I placed an order on February 11, but it was delivered to a different address than the one I provided. I went there to try to retrieve it, but the package wasn’t there. I first opened a claim with the carrier, but they couldn’t give me any explanation.
I then contacted the brand on March 26 and was told it would take about a week to receive a response or solution. When I followed up after that week, they told me it could take up to two weeks at most, saying this was the legal timeframe. All of those deadlines have now passed and I still haven’t received any response, despite contacting them several times. They told me they would get back to me with a solution TODAY morning, but I’m still waiting with no answers...
I’m very disappointed. Merrachi presents itself as a high-end brand, yet even low-cost brands like Shein manage to process refunds in less than 24 hours.
Update after the brand’s response:
The information provided in their reply is not accurate. After contacting Chronopost directly, I was informed that the parcel was delivered to a different address than the one I originally provided. This directly contradicts their statement.
Additionally, I was recently contacted and offered a reshipment. However, this solution comes far too late. This order was intended as a gift for February 14th, and due to the lack of timely support and repeated delays, I was forced to purchase an alternative gift.
I was initially willing to accept a resolution if it had been handled within the timeframes promised. Instead, I was repeatedly told to wait (first one week, then up to two weeks), and those deadlines were not respected.
At this point, I no longer wish to receive a replacement. The issue is not just the delivery, but the way it was handled over several weeks without clear communication or accountability.
I remain very disappointed with the overall experience.
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We at MERRACHI shift the boundaries of fashion as we know them. We create a universe for all women, with designs that represent confidence, unity and modesty in their purest interpretation. We have given a voice to women that were once forgotten about in the industry.
