Mercari Customer Service Issues

Dear Sir or Madam, My name is Stella S. from Aurora, Colorado. I recently made a purchase of Cathy Parks' ATI flashcards on Mercari and encountered issues with the seller, Victoria J. After agreeing on a revised price for 5 sets of flashcards and making a payment of $[redacted] via Cash App, Victoria failed to provide the correct tracking number and did not send the hard copy as promised. I have copies of our email exchanges and noticed Victoria deleted her messages on the website. I believe I have been a victim of a scam. I am seeking assistance in obtaining my $25 refund from Victoria. Thank you, Stella

I want to inform you that all the CBD products I offer comply with the FDA regulations, as the THC level is below 0.03%. I ensure that customers can access these beneficial items legally. However, I encountered difficulties while using the website to list these approved items. The "send" button was not functional, preventing my products from getting listed. I want clarification on why I am facing obstacles in listing FDA-approved products that have proven health benefits. If there are specific restrictions related to CBD products on your platform, please communicate that clearly to avoid any confusion.

I purchased a MacBook Pro 15 inch [redacted] on Mercari and all seemed well until the delivery day. I waited all day, but when I checked the tracking, it showed the package had been delivered, yet I didn't receive anything. After contacting UPS, I learned the package I was tracking wasn't for me. Despite informing the seller, who claimed the package had the correct details, the issue persisted. Mercari's customer service was unhelpful, repeatedly asking me to wait three days. When I followed up, they escalated the case with no response for a week. The tracking showed the package was sent from a different state than the seller. Finally, Mercari completed the transaction, leaving me without the computer and the seller with my money. I urgently need assistance as this has been a significant financial loss for me.

I used a large flat rate box to ship an item through the Mercari app, but the shipping options didn't include this choice. I selected a weight close to the large flat rate box's cost, paid extra to print the label online, and had it picked up by the postman the next day. However, Mercari is trying to verify the tracking number, which doesn't match theirs. I have a receipt for the new label I paid for, and the tracking number on it can show that the package was picked up. I need to inform Mercari of the situation to ensure I still receive payment, as a discrepancy in the tracking number could result in a payment issue.

I recently purchased a lot of 40 lbs of jewelry only to discover missing items and counterfeit pieces, including fake Tiffany and Co items. Counterfeit goods are illegal to sell, and not receiving the items as pictured is misleading. I rated the seller quickly due to the time it took me to thoroughly inspect everything. Upon realizing the Tiffany bracelet was fake and the Tiffany brooch was missing, I informed the seller, only to be blocked. I paid a significant amount expecting genuine Tiffany and Co items, but it appears the seller misrepresented the lot. Selling fake high-end items is against the law, and I believe I should not be at a loss for counterfeit and missing items. This situation is unacceptable and should not be tolerated.

I am having issues with the seller regarding an order I placed for a Vintage Keystone K100 movie projector. The item was damaged upon arrival and did not include the reel that was pictured in the listing. Despite multiple attempts, I have been unable to log into my account to address the password reset. The description of the item claimed it was in excellent condition, but it arrived broken and missing parts. I am frustrated by the lack of seller contact information accessibility on the Order Status page due to login issues. I plan to contact PayPal to report this situation as I am dissatisfied with the purchase. I am experienced with online transactions and have encountered similar problems before. It is crucial for sellers to pack items securely to avoid damage during shipping. I have documented the damage with photos and will consider returning the item if the missing parts are promptly provided.

I received my watch today and was eagerly anticipating opening the package after my fiance notified me of its arrival. However, upon inspection, I discovered that the watch was described as being in like-new condition, yet there was no mention of a dead battery by the seller. Additionally, a friend who repairs watches pointed out that the back was cross-threaded, making it difficult to access. I am seeking a refund for this purchase. I inadvertently left a positive review before actually examining the watch, as I was excited when my fiance called. The watch was also meant to arrive on Monday but came on Saturday. Given my current pregnancy and heightened emotions, I kindly request a prompt response. Thank you.

I received the watch today, and my excitement quickly turned into disappointment. The watch was described as being in "like new" condition, but not a word was said about the dead battery or the fact that the back was cross-threaded making it impossible to open. I need a refund urgently. Unfortunately, due to my premature excitement upon my fiance's call, I left a glowing review without inspecting the watch first. This whole situation has been exacerbated by the fact that it arrived on Saturday instead of the anticipated Monday. Being pregnant, my emotions are heightened, and I am just hoping for a swift refund to my card. Please, I urge you to respond promptly to address this issue.

I received the watch today that I ordered, and I was eagerly anticipating it when my fiance informed me it had arrived. Later, upon opening the box, I noticed that the watch was described as being in "like new" condition with no mention of a dead battery by the seller. Subsequently, a friend who repairs watches pointed out that the back was cross-threaded, making it difficult to access. I am disappointed with the condition and would like a refund. Unfortunately, my excitement led me to leave a positive review even before examining the watch. Additionally, the delivery was early, arriving on Saturday instead of Monday as expected. In my current emotional state due to pregnancy, I regret not waiting to evaluate the watch before rating the seller. Please address this matter promptly. Thank you.

I received my watch today and was eager to open it after my fiance mentioned its arrival earlier. However, upon inspection, I noticed the watch is in worse condition than described by the seller. It was not specified that the battery was dead, and a friend who repairs watches informed me that the back is difficult to remove due to cross-threading. I would like a refund as soon as possible. I mistakenly wrote a positive review before examining the product due to my initial excitement. Additionally, the watch arrived on Saturday when it was expected on Monday. As I am currently experiencing pregnancy-related emotional fluctuations, I hope for a prompt resolution. Please contact me at [redacted]

I recently sold a signed autographed basketball to a customer who is now requesting a refund because the signature on the ball was not what he expected. I included photos of all the signatures in the ad, gave him a good deal, free shipping, and extra items like bracelets, a jewelry box, and a watch. I even shipped it to him quickly. The customer was specifically seeking a Carmelo Anthony signature, which I never claimed to have on the basketball. I believe this misunderstanding is on his end, and he should not return the order. Our message history shows that I was transparent about the product and even clarified the number of free watches he would receive before shipping. Despite my efforts to explain, he now wants to return the item because of this perceived issue.

I purchased a Lego set for $[redacted], totaling $[redacted].22 with shipping and taxes, but unfortunately, it is not as described. When I inquired about missing pieces, the seller mentioned most should be there, but upon inspection, around 30% of the set is incomplete and some pieces are discolored yellow. I tried reaching out to the seller without success, and Mercari has proved unhelpful as well, lacking any customer service support.

I am D. and I wanted to share my recent experience with an order from Mercari. Unfortunately, Order ID M[redacted]49 arrived very incomplete, missing bag 2 out of 7 bags of pieces, even though I paid $92.01. The package was delivered on Tuesday, April 7, and upon opening it on April 9 for a child's birthday, we realized the missing pieces. Despite my efforts to contact Mercari for a resolution, I have been unable to do so. The website seems to lead me in circles and there hasn't been any response to my phone calls. I am hoping the seller can send me the missing bag of pieces, bag #2, or if that's not feasible, I would like a refund for the incomplete order. This way, I can return the set as it cannot be fully constructed without the missing pieces. Thank you for your help.

I encountered an issue where I had to print the same label twice as the item did not fit in one box. Regrettably, the second box with an expensive Doona car seat base went missing during transit. The recipient acknowledged the car seat but is awaiting the base, which was shipped separately. UPS is assisting in locating the missing base. Despite multiple attempts, the recipient did not provide the tracking number to UPS during their visit. I am frustrated as communication seems blocked, making it hard to address the situation efficiently. I am eager for a resolution whether by retrieving the car seat or refunding the payment. Your prompt attention in resolving this matter will be much appreciated. Thank you for your assistance. Sincerely, E.M. (Item M[redacted]1)

I recently received a notification informing me that one of the dresses I intended to buy has been canceled. I was surprised by this as I was about to make the purchase. I believe it's important to know the reason behind the cancellation, especially since too many cancellations can impact future purchases on Mercari.com. Your assistance in clarifying the situation would be greatly appreciated. Thank you. - Carla J. Kimmerly.

I have been trying to reach Mercury for the third time now regarding the issue with the 27” 5K iMac I received on Thursday afternoon. The screen has a crack and there is a broken piece of glass in the upper left corner, which is unacceptable considering the $[redacted] price tag. Despite contacting the seller on Mercari's app, I am unable to process a refund without involving Mercury. The item ID in question is m[redacted]2. Due to Covid restrictions, I have been unable to speak to a representative over the phone. I am growing concerned about the 3-day review period ending without resolution, as pressing the "Request return" button on Mercari's Help Center does not qualify the broken item for return. The lack of customer service during such a crucial time is very frustrating, and I do not wish to be charged $[redacted] for a damaged iMac. I hope to receive a prompt response and avoid unauthorized payment to the seller after the review period expires.

When I initially set up my account, I entered my name as "Alaztrea shop" along with my then-current address. Upon moving, I updated the address on the account to reflect my new residence. However, I couldn't figure out how to remove the old address, so both were listed under my name. A week ago, I tried to make a purchase only to find out my account was suspended. Upon inquiry, I was informed that I needed to update my identification, which I promptly did using my driver's license. Despite that, I was told that "Alaztrea shop" needed to verify the ID. I've explained that it's all me, but they seem unable to recognize that the two addresses belong to the same person. The credit card displays my name and matches my driver's license information. I've followed their verification link multiple times, even submitting a picture of the process, yet after a week, my account remains closed due to the incomplete verification by "Alaztrea shop." It's incredibly frustrating as I'm unable to transfer the remaining balance to my bank. If only I could access my funds and close the account, I would be satisfied.

I purchased item M[redacted]4 for $64.60 but it was mistakenly rated three days before I received it, as shown by the tracking information. The item arrived damaged and crushed. When I contacted the seller immediately, they refused to help, claiming they were rated and won't do anything. Filing a shipping damage claim and refunding me would cost the seller nothing. Mercari needs to hold sellers to higher standards to prevent fraud, as condoning such practices makes them complicit in fraudulent activities. It is not an excuse for Mercari to hide behind policies to avoid liability. The seller simply needs to take photos of the damage and file a claim, yet they refuse, stating that Mercari supports them according to policy. Mercari must address this issue, either by refunding me or ensuring the seller files a claim to reimburse me. Otherwise, if enough affected parties come together, a class-action lawsuit may be pursued, with cost not being an issue. This negative experience may deter potential sellers like Mr. Wheeler, who is successful on eBay, generating substantial income. Ultimately, Mercari stands to lose more than $64 in legal fees if they are complicit in fraud.

I am extremely disappointed with the handling of my recent purchase. I patiently waited through the delay due to covid-19, but after my claim was denied four days ago, I am very frustrated. The initial image I submitted clearly showed the inadequate packaging of just one thin square of bubble wrap, causing the items to shift and be damaged during delivery. The seller already agreed to refund me, so I find it unreasonable that the company now expects detailed photos of the packaging and shipping label. Following the refund protocol and guidelines did not mention this requirement. Unfortunately, I no longer have the shipping label or the one piece of bubble wrap after two months. If this issue is not resolved promptly, I will have no choice but to escalate it to the Better Business Bureau or another appropriate feedback platform. I look forward to a professional response. Sincerely, Brenda H.

Hello Mercari, my name is Trina D. I recently shipped three items in one box with a single label, which has caused issues with tracking visibility and payment processing on the app. I need to provide proof to Mercari that the customer received all three items to ensure I receive payment. Although the labels were not scanned, the package has now been delivered. I have informed the customer about the situation and requested they confirm in their review that they received all items. This confirmation could serve as proof for me to receive payment.