Mercari Customer Service Issues

I purchased what was labeled as a [redacted] Rose Cricut Cutie, but upon inspection, it appears to be a poorly done cover-up or repair. I have visual evidence to support this claim. The seller has been dishonest from the start. Initially, she said she owned it for a few months, but since it was released in [redacted], she must have received it from someone else. Despite giving her the benefit of the doubt, she admitted it was not authentic, yet Mercari did not take any punitive actions against her. I have been polite throughout our interactions, yet she has blocked me and is now spreading false accusations. I contacted the police department where she claims to work, but they have no record of her. I am disabled and unable to print a return label, incurring extra costs to have someone assist me. I am asking Mercari to cover all expenses related to returning the item. It is disheartening that Mercari seems to be protecting a confirmed fraudulent seller while disregarding my situation. I urgently require assistance with this matter.

I am currently facing an issue with a transaction on Mercari. The item I purchased was damaged during shipping by UPS, and I am requesting a refund for the damaged item to be processed promptly. The item ID is m[redacted]3, and the UPS tracking number is 1Z6A[redacted][redacted]. I am finding it challenging to resolve this matter collaboratively with the seller due to Mercari's restrictive policies. I urge Mercari to address this situation efficiently, allowing both the buyer and the seller to reach a resolution smoothly. Thank you for your prompt assistance in resolving this matter.

Since June 14th, I have encountered issues with Mercari processing my return. I am hesitant to provide my credit card information for assistance and struggle to find the time to wait on hold for a Mercari representative. Despite explaining my situation to three different representatives via email and attempting to submit my refund request three times, I have only received standard acknowledgment responses without a resolution to my problem. It would be helpful if the representatives could simply forward my message or address the issue promptly. I have been diligently providing detailed descriptions and photos since receiving the fishing reel, yet it seems my purchase is not recognized in the system. I am unsure if the seller has been paid or if my refund request is still active. The inability to access previous inquiries on the refund request page further complicates the situation. I am eager for a refund and curious to hear the seller's response regarding the fishing reel I received in mid-June. - J. Millis

Mercari mistakenly banned my account due to a case of mistaken identity. I am losing money rapidly because of this issue. Despite their reassurances that they will assist me, I am receiving only frustrated and confused customers on my page as Mercari failed to verify details before indefinitely banning my account. This situation is incredibly distressing, and I urgently need this resolved.

Hello, I recently bought a dress from moda_licia. Unfortunately, I lost my debit card and had to freeze my account. I'm reaching out to reassure the seller that I will provide a new card number for payment as soon as possible. Despite my card issue, I fully intend to pay promptly once it's resolved. The seller has already shipped the dress, but the delivery isn't expected for a day or two. I can be reached via text at [redacted] or by email at [redacted] if the seller has any questions. I appreciate your help in conveying this message to her. Thanks, Donna O.

Per Mercari's guidelines, a buyer should ship back an item within 3 calendar days after approval for a return. It has been 10 days, and the item still hasn't been shipped. As per the policies, I should receive my funds for the sale. This delay seems to be a breach of Mercari's own policies. I've been patient, but according to FTC regulations, I can file a grievance for violating the buyer/seller agreement. Mercari's protocol states that a shipping label should have been sent to the buyer, who then has 3 calendar days to return the item - they are now 7 days overdue. My rights as a seller are clearly being disregarded in this situation.

Hello, I am Hannah Pederson, the seller. I am facing an issue with a missing/lost package (listing m[redacted]9) that was shipped through FedEx Smartpost from Dallas, TX on 6/17/[redacted]. The package was last scanned at a FedEx shipping facility in California on 6/20, where the buyer resides. Despite contacting both FedEx and USPS, there has been conflicting information about the package's whereabouts. I have submitted search requests through USPS and filed a claim with FedEx, providing all necessary documentation. The buyer is experiencing difficulties filing a claim with Mercari, while I am unable to do so as a seller. Communication challenges with the buyer are causing delays in resolving the matter. I am seeking assistance from a human representative to ensure the timely handling of this issue before the claim timeframe expires. The frustrating process has left me exhausted, with little progress made. Any help would be greatly appreciated. Thank you, Hannah Pederson

As a seller with a strong track record and a five-star rating, I am facing a crisis. My phone was hacked, leading to potential identity theft. I've taken steps to report this to the FTC but the struggle to regain control of my accounts persists. This situation is incredibly troubling as my online sales, particularly on Mercari, are my primary source of income. For the past three weeks, I've been unable to access my account to fulfill orders or release payments. Despite reaching out multiple times, I only receive generic responses and cannot reach anyone in the billing department for assistance. I fear my hard work on my page may be lost if I cannot regain control soon. The lack of communication and support from the platform is frustrating and my patience is wearing thin. If this continues, I may have to escalate the matter to higher authorities. My main priority is to regain access to my account and secure my funds, which are vital for me. The current situation is putting a strain on my livelihood and I hope for a resolution soon.

I'm reaching out as Mercari recently canceled a purchase I made, claiming it fell under the 3-day selling window rule even though I bought it just 2 days prior. Neither I nor the seller initiated the cancellation, and it hasn't reached the 3-day mark yet. I'm eager to have the item and payment reinstated; it was for a 4 TB hard drive. On a separate note, I did attempt multiple cancellations for another order of jeans (from seller Jeff Young) as it has been more than 4 days with no communication from the seller. Despite my efforts, the cancellation hasn't gone through, stating the seller has time until the 16th. I wish to proceed with canceling this due to non-shipment and lack of seller response. My Mercari username is lbell, and my name is Lisa Bell. I'm looking to get in touch with the hard drive seller (name unknown) since my order was mistakenly canceled prematurely. Additionally, I'd like the jeans order issue resolved promptly with a refund due to the seller being unresponsive past the 4-day mark. I appreciate your immediate attention to rectify these matters.

I recently received my order, expecting it to be new as advertised, but it arrived in a questionable condition. The packaging was unsealed, the camera had fingerprints and dirt on it, and there was even a scratch. I've tried to start the return process on the website, but I'm facing issues. I've left a voicemail regarding this. Could you please address this before the 3-day review period ends? Thank you. - Judy Wall.

I lost access to my account in December and have been trying to contact Mercari for months to resolve it. Today, out of the blue, they closed my mom's account. We have used each other's addresses for different packages, even though we live in completely different towns. My assumption is that this is why they closed it, but it's not the same person on both accounts. They deleted my mom's account completely and are refusing to update the email address on my personal account. My mom had made 12 sales this week with $[redacted] pending and $20 in her account. My personal account, which I cannot access, had approximately $[redacted] or more, with an additional $[redacted] pending.

I recently made a purchase from a seller on your platform. After noticing that FedEx hadn't received the item despite a label being created and a tracking number provided five days earlier, I reached out to the seller. In response, she cancelled my order and sent a message stating she couldn't control the shipment once it leaves her hands. She also mentioned being unwell and threatened to intercept the package. This abrupt cancellation was then falsely labeled as if I had changed my mind on the same day of purchase, which is misleading. I believe this seller, "baracudapawpaw," has a pattern of behavior, cancelling orders and avoiding accountability. The current review system seems to oversimplify the situation without allowing detailed feedback from buyers like me to warn others. I hope for a more transparent process to protect future customers from similar experiences. This encounter has colored my perception of your services, and I appreciate your attention to this matter. Best regards, S.H.

I'm having trouble accessing my account. Despite changing my password, I keep receiving an error message claiming my email address or password is incorrect. I received an email to reset my password, and after following the steps, it confirmed the change, but I still can't log in. I used my account today, so it should be working. This situation is frustrating as I need to negotiate an offer within the next 24 hours.

On December 26, [redacted], my wife bought Apple AirPods Pro for me at [redacted] Unfortunately, they turned out to be counterfeit when checked by Apple. After getting a replacement pair, I also purchased AppleCare for these new AirPods. This past weekend, on August 7, [redacted], while trying to get them fixed at Apple, a technician informed me that these AirPods are also counterfeit. Could I please get a refund for the counterfeit Apple AirPods I bought on January 8, [redacted]?

My daughter bought boots on Mercari, but the box was damaged and had spiders inside. The boots were not as described with different shades and a leather separation issue. The seller claimed they were perfect. I have tried calling with no resolution. My daughter tried to return but had trouble uploading photos due to a computer program issue. I urgently need to return the boots and request a representative to contact me for assistance. I have already initiated a dispute with my credit card. Thank you. Contact me at [redacted].

I am reaching out with two concerns. Firstly, a package marked as delivered has not reached me, although I received another one sent after it. The missing package has item ID m[redacted]4 and tracking number [redacted][redacted][redacted]. Secondly, I encountered an error during checkout mentioning a restriction on transactions due to previous cancellations, even though the sellers approved my cancellations. This restriction is preventing further purchases when I already made arrangements with two other sellers. I would appreciate it if you could address both issues promptly.

I have been waiting for four days to return an item that does not fit. It's a ring that is supposed to be a size 6. I have sent a picture showing how far the ring goes on my finger before I can't remove it, making my finger turn purple. The representative responding to my request keeps asking for a picture showing the ring's correct size, even though there is an option to select "doesn't fit". In this case, they should contact the seller to verify the return. Despite being a loyal customer, I am frustrated because the representative is insisting on this photo request. Due to my chronic illnesses and financial limitations, it's causing me great distress to deal with this situation. The customer service experience has been extremely disappointing. Additionally, considering that my sister was recently threatened by one of their sellers, I find it hard to believe their claims about ensuring buyer and seller protection. I will no longer recommend using Mercari due to this issue with returning items, which seems unique to this app.

Dear Mercari Team, My name is Hoang, and I recently bought the Coach Gigi tote/matching wallet (Item ID: m[redacted]2) from the seller Choctawbaby69. Regrettably, the item arrived in a damaged condition that was not as described in the listing. The bag and wallet appear heavily worn with signs of aging, strong odors, numerous scuffs, and significant scratches. The leather feels sticky, and the interior is stained and well-used. Additionally, the wallet has a tear at the top corner, which was not disclosed by the seller. I am disappointed with this purchase and would like to return it for a refund. Unfortunately, my return request was closed by Jake from your team without a thorough review, favoring the seller. I am willing to return the item for your inspection to compare its actual condition with the listing. I kindly request a reevaluation of this case. Thank you for your attention, Hoang

I recently made two purchases on Mercari, but the seller canceled both transactions without notice. I was shocked to discover that the seller had re-listed my items to be sold as a bundle to another buyer. I find this behavior unethical and believe it violates Mercari's policies. I want the items I purchased and rightfully paid for. To make matters worse, both purchases were offers that were either sent by me or the seller and accepted accordingly. When I confronted the seller about this issue, her response was disrespectful and unprofessional. I believe the seller should be held accountable for her actions and should fulfill the transactions as agreed.

Hello, my name is Jay. I listed an iPhone 8 on your platform for $[redacted], and a buyer with the account name Rau Pan purchased it for that amount. Despite wrapping the phone carefully in bubble wrap and ensuring it was in perfect condition when shipped, the buyer claims it arrived with a scratch on the screen. I requested photos for proof, but the buyer has refused and repeatedly insists that I accept the return. I feel uneasy about this situation as I suspect it might be a scam. I stand by the condition in which I sent the phone and believe the buyer is trying to deceive me. I urge your team to look into this matter promptly to prevent any financial loss on my end. Your assistance in resolving this issue would be greatly appreciated. Thank you.