Mercari Customer Service Issues

The seller did not ship my item for six days, which goes against the policy. I contacted a representative who took over 24 hours to reply. Unfortunately, my issue was not resolved, and my order was not canceled or refunded. The response stated that the seller stopped the cancellation request, and as the package is already in transit, the transaction cannot be canceled at this time. There was an apology for the inconvenience and a $5 off coupon was added to my account for the next purchase of $20 or more. For future reference, I can view my Mercari coupons under My Page > Settings > Coupons.

I bought 2 lip glosses from a seller who assured they were new and authentic, only used with a disposable wand. The seller contacted me before I received the items, pressuring me to rate them. Though I had not received the items, they claimed they were marked as delivered. Rushed, I rated the seller. Subsequently, I discovered reviews echoing my experience. Unhappy with the seller's behavior, I assumed I was stuck with the items. Seeking a professional's advice, I learned the glosses were used and empty, contrary to the seller's claims. The seller eventually confessed they bought the items used but did not disclose this crucial detail in the listing.

I recently bought a Louis Vuitton Speedy 30, but unfortunately, it turned out to be a counterfeit item. I have been attempting to reach out for assistance by clicking on the "contact us" link in the Help Center with no success. I just received the bag yesterday, and today I received an "action required 48-hour notice". Shockingly, the logo on the bag is backwards. This fake bag cost me $[redacted], and I strongly oppose releasing my funds to the seller. The item ID is "m[redacted]9". Despite several attempts through the "contact us" link, I keep getting a message stating that the item is not eligible for return. It is crucial to emphasize that this item is indeed counterfeit. I have photographic evidence clearly showing the issue with the logo. I am seeking assistance in preventing the release of my funds and arranging a return to the seller for this faux product. Thank you for your attention to this matter. - K.H.

I recently made a purchase from a seller named Izzy, and I am experiencing an issue with the tracking status not updating even after 5 days since I ordered on April 12, [redacted]. When I reached out to Izzy for clarification, she accused me of trying to get the item for free and has not been helpful. This interaction has upset me as a frequent online shopper who values good customer service. Although the item in question is a $9 hair comb, I find her response insulting, especially considering my recent significant purchases like a $[redacted] wedding dress and expensive flowers. I have informed Izzy that I will proceed with disputing the charge and initiating a chargeback if my money is not refunded promptly. Sellers should be mindful of their communication and customer service.

Hello Mercari Team, I recently received a notification that my account is being closed due to violating the information sharing policy. I apologize for this issue as I have been cautious since receiving a warning a month ago. Unfortunately, last night, I inadvertently shared information when a buyer requested my Twitter handle. Many of my buyers, particularly fans of BTS (ARMY), enjoy connecting with like-minded individuals. While I understand my mistake, I sincerely request a reconsideration of the account closure as I value Mercari and the selling platform it provides. I assure you that this will not happen again. Additionally, I had referred a friend to Mercari this week and earned $10 in credits. I was hoping to still utilize these credits if my account is reinstated. I deeply apologize for any inconvenience caused and appreciate your understanding. Thank you for your attention to this matter.

As a new customer, I recently came across a Tiffany Butterbowl that I intended to purchase as a wedding gift. While browsing, I found a Tiffany Star of David necklace listed for $[redacted] on Mercari. After inquiring about its authenticity and receiving confirmation from the seller, I noticed the price had suddenly been increased to $[redacted]. I believe this is unethical. Does this kind of behavior reflect the normal process on this platform? I have photographic evidence to support my claims but unfortunately cannot attach them here. Thank you, James, for your assistance. The seller in question is Tory’s Treasures. Due to long wait times on the phone, I opted to reach out via email.

I returned an iPad to the seller after receiving the postage from your company via email. I shipped it promptly, and I have proof of the shipment. However, I was informed today that the item wasn't shipped according to the seller. I'm waiting for my refund. I've been on hold on the phone all day to resolve this. Please provide a prompt response as I'm prepared to escalate this if necessary.

I have noticed the "Fixed" status on the issues I reported on Mercari a few days ago; however, the problems are still unresolved. This is causing significant challenges while using the Mercari platform for buying and selling. I would appreciate an update from Mercari support acknowledging that these issues are being addressed. Thank you for your ongoing help. I am grateful for the assistance received so far. The issues mentioned in my previous message persist, except for the ability to respond to a Seller's message. I am still unable to view a Seller's other listed items when clicking on their name, as it keeps redirecting to the original item page. Your assistance is highly valued. I urgently need help via email as I am facing usability issues on Mercari. Despite enjoying using the site for buying and selling, I have been unable to perform any actions besides viewing items for the past few days. This includes messaging Sellers, editing listed items, or adding new ones. I fear that I may have been unexpectedly suspended without knowing the reason, jeopardizing my access. I cherish my experience on Mercari and seek clarification on these challenges and my account access concerns. Kindly get in touch via email at [redacted] or phone at [redacted] or [redacted]. Your prompt assistance is greatly appreciated. Thank you, Donna Passmore.

I recently had a frustrating experience on Mercari when selling 7 items to a user with the username Tony Locascio. After the transaction, he alleged that two items were damaged and requested payment through another app, which I suspected was a scam and declined. Despite Mercari blocking his payment request messages, they allowed him to initiate a refund and return. Today, the package was returned to me, but only the two supposedly damaged items were inside. It seems Tony kept the undamaged items and received a full refund, leaving me at a loss. This situation has left me extremely upset and disappointed with Mercari's handling of the issue. I have decided not to use their platform for selling in the future.

Hello, I am seeking assistance with my blocked account on Mercari. The issue arose when they claimed a bag I listed was not authentic because I didn't upload the serial number hologram. Due to past experiences of my photos being stolen, I refrained from providing the serial number initially. After Duncan's request, I uploaded the picture but never received any further communication, only to discover my account had been terminated. I have $[redacted] in my account that I urgently need released. Mercari informed me it would take three months to receive my funds, which is unacceptable. Kindly address this matter promptly. Thank you.

I purchased an item on Mercari described by the seller as "like new" with a brief description. However, upon receiving it, I discovered it is heavily stained, not in the promised condition. The seller refuses returns, claiming to have washed the item and only worn it twice due to size issues. The extent of the stains suggests otherwise. Despite my request for an email to send pictures proving its condition, I have yet to receive a response. I am willing to provide evidence outside the app to demonstrate the discrepancy in the hoodie's condition, as the stains appear permanent.

I am seeking a reimbursement for my purchase from Cassandra Marquez of Beats Studio 3 wireless headphones made on 4/21/19. I have tried to address the issue with her regarding the lack of clarity and consistency in the information provided. She advertised selling two items and asked buyers to specify the color after purchase, which I did. However, she did not disclose that she operates as a third-party distributor selling items from Hong Kong. After noticing a DHL label created on 4/23/19 indicating the package was not yet picked up, I am concerned. I have requested a cancellation, but she insists it has been shipped despite the tracking status remaining the same. I feel deceived and want a refund as I find this situation suspicious and dishonest. I hope to prevent others from being misled by not releasing funds to this seller and addressing the lack of transparency in her listings.

I reached out to a seller for stickers for my son’s skateboard and some for myself through various apps. The seller originally offered me 40 stickers with an additional 30 stickers and a pair of skate socks for $45, mentioning a discount for helping her. However, I only wanted to spend $30 maximum. I asked her to adjust the order and provide a new picture to make it easier for me to select the stickers I wanted. Despite my efforts to specify the stickers I preferred, the seller sent the original selection without any changes. I tried to clarify my request, even allowing her to exclude certain stickers, but she claimed to have already sent everything and declined to make alterations. I have not received the full order after waiting for a month. I am disappointed by this situation and frustrated that there is no direct way to reach Mercari for assistance.

I am deeply disappointed with the situation. I have encountered financial distress of over $[redacted] due to your actions, which have unfortunately caused me to miss my daughter's wedding. I urge you to rectify this matter immediately. Currently, my phone service has been interrupted due to the money that was taken from me. I will be pursuing legal action against you in the Humboldt court system if this matter is not resolved promptly. As a professional with a law degree, I am prepared to litigate this issue and hold you accountable for the financial and emotional distress caused. Rest assured, I will be taking the necessary steps to address this situation by filing a formal complaint by Monday.

I was searching for a trio of Easter bowls. I tried to purchase from zeezeeq in Chino, CA, and ReallyNicole1 from Cypress, TX, but both orders were canceled due to the items being no longer available. I ended up buying the bowls on eBay and was surprised to receive three sets - one from eBay, one from zeezeeq, and one from ReallyNicole1. I don't need three sets and would like to return the extras. Unfortunately, there was no paperwork in the boxes, so I'm unsure of where to send the returns. This situation has left me feeling unhappy.

I bought an unlocked iPhone X Plus from a seller named "Malik Dew" for *** dollars. I made the purchase on March **, **** with the promise of overnight shipping. However, after a week of waiting, the phone never arrived, and the seller stopped responding to my messages and calls. Concerned, I contacted my bank on April **, ****, and they advised me to reach out to Mercari for assistance. This is my second attempt to contact Mercari about this issue. I am requesting someone from Mercari to contact me to address this matter promptly.

I recently sold a pair of Yves Saint Laurent Patent Leather Gold IDOLE Wedges listed as size 6. Despite the buyer indicating she wears a size 6.5, she now wants to return the shoes for not fitting. She also mentioned that we live close by and could have saved on shipping by returning in person, but she never expressed any discrepancy with the item description. I reported her behavior and it was approved. However, she has now filed a claim, guaranteed a return by Mercari. I contacted Mercari and was informed that I had fulfilled all seller obligations. I am distressed and caught off guard by this situation, especially concerning the safety implications of her offer to return the shoes in person to my home. I believe she should not be allowed to return the shoes just because they didn't fit. I am anxiously waiting for my earnings to be released and contemplating discontinuing my use of this app if this matter isn't resolved. I feel uneasy and fear for my safety due to her unsettling messages. I have documented everything with screenshots.

I have been patiently waiting for a month for my refund, which was supposed to take up to ten business days. The total amount wrongly charged for items I never ordered is $[redacted].75. As a person on disability, I cannot afford these unexpected expenses. I urgently need you or a supervisor to address this issue promptly. If necessary, I will seek legal counsel at your company's expense. This situation has left me without essential items like food and propane for cooking. Your staff's actions are unacceptable, and I will not use your services again. I will ensure that others are aware of the service failure publicly. The promised refund is overdue, and I am struggling without it. Please reach out to me at [redacted] or [redacted] promptly.

I recently made a purchase on Mercari and was extremely disappointed with the item I received. It was not as described - dirty, with stains, peeling, and a bad smell. I feel it's not even worth the amount I paid for it. This was my first negative experience after over 15 successful purchases on Mercari. I contacted the seller to express my dissatisfaction and requested a refund. I have the girls' raincoat with me and can provide pictures if necessary. I paid $12 for this item, which I believe is not even worth a dollar, and I would appreciate a refund.

I recently sold 2 Fire Stick 4K devices to a user named Countrygirl for $60, earning $48 after expenses. When I checked her profile today to see if I had followed her, I noticed that she is selling the Fire Sticks for $40 each, sold one for $39, and has blocked me from following her. I tried to communicate with her to express that I learned a lesson from our transaction, but unfortunately, she has blocked me from all communication. This behavior feels unprofessional considering I had provided good service and received a positive review from her. It seems unnecessary to be blocked in this manner. I accept the lesson to research pricing better in the future, but it's disheartening not to be able to convey this to her. If this is her standard way of conducting business by blocking individuals, it might be worth noting. - DH