Mercari

I have been a member over Mercari for several years and have generally been a satisfied user until recently. In my last 3 purchases over the last month and a half I have had issues with two of them that their customer service has been inept at addressing. For the first of the two orders that had issues my item arrived damaged i immediately reached out to Mercari about this but they failed to respond within the 72 hour window they provide buyers to report and handle an issue. I was seeking a partial refund as the order had been a set and most of the set had been alright. But they failed to respond and I had to bring PayPals customer support in before they even attempted to rectify the issue. The second order I had an issue with involved a seller that I was unaware was using a stock image. Mercari does not allow the use of just stock images per their own policies. When I submitted a request to return the item they denied my request and did not allow me to rate that seller to warn others about this sellers practices that breaks Mercari’s own policies. Mercari customer support, while more responsive than the first transaction I had issue with, has been less than helpful. I have asked them five separate times to explain how a listing using stock photos which they don’t allow is consider “as described” and they have failed each and every time asked to answer that question. I will no longer be selling or shopping on Mercari and I would advise any who continue to use their services to beware as they don’t have their customers best interests in mind and go against their own policies.

Mercari does not follow the return policy it advertises on its website: “If the item isn't in the same condition as it was described in the listing, you can request a return during those 3 days." I recently purchased a Thule urban glide 2 double stroller for my two baby granddaughters from Estuardo0520. This seller represented this item was in good clean condition. On arrival it was obvious the stroller had been sprayed with a fabric paint or similar chemical because the fabric was stiff, sticky & smelled like chemicals. My 2 baby grandchildren could never sit in this stroller because where they would sit is covered in these chemicals & small babies who put everything in their mouths. Mercari is refusing my return request. I was forced to dispute this charge with my bank & returned this item back to the seller via UPS. I would never buy anything with Mercari again & especially not from this seller Estuardo9520

Mercari does not abide by their own Buyer Protection policy. I purchased a GoPro Max from Mercari, the seller did not indicate the item was damaged in the listing. Mercari support stated the item was in "Good" condition as the seller had stated even though the camera had scratches on both of the lenses impairing its ability to operate as a camera. It's clearly called out in the Seller Protection policy that for the seller to avoid a return claim all damage must be consistently called out in the item description and photos. The photos had what looked like lens glare but actually was a scratch, there was no damage claimed in the description only that the camera was in good condition and worked. After days of providing evidence, referencing their own Buyer Protection and Seller Protection policies they refuse to allow me to return the damaged item to the seller and were unable to tell me why they refused my return claim other than "we've determined the item was in good condition as the seller had stated" completely ignoring the damage on the camera and the failure to notify buyers of the damage. I have issued a chargeback and Mercari is closing my account. It's as shame as I actually enjoyed Mercari for a time as a 5 star buyer / seller with 22 transactions on my account, but due to a failure on Mercari's part for not adhering to their own Buyer Protection policies when review my request for a return. It would have just been much easier to allow me to return the damaged camera back to the seller.