Mercari Customer Service Issues

I purchased a Samsung Galaxy Note 10.1 GT-N8013, 16GB from a seller named Magic Wand Platinum. The tablet arrived not working, and it took two weeks to receive a charger from the seller, who was difficult to deal with. Despite charging the tablet fully, it dies in about 4 and a half minutes. I paid nearly $[redacted] for this defective tablet and demand an immediate refund. The seller has now blocked me, and I am unable to use the tablet. I am frustrated with being taken advantage of on the Mercari site and insist on a prompt refund. If not resolved immediately, I will involve legal action. Thank you.

I purchased AirPods via the Mercari app on 8/11 with the listing stating they are authentic Apple AirPods. I planned to gift them for a birthday, but upon opening, I noticed discrepancies. The case is lighter and different from genuine AirPods, and the batteries have very short life spans. Comparing the weight to my own AirPods, they feel off. The sound quality is poor, cutting in and out during calls, making communication difficult. Music playback resembles basic dollar-store headphones. The seller needs to be banned, and I am seeking a refund for this disappointing purchase.

Hello, This is my third time contacting customer service. My name is Yeniffer Almonte. Someone made a purchase on my page, but there was an issue with the shipping weight being incorrect. When I tried to address the problem, the buyer was rude and seemed to be trying to intimidate me. They shared personal information I didn't request and accused me of trying to cancel the order maliciously. Despite my attempts to explain, the buyer continued to attack me, making me very uncomfortable. I was considering removing all my items from the app due to this experience. However, last night, the same item was purchased by another seller with a suspiciously similar location as the harassing buyer. I suspect it may be the same person trying to harm my reputation. I would like to cancel the order and refrain from selling on this platform as I no longer feel secure. Additionally, both orders were shipped with incorrect labels, causing further complications. Thank you, Yeniffer Almonte

I recently purchased a lovely pair of Uggs on Mercari. I'm a big fan of the site and have my eye on several other items, but there's been a significant issue. I live in a mountainous area where receiving mail is challenging, so I've had a PO Box 4 miles away for the past 30 years. Sadly, I had to drive 16 miles to my daughter's place to retrieve my package because Mercari doesn't ship to PO Boxes. This is truly inconvenient for me. Other platforms like eBay and Amazon have no trouble delivering to PO Boxes, so I'm now hesitant to make another purchase on Mercari due to this inconvenience.

I recently purchased a pair of Sorel green winter boots in size 7.5. I have not received any communication since the confirmation email stating that I would be contacted within 3 days. The payment was deducted from my account, but all communication with the seller has disappeared. I have a copy of the receipt, but I am unsure about what to do next. It feels like a potential scam as there is no information provided for me to reach out to a live person. I had to search on Google to find this forum. This situation is very confusing and concerning, and I am seeking assistance to understand what is happening.

This is my second attempt to contact you, and I'm unsure if you're receiving my messages. I am perplexed by a recent order I made for a pair of Sorel green snow boots in size 7.5. After receiving an email from you stating that the seller had three days to ship the boots and reach out to me, I have not heard anything further. The email you sent has disappeared, and there's no sign of the boots. The payment for the order has been deducted from my account, and I can provide the receipt as proof. I am feeling frustrated as if the boots never existed. I have been a loyal customer, but this experience has left me hesitant to place future orders. I kindly request your assistance in resolving this matter promptly. Thank you, Rachel.

Hello, I'm Debra Stewart. I recently sold a 64 oz ColorProof SuperPlump Volumizing Conditioner to Brenda Davis, but I'm concerned I may have sent her 2 conditioners without the shampoo. This mistake may have happened because another buyer, Scott Garen, received all shampoos instead of conditioners. Could you please reach out to Brenda and ask her to confirm if she received 2 conditioners? If so, is it possible to exchange one of Brenda's conditioners with one of Scott's shampoos? I hope we can rectify this to avoid losing the sale. Thank you for your assistance, I await your reply.

As a Mercari seller, earlier today on September 10, [redacted], I attempted to list a Playboy magazine. Before proceeding, I checked existing listings for Playboy magazines and found several, so I proceeded to list mine. Later, Mercari removed my listing and issued a warning. Upon further inspection, I noticed that other Playboy magazines and related items like clothing were still up for sale. I believe it is unfair that my listing was taken down while others remain active. I urge Mercari to thoroughly monitor and remove all Playboy-related listings from the platform. I am innocent of any wrongdoing as I always ensure to review existing Mercari listings before posting my items. If there were no existing listings, I would not have listed mine. Please do not mark my account negatively without just cause. Thank you, Ron K.

I was informed I could return an item. Despite being told a shipping label was sent to my email, I never received it. I have contacted the help center three times without any response. This is the second time Mercari has caused me trouble. I have three days to return these shoes, and one day has already passed just trying to get a shipping label. I plan to report this to the BBB. I have made significant purchases on this app and am very disappointed with how this return has been handled. The shoes I received are different sizes - one is a size 8, and the other is 8 1/2. I was approved for the return and was told a shipping label would be emailed to me regarding item number M[redacted]5.

I have been trying to resolve issues with my account, but have not received any assistance so far. My name is V. K., and my email is [redacted] I sold an Iron Man cycle wear and my balance should be $16. Despite being told I have a balance, when I try to transfer the money, it shows a $0.00 balance, and I haven't received payment yet. Additionally, I sold a Police Frequency Book, but when I attempt to print the label, it shows as cancelled. However, I continue to receive notices to ship the item. I have reached out multiple times for help, but have not received any resolution. I keep being informed that I have a balance of $16 and that the order was not cancelled, but I am unable to ship the book or access my balance. If this issue is not resolved within 14 days, I will have to discontinue using the service as I am unable to use it effectively. I have provided multiple opportunities for you to address this problem and have yet to receive any calls from your end.

As a first-time buyer, I recently received some beautiful items from Sam's Galleria and Jazselle-FLSUNSHINE DEALS at the beginning of the month. However, due to breaking my ankle and spending time in the hospital and rehab, I haven't been able to contact the sellers or leave a rating for the products. I am unsure how to proceed with this. Additionally, I have one item that I would like to return if possible as it doesn't quite fit into my space. If returning it is not an option, that's okay too as the item is lovely. Can someone assist me with these issues, please? Thank you. - DAllison

I am having trouble logging into my Mercari account online and on the app. After resetting my password through the link sent to my email, I am still unable to access my account. I have items posted for sale and waiting to be delivered, but now I can't log in to check notifications or manage my funds. When trying to contact Mercari, even the online login gives me the same error message. I also attempted to log in using Facebook, but it couldn't find an associated account. As someone on disability relying on this income to support myself, this situation is causing a lot of frustration, hindering my progress. I am uncertain about the issue and just need some help to resolve this problem.

I used to have a Google account back in [redacted] under the username "uneedthis" with the email [redacted] I wasn't able to sell anything at the time due to using my phone for the account. After years, I tried to use the account again, changing my username to "arizonahoneybee," but whenever I interacted, I was still referred to as "uneedthis," causing frustration leading to me giving up. Recently, I received an update to the Mercari Terms of Service, prompting me to attempt to log in again with my original username "uneedthis," only to find out my old password was too short, so I updated it. Now, I'm being labeled as an unregistered Google user, which is inaccurate as I have a Google1 service. I am unable to receive emails to my Gmail account after opting to do so. Conni Hogan. P.S. Whenever I try inputting my email address, it claims it's invalid even with just one letter, hence I switched to using my MSN address.

I have been selling on the app for over a year. Last week, I listed custom press-on nails with tiny Chanel stickers, which I bought from their site. A few days later, I received a message stating that my nails were prohibited and would be taken down. It seemed to relate to the Chanel logo, although they were not specific about it. I found several listings on the app identical to mine with the same stickers and reported them to Mercari, questioning why my nails were banned while others were allowed. Mercari replied after two days with a generic response, mentioning they missed some listings and advised me to flag others violating the rule. I diligently flagged multiple listings daily for three days, including one with the same stickers, but to my surprise, even after a week, the flagged listings were still up. I contacted Mercari again and asked why the listings I flagged remained. Subsequently, they took down my Body Butter listing and sent me another generic message. Disappointed by their inconsistency, I found other sellers listing Body Butter like mine and reported them, but they remained untouched. Frustrated by the lack of clear responses and actions taken, I have decided to remove all my items from Mercari and seek another platform.

I purchased a Piano Shell Prop from an individual in South Carolina who was supposed to cover all Shipping and Handling fees for the Piano Shell. I used a Prepaid VISA online on August 18, [redacted]. However, the item has not been delivered to my home in Pittsburgh, Pennsylvania, where I reside. I am really eager to receive the Piano Shell as I believe it was a fantastic deal compared to other options online. I am requesting that it be shipped immediately without any further delays. The fact that it hasn't arrived has affected my 47th birthday celebration that took place on September 21, [redacted]. Please take swift action on this matter and send the Piano Shell promptly. Thank you, Kerry McNamara (Skyelar).

I recently sold a pair of NWT Lularoe rose-patterned Jax leggings, and since the buyer received the item, an issue has arisen. I believe she may be attempting to take advantage of the situation. She reported that there were items in the pockets, pilling, and stains on the pants, contrary to the pristine condition with tags as shown in the pictures. She mentioned considering her rating for me, which raises concerns about her intentions. I feel vulnerable in this transaction and seek protection from such incidents. I have requested evidence of the alleged wear and pilling, but she claims she has no other pants like this. I am adamant about not allowing her to keep the pants while receiving a refund. This situation is distressing, and should it not be resolved satisfactorily, I will join my friends in withdrawing our items from Mercari due to these troubling circumstances. I trust that you will look into this matter promptly. Thank you for your attention to this issue involving Patricia Davis.

I recently received a sellers restriction for a coin that was not even listed. If it were listed, all my coins are accurately verified by weight, thickness, and diameter. Before making accusations, kindly reach out to me first if there are any issues. I have blocked multiple unreliable individuals for making baseless claims. The coin in question, the 1926s Lincoln, was criticized by someone who mentioned it was improperly toned. As someone who has worked in the coin industry for my entire life and is well-equipped with digital scales, neodymium magnets, and digital calipers, I do not tolerate unfounded allegations. It is concerning that my account was restricted without any prior verification or inquiry. I have experienced being defrauded three times on this platform, as well as five of my clients, with no appropriate action taken. I hope this issue can be resolved promptly.

I find it intriguing that there are individuals monitoring our conversations, yet when it comes to customer service and payment issues, there seems to be a lack of support. Recently, I encountered a problem with the instant pay feature on the app, causing a delay in receiving my funds and making my rent payment late, with no response from the customer service team. Additionally, I had a custom order discussion that was deleted, even though it was not violating any rules as it would on Mercari. It's essential to be able to share pictures for custom orders, something that isn't feasible on Mercari. If resources are allocated to monitoring conversations, wouldn't it be beneficial for the team to also address emails and calls promptly? Moreover, I am puzzled by an issue with my recent order where the package's total weight was under 16 oz, but the system claimed I selected the wrong weight, resulting in a higher shipping cost. I am aware of the correct weight selection as I verify it both at the post office and at home. While I am still awaiting the release of my funds, ongoing issues may lead me to explore alternative platforms due to the lack of support and the inconvenience caused by payment delays. It is disappointing that these problems persist, leaving me contemplating a switch. My username is Zen of Hearts.

My account was closed due to "rude chats." I admit I was impolite to someone, but it was because I had to modify an order. I was selling a PS4 and discovered extra items - a new headset and two slightly used controllers. The buyer reacted negatively to the changes, and though I tried to explain and made a slightly rude comment, it was in the heat of the moment. The buyer then threatened me, knowing it could lead to me getting banned. I acknowledge my mistake, and I will ensure it doesn't recur.

I recently sold a bundle of 3 pops to a buyer who received the package on Wednesday, 10/07. I informed them about the delivery, but have not received any response. The following day, Thursday 10/08, the buyer requested a return without providing any reason. I tried reaching out to inquire about the issue without success. I am concerned whether the buyer can open the package before requesting a return. I suspect they might swap the items I sent with damaged ones. I appreciate your prompt response to clarify this situation. Thank you and have a great day.