Mercari Customer Service Issues

I recently bought a Chinese teapot for $9 plus $9.99 shipping. The seller (A) claimed the item was "never used" but it arrived with tea stains on the spout and handle. Before purchasing, I asked (B) if there were any defects, but the item was not as described. I have been unsuccessful in processing a return on Mercari (C) and am requesting a full refund (D). I have tried contacting Customer Service by phone without success (E). I believe buyers should be protected, and sellers should be held accountable for providing inaccurate information. I am hoping for assistance with this issue. Thank you.

I recently received a message stating that my privileges are limited pending account closure on Mercari. As a successful seller with over [redacted] completed sales and a 5-star rating, I was caught off guard. I had recommended a few interested buyers to check out Facebook Marketplace for cheaper prices with free shipping. Shortly after, my account got suspended for 24 hours, and now I received the message mentioning limited privileges pending closure. I am in a tough spot as Mercari has been crucial for me during these challenging times with job loss due to the pandemic. I have tried reaching out to support, but the responses I get seem automated, making me feel like my situation is not being heard. I never meant to violate any rules; I simply wanted to help others save money. How can I reopen my account and continue selling on Mercari?

I have experienced significant challenges getting assistance from Mercari. It seems there are no customer service representatives available, despite the phone number provided leading to a message machine. They only reply to emails after 2-3 weekdays, completely ignoring weekend communication. Unfortunately, their responses are inadequate and fail to address the full email thread, resulting in prolonged issues with my account being frozen. As a seller awaiting payment for two items, this lack of support is frustrating, and the delays have been ongoing for weeks. The level of service provided by an automated system rather than human support is unacceptable and borders on being illegal.

I have discovered several sellers on Mercari who are listing and selling counterfeit items. Sellers like "joenlisa9," "NCooper1," "Regina Mayers," "Old2MeNew2You," "Maureen Eddy," "Southern Treasures," "Sunflower Styles," "Emily Foster," and "taylorsuited" have been reported for selling fake designer items. Despite being notified multiple times, Mercari has allowed these listings to stay active, potentially aiding in the sale of counterfeit goods. It is important for the safety of customers to take action against these sellers and remove their listings. I urge Mercari to suspend these accounts and cooperate with the authorities to prevent the sale of counterfeit items on their platform.

I bought a collection of sports cards for $50 from Kenneth Harrod. The seller had posted amazing photos of what seemed to be original Derek Jeter Rookie cards. However, upon receiving the cards on June 29th, they turned out to be reprints from [redacted], not the [redacted] originals as implied. I feel misled as I specifically wanted the original rookie cards. I am requesting a full refund and prepaid return postage to send the item back. My phone number is [redacted] and the order number is m[redacted]7. I appreciate your help in resolving this matter and initiating the return process. Thank you, E. Horowitz.

I recently bought a pair of Yeezy [redacted] Wave runners and I'd like to return them. The seller assured me they were "[redacted]% Authentic," but after checking with sneaker stores, I found out they are fake. I suspected they weren't genuine when I received them due to some visible signs. Even though the seller claimed they were "Brand new," the condition of the box and the shoe itself raised concerns, like loose stitching and visible glue. The return policy aligns with my situation, and I haven't rated the seller yet, but after 1-2 days, I still can't return the item because it's not "eligible."

I recently purchased a pricey ceramic Trick Or Treat planter with base through your app, which I adore using. Unfortunately, my item arrived broken in a Home Depot box with insufficient packaging. I have images for documentation but noticed that the item allegedly can't be returned. I'm confused as to why this is the case and wonder if the seller was aware of the damage prior to sending it out. I am discouraged by the difficulty I faced in contacting customer support and uncertain if this is the correct platform to voice my concerns. The experience left me feeling frustrated after spending nearly 40 minutes attempting to resolve it.

I would like to express my gratitude for the assistance. Last year, I opened an account for my son, Nicholas Silva, under my name. He later requested to have the profile updated with his name, unaware of the potential issues it would cause. When he attempted to withdraw funds from Mercari after selling items, a problem arose due to his minor status and lack of a bank account. To facilitate this, I added my checking account for his use, resulting in successful transfers. After several weeks, Mercari informed us that the account was suspended due to a discrepancy between the payment method and the account holder. Despite numerous attempts to resolve this, I later received an email stating that my account had been closed. Consequently, in an effort to resume selling my son's items, we opened a new account using my email address, assuming the old account had been terminated. However, within an hour, I received a message indicating that my new account was also closed based on the existence of another account linked to me, which is incorrect. I kindly request assistance in reactivating either my new account or the old one to enable my son to continue selling his items. Thank you. Email for Old Account: [redacted] Username: ExoticSilva I have all relevant emails and responses saved if needed. Thank you. New account that was closed by Mercari: [redacted] Eliezer Silva

I am inquiring about the David Yurman Crossover Ring. Pictures of the ring clearly show a cut on the back, which was displayed on my account. The buyer has had the ring for two days without providing a rating. I contacted them to confirm delivery, and they acknowledged receiving it but now want a refund due to the cut. I find it unfair that they kept the ring for days without raising concerns and are now using the cut as a reason for a refund, especially considering the discounted price. I stand by the accuracy of the ring's description and feel the buyer should honor the purchase. I am eager to discuss this matter directly.

This is our first time trying to sell on Mercari. We stated that the buyer would cover shipping expenses. We have a potential buyer for an item, but when printing the shipping label, it shows "BILL SELLER". We've tried reaching out to customer service for guidance with no success. We need clarification on the process, but there's been no response from Mercari yet. Time is crucial for this initial sale.

My account, [redacted], seemed to have vanished. I am concerned about the funds and items I sold. The first pair of Cole Haan shoes was paid for, but the payment disappeared, even though I shipped it through FedEx and it was confirmed delivered. The second pair of shoes was also sold for $57, the same amount as the first pair. I shipped them via UPS, but after dropping them off and paying extra for shipping, my order was suddenly cancelled. I retrieved the items and now feel like I may be involved in a scam. I am frustrated with having to contact both FedEx and UPS. This is the second issue I've had with Mercari customer service. I urgently need someone to reach out to me to resolve this matter promptly, please.

I recently made a purchase through your app. The item was delivered, and the same day, I contacted the seller via the in-app chat to discuss an issue with the product. Unfortunately, I couldn't send him a picture of the damage as the app doesn't allow for communication outside the platform. The seller agreed to issue a partial refund of $35 to cover the UPS shipping costs he incurred. I mentioned that I would consult with a friend in the auto detail business to assess if the damage could be repaired, and if so, no refund would be needed. However, after examining the item, my friend concluded that the damage was irreversible. The seller, Austin, expressed that he was unable to issue the refund due to insufficient funds in his account, which the app supposedly doesn't allow. I refrained from starting a return process on the app initially to resolve the matter with the seller directly. Now, it appears the seller may be avoiding the issue. I have saved all chat conversations and screenshots for your reference. My email address associated with the app is [redacted], which I rarely use, so I provided my work email below. My apologies for any inconvenience.

Hello, I bought a Doyo [redacted] Xbox One racing wheel from Fernando Portillo on July 3rd. Unfortunately, I've been dealing with serious health issues for the past two weeks, which led me in and out of the hospital multiple times. I recently discovered that I could request a refund through Mercari after finding out that the racing wheel I bought doesn't work on my Xbox One S or even on my friend's Xbox One. I've tried various troubleshooting methods, but the wheel simply does not connect. I've reached out to the seller, Fernando Portillo, but have not received a response. All I'm asking for is a refund of the $95 I paid for the defective wheel. Regards, Tim Carnahan

My name is Kelsey Negrete, but my screen name on Mercari is Elizabeth Cady. I bought a framed Leonard Nimoy autograph from Philip Pinder on 7/4/20 and just got it today 7/13/20. At first, everything seemed good, the packaging was secure, and the frame wasn't damaged, so I left a positive review. However, I later discovered that the autograph is fake. The certificate of authenticity had an unidentifiable number and claimed it was signed recently in person, even though Leonard Nimoy passed away over two years ago. Additionally, his signature always included a dotted 'I' in his last name, which was missing in the autograph I received. When I tried contacting the seller about this issue, my message was deleted by an admin.

I recently sold a slot machine through McCoury's pack and ship option, which was supposed to be handled by the buyer. I confirmed with the help center that the buyer would cover the shipping costs as per my ad. Following their instructions, I dropped off the package at UPS using the shipping label provided. However, the tracking hasn't been updated for 10 days. Despite multiple attempts to contact McCoury, I was informed that the insurance on the package is void due to the label not being scanned within three days of creation. I feel frustrated that my concerns are not being addressed promptly, and it seems like McCoury prioritizes their profit over customer satisfaction. If my issue isn't resolved quickly and my funds credited, I will reconsider using McCoury in the future.

I found a listing for Apple AirPods Pro at a good price of $[redacted]. Wanting to ensure they were genuine and undamaged, I reached out to the seller, who assured me they were authentic Apple products with all components included. After purchasing, I discovered issues with the sound quality, noise cancellation, transparency mode, and battery life. A diagnostic test revealed persistent problems, and I learned the AirPods were not as new as claimed, having been purchased in February. Concerned that the seller may be misrepresenting used or faulty products as new, especially since more AirPods are now listed for sale, my main issue is the lack of transparency. I am awaiting the full diagnostic results and hope for a resolution that either covers repair costs under warranty or provides a partial refund given the discrepancies from what was advertised.

Hello. As a new seller for the past three days, I require technical assistance. I have established my "store" on the desktop website. I have started receiving offers, and it seems that at the end of those emails, it mentions that "this feature only works in the app." It would have been helpful to know this information beforehand. I have a couple of questions: 1) Is there a method to transfer my listings from the desktop to the app? 2) If I have to repost everything on the app, does the buyer need to make the offer again? I appreciate your prompt response. Judith E. (1chicgeek)

Hello, I recently ordered a pair of "Dr Martens Hello Kitty" shoes but received a completely different brand of shoes instead. When attempting to initiate a return, I was informed that the item is ineligible for return, which is confusing as it was not as described in the listing. Despite trying to follow the return process, I keep getting redirected to the help page without being able to proceed with the return request. The item ID for reference is m[redacted]6, and my username is The Sturdy German. I have successfully processed returns in the past without any issues, so I am unsure why I am encountering difficulties this time. I would appreciate assistance in returning these shoes for a refund. Unfortunately, it seems I am unable to upload photos to illustrate the situation. Thank you for your help.

Mercari closed my account, deleted all my items, and charged my credit card $18.99 erroneously. I have evidence that I already paid the $18.99 long ago, and even my credit card company requested a receipt from Mercari, but received no response. Additionally, Mercari deducted $18.99 from my account balance that I earned from selling items. They claimed a reimbursement to the credit card company for a dispute that never existed. I feel scammed since I was charged twice for the same amount. Before my account was shut down, I managed to transfer the remaining balance to my bank account. I have pictures of the credit card statements to prove my case. How can I submit these images as evidence?

I recently received the EUC HTF VTG [redacted] Salomon SR301 Ski Shoes I ordered, but they were not the correct size as listed. Despite trying to return them through the usual process, I encountered difficulty as the system stated the item wasn't eligible for return. This was frustrating, especially as I hadn't even rated the seller yet. The Help Center provided no resolution, with no available form to contact Mercari directly. After some effort, I managed to communicate with the seller, who agreed to accept the return due to the size discrepancy. However, contacting Mercari remained a challenge until the seller promised to assist in finding a solution. Now, I am awaiting a return shipping label from Mercari within the next 24 hours. Overall, the experience has been complicated, and I hope to resolve this issue without incurring any extra charges.