Kellye Ihq
map-marker Kansas City, Missouri

WORST Online Merchant Experience EVER!!!

I order many items online and have never had a problem with customer service. This is my first review of any company. DO NOT under ANY circumstance consider ordering anything from Mercantila/Zoostores. I cannot possibly explain how horrible the experience was. I ordered a heavy duty trampoline from them because they gave an extra $100 off of what I could find it selling for elsewhere. I paid $2,300. The frame arrived with zero packing material and was bent and the galvanized rust protectant was scratched off in many many spots. I made the delivery driver wait while I called the company, because I wanted to refuse delivery. The company basically threatened me not to refuse and that they promised to make it "right." The trampoline pads were the wrong color also and the safety enclosure was on backorder. Seriously! No safety enclosure for 2 3/4 months after I ordered the trampoline. Try telling your kids they can't jump on a trampoline they can't jump on the trampoline the whole month of June, July and half of August. I HONESTLY was on hold 1.5 to 2 hours EVERY single time I called to try to get the bent frame problem resolved as well as the correct pads and the safety enclosure sent. The safety enclosure was sent late because they were changing the manufacturer. It is not as pictured at all, and is already ripping out. The frame is rusting also. American Express would not issue a credit unless I returned it. And even though it says free returns on all products, they said I would have to pay shipping. They wouldn't give me a shipping rate though. They said probably $500 if I wanted to return it. I can go on, but I think this is enough.
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Loss:
$2300
1 comment
Guest

See there are a few issues I have first off the safety net REALY did you know that this will not keep anyone safe on a Trampoline LOL it is just away to make a few hundred more for 5 bucks worth of netting and you can fall or rip through it in a second and will not make it really any more safe. As for the bent frame shipping damage should have been taken care of right away before you took it. The complaint I have with this company is what they pay there employees and how they treat them like garbage when we in sales are not in customer service and have to deal with this kinda stuff

Anonymous
map-marker El Paso, Texas

Zoostores/Mercantila Shut Down

I also ordered a couch about on March 3rd and never received it. First they would tell me that my couch was on a back order, and they finally gave me a new shipping date of April 19th. When I called on the 22nd because the order didn't ship their call center was shut down, and they would not respond to my emails. Their order status page (https://orderstatus.mercantila.com/) shows that they're going out of business. The best thing to do is call your bank or credit card company to try and get your money back. I hope this helps, and everyone can have their issues resolved. Good luck!
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Loss:
$931
Ethaniel Xcs
map-marker San Francisco, California

NEVER RECEIVED MERCHANDISE OR REFUND

I purchased a media chest on-line through zoostores.com my order processed within 2 days and payment was accepted. I waited weeks for a shipping confirmation, to no avail. When I started doing research and tried to contact vendor nobody answered the phones or responded to my email inquiries. I've began the process of contacting the BBB & my bank to further assist me.I'm shocked as to how many customers they have ripped off. I truly hope to hear back from someone, It is unfortunate that now I will not be making purchases online. I don't know how this can happen to so many people and there has been no legal action against this company.
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Loss:
$398
4 comments
Guest

Me too! Ordered a headboard, but cancelled order due to back order and they closed before refunding me my $298.00

Guest

Same issue as everyone else on here. There company was shut down BEFORE I even ordered an armoire from them.

They still processed the payment immediately and never sent the item. They quickly responded to my first email, then haven't replied since then. Their response was, "we will send you the tracking number from the warehouse when we get it" and, "we should have the tracking number within the next 48 hours".

This company was obviously a scam and hot garbage. UNAMERICAN!

Guest

I'm sorry for your trouble. I had the same experience.

I ordered a headboard and chest but canceled the items due to the back ordered date. The amount was $522.67. At first mercantila was responsive but not helpful, them did not respond to the tickets or answer the phone at all. I had receive a call afte 6 weeks if waiting for a refund saying a check would arrive in 3-7 days.

I never got the check. I put in a claim with PayPal which I used to pay for the items and they sent a notice to mercantila to respond within 10 days. If course there was no response so Paypal had out a hold on the amount of my refund. After 10 days was up with no response paypal refunded my account by making the transfer out of mercantilas account.

I put in comaints to bbb and to the California attorney general consumer complaint.

Best bet is to work with your bank and be persistent. Good luck

Guest

I also ordered a couch about two months ago and never received it. They're call center shut down, and they don't respond to emails anymore.

Their order status page shows that they went out of business. Best thing to do is call your bank or credit card company to try and get your money back.

I hope this helps, and everyone can have their issues resolved. Good luck!

View more comments (3)
DJ SFO

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker San Francisco, California

INCORRECTLY ADVERTISED AND UNSAFE CHAIR

Updated by user Apr 04, 2013

Finally after calling every other day and filing complaints and with the BBB I was refunded my money and they picked up the chair 2 weeks later.

Definitely a company to stay away from...

Original review Mar 04, 2013
Placed an order with ZooStores 1/23/2013 for an advertised signature Design by Ashley Vivanne Chocolate round swivel Chair for $519.55. The chair was advertised as 39"D x 36"W x 36" H. The Chair arrived larger than advertised 46"Dx42Wx32H and would not fit in the designated area I had set for it based on its advertised size which is NOT correct. Furthermore, and more important, the chair is "Tipsey" If you dont sit in IT just the right place you fall off the chair (i did) as its base is not designed correctly for this chair. I contacted this company by phone 10mins after I received it! they do not settle things on the phone. its all by website. I filled out the form online and the Zoostores people that review theses things are IGNORANT AND THIRD PARTY RETAILERS. They proceeded to say the MFG said the chair comes in only one size! but it actually comes in two sizes and mine is neither!! they put the wrong size in their web Ad. I am trying to have them pick it up and return it for refund but they dont believe me and requested I send photos proving my allegations which I DID! Yet they are not responding BACK and I seem stuck with this chair that is too large and unsafe to use...This is the worst company i have ever had to deal with!
View full review
Loss:
$520
Conlin Bjr
map-marker Livonia, Michigan

Sooooo mad!!!

Well I just received my statement from my credit card stating a purchase from zoostore.com as I THOUGHT I ordered a coffee table. Needless to say NO TABLE!!! What do I do? No one seems to answer their customer service line. HELP! I want my money back!! Did anyone else receive a letter about this company???????????? Who do I contact or what do I need to do to submit a complaint and be refunded the cost from this "purchase"? I am not happy about this one bit and it makes me wonder if online is a safe way of shopping!
View full review
Loss:
$326
Anonymous

*** patio furniture, paid in advance, won't take back

poor customer service, no response from Zoostores, told me to call mfg....sent dispute with credit card, they did not respond to cc dispute, paid in advance.....do not buy anything from ZOOSTORES furnitre came in during winter, did not open boxes until spring, then found dented furniture, missing pieces, incomplete assembly instructions, inferior materials.....do not buy from this company or you will be very sorry, they are in the business of ripping off people with inferior products....sent 52 pages of documented material, heard nothing from them, my cc could not take back the money because of their return restrictions
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Loss:
$1700
Dasie Paq
map-marker Wichita, Kansas

Worst online experience ever

Please be careful if planning on using Zoostores/Mercantila to order an item online. I have never written a review before but feel I need to in order to help someone else. I have used Amazon, Wayfair, and Overstock and have never had a bad experience. In fact, I found Zoostores when looking at sofas on Amazon's website because they had a link to the same couch but several hundred dollars cheaper - enough to lure me in to take a look. The website promised the sofa would be delivered in 2-3 days and offered a 10% discount so I ordered and was a pleased customer until I noticed the first red flag that my credit card had been charged immediately. Typically, online stores will not charge your card until the item ships. The second red flag was that they sent me an email changing the shipping date from 2-3 days from the day I ordered to more than THREE MONTHS from the day I ordered. I promptly looked to find a customer service phone number so I could cancel the order but there was no phone number listed - instead I was directed to a link to write a "receipt" and was promised they would be back with me within one business day. To make a long story short, it took three days to get my order cancelled and still no refund to my card. I began researching the company on google and found hundreds of links to websites with complaints against Zoostores (which is the same company as Mercantila). There are hundreds of more complaint websites against Mercantila. Several disgruntled customers have created blogsites speaking out against Zoostores/Mercantila. One of them suggested threatening a chargeback on your card, filing a dispute with your credit card and/or paypal, and contacting the BBB. I did all three. Please beware of this company and do your research before you place an order. I will never use Zoostores/Mercantila again.
View full review
Loss:
$1600
1 comment
Guest

Hoping this will be helpful for others wanting their money back.

I was scammed by Mercantila as well. They were withholding the $480 I paid them through PayPal for an order I canceled and an item I never received. I got the runaround over the phone many times...

BUT - I sent an email to several dozen email addresses (after much online research) and threatened to file a complaint with the BBB and the Attorney General of the State of California, file a dispute with PayPal and take any necessary further legal action.

I received an email response within 45 minutes and they refunded my money through PayPal THAT SAME DAY.

Folks, EMAIL "customer-service@***a-inc.com" and make the same threats. Someone will respond and you will get your money back!

Anonymous
map-marker Phoenix, Arizona

Took $1380.00 in Jan., nothing to show for it.

On Jan. 27, 2013 I ordered two Tommy Bahama night tables. My payment of $1380.00 was immediately taken via pay pal. Each month I would call to inquire about the shipping date. The answer was always the same: the manufacturer hadn't given them a date for shipment. When I asked for a refund in April, I was assured the tables would be coming soon, and I would be given an additional 5% off for being patient. This month I had run out of patience and discovered the company is closed! I suspect all along fraudulence and deceit! I have a sick feeling I'll never see my money or furniture. How can people do business like this, and get away with it?
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Loss:
$1380
Malikhi Uqi
map-marker Fremont, California

Bought item, not in stock, cancelled order and no refund.

I ordered a jewelry box and waited for over a month, then I cancelled the order and received confirmation on e-mail This is the order: 01/27 MRC*ZOOSTORES.COM 800-718**** CA 246.18 (Visa statement) Cancellation: on Feb 02/21/13 4:45 PM (e-mail from Mercantila) This people should be brought to justice, there is a big number of people complaining against this vendor. I have not gotten a refund from this people, I have called them several times, the clerk can only submit the complint and that is the end of story. I have send then a number of request for refunds but the has never been an answer back.
View full review
Loss:
$246
2 comments
Guest

Mercantila is now Zoostores.com They do not have a call center anymore. Mercantila keeps the customers money for over a month so they can get interest from a high interest account.

Guest
reply icon Replying to comment of Guest-642745

Is there any way to get my money back? I paid over $600.00 for a bed.

Finally cancelled the order when it became obvious they weren't ever going to ship it.

I was promised a full refund months ago. I've contacted visa, but they said it could take months to investigate.

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Anonymous

Mercantila didn't ship table for over 6 months

This is the worst experience I ever had buying furniture. Ordere table on October 3, 2012. They promissed to ship it in December. I've got a good price for it, so I decided to wait. By the end of december the table was not still shipped so i tried to contact them. I talked several times to the customer service and they promissed to escalate the case. yet, by the end of January nobody responded and the table had not been shipped yet. After filing a complaint with BBB they replied within 2 days that they shipped it. After 3 more weeks (February already) I still did not receive the table and called them. Once again they promissed to escalate the case. But within next three weeks I haven't heard anything from them. In March i called the company that ships for them, and they told me that Zoostores actually shipped just the half of the shipment and they are waiting for them to ship another half. So once again I had to reopen the case with BBB. In the middle of March they sent me an email stating that the rest of the table will be available for shipping in June(!!!) and asked me if I would like the first party to be delivered. What? Really? What a great customer service. Sure! Why don't you deliver the base of the table without the top. It would definately help me! Even after asking for refund I had to wait for almost 3 weeks to get my money back! Worst customer service ever! Call waiting times are over 40 minutes. There is never a manager available. they are only communicating via emails, which obviously doesn't work. Buyers, beware!
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Loss:
$219
Akim A
map-marker Philadelphia, Pennsylvania

Ordered a $775 Sofa from Zoostores. Never received it.

I ordered a Signature Design by Ashley Phoenix Redwood Queen Sofa Sleeper on March 26th, 2013 on Zoostores.com. It's now April 24th and I still have not received my sofa but they took my money. They claim that it takes about 5 to 10 business days for them to ship every order. They don't reply to my emails and they closed down their call center. Every time I try to call them they redirect me to their website, which is still up and running. This company is a SCAM and you should stay away! Always research companies before you make any purchases online.
View full review
Loss:
$775
Anonymous
map-marker Dallas, Texas

Paid $2500 for Product I have not received

I have called the CEO for zoostores on his cell 650-898-****. After being jerked around for at least three weeks. Every aspect of this process has left me angry. Nikhil and Kelly are not taking care of the prior mistakes. My daughter who turned 6 (this expensive bedroom set was her gift) still does not have a bed. It's as if I paid someone one lots of money to slap me around and tell me that was the best they could do for me. Zoostores and Mercantila SUCK Zoostores and Mercantila SUCKZoostores and Mercantila SUCKZoostores and Mercantila SUCKZoostores and Mercantila SUCKZoostores and Mercantila SUCK
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Loss:
$2500
Anonymous
map-marker Rockford, Illinois

Payment withdrawn, but still no tracking after 1 month

I ordered a magnetic board as part of a teachers' wish list for a small private school, back on March 26th. The payment was taken from the account the next day, but no shipping or tracking number has ever been sent. The status still remains in processing on the website. IT has been over a month now, and the school year is near it's end- still no product. Every attempt to reach someone at the company is a dead end. By phone the offices are not open (no matter what time of day you call) and though their written contact page through the website says that someone will respond in 24 hours, that is also a b; blatant falsehood as I have yet to receive any response from the two correspondences I've submitted through zoostores or even through Amazon's vendor page. I just want to cancel the order and get the schools money back. It is despicable to run or rather not run a business.
View full review
Loss:
$181
1 comment
Guest

They just filed for bankruptcy protection. I got the email yesterday.

Did you purchase with credit card? Call card customer service and explain situation I received full refund to my recent purchase with same situation.

Anonymous

Mercantila is a scam

Ordered a dining table in November 28, 2012 that was supposed to be in stock and delivered in 14 days in time for christmas. An email was sent notifying that it will be shipped on Dec 20th which means I will not get the item before the holiday so end up cancelling the order. After numerous calls and messages I still have not received my refund - in those 5 months I'm getting promises that the account dept is working on it. This is a scam!!! I already filed a complaint with BBB and now I'll do the same with Consumer Affairs of the State of California. Stay away from this company - buy from Wayfair, Amazon, Overstock and other big trustworthy companies.
View full review
Loss:
$339
Kaneisha Qtx

Lied all the way, closed their doors and stole my money!

I purchased $752.40 of daybeds from Zoostores.com in early March. I made several calls, being told everytime that my order was shipped. They have now closed their doors and never sent my products. I was lied to through the whole process being told it was shipped and they full well knew it never shipped and was never going to ship. That is outright fraud and I demand my money back. A lawsuit better be filed! They have screwed thousands of people out of their money on purpose. Our judicial system should protect the consumer from this fraud and we all know these people are just going to go out and start a new online business under a new name with no consequences. They should be in jail!! If someone stole $752.40 out of my purse they'd be in jail and that is exactly what these people did!!
View full review
Loss:
$752
2 comments
Jahan Qhg

They stole my money too. I am filling out a police report tomorrow.

I am a lawyer and will file a lawsuit against them. it appears to me that this company was formerly Mercantila, which employed the same business practice of stealing from its customers.

Guest

Did you purchase with credit card? Call card customer service and explain situation I received full refund to my recent purchase.

Much easier than lawsuit. Agree these people lied, cheated, and stole from us but I don't have time for them.

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Anonymous
map-marker Oklahoma City, Oklahoma

Fraud

Zoostores Mercantila fraudulently took funds. * They sold an "unavailable" product, *withdrew funds from my checking and *have not returned my money. Months have passed, *no phone line to call. *Minimal response to email and *indications that it will be 6 more months. This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! This is a hardship! 100
View full review
Loss:
$2000
1 comment
Guest

It is with much sadness in our hearts that we write this final letter. It was a pleasure to serve our customers over the past couple of years and we thank you for shopping with us.Mercantila Acquisitions, LLC (d/b/a Zoostores.com) (the .Assignor.) has made an assignment for the benefit of creditors (.ABC.) to Zoostores.com (assignment for the benefit of creditors), LLC.

An ABC is a formal process commenced under state law whereby an Assignee is assigned assets of an Assignor and the Assignee then monetizes the assets and distributes the net proceeds to the creditors.Within the next 30 days Assignee will circulate information regarding the ABC and a claims package to vendors, current customers and other creditors. You will have approximately 6 months to file a claim with the estates. While many of you may have questions regarding this process, we ask for your patience while the Assignee focuses on maximizing the value of our assets.

If you have not received notice by May 31, 2013, you may send an email to escalations@***.com for follow-up. Please note, however, that it may take time for the Assignee to respond to your message.The Zoostores.com team

About

Summary

Mercantila, Inc. is an American company. The company was founded in 1997. It is headquartered in San Francisco, California. Mercantila is a collection of specialty stores. This Internet superstore offers to choose any from its specialty stores and thousands of their items. Mercantila operates all over the United States. The company operates a very easy to use web site. There you can find a lot of interesting information about the company, shipping rates and times, track their order, and learn about returns and exchanges system. Customers of Mercantila can order products by phone or over the Internet.

Mercantila offers tax free shopping and 100% price protection.

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