Mercari, Inc. No customer service or support Palo Alto California

On Nov 6, 2021, I purchased a brand new LG monitor through Mercari for $900 and paid an additional $70 in shipping for Pack & Ship Guarantee, plus tax, totaling $1,050.03. The item arrived on Nov 11, 2021, loosely packed in a beat-up box with minimal protection inside. The item was completely destroyed in transit. I immediately logged into my Mercari account to request a refund for the damaged item.

I have not been able to submit a refund request due to the following error: "Sorry, there was an error submitting your inquiry. Please try again in a few minutes." This error has continued to occur for over 24 hours, despite attempting to re-submit via multiple devices and browsers, clearing caches, etc. Screenshot attached. As Mercari users know, if I cannot submit this refund request within three days, the system will auto-accept the item, and I will be charged.

There is NO viable way to connect with anyone in this company. The seller and I have called (connects to a general voicemail), emailed (no response), and messaged through all social media platforms, including trying to get in touch with support managers via Linkedin. I have over $1000 USD in limbo, without a way to report a technical error that prevents me from submitting a support request. Without the support request, I will be charged for the destroyed item. I have spent over 15 hours now trying to mitigate the situation on my own because Mercari clearly does NOT employ nor care about customer support and experience.