Mercari Customer Service Issues

After purchasing a pair of shoes for $[redacted] based on the listing pictures, I received a different item than what was shown. The insole I received did not match the authentic one presented in the pictures, and the shoe laces were a different color than advertised. Instead of receiving yellow, purple, and blue laces separately packaged as shown, I got blue, green, and black laces all together. The shoe coloring is faded, and the shoe box looks fake and discolored. The seller doesn't accept returns, so I am reaching out to ask for possible assistance in obtaining a refund as the shoes do not match the listing's description.

Item #m[redacted]0 The buyer has stated that the hat does not fit, questioning if it could be authentic as it seems too big for a Northface product labeled as “OS” for “One Size”. Despite the buyer's lack of ratings and a new account, I strive to be a trustworthy seller by providing extra care in my shipments and accurately describing items. I have proof of authenticity with emails and detailed pictures showing tags and serial numbers. It's disheartening to encounter doubts about my products, especially since I have not faced such issues with other SUPREME items. Moving to this platform was to avoid scammers, so this situation is unsettling. Rest assured, the item is genuine. Thank you for your understanding.

When you make an offer and receive a counteroffer, isn't the seller supposed to allow the same 24-hour window for you to respond? I made an offer and got a counteroffer, but when I tried to accept it later, the app froze. After restarting my phone, I tried to accept again and confirmed the offer, only to be told the item was no longer available. I messaged the seller, who said another customer wanted to combine it with another order. If there's a 24-hour clock, sellers shouldn't change their minds abruptly. It's frustrating not knowing if the seller truly wanted to sell or if the item was even available. The seller, "kittencries," needs to be more transparent, and buyers should be able to rate them accordingly. I felt rushed and unsure in this situation.

I recently bought a pair of chairs on the Mercari app, a style I've been hunting for a while. I had questions for the seller, but Mercari Admin intercepted them, saying direct communication is not allowed. I then sent Mercari's prepared questions to the seller but got no response. Despite this, I purchased the chairs. Mercari sent a confirmation email promising to ship within three days, yet no action was taken. I messaged the seller via the app's shipping FAQ section, still no reply. Contacted Mercari via email, Louis said he'd prompt the seller to ship but provided no confirmation or follow-up. My email to Louis for clarity went unanswered. The unresponsive seller led me to seek help from Mercari’s customer service, resulting in a long wait on the phone with only a voicemail option. Frustrated, I sought assistance elsewhere.

I was under the impression that the item I purchased was brand new, but it appears to be previously registered to someone else. I work full-time and am busy, so prompt communication is important to me. I have tried to contact the seller to resolve this issue, but have been unsuccessful. I would like a refund as I feel misled and ripped off. I have also been having trouble sending messages through the platform. I linked the item below for reference. Thank you.

Hello, I found that my package is marked as delivered on the tracking website. However, the delivery address I provided was [redacted] Douglas Pike, Smithfield, RI [redacted], which is Bryant University’s address. I double-checked with my school's post office, but they do not have my package. Upon further investigation, it seems my package was mistakenly delivered to Brown College in Providence, RI, instead of Bryant University. I reached out to Brown’s Post Office, and they mentioned that the package is en route to them but should have been for me. I have been trying to contact the Providence Post Office for assistance, but have been on hold for over an hour. I am hoping they can redirect my package to the correct address, [redacted] Douglas Pike, Smithfield RI, [redacted]. I appreciate any help in resolving this issue promptly as I have work commitments.

I bought a pair of boots for $25, but the seller cancelled the order and relisted them for $40. I emailed the seller asking why. She claims it's within Mercari rules. I suspect she takes higher offers and cancels existing orders. Private messages enable this behavior. Poshmark makes all messages public to avoid this. There should be penalties for such actions. Disappointing. I'm still waiting for my refund. 😕

Hello, I am a seller and sometimes a buyer on Mercari. I have been dealing with false return claims from some buyers. I am worried that buyers might tamper with the items before returning them. Currently, I have a buyer claiming that the Alcatel flip phone I sold is old and not working. I assured them that I tested the phone before listing it, and being a GSM phone, its age shouldn't matter (I have the right to clarify my side). Despite my polite responses in our chat, the buyer's behavior has become increasingly rude and even threatening. If Mercari sides with the buyer and processes the return, I fear repercussions. Reporting the messages in the chat hasn't helped much, and I truly hope this matter can be taken seriously. Your assistance is greatly appreciated.

Username: lsmith12. On December 13, [redacted], I was browsing the app and came across a listing for an iPhone XS Max. I messaged the seller who asked to communicate via phone for more details. We settled on a price of $[redacted] using Venmo for the transaction. However, they claimed payment issues and suggested trying another app. After sending the money through the new app, they mentioned shipping the phone the next day. Subsequently, I was contacted by someone claiming to be their "boss," demanding more payment due to the seller's termination. Requesting a refund, the boss confirmed but never returned the money. I tried contacting him multiple times with no response. Ultimately, I lost $[redacted], with $[redacted] and $[redacted] going through different payment apps. My focus now is on recovering the funds rather than the phone. I seek guidance on how to proceed and retrieve my money from this listing on your platform.

Hello, I recently had an item removed from my page on Mercari for being labeled as a "prohibited item." The item ID is m[redacted]2. I can confirm that my item does not violate any guidelines listed as prohibited, such as being counterfeit, promoting offline transactions, or sharing personal information. I have noticed similar listings with the same name and description on Mercari that have been successfully sold, so I am puzzled by the removal of my item. I would appreciate a swift resolution to this matter. If there are any discrepancies in my listing that need attention, please advise me on the necessary changes so I can comply with the platform's policies. Thank you for your assistance. My username is Queen bee123, and you can reach me via email at [redacted].

I recently purchased an Xbox One from Saiah’s JunkYard. The description noted that it had a broken HDMI port, specifically the in port. Due to shipping constraints at my location, I had it sent to my parents' house. Unfortunately, upon receiving it, they discovered that the power cable was missing, which was not disclosed in the listing. After a delay, the cable arrived, but when I attempted to use the Xbox, I realized that it was the HDMI output that was actually broken, not the in port as stated. This information was crucial, and I would not have made the purchase if it had been correctly described. I am seeking a full refund and request that appropriate action be taken against this seller on the platform.

I tried to request a return on a sweater I bought because the seller failed to mention that it had shrunk significantly. I had a similar sweater before, which I gave to my daughter, so I wanted to buy another one for myself. I purchased the same size, but this sweater turned out to be smaller than both the previous one and even smaller than a size SMALL in that style. The sweater had already been washed and shrunk, yet this was not disclosed in the listing. After providing measurements to Mercari, my return was rejected. This situation is frustrating because it's not just about a size issue; it's about the item being inaccurately advertised, leading me to make a purchase based on false information. It's concerning for future purchases on Mercari if sellers can claim one thing but send something different. I need assistance with this matter.

Hi there, today I shipped an LG Stylo 4 to a buyer through Mercari. I set the weight for 1-3 pounds paying $8.00 for shipping. The item was bought over the weekend, so I took it to the post office three days later. The post office staff informed me that packages over 13 ounces require a priority shipping label. I explained that I couldn't print a new label as it was prepaid through the app. They offered to ship it, but mentioned I might receive a $25.00 fee for not having the right label. I was unaware of this requirement. If I am charged the $25.00 fee, what should I do? I didn't intentionally neglect the priority mail label, as I wasn't aware it was necessary.

Hello, I'm seeking some clarification regarding a return request. The buyer requested a return for a product I sent, and I'm unsure why neither the buyer nor Mercari informed me beforehand. I provided detailed information and images of the product. It's concerning that a refund was granted without any communication with me to verify if what was returned was indeed the item I sent. I am worried that the buyer may have used the item and now wishes to return it. I take pride in my sales and provide honest descriptions, evident from my [redacted]% positive feedback. I tried to reach out to the buyer to understand her concerns, but she did not respond. The product in question was a pair of simulated brand new sterling silver diamond earrings. I appreciate your attention to this matter and any guidance you can provide. Thank you. Patricia Paolotti

I recently sold an item with two size options, 13g and 11g, both accurately listed. The buyer purchased the 13g item, as shown in the listing, but now claims it's incorrect based on a friend's opinion. Even after explaining that the item matches the description and the company uses different box designs, the buyer filed a case. I fear they may return a different or used item, impacting my ratings and causing a financial loss of $[redacted]. I want to ensure my side is heard as the buyer saw the photos and knew what they were purchasing. It's concerning to face a potentially unjust return and its consequences.

Hi, my name is Kayla C. Recently, I fell victim to fraud while trying to purchase an iPhone 8 Plus on Mercari. The seller insisted on payment through Western Union. Despite my initial suspicions and their threats, I sent the money as requested. Unfortunately, after sending the payment, the seller disappeared without providing the phone or refund. They even provided a fake tracking number. Upon further investigation, I discovered the same seller using a different name on the platform. I have screenshots of all our interactions and would appreciate it if you could contact me at [redacted] or email me at [redacted] to assist me in recovering my funds and pursuing legal action against the perpetrator.

After selling items for about four months, I recently shipped out a guitar worth $[redacted]. However, the company is now asking for pictures of my driver's license and face for identity verification, which was supposed to take an hour but it's been a whole day without any response. Their phone number listed is not helpful at all, with long hold times and unresponsive support. I feel like they are trying to keep my money unjustly. I'm determined to get my $[redacted] back, especially after sending out valuable items like a guitar. I will not rest until they return my money as they should.

I need assistance with my card issue. I have not received any help despite reaching out. It is frustrating as I am being asked for further verification but my requests are being ignored. I am adamant about retrieving my funds, even if it means going in person to resolve this matter with the staff. Please, I urgently require someone to resolve this and ensure I receive my payment promptly. The situation can be rectified by simply processing my payment without any further delay. I insist on getting what is rightfully mine and will not tolerate any delays.

I recently received an Xbox [redacted] from a Mercari seller, but it arrived missing a crucial cable. The seller guaranteed that everything I needed would be included, but when I reached out about the missing item, they are now insisting I buy it separately. I am disappointed as I cannot test the console without this essential cable. I request Mercari's assistance in ensuring that the seller sends me the missing item as originally promised.

I recently sold a Keurig on Mercari, ensuring it was in good working order and clean before shipping it. However, the buyer seemed confused about how to use it and later claimed it was poorly packaged, leading to it being damaged in transit or mishandled. Despite difficulties in determining accountability over text, the buyer managed to secure a refund and returned the item via USPS. Upon receiving the Keurig back, I discovered it was not only broken but also disassembled, indicating the damage occurred during the return packaging by the buyer. Additionally, I seem to have misplaced the receipt from this transaction on Mercari and would appreciate assistance in retrieving it.