Mercari

They are in japan. With a California po box. They have NO customer service links in app or anywhere. No way to contact them with issues. They will arbitrarily ban buyers and sellers. Look it up. They will keep your money or give unfair refunds if you sell something. You will not be protected as a buyer or seller. Site full of fakes but they ban legitimate sellers. My opinion is they run the fake seller accounts to make money.

Avoid

I am joining the high number of people unsatisfied with Mercari. We ordered a casserole dish; the seller packed it in a thin box with little protection. The package was delivered to the wrong address (FedEx issue) so we did not get it on the supposed delivered by date. And, when we opened the box, the casserole dish was in hundreds of little pieces. Took pictures immediately (we could hear the tinkling of parts so took pictures as we opened the box) and sent to Mercari. They refused a refund saying that we were beyond the three day refund period. Really!?!? We didn't even get the package within the 3 days. Fortunately, we had used PayPal and they followed up with a refund. I will never use Mercari again.

I made several purchases that went smoothly. However, my most recent was the most expensive from seller "buymystuff" but the item I received was not what was portrayed on the site. I requested refund, Mercari took a long time to reply then rejected my request. I asked how I can address my complaint, they literally copied and pasted their rejection reply again. I contacted seller and they did not reply either. Very bad customer service and bad business practices. Take your money elsewhere!

For starters, I found an item whose pictures showed a new, untouched product. After purchasing it, I enter the page trying to email my seller but before doing so I see that the product I bought had an additional picture not on display in the listing page, showing it to be cracked. I contacted Mercari about my concern and they said they would not "honor" the return because there is a picture of it. I warn you against items not sold in their described conditions.

We created an account for my daughter to sell some items. She sold a few things and then her phone crashed and would not open the Mercari app any longer. We tried to have a password reset sent and nothing happened. We spent close to 3 weeks and hours of emails going back and forth to get them to send us a password reset all to no avail. They claimed no account existed with her email (we set up the email account to open her Mercari account so not sure how that could be) but so we provided the shipping address and phone numbers. They would do nothing for us and so now she has lots $60 of sales because she can't log in. I get the security policy but seriously, for a child's account there should be some process for the parent to get to the account. I will never use Mercari or sell on the app again and would highly recommend using anything else... eBay, Etsy, OfferUp, FB Marketplace. Anything is better than Mercari.

Mercari does not allow sellers to rate buyers who do not leave a rating. This encourages buyers who don't care to pay their seller. It's happened to me about 50 times now in two years. They buy an item, receive the item, and then decide it's not important for the seller to get paid. Mercari has tracking, so they should either change the process to paying the seller if there's no complaint within 24 hours of delivery, or let the sellers rate non-rating buyers so other sellers can be aware that the buyer is not interested in completing his/her part in the transaction. Sellers work hard to send things out immediately and even pay out of pocket for shipping in many instances. Rating your seller takes all of 5 seconds and lets other buyers know you had a good experience while paying the seller for his/her item and time they spent packaging and shipping.

I placed an order, then 15 minutes later, found a better option on a different site. Went back and requested to cancel the order. Even though the purchase and order cancel were both made during the night, the seller claims when she saw the order the next morning, she did not see the cancel request. As a result, the item was shipped and I was stuck paying. Mercari needs to fix this flaw if they expect to keep up with other similar platforms. I will definitely think twice before I ever order from their site again if I have no reassurance that I can cancel my order, even within minutes of placing it.

Do not list your product on Mercari. The customer service is horrible and they keep giving you the run around. There is no phone number that allows you to reach a human being. Recommend you use Poshmark

The customer service on this site is horrible! My item was lost for almost 3 weeks! I am new to this site and I messaged the seller, who immediately refused to assist me. His response was I'm sorry but call your carrier. Call my carrier? Lol it stated on the tracking info that it was lost, since he shipped it out from his area the polite and professional thing to have done would have been to call the local carrier where it was shipped and initiate a request. So when I finally got it almost 3 weeks later, I gave him one star. Which I felt was justified, said no slanderous comments just gave him one star. In retaliation he slandered my name. See below! Stay away from this seller! This is a site where you dont get paid until the item ships. He could have cared less! And I was told by Mercari to "talk nice".

I would give NO stars if I could! Horrible to buyers! First time buying will be the last! I have bought from eBay 25 years will continue there. They stand up for you as a buyer if something is wrong! Bought a ceramic item and received it broke. Opened the first day picking up from PO. Wrote Mercari they said sorry we don't give money back after 3 days when it was the first day of the PO releasing item to me. Luckily I paid with PayPal and they opened a dispute. Was awarded in my favor. Mercari still didn't refund my money it was PayPal.

There apparently is no oversight with Mercari. According to the site, the seller has three days to respond/ship the item. I know it has only been seven days at this point, but the seller, daniel son, has not made any attempt at all to respond to my two messages. And he is rated as a reliable, quick shipper! If the item looks too good to be true, turn and run. Go back to Ebay or Etsy.

I saw the ad on TV, so I decided to check out the site to get an idea about what kind of items were advertised there. I never provided any personal or financial information, nor did I attempt a buy activity. Three days later there were two charges pending on my checking account - one for 143.00 & one for 134.00.
I called my bank to dispute the charges and I sent an email to Mercari to have them remove the fraudulent charges from my account. By then they had gone through as legitimate charges. The following day the charge transactions were reversed & the money was restored back to my account. I have no idea how this happened, but I caution all that a simple perusing of the site can have such a result - proceed with care & vigilance.

Bought a synthetic fur vest that when it arrived. Not only was it damp it did not even look like the photo, looked like it was completely damaged from being machine washed and dried, cuz the synthetic fur was fried. It also smelled like they were trying to wash the smell of cigarette smoke out because even though you could smell heavy detergent and fabric softener it still had a really bad smell that it didn't cover. Thank God, I didn't spend anymore than 20.00 but still... sent them the photos of what it looked like when it arrived, and even though it looked horrendous, they still did not refund my money... don't bother to buy or sell with them... disgraceful...!

Absolutely horrible customer service/support. I am having an issue with the merchant in the fact they have a know problem when using PayPal as a form of payment and they are refusing to do anything about the situation.

On their site if you select to pay for an item with pay pal it shows the items as sold out. At which time I moved on to find another item and got the same message. At this point I moved on to another vendor. Later that day I was charged for the two items I was looking at and they were shipped. I exhausted every customer support avenue on their web site and the only response I received was from a face book posting requesting pictures of these items on sat of labor day weekend and indicating I had 24 hrs to respond or the matter would be closed. I did speak with their billing dept and they indicated this was a know problem and I should contact customer service. At this point they are indicating there is nothing they will do.

I have sold close to 10 items using this platform, and the shipping labels were easy to print and my customers rated me within 3 days after every purchase. The shipments were all received, and the buyers loved their items! I don't understand why this platform has so many bad reviews. I've had nothing but a positive experience with this app!

Ordered a Barbie kitchen for a dollhouse. It came in pieces, lots of them. Mercurial would not help because I reported it 4 days after delivery vs their required 3 (out of town for emergency). Even worse, the seller got an automatic top review because of the extra day.
Do NOT use

Mercari has a good idea but they just don't deliver! I ordered (2) bottles of lotion in December with the understanding the seller would ship within 3 days. 2 weeks later I sent a message to Mercari Support via their Chat page. They responded that they would contact the seller, but that I could always cancel my order. Then, nothing. I contacted them again and got the same response. Now it is nearly a month later and I still have not received my order, nor any communication from the seller. I am left with no choice but to cancel my order and request a refund. Feels like a scam...

Sold a 150.00 pair of shoes, app allows the purchaser to CANCEL order after it's been shipped. Items delivered, im out of my shoes and money. App doesn't reply by email. Has no phone number. Eventually a week later they write back and tell me to intercept package! How do you intercept a package that's been DELIVERED! Absolutely horrible stay away!

I got the same problem today. I have selling on there for 2 month now. Have 11 transaction with all 5 star reviews. They just suddenly shot my account down and hold my balance over $900 from sales before. What should i do? And suggestion? They have no right to do that to your money right? It is my money from my finished transaction sales! How could they do that? And i saw a lot of fake handbags selling on it, of caused the seller marked as"authentic" but you could easily tell it is 100%fake from the pictures, and I did report to Mercari, they dont care, and did not removed the list from them. I m very disappointed about this company, never ever use it again. Recommend POSHMARK instead, more easy to use and the offer free authentication when item price over $500. That is the way to protect buyers and sellers in my opinion.

Customer Service decline the return even though I can prove item is not as described. STAY AWAY from this site, not worth it. Mercari should be ashamed of these poor ratings. They do not care about buyers at all. I will NEVER buy from this site ever again.

I used their printable postal label and shipped a 535.00 item i sold on their site which the buyer never received. Contacted customer service 7 times only to get the run around from Danielle who offered no help. UPS confirmed Mercari received my package which they never sent to the buyer. Beware and steer clear of these thieves!

I've been a member on Mercari since 2019. I have experienced some terrible transactions on this site, a few good. The majority of the seller's on this site NEVER respond to questions customers ask about the seller's items listed for sale. Sellers also have bad habits of listing product they no longer have in their possession, also selling non authentic product, such as perfumes. This actually happened to me a couple of weeks ago and I was totally out of my money on a non authentic perfume purchase. Mercari does not guarantee against non authentic product. All these sellers care about is to sell product, no questions ask regardless if stating on their listings "ask any questions", "all questions welcome"! Mercari does nothing to enforce the behavior of their sellers. I'm speaking of the majority of the sellers, however there are some that are very dedicated and care about their selling reputations. Therefore, the best I can suggest is shop at your own risk on this site! Good luck!

Everything I have read in previous comments about customer service is completely accurate. Mercari claims they protect the buyer. Mercari protects Mercari. They state they will not release funds until the item is received. True. They don't release it to the seller. They just keep it. I have tried to communicate with what seems like a computer generated response for over a week. Seller printed a shipping label and I haven't heard from since. Instead of getting the funds credited back to me Mercari chooses the sellers method and will not respond back either.