Mercari Customer Service Issues

I recently shipped an item through UPS from my college campus, despite hearing negative reviews about the local UPS branch. In a rush to meet the 3-day shipping deadline set by Mercari, I visited the UPS store and was surprised when the staff member mentioned they would just stamp the package and have USPS collect it for shipping. I found this method unfamiliar but agreed since there was a long line. Although I requested a receipt and inquired about the tracking number, I was told there was none since it was just a stamped package. I proceeded with the transaction, assuming the shipment ID might serve as a tracking equivalent. I informed the buyer using this ID and hope that Mercari will release the funds once the item is received. Despite this unforeseen situation, I trust Mercari will resolve the issue given my history of successful transactions with them.

I recently ordered 2 highlighters from Mercari and was eagerly awaiting their arrival. However, upon receiving the package today (09/15/19), I was disappointed by the condition in which they arrived. The highlighters were poorly packaged in a thin, unprotected shipping bag which resulted in one of them being broken. The experience has left me regretting my purchase as the items are unfit for use or display due to the damage. The item ID is m[redacted]4. I am seeking a refund due to the seller's negligence and careless packaging. I have pictures available to support my claim if necessary.

My name is Rachel Mills, and I am listed under Rachel's Boxes. I recently ordered a speaker for $36, and it was delivered today by FedEx. Unfortunately, the box had a big hole in it, and the bottom of the speaker was busted. The instruction booklet did not match the speaker, there was no charging cord, and the DC output prong was missing. I tried to request a return, but it said the item was not eligible, even though the listing did not mention "no returns." The item was supposed to be new, but it was clearly not in new condition when I received it.

I received a refund in June [redacted] in Mercari credits. I've been trying to use them for the past six months but faced issues with 5-6 sellers not shipping my purchased items. Today, when I attempted to use the credits, I discovered they expired this morning without any prior notifications. I should have received a refund to my bank account instead of credits as I originally wanted. I didn't expect the credits to expire, especially when the delays were not my fault. I'm frustrated and would appreciate either restoring the credits so I can use them or receiving a $40 refund to my bank account. I believe I should not be penalized for sellers' actions and lack of notification. Thank you.

I recently listed some items with you. I'm worried that I might have made a mistake in my email address. Could you kindly contact me at the following email address? I'm also anxious about the shipping policy of orders going out within 2-3 days and I want to ensure I receive all emails promptly. The email associated with my account is [redacted] Thank you for reaching out. Please use the alternative email provided below for any further communication.

I purchased a bundle of 3 items including 2 large street signs and magnets. Unfortunately, I only received one street sign and the package weighed only 3 lbs. The seller claimed all items were packed together securely, but the package label indicated 3 lbs, whereas my order should have weighed over 6 lbs with both signs and magnets. The seller suggested the missing items may have fallen out due to USPS or weather issues, which I find hard to believe. I have photographic evidence of the package before and after opening. The seller offered a return label via Mercari, but I prefer a partial refund. It's disappointing to see past reviews echoing similar concerns. I am seeking a refund and considering reporting the seller for inadequate packaging and missing items in bundled orders.

I have been trying to contact someone regarding my account information. I believe I entered the wrong email address for shipping labels and I am unable to reach anyone by phone. I would like to ensure that my items can sell on your site and respond to potential buyers. Please reach out to me at [redacted] The correct email should be [redacted], not [redacted] Thank you.

I sold a pair of jeans to a young woman who asked to cancel the order after I had already dropped off the package at the USPS blue Dropbox. I explained that I couldn't retrieve the package and advised her to reject it upon delivery. Despite my explanation, she persisted in requesting a cancelation while I indicated the package had been shipped. Strangely, she was granted the cancelation, and now my package is in the mail system without a way to redirect it. I'm concerned she may end up receiving the jeans for free. The package is scheduled to be collected at 5:30 from the blue bin where I deposited it. I fear I may lose my jeans due to this situation, and I am disillusioned with using Mercari if this loophole allows users to obtain items for free. I have screenshots of our chat if needed. I hope the package will begin tracking, but I'm worried it won't.

Hello, I’m new to this buying/selling app. After hearing terrible stories about this app, I cautiously created an account under a fake name just to explore the platform during a slow work period. When asked to verify my identity, I did so. However, I later realized I needed to provide identification for the alias I used, which was a mistake since I forgot it was under a false name. I deleted the account related to the alias and provided my true information. No purchases were made with the false name, and I have only used my real credit card. I made an honest mistake that I corrected. I hope to continue buying and selling as I’ve had positive interactions on the platform so far. Thank you for your assistance.

I've set up an alert for dog diapers on the site, but when I receive notifications, I also see individual ads for various keychains. The keychains don't seem related to diapers at all and are all listed separately, making it look more like a catalog. I find it confusing why these keychain listings are in the diaper section and why they are posted individually. While I think it's okay to sell keychains, they seem out of place in this category. I have struggled to find a way to address this issue on the forum as it only provides guidelines for troubleshooting and complaints. It's not that the person selling keychains is doing anything wrong, it's just making the site look more like a catalog than a marketplace for various items.

Hello. Yesterday, I created a listing for two books specifically for a customer and used her name as the title of the listing. I informed her about the listing and later on, the books were purchased by a different buyer, not the intended customer. Now, the original customer is asking for help to get the books she wanted. I have reached out to the current buyer, but haven't received a response yet. I need to ship by Monday as I have a three-day deadline. Any advice would be appreciated. Thank you.

I require assistance promptly and feel frustrated due to the lack of support from Mercari's customer service. I sold a white diamond love knot ring, but due to a mix-up at the post office, I sent a blue diamond ring to the buyer instead. The buyer wants to keep the more expensive blue diamond ring and pay the price difference. When I contacted customer service, they advised me to cancel the order, but I am hesitant as the package is already in transit with a tracking number. I proposed changing the price to match the blue diamond ring's value to ensure payment. However, I am now experiencing delays in responses from customer service after suggesting this resolution. I am concerned about not getting paid for the item the buyer already has and the potential loss of an $[redacted] blue diamond ring for only $[redacted]. The buyer is expecting the delivery by today or Monday, and she paid $70 for the white diamond ring, offering to pay the difference for the blue diamond ring.

Hello, I'm Vanessa Ross. I used my Facebook email, [redacted], for an order but forgot the password after almost 10 years. I expected to be able to change the email for my order. I purchased a jacket advertised as Giorgio Armani, which turned out not to be one. I canceled within minutes, but the transaction still processed. I doubt the seller could have shipped it so quickly. The cancellation only said it depended on the seller, not that it would go through without confirmation. I have proof of the advertisement, purchase, and cancellation. I request a refund and for the company to cover returning the incorrect jacket. I expect prompt action considering I canceled immediately. Thank you, V. Ross.

I'm Vanessa Ross. I received the fake Armani jacket at home, despite canceling the order 10 minutes after placing it. I've contacted you about this, but I'm still waiting to hear back about a resolution. I'm a college student without a job, so this purchase was a significant gift I can no longer give to my friend on time for his birthday due to the seller's deception and my oversight. I trusted your reputation, assuming I didn't need to be cautious. Given that a seller violated company rules, I expect either you or the seller to cover the return shipping costs for the fake Armani jacket and refund my money promptly. I'm extremely disappointed by the lengthy delay in resolving this matter. - Vanessa Ross

I received my purchase, but it was not as described. I ordered ID #m[redacted]2, which was BKE jeans size 25XXL. The BKE guidelines for XXL specify an inseam of 37 1/2 inches. However, the inseam on these jeans measures 29 1/2 inches, identified as "short" in the guidelines. As a tall individual, I require the 37 1/2-inch inseam for proper fitting, which is why I bought them. I am requesting a refund as the jeans were designated as XXL and are unusable to me in this size. While the jeans are in very good condition as described, they do not meet the advertised length. I have been unable to access the app and have not received any responses after requesting an email to reset my password several times. I am unable to find the return request form or contact the seller. I feel taken advantage of and am considering filing a complaint with PayPal.

I purchased a cell phone booster from seller Angel Dawn Brooks that was advertised as "New In Box." Upon receiving the booster, I discovered that the main antenna was missing, the main unit had scratches, and the box was damaged. When I contacted the seller about these issues, she accused me of lying about the missing antenna, refused to help, and suggested I buy the antenna myself since the price was good enough. The listing did not mention the missing antenna or scratches. After leaving a 1-star review, the seller retaliated by leaving a negative review. I am very upset by this experience and have saved screenshots of our communication and photos of the damaged product. This seller's behavior is unacceptable, and I hope the company takes appropriate action to address this issue.

I am dismayed that the buyer's return request was accepted without any valid reason as the item I sold was accurately described and shown in the listing. The buyer's frustration with setting up the computer should not result in me having to wait for payment for two days, only to have the item taken back at the last minute for an invalid reason. It is unfair to sellers like myself to deal with such situations. I strongly believe this issue needs to be addressed promptly to prevent future occurrences. I urge Mercari to review this matter and ensure that buyers cannot return items without a legitimate reason after already using them. I am frustrated by this experience and hope for a swift resolution.

I sent a package with a different tracking number than what was provided on the label. My printer ran out of ink, so I went to the post office and paid for the shipment again. I shared the updated tracking number with the seller. Unfortunately, I can't find where to update it on the site, and it's challenging to reach anyone through the help center. The buyer should have definitely received the package by now. Here is the updated tracking: [redacted][redacted]95.

I inquired about a Michael Kors handbag and received the dimensions from the seller through the messaging center. The initial price was $75 with free shipping, but I asked for a lower price and they agreed to $63. However, the transaction was canceled by Mercari due to an error in pricing or product description. The seller explained and I attempted a new transaction, but this time the price was $10 higher, so I did not complete the purchase. Upon questioning the seller, I discovered they had changed the shipping cost from free to buyer-paid after lowering the price to $63, wanting to adjust for the reduced profit. I'm thankful I noticed this change as I would have unknowingly paid for shipping that was initially free. I have saved screenshots of our conversations to demonstrate what occurred. Considering the situation and the attempted changes mid-sale, I believe I should still be able to purchase the bag for $63 with free shipping as originally offered. It's concerning to encounter such behavior on the platform. I am willing to provide the screenshots if needed. Thank you, Whitney U.

Hello. I received a message from the buyer stating they did not receive the item, even though the USPS confirmation scan shows it was delivered. I then got a notification instructing me to check the tracking information to verify if a delivery attempt had been made. Upon checking, I confirmed that the item was indeed delivered on November 29, [redacted], at 4:33 pm in TULSA, OK [redacted]. What further steps should I take in this situation?