Mercari Customer Service Issues

I purchased a tablet on December 10, [redacted]. On December 14, [redacted], the seller marked the item as shipped. The order number is M[redacted]7. However, there was no tracking information provided. After requesting tracking details on December 20, the seller provided a picture of the tracking label. Oddly, it seems the item had not yet been shipped, as the picture was taken that day. Checking on UPS's website, it indicates they have never received the item. Despite numerous requests for cancellation, the seller claims the item has been shipped and cannot cancel. I have reached out to Mercari multiple times for assistance and to facilitate a cancellation for a refund, but they have not responded. Any guidance on resolving this issue would be greatly appreciated.

A week ago, I received a message from a member of your Returns Specialist Team regarding a fraudulent transaction involving a Galaxy S8 Active phone purchased from member "Samantha West" based in Oklahoma. The phone was advertised as "UNLOCKED," but it turned out to be locked when I tried using a new SIM card days later. Despite the seller's initial apology and promise to remove it from the ATT account, no further action has been taken, and my attempts to contact her have been ignored. This situation amounts to fraud, and I am seeking a refund in accordance with Mercari's guarantee.

I previously contacted you regarding my issue. I urgently require a refund as I'm using my sister's phone since mine is inoperable, impacting my ability to work and provide for my grandchildren. It has been 15 days since IPhone X was sent, and the postal service indicated significant delays. Despite the seller's refusal to refund me, I informed them that I would return the phone if received. I am deeply troubled by Mercari's reluctance to assist me, considering my frequent purchases on the app. I'm emotionally affected by this ordeal and contemplating discontinuing my use of Mercari. Kindly address this matter promptly and facilitate a refund. Your swift action in resolving this issue is sincerely appreciated. Thank you for your attention.

Hello, I reached out via email and voicemail yesterday and left another voicemail today, but have not received a response yet. I am a Mercari user, ambutterflies27, and recently bought a Microsoft Surface Pro bundle with a Pen on Jan. 13th, [redacted]. The item I am inquiring about has the ID m[redacted]7. The seller initially listed the items as new, including another pen and headsets. I contacted them to purchase only the surface pro with 1 pen, and they agreed. However, upon receiving the package, I noticed a white chip on the black device's bottom. I am uncertain if this was repackaged and sold as new. I have pictures showing the chip, and the device has app issues and troubleshooting problems that I would like to return for a refund. I started the computer to check its functionality, and due to the discrepancies, I believe a refund is justified. Please contact me promptly regarding this matter. Thank you, Alexis

I recently joined Mercari and bought an order on 12/25/20, which arrived a week ago. It was a MADISONREED ROOT touch-up for $14 plus $3.49 shipping ($17.49). The seller described it as "Brand New in the box" but the item is actually damaged, unusable, and seems to have been wet and dried. I reached out to the seller and would appreciate a refund or guidance on returning it. This misleading advertising is disappointing as I regularly shop on eBay and Amazon and haven't encountered this issue before. Being new to Mercari, I'm unsure about the correct procedure to resolve this. I hope to have this sorted out soon. - Lynn F.

I recently joined Mecari and was interested in purchasing a Trivoli radio from a seller named Jacob on your site. We were communicating through your seller question option to set up the purchase, where I made an error by including my phone number in a message. I apologized promptly for the mistake. Due to this, I was temporarily suspended from the platform. I kindly request to be reinstated as a member to proceed with the purchase and potentially become a seller in the future. I appreciate the opportunity to correct my oversight and adhere to all guidelines moving forward. Thank you for your consideration. Email: [redacted]

Regarding Item #M[redacted]5, I have been communicating with you about its condition upon delivery. The item arrived damaged, which was not due to any fault of my own. I paid for this item in good faith with the expectation of receiving it undamaged. I am requesting a full refund, including the purchase price and shipping costs, in the same method of payment I used. If this matter is not addressed properly, I will be led to believe that there is no buyer protection provided by your company. I trust that you will handle this situation promptly and appropriately. Thank you for your attention to this matter. Tori M.

I have noticed a considerable number of irrelevant listings popping up in one of my saved searches for "Vintage Calculator" on Mercari. The descriptions contain numerous unrelated keywords. While these listings are from multiple accounts, I suspect they belong to the same person as some disappear from one account only to reappear under another with identical keywords. Despite reporting them for "keyword stuffing" over several weeks, they continue to reappear, rendering my saved searches ineffective. Is there an alternative solution to remove these keyword-stuffed listings from my searches? I have included a few examples for reference: - [redacted] - [redacted] - [redacted] - [redacted] - [redacted] I seek assistance as I genuinely enjoy using Mercari, but the influx of spam listings is hindering my ability to find the items I am looking for.

I shipped a nearly mint condition vintage 360M Hohner acoustic guitar to a person named Terry Asker in Oregon. Despite photos showing the excellent condition, Terry claimed the guitar arrived damaged with cracks and separation. He demanded money outside the app for repairs, against Makari's policy. I informed Makari of the situation, stating Terry's attempt to fish for money and his refusal to contact UPS for compensation. I emphasized that the damage wasn't present when shipped, suspecting foul play. Makari, however, decided to allow Terry to return the damaged guitar without considering my ample evidence proving the guitar's condition pre-shipment. I feel frustrated by this unjust decision, as a seller with a stellar track record on the platform. I hope Makari will review the evidence I provided and reverse their decision, denying Terry's request for a refund.

Hi, I have been a member since [redacted] and I really enjoy using this app. On 01/14/[redacted], I sold a necklace to Roger Robinson and shipped it the same day. On 01/15/[redacted], I accidentally sent a bundle of jewelry meant for Kimmi W to Roger because his shipping label was still in my printer. Upon realizing my mistake after returning from the post office, I contacted Mercari, Kimmi, and Roger. Both orders were delivered to Roger on 01/19/[redacted] at 12:28 pm. Despite my efforts, Roger claimed he didn't receive his order. I asked him to request a return label from the app, but he ignored my message, didn't rate me, and blocked me. I am concerned about his honesty and wish to retrieve my items. I hope you can assist me in resolving this issue and preventing similar incidents in the future. Thank you.

I received my package promptly, but when I tried to set up the Blu-ray player, I encountered an issue with the eject button. Despite following the instructions, the unit did not respond. I even checked for any sounds to confirm it was working. This is my first time shopping on Mercari, and I expect a functional product. However, I am unable to find the supposed message I sent as mentioned in Mercari's communication. I have a stellar record on eBay over the past decade, with a [redacted]% rating, showcasing my commitment to resolving issues with products effectively. I am ready to leave a detailed review if necessary to highlight any shortcomings. It's crucial for both consumers and manufacturers to be aware of any flaws. I hope I have expressed my concerns and intentions clearly for a swift resolution. Feel free to contact me with any further comments. Thank you. Sincerely, D.A. Woolsey

On January 20th, I bought a Coby home theater system with a DVD player. After inspecting the package, everything looked great, and it was well-packaged. Excitedly, a couple of days later, I hooked up the DVD player. Initially, it seemed fine, but now it keeps freezing no matter what brand new DVDs I try. I'm disappointed because even though I said everything was fine, I'm having these issues. Additionally, when I attempted to purchase the home warranty, it wouldn't let me as the option disappeared after clicking on it. To make matters worse, it seems I now don't have the warranty. I hope there's a solution as I paid $64.19 for it. The ID number is M[redacted]2. Mercari credit is acceptable if necessary. My phone number is [redacted], and my email is [redacted]

Hello, my account is registered under the email [redacted], and the item in question is item number m[redacted]2. The item is a pair of Air Jordan 3 retros. The buyer of the shoes is requesting a return for what I believe to be an unfair reason, and I will not accept it. Initially, he accused the shoes of being replicas, but after I provided proof of authenticity, he then stated he no longer wants the shoes. A return should not be allowed simply because of a change of mind. The shoes were accurately described with manufacturing defects and signs of wear, which were disclosed in the listing, leaving him no grounds for his claims. I will provide a picture of the message where he mentions changing his mind and will also include pictures of authenticity. Our previous messages about the Air Jordan 1 pair, which he also purchased, will show his intentions as a reseller seeking profit. I kindly request that the return request not be granted, as it would be unjust and unfair. Thank you for your assistance in resolving this matter. Have a great day.

I have encountered ongoing issues with Mercari where my account gets flagged and sales blocked due to what I believe are unfounded reasons. I create and sell Eva foam toy swords, which do not fall under any prohibited categories according to Mercari's policies. Despite this, they keep citing violations of their illegal weapons policy, which specifically mentions firearms and steel swords that I do not sell. Each time I am flagged for listing a toy sword, the ban is lifted after 24 hours, but the record of the violation remains. This results in repeated bans every time they perceive a violation, even though my products are not in breach. I am considering legal actions to assert my rights in this matter. The same challenges persist on Facebook Marketplace, with constant bans and restrictions applied unfairly to my listings. Requests for resolution have been unanswered, compounding the issue.

I'm Pamela Adams. I bought a DVD home theater system a few weeks ago and left positive feedback. However, I couldn't buy the warranty. I've tried to reach out for a few days. The seller mentioned sending a new CD player, but the item isn't working. The purchase price was $64.19. The item number is M-[redacted]5 [redacted], but it's not loading, making strange noises, and I've discovered it's a discontinued product. I need a refund as it's a significant loss for me. Another DVD player won't connect to all the speakers. I'm frustrated and looking for a solution. Thank you.

I purchased a North Face coat on Mercari on 1-10-21, received it on 1-25-21, and it was damaged. The listing stated it was in "excellent condition" but didn't mention the flaws. I promptly requested a return on the same day with detailed photos and explanations. The coat arrived with hair, lint, and a white mark near the zipper. The seller agreed to the return. Despite numerous messages to Mercari since 1-25-21, I received only automated responses and no return label. I am frustrated with the lack of communication and unable to speak to a real person. I seek guidance on reaching the Returns Team directly. Thank you.

The seller is now requesting more money than the initially listed price for the item due to increased shipping rates. Initially, they sent a partial shipment to test their shipping method which arrived without any issues. Subsequently, when trying to purchase the remaining items, they stated that the shipping cost was too high despite the item being listed with free shipping. The seller claims their profit margin is insufficient due to forgetting to account for Mercari fees. Despite offering an additional $50, the seller insists they won't ship unless the extra amount is paid. The user has experienced a series of issues with sellers of large items on Mercari and is dissatisfied. They mention the seller's name, Mark McCarthy, and the item ID # m[redacted]6, hoping someone from Mercari could review their messages to gain a better understanding of the situation. The user seeks assistance as the purchase was intended as a belated Christmas present.

Subject: Polo Supreme Oud By Ralph Lauren Men 4.2 - Quality Concerns I want to address some issues I encountered with my recent purchase of Polo Supreme Oud By Ralph Lauren Men 4.2. The perfume bottle has visible scratches, suggesting it is not new. The cap seems to have been tampered with. The codes on the pack and sticker under the bottle do not match correctly, indicating a possible discrepancy. Additionally, the scent differs significantly from the authentic Supreme Oud I previously owned. The seller has agreed to accept the return, and I kindly request a return label for this purpose. Thank you for your attention to this matter. Best regards, Initials Date: 02/02/21, 01:40 PM --- Hi, I hope you are well. I contacted Mercari regarding my concerns with my recent purchase. While I understand the current high volume of inquiries, I am eager for a prompt resolution. Thank you for your assistance. Looking forward to hearing from you soon. Warm regards, Initials Date: 02/02/21, 04:00 PM --- This is my first transaction on Mercari, and I must admit I am disappointed by the delayed response to my issue. I have already requested a return and hope for a swift resolution. Feedback on improving response times for customer issues would be greatly appreciated. Thank you.

I purchased a camera lens on Mercari expecting a Nikon lens, but received a Canon one instead. I followed all the steps for a return on their website, including submitting photos as requested. Now, I am waiting for Mercari to provide the prepaid shipping label, as per their policy, so I can send back the item and receive my refund.

I recently ordered a long cardigan with pockets, snaps, and a hood which I love, but unfortunately, it is too small. I placed this order some time ago, without any contact information provided. Just received a shirt in the mail that I did not order. The situation is causing me stress as I suffer from unbearable chronic pain. Please reach out to me as I am desperate to order the cardigan in the correct size, as the dress I received was also too small despite following your size chart. Kindly help me resolve this issue. You can contact me at [redacted]. Text messages are preferred over email. Thank you.