Mercari
reviews and complaints

I have have had terrible experience selling on Mercari because their customer service regularly approves returns for no valid reason. This has happened to me on three separate occasions over the past several months despite being a highly rated seller for many years.

First, a buyer claimed a new Tory Burch leather bag they purchased from me was damaged. I was never shown any photos that supported this claim, and upon receiving the returned bag no damage could be found. However, the buyer removed manufacturer's protective packaging material that was intact when I sold and shipped the bag to them. I sent photos to Mercari showing every angle of the bag and no scratches and indicated the condition was not the same as I sold since packaging had been removed. I got no response or support from Mercari.

Second, I sold a pair of new Tory Burch sneakers with description direct from the retailer website where they were purchased. The buyer requested return because the shoes did not fit them, which is not a valid reason per Mercari's return policy. Regardless, Mercari approved the return.

Finally, I sold a new MCM bag that was originally purchased at Nordstrom Rack. The buyer initiated a return claiming it was not authentic and said that an MCM store confirmed it was fake. However, buyer would not tell me where the authentication was performed, considering there are no MCM boutiques in his state. To prove authenticity of the item I provided copy of receipt to and side-by-side photo comparison of identical bag purchased at Nordstrom recently showing no difference in stitching, material, logos, hardware. I researched the buyer and discovered they are a felon convicted of racketeering charges recently released from Federal Prison (Merc account opened same timeframe as their prison release). Considering the buyer is on parole, they could not have left their state to go to the nearest MCM boutique. Despite all the info I provided, Mercari sided with buyer who I suspect is using the platform for purpose of fraud and warned ME via return approval message that counterfeit items are not allowed even though the item I sold and shipped was authentic! I am waiting to receive the returned item and will file police report if the buyer swapped a fake for the item I shipped to them, because I do not expect help from Mercari.

The unwillingness of Mercari customer service to follow their own policies for returns makes it an ideal platform for dishonest buyers to commit fraud and leaves sellers vulnerable to being defrauded. I no longer feel safe selling on Mercari compared to other platforms who stand behind trusted sellers. Mercari wouldn't even provide and response or explanation when I have inquired or raised concerns.

I had sent a package to a buyer who purchased it for 950$. When the package was "out for delivery" on the day of arrival the hour the package was supposed to arrive it was rescanned as "delayed for a later delivery date". While the package was on its way to the buyers house. The next day when the package didnt arrive the buyer called the lawton OK UPS facility it was last located at, they told her they would look for and a day later she calls back to be told they cannot find the package and they will open an investigation for it. That same day we both emailed mercari about the package and hadnt received any helpful emails in return for the next few days. Mercari replying "the package seems to still be in transit" and "contact your shipping provider for information on the packages location" when we had already stated the facility had confirmed that it was lost. They eventually start telling us we have to wait 7-10 days to file a shipping claim. When day 10 rolled around and ups still hadnt found the package, i sent another email again filing a shipping claim to mercari. The next day i finally receive an email saying that they sale had been deactivated and i had been reimbursed 200$. The problem with this is my package costed 950$ and was really worth 1500$, meaning they owed me 750$. I emailed them time and time again asking when i was gonna receive the rest of the money they owed me. They consistently denied that they owed me more money then the 200$ claiming thats all they can provide me with. I contacted ups who informed me that mercari needs to file a shipping claim with ups for me to receive the rest of my money, which was weird when mercari had said when asked that they had already filed a shipping claim. They also promptly say that mercari can claim as much of the claim money as they want. Meaning they can give me no money at all if they wanted. My buyer is just as disgusted as i am, especially since she also hasnt received her refund from mercari for her lost product as well. I am absolutely appalled and outraged, im going to be getting my money back from mercari. Whether it be from them giving it to me or me sueing them, it doesnt matter. That 750$ is mine. And i will have it back.

Ive copied and pasted one of the 40 messsges that ive sent mercari. Ive emailed tweeted, left voicemails & used the message center. Its been TWO WEEKS NOW SINCE MY ACCOUNT WAS CLOSED AND I FIRST REACHED OUT TO MERCARIS " customer service "... ive grown tired of rewriting this for each site so ive just copied one of my messages to them. . Read tbis and you will get a clear pix of SOME of the problems i am dealing with mercari.
Look past the anger thats preventing clearer thoughts & writing points that run on and on .

Regardless if u believe it or not, no one is working on reinstating my account. U keep saying wait. WELL IVE BEEN WAITING ALMOST TWO WEEKS . So im calling [censored] on u telling me to wait or be patiant. All things considered I think I've been more than patient. See i may not have been making alot of money from mercari. But it was increasing all the time as i posted more ads. It supplements other income i use to barely scrape by. So now that i have to decide between lifes essential in the meantime, but u tell me to be patiant. I HAVE BEEN. ! GET SOMEONE TO CONTACT ME. AND STOP REGURGITATING THE SAME MESSAGES . It is clear theyre not on twitter. Apparently only u are, as far as mercari is considered. SO STOP TELLING ME SOMEONE IS GOING TO GET BACK TO ME OR BE PATIENT. And if u spent more then two seconds looking at the facts YOU WOULD SEE I HAVE OPEN TICKETS BECAUSE I KEEP MAKING NEW ONES, in order to replace the previous ones that have been " resolved ". Resolved with no response to me, just that the ticket has been closed. *************I need to speak to management, or whatever dept it is i need to speak with to make them aware of how ive been treated . To put in A complaint against whichever dept. it is that keeps ignoring me. And closed my account. I have already contacted BBB and made a formal complaint. Next consumer affairs. And i have put in a few 1 star reviews about mercari. And how they are complicit in seller bullying by other sellers ( that sell the same products as i do, so then they flag me, complain, or report me . In order to have me removed as competition, on mercari. It happens alot on ebay. No one is doing a damn thjng to stop it there either Each and every flag or complaint that has been made againest me is incorrect, with the exception of 1 mistake i made . Thats over 500 items sold !amd even if u count the BS complaints i still only have 7 out of 550. Reviews . That are 1 star. 4 of those are sellers that sold me crap that knew id be complaining about them so they gave me 1 star out of spite. Mercari did nothing about it. And it was obviously done in retaliation. Had anyone read the messages between the sellers and me he would've seen that and then thrown out the bad rating that I was given as a buyer but because you guys are lazy that didn't happen. See ive got spare time now that i use to spend posting ads or packing boxes. Until u closed my account . So the longer i wait until someone reinstates my account i have time to fill out reviews & complaints online . Until someone sincerely apologizes & compensates me for loss of income, during this time, u can bet that i will be shouting from every mountain top about mercari, is a 3rd rate selling site. I SPENT ALMOST EVERY NIGHT POSTING ADS LATE PAST MIDNIGHT, and get up at 6 am and work every second of the day working. You have no idea how much time u just blew off when u closed my account. 700 ACTIVE ADS ! 700 ! 10 mins spent on each ad researching price worth, availability, and description with good pixs to post and ad . AND U GUYS JUST ERASED SO MUCH HARD WORK. and why ? Because someone is either highly incompetent and or unethical & lazy. It is clear theyre Not giving the proper amount of time that should be spent before deciding if the account should be closed or not.

Ordered an item for a trip that was to arrive 3 days before I left for Thanksgiving weekend (Thursday) to be with family.
Seller sent the wrong item, which came Tuesday night. I let her and Mercari know I got the wrong item. Seller said she'd express the item the next day and didn't. No further communication from her until the weekend. Same with Mercari - said they were too busy until late Thursday to reply - when i'd already left (also a national holiday). Then Mercari wanted more photos of the item even though I had sent some already and this wasn't my error. And I was on holiday for which I needed the item I had ordered, so took a $60 uber and paid $40 to get the item from BB. So I'm out $100 plus what I paid for the item from them that I didn't get and "Kennith" and "Daphne" at customer service want full photos of the useless item I got and definitely didn't bring on my trip. Kennith even threatened me with a 24hr deadline or he wouldn't refund. Excuse me F - off! You didn't deliver what I paid for - refund me now! I shouldn't have to pay for an item you didn't send, and if the seller would have told me right away I could have gotten the item before I left on the trip saving me the Uber cost.
And then I'm harassed for more photos like this was my mistake. This cost me an extra $100 to use Mercari and be harassed over the one weekend in months I've been able to fly out to spend with family. What a waste of time and absolute [censored] customer service.

On June 9, 2020, I was searching online for a Louis Vuitton Artsy MM Empreinte Black Leather Handbag. I located one on Mercari for $2, 000. I contacted the seller blaka12367 with an offer of $1, 875. Her response was "I'll even throw in a matching wallet." Followed by another message stating to call her as she had an offer for me. I called her and she asked me if I was interested in purchasing an additional handbag. She wanted to show me the handbags therefore, she Facetimed me. The Artsy's stamped code was DA4195. Nevertheless, we came to an agreement that I was purchasing 2 handbags and she was throwing in the wallet as well. I should have known it was too good to be true. She asked me to send the money via Facebook Pay as a transaction with Mercari would take too long to process, which I did. She immediately contacted me back and stated she received the money and her sister boxed up the merchandise and it was wrapped and ready to be taken to the post office the following day and mailed. Further stating she would text me a routing number as soon as the package has been mailed. The next day when I didn't hear from her, I began calling her. She stated the package had been mailed. Her sister mailed it for her and as soon as she obtained the tracking number, she will text it to me. I reached out to her and she stated her numerous times, and she didn't answer the phone. Finally, late that night she answered stating her Grandfather was extremely sick and that was the reason she wasn't responding to my phone calls or texts. I requested the routing number again. She stated she hadn't received it from her sister yet. I continued calling and texting to a point that I realized I'd been scammed. One of our conversations was via Facetime so I thought no way a thief would Facetime. A couple of days later when I called the phone it had been disconnected. Not in a million years did I think it was going to end like this. I contacted Mercari in order to obtain a possible address for her however, they were unwilling to assist me. Stating the only thing they could do was watch her sale activity. They should have been willing to help me more. I contacted my bank who indicated I couldn't report the incident until 30 days from the transaction. After 30 days I reported the transaction and they refunded me the money but later reversed it stating there wasn't a merchant for them to collect from. I've reported it to the Oklahoma City Police Department. However, I want to find her in order for her to be charged. I am going to contact anyone and everyone that is willing to listen. Otherwise, she will continue to scam people out of money. I want charges filed against Alysia Rodgers located in Grand Prairie, TX.

Buyer requested returned on 10/29 7:15am. They have gone WELL PAST the 1-2 day review timeline. Sent numerous messages to review, decline return (not damaged) and release $317 net funds. Any replies appear to be virtual assistants generated.

Emailed customer service separately and got a generic unhelpful response.

Sold 10/21/20 Item #m45066821894

I purchased a handbag on the site, after careful review of the pictures that I believed was a good buy. It never occurred to me that I should have asked the seller "Marisas Closet" if the bag had an odor, which is the case with this purchase. The seller should have been forthright in providing that detail in the description. This is a deceptive business practice. The handbag arrived smelling of mold as soon as the box was opened. No visible mold spores were seen, but during this time of a deadly COVID-19 virus. I am very concerned for my health (being over 65 years of age) for not only the smell/odor coming from the handbag, but could I be exposed to mold (if that is what the smell is from). Mold can lead to symptoms such as stuffy nose, wheezing, and red or itchy eyes, or skin and may include fever and shortness of breath and not to rule out fungal infection. The smell after opening the bag was so strong that the fumes filled my house. I have since moved it to the garage.

To add to my dissatisfaction is the cavalier response from your customer service representative Ashley who wrote...According to Mercari's return policy, we can not approve a return for odors or smells because this is not something we can verify with photographic proof.

Who would sell something that even has an odor or has been exposed to a damp and/or moldy environment? Ashely went on to say in her response that I could relist it in the marketplace... really! Who would do that in all good conscience.

As a consumer, I feel that I was not only scammed by Mercari and its seller Marisa, they may have put my health in jeopardy with this purchase. Where is the seller's ethics in all of this? Never heard back from the seller "Marisas Closet".

I am a seller on Mercari, shipped a package to a buyer, who received it on 10/16. I spoke directly with the local post office of Florence, SC, who confirmed the recipient came to the post office to pick up her package which was held there (she was a post office box holder).

The post office updated the tracking, stating delivered to sender on 10/16, 12:06p.m. in Florence, SC. That was their mistake (it was delivered to recipient, not the sender). I, the sender, am in St Petersburg, Florida.

Mercari, the online selling app, is required to release sellers funds within 3 days of package delivery. Mercari refuses to release funds.

I have sent several emails to Mercari, with post office link to confirm it was delivered in Florence, clearly not me since I'm in St Petersburg, Florida, the recipient IS in Florence.

Mercari refuses to listen, continues to repeat the package was returned to the sender. It doesn't take a rocket scientist to figure out the post office made a mistake by stating it was delivered to the sender, it was in fact delivered to the recipient.

I don't know what to do about this. They are holding my funds hostage, which is against their policy. As a seller we are promised funds within 3 days of package delivery.

At this point it's not the about the funds, it's the principle. Please let me know if you have any suggestion. thanks

I got into arguement with a girl you was lying about how she aquired all her skin care for sale . She sent it and put chemical peel acid in it my name is Leticia speer I have an account with mercari under Tisha

I ordered a watch through Mercari which I never received. They first sent a USPS tracking # which when I contacted the post office said it had nothing to do with me, so I contacted Mercari back and they said that was a mistake and gave me UPS tracking #. They shipped merchandise with no signature release or Ins. and won't refund or replace watch.

This is a great scam, a person orders from you, you take their money, manufacture tracking data and Because you don't require a signature release or buy insurance you are putting it all on the customer when the merchandise never reaches the customer. Leaving the customer without the merchandise ordered and without the money they paid for the merchandise because you refuse to refund their money. Sounds like a great scam you got going on here. By the way, I never could have reviewed the merchandise within 3 days since I never received it. Refund me my money or send me my merchandise. Please pass this complaint up to a supervisor so this can be resolved in an appropriate manner as efficiently as possible. You can call me at [protected].

Kathy Morrow
Sep 3, 2020, 9:33 AM PDT

Item name : unlock bluetooth smartwatch w/cam touch
Detail : I never received the merchandise. I first got a USPS tracking number from you and after I contacted the USPS and found that tracking number had nothing to do with my order you then supplied me with a UPS tracking number. In either case, no one knows where the package is. You did not ask for a signature release so where is my watch? All I know is I did not receive my order. You have in essence stolen from me by not giving me my merchandise or refunding me my money. Why should I be out $ 46.01.

I orderd a michael kors purse from glitterand shyne and she cancelled the order because she doesn't sell to people with less than 10 reviews! This is the first and last time I ever deal with mercari! Then you keep sending me emails saying do you still want this! She cancelled... I didn't! My money spends elsewhere and it better not be on my credit card statement!

After months past securing a purchase/payment on Mercari, and having both contacted Mercari and the seller, my credit card company was asked to perform an investigation as to why the product that was paid for was never shipped/received. American Express investigated, then reversed payment (credited my account) when they found that the seller indeed had not followed through on shipping for the paid item. Mercari considers a payment reversal a violation of their terms — though in so doing, Mercari only serves to perpetuate inactivity and non-resolution (the seller to this day — more than 3 months from the purchase date — still shows that the item is in "shipment". So, it is logical for a buyer to have their credit card company intervene and investigate, and take the required form of action as Mercari would not.

I have recently attempted to resolve this again, and again with Mercari through their only method of communication — email. Each form email response states that my account is suspended, though each time that I send a request, I ask specifically that my account be terminated/cancelled. I can presently sign into my account, revise my contact info, change my user name, etc., so the account is NOT closed, but merely "suspended".

I am asking for your assistance in effecting a bonifide CLOSING (as in this account is non-existent). Please feel free to contac me for further questions: [protected]@frontier.com

Poor overall procedure for online products... Buyer needs to pay upfront instead of trying to recoup seller's product.

Any returning of merchandise should be completed from seller account. One merchandise is returned in same condition then
Refund should be made.

You subject sellers to scams... My items are paid for up front and I have bonding responsibility to adhere to with the company I sell thru or for.

Better business bureau should monitor your practices to eliminate risks allowed through your online business.

Most should steer clear and stick with a online selling site that has more control on the buyer who has the item before paying.

I purchased a 10MM solid Gold necklace from Mercari, The necklace was shipped to my residents on 1/28/2020. I found that the necklace was not solid gold, but it was gold plated. The description was it was Solid Gold, NOT Gold plated, NOT costume Jewelry. I've been trying to return this item since 1/30/2020. I've contacted Paypal, and submitted a complaint they stated to me to try and go through the Seller first. I've been trying to call Mercari since the 30th of Jan. 2020 because when I sent the Necklace back with the return label that you sent me the Post Office returned the Item to me saying it was unable to return the item. Now I stated earlier that I tried calling Mercari several times with the phone # I was given every time I called the phone would ring, it would answer and then I would hear a busy signal. I would like to try and resolve this problem with you, If i can not I will go back to Paypal and get this resolved immediately. Thank you very much for your concideration in this matter.

I purchased a 4 panty/bra Victoria's Secret 'PINK' bundle from the seller 'LOVE PINK' and she only sent me 3 of the 4 panties and the bra. So, I messaged her right away to tell her and she claimed not to know, apologized, then said she'd look for the missing pair and send it to me asap. Trusting her, I then rated her and completed the order( I really liked the ones I did receive, so I didn't want to have to return them). But now, it's been weeks later with no responses to my messages wondering were they are. I can't return them or even contact Mercari bc the item doesnt, "qualify for a return" anymore bc she's already been rated by me and I just realized that she blocked me, so im now unable to communicate or buy from her again and im out the last pair. This site is getting so ridiculous! It really shouldn't be this difficult to send a complaint or report someone. Why are you only able/allowed to report items/listings, but not the users that are listing?

* Pictures attached. The missing pair are the ones at the very top. Half poka dot, half Leppard. My receipt and a screenshot of the sellers name/picture. I can also take and send screenshots of our communications. Thx.

In the emails they said I was in violation because it wasnt what was supposed to be sold. My guess is handmade or custom items is what they claim. If you go on their page others are selling the same thing or others are obviously not custom as you can buy them at walmart. My complaint is that without notice they completely deleted my account without sending me any messages. They did this after I shipped and confirmed tracking on my items! It wasnt until I confirmed shipping that they deleted my account. And they claim that because I was in violation that I will not get my product or my money for my items shipped! I dont know what kind of business is ran like this but it is illegal to do what they did! My product wasnt stolen. And someone bought it.

I cannot contact MERCARI to file complaint. I can't get past their "authorization page" using the user name that MERCARi provided and the password that my computer has on file. This is the message I tried to leave with Mercari's customer service, but it won't even give me the ability to leave any kind of text message. "I purchased a jewelry box that arrived broken and when I try to contact MERCARI to report it I am given the alert "invalid format" on the secure authentication page.

For the past hour I've been trying to get access to someone to let them know they have sent me a box full of rubbish. " (two hours now)

I've been on hold for nearly 45 minutes now. The battery on my phone will go dead before they answer.

Dennis Evans

I sold a set of peanuts figurines that are limited edition and collector items. For the amount of 60.00 and the buyer received one item chipped and returned the package. I opened the package in front of my mailman and my Ring security system and the box was empty, only bubble wrap. I complained to Mercari and provided all pictures and they did nothing. They refunded the buyer .

I purchased an item on mercari on 11/09/2019. Item was listed as brand: "Johny Was ". However I received a different brand which is of a cheaper material. I feel like I was tricked by the seller ( who lied about the brand) into buying a product. Seller didn't make any mention of the real brand of the item. The item brand is "style & co " but they listed it as "Johnny was" (which is what I thought I was buying). The item was received on 11/13/2019 and I filed a return claim with Mervari the same day. Mercari answered me saying that the item cannot be returned. I am very checked to see that this app is actually encouraging scammers. I checked the reviews of the seller I purchased the item from and I noticed that this was not her first attempt to scam buyers. She previously listed items with brands (more expensive) that were in reality different from the actual item brand (cheaper). for instance the brand "free people" is not the same as "forever 21". This seller is a true scammer and not only she should be banned from selling on Mercari, but surprisingly Mercari is encouraging her to scam innocent buyers. the policy of mercari says that the item description has to be as specific as possible especially when you list the brand, because that's what buyers look for in filters. I though I purchased a "Johny was" cardigan but I received a "Style &Co" instead. And Mercari sided with the scammer and took my money. I paid $34 plus $5.25 shipping. in addition to that the item looks old and wellworn. with lots of white spots on it. I cannot clean all of that. and there's a piece of thread coming out.