Mercari Customer Service Issues

I recently realized that I have two email addresses that are the same except for the domain, one is [redacted] and the other is [redacted] I believe this is why I've had issues with my account being closed. When I logged into the app through Facebook, it used the Yahoo email, but when I downloaded it from the Play Store, it used the Gmail one. Unfortunately, when I deleted the Yahoo email, it seems to have affected both accounts. I've been trying to reach out for support but haven't received any responses. I enjoy using the app and have had a positive experience, except for a purchase I made that I never received. I'm also unsure how to process a return. I hope to resolve these issues soon and continue using the app.

I made a purchase from the seller Factotum, and unfortunately, they delayed shipping my item for nearly two weeks. They requested a review, but I decided to wait until I received the item. Upon finally getting the product, I discovered that the lenses on the glasses I purchased had been swapped out and were not as described. Seeking a refund, I reached out to the seller, who admitted to discarding the original lenses. To my dismay, they blocked me for not leaving a review promptly. This entire situation has been very disappointing. I paid $50 for sunglasses with subpar lenses that do not even fit the frames properly. The seller's actions have left me with no recourse, as they have blocked me. Their excuse for the delay in shipment was allegedly a family emergency, but now I suspect it was to replace the original lenses with cheaper ones. I am extremely frustrated and demand a refund.

The Jimmy Choo shoes I purchased, advertised as authentic, have been confirmed to be counterfeit. Despite initially believing they were genuine due to the additional gifts included, I became suspicious upon noticing unusual stitching not typical of authentic Jimmy Choos. Although the shoes closely resemble the real ones, further inspection revealed they are indeed fake. The seller placed them in a genuine Jimmy Choo box, but the model listed on the box does not match the supposed authentic shoes. I am currently in contact with the seller to address this issue and will inform her of the findings. I may seek a verification letter from the Jimmy Choo store if necessary before taking any further steps.

A buyer purchased a dress from me but needed the order canceled due to using the wrong card. After canceling and reordering with the correct payment method, I received a new shipping label from Mercari. I promptly printed and shipped the package on the same day. The label was generated on Wednesday, 5/29/[redacted], at 9:45 am, and Mercari indicated it was shipped at 1:59 pm the same day. Unfortunately, there have been no further tracking updates since I sent it off. Despite contacting the post office, they are unable to locate the package. The USPS manager assured me that they would investigate in the coming days. Regrettably, the dress, the sale, and the customer's item are all currently lost in transit.

I attempted to make a purchase on Mercari, but the seller informed me that the item had been sold to another buyer. This situation concerns me because the transaction appeared to go through. The seller wanted my address to send me the package, going against Mercari’s policies. I declined and inquired about the availability of the item later. The seller mentioned it might be available, but then his account disappeared. I am worried about the security of my credit card and account information in this scenario.

I recently sold two items that were approved for return. The first was a vintage Barbie toy, which has been successfully resold. The second item, a pair of pink shoes, was detailed with multiple high-quality images. However, the buyer initiated a return through Mercari without any direct communication with me. I feel left out of the process and would like to understand the reason for the return and how to prevent such situations in the future. I believe my listings comply with the platform's guidelines, and I seek clarification on why this return was approved. I am unsure why my photos did not accurately depict the item's condition and wish to be informed on how to avoid unnecessary returns. If my pictures and description were sufficient, I request for the return to be denied.

I have a balance and I purchased a backpack. The seller informed me that she accidentally sent it to the wrong address. I kindly request a refund for the backpack and my remaining sales balance, as the customer has already received their item. Please refund it to my PayPal account that I provided when I opened my Mercari account. I intend to sell my products on eBay since my Mercari account was canceled due to the mistaken assumption of stolen goods. I had paid for all my products before the account closure. Even though Mercari requested the purchase receipt after closing my account, I no longer wish to engage with your company. I also made a purchase and now I am trying to assist the buyer in receiving their payment, but your platform is not allowing this transaction. Please transfer all my funds, including the money for the backpack that I haven't received, to my PayPal account. Thank you.

I was suspended from Mercari, which I believe was unjust. My suspension occurred because I reported unauthorized charges on my bank card, which later turned out to be from a family member, but that detail is irrelevant. I don't understand why my family members are also unable to make purchases on Mercari. Every order they place gets canceled and refunded. Although we reside in different households with separate addresses, they continue to face suspensions. I would like to know why I was suspended for rightfully reporting the fraudulent charges to my bank. Should I have ignored the unauthorized transactions? I made significant purchases totaling around $[redacted] over the last few months and generated good revenue for Mercari through my sales. I feel being suspended for reporting fraud on my card is unfair. Thank you.

On May 24th, I received my order of two Rae Dunn Birdhouses from seller RDLove. I delayed opening the package as my home is currently under construction. I left a rating for the seller within the 48-hour period, but upon opening the box later, I discovered that one birdhouse was severely damaged beyond repair. I promptly contacted the seller to address the issue. The seller, in turn, reached out to customer support for guidance, and they advised me to contact customer service for a possible refund. I have photographic evidence of the damaged birdhouse, with one being in perfect condition and the other badly damaged. I am willing to provide the pictures if needed. Unfortunately, the seller informed me that she does not have a replacement for the damaged item. I am seeking assistance on how to proceed with either a refund or a replacement. Thanks, TQ

Hello, I am Anton Stuart. I recently sold an iPhone XS Max on your platform. The buyer, known as Alan Walker, requested a refund immediately upon delivery of the package. After reaching out to him for clarification, he claims there is an issue with the item. I can provide photos of the shipped item along with the phone's IMEI number to support my case. I have encountered situations in the past where buyers fail to return the correct product after requesting a refund. I kindly request your assistance in preventing this buyer from unfairly keeping such a valuable item. I assure you that this buyer may not return my phone. The item ID is M[redacted]5. Thank you.

I bought a Fjallraven Kanken backpack from user barkechl000 for $66. I got an email after the purchase saying I would receive a confirmation once it shipped. The seller had three days to ship it. I ordered on May 28, but as of June 9, I haven't received any shipping details. Please follow up with her. If she's not sending the backpack, I'll need a refund.

The buyer claims to have received the sunglasses in good condition, but the next day, he messaged saying the nose piece was broken and he tried to tighten them, leading to the damage. I packaged the sunglasses carefully, wrapped them in a bag with a cloth, placed them in a thick case, and further bubble wrapped the case and package. Now, he is requesting a refund and to return the broken item. I am uncertain about what to do with the glasses I spent over $[redacted] on, as there was no issue when I sent them.

I bought a Reformation Raquel Cherry Tart Wrap dress (Item ID: M[redacted]5) from Michael Wong on 5/31/[redacted] for $[redacted].25. The seller assured me it was in great condition. However, the dress arrived 10 days later, carelessly packaged in a clear plastic bag, wrinkled, showing wear, and with pilling on the material. There was even a pulled fiber leading to an 8-inch thread pull below the shoulder. After I requested a return through Mercari, the seller responded irrationally, accusing me of lies and scams. I provided clear photos of the defects upon receiving the dress. Despite my efforts to explain, the seller persisted in calling me a liar and claimed I swapped the dress. The seller's behavior has been unprofessional and distressing. I seek a full refund and suggest Mercari inspect the dress instead of dealing with the seller's unfounded accusations and erratic behavior. Thank you for your assistance.

I recently sold my Bugaboo Cameleon Stroller to a buyer and paid $50 for UPS PACK & SHIP. The buyer returned the stroller as they found cat hair on it, claiming it wasn't as described. Upon opening the box, I discovered damage to the foam on the belly bar, which was not disclosed prior. I have pictures showing the condition before and after the sale, and the buyer initially confirmed the stroller was in great shape aside from the cat hair. I suspect the damage occurred either during the return shipping or was caused by the buyer. There was a lack of proper packaging material used during the return shipment, which may have contributed to the damage. As the item was insured for up to $[redacted], I am seeking compensation for the inconvenience this situation has caused, as I now have to refund the new buyer due to the misrepresented condition of the stroller.

I had a terrible experience with Mercari. I purchased three bottles of conditioner for $30, but when I received them, I found a watered-down mixture unfit for use. Despite contacting Mercari's customer service, they only offered me credits, which I declined, requesting a refund instead. Threatening to leave a negative review prompted Mercari to falsely claim I had two accounts, seizing the 30 credits and my $30. If there's legal action against them in the future, I will join to reclaim my money from this dishonest company.

I bought an iPhone 7 from Jessica Klein on Mercari. I've been trying to reset the phone to use it with Sprint, but I need the Apple ID and password which Jessica hasn't provided despite my requests. I can't contact her through the app anymore, and it's frustrating. Someone from the establishment needs to reach out to her and ask for the necessary information. It's been almost a month since I got the phone, and this situation seems unnecessary and immature.

I recently sold a light, designer bag on Mercari. The buyer left a positive five-star rating, and the sale was completed, closing my account. The proceeds appeared in my account, but when I tried to access them, I was asked to verify my information. I promptly provided the requested documentation but have not received any updates. Despite sending two follow-up emails, I have not heard back from Mercari. After seeking help from GetHuman, Mercari contacted me, but the issue remains unresolved. It was escalated for review on 6/12/19, and as of 6/18/19, I have not received any further communication from Mercari.

I need to report a seller for fraudulent activity. The individual, Ella Willis, has been continuously changing the descriptions on her products. Initially, she went by ClassyCloset Maildeals, then IHeartPink, and now she is still using the same name but has included a phone number: [redacted]. I mistakenly sent her $[redacted] through an app because she provided a phone number for me to call, making me believe she was trustworthy. Despite having 65 positive reviews, she turned out to be a fraud. I thought I was purchasing an Apple Watch Series 4 44mm Sport Loop Gold, iPhone XS Max 64GB Gold, MacBook [redacted] Rose Gold, and AirPods new generation wireless, but instead, I received a box of eyeshadows. We had agreed on a deal for $[redacted].

I encountered two problems with my recent orders. Firstly, after purchasing three bras, they were never delivered. Secondly, a pie dish I ordered arrived completely shattered despite following all return procedures, submitting requested photos, and engaging with customer service. Following a delay, the seller was auto-rated, preventing me from obtaining a refund. Out of my three purchases on Mercardi, only one went smoothly. The offer of store credit was inconsistent and unwanted. I seek a refund to my credit card for the mishandled transactions. I am dissatisfied and find the situation unfair and unprofessional. I no longer wish to shop on this site.

I am experiencing an issue with a recent sale on Mercari. I attempted to update the shipping information to reflect that I had shipped the item via USPS, not FedEx as indicated on the platform. Despite providing the correct details and having the tracking number showing successful delivery, the payment has not been processed correctly. Additionally, I believe I am owed $63 instead of the $55 received due to out-of-pocket shipping costs. My attempts to contact Mercari have been largely unsuccessful, with only one brief conversation. I am anxious about not receiving payment or feedback from the buyer who has been unresponsive despite the item being delivered. I have tried reaching out multiple times to no avail. I urgently need assistance to resolve this issue as calling Mercari has been challenging and unproductive. Thank you for your help. —Mia