Mercari Customer Service Issues

Subject: Urgent Issue Regarding Fed Ex Claim Refund To whom it may concern, I am reaching out regarding a pressing matter involving a Fed Ex claim refund. In August [redacted], my claim numbered [redacted] was approved for $[redacted].16. Fed Ex issued a refund check to Mercari, the shipper, on August 21, [redacted]. Despite numerous attempts to contact Mercari about my refund, I have been unsuccessful. One Mercari representative informed me that they do not handle mail and could not assist. Upon checking with Fed Ex, I learned that the refund check number [redacted], in the amount of $[redacted].16, was cashed by someone from Mercari on September 27, [redacted]. This check was rightfully issued in my name. I am deeply concerned as I have not received the funds and will be forced to take legal action if necessary. Your immediate attention to this matter is greatly appreciated. Sincerely, Lamonica Cunningham

I purchased an Apple Watch from a seller on the Mercari app. The watch matches the description, but it's locked and needs the seller's Apple ID and password. I've reached out to the seller, who is working on contacting Apple to fix the problem. I'm uncertain how long it will take to resolve. I wish to avoid Mercari automatically rating the seller on my behalf as I might need to return the watch if the issue persists. Otherwise, it'll be unusable.

There seems to be an issue with the seller protection policy. My game was stolen and despite clear evidence that the buyer received it, you refunded them without any investigation. The return policy should only apply if the item doesn't match the description. In another instance, a buyer claimed a belt was a different color with scuffs, although it was accurately described as distressed leather. This situation has greatly affected me, especially since the stolen game was a significant part of a bundle's value. Changes are needed to ensure fairness for sellers in such cases.

Good morning everyone, I recently made an offer on an Authentic Chanel Caviar Leroy last Saturday, and the seller accepted my offer. Initially, my card was declined, but after contacting my bank, the issue was resolved. The seller informed me that she would ship the item on Monday, and she provided a tracking number. When I tracked the package, it showed that it was refused by the addressee. I inquired with the seller, and she mentioned that there might have been a mix-up with the shipping label by the carrier, Mercury. Now, the seller is requesting my complete address. I am starting to have concerns that the seller could potentially be a scammer.

I sold item ID m[redacted]0, which is the Air Jordan 1 Off White UNC NRG, to SoccerLegend on October 23, [redacted]. The buyer claimed the product was counterfeit, but I clearly stated in the title that it was B-grade, indicating it was made by Nike but did not meet their standards. I accepted the return, expecting the product to return in the same condition. However, upon receiving it back on October 31, [redacted], I noticed several issues. The shoe box was damaged, the product itself had a new cut, and the original insoles were missing, replaced with a different pair. I seek resolution by either receiving the original transaction amount and returning the product, or having Mercari compensate me for the damages caused by the buyer.

This is my fourth time ordering something, and unfortunately, I've had to cancel each time because the seller either doesn't respond or never ships the item. I believe it's necessary to implement a system to penalize sellers who don't fulfill orders promptly. It's frustrating to see something I like, place an order, and then not receive it. I'm considering deleting the app if this issue persists. Thank you for addressing this matter.

I received my BAUM bakeware set today, delivered by FedEx with tracking number [redacted]90. The package contained six pieces; unfortunately, the large serving platter, lake large lasagna baking dish, and one large serving dish were all broken. The items were not properly protected, as they were wrapped in thin brown paper instead of bubble wrap. This was a Christmas gift for my daughter, and I am disappointed by the condition in which it arrived. The box itself is undamaged, leaving me unsure of what caused the breakage. I have taken photos of the box and the broken dishes, as I am unable to handle them safely. I paid $89 for the set and would like a refund for the damaged items.

Four hours ago, I received instructions to sign into the app, click on VERIFY, and follow the instructions. However, the camera access to scan my driver's license isn't fitting in the small rectangle provided. The phone in question is an iPhone 7 Plus with [redacted] GB for $[redacted]. The item number is m[redacted]4. My husband and I share a PayPal account, but we have different addresses. When I tried to use his phone, [redacted], it didn't work, so I used mine instead. The verification code, [redacted], was sent to my phone, not his. Yesterday, we had issues with verification codes since my husband was far away and couldn't receive texts, only emails. His old phone doesn't show Gmail notifications. Please call me at [redacted] to resolve this matter. Our PayPal account is active. Could you confirm if this verification process will affect my purchase of the phone?

As a long-time buyer, I have not received refunds for several canceled items. The following items need to be refunded: 1) WV slides - 10/23 2) Men's Pride sandals - 10/23 3) She Reads Truth Bible - 10/18 - $70 4) Collection of 20 Joyce Meyer Books - 10/5 - $45.00 I have not seen these credits reflected in my bank account statement. The charges need to be returned to my debit card as soon as possible. For example, the $70 Bible charge was never refunded, and I paid for it. I want to avoid the standard 30-day response as in the past months, I have not received any refunds from Mercari. Please review and ensure all refunds are processed back into my account promptly. Thank you for your attention to this matter. - Melinda B.

I recently received the item I shipped back, and it is not in the condition I sent it in. The buyer has added black substances on the blanket, which was originally brand new with tags and in perfect condition. I explicitly mentioned its pristine state in my description. It seems like the buyer might have altered the blanket and submitted photos to support the return. This behavior is unacceptable, and I believe the buyer should take responsibility for this. In our messages, she only mentioned wanting to return it because it wasn't presented as nicely as she had hoped, not due to the black stains she added. It is frustrating that the return was accepted under these circumstances.

I purchased a Kodak Easyshare Camera with ID: m[redacted]5 that was supposed to come from Mrs. Jones in Sonoma, CA. Upon buying it, I was informed it required an SD Card. I bought one specifically for this camera, but when I inserted it, the camera could not read it. With only the internal memory allowing for one picture, the camera is essentially useless without an SD Card. I am disheartened by this situation and hesitant to purchase another SD Card in case it doesn't work either.

I contacted a seller on Mercari with unclear responses. After purchasing an item, it hasn't been shipped. I was informed I could cancel the order and get a refund in 5 to 10 days, causing inconvenience. This recurrent issue needs to be addressed, as it's unfair to customers. I plan to report this to consumer affairs and my state representative. Mercari should implement policies to prevent such behavior and protect buyers. I'll document this experience and share it with relevant authorities. The lack of action against sellers mistreating customers reflects poorly on Mercari's reputation. Dealing with disrespectful people on the platform without consequences is unacceptable. I expect a prompt resolution to this matter. Thank you.

I recently sold a pair of jeans to a buyer named Valentine on the platform. Despite describing and picturing the item accurately, she expressed dissatisfaction because the jeans did not fit as she expected. I reached out to resolve the issue, but received a one-star rating without further communication. When I addressed her negative feedback, Valentine claimed it was meant for another seller and began following me. This experience has discouraged me from continuing to sell on the platform due to the unfair rating that affects my reputation. I seek advice on how to resolve this issue and potentially have the rating corrected. I can provide screenshots of our conversation if needed. Thank you for your help. -Danielle W. (username: DanielleW)

Hello, I recently purchased a pair of gym shorts from your website and unfortunately, the left pocket zipper is off its track and stuck open. This renders the shorts unusable for me at the gym. I have been attempting to contact customer service without success. I tried calling but was put on hold for 40 minutes. As a first-time customer, I am disappointed with this experience. I would appreciate your prompt assistance in resolving this issue. Thank you for your attention to this matter.

I recently purchased a pair of Yeezys on Mercari, believing they were authentic as the seller assured. After receiving the shoes, I noticed discrepancies with the box and the worn-out condition of the shoes. Despite the seller's initial kindness and assurance of minor scuffs, the shoes were clearly fake, evidenced by loose stitching and a counterfeit receipt from Footlocker. I reached out to the seller, but she has not responded since stating the issue. Unfortunately, her bio states no refunds or returns, leaving me unsure of next steps. I paid $[redacted].53 for these inauthentic shoes and hope to find a resolution. The seller on Mercari is known as [redacted]. Thank you for any assistance you can provide.

I received the wrong item in my order. I picked it up from Walgreens and then returned it to a FedEx center with a "refused" label. The seller informed me the item is on its way back to her, and she will then send it to me. She has been great with updates. It has been a learning experience dealing with this situation. Thank you, Wendy. "Where love & spit happens." www.coreysalpacas.com Item: Hot Plate-Double Burner Item ID: M[redacted]7 Price: $13.00 Seller: DeeLindsey Hello Just Horsing ‘Round, According to tracking, your item was delivered on [redacted]-11-07 at 3:56 PM. As it's been 3 days since delivery and no return request was made, we have rated the seller for you. If you haven't received the package or have any issues, please contact us through the Help Center in the next 24 hours. Best regards, Mercari Team

I have been experiencing a recurring issue regarding the incorrect categorization of items within the Men's Accessories > Watches section on a daily basis. Most of the users responsible for this behavior remain the same. This violates Mercari's Listing guidelines as they are intentionally misclassifying items. I have diligently reported numerous listings and provided screenshots through the Help Center for months, but no action has been taken despite assurances that the matter would be resolved. Additionally, it is perplexing to see listings like Women's Handbags appearing in the Men's Watches category, suggesting possible errors in the filtering system.

I recently ordered a camera from Mercari, but it arrived broken and not as advertised. I initiated a return claim and Mercari provided me with a shipping label. However, as I do not own a printer, I was unable to print the label and informed Mercari about this. They suggested finding a place to print it out. Due to my work schedule, I could only do this on Saturday. I finally printed the label, but it was dated for shipping on Sunday, which meant I was supposed to mail it out on Friday, a day I work until after the post office's closing hours. Mercari then informed me that the item needed to be shipped by the date on the label, causing me to potentially lose the $55 I spent. It seems challenging to get my money back according to their recent email. How can this situation be resolved?

I agreed to a sale on Mercari, but the buyer requested a different name and address for the shipment. Mercari informed me that I couldn't change the address after purchase. Despite explaining this to the buyer, they insisted on the new address, mentioning that other sellers had accommodated similar requests. Mercari suggested the buyer cancel the order to update the address, but the buyer refused. I am facing a dilemma as I cannot modify the shipment address without violating Mercari's policies. The buyer disclosed the alternate information, creating a complicated situation. Despite my good standing and the buyer's positive history, the dispute remains unresolved. I am unsure if canceling the transaction to avoid repercussions is the best course of action. The buyer's unwavering stance on the address change is causing me frustration.

On November 11, [redacted], at around 1:40 pm CDT, I purchased an Uppababy Vista [redacted] or older stroller travel bag (Item #m[redacted]4) for $61.00 plus $11.50 for shipping. Following the purchase, I encountered an error message stating it couldn't be bought, followed by finding out the item was sold. Quickly, I bought another bag from Mercari (Item #m[redacted]1) for $72.50 with free shipping. Wanting to play it safe, I canceled the first order using the cancellation option available. Despite this, I received a shipping notification for the first item from FedEx today, prompting me to cancel the second order as well, which had not yet shipped. I possess copies of both cancellation messages. I am seeking guidance on the necessary steps regarding this situation. Thank you, Jean P.