Mercari Customer Service Issues

I reached out to Mercari through the app regarding an undelivered purchase order. I was informed that if I don't rate the seller, my funds will be released in 24 hours. However, Mercari mentioned they would address my issue in 48 hours. I replied to Danny from the Mercari Team, who reassured me about my funds and suggested options to resolve the issue. I want to ensure the seller got my message before deciding on cancellation. Despite waiting for a response, I received an email urging me to rate the seller. This situation is causing stress, and I hope for a positive resolution without my funds being released before the matter is settled. I purchased American Eagle Slimflex jeans for $20 and never received them. I seek a swift resolution to this issue. Thank you. Marie White

Hello, I placed an order on December 6th with expectations to receive my delivery by December 11th. As of today, December 14th, I have yet to receive my package. Despite this, I keep receiving messages prompting me to rate the seller by a certain date, which I can't do as I haven't received the package. I have reached out to the seller multiple times, but she has been unresponsive. The tracking number indicates that the package has been delivered, but I have thoroughly checked my mailbox and the surroundings with no luck. I have attempted to contact customer service through various channels as my email has not been showing me the responses. I would appreciate a refund or some form of resolution as I do not wish to pay for an item that I have not received. Thank you.

I shipped a diamond necklace and the tracking information showed it was out for delivery on Thursday, December 6th. However, the recipient did not respond to my messages about the shipment or the alert showing the delivery status was not updated that day. After contacting USPS, they mentioned the item might have been delivered but not scanned properly. Despite my attempts to reach out, the buyer has not responded, and it has been over a week since the supposed delivery. It's clear they received the necklace as there have been no complaints. The buyer's account is new with no prior purchases or reviews, and they have not provided any communication. I request for the funds to be released accordingly.

I purchased an item on 12/4, and usually, the seller has three days to ship, but I haven't received it yet. Today is 12/15, and the tracking information says: Status: Pre-Shipment December 4, [redacted], at 10:30 am Shipping Label Created, USPS Awaiting Item SHARON HILL, PA [redacted] I reached out to both the Sharon Hill Post Office and my local one, and they confirmed the same tracking details as listed above. On my Mercari page, it says: Seller requested rating Your seller claims the item was delivered on 12/10/[redacted] at 10:17 AM. I have already checked with my neighbors, but the package is nowhere to be found. I've tried reaching out to Mercari support, but unfortunately, I haven't received a response. I couldn't find a way to message the seller directly either. What else can I do to track down my package at this point? Is there a way to get in touch with the seller directly? Thank you for your assistance.

One of the items I had listed was removed due to selling weapons and self-defense items, including kneepads, a gun case, a paintball pod holder, and other items. The item in question is a Maxxed Proto Rize paintball marker. I am puzzled because this marker is used for the recreational sport of Paintball and is not a weapon or for self-defense. There are other paintball markers currently listed on Mercari, so I'm unsure why mine was removed and why the other non-violating items I listed were also deleted. I kindly request that my listings be reinstated as they do not breach any selling restrictions on Mercari.

I purchased a PS4 for $[redacted] from Seller Kimberly Gordon. After the transaction, the seller canceled it, and the posting was taken down. The money was deducted from my account instantly, and now I have to wait a week to get it back. This situation is unfair as I needed the funds to buy another one before Christmas. I am really frustrated and would like the refund to be processed today, not a week later.

Hello, I purchased a dress labeled as size 2-4, which is not suitable for a woman who wears size 3XXXL. I had intended to gift this item to a plus-size woman, so I am quite disappointed with the mix-up. I kindly request Mercari to correct this error. The item I wanted was a 3XXXL women's t-shirt dress for lounging around the house, not a tailored career dress in size 2-4. Please address this issue promptly and send the correct item. I eagerly await your response. Thank you. Best regards, Carren M. Woods

My son sold an item on your website in good faith. Once the buyer learned the item was shipped, they stopped the payment at the bank. Now the package is en route to this fraudulent individual. We contacted the US Postal Service, who have opened two cases against this person. The buyer has removed their profile. The Post Office is attempting to intercept the package, but it's uncertain if they can. We've exhausted our options, short of boarding a plane to stop the postal truck. If possible, I'd pursue that route to catch this scammer. My son tried calling your number 8 times, waiting on hold for 10 minutes each time only to be disconnected rudely. This level of customer service is unacceptable. What further assistance can your company provide in this situation? I eagerly await your response. Sincerely, Mrs. J. Gee

Hello, I purchased a dress on Mercari that was supposed to be a 3XXXL women's t-shirt dress but it turned out to be a size 2-4 tailored career dress. I intended this as a gift for a very large woman and I am disappointed with the outcome. I would appreciate it if Mercari could correct this mistake. I am looking for a t-shirt style dress in bright colors for a very large woman. Please respond to my message as soon as possible as I need this for Christmas. Thank you. - Carren M. Wood

I recently purchased a Canon Camera on Mercari and received it today. Upon testing it, I noticed a thin film of smoke emitting from the camera when taking a picture, followed by a flash of electricity visible from the seam, indicating a potential electrical issue. I have reached out to the seller and attempted to contact Mercari customer service without success. I am concerned for my safety and would like a refund for this faulty and potentially dangerous item. I am willing to return it to the seller. Thank you.

I recently received a broken item from the Mercari site and immediately started an inquiry. Despite submitting photos and documentation promptly, I faced delays and a lack of proper assistance from the customer service agent, "Stephen". In addition, when attempting to resolve the issue with the seller directly, I received unprofessional treatment and threats. The overall customer service experience and seller behavior on the site are unacceptable. I am seeking assistance in obtaining a refund for the inaccurately described and damaged item.

I sold [redacted] Bratz dolls, but the buyer never paid for them. After the buyer decided they didn't want the dolls, I made several claims, but Mercari mentioned the buyer might send them back without guaranteeing it. These dolls belonged to my daughter, who no longer played with them and wanted to sell them to buy a cell phone for Christmas. Mercari said they might send a return label to the buyer. I'm frustrated with this situation and won't use Mercari again. I hope to receive a prompt response as my husband, a knowledgeable lawyer, is ready to address this issue. Please contact me at [redacted]; my name is Valerie, and my email is attached.

I have sold a $[redacted] collection of dolls on Mercari to a buyer named Strawberry Milk. It has been four days, and I have yet to receive payment as the buyer canceled the order. Despite my numerous complaints and messages to Mercari, they finally responded, stating they sent a return label to the buyer. However, there is uncertainty if I will get the dolls back. These dolls hold sentimental value as they were collected by my daughter over the years. The money was intended for her new cell phone for Christmas. The buyer received a refund, but the status of my dolls remains unclear. I feel hesitant about the situation and hope for a resolution from Mercari soon. My daughter is upset and eagerly awaits the return of her beloved dolls.

I purchased [redacted] dolls from the Strawberry Shop, but the buyer no longer wants them. Mercari issued a refund, but I am unsure when I will get my dolls back. Mercari is uncertain if the dolls will be returned to me. I explained to them that since the buyer didn’t pay for the dolls, she should return them. These dolls are important to my daughter who collected them over the years, but she has outgrown them and now wants a cell phone for Christmas. It has been 4 days, and the buyer is not responding to my messages. My daughter just wants her dolls back. If she decides to keep them, she should pay for the purchase. This situation has ruined Christmas for my daughter. The buyer's communication and the situation have been extremely upsetting for us. We need assistance in getting our [redacted] dolls back. It's been a disappointing Christmas for us.

I recently bought an iPhone6S, but when I tried to use it with ATT Wireless, they informed me that the phone was locked, not due to software or carrier issues, but because it was locked by the previous owner. I contacted the seller, carpjr98, who agreed to refund me the $[redacted].00 I paid for the phone. Despite seeking help from several places, including ATT and an Apple Store, the phone remains unusable. Both the seller and I believe a refund is necessary. My username is iamblessed, and I kindly request for someone from Mercari to reach out to me regarding this issue. Thank you for your attention.

I bought a used VCR/DVD player combo from J and W Collectables on December 15th as a Christmas gift, ID m[redacted]7. I have faced long wait times and disconnections when calling for information. I am concerned about the shipping status as the seller is unresponsive, and I haven't received the promised confirmation email within three days. Please reach me at [redacted] or toll-free [redacted] at Hobgoblin Music from Monday to Saturday between noon and 4 PM. Thank you for assisting me with this issue. I hope for a prompt and genuine response to address this situation. Thank you, Eve Stone.

Hello, I am facing a significant issue. I sold a pricey purse on December 7. The buyer received it this past Monday around 1 pm. I politely asked her to rate me when convenient, but despite saying she would do so once home, she never did. She stopped responding to any messages. Mercari sent me a generic message asking me to wait three days, which I did, continuously reaching out and explaining I feel scammed. Unfortunately, there has been no response since the day before yesterday. I wasn't automatically rated, and now I am left without my item, payment, and feeling disregarded. My only choice appears to be to file a police report, something I plan to do first thing Monday morning. If no one contacts me by Monday, I will take that step promptly. Thank you.

I have reviewed the emails regarding my suspended account. I want to clarify that I only have one account. Can I log back in using my Facebook credentials? I have supported others in using your app and made purchases. Will I be able to continue using the app and purchasing items? I value my experience with your platform and would like to address any misunderstandings about my account activity.

Hello! I've been trying to address this issue multiple times without success. I sold a genuine and costly new YSL purse at nearly half the price to buy a new phone for my daughter for Christmas. The buyer received the purse on Monday, December 17, and vanished without responding to any messages or rating me. According to Mercari's policy, they should refund me after 24 hours of no response from the buyer. However, it's been over 24 hours, and I haven't received any updates or my purse back. No one has contacted me since yesterday, and my inquiries remain unanswered. I am frustrated and concerned about the almost $[redacted] at stake. I may involve the police if Mercari doesn't assist. This app needs to ensure safety for its users.

I mainly use my computer for most tasks. I understand that this platform is primarily a mobile app, but I would appreciate the ability to access it on my PC occasionally. Lately, I've been attempting to view my purchase history. Upon logging in, I select the item I want to review, only to be prompted to log in again for identity verification. Despite selecting to remember my device for 30 days, the website doesn't retain this information. Additionally, the site doesn't allow me to save my password on Google, which can be frustrating. The loop of signing in repeatedly is becoming tiresome. I decided to reach out to seek a solution to this recurring issue. Thank you for your assistance. -Kate