"I purchased a pool table lamp and when it arrived, i cut open the box to check for damage. Be aware that they recommend you open the package on arrival to check for damage. Once you do, you will be charged the 25% restocking fee and shipping both ways. Also, the package was plain cardboard with no indication of the product. The only thing printed on it was the word "Glass" which of course it wasn't.
To my surprise, the lampshades were metal, meaning light could not pass through, only down. Since I needed to also light the room, this wasn't the product for me. I called to return it. Price paid $265 - less their restocking fee for opening the clear tape - less shipping both ways = $127 returned to me. This company clearly generates revenue from return items so please learn from my mistake. If you have any chance of returning the item - buy from someone who doesn't take half your money when you return. "
"Found the perfect dining table but discovered it was only available from 2 merchants that had very low ratings from this site.
Rolled the dice and ordered from Mercantila... very glad I did. Placed the order via phone to make sure the item was in stock; was given 3% off the price without asking. Received a total of 5 emails, confirming the sale, payment, delivery date/time etc. Couldn't have been more informed.
The delivery itself (out of Mercantila's control through their contracted delivery service) was perfect. Very professional... they went beyond the delivery agreement to make sure we were satisfied.
Would not hesitate to order from this merchant in the future."
"I ordered a wicker sofa from Mercantila and then found another company that sold it for $100 less so I called Mercantila to tell them as I saw they do a 110% price match. They told me they would get back to me within a day but I didn't hear back from them after 2 days I called them and they told me that they would lower the amount by about $80. By this time I was irritated (based upon principals by now) and not only were they not matching the lower price but they weren't considering giving me the 110% promised on their home page. I decided at that point to cancel my debit card charge with my bank and was lucky that Mercantila did not charge me yet. I canceled with Mercantila via an email exchange and so far they havne't confirmed this. I won't do business with Mercantila again."
"They charge a whopping 25% restocking fee for returns!
I'm exactly 7 days into this nightmare of trying to get it returned."
"I placed an order with Mercantila Online Store on 2/8/11 for an area rug and the cost was $740.00. They checked and said the item was in stock and charged my account IMMEDIATELY. My order was confirmed. On 2/17/11, I asked when my order would be shipped and was informed that they didn't have stock and suggested I buy a different size area rug. I said no thanks and asked them to cancel it and credit my account. They said they probably couldn't credit my account for three more days at the earliest. This is 2/22/11 and my credit card still has not been credited. I have never had a more unpleasant experience in shopping online. No one has ever lied to me about it being in stock, then using my money for a month. They are located in the San Francisco area and I have filed an online BBB report regarding my experience and their illegal activities and urge other suckers to do the same. Their web address is:
http://www.goldengatebbb.org
"
"Awful... I ordered a really cool/unique jelly cupboard back in November. At the time of purchase, I was told it would/should ship around February 11th (it was a hand-made piece). The date came and passed, so I pulled up my confirmation email to see it's status and call on it - but noticed that it said 'order cancelled'. Apparently, the manufacturer discontinued it. I received NO emails, phone calls, NOTHING from Mercantila to let me know. I was just patiently waiting for my cupboard to arive and was really looking forward to it. In those 3 months - I have since lost the opportunity to find any that other stores might have had in stock or to purchase elsewhere. Mercantila is horrible to shop with - they'll be happy to take your money, but not to follow up with you to make sure the order works out and that you're taken care of in case something unforseen happens. I will NEVER buy from them again and I would warn anyone considering buying from them to look elsewhere - the headache isn't worth it if you really like an item - their customer service is really only worthwhile when they're selling you something - once they have your money you can kiss any service goodbye. :( (ZERO stars if that's possible) Perhaps I'm being too harsh - their customer service agents weren't rude or unpleasant, so much as they were useless - and the company did not communicate any change to the order). I continue to get MANY other emails from them, including additional advertisements and offers, a new confirmation email with my complaint about this situation - but nothing to say my order was cancelled. Maybe I wouldn't be this angry if I didn't REALLY like that cupboard. I was really looking forward to it. :("
"I ordered an expensive futon mattress, $320, from Mercantila.com. It was a Wolf Latex Plush Futon Mattress, size full. It came in about a week, but what was advertised on their website was nothing like the actual product. The actual product is junky with substandard materials used. Not only that, but the mattress hurt my back and my wife's back. I tried to return the item (within ~20 days of receiving the product) by emailing customer service, but they had a no return policy on mattresses. Of course, when I was making the purchase, the no return policy on mattresses was inconspicuously hidden on their website. Wish I would have seen that statement as I was making the purchase order. If I had, I wouldn't have made the purchase at all. I disputed the matter with my credit card company, and they have issued me a provisional credit for the amount paid. To all who are reading this, stay away from this merchant. If you don't take my word for it, take my word and countless others who are complaining about this online retailer."
"The WORST company! Stay away... I wish I did!
Order taking and delivery is fine, the PROBLEM(s) start when you unpack... Parts DON'T FIT, NO ONE TO SPEAK TO ABOUT THE ISSUE(s) - only email through their website, and then... NO RESPONSE - I mean NOOO RESPONSE!! - Well, actually, a Gretchen did send me an initial message saying she would contact the 'manufacturer'... but then, NO FOLLOW UP. This site is, as far as I am concerned, a TOTAL RIP-OFF - Besides, The merchandise is CHEAP and of LOW QUALITY!!
SAVE YOUR MONEY!! STAY AWAY!!!"
"I wanted to buy a rowing machine with them so I filled out their order form on their web-page, stated my address, clicked the order button and made the payment via PayPal. Later they contacted me about additional shipping charges as I do not live in the states. When I refused to pay, they explained to me that I would have to know about this extra charges and refunded me later on. But hey - why the heck they let people from around the world order their products (by advertising free shipping) and do not deliver than ? They made me write several e-mails and losing a lot of time. Just stupid.
A) They should change their web-site and order forms or B) They just want it that way ........ "
"100% rip off. stay far away from this company. do your research. they operate under different names. i neglected to do this and was burned."
"On thanksgiving day I ordered an electric heater and was told that the item would ship on the 10th. My wife called to cancel the order within the next few days at which time she was told that the item hadn't even shipped. A couple of days later we recieved, you guessed it, an electric stove from Mercantila. When I called back to return the item I was told that we would have to pay return shipping and a 25% restocking fee.
Horrible customer service, horrible management of logistics and an overall horrible shopping experience. "
"WORST STORE ON THE WEB! ! ! I tried to spend $1400 between a treadmill and a rowing machine. I was promised free shipping by 2 different sales reps. One of whom failed to call me when she promised. I called back a 3rd day to make the purchase and was told by the manager that the free shipping would not apply anymore and that they weren't sure it ever applied. I explained that I was told free shipping by 2 reps and it was in bold banners on their site saying FREE SHIPPING everywhere. They went from a $1400 sale to a possible $900 sale to $0 by their poor service, not returning my sales call, and not standing by their promise of free shipping.
PLEASE AVOID THIS COMPANY SCAM "
"Ordered product on 11/3/2010. Advertised "Fast FedEx Shipping" It's now 11/23/10 and discovered today that item ordered is on sitting at a dock on the opposite side of the country. They not only entered the wrong phone number for me, but apparently don't know the difference between San Francisco and Washington, DC. Three weeks of waiting and still (at minimum) another week to ship, and that's if things go correctly from this point on. Never experienced this kind of ineptitude from an online store."
"DO NOT PURCHASE ANYTHING FROM MERCANTILA. I have been given the run around on a bed that was supposed to be delivered weeks ago. They are still unable to answer any questions on when I can expect the bed. The delivery company promised to deliver the bed on a certain date between 9am and 3pm. My husband stayed home all day and it never arrived. When I called back the delivery company told me that had no record of my order?!? Mercantila promised a 7 business day delivery. It is a month later and they are unable to even give me an update on the status of the delivery of my bed."
"Company will not refund money. Continue to put me off and will not call me. They put you on hold and they never answer the phone. I ordered an item online and they continued to put off delivery date and trying to put it off past the 30 day refund policy so they don't have to refund money. THey refuse to refund money. Look at BBB of California before ordering anything from this company."