Horrible customer service. I ordered 117 dollars worth of coheed and cambria comics from them last year and half of them came bent and damaged. I emailed and asked for a replacement. I was told to send pictures of the damage and invoice. After I sent those I was told since I paid for the insurance I was able to file a claim. So I filed the claim. Then I was emailed again saying the pictures weren't good enough so I should take videos of each comic and send them. So i tried but the files were too long and wouldn't sent. This went on for 20 days and I never got any help so I gave up. I just recently pre ordered a record and shirt from a band I love and didn't realize it was the same company. The record arrived in good condition but the print on the shirt was crooked and off center. I emailed them and was told because of the brand of shirt being on comfort colors sometimes they look off but they're not. I was asked to send a picture so I did. I was told it still didn't look off so they asked if I could send another. I used a grid to clearly show the design was off and sent the picture along with an explanation about how they are the same company that refused to help me last year and that I shouldnt have the jump through hoops and send multiple pictures and emails over and over to get an item replaced. I told them I was going to report them to the BBB if I dont get it resolved. They responded with the BBB is a scam and you have to pay to have a good score with them. They said I never said I wouldnt help you I just needed to see a pictured where it was off. I'll refund you and that will conclude our business together. I dont complain about much ever. I wont even send my food back if its messed up at a restaurant, but no one spending their hard earned money should have to deal with a company arguing with them and having to send multiple pictures and emails to get an item replaced.​ read more

Wow. My daughter ordered some Christmas presents from these folks and from beginning to end, it was a terrible experience--from the horrible quality of the product, to the negligent and argumentative "customer service" folks--it is absolutely shocking that these people are still in business. The bands they are printing for have been contacted. The record label(s) they are working with have been contacted--directly. Screen shots of all communications were sent over to their management teams and business teams. It's just a matter of time until these bands and labels cease doing business with this complete "fly by night", scam of an operation. What a scam. read more

Stay away from Merch Now Ordered a band shirt and it got shipped.. except USPS failed to deliver the item and then it got redirected back to Merch Now. I requested a refund and they only gave me half the amount. I asked customer service why I only got a partial refund and they said it was because USPS charged them to bring the item back. There was never a second redeliver attempt. Instead I was forced to take half a refund of my purchase and lose the item I purchased. Merch Now is really just a greedy money sucking company. I will never buy anything from them again and will tell everyone about this awful experience. read more

Background: I tried to place a pre-order of Coheed & Cambria's, Second Stage Turbine Blade during a limited 48-hour pre-order window offered by Equal Vision Records (EVR) on 4/20/23. The policy stated that a customer can only order 1 copy and any additional copies/orders may result in the cancellation of all orders. My issue: Due to the high demand and limited supply of this hard to find album, I was very intent upon purchasing this at the exact time it was set to be released on Apr 20 (10 AM PST / 1PM EST). In fact, EVR had a limited release of 2500 copies a month prior (March 2023) which instantly sold out and I was not lucky enough to get one. So when this pre-order was announced, I was under the impression that it would be a similar situation where I'd need to act swiftly in order to get a copy. So when the time came to pre-order the album on Apr 20, I had multiple windows open on my web browser so that I could increase my chances of starting the order process and avoid being kicked out into the virtual queue, which is what had happened to me back in March when I was unlucky. Needless to say, this time my orders went through with no problem. Yes, my ORDERS (multiple) went through at just about the same time which I immediately recognized to be in violation of the 1 copy per customer policy. As soon as I had placed the multiple orders, I immediately attempted to reach out to the Merch Now customer service team for assistance in cancelling one of the orders. Merch Now does not have a way to contact their customer service team by phone to provide immediate assistance (as most companies do), but rather you are encouraged to leave a voicemail and/or send an email, which I did both. They say that responses take an average of 1-3 business days due to being a small, family-owned business with limited staff resources, which I can appreciate. However, given the time sensitivity of the situation due to the limited order window, I would have expected that the Merch Now team would have been prepared to be more responsive and willing to assist. This was not the case. When Merch Now customer service did finally respond to my email on 4/24/23 after the pre-order window had closed, they told me that both of my orders had been canceled due violating the guidelines by ordering two copies when the limit was one copy per customer. At this time I was considered out luck as far as they were concerned because they could do nothing to help me. There was no acknowledgement whatsoever of the fact that I had tried to proactively reach them in advance to address the issue. Merch Now did not offer any solutions to help and basically continued to tell me that I was in the wrong. Needless to say, the experience I had with Merch Now's customer service team was extremely disappointing and I did not find them to helpful in anyway. I wanted to share my experience and recommend you purchase with caution, especially if there are any high demand products you wish to purchase. If you happen to make a mistake on your order good luck getting any timely help! TL;DR: I accidentally placed multiple orders on an item with a strict 1 copy policy and there was a 48-hour purchase window. When I tried to contact Merch Now customer service to help resolve my issue, I was met with a slow response time (after the order window already expired), told I violated the policy and that there was no way they could help me. Very poor customer service/assistance - 0 out of 5 stars. read more

Cancelled my order and several other of my friends. Gave us bs that if we both have the item in our carts at the same time... blah blah blah. I build websites. You check a box bro...A BOX...that says "Remove items from inventory when they are added to the cart" HAHA this is website 101 my friends. This company has no idea how to handle E-commerce and will never get my money again. Not only was it cancelled but I have 3-5 days till I receive a refund. GET BENT MERCHNOW!!! NEVER BUY HERE!!!! read more

I've stupidly ordered from them twice. Two Christmas's in a row. Both "promised" to be here before Christmas and nope. Always late.

Awful quality merch and they don't stand by their product. Good luck getting a refund when you're inevitably dissatisfied with the item.

Discovered them through advertisement, found a shirt that would be a great gift, ordered two, it said the arrival date would be on monday, they ended up coming the saturday before hand where I wasn't present, and it was immediately returned to sender, I wrote to them my experience, and before even apologizing, offering options, trying to reach out to me, they did a partial refund and charged me $14 for the shipping, didn't even try to keep my business, or rectify the situation, then responded by saying there's really nothing they can do, and completely wrote me off. Wasted my time, didn't get an important gift for someone, and left me $14 charge for nothing. Horrible. read more

Great quality items, just as pictured on the website! I had an issue and they were very responsive and resolved it immediately! No complaints, and due to their outstanding customer service I must wonder what all the negative reviews were from! read more

Ordered beginning of December got December 24. Sizing super small, returned for exchanges they sent a previously unstated Holiday exchange policy with a January 15th 2019(type o)end date. I sent back items in an insured package via their policy on my dime. Got another email with a Holiday exchange policy that now had a 30th 2019(revised but still type o) cut of date. Confirmation they received on the 17th. No response via email They completely refuse to answer or return phone calls. I'm out over 60 total and no response...really....REPORT TO BBB!!! NEXT STOP FTC dept New York read more

We recently ordered 4 Dance Gavin Dance vinyl reprints. So many minor issues that make me question the $25 per vinyl price tag -One of the cases has the wrong album name printed on the side. -Every vinyl does not have labeling for side A or B. I found the serial number on the vinyl itself does have a A/B/C/D that you can vaguely see in the right lighting -Mothership vinyl is the worst sounding record I own. It was the album I was most excited for, and it sounds more hollow than my cell phone speakers I hate supporting this company, but I love supporting my bands. It's a shame we consumers have no option but to go through them. I've emailed customer service but have yet to hear a reply. I'll update this if things change, but past experience tells me otherwise. read more

Do not purchase from MerchNow!!! I purchased a vinyl and the 3 closed sides of the vinyl packaging came ripped. I reached out for an exchange, and they told me they couldn't help me with any items damaged during shipping. The shipping box was undamaged as was the clear sleeve it came in, therefore, it was damaged before it was shipped. Sent pictures of the clean shipping box, and they still didn't care and would not help me. What terrible customer service and waste of money. I purchase a lot of vinyls and will not be purchasing from them ever again. read more

My girlfriend ordered me a CD and after a month or so it never arrived, stuck in "processing". So she cancelled and they have YET TO REFUND HER MONEY. BUY ELSEWHERE. read more

I ordered a Volumes jersey shirt. I ordered for a faster delivery as well. The shirt's tracking number said it arrived on a Saturday morning. I go to my leasing office and find out that nothing was delivered. There is the chance that it isn't Merch Now's fault. However, I have contacted support and I have yet to hear anything back from them. Luckily, USPS was able to fix the problem and get the shirt to me in an appropriate timeframe. read more

brooklyn at merch now is a god send. shouts to people who are good at their jobs and truly care! read more

Do not do business with this company if you're looking to receive your order any time soon. My order took over 30 days to process because of an error on their part. I have ordered with multiple other merch companies and have never had a single issue. I had to notify them about my package's lack of appearance and they shuffled me through three of their employees (Gabbie, Jenny, and Olivia). I suppose most of them were incapable of dealing with customers. If I didn't take the initiative to contact them, they may have never contacted me! After everything else all seemed sorted, I was then notified that another product I ordered was OUT OF STOCK! Although Olivia (the final customer service representative) was nice and somewhat helpful, She was unable to reach amicable terms with me. Olivia explained the limitations of their exchange system and was unable to solve the issue. MerchNow frequently asked me to sympathize with their business practices. As a customer, I believe It is not of my responsibility for how MerchNow operates their business and thus I shouldn't have to be penalized because of their mistakes/limitations. MerchNow is more trouble than it's worth. STAY AWAY! read more

I cannot tell you how horrible this company is. They easily take you money and then do not send a tracking number or they send one that says nothing was shipped. I tried texting and emailing all times of the day and night to see when they would respond. I had to complain to the BBB to get a response. I will NEVER buy from them again. They complained about my texts and emails. lol. The packaging was sloppy and the product damaged. I will not deal with them ever again. Check feedback before using any company. This one has alot of complaints for a reason. read more

Ordered $100 worth of merch on November 13th. Still have yet to recieve it December 22nd.

Ordered an item from this company and it's been 12 days with no further contact or updates whatsoever. I have emailed twice and received complete silence. Being ignored like this is a 100% sure fire way to lose customers. Extremely unprofessional, slow, costly shipping, and overall a negative experience. If you're looking for band merch, it's a much better choice to buy from the band directly at a show and cut out middlemen like merchnow entirely. If my band sold merch online and it was handled like this I would be livid. read more

Merch Now has the absolute WORST quality control and even worse customer service. I've never experienced such terrible customer service and I was being really nice. I ordered an orange and red smush vinyl (that cost me almost $40 by the end of it) and what arrived was a solid bright red vinyl. I honestly thought they had just sent me the wrong variant by accident. It looked NOTHING like the photo of what they had on the website (our only way to know what we're ordering) and when I kindly reached out and sent them a photo to see if I could ship it back and exchange it they refused and said it was the correct variant and "from what this looks like to me, is the red is such a bright overpowering color, the orange has a hard time showing through" which made me laugh because it there wasn't a speck of orange in this vinyl. I won't be ordering from Merch Now ever again. Not worth the insane prices and the hassle of dealing with their shitty customer service. Always shop local! They deserve the money way more than Merch Now ever will. read more

I really wish bands would use a different service. MerchNow is HORRID. I ordered a subscription of Coheed and Cambria comics back in October, they were supposed to come to my house on a monthly basis for six months. I got ONE of the six issues I ordered, over $100 spent. When I email they noticed I moved and blamed me? I JUST moved and the comics were supposed to have shipped months ago. I then requested multiple times to change my address to my new address and send me what I paid for. The rep, Keith Morales, just spins the wheels, does absolutely nothing to help me and basically says that I am SOL. For over a week and TEN emails back and forth, he emails me today and tells me that they shipped issue 11 (which I guess just came out) to my OLD address even after multiple requests to change the address to my new address. Then I check with a friend who still lives at the old address, and NOTHING CAME! What a SCAM of a site, they just take your money, don't fulfill their end of the bargain and then blame you. Don't order from these scam artists, they will just take your money and run. read more

Do not order anything from this business. My daughter was ripped off for her hard-earned money by this company. She did not get what she ordered and the company has not responded to her complaint. I filed a complaint with the Better Business Bureau. This company is disgusting for stealing from children! read more

This store sells vinyl. If the vinyl is damaged in transit, they won't do anything about it. They did not offer an exchange, discount or even a return label so I could return the items. Just shit out of luck. Not shopping here again, that's for f ing sure. read more

Ordered some shirts for my family for Christmas. The shipping was very quick, and everything arrived safely and was as described. Will be purchasing from here again. Thanks MerchNow! read more

Merch Now is a very difficult company to communicate with. They sent me a damaged shirt that was a limited run. I have been emailing and calling to get a hold of them. I do not believe that they have any customer service employees. It has been a month since I ordered the shirt and I still do not have my shirt (without a hole in it!). Hopefully you get what you ordered the first time an do not have to deal with any issues because you will have to waste a lot of time!!! read more

I ordered a shirt for my brother for christmas and never recieved it. I still havent gotten my money back. If I could put no stars I would.

Do yourselves a favor and never order from these guys. If they ship your things, it'll be three weeks after placing your order. Their customer service is non existent or is monitored by ghosts. read more

Is 0 stars an option? Absolutely terrible customer service. Period! I understand it's Chistmas season but after a week leaving multiple emails, multiple voicemails (because no one answers their phones), and I even went as far as to contact them through Facebook and Instagram. Nothing! Not a word. I recieved 1/2 my order but was missing a t shirt. So I'm out my $$ on the tshirt! Thanks Merchnow, for stealing my money. Never again. Buyer beware!!! read more

Terrible customer service who will never answer their phone or email you back. My item is almost 2 weeks late wit no explanation.

Two of us pre-ordered the same album for a friend's birthday. I sent them an email asking to change the order. I got a reply that they received my email, but nothing else. Emailed them again with the same result. Now, 17 days later , they reply that they have already shipped the orders and there's nothing they can do. Never again will I buy anything from them. read more

The initial order went smoothly; however, I had to exchange an item. So, I paid for shipping (tracked postage) and sent my package back. It's been well over a month and every time I call, they say they are working the exchange. One time I called, a representative told me they were working my exchange that same day; I called a week later and they told me it would ship out within a month. Really? This business needs a better way of tracking exchanges and processing them accordingly. I understand the Holidays are a busy time, but at least communicate with the customer. I still don't know if I will receive my exchange. read more

Much like others on this site I am in the process of being taken advantage of by MerchNow. I placed an pre-order for a "bundle" from them that included 2 T-shirts and an LP. When I received my invoice I noticed one of the shirts was the wrong size. I attempted to contact MerchNow via their phone number listed on their site. I phoned multiple times during their posted hours of operation, but no one ever answered the phone. I finally left a message with a call back number. I have not yet received an reply. I then checked their FAQ page and discovered that I could not simply have the order modified, but needed to cancel the order and re-order the product. Not sure why that would be, but I again emailed (2x) and called hourly, and then (when no one answered the phone yet again?!) i left another call back message. Again no reply. Fearing the worst I sent one more email to their support group informing them that if I did not hear back from them by 3pm the next day I would be filing a dispute claim with PayPal to have my funds returned. Less than 30 minutes later I received an email informing me my package has shipped (very coincidental timing IMHO!). This is amazing as this happened on 2/11/2020 and the album release date is 2/14/2020. Any music aficionados ever heard of a LP being released before it's official release date? I certainly haven't. This raised a lot of red flags so I checked the tracking information they sent me. My package has not been shipped. all they did was create a shipping label. Their website still shows a release date of 2/14/2020. Seems like they are puling a fast one. I have filed my dispute with PayPal, hopefully I can recoup my funds. I would not recommend purchasing from this vendor, this entire process has been a nightmare. Hopefully this review will help another unsuspecting buyer from the problems I have encountered dealing with MerchNow. If I could give zero stars I would read more

Merch"Now"? Don't flatter yourselves. This is nothing but false advertising. Don't be fooled - these people do NOT care about fulfilling your order in a timely fashion. AVOID THIS JOKE OF A COMPANY AT ALL COSTS!!! read more

Just wanted to update my post about Merch Now. They listened & they made it right. They sent another album, Priority Mail, & it arrived in just a few days in good condition. read more

Worst customer service I have ever experienced. A record I purchased arrived warped. I sent a message through their contact service. Never heard back about that. I wanted to cancel/modify another order later. I messaged through their site, on Facebook and called them. No one answered when I called either time. I left two messages. They never called back. They finally contacted me through an email after it was too late and gave me some useless options. Please, content creators, do not use this company to handle your merch. Give your supporters a different way to buy your products! read more

Do not do business with this company, and I use that term loosely. Crappy customer service. I ordered 3 shirts, one in-stock and two that were soon to be stocked in. It's simple, you take the in-stock item and put it aside while you wait for the other two items to come in. I received my package 2 weeks after it was supposed to arrive and the in-stock item was missing. I go to the website to see if I can get any information, and what do you know that shirt is now out of stock. It still is showing on the invoice however, but nothing, no explanation as to where it is or what happened. I left 2 messages with the customer service email on the website to no response. I even called in after waiting a few more days and got a voicemail. No response. I regret that they received any of my money and it will never happen again. I will never use this crappy company again. Worst customer experience I have ever had. read more

They have a horrible shipping and return policy. The tracking number said that our product had been shipped but we had nothing in the mailbox. We looked into it only to find that they had returned the order with no explanation or contact about the reason. After calling customer service about it and asking if there would be a full refund, and the representative told us yes there would be a full refund, but when I asked how much would be refunded we found out that they were going to short us $12 for shipping but if we wanted to pay another $12 they would reship it to us. Never order from this website. Contact the Business Bureau to report them if they have scammed you like this and open disputes with your banks to get the full refund that you deserve for their terrible business practice. read more

I was really worried after ordering a Neck Deep band shirt from this site after seeing all the terrible reviews but I must say my experience was great. I got the order within a week of ordering it and it was the correct shirt. Will definitely order from them again. read more

The absolute worst merch company I've ever dealt with. And I've worked in my music/merch industry for almost 10 years. No response from customer service after 4 emails sent. Phone doesn't get answered. It took them 4 weeks to ship an item 30 miles from where they are located. Then the item fell apart within minutes of wear. Had to dispute the charge with my credit card company instead since they wouldn't respond to my many emails. 0/10 will never order from again. How is the company still in business? Better question- why do bands continue to allow them to print their merch on awful quality clothing? read more

Please make sure to place your orders at least a month or two before you hope to receive them, regardless of how much you decide to pay for shipping... Then just hope the right size, band and color of merchandise you chose actually shows up. Good Luck! read more