Mercari Customer Service Issues

Hello, My account number is [redacted], and my request number is [redacted]. I sold an item on Mercari.com, and the buyer, Joe, claimed it wasn't as described. I reached out to him multiple times with no response. Mercari closed my account even though I was a badge seller and had pending funds. They put my money on hold without any valid reason. It's frustrating as I tried to communicate with the buyer to resolve the issue, but without any success.

I have been trying to contact you via phone and email today with no response. Earlier, I placed an order that was subsequently canceled by the seller, ChaCha, stating that the Johnson Brothers Dream Town china I bought was already promised to someone else. Despite there being no hold on the items, I made the purchase in good faith. Subsequently, I bought more of the same pattern from another site to complete the set. I am extremely disappointed by this experience. Rather than a refund, I am insistent on receiving the items I initially bought. This being my first interaction with your website, I am left dissatisfied with the service. I urge you to ensure that the seller honors my purchase as I should not be penalized for items not being on hold. Conducting business in this manner lacks integrity, and I trust you will hold the seller accountable for their actions.

I, Kathy Jones from LookJewels on Mercari, am experiencing difficulties listing items on the site. Despite repeatedly trying, I receive an error prompting me to return to the home page. Could you investigate if there are technical issues on the site or with my account? I also request for better customer support options, including live chats, messages, emails, or phone calls. This will greatly assist sellers like myself with urgent issues. I would be grateful if you could address this matter promptly as I have listings to add. Thank you for your help. -Kathy Jones, Mercari buyer and seller.

I recently sold my iPhone 7 Plus on the app. The buyer is requesting a refund, claiming the phone has a yellow line on the screen, which was not there when I shipped it. I clearly stated in the listing that it had a scratch on the top left corner, but nothing about a yellow line. Additionally, he is saying he did not receive a charger, earphones, or box, even though I never advertised or mentioned including them. I communicated with him about the shipping delays and informed him when it was being sent. After the delivery, I followed up, but he did not respond. I asked him to rate the sale, not to rush him, as the money transfer is tied to that. The sale should not be refunded as I sent the phone in good condition, as described, without any extras, and he was aware of that. I also reduced the price for him. Please reach out to me promptly about this issue.

I am facing an issue with a buyer trying to return an item I sold to them. The product was accurately described as brand new, only worn for an hour. I can confirm the size through my online Lululemon order. I have reached out to the buyer through Mercari but have not received a response regarding the reason for the return. It is important for me to understand the situation as the buyer currently has the item and I have not received payment. The refund was requested on July 22nd, and I am still awaiting any communication from Mercari. Thank you, Nicole Middleton. Receipt number: m[redacted]9.

Subject: Issue with Hermes Handbag Purchase on Mercari I want to address the situation I encountered with the sale of a pink Hermes ladies handbag on Mercari. The buyer received the item on 7/11/[redacted] and initiated a return on 7/17/[redacted], which was approved. The item was then sent back to me on 7/21/[redacted]. I am puzzled by Mercari's claim that the handbag is counterfeit when it is genuinely from Hermes in France. Upon receiving the handbag, I discovered the shoulder strap was missing, which was not how I had shipped the item. I believe the buyer may have used the handbag before returning it, causing damage. Unfortunately, I do not have a reference number from my Mercari messages due to accessibility issues. I urge Mercari to investigate this matter further to clarify the misunderstanding. Thank you for your attention to this matter. - T. Duran

After transferring data to my new phone, the Mercari app updated and logged me out, leaving me unable to access my account as I forgot my password. Despite requesting a password reset multiple times over a week, I haven't received any emails from Mercari. This is frustrating as I rely on the app for selling items and cannot interact with buyers or rate sellers for purchases. Seeking assistance here to resolve this issue promptly. Appreciate your attention to this matter.

The reference number for this issue is m[redacted]9. I sold an item and tried to pay the additional shipping cost at the post office. Despite my willingness to cover the extra fee, the clerk informed me they no longer offer this service. I contacted the Help Desk, and they advised me to reach out to the customer. Unfortunately, the post office clerk mistakenly scanned the label, indicating that the item was shipped when it was not. I have messaged the customer to explain the situation but have not received a response. I am concerned that my account may reflect negatively if it appears the item was never delivered. Please assist me in resolving this matter so I can relist the item for sale. If you need further clarification, feel free to contact me at [redacted]. Thank you.

I am incredibly upset right now. I discovered that someone made a purchase using my account while I was on vacation for one and a half months. I informed the buyer that there would be a delay, but they never responded or canceled the order. Despite sending out the product three days ago, I forgot to mark it as shipped. Today I tried to update the status, only to find out that Mercari had canceled the transaction. This means the buyer is receiving $60 worth of makeup for free, which I cannot afford to lose. I urgently need assistance in resolving this issue. Thank you for your attention to this matter.

I bought a "Kylie Cosmetics lip kit" but asked to cancel before it shipped. The seller messaged me asking why I canceled, and I explained a family emergency. Despite my request, the item was shipped and the seller won't accept my cancelation. I tried to find a resolution, but the seller was rude and refused. I want a refund, and I believe Mercari should honor cancelation requests. Customers shouldn't be pressured to buy after trying to cancel. Sellers shouldn't be able to deny cancelations either.

I purchased 9 Kennedy half dollars from seller kole00001. Two days after the items were supposedly shipped, the seller cancelled the order. This goes against your regulations, and I object to the cancellation. If the seller did not research the item's value before listing it or changed their mind after my purchase, it is not my responsibility. This is the second occurrence in a week and the fourth in about a month; I am taking a stand. A legally binding contract was established, and I urge Mercari to inform the seller that they are obligated to provide the coins. I insist on receiving the coins as agreed. How can communication between the buyer and seller be cut off after the fact and all history deleted? Fortunately, I have been taking photos of all messages and items to protect myself from such situations. I have fulfilled my part of the agreement, and now I expect kole00001 to do the same.

I made a purchase on Mercari from a seller named Daristy for a Felina Lounge/pajama set with item number M[redacted]8. An email on August 7, [redacted], confirmed the shipment via USPS, with tracking showing delivery on August 8, [redacted], in Redondo Beach, California. However, I reside in Minnesota, creating a delivery issue. Despite reaching out to Daristy via email and providing my contact details, there has been no response even after almost 24 hours. I requested a refund if the item was mistakenly delivered elsewhere, emphasizing my concern about the situation and the necessity for immediate action. Mercari's 3-day seller rating policy raises worries as I may lose the opportunity to address this delivery discrepancy. The lack of communication from the seller is unsettling, and I am anxious about the security of my credit card information. Your assistance with this matter would be greatly appreciated. Thank you.

I recently purchased a red desk lamp that arrived on 08 August [redacted]. Unfortunately, the lamp was broken upon arrival, with about 3 inches of the plastic housing missing. It was not properly packaged with no wrapping, padding, or styrofoam, only a loose light bulb in the box. Trying to contact Mercari was difficult as my issue wasn't one they had listed, and I was unable to text them. When I called, I was placed on hold and then informed that no one was available to assist me. I tried contacting the email provided but to no avail. I believe the vendor should have taken better care in packaging the item to prevent damage during shipping. Despite this issue, I do like the item and hope that something can be done to resolve this situation. Mercari's policy only allows for a 48-hour window for resolving such problems, and I would appreciate any help in this matter.

I am a customer of yours and would like to purchase an item; however, it's not shipping to my PO box. I tried to edit my address to 18 Martinez Way, Angel Fire, NM [redacted], but it's being flagged as incorrect. I've received deliveries from UPS and FedEx at this address before but am having trouble buying this jeep backpack from someone. I've contacted the seller, but they were unsure how to proceed. My information is Larry Lowry, PO Box [redacted], Angel Fire, NM [redacted], or 18 Martinez Way, Angel Fire, NM [redacted]. I would appreciate any assistance in completing this purchase. Thank you, Larry.

I have encountered two problems recently. Firstly, I bought supposed human hair extensions after confirming with the seller, only to receive poor quality synthetic ones that started shedding within two days without even being washed. Despite attempting to contact the seller, they have been unresponsive, leaving me dissatisfied with the purchase and out $50. I am disappointed that such deceptive practices can persist unchecked. Secondly, I made a purchase from a different seller three days ago who promised to ship the item on Monday. However, after trying to follow up on the shipment, I have received no response. These experiences with unreliable sellers have left me frustrated and eager for a resolution. I hope to either receive a credit for the faulty extensions or escalate the matter further if necessary. Best regards, S. Chesser

I recently received a return request from a buyer named lovemydolls regarding my American girl doll products. I am unsure if the buyer will return everything I sold to her. I go by the username Americangirldolls on Mercari. I sold two doll dresses and shoes to this buyer, and she alleged one of the dresses was damaged. However, I have photographic evidence showing the dress was in good condition. The buyer attempted to negotiate a $50 value for only $5, raising suspicion of a possible scam. I blocked her and advised her to return the product if she was dissatisfied. I am concerned she may only return one dress and keep the other items. How does Mercari protect sellers in such situations?

Hello, I recently bought a Verizon prepaid pin card online. After reaching out to the seller via email requesting the pin due to my phone being off, I was informed that the card had been mailed. However, upon receiving an envelope marked as "received," I discovered it did not contain the card or PIN number. I'm still in need of the PIN. You can contact me at [redacted] Thank you for your assistance.

I sold an Emerson TV, and the buyer received it yesterday around 2 pm. I didn't hear anything back all night, so I sent him a message asking if everything was okay. He replied that the TV is broken, with the corner and screen damaged, calling the whole TV worthless. He accused me of trying to trick him when I inquired about the TV after the sale. I tried to explain that the pictures I provided were taken just before the sale and showed the TV in perfect condition. The TV was fine when I dropped it off at FedEx. I feel frustrated as I'm the only one losing out in this transaction, losing $[redacted] and receiving a broken TV that seems to have been either swapped by the buyer or damaged during shipping. This situation upsets me as I didn't even want to sell the TV in the first place, which is evident in my previous messages where I declined lower offers. I wouldn't act this way if I was aware the TV was damaged.

I recently sold an Emerson 55-inch TV on Mercari a few days ago. After the TV was delivered, I messaged the buyer after almost 24 hours to check if everything was okay. Unfortunately, the buyer responded rudely, claiming that I sold them a broken TV and accused me of trying to scam them. I assured them that the TV was in perfect working condition when I shipped it out. I had used it personally before selling it, and the listing was only up for a week with recent photos. I have been trying to contact Mercari for support but have had no luck. I called their customer service number and waited on hold for 20 minutes the first time and 35 minutes the second time, but have not received any assistance. This situation has left me out $[redacted] and without a $[redacted] TV.

I recently sold a Black Old Navy Uniform Polo to a buyer in the [redacted] zip code. I shipped the item on Saturday but unfortunately lost the receipt with the tracking number after leaving the post office. I paid for shipping out of my own pocket, but it seems I won't receive any earnings for this transaction. I kindly request assistance from Mercari to clarify this matter. Moreover, my listing was removed, preventing me from contacting the buyer. Mercari, could you please address this issue promptly? I would appreciate if my listing could be reinstated as processing so I may communicate with the buyer, or if I could be reimbursed the $3.75 spent on shipping. Thank you.