Mercari Customer Service Issues

I recently made a purchase from a seller, but unfortunately, they sent me the incorrect item. The website states that this item does not qualify for returns, but this seems unreasonable given the circumstances. I ordered four tank tops and received a pair of leggings instead. This mix-up should warrant a return. Despite my efforts to contact the seller, I have not received a response. I paid nearly $28, including shipping, for four tank tops only to receive a pair of oversized leggings valued at $9. I believe the company should allow returns when the seller sends the wrong product. I am disappointed in Mercari for not offering this option. I will not be recommending this app or company due to this experience. I feel it's important to warn others about the lack of buyer support in situations like mine. Thank you, Michelle V.

On December 5th, I was falsely accused of something. I am very upset and confused about why this occurred. Despite being a loyal customer, my account was unjustly removed on Mercari. I did not try to solicit anything besides the item I purchased. The seller was attempting to refund me for an item, but I did not engage in any inappropriate behavior. I am unable to contact anyone now and have another item I paid for. I need clarification on what will happen next. The accusations made against me are untrue, and I have never solicited items from others. Please investigate this issue and provide a response. Thank you.

I had a terrible experience with their customer service. It's near impossible to speak with a real person, and their messaging options on the app are quite limited. They even removed their phone number. Dealing with returning a counterfeit item has been a weeks-long hassle. After much back and forth, I finally received a FedEx return label. Strangely, their FAQ instructs me to track the return shipment, even though it's their label. I strongly believe they are involved in fraudulent activities. Unlike eBay and Amazon, who manage to keep counterfeit goods to a minimum, this company seems to unintentionally create an environment for scammers. Legal action may be necessary at this point, and I plan to involve my lawyer tomorrow.

I came across an iPhone X listing on Mercari for $[redacted]. The seller, Mannny, asked me to message him on his phone to complete the transaction. I paid $[redacted], as that's all I had. After the purchase, Mannny started acting strange, responding late and eventually stopped messaging altogether. He mentioned I would receive the item in 1-3 days, but it's almost been 2 days now. Mannny removed the listing from Mercari and redirected sales to Apple Pay. I didn't receive a tracking number, only have Mannny's name and the Apple Pay transaction on my phone. Can someone please assist with this situation?

I attempted to contact you on the 7th of December at 3:20 pm, but I was unable to get through as the phone number provided did not work. The automated message stated that I had exceeded my wait time. I have left a message expressing my disappointment and included my contact number for you to get back to me. I am requesting shipping labels for eight orders that I wish to return within the next six days. The quality of the items I purchased was subpar, and I spent $[redacted] on items that were either of poor quality or unsatisfactory. I am unhappy with the service provided by your platform and the products offered by the sellers. I hope to receive the shipping labels promptly. Thank you. - LR

I bought a Real Madrid jersey, and the seller lied and hid information in the listing. It said the jersey had not been used and everything was fine, which was untrue because it was clearly used and was sent to me dirty with many stains. When I contacted them to ask why they hadn't mentioned this, they told me to check the photos carefully before making an offer. I did check the photos, and it didn't show that it was stained and dirty. After all this, they gave me a negative rating (poor). It's not fair for a seller to hide information or lie in a listing and then give a negative rating for questioning them. It's unjust because I wanted to negotiate with another seller, and they refused to deal with me because of this seller's actions.

I received my order and it is not new as described. It arrived with the prices thrown into a CaviWipes box, and the foam blocks were dingy with bite marks. I have been trying for 5 days to contact Mercari, but there is no phone number, and the help center is not helpful. My order ID is [redacted], and the item is Foam multi-colt building blocks. I am requesting a refund. If the seller wants the blocks back, they must provide a return label. The items are in poor condition, and I doubt anyone would want to buy them. Please assist me.

I recently purchased Beats by Dre headphones and was disappointed to discover that they are not authentic. The color of the box didn't match the ones in stores, and certain features inside indicated they are fake. The seller has closed their account, citing issues with responding to messages, making it challenging to request a refund. I've heard that another person in a similar situation was able to provide photo evidence and successfully obtain a refund. I'd appreciate guidance on how to proceed in resolving this matter. Thank you.

I sent out the item I sold (an iPhone 6) at the post office. They suggested I could use FedEx or ship through them for a small fee, just needing to write the address. The staff mentioned I didn’t need the label from Mercari as they provide tracking. However, upon returning, I worry Mercari won't acknowledge my shipment without their label. I fear I might lose $[redacted]. I have the shipping receipt, tracking number, and proof of shipment. I just hope I haven't jeopardized getting paid.

Hello, I submitted a report for a return on an item that was mislisted eight days ago. I have tried contacting support multiple times through the app and phone but have not received a response yet. I am disappointed with the lack of communication regarding this issue. The shirt I purchased was supposed to be a 'Bape' brand item, but it was not as listed and expensive. I hope to hear back from someone soon to resolve this matter.

I attempted to send a package to a man, but due to a funeral and a snowstorm, I faced delays. When I went to the post office to send it, the sale had vanished from my page. I informed him, and he reacted very rudely and unprofessionally, accusing me of theft and threatening me with fees. Despite not receiving any payment from him, he insulted me and blocked me. I am seeking assistance as I believe this situation is unjust and disrespectful.

I'm Tara M. I placed an order on December 8 for sneakers for a friend, which I received this morning, December 12. Unfortunately, my friend passed away two days ago. I need to return the sneakers as I have no one to gift them to, and they do not fit anyone, not even me. Despite loving them, they are too big for me. I have documentation of my friend's funeral arrangements to support my request for a return. I am still grieving and hope to return the gift meant for her. I urge you to understand my situation and assist me in returning these items promptly. Thank you for your understanding and help during this difficult time. Tara M.

I purchased a laptop on Mercari with the expectation that it would be in good working order, as the description did not mention any issues. However, upon receiving it, I discovered several problems such as broken keys, a non-authentic charger, dents, scratches, and slow performance. I requested a return, but the seller declined. I reached out to Mercari with photos and explanations of why I was dissatisfied, but my return was cancelled, stating it was in the seller's favor. Losing $[redacted] on a laptop with undisclosed issues is disheartening. It is frustrating that the seller was aware of the problems yet did not disclose them. I would like to speak with a Mercari representative over the phone to address this situation.

As a seller, I listed a pair of sneakers for $[redacted], and after multiple discussions with potential buyers, I reduced the price. A buyer purchased the shoes without any prior communication. I shipped the item promptly, but the buyer did not respond to my messages. Two days after delivery, I requested a review, which went unanswered. Subsequently, Mercari asked the buyer to rate the transaction. Shortly after this request, the buyer initiated a return without explanation, further frustrating me. I am eager for a resolution to receive my rating and payment. The item number in question is: m[redacted]4.

I recently sold an iPhone 6s Plus on Mercari, and the buyer claimed they received an empty box and requested a refund. I packaged the phone in a different iPhone box and included a note explaining that I used a newer box because I didn't have the original 6s Plus box, only the XS Max box. Additionally, I included an Otterbox case with the phone. Selling it for $[redacted], well below many other sellers, I feel the buyer may be attempting to obtain a free phone or resell it at a higher price. I find it unfair to return the money as I was transparent, and I suspect a scam. I trust Mercari to review the return request carefully and reject it.

I would like to file a complaint regarding Arcilea Agundez for charging me twice for Coach purses listed as "new with tags," but arrived without any tags and had a strong odor. Despite attempting to resolve the issue personally, I was suspended when mentioning PayPal. This is unacceptable, and I am struggling to resolve this matter without assistance from the company. I need help to recover my funds. Please assist me. - L.M.

Regarding account name flyingthroughspace on Mercari, I would like to discuss Mercari's policy that states: "Buyers have the option to request the cancellation of an order before it is shipped; however, it is at the seller's discretion to agree or decline the request." Unfortunately, the seller seemingly exploited this policy by falsely marking the item as shipped, even though it did not actually ship since USPS does not operate on Sundays. I attempted to cancel my purchase within two hours of buying it because I no longer needed the item due to a kind gift from a family member. Regrettably, the seller's deceptive actions prevented me from cancelling the order. I intend to reject the delivery and anticipate a refund from Mercari, in addition to urging the platform to enhance its system to prevent sellers from falsely claiming that items have been shipped.

I made a purchase of the item on 12/09/[redacted] at 12:48 PM. After no communication from the seller by 12/11/18, I initiated a cancellation through the "Request cancellation" button and messaged the seller to cancel the transaction. Today, I was notified by Mercari that the item has been shipped, despite my cancellation request. I am yet to hear back from Di’Sel, the seller. I am unsure about Mercari's policy in this scenario, but I believe I should be entitled to a free return and a full refund since the seller proceeded with the shipment post my cancellation request. Item ID: m[redacted]9 Item Name: 18K Gold Figaro Chain Necklace Seller: Di’Sel

I purchased leggings from a seller named Shae Lynn (the ID is m[redacted]2, but checked out as a guest. After creating an account, the sale didn't appear on my profile since I registered after the purchase. After no communication from the seller for about five days, I attempted to message her. By clicking on the "order status" link in the confirmation email, I was directed to a page stating "order canceled" after logging into my Mercari account. I'm unsure if I accidentally canceled the order or if the seller did. I'm eager to receive the leggings and hope to avoid cancellation. Unfortunately, I cannot contact the seller through the app. My Mercari ID is MadiCrusan.

Hello, my name is DeAndrea Walker and I am reaching out regarding item ID: m[redacted]6. I have been attempting to initiate a return request, but have been unsuccessful in locating the return form on the help center. Additionally, I have been unable to find any contact information. I am hopeful that this message will initiate the return process. Despite being outside the 3-day return window, the seller has assured me of a refund. I am seeking guidance on the next steps to proceed with the refund process.