Business Profile
Online Retailer
MerchEXP LLCThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
01/27/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
This company made on online store named La ******************* On November 19, 2024 I made a purchase for Mystery Box 2 they asked for Tshirt and Shoe size which I gave. The order number is: #***** The price I paid for the item was: $148.75 On November 26, 2024 I received an email with an order update saying Please note that, due to the high demand, orders may take 10 to 20 business days to process before being shipped and delivered. In the meantime, remember to check your email, spam folder, and SMS text messages for any notification regarding your order status. In any case, please don't hesitate to contact us at *********************************** December 16, 2024 I received an email with a ***** tracking number: ************ This tracking number only said Label Created To this day January 27, 2025 the tracking number is still only showing Label CreatedOn January 7, 2025 I found a phone number in the same address this company shows its located but that number is for a store named ***** Pro I called the phone number which is ************ They told me the person that worked with the orders would get back to me, they did that same day on email stating they had many orders and would work on mine that week. On January 16 I called again because the tracking hasnt updated. They said they would get in contact with me but they didnt. On January 24th I made an attempt to get in contact with them through phone but received no answer.On January 25th I made the last attempt through email and still have not received an answer.I believe this company is being extremely irresponsible and should not be doing business if they cannot fulfill the orders. Meanwhile I will keep trying to get in contact with them and either get a refund or get the item I paid for.Customer response
01/27/2025
I would like to update that I finally got in touch with the company and they refunded the money to me.Initial Complaint
01/24/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order on November 8, 2024. It said the merch was back ordered 3-4 weeks, which is understandable. It is now January 23, 2025. I have not gotten my package nor a update and the website is now offline. It is very unprofessional that i have emailed several time to find out the status and i get a automated email saying that the store website is offline. If the merch was not available then someone could've reached out and simply refunded me. I need my refund back of $175.00.Initial Complaint
01/07/2025
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Realic una orden el 25 de diciembre de 2024 la cual nunca recib. Nmero de orden #*****. La cual **** $188.40 en los tennis BAD BUNNY ADIZERO SL72 SOLAR ORANGE - 6M / 7W los cuales nunca recibi y he enviado varios emails sin contestacin alguna y he llamado al nmero que aparece y no me contestan.Initial Complaint
11/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I hope this message finds you well. I am reaching out to report an issue regarding four orders I recently placed on "La tiendita de navidad". Upon reviewing my account in the corresponding app "Shop", I noticed that these orders appear as cancelled, but I did not authorize any cancellations.Thank you in advance for your attention. I look forward to your response.Initial Complaint
11/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Buenas tardes! Le escribe ********* *******, hice una compra **** 19/11/24 en el merch store pero cometi un error. El numero de orden #*****. El size de la camisa en el mystery box la puse como Small pero en realidad el size es Large. Ese es el error, le escribo para ver si se puede hacer el cambio y disculpen el inconveniente. Gracias!Initial Complaint
10/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed an order for the Bad ************ on 9/21/24. Within minutes of me placing the order I noticed the shoe size was incorrect and I emailed the email provided on the website stated what had accrued and waited for a response. 5 days go by and I still had not gotten any response what so ever. On 9/26/24 I received and email stated my ordered was on the way and it had a tracking number also provide and it had an email at the bottom that states If you have any questions, reply to this email or contact us at ********************************* which I did and I stated what had accrued for the second time. And again no response. September 29th comes and I get an email stating that my package was out for delivery. I again emailed the company and stated I would like to know how we could resolve this issue and I didnt not receive any response I also attempted to call the number they provided but it goes straight to voicemail. I was willing to wait for an exchange but at this point I dont even want the product anymore.Initial Complaint
08/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered Bad Bunny merchandise (2 t-shirts) for his upcoming tour, at that time. My order was placed on 10/13/23. I received an email on 11/16/23 stating my order was shipped and on the way. On 11/18/23, I received another email stating my order was out for delivery, then a few days passed and I still had not received it. I allowed extra time due to holidays but continued monitoring my package via the ***** tracking number. The status on ***** changed from Out for Delivery to On the Way. I called ***** on 12/7/23 and asked if they could provide the location where my package is being held so I can pick it up. The ***** representative stated they could not do that and said if I wanted to pickup my package I had to speak with the shipper of my package otherwise I have to wait until whenever they deliver it. I emailed ************************************** on 12/8/23 letting them know what ***** stated and asking for their assistance on this issue. They responded the same day stating they would look into it. I received no update and I followed up on 12/26/23. They stated, This order has been escalated directly with ***** and they have protocols. We still are waiting on the outcome. Again no response after that so I reached out on 1/9/24 letting them know I spoke with ***** and there are no notes about an escalation and to contact the shipper again for more info. I received an email on 1/26/24 stating they sent an email to ***** about the issue. I heard nothing back. I emailed again on 3/5/24 and 3/25/24, but did not receive a response. My tracking # last reflected my scheduled delivery date was pending and bounced between out for delivery and on the way. Now, nothing comes up when I try to track my package. No delivery confirmation was ever given. I tried disputing with my bank, but I reported it outside of their resolution timeframe and my bank advised me to file a complaint to BBB to receive further assistance on this. This merchant should be held responsible!!!Business response
09/05/2024
Shipment was indeed escalated to ****** as the package was shipped by a ***** Fulfillment & *************** in ***************** using a ***** account/service type that we do not have access to beyond communication directly from *****. The ***** case number was not sent to us, as the shipper account used was not ours. Likewise, a final determination on the matter has not yet been given to us from *****. Given the situation at hand, we will proceed outside of protocol and issue a refund in order to resolve this BBB complaint.Customer response
09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered sneakers from MERCHEXP LLC which ***** never delivered. MERCHEXP LLC received their claim from ***** as explained to me by *****, yet has not responded to my countless emails regarding refund. These sneakers were for a friends birthday gift. I had to purchase something different and do not need them to send sneakers that I might never get.Initial Complaint
05/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Purchased a pair of Bad Bunny Campus sneakers on May 11, through badbunnyadidas.com. Order number *****. They came full of defects and I've tried contacting the company multiple times to get the issue resolved but have received no response.Initial Complaint
05/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of shoes from the *************************** website posted on the Bad Bunny instagram reel. I ordered a size 10.5M in shoes on 5/11/24. On 5/16/24 I received a pair of size 10M shoes. On 5/18, I sent an email to the email address on the order email with pictures of what I ordered and what I received. Sent a follow up email on 5/21, 5/22 and 5/24 all with no response. I have tried calling the number on their webpage and it goes straight to a voicemail box thats full. The shoes cost over $188, I just want my money back, or the correct size shipped to me. I contacted ******* but since I didnt purchase directly from them, they are unable to help me.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
441 Calle E, Frailes Industrial Park
Guaynabo, PR 00969
Customer Complaints Summary
11 total complaints in the last 3 years.
10 complaints closed in the last 12 months.
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