Mercari Customer Service Issues

I purchased a lollipop girl doll from the seller Disney girl (item number m[redacted]6) advertised as new in box for $50 with $12 shipping. Unfortunately, upon receiving the doll, my child was disappointed to find it had a detached head. I contacted the seller immediately but received no response. I then tried to address the issue through customer service but found it difficult to navigate through the system. After numerous attempts to contact both the seller and customer service, I was only provided with a tracking number, which did not resolve the issue. My ticket was closed without a satisfactory resolution. As a long-time customer, I am extremely dissatisfied with this experience and expect better service. Brandie Kivlin

Hello, I hope you are well. I am a buyer on your platform and recently experienced a scam involving an iPhone 12 Pro Max that I purchased for $[redacted].17. The seller shipped the package to an address that was not associated with my account, and upon investigation with the postmaster, the package was recovered with an open box and only a $2 toy inside. It appears the product was sent to the wrong address. I am seeking a full refund for this issue. I have attached pictures of the incorrect mailing label on the box, along with my correct address, the purchase amount, and details of the seller. I am very disappointed as this was meant to be a birthday gift. Kind regards, Aulezus Andrews

After receiving a broken/cracked item from a seller on Mercari, I contacted them for a refund. Following their instructions, I returned the item with their prepaid shipping label. The seller has acknowledged receiving the item, but Mercari has not updated me on the status of my refund. Despite reaching out to them, I have not received any notifications and the transaction page shows it as complete. The seller has informed me that they have received the funds. I am disappointed by this situation and await a response from Mercari regarding my refund for item ID #m[redacted]2.

I bought item #m[redacted]4 on September 18, [redacted]. There was an issue with my bank trying to contact me but they had the wrong number, leading them to cancel my debit card. After discussing this with the bank today, they indicated the original purchase wouldn't go through. The payment was processed via Paypal. When I checked Mercari's help section, it mentioned payments couldn't be canceled, advising to contact the seller so they could modify the payment method. I reached out to the seller this morning, and they canceled the initial purchase and relisted the item. I'm wondering if the first transaction will be removed tomorrow. I ended up buying it again through Paypal, but this time with a different card.

Upon receiving my Funko Pop Snap, Crackle, Pop Dorbz figures, the box was severely damaged and had visible cleaning chemical residue on it, with wet packing tape and an overwhelming smell. Two of the Funko Pop Dorbz boxes inside were also damaged and emitted a chemical odor. The post office left a letter apologizing for the damage, but the seller advised me not to rate them and to contact you instead. As a 68-year-old Senior Citizen on a fixed income, I am frustrated as the items were expensive. I have taken photos for proof and can send them if needed, though I am not very tech-savvy. This experience with Mercari has left me feeling unprotected compared to platforms like eBay and Amazon. I appreciate your attention to this matter. Thank you, -Michele Wicklander

Six of my FedEx packages were scanned as delivered at the Marcy, NY FedEx facility where I dropped them off. Now my buyers are concerned since they cannot track the packages and fear they might not be moving. I also need to halt the auto-rating process to prevent issues before the packages arrive. Despite contacting FedEx and being told to wait for the next scan, I'm worried about the situation. I have the tracking numbers and plan to visit the facility to resolve this. Thank you for any assistance you can provide.

Hello, I recently purchased an "iPhone 12 Pro [redacted]" from a seller on Mercari. Upon taking it to the Apple Store to sync with iTunes, I was informed that the device had been criminally modified. Although advertised as an "iPhone 12 Pro," I received an "iPhone X" from the seller. I have attached pictures of the discrepancies, where the device itself differs from what was advertised in the listing. I have attempted to contact the seller without success, and now I am blocked. I feel scammed and would like to request assistance in getting a refund for this misleading transaction. Thank you for your help. Best regards, A.

Since joining Mercari in [redacted], I have solely used the mobile app for all my purchases, eliminating the need to log in until recently. Last night, when attempting to buy a Bose wave radio, I encountered an alert stating that the item was not available in my region. Despite trying to contact Mercari for assistance, I faced technical difficulties with the issue description page. Switching to my laptop, I visited the Mercari website where I had to reset my forgotten password. After creating a new password following Mercari's email link, I tried to log in without success due to repeated invalid login alerts. Resetting the password multiple times did not resolve the login issue, causing frustration as I was in the midst of purchases that I might now miss out on. Assistance with this matter would be greatly appreciated.

I have been using Mercari since **** and always made purchases through the app without logging in. Last night, when I tried to buy a Bose wave radio, I received an alert stating it wasn't available in my region. My attempts to contact Mercari failed due to a malfunctioning page. I resorted to using my laptop and had to log in on the website, but I couldn't recall my password, so I reset it. Despite creating a new password through the email link provided by Mercari, I was unable to log in successfully. Each time I reset the password and tried to log in again, I received an error message stating my login information was invalid. This issue prevented me from completing purchases I had started. I need assistance with accessing my Mercari account.

I am Thomas Oestreicher, also known as vintagefinds2sell on Mercari. I am reaching out about item # m[redacted]7, a Takamine guitar that I sold. The sale shows as completed in my account, but the payout was initially listed and then removed with the message "account adjustment." I am concerned that my funds were taken away and are now inaccessible. Despite multiple attempts to contact Mercari, I have received no assistance or response. My family relies on these funds, and I urgently need this matter resolved. The lack of communication and support from Mercari has been frustrating. I would like a prompt resolution to this issue. Please reach out to me at [redacted] or via text at [redacted].

I recently purchased a sweater from a seller. However, there have been issues with the delivery through UPS. Even though UPS tracking shows the package as delivered, I never received it. When trying to file a claim, I was unable to do so online and had to contact UPS directly, only to be told conflicting information. Despite providing evidence from my security cameras showing no delivery, UPS has not resolved the situation. The seller was paid by Macarri before the investigation concluded, which goes against their agreement to wait. The UPS supervisor mentioned that the carrier needs to backtrack to locate the package for resend, but I have yet to receive an update. I believe this situation constitutes theft.

I received a return approval from Mercari for a perfume purchase, which I received back on Saturday, 10/9. After noticing the broken bottle top and different scent inside, I immediately opened a case. Despite providing photo evidence that the perfume was authentic and sealed, Mercari refunded the buyer and has been unresponsive to my messages. This situation has left me unable to sell the item now, and I feel scammed by the buyer. I am seeking the compensation I would have received from the sale.

Subject: Urgent Assistance Required Regarding Unauthorized Transactions at Mercari Dear Customer Service, I bring to your attention some concerning incidents that took place recently during my shopping experience on Mercari in October. Yesterday, I placed an offer on an item, and to my surprise, my checking account has already been charged today, October 13th, for $38. I want to clarify that I did not initiate or approve this transaction, and I am troubled by this unexplained deduction. Additionally, there is another unauthorized transaction on October 12th for $33. I have no recollection of making this payment, and I would like an explanation for this charge. Throughout this month, I have only authorized two purchases on your platform, a blue tunic top, and a rust tunic top. Yet, my bank account is now running low, with only $10 remaining for my expenses until November 3rd. Being a senior on a fixed income, I cannot tolerate such unauthorized charges on my card. I insist that both of these transactions be promptly voided and refunded without delay. I urge you to resolve this matter immediately. Sincerely, Teresa T. Haynes

I reached out to a video card seller to inquire about the RAM specifications before purchasing. The seller guaranteed it was the 8GB model, but upon receipt, the packaging clearly stated it was a 4GB card, which was confirmed by the sticker on the product and through the computer's device manager. Mercari approved my return, but they require the seller to confirm receipt before issuing a refund. I bought the item on October 6th, received it on the 13th, and shipped it back to Nevada on the 14th from New Jersey. Mercari now states the seller has three days to confirm receipt, followed by additional processing time for the refund, a process that can take up to a month. It is frustrating to be penalized for the seller's misleading information. The post office has verified the return shipment, and I expect a prompt refund.

I purchased Jimmy Choo Illicit on 10-11-21 at 5:49 pm. The shipping label was created on 11-14-21 at 5:36 pm in Renton, WA. The item was received by the postal service at 4:10 am on 11-16-21 by USPS. The package was delivered to someone in Renton, WA on 11-16-21 at 5:36 pm. Mercari shows my item as delivered and wants me to rate the seller, but I did not receive the package. It was delivered in Washington, while I live in Georgia. I have USPS tracking documentation. I have contacted Mercari for help but have not received any responses. I have screenshots and tracking information. Please assist me before I get charged and rated automatically. - Sherry S.

Hello, I listed an item for sale on your website two days ago. Since then, three individuals have contacted me showing interest in purchasing the item but said they faced difficulties with the payment process. They mentioned a requirement to purchase a vanilla card, which I believe is a gift card with a value of $[redacted]-$[redacted], and send a picture of it accompanied by the receipt. I am uncertain if this practice is standard on your platform or if these individuals are attempting to deceive me. If this is a legitimate procedure, could you please inform me? Additionally, if there are alternative methods to sell items on your site, I would appreciate your guidance on the matter. Thank you for your assistance. Have a wonderful day.

I mistakenly paid for my order through Sezzle and it was not supposed to be debited from my checking account. There seems to be some confusion as I now have multiple charges on my bank account. My bank will charge me a fee for each of these transactions unless it is resolved. I would prefer to only pay through Sezzle for the down payment as intended. The additional shipping charges seem excessive, adding up to $32. I have used Mercari before without issue, so I hope this can be rectified promptly to avoid further bank charges. It is crucial to fix this error as my bank needs proof that these were part of one order, not separate purchases. If necessary, I am willing to cancel and reorder my items if that will help resolve the situation. Appreciate your swift assistance in this matter.

I accidentally logged out of my Mercari app and couldn't remember my password. After updating my recovery email, which was outdated, and regaining access to my Yahoo account, I tried to reset my Mercari password. Unfortunately, the reset email isn't coming through despite refreshing my inbox and checking spam. I've updated the Mercari app but still no luck. I really need to access my Mercari account as soon as possible.

Hello, I am Alex Epstein. I am experiencing issues accepting payments on my account despite being verified. Buyers are asking me to contact support as they face difficulties purchasing items from me. I notice other members are making sales, but I am not, even though I have many inquiries. If I am active, where can I direct customers to receive assistance? Is there a hotline they can call for guidance through the process? Some customers are also members, and they all report the same issue. Please assist me in resolving this before I lose these valuable customers. Thank you.

Hello! I purchased a label from Mecari earlier for my shipment. I was unaware that the 5.95 shipping label only covers up to 1 lb, and my package exceeds that by 8 oz. It appears I need to pay an additional 4.00 for the extra half pound, which I find a bit excessive. I have found other labels that are only about 1.00 more than the 5.95 I originally paid for shipping. I would appreciate a refund for the shipping label.