Complaints

This profile includes complaints for Merchbar, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Merchbar, Inc.

  San Francisco, CA 94105-5125

• 

  Merchbar, Inc.

  182 Howard St # 212 San Francisco, CA 94105-1611

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:07/28/2025

  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 ordered an album from Merchbar 12/26/24. I corresponded with them a few times in January and February, and ultimately decided to wait longer for the album. They did offer to cancel and refund in February (during the Amazon guarantee period). ******* has not responded to me since February, has not shipped the album and has not refunded my money et.

  Business Response

  Date: 07/29/2025

  Hi *******,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that, per our policy, a resolution should have already been put in place.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23667420
  
  I am rejecting this response because:

  Merchbar offered me a store credit  This is the second time I tried to order this album from them and I have never received anything. It was a gift for someone else.  I cant use a store credit.  With all the forms of payment in the world, they can manage a refund. 

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/31/2025

  Hi *******,
  
  Thank you for reaching out and for your question regarding the store credit. We truly appreciate the opportunity to provide further clarification. Weve responded directly to your email with more detailed information and next steps.
  
  Were very sorry for any confusion or inconvenience this situation may have caused, and we genuinely appreciate your patience. Please know that were committed to helping and resolving this for you as quickly as possible.
  
  Sincerely,
  - Merchbar Fan Support

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23667420
  
  I am rejecting this response because:

   

  Merchbar is offering store credit. I will not buy anything from them.  I want a refund. They can mail a check if they are unable to refund my credit card as they say. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/26/2025

  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.

  On November 28, 2024 I placed an order for 2 records. They were a gift for a friend so I changed the delivery address to hers and put her name on it. They were purchased under my account with my credit card. I waited several months for the order to ship and it continued to say processing. I finally decided to cancel it. It was canceled successfully. Now it's July 26, 2025 And i have not received my money back. I've emailed them 4 times and I get generic emails back stating they received my email but do to high volume expect delays. I feel the time I waited is sufficient even with delays. That is why I'm here. I just want my money back for the product I never received. Thank you, ***** ****

  Business Response

  Date: 07/28/2025

  Hi *****,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that, per our policy, a resolution should have already been put in place.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23658218
  
  I am rejecting this response because:

  I was offered a store credit instead of a refund. When I tried to use the store credit given, I received an error while checking out. It would not work.  I just want my $29.37 back on my credit card. No store credit. This business has problems following through.  Either you don't get your product ordered or your refund.  I do not want to order anything from this company again.   Thank you for your time, ***** ****.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 08/01/2025

  Hi *****,
  
  Thank you so much for reaching out, and we sincerely apologize for the trouble you've had using your store credit. We completely understand how frustrating this must be, and we truly appreciate you bringing it to our attention.
  
  Thanks to your message, our tech team is now aware and actively working on a fix. Your note was incredibly helpful in identifying the issue, and were grateful you took the time to let us know.
  
  We truly appreciate your patience and look forward to getting this sorted out for you as quickly as possible. We will reach out via email as soon as they are done so you can resume with your purchase.
  
  Sincerely,
  - Merchbar Fan Support

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23658218
  
  I am rejecting this response because:

  I'm not waiting for you to resolve your issue with the store credit.  I want my money back.  I do not want to order anything with your store ever again.  I never received the product last time I ordered.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/24/2025

  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 ordered an item in November of last year. Not only have they never shipped the item, after months of waiting, they cancelled the order and offered me store credit, not a refund.

  Business Response

  Date: 07/24/2025

  Hi ****,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that, per our policy, a resolution should have already been put in place.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23647351
  
  I am rejecting this response because: the email i received solely offered store credit equivalent to the amount I spent. I don't want store credit to then wait months for a record to ship. In addition, offering only the amount I spent for over 6 months of waiting and promises is completely unacceptable.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/25/2025

  Hi ****,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that, per our policy, a resolution should have already been put in place.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23647351
  
  I am rejecting this response because: once again, they merely offer a gift card equivalent for the amount I paid. I waited 6 months for an item they continued to list as "in stock." this is deceptive and absurd. They've held my money for this long and now refuse to give it back, only the same amount I paid as a gift card. Just so frustrating.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/23/2025

  Type:Delivery 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 ordered one record from Merchbar on 06 June 2025 (order #: CONF9679452-11347158). Merchbar's site listed the record as "in stock" and said delivery would occur within a week. After three weeksneither having received the order nor any updateI contacted Merchbar about a status update. I heard nothing back. I sent a follow-up message about my order on 02 July. I again heard nothing back. On 10 July I sent another message, asking for a status update and informing them I would report them to the BBB. I received an automated message about "an unforeseen processing issue" and notification that they "don't know" when the record might ship; additionally, after checking their website, I saw that they now changed the "in stock" status of the record I purchased to "out of stock." I sent another message informing Merchbar that I wanted to cancel my order and get a full refund. I received NO response.I have disputed this transaction through my bank, as Merchbar has simply stolen my money. This is unacceptable.Attachments: (1) purchase receipt; (2) Merchbar site screenshot from 10 July indicating that the record (still) was "in stock" and delivery was expected between 3-6 days; (3) another site screenshot from 16 July, after I informed them of my intent to contact the BBB, indicating that the record was not "out of stock."

  Customer Answer

  Date: 07/24/2025

  First name: ******

  Business Response

  Date: 07/24/2025

  Hi ******,
  
  
  Thank you for reaching out. We're very sorry for the inconvenience you've experienced and understand your frustration.
  
  
  If you choose to move forward with a dispute through your payment provider, please know that we will fully cooperate with the dispute process. Since weve been unable to issue the refund on our end, the payment provider will be able to review and resolve the situation directly.
  
  
  Were sorry for the trouble youve encountered and thank you for your patience as we work toward resolution.
  
  Sincerely,
  - Merchbar Fan Support

  Customer Answer

  Date: 07/24/2025

  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.

  Merchbar says they will comply with my bank's disputation process. While this process is still underway, if Merchbar complies, this should resolve the issue. If for some reason this matter is not resolved, I will have to reengage with the BBB and Merchbar to correct their mistake. Thank you for your help, BBB.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/23/2025

  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.

  On 10/31/24, I ordered a back-ordered vinyl. I was completely fine waiting for the album to ship, but by February, I had still not received the order. I reached out to their support team and cancelled the order and requested a refund, which they said they would grant. However, it is now July 2025 and I still have not received my refund despite having sent numerous requests to their support team. It is my understanding based on this experience that Merchbar is a scam company and does not intend to refund my cancelled purchase. I will use any means necessary to attempt to resolve this issue and get my money back.

  Business Response

  Date: 07/24/2025

  Hi ********,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that a refund should have been processed per our policy.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  -Merchbar Fan Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23644770
  
  I am rejecting this response because:

  I appreciate the prompt response to this matter from the Merchbar support team. And I am acknowledging that they sent me the following message:

  We have successfully canceled your order. However, an error prevented us from processing the refund using the original form of payment, so we issued the refund as store credit. Here's the code that you can use on your next purchase.
  

  Unfortunately, this is not an acceptable resolution.

  The order was canceled, and Im entitled to a refund to my original form of payment (as Merchbar suggested in their response)not store credit. If theres a technical issue preventing a direct refund, Merchbar can and should find another waysuch as issuing a check. Holding onto customer funds in the form of store credit, especially without consent, isnt a solutionits avoiding the refund.

  Whats more troubling is that this doesnt seem to be an isolated case. There are similar complaints on BBB and other sites where customers report the same pattern: order canceled, no refund, only store credit. That starts to feel less like a glitch and more like a business practiceand not a good one. It raises serious concerns about whether Merchbar is operating in good faith.

  Im not asking for a workaround or a coupon codeIm asking for a refund of money I paid for a product that was never delivered. I have no reason to believe future orders would go any differently.

  Unless Merchbar can provide a full refundnot store creditIll continue to pursue this through all appropriate channels.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 07/25/2025

  Hi ********,
  
  
  Thanks for reaching out here. We sincerely apologize for the inconvenience this has caused you. We understand that you want to get your refund. We are now checking an alternative way to refund you. We'll reach out via email for further assistance on this matter.
  
  
  Sincerely,
  
  
  -Merchbar Fan Support Team

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23644770

  I am rejecting this response from Merchbar because, although they offered to issue a refund via Zelle after I informed them that store credit was not acceptable, they have not followed through.
  

  Within an hour of their message, I replied with my Zelle information as requested. Since then, I have received no communication, and no refund has been issued. After reviewing several similar complaints on the BBB, it appears that this may be a common patternMerchbar offers an alternative refund method but fails to complete the transaction.

  At this point, I only have a day or two before the BBB automatically closes this case. Given that I have no evidence that Merchbar will honor their stated intent to issue a Zelle refund, I am rejecting their response. I will accept a refund via Zelle, as they proposed, but I will keep this complaint open until I receive proof that the refund has been successfully processed through that method, and no other.

  If Merchbar fails to follow through, I will continue to escalate this issue through every available channelwhether thats additional consumer protection filings, public reviews, or other legal remedies. This will not quietly go away. I simply want the refund Im owed, issued in the method they themselves offered, and I will persist until that is resolved.

  Sincerely,
  *** *****

• Initial Complaint

  Date:07/23/2025

  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 an album on August 29, 2024 in the amount of $25.73 and paid via ******. It is the second time I had purchased this album, the first time being cancelled by Merchbar because they couldn't fulfill my order. When the album showed it was back in stock (later backordered), I reordered. I never received my purchase, and on March 12, 2025, I emailed to cancel my order. On March 24, 2025, I received an email from "AJ" saying that my order had been cancelled, but they were unable to refund my money through ******. "Unfortunately, we encountered an error when we tried to process your refund using your original form of payment. We're afraid the only available option to process the refund is in the form of store credit instead. Here's the store credit that you can use on your next purchase." I looked through their website and didn't find anything I wanted. I emailed back and told them as much. "Ces A." responded: "Unfortunately, we can only process your refund as store credit at this time. Since this isn't a suitable option for you, we've canceled the issued store credit. If you prefer, you can initiate a dispute with ******." I did contact ******, but the transaction was more than 6 months old and they could not help. They not only took my money but cancelled the store credit. Since I wasn't receiving satisfaction for my refund request by email, I began contacting them by phone. I spoke to ******* in April 10, 2025, ******* on May 20, 2025, and *** on June 27, 2025. Each time I was told an escalated ticket was being created, and I would be contacted by email. I am still waiting for their emails. I called again today, July 23, 2025, and I got a recording that they are not accepting phone calls. I went to their website and it appears to be gone. Ironically, I received promotional emails from Merchbar on June 30 and July 12. They appeared to be in business as of July 12, 2025.

  Business Response

  Date: 07/24/2025

  Hi *******,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that a refund should have been processed per our policy.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. Weve also sent you an email with more information and next steps. We appreciate your continued patience and are aiming to resolve this amicably and promptly.
  

  
  Sincerely,
  Merchbar Fan Support

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23643822
  
  I am rejecting this response because:
  

  I do not have a Zelle account and am unable to get one because my bank, **************, does not offer Zelle. They did not offer another option for me to receive my refund.

  I would like to note that their response to me does differ somewhat from the response they gave you. I have attached the email they sent me, and my response.

  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/25/2025

  Hi *******,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that, per our policy, a resolution should have already been put in place.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23643822
  
  I am rejecting this response because:

  Merchbar says I can still use the Zelle app even though my bank does not offer Zelle, saying that I can link it to a debit card. This service is no longer available as of April 1, 2025. I called ***** customer service to confirm this. I have attached (1) Merchbar's latest email to me stating that my only options are the Zelle app or a store credit, (2) my response to Merchbar stating that the Zelle app no longer works with a debit card, (3) a screen shot of my phone showing that the app cannot be used, and (4) a screen shot of forms of payment Merchbar accepts. I still don't have an answer as to why they cannot refund my money via ****** when their website shows that they still accept ****** as a form of payment. I also suggested a certified check as a payment option since it is unreasonable to think I would open a new bank account at a bank that offers ***** just to receive my refund. While they acknowledge they owe me a refund, they are not giving me a way to receive it because my bank does not offer ***** and a store credit is not an option, though they continue to mention it. 

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/23/2025

  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.

  On October 31st, 2024 I placed an order totaling $197.59 order number: CONF6567065-10810137 which was never recieved. After reaching out to their customer service multiple times about a cancellation they finally processed at cancellation, but stated in an email that they put in a request for a refund this was in an email sent on 4/27/25. In my order info on their website, the order status has been changed to cancelled, but I have still yet to get the refund back into my account. I also have another order with them placed on 8/1/24 order number: CONF6567065-10534618 that I requested get cancelled and refunded after not shipping and they have yet to show the order as cancelled and I havent recieved the refund on this one either. The total for this order was $31.05. After trying my hardest to get this resolved through their customer service emails, which were often vague and basically said due to high demand, we will get back to you as soon as we can I finally tried calling the business phone number provided on their website and ****** listing, but the number is no longer in service.

  Business Response

  Date: 07/23/2025

  Hi Miles,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that a refund should have been processed per our policy.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. Weve also sent you an email with more information and next steps. We appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

• Initial Complaint

  Date:07/22/2025

  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 purchased a vinyl record during their Black Friday sale in November 2024. It is now July 22, 2025 and I have yet to receive my order. Over the last eight months I have reached out several times inquiring about the status and have essentially been given the runaround. Most recently, the excuse was:Due to the industry-wide supply chain disruptions and manufacturing challenges, we're still experiencing too many complex issues in sourcing, procuring, and filling the stocks. Your order is effectively in a backlog queue, and we're unable to provide an estimated shipping date at this time.I have since requested a refund, that I was told was being processed two months ago and still nothing. I just want my money back and to be able to move on from this nightmare experience.

  Business Response

  Date: 07/23/2025

  Hi ********,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that a refund should have been processed per our policy.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. Weve also sent you an email with more information and next steps. We appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  Merchbar Fan Support

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and in an effort to move on from this situation, I find that this resolution is acceptable.
  
  Sincerely,
  
  ******** J

• Initial Complaint

  Date:07/22/2025

  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.

  On Jan 16, 2025 I ordered a copy of Crazy Clown Time by ***** ***** on vinyl record from Merchbar. It was shown out of stock with more arriving soon and an estimated delivery of up to 8 weeks. Since then there has been little to no communication or reponses to my emails asking where my record is and when I will be receiving it. Often I get no response at all or if I do it takes weeks. It is now 7 months later and this is unacceptable. They need to get this record to me **** or give a full refund with an apology.

  Business Response

  Date: 07/22/2025

  Hi *******,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that a refund should have been processed per our policy.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  -Merchbar Fan Support

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23636562
  
  I am rejecting this response because:

  They claimed they sent me an email - they did not, and yes, I checked my spam folder. More lies from Merchbar.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/24/2025

  Dear *******,
  
  Thank you for your message, and please accept our sincere apologies for any confusion or frustration caused by the delay in communication.
  
  We want to assure you that a response to your inquiry was originally sent on Tuesday, July 22, 2025, at 2:48 PM, but it appears that message may not have been received. We understand how important it is to receive timely updates, and were sorry for any inconvenience this may have caused.
  
  To ensure you have the information you need, weve just resent the message to your email address on file. Please check your inbox (and spam or junk folders, just in case), and dont hesitate to let us know if youre still unable to locate it well be happy to assist further.
  
  We appreciate your patience and the opportunity to make this right.

  Sincerely,
  - Merchbar Fan Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23636562
  
  I am rejecting this response because:
  I have still not received anything. And yes, I have checked my spam and junk folder.

   

  *************************************

  ************

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/25/2025

  Hi *******,
  
  Thanks again for reaching out and we're so sorry to hear you're still not seeing our previous messages. We completely understand how frustrating that can be.
  
  Not to worry, weve just initiated a third email to you now to make sure the information gets through. Just to confirm, were sending these messages to the email address we have on file: *************************************.
  
  Please keep an eye on your inbox as well as your spam or junk folders, just in case it lands there. If for any reason you're still not seeing it, feel free to let us know and well explore alternative ways to ensure the details reach you directly.
  
  We appreciate your patience and are committed to helping get this resolved.
  
  Sincerely,
  - Merchbar Fan Support

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23636562
  
  I am rejecting this response because:
  I did finally receive an email asking me if I want to wait or be refunded. You shouldnt even be asking at this point due to your incompetence; your response should have been an apology and refund. Yes, of course I want a refund at this point, as I stated in the reply I sent which has not yet been acknowledged. Refund me in full. Enough is enough. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/21/2025

  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 placed an order for record albums on December 8th. I checked on the order the week of Christmas and didn't get a response. I checked again on January 24th (attached) and got a string of excuses about supply chain issues. Meanwhile, the records I ordered were in stock at other retailers. Every time I've contacted them I get the same excuse. It's been seven months now and I just want my money back. My total was $125.00.

  Business Response

  Date: 07/22/2025

  Hi *****,
  
  
  We sincerely apologize for the delay and the frustration this has caused. We understand your order has long exceeded the expected timeframe, and we acknowledge that a refund should have been processed per our policy.
  
  
  Please know your request is not being ignored. We are actively working to resolve outstanding cases like yours and are committed to ensuring this is addressed fairly. That said, we have sent you an email, and we appreciate your continued patience and are aiming to resolve this amicably and promptly.
  
  
  -Merchbar Fan Support

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23633204
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 07/23/2025

  Merchbar sent me a response yesterday (attached) in which they claimed they cancelled my order but they could not process a refund. They wanted to give me a store credit instead. I do not want a store credit for an unfulfilled order from seven months ago. Why would I place another order with them?

  The card they claim they could not process the refund on is a valid credit card. There is no reason it would not have gone through. 

  Business Response

  Date: 07/24/2025

  Dear *****,
  
  Thank you for following up, and we sincerely apologize for any continued frustration this matter has caused.
  
  Your order was canceled promptly, and in line with our refund policy, a store credit was issued to ensure the funds were returned to you as quickly as possible. While we understand this may not be the resolution you were expecting, the store credit is valid indefinitely and can be used toward any future purchase.
  
  We also want to confirm that weve responded to your original inquiry via email, where additional details and next steps were provided.
  
  We truly appreciate your feedback and the opportunity to address your concerns. Please know that our team is always here to help should you need any assistance using your store credit or selecting a new item.
  
  Sincerely,
  - Merchbar Fan Support

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23633204
  
  I am rejecting this response because:
  I do not accept a store credit. Items were never shipped. All I got was excuses. I want my money back. 

  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/28/2025

  Dear *****,
  
  Thank you for your message, and please accept our sincere apologies for any inconvenience or confusion this situation may have caused.
  
  Weve sent you a direct email with additional clarification regarding your refund and the steps that have been taken toward resolution. Please know we are committed to addressing your concerns as fairly and transparently as possible.
  
  We truly appreciate your patience and the opportunity to make this right.
  Sincerely,
  Merchbar Fan Support

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23633204
  
  I am rejecting this response because:

  There have been no steps to issue me a refund. As I have stated, a store credit is not acceptable. You used the word refund in this email to the BBB. That is a lie. In your latest missive directly to me (attached) no you firmly stated that you would only issue me a store credit. I can clearly see from other peoples messages on the BBB that when they try to use the store credit (if I DID take it, which I will not) it does not work.

  This is a fraud. I repeat, this is a fraud.

  
  Sincerely,
  
  ***** *********