My complaint:
Mercari charged me $40 unjustly for an issue they created with FedEx shipping. They told me they were adding $40 to my shipping charges because my box was over 5lb and certain measurements, but when i showed them proof that the box was actually 5lbs (actually less) and was not over the measurements. They told me to contact FedEx, but FedEx told me they were following Mercari’s rules and to talk to Mercari. Mercari refused to provide real customer service. They send the same canned messages over and over through their app. There is no way to actually contact a person or speak with anyone about the situation. Twice I uploaded the FedEx delivery information showing the box was not over the weight or dimensions, and they ignored it and sent me the same canned messages. I think they may do this all the time hoping that people will just give up and accept that Mercari has unjustly taken their money. When I told them I would file formal complaints, they said it didn’t matter because it would land up in the same place and they would provide the same canned response. I hope you can investigate this matter and ensure they are not taking advantage of other sellers. $40 may not seem like anything to a behemoth company like Mercari, but it was money they unjustly took from me and my family and our small business that we rely on for income.
Suggested solution:
Refund
