MerchSource
Reviews and Complaints

MerchSource LLC is the absolute worst when it comes to customer service. I strongly advise against ever dealing with this company. It's a total scam if they can't even bother to have someone pick up the phone. I really hope Mr. W isn't responsible for raising any kids because he clearly lacks the ability to teach them how to be decent human beings.

This company is a disgrace and I will never purchase anything with their name on it, again. They have an answering service and no direct line of communication for customers. When an item, made by them, is missing pieces your calls go unanswered. So far I am on my 3rd week of trying to get customer support but feel as if it is pointless.

This company is a disgrace and I will never purchase anything with their name on it, again. They have an answering service and no direct line of communication for customers. When an item, made by them, is missing pieces your calls go unanswered. So far I am on my 3rd week of trying to get customer support but feel as if it is pointless.

Discovery Shark Teeth Product: We didn't find any shark teeth after scraping it for almost an hour in both clay pieces. I contacted the company and they told me to fill out a form on their site for a replacement or refund. Once I filled out the form, they refused to take any action without a receipt or photo of the box (I wish I had kept it). The customer service was terrible and the product was even worse. I recommend buying something else.

I purchased an RC THUNDER TUMBLER Toy wheelie car for my grandson as a Christmas gift in 2020. Unfortunately, it didn't work properly. I contacted the technical support number provided on the box, and they instructed me to send them specific information and a photo, along with a clear explanation of the issue. It took approximately a month to receive a replacement car, but it was smaller and the wrong color. To my disappointment, this car also experienced the same malfunction. I decided to email them again, but it took even longer to receive a response. Eventually, they sent me another small yellow car, which, unsurprisingly, malfunctioned in the same way. My suggestion is to avoid purchasing anything from this company. It seems like they simply don't care about their customers.

I wouldn't even give them 1 star. Their customer service is terrible. I got a drone as a Christmas gift, but it only worked for one day. I tried reaching out to them multiple times, and after a while, someone finally answered. They told me to fill out a form on their website, so I did. I even had to ask my family member for the receipt since it was a gift. My son was so happy with the drone, but they never got back to me. I contacted them again and again, until I finally heard back from them saying that the warranty had expired, even though I had just received it. It's ridiculous. Their customer contact and service are just awful.

I've been trying to contact this company for a whole year now. I bought some lawn darts and one of the rings was split. They said sorry and told me they didn't have any in stock, but I could choose from a few other items and they would send it back. I would email my choice right away, but never got the item or a response. I wrote a review and they said they never got my email and were waiting for me to pick, so I responded again immediately, but still haven't received anything. This has happened a few times over the past year and I still haven't received anything. If you say you're going to do something, at least follow through with it. I'm responding to the email they told me to.

I bought a product as a Christmas present, but it suddenly stopped working. I reached out to the company for help, but they said that since it's been more than 90 days, they can't do anything. They didn't offer any technical support, evaluation options, or manufacturer warranty. It's been about 2 weeks past the 90-day mark, and I'm left with no solution.

The unit I received had a dead-on-arrival electric adapter. I asked for a replacement and got it as a holiday present. I made several calls and sent emails, but they informed me that they don't have replacement parts in stock. They suggested that I contact the person who gave me the gift to find out where it was purchased and get a copy of the receipt to try and return it. Here is their response below, which came after many emails to them. When I called the number, they told me I had to handle this matter only through email. Since this was a gift, I think the company should take responsibility and maybe send a replacement unit if the part is unavailable.

I contacted this biz on 3-30-22 for a new blue/white flip rally stunt vehicle from Sharper Image. They said okay & sent a new one. But the new remote didn't work. I called on 4-11-22 to tell them it didn't work & they said fill out a form on their site, so I did. I said I don't want another one, just a refund. They said no refunds, only replacements. I said fine, give me another one. They told me to use case ID from now on. I emailed back with that ID asking for the 2nd replacement. They ignored me. I filled out a 3rd form with the case ID # and they ignored me again. At this point, I just want my money back for the car.

I emailed them and they said my item went to the wrong place. FedEx did a bad job, so they contacted me and told me that they were sending me a new one. This time, they were going to actually send me the tracking number so I can keep an eye out. They sent it to the wrong building, so they told me they were gonna send me the tracking number. I had a time once it shipped, but I haven't received anything yet. The tent castle I bought is a little expensive, and I'm a single mom of three. So, I would very much appreciate it if they would send me the castle and not give me the runaround. I would also appreciate it if they would answer my emails. I've been emailing them thousands of times, but still no response. Very unprofessional.

On January 17, 2022, I bought the Sharper Image Powerboost Percussion Deep Tissue Massage Gun from Kohls.com. Around June 15, 2022, the thing stopped working. So, on June 24, 2022, I reached out to MerchSource to fix it under the warranty. They finally replied on June 28th, saying they'd send a replacement. They asked me to confirm the address, so I emailed them back on June 29th with the shipping details. I followed up twice, on June 29th and July 11th, but up till now, no replacement has arrived, and they haven't bothered to email me back.

I wanna mention that I had a similar problem with them last year when I got the same thing for my son in December . I tried a bunch of times (and waited for months) to get them to honor the warranty, but I gave up. But now, since this seems to be a regular thing with them, I thought I should complain and make them take responsibility for not honoring their warranty. I'm attaching copies of those emails here too.

We bought the *** Engine Kit for my son's bday. My hubby and son spent days putting it together, but it didn't work. We're pretty sure it ain't our fault 'cause the lights won't go on - and those didn't need assembly. Hubby called to get new parts, they said return it in-store. I called back, said that ain't an option, it took days to assemble and will take days to disassemble, we want them to send replacement parts. They said email 'em. I did, no response. I called, the guy was nice, said no email on record but confirmed right address. He filed a complaint, said I'd get an email. I did, I replied, but still no word 'bout my replacement parts. I attached proof of purchase, can't attach video showing lights not working. I want replacement parts or full refund.