MerchNow, LLC

Hello [redacted],  Firstly, I want to apologize about any delay in our support team getting back to you regarding order #[redacted]. According to our email system, I am not seeing any emails regarding this matter but we would like to have this resolved for you. I've taken a look into your order and due...

to an error in the system, your order is still pending in our system. You've requested to have this item refunded and I'll be glad to take care of this for you. However, if this is something you'd still like to receive instead, I'll have this shipped out today and expedite shipping to arrive tomorrow for you. We'll also have your shipping costs refunded in full. Please let me know if this is something you're interested in or if you'd prefer the refund. I'm very sorry for the inconvenience this has caused you and hope to hear from you soon! Jenny

Hello [redacted], Thank you for placing an order with us and I'm sorry to see the issues you are having with your recent order!  I've taken a look into this for you, the item you've purchased was a pre-sale item estimated to ship around 3/10. However, we did not receive the CDs from the band until 3/15 and were unable to ship until this date.  Once they arrive to us, all packages were shipped out immediately. The shipping method you chose at the time of check-out was for media mail and as stated, those packages can take anywhere between 7-14 business days to arrive. According to the tracking information (https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=[redacted]) your order was delivered on 3/31 which falls right into that time frame.   Since you would no longer which to receive the item, please feel free to send it back to us for a refund. Typically, you would be charged a restocking fee for the return but we'll waive this for any confusion/inconvenience this order has caused. Please let us know if there is anything else needed and we'll be happy to help!

After much time and effort on my part only, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards,  [redacted]

Consumer filed new complaint:
I ordered things from merchnow on October 31st and still didn't receive anything. I paid 781,16 Dollars. I wrote some emails to them and sometimes got an answer, sometimes not. They told me that my order will leave them soon but now it's over 6 months that I've been waiting. I wrote to the Revdex.com before and after that I got a reply from Merchnow that they will send my items immediately. That is two weeks ago and nothing has happened. They don't reply to my emails. RefundI want my money back. Regards,
[redacted]

Hi [redacted],    We completely understand your concern! I checked on your new tracking information and I can confirm your package has cleared through Canadian customs as of May 15th.  Our international shipping company works directly with the US postal service to keep information updated, so we actually receive 2 ways to track your order.I'm going to supply both of them via links so you can keep track on both of them, one may have more detail than the other through the process so it's good to check both.   Asendia tracking can be found here - http://tracking.asendiausa.com/t.aspx?p=[redacted]USPS tracking can be found here - https://tools.usps.com/go/TrackConfirmAction!input.action?tRef=qt&tLc=1&a...⇄ These work hand in hand, but like I said sometimes one with have more detail than the other so it's good to have access to both.   If you need anything else please let us know.   We apologize again for the inconvenience and confusion that Asendia caused with your order.    - Krystal MerchNow

Hello [redacted],Firstly, I'm very sorry to hear about the issues you were having with your order, not to mention the unpleasant experience you had with our CS team.I completely understand your frustration over waiting for the item with little to no response regarding the delay. This is something we...

are working to correct!I've also spoken to Matt about the conversation you had with him on the phone and have addressed that situation with him. In no way is there humor in this matter.After taking a look into your order, I do see that it was shipped out on 3/30 and was delivered on 4/1:https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=[redacted]Your shipping costs have been refunded in full as of today. Please allow anywhere between 5-10 business days for those funds to post back onto your original form of payment.If there is anything else needed, please feel free to contact us and I hope you order from us again! Have a great day,

Hello [redacted]  Thank you for reaching out to us regarding your returned item! We received your exchange and our customer service team is currently in the processes of refunding your request. The standard processing time for all exchanges is anywhere between 7-10 business days once a product is...

returned to us and we are currently in this time frame for your order. Depending on your bank, you should see those funds reappear on your original form of payment within the next 5-10 business days.  If you have any other issues, please do not hesitate to ask!  Have a great day,

Hello [redacted],  Thank you for placing an order with us and we appreciate your patience!  There is a delay in production of the vinyl from the manufacturer and we've been told they should be arriving to us near the end of May.  I see your request here to have this ordered canceled and...

your refund as been processed.  Depending on your bank, it may take anywhere between 1-3 business days for those funds to post back onto your account. Please let us know if there is anything else needed,  Jenny

Hello [redacted],I am very sorry that this was not taken care of for you in a more timely manner! We'll be addressing this with the customer service representative who was assisting you to make sure this type of overlook does not happen again.The items you were waiting to arrive from Shawn have been delivered and your package was sent out earlier this morning via [redacted].You can keep track of it's progress using this tracking number [redacted] The US Postal Service recently informed us, that some packages can spend as long as 5-6 weeks in customs before reaching their destination.  This varies by country, and customs laws. So please allow 2-8 weeks for transit time.We always recommend you check in with your local post office throughout transit time to avoid having the package returned to us.According to the information that was provided to me, your order contained a handful of out of stock items.As requested those have been refunded back to your account along with partial shipping.The total of this amount was $253.70 and was sent to your PayPal account moment ago.Thank you very much for your understanding and we're very sorry for how long it's taken to have this matter resolved fro you.Please let us know if there is anything else we can help you with!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have made a previous complaint for this company, I had no access to email so I couldn't respond within the 7 day window. I still have not received the sweater and now the tracking number says that my package was delivered when it was not. Either the delivery of my order that was supposed to have 7 day shipping time, or I want a full refund   Sincerely,   [redacted]

Hello there,  I am so sorry for the trouble you've experienced with your order. I have issued a refund payment of $115.93 via PayPal so you should be seeing that shortly.  Please let us know if you need anything else. We apologize again!

Firstly I want to apologize for the mistake and the delay in response. I did a quick search our support suite using your email address, but I was not able to locate any emails in regards to this order. I was able to locate an email from 11 months ago about updating your address on another...

order, so I do apologize for the lack of response you received. The item you are missing is currently out of stock so I processed a refund for the missing item + partial shipping ($6) so you should be seeing a credit of $20.99 within the next 1-5 business days.  On behalf of all of the MerchNow Staff we apologize for the mix up with your order and thank you so much for your patience and understanding

Hi [redacted],  Your order was shipped via your chosen shipping method MEDIA MAIL which is a less expensive shipping option available on media items. Unfortunately, with this less expensive option USPS does take a little longer to process shipping and tracking information is not always updated in a...

timely manner.  MEDIA MAIL shipping generally takes 2-10 business days dependent on your location, but can sometimes take up to 21 days if you're in a rural location. Your tracking information does indicate it left our Albany location and is in transit, unfortunately we cannot file a claim with USPS or do anything further until the allotted Media Mail transit time has passed. Your package has currently been in transit for 6 business days so it should be arriving soon. If you have not received your package by March 31st please contact us again directly through our support site so we can begin the process of filing a claim on your behalf. We hope this information helps and your package arrives quickly.  Thank you!

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They told me in the original order it would come in 2 to 7 days it was a pre order that didn't leave new york till the 16th due to weather delay when the album launched the 17th. I don't live far from new york at all let alone 2 weeks after the album launched. I could have picked it up in person sooner. It finally arrived at my house after I placed the  other with another company and got it in 3 days. Even after waiting a week after the album launched. I will be sending it back to the company and would like a refund. It makes no sense how some people that live in montana who ordered through the same company and the same way I did got it 4 days early but mine arrives a full two weeks late. If I had known the pre order would not show up on time I would have bought from a local store.  Regards,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *, and find that this resolution is satisfactory to me. 
Regards,
*

Hi [redacted],Thank you for placing an order with us and we apologize about the delay in receiving it! It was brought to my attention that you've been speaking with our buyer (Shawn) directly regarding the items that need to be ordered for this package. As of today, we are waiting on 1 more item to...

arrive for your order. He let me know that you've been in contact with customer service (Brittany) about some of the items being out of stock.She has informed me that those items will be refunded as requested at the time of shipment.In order to prevent any further delay in your order, I'd like to offer you the option of having the in stock item shipped out for you and we'll have anything pending shipped separately once they arrive.Please let us know if this is something your OK with and I'll have the team get this out for you.We appreciate your patience and understanding! Hope to hear from you soon,

Hello [redacted]Thank you for placing an order with us and I am very sorry it’s taken our support team this long to respond back to you! I’ve taken a look into your past email and current wand would like to get this issue resolved.According to the tracking information, your package was delivered on...

4/25.We will need you to contact your local post office right away to find out if they know anything about this package.If you live in an apartment community, or dorm please check with your front office/mail room as well to make sure its not being held for you.We will also need to verify the shipping address as well to make sure we do have the correct information on file.The address provided during checkout was:[redacted]
[redacted]
[redacted]
[redacted]USPlease let us know if this address is correct, and what information you are able to gather from your local post office so we can further investigate through our postal rep.Hope to hear from you soon,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Even though they say they marked my order as fraudulent, I have not received my money back. Just checked my bank account and the full payment I made for my order still appears as blocked. If I don't get my shirt at least I need my money back. 
Regards,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]