Mercari
Reviews and Complaints

I bought a laptop from a *Certified seller. Totaling $970 + Shipping.

Once I received the item, which took 10 days. It ended up being a small envelope with a single basketball card. Contacted Mercari and they had the absolute worst customer service. They told me to go ship it back in order for resolution. No mention of refund, no mention of replacement. Long story short I come to find out the seller is within miles of their headquarters in Palo Alto. My belief is that they have employees that are committing fraud. The customer service rep almost seems to have sided with the seller. Buy protection Fee that people pay is BS. Don’t use this app. Use reputable sources and read the buyer agreement

Be very careful with the Mercari platform itself when buying or selling.

The company’s A.I. Bot scans ads and transactions for activity that could be ‘construed’ as a violation thus prohibited conduct.

The system will then simply shut-down your account and attempt to freeze your funds.

- Escalating the situation to a human/customer service has no bearing or influence at all.

- It almost seems like this is one of Mercari’s revenue streams is to shut-down account and keep your funds.

I highly recommend using other well known and trustworthy platforms instead.

I purchased a pair of Foot Joy golf shoes from a Mercari seller, P. Clayton of Michigan. Finding the item, a great price, completing the purchase, and receiving the item were fine. The item was listed as being new. When the package arrived I discovered the item indeed appeared new, and not in original box (there was no indication as such on the item web page). More disappointing was the seller did not care enough about the item's integrity in transit--there was no packing whatsoever in the box--the shoes just flopped around in a box for 2 gallon bottles of detergent. Really, it's too expensive to use packing material for a loose item in a box that is way too large for the item? If I see this seller on Mercari again I will not transact with him.

I sold an item using the app as I’ve always done and I shipped the item as usual and received my receipt. For whatever the reason, tracking suddenly stopped on the item without any updates. I tried multiple times to reach out to Mercari using Help and Phone without any success or direct communication.

Over a week late I received an email stating that the buyer would have the option to cancel the item which means that I will not be paid for an item that I have shipped.

There is no accountability being taken by Mercari during this transaction which is of great concern to me as I have at least three other items that have sold and are pending delivery.

I am not getting any answers as to what is going on and the item that is missing is a Luxury item which is of even greater concern to me that I am not getting any answers.

I am even more concerned about the other items that are also pending delivery, Will they reach their destination and will I be compensated for my items.

Can’t seem to get a simple answer anywhere and the generic email responses are also providing so answers or support.

Horrible experience. I was sold a ($200) soiled, too big un alterable dress (missing the original packaging they said it would come in) and was told I could not return it. Their response was to resale it to someone else. Now I have to pay additional money to have it cleaned and attempt to get my money back. Foul business for even allowing people to sell dirty/unclean items (they have it in writing that they do not accept returns for having odors) and get away with it. Then disregard the purchaser's issues and reward the seller 5 stars on your behalf. Who does that? I DESERVE my money back and would gladly send the dress back. Clearly that's not going to happen. Nor will they send me the original packaging it said it would come in. That would be the easiest part for them, but they couldn't even do that. They told me they were not giving me the answer I wanted and closed my case. NEVER AGAIN!

I bought a skirt from Mercari and it was not at all as described

It states no refunds so I rated it and then complained to customer service

Customer service was useless so not only did I receive something that is not wearable I am out of the money I could have spent elsewhere

Their website is purposely confusing regarding refunds. It says NO REFUNDS and customer service then states that rating the merchandise is what forfeited my payment being returned

I Deleted my account.

Take my advice and don’t buy from this company

On January 20th I purchased an "Authentic Coach Wallet, New with Tags" from Seller Gripsty for $35.00. I confirmed with her several times that the item was new/ I received the item on the 25th of January. Upon opening the package, I contacted Mercari and the Seller immediately as (1) the wallet was not an authentic coach (2) it was not new - it was actually damaged and marked up with rips and tears from every day use and (3) no tags from coach were included in the shipping. I was told to ship the item back to Seller by January 31st. On January 29th I requested an extension to ship the item back as my daughter was deathly ill in the hospital and I couldn't leave her side. That extension was granted. On February 1 I shipped item back to seller. Received notice from Mercari that date that it was too late, the funds were diatribes to the Seller as it was after the 31st deadline. I explained I was given an extension - they basically said oh well, you're out the $35.00. So this seller faces no consequences of fraud? She gets my money and the pathetic wallet back? And I get nothing? Not even help from customer service? I wonder how often this happens!

I purchased an Apple Watch on 11/4 which was shipped on 11/6 (day of original scan and first scan by the carrier). It is lost in transit. The last scan was by UPS on 11/8 showing it arrived at the UPS facility in Illinois. The seller and I worked with UPS to put in a claim. An investigation was opened on 11/15. We have contacted Mercari customer service several times to get refunded and they keep telling us that we have to now wait until 12/24/23. I have many messages from Mercari stating that they will review the case on Dec. 6th. Both the seller and I reached out on Dec 6th and now are being told they won’t review the case until 12/24.

Mercari's shipping policy is:

Prepaid labels include up to $200 in Shipping Protection for standard, Media Mail and economy shipments. If your tracking stops receiving updates, we recommend reaching out to the shipping provider. If they can’t locate the package and there hasn’t been a tracking update for 15 or more days from the last scan and 30 or more days following the acceptance scan by the carrier (first scan by the carrier after receipt/pickup of the package), you can request a refund from the Order Status page.

I bought a pair of shoes. Well let me clarify I clicked buy and paid for the shoes but never received. Seller never shipped. I tried to get updates for 2 weeks. Seller then said sorry I’ll ship today. 5 days later they just cancel. Poof. Gone. Mercari policy is so messed up I cannot do a damn thing about it. No way to warn others due to ridiculous mercsri policy that feedback is only allowed IF the merch is delivered. How stupid is that! This seller cancels half their transactions and keeps a 5 star rating. How misleading, dishonest and possibly fraudulent is that? Customer service does nothing. Closes tickets and shuts you up. No way to complain or warn others

I bought 17 mini horses . The seller described them as factory condition. Almost all the horses have bowed legs and will not stand up. Called Breyer company and they said they are defective horses. Seller only showed 2 pictures both being side views. Mercari will not refund for this defective item. I paid a lot of money for defective horses. Never buy anything from mercari again!

I recently sold item #m31175682959 and I had paid for shipping for an 8oz. pkg. It actually weighed 8.5oz. The post office and other sites like ebay charge by the OUNCE, whereas, Mercari charged me for a 1 lb. pkg. of $2.41 rather than the .75c difference between 8oz. item and a 9oz. item. I tried sending an email through the site and I don't think your employee knew what I was talking about. You should start charging like ebay does, and the post office by the ounce instead of jumping right from 8oz. to a pound.

Mercari closed my account claiming I listed counterfeit Louis Vuitton lock and key sets. I’m an active reseller on numerous platforms and only purchase from reputable sellers, so this account closure came as a surprise.

I had the lock and key sets authenticated and received certificates from a 3rd party authentication service verifying the lock and key sets are indeed authentic. I reached out to Mercari and asked them to reinstate my account due to inaccurate closure and I attached the certificates of authenticity. They returned my email stating they would not reinstate. Horrible customer service, do not seem knowledgeable when it comes to authenticity, and have dampened one of my streams of income. I’m considering speaking to an attorney because this can’t be legal to do to someone.

After 4 transactions that for one reason or another complete did not, the final straw was when a package was lost in transit for over a month and when it finally came, the contents had been stolen. Mercari told me that I would have to prove that it came empty... which I'm not sure how I can prove that something DIDNT happen. Otherwise I would not get a refund. This is their scam. They practically dared me to file a complaint with the Better Business Bureau... I guess their one star rating couldn't be made worse. They are scammers and do nothing to honor their own Terms & Conditions.

Last few weeks "I am not able to submit an offer to sellers".
I have been shopping with MERCARI for several years. I have spent "a lot of money".
Your site needs much improvement. I don't have any problems with Poshmark.
Also, Your "SHOCKINGLY HIGH DELIVERY RATES" WILL COST YOU MANY CUSTOMERS.

Thank you,
Deborahanne OHara
12001 Belcher Road South
Largo, Florida. 33773

I purchased a Jack La Lanne juicer Pro. Unfortunatly there were a couple to necessary parts missing. The seller and I came to an amicable resolution. She offered to refund $25.00 to cover most of the price to purchase the needed parts. Mercari said that they would only allow for a return. I proveded photos of the machine, the missing parts and a photo of the purchased missing parts. They didnt like the format (pdf), wanted the packing material...and were graciously allow me 24 hours to complete their process. Between the demands of my life (work and some volunteer work that I had commited to). I decided it just wasn't worth it. I suggest to the seller to donate the $25.00 to the victims of the Maui fires.

BEWARE OF MERCARI!

I ordered an item from a seller on Mercari. The tracking said it was delivered but I never received it. I reached out to Mercari right away and they informed me to take it up with the post office and wait a few days before I could take it up with them again if it was still not recieved. In that time the payment to the seller automatically went through. I reached out to Mercari as they instructed and also included a letter from the post office saying that they could not locate the parcel but it had been marked as delivered. Mercari responded to me that nothing could be done since the seller had been paid even though they told me to wait until the later date to bring up the issue.

I bought a vase and it broke. I tried to contact the seller via Mercari's message board but it was deleted by Adm. WHY?

There is nowhere on the website providing information on how to contact Mercari. I will NOT buy anything on this website anymore, because by the time you add the shipping cost, you can really buy a new one for the same or maybe just a little bit more.

Mercari suspended my account saying I needed to provide an ID verification I did but they won't accept my ID for some reason I can't understand and customer service is terrible they don't answer back and if they do they mark the problem as resolved and don't bother with helping you. I have been at this for days and it is very stressful. Mercari has the worst customer service

They advertised a power wheelchair. They can't verify my card. I even called my card company and told them I was trying to buy a power wheelchair and there were to be no restrictions for Mercari. It didn't help. I fought for four days with customer service and got no help at all. I can't count how many times I went through the process of trying to buy it, all to no avail.

I am a seller and made a sale. I did not receive the notification and had to go into the app to get the label, etc. I was out of town and dropped it as soon as I returned before the weekend with the shipping place- (order placed on the 6th, message sent on the 8th, apparently UPS shipped on 10th according to their receipt, and we all know ups takes at least 6-7 days and it arrived on the 16th, so that tracks.) anyway before that during the weekend at some point the buyer asked again if it had shipped- Again, I never received the notification. Then the app gave the buyer a chance to cancel- and the package is already in transit. Which I had marked on my account- then I made a second sale, and due to the first buyer being given the opportunity to cancel, they froze my account and somehow I automatically lost the second sale, there is no record of the second sale, all messages have been deleted yet the item is “deactivated” meaning it was sold and cancelled. One sale for $128, already in transit- second sale for $92 just magically disappeared. I contact Mercari within 48 hours and explain what is going on, I cannot message on the item, but while I’m waiting for a response from Mercari I message the buyer on her own page, and explain what it going on. She contacts support and they her just to keep the item: and then tell me if you have the receipt send it and we will investigate- when they already knew it was in transit and at this point delivered. The situation had been addressed by myself and the buyer, and yet Mercari somehow found it within their authority to tell the buyer to keep the item and not give me my payment, how that works is beyond me, especially since I never even received any notifications not even the notifications of the messages I was messaging the buyer on her item, trying to get in touch with her because they had blocked the item that she purchased from taking messages, so then I was blocked from messaging her at all ever and the last message I received, which I also got no notification for even though my notifications are all on the last message I received was her telling me that my car I told her that she could keep it and oh well beyond that I lost the other sale and I’m not about to ship some thing else out that I don’t know that I’m gonna get paid for and so there was a third sale as well but I just canceled because Mercari is not trustworthy and can’t be counted on to remit payment when they make a mistake. Support was extremely rude dismissive possibly bought but that’s beside the point I’ve been a seller on my card for years. I’ve had very few problems in five years. I’ve had maybe 3 or 4 issues tops, and only one negative review in the entire five years that I’ve been on there. It is not my full-time job. I don’t check it every day but I expect to get the notifications that I have turned on on the app when I don’t get them, how the hell am I supposed to know things it’s extremely irritating because I have had poor responses from them when dealing with other sellers that I’m missing an item or what not so across-the-board it’s a terrible experience and I’m not going to sell a Mercari anymore but I want my money for my sales and the sales that I missed because of their mistake or that they canceled for no reason but I didn’t even know about that I could see them because I have in my app it showed when it happened but now the messages are gone they’ve been deleted now so I don’t know what’s going on but it’s very very shady and I would not start selling on Mercari. If I were to start doing this again, I would stick to Poshmark. I saw on one review here there is a class action someone is lodging in the event that anyone reads this go looking for it as I will be joining and there are so many others. It can’t be legal for them to just give away items and not pay the sellers what they are due because their app made a mistake - but it’s so impossible to get anyone on the phone by the time you interact with a human they tell you it’s too late. I will also be filing with “fair shake” in case anyone else is trying to get their stolen funds back from Mercari look into that.

Hi, I desperately need help regarding the return of my Kate Spade watermelon key chain. The buyer claimed this was damaged in transit. She only provided pics of the keychain which she claimed had a missing seed. But there were no pictures of the missing seed. Nor did the agent ask for them. I asked for pictures to verify this as I was suspicious. Mercari refused to cover me under shipping protection even though I shipped this in a dust bag wrapped in tissue paper inside a bubble wrap envelope. They said I needed to have 3 inches of bubble wrap. This was not a fragile item and the packaging was sufficient. The buyer returned a broken used key chain with visible scratches caused from keys. I sent out a new with tag item. The help desk refused to acknowledge this despite my pictures as proof. Return Fraud is the biggest scam on online platforms. The agent should have suspected this as she didn’t have pics of the missing seed and if they properly examined the keychain they would have seen all the scratches. I am very upset because they have a duty to protect their sellers from these scams and they refused to listen and kept quoting shipping requirements. I want my money back for my item.

I want to cancel this purchase - m35189279481

I would like to express my dissatisfaction regarding my recent purchase on Mercari. At 4:39 PM, I ordered a Nintendo Switch for my son, but to my dismay, just a minute later at 4:40 PM, I noticed a crucial detail in the bottom of the ad - it stated that the purchase only included a box without the console or joystick. I had also paid an additional 5lb shipping fee, making the total cost amount to $171.

Immediately after realizing the issue, I contacted both the Mercari seller and the website's customer resolution team at 4:40 PM. Mercari responded promptly, instructing me to wait for the seller's reply within 24 hours, after which they would take appropriate action. Unfortunately, just two hours before the completion of the 24-hour period, the seller dropped off an empty box at my specified UPC location.

Regrettably, as of now, Mercari is still awaiting a response from the seller, leaving me frustrated and uncertain about the resolution of this matter.

I sold any item that was properly listed with what was included in the purchase and Mercari sided with buyer to authorize the claim.

During the return shipment, it was lost in transit. The label was provided my Mercari to the buyer and they did not use any signature confirmation or insurance to protect my goods back.

They are not providing any support and are leaving me in the dark. No support for sellers. Even Ebay will help in this case if the label was provided by them.