Like another reviewer, they sold me an item they didn’t have in stock (6-pack of COVID tests for $125). I placed the order 12/17, my card was charged 12/19. When there was no tracking update by the afternoon of 12/22, I contacted customer service to confirm whether these were still coming so I knew if I should keep looking or not. I got a quick response stating they would be shipped out same day and received 12/24. I then got a bulk email hours later stating my order could not be fulfilled and offering replacement products at the same price. This seems like a predatory business practice, especially when the same 6 pack was selling on their website the day after I placed my order for $20 more. So they continued to “sell” stock they never had at a jacked up price, prolonged telling people about the problem, lied when asked if the order would be filled, only to wait until the last minute to switch out the product on people eager to get tests before the holidays.It’s one thing to be overwhelmed and run out of stock. I’ve had that happen many places I’ve been looking for tests, but I was immediately refunded and told of the problem within minutes of placing the order. Waiting for several days to acknowledge a known problem and not disclose what’s happening, then change the product being offered is a gross way to do business.UPDATE: I appreciate the details in the response below that give some context to understand the parts that were outside the company’s control. I empathize with things happening rapidly and access to supply changing very quickly. However, I do not appreciate the company’s “value” of refusing to give up and to keep trying when it was done completely behind the scenes because it keeps customers from making informed decisions. The lack of transparency with customers for several days had very real impacts. I placed my order on a Friday, and had some additional COVID tests in my hands that I could have purchased over the weekend. However, I didn’t want to spend more money (having been charged the $125 for my order already), AND I had already gotten a shipping confirmation with a UPS tracking number which indicated to me that my order was already shipped. Had I known there was an issue, I could have bought the COVID tests I needed. Instead, I chose to wait on the supply I had ordered, only to be told days later it was not able to be fulfilled. By that time, all the stores locally were cleared out. I am not blaming the company for things they couldn’t control about the supply, but I do find it irresponsible to not communicate the problem until it’s too late - especially when I received a misleading email about shipping AND had a customer service representative assure me the tests were still coming in time. Instead of trying to convince me after the fact that you were doing “everything” you could, I’d ask you to rethink these processes and practices and do what you could have done all along - be forthcoming and timely in communicating when things go wrong instead of hiding it and keeping people’s money tied up in orders you can’t fulfill.UPDATE - Even though I was eventually refunded for my order because I did not want the replacements, the company did also send me the replacements as they stated they would below. I didn’t request these or expect them, so I do get that they were trying to make things right. However, I was also misled about when these would arrive, and didn’t get them until 1/4 - so after every holiday they could have been helpful for. I do think this company is trying to offer good products and services, and I believe there were some circumstances that they could not have foreseen or control. However, as a business owner myself, I question if they have realistic expectations/good judgment about what’s feasible, and I would still prefer to support a company with more transparency and quicker response if problems happen. As mentioned, I’d had multiple other orders accepted then immediately cancelled and refunded the same day I ordered from Mersi. I hope they take this as a learning experience.1/11/22 UPDATE - Haha, unbelievably, I just received an email weeks later stating they will be charging me for the tests that THEY CHOSE to send me for free. This is mindblowing. I have been assured this was an error, and I haven’t been charged yet. But it continues to be a bad experience and reason enough for me to not consider ordering from them again.4/25/22 UPDATEMersi sent flowers and chocolates to my house in February, which was odd to me. Then last week they flagged my review as “defamatory”. I provided documentation to back up my review, and TrustPilot agreed that my statements are truthful. It is really odd that they cannot just accept when they made a mistake, apologize, and move on - but that’s exactly how this whole thing started.
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Family-owned and operated supplier of PPE and workwear. "We don't distribute PPE, we distribute 'WOW'!"
