MercadoLibre Customer Service Issues

I purchased an iPhone 6S Plus 128GB on October 27, and paid [redacted] pesos via Abitab. My order number is [redacted]. After payment, I received an email from Mercado Libre stating that Ruzi Fernandez is the seller with the phone number [redacted]. I tried contacting them with no luck. After messaging them on WhatsApp, they saw my messages and disappeared. I contacted my friends in Uruguay for help as I don't speak Spanish, but the seller didn't respond to them either. I have sent numerous messages on Mercado Libre and filed a claim, being informed that the seller has until November 5 to respond. I find it frustrating that despite not receiving my phone and attempting to contact the seller promptly, I now have to wait longer. I am eager to have my money refunded.

I attempted to purchase an iPhone, but the website offered me a service for [redacted] pesos for a year, which deducted [redacted] pesos from the iPhone's price and changed it to [redacted] from [redacted]. Despite this, my Visa credit cards were all rejected during the transaction. I searched for a customer service phone number to address this issue, but none was available. Upon checking my credit card online, I noticed a charge for the full amount of the phone. Subsequently, I received emails from ML requesting various pieces of information for my purchase, some of which were confusing. It seems my purchase may be rejected in the morning. Unfortunately, I was unable to find any live customer support to help facilitate my transaction. If needed, you can reach me at [redacted] or on my cell at [redacted].

I have a few questions that I need answers to before I start a store on Mercadolibre. 1. Shipping from China to Latin America usually takes over 30 days. Does Mercadolibre have any express partners in China to expedite the shipping process to Latin America? 2. Does Mercadolibre have warehouses in China? If so, how can I send my products to your warehouse, and what is the estimated shipping time from the China warehouse to Latin America? 3. Are there Mercado Libre warehouses in Brazil, Mexico, Argentina, and Chile similar to Amazon's FBA? How can I send my products to these warehouses? Will Mercado Libre assist in customs clearance, especially for shipments to Brazil? 4. Do I need a Payoneer or Worldfirst account to receive funds in RMB rather than US dollars or local currencies on Mercadolibre? If so, what is the exchange rate and any associated fees? 5. I need advice on logistics and express services in Latin America. Fast shipping is crucial for customer satisfaction. Any recommendations on efficient shipping methods would be greatly appreciated. Thank you in advance for your assistance.

This is the second time I've made a purchase where they claimed if payment is made before 4:00 p.m., the item (TWS earbuds) would be delivered the same day. I made the payment at 5:45 p.m. Mercado Libre confirmed the purchase and scheduled delivery for Monday, September 23, [redacted]. This feels misleading and unfair as the delivery promise was not kept again. It's important for businesses to deliver on what they advertise.

Recientemente intenté comprar una tarjeta de iTunes dos veces con mi tarjeta de crédito, pero fue rechazada en ambas ocasiones. Opté por pagar en efectivo en OXXO y después de esperar 5 días, el vendedor me pidió mi identificación, lo cual encontré inusual. Aunque entiendo la necesidad de identificación al usar tarjeta de crédito, pagar en efectivo no debería requerirlo. Me preocupa que pueda haber intenciones de robo de identidad detrás de esta solicitud. Trabajé en seguridad por 30 años y nunca había experimentado algo similar en mis 48 países visitados. Esto me parece muy alarmante y creo que debería investigarse.

Order number [redacted] in Mexico. I attempted to purchase an iTunes card for my daughter's birthday on October third using a credit card, but it was declined twice. I then paid with cash at OXXO. The seller refused to complete the transaction unless I provided my ID, even though I paid in cash. This situation seems suspicious, as I have never encountered such a request before. The seller even rejected the cash purchase and refunded me. I find this behavior questionable and concerning. I have extensive experience in security and have never faced a situation like this. I believe this needs to be investigated further. I have all the necessary documentation and receipts. Please reach me at [redacted] to discuss this matter. Transaction number [redacted] and [redacted]

I misplaced my cell phone and got a new one with a new number. Unfortunately, I can't access my ML account because it's asking for verification through my old cell number, which I no longer have. Alternatively, it's requesting a photo of my INF/IFE card, which I don't possess since I'm not a voter in Mexico; I hold Residente Permanente status. How can I update my phone number with ML if I can't log in to the website? Why isn't my email address a valid verification option? Currently, I'm unable to utilize ML services due to being locked out. Thank you.

I recently purchased an Inogen G5 Portable Oxygen Concentrator on Saturday morning. The Purchase order number is [redacted], and I made the payment with my Visa card for 12 monthly installments. However, the vendor informed me that the item was already sold on Friday, prompting me to cancel the order. Unfortunately, I could not find a Cancel Order option on the website, and instead, it shows "Publicacion Pausada." I need assistance to cancel this order and receive a refund on my Visa card. If cancellation is not possible, I may have to consider stopping the payment on my credit card, which I prefer to avoid. Please help me resolve this issue as there seems to be no way to contact a person through your website. Thank you for your assistance.

I, Elias G., purchased an Inogen G5 Portable Oxygen Concentrator with order number [redacted] on a Saturday morning. I paid using my Visa card for 12 monthly installments. However, the vendor informed me that the item was already sold on Friday. I tried to cancel the order, but the system only displayed "Publicacion Pausada" without a cancel option. I need to cancel the order and have the charged amount refunded to my Visa card. If cancellation is not possible, I may need to block the payment on my credit card, which I prefer to avoid to keep using it on Mercado Libre. Your website lacks options to contact a representative, so I hope you can assist me promptly. Thank you for your help.

I am currently facing an issue with my purchase from this company. Everything was going smoothly until they requested verification from me in the form of a Mexican INE/IFE, which I do not possess. As a U.S. citizen residing in Mexico with a temporary residence visa, I am unable to provide the requested documentation. I have used the email address provided below to correspond with them, so hopefully, they can locate my order details through it. At this point, I am uncertain whether my order was successfully processed. I am simply looking for assistance in ensuring that my purchase is completed without any further obstacles.

I am new to MercadoLibre and encountered an issue during my first purchase. During checkout, I was prompted to verify my phone number but did not receive the verification code via SMS after entering my Telcel number. Now, when I try to view my purchases in my account, I am being asked to upload a picture of my IFE card, which I don't have, only a residence card. What should I do next? Facing a new issue, yesterday MercadoLibre declined my credit card payment for purchase number [redacted]. Consequently, I cancelled the order. However, upon reviewing my credit card statement today, I noticed that the payment has been deducted from my account despite the cancellation. Since the order is cancelled and I won't be receiving the item, MercadoLibre should refund the charged amount back to my credit card.

I made a purchase on Mercado Libre Mexico with a US credit card. They are requesting identity verification by submitting my Mexican cell phone and a picture of my Mexican voter ID (IFE) through their app. However, as a Permanent Resident with a green card, I don't possess an IFE. The app did not accept my passport or Permanent Residency card. I am unsure how to proceed with verifying my identity to continue shopping on Mercado Libre.

Hello, I recently bought a new portable DVD player from Mercado Libre, expecting it to come with a wall plug and battery as advertised. However, what I received was a reconditioned model with only a shoulder strap and no accessories. After encountering issues with the return process, I contacted Mercado Libre for assistance. I followed their instructions, downloaded all the necessary stickers, and had DHL pick up the machine. Despite all this, I have yet to receive a refund. I would appreciate it if you could look into this matter for me. Thank you, Florence C.

Dear HR Director, I hope this message finds you well. My name is Atali Dickson, and I currently reside in Brazil. I would like to bring to your attention that on March 9, [redacted], I made a purchase of 2 sets of iPhone 11 Pro Max 256GB totaling R$35,[redacted].90. Although the purchase was initially accepted, it was later cancelled. On March 11, [redacted], my money went missing, and I received an alert stating that my settings were changed, even though I did not make any changes. Mercado Pago security services notified me that they have identified the fraud and assured me they would handle everything to prevent the hackers from taking the money. I am unsure of the security measures being implemented, and I am unable to contact Mercado Pago Brazil for an update. I am seeking a resolution to this issue and would appreciate your assistance. Please feel free to contact me via email if you require further information. I look forward to hearing from you soon. Best Regards, Atali

Good morning, I am having trouble getting in touch through any means to solve this issue. I was scammed in a purchase of an iPhone 11 (protected by Mercadopago), and all I received was a box with a brick inside. I made the claim through the website, and they closed the case without me being able to even respond to what they were saying. Days later, I received another box from the same seller (related to the same purchase) with some cans and a jar with liquid inside. I opened it in front of a servientrega official, and in the receipt, I stated that it was not the purchased product. It's becoming a quite dangerous situation, as I informed you through messages on Instagram. I have tried to contact Mercadolibre through Facebook, Instagram, email, phone, and have not received any response, so I am using this forum to see if you can provide a solution to the problem and take action against the seller to ensure my well-being. I also request a refund since the scam meets Mercadopago's conditions. I demand a response to my request and actions on your part. I look forward to your reply.

I never received my order, and the refund was processed through Mercado Pago instead of my bank account. The item I purchased was a mosquito net for my bed. I attempted to rectify the situation by depositing an additional $[redacted] pesos into Mercado Pago. I prefer to have the $[redacted] pesos refunded to my bank account directly, rather than having it credited to a Mercado Pago or Mercado Libre account. I find it confusing because I previously received refunds directly to my bank account, and I do not wish to have a Mercado Pago account.

I received Purchase #[redacted] on April 13th, and unfortunately, the guitar arrived broken with pieces coming out. After contacting the seller, they agreed to exchange it, but they did not follow through, leaving me frustrated. Mercado Libre provided a FedEx return tracking number via email, but I lacked the necessary receipt. After challenges with FedEx not accepting the package without a proper commercial receipt, promises made by a supervisor were not kept, leading to further disappointment. Despite Mercado Libre's indication of a 7-day valid pickup window, it was inexplicably canceled causing confusion. Attempts to reach out to Mercado Libre for assistance have been met with silence, making the customer service experience extremely frustrating. The lack of follow-through on promises has left me feeling mistreated and unsure of what steps to take next in resolving this issue.

On April 16th, I purchased 3 face shields from Sebastian, who offered home delivery. Days later, he mentioned he wouldn't send the package so I canceled the purchase and on the 27th, I bought 3 face shields at a lower price. My issue is that Sebastian eventually sent the product and charged me for it. I want the cancellation of this purchase to be respected, I want my money back, and I want to return his products to him. Unfortunately, I have another problem, there seems to be a second purchase of 3 more face shields on April 16th that I don't recall making. I'm uncertain about what happened, if it was my mistake, I didn't notice, I never intended to make this transaction, which is also canceled. So far, I have received two packages and I want to return one and only pay for the purchase I made on April 27th.

(Complaint Against Logistics Operator DEPRISA) Good afternoon, I have made several purchases on the platform, which I will detail below: #1 Purchase #[redacted] - April 6. A refund was issued by Mercado Libre due to a logistics problem as confirmed by the seller. #2 Purchase #[redacted] - April 22. The package sent by DEPRISA could not be delivered as they did not find the address. Unlike other couriers such as SERVIENTREGA, COORDINADORA, and ENVÍA. #3 Purchase #[redacted] - May 2. Seller reported issues with DEPRISA holding orders without notice. #4 Purchase #[redacted] - May 2. Also sent via DEPRISA, the seller is facing delivery problems. They provided proof of delivery to DEPRISA CHAPINERO (tracking number: [redacted]65) which doesn't show on the website. I request that for this destination (PITALITO (H)), DEPRISA should not be used or should be penalized by excluding them as a logistics operator for Mercado Libre. Their service is unreliable causing inconvenience to customers like me having to pray not to be assigned this operator.

Good afternoon, my issue is that on January 14, [redacted], I purchased 2 INFRARED digital thermometers. The purchase took a long time, but I kept expressing my interest and waited. However, on March 17, my cellphone was stolen, and I couldn't recover my account. I've been trying to contact someone from Mercado Libre to assist me, but it has been quite a challenge. I hope through this channel, you can help me. I have my purchase receipt, and last month, a delivery person contacted me, without specifying the courier company, asking if I received my package. I informed them that I haven't, and they claimed someone else did, which is untrue. When I asked for the signature, they refused to provide that information and now they are not responding. I urgently need your help and response. I hope I'm not mistaken by reaching out here, as there isn't clear guidance on how to contact you.