Mercari Customer Service Issues

I purchased an Apple Watch from a seller. Upon receiving it, I attempted to connect it to my phone but received a message stating it was still linked to the previous owner's phone. I asked the seller to disconnect it, which took a day or two. However, even after that, I still couldn't connect it. As a new user of Mercari, I went ahead and left a rating. When the seller finally agreed to disconnect the watch from his phone, he now wants me to return it without offering a refund.

My account got frozen while I was in the middle of posting on Mercari, they needed to verify my identity. I've given them my SSN and DOB as they asked. I really need access to my funds. I am dealing with health issues without insurance and this is my only source of income to avoid drowning in debt. I have an urgent bill due by Friday, and potential buyers interested in my items are waiting. I've informed them that my items are from Hollar between 2[redacted] when I used to shop compulsively.

I received a card listed in "like new" condition, but upon arrival, it had scratches all over it. The seller acknowledged this and agreed to a refund, but is unsure how to process it. When I try to request a refund, I only encounter Q&A prompts and am informed that the seller has been rated. I had messaged about the poor condition days before the seller was rated for me. Despite the seller offering a refund without requesting the card back due to its poor state, I am struggling to reach anyone via phone for assistance. I urgently require a refund considering the card's unusable condition. Your help resolving this issue would be greatly appreciated.

I received the stroller blanket today, and unfortunately, it has multiple holes that were not disclosed in the listing. I attempted to request a refund but encountered issues. The blanket cost me $36, and I am eager to return it for a refund. Despite reaching out to the seller and attempting to contact customer service, I have not received a response. I even tried calling but was disconnected after a 20-minute wait. I can provide photos of the damaged blanket. I appreciate your prompt assistance in resolving this matter. Thank you.

Dear forum members, I am Becca Garretson, and I have been expecting a payment of $59.50 for selling two items almost a week and a half ago. However, the payment has not been received in my bank account. I have updated my account number to troubleshoot the issue, but the payment has not reflected in either account. The items sold were Lululemon leggings and a Lululemon purple shirt, totaling $59.50. Any assistance you can provide would be greatly appreciated. Thank you for your attention to this matter. Sincerely, BG

I received two broken items from a seller. Both arrived damaged, and it's evident that they were broken prior to shipping, as one was visibly super glued. I am dissatisfied with this purchase and request a full refund for both items. The seller described box damage, which was acceptable, but the photos provided did not reveal the extent of the damage to the items.

Hello, this is Zig, also known as Carol Lee Smith. I recently tried to interact with Kristy Tol's site but found that I am blocked. We have enjoyed pleasant chats in the past, and I am puzzled by this blockage. I reached out to express my intention to bid on her Mother Dolphin and Baby item, commenting on her daughter's graduation picture and explaining my need to budget. I admire her dedication to her daughter's education. We previously discussed a candle holder issue, and I sought a solution through a friend who could modify it. I am concerned about being blocked without clear reasons and would like assistance in resolving this matter. I value respectful communication and wish to resolve any misunderstandings. I appreciate having spoken with John about a past purchase concern, and I look forward to your email and contacting you by phone. Thank you for your help. - Carol Lee Smith

Hello, I recently purchased an Orange Theory heart rate monitor on Mercari. The seller initially seemed great - very communicative and shipped it quickly! Sadly, the monitor is not functioning. I've attempted to use it several times at my Orange Theory fitness studio, where staff believe it's defective. I contacted the seller, who responded somewhat unpleasantly. The issue is that once an item is shipped, there's a prompt to rate the seller. I ensured the monitor powered on and charged but hadn't tried it at the studio before needing to rate the seller. The device is faulty, and the seller's responses have been unreasonable after I expressed feeling deceived. Despite her selling a faulty product, she's being rude. I'm willing to return it for a refund.

Hello there! I recently bought a pair of shoes, but encountered a shipping problem as the package was returned to the seller despite using the provided Mercari label. The seller claims they have not received the package back and I have received a refund. I'm being prompted to rate the seller even though the issue is unresolved. I still want the shoes, but it seems like the package is lost by USPS. The seller has reached out too. The USPS tracking number for the shipment is [redacted][redacted][redacted]. Any assistance would be appreciated. Thank you!

I sent an item to a buyer 11 days ago, and it was marked as received before the order got canceled when I tried to rate the buyer. I cannot get the money for the Steve Madden bag I sold. Additionally, I had complications with shipping to another buyer, and their account seems to have been deleted. I contacted Mercari about these issues but was hung up on twice when I called and received no response to my emails. I just want to resolve this by getting paid for the bag, as the other order was returned. Thank you.

Regarding item # M[redacted]4, the buyer returned the shoes, claiming the soles fell off when she tried them on. My wife briefly wore them before we sent them out. We believe the buyer had them shined afterward, potentially causing the issue with the soles. I'm unsure if I need to refund the buyer including the prepaid shipping twice, or if she hadn't paid for them as I haven't seen any refund in my account yet. Also, your contest that began on 3/15 for coupons had unclear instructions on enrolling for the coupons when listing items. I listed 22 items on 3/15, does this make me eligible for the star & coupon contest? Leon Lewis

My Google account, device, emails, and phone number have all been hacked. The hackers are even accessing my bank account information and making purchases on Mercari under my name. Please contact my mom at [redacted] instead of emailing me, as my email has been compromised. Please ensure it's me when you speak with me as they can intercept calls. I need you to freeze my account to prevent further purchases. My address has not changed since I started using your services. Please contact my mom to secure my account. Thank you.

I recently purchased an item from the Mercari website at the following link: [redacted]. Upon receiving the item, I discovered several discrepancies that led me to believe it is not authentic. I have compared the item to two reference websites and another pair of shoes I own. The purchased shoes are missing important authenticating features such as a Nike symbol instead of a patent number on the bottom, incorrect tag placement on the removable sole, and manufacturing in Vietnam instead of China. There are also stitching and print alignment issues compared to authentic shoes. Furthermore, the Help Center indicates that the item is not eligible for return, but this information was not disclosed in the listing. Mercari's return policy includes exceptions for potentially counterfeit items, which I believe this purchase falls under. I am prepared to provide photos of both the purchased shoes and my authentic pair, as well as my credit card statement for verification. I am confused as to why I cannot file a claim for this purchase being counterfeit or misrepresented in the listing. I intend to escalate this issue with PayPal as well.

I am currently trying to find a valid phone number for Mercari to escalate an issue I am facing with my hacked accounts, including my Mercari account. The hacker has taken control of my email and all my accounts. For security reasons, please refrain from contacting me through my compromised phone or email. I have not conducted any transactions recently. Kindly freeze my Mercari account to prevent any unauthorized activity. You can reach me through a message line at [redacted] to provide instructions once I set up a new email address on a different server. I am unable to receive communication on my devices due to the ongoing hacking situation. Any help in resolving this matter promptly is appreciated. Thank you for understanding and assisting me during this challenging time.

As a new seller on Mercari, I aim to operate within the platform's guidelines. I source my items from liquidation pallets, which results in a range of brands like Marc New York, Guess, and Karl Lagerfeld Paris. Without expertise in authenticating these designer items, I'm unsure how to proceed. I want to ensure I don't unintentionally sell counterfeit items but still list the products I have. I currently have some wallets listed but I'm open to removing them if necessary. Would it be acceptable to disclose in the listings that I can't confirm the authenticity of these items? I'm new to reselling, just started 3 weeks ago, and certainly don't want to risk my Mercari account. Any advice you can provide would be greatly appreciated. Thank you! My username on Mercari is youreverydayhome. -JT

I purchased a Disney Mouse Ears Hat that hasn't been delivered. The tracking shows it was signed for by someone named "Ddebbie" in Cape Coral, Florida, a day after leaving California. The seller contacted Mercari and FedEx, but the package hasn't arrived. I need your help as I paid through Mercari. Please assist in resolving this issue and refunding my money. It's my first time using this platform, and it has been quite a hassle. I understand it's a busy time, but this situation is important to me. I'll attach a screenshot of the current tracking details. Thank you for your help, I look forward to your response. Sincerely, K. Barajas

Upon reaching my son's location, I quickly inspected the Apple 5 watch I bought. Although it seemed fine, it failed to charge after two days. Despite my efforts following YouTube tutorials, it remains unresponsive, displaying a red and green snake-like image. The seller's suggestion to contact Apple as the watch is still under warranty hasn't resolved the issue, leaving me distressed about the $[redacted] spent on the watch, additional bands, and chargers. I even bought a second charger stand assuming the first was faulty. Now I'm left with a non-functional watch and no clear path to a solution. I've attempted various methods to contact the seller on Mercari during this week without success, feeling lost and unsure what steps to take next.

I, Marla C de BCA RODRIGUEZ, was hacked about a month ago, and all my accounts, including my Google email, were compromised. While I've recovered most of my belongings, I need your assistance in securing my account as it was originally set up by me. Any recent orders or changes made, such as shipping addresses, were done by the hackers, not by me. I plan to resume selling with you once the current situation with the coronavirus improves, and I wish the hackers good health, though their actions will have consequences. Please ensure my accounts are secure, reverse any unauthorized transactions, and restore my emails and Google account. Let's resolve this matter promptly to avoid legal actions. Your cooperation in this regard is appreciated.

Dear Mercari, I need assistance regarding a recent shipment issue. On March 8th, I sent a Pokemon Platinum DS game to Devin Lopez with tracking number [redacted][redacted][redacted]. Devin informed me that he received the package in poor condition with a post office bag apologizing for the damage but the game was missing. I spoke to a USPS worker who found the situation unusual and doubted the authenticity. Devin mentioned filing a report online with USPS, but there is no record of it according to the USPS worker, raising suspicion of a possible scam. I am willing to verify the package's condition but cannot receive pictures as Devin is unable to email me. Moreover, Devin's account has only one rating, and the circumstances suggest a suspicious situation that may be a scam. Thank you, Jason G. (Dedicated Seller and Buyer) Phone: [redacted] Email: [redacted]

I'm Horanman, and I've had my listings for Playboy magazines removed twice for inappropriate content, unlike many others who seem to sell them without issues. It seems my competition might be reporting my listings unfairly. I have a collection of Playboys from my dad and need to sell them for income during the pandemic since I'm currently unemployed. I'm willing to escalate this if not resolved properly and expect a prompt response to address this matter effectively.