Mercari Customer Service Issues

Good morning, I recently had a negative experience with a purchase from Mercari. I bought a pair of shoes on 2-28-[redacted], but they arrived with stitching coming apart at the seam and the leather ripped. I contacted the seller with pictures and was told nothing could be done. I found a local repair company that could fix it for $8.00 but ended up accepting the shoes. When I mentioned this in a review, the seller retaliated, calling me manipulative and deceitful which I believe is unjust. I would appreciate some assistance in addressing this matter and can provide photos of the damaged shoes and the chat with the seller. Thank you for your attention to this issue.

I recently sold a pair of Chanel glasses and the buyer returned them two days later, claiming they were not as described. I provided a detailed description and photos of the frames showing the glasses' information. I have encountered a few unwarranted returns lately and left a review for this particular return, but it appears that I lost again. It feels challenging to successfully appeal a review on this platform. Could someone please review this sale promptly? Thank you.

Hello, I recently bought a pair of shoes on Mercari on 2/21/23. Unfortunately, they didn't fit, and there was no size inside the shoe. I contacted the seller, who advised me to send them back. I tried to do so through the app, but encountered issues in sending the information. After sending pictures and being asked for more, I faced difficulties with an Apple link request that I couldn't fulfill as I don't have an Apple phone. Despite my attempts and communication with the seller, no return label was provided. Now, Mercari claims they never approved the return and won't refund me due to this. I find this unfair, especially since their app buttons didn't work. It's frustrating to have trouble returning items as this is the second time. I believe Mercari can improve their customer service. I hope for a resolution as I'm a grandmother on disability and can't afford to lose money without receiving the product back. Thank you.

I bought an item recently and reached out to the seller to inquire about the shipping status. They claimed it had already been shipped but forgot to update the status. Less than a day later, they abruptly canceled the order and removed the listing. It seems evident that they never intended to sell the item. Unfortunately, this isn't the first time I've encountered such behavior. Now, other sellers are offering the same item at inflated prices. There should be a way for us to report users who dishonestly claim items have been dispatched only to cancel orders later.

On March 2, [redacted], I made a purchase for a pc monitor. After 8 days, I had not received the item. Upon contacting the seller, I was informed that they were at the post office sending it as we exchanged messages. However, after an additional 5 days, the seller admitted to never mailing it. When requesting a refund, I was directed to reach out to Mercari. Despite the amount being only $18.19, I am adamant about getting my money back due to the non-delivery of the pc monitor. In addition to the financial aspect, the seller's behavior was inappropriate and dishonest, culminating in offensive remarks about not needing my money. I kindly request the refund of the purchase amount. Thank you.

I am requesting a full refund of $24.30 for the Vintage Ceramic German Apple Kuchen Pie Plate I bought from bebe in California. Unfortunately, the pie plate arrived at my home shattered into pieces. I have contacted the Seller, who advised me to reach out to you for the refund. I eagerly anticipated making the German kuchen for my upcoming family visit and am disappointed about the situation. I seek a full refund totaling $24.30, covering the item price, shipping, handling, and tax. Due to limited funds and being unemployed, this refund is crucial for me. I trust that you will handle this matter promptly. Thank you. Carol S. [redacted] Brookfield Road, Mattydale, NY 13[redacted]

I'm having trouble with two items being returned, and I'm unsure why. The buyer seems to expect pure 10K gold, which I never claimed to be selling. I stand by my descriptions as completely truthful. I have a video demonstrating that both items reacted as gold on the outside, which is what I was selling - not pure gold. Please review my descriptions and understand that I was honest in my listing. If necessary, I can share the video of the acid test showing both items as strong 10K gold on the surface, plated. Thank you.

I received an item on 3/20/23 that I purchased from Mercari's website. Unfortunately, the Rival Gourmet Seal-A-Meal Vacuum Food Sealer I received is defective as it won't close properly to vacuum and seal the bags. According to Mercari's policy, I have 3 days to report any issues with my purchase. I attempted to contact them on the same day the item arrived but encountered an issue with submitting my concerns on their website. It feels like they may be delaying my submission to prevent me from being eligible for a return. I've seen other reviews mentioning challenges with customer service and returns. Despite the item being listed as new, it's clearly not functioning as expected. I am seeking a refund for this purchase.

I paid someone for multiple auctions, but the system on the app shut me out when trying to confirm the payment. Now it doesn't show that she received the payment. I am concerned about being charged again if I have to re-enter my credit card information. I need assistance promptly as she has relisted the items I already paid for.

I encountered an issue on Mercari about six weeks ago while trying to purchase an item. When I pressed the "Confirm and pay" button at checkout, nothing happened. No error message appeared, and the screen just dimmed. I reached out to Mercari then and we attempted various solutions, like clearing cookies, but by the time we tried that, the item had been sold to someone else. Now, when trying to buy a different item, I still face the same problem with confirming and paying. The only recent change I made was updating my credit card information due to my old one being compromised. Discover closed that account and issued me a new card, which I added as my primary payment method on Mercari. Any suggestions on how to proceed?

I have encountered numerous issues while using Mercari, all stemming from the poor customer service when addressing problems. It is frustrating and nearly impossible to reach a real person for assistance, as only automated bots with fake names respond to emails. There is no live chat or phone support available, which is disappointing given the high population density in my state. One recurring issue I face is with making offers to sellers. The pre-authorization payment process always results in my payment being rejected, causing confusion and miscommunication with sellers. I prefer using PayPal with my credit card to avoid sharing my information with Mercari. Despite receiving a vague solution from a Mercari representative in the past, messaging sellers about it often triggers their automated systems to delete my messages. This situation occurred today, and I was even blocked from further communication with the seller. Mercari needs to improve their customer service or risk losing business.

I recently sold a watch to a customer, but the watch he shared pictures of for the return is not the one I originally sent him. Despite this, the return was approved, and now I am about to receive a dirty and worn watch that is not the one I initially shipped. I am baffled at how this mix-up could have happened. It is concerning that someone can buy an item, switch it with a lesser-quality one, and return it without consequences. This situation is unfair as I have always had positive experiences selling items until now.

I posted an item with free shipping on Mercari but decided to handle the shipping myself instead of using Mercari's service. The item was sent back to me with a message saying the address does not exist. I bought the shipping label independently, not through Mercari, so now I can't get a refund for the label since the item was already shipped. Most solutions I found online recommend canceling the order, refunding the buyer, and asking them to repurchase with a corrected address. However, this means I'll lose money on the original label.

Hello, I experienced an issue with the delivery of my package as it was left at a different door and not at my house. I reached out to FedEx and the seller of the mobile phone, but have not received a response yet. I am seeking assistance to locate my package and understand what refund or resolution will be provided for the undelivered item. Below is an image of the incorrect delivery location. Thank you.

I need help with a Mercari seller scam. UPS confirmed that the tracking number provided by the seller, CharlesChan, is fake. The package with tracking number 1Z0927RX[redacted] is not addressed to me but to someone else in Adams, MA from Amazon. Mercari must investigate and promptly close the scammer's account. I have tried calling Mercari, but it was unsuccessful. Can someone provide a contact number for assistance? This issue is urgent. Thank you, Munica Valiton

I recently purchased the Franciscan Vintage Desert Rose Authentic Hand Decorated Classic 71-piece set from the seller named "Fruitful Collection". The item was shipped to my father's residence across the state from where I currently reside. Upon my return today to collect my package, I was disappointed to find that several pieces had been damaged during shipping. Sadly, 6 salad plates, a teacup, and two large dinner plates were shattered. The packaging seemed inadequate as some pieces lacked proper bubble wrap and others were not securely supported. I can provide photos if necessary. As the set was purchased as a whole and I spent a substantial amount of money expecting it to arrive in the condition described, I am requesting a refund.

I recently had my phone stolen while traveling but luckily got it back later, although all my iPhone data was wiped. I recently started using Mercari again and made two sales. However, when I tried to set up payment, I received a message saying my banking information was already linked to another account. I believe this is my old Mercari account which I no longer have access to. I need help from Mercari staff to close the old account so that I can access my funds from the new sales.

Today, the Tsuyu Asui figure arrived, but unfortunately, the outer box was severely damaged which resulted in the product being exposed. The lack of proper packing inside the box led to the damage which was not in line with the product photos viewed prior to purchase. Additionally, a piece is missing, contradicting the seller's description. This was my first experience shopping on Mercari, and unfortunately, the challenges faced in resolving this issue have left me disappointed. I attempted to reach out via phone using my cell due to issues with my home line, hoping to speak with a representative for assistance. Regrettably, I cannot locate my passwords near the computer as intended. I am seeking the missing piece and an undamaged product as described by the seller. Anything less would not suffice. I am extremely frustrated and considering seeking further support from a legal professional or consumer advocate.

I recently had all my listings taken down after being flagged for selling a weed grinder, a prohibited item. I mainly sell [redacted] Friendly shirts to states where marijuana is legal, and to me, this falls under Freedom of Speech. I reviewed the Prohibited Item specifications to ensure I comply moving forward. Nowhere does it mention selling shirts as an issue, especially when they are not drug-related products. According to the guidelines, prohibited items include illegal drugs, prescription medicines, drug-related tools, and grow ingredients. I want to avoid any more flags, so if there's a specific way I should list the shirts to prevent this, please advise. Thank you.

I recently sold a [redacted]-97 Skybox Z Force Clyde Drexler Slam Cam #SC1 Rockets card and shipped it via USPS First-Class Envelope / 3 oz. Unfortunately, the tracking number [redacted][redacted] did not provide any tracking updates, and it seems the buyer is unresponsive to delivery inquiries. The platform allows the buyer to cancel without confirming receipt, leaving me without payment or the item. I am requesting manual review of the order to receive the payment owed to me. Additionally, I urge the platform to address issues with this shipping method, as many users reportedly face similar problems. This platform has usually been reliable, but this experience is concerning. I appreciate your assistance in resolving this matter. Thank you.