Mercari Customer Service Issues

Hello, I am Paige R. I have a Mercari account where I sell items. Recently, a buyer is claiming they did not receive the iPhone I sent. I know I shipped the item and believe I am being scammed. I hope this situation can be resolved quickly. If not, I may need to consider legal action and report Mercari to the Better Business Bureau for not supporting sellers like me. Your urgent assistance is greatly appreciated.

Hello, I've attempted to contact the seller multiple times to make offers, but I haven't received any responses. Could you please check if this seller is still active on Mercari? The seller is FarmhouseFaves and there are still many items in their shop. The item I'm interested in is the 'Rae Dunn pumpkin spice fall mug' priced at $22 with $7.99 for shipping. I would appreciate it if you could confirm the status of the seller as I'd like to proceed with the purchase. Thank you!Elizabeth Blake, eblake123

I am reaching out regarding my account that was closed recently. I have been a member since [redacted]. My account was closed due to allegations of selling fake shoes. However, I can confirm that all the shoes I sold were genuine, and I received positive reviews on all of them. While there were two returns, they were not for fake items. Despite this incident, my ratings for both shoes and sales remain at five stars. I believe my account closure was unjustified and I kindly request for it to be reconsidered. I actively use Mercari for selling and buying items and value the platform greatly. I hope you can give my account another chance and allow me to continue using the service. Thank you for your attention to this matter.

I suspect my Mercari account was compromised on Monday, March 14th. My profile vanished along with all listings and messages. While I receive notifications and emails, I can't manage offers as it deems me an unregistered user. Despite no rule violations, I never received a suspension email. After an odd incident with buyer names changing, everything disappeared by 1:30 a.m. Monday, except for notifications. Reports of widespread hacking worry me. With over $[redacted] at stake, I need assistance urgently. Despite reaching out on the app and via email to Mercari, only automated responses acknowledged my concerns. Fearful of losing my funds, I'm desperate for a resolution, knowing others faced long waits and financial losses from similar hacks.

Hello, My husband purchased a facial cleanser from one of your vendors. Unfortunately, the bottle arrived with a broken seal. I have been trying to send pictures of the issue, but keep receiving an error message. I also left a voicemail. I hope this message reaches someone who can assist me with returning the product. I am uncomfortable using an open item and would like a refund or an unopened replacement. It is important to note that the bottle in the email my husband received looks different from the one I received. Thank you, Stella (Account: Edward Tiaga, [redacted]) Product: - Philosophy Purity Made Simple Cleanser - ID: m[redacted]6 Payment Details: - Item price: $35.00 - Shipping fee: $7.84 - Tax: $3.06 - Total: $45.90 - Payment method: PayPal Shipping from: Melissa45365 Sidney, OH

I was selling items on Mercari through my late husband's and my account when I encountered issues due to the new $[redacted].00 tax law. After being asked to fill out a W9 form, I used my late husband's SSN as advised by our family estate attorney. However, Mercari immediately locked me out of my account, holding my funds and refusing to communicate with me. Despite multiple attempts to contact them through their help center, I received no response. Even after filing a complaint with the BBB, Mercari has failed to address my concerns. Although my account is limited, I still get sale requests from potential buyers but am unable to respond. The lack of communication from Mercari is frustrating, and I hope they resolve this issue soon.

I placed an order for a Fractal Burned Coffee Table with the ID m[redacted]8 on 3-18-22. When I tried to check my order status, I kept getting an error saying I didn't have access rights. I needed to change my shipping address, but during the process, the order started to cancel. I managed to stop the cancellation and informed the seller that I still wanted the order, just with a different shipping address. However, I haven't received any updates since then and my purchase history shows no orders. I tried to message the seller again, but I can't seem to access the messages. I am eager to receive this order and I hope it can be shipped even with the original address. Your assistance in getting more information would be greatly appreciated. - M. Roach

I purchased a Pokémon Evolutions Elite Trainer Box on Mercari for $[redacted], but the seller claims it was listed at $[redacted] by mistake. They are now trying to negotiate a bundle deal with me to "make up the difference," but they refuse to pay me and are suggesting I pay $[redacted] for two boxes instead of the original $[redacted] for one. I have asked them to cancel the order and adjust the price, but they are unwilling to do so. I am unsure how to proceed and I am hopeful that Mercari can assist in resolving this matter. Thank you for your attention, and I appreciate Mercari's platform. Please contact me via phone or email to help resolve this situation.

On Wednesday, March 16, [redacted], I came across a tote I desired on Mercari that was unavailable on other platforms. Since I use an Apple iMac with WiFi, I typically use my husband's computer, connected to our router, for online purchases. I registered with my email and set a password, but later faced issues when trying to log back in. Despite repeatedly entering my password, I received a message saying, "We don't recognize this device." After reaching out to Tech Support and providing a screenshot, my bag arrived without a way for me to leave a review for the seller to receive payment. The seller contacted me, but I couldn't leave the review as their page lacked the option, and the iPad app I downloaded was malfunctioning. A ticket was escalated to an account representative, but I am yet to receive a response. Frustrated by continual password rejections and the lack of functionality, I ended up creating a new account but plan to deactivate both once these issues are resolved. The platform's user-friendliness has been disappointing; I recommend sticking with eBay or Poshmark due to their reliability.

I recently had a return approved, but the seller has not confirmed their address. I am extremely frustrated and upset by this situation. The seller appears to be dishonest and uncooperative. Despite providing evidence of receiving the wrong items in place of what I ordered, I feel unsupported by the fraud support team who sided with the seller based on false information. I am puzzled by the lack of response from the support team and the inconvenient contact details provided. My concern is whether I will receive a refund despite having the return approved through the app. I believe the seller should be held accountable for their actions, and this experience has left me contemplating whether to continue using Mercari. I value honesty and integrity on the platform, and I am disappointed by how this situation has been handled. I am willing to share any necessary evidence to resolve this matter and ensure appropriate actions are taken against the seller. Thank you for your attention.

My Mercari account got suspended. They claim it's due to previously suspended accounts, which I'm not aware of. I have been dealing with identity theft issues, whereby someone has opened accounts in my name. Some of the pending sales were still in transit, and after canceling those orders, I was left with a $[redacted] balance. It has been two weeks since the suspension, and 10 days without any response to my messages regarding my balance. The completed orders were received and rated positively. I feel unfairly treated as Mercari seems to assume guilt without evidence and hasn't provided a resolution timeline or explanation.

I sold a Furby that only moved its eyes and mouth, as that's the function of Furbies. The buyer mentioned using it for a science project and never asked for additional broken ones. I'm unsure what she did to the item after receiving it. I trust I am protected and will receive payment. Following her negative comments, I blocked her. I explained I'm not a store but selling items for my cousin who recently lost his mom in December [redacted]. In our conversation, she seemed fine with the Furby's condition, which had been sitting for many years. I seek assistance as a long-time seller on this platform since [redacted] with a good track record. I've sold nearly 10k items and received many 5-star ratings for my services. Thank you, Mandy.

I recently received a Kitchenaid Stand mixer that was listed as "new." However, upon opening the package, I was shocked to find the mixer covered in dirt, sawdust, oils, and rust. Additionally, the first three mixing settings do not work properly — there is a buzzing sound, and it only rotates at speed 4, which is not right. The speed knob was broken off, and the missing hub cover added to the disappointment. To top it off, there was an old crockpot thrown in the box for some reason. This experience has been truly disappointing, and the item is not in a condition where it can be safely used. It's a far cry from what I expected from a "new" item, and the price paid does not match the quality received. This has been my first negative experience with this site, and I hope it can be resolved.

I have been trying for a long time to resolve this issue with my package. It was returned after a significant wait, and I am unable to reach the previous buyer. Finally, I managed to obtain a tracking number. Despite updating my address, it was not processed in time. I visited the location where the UPS package was sent, and the individual there claims it did not arrive, although they signed for it under the owner's name. I have contacted the police department, attempted to file a claim with Mercari and UPS, but encountered difficulties since I am not the sender. I feel frustrated and have spent days and weeks on this. I am seeking assistance to retrieve my package. I am not feeling well, and have sought help numerous times. Can you please advise me on what steps I should take next? The tracking number is 1Z6A[redacted][redacted]. I hope to have finally found the right place to seek help.

I recently purchased a Blythe Factory doll from a seller which turned out to be a fake. The doll did not have any markings confirming its authenticity, and it wasn't until later that I discovered it was not genuine. While the dolls seemed to be in good condition, they were missing key indicators like tags, a box, or maker's marks. I initially left positive reviews but upon realizing they were counterfeit, I reached out to the seller for a refund. Despite her agreement to refund me once she receives the dolls back, I have concerns about her honesty given the situation. I prefer avoiding any dispute through the platform and hope to resolve this amicably. I've engaged in communication with the seller regarding the issue, but I worry about the outcome. My contact information is provided if needed. Thank you.

I have encountered multiple sellers on Mercari offering unauthenticated dolls and jewelry, despite my extensive experience as a collector for over 20 years, particularly in antiques. This recent experience with receiving another inauthentic doll has left me disappointed. I have already requested a return/refund, which I had to do previously with similar items from a different seller. I am hesitant to make future purchases on Mercari unless it is NRFB (Never Removed From Box). I am currently waiting on two more items to arrive, hoping for a different outcome. If this issue is not resolved satisfactorily, I may refrain from using Mercari in the future and will caution my friends and family about the risks of buying from the platform. I am closely familiar with Etsy and eBay and will wait to see how Mercari handles this matter before forming a final opinion. Thank you for your attention to this matter. - Terr B.

I encountered an issue with a buyer who purchased a jacket from me. After he requested a refund, which was approved, I noticed the pictures he provided do not match the jacket I originally sent him. I have always believed in the protection provided by this platform but now feel disappointed as the situation unfolds. Despite the approval of the return, I am certain the pictures he shared depict a different and damaged jacket, not the one I sent. I even had Officer O., Badge [redacted], interested in purchasing the very same jacket. I urge for a thorough investigation to be conducted as the disparity between the item I sent and the one he claims to have received is evident, down to the mismatched labels.

Hello, I am Bambi B. Recently, I faced an issue with Mercari where I accidentally logged out and couldn't log back in. I tried resetting my password multiple times, but to no avail. This is hindering me from accessing my pending orders and printing shipping labels. It would be greatly appreciated if this matter could be resolved promptly so I can regain access to my Mercari account without further password issues.

I have attempted to address this matter multiple times through your support center and have received generic corporate responses that did not help or resolve the issue. As a seller (randomthingz2day), I have consistently provided excellent service to customers and am disappointed by the lack of support I am receiving. The issues I am experiencing include the need to list and upload pictures one at a time, causing frustration and consuming a lot of time. Despite having a good standing accountant, I am unable to list an antique fan at all. Additionally, I have not made any sales on this platform for at least 10 days, which is unprecedented for me. I have tried all suggested solutions from your support team without success. I believe this to be a technical problem that needs to be addressed from your end. My wife and I have exchanged multiple emails but continue to encounter difficulties. Your app is vital to my business and reputation, so it is crucial to resolve this issue. If not fixed, I will have to end our current relationship and explore other platforms to sell my products. Thank you, Randy.

I was in the process of verifying myself on a Macari website that required me to enable notifications for text and email. Following their instructions, I was asked to purchase a $[redacted] vanilla money order. The person involved, who identified as Gabby Wilson, assisted me throughout and advised me to obtain the card as she was the buyer. Since I was selling an item for $[redacted], I proceeded with the purchase. Subsequently, $[redacted] was deducted from the card.