Mercari Customer Service Issues

Hello, I'm James Lincoln, a new member of Mercari. I purchased a Peavey CS [redacted] amplifier on your site, but the seller didn't send it, and I got a refund. The seller then relisted it for a lower price, and I bought it again. When it arrived, it was damaged due to poor packaging. Despite informing customer service multiple times, I faced difficulties getting a correct return label for the 70lbs item, as the issued label was for 35lbs. Despite my frequent attempts to resolve the issue through Mercari's messaging service, I received limited responses and the case was unexpectedly closed. I feel unfairly treated and deceived by both the seller and Mercari's customer service. I've been selling online for nearly 30 years and have never experienced such unprofessionalism. I seek further assistance to resolve this matter promptly to avoid legal involvement. Please help address this concern as I prefer speaking directly with someone regarding this ongoing issue. Thank you. James Lincoln.

As a new member on the Mercari site, my first purchase turned out to be a negative experience where I felt taken advantage of. Despite reaching out to Mercari for assistance, I ended up being asked to keep a damaged item, with the money going back to the seller as the case was closed without proper explanation. The handling of the shipment, item inspection, and returns violated rules, and the customer service was disappointing. Most of my texts went unanswered, with generic responses that didn't address the situation. The seller was unhelpful, asking me to keep the item due to their lack of time. Incorrect information was provided, like inaccurate shipping label details causing issues with UPS. Despite multiple requests for a new shipping label, the case was closed abruptly. Contact attempts via phone and email were futile, with no response received. I hope for a fair assessment of the situation and a usable shipping label to return the item and get a refund. The whole experience has left me feeling frustrated and unsupported by Mercari's customer service. If anyone has suggestions, please share. I won't be using Mercari again and will advise others to be cautious due to the lack of support in case of any issues with purchases.

My daughter, Mary G., bought an Apple Watch (Item ID m[redacted]8) on 11/23/21 from Mercari. The seller was $dealmaster$, and she paid $[redacted].96. I received the watch as a gift after having a heart attack on 11/19/21. Unfortunately, I cannot use it because the seller did not remove their Apple ID. I consulted an Apple "Genius Bar" representative who confirmed the previous owner's ID is still linked. I am reaching out for help as I don't want to trouble my daughter. Kindly assist in contacting the previous owner to resolve this or provide a refund. It is disappointing that Mercari did not prevent this issue. Thank you. Patricia C.

Last night, while I was asleep, one of my items sold on Facebook, but it was part of a Mercari listing that sold in the morning while I was still asleep. I contacted the buyer to trade the sold item for another of equal value, which they agreed to. I spent 2 1/2 hours packaging up the 16 items, bought $65 in postage to ship $[redacted] in merchandise, and shipped it. However, Mercari closed down my account for mentioning a trade. I am unable to communicate with the buyer, and I fear they will cancel the order, resulting in a loss of $[redacted] or more. I am frustrated with the way Mercari does business and plan to end my association with them once this is resolved. eBay and Facebook Marketplace offer faster payment and lower seller fees. I am dissatisfied with Mercari's customer service due to slow response times. I intend to warn others on social media to avoid Mercari.

My account has been compromised as someone changed my email and password. I've been attempting to reset my password on Mercari, but haven't received any reset emails. I urgently need help as this could lead to fraudulent purchases on my account. Attached are copies of the suspicious emails I received. Please reach out to me at the earliest opportunity. Thank you. 1. Hello Amy, We've detected a sign-in to your Mercari account from an unfamiliar location. If this was not you, please reset your password or contact us immediately. 2. Hello Amy, There has been a request to update your email on your Mercari account. Please verify this change in your inbox and take action if it wasn't done by you. 3. Hello Amy, Your Mercari account password has been changed recently. If this was not authorized by you, please reset your password or get in touch with us promptly.

I purchased a unicorn pop it from Mercari without having the app downloaded. The colors of the item I received were different from the ones shown in the picture by the seller. Despite this, I have decided to keep it since my daughter still likes it. I was disappointed by the mismatch in colors. Additionally, I found it challenging to navigate through your app. I had to search on Google to find a way to contact your customer service. It would greatly help if the navigation within the app was more user-friendly.

I am unable to access my account. On 2/10/[redacted], I received an offer for a pricey item I was selling on Mercari. I was asked to fill out my W-9 form. When I tried to do so, the website prompted me to re-enter my email and password, which it then claimed were invalid, even though I know they are correct. Despite my attempts to reset my password, I have been unable to access my account. I have reached out to Mercari via email, Twitter, and Instagram, but have not received any assistance. The phone number provided was unhelpful, as my messages are being ignored. I am frustrated and simply want to speak to a real person for help.

I sold a "Vintage Napcoware Little Rascals Figurines" item from my shop, ritualgarbage, in late December [redacted]. Unfortunately, due to contracting COVID, I faced delays shipping the order. I kept the buyer informed, who was understanding and declined a refund. Now, as I was about to print the shipping label, I noticed Mercari had removed the listing from my "in progress" section and relisted it, despite the payment being pending in my account. The buyer still wants the item, but is confused about the situation. I would like Mercari to either refund the buyer directly or restore the original transaction listing that was mistakenly removed.

I received a broken Hull pottery base in a bag inside a box from the seller. Despite contacting both the seller and customer service about the issue, I didn't receive a response within the 72-hour deadline. I did not rate the seller as claimed in the email from customer service. I feel like my concerns are being dismissed and that the matter is being considered closed, which is unacceptable. I expect a resolution and a refund for the damaged item. I have always been a loyal Mercari customer and find the handling of this situation disappointing. I will escalate this matter if necessary. Thank you, Tonya Wendt.

In December, I sold "Vintage Napcoware Little Rascals figurines" from my shop, ritualgarbage, to a customer. Unfortunately, I fell ill with Covid shortly after and was unable to ship the item. The buyer kindly agreed to wait until I recovered. Just recently, when I tried to ship the order, I discovered it had been removed from my list and relisted for sale on my shop. Now, I am unable to print the shipping label. I need assistance either recovering the original transaction to complete the sale or facilitating a refund for the buyer so they can repurchase the listing.

I made an offer to a seller on an item, which she promptly declined. Later, I noticed she had more items I was interested in, so I asked if she could bundle five items for me. Unfortunately, she did not respond to my messages. I even tried to contact her regarding each of the other four items individually but still did not receive a response. After following up, I was surprised to find out that she had blocked me without any interaction. This is extremely unprofessional and rude, especially since the items are still available. I believe her actions go against the friendly environment that is expected. I would appreciate it if Mercari could address this behavior. Thank you for your assistance. I hope to resolve this matter soon. :)

I have yet to receive the funds owed to me. Initially, I had to pay $[redacted] to open the account. They promised a $[redacted] bonus, with a total of $[redacted] returned to me. Following the sale of an item, they then requested $[redacted] for shipping, which I couldn't afford. Subsequently, they charged the customer and asked me to purchase a $[redacted] card, ensuring a refund. After these transactions, I was owed $1,[redacted] in addition to the sale price of my item. Another email requested a $[redacted] extension fee, claiming they couldn't deposit the full amount into my account, but assured it would be refunded. To date, they owe me $1,[redacted] plus the item cost. Their latest email proposed a "bonus" requiring additional payments of $[redacted], $1,[redacted], or $1,[redacted], promising more returns on top of the $1,[redacted] owed to me and the item's value. I have clarified my desire for the return of my money as I am financially strained.

Mercari shipped my Louis Vuitton bag, which has gone missing in Tennessee for over 9 days now after the last UPS scan. UPS says I can't file a claim because I'm considered a "third party." The buyer I sold it to is facing the same issue. I've contacted Mercari to file a claim with UPS, but they're ignoring my requests. They offered $[redacted] (less fees) for an item sold at $[redacted]. Mercari requires authentication for luxury items but can't ensure full refunds for lost or stolen items. I can't reach the Nashville distribution warehouse or get through to Mercari's phone line. They should ensure refunds or offer insurance for authenticated or luxury items. Mercari needs to prioritize safety for buyers and sellers like other top online retailers do, especially in shipping. I trusted Mercari for protection, but now I'm left without reimbursement for my lost Louis Vuitton bag. Mercari, you need to fix this immediately and stop with generic responses online. You're losing a loyal customer by not making this right.

I recently purchased the Limoges Life of Christ boxes and the accompanying cross from your website using my MasterCard. While I have ordered from you multiple times before, I am unsure how to access my account to view the verification codes you mention. I typically haven't encountered issues where I need to provide additional verification beyond my credit card details. I am not sure if my account lacks this feature or if I am overlooking something. I kindly request that you proceed with processing my order using the MasterCard information I have already provided. You can verify my identity by reviewing my past orders where you successfully accepted my MasterCard. Please proceed with processing my order for the cross and Limoges boxes. Thank you. - M.G. [redacted] [redacted]

I recently sold my Jupiter flute on my Mercari account. After some back and forth, the buyer claimed it was damaged and wanted to return it, which Mercari approved. I received the flute today, and it needs to be repaired. The box is damaged, and the flute is not playing correctly; the keys are sticking. I have been trying to send pictures and communicate with Mercari about the issue, but I am facing difficulties in contacting them to resolve this situation. I was informed to notify them if the flute was returned in poor condition, but there seems to be a challenge in doing so. I hope this matter can be fixed promptly as it is unfair to me.

I received the Moana Singing Sketchbook Ornament I ordered damaged. The only option given was to request a return, but since the item arrived broken in transit, it seems unreasonable and wasteful to send it back. The seller acknowledged the damage was during shipping, so neither of us should bear the cost. I would prefer a refund, while the seller can pursue compensation from the shipping company. I wish to resolve this before leaving a review as the seller has been cooperative in addressing the issue. I attempted to seek help through the app, but I had to indicate a return request even though the item was damaged in transit, making the return process unnecessary.

I recently received a notification from Mercari stating that my account privileges are limited pending a review. I had posted a JT paintball gun on the site, including instructions on how to use it properly. While I understand that it may be prohibited, I feel that if it's for indoor or outdoor games, there should be no issue with posting it. I believe that buyers should be able to access instructions on proper use, much like with a Nerf gun. It's frustrating to me that the site doesn't consider all perspectives, as I see it as applying the same principle. Although paintball is not a toy, I don't see why I can't list it. I am concerned about potentially losing my account and wonder if there is a way to appeal this situation.

I recently received a notification from Mercari stating that my account is under review. I had posted a JT paintball gun with instructions on proper use. While I acknowledge that it is a serious item, I believe it should be permissible for sale, especially with clear usage instructions provided for indoor or outdoor games. I see no difference between this and selling a Nerf gun where proper use instructions are essential. It is frustrating that Mercari took this action without considering all perspectives. Paintball is not a toy, but with the right precautions and instructions, it should be acceptable on the platform. I hope there is a way to appeal this decision as I would like to retain my account.

I bought a dress on Mercari with the understanding that I could decide within 3 days whether to keep it. However, upon trying on the dress, I discovered it was two sizes too large, unlike the Mac Duggal designer size I normally wear. I'm unsure of its authenticity as it has a white tag, which is unusual for Mac Duggal dresses. I promptly informed the seller of the sizing issue and initiated the return process, but Mercari is refusing my request for a return within the specified timeframe. They are urging me to resell the dress on their platform instead. I was never informed of these strict return policies prior to purchase. I believe I should not be compelled to keep or pay for an item that doesn't fit properly.

On March 5 around 11 AM, my husband was charged $[redacted] and $[redacted] in our checking account. After speaking to an agent who mentioned that the purchases were made by Sarah Mullins, which is me, I was shocked since I have never visited that website nor made any purchases without my husband's knowledge. Despite filing a dispute with the bank, the charges were not stopped. We are concerned about where the shipment was headed and are considering pressing charges. It has been challenging to reach someone for assistance since Saturday. I urgently need a callback regarding this matter. I can be reached at [redacted]. I have no shipping or account details as I never had an account with Mercari.