Mercari Customer Service Issues

Today I received an order with two toddler sets and a pair of boots from a seller. The boots and one set were accurately described, but the second set arrived in a disappointing condition. The seller had listed it as in very good condition, yet the item has multiple stains, a piece of what seems to be dried food, and overall looks dirty. None of these issues were disclosed by the seller. I tried to start the return process on the app, but it states that the item is not eligible for return. I wish to return the item and get a refund. I contacted the seller, and she mentioned that it might have gotten stained during handling by UPS as they packed it, but the state of the item looks more like it's from use by a child (for example, the piece of dried food).

I sold a pair of boots (Item ID m[redacted]3) on July 7, [redacted], but the boots were a different size than described. The buyer requested a return after receiving the boots, but I could not reach her as she had deleted her account. Recently, I received a letter asking for a return and a UPS pick-up since she was unable to contact Mercari. The buyer, Skylar Quinn, provided her email ([redacted]) and address as 73 Fiest St #2, Walden, N.Y. [redacted]. I'm uneasy about receiving a letter at my home. Please advise on how to handle this situation promptly.

I bought 4 figurines from a seller, but the packaging was not suitable for delicate items. When UPS dropped off the boxes, they were mishandled. One box containing a figurine arrived broken, and another box with three figurines had two broken. I initiated a return with Mercari, but I am having trouble finding the form on my PC. Despite reaching out to Mercari via email for assistance due to the tight 3-day return window, I have not received a response. The seller accused me and harassed me when I contacted them. I hope to resolve this issue soon.

I recently purchased Apple AirPods Pro on Mercari from a seller. The seller assured they were authentic and in like-new condition. Sadly, upon checking the serial number on Apple's website, it indicated the AirPods were reported as replaced due to being stolen. Moreover, the serial number on the box did not match the ones on the AirPods. I now need to return these and receive a refund promptly. The seller's actions must be reported to prevent this issue from happening to others. Thank you.

I need immediate help transferring my balance from Mercari to my credit card connected to my checking account. When I tried updating the card, it said it's already linked to my son's Mercari account for selling gym shoes. Since he's only 15, he uses my card and I handle the money transfers to my account for him. I urgently need my funds as my account balance is low. Can someone please assist me promptly so I can access my money? I need clarification on whether a card can be linked to two Mercari accounts. It's crucial for my son's sales. He doesn't have a bank account or debit card yet as he's still too young to work. Mercari is essential for his income. Thank you for your guidance.

I had two Whataburger shirts and a Whataburger hat listed on your site, but received a notification that it was taken down due to a rule violation. However, there are still eight other listings with the same shirts that remain up without any issues. I observed these listings on your site, so I decided to sell my son's shirts and hat that he no longer needed. After receiving a message from you stating a rule violation, I am confused as to why the other listings are not being removed as well. I feel this situation is unfair, as I believe I have done nothing wrong. Please clarify the specific rule I have violated, as I am considering removing my other listings and selling elsewhere if this is how my items are treated without justification.

I have encountered a frustrating situation with my recent online purchase. I placed an order on 07/09 and was told on 07/19 that my item was available for pickup at my local USPS station, even though it was never attempted to be delivered to my home. After rescheduling a delivery for 07/20, USPS is now unable to locate my parcel as of 07/29. Despite keeping the seller updated and reaching out to Mercari, where I found no help, my funds were released to the seller due to the transaction being marked as complete. The unresponsive seller has left me without my item or a refund. Despite filing a complaint and attempting to contact Mercari multiple times, I am still left without a solution or assistance.

I have reached out via email three times and made two phone calls regarding my account issue. It has been over a week since my account disappeared, and I had funds and pending orders. I can still see messages from customers, but I am unable to respond due to being logged out. This situation is affecting my reputation as a salesperson. It's frustrating that despite my multiple attempts to contact support, I have not received any response in a week. I had a five-star rating on Mercari and need assistance urgently. I simply ask for a response to my emails to understand the status of my account.

I recently received a MacBook that is firmware locked, and without the original proof of purchase, I am unable to unlock it. Your website has been giving me trouble, as my account has been inaccessible for days. Despite multiple attempts to reset my password, it still shows as invalid when I try to log in. As a first-time user, I am extremely disappointed in the lack of support and functionality. I am unable to contact the seller due to your rules, even though they are the only ones who can provide the necessary information for unlocking the device. The 3-day period after delivery to raise any issues is unrealistic, as some problems may not surface immediately. I urge someone from the company to reach out to me promptly to address this matter before I resort to leaving negative feedback online. You can contact me at [redacted]

Hello, I am Ruppaiya. I am having trouble with my account. It got deleted because I mentioned PayPal, even though I wasn't planning to use it. I never sold anything through PayPal. I had listed many items on my account, and it would be difficult to repost everything. I also got logged out of my account and can't reset my password. I am worried about accessing my funds, as I have $[redacted] in my account. My account name is lisa1212, and the phone number linked to it is [redacted]. Please, can you help me reactivate my account? Thank you.

I recently discovered two unauthorized transactions on my Mercari account. After receiving an email confirming a payment, I immediately checked my account and found these purchases. I contacted the seller, "Tech Planet," to request a refund as these purchases were made in error. I explained that my children had access to my phone, but the seller rudely denied my request. A few weeks ago, my card was fraudulently used on the Mercari app, and the person responsible was charged with fraud. The previous seller also refused to provide a refund and faced consequences. If I do not receive a refund from the current seller, I will be forced to involve my lawyer due to their violation of Mercari's terms of service and involvement in fraudulent activities. Please assist me in resolving this issue promptly. Thank you.

I am confused about Mercari's policy that allows buyers to cancel orders after they have been shipped. This loophole leads to various issues within the platform. Additionally, some dishonest buyers exploit the system by purchasing items, claiming they are damaged, and then returning a similar but damaged personal item while keeping the seller's undamaged merchandise. Mercari's lack of oversight in these situations is concerning. The absence of a direct customer service contact is also troubling. Perhaps Mercari could consider increasing fees to employ dedicated customer service staff. The automated responses from their customer service do not effectively address the specific concerns raised by users, which is frustrating. There are numerous flaws in Mercari's processes that need to be addressed promptly.

I received anime figures from the seller who claimed they were in good condition, but upon inspection, two of them had paint discoloration and several scratches. The Item ID is m[redacted]4. I tried to return them through the help center but was unsuccessful. While one figure was as expected in an unopened state, the other two arrived without boxes, as indicated, but had noticeable defects such as leg and clothing scratches that were not disclosed in the listing. The seller failed to mention these cosmetic issues. Even though the order is marked as delivered in the system, I am unable to request a return. I believe this situation meets the return policy criteria for "Item is not as described" or "There is undisclosed damage to the item." Please reach out to me at your earliest convenience.

I purchased a 256GB iPhone 11 from an account named C.aiden223. Initially, I attempted to buy the phone from the original listing on the site, but the seller messaged me, indicating the original phone was sold and they had another. The seller promised to create a new listing with my name so I could locate it easily. After sending $[redacted] for the phone and eagerly awaiting the delivery, I discovered a napkin inside the package with "homemade apple product" written on it. I am seeking a refund promptly. Mercari mentions that they retain funds until the package is approved, which I have yet to do. Therefore, I am requesting a speedy refund. The account used for the purchase is Super5goku, and the item ID is M[redacted]9. I have already contacted the seller on 8/3/20, the day the package arrived, and I just desire my money back. You can reach me via [redacted]. Thank you.

I have been waiting longer than expected to receive my payment for an item I delivered on 7/20/[redacted]. Today is 8/4/[redacted], and I haven't heard back from the buyer or received any payment. Despite contacting them through the Mercari app, I did not get a rating or any response. When trying to use the app's tool to request a rating, I encountered an error. I have also reached out to Mercari about the payment matter but have not received any feedback. This situation is causing me stress as this is the second time I have faced payment delays. I worry that this might become a recurring issue where sellers aren't paid for their transactions.

I recently sold a heatwave bundle to a customer named Tammara Fullman for $[redacted].00. I accommodated all her requests and even changed the bundle three times until she was satisfied. I sent her three items: a 36-inch real pearl necklace, a 2/4 mink coat, and a full fox skin jacket with the full collar as she requested. Although she received the items, she never rated them on Mercari. After contacting Mercari for assistance, she continued to accuse me of sending the wrong items via email. Despite offering a refund and asking her to return the items, she has not cooperated. Her constant emails are becoming overwhelming, so I have decided to block her to avoid further harassment. I hope to resolve this issue and would appreciate it if the sale could proceed smoothly. Thank you for your understanding. - Lorraine

I wanted to address the issue of branding on Mercari. I have refrained from buying or selling anything on the platform due to the frustration of having to sift through numerous listings that claim to be a specific brand but are actually not authentic. It would be beneficial if there were strict guidelines against mislabeling items with brands they do not represent and the ability for users to flag such listings. Ensuring that items are accurately labeled with their true brand will make the shopping experience smoother for consumers. Preventing sellers from misleading buyers with incorrect brand labeling is crucial to maintain trust within the platform. Buyers should have the option to report misbranded items, leading to their removal until correctly represented. The current option to flag counterfeit items does not fully address this issue. Implementing this change could enhance the shopping experience for everyone on the site.

I have been trying to contact your customer support through messages, emails, and phone calls for a week, but no one has responded. Every message I get says my ticket has been resolved, but they keep asking for the item number. This company's behavior is concerning, and I feel like they are trying to scam me. I sold an item, provided delivery confirmation and tracking information, but I still haven't received payment. While their shipping label includes $[redacted] coverage for loss, Mercari is not addressing my issue. Throughout my 35 years in business, I have never experienced such irresponsible support service. This situation needs to be brought to light to prevent others from falling victim to this company's scams. Despite sending detailed messages for six days, they keep requesting the item number. Stop withholding funds and deceiving customers. Please escalate my problem, as I am considering contacting higher authorities. Your lack of response is discriminatory. Thank you. Cooper

As a seller and buyer on Mercari, I purchased Lilly Pulitzer pants last week, but upon receiving them yesterday, I discovered they were too small and had undisclosed stains on the crotch. The size tag had been altered, and the pants' actual size was concealed. Despite my efforts to seek a refund, Mercari denied my request, leaving me feeling frustrated and disappointed. The lack of communication from the seller only adds to my dissatisfaction. In the past, when a buyer had a similar issue with an item I sold, I accepted the return without any problems. I have contacted Mercari through various means, including calls and emails, providing photos as evidence, but their response has been unsatisfactory. I am seeking clarity on why my refund request was rejected, as my experience contrasts with previous successful returns on the platform.

As both a SELLER and a buyer on Mercari, I recently purchased a pair of Lilly Pulitzer pants. Upon receiving them yesterday, I realized they were far too small to even fit over my hips. The store tag indicated size 12, but the actual size was obscured and a 12 was handwritten. Interestingly, the tag inside the pants had been removed, preventing me from confirming the size. To my dismay, there were noticeable stains on the crotch of the silk material. Despite the beauty of the pants, they were unwearable. Regrettably, the SELLER failed to disclose the stains, which would have influenced my decision to buy. Mercari's denial of my refund request has left me extremely frustrated. The SELLER has ignored my attempts to contact them. Previously, I accommodated a return request from a buyer without issue, so this lack of reciprocity is perplexing. I have reached out to Mercari through calls, emails, and photos only to receive an unsatisfactory response indicating my refund is not possible.