Poor customer satisfaction. No common sense on duplicate order.
Written: Apr 25 '06
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"Mercantila inadvertently placed an identical order to mine. Upon receiving e-mail notification that they were processing an order for two elliptical trainers, I immediately contacted Mercantila by phone and by their e-mail. I was told the duplicate order would be removed, without charge to my credit card. A couple of days later, I received an e-mail that stated these "two" elliptical trainers would be shipped. I couldn't believe it, so I called again, and e-mailed again, saying PLEASE do not ship two items, ship only one, that I would not accept both, and do not charge me. A week passes, and TWO elliptical trainers arrive at my door. I refuse one of them. I go into the house and immediately call and e-mail Mercantila, who assures me that the problem would be taken care of, and that they'sd send me an e-mail to confirm as much. Nothing arrives via e-mail over the next week and more. So I call again, and am told that I received a refund for the duplicate order. However, they stated, I would be charged over $300 for SHIPPING!!! Got on the phone, almost zero cooperation from Returns department who decided it was all my fault for not giving them 24 hours notice....ON THEIR MISTAKE! I went through two or three Mercantila Reps before finally getting a supervisor who fully understood the situation and refunded my money (Hopefully, we'll see) Overall, package arrived fine, but the Returns dept needs to utilize a bit more common sense, and when they see that an inadvertent order was entered, to act quickly with their vendors to stop the shipment. I couldn't have possibly called any sooner than I did. So, sorry guys, but I think your customer service was poor in this case. "
Recommended:
No
What product did you purchase or try to purchase? Schwinn Elliptical trainer
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poppokid
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Reviews written: 1
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