Comments on: Merchant Warehouse Review

By: Merchant Maverick Admin

Merchant Maverick Admin — Fri, 03 Feb 2012 19:26:20 +0000

Charlie, Thanks for the comment. Merchant Warehouse is a very large company, so they're naturally going to have more complaints than others. One of the biggest reasons why they have such a high score is because their merchant accounts don't carry an early termination fee. That's a HUGE plus for the merchant. Not many providers offer that. Now, with that said, the MW rating isn't set in stone. Their review will be updated, and when it is, I'll re-evaluate their score to see if they still deserve it. Take care!

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Not Rated

By: Charlie

Charlie — Fri, 03 Feb 2012 18:55:24 +0000

How does a compnay with such bad reviews have such a high rating???

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Not Rated

By: Bryan Schuler

Bryan Schuler — Wed, 11 Jan 2012 18:31:19 +0000

Very unhappy with this processor!!!! This was my first month using them, came from Intuit’s Services. When The Client Srvcs Rep sold me the contract they promised 24-36 hour funding. After processing a few batches, they were funded 72 hours later. 2nd and 3rd batches were processed on 1/2/12 and 1/3/12, and it is now 1/11/12, yet to be funded. Called Srvc Rep, and he said there is nothing he can do it’s underwriting that put a 2-4 day fund on the account. Called Customer Relations, they said to deal with my Srvc Rep. The Srvc Rep said its out of his hands. NO ONE wants to handle this issue!! @#$%! So I call today and they say that my funds are on hold and they can’t tell me why? They are sitting on $2500 that is MY MONEY w/o an answer why this wasn’t funded. They said they will have to get back to me later. I am very disappointed in their services. Customer service is terrible, no support on setting up processing on my store, no one knows anything and has to ask somebody else all the time. After these funds are deposited I will be cancelling my service with them.

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By: Beverly Skinner

Beverly Skinner — Mon, 14 Nov 2011 12:16:24 +0000

Very helpful when I first contacted them. Rates are good, etc. Time to process funds and land them in my bank account was very good. Only issue is the recurring fees. Way too many! And since when has a $99.00 admin fee been acceptable? Moved my account immediately. Contacting Office of the Comptroller of Currency. This is *not* right.

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Not Rated

By: Dave Heise

Dave Heise — Mon, 26 Sep 2011 20:48:17 +0000

Hi Josh. I've been with First Data for almost 4 years now and yes, a PCI compliance fee is an annual fee but at $99 it's a bargain! First Data charges $300/yr and it's a mandatory fee. Add to that the high fees that FD charges and you can see why I've been shopping around. I'll be contacting Merchant Warehouse soon and making the switch......

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Not Rated

By: Josh Chamberlain

Josh Chamberlain — Wed, 14 Sep 2011 00:52:54 +0000

I have been happy with this company, but out of the blue they mention a $99 fee for PCI compliance. Did anyone else have this experience? How many times do they plan on charging my company this amount? This charge was not mentioned when I signed up. Is there any way around it? It seems like a scam? Who is the best competitor of Merchant Warehouse? Thanks, Josh

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By: Brian Waldman

Brian Waldman — Tue, 12 Jul 2011 20:38:15 +0000

Dear Shippingplanner.com, I am very sorry that you canceled your account before you had the opportunity to get to know us better. People say things online, as on this forum, which may fairly represent a poor experience, and that can be a little scary. On the other hand, those comments are often not reflective of the experiences of the 99.9% of customers who are completely happy. These informal reviews can also sometimes unfairly cast a company in a negative light or make more of an isolated incident than might be warranted. That is the nature of the Internet. Merchant Warehouse retains an A+ rating with the BBB and has received multiple industry and independent awards for our ethics, service and innovation. We have helped over 100,000 businesses to process credit cards and our customers are overwhelmingly happy with the quality of products and services we deliver. Yes we make mistakes and, at times, have unhappy customers but we are in no way a scam and always do our best to respond to and resolve any complaints in a fair and transparent way. As for your specific concern, it seems there is confusion in your interpretation of the fees you were charged as they had nothing to do with your canceling your account. They were the regular monthly fees you agreed to in your contract with us. Many companies specifically charge cancelation fees or lock customers into a long term agreement. We do not do so and that fact allowed you to leave us with no additional cost beyond the fees for the service itself. Having said that, I do see that you signed up right at the end of a month and did not process any transactions during that time. Because of that we have issued a refund for the first month and probably should have when you first raised the issue. We apologize for that frustration. We will explore our policies in this area moving forward. Thank you for giving us the chance to try and explain our position and also for raising the issue. Sincerely, Brian Waldman VP Marketing & Strategy :: Merchant Warehouse

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Not Rated

By: Brian Waldman

Brian Waldman — Tue, 12 Jul 2011 20:37:29 +0000

Dear Veettil, Thank you for the opportunity to work with you to make this situation better. We are grateful that you spoke with us and allowed us to credit you for the period of time during which there was the miscommunication. We hope you now understand now that our intent was not to be underhanded or deceitful. We did provide printed statements each month following when you thought the account was closed. For our part, we agree that we need to take steps to handle customers with multiple accounts a little differently and should have asked you explicitly about the second account. We also need to re-examine how much autonomy we give our customer support personnel when handling situations like this. We need to make it easier for them to resolve issues and will do so. It never should have gotten to the point where you felt you needed to voice your dissatisfaction in a public forum such as this. We will use this incident as a learning experience and will continue to get better and better. Thank you again for allowing us to work it out amicably with you. Sincerely, Brian Waldman VP Marketing & Strategy :: Merchant Warehouse For those reading this review, I think it is important to add some context to this incident since the review was so overwhelmingly negative. As stated above, this customer had two merchant accounts with us. They called to cancel one and gave us that account number. It is my understanding that they did not mention the other account explicitly or give that account number. Unfortunately, it is a shortcoming of our system that we don’t have a clear notation within each account telling us that it is associated with a merchant who has multiple accounts. As a result we did not know to ask about the second account. We need to add this ability but this is the first such instance of this type we know of. After that point, and for the next several months, the merchant was charged the regular monthly fees associated with their account. They were sent statements via mail and had money withdrawn from their account. It was not until approximately 5 months later that we were called by the merchant to close the second account. By that time the fees they were charged had added up to an amount our customer support reps were not empowered to credit. Suffice it to say that we should have handled this better from both a technology and empowerment perspective. This situation should never have gotten to this point and that is up to us to prevent going forward.

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Not Rated

By: Veettil

Veettil — Fri, 27 May 2011 19:59:13 +0000

I have had worst experience in my life with this company. their Client service has no clue of how many accounts they create on your name and keep charging. they will keep charging you until you are bankrupt. Beware of these company. stay away. I will spread my experience any one who wants to know. Please email me. They don't even accept their mistake now they want to charge me again next month. I ma sure this will be removed from this site. but I will Flood my experience in the web, Until I get justice on this.

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By: shippingplanner.com

shippingplanner.com — Wed, 27 Apr 2011 18:05:29 +0000

I've signed up with this company and canceled my membership in 10 days because I found bad reviews about it. They told me that it is free to cancel, but they've charged me for two months service fee and refused to reimburse.. This is a scam. Stay away from this company.

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Not Rated