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January 2024 by Saifa
I have ordered clothes here twice. Both times there were problems, for example the shirt didn't match the picture on the online store. The clothes looked good and fitted and the customer service responded reliably. However, they were not very accommodating
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January 2024 by Jeffrey S. Wagner
Some of the absolute worst customer service I have ever seen. Complete disregard for any consumer communication and issue resolution skills—no interest in helping out or working together to find a proper and appropriate resolution. Not to mention, the quality of the products is HORRIBLE and they are not products with a level of quality that you’d be willing to wear. Complete waste of time and money.
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December 2023 by Amber Robinson
Customer service is nice enough, but they will tell you that something is ready to ship by a certain date and you'll never get the confirmation because it still hasn't actually shipped out. The item I ordered on the 21st of November was supposed to be here by now and yet I'm still waiting on a confirmation that it's even been shipped.
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November 2023 by Tamali Sarkar
Took some time, but I did get my order in one piece. Overall quality was good (except for some scratches on the back of the album jacket). Though all the reviews say bad things, my experience was ok.
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November 2023 by Franzi R.
My package was never delivered to the proper address nor did I get a notification or something. Merch Now did not refund me the full amount and did not make a claim to USPS, they just closed the case. And the customer service is one of the worst I ever get to know. Watch out and never order here. And to bands: Don't ever use this company for your merch.
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November 2023 by Colin Sinclair
Terrible. My package was never delivered to the proper address, the wouldn't refund me the full amount, wouldn't make a claim to USPS to see why they screwed up. Never order from these guys, and to bands: don't use this company for your merch.
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November 2023 by Marcus Doyle
They will send your record using incomplete parts of your shipping address and then expect you to pay for a resend even after showing proof. Avoid them at all costs.
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August 2023 by A S
I have recieved 2 defective records from this company. Because they were 'gifts' so didn't get opened or played within 10 days of arrival they won't offer any kind of support to remedy. Waste of money
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August 2023 by Tamás Kovács
Ordered some merch stuff from them in early april - the final strech of the delivery would be made by DPDHL (I'm in Germany). On the day DPDHL tried to deliver the package, I wasn't home - so what did they do? - they sent the package back to the US... I was furious - contacted DPDHL and the customer support from MerchNow. After months and months of mailing and trying to get infos about the package (from DPDHL), sadly I needed to gave up. Although it wasn't the fault of MerchNow, I received a full refund - and during this whole ordeal, the customer support was very friendly and supportive. So kudos to the whole team and thank you very much for your continous support!
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June 2023 by Jake Deiwert
Liars and spiteful customer service. A year ago I made a purchase from merchnow and was given tracking info. After a month tracking showed that USPS never received the package. I emailed customer service and after a few back and forths of them assuring me they had shipped it, but tracking never updating, I demanded a refund. Without telling me, they actually banned my email address, name, and shipping address from making any more purchases from them. I did not cuss them out in my emails, I just wanted the situation to be rectified because I was in no way at fault for a lost/unsent package. They still refuse to unban me, a year later, because of one incident that was out of my control, despite me being a long time customer of hundreds of dollars. Now their bands lose sales and have an unhappy fan because MerchNow's "customer service are spiteful and childish people that refuse to accept any responsibility.
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June 2023 by Scotty Savage
Horrible customer service policies, their reps don’t apologize for the company’s mistakes, but do write bizarre sentences like “I assure you we are fair and reasonable people.”Hopefully bands see these bad reviews and that their fans hate this company.
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June 2023 by Dana Bushman
Trash customer service. They don't take responsibility for orders that were never delivered.
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April 2023 by Louie M.
Background: I tried to place a pre-order of Coheed & Cambria's, Second Stage Turbine Blade during a limited 48-hour pre-order window offered by Equal Vision Records (EVR) on 4/20/23. The policy stated that a customer can only order 1 copy and any additional copies/orders may result in the cancellation of all orders. My issue: Due to the high demand and limited supply of this hard to find album, I was very intent upon purchasing this at the exact time it was set to be released on Apr 20 (10 AM PST / 1PM EST). In fact, EVR had a limited release of 2500 copies a month prior (March 2023) which instantly sold out and I was not lucky enough to get one. So when this pre-order was announced, I was under the impression that it would be a similar situation where I'd need to act swiftly in order to get a copy. So when the time came to pre-order the album on Apr 20, I had multiple windows open on my web browser so that I could increase my chances of starting the order process and avoid being kicked out into the virtual queue, which is what had happened to me back in March when I was unlucky. Needless to say, this time my orders went through with no problem. Yes, my ORDERS (multiple) went through at just about the same time which I immediately recognized to be in violation of the 1 copy per customer policy. As soon as I had placed the multiple orders, I immediately attempted to reach out to the Merch Now customer service team for assistance in cancelling one of the orders. Merch Now does not have a way to contact their customer service team by phone to provide immediate assistance (as most companies do), but rather you are encouraged to leave a voicemail and/or send an email, which I did both. They say that responses take an average of 1-3 business days due to being a small, family-owned business with limited staff resources, which I can appreciate. However, given the time sensitivity of the situation due to the limited order window, I would have expected that the Merch Now team would have been prepared to be more responsive and willing to assist. This was not the case. When Merch Now customer service did finally respond to my email on 4/24/23 after the pre-order window had closed, they told me that both of my orders had been canceled due violating the guidelines by ordering two copies when the limit was one copy per customer. At this time I was considered out luck as far as they were concerned because they could do nothing to help me. There was no acknowledgement whatsoever of the fact that I had tried to proactively reach them in advance to address the issue. Merch Now did not offer any solutions to help and basically continued to tell me that I was in the wrong. Needless to say, the experience I had with Merch Now's customer service team was extremely disappointing and I did not find them to helpful in anyway. I wanted to share my experience and recommend you purchase with caution, especially if there are any high demand products you wish to purchase. If you happen to make a mistake on your order good luck getting any timely help! TL;DR: I accidentally placed multiple orders on an item with a strict 1 copy policy and there was a 48-hour purchase window. When I tried to contact Merch Now customer service to help resolve my issue, I was met with a slow response time (after the order window already expired), told I violated the policy and that there was no way they could help me. Very poor customer service/assistance - 0 out of 5 stars.
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February 2023 by Samantha D.
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 shitty customer service. Always shop local! They deserve the money way more than Merch Now ever will.
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February 2023 by Christopher Corcoran
Terrible fulfillment and customer service. Ordered a vinyl album and it took them over a week to ship the item. Tracking hasn’t updated in almost a week, which they blame on their shipping partner, however the shipping partner says they haven’t received the package yet. Customer support told me to wait THREE weeks and if it doesn’t come by then they will replace ‘if the item hasn’t sold out by then’. Would not recommend ordering from here, probably the worst ordering and customer service I’ve received from any company. We’ll see if this record ever comes.
