Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Ecommerce

Mercato.com

Headquarters

BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/10/2022

    Type:Product Issues
    Status:
    Answered
    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 year subscription of Mercato Green delivery service for $242.25 on 09/06/2022.Recently, the delivery/service area was updated and Mercato Green no longer delivered to my area.I asked for a refund because the service was no longer available. I was refunded $95.17 on 10/30/2022.I asked why I was only refunded $95.17 when the monthly subscription is $19 and I had only used it for two months.Mercato told me that because I used my subscription in those two months, they subtracted the amount of money I saved (by using the service I paid for) from my refund. I would like my money back for the months I could not use the service--which was through no fault of my own.

    Business Response

    Date: 11/15/2022

    Hi ******, 

    We're so sorry for any inconveniences that this has caused you. I was able to confirm that you were issued an additional $75.00 refund back to your account aside from the $95.00 that was first issued. 


    Please let me know if you need further assistance and we are happy to help. 

  • Initial Complaint

    Date:10/27/2022

    Type:Delivery Issues
    Status:
    Answered
    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 groceries on line from C-Town Supermarket which uses Mecarto as there delivery service. On 10/25/2032 I placed my order on *******'s website. I told them to deliver my order between 10 am- 11 am. I never received my groceries. I sent them email & phone calls & my issue has not resolved. I want a full refund.

    Business Response

    Date: 03/27/2023

    Hi ******, 

     

    As we've mentioned previously, we issued all the refunds possible back to your account. Since you are a part of our G2G partnership, we aren't able to further issue any refunds for past orders when the program was active. 

     

    Please call our support line if you have further questions and we are happy to resolve for you.

  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hello,Ive paid for my Mercato subscription through February 2023 and enjoy using the service. However, on October 1, 2022 I noticed I was unable to successfully checkout on the mobile app or online with my order. I continually get an error message, Something went wrong! Response status code was unacceptable: 500. I called Mercato phone support on October 3rd, 10th, 17th and 18th requesting help for this issue and it is still unresolved. Each time I contacted by phone the agent told me they were escalating the issue and someone would follow up by email but they never did. I either need help resolving this issue so I can use their service or should be getting a refund due to my inability to use the service for which I already paid. I also escalated through the website email inquiry on October 17th and have no resolution.

    Business Response

    Date: 10/26/2022

    Hello,

     

    We're so sorry you were running into this error on our Mercato site/app. I can see that someone on our team was able to help and get this resolved, since your last order was placed and delivered Monday October 24th. If you continue to run into any issues please let us know and I am happy to investigate again.

     

    Best,

    Mercato Support 

Mercato.com is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.