ComplaintsforMercatalyst, Inc

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 24, 2024 I purchased a bracelet that was advertised as real diamonds. On June 6, 2024 I received the bracelet which arrived broken. I have contacted the merchant without success. I then went to my financial institution on June and on June 24 I received a temporary refund. However July 17th the temporary refund was subtracted because the merchant stated I did not respond when in fact I had already emailed them all the evidence. I went back to my bank which stated they could no longer help me because the merchant stating I did not respond when I am attaching the evidence of all email attempts made to contact them including evidence of the broken bracelet.

  

  Business response

  08/05/2024

  Hello,

  We never received the photo from the customer, unfortunately. 

  I've checked the attachment the customer sent here and reopened their case. We're sending a label to return the bracelet for a refund. If the customer lets us know when it's on the way back, we can get that refund processed a bit faster.

  Thanks!

  Customer response

  08/08/2024

  I have reviewed the business response and accept this resolution, I will print the label and send the tracking info once obtained for a full refund. 

  Customer response

  08/09/2024

  I have accepted the business's offer for a full refund upon return of the item. I have attached a copy of the receipt from ***** as proof of return of item.

  Customer response

  08/09/2024

  I have accepted the business's offer for a full refund upon return of the item. I have attached a copy of the receipt from ***** as proof of return of item.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently found out that ******************* card was being charged a $6.35 monthly fee since 2023. I called the mercant and could not speak to a human. I sent email to the address on the ** transaction. The company said that I selected a subscription membership with them when I purchased an order with them. I asked them for proof of the order. After several attempts and informed that I would pursue legal action against them, I received an invoice for an item that was canceled within 9 minutes of purchasing. They have failed to show me where I selected a membership over paying an $8 dollar (I am certain that I did not). I wanted to be fully refunded for being ripped off by this scam company.*****************************

  

  Business response

  07/10/2024

  Hello,

   

  While the customer did opt in to the membership when they placed their order, I see that they did cancel the order and therefore did not receive any benefits from the membership. I made an exception and have refunded all of their membership fees.

   

  Thanks!

  Customer response

  07/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I noticed a charge of $5.46 on my credit card. I am not familiar with this company and I dont know what its for. Please provide a refund.

  

  Business response

  07/02/2024

  When the customer placed their order, they chose to join our $4.99/month Membership program instead of paying the $7.99 shipping fee. 
  
  The Membership auto-renews monthly unless it is canceled. You can read about the benefits, find the membership details for each site, or cancel your Membership from the link on your account page or by heading to:
  *********************************************

  The customer canceled the membership themselves on 6/29/24. The most recent month's fee was refunded, but previous periods of membership are not eligible for reimbursement. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a ceramic heated electric brush. Upon 1st use the temperature could not be regulated and it would not power off. Had to unplug it.Tried to contact company but got no response.

  

  Business response

  05/16/2024

  Hello,

  We've been replying to, and receiving responses from this customer since their original email on Tuesday, 5/14/24. We needed more information to locate the order to issue the refund. Once provided with that information, we were able to locate the customer's order under a different account and have now issued the refund. (See attached documentation.)

   

  Thanks!

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ordered a set of cooking ware from the company, when it arrived there was a pan that was so badly damaged that it was unusable. I contacted the company about a replacement. I complied with sending pictures of the pan.I was initially offered a $20 credit back.I insisted on a replacement, the employee agreed and sent me a ***** return slip to return the package and once that was received, they would send out a replacement. I complied within the time frame that was given to me.Emailed the company again to see if they had received the package and was told that they don't have anymore sets and I would be refunded the price.If I was told that I would get a replacement set once I returned the original then I should get the replacement, not a half assed sorry, here's your refund.

  

  Business response

  04/09/2024

  Hello,

  We've already issued a replacement for this order on Friday. I've attached a copy of the replacement order and the communication with the customer.

  

  Business response

  04/12/2024

  Hello,

  We've already issued a replacement for this order on Friday. I've attached a copy of the replacement order and the communication with the customer.

   

  Attachments:

  contact.pdf replacement.pdf

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to place an order with morningsave. I was unable to sign in to my acct. On the website they were suppose to send a code that i could submit to confirm i never got one. So i was asked if I was a member. I signed up for a membership. It took my payment. & i tried to sign in again with my .mail address. still unable to login. Would like a refund for the membership that I signed up for I am no longer interested in being a member. My phone number is ************ if there are any questions.

  

  Business response

  03/12/2024

  Hello,

  The customer's account is not under the email address provided. It's linked to their ******** account. To log in, they need to click the ******** logo and they'll be signed in automatically. (This is why the password reset email wasn't working, because there is no password to reset.)

  I canceled and refunded the membership they joined on 3/8. That *** take up to 48 hours to show up in their account.

  Hope that helps!

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/24/24 ordered item from morning save . They added an extra charge for some kind of membership I did not agree to. I called my cc to find out what it was and found they had charged me for their service that ...again, I was not aware of. I want my money returned to my cc.

  

  Business response

  02/22/2024

  Hello,

  On 2/19/24 9:08 am, we received a message from the customer via the ******************** site and responded the same day at 9:34 am with a cancellation and removal of their account, as requested.

  The customer selected the membership 1/24/2024 11:26am ET when they placed their order with us. The membership fee charged when they placed their order went towards the Free Shipping benefit they used on that order, so that does not qualify for a refund. 

  I've attached a copy of: the communication, which shows a screenshot of the membership and flat shipping options on the checkout page, the order that used the membership for free shipping, and confirmation that the membership was canceled on 2/19/24.

  I hope this helps clear things up. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Saw advertisement on "Entertainment Tonight" for 2 piece pan set as a "steal" of "2 for $20". Made an inquiry into the matter to verify accuracy with the company, but did not receive any reply. Made an order for 1 green set and 1 grey set, but was charged for $20 each. Made inquiry to the company for adjustment, but the reply was the special price was for each set of two pans, hence 2 for $20. When I sent a screenshot of their website advertisement, they ignored it and did not comment. I requested a cancellation, and was told that the order was already sent and could not be cancelled. A late email showed that the product was shipped at 5:53 pm, not days before as I was told. There is no customer service number to speak, but I have emails and screenshots and video copies of their advertisements and other similar advertisements. After this transaction the website was changed to remove the video and changed the price to $29.99 for each set. I was told to return the products and pay the return postage myself if I do not want to keep.

  

  Business response

  01/19/2024

  This customer wrote to us asking about the pan sets. We did reply to all of their messages. 

  These were 2 pans for $20. They were advertised a 2-piece set for $20. 

  When making the order, the customers pre-order details included the photos of both sets, as well as showing both sets were $20, and would have given full information on the subtotal and total due. 

  By the time the customer had requested a cancelation, this has already been packed and was on a truck to the shipping carrier. It could not be stopped. 

  We'll be happy to refund the additional set one it's returned. 

  Thanks!

  Customer response

  01/19/2024

  I am rejecting this response because:   

  - On January 3 @ 7:03 pm CST after I saw the advertisement on ** I made an initial inquiry to the company before I made the order to make sure that the advertisement was labeled properly.  On January 4 at 10:14 pm CST the company returned my inquiry after I made the order indicating that I made the order for 2 sets.

  - The advertisement clearly shows "2 for $20" as a "Steal" for "this fry pan combo" that was displayed on the ** screen and on the company's website.

  - In e-mail thread with **************** I requested an adjustment to the account on January 5 @ 6:51 am CST, followed by a request to cancel the order on January 6 @ 7:18 am CST, followed by a response from **************** on January 6 @ 9:41 am CST that the order is shipped and cannot be cancelled.  The website order page did not update after the 24 hours as she informed me.

  - In the e-mail thread with **** and ********** requested a cancellation of the order, but was told on January 9 @ 10:24 am that the order is shipped and cannot be cancelled.  I was also told that if I want to return the order, I need to ship it back at my own expense.

  - On January 9 at 5:53 pm EST I was informed that the order was just shipped.  I received the order on January 12 at 1:49 pm after the estimated delivery date of January 8-10.

  I like the pan sets - one I wanted to give as a present, hence the two purchase - but if the company does not want to reimburse me for the difference, they should pay for the return postage themselves.

  

  Business response

  01/19/2024

  Looking at the images from the ** show, it is clear that you are receiving 2 pans for $20. They call it a Combo set of pans and show the packaging of the pans as the 2-piece set. 

  Our CS agents followed our written policies and return policy in responding to this complaint. 

  While I understand there may have been confusion, this order was delivered as ordered and correctly. 

  Customer response

  01/25/2024

  I am rejecting this response because:   It is obvious that the vendor generated false advertisement and that they are unwilling to take responsibility.  After all, the vendor quickly modified the web page to remove the advertisement and increase the price of the product, something that they never did before.  In this case the amount of only $20 is very small compared to their other products that they have for sale.  If the vendor is so adamant to reject their own error, it must be that a lot of other buyers fell for the same false advertisement. Perhaps a class action suit would be filed against this vendor for false advertisement.

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning with the start of December I made several purchases at their wine web site (Cassmates). I was billed immediately to my Amex card even though they didn't ship anything (which I believe is illegal in **). One of the orders had a delivery window of before Christmas. This window NEVER changed on the web site. The order never arrived because they didnt bother to ship it, even though others on the web comments secton said they were receiving their orders!When I enquired about the order someone name **** -- over the course of three or so messages -- showed no remorse or effort to help and became increasingly beligerant and then threatened me. I told them I wanted to cancel all my open orders, which I never should have been billed for since they hadn't shipped anything! Finally a "supervisor" named ****** said they were cancelling the orders. But they are still appearing on my credit card. AND, to add injury to insult, people on the chat function of their website began attacking me for being upset at my treatment! (Perhaps these are operatives of the company. I don't know.)Then they shut down my account so I cannot view any of my past orders on the 4 sites they operate!I have no plans to ever do business with these people. It's not a reputable company. But I need to have access to my past orders so I want my password credentials reinstated. And I want my monthly re-curring subscription fee cancelled and refunded, as well as credit on my Amex card for the 3 orders I cancelled.

  

  Business response

  12/27/2023

  Hello,
  
  This customer wrote in regarding an order they believed would arrive too late to give as a Christmas gift, though we never promised it would arrive in time for the holiday. (We do provide an estimated delivery date, which isnt a guarantee.) The customer became combative and demanded that we cancel the order and advised that they would file a chargeback claim with their credit card company.
  
  Once an order has shipped, its very rare that were able to cancel or recall it, which is why our rep advised the customer that they could refuse delivery of the order when it arrived and we would issue a refund then. 
  
  After this exchange, the customer demanded that all of their outstanding orders be canceled and refunded. 
  
  Despite our policy, I was able to get all 3 orders canceled and refunded. The customer was advised that refunds may take up to 48 hours to appear in their account. 
  
  The customer then took to our forum and began arguing with other customers who didnt agree with their stance. It became such an issue that we had to close the customers account to stop the arguments. 
  
  (Youll find their responses here under the username arfdawg *******************************************************************.) 
  
  At no point did our staff, or anyone representing our company, engage this user in the forum. 
  
  We will not be able to reinstate this customer, as they also sent a belligerent email, cursing at us. (See the last email attachment.)
  

  I've attached a copy of all 3 orders, showing they were canceled and refunded as promised.

  
  

  Customer response

  12/27/2023

  I am rejecting this response because:   

  This company LIES and MISREPRESENTS itself.  Their CS agent was rude to me, escalated his rudeness and then threatened me.    Since this company will not allow me to use my account, where the messages are stored, I cannot show you the correspondence, which is housed on their web site.  Convenient for them, eh?

  Further, their employees DID engage with me in the online "chat" function. This is another lie.

  Additionally, they at first LIED to me, telling me they could not cancel the orders.  But magically, when I let them know I would be telling Amex not to pay the charges, the orders were cancelled.

  They then promised that these charges would be credited within 48 hours.  They weren't.  I had to inform Amex not to pay the three bills anyway.  They are simply not reputable. They lie and distort the truth.  And frankly, this in not the first time they did this with me.

  In terms of engaging with other customers, I responded to the rude comments made by them.  Why wouldn't I?  Should I sit there and be persecuted?Funny how the company allowed them to comment, but blocked me.  Suspicious, no?

  In terms of the shipping window.  It never changed.  It was supposed to arrive BEFORE XMAS.  They are now saying the shipping window is not cut in stone, yet others received their item days before my due date AND they NEVER CHANGED THE DUE DATE ON THE *** SITE.   If it was going to arrive late, why didn't they change the date on the web site?  And why did some people get their order before the scheduled due date?  The employee who later threatened me said it was  'complicated" shipping.  Really?  What's complicated about sticking something in a box and putting postage on it?  Once again, not a reputable company.

  And finally, if you read other former customer comments here on ********************, there are many who have had similar experiences as I.  How this company gets an A+ rating is very odd and discouraging because they are clearly not reputable.

  I will be looking into other actions to ensure honest customers are not lied to in the future by them.

  

  Business response

  12/27/2023

  I included the full email history between our reps and this customer in my last reply. I also included the proof of the cancellation and refunds for those 3 orders when I stated they were canceled. 

  The "chat" function the customer is referring to our online forum, which is an open forum where our customers converse with each other. No rep from our company engaged the customer there. (I included the link in my last reply.)

  Customer response

  12/27/2023

  Fact is, their responses are filled with lies and misinformation.

  1. They were late shipping my order and didn't bother to change the "due date" on the website even though the order was now going to arrive after Christmas and others already received their orders. FACT

  2. Their customer service rep was rude, and threatened me after 3 emails. FACT.

  3. They lied about not being able to cancel the orders when they could. This has happened to me more than once.  FACT.

  4. They billed me for my orders before shipping, which isn't even legal in **.  Then they told me I'd get my credit within 48 hours. I did not. FACT.

  5. They allowed other "customers" to badger me with no recourse, while blocking me from defending myself. FACT.

  6. Others on the BBB web site have had similar experiences with them, yet they still have an A+ rating, which is ************.  BBB should look into this and provide a more appropriate rating. FACT.

   

   

   

   

   

  Customer response

  01/05/2024

  I am rejecting this response because:   

  Fact is, their responses are filled with lies and misinformation.

  1. They were late shipping my order and didn't bother to change the "due date" on the website even though the order was now going to arrive after Christmas and others already received their orders. FACT

  2. Their customer service rep was rude, and threatened me after 3 emails. FACT.

  3. They lied about not being able to cancel the orders when they could. This has happened to me more than once.  FACT.

  4. They billed me for my orders before shipping, which isn't even legal in **.  Then they told me I'd get my credit within 48 hours. I did not. FACT.

  5. They allowed other "customers" to badger me with no recourse, while blocking me from defending myself. FACT.

  6. Others on the BBB web site have had similar experiences with them, yet they still have an A+ rating, which is ************.  BBB should look into this and provide a more appropriate rating. FACT.

  Customer response

  02/08/2024

  The vendor did NOT make a good faith effort to take care of this complaint.  I don't know how you can say that.  They lied before, during and following the complaint.  They do not deserve the rating you give them.  Just read all the other complaints they get. This is not a reputable company.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought one item from morning save. They sent me what I ordered plus two cell phone holders I did not order. I loved at my credit card today and morning save had billed me for $10.60. I had a subscription to save on shipping fees that are $5.99 a month. So that doesn't add up. I did look up customer support and made a complaint.There is NO PHONE NUMBER to contact them. I have found from experience if there is no phone number = no ethics. Shisters

  

  Business response

  12/14/2023

  Hello,

  The first contact we received from the customer regarding this issue was a negative review on our site and a message mentioning their case with the BBB. Both were replied to within 1 business day. As mentioned in the attached communication, upon receiving the customer's complaint, I refunded the order immediately, without requiring a return of the product. 

  The order for the phone holders was placed from the same account as the customer's other orders. I think what happened here is the customer unintentionally placed the order, without realizing that we don't have a cart feature. 

  Hope this clears things up!

  
  

   

*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. ↩