Mercari Customer Service Issues

I purchased the Snowbabies "Music From Heaven" figurine ID M[redacted]7 from seller NYmomof3BUNDLES based in Brooklyn, NY, for a total of $24.99. It was delivered on February 5, [redacted]. Upon opening the package, I discovered that all 5 harp strings were unattached at the top, with 3 of them also unattached at the bottom, leaving only 2 intact strings. I promptly contacted Mercari about this issue and inquired about a replacement. I received a message stating that Mercari had updated the transaction on behalf of the seller, marking it as complete. However, I am still looking to address the problem of receiving damaged merchandise and am wondering if a refund is possible.

I purchased a used MacBook Pro that was advertised as being in "mint" condition. Initially, everything seemed fine, and I accepted the purchase on Mercari to release payment to the seller. After using the laptop multiple times, I realized the seller did not properly erase the drive and install the operating system, causing a security measure called "FileVault" to encrypt a file and potentially lock me out of a >$[redacted] paperweight. I rated the seller highly as a responsible buyer, but now I am at risk of being locked out of the computer. When attempting to contact the seller on Mercari, I was informed it was too late to address the issue. I am concerned about potential data theft due to the encrypted file. I need to communicate with the seller to resolve this issue promptly and determine if he is willing to assist. Mercari should act if the seller is uncooperative to ensure such problems do not happen again.

I requested a refund from a buyer who claimed the items were damaged. Despite my efforts to resolve the issue by asking for more details, the buyer refused to disclose what was wrong with the products, leading me to believe she simply changed her mind. I reached out to customer support for assistance, but received no help for days while they promptly assisted the buyer. I also informed them that the buyer had two accounts using the same pictures, with no means of verifying her identity on Mercari. The platform has become confusing for me to navigate. The buyer was granted a refund, and when given the option to decline it, she accepted, deducting the funds from my account's holding status and denying me the return of my items. It feels like I am being targeted, as this is the second occasion they have overlooked my concerns and allowed the buyer to keep the items without resolution. The lack of communication from Mercari is concerning. Despite providing evidence of suspicious activity, I feel unsupported and neglected as a seller who complies with their requirements to verify my identity. It seems the platform prioritizes buyers over sellers, leaving me feeling frustrated and questioning if the same treatment would apply if I were a buyer. Apologies for the emotional tone, I am genuinely upset.

I recently bought an Apple Watch Series 2 from a seller with the understanding that it would be ready to pair. Upon receiving the watch, I discovered it has a pin code preventing me from pairing it with my phone. The seller did not mention this in the description, and despite reaching out to them twice for a resolution, I have not received a response. It's disappointing to have purchased a watch that I cannot use as intended.

I have been attempting to buy an iPhone 11 in purple with 64GB from a seller on Mercari. They provided me with a phone number to communicate with them. Despite numerous text and call attempts, I have only received 1 or 2 responses. On the day I was supposed to buy the phone, I paid $[redacted] for the item and an additional $30 for shipping. However, the seller then claimed that shipping would cost an extra $60. I explained that we had agreed on the initial total, but she has not responded to provide a refund or any information about my package's whereabouts. I am worried that she has just taken my money.

I recently received a dress labeled XL, however, I typically wear XL or sometimes L and this dress does not fit me well. I followed the size guide on Mercari, and according to it, XL should have fit me. Unfortunately, it seems the dress might be from a company in China with different sizing standards. I tried contacting the seller through a different listing because I couldn't find another way to reach out to them. I believe there was an issue because the dress doesn't have a manufacturers' tag. Can you assist me in initiating a return for this dress? The size discrepancy makes me think it's not truly an XL due to the potential origin of the product.

I have noticed a change in the payment process recently when I try to make a purchase on your website. Before, I could simply press pay and it would automatically have my information ready for processing. Now, it redirects me to login through Facebook or Google, which is not how it used to work for me. I am a frequent shopper on your site, particularly for purses, and I appreciate the convenience of the previous system. Has there been a technical issue causing this change or is it a new feature? I would appreciate any help in reverting back to the original payment process. Thank you for your assistance 😊

I am Lisa Bierman, and my order number is m [redacted]4. I have sent multiple emails without a response, and phone calls either disconnect or end abruptly, which is extremely disappointing as someone who understands customer service standards. I ordered a Rae Dunn Canister which arrived on 2/8/20 with the lid shattered inside the canister. This issue is not due to UPS but likely occurred in the shipping department. The lid wasn't even secured to the canister with tape. This item was intended as a Valentine's Birthday gift for my daughter, making this situation particularly frustrating. I kindly request a full refund and prompt communication regarding this matter. Thank you, Lisa Bierman.

I have not yet received the item I ordered from L’il Attic Treasures. I possess screenshots of both the item and the PayPal transaction. The product in question is the New Balance Studio Skin XL, yoga shoes. Despite receiving emails inquiring about delivery, I have been unable to click the link to respond due to an "User is incorrect" error message. The transaction took place on 2/5/20. In a recent exchange with Mercari regarding the item's status, I was informed that the transaction had been cancelled, although I did not authorize this cancellation. Should the seller be the one who cancelled it, I am requesting a refund of my payment.

On January 29th, I placed an order for a grinder blender mulcher with the ID m[redacted]2. However, as of February 11th, the item has not arrived. My name is Tito Espinoza, and I reside at [redacted] Grending Ave., Sunnyside, WA [redacted]. After checking with FedEx, they have confirmed that they have not received the order from your company. I have attempted to contact you without any luck. I am disappointed with the lack of service and reliability. I see now why your company has a low rating. I request an immediate refund of my money.

I sent an item to a buyer, but they provided the wrong address. The buyer asked USPS to redeliver the package, and USPS states it was delivered today at 12:51 p.m. EST. However, I see that the package is being returned to me. If I receive an empty box, what steps should I take? The item is valued at $[redacted] USD. I attempted to contact the buyer today about the delivery status but got no response. I fear this may be a scam. What should I do to ensure payment if the package has been tampered with? I have a photo of the box and shipping label for evidence before shipping. Tracking #: [redacted][redacted][redacted]. Thank you, J. Stelling.

I have made numerous attempts to contact your customer service through email and phone calls since Sunday without success. My order, ID [redacted], for a damaged Rae Dunn canister was mishandled during shipping, resulting in a broken lid upon arrival. Despite sending multiple emails with pictures, I have yet to receive a response. This canister was intended to be a birthday gift for my daughter on Valentine's Day, and I am incredibly disappointed by the lack of assistance and communication. Waiting times of up to 20 minutes have been exceeded, making it impossible to speak to a real person. Frustration and disappointment are an understatement in describing my current situation. Thank you, Lisa Bierman.

We recently sold an ink cartridge to a buyer who returned it to us after damaging it without any prior communication. The cartridge was unused before being sent out. We are requesting the buyer to cover the cost of the cartridge as it was delivered in the condition described in the posting. We are seeking assistance from Mercari to resolve this matter. Although we are unsure why Mercari approved the return, we believe they had the best intentions for both parties involved.

I recently made my first sale on Mercari by selling a brand new pair of winter boots by Pajar Canada. I am quite confused because I am being asked to rate the buyer before receiving payment. How can I be expected to rate a buyer without knowing if they are trustworthy and actually intend to pay? I have heard about scams where buyers don't follow through with payment, which is concerning. Many sellers have faced this issue on Mercari, and it seems unfair that the platform always favors the buyer. One suggestion I read was to film the packaging process at the post office to protect myself. It doesn't make sense for sellers to rate buyers before payment is received. It's challenging to evaluate a buyer when all I know is that they have purchased an item. I can’t understand how this system works when there is no guarantee of payment. It seems risky and could lead to scams. I believe payment should come before any rating is given. This process raises many concerns, and I hope it is addressed promptly.

I purchased a damaged purse and requested a return label. After some confusion with emails from the company, I was initially told no return label was needed and that the refund would go back to my credit card, though later they mentioned crediting my account. Frustrated, I disputed the charge with my bank and received a refund. However, Mercari then threatened to suspend my account if I didn't reverse the charges. I contacted the bank again to reverse the charges as instructed. Despite providing evidence of the refund, Mercari still suspended my account. I would appreciate assistance with this matter. Contact me at Accessmakeup@ [redacted] or [redacted].

My account has been suspended while trying to verify my identity. I placed an order for a Samsung Galaxy J7 that got canceled. I can't log in to my account [redacted] on a different device since my phone's camera is broken. I couldn't access my initial account [redacted] as I can't log in to the email for a password reset. Can you please reactivate my account [redacted]? I've submitted all the required information. Thank you. Account temporarily suspended: [redacted]

I need to assign buyer names to track the purchases. Marie bought a pair of "Yeezy [redacted] V2" shoes. I planned to ship them, but the post office was closed, so I kept them in the package. When I was going to send them Monday, Marie cancelled the order. I reposted the shoes, and they were bought by "Jsessoms". Then, another buyer named Joey bought a Champion hoodie. Unfortunately, I mistakenly put the wrong label on a package. Now the Yeezys, originally meant for Marie who cancelled, will go to Jsessoms. The hoodie, intended for Jsessoms, will actually go to Marie.

I’m Ann D. I made a purchase of a $57 item on Mon, 2/10. I had some issues changing the shipping address with PayPal, but they have already released the $57 to the seller, as shown on my Amex statement. However, I have not received any shipment notification from Mercari or the seller after 5 days. I've been in communication with a representative named "Prince" through your customer service chat, but the matter remains unresolved. I kindly request urgent assistance, or I will have to file a chargeback through Amex. Thank you.

I experienced an issue with a return on an inauthentic designer bag through Mercari. Despite being a seasoned buyer and seller of high-end products, I encountered a situation where a refund was requested on a Louis Vuitton Speedy 25 due to it being a fake item. Upon returning from a business trip, I saw that the return label was issued with a tight deadline of 3 days, which I tried to meet by shipping the bag back promptly. However, the postal service delay caused the package not to be scanned in time. I reached out to Mercari through calls and messages to prevent the refund from being cancelled, but unfortunately, the seller received the money before the return was processed. I feel frustrated by the lack of response and support from Mercari as I took all necessary steps to resolve the issue promptly. I am now left without the bag and $[redacted], which was wrongfully released to the seller. I urgently need the $[redacted] refund back into my account as I followed all guidelines provided, and Mercari's handling of the situation has been disappointing.

Hello, my name is Elona, and I am experiencing an issue with my order. The status shows that the order has been delivered, but I have not received it. I reached out to the seller, Kate Bake, who confirmed that the order was returned to my address for some reason. It was a purchase of three Nike T-shirts for $7 each, made on 2/07/[redacted] at 03:41 PM. I would like to know the process to get a refund for this order. Thank you.