Mercari Customer Service Issues

I purchased two complete letter sets of Sizzlits Die Cuts from SpunkyHollow Designs on January 13, [redacted]. An email informed me on January 31, [redacted], that the order had been shipped. Since then, there has been no further communication. Despite attempting to track the package through USPS, the tracking number provided was declared invalid. Concerned, I tried to contact the seller but was unable to log in due to invalid credentials. This lack of information is frustrating. Should the order not arrive within the next five days, I would like a refund of $27.00.

I recently received a 7-in-1 air fryer oven as a gift, but unfortunately, the unit appears to be defective. I am experiencing difficulty turning it on, and even when the icons light up after some troubleshooting, selecting options doesn't work. The unit starts and stops immediately when it does manage to turn on. I've noticed that pressing the top of the unit can make the light come on temporarily, but it all stops once I remove my hands. Based on recent reviews, it seems others are facing similar issues with this model. I would like to request a full refund and free return shipping, as I prefer not to receive a replacement due to concerns about the product. Thank you for addressing this promptly. Robin T. email: [redacted]

I received the wrong item from a seller after buying plants worth over $[redacted]. I reached out about the mix-up, offering to cover the return label costs. The seller cited a no return policy but the confusion arose due to mixed postings of plants and decor. Despite trying to communicate, the seller was unresponsive and is now stating items were unavailable. I've already left a review reflecting the experience and hope it will be posted. Improved communication and clarity in listings are needed for better customer service. I've been unable to get in touch through other channels and hope this matter is resolved promptly. Thank you for addressing this. - Vickie G.

I mistakenly sent two packages to a girl and she only acknowledged receiving one, pretending not to have gotten the one that was not meant for her. After double-checking, I found that she had both items. Despite confronting her, she initially refused to return the incorrect item. She has now agreed to return it in exchange for a refund, but I am not satisfied because I still want the missing item back. She mentioned being 14 and unsure how to return it since I sent it to her.

Good morning, everyone. My name is Kaos, and I urgently need help as I feel like I am on the verge of losing $[redacted]. I have been a loyal customer on the Mercari website, having made over 35 successful purchases without any issues. My problem arose yesterday, February 11, at around 2 a.m. when I bought a cracked iPhone X for $[redacted] from someone who turned out to be a scammer. After I made the payment through Mercari, they requested I cancel the transaction and send the money directly via Cash App, to which I refused. Despite my initial concerns, I engaged in further discussions with the seller as I was interested in the phone. However, they later admitted to sending my item to someone else by mistake, creating a scenario where I would need to report an incorrect delivery and risk losing my $[redacted]. I am desperately seeking help as I do not want to lose my hard-earned money. Any assistance or guidance on how to address this issue with Mercari would be greatly appreciated. Thank you.

I sold a 25 lb weighted blanket for $60 to a customer. Unfortunately, I forgot to add the tracking number on the website before the deadline, but I did ship the item as intended. The customer canceled the order before I could update the tracking information, and now claims the tracking number I provided is incorrect. After showing proof from USPS that the blanket has been delivered, the customer says no one was home to receive it. I'm unsure how to proceed regarding payment or retrieving the product.

Hello, I'm Sharon Parsons, also known as ApplePieLady. I recently sold a Bose radio, and the buyer has received it but has requested a return which is still under review. I may have forgotten to include the remote when I packed it hastily. If the missing remote is the reason for the return, please let the buyer know that I will send it promptly. I tried contacting Mercari without success, which is why I am reaching out here. I hope the buyer will reconsider the return and be satisfied. Selling on this platform for the first time, I was eager and rushed. I look forward to selling more items in the future and appreciate your assistance. Thank you, Sharon L Parsons

I attempted to catch the typos while voice texting. I made a $[redacted] offer on an item from a seller and then decided to increase it to $[redacted]. When I asked if we agreed on $[redacted], the seller confirmed. However, I couldn't directly submit the new offer due to a previous $[redacted] bid. After a few attempts, the seller adjusted the price to $[redacted], to which I agreed. When I returned to confirm the purchase, I was surprised to find out he sold it to someone else for $[redacted]. I pleaded with the seller to honor our agreement, as we had discussed doing the right thing in our conversation.

Order # m[redacted]8 I made this order on January 30, [redacted]. The seller has not shipped the shoes yet. I tried to cancel, but the seller promised to ship them the next day, so I withdrew my cancellation. However, the shoes were never sent. I reached out to customer service, but their response was unhelpful, with the wrong shipping information. I followed up, but it's been days with no reply. I tried contacting Mercari again, only to be ignored. This is my second bad experience with a seller not fulfilling their end and with Mercari's poor customer service. As the buyer, I am left empty-handed. I am frustrated and disappointed by this whole situation. I have lost out on the shoes I wanted and missed out on another pair I could have bought. The lack of decent customer service has made this a stressful experience. Despite liking the app and its deals, the customer service has been severely lacking. Sincerely, Robert E. Davis

Hello, I am reaching out about a recent return request related to item number M[redacted]0. I provided accurate descriptions and even added extra free trains to the package. However, the buyer claimed I mentioned the trains were wooden, which is not true. I ensured the items were well-packaged with plenty of tissue paper and air bags for protection. Despite my efforts to accommodate the buyer's requests, she still initiated a return. I have a history of positive reviews, while the buyer has only one. I am disappointed that my accurate description and efforts were overlooked. It is disheartening to see someone take advantage of the return policy due to misunderstandings. I value my reputation as a seller and would appreciate some clarity on this matter. You can reach me at [redacted] or [redacted]. Thank you.

Hello! I need help with my shipping charges as I was double billed. I paid $12.25 through Mercari for two packages and then an additional $18.13 at the post office for the same two packages, totaling $30.38. I usually print my labels at work but stopped by the post office this time due to a lack of printer ink. Despite explaining this to the post office and showing my receipts, they wouldn't assist me. If you could refund the overcharged amount, I would appreciate it. Thank you! Mary S. [redacted]. Email: [redacted]

I recently purchased a set of 12 ceramic jars (Item ID: m[redacted]0) which arrived completely shattered. I promptly contacted the seller via email upon receiving the damaged items, but Mercari finalized the transaction and released payment to the seller without resolution. Despite filing a claim with FedEx, they require a signed waiver from the shipper to proceed. Since I am unable to reach the seller anymore due to Mercari closing the transaction, I am stuck in this situation. I have photographic evidence of the broken jars. I am unsure why Mercari finalized the transaction without addressing my issue with the seller, especially since I reached out immediately. Any advice on how to proceed given FedEx's requirements and my inability to contact the seller would be greatly appreciated. Thank you for your help. Best, C. Billings

I recently purchased a set of ceramic jars (Item ID: m***********) that arrived shattered. Despite reaching out to the seller via email as soon as I received them, Mercari completed the transaction without resolving my issue. The seller has not responded to my messages. I attempted to file a claim with FedEx, but they require a signed waiver from the shipper to proceed, which I cannot obtain since the transaction is completed. I also have photos documenting the damage. I am uncertain about the next steps as I cannot contact the seller or fulfill FedEx's requirement. Thank you for any assistance you can provide. Best, C. Billings

I have been trying to get assistance regarding a recent purchase that has been causing me a lot of frustration. This issue with sellers falsely claiming to have shipped items and subsequently not responding to my inquiries has been ongoing. Despite my attempts to reach out to the seller and speak with Mercari's representatives, I have faced delays and poor communication. It is disheartening to not receive a timely response from a supervisor after requesting one. As a frequent user of the platform, this experience has made me question whether I should continue using it. The lack of accountability from sellers, coupled with the lack of support from Mercari, is deeply disappointing. It is discouraging to encounter such problems, especially when there are other users who fulfill their obligations promptly. This situation has left me feeling frustrated and reluctant to make any future purchases, which is unfortunate considering my previous positive experiences with the platform.

I recently messaged the seller of an iPad I bought, but have not received a response. The iPad I received is locked, and despite promises from the seller to provide a password, I have not received it. I am unable to use the device and would like assistance in obtaining a refund. I delayed returning it because the seller indicated they would resolve the issue, but I have not heard back. I am hopeful someone can assist me in resolving this matter promptly.

Hello, I submitted the following to the support center on 2/14 and was informed that the escalations team would need to handle the case. However, I have not received any follow-up, and I am starting to feel concerned, so I am resending it. Upon receiving the computer today, I noticed that it was packaged very poorly. It was not secured in the Coca-Cola box provided, resulting in it moving around freely during transit. There are various dents, scratches, and marks on both the exterior and interior of the computer. I suspect it may have been stolen as it boots up to a password-protected login screen. Additionally, the laptop's bottom plate is loose due to missing screws, and no charger was included despite being promised. I am unsure if the damage was undisclosed or a result of inadequate packaging, despite inquiring about the laptop's condition prior to purchasing. The extent of the damage significantly reduces the value of the computer, and I am requesting a refund. I have attached photos of the lock screen, the computer in its original packaging, and close-ups of the damages. I am extremely disappointed considering the amount I paid for it. Thank you, K.

I have been using Mercari for a few years now to buy and sell items. Recently, I bought shoes for $55, and the seller used Fed Ex for shipping. Unfortunately, Fed Ex lost my package, claiming it was delivered to my doorstep when it never arrived. After a week-long investigation, Fed Ex couldn't locate my shoes. I informed the seller and contacted Mercari for a refund as advised by Fed Ex. Despite explaining the situation multiple times, my refund was automatically processed without my consent. My bank recommended reaching out to Mercari again to rectify this issue as it seems my money has been taken unlawfully. I demand a prompt refund from Mercari for the lost package.

I have a concern about my recent interaction on Mercari. After being a loyal customer for over a year, I received my first poor rating. I am kindly asking for it to be removed as I have never had a poor rating before. The buyer did not attempt to contact me for a return or to address any issues. I would have gladly accepted a return and resolved the matter. I find the rating to be unwarranted and rude. I even provided 4 detailed photos of the outfit in question, so it is surprising to hear it was in poor condition. The description was accurate, and the item was worn by a 2-day-old baby. I rated the buyer positively because I did not anticipate any problems. Please assist me in this matter as I am upset by this situation and would have been willing to accept a return to ensure customer satisfaction.

I recently purchased a Kanken backpack from someone and initially, it looked fine and I was excited to use it. Unfortunately, within the first week, it started to rip. Despite working and attending school, it took me some time to research the backpack. The listing did not mention that it was a fake, it was advertised as a Fjällräven Kanken which are known for being well-made. Upon comparing it to a friend's authentic Kanken, it was clear mine was not genuine. I politely approached the seller hoping for a refund, but it has been a month with no resolution. I feel frustrated and disappointed that I paid for a real Kanken but received a fake that is already falling apart. The seller did not attempt to address my concerns. I believe sellers should be transparent about the authenticity of their products to avoid such issues. I'm requesting a refund and hope for a prompt response. Thank you. -Banesa

I received a message from your support team stating that I was banned for allegedly having multiple accounts. I have been using this account since my fiancé introduced me to the site from eBay. I chose this marketplace for its better fees and shipping. I believe there has been a mistake made by accusing me of having another account. With nearly 60 ratings, why would I create a new account? It doesn't make sense to me. I would like the opportunity to continue using this marketplace. I am submitting this complaint regarding your support team. I am also owed a refund of $[redacted]. I was informed that I couldn't receive my refund due to the ban, which is unreasonable and unlike any conflicts I've had before. Please investigate this and reactivate my account. Accusing me falsely could lead to legal action for taking my money. I requested my refund on Thursday and was banned on Sunday, which I find extremely unreasonable.