Mercuro reviews

Poor - please research this company before purchasing

I ordered £1000 of furniture from Mercuro six weeks ago. Although (before payment) their customer service was fine, I have heard nothing since placing the order - despite repeated attempts to contact the company through their website by email and by phone. Having done some research (which I should have done before purchasing) it seems they have set up in various guises over the last several years and that I am by far not the only one who has experienced difficulties.

My advice would be to spend a little more and buy your furniture from someone reputable. I now have to go through the lengthy procedure of trying to reclaim my money via my credit card provider.

Bankrupt Con Artists

I tried to buy a table from these guys, they took my money (nearly £600), didn't deliver anything, when I emailed about it, no reply, when I called, no reply, eventually someone responded to my email and said they were dealing with it. Again, disappeared off the radar. Ended up having to claim against them on my credit card and eventually my bank refunded the money and reversed the transaction.

NOT UK BASED ITEM NEVER ARRIVED HAD TO GET MY BANK TO RETRIVE MONIES!

I ordered a Kitchen Dresser back in August 2012, They took my £602 immediatly and told me my item would be in stock with in 6 weeks.

6 weeks came and went and nothing was heard, I emailed customer services they had no contact number, I recieved a very polite email from an Indgrid, who assuered me if I watined a few more days delivery would be arranged.

I had over 20 emails from Ingrid between August and December with all manor of excuses. when I finally gave up and asked for a refund.

I was told it would take 10 working days for it to be processed. 10 working days later still no money. Ingrid informed me SagePay had failed to process the refund and I should contact my bank to get the money back from her company.

I phoned SagePay who told me they had suspended Mercuros account and to go through my bank.

I then went back to their website which was no longer live.

I contacted my bank and luckilly I had kept every email between myself and Ingrid and thankfully NatWest were able to recoup my £602 last week.

Believe me this is not an honest company their address is a PO Box their is no office in Camden.

AVOID AVOID AVOID!!!

Luke Yerbury found this review useful

MINUS 5 STARS - LONG DELAYS - PLENTY OF EXCUSES - BAD SERVICE

I ORDERED FURNITURE ON THE 7TH OF JUNE - WAS GIVEN LOADS OF EXCUSES FOR NON DELIVERY RIGHT UP TO SEPTEMBER OF THIS YEAR 2012 SO I CANCELLED THE WHOLE ORDER - THEN HAD A TERRIBLE TIME TRYING TO GET MY REFUND - I HAVE NOW RECEIVED FULL REFUND AT THE END OF NOVEMBER 2012

I WOULD NOT RECOMMEND MERCURO TO ANYONE!!

17 December 2012

Reply from

Dear Mary,

Thank you for your review.

We are very sorry about this situation, as we have explained you in our email Streamline has restricted our access to the refund facility and they are also withholding our funds which is preventing us from refunding you in any other way.

Once again, we are truly sorry for all the inconvenience caused.

Bailey Emma

Senior Account Handler

Have I been scammed or are Mercuro just bankrupt?

Paid my money back in September and was promised the furniture in 6-10 weeks. Kept in touch with them through that time and received re-assurances that the furniture was on its way. Now that the 10 weeks are up I am informed by their customer services that they cannot supply and cannot provide a refund.

DO NOT ORDER ANYTHING!

03 December 2012

Reply from

Dear Steve,

Thank you for your feedback.

We are very sorry about this situation, as we have explained you in our email Streamline has restricted our access to the refund facility and they are also withholding our funds which is preventing us from refunding you in any other way.

Once again, we are truly sorry for all the inconvenience caused.

Bailey Emma

Senior Account Handler

Criminal

We ordered a chest of drawers and was told immediately that this item was no longer available. After two and a half months they still have not refunded our money. I complained to ISIS who have now de-registered them. DO NOT USE THIS COMPANY.

This review site does not feature on their website. The 5 star reviews on their website are from a different review company which customers are not directed to. I am now trying to reclaim money via VISA otherwise will start taking legal action.

24 November 2012

Reply from

Thank you for your review.
Mercuro is very sorry for not being able to refund you sooner and for all the inconvenience caused to you, this was certainly not our intention.
The refund has now been successfully processed and the proof of refund has been sent to your email address.
Once again, please accept our sincerest apologies for the distress caused during this process.

Bailey Emma
Senior Account Handler

Loooooong wait!!!

I ordered an item of furniture on 17th July 2012 with a 6 week delivery time, it's now 9th November and I am still awaiting delivery! No correspondence from Mercuro unless initiated by me. If your happy to wait until the Queens Platinum Jubilee for your furniture, fine, if not I'd shop somewhere else.

Oh dear, oh dear,

After more emails from myself, Mercuro have told me that my furniture was ‘damaged’ by their carriers! They offered to order me a new one but given their unrealistic delivery times I have cancelled my order and am awaiting a refund.
The theme that runs through most of these reviews is that Mercuro blame lots of other parties for the delays and NEVER accept any responsibility themselves.
Also NO offer of compensation despite holding my money since July!

26 November 2012

Reply from

Dear Anna,

Thank you for your feedback.

We are sorry you are disappointed, unfortunately sometimes delays occur. There are third parties involved in this process (i.e suppliers, carriers, etc) which might cause delay. We have updated you regarding these delays as soon as our courier told us about them.

Since you had this issue we will offer you a 5% discount from your next order if you wish to order with us again.

Bailey Emma
Senior Account Handler

Still waiting for a refund 47 days after I was told I would receive one!

After placing and paying for an order of £318.00 on September 18th 2012, I was informed that the item was out of stock for a few weeks so I decided to cancel my order and was assured that the money would be refunded in a few working days. 47 days have passed, several emails chasing payment and I still have not received any refund.
I would not shop here again.

24 November 2012

Reply from

Thank you for your review.
Mercuro is very sorry for not being able to refund you sooner and for all the inconvenience caused to you, this was certainly not our intention.
The refund has now been successfully processed and the proof of refund has been sent to your email address.
Once again, please accept our sincerest apologies for the distress caused during this process.

Bailey Emma
Senior Account Handler

A really trashy service

Not only were they late with their estimated delivery date (6-10 weeks) - they went 3 weeks over estimate and still could not tell me when my order would arrive.
When I cancelled they withheld 20% of the cost and I had no redress.
All in all appears to be a very dodgy way of running a company.
Never again!

27 September 2012

Reply from

Dear Richard,

Thank you for your review and I am sorry that you are disappointed. Please note that the item that you have ordered is a made to order product with the time scales between 6 - 10 weeks. However the delay was caused due to the fact that the production rooms where very busy and we are very sorry about this. We were willing to offer you a discount for the inconvenience caused, but you refused it.

Also, you can see on our website at Terms & Conditions that cancelling a Mottisfont order incurs an additional charge.

Should you wish to order from us in the future we are willing to offer you a discount.

Once again please accept our sincerest apologies for the inconvenience caused.

Rubbish Service!

Made an order over a month ago. Was immediately informed that the items were out of stock but that they would be in stock within 1 to 2 weeks, so I made the order - mistake! They actually arrived in stock after 3 weeks. I was then told the courier would contact me and delivery would be made within 7 days.....I'm still waiting having heard nothing from the courier. I've since sent 2 emails to Mercuro's Customer Service Dept. asking them to expedite delivery because of the delay....buy they haven't even bothered to reply. I can live with delays - these things happen. All I ask is that the Customer Service Dept keeps me updated and does everything it can to sort things out. This is where Mercuro are so bad...when it's gets difficult they just ignore you! If you read the other reviews you'll see this is a recurring theme for them. Are the items good quality? No idea! Maybe one day they'll arrive - or indeed their (so-called) Customer Service Dept might even lower themselves to get them delivered for me - a customer whose money they've had for over a month!

.....Well, further to my above message - another week has now gone by! Still absolutely nothing from Mercuro's courier; absolutely nothing from Mercuro; absolutely no response from their so-called Customer Service Dept....and obviously still no items. I'll keep you all posted and sincerely hope anyone reading this review thinks seriously hard before ordering something from these people!

27 September 2012

Reply from

Dear Peter,

Thank you for your review and I am sorry that you are disappointed. Please note that we don't have a live stock feature on our website and we do mention that delivery time scales are “subject to stock availability. We do stock a number of items; however, in most cases we rely on our suppliers as well.
It seems that you have decided to cancel you order and your refund has been already actioned.

Should you wish to place an order with us in the future, I will make sure to offer you a discount.

Please accept our apologies for any inconvenience caused.

Bailey Emma
Senior Account Handler

Frustrating - no stars for service

It was bad enough that it was only AFTER I placed my order and they took the money off my card that they told me my item was not in stock.. But now it's five weeks later and still no sign of my goods and no reply to my email asking for an update.
To be fair I was asked if I was prepared to wait but was misled into thinking it would only be 2-3 weeks before the item was in stock.
About to try and cancel my order. Hope I can get my money back.

10 July 2012

Reply from

Dear Maureen

Thank you for your review. We are very sorry for all inconvenience caused to you; this is not at all our intention. We promptly updated with you shortly after we received your order. The updated stated that goods are not in stock and a “due in” date was given. As we are not a manufacturer we rely on the suppliers to on the due in dates. Our supplier Furniture Importers has had a container delay which we, as a separate business from our supplier haven’t been able to control. Once again, we are sincerely sorry for all inconvenience caused. Your order is cancelled and full refund is in progress.

Bailey Emma
Senior Account Handler

Rip off delivery charges

I live just outside Aberdeen and for some reason they want to class my address as Highlands and Islands and charge me a delivery surcharge of £50. Most internet based companies do not do this - so I am cancelling my order and going with another comany that treats customers fairly and only charges them the real cost of delivery.

Very Happy

Had to wait longer then first stated but was kept up to date by email.
Very happy with my sideboard when it arrived, delivery all went to plan and had no problems. Driver very helpfull unpacking.

shocking customer service

Do not buy from these people, the delivery estimates are not accurate, and you can only email them to get any information which means that they can (and will) just ignore you if they want to. We have bought 3 items from them, in two separate transactions, the first was late and we had a bit of grief getting any information out of mercuro, but because of the price we tried a year later to buy some other items. We ordered these in January, we're told there would be a small delay, but would have both items by the end of march. One item has finally arrived (at least a month late), but it is now June and I am still having to chase them for the second item. My advice is to pay a bit more but get decent service by going elsewhere!

08 June 2012

Reply from

Dear Peter,

Thank you for your feedback.

I am sorry that you are disappointed about this situation; there were some delays in your order. Your order is in stock now and we will make sure that we will deliver it as soon as possible.

Since you had these delays we will offer you a 5% discount from your next order if you wish to order with us again.

Bailey Emma
Senior Account Handler

3 month wait!!!!!!

Really love the product and the price was great - however a 3 month wait was way too much and only being able to email was infuriating. Clearly customer services is manned by a non British person as the written english was terrible!!!! When the product turned up after 3 months it was in good condition and I have no complaints. Although I was really worried I had ordered a high value item from a dodgy site and would never receive it!!!!!!

08 June 2012

Reply from

Dear Nikki,

Thank you for your feedback.

I am sorry that you are disappointed on how your emails were answered; we never had any complaints about this before.

We are happy that you are happy with the item you purchased from us.

We hope that you will purchase from us again.

Bailey Emma
Senior Account Handler

Waited to long then wrong item

Not only did I have to wait over 10 weeks for my order when I got it it was the wrong product, now they refuse to call me insisting on email contact which is just so slow and laborious, and still have no idea when I will get the right item. Disappointed

21 May 2012

Reply from

Dear Mark,
Thank you for your feedback.
We are sorry you are disappointed, unfortunately sometimes delays occur. When our supplier told us about the delays in your order we have contact you and told you.
They have made a mistake and send you the wrong item, that happens very rarely and we are very sorry about this situation.
We have made a compliant with them regarding this, and they have sent you the correct item.
Since you had this issue we will offer you a 5% discount from your next order if you wish to order with us again.
Bailey Emma
Senior Account Handler

Price of Delivery

I order a gate leg table to be delivered to Belfast. Four weeks later I was told I had to pay £54.20 extra to deliver the table to Northern Ireland even though a delivery address had been given at time of ordering. The price of the table plus delivery charges were taken at the time of ordering but as yet one week after cancelling the table the money has not been reinstated on the card. This is no way to do business for any firm.

04 March 2012

Reply from

Dear Denis Hill,

Thank you for your feedback. We are sorry you are disappointed; we do mention on our website that delivery to Ireland will incur a surcharge. Please note that refunds are not instant ; funds have been refunded within the period of time stated on our website. We are sorry for all inconvenience caused to you.



Bailey Emma
Account Handler

Not worth the risk!

Ordered furniture in July 2011 and finally cancelled in December 2011, the option they gave me, as they were unable to confirm if and when furniture would arrive. They have had full payment since July and despite several emails promising to refund my money they have not and now will not even respond to my emails. Use them at your own risk but you have been warned!

Good service.

Good service. Product delivered in the timescale specified. 1 item defective from supplier (hence why not 5 stars) but being replaced. Emails answered promptly.

21 May 2012

Reply from

Dear Matthew,

Thank you for your feedback.

We are happy that you are satisfied with your order from us.

We hope that you will purchase from us again.


Bailey Emma
Senior Account Handler

Great customer service

Product was going to be delayed but I was told straight away and offered the option to cancel or wait. Chose to wait and was kept informed about when to expect it and it arrived on the day I was advised.

Very pleased with both the product and the service.

21 May 2012

Reply from

Dear Alan,

Thank you for your feedback.

We are happy that you are satisfied with your order from us.

We hope that you will purchase from us again.


Bailey Emma
Senior Account Handler

Service very slow

Pleased with Painted pine bookcase
The time to deliver 12 week was told between 8 to 10 weeks
No responce until treat of cancelling my order
Will not be using this company again

Still waiting for refund despite intervention from SafeBuy

I am also waiting for a refund on an item I cancelled on 21 June due to their inability to provide what I had ordered. I've had the same run around about cheques being sent then apparently cancelled, and the promise that the refund would be with me "the next day"!

I have contacted SafeBuy to ask them to try and obtain the refund for me and so far they have ignored SafeBuys requests to respond within 5 working days - this was on the 4 August.

I despair how companies like this can be allowed to get away with these practices.

Hopefully this review will generate a response from their Managing Director.

Avoid at all costs

If they are unable to deliver your goods due to stock reasons, they will simply ignore emails.

It has been 8 weeks, they still owe me £220 and they do not respond to emails.
I have sent over 15 emails to try track my goods - I have had 2 totally unsatisfactory responses.

There is a reason that they have no phone number on their website!
Absolutely avoid at all costs!

2 JULY........still waiting for the refund........

now going thorugh credit card company to obtain money back appaarently 2 cheques have been sent...... but neither have arrived here. Been waiting since 8 June as dated in response to original complaint

08 June 2011

Reply from

Dear Lynda Bridge,

I am sorry to see that even so we replied to each email you accuse of poor communication. You emailed us on Monday 6th of June; a 1 hour later we replied asking if you can accept delivery on Wed the 15th.

On Tuesday 7th of June we received a further email from yourself; again we replied promptly and we also updated your order via our website with the same message, therefore 2 emails went out with this information.

Shortly after you placed your order we informed that Oakridge Bedroom 3+2 Chest was not in stock at time of placing your order and it take slightly longer than our 15 working days timescales to deliver your order.


Please check your junk mail folder.


We will cancel and your order and refund you.

Kind regards,

Alex Paul

Director

Excellent product

Excellent product ;I did have an issue that I raised regarding the hinges on this product that seemed to differ from the diagram supplied unfortunately it took someone 2 days to get back to and by that time had worked it out!

DO NOT TRUST THIS COMPANY - BEWARE AT ALL COSTS

I ordered 4 dinning room chairs from this company at the start of May , they took the money immeadiatley and I have now heard nothing. Deciding to contact them 3-4 weeks on after 3 emails and several attempted calls I have not had a response. I will be starting CCJ proceeding against them at the start of next week if I do not hear back.

My advise is to stay well clear of this company no matter how small or big your purchase, I wish I had done a credit check on them before buying now.

As a new business I would have thought looking after your customers and protecting your brand name was invaluable - obviously not!

alanvanwyk found this review useful

Excellent customer service

Sadly the goods I ordered had a fault, however the quality of wood first class.
I emailed the company and they arranged a replacement, without hesitation. Delivered today and they are perfect.

Excellent Product and Service

Ordering was easy and the items arrived in excellent condition in a shorter timescale than was listed on the website. Was given a 3 hour window in which the delivery would take place which was stuck to.
Friendly and helpful delivery staff who rang me 10 mins before they arrived.

One item was missing a handle but I emailed Mercuro within 24hrs of receiving the goods and they posted one out first class to me the same day. Would definitely recommend them and use them again.

Good quality

I brought a complete bedroom set and every piece was there.
very well made. dilivery was very good and the dilivery team were very helpful. would recommend.

Excellent - really pleased

I had read the reviews on this site prior to placing my order with Mercuro and had been a bit dubious on basis of some of the reviews but as the cost was much better than competitors I decided worth risk...

I am SO pleased I did as I have today just taken delivery of the item. This is around 2 weeks since I placed order - I have been updated at all steps along the way & the item was delivered in perfect order during the 8-1pm window I was told it would be.

It seems much of the criticism on the reviews on this site relate to items not being in stock - the company policy is quite clear that you will be advised on this at point of order, prior to order I sought confirmation that it was in stock first as item was needed and this way duly given prior to my placing order.

If only all companies were this straightforward to deal with - many thanks for a great pain free transaction.... will definitely be back as service has been as 1st class as the product!!

Christine H, South Lanarkshire

Still awaiting refund!

We initally e-mailed this company a couple of times to see if a certain chest of draws was in stock and recieved no reply. Therefore after reading the reviews about the company we thought we would take the risk and ordered the chest of draws on 6th April 2011 as it stated that it could be delivered within a couple of weeks. It is not until you have placed the order you are advised the delivery time frame only applies if the furniture is in stock and by this time they have your money.
However we e-amiled the company and fairly quickly they came back to us to say it was not it stock (7/4/11) and there was no date from the supplier therefore our money would be refunded. After 8 days I e-mailed to ask where our refund was and I was told it could take 10-15 days but to be rest assured our money woud come through (15./4/11). No refund was recieved within the time frame and so I e-mailed again (24/4/11) to ask where our refund was and to date I have recieved no response or refund (19 days now from being advised I would recieve a refund). Even if you take off the public holidays it is still beyond the timeframe promised. I am worried that I won't recieve my money back and so the next stop will be trading standards. I am hoping the company read this and respond like they have to other negative feedback. Would not trust this company again.

Lisa MacGregor

Refund has now been recieved, although outwith the said timescales and the company did answer my e-mails when I chased this. Therefore I have updated my score to reflect this.

alanvanwyk found this review useful

Very happy with service and furniture

We found Mercuro when searching online for furniture for our sons bedrooms. It was the only company that we could find that sold all of the pieces of furniture we wanted and at a great price. Everything was delivered in one go within a couple of weeks (the delivery company even estimated a delivery time of 10.30am and arrived within 5 minutes of this time!!).

Half of the furniture has been put together with no problems encountered so far. The only very slight gripe was the double wardrobe didn't come with instructions but luckily I'd bought two and the other one did have some.

Would definitely shop here again and will recommend to friends & family.

Many thanks
Mark
Swindon

13 April 2011

Reply from

Dear Mark,

Thank your for your feedback; we will make sure to inform our supplier Core Products that the double wardrobes arrived without instructions. If you would like us to arrange for a set of instructions to be sent to you please let us know.

Thank you for your order.

Kind regards,

Alex Paul

Managing Director

Quite happy .

Item ordered was £220 less than local supplier !!
Before placing final order did call to ensure item was in stock. Hate sites that promise one thing and cannot give you a definitive answer. . Was assured item was in stock and so it was.

Delivery guy called me as promised an hour before delivery. At the time I had one arm out of action so was no help at all . He cheerily wrestled a very heavy piece of furniture into place . Great service in my view.

Terrible service

I ordered goods on 02.01.11. The 1st delivery was incomplete and part damaged and took 6.5 weeks. I am still waiting for the damaged wardrobe to be replaced over 3 months after original order.
On 07.04.11 the delivery firm phoned to say they could deliver on 11.04.11 but this firm is a one man delivery (contrary to the mercuro website statement that heavy goods will be delivered by 2 men). Since I am unable to help deliver my goods the delivery firm will now not deliver. This service is shocking. I have sent countless emails but the response is poor at best.

My advice: steer clear of any online firm that does not have a customer services telephone number.

Update: was informed I'd receive a 2 man delivery, had to chase up yet again for a delivery date. Finally received my delivery on 28th April but it was the same 1 man delivery. Just under 4 MONTHS since the original order. NEVER AGAIN. No proactive customer service. It was totally reactive on my chase ups and the statement re 2 man delivery for larger items they make in their website is obviously a fabrication. I hope they have now made their website more factual and less like a work of fiction.

07 April 2011

Reply from

Dear Ryan,

We are sorry you consider our service shocking; you have been kept up to date and all emails have been replied to.

We provide a 2 man delivery where possible to do so; goods from our supplier CPW are being delivered by 1 Man delivery courier.

You sent us an email earlier letting us know that you prefer a 2 man delivery and we already found another company that uses 2 men to deliver. We sent them the job and they are in progress of arranging collection of your wardrobe and than call you to arrange a delivery date and time with yourself.


Kind regards,

Alex Paul

Director

Service Like Nothing on Earth!

I used the 'seen it cheaper elsewhere' service on Mercuro's website, and within 12 hours I had a reply saying they had not only matched that price, but lowered it even further! AMAZING

There was a little confusion with delivery, but even though I wasn't there to accept the delivery, the courier rang me and I talked him through where to leave the item and how to gain access to a safe place to leave the item. He was super helpful!

Thanks Mercuro - apart from the arguments and black nails putting the drawers together, I couldn't be happier!!

Excellent quality...fears of buying over internet quashed!

Ordered 6 chairs with extending oak table (Pd Global Cotswold Oak), found some negative feedback on internet after buying and was rather worried.
Items came sooner than expected, well packaged and do look excellent quality. Delivery company communicated well, also came before stated delivery time of 7:30 ...
I would use this company again, as it looks like the buying experience has improved greatly.

Good Company

good quality products

No delivery, no contact

They take your money, and tell you the order is on its way. Then intermittent replies to emails chasing them up. The excuses received include: items allegedly lost in transit. Or container delayed. Or their email system was down.

DO NOT TRUST A COMPANY THAT DOES NOT PUT ITS PHONE NUMBER UP ON ITS SITE.

What can you do when they email you to tell you their email system is down? I am personally thinking of going to their offices to see what is going on, or just reporting them to the Trading Standards Office - but then I won't have the item I wanted delivered.