jay m.
Yelp
i luv merit coffee. had it on a trip to Austin from Los Angeles, then also this flagship store, and i buy bags when back in TX or have mail ordered on subscription and then individually in the past, too. BUT I CANNOT BUY FROM THEM REMOTELY ANY MORE cuz of their shipping terms *that are NOT disclosed at time of checkout.
THE DETAILS: Recently, i took advantage of their BOGO60 (buy one get another for 60% of the regular price) offer by buying 4 bags. Order shipped, but I never got it on the day of expected delivery -- even though the post office marked it as "delivered." I could PROVE it never arrived because I have a RING DOORBELL with recorded video. I told all of this to Merit.
However, Merit basically said it was my problem and to file an inquiry/claim with the USPS. They take no responsibility after it ships. Digging deeper, on their Terms & Conditions area online, they state that it is out of their hands after they ship (but this is not indicated during checkout).
To be fair, they ship Priority Insured, so it SHOULD be possible to make a claim for missing deliveries; BUT in order to make a claim, the USPS requires the shipping info, including the amount that the package was valued at by the shipper, and Merit wouldn't respond to me with that info. (Normally it's the SHIPPER who files inquiries, not the RECIPIENT.)
Now, the package eventually actually did show up on my doorstep 3 days later! Not sure what happened or why the USPS initially said it had delivered when it hadn't. This saved me from opening a dispute with my credit card company for being charged for something that I never received.
HOWEVER, NOW KNOWING THAT MERIT LEAVES YOU IN THE WIND IF THE USPS MESSES UP, i can't in good conscience buy mail order from them any longer. No reputable company would have this as a policy. Credit card companies shouldn't even let Merit utilize their service of accepting credit cards with a policy like this. If an item doesn't arrive, Merit should resend and then they should be the ones pursuing a USPS claim to be made whole afterward. They should not push this to the customer. Merit should build into the price a certain % of lost items, just like any other company does.
AND they should DEFINITELY disclose their unfriendly policy AT CHECKOUT -- because if more people realized their stance, I'm sure fewer would use their mail order.
I really like their coffee and will miss it after I use up these 4 bags I just got! Or until I go to TX next and maybe get some in person again. Or until they offer UPS or some kind of signature-required delivery instead of just USPS.