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Mercari has a rating of 1.2 stars from 2,367 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Mercari most frequently mention customer service, credit card, and phone number problems. Mercari ranks 592nd among Marketplace sites.
This company does not typically respond to reviews
Initially customer service gave me some trouble due to mistaken identity, however the (frustrating) problem was resolved. I must say that I enjoy the simplicity of Mercari. It is a more streamlined method of buying and selling than Ebay.
This web site is terrible. They have pictures of the item but sends you something totally different. For example. The bags are clearly vintage but you receive a brand new fake bag plastic bag. They have so many sellers websites doing this. They are are usually shipping out of Chino, California. You order one thing and receive another. They don't refund money instead they credit.
This is a decent place to buy and sell your new or used items. I have sold quite a few products on the app and everything went smoothly for me. I like that they only give people 3 days to report any issues before the payment goes through. It makes it harder for people to scam. I do think that there needs to be better customer service, especially for sellers. It would also be better if I was able to promote my items without lowering the price.
Date of experience: July 21, 2022
I have purchased from several site and by far this is the worst. This site stands behind scam sellers before their customers. Just try going through their time consuming and convoluted return policy. This site doesn't vet their sellers at all. Most scammers I have ever seen. This site protects its self, then the scam sellers, and if they get around to it they will then get to the customers with problems. If you want to review or dispute you automatically lose your right to a return. Terrible site. Take it from me, shop on eBay instead!
Tip for consumers:
STAY AWAY!
Products used:
Coins and cards
Date of experience: May 11, 2023
If you have returns that are sent back to you trashed this platform could care less! Your item sells they give the buyers 3 days to " use" it before returning. If its trashed like my camcorder was they just claim you didn't send on time. I know i did tho because I replied immediately
Date of experience: April 24, 2019
All 3 orders arrived broken. The sellers said I had to contact Mercari. There is no way to contact them so I contacted PayPal. Once Metcari got my PayPal dispute they offered to refund my money but only if I return all 3 damaged boxes of merchandise. I also have to pay for the return postage! Ridiculous! Then they threatened me that if I ever contact PayPal again over a dispute, they'd cancel my account. I will be contacting PayPal about their terms and their threat. Don't waste your time and money at this company. They could care less about you. They just want your money!
Tip for consumers:
DON'T DO IT!
Products used:
Valentine's Day Mixing bowl sets X 3. They all 3 arrived broken and no way to contact Mercari about the damaged goods. They only give you 3 days to respond which is a joke because there is no way to respond. I contacted the sellers and there response was, you have to contact Mercari.
Date of experience: January 21, 2022
I bought an iPhone 12 pro max on this website. When I got the phone found out that there a cracked on camera lens. I made a report with Mercari but no help. Mercari help they seller s if the sellers had few items completely sold. I recommend if you looking for something to buy, go to eBay. They have better buyer protection. Mercari is a scam website. They will ripped off buyers. Must beweared!
Date of experience: August 23, 2021
To be fair, I want to write an update to say that Mercari finally responded to my lost package by giving me a store credit for the purchase, including ship fee, which I must use within 30 days. They included a $5 promotional coupon. Mercari is my last place to shop regardless after EBay, Poshmark or Swap. So not sure if I will be using the credit within 30 days. I still haven't heard back from the postal service or the postman regarding my item. Maybe it will show up after the holidays.
Date of experience: December 23, 2018
I don't often buy from Mercari. The few times I've purchased from them, I've had no problems except recently, an item was marked as shipped and USPS tracking said it was delivered but I never received the item. I contacted my local post office and reached out to Mercari for help. On the Mercari's help center, it said they will help with lost packages. I have yet to hear back from Mercari, not even an acknowledgement email. The post office is bombarded with packages during the holiday season, so my purchase may eventually show up. Fortunately, the item was less than $10 so not a great loss. I'm hesitant to continue to shop on Mercari due to their lack of support. Ebay, Poshmark, and Amazon are much better. I purchase all my clothing items online because I hate to shop at the mall; this is the first time an item has been lost. I'm disappointed with Mercari's lack of response and customer support.
Date of experience: December 21, 2018
Terrible return policy – buyers beware! I recently bought a necklace for my wife from a "highly rated" seller. The seller's description did not provide any size information, but after scrutinizing the seller's photos this necklace appeared to be reasonably large. As it turned out, the posted photos made it look deceptively large, and the necklace was way too small and would not fit. My return request was denied based on their policy of not taking back items that do not fit. They also protect their sellers well: as soon as I submitted a return request, and also left a message for the seller, I was blocked (either by Mercari or the seller) and could no longer leave a review or contact the seller. No wonder I didn't see any negative reviews. Lesson learned.
Date of experience: August 17, 2023
Item is not as-described, and is an expired product. I reached out to both seller and to the organization without resolution. I have used ebay and poshmark with 100% satisfaction for years. My first transaction as a buyer on Mercari was hugely frustrating.
Date of experience: March 30, 2019
I purchased a used e bike conversion kit on Mercari. The seller tried to back out after the sale because they didn't know how to ship. I had to educate the seller on how to ship it. But the worst part is Mercari's awful returns policy. They only allow you 72 hours to open a return! It took me longer than that to install the e bike conversion and there were some issues. I contacted them they had already rated the seller for me and closed out the transaction, there was no way to return the product. Awful, awful customer service, the worst returns policy in the industry. Stay away from this site!
Tip for consumers:
Stay away!
Products used:
e bike conversion
Date of experience: July 26, 2023
Been selling on Mercari since 2017; listed hundreds of items and still had listing of 200 items when the Pandemic hit. Since March 2000, unable to access my listings due to problems with my computer which lasted months. During this time I couldn't get to my site and notified Mercari reps what happened. Long story short -- Finally accessed what I thought was my site back in Nov. 2000... not! With a balance of $80+ owing, I received a notice from Mercari that I should spend the monies I had... up to 2-2021 I corresponded with them over 70 times trying to get my monies. Constantly got assurances they would find out what happened. STILL NO MONEY! My listings are mostly removed 'cept for 6 or so. Out of business from this growing Mercari business(?!)
Tip for consumers:
Cash in your deposit info.ASAP, don't wait for payment. Free to deposit; $2 for instant deposit, Take lots of clear, viewable pics in color!!
Date of experience: March 3, 2021
Seller must have packaged a broken item because it was packaged in large bubble wrap and the broken plate was between a plate and bowl that were intact. They have no clear dispute process, so when I tried to write a review, a message popped up saying if I complete the review, I will not be able to return and get a refund. I backed out and called, but you can only leave a message with the promise that they will call back within 2 days - don't hold your breath. I never got a call. They started a request for a return and later denied it for one of 3 reasons, which none of them apply. I tried to call and email with no response. I will ask my bank to reverse charges and never buy from them again!
Date of experience: December 10, 2020
I purchased a tube of Threebond via Mercari. It arrived a few days later, however it had expired 3 years earlier and the sealant had fully cured in the tube and was therefore unusable.
I submit a refund request, but instead of receiving a refund an account credit to be used on the site was issued instead. Over the next few days I tried calling many many times, however after exactly 4 minutes the call drops. Due to no response, I ended up requesting a charge-back from my credit card provider.
This company has terrible service and I would highly recommend avoiding them. If you do plan on using them - take 4 minutes to call them and see if they answer the phone before dropping your call!
Date of experience: March 27, 2020
Never received an item I purchased from a seller and Mercari would not help in any way. They didn't give a refund either. I had to report a dispute through my credit card to get help. I used to sell very expensive items on their platform all the time and pay their outrageous fees and now I'm removing everything. I won't give them a dime more of my money. Their customer service is all robots. So frustrating…stay away from Mercari
Date of experience: March 14, 2022
I was going to write a scathing review of this crap $#*! Mercari site, where you have to chase your money to get paid, but I see everyone else has already done so, so another bad review would be redundant.
I dropped my account like a used condom.
Help rid the internet of these bad news sites.
Date of experience: July 7, 2020
Mercari advertises they have high good ratings. But that is misleading because they deliberately set their system to ask you to contact them before you rate the purchase. Then when they decline your request and the customer wants to rate their experience, the company "auto rates" neutral to prevent the buyer from submitting their own personal rating. The items are expensive because they are a platform reselling high end items and their return policy is horrible. Beware because you wont be able to describe poor customer service or behavior of the company if you go to customer service upon receipt of goods. It is better to rate it right away otherwise they effectively block you from telling the truth. It's a shameful practice.
Products used:
Louboutin heels
Date of experience: January 29, 2023
Mercari is quick to take your money, but frozen-molasses-slow to resolve any dispute! I should have checked them out more thoroughly and missed the BBB report showing over 1,180 complaints filed against them. The photo shows the poorly packed and damaged art glass I paid for. Damage reports were filed, but not a word from them! This is my first and last transaction!
Date of experience: March 23, 2020
Came across the sight looking for the best price on a specific pair of Nike shoes. Never heard of the sight, so was hesitant. Received them as ordered. Started selling there as well since I have sold on ebay for years. I have had about 25-30 problem free transactions so far.As a seller, the site is basically ebay without all the tech problems. Extremely easy to list, items sell faster. Seamless site for a seller. Very impressed with that aspect. I suspect the site will grow quickly
Date of experience: October 19, 2018
If you want pathetic lousy lazy customer service, get this app. Half the time you have dishonest sellers and you are stuck with the crap bc you cannot contact anyone. The 1 800 numbers have messages, they are not answered. The "help" center will get you an auto response or the same prepasted email... its almost funny. Save your money and go to Poshmark where you actually get a response. If you have encountered an issue at Mercari, you will unfortunately have to get your bank to reverse the charges. Sad waste. Look at prepasted message below. Received it 10 times!
Tip for consumers:
Do not purchase anything high price, you will end up in a mess
Products used:
None. Can we rate 0?
Date of experience: May 21, 2020
I bought an item off of Mercari. They do not stand behind their buyers at all. Cally112 sold me a used, defective Ring doorbell that was listed as new. When the installer hooked up the device it didn't work. I contacted the seller and Mercari. Mercari said I had 3 days from when it was delivered to file something, Really? The seller accused me of lying even though I offered to send the purchase receipt of the Ring I had to buy at Home depot. Never again with this awful company.
Date of experience: April 24, 2023
There is nothing to protect a seller from bogus (factually untrue) reviews, or other issues with selling. It's virtually impossible to get a ln actual human to help you with issues that arise. You're at the mercy of bots and occasionally spurious customers, with no actual humans to intervene or help. After 100+ sales on Mercari, I've learned my lesson. I'm done. There are platforms that are much more seller friendly!
Tip for consumers:
Run away!
Date of experience: March 29, 2022
Ordered new makeup. Received used makeup. Took over 24 hours for them to respond to emails. Finally threatened to dispute charge. Then they sent me a return label but gave me 3 days to get in mail (over weekend and I was out of town). I sent it anyway. We'll see if they send me my credit. Hate this company!
Date of experience: July 27, 2016
Decided to switch from another platform well quitting after a week. No way to reach customer support. They approved return for no reason after "reviewing " it for 15 minutes. Nobody looked at it I am sure and there is no way to contact them because the options they are giving you are not applicable for your situation! How convenient! At least I can email other platforms here only option a b c. If none of the options about your situation, you are out of luck. Website itself not very convenient at all. If you are thinking to switch don't rush
Date of experience: June 22, 2021
General statement
Most of the time it works. The site is definitely not set up for high volume selling like eBay or Amazon - you can't re-use 100% of a posting, and there's not inventory control.
What bothers me
Some of the products I sell are declared as prohibited and pulled off, yet I see the same items stay up for other sellers. FDA-regulated or not, they are the same products that other sells post. All I get is a generic letter, none of which applies to the product posted.
Date of experience: August 16, 2018
RUN AWAY AND DO NOT EVER USE
This company is dreadful. They are in the habit of selling junk contrary to product descriptions without a lick of care how if gets to you. Customer service is worthless. Policy states you have 3 days to review a product or they will review it for you. Once this happens there are no refunds or returns. Meaning, if you're away for thr weekend or work abroad you're SOL. Ordered a title cutter which arrived in a tattered cardboard box sompletely wrapped with packing tape to hold it together. Was broken in 3 different places. Well by the time I made it home it was too late. Customer service played around and around the mulberry bush with me saying, " thank you for understanding." Stuck with an oversized paperweight and out $100. They did however offer me a $10 voucher off my next order of $50 that expires in 3 months. Thought it was a joke before I realized it was an insult
Good riddance, never using again
Tip for consumers:
Run away and look elsewhere unless you want to throw money away
Products used:
Tile cutter that was unusable
Date of experience: March 17, 2022
I've found vintage items and figures for a steal on Mercari, for some reason things just sit there not selling for longer there than anything else. If you're a seller, their seller fees are cheaper than Ebay and Poshmark, but you're going to have to sit on the item 3 or 4 times longer and, mark it down much cheaper than what it would normally sell for elsewhere. I guess the vibe of Mercari is more like a garage sale, people just trying to get rid of stuff for a little bit of extra cash. Check it out if you want to buy go elsewhere if you're a seller.
Products used:
A figure set and vintage halloween collectables.
Date of experience: May 1, 2021
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
We appreciate the updated review and your honest feedback. It's never a good experience to have a package lost by your carrier, but please don't hesitate to reach out to our Support Team again if we can help resolve any issues or provide additional assistance.
Thank you for your continued support and have a happy New Year!
Best Regards,
Team Mercari