ComplaintsforMercury Service

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My package was tracked to this company's Dayton hub at 5/11, on 5/11 I received a text message stating that my order was out for delivery, I replied via text asking for a general time frame for delivery so I could be home for the delivery, but got no reply, Because of the lack of reply I left for work for an hour and a half and missed the delivery. When I contacted the company via the number on the door tag, the employee I spoke with was rude and disrespectful and unwilling to help me; when I asked to speak to a supervisor I was hung up on. I tried again and was blind transferred to what I assume is a supervisor who was even more rude and disrespectful, but eventually told me that the route manager would call me on 5/16. Mike called me on 5/16 and stated that I would receive my shipment on 5/17. I have not had my shipment delivered, and having called back numerous times and being told that a supervisor would call me back, I have not heard back from them. They have had my package for well over a week at this point, and need to sort this out, this company is a shambles, and I won;t be doing business with the company who contracted them in the future. Mercury is an embarrassment to capitalism.

  Business response

  05/23/2023

  Good day to all! Mercury was contacted by this gentleman. On the initial day of delivery the driver reached out via text to let him know he was on his way. It was unfortunate that the driver missed him and the delivery process for that day. The gentleman wanted the driver to come back to his home to make the delivery, when told that he could not became rude with the Mercury representative. He made subsequent calls with the same attitude, therefore lending the situation to him picking up his parcel here at the office, rather than a one on one interaction at his home. We have every right to protect the driver from such instances and possible hostilities. The drivers have routes, and will if in the general vicinity return to a prior stop to complete the delivery process, but if to far away they cannot nor will they return.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with a company based out of upstate New York. The order was processed and received by Mercury Service on August 29th. It was out for delivery on 9/1 however I can confirm that no one attempted to deliver the package ( I was home the entire day with clear visibility of my front door and driveway). After numerous calls and emails with the shipper, I was informed that Mercury is impossible to get in contact with. I tried calling Mercury and was told to fill out a form. The form was pointless as I have not received any response. When will this business get its act together?

  Business response

  09/09/2022

  I must apologize for the delay. Unfortunately Mr ****** is in an area we consider rural. Meaning there just is not a lot of delivery traffic for our company in his area. We must at times wait until a reasonable volume has been accumulated to deliver in his area. There has not been an attempt to deliver to Mr ******. He is correct that the package was received by Mercury on the 29th of August. The process takes at least 2 days before it makes it into the Toledo area, then an additional day to sort to the driver. The driver had his package out for delivery on the 1st of September, but broke down on route. He did not make an attempt to deliver. We do not deliver on the weekends currently and Monday was a holiday. His package is out for delivery today, and will require that someone 21 years of age be present to receive and sign for the package. Mr ****** also has had contact with the hub supervisor is aware the package will be attempted to be delivered today.

  Customer response

  09/09/2022

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I recently purchased supplies from ElentalVape and they shipped it through this MercuryServices.com shipping and everything has been super weird like the tracking number never told me what city or state the package was at. Then they told me they tried to deliver it yesterday. But my whole family was home all day and no one heard a knock. Then they tell me I have to fill out some paperwork on their website so I do and I call them to let them know I have finished filling out their form only to have them hang up on me. Then when I tried to check the website is now down.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order through Element Vape around June 4, 2022. Order was shipped June 26 using Mercury Delivery Service. On June 29 2022 I received a door hanger notice that they attempted to deliver at 10:57AM. I was at work so I followed the directions left on the notice to contact the company to schedule another delivery. I asked for a delivery after 5:15PM for the same day after work. I have heard nothing in the form of an email or phone call. I called the numbers on the notice to speak with someone and was told that there was no one to speak with, and to file a redelivery online, and that someone would contact me. The employee I spoke with was rude and dismissive. I filed an online redelivery again and have heard nothing back from this company. I paid for this delivery service through the vendor and am upset that they are not providing the service as contracted.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase at X Company around Christmas time realizing it would take a bit to receive living in Ohio. The delivery service in Ohio is "Mercury Services" that is working for ********* the eCommerce company that is used by the company I purchased the product from. I received a tracking number for Mercury Services and checked their website to see when the package would arrive. The website said delivered, though no delivery was made (The delivery has to be signed for and no signature was provided.) I have tried contacting Mercury Services on multiple occasions, (************ option *) They have a phone number that is never, ever answered. They have a website to enter your information with the tracking number so they can contact you for the delivery so it can be signed for. I have filled out this form multiple times. The problem is they never contact you back but they keep stopping by my residence every few days to deliver the package and then leave the same phone number on the door to call that never gets answered. They have another department/division that has to do with medical deliveries of which I was finally able to get a hold of someone who was extremely rude on the phone as I was trying to explain my dilemma but they could of cared less. They stated I needed to talk to a manager and I said I would wait. They replied sorry but there is no manager around but I will have one contact you. That was two days ago. Not holding my breath. I contacted them again today (Third Call) and the same employee answered the phone, *****. Again he was very rude and said he remembered me calling before and again told me no manager was available to speak to.. I have called during different times of the day hoping to reach a manager but always get the same answer. " I will have a manager call you when I see one." Poorest customer service I have ever experienced. I have also contacted X Company and ********* eCommerce about the issue as well.

  Business response

  02/07/2022

  Consumer Response /* (2000, 6, 2022/02/04) */ someone in management contacted me from mercury services after the BBB contacted them about the complaint i filed. They were apologetic about the lack of service and rude behavior i received once i was able to speak with someone. management made arrangements to delivery my package and I have now received the order I placed on december 25th. Thank you for your help in this matter. I do not know how I would have received my package otherwise. thank you again...

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a product from a vape company October 22nd, 2022, received an email November 19, 2021 order was shipped and received no tracking number. They attempted delivery approximately December 11th and the carrier didn't have my order but had the ticket for it. I filled out a "reschedule delivery form" received an email deliveries will continue on January 10th, 2022. It's now January 27th I've tried emailing them to get an answer on my order and it's no response.

  Business response

  02/15/2022

  Consumer Response /* (2000, 9, 2022/02/15) */ Order fulfilled disregard complaint.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Related to my complaint against X Delivery. Mercury Service is the sub contractor. The day after I filed a complaint against X Delivery, here at BBB, I received a call from a delivery driver from Mercury Service about being at my place to sign for the package. I told them since I am at work to come back after 4pm. They left a "we missed you" placard on my door with their phone number. If you call the number either you go to the automated line and are told to file a claim online. If you wait for an operator they refuse to give out any information and say "you have to fill out online form". Refuses to talk to manager or anyone in authority. I have filled out several online claim forms and have heard nothing back. It's been a week since they attempted delivery and have not attempted at all to deliver or reached out.

  Business response

  01/05/2022

  Consumer Response /* (2000, 9, 2022/01/04) */ Delivery has been fulfilled.

*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. ↩