Mercari Customer Service Issues

I purchased two bras for $40 that were described as "like new" on Mercari. Unfortunately, when I received them, one had deodorant stains on the underarms, and the other had stains inside the cups. I reached out to Mercari Support and initially was instructed by a person named "Prince" to return the items for a full refund. However, due to being disabled and the current circumstances with COVID-19, I explained that it would be unsafe for me to go to the post office. I requested Mercari credits instead of a refund. Another Support agent named "Rica" took over the conversation and insisted that I find someone to return the bras, which was not possible as I live alone. Despite the items not being in the condition they were listed, both "Prince" and "Rica" denied my request for credits. I have screenshots of the entire conversation and feel this situation was handled unfairly. I simply wanted Mercari credits to cover the cost of the stained bras that were supposed to be in "like new" condition.

I am seeking a return for the Origami Owl heart locket because the size was incorrect for my autistic daughter. The seller advised me to return it within 3 days, and I dispatched the item on the morning of the second day. I did not take photos as I trusted her return policy. The seller now insists that I need to start the return process. The website does not provide a form or a reason for ineligibility for return, despite it being within the 3-day window. I require a refund promptly as the item is in transit back to the seller and she agreed to the return. I have shared the conversation history with the seller, including tracking details. Please confirm the reimbursement will be processed to the original payment method. The current support process lacks clarity and user-friendliness, placing emphasis on contacting the seller which proved to be insufficient in my case.

Hello, I appreciate the credits, but my address is secure with a gate. It's not my fault the package was lost due to the post office's negligence, not my secure location. I've been a loyal buyer and seller on this platform for about 3 years without delivery issues. If this happens again due to factors beyond my control, I expect a refund. I'm disappointed by your statement about not issuing a refund for something lost that wasn't my fault. Please confirm if I was credited for the other lost item as well. I've sent several messages about refunds for two orders delivered to the wrong building due to a mailman error, not mine. I hope for a proper resolution without further back and forth. Thank you.

I purchased a used original model Xbox for $[redacted]. However, upon receiving it, I realized the listing was misleading as it implied issues with the controller and not the console itself. I missed a message from the seller until today when I went to request a refund. Now, I have a broken Xbox that I cannot return as the item is marked non-returnable. This is my first time using this app, and the lack of customer service is frustrating. I am seeking a refund and will contact PayPal if necessary. The console seems to have missing parts as it rattles when moved, but I am hesitant to open it and risk voiding the return. Any assistance would be appreciated.

This process of adopting a child is important to me, and I am experiencing difficulties purchasing items through your app. After registering, the app still identifies me as an unregistered user, hindering my ability to pay. My attempts to contact customer service have been unsuccessful, and creating a new account is not an option as my phone is already associated with one. I am frustrated as I don't want others to purchase the items I need. I have invested nearly $[redacted] into these items and am at a loss. Despite following the app's instructions, I am stuck in a loop of issues and feel let down by the lack of functionality and support. If these issues persist, I may have to seek alternatives to using your app or website in the future.

I recently purchased an item that appears to be counterfeit on the Mercari App. The seller is using the name Sparkle Queen and is selling jewelry sets that are supposed to be Italian made sterling silver but are actually plated base metal. The ring broke easily, revealing it's not sterling silver. I contacted the seller for a refund, but she blocked me after I pointed out the issue. I reported the problem on the app, but customer service couldn't assist due to COVID-19 limitations. The seller is misleading buyers by claiming the items are sterling silver when they are low-quality plated pieces. I hope to receive a full refund, and Mercari should address this fraudulent behavior to protect other customers.

Multiple reports have been made regarding sellers offering counterfeit items on your platform without any action being taken. Sellers like shamiya.A, D's stuff, Nayya, Debbie Rodrig, Ryan, and dcgravesg have sold various counterfeit items, violating federal laws in the United States. It is crucial that the authenticity of reported items is verified before allowing transactions, as buyers are unknowingly purchasing fake products due to this oversight. Immediate action is necessary to address this issue within 24 hours to comply with federal regulations and protect buyers from purchasing counterfeit goods.

Hello, I recently listed an item for sale as lightly used and provided the customer with detailed information about it. Upon delivery of the item on 04-25-20, the customer immediately requested a refund without explaining why. The product is genuine, not counterfeit, and is covered by a lifetime warranty from the manufacturer. Prior to shipping, the item was tested and confirmed to be in perfect working condition. The buyer's quick refund request doesn't allow sufficient time to test or use the item. Any guidance or assistance on this matter would be appreciated. Thank you for your attention during these challenging times and for your support. Best, Brian.

Hello, I wanted to bring to your attention an issue with a recent sale I made. I listed an item, clearly describing it as lightly used and addressing any inquiries the buyer had. Upon delivery on 04-25-20, the customer immediately requested a refund without providing a reason for the return. The product is authentic, registered with the manufacturer, and covered by a lifetime warranty. Prior to shipping, the item was tested and confirmed to be in perfect working condition. The buyer's requested refund timeframe doesn't allow for adequate testing or use of the item. The item ID is m[redacted]2, and the tracking number is [redacted][redacted][redacted]. I would appreciate any assistance or guidance on this matter. Thank you for your understanding and support during these challenging times. Best regards, Brian

Hello, I recently listed an item for sale as lightly used and provided full details to the customer. The product was delivered today (04-25-20), and shortly after delivery, the customer requested a refund without explaining any damage during shipping or a reason for the return. The item is genuine, not counterfeit, and is covered by a lifetime warranty from the manufacturer. Before shipping, the product was tested and confirmed to be fully operational. It seems unlikely that any issues exist with the item within the short time frame given for testing. I appreciate any assistance or advice you can offer. Thank you for your time and support during these challenging times. Stay safe. Best regards, Brian

The buyer, "J B," requested a return, claiming the item arrived broken. I reached out to Mercari support, providing photos as proof. Despite the item falling within their return policy, "J B" ignored my emails but later said the return was approved due to USPS shipping materials. I provided more photo evidence that I used the correct packaging. Mercari closed my case without allowing further contact. In the meantime, "J B" deleted the item from my selling page and canceled the order. I have yet to receive the return from the buyer and can't locate my item on my page. I followed Mercari's rules, yet my valuable item is gone due to Mercari/J B's actions. I am seeking reimbursement for my item and an apology for the unprofessional conduct.

There have been multiple reports by different Mercari customers regarding sellers listing counterfeit items. Despite being reported, sellers like gooddealsabdsteals, dcgravesg, Ryan, D's stuff, shamiya.A, Becca Harrison, Debbie Rodrig, Nayya, pelinegra27, and Kash have continued to list counterfeit MK items. These sellers have been informed about their counterfeit listings but have ignored the warnings. It seems that Mercari has received numerous reports regarding these counterfeit items but has not taken action. I will include these items in my report to address this ongoing issue.

Hello! I need assistance with two orders I placed recently. On March 9th, I bought a "14k gold chain and pendant" from seller Jay Love in Georgia (Item ID: m[redacted]28). The total payment, including tax and shipping, was $32.46. The second item, purchased on March 12th at 12:49 PM from seller Charlsova 65 in Missouri (Item ID: m[redacted]5), cost $10.85. Despite my inquiries, I haven't received any updates on the items' status from either seller. I'm hoping to resolve this issue soon as I enjoy shopping on Mercari and have had positive experiences so far. Thank you for your help in advance!

Hello! I create custom Amiibo figures using my own materials and creativity. Recently, I received warnings about listing prohibited items that were similar to others being sold. I have since updated my listings with original photos, yet I continue to receive warnings for counterfeit products. It seems my competitors may be reporting my listings. Last night, my account privileges were restricted, preventing me from managing transactions or communicating with customers. This morning, I received an email informing me that my account has been closed. They mentioned allowing me to withdraw my funds before the final closure. I have been reaching out for assistance, but have not received any help. I simply wish to have my account reinstated.

Hello, I received multiple items without issue recently. One of these was a Kate Spade tote I ordered from Deals for Less around April 13th. While my package experienced delays in other states, I understood the situation. Upon reaching Seattle, it was transferred to a different location before progressing to Tacoma. As I've had numerous deliveries this month without any problems, I eagerly awaited its arrival in Olympia, my current residence. Though the tracking status indicated it was out for delivery, it never arrived. Last Friday, I was home when the mail carrier requested an additional $91 for postage. Feeling frustrated, I visited the post office. They measured the large box in my presence and explained that its size dictated the high postage cost. I promptly contacted the seller about this issue, but their reply was unsatisfactory. Refusing to pay the excessive fee, I have not accepted the delivery and am seeking a refund. Thank you.

Hi, I hope this message finds you well. I apologize for the inconvenience, but I am experiencing an issue with a recent purchase. I bought a humidifier for $15, and although the seller confirmed it was delivered, I have not received it. Unfortunately, there was no tracking number provided for me to locate the item's whereabouts. When I requested a refund, I was prompted to rate the seller, which I cannot do without receiving the product or tracking it. I kindly request your assistance in looking into this matter for me. I am not accustomed to buying on Mercari, usually only selling, and this situation has made me hesitant to make future purchases on the platform. Here are the details: - Seller: HomeHutch - Item: Elegant Wood Style Humidifier - Item ID: m[redacted]2 - Cost: $17 - Carrier: DHL Express - My email: [redacted] Thank you for taking the time to address this. I appreciate your help in resolving this issue. Warm regards, Katy Lewis

I received a package today from a seller on Mercari that did not bother to wrap the makeup product at all. There was no bubble wrap or any protective material, and the box arrived ripped because it wasn't properly secured. Given the current situation with the coronavirus, it's important for items to be well-wrapped and secure during shipping. I messaged the seller privately to inquire about the packaging, and she responded with inappropriate language and hostility. I have screenshots of the conversation as proof. This kind of behavior is unacceptable, especially from a seller who has been on the platform for a while. I have never experienced such carelessness with packaging from sellers on Mercari, Poshmark, or eBay before.

The jacket I received was advertised as a "Columbia Women's OutDry Ex Reign Jacket size large," but it is not the correct model. Despite no tags and no pictures of the inside, it is evident that this is not the jacket described. Contacting anyone from the company by phone has proven challenging. The app on my phone is not functioning properly for initiating a return; only purchases made through the computer are showing up. Uploading the required four pictures for the return from my phone to the computer has been unsuccessful, leading to over an hour wasted on this task. The jacket is not as described, and I have been unable to successfully communicate with the seller for the past 24 hours. I have expressed my frustrations to the seller and attempted to initiate the return without success. Having bought items on eBay and Poshmark without such difficulties, I find this return process unnecessarily complicated. I hope the company upholds its commitment to buyers in cases like mine.

A seller with the username joshlevey3 has taken an item from me and resold it on Mercari. Despite admitting to the sale, he has not refunded me. Unfortunately, I am unable to report the situation or find any customer service option on the website to address my concern. The item in question is a nearly new set of Series 2 AirPods valued at $[redacted]. This seller's behavior, including reportedly not sharing proceeds from other sales, warrants investigation. It is distressing to be unable to take action against him directly on the platform. I kindly request a prompt response while maintaining my anonymity. Interaction with Josh Levey has been confrontational, and he must compensate me for the item he sold. It is concerning that he continues to operate his business while engaging in such unethical practices with multiple individuals' belongings. Thank you for addressing this matter promptly.

My username is Oskar333. On April 21st, I ordered a $68 barstool plus $4.51 for a total of $72.51 from "Keelash 22". It was shipped on April 22nd and arrived on April 28th. The packaging was in poor condition. Upon opening it on April 29th, I found a major part was missing, the vertical steel tube for mounting the chair to the base. This led to multiple email exchanges with Keelash 22, requesting the missing part to be shipped instead of having to deal with the inconvenience of repackaging and sending it back. After several attempts to get a replacement, the seller blocked me from further communication. I am now seeking advice on how to get a refund and potentially leave a rating for Keelash 22. Thank you for any help in this matter.