Go Merch Broken Promises, Poor Customer Service Chatsworth California

I have had not only one, but two bad experiences when choosing to order band merchandise from this company. I have also only ordered band merch from this company twice.

Last fall I preordered Lovedrug's latest CD "The Sucker Punch Show" via Go Merch. Typically when one preorders an album it should arrive before or day of the release date. An email was sent out on release day stating the label had sent Go Merch the wrong CD and that the preorders would be delayed while they waited for the new shipment. This was a perfectly fine and understandable situation that I was willing to deal with. What I was not willing to deal with was the 2 months it took for Go Merch to finally send me my preorder. After a couple weeks of initially waiting to receive my preorder and not receiving it, I made an effort to contact Go Merch via email. I got back their standardized emailing stating that they receive thousands of emails a day and can't get to everything right away. I waited another week and still didn't receive a response so I called the company. The first time I called the phone rang and rang and rang and there was no response, no voicemail to leave a message. I emailed the company again and got the same standardized response. I called again and finally talked to someone and they said my order must have been lost in the mail and they would send me a replacement. I waited a week or two more and still nothing. This back and forth of email/phone continued for a while and I finally got my preorder almost 2 months after the date I should have received it. I was also supposed to receive an extra CD with the preorder to account for the label sending the wrong CDs, but I never received that and chose to not pursue that issue further considering all the issues I had with the company to begin with.

After that experience I had vowed to never use Go Merch again due to their horrible customer service, however, Tegan and Sara chose to use them as their US distribution company. I decided to give the company a second chance in hopes of a better experience. Boy, was I wrong. I placed the order for a Tegan & Sara tshirt on July 17th. On July 20th I received an automated email from Go Merch informing me they had a lot of orders in the last two weeks and they would not be able to meet the 24-48 hour shipping deadline as stated on their website. This was fine and I appreciated the email response this time compared to my previous experience. It is now July 24th and I have yet to receive any response or update on my status. I understand that Go Merch is a smaller company in a booming industry, but they themselves have stated they have made mistakes in the past and are trying to learn from them, yet I am still experiencing the same poor service I experienced back in the fall of '08. If a company is having such major issues with getting merchandise shipped out in a timely fashion, then it is time for that company to hire more employees to help with the overload of work.

As soon as I receive my tshirt from Go Merch, I plan on never doing business with this company again. I would rather pay extra and order Tegan & Sara merch through their Canadian distribution company then to have to deal with this again. It's one thing to have a poor experience once and it's something completely different to have the exact same experience a second time. Go Merch claims they have made mistakes and are learning from them, but 6 months after my first poor experience I'm having the exact same experience.

Kara
York, Pennsylvania
U.S.A.