Mercari Customer Service Issues

I am extremely disappointed with the way my recent return was handled. The buyer damaged the shoes and returned them without the heel taps, which were removed after the purchase. This unilateral decision has not only resulted in me losing money on shipping charges but also on repairing the shoes. I demand a full refund of all expenses incurred in this transaction to be credited back to my bank account. I do not wish to receive a credit that may expire, as has happened previously. I urge you to address my concerns with a human response via email, rather than an automated one. Sincerely, H.N. Washington

I am a lawyer handling a case for my client, Brooke McAdams. She sold two items and was paid for one but has not received payment for the other item from the buyer, Amanda Minnanhand. Despite confirmation of delivery, my client has not been paid the $[redacted] owed from the purchase of the vacuum. It's crucial that this issue is resolved promptly to avoid legal action pursuant to krs514.[redacted]. The agreement was for funds to be released once the buyer received the product, however, this has not occurred. This situation could lead to serious consequences as it involves a significant amount of money. I have documented all my interactions with your team, and it's essential that my client receives the payment owed without further delay. I can be reached at [redacted] for any further communication to resolve this matter efficiently. Thank you for your cooperation in resolving this issue promptly. Sincerely, Attorney James Isinghoward.

I encountered an issue with a sale on Mercari. I listed a unique set of [redacted] Cadillac XT6 taillights, considered very rare, they are valued over $[redacted]. Although I meticulously packed and shipped the taillights with care, the buyer claimed they arrived damaged. The item was dropped off by FedEx at their door at 10:30 am, and I only heard about the alleged damage later that day. Despite using a Mercari prepaid label that calculates and recommends the shipping weight, Mercari is refusing to honor their seller protection policy. They are citing that the package exceeded the label weight. This doesn't make sense, as I always follow the recommended shipping label generated by Mercari. I never had issues with FedEx in the past, and I take great care in packaging my items securely. It's disheartening to be let down by Mercari after numerous successful sales. Additionally, I tried to file a claim with FedEx, only to find out that someone else already did. I'm devastated by this experience and feel that Mercari is not supporting their sellers adequately. It might be necessary to contact the Better Business Bureau, as even the phone number provided for Mercari doesn't seem to be working.

The item I received is clearly used and falsely advertised as brand new and never been used. It is labeled as not for individual sale, indicating it's a promotional item not meant for resale. Upon inspection, the product only contains enough for around 10 uses, which is significantly less than a full-sized Clinique highlighter stick in stores. When I tried to initiate a return, an error message prevented it. To my surprise, today I was informed of a $7 credit on my account, which I find unsatisfactory considering the shipping cost and the quality of the product received. I am disappointed by the lack of communication regarding returns and frustrated by the unhelpful customer service. I insist on a full refund to the original payment method, as the item sold to me appears to be an unauthorized sample.

Hello, I recently received an order I placed on January 27, [redacted], which was a wood model of a U-2 aircraft. The ad mentioned a small crack in one wingtip, which was fine. However, the other wing is severely damaged, bent almost 90 degrees at about 2 inches from the tip and cannot be fixed. Additionally, the display stand is badly cracked. I can provide photos of these issues upon request. I am seeking a full refund of $40.85 due to the unusable condition of the plane and also request a prepaid return label if the seller requires the item back. Please advise on the next steps. Thank you. JW, Dayton, Ohio

I placed an order for a swing on January 20, [redacted], but my granddaughter has not received it yet despite the deducted payment. I reached out to FedEx, and they confirmed not receiving the product. I have also emailed the seller regarding the missing item but have not received a response. I'm requesting a prompt full refund. I am disappointed with this experience and will share it with my daughter, who is in the Army and is a frequent customer here. Mitch has assured me that I will get my refund in 5-10 business days, but I am upset that the money was taken immediately upon purchase. I believe the refund process should not require additional paperwork, especially when the purchase should be charged only upon receipt. This has been a frustrating experience with this company.

I purchased an iPhone 7 Plus on the Mercari app from a seller who claimed it was unlocked. After receiving the phone, I verified some details and rated the seller. However, upon inserting my SIM card, I discovered that the phone was not unlocked as described but tied to a different carrier. Attempting to resolve this, I contacted the carrier and other services to unlock it, to no avail. Since I had already rated the seller in the app, I'm now facing difficulties in seeking a refund for the misrepresented item. I'm unsure of the options available to me in this situation. It is clear that the seller provided inaccurate information about the phone. I would appreciate guidance on how to address this issue promptly.

I received my order for CHANEL Gold Chain Dangle earrings on Saturday, but sadly, the item is not authentic. The earrings are poorly made, and I am very disappointed. I have already contacted the seller to express my dissatisfaction and request a refund. I feel misled and deceived. Please advise me on how to proceed in getting my money back. I have refrained from rating the seller as I am seeking a resolution through a refund. Thank you.

I recently bought the Jack Ryan DVD but only managed to pick it up from the mailbox 2 days ago due to long work hours away from home. Unfortunately, the first disc is faulty, and I need to figure out how to return it. My experience with Mercury has been frustrating - accessing information is challenging, customer service involves lengthy waits on hold, and the seller reacted poorly to a negative rating, which was the only way I could communicate my issue. I don’t plan on buying from them again. If you need to reach me, please email at [redacted] or call me at area code [redacted].

Subject: Issue with Sega Dreamcast Purchase I reached out to the seller, Jermey Leslie Fergus, regarding my purchase of a Sega Dreamcast on 1/24/[redacted], but despite their claim that it has been shipped, they have failed to provide any evidence of shipment. The tracking information suggests that the item has not been shipped. The seller mentioned that this has happened with all 9 items shipped on the same day, attributing it to items not being scanned. Despite my attempts to cancel the order, the seller has declined my request, insisting that the item has been shipped without proof. I now wish to get a refund, but the seller is reluctant and insists on receiving a rating before processing any refund, which contradicts the terms and conditions. I seek assistance in resolving this matter promptly. Tracking #: [redacted][redacted][redacted]

My account has been suspended. I'm not bothered as I do not intend to purchase from you again. I am unhappy with the purse I received as it does not match my expectations. I ordered a black purse but received a black one with brown trim. I have requested a stop payment from my credit card company. If you could approve the return, I can send it back for a refund. Extremely disappointed customer, Donna H.

I recently received my purchase, an iPhone XR, and unfortunately, it did not match the seller's description at all. Despite confirming with the seller that the phone was completely unlocked, it arrived with a disabled screen, requiring me to troubleshoot and factory reset it myself. After overcoming that hurdle, I then discovered it was iCloud locked, something that was not disclosed by the seller beforehand. Along with these issues, there was even a crack on the back of the phone. I am seeking a return of the item and a full refund due to these discrepancies. Thank you.

I received an item that was slightly damaged from Mercari. I contacted a representative who created a ticket for returns. I informed her that I would reach out to the seller to negotiate a price of $[redacted]. The seller agreed to this in our messages. On 2/3/20, the representative mentioned that the returns team would contact me via email before confirming the receipt of the item. However, I have not heard from the returns team yet. I would like to ensure the seller receives the agreed amount of $[redacted]. Can someone assist me in completing this transaction? You can reach me at my email, [redacted] Thank you for your help. Lucinda W.

I encountered an issue when I was asked to rate a pair of tennis shoes I had received supposed to be followed by receiving payment, but then I was informed the transaction was canceled. Upon checking my profile, it displayed $0 balance, appearing as if it's a new account. I attempted basic troubleshooting by rebooting my phone and re-logging into the app, but the problem persisted, leading me to getting locked out of my account. I've been communicating via email with a Mercari representative named Lea for a week now, but her responses, although requested personal information like my phone number and address, failed to resolve the issue. Despite my inquiries about speaking to someone else, my question was disregarded. The continuous communication at odd hours and lack of effective assistance have left me frustrated and seeking a resolution to this ongoing problem.

I need help returning item #m[redacted]7 quickly; I don't want the seller to get paid in two days. The Keurig coffee machine I received yesterday was poorly packaged in a damaged box with no protection. It arrived scratched, not as described, and missing parts. The quality is disappointing, not matching the seller's photos. The drawer included is also broken. I will provide pictures upon request. My name is S. Keppel. For a faster response about item #m[redacted]7, you can contact me at ([redacted]) -[redacted]. I have already contacted Mercari via email this morning.

Seller: [redacted] Buyer: kellz_sunshine Item: NEW SEALED BOX Samsung Galaxy A20 Boost $[redacted] Hello, I am the seller of the Samsung Galaxy A20 Boost listed above. I accepted an offer from kellz_sunshine, but the item is now showing as expired on my app view. I wasn't sure if the item had been sold to the buyer, so I went ahead and shipped it. Unfortunately, the package was returned to me today due to damage from a storm and wet snow. I have contacted the buyer to explain the situation and discuss whether I should provide a refund or resend the item. Any advice or guidance on how to proceed would be greatly appreciated, as I am still new to selling on this platform. Thank you for your help.

In December, I shipped my Wii drum set to a buyer but she returned it, claiming she thought it was something else. Now as I'm about to send it to another buyer, I discovered it was broken when returned. I am frustrated and seeking a refund from the original buyer who won't respond to my messages. Despite wrapping the package securely, it seems the item was damaged by the recipient. I have attempted to contact her multiple times by phone with no success.

I noticed an error in the listing where my [redacted] proof coin set was mistakenly listed with free shipping. Initially, I planned to cancel the order as the fees and shipping costs were leaving me with only $2 from the $8 sale. Despite the buyer agreeing to split the shipping costs, the additional amount did not reflect in the final amount due to me. It seems the $2 net profit was too small for a bank transfer. I feel frustrated as I believe I have been unfairly impacted by this oversight. I am hoping for a resolution to this matter.

I am curious about how the shipping labels are generated on Mercari. My daughter and I often encounter a situation where we pack the item, but the label that prints is for flat rate shipping instead of priority mail. Despite reading that packages over one pound should get a priority mail label, we still face issues. It would be helpful to understand the label options better and ensure we can use priority mail boxes. Thank you.

Hello, my name is Alexander James. I recently purchased item ID # m[redacted]7 and upon receiving it yesterday, I discovered undisclosed damages that were not mentioned in the description. When I tried to request a return through the app, I received a message stating that the item doesn't qualify for a return. The seller misrepresented the storage capacity as 1 terabyte when it is actually [redacted] gigabytes. Additionally, both the console and the controller have undisclosed damages, rendering the controller unusable. The seller is pressuring me to rate them before allowing a return, which seems like a scam. I would appreciate prompt assistance with resolving this issue. Thank you in advance.