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mercantila.com Support Ticket - San Francisco, California - Needing customer service

mercantila.com Support Ticket - San Francisco, California

Needing customer service - austin air purifier

Created By: photoguy1's Picture photoguy1 Last Reply: photoguy1's Picture photoguy1
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: N/A Replies: 0
Product: austin air purifier

I was hoping you could help me. I purchased an Austin Air purifier through Mercantila on there web site at mercantila.com . I ordered from their company because it offered a 100% satisfaction 30 day risk free trail. I ordered the Austin Air Health Mate, Jr. my invoice number is 401869. The unit arrived November 25th. My fiance has allergies especially to pet dander from my dog Clyde. The unit didn't seem to help her allergies much at all and blows out cold air and changes the room temperature to be noticeably colder. Not a desirable effect in fall in winter in the Midwest. Also it would give me a headache when on any setting but low. In short I was unhappy with the unit and unplugged it after a week. I have been trying to send it back to Mercantila for a refund. There is know customer service email on their site. I got an email address from writing Austin Air. The email address I was given was rob@drivespeed.com. I sent an email on December 11th addressing my current situation and as of today have know response. I tired following the proms on the Mercantila site to see how to return. The first time I did it told me the item couldn't be returned. I tired calling customer service on December 9, 10 and 11 being left on hold waiting for a company rep several minutes each day before giving up. Their customer service hours are they exact some as my work hours and I can't spend more than 15 minutes waiting to take care of personal business while at work. I tired the site again on December 11 and when I put in my order number and selected the return area nothing happened. Also when calling there is a recording that says you can leave a message but when you I tired two different times to leave a message I got a busy signal on the line both times I tired. Also I tired to access the companies directory but when pushing the key on the phone to activate it, a voice prom says not connected. I once again today December 12 tired the 1 800 718-1710 number, only number listed on site and at 9:25 am central time there offices were closed, was what the recording said. I would ship the product back but the had it shipped from the vendor Austin Air Systems in Buffalo, NY. I emailed customer service at info@austinair.com December 10 asking if I could return the product to them and have them notify Mercantila and they could refund my credit card. Lauren Bert {lauren@austinair.com) emailed me back on December 11 saying that the return must be facilitated through the dealer. So I guess I can't send it back to them tell I reach someone at Mercantila which as you can tell seems to be extremely difficult. If I don't get some help soon my 30 days will be up and the 100% customer satisfaction risk free trail will have costed me $300 and left me with a product I can't use. I am hoping you can help me in this matter, I need some assistance. I look forward to your response.

Thank you,

R. Ricker


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