Mercari Customer Service Issues

I ordered an iPhone believing it was for AT&T as the seller assured me. After paying for it, my AT&T sim card didn't work. The seller claimed it was AT&T-compatible and suggested I was mistaken. Seeking confirmation, I discovered the phone is actually locked to T-Mobile. I requested a refund from the seller but received no response. Since then, I've been attempting to contact customer service for assistance. What options are available to resolve this issue?

I received my order in poor condition. The items inside were damaged, and even the packaging was torn. There was no protection around the products, and the notebooks were bent and unwrapped when I opened them. This was meant to be a gift, and now it's ruined. I am extremely disappointed with this purchase. I attempted to request a return on the app, but it gave me an error about contacting the API. I am seeking a full refund for this unacceptable experience.

I received the product I ordered, expecting it to be new, but it arrived without its original packaging, only in a plain brown box without a receipt or instructions. The Nuface facial tool I received does not work as it fails to turn on. I have sent the necessary pictures to the Mercari representative, but they claim they are unable to view them. I have confirmed that the pictures are visible on my end. The representative mentioned using a "button," presumably on the Mercari app, which I find difficult to navigate and inefficient to use. I am in urgent need of a refund. Thank you.

I opened my app recently and was surprised to see that it says I have an unregistered account. This is concerning because I have successfully sold items on the app before. Additionally, my profile appears empty with zero followers, and my name has been removed. I am currently in the middle of a transaction to transfer money from the app to my bank account, so this situation is worrying. The entire experience feels suspicious, making me hesitant to continue using the app. I have decided to switch to Poshmark instead.

The prepaid label was ineffective at the post office, requiring me to cover the shipping costs myself. Despite reaching out to customer support, I felt unheard by the agent. As both a customer and seller with significant transactions, I have encountered frustration surpassing $10,[redacted] in the past year alone. The lack of acknowledgment and the necessity to request a refund for the additional shipping expenses due to the faulty label have left me extremely upset. Despite usually demonstrating patience and understanding, I am disappointed by the handling of this matter. Requesting to escalate this concern to a supervisor for a resolution.

I purchased an Apple Watch on Macari for my daughter as a Christmas gift. When she attempted to connect it to her phone, an error message appeared requesting the original owner to remove themselves from the account first. However, when I tried to contact the seller through Macari to resolve this issue, I discovered I had been blocked from messaging them. I am seeking Macari's assistance to reach out to the seller or unblock me so I can communicate with them regarding the necessary steps to make the watch functional. The watch was bought for $[redacted].00, and currently, it cannot be utilized.

I submitted an offer for an item which the seller countered. However, shortly after, the item was sold to someone else. I intended to accept the counter-offer but was not granted the 24-hour window. I tried twice to accept but the item showed as "SOLD." According to the rules, buyers should have 24 hours to respond to counter-offers. The seller, jvg94, sold a green crystal stone named "Fuchsite." I have screenshots of my offer, the counter-offer, and our chat for reference. Thank you. ~ Julie N. (RainEcho11:11)

I recently received the item I bought, expecting a black MK small wallet. However, it turned out to be navy blue. I was under the impression that I needed to contact the seller before Mercari approved the order. Due to the purchase being over the Christmas holiday, I had to wait for a response from the seller. Despite this, Mercari proceeded with the order without addressing my concerns. When I used the search function, I specifically looked for a small black MK wallet, which was reflected in the seller's photos. Unfortunately, the navy color was only mentioned at the bottom. As someone on a fixed income, I cannot afford to spend money on an item that is not what I expected. I believe the seller's photos were misleading, leading me to believe I was purchasing a black wallet. I hope for a resolution from Mercari, including a refund and a prepaid shipping label. As a loyal customer, I am disappointed and would appreciate assistance. Thank you.

I recently sold a purse for $[redacted], and the customer already rated me. When I provided my ID for instant payment, it was expired. I promptly obtained a new driver's license from the Illinois license facility and submitted it. It's been a week, and I am still waiting for my payment. I don't have the luxury of waiting any longer, as I've spent countless hours on the phone without any assistance. I have also sent over 30 emails. Can someone please assist me with this matter urgently? Thank you.

I sent a package via USPS to a buyer. The delivery tracker currently shows a shipping label was created with FedEx on Friday, but I actually used regular mail. I shipped the package today and can provide the tracking number: 9[redacted] 5[redacted] [redacted] 25. I notified the buyer about the issue and gave them the correct tracking information. How can I ensure the delivery tracker reflects the accurate details for the buyer?

I recently bought a Tiffany bracelet, but I'm very disappointed with the size. It seems to be made for a child's wrist, despite the claims of its authenticity and weight. I have a small wrist, so this was upsetting. I suspect it may not be genuine due to its size and weight compared to what was advertised. I would like to return the bracelet as it doesn't meet my expectations. It also appears to be shorter than it should be by about six links.

I purchased a yellow hobo wallet that was described as being in great condition by the seller. However, upon receiving it, I found it to be dirty, stained, and well-worn. Despite my attempts to contact the seller and request a refund due to the significant discrepancy between the item's condition and the description, I have not received a response. I have reached out multiple times but have not had any luck. How can I proceed with getting a refund and returning the product?

The current shipping options are not functioning correctly, leading to customer complaints about high prices for small and large items alike. This issue has resulted in a loss of three sales in one week for my business. I am also finding it inconvenient to provide package sizes as they may vary when reusing boxes. While I understand Mercari's packaging rules, I prefer the old shipping method. I am certain many others have also requested a return to the previous system. It seems unnecessary and potentially detrimental to have changed the postage structure, especially considering our strong reputation as a resale company. The new system is proving challenging for sellers as customers are deterred by the high shipping costs.

To whom it may concern, I recently had a buyer named Stevenn purchase 4 sets of Minecraft toys from me on 12/20/[redacted]. I sent all 4 sets in one box due to the holiday rush, but he received them on 12/29/[redacted] and rated me 5 STARS for the entire purchase. However, he has not rated the other 3 sets and is now unresponsive to my messages. Despite my efforts to resolve the issue with Mercari, I am unable to receive the payment I rightfully earned. I am disheartened by the lack of assistance from Mercari's "Help" Center and the possibility that the buyer could request a refund for items he already has. I need help in getting the funds I deserve for the items I delivered. I have attached photos of our conversation and the unreveiwed sets. Your attention to this matter is greatly appreciated. Sincerely,

I have been trying to reach your team for over a day regarding an order I never received. I am concerned that I might have been scammed and that you are not addressing the issue. I provided pictures showing an empty filing folder that was poorly taped and did not contain the item I purchased. Despite the seller's claim, there was no Ziploc bag or my address on it. I refuse to pay for shipping for an empty folder. Additionally, I had to purchase the same bathing suit on Poshmark yesterday because I still hadn't received my order from your site. I believe the seller may have scammed me. I can provide more pictures of the folder if needed. I expect your assistance in resolving this matter and preventing others from being cheated out of their money.

On December 18, [redacted], I purchased a used authentic Gucci sunglasses from seller Brian Ramirez. Upon receiving the glasses, I discovered they were brand new fake Gucci glasses made of plastic. I contacted Mercari to address the issue and requested not to rate the seller as they sold me counterfeit items. Miss Carly asked for a picture, which I promptly sent, but I did not receive any further communication from her. I was informed via email that Mercari denied my claim and rated the seller. Additionally, I did not authorize Mercari to charge my card for the transaction; I simply wanted to know how to use my $[redacted].55 balance. I am currently waiting for the shipping label to return the glasses; however, if it's not provided, I will return them to the seller and seek a refund through my bank.

I recently ordered a pair of Powerbeats Pro headphones that were advertised as "like new" and had never been worn. However, upon receiving them, I discovered that they were not functioning properly. The headphones keep losing connection, affecting the quality of the music. I left a negative review for the seller on Mercari, not realizing that it would prevent me from returning the item. I paid $[redacted].43 for these headphones and believe I should be able to return them. I understand that I now need to open a case since I have already rated the seller. The seller misrepresented the product as brand new and in perfect working condition, which is not true. Please advise me on the next steps to resolve this issue. Thank you.

I purchased a pair of AirPods Pro on December 23rd and got them on December 26th. Excited to use them, I was disappointed by their performance, suspecting they might be counterfeit. It seems I missed the three-day return window, but I'm hoping to find a resolution without involving PayPal. I am willing to return the AirPods for a refund. Can someone assist me with this issue? Thank you.

I came across a listing on Mercari, and the seller insisted on communicating through their phone number rather than the Mercari chat. They also required me to purchase the item outside of the Mercari platform. Since then, they have been bombarding me with requests for additional funds, claiming it's for unexpected shipping costs. This has resulted in me spending $[redacted] more than the original listing price. Despite their continued responses, the seller is now threatening me, stating they won't ship the product unless I keep sending them money. Moreover, they falsely claimed the package was delivered to my address, which it was not.

Hello, my name is Michael G. I purchased a Salvatore Ferragamo belt in size 105cm. I attempted to return the item, but it was returned to me by USPS as undeliverable. After contacting the seller, I was provided with the correct address for the return: [redacted] Jennings Street. I believe this address is in the same city, state, and zip code. The belt I received is not the size that was advertised. I am seeking a refund for this purchase. I am hopeful this matter can be resolved promptly. Thank you.