Mercari Customer Service Issues

Hello! I am encountering an issue with a return. The item I received does not match the description. I ordered an iPad Mini 2 but was sent an iPad Mini instead. This discrepancy was not apparent until I attempted to download specific apps upon opening the package. Regrettably, since I had already given the seller a rating after opening the package, I am unable to utilize the Mercari return program on the app. I have contacted the seller, and he is open to resolving the problem if I return the incorrect product. Can anyone provide assistance?

I recently purchased a Coach handbag listed as "like new," but I am disappointed by its condition. The pink leather appears more beige-brown than pink, with dark spots both inside and outside. Additionally, there are dirty marks on the interior lining and black transfer marks on the handles. The description claimed it was "like new" and never used, but it is clearly a pre-owned bag. I attempted to request a refund through Mercari, but encountered technical difficulties on the page, having to submit the request three times. Now, despite just receiving the bag today, it is showing as ineligible for return. I am frustrated by this situation.

I tried contacting PayPal twice regarding an issue with a seller. The seller advertised two bathing suits: $15 each or both for $25. I purchased both, but only received one suit. I hadn't created a Mercari account at the time of purchase. When I inquired about the missing suit, the seller asked me to return the one I received as she had another buyer. This seems unfair since I had already paid for it a week before. I noticed she's selling the missing suit on the website. If this is your usual business practice, I'm not interested in using your app or supporting your business. If this matter isn't resolved promptly, I will have to involve my bank for a payment dispute and reach out to the Better Business Bureau. Thank you, M.A.

We purchased a bundle with 2 Xboxes and accessories for nearly $[redacted] including taxes. Additionally, we spent over $[redacted] on extra accessories from Mercari. Today, the UPS delivery arrived, but the products were severely damaged and some items were broken. The UPS driver returned the items without marking it as delivered. We are now unsure how to proceed to get a refund for this significant order. Should we expect the UPS driver to return the items to the seller, or do we need to receive them first? We contacted Mercari over the phone, but they informed us that we cannot resolve the issue that way. We urgently need guidance on whether to accept the damaged delivery.

I had an account under [redacted] and requested to merge it with another account due to a purchase issue. I haven't received my PS4 from the blkgrl61 account by 4/26/20, and there's no tracking information available, with the seller being unresponsive. I'm frustrated and seeking assistance. It's frustrating not being able to reach customer service, especially during this time when many are working remotely. This has been a nightmare and has left me extremely dissatisfied with Mercari. I closed my other account, [redacted], but still need help with my product purchase. I hope to speak with someone at Mercari soon to resolve this. Currently, my experience is rated 0. I really hope for some assistance, like a tracking number or any information.

Hello, my name is Katina Harden. I bought a *Guy Harvey* hat on May 7, [redacted] from a seller named Donna Marie. After paying $17.00 for the hat, she informed me that she couldn't find it and would refund me. She assured me that the refund would go back to my Mastercard within 24 hours. Despite checking my card multiple times since then, the $17.00 has not been refunded. As someone on disability, I urgently need this refund back on my Mastercard. You can reach me at [redacted] or email me at [redacted] Your prompt attention to this matter is greatly appreciated. Thank you, Katina Harden. I have also sent two other messages to Mercari but have not received any response. I feel neglected and ignored. Please get in touch to resolve this issue promptly. Thank you. Katina Harden

I sold a buyer a set of pens. The pens work perfectly, but unfortunately, the case they were in got damaged during shipping. To make it right, I offered a discount on two additional sets. However, the buyer claims that both new sets arrived damaged as well, with the cases broken. The pens were brand new, properly packaged, and sent without any issues in the past. It's concerning that all three shipments had the same issue. Despite the cases being damaged, the pens themselves are in perfect condition. I hope to resolve this situation amicably and ensure that I am compensated for the transaction.

I sold 12 pink wine glasses in two separate sales, with 6 in each sale. By packing them together in one box to save on shipping costs, each sale charged $20 plus $9.99 for shipping. The total came to $39.99 plus tax for one sale and $20 plus tax for the other. Unfortunately, the box sent via UPS was never scanned but was successfully delivered today. Once the customer leaves a rating, I will receive credit for one $20 sale but not for the other $20 sale due to combining both sets of wine glasses in the first box. As there is no direct way to contact Mercari through the app, I am considering searching on Google for alternative methods of reaching out to them.

Hello, I sold and shipped a sissy bar to a customer on April 23, [redacted]. They received it on April 30, [redacted]. On May 1, [redacted], they requested a return stating uncertainty about the fit despite clear measurements and bike compatibility indicated in my listing. After confirming that the sissy bar did fit his motorcycle when installed differently, the customer decided to keep the item and informed me that he canceled the return on May 2, [redacted]. Although he mentioned he already rated me, on my side, his rating is pending. It has been over a week since the return was canceled, and the payment process is still pending on my end. Typically, the payment finalizes automatically after 3 days even without a rating. I am eagerly awaiting the payment to be processed promptly to conclude the sale.

I purchased a dog invisible fence for my pets, which was supposed to come in two colors. However, I only received one color that doesn't work, and the other color appears to have been tampered with as the face came off after just 10 minutes without even being used on my dog. I contacted the seller in hopes of resolving the issue, but I never received a response. I would appreciate it if you could look into this matter as the product is not in the working condition as advertised, and I would like to request a refund.

I had to create a PayPal account because Mercari was not working correctly, giving me an error with the card payment. Attempting to buy Supra Sneakers on my mom's phone through her Mercari app, I was directed to use PayPal. During the process, I ended up setting up my own PayPal account to proceed with the purchase using my card. I made several transactions, only to realize the next day that my mother was being billed from Mercari through her PayPal account. Despite not using her card details, it somehow charged her. I believe a refund is necessary for the mistaken charges. Trying to contact PayPal has been unsuccessful. I suspect the issue may have arisen from using her billing address. It has been a stressful experience, and I am seeking assistance to resolve this situation promptly. Thank you.

My son purchased something costly from a seller but canceled before it was shipped. Despite this, the seller sent it anyway. I am eager to get my refund promptly. I have attempted to contact the seller multiple times, but my messages have been ignored. I encountered errors when trying to cancel through help, but eventually, I received a cancellation confirmation. However, when I checked the item, it still showed as purchased, and no refund was reflected in my bank account.

I am Katina Harden. I have attempted to contact Mercari multiple times to have my $17 refunded to my Mastercard debit card. I bought a Guy Harvey hat from Donna Marie, and after the purchase, she informed me that she couldn't locate the hat and would refund me. However, I haven't received the refund. This occurred on May 7, [redacted], within 24 hours. Despite sending Mercari Help Line several messages, my $17 has not been returned. Being on disability, I urgently require the $17 on my Mastercard today. Despite my efforts to remain patient, after 5 days, the refund has not reflected in my account. I have had no luck reaching a real person at Mercari. Please contact me to resolve this issue promptly. Thank you, Katina Harden

I reached out to Mercari for a return label, but after not receiving it, I sent the item back to the seller before the deadline. I informed the seller of the return with the tracking number. Despite my efforts, Mercari rejected the package, causing me to lose $[redacted]. I am disappointed in Mercari's neglect and want a refund for the misrepresented item.

I received a pair of shoes from a Mercari seller that turned out to be fake Jordans, which I need to return. The order ID for the purchase is m[redacted]9. Despite informing the seller and providing evidence of the counterfeit shoes, the seller's response was nonsensical, simply saying "You da" and not addressing the issue. There's a time constraint of 3 days to report this and prevent the seller from profiting from this fraudulent sale. I've taken photos of the fake shoes and packaging to support my claim. Strangely, the system won't allow me to select the item for return, stating it's not eligible. This is a straightforward case of receiving fake goods that I need assistance in returning. My account email is [redacted], but I'll be contacting you from [redacted] for convenience. Thank you for your help.

After receiving the wrong item from Alex’s Toys, the communication with the seller has been disappointing. Despite requesting a refund that hasn't been refunded yet, the seller blamed her son for the mistake. A deal was made to exchange the item once returned, but after checking the status, the seller questioned whether the refund had been received and then proceeded to block me. This behavior is unprofessional and deceitful. Unfortunately, Mercari's system prevented me from leaving a negative review, shielding the seller's shady actions. It's disheartening for my three-year-old daughter, who is still without her toy. This experience has left me feeling used and betrayed by someone who lacked integrity in resolving the issue. My trust in Mercari has been shaken, and I doubt I'll use the platform again. The seller's actions were unfair and lacked basic courtesy, leading to a regrettable outcome for my child and me.

I have a buyer who claims the stereo isn't working. He noted the remote control is missing, and I apologized for not sending it. The stereo was working, and I mistakenly refunded the buyer without requesting the item back. This is my first time facing this situation, and I don't know how to resolve it. Can you please contact the buyer to assist us with this issue involving the Marantz stereo receiver?

Hello, I need some assistance. Someone purchased items from me, and I shipped them last Thursday. The tracking information didn't reflect that the package was in transit, so I visited the post office this past Monday for clarification. An employee advised me to wait a bit longer, as they've been experiencing these issues. I informed the buyer about this delay, and they were understanding. However, I was surprised to discover today that Mercari canceled the order. How can they cancel the order when the item was already shipped? Can someone please assist me with this matter?

I bought a 4-in-1 printer, copier, fax, and scanner on April 30, [redacted]. I specifically inquired about the installation disc, and I was assured that everything would be included and shipped promptly. However, the seller, who goes by the name "4 Munchkins and Me," took five days to ship the product. Furthermore, upon receiving the package today on May 13, [redacted], I discovered that the installation disc and cords were missing. This is not what was agreed upon, and I urgently need assistance in resolving this issue.

I submitted a dispute against Mercari due to a situation where I purchased sandals, the seller canceled the order, and I was charged $[redacted] for the item. Despite reaching out to them on the site for two weeks, they have not refunded me. They informed me that by filing a dispute, my account would be closed, and the money from two items I sold would be held back. I find this situation unreasonable as they are withholding my earnings from the items I sold.