Mercari, Inc. n/a DOES NOT HONOR AUTHENTICITY GUARANTEE Internet

Order #m994959738. for ANIS colored SIZE 37 Christian LOUBOUTINS Pigalle heels

I'm still waiting to get a response on my refund.  I purchased some non authentic Louboutins and I have sent pics to you detailing the issues with them.  I'm prepared to take action on seller and Mercari if this isn't resolved.  Per the guarantee I'm covered if they are not what were described and not authentic.  I originally sent dispute for refund on 17th and I'm still waiting for a resolution.  When I referenced the return policy it said don't rate the seller, instead use the contact us link.  I did so and still have not received a message back.  The shoes I bought were not authentic even though there is an authenticity protection guarantee.  

I'm not happy about my purchase at all.  I told others looking to buy online to BEWARE!!!!  Many other buyers have had this same issue.  This app and online transactions should not be able to be done if these companies are not going to abide by the guarantees they offer.  I have looked for other contact information for them and can't find anything other than contact@mercariapp.com.  The female who sold the shoes through the app will not return my call or email either and have even still taken questions on the shoes through another app called Poshmark, as if she knows she will have to resell them due to them not being authentic.  I still have them in my possession and I'm waiting on Mercari to tell me what to do to get my refund.