Mercari Customer Service Issues

Hello, I placed an order for a mug set about two months ago, but I have not received it yet. I received an email stating it was ready to be shipped, but the mail service claims they never received the item for shipping. Here are the tracking details: Tracking Number: [redacted]34, ID: m[redacted]3, Seller: Nurse 83. I am requesting either a full refund or for the item to be shipped promptly. The mug set is not a gift, it's meant to replace my roommate's broken mug due to an accident, and I need it before the semester ends. I have tried contacting you multiple times via phone with no success – the line is always busy. Please address this matter urgently as it is crucial for both me and my roommate. I expect a response within a week. Thank you for your prompt attention to this issue, Kelanie C.

Upon receiving the laptop, I discovered additional damages not disclosed by the seller. Apart from the battery issue and power problem, the laptop's screen causes the internal components to open up dangerously at a 30-degree angle. This poses a threat as the laptop could overheat and potentially be damaged by liquid or debris. The seller failed to mention these crucial details. In my communication with Pete from customer service, I found him to be biased due to his interaction with the seller. It seems she misled by conveying incomplete information to persuade buyers. Despite my decision not to purchase, the seller hastily claimed to have shipped the item, then requested payment. Pete overlooked the critical issue of the laptop's internal exposure and dismissed concerns about potential damage from heat, liquid, or debris. Four photos provided were insufficient to understand these risks. Thorough investigation is necessary to assess the laptop's safety when using it with the internal components exposed.

I received a severely damaged laptop from a seller who misrepresented its condition. The seller failed to disclose significant issues, such as the internal components coming loose when opening the screen, posing a safety risk. Additionally, the seller's deceptive practices were evident in their interactions, yet the customer service agent, Pete, sided with them unfairly. Despite the seller's incomplete description and dangerous omissions, Pete prematurely closed the case without proper investigation. I am requesting a refund of $[redacted] for the misrepresented item under Transaction ID m[redacted]1 from user designerdepot.

Hello, I recently purchased a wallet from Marcari, believing it was authentic. Upon further research, I discovered it was fake. I contacted the seller, who had already shipped the item, but they agreed to accept the return once I receive it. I have identified several signs that indicate the wallet is not genuine, such as the label being plastic instead of metal, lower quality fabric inside, an incorrect zipper with no "Michael Kors" branding, and visible wear and tear inside despite being listed as "like new" by the seller. I am disappointed as the seller assured me it was [redacted]% authentic. I am now attempting to initiate the return process but experiencing difficulties submitting my request from my phone. Thank you.

My name is Jennifer A. I bought an Insignia DVD player on Mercari using my account "jiffner1990". The app mistakenly showed the item as delivered a few days ago, but it actually arrived on March 22, [redacted]. By then, the return period had passed without my knowledge. Upon opening the package, I discovered that the remote sent by the seller is for an LG player, not compatible with the Insignia brand. The DVD player's buttons are unresponsive, and it is not as clean as described. I suspect the seller intentionally misrepresented the item as it appears to be a different product altogether.

I requested a return for an item on Tuesday, March 19th from Mercari. I missed the email response as I was away for two days without internet. I finally had access to my email three days later and saw that I was asked for photos of the wrong item sent. I am reaching out within the three-day grace period but cannot generate a return label. I had already provided photos when asked previously. The representative should see that the item I received was not what I ordered. Here is my item number: m[redacted]1.

I have been trying all day to get in touch with you to address my issue, but I have not received a response. The seller mistakenly sent me the wrong order. I have tried to return the items, but I am facing challenges as I do not have a phone or access to my email. Despite reaching out to Clayton several times, I have not been able to resolve the issue. I even attempted to have the return label printed at a local shop but was unsuccessful. I also asked if it could be emailed to a friend, but he did not receive it. I have contacted you multiple times today without a response. Please either mail me a return label or provide alternative solutions. The seller's error has put me in a difficult position, and I need assistance. I have exhausted my options and need your help to rectify this mistake. Thank you for your attention. Carole G.

I am encountering an issue with a transaction on Mercari. I am a seller, a mom of two, trying to earn a little extra by selling items I no longer use. I recently sold a brand-new genuine leather jacket by a well-known Dutch brand, Nikkie Plessen, with clear listings and photos to display its excellent condition. Despite my efforts, the buyer claimed it was plastic and rusted, citing foreign language labels. However, I can confirm the jacket is [redacted]% lamb skin, as an official Indonesian translation states. The buyer's reasons for return seem unfounded, and I am disappointed Mercari approved it without thorough examination. As a small seller, I hoped for better protection. I urge Mercari to carefully review cases like mine before making decisions. Thank you.

I received an offer on a Conair curling iron I listed for sale, with an expiration date of 3/21. Despite neither accepting nor declining the offer, the item showed as sold and set to ship when I checked my app recently. Upon reviewing the offer again, I decided to decline it due to the low price. Surprisingly, the item still appears in my selling section, prompting me to ship it, despite my never accepting the offer. I do not wish to send the item to the buyer and now it seems I must issue a refund, which would result in a loss on my part. I am puzzled by this situation and seek guidance on how to resolve it. Best, Cary

I experienced a terrible car accident that resulted in the loss of my child. In the midst of my deep depression, I made a mistake with two orders, causing confusion for both parties involved. I needed to take a break to gather myself. Upon returning, I posted some products and intended to reach out to individuals who had tried to contact me during my absence. Unfortunately, when explaining my situation to "Loving Life," I received an incredibly hurtful and cold response in return. This interaction has greatly affected me, and it feels like a significant setback in my journey to heal. The insensitivity and cruelty of some individuals can be truly damaging, especially in times when I am trying to focus on something positive to distract myself from the uncontrollable grief I am experiencing.

I am feeling uneasy about a recent sale. The buyer received the item and expressed dissatisfaction with the quality, despite it being clearly listed as alloy in the description. I offered a return, but now she's upset about sending back the earrings, which were a gift with the purchase. She has also shared personal details about her life. I am unsure if she's trying to manipulate the situation to keep both the item and get a refund. I would appreciate Mercari reviewing our message conversation to assist with resolving this matter. The sale ID is m[redacted]3, and the buyer's username is "shelties11."

I received a damaged item that was supposed to be new. I initiated a return but have been unable to upload photos due to a web error. I also received a notification about a transaction for the black sports travel waist pouch, which I want to return for a refund. Thank you. - Merima P.

Hello, this is Kulvir Kaur. I have a profile on Mercari as kgill. I recently made a mistake with two orders where I accidentally sent the Rowenta Pro Precision Steam Station, meant for Fabio DaSilva in Georgia, to Hannah Johnson in Texas. This error occurred because I mistakenly used the shipping label from a canceled order for a Vintage Boho Multicolored Distressed Rug. I am reaching out here for assistance as I do not have the contact information for Hannah Johnson in Texas. Any help in resolving this mix-up would be greatly appreciated. Thank you.

Hello! Over the weekend, I had a transaction on your platform with a buyer who left me an unfair rating. I sold the customer a pair of Nike Air Max Sean Wotherspoon 97s which he later claimed were fake. Strangely, he then resold them for $[redacted] more on his own page. This buyer has a history of selling the same shoes for less, making his actions suspicious. Moreover, he included a GOAT App authentication card and order confirmation with the shoes he resold, which were not part of my original shipment. I value my reputation on your platform and want to address this situation. I tried offering a full refund, but the buyer blocked me. I hope you can assist me in resolving this matter. Thank you.

Hello, my name is Simon, also my username. I bought an Rc Mech High Velocity Robo Conn. from a seller named aneighbors77. The item was listed as new, but when I received it, it was actually used. The box was open, the batteries in the remote and robot were loose, the charger was loose, and there were only 47 balls instead of the advertised 50. Additionally, the robot's battery compartment is broken, so it doesn't function. I contacted the seller three times, and after some back and forth, she mentioned she needs to figure out the return process, but then I didn't hear back. I want this matter resolved and would like a refund of $50. I also noticed discrepancies between her listing pictures and the actual item received, such as a loose ball in the box and misplaced charger. I hope to receive a prompt response. Thank you.

Hello, I encountered some issues with sending out my packages recently. Initially, I sent out eight packages using priority mail boxes, which was a mistake. I usually ship all my orders using the free white boxes provided by the post office. However, I learned that using first-class labels with priority mail boxes is incorrect and had to quickly correct this error by repackaging the items with the correct labels. Despite the mix-up, I kept my buyers informed about the situation, but one customer had difficulty understanding the changes and requested to send me pictures of the shipping labels. I provided her with my phone number for better communication. I am now wondering if the old labels I used before are still effective to avoid any negative outcomes like receiving bad ratings or having packages not delivered. I attempted to contact customer service for clarification but was unable to reach them. I hope to resolve this issue promptly to prevent any negative impact on my account. Thank you.

I created an account for the first time three weeks ago. I wasn't aware of the 3-day return policy for items. I purchased a $40 game that is not functioning properly. I finally had the chance to try playing it recently and was excited, but unfortunately, it doesn't work. I had to wait for the GameCube I ordered along with extra controllers and a memory card. While most of my items were bought on Amazon, the game that doesn't work (Mario Party 5) was bought elsewhere and is the most expensive one. I suspect the seller knew it was faulty. Initially, I thought it was the system, but after testing my other games, I'm sure it's the specific game causing issues. It crashes after around 5 minutes of play with an error message. I am disappointed and hoping to return it. Is there a way I can reach out to the seller to see if they would consider taking it back?

ID # m[redacted]5 - Mikasa Wild Fields I received 3 coffee cups from your store, but sadly one of them arrived broken due to poor packaging. The bubble wrap used was insufficient, and there was empty space in the box, leading to damage during shipping. Additionally, the cups were not in the advertised new condition, as there were light crazing marks and one cup even had a structural weakness. I am requesting a refund for the broken cup and a price adjustment for the flawed one. I prefer not to go through the trouble of returning them. My request was closed this morning, but I was unable to reach out earlier as my husband had to borrow my phone. As a senior, dealing with these issues is quite challenging for me.

I am trying to leave a positive review for a seller, but I am encountering a frustrating issue with the website. I keep getting stuck in a continuous loop of having to sign in multiple times even though I am already logged in. It prompts me to confirm my identity repeatedly, and no matter how many times I select it, the loop continues. I just want to ensure that the seller receives their payment without all these unnecessary obstacles. If I had any doubt about them getting paid, I would have chosen a different platform. This experience has been so aggravating that I will not be using Mercari again.

I printed out a shipping label, then I thought I had weighed my item incorrectly, so I changed the weight and printed a new label. In the end, I ended up using the first shipping label. Now, when I check the shipping updates on my app, it displays the tracking number from the second label, but that's not the one I actually used. I have the receipt from the post office with the correct tracking number. How can I update it in the app?