I recently placed an order with Mercato and had a great experience!1. First off, love being able to easily support local mom and pops near me, especially with so many of us staying at home due to the Coronavirus 2. My order arrived on time and left at the front desk per my instructions3. I made a large order and one bag of coffee was missing (I had ordered two). I get these things happen so I emailed Mercato and got a refund within a few hours. Great customer service, thanks Keith!Overall an easy experience, great customer service, and I support their mission too. Buy local!

This is my first time writing a review, but after my experience I feel compelled to warn other people. I ordered one item to be delivered on the day after. I got a couple of messages on the day of scheduled delivery stating "your item is on its way!". great. At the exact time of delivery, I receive a message stating that "your order has been canceled, we apologize". Not the best thing, since the communications before had implied that everything was proceeding smoothly, but ok I decide to give them another chance. I order the same item from another shop in the app. again all communications and messages tell me that everything is proceeding smoothly. i get a notification stating that delivery is near, the courier will be there in the next 5 minutes. 5 minutes later, another notification tells me that the courier missed me because they could not reach me, and ask me for options to reschedule another delivery. i had been at home the whole day. no ring bells, no knocks, no calls. nobody showed up. My building is in one mayor street in manhattan, very easy to find, and with a doorman. i have never had any problem with deliveries, not once. until today. What a scam. I would have preferred some honesty, telling me that they could not deliver. extremely disappointing and unprofessional. Beware!

We wanted to love this service, so we tried and paid for the RISK FREE $200+ membership. We placed two orders with them. Both times they missed the delivery window and we had to call to remind them that the store was closing so that they would pick up our order. After that happening twice and them getting our order wrong the second time, well after the store closed (so too late to reorder), it was time to cancel. When we tried to cancel, there were a series of dark patterns making it hard to cancel, followed by the fact that canceling in the RISK FREE period does not refund you, rather it only stops auto renewal for next year. We called to request a refund and they told us they could not refund us the full amount because we had placed two orders so those orders were deducted from our refund. We are currently trying to escalate it but their customer service is unable to do anything. That is not RISK FREE. That is predatory enrollment. You should not use this service and local businesses should avoid tarnishing their brand by signing up to be offered on this service.

I will try to describe as shortly as possible my whole Merxato experience:1. Weeks ago, they charge me for the same order 6 times, a total of $430. I call them, I email them and it took almost a week to receive my money back. 2. I decide to give them another chance, I make another order after about a week, they charge me again for the previous order 6 times, plus my current order. Again, called, emailed, money came in 2 days this time. 3. I give them third chance, which was my last time, this past Saturday. $70 order that never arrived. The store guy calls me and says a Mercato agent will call me shortly about the order, with no explanation why. No one calls me and I wait 3 hours thinking maybe they sent another driver. I was already too hungry amd finally called the store myself. The same guy told me Mercato should’ve called me. He calls Mercato and finally a lady called me, she apologized for her colleague that he forgot to call me and said the money will be refunded in 3,4 business days. There was no refund email confirmation so Monday I decided to go on the app to follow up with them through the app- order issue feature. My app couldn’t open, orders disappeared. I emailed again and I was told again my money will be refunded in 3,4 business days. Again, no email confirmation in inbox, soam or trash folder. I have received the refund today, but I still see two charges of $7 each, from Mercato. Maybe I had to pay for the time their “incredible “ customer service had to spend with me? Who knows. I’ve sent them an email again to request that refund as well and to fix my accea to the app so I can cancel my membership, I don’t want to have other surprise chrages and I also will never use this app again. I DO NOT RECOMMEND IT! Find other apps, Instacart is way better, have used it for year and never had a problem. The only reason I chosed Mercato was for a certain store that I liked. I prefer to drive there from now on.