MerchNow Anmeldelser 233

I ordered a signed Quantum Baby by Tinashe vinyl. Due to MerchNow’s carelessness in packaging it, the item arrived damaged. I contacted their customer support and requested to have my shipping refunded to me ($10). MerchNow proceeded to refuse helping me, citing they were not liable for the damage they caused as I had supposedly deselected the package protection plan add-on (a change you’re not capable of making in ShopPay, the platform I paid through).

In any event, as the merchant, MerchNow was, in fact, 1) responsible for the damage sustained to my item and 2) required to either allow me to return the item (they didn’t in this instance, though in a previous incident when MerchNow did, they required me to cover the return shipping, so I was still out money, in the end, for their negligence) OR provide at minimum a partial refund.

In this particular instance, MerchNow refused to assist, attempting to hold me, the customer, accountable for the damage *they* caused to my item. After which, I communicated to customer “support”, I would need to contact my bank as the action they were taking was fraudulent. Following this, Brooklyn, the inept “specialist” I was corresponding with proceeded to go into my order history and cancel my unprocessed (and at that point delayed by months) signed Aquarius by Tinashe CD, claiming she was “protecting Tinashe’s sales,” and “preventing me from opening future chargebacks”. Mind you, that doesn’t make sense, as the cancelled order included the package protection add-on, so had there been an issue with the order, I would’ve been covered and there would’ve been no need to contact support or chargeback.

What’s implied here, is that I, the customer who received a damaged item due to MerchNow, the merchant’s, negligence is somehow in the wrong and attempting to steal from “their artist”, which frankly is not only an insulting and disrespectful accusation, but wholly unprofessional. I shop at a number of retailers: Rough Trade, Urban Outfitters, local record stores, and it has never been an issue, among any of them, to have my cost of shipping refunded to me, when a package arrives damaged in transit. Perhaps this is because those retailers possess a business ethic MerchNow lacks.

Regardless, I own Tinashe’s entire discography, signed…I don’t need to steal from a company who doesn’t even bother to properly package the items they’re responsible for shipping. I would’ve happily returned the damaged vinyl MerchNow sent to me, had the option been offered to me, as I already own a copy of Quantum Baby I got signed at Tinashe’s show. However, MerchNow was too concerned trying to profile me as some sort of defrauder or thief to offer actual customer service and appropriately assist.

After receiving this treatment, I reached out to Tinashe, the artist they alleged they were protecting, and communicated my frustrations, to which she responded she would see what she could do. Her consideration and understanding stood in stark contrast to the distasteful unprofessionalism I’ve experienced in my interactions with MerchNow and was an appreciated reminder that I, the paying customer, was not wrong in this situation and that my satisfaction with the items I pay for and receive matters, as a fan of Tinashe’s, despite the disgusting implications made by MerchNow’s customer “support”.

The gag is, despite MerchNow’s petty and retaliatory action, cancelling my unprocessed order, a lovely friend was able to secure me a copy….so the only thing MerchNow has done in this situation is demonstrate their unprofessionalism and trash customer service, thereby creating a bigger issue. Because of this poor quality service, I will be pursuing a dispute with my bank; while they could’ve easily refunded me the cost of shipping and called it a day ($10), they’ll now be refunding me the full cost of the item ($50-which I had no issue parting with as, again, I’m a huge fan of Tinashe and happily give her my money).

I can only hope that moving forward, Tinashe discontinues selling her merch through this slipshod company.

I got a damaged and misprinted shirt sent to me but when I contacted support Brooklyn, the customer support specialist was super understanding and made sure the issue was resolved, she sent me a refund, told me the ETA of when the shirt I want will be back in stock and is going out of her way to check on the quality of my order when I get a new one.

I ordered a package to Mexico, paid the shipping amount, and asked how secure it was before placing my order. I then waited 3-4 months and received no information after it "entered Mexico". It has been almost a year since I placed the order. It seems as if the package didn't pass the border and now I don't have the products I purchased or the money and they stopped responding.

Bought a hoodie through merchnow that ended up not fitting the way i liked because it was a different brand than i had expected. Lucille went above and beyond to help me return the hoodie and be able to get one in the brand i wanted. it’s becoming rare to find companies that will do this so it was amazing to have someone help me get what i needed.

My tshirt was lost by USPS so I reached out to the customer service team. They were quick to respond and assist me with setting up a replacement order. Thank you!!

I have never dealt with such an adversarial customer service department for a legitimate inquiry. If Lucille engages in condescending behaviour to everyone...Well, let's just say I am more than happy to spend my money elsewhere. I won't be giving it to you, anymore. Others feel the same, using the exact same words: *spiteful *hostile * condescending. Considering the similar commentary on reviews sites about your customer service I think it's time to look inward. You're the problem; not the customers.

I'm sure you'll also have something to say about me, the "dumb customer." Addressing your customers with spite is unwarranted, and unprofessional. As I told the rep today, the page-long response I received was a litany of snarkiness, condescension and overkill.
I inquired about a discount on shipping. I was told they really can do whatever they want. If they want to leave an order sitting, waiting 4 days before they ship, they can and will do this.

No accountability on these people's parts.

Lucille for customer service was extremely helpful and provided me with timely service to correct a manufacturing defect. I received my replacement LP within 7 days of emailing customer service. I appreciate the help and recommend purchasing from MerchNow. Their customer service team deserves recognition for their work. Shoutout, Lucille!

Updating to respond to merchnow's response:
This is not true. I have never harassed your staff. The only times I have emailed your customer service was when packages were late or tracking showed you didn't drop them off at USPS. A customer asking for updates and help with their orders is not harassment. So I'm not really sure what "options" you think you have exhausted. You also didn't explain why I was banned from ordering from other labels after you originally told me the ban was only for Equal Vision merch.
To address your other point, yes USPS has confirmed orders delivered on multiple occasions because I have spent hundreds, if not a thousand dollars with you in the past. I also never actually disputed any charges to you with my credit card company. I had only said I would have to if you were unwilling to ship my order or send a refund on an item I had no received! Your response just proves you will not accept responsibility. It's also crazy that you are banning my family members from your store as well.

Original review:
May of this year I found I was getting my orders cancelled without notice. When I emailed to ask why, they responded that there were "excessive issues" with my account on Equal Vision Records orders and that I had been banned from ordering again. They were referring to a single incident the prior summer where I ordered a few records. Tracking was sent to me, but after 2 weeks, tracking still showed USPS never received it from merchnow. I emailed them and they told me it was just a usps error missing a scan. I waited until 2 months had gone by and tracking still never updated. I told them I wanted them to resolve the issue or I would need to complain to my credit card company. They responded by linking me to an article from another merch company that had non-truths about USPS and they talked about how USPS uses different scanners for media mail and that they are less effective.
While that is not true, even if it were, it is their responsibility to get orders into their customers' hands. The proper response would be to either send a new one (assuming they actually sent the first) or be proactive and tell the customer you will follow up with USPS and file a quality control request to locate the package. Instead, merchnow banned me from ordering even though the problem was entirely out of my control and all I wanted was the item or a refund. I was not cussing them out in the emails and although I was mad, both sides seemed to be respectful enough. I had no idea they were banning me.
Fast forward back to May of this year, they told me I was only banned from ordering from Equal Vision records and could still order other labels items, but would not unban me from EVR store. However, now I am getting cancelled order notices from additional record labels (without having any more issues since last summer) and not only that, but my sister who lives in another state let me know that she had an order cancelled. I think she used an email with her old last name (mine) and they cancelled hers out of spite in connection to me. At this point, customer service does not respond to me and I don't think they responded to my sister either. This company has terrible policy and does not accept responsibility for problems outside of their customers' control.
Unfortunately merchnow is the only place to get some of these records, so although I don't like the attitude of customer service, if they are willing to apologize and move forward, I would revise/delete this review. However, without any public visibility, they seem unwilling to cooperate and make things right.

My record I ordered was damaged, MN had me reach out to route as I purchased the shipping protection. Route did not want to refund my order because they didn’t think the record was damaged enough. Brooklyn from Merchnow reached out to Route and got them to refund it for me. Thank you Brooklyn for going above and beyond for me!

No nonsense company that delivers. Professional set up and easy to order merch.

Needed a replacement for my record so I reached out to customer support and within a day they’re sending me a new one. Very quick response time and very quick resolution by them.

I've been importing merch from MN to the U.K for years now. Coheed and Cambria, Circa Survive, Chiodos, The Snake The Cross The Crown and more. Parcels always arrive, seldom do I need to raise an issue about damaged goods, always well packaged and the company go above and beyond to resolve any shipping issues for the fans. Fully reckoned getting an account and supporting your fav bands via this company.

Years ago MN would pop stickers and sampler cd's into your parcels too, I miss this, if you're reading MN, I found loads of news bands that way, consider throwing some in and we'll find new bands!

Excellent customer service, and willingness to be transparent

My recent experience with MerchNow was really great. I was having issues completing a purchase and Brooklyn was an amazing help in getting it resolved. I will definitely be back to MerchNow. Thanks Brooklyn, rock on!

Merchnow is a fantastic company! They always get the coolest releases, offer media shipping(unlike those companies that charge $14 for a single LP), and the customer service is extremely responsive and will work with you to achieve a satisfactory outcome. I don't know how many reps they have, but Brooklyn has been beyond fantastic the last two times I needed assistance.

Merch Now has the absolute WORST quality control and even worse customer service. I've never experienced such terrible customer service and I was being really nice. I ordered an orange and red smush vinyl (that cost me almost $40 by the end of it) and what arrived was a solid bright red vinyl. I honestly thought they had just sent me the wrong variant by accident. It looked NOTHING like the photo of what they had on the website (our only way to know what we're ordering) and when I kindly reached out and sent them a photo to see if I could ship it back and exchange it they refused and said it was the correct variant and "from what this looks like to me, is the red is such a bright overpowering color, the orange has a hard time showing through" which made me laugh because it there wasn't a speck of orange in this vinyl. I won't be ordering from Merch Now ever again. Not worth the insane prices and the hassle of dealing with their terrible customer service. Always shop local! They deserve the money way more than Merch Now ever will.

Customer Service was quick to respond the next day to an email. Was able to resolve a shipping issue.

Worst company to purchase from. Second year in a row that items received later than Christmas. Emailed and they said “slowest shipping was purchased”. No where in the email that was sent out said it had to be priority shipping.
Paid $10 for shipping on December 7th and as of December 27th it’s still not here lol. Order off Etsy, don’t support them.

I accidentally brought the wrong vinyl and im in the uk so shipping is extortionate, in a panic i emailed the customer services and Brooklyn (wherever you are i adore you!) was so helpful and quick and sorted me out😊 Great experience would 100% recommend

Excellent support. They were very helpful and understanding even though i was totally at fault. For not catching my messed up shipping address. They went above and beyond to help me. And i am so very grateful