Mercari Customer Service Issues

I'm disappointed with the recent experience I had on this platform. I tried to make a purchase, but the seller backed out due to additional shipping charges. This happened right after I bought a shrunken Eileen Fisher sweater from another vendor. When I reached out for support via email, there was no response. This lack of communication and the issues with the transactions have left me feeling frustrated. I doubt I will be using this site for future orders.

Please cancel the $25.00 charge on my card immediately as I do not want to be a recurring customer. I have contacted customer service via email and chat, but the issue has not been resolved. I only wanted to order a Farmstand Apple Candle. Please remove the recurring charge from my account promptly. Thank you. - Vanessa W. from 86 St. Gregorg St., Dorchester, MA [redacted]

I have noticed two unauthorized charges on my bank statement from Mercari that I did not make. The first charge was on 12/12/19 for $13.99, and the second charge was on 12/13/19 for $31.25. These transactions are fraudulent, and I did not authorize them. My bank informed me that they were made using my debit card ending in [redacted] from Huntington Bank. I need these charges credited back to my account promptly as I suspect my information has been compromised. If this is not resolved quickly, I will escalate the matter further.

I have been attempting to reach a buyer who purchased a Disney pin from me a few weeks ago regarding its delivery status. Despite my repeated messages, I have not received any response from the buyer. The pin is marked as "awaiting delivery scan," indicating that it has not been officially marked as delivered, but I am certain that it has been received. The buyer has yet to release the funds, and it appears that they may have blocked me on Mercari. I am eager to resolve this situation promptly as I have provided ample time for communication, and the product remains in the buyer's possession.

Item ID [redacted]3 I am the seller of this item. Before the buyer made the purchase, I provided answers to several questions and clearly listed the measurements. The item was described as being in like-new condition. The buyer has been allowed to return the item, but I feel she is misusing the system to harm me as a seller. I have submitted a rebuttal, but I received only a generic response from customer service. I have been selling online since [redacted] across various platforms. It is extremely frustrating that my rebuttal has not been properly reviewed by your staff. I kindly request that you reach out to me as I am now experiencing losses due to offering free shipping, etc.

Due to ongoing repairs at my home, I have had limited access. However, starting last Thursday, access has been further restricted due to a carbon monoxide leak from the furnace and water heater. The fire department intervened and prohibited me from entering until it's fixed. This situation has delayed my ability to open recent purchases and rate the seller within the required 3 days. Please provide guidance on how to proceed with finalizing my purchase given these circumstances. Thank you, D. Santopietro.

I have spoken with two customer service representatives regarding my issue with the Amazing Grace body cream. I reached out to the seller explaining that the product I received was not new as advertised. The body cream had an unpleasant smell due to being old, making it unusable for me. Despite my complaint, no action has been taken, and I am disappointed as I spent over $30 on this item. I am requesting a refund promptly as this situation is unfair. Bonnie Osuna

I recently made a sale, and after the buyer accepted, she mentioned she's currently at her parents' home for Christmas and not at the dorm address listed in her account. To ensure the package reaches her, I covered the shipping costs and sent it. However, I realized Mercari tracks deliveries based on the provided address, potentially causing issues. I have the receipt and sent the package with a signature requirement. I'm uncertain whether the address needs changing in the system or if Mercari can handle it and accept proof of delivery. The buyer has also reached out to Mercari, providing screenshots of our conversation pre-shipping. I hope this matter can be resolved promptly. You can contact me at [redacted]. Thank you.

Hello, I purchased item #m[redacted]5 on December 4th, but so far, only a FedEx label with ID [redacted]81 has been created. I'm new to Mercari, and I'm having trouble creating an account as it keeps saying my email address is already registered. I have been unable to contact the seller, and it's been almost two weeks since my purchase. I recently saw some negative reviews about this seller. Any advice on how I can receive my item or what steps to take next would be appreciated. Thank you.

The company abruptly canceled my order, leading to the suspension of my account. They initiated two supposed temporary charges totaling $2.55 to verify the account. When I tried to proceed with the order, I had to confirm the legitimacy with my bank. After going through this process, my order was finalized and confirmed. However, I now notice over $[redacted] missing from my account and the transaction has been voided. This purchase was essential, as it was the only Christmas gift my son requested. Mercari is currently withholding my $[redacted]+ for a potential duration of up to 5 days. I view this as deceitful behavior and will involve the Virginia State Corporation Commission if a swift resolution is not provided.

On December 14, [redacted], at 8:15 PM, I purchased a Zeta Tau Alpha turquoise badge for $45 from the seller "Shelmorg" on Mercari. Following the sale, I received an email confirmation. The next day, December 15, [redacted], at 8:47 PM, I received an email from the seller stating that the sale was canceled with no explanation. Despite trying to reach out to the seller, I was unsuccessful in making contact. Later that day, I discovered another similar badge for sale by "wsshelt11" on Poshmark, with the same seller photos as on Mercari. The Poshmark listing showed the badge sold for $72. I suspect the seller may have sold my badge to a higher bidder after confirming my purchase. This situation raises concerns as the seller has a history of canceling transactions. I urge Mercari to investigate this matter and take appropriate action. Thank you, Allison Taylor.

I placed an order for a Cutco Spreader from Cagedheat3 on December 14. I haven't received a confirmation and can't reach the seller. The payment went through my Paypal and has been charged to my VISA credit card already. I was under the impression the payment wasn't processed until I received and reviewed the product. The shipping was supposed to take 3+ days, and I was hoping to get it in time for Christmas as a gift. If I don't hear from anyone soon about the status of my order, I may have to contact my credit card company to dispute the charge.

I sold a product on Mercari. The buyer received it and requested a refund, which was approved. The item was supposed to be returned, but it wasn't. After reaching out to the help center, they only offered a coupon for the inconvenience. I tried calling two customer service numbers, but one was disconnected, and the other hung up after selecting an option. I believe Mercari should take responsibility if someone steals from sellers and should handle the matter with the person who did so. We shouldn't have to accept being robbed of our merchandise and then given a small coupon to keep quiet and move on.

Usually, when I ship items over $[redacted], I purchase extra insurance for protection. This time, the post office didn't scan the original tracking code, so it doesn't show that the buyer received the package. Despite this, the buyer has messaged me confirming they received it. I need assistance to resolve this issue promptly to ensure I receive payment. I've been attempting to contact support without success.

Subject: Query about Refund Process - Order m[redacted]4 Hello Jay, Upon receiving the damaged items from the seller C. Leonard, I promptly reached out to her for resolution. She informed me that she had received a refund from Fedex for the broken items she had shipped. She requested that I contact MERCARI to arrange for the $25.00 refund from her account to be issued to my Paypal. It seems that Cleonard515 might have been reimbursed twice, once by me and once by Fedex. I urge MERCARI to address this situation swiftly as the transaction was not completed successfully. Cleonard515 needs to initiate the refund of $25.00 back to my Paypal account. Your prompt assistance in resolving this matter is greatly appreciated. Best regards, [Initials]

I had a disappointing experience with the seller "Jason" with the username m[redacted]2. The phone I purchased did not match the description provided. When I inquired about a refund, Jason claimed he was out of town and promised to provide a return address upon his return. However, he never reached out again after the initial response, leading me to believe he was stalling until the return window had passed. Without a valid address for the return, I was unable to send the item back. I am feeling frustrated with Jason and the Mercari platform due to this unsatisfactory transaction.

I need assistance with requesting a refund on Mercari. I mistakenly rated my purchase as "poor" and now I am unable to request a return. I would like Mercari to overlook this rating error so I can fill out a return request form. Despite trying to contact customer service by phone, I was unable to connect with a sales representative as the call repeatedly disconnected.

I recently bought a tote with incorrect measurements from the seller. My name is B. Baranowski, and I am looking to get a refund for this purchase. After reaching out to the seller, I was advised to request a refund. However, I mistakenly rated the product poorly before initiating the return process. Now, I would like to complete the refund form as needed. I have already taken photos of the accurate measurements for reference.

It appears that I am encountering the same issue with Mercari that others have described. Approximately four days ago, while using the app, I suddenly got logged out. Despite entering my correct email and password, I kept getting an error message stating they were invalid. I've attempted to reset my password multiple times, but I never receive the reset email. I have been reaching out to Mercari daily, only to receive automated responses confirming my request was received without any further assistance. I followed their FAQ suggestions without success, trying different devices and reinstalling the app to no avail. I even called Mercari today, waiting on hold for about 20 minutes to speak with a representative briefly, who claimed nothing was wrong but said someone else would contact me - which never happened. This situation is unacceptable, as selling items on Mercari is currently my main source of income. I urgently need this matter resolved.

Hello, I am reaching out regarding a sale I made for a Swarovski iPhone Case with Mickey Mouse design on 12/16. The initial transaction took place around 12/14 or 12/15 with Chrissy061984 as the buyer. There was a request from Chrissy061984 to adjust the price after the offer was accepted, resulting in the order being canceled and then reordered at the updated price. Due to this change, the package was dropped off at the post office without verifying the new tracking number. I now need assistance in obtaining the original tracking number for the initial sale to track the package correctly and receive payment. Your help with this matter is greatly appreciated. Thank you.