Mercari Customer Service Issues

I recently purchased a phone on Mercari for $[redacted]. Unfortunately, when I tried to activate it with my carrier, they informed me that the phone has been reported as stolen. This means I cannot use it at all. The seller did not mention this in the item description. I am seeking a refund since the phone is unusable to me. I am within the 3-day window for returns. The seller suggested I complete the transaction, list the phone for sale on Mercari, and they would repurchase it, refunding my money. I am unsure if this is a safe course of action. Can Mercari assist in freezing the transaction to prevent the seller from taking my money before I request a return?

Dear Customer Service, I recently purchased the Cover Fx Glam and Glow shimmer veil trio from RenJenn on August 18th, at 11:57 am. Unfortunately, it took a considerably long time to receive my order, as it arrived on August 31, [redacted]. The product was supposed to include the colors Celestial, Soleil, and Moonstone as per RenJenn's description. However, upon opening the package, I found that I received 2 Moonstone shades and only 1 Celestial shade. The Soleil shade was missing, which was the one I was most excited to try. To my surprise, I also received a Cover FX mattifying primer with anti-acne treatment that I did not purchase from RenJenn. I have taken photos of the items received, as well as RenJenn's product description page. Please advise on how I can share these photos with you. I hope this issue can be rectified promptly, as I am disappointed with the entire buying experience. I trust that your company will take the necessary steps to address this matter. Sincerely, Megan

I used the support service to return a damaged item I bought. The earphone pad was detached when I got it, despite being listed as brand new. Mercari provided a return label, and after returning the item, I received a refund. The seller claimed I committed fraud and threatened to involve the police. Mercari reassured me. Another seller accused me of being deceitful and threatened to report me to the police, causing concern about my reputation. I am innocent as I did not damage the item. This situation is unacceptable. I have blocked both parties, but inquiries about my items make me suspect their involvement. I have saved screenshots of the messages.

I recently received an email informing me of my suspension from using Mercari. Upon investigation, I discovered that one of my roommates had been suspended in the past. Now, my roommates have asked for my help in selling items on their behalf. I received a notice from Mercari stating that a pair of Chanel earrings I listed may not be authentic, but my roommate insists they are genuine. She failed to mention her prior suspension. I now realize this could be the reason for my current suspension. I am aware that I need to complete pending transactions, set up direct deposit, and close my account as per Mercari's terms. However, I am having trouble with the direct deposit process. Can Mercari send the remaining funds to my bank directly, or do I need to take further steps? I appreciate any guidance on this matter. Thank you. Best regards, Jody.

Good morning, yesterday I received an "Antique/VTG Stereoscope Viewer" that was advertised as being in "good condition," but it arrived broken as it is missing one of the two necessary glass lenses. I've had difficulty reaching out to Mercari as their website links are not functional. I am planning to contact the credit card company to stop the payment for the item. The item is packed and ready for return; kindly provide the shipping label for the return process. Thank you for your assistance in addressing this issue. - Kevin L.

Good morning, yesterday I received an "Antique/VTG Stereoscope Viewer" that was advertised as "still in good condition." Unfortunately, upon inspection, it is actually in a broken condition. The viewer is missing one of the two essential glass lenses, which renders it unusable. I have been struggling to reach Mercari as the website links are not functional. I am unable to attach a picture because the missing lens makes the item useless. I will also contact my credit card company to stop the payment for the item. The viewer is back in its original shipping box. I am disappointed with this experience. Thank you for your assistance in returning this item that did not match the description. - Kevin L.

I recently bought a 9 Piece Old Country Roses Set (Fine China) from a seller named reddevil86. Upon arrival, I discovered that 2 items were broken, and the teapot lid was missing (visible in the fourth image of the listing). After contacting the seller, they confessed to forgetting to include the teapot lid. The seller's response about the damaged pieces was unexpected. Unfortunately, Mercari's messaging system doesn't allow image sharing; otherwise, I would have provided photo evidence of the damages and poor packaging. The items were inadequately secured with only paper and deflated bubble wrap, indicating a lack of proper cushioning. Despite some damaged items, my primary interest was the teapot, with the other pieces being secondary. I am willing to overlook the broken pieces if the seller sends me the missing teapot lid in perfect condition. However, I am uncertain about the next steps. Mercari's return policy limits claims to 3 days, and the delayed delivery due to weather has complicated matters. I am considering waiting for the teapot lid before deciding on a return, provided Mercari grants an extension. If I return the set, the seller must provide a tracking number for the missing piece.

I recently purchased an iPhone 8 Plus from a seller who claimed it was in like-new condition. I contacted the seller beforehand to confirm the return policy, and he assured me returns and a refund were possible. However, upon trying to activate the phone, my carrier informed me it was blocked due to being reported stolen. The seller had not disclosed this issue in the description. When I attempted to return the phone, the seller avoided me after receiving payment. I have evidence of our conversations through screenshots and would appreciate Mercari's assistance in getting a refund. I am willing to return the phone to recover my money, as the item did not match the description.

I received a threatening and foul-mouthed response from a seller regarding my bid. I have been a loyal customer, spending hundreds of dollars on your platform. If this individual is not removed, I will take down all my listings totaling over $[redacted], cease all transactions, uninstall the app, and close my account. Although I have blocked this person, other users should not have to deal with her negative attitude, offensive language, and intimidation. Sincerely, Tracey W. [redacted]

I purchased an "Urban Decay Naked3" palette from a seller named corgiLover<3 and unfortunately, it turned out to be a counterfeit. The mirror is blurry and dirty, plus it did not come with the box as shown in the listing photos. I intended this as a gift, but I can't give someone something of such low quality. Before reaching out to the seller or confirming the receipt of the item, I would appreciate guidance from Mercari on how to proceed in this situation. The seller seems to have other Naked palettes for sale, which I suspect might also be counterfeit. However, my main concern lies with the product I purchased. I am eager to receive assistance on this matter. Thank you.

Please cease any further communication with me as I am not interested in using your services due to the introduction of taxes. Online services from state to state should not include taxes. I am already burdened with excessive taxes in the USA, reflected in all my bills, making everyday life feel overwhelming. It is frustrating to continuously face high costs without any discounts. It feels like a constant struggle. Please refrain from imposing more taxes. I am taxed on every aspect of my life, such as my cell phone, TV, home, school, city, groceries, car, clothing, and yearly expenses. Online services, like Internet, should remain tax-free when operating between states. I feel that additional charges are unnecessary, and I will not engage with a service that implements them.

Hello, my name is Kiara LePlatte. I recently sold a pair of Puma Creepers to a buyer who is now requesting a return, citing that the item does not match the description. Despite my conversation with the buyer, where I explained that I did not double box the shoes due to the FedEx associate's assurance that it was not necessary, the buyer is insistent. Furthermore, the buyer is claiming that the shoes show signs of wear, specifically on the bottoms and heels, which I know is not the case as they have been stored in their original box in my closet for the past three years. I am reaching out to seek assistance in ensuring that I receive the shoes back, as I am quite upset about this situation.

I listed two items for sale, and for the second time, my bundle was deleted on Mercari for allegedly violating guidelines or being fake. After contacting Joel, he reviewed it and escalated the issue as he found no violation. Now, I logged in to see that both mirror listings were removed for the same reason. These limited edition items adhere to the rules, and I am frustrated with the unjust deletions without cause. Unless resolved promptly - as I already experienced a similar issue last week - I will involve the BBB. Deleting listings without communication is unfair; sellers should be contacted for clarification. Missing potential sales due to unwarranted removals is unacceptable. I hope for a proper resolution or else I will escalate this matter further. Last time, I had to persistently contact Mercari before Joel found no issues. If my post is removed again without communication, I will resort to BBB and online reviews for recourse.

I recently bought a pair of boots that were supposed to be suede designer boots from Nordstrom, but upon inspection, I found out they are not suede and seem to be from Walmart or Target with no label. I feel misled by the seller and now have to go through the hassle of returning the boots to them. I did not make an error in my purchase; I was clearly deceived, and it is frustrating that Mercari is not addressing my request for a refund. I am currently very occupied with selling and buying a house, so dealing with this issue is quite inconvenient for me. I have been a loyal customer for the past 3 years, and this situation is not acceptable. Thank you, S.

I had three listings on Mercari, and one was deleted a couple of weeks ago. After speaking with Joel, the issue was resolved, and my post was restored. However, last night all three of my listings were deleted without any explanation. I am frustrated by the lack of communication from Mercari regarding why my posts were removed. It is concerning that getting a response takes so long, and contacting customer service is difficult. I am considering reaching out to the BBB for assistance with this matter because I am tired of dealing with Mercari's inconsistent actions.

I need assistance with a shipment issue. Last Saturday, I sent out a Hallmark Ornament from "The Muppets" series in its original packaging. I took extra care by wrapping the ornament in bubble wrap and placing it in a small cardboard box. However, the recipient claims it arrived broken into pieces with rubbed-off paint. She attributes this to the lack of the word "fragile" written on the box. Considering how well I packaged it, it seems unlikely this damage occurred without substantial harm to the box itself, which she did not mention. She insists the omission of "fragile" caused the damage. I would like to request photos of the damaged item, but Mercari does not permit sharing email addresses. I am seeking guidance on how to address this situation.

I have some suggestions for improving the site. Firstly, the search function should default to showing available items first and allow users to select if they want to see sold items. Additionally, it would be helpful to have the ability to zoom in on pictures, especially for small items like watches and jewelry. This lack of feature has prevented me from purchasing items in the past. I've noticed that some sellers on Mercari might have been banned from eBay and are now using Mercari for potentially questionable practices. Having been a power seller on eBay, I have experience in online buying and selling, and I believe this issue may need to be addressed. Lastly, it's challenging to provide overall site feedback as the process is not straightforward. Despite these issues, I acknowledge that Mercari is still relatively new, so I am not giving up on the platform completely. However, it currently serves as a last resort for me based on my buying history.

[redacted] Southbridge, MA [redacted] RE: REFUND Request for Gucci Micro Guccissima Handbag Order ID: m[redacted]2 To Whom It May Concern: I would like to request a refund of $[redacted].00 from Mercari for the purchase of the Gucci Micro Guccissima Handbag from seller "Unicorn Dolls" (Crystal Burke - [redacted] Circle Gate Drive, Apartment [redacted], Germantown, MD [redacted]). The item received does not match the description provided. The handbag is not authentically Gucci or made of leather. Additionally, the zipper is damaged, making the bag hard to open. I attempted to address my concerns about the authenticity with the seller, but her responses were unhelpful and defensive. Prior to purchasing, I carefully reviewed the images which appeared to show gold hardware, but upon receipt, it was silver due to the item not being authentic. I specifically wanted a navy bag with gold hardware, similar to what was advertised on Overstock. I believed in Mercari's reputation and the seller's good ratings, along with the Money Back Guarantee. However, upon receiving the handbag, the quality and authenticity were not as expected. The tissue inside the bag lacked the Gucci logo found in authentic products, and the serial numbers do not match genuine Gucci items. I urge Mercari to review the communication exchange between the seller and me, as her behavior seemed questionable. I hope for a resolution to this disappointing situation. Thank you, Kristen Brunelle

FedEx sent Mercari a payment on my behalf after I requested it for not adequately compensating me for my computer. I have been in contact with FedEx for 2 months to resolve this issue. However, now Mercari is withholding the funds they received. I want the money that is rightfully mine for my computer. FedEx mentioned that Mercari kept $[redacted], but the remainder should be returned to me. Despite my efforts, Mercari insists the money belongs to them. This is incorrect as it was my computer they were paid for. Please release the funds to me, Mercari.

I unintentionally violated a rule on Mercari by listing replica items, despite indicating they were replicas like other sellers. As a serious seller, I was unaware this was prohibited and my account got closed with funds withheld for 90 days. Today, when I expected access to my funds, I was informed about creating another account, which I haven't done. I sold my products to a friend who wanted to start selling, not to create a new account. I am shocked by this accusation and concerned about the additional 90-day hold on my funds. I have not violated any policies intentionally and would appreciate speaking to someone to resolve this misunderstanding.