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It's not that they are unhelpful; it's more that they are deliberately making it impossible to reach anyone using any means (email, website, phone, carrier pigeon, ...) Trying to get my money back is becoming a 2nd job!

OCT 6

- Ordered and was charged for a key piece for my son's Halloween costume.

OCT 9

- Received a shipping notification and tracking number

OCT 13

- USPS is still showing my package in "Pre-Shipment" (i.e. they haven't gotten the package from the seller yet.) - I try to contact the seller. But there is no way to do that thru their site or app. Wha???

- I spent a ridiculous amount of time trying to find any way to contact Mercari via email, a complaint form, Facebook, anything but everything I find mysteriously wasn't working (no link on the "click here" button, or the link was broken), phone numbers "disconnected" - but with a message asking you to visit their website or app for help???.

- More sleuthing and i finally found a customer service form, filled it out, was redirected to a message saying "Thanks, we'll get back to you in a few days." (????)

OCT 17

- Receive an email for Mercari asking how satisfied I was with their customer support. As I hadn't yet heard from anyone about my actual issue, you can guess my answer. Along with my one star review, I wrote out my comment and again asked for a refund.

- Just in case, I tried to contact them in a different (more direct/immediate?) way to make sure they cancel this order and refund me. (At this point, I've already ordered a replacement.) I found a working (?) number but, after an excessive amount of time on hold, I was told I "exceeded their allowed hold time" and was given a chance to leave a message before being hung up on. (My initial hold time was 3 mins, which increased as my wait time increased. 3 mins, 7 mins, over 10 mins, ... Bye-Bye)

- I also emailed them via contact-us@***.com with my order confirmation email (which, as far as I can tell, doesn't even have an order number on it??) again telling them to cancel the order and refund my money.

I'm now off to Paypal to contest the charge. This company is unbelievable! Never ever again. NEVER.

Reason of review: Poor customer service.

Monetary Loss: $13.

Preferred solution: Full refund.

Location: 1530 Page Mill Rd #100, Palo Alto, CA 94304, USA

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