Mercari Customer Service Issues

Hello, Today marks the second instance where I purchased an item on Mercari that was not accurately described. The first time, I encountered an issue with an American Girl Doll. The seller failed to disclose all the flaws, leading to a cancellation that we both agreed upon. This situation arose due to Mercari's limited category system, which restricts certain brands from being listed. Today, I encountered a similar problem with dolls listed as American Girl when they are actually Our Generation Dolls. Despite reaching out, the seller remains unresponsive. I feel compelled to cancel the order, as I shouldn't bear the responsibility for sellers' listing mistakes, especially when they provide few details and limited photos. I believe in fair representation and will proceed with canceling the order. I trust that this action will not result in negative feedback on my seller's page. Regards, Dottie O.

I purchased a Skip Hop baby footmuff for an upcoming family trip, but I received a used item that was not as described. The condition was far from "like new" as stated, with numerous marks and dirt inside, and even a used pacifier left in the pocket. I was unable to meet the 3-day return policy deadline due to my imminent trip. Upon leaving an honest review, the seller claimed they received it as a gift and didn't inspect it before selling. I find it unfair that I cannot amend my review or request a refund after posting it. This experience has left me considering deleting my account to avoid such situations in the future. I suggest extending the return request period and allowing buyers to edit reviews post-return.

I sold a Kay’s 10 karat white gold diamond engagement ring, item number: m[redacted]7, to a buyer. The ring is stamped 10k inside. I wrapped it in the original Kay’s box and included the paperwork as shown in the pictures. The buyer now wants to return it, but won’t provide a reason. I suspect they may want to return a different ring or simply changed their mind. I was completely honest about the ring's condition, and I’m concerned about receiving a different ring back. I believe the ring is as described, and I feel uncomfortable accepting a return without a valid reason. I’d appreciate it if you could assist me in understanding why they want to return the ring. Thank you for your help.

Hello! I'm unsure if it's permitted to report individuals here, but I recently came across a specific shirt I was searching for. Interestingly, the seller used photos from a boutique website without authorization. Upon closer inspection, it's quite evident that the item is not as described. This isn't an isolated case as the seller seems to have repeated this with other products. Multiple reviews mention discrepancies between the listed items and what was received. I thought it was important to bring this to your attention to prevent others from unintentionally purchasing misrepresented goods.

I am seeking an exception to the "all sales final" policy for my defective Betula Vinja footwear. The straps between the toes are twisted, causing discomfort and making it unbearable to walk. I acknowledge my mistake of rating the item before trying it on, based solely on the fast delivery. I did not anticipate a slipper type footwear to be defective in its original packaging. I have contacted the seller, who is willing to accept the return, but they have stated that Mercari must approve the return. I feel ethically wrong reselling the faulty item to someone else. I paid $50 and consider this a lesson learned to always try on items before making a final assessment. I kindly ask for this one-time return exception. The seller is prepared to refund the purchase, pending Mercari's approval. I hope my request can be accommodated. This is my first purchase on Mercari. Thank you, Shirlen

Hello, I am encountering difficulties reaching Mercari. I had to navigate multiple steps to email Mercari. I have a few concerns. Firstly, I was billed twice by Mercari for unknown reasons. Typically, my purchases on the site amount to round figures, like $12 instead of $12.80. However, I found two charges on my credit card, one on October 27, [redacted], and the other on October 26, [redacted], both from MERCARI POS in San Francisco, CA. I did not make any corresponding purchases to warrant these charges. Secondly, I ordered a PINK (Victoria Secret) Robe & Slippers (Item number m[redacted]5) on October 2, [redacted], which remains unshipped. Additionally, I ordered a Victoria Secret PJ set (Order number m[redacted]5) on October 23, [redacted], and it has yet to be shipped, despite the usual 3-day shipping time frame. The options provided by Mercari to address these issues have not been helpful, and I am unable to contact the sellers to resolve these problems. I have resolved the $12.80 discrepancy on my credit card. Thank you for your assistance. Best, Pam P.

Hello! My username is Maya, and it's connected to my email. I recently sold a pair of Lululemon leggings to a buyer who requested a return which was approved by your team. However, there seems to be some confusion as the item met all the necessary criteria. The leggings were accurately described, genuine Lululemon, not prohibited, the listing included any damages, and the correct item was shipped. If the buyer simply didn't like the fit, I would prefer to avoid the hassle of selling it again. While I understand the buyer can return the item, I would like to keep the earnings since there was no valid reason for the return approval. Thank you, Maya.

I purchased a graphics card from the user "sikai." The item was supposed to arrive before my return from vacation, but when I got home, it was missing. The tracking indicates it was delivered to someone, but no one was there. Despite searching the neighborhood, the item remains elusive. I reached out to the seller, but they were unresponsive. I contacted the postal service, who are currently investigating. Unfortunately, I forgot to inform Mercari, and the seller was paid automatically today. Unsure of what to do next. My username is punster sans.

I made a purchase on your site on 10/31/[redacted] by clicking "pay with PayPal." The payment was deducted from my checking account immediately, but the transaction does not appear in my PayPal account. The package is set for delivery today, and I need to ensure that PayPal acknowledges this transaction. It seems there is a disconnect between the PayPal button on your site and PayPal itself. How can I resolve this issue to reflect the transaction accurately in my PayPal account? Thank you.

Seller kp12 is listing used merchandise as "Never Used." An example is the Treesje Knox Hobo bag she is selling. I bought the same bag from her on Poshmark a few days ago, and it was advertised as "Never Used." However, the bag arrived damaged and had human hair inside. Upon further investigation, the bag was previously sold by another Poshmark seller ("nfdc") as used and damaged. Kp12 is now listing it on another platform as "Never Used." It is important to be aware of these misleading listings as it is not ethical to misrepresent the condition of an item.

I placed an order on your website on November 5th for a 24-inch Vizio flat-screen TV. The total cost was $80 ($60 for the TV and $20 for shipping). I have not received any information on the shipment yet. When trying to contact the seller, I encountered issues with signing in due to an "invalid format" error. My name is Deborah Christopher-Preston, and you can reach me at [redacted] or [redacted]. My username on the Mercari site is "Koolmama." I want to cancel this transaction and have my $80 refunded promptly. If not, my uncle, who is an attorney, will intervene. I am disappointed with the lack of communication and service. My order number was m[redacted]7, and the seller was supposed to be from Ohio. The phone number listed [redacted] is not in service, which is concerning. I regret to say that I will not be using your services again and will advise others against it as well. Thank you, Deborah Christopher-Preston.

Hello, thank you for your feedback on our platform! We appreciate your support. I wanted to inquire about the necessity of displaying the post date for items. It seems that showing "Posted [redacted] days ago" may impact sales negatively compared to "Posted 8 seconds ago". Buyers might be inclined to choose more recent listings assuming they are better deals. Would you kindly consider hiding the post date feature to encourage more sales from sellers like me who have items listed for a while? Additionally, perhaps only showing the number of views to the seller could be beneficial. Thank you for your attention to these suggestions! Have a wonderful day!

I sought to sell some Pokemon cards for my 11-year-old daughter and had them authenticated by two card dealers. After a buyer purchased two sets and then requested a refund while hoping to keep the cards, I encountered harassment on Mircari and faced threats on my Facebook page. I believe individuals like this, trying to scam children for personal gain, should be removed from the platform. I hope for a resolution to this situation to prevent such behavior in the future. Thank you.

Hello, I offered $25.00, including shipping, to the seller for three new Samsung Note 8 S Pens. The seller accepted my offer, created a listing for the purchase at $25 with shipping, and I completed the payment. Upon receiving the package, I found only one stylus pen, a gift card, a small package of Skittles, and some stamps on the envelope. The seller claims to have shipped all three stylus pens, stating they were originally priced at $9 each plus shipping on their account. I am now seeking the remaining two stylus pens in different colors. Thank you.

I have multiple pending orders that are unpaid. My account got deleted, as it was considered a duplicate account, which I created because the platform claimed I shouldn't be on Mercari without a valid reason. I have sold my vintage Barbie collection from the 1960s, valued at hundreds of dollars. There are 5 outstanding orders amounting to over $[redacted] that I haven't received payment for. I am unable to access the app to log in, making it impossible for me to arrange a direct deposit for my earnings. My username was Ava Kade, and I signed up through my Facebook account. The previous email linked to the account is [redacted] I request a prompt resolution to this issue so I can receive my payments and proceed accordingly. You can reach me at [redacted] or email me at [redacted]

I am requesting a refund for an item I received broken. The shipping label provided shows a date of 11/1/18, which I cannot meet as I received the package on 11/7/18. It seems the seller shipped the item late after creating the label. I reached out to the seller for shipping updates. I have proof of the late delivery and am willing to return the item promptly with an extension on the return label. I request a new label and assure that I will mail the package as soon as possible for a refund of $76. Item number: m[redacted]0. Thank you.

I purchased "Plexaderm" and the product in the vial is not the authentic Plexaderm I ordered from the website previously. The genuine product should create a tight sensation upon application and reduce wrinkles/bags within 10 minutes. However, the item I received from Mercari did not produce these effects even after waiting for 30 to 60 minutes. This purchase seems to be a fraudulent representation. I am requesting a refund and am willing to return the product to the seller. It is important that such misrepresentation is addressed, and I hope others who faced similar issues have also reported their concerns. I look forward to receiving my refund so I can return the fake "Plexaderm" to the seller.

Good morning, I recently sold a Louis Vuitton wallet on Mercari, but the buyer wants to cancel the order because she questions its authenticity. I had it professionally authenticated and can provide written proof. Despite this, the buyer continues to doubt the wallet's authenticity and is being quite offensive in her messages. I shipped the item to her without any concerns, as I have nothing to hide. My Mercari username is LVLENKA, and the item in question is the Louis Vuitton Empreinte Wallet priced at $[redacted]. Thank you for your assistance.

I'm currently experiencing an issue with a transaction on Mercari involving my wife. Initially, she was banned after trying to return an item she believed was misrepresented and later resold it on the platform. To facilitate the transaction, I provided my information for funds transfer, but now there's a hold until February due to potential fraud claims. Nobody has made such claims, and we just want the funds released. My wife, unfamiliar with these processes, enjoys using Mercari, and I'm kindly requesting a review of the situation. Her ban stemmed from the initial return issue, which is perplexing since the item wasn't even sold. I urge Mercari to reconsider the hold on our funds and allow her to resume activities on the platform. Having a customer service hotline for clarifications would greatly help in situations like these. I seek a prompt resolution to this matter.

I raised an issue with Mercari because a seller shipped me a damaged item. Despite the seller providing Mercari with a photo of an undamaged item, it's apparent from their sales history that they sold two identical items, one in mint condition for $71 and the damaged one to me for $50. Mercari could have easily checked the seller's recent sales to see that they used the photo of the mint condition item for both listings. It's frustrating that Mercari sided with the seller and closed the case, preventing me from leaving negative feedback to warn other buyers about this unethical behavior. I feel let down by Mercari in this situation and am disappointed by their handling of it.