ComplaintsforMercatalyst, Inc

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chefman ************** Immersion Blender

  

  Business response

  12/05/2023

  Hello,

  We've received communication from the customer that this order was fraudulent and is being returned to us for a refund. We've blocked future purchases from the account to protect the consumer. I've attached the communication for review. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered a tshirt from this website, but it has still not arrived, nor has it been shipped.It was ordered on 20 October 2023. I have gotten two tracking numbers.- ************** (Mercatalyst) Nov 10, 2023, 9:14?AM CST "Hi there! The tracking number from **** is: 9374811015300522981689"****.com says: "**** Currently Awaiting Package"- ************** (Mercatalyst) Nov 10, 2023, 11:51?AM CST "Hi there! I looked further into this. This package was picked up by DHL on 11/7/23. The item should be received by **** and on the way to you in a few days. Thank you! *******************************************************************************************************************"DHL.com says:"November, 07 2023 09:06 Local time EN ROUTE TO DHL ECOMMERCE OR AWAITING PROCESSING"DHL does not have it either.At this point, I feel like they're giving me the runaround. They don't have a customer service number, they only communicate through service tickets online/email.

  

  Business response

  11/21/2023

  Hello,

  I personally jumped in on this case and issued a refund on 11/13/2023 at 2:33pm ET. I've attached a copy of the communication and receipt showing the cancellation and refund.

  Thanks!

  Customer response

  11/21/2023

  I have reviewed the business response and accept this resolution., as the outcome is what I originally requested, however I am unsatisfied with how this was handled overall.  Not only was this not handled in a timely manner, but "sorry about that" is about as rude as it gets, especially after being told twice that the order was already shipped when it wasn't.  Nobody "jumped" onto anything, there was no resolution until after they were notified that the BBB complaint was made.  This is unprofessional and bad practice, and I sincerely wish they would do more to train their employees on how to handle issues without it being escalated.

  I can't expect them to do more than what was asked, however, and unlike those employees, I cannot move the goalpost of what my requested resolution was.

  I know nobody is going to actually read this, at least not on their end, and if by chance they do, they likely won't care.  With that said, please close this case out.

   

  Thanks.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The retailer sold expired coffee without clearly mentioning that items have gone beyond the expiration date. They mentioned that it is safe to consume after the expiration but not one line that stated that the items were expired. It was also labeled as being organic, which it is not. When I reached out to the company for a refund, I was told that I would need to pay for the shipping. This is extremely unfair as I would have never purchased the items if they were honest and straightforward. I believe they should pay for the shipping and also pay for wasting my time and money on something that should have been thrown out instead of sold to the general public.

  

  Business response

  10/25/2023

  The Best By dates were clearly stated in the product description as follows:

  Dark Roast: Best By 9/30/23
  Hazelnut: Best By 9/29/23
  Mocha: Best By 3/26/23

  Per the manufacturer these are safe and acceptable to consume up to 12 months after their dating

  (I've included a screenshot of that in the documentation.) 

  As the product delivered is as described, we won't be able to cover return shipping for this return. 

  I hope that helps clear things up.

  Customer response

  10/25/2023

  I am rejecting this response because:   Best by date is not an explanation date. Furthermore, there are 4 cases that have a Best By date of July 7/11/23 which wasnt even listed. 
  I would like a full refund and shipping charges either refunded or be given a prepaid label. 

  

  Business response

  10/25/2023

  The date in the photo is clearly listed as a Best By date and not an expiration date. The Mocha flavor had a quoted Best By date of 3/26/23. The date in the photo is after that. 

  Customer response

  10/25/2023

  I am rejecting this response because:   Im not disputing whats clearly listed as a best by date. Im  disputing that a best by date isnt CLEARLY an explanation date. I dont know why this seller seems to think its the same thing. All they needed to do was state on the email that it was expired coffee. The seller knows had they listed as such and was honest, people such as myself would not have purchased it. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Have Not singed Up For This Membership And A Charge Of **** Was Taken From My Account I would Like My Funds Returned And and Remove My Account From Reoccurring Charge

  

  Business response

  08/22/2023

  I've canceled this ********** for you, effective immediately.
  
  When you placed your order with us, you chose to join our $5.99/month ********** program instead of paying the $8.99 shipping fee. 
  
  As a member you receive member-exclusive benefits, including early access to special deals and free shipping on all of our sites:
  - morningsave.com
  - casemates.com
  - meh.com
  - sidedeal.com
  
  If you haven't used the ********** services during this billing period our system will automatically refund you the fee + applicable tax. Your refund is issued immediately but may take up to 48 hours to process, depending on your bank. If you have placed an order this period, the ********** fee will not be refunded.
  
  The ********** auto-renews monthly unless it is canceled. You can read about the benefits, find the membership details for each site, or cancel your ********** from the link on your account page or by heading to:
  *********************************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 luggage sets on August 1, 2023 from MorningSave for a total $307.00 On 8/7 I was notified by email after checking the status of order that my purchase had not shipped. I Originally expected to receive on 8/8/23. I was told it should ship in 3-5 business days and I would receive tracking info. I tried to cancel on the 10th when it still had not shipped. They said they could not cancel because it was stuck in processing. I emailed 2 more times because I either need my money back or my merchandise because I go on vacation on the 27th. They do not honor phone call request and I'm getting different answers by email of what is holding this up. I do not feel confident that i will get the merchandise or my money based on their responses to my inquiries .need help resolving this matter.

  

  Business response

  08/22/2023

  Currently tracking for this order is showing that this was delivered on August 18th. Tracking for this can be found here: ***************************************************************************************** and *****************************************************************************************.

   

  If this was not received, please reach out to us through our support form at morningsave.com/support and we can look into this further for you. If you wish to return these items for a full refund, please also contact us through our support form so we can assist with that as well. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a membership with Mercatalyst. I placed one order and decided I did not want to subscription for free shipping which charges me $6.99 a month. I have tried several times to call them. I have left messages and no one is returning my calls. I need to cancel this membership. I am under no obligation to keep paying them. They said it was easy to cancel at any time. I bought one item and thats all I want. I received the item now I want to cancel the membership. Im not getting anywhere with this company and I do not want to pay for this membership any longer. Please help me. Thank you.

  Customer response

  08/14/2023

  Its scheduled to be charged again on the 20th. I have requested a cancellation so many times from this company with no response. They do state that you can cancel any time. I have not heard anything from them. I do not want my account charged again. Im not even using the service. Please get these people to respond to me so I dont have to keep paying for something I dont want. Thank you so much!

  

  Business response

  08/14/2023

  Hello,

  We do not currently offer phone support. All of our customer support is via email. The customer left us several voicemails, which we responded to via email and confirmed the membership was canceled on 8/5/23. (I've attached a copy of that email for review.)

  Thanks!

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased an electronic mop, ************* Vendor stands only by its limited warranty of 60 days. In my opinion the product was faulty as it stopped working within 14 months. I am seeking replacement, but minimally more than boiler plate response. I have attempted to escalate matter to senior management who doesn't even have courtesy to respond.Note: I have also tried to work with manufacturer, also with no result. I have filed a separate BBB complaint about them earlier today.

  

  Business response

  07/06/2023

  Unfortunately, the product was several months past the warranty date and we won't be able to replace or refund this order. 

  We're happy to cover warranty replacements within the stated warranty period.

  Customer response

  07/06/2023

  I am rejecting this response because they continue to repeat, like a broken record, that after their short warranty period they disavow any responsibility for products they sell. Although they may be legally in the right, this is not good consumer policy. As such, it should count against their BBB ratings and other consumers should be warned. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/25 purchased 2 diamond bracelets. One bracelet broke within 2 weeks.attempting to receive repair or replacement. The company has not responded to any of my emails .

  

  Business response

  06/30/2023

  Hello,

   

  We responded to the customer and issued a refund back on 6/23. I've attached a copy of our messages and the order, showing the refund for the broken bracelet.

   

  Thanks!

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a product advertised on a major morning news show from MORNING SAVE. The product is "MERKURY INNOVATIONS SMART WI-FI LED BULBS". I am not able to get them to work with the ****** app" as instructed to. I contacted an on line representative notifying them of this reoccurring problem. I requested a refund after this and was only getting back and forth questions but not how to get instructions under the Warranty they told me exist to get a Refund. This appears to be unresolved less online thru that contact person so I am now filing a BBB complaint at this point.

  

  Business response

  06/16/2023

  Hello,

  When resolving an issue for this type of product, there are certain steps that must be completed. Our last message asked the following question, "I am happy to help you with the return, can you please tell me what the error message is?" which needs to be answered before we can proceed and refund or replace the item. (I've attached a copy of our communication with the customer.)

  Thank you. 

  Customer response

  06/16/2023

  I have reviewed the business response and accept this resolution.

  The message keeps saying "network error, please Retry" after I deleted the App and Reinstalled it.

  

  Business response

  06/16/2023

  I've attached the latest communication with the customer. A refund has been issued and this should be all set.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the membership and made multiple purchases. Their service became slower and slower to the point where orders were still not shipped for a week plus. I attempted to cancel these orders and they refused. So I canceled my membership and will now be shipping back all orders in process. I would not recommend at all they are a fly by at best with this type of service.

  

  Business response

  06/08/2023

  Hello,

  Unfortunately, once an item has entered the shipping queue we can no longer cancel it. The customer may refuse delivery of their orders and will be refunded when the items are processed back through our returns team in the warehouse.

*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. ↩