Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a hoodie with Priority Mail (2-3 business days). I know that does not start until **** takes possession of the package. **** took possession on 5/28 according to tracking. It was not delivered until 6/2 which is beyond the expected delivery window. I asked for a refund of just the $2 difference between regular shipping and Priority Mail since it took longer that what was promised with priority mail. I was told that I needed to call **** for the refund since they were the courier that delivered. That is 100% not correct. I paid MerchNow for Priority Mail not ****. Any refund needs to come through MerchNow not ****. If **** is going to be held accountable then it needs to be by MerchNow since that is who they chose to use. If it was up to me I would have used ***** but i can not pick my courier because MerchNow uses ****. MerchNow was paid by me for Priority Mail, MerchNow needs to issue the $2 refund, not the 3rd party they contract it out to, thats on them not me.

  Business Response

  Date: 06/04/2025

  *****, As previously discussed, the tracking says "estimated 2-3 days in transit". Estimated is not a guarantee. If **** did not deliver in that timeframe, it must be handled with them. We already provided you with instructions of how to return at no cost to you per your request, and will be providing a full refund when that arrives back to us, which is more than accomodating. If you take a look at our refund policy, all returns are refunded for the items & any applicable taxes paid, not shipping costs, yet we were making an exception for you by refunding it in full.  

  Customer Answer

  Date: 06/04/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards, 
  
  ***** ********
   
  I didn’t expect a different resolution. Just wanted this documented so others are aware. I, the customer, paid MerchNow Now for shipping. Therefore, Merch Now is who would owe the refund, not the 3rd party because I did not pay them. I don’t understand why this terrible company fails to see that. I work for a company that uses ***** and ***. The customer pays us directly. If there is an issue with delivery then the business refunds because that’s who the customer paid. They did not pay ***** or ***. But from looking at ****** reviews I should have expected it. All of their negative reviews are related to their lack of accountability related to shipping issues. Bad company, I have filed this complaint to document its bad business practices and i have done a ****** review and reviewed each item ordered appropriately to reflect that negative energy of the company. No further communication necessary 

• Initial Complaint

  Date:02/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased a product from this company and the way their website was set up, the ****** option automatically filled in an address and would not allow me to change it. I contacted them within 10 minutes of the order being placed to inform them that I needed it sent to a different address. They took over three days to respond to me, And the package was delivered to an address. I do not have access to. They’re refusing to do anything to help with this.

  Business Response

  Date: 02/24/2025

  Good Morning, We ship to the address that is entered in manually when checking out- we do not (and cannot) use the address provided by ******, so this claim is false. You placed this order and contacted us on a weekennd when we were closed. Replies take 1-2 business days, and we replied within the specified timeframe. The order had already shipped when we went to update the address, however, in the response sent to you, we gave you two solutions of how to retreive your package- ask the post office to update the address, or hold it for you for pick up. These are two things that **** are able to do, as we've had dozens of other customers do this with success. You failed to respond to that email and instead emailed us on a new thread to state that you did not receive the package. MerchNow is in no way responsible for the delivery of packages to an incorrect shipping address when the customer is the one who enters in and supplies that shipping address. We ship to the address that you enter in at checkout, therefore, we will not be issuing a refund or replacement on the order. 

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hoodie back in December, upon receipt it was blatantly clear that the hoodie I received was in no way similar to what was listed on the website, originally requested to return the product and was told that I would have to pay to ship the product back (even though they listed the item incorrectly?) at which point I disputed the charge, unfortunately the dispute was denied and I ended up sending the hoodie back but washed it, and am now being denied a refund AGAIN, and being told I can either PAY to have it shipped back, or have it donated. All whilst the initial issue of the product listing basically being a bait and switch still remains.
  Order no. ********

  Business Response

  Date: 02/29/2024

  Hello,A request was made to return the item nearly 3 months after having received the item. Our return policy allows for items to be returned within 30 days of delivery. The original mock image depicted a tie dye hoodie with a white logo and was later updated to reflect the actual product - a tie dye hoodie with a white logo and a black outline around the logo. Due to this discrepancy, the team allowed for an extension on the return, and therefore allowed you to return the unwashed, unworn item (as stated on the provided return form and in our initial response when you requested to return) as long as it met the return requirements. Those requirements are: unwashed, unworn items that are free from animal hair and odor. You returned to us a washed product. We cannot accept clothing items back that have been laundered by the customer. Therefore, your return was rejected. Your options moving forward are for us to donate the hoodie, or have it sent back to you, as we cannot accept this back into inventory and provide a refund on.

  Business Response

  Date: 02/29/2024

  Hello,Since the hoodie was washed, it was ineligible for a return, that is correct. It was stated in our email to the customer about the return process & on the return form that we provided them that washed items are ineligible for return. Since the customer returned this back to us and had washed the item, they need to pay return shipping to have the hoodie sent back to them since they did not adhere to the return policy that they were informed of on two separate occasions (directly in an email response to them, and on the return form). We are unable to resell this item due to it being washed, so we can either reship this back to the customer, but they need to cover shipping costs, or we can donate it. 

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Per previous communications regardless of washing the product, the product was not as advertised, and the inability to own up to that fact speaks on the company as a whole, had this been a more expensive purchase it honestly would have been viable to go a more litigious route just to prove a point, as your return policy does not speak on misadvertised goods. 0 accountability on the end of the merchant is not acceptable 
  
  Regards,
  *** ****

• Initial Complaint

  Date:01/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased three records from ******** records which partners with merchnow not long after I placed my order they canceled one item with no explanation. Come to find multiple other people had Mass cancellations. I emailed them asking if they could replace one item with the same album just a different color and they told me no since the refund was processed which is fine I get it. Then days later they canceled a second item in my order and shipped out the last one so I couldn’t even cancel the whole thing and reorder the two I wanted together. I emailed them again asking if there was anyway that I would be able to get a discount on shipping and or a coupon code as the item I was originally looking at before settling with the other that was canceled was on sale and now it’s not and because now I have to order a 2nd time and pay for shipping twice instead of just having one order altogether. they respond back to me, blaming the label stating that accidentally somebody put all these on the website but they weren’t available and all they can do is refund me. They didn’t take any responsibility or accountability they told me they cannot give me any discount, whether on the item or even SHIPPING. All they did was point the finger at someone else. All I wanted from them was to make it right whether or not someone else posted them they still partner with them they could offer SOMETHING for the inconvenience. Horrible customer service on their end.

  Business Response

  Date: 01/23/2024

  Hi *******-As we've discussed in our previous communications, two of the items that you ordered were not available for purchase and mistakenly put up for sale on the website.  When we discovered this mistake had been made, we immediately refunded you for the items and sent out the remaining item in your order.  Our communication reflected an explanation to what had occurred, and was not an attempt to point fingers.  Since the items that were not available were refunded to you immediately, and your order had been shipped, we shared an explanation for what had occurred and offered an apology to you for your inconvenience, the case was considered closed. The remaining item on your order did require a shipping fee in order to be sent, so we could refund that fee to you. Thank you.

  Customer Answer

  Date: 01/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was refunded for shipped as promised. Thank you for doing what you could with the circumstances. m
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tuesday, June 6th 2023
  
  43.95 (refunded)
  
  My order was for 1 x vinyl record, ****** ****** * ***** **** ** **** ******** color: Yellow W/ Black Splatter.
  
  Unbeknownst to me, Merch Now was the distributor of the record product, despite my purchase being through the ****** ******** webstore. Due to past disputes with Merch Now regarding other orders with various webstores, & various other bands/labels/artists, all fulfilled by Merch Now, Merch Now immediately canceled my order placed with ****** ****** without permission, without siting reason, & against my interests/intentions. ****** ******, nor any of the other artists or labels that Merch Now distributes for, have any knowledge or awareness of Merch Now's actions & their refusing sales and canceling of my purchases.
  I have purchased probably near 100 orders distributed by Merch Now because their distribution & fulfillment center is vast. It's impossible to avoid Merch Now because they largely monopolize the distribution of records for an entire genre of hardcore/emo/post-hardcore/pop punk music. It is impossible for me, and many similarly positioned customers, to acquire records from labels & artists distributed by Merch Now even if we have a good relationship with those labels and artists.
  Merch Now's reason for canceling my order & refusing service is "fraud." This is the same for many other canceled orders that I can continue to share in a follow-up. However, there has been no case of fraud on my end. I have a history of well-documented disputes regarding damaged products delivered by Merch Now, having taken my full payment, where they refused to accept returns, refund, or replace the damage, which I've found fraudulent & dishonest on their part. But, I've never stolen from Merch Now or submitted a dishonest payment of any kind.
  
  Merch Now has not provided any means of restoring services on-going, replacing/refunding existing damaged orders, or restoring and fulfilling canceled orders.
  
  Attached testimonials.

  Business Response

  Date: 09/27/2023

  Hello, This customer has a very long history of harassment and issues with our company. Before banning him under his real name, **** *******, we had 30 separate email chains from him reporting issues out of 42 total orders. Our packaging is above industry standards- we pack our vinyl in bubble wrap and with specially designed vinyl mailers to protect from damage and have never seen this many complaints from any other singular customer. Our policies are posted on our website regarding vinyl- we do not refund or replace for minor cosmetic damage done to sleeves of vinyl, especially when a customer is purchasing an uninsured shipping method such as **** ***** **** ** ****** ******, and opting out of our shipping insurance, which clearly states when you opt out "By deselecting Route Package Protection, MerchNow is not responsible for items that are lost, stolen, or damaged in transit". After informing Mr. ******* many times that he could not continue to ship with ***** **** and opt out of route and expect a resolution if there was a seam split or dent in his vinyl sleeve, he became aggressive and continued to order and complain, pushing us for a resolution despite the posted terms and conditions on our website, and us informing him several times of them.  We then made the decision in late 2022 to ban Mr. ******* from ordering due to the ongoing issues. He then opened ****** cases to claim his packages that were delivered months prior never arrived in an attempt to get money from us. The disputes continued. We told Mr. ******* to contact us in January of 2023 for reassessment and to allow him to order again. Rather than do that, Mr. ******* spent the Fall of 2022 all the way up to now (September 2023), creating new accounts under different names, emails, and shipping addresses to get past the fraud blocker, which means that we would not remove him come January 2023 due to him continuing to place orders, and bring up issues with those. Most recently, Mr. ******* was placing orders under a new alias, and arguing over our posted 5% cancelation fee. When we made the connection between this person and him, we blocked all future orders. Once again, Mr. ******* began to make claims that his orders that were delivered 3 weeks prior had never arrived, despite tracking stating that they did and never hearing about this issue until we canceled existing orders. This is a pattern that has continued for the last year.  Because Mr. ******* continues to ignore the ban and create new accounts under family, friends, or other alias', we absolutely do not plan to restore any orders or allow for returns on any merchandise. Our policy clearly states the terms and conditions, and we have a 30 day return policy, and vinyl is not accepted as a return. This is posted on our websites. Mr. ******* continues the harassment by reaching out to our clients - **** ***** *******, ****** ******, etc. All of the people that he has reached out to has come back to MerchNow to inquire about what is happening, and fully back us in not allowing Mr. ******* to place orders with us and them. Mr. ******* is absolutely a fraudulent customer in that he is openly ignoring the policies and rules in place, continues to find ways to order from us when we have banned him from ordering, and disputes orders which takes money from MerchNow and the bands on delivered orders that have been delivered by claiming they were not delivered. This is stealing, and we have a 0 tolerance policy for this, disputes, harassment, and the continued slander that Mr. ******* brings up to our clients. We will not allow for future orders, and wish that Mr. ******* ceases all contact with MerchNow, effective immediately. 

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Murch now for equal vision, and for velocity music I asked for a supervisor to call me back before they canceled my order. I was asking for my order to be split. They had split my order in the past which I gave them pictures of them, splitting my orders, and then the company wanted to be non-professional, and be passive aggressive And cancel my order when I was asking to speak to a supervisor because I know that split shipping is available and that they have done it for me in the past and so now they are taking away money from not only the bands and record labels that they sell for They are being unethical by not allowing the customer to speak to a supervisor when there is an issue that arises I even asked for to speak with somebody in the escalations team like corporate escalations, and nobody responded back, and I get notifications the day that all my orders have been canceled that’s not what I was asking for is actually the second time that Marsh now has done this when I ask for a supervisor and yes, I do have receipts and screenshots from canceled orders from them in the past it’s unprofessional and that’s not the way they should do business and all I was requesting was for a supervisor to call me back.

  Business Response

  Date: 09/22/2023

  This customer sent us more than half a dozen emails overnight when we were out of the office, harassing us and demanding that we split ship an order for them. We do not separately ship orders. When the customer ordered their products, there was a disclaimer in the item description stating that one of the items was a pre-order that would ship at the end of the year, and if any other non-preorder items were purchased in the order, to purchase separately if the customer did not want to wait for it to ship altogether. This customer acknowledged in their email to us that they read that, and still demanded that we separately ship their order, which we do not have the ability to do so. After sending us email after email, they requested a cancelation, to which the staff did, and the case was then considered closed. There is no further action to be taken regarding the order- the order has been canceled and refunded in full per the customer's request.

  Customer Answer

  Date: 09/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  
  
  Regards, 
  
  ****** ********

  Customer Answer

  Date: 09/25/2023

  I have asked for a supervisor to call me this customer service representative has refused numerous times to have that done I need to speak to a supervisor or someone from their corporate escalation department this person refused and I have a valid reason to speak to someone 

  Business Response

  Date: 09/26/2023

  Hello, MerchNow does not have a 'corporate escalation department'. The complaint, your entire email thread, and your contact information was passed onto the supervisor and the request to call you was made two weeks ago with the supervisor. There is nothing further to discuss as the order was canceled and refunded per your request and the case is considered closed, but should they find a reason to need to discuss further, they will be in touch.

  Customer Answer

  Date: 09/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards,
   
  ****** ********

• Initial Complaint

  Date:08/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered merchandise from the company, never sent any tracking, **** says they never received any information other than a label being made. Company refuses to refund or send my merchandise stating it’s outside their time frame. I bought their insurance for all items.

  Business Response

  Date: 08/15/2023

  Hello, Our customers are responsible for tracking their orders. The shipping emails for your two orders containing your tracking numbers were delivered to your inbox 3 & 4 months ago. Our policies state that the customer has up to 60 days from the last update to tracking to file a claim / report their package as lost in transit. Your packages shipped in April and May, putting this far too past our stated policies to be able to assist with the orders. Route shipping insurance allows for a lost claim to be submitted between 7 and 30 days of no movement to tracking, as stated on their website, so this is also too far past their policy for them to be able to assist. 

  Customer Answer

  Date: 08/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards,
  
  They never sent any tracking, they state they can’t send tracking information like any other merchandiser. Was never informed of a shipping date, the products say they never shipped. I would have reached out to the company much sooner if I had known their shipping was like this, that’s why it took so long. I was under the impression it was just taking longer than normal so I did not reach out sooner. It’s not my fault they do not update their shipping to let the customer know where their merchandise is. I feel this website is a scam. 

  Business Response

  Date: 08/15/2023

  Hello, The website is not a scam, we have dozens of webstores for our bands, labels, and artists and successfully ship and deliver thousands of orders per day via **** and ***. Purchases directly support the band and their labels as they have chosen us to handle their merchandise fulfillment. Our website outlines all of our posted shipping and return policies. A refund is not possible as one order shipped in April, the other May, and the deadline for us to be notified of an issue was no later than 60 days from the last update to tracking. We do have to abide by the policies in place so that all customer inquries are handled and held to the same standard to keep it fair to those ordering. 

  Business Response

  Date: 08/16/2023

  Shipping Policy: *******************************************************Proof of shipment and shipment and order confirmation emails sent in attachments. 

  Customer Answer

  Date: 08/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They did not update the shipping or send out any form of email letting me know the products had shipped so I was waiting for shipping information to be sent. All forms of tracking never updated and always said waiting for merchant to send information. Nothing was ever sent, I want my money back. They need to let customers know their shipping does not update if they have issues on their end. It is unfair to the consumer to not have proper tracking, especially on items bought with their “insurance”. 
  
  
  
  Regards,
  
  ******** *****
   

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/14/23 My son ordered 2 tshirts from Merchnow.com. The same print, but on different colored shirts. When they came, one of them was clearly different and not the same quality. We reached out to ask for an exchange but was told, basically that's just "how it is". We've attached the reciept (showing the dates, price, order#, and that it was supposed to be the same print) We also attached a document with every email between us and the company and a picture of the t-shirts in question. We originally wanted just a replacement, but would have had to pay extra shipping, on top of the already expensive t-shirt + shipping. Now, we just want our money back as we know to never shop with them again (or an appropriate replacement without all of the extra cost) Thank you so much for your help.
  Order # ********* User: *************

  Business Response

  Date: 02/08/2023

  Hello, As stated in the emails, this is how all of the shirts look and are intended. The mock image matches this. You can return this item for a full refund on the item plus shipping. Please email ******************** to arrange this. 

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We should not have to pay extra shipping costs for a terrible quality item.  It would only make sense if both shirts were the same quality. If you look at the pictures we clearly got 2 different prints. One with a picture, one with blobs of color. Whether its how "they all print on black" or not, its not what we paid for and should nit have to pay shipping costs. No customer should have to GUESS what they are getting foe their money.  We want either free shipping return or a redund.  Thank you Regards, 
  
  ***** ****** 

  Business Response

  Date: 02/08/2023

  Please reach out to ********************* The supervisor will handle this for you, so that you can receive a refund on the item + shipping.