Mercari Customer Service Issues

I recently purchased a phone from someone who claimed it was a Samsung s20 plus, but upon receiving it, I discovered it was a fake Samsung phone worth far less than what I paid. The seller misled me, and I believe she resells items from wishlist at inflated prices, deceiving customers about their authenticity. The box even instructed not to return it. I paid $[redacted] for a device worth only $[redacted], and now I am seeking a refund as the phone is subpar and not worth the price she charged me. The item ID is m[redacted]2.

My name is Karyn Knowles. Email: [redacted] Phone: [redacted] Item ID: [redacted]4 The item I received does not match the pictures. Instead of full or partial skeins, I got cut-up pieces, some as short as a few inches. It's nowhere near the value shown in the photo. What I received is only worth around $1 in scraps. The seller seems to be deceiving buyers. The package had a USPS tracking number, but the order shows a UPS tracking number, making it hard to confirm receipt without causing issues. This mismatch feels intentional, adding to my suspicion of a scam. The seller doesn't list anything like what I received. I don't want the hassle of returning this to the post office at my expense. I'm seeking a refund of $20.57, including tax, for the misrepresented item. It appears the seller may be fabricating positive feedback with the help of accomplices, although I noticed many automatic Mercari reviews.

I received notifications of two sales this morning, but shortly after, I received two messages from Mercari regarding cancellations of the transactions with buyer "[redacted]". They mentioned an issue on the buyer's end and advised on contacting the shipping carrier if the items were already shipped. If needed, they suggested reaching out to their Help Center for further assistance. It's disappointing as I believed that Mercari verified buyers before purchases.

I have an account with your website, and after trying to reset my password, I am still unable to sign in. I even attempted to create a new account, but that also did not work. I have been a customer before and previously submitted a complaint but the suggested solution did not resolve the issue. There is an item in my cart that I am unable to purchase, and I would like to use my PayPal account for payment. However, every time I try to use PayPal, it redirects me back to the sign-in page with no success. This is causing me a lot of frustration, especially since I need to make a purchase for a surprise gift soon. I have provided both of my email addresses: [redacted] and [redacted], and I would appreciate it if you could assist me as soon as possible. Thank you, and stay safe. Maryanne

I received item number 1Z6A[redacted][redacted] and I am quite upset. I have been trying to reach out to the seller to arrange a return. The item was advertised as authentic, but upon close inspection, it does not seem genuine. I compared the serial numbers to an authentic one and found discrepancies. Additionally, the item appears to have scratches and smells strongly of cigarettes since its arrival. I simply want a refund for this purchase. Regrettably, the seller has not been responsive to my inquiries. I am dissatisfied with this situation and would like to have my money refunded promptly. I am willing to return the item to the seller as soon as possible.

I made a purchase from the seller lynnderoux143 for an autograph some time ago, which was supposed to come with a certificate of authenticity. Unfortunately, upon researching, I discovered that the certificate of authenticity provided led to a fake website that the seller uses for all their orders. It is evident that the autograph, along with other products on their page, are counterfeit. I paid $72 for this item and I am in need of a refund. I am disheartened by the fact that this seller has been deceiving numerous people, including myself. I had the assumption that all autographs and memorabilia on Mercari would have been validated prior to being sold. I am hopeful that a resolution can be reached, and I urge for further investigation into this seller's account to prevent more individuals from falling victim to these scams.

My initial experience with Mercari involved coming across a brand-new iPhone 11 listed for $[redacted] with a $[redacted] shipping cost – an incredibly good deal that turned out to be too good to be true. The seller, using various names, consistently offers items at these prices and urges buyers to inquire by texting a provided number. In my case, I was instructed to send $[redacted] via Cash App. Realizing something was off, I hesitated, leading the seller to abruptly cease communication when I declined to proceed. Upon further investigation, I discovered multiple ads with identical pricing structures, phone number, and wording, suggesting a recurring scam pattern. My attempt to confront the supposed seller was met with silence. Subsequent listings featuring similar pricing and contact details raised suspicion. Disappointed by these deceitful practices, I've decided to share my ordeal to caution others. I've documented evidence of these misleading ads and sellers for reference. Despite my previous enjoyment of Mercari, I can no longer endorse it due to ongoing fraudulent activities. An additional incident in Michigan has left me feeling uneasy. Please be cautious of any listings matching the described criteria.

I made a purchase on Mercari with my account, where I both sell primarily and buy occasionally. The transaction was done in July with a card that expired at the end of that month. However, the charge did not show up until after the card had expired, leading to a dispute. Mercari suspended my account for investigation without providing support. Despite sending multiple follow-ups, the help I received was minimal. I was informed that billing support is only available on weekdays, and despite it being Wednesday, I have not had a resolution. I suggested using my other non-expired card for the payment, but I have not received any response. The delay is frustrating, especially when their page claims a 24-hour turnaround time that hasn't been met. It's frustrating that a quick solution is available but hasn't been implemented by Mercari.

I recently sent a package using a prepaid label to FedEx. Although my address is correct on my account, the label had the return address of the Sutherland, VA US post office which is not associated with my account. Unfortunately, the package was sent to multiple states instead of the intended destination and ended up back at the post office in Sutherland, VA. The FedEx driver left the package on the sidewalk after being informed that the post office wouldn't accept it. I visited the Sutherland post office and was directed to a lost package hotline. After contacting the hotline, they couldn't locate the package and advised me to contact FedEx. Despite speaking with FedEx, they mentioned that Mercari is the sender and I can't file a claim for a lost package. I am requesting refunds for both myself and the customer who was supposed to receive the package as it has been lost with no trace.

I am extremely disappointed with Mercari. The sellers I have encountered are unresponsive or dishonest about their products. Despite reaching out to Mercari multiple times, I am unable to communicate with sellers regarding missing or inaccurately described items. I have reported two sellers for fraudulent behavior due to the loss of my money. Despite my efforts to address issues with damaged, missing, or incorrect items, Mercari has chosen to close my account and cease doing business with me. I am frustrated by the lack of accountability for sellers who are not fulfilling their descriptions. This experience has resulted in a significant financial loss, and I am distressed by the lack of support from Mercari. The current situation, exacerbated by the pandemic, has led to receiving items that do not match their descriptions or pictures. I am now restricted from taking any actions on the app other than adding items to my cart or making purchases. I have been a frequent user of Mercari, spending hundreds of dollars in the past month alone, and I feel unjustly treated and abandoned by the platform. It is unfair that I am being penalized as if I have committed fraud. I seek assistance with this issue.

I am requesting Makar to refund the money I lost. I need help with recent orders that arrived damaged and dirty. Some products were covered in mud and even had clothes stuffed around them in the package. The items I received do not match the pictures online. I spend a significant amount of money each month and expect better quality. I have been having issues with sellers claiming products were shipped but not matching the tracking numbers. I have tried contacting the post office for assistance. One seller even refused to cancel an order, causing me to lose track of the item on my account. I urgently need Makar to address these problems and allow me to communicate with sellers to resolve these issues instead of threatening to close my account via email.

I made a purchase via PayPal on 8/14/[redacted] at 5:28 am. After allowing the seller 3 business days to ship the item, I received no response despite attempting to communicate. The USPS tracking number provided on Mercari seems to only be an automated shipping label, as there is no update indicating the item has been shipped. I have canceled my purchase, but I am having trouble contacting Mercari's customer service as the provided options lead to dead ends. I have tried calling multiple times without success. I wanted to give Mercari another chance by having them credit my account instead of going through a refund process, but the lack of communication is frustrating. I am disappointed with this experience and considering taking action sooner than waiting for PayPal's resolution.

I recently found out that my account on Mercari is going to be closed after my final payment is transferred to my bank account. The reason they provided is that I posted a prohibited item, specifically "foreign currency," as per Vlad from the support team. I have carefully reviewed their prohibited items list and the policy seems unclear and contradictory. The list mentions items like financial products and services, but it does not explicitly state that "foreign currency" is not allowed on Mercari. I have tried to explain in an email that the item in question, an Uncirculated Collectors Set of coins, does not fall under the prohibited categories as they are collectibles and not intended for circulation. It's frustrating to face account closure over an item that does not seem to match their stated guidelines. I value using Mercari and hope they can reconsider this decision.

There are several counterfeit Chanel listings on the website. Counterfeiters are now producing fake Chanel hallmarks or authentication numbers on their products. I have the expertise to recognize fake hallmarks. I conducted a search for Chanel items and discovered multiple sellers listing the same counterfeit Chanel jewelry. Each of their listings was counterfeit. It is crucial to note that having a hallmark or serial number does not guarantee authenticity, contrary to what many customers believe. It is concerning that many customers are being misled and paying high prices for fake items. Some sold listings claimed to be authentic but were actually counterfeit. I urge the website to have a team member capable of identifying fake Chanel merchandise to prevent customers from being deceived. I will be reaching out to Chanel's corporate legal department on Monday concerning this matter. Chanel puts great effort into safeguarding its brand, and it is essential for resale platforms to conduct thorough checks.

Hello, I am concerned about a recent shipment I sent to a recipient. The tracking information shows it was delivered, but the recipient claims they haven't received everything, including a missing doll. I suspect foul play as the timing of the package's sudden appearance aligns with the claim. I have evidence of everything I sent, meticulously documented with photos. It's disheartening if people can falsely claim missing items. My payment is currently pending due to the situation. I seek reassurance and hope for a resolution. Thank you for any assistance. Regards, Dee Dee Haapala

I am experiencing an issue with ID verification. I have submitted all required documents for Instant Pay but continue to receive notifications about a problem with my shipping address or a mismatched name. Despite passing the ID verification to sell items up to $5,[redacted], I am puzzled by this ongoing problem. Initially, I created an account to purchase one item for my husband using his credit card. When I started selling items, the first shipping label displayed my husband's name as the shipper. Despite my attempts to edit my account and correct this by adding my name as the shipper, I still encountered issues when applying for ID verification for Instant Pay. I have contacted the Help Center multiple times for assistance, but have only received generic responses prompting me to resubmit the information. Even submitting my husband's information did not resolve the problem. I am eager to resolve this matter promptly to receive my payment. I seek guidance on how to address this issue effectively.

I made a purchase of a swimsuit from a seller on this platform listed as in new condition without tags. Upon receiving the item, I noticed a significant ink mark on one cup of the swimsuit top, not disclosed in the description or through communication with the seller. Even though the seller refuses a refund, stating the item was accurately described, I am requesting a refund as the swimsuit is unworn and the damage was not mentioned. I have attempted to initiate a return on the website but encountered issues uploading photos for documentation.

I purchased an iPhone 6 Plus but received an empty hair dye box instead. The seller blocked me right after sending the package. I contacted Mercari for help, and they instructed me to return the item with a label they provided. Unfortunately, the address was fake, and now the package is on its way back to me. Mercari now wants me to contact the seller to give them a chance to retrieve it, but I'm blocked. I paid $[redacted] for this scam and was told I have to wait until September 10th for a refund. The seller provided a fake address to Mercari. I am frustrated about being punished for being scammed, especially since the seller is still operating on the site. Despite having perfect reviews, I'm dealing with a difficult situation with the representative, Victoria. I'm upset and considering leaving the Mercari app once I get my refund.

Hello, my name is Ken A. and I sell items on Mercari. Today, I listed a WWE action figures lot, which caught the interest of a potential customer without a profile picture or purchase history. They claimed to have payment issues and sent a link for Mercari Help. The customer service rep advised me to buy a vanilla card to verify my account, which seems suspicious. After updating the app this morning, the situation turned odd. The customer's name is Grace and they requested my phone number, which I know is not allowed. I suspect a scam and seek assistance in clarifying this matter. I appreciate any help in determining if this is a scam or guidance on how to proceed. Thank you.

I have been using Mercari since [redacted] as both a buyer and a seller. I had positive transactions recently, but today I encountered an issue with a buyer who claims she can't make a payment due to account inactivity. She directed me to contact Mercari through an email, but they are suggesting I use Cash App to deposit $[redacted] to accept payments. This feels suspicious especially since the buyer has no reviews and is new to the site. Now, she is contacting me via text, and I'm worried about the legitimacy of the situation. I'm concerned that I may end up losing $[redacted], shipping the item, and never receiving the $[redacted].