I watched the video, and am kind of of two minds. On the one hand, it sounds like Merit absolutely had poor customer service towards him. It is absolutely bananas if they canceled his $2k order without even telling him. On the other, I’m not sure I agree that a “curt” tone in written correspondence is anything bad. He seemed upset at just that, and clearly felt slighted.
I do like Wayne, but there’s something about this dispute that feels a little petty. Definitely more petty of Merit to cancel his order, though!
by stink3rbelle
16 Comments
[Matilda on Video launched a collaboration with Merit yesterday](https://www.youtube.com/watch?v=bofUT95rK5o); from the comments under the video it seems like Matilda is doing more for Merit’s customer service than Merit is.
I would describe the email Wayne got about the invoices as passive aggressive rather than curt; it costs nothing to say “Thank you for your email. Please find attached your invoice as requested:”.
When I watched this, I couldn’t help but wonder if they knew it was Wayne Goss himself who was emailing. I know it’s irrelevant to the story but how stupid on Merits part. Probably won’t have any impact on their sales though 👎🏼
There’s been a couple of updates since the video was posted:
https://preview.redd.it/9i76ohdsd5lc1.png?width=545&format=png&auto=webp&s=3222516edc6f9e4f4f4403e4c34d3bd9c58f7b07
Alt text: WayneGoss “So I have an update! At 8:33pm this evening customer service reached (nearly two weeks after the order was cancelled). The reason for the cancelling: The order was too big. But they would be happy to help me place another order… So there you have it folks. Finally got an answer. But how hard would it have been for them to reach out “
This f-ing guy again. Why couldn’t he get in touch with this company privately to express his concerns? It’s not like he doesn’t have a one-way path to the head of the company. Oh, I know…it’s just like the time he cried like a baby about some issue he was having with his Tesla and Tesla service wouldn’t help him so he sic’d his followers on them so they relented and kissed his ass.
So here we are again with big baby Wayne sic’ing his followers on someone else because he can’t handle a situation like the grown-ass man he is.
Gross. So happy I unfollowed him years ago.
Boo hoo. Wayne’s no buy list of slights is growing. Not saying anyone deserves bad customer service but you can’t place a $1000+ order and expect me to be concerned.
If I had to guess, their system probably auto-flagged such a large order as fraud. It’s pretty common for someone trying to scam a business to place a huge order and later do a chargeback
I think Wayne goss is not being petty at all!Customer service has gone down so much when you’re a consumer and you’re spending your hard dollars on a brand you deserve to be treated with respect. The only recourse we have is to call the brands out on their poor service and stop buying from them until they get their act together.
Wayne Goss is a whiny weirdo
If you want to be considered a legit, professional business it’s pretty crappy to say “you’re the first person to ever ask for this!” Like so what? He wanted an invoice and was ready to spend a couple grand on their products so it’s pretty unprofessional and shortsighted of Merit to be snippy about that. As a business, you never know which customer is going to be a popular influencer so it’s best to just treat each customer as if they are. Especially this particular company which is heavily reliant on influencers to sell their products.
This dude desperately needs friends he can vent to and calm him down.
Merit Customer Service was rude to me too.
I assumed it was because I’m not an influencer and was only buying 2 things.
I haven’t purchased from them since then.
There are too many other great brands
He is an OG influencer and spent thousands of his own money on product to review so he expects the company to be grateful or at least gracious. I do understand why the curt tone got under his skin. Honestly, it seems like customer service is outsourced or done off shore. I can’t understand why the CSA didn’t connect him with their PR or affiliate team. They probably didn’t recognize his name which is why they just sent the link to their basic affiliate program. I manage affiliate programs for high profile tech brands and we show our top affiliates VIP treatment. It may seem entitled but let’s remember he wasn’t asking for anything other than a little special treatment. If they treated him like this how do they treat their regular customers?
I think he is completely in the wrong for even mentioning this. I mean credit card theft is quite common. Maybe something along those lines happened
I think he’s absolutely in the right. Fine, they have fraud detection. WGAF? They still can provide information and respond to customer inquiries in a timely manner.
He asked for an invoice. Not a unicorn or a pony, but an invoice. They didn’t engage with him in a professional manner over multiple communication attempts.
He didn’t make the video until they jerked him around for weeks. If Merit doesn’t like it they have an opportunity not to be sucky to customers in the future. Wayne is not the only person to complain about their crummy service.
I’ve never had a problem with the one time I needed their help. I made a purchase and forgot to add something so I emailed them to cancel it and inform them that I was going to make another purchase. The next morning I got an email that the order was cancelled and I was able to reorder. Never has anyone gotten to my order in time. This was in fact the immediate previous order I placed from them.
So what I got from this is, why is it Merit’s problem if HIS accountant doesn’t accept the generated confirmation email purchase? Also from my experience buying things online, there’s an option to print your order, or view it, that is in fact an invoice. I haven’t purchased from Merit before, so I’m unsure of what their confirmation email looks like or if your able to view your order history, but I would start there before contacting customer service, and certainly before making a video and posting it to YouTube.