team and we'll email you back as soon as your refund has been transferred.
   
  We appreciate your extended patience in this matter, but we'll be sure to email you back as soon as we hear from them.
  
  Sincerely,
  
  - Merchbar Fan Support Team

• Initial Complaint

  Date:04/19/2025

  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 11/24/24 I placed an order on the website for three record albums totaling $63.05. The purchase was never fulfilled. I contacted the company many times since requesting a refund or store credit but they have not complied. The response is continually the same that they are reviewing the request and putting it through to the claims department. I would like to be refunded my purchase. I do not want to purchase from them again. I would like the refund in physical check.

  Business Response

  Date: 04/22/2025

  Hi *******,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

• Initial Complaint

  Date:04/19/2025

  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 December 22 2024 I was charged ***** for an album. The website claimed it was in stock and would arrive within a couple of weeks. After placing the order I received no order confirmation, however my credit card was charged for the amount. Now here I am 4 months later with no contact from Merch Bar despite multiple requests for refund, and no order confirmation to reference the status of the order. This is incredibly frustrating.

  Business Response

  Date: 04/22/2025

  Hi ****,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

• Initial Complaint

  Date:04/18/2025

  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.

  I ordered a record on 12/5/2024. The estimated delivery date in my order confirmation email was within "2-8 days." The record was never shipped. I checked in with customer support a couple times (12/27/2024 and 1/28/2025), and each time, they were unable to provide a substantive update about when the record would be shipped, or why there had been a delay. Finally, on 3/15/2025, I requested that they cancel my order and issue a refund. On 3/23/2025, they canceled the order and said they had "requested" my refund and would get back to me as soon as they had an update. On 4/11/2025, I checked in to get a status on my refund. On 4/12/2025, they replied that although the refund request had been submitted, they still had no update to share. It is now 4/18/2025, over a month since I requested the refund, and I still don't have my money back for an item I purchased (as a Christmas gift) in early December last year. It is shocking an unacceptable to me that they could let this much time pass without any sense of urgency to make things right, or even any insight as to what the issue was in the first place. Now that my order has been canceled, they are sitting on my money without even the remaining pretense of my having made a purchase. They've provided no explanation as to why it takes so much longer to refund my money than to cancel my order. All I'm seeking is my $36.33 back, and to be freed from having to continually babysit this failed transaction. Thank you for your time.*Attached are 1) my initial order confirmation email and 2) the customer support thread, which contains the entirety of my correspondence with Merchbar regarding this transaction.

  Business Response

  Date: 04/22/2025

  Hi ****,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23223013
  
  I am rejecting this response simply because I haven't received the refund yet. Merchbar has taken my Zelle information and informed me that they have requested the refund, but I'm not comfortable resolving this case until I have actually received the refund, since the whole issue in the first place was that I hadn't received my refund or any indication of when I would. This is still the case. Assuming the refund goes through in the next few days, I will be satisfied with the action I've taken, but until then, I can't say conclusively that I'm satisfied.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/29/2025

  Hi ****,
   
  Good day. We've already submitted your ***** account information to our accounting team and we'll email you back as soon as your refund has been transferred.
   
  We appreciate your extended patience in this matter, but we'll be sure to email you back as soon as we hear from them.
  
  Sincerely,
  
  - Merchbar Fan Support Team

• Initial Complaint

  Date:04/17/2025

  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.

  Order #: CONF9300984-10981649Order Date: 12/08/24Ordered:POWERSLAVE (40TH ANNIVERSARY) Vinyl RecordTotal: $34.75This order refused to ship after several month. I reached out several times for an update they refused to update me at all. After seeing on the website that it said it would take 8 weeks and it had been past 8 weeks I decided to cancel on Feb, 5th 2025.Told me that the refund was processed however I still have not received it. It is now April 17th 2025. When I reach out to them they keep giving excuses and saying that they've already issued the refund and that they're waiting for some kind of an ARN (Acquirer Reference Number). They're not telling me they're going to issue the refund they're not telling me anything other than I'm going to get some kind of a reference number proving that they issued it. Which does absolutely no good to me because I never received it my bank never received it I've spoken to them I've shown proof also of my bank records showing and proving that I have never received this refund. It has been months I just want my money back you cannot steal money from customers! And please do not give me the same empty message that you're giving everybody else here telling them to continue to wait for the refund. You cannot steal money from customers and not give them an item in return if you're not going to give them the item they paid for you need to refund them they're funds. Next I will be contacting the bank if you do not address this and give me my refund. I will have them reverse the charge. I have emails going back so many emails totaling 59. I just want my money. Please give me my money ********.

  Business Response

  Date: 04/22/2025

  Hi *******,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

• Initial Complaint

  Date:04/17/2025

  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.

  I had placed an order with the company in Nov 2024. Then in January I came to the realization that they hadn't yet shipped me my product. At that time they claimed that it wasn't yet available, even though they had taken payment. I requested that my order be cancelled which they did. However they have still not refunded my money. I have an email chain of 20+ emails going back and forth with them saying it's going to happen and it doesn't. Seems like this company is scamming people.

  Business Response

  Date: 04/22/2025

  Hi ****,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23218824
  
  I am rejecting this response because: They option they have offered isn't available in my country
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/24/2025

  Hi ****,

  We just responded to your email. Please respond there should you have any questions.

  We appreciate your extended patience.

  Sincerely,

  -Merchbar Fan Support Team

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23218824
  
  I am rejecting this response because: Nothing has been done to resolve the issue. I have also suggested maybe you just send me what I originally ordered since you can't get the Refund to process. Waiting to hear.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/17/2025

  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 11/29/2024 i ordered a backorder vinyl, per the websitewif it's not shipped within 3 months I can request a refund. It has now been nearly 5 months ans have not received my item, I have been requesting a refund since 03/21/2025 and have not received the item or my refund. I am starting to belive this compa is a scam.

  Business Response

  Date: 04/22/2025

  Hi ********,
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking for an alternative way to refund you. We'll reach out via email to assist you further.
  
  Sincerely,
  
  Merchbar Fan Support Team

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23216669
  
  I am rejecting this response because: what is an alternative way to refund me? A traditional refund / receiving the money back to the original payment method is what I expect, or ship the record I ordered immediately. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/23/2025

  Hi ********,

  We have sent you an email offering ******** to refund you. We'll also check our options to source your order from a different supply partner. We will let you know as soon as we have an update about it. 

  Thank you for your patience.

  - Merchbar Fan Support Team
   

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23216669
  
  I am rejecting this response because:

  I have not received the refund or merchandise 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/15/2025

  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.

  I purchased a record from the Merchbar website on December 12, 2024 for $46.18. The website did not say the item was out of stock. I have not yet received my item, and I haven't received any communication from the company. I've emailed the customer service twice to ask when I will receive the item, and I have not received a response back. I've only received automated responses saying they are experiencing high volume and will provide a response as soon as they are able. I sent another email asking for a refund, and they are only sending the automated responses back to me. I've tried finding a phone number on the website to call and cancel my order, and I can't find one. I would like to cancel my order and get my money back. This business is not allowing customers to contact them to get their money back.

  Business Response

  Date: 04/16/2025

  Hi ********,
   
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We have already canceled your order and responded to your email. Please wait for further updates regarding your refund.
  
  You may also reply to our email if you have further questions.
  
  Sincerely,
  
  - Merchbar Fan Support Team