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.
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.
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
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!!
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!
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.
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!
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.
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.
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!
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.
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.
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!
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!!!!!!
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
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.
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!
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.
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.
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!
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
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
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.
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
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.
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
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.
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.
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.
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!!
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.
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.
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