Mercari Customer Service Issues

I recently received a watch in great condition, but unfortunately, the battery was dead. Even after replacing the battery, the watch still didn't work. A jeweler inspected it and found jammed mechanics, which would cost $[redacted] to repair. I'm feeling frustrated as the seller didn't mention any issues with the watch. I've already rated the seller, but I simply want to return the watch and get a full refund.

I recently received an email from Mercari informing me of the closure of my account due to suspicions of me exploiting multiple accounts to benefit from a promotion. However, this is not the case. I shared a referral link with my husband, who created his own account. Despite this, I contacted Mercari regarding the coupon I had not received. Their response claimed I hadn't received it because my referral hadn't made a purchase, which is incorrect as they did make a purchase and received the coupon. After clarifying this, Mercari swiftly closed my account without further discussion, stating the reasons mentioned earlier. I did not intend to deceive Mercari for such a small amount as $10. I am disappointed by the hasty closure of my account without attempting to resolve the issue or gather more details. I was unaware that having multiple accounts from the same household was prohibited by Mercari's policy. I kindly request the reinstatement of my account and would appreciate any assistance provided. Thank you.

I have not received the Aqua tiger striped marble dolphin figure that I purchased from Brookelynn back in November [redacted]. The item was supposed to be shipped to my address in Bayside, Queens, New York, but it was sent to Arizona instead. Despite being charged $26.40 for the purchase, I have not been able to reach the seller or receive any updates. I have been trying to contact you for months with no response. Please get back to me or I will have to escalate this issue with the Better Business Bureau. Thank you.

I'm puzzled why my item was removed for a violation. It had been listed for days and I only updated the title today. The item is a Detroit Tigers collectible baseball in a replica stadium seat. It's a harmless display piece. I've had a great experience using your platform, so I'm really concerned about being flagged. Could you please explain why this occurred?

I bought some Corningware and unfortunately, all the items arrived broken. I informed the seller, who mentioned that since I contacted Fedex, she couldn't assist. After reaching out to Fedex, they stated the seller needed to make a claim, but she didn't. Despite taking numerous pictures, I couldn't send them to the seller due to limited contact information. When I contacted Mercari, they informed me that once I rated the transaction, I forfeited my ability to receive help. I didn't realize this and believe it's unfair since it's not the seller's fault. Now, I'm unsure how to proceed in obtaining the necessary release from Fedex. I've been attempting to resolve this issue since the dishes were delivered and really need my money refunded. I hope for a reconsideration and assistance with this matter.

I recently purchased Incredibles walkie talkies for my granddaughter, but unfortunately, the product is challenging to use. The talk button is difficult to push, and there is a complicated process to stop the voice from transmitting. Additionally, I had issues with providing feedback on the shipment and contacting customer service through email. Moreover, the order was delayed in shipping out. I would like to return the walkie talkies and would appreciate a prompt resolution to this matter. Thank you.

Order # M[redacted]4. I purchased a laptop on the Mercari app, and it arrived with inadequate packaging, causing the hard drive and battery to become dislodged during shipping. Despite attempting various troubleshooting methods, the battery refuses to charge, rendering the laptop unusable without being constantly plugged in. The seller failed to disclose this issue, advertising the item as being in excellent condition. Disappointingly, the website claims the item cannot be returned, even though I am a highly-rated buyer. I am hoping to resolve this matter promptly as I do not want to be stuck with a laptop that requires a constant power source. Thank you for your attention to this issue. - Mathew M.

Order # m[redacted]1. I'm sharing the listing's description as is: "Little 24" insignia TV perfect for your room or kitchen! It is in great condition and even has a DVD player installed. FREE SHIPPING." Today, the item arrived without any shipping issues. I have taken photos and recorded a video of unpacking it to show you its condition. Unfortunately, the package lacked the remote control necessary to operate it, as described in the listing. The TV screen lights up but prompts for the remote to select an input, which was not included. Despite the description stating it is in perfect condition, essential parts are missing. I am seeking a refund or for the seller to send the missing remote. I have faced challenges via the app and want to ensure it's documented that I consider this item eligible for return due to missing components.

I am having trouble with Mercari releasing the balance from an iPad I sold a week ago. I have provided all my Ally information but received an email explaining that my address on my license does not match my current one. I believe this policy is unreasonable as many people do not update their licenses immediately after moving. I urgently need the money transferred to my bank account but the app does not allow me to do so. I rely on this cash for bills, which is why I sold the iPad. Despite my efforts to contact Mercari through messages, emails, and phone calls, I have not received a solution. The customer support line was unhelpful and the chat feature mentioned was not available. I am considering involving a lawyer to resolve this matter and to warn others about using Mercari.

I have a query about a Walking Dead figure lot I sold where the buyer is unhappy with one item's condition. I stated in the description that some figures may have flaws as they were used. The buyer claims one figurine is severely damaged, but I believe the item's condition was clearly visible in the pictures provided. Could you advise me on how to handle this situation? Thank you for your assistance. 02/23/20, 06:36 PM Thank you for getting in touch. We are experiencing delays due to high volumes but are working hard to respond promptly. Your patience is appreciated. If you have more details to add, feel free to reply. Include your item ID for reference. For answers to common queries, visit our Help Center. We'll be in touch soon, Team Mercari 02/23/20, 06:53 PM Hello, I would like to discuss this matter further. 02/24/20, 01:58 PM I require assistance regarding item ID m[redacted]4. The buyer has raised concerns about the item's condition, stating one piece is significantly damaged. I highlighted in the listing that the items were pre-owned and may have imperfections. Considering the detailed description and photos provided, could you advise on next steps to resolve this issue?

I recently received a Nescafe Dolce Gusto machine that is defective. After contacting the customer service number provided, they confirmed the issue and advised me to return it to the seller. However, I am having trouble finding where to print out a return label. I appreciate your quick assistance in resolving this matter as I have spent a considerable amount of time on this without any progress. Thank you. Sincerely, Marilou B. Naples, FL [redacted] [redacted]

I recently purchased a Dyson vacuum cleaner which was missing the main cord. However, upon inspection on 2/24/[redacted], I realized that there was an additional missing part, a wand cap, which I couldn't find in any parts store I checked. I contacted Mercari, sent pictures, and was told to return the item for a refund. Unfortunately, I received the wrong return label via Fed Ex instead of USPS. Despite multiple messages to Mercari, I haven't received the correct label yet. I even called 1-[redacted] twice and spoke to a representative who gave me the same response. This situation has been frustrating and disappointing. I hope to get a prompt resolution before I leave town on 2/29/[redacted]. Thank you for your attention. Item #: m[redacted]0.

I ordered two pairs of children's boots, one in purple with animals on them and one in pink, as well as the red boots, on January 26, [redacted], for my granddaughter. My daughter only wants the red pair, and I've been attempting to cancel the order and get a refund through PayPal. I've spent my entire morning trying to contact someone for assistance with no luck. The order was placed under the name Addie. It's been a frustrating experience, and I'm feeling very upset. I simply want a refund through PayPal. Thank you for your help.

On Tuesday night, I sold a necklace to a customer named SunshinyDay. I promptly packaged it for shipping. Shortly after, she inquired about bundling earrings with the necklace. I instructed her to cancel the necklace order, and I would then bundle the items together. She followed these steps, I reopened the package, placed the earrings inside, and resealed it. However, I now realize I forgot to update the shipping label accordingly. How should I resolve this issue?

I bought a Canon MG7520 printer from “Too Much Stuff”. It was advertised as “Used in excellent condition.” When I received it, the printer had multiple paper jams and wouldn't power on after clearing them. I tried resetting it by holding the power button for 25 seconds, but it only displayed error message [redacted]. The message instructed to turn it off and if the error persists, seek repair from Canon. The seller was unable to help, stating it was working before. At this point, the printer remains inoperable.

I have encountered significant issues trying to receive payment for items I sold on this platform. The verification process they require for payment is cumbersome, failing when it comes to submitting ID photos and a selfie. Despite reaching out to the help center multiple times since July [redacted], I have received no assistance. Contacting the phone number provided only leads to a "concierge" who initiates a support ticket, but the payments department does not take calls nor allow escalation to a supervisor. Additionally, the platform charged both the seller and buyer for shipping, effectively pocketing double the amount since I had to buy my own shipping label. This situation is frustrating, and immediate action needs to be taken to address these payment and customer service issues on this platform.

#1) I am having trouble finding where to submit a problem. The website's help section only shows FAQs. Clicking on "return request" or "contact us" leads to another FAQ that does not allow me to report an issue. #2) My order 1Z6A[redacted][redacted], an ORBI rbs20, arrived today, but it is not working properly. The unit's red power light is flashing, indicating corrupted firmware according to Netgear. I need to return this non-functional unit. I attempted to contact the seller, but I did not receive any confirmation email that the message was successfully sent.

Subject: Help Needed with Damaged Item Due to Shipping Dear Team, I hope this message finds you well. My name is Jasmine Lee, and I am reaching out regarding an issue with a recently sold item that arrived damaged. Enclosed below are images of the item during listing, the condition when shipped, and the state upon delivery. I took every precaution to pack the item securely, including double wrapping it in bubble wrap, reinforcing the corners with cardboard, and using the USPS packing slip from Mercari. However, despite my efforts, the damage occurred in transit, and I believe neither the buyer nor I should bear responsibility for it. I kindly request a fair resolution where both the buyer and I are compensated appropriately for our losses. I aim to receive the correct amount for selling the item in its New Without Tags state, and the buyer should be duly compensated for the damage incurred during shipping. Your attention to this matter is greatly appreciated. Thank you for your assistance in addressing and resolving this issue promptly. Warm regards, Jasmine Lee

I recently sold an item on Mercari and want to update my shipping method. Initially, I opted to use Mercari's prepaid shipping label, but now I prefer to ship the item myself with a PayPal shipping label. I mistakenly input the wrong weight for the item, and I understand that shipping through Mercari may not be the most cost-effective option for me. I am looking to cancel the existing shipping label I generated and switch to shipping it myself. I am seeking guidance on how to navigate these changes.

I bought a Gucci Disco bag that ended up being a replica. The bag did not come with tags or a dust bag as it was supposed to. I was informed by another Mercari member that the seller had previously sold the same fake bag to someone else who returned it. The item number is m[redacted]3. Mercari should be monitoring sellers who are caught selling fake items and preventing them from relisting such items. What can I do now?