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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.
I ordered a camera and received 1 disposable mask. That was a really expensive mask. I tried to get my money back through PayPal but because they sent the mask and had the tracking for it, PayPal rejected my claim. Scam site. Beware. There are so many scam sites like this so check all reviews on sites and the age of sites before ordering. I learned that the hard way.
Date of experience: September 2, 2022
The worst! I purchased from a Mercari vendor on 9/25/23, they immediately created the label and never shipped the product. I kept contacting the vendor and they continued to say they would ship the following day. I kept checking the tracking number, and as of 10/14/23, USPS still doesn't have the package...sounds like a scam. I finally cancelled the order. Hopefully, I get a refund and not a credit on account because I have no faith in vendors selling on this site.
Mercari should monitor their vendors to make sure they are not scammers!
Tip for consumers:
Companies like this should be monitored and made accountable. There are many similar complaints about them. It appears to be a venue for many thiefs and scammers.
Products used:
Order a set of CDs. The vendor never shipped them (verified by USPS, based on the tracking number the vendor sent me) and I'm out my money.
Date of experience: October 14, 2023
I made a purchase but the product was not same as the seller has described. So I contacted the seller(not the company) and the person was extremely rude! So I contacted the company to request for a return. They asked me to send bunch of photos to prove that the product isn't as same as the seller has described and I did. But it was denied. What has happened to customer service? I'd give negative 5000 stars to this marketplace if I could! I'm 1000% done with this place!
Date of experience: July 30, 2023
If you are a seller be aware! Even with proof of unfair rating and people asking for free stuff to change the rating, they will still not help you! There are a lot of scammers on Mercari and to know that as a seller you will not be backed up is disappointing! You are only good for the 10% they take from you.
Date of experience: July 10, 2020
My feedback is that Mercari is a company that does not care about customer satisfaction. I purchased one article from two that were being sold. The seller sent me the wrong one and Mercari basically ignored my claim by refusing to process the return that I requested even after I submitted sufficient evidence (pictures) to proof to you that was right and that the seller was acting in bad faith. Mercari is supposed to safeguard their customers business without being scammed.
Date of experience: December 24, 2021
Ridiculous customer service, very frustrating site. People report your items all the time and get removed, you get suspended for no reason and lose sales, they rip you off, customer service do not read your messaged properly and reply any rubbish with you having to repeat yourself. Silly site that hasn't been thought through properly and needs better customer service staff.
Date of experience: October 21, 2017
I purchased a laptop for $100. It did not have a charger or a charge to see if it worked. The site requires a review within 3 days so seller can be paid. There was no way to purchase and receive a charger within that period... yet the site and seller expected me to ok the purchase saying the laptop worked. Impossible. I asked for a refund as directed and was told they would pay the seller without me verifying that it worked. This seems to be fraud in that I was sold a non working laptop.
There are over 1000 complaints here and at Better Business Bureau against Mercari. Also. The color was bright orange. Not pink as stated.
Date of experience: April 10, 2020
I bought some blocks for my 3rd graders to use in their lesson from a five star rated seller. They are supposed to ship within three days of the purchase. 9 days later the seller has only answered me once claiming to have left the package in a drop box but refusing to provide any tracking details. I send more messages all ignored. The customer service reps are polite but only make excuses for the seller. If I had bought from a reputable platform I would have what I need right now for my students. Mercari has a rating system that is worthless and engage with sellers who have no accountability. I do NOT recommend these people at all!
Date of experience: August 20, 2023
It's hit OR miss on an extreme scale with this app.
The tech support is kind-of okay after having to research HOW to use it.
Buyers & Sellers HOWEVER... that's an integrity issue of the individual... yet Mercari should protect merchants from the types that sell junk (hurts the marketplace) as operational & buyers that constantly cancel... or low-ball offer (hurts the marketplace).
Mercari doesn't only charge 10% for completed sales as they claim, though... you'll get hammered by their S&H system in overcharges.
My first ever complete purchase was glowing because of a great seller nonetheless.
STILL ***(3) overall
Date of experience: June 6, 2019
I've sold a whopping 2 items, I can't get the money I've "made", my items are mailed out... so I now have no money for items I sold.
To make matters WORSE, they make it so sellers cannot track, update OR complete transactions in favor of the payment received for goods "sold".
Basically, a buyer buys at inflated sale prices where MERCARI collects money for overcharged to the seller, overpayed shipping to the buyer & the seller STILL receives NO monetary compensation for services rendered.
This "business" has to be run by progressive liberal socialists... PROOF FOR THE OFFENSIVELY OFFENDED?
The merchant makes NO MONEY.
ITEM:
NHL Santa Official Figure https://item.mercari.com/gl/m*******859/
I have a whopping $5.80 balance I cannot use at all.
Do this to 10,000 users & they've taken over $58,000 (not to mention the hundreds of thousands of dollars "lost" in shipping "fees").
It's a racket.
BEWARE!
Date of experience: April 22, 2019
During this covid 19 my kid is stuck home asked to buy this old school system paid over $100 and never got the item and mercari said they will do nothing because i did not contact them in the 3 days. Wow straight trash stealing from kids.
Date of experience: April 17, 2020
I sent an offer to a seller after asking a bunch of questions about their product. They accepted my offer, then canceled it immediately and relisted the item for $210 more. Don't even waste your time. This ap is a joke.
Date of experience: February 5, 2019
If there was an option to give this company zero stars I would. Horrible customer service. Tried to buy a sweater. Error code pops up, can't purchase. Talk to customer service literally 8x throughout this fiasco as not counting email. Tried using a different credit card. Each time i spoke with customer service they said the problem has been fixed and it never was. Customer service is useless. Get email accusing me of fraud due to multiple times trying to purchase item with no success. Then after wasting all this time I receive another email saying my account has been removed... somehow I committed "fraud" and endangered their community without even getting past the make offer page. Please don't waste your time like I wasted mine. Stick with poshmark or ebay. Mercari is a joke
Date of experience: November 15, 2017
We're sorry to hear you've been removed from our platform. It sounds like we have detected unusual payment activity. When unusual payment activity is detected we cannot release specific information as to what triggered the alert. This may be the reason why our support team could not provide you with more information. We appreciate your understanding on this matter.^DE
There's zero accountability when this company has an issue a transaction. Phones don't get answered, emails go unanswered and inquiries thru the site takes 2-3 times to contact only to receive a we can't help you response. Doesn't matter what you find on here. It's crap - look elsewhere. I've made two purchases and both were the worst. Having to dispute with my credit for card this last one who sent me a broken item and Mercari bascially told me tough luck even though I alerted them within the specified time period.
Tip for consumers:
My tip is......DON'T BUY ANYTHING ON THIS SITE. YOU WILL BE RIPPED OFF!!
Date of experience: December 8, 2021
Terrible place to do business. Have zeros customer service... my bank account was charged with items I didn't order, products being sold that aren't what they were advertised, and you never get phone calls answered, and emails are never returned... when you try to close out your account, that device doesn't work either... RUN away from this website.
Date of experience: March 16, 2019
Be very careful on this site I was just robbed by a Nicole Kristine Creed from Spring Texas. She ordered a lot of merchandise. Which I shipped together and I am new to the site and this nor know this was not allowed This woman took advantage. She also is a seller as well. She claimed to have not received her goods and was refunded her money.So she is keeping the goods and the money
Date of experience: March 24, 2020
It's great to sell online that is until you make sales and don't get paid. Sold item was rated. Got an email from Mercari starting I had a balance. Nope. Nada. I've been selling on Mercari for over a year without issue's. Now their just stealing my money. No More sellers fees for you Mercari. Closing my account. Someone needs to start a class action suit against Mercari. Crappy Service Crappy Company. Don't trust this company and before doing ANY business with them look them up at the BBB.
Date of experience: April 2, 2020
Posted a Wilson Cell Phone Signal Booster for sale. Me Artie stated this was an illegal item to sell. Provided them web site showing both on line and in store sales. Showed that FCC had approved this item. Never would provide reason for cancellation of my account.
Date of experience: January 17, 2022
Only site I have ever visited requesting additional verifications for credit card; system would not accept legitimate verification amounts. No way to speak to a live person to resolve this issue :(( ((
Products used:
Could not even complete the order.
Date of experience: May 11, 2021
I placed an order and weeks later, no items shipped, no update. No help from customer service. I have resent my info to them several times now. Completely disgusted.
Item details
Set of 14 Cherished Teddies Collectibles
ID: m*******332
Products used:
Have not been able to receive product that I ordered.
Date of experience: January 12, 2021
1) no buyer protection: easy to scam. Sides with sellers even with photo proof and its easy to misrepresent and lose money (horrible personal experience with it recently)
2) ugly/ limited site and app design: only allows 4 photos and messaging is restricted
3) Long transactions: takes up to 10 days sometimes for money from both earnings or refunds to appear back in the bank. Also they changed shipping and allowed the option of FedEx Smartpost which takes weeks extra sometimes
Really unsupportive staff
Date of experience: March 21, 2018
We're sorry to hear our platform has not met your expectations! However, please note every transaction is carefully reviewed to ensure the buyer receives an item as described in the listing. If it has been determined the item was received as described, we'll have to complete the transaction. Please also note, Mercari's recent update now allows for 8 photos to be shared. Please email us at contact@mercari.com with any further questions or concerns. Thanks! -DE
For some reason, over half the items i buy on mercari do not pan out (Seller never shipped and disappeared, seller sends defective item...). I only made less than 10 purchases so that's enough for me to stop using them. No matter how tempting the price/deal, u'll get more than u paid for! (hold my money for 3 weeks until issuing credit, which takes another billing cycle/month to receive the credit sheesh)
Tip for consumers:
Stay away from mercari
Date of experience: February 17, 2022
The order arrived today. It was a larger box than I expected. Inside was my product and nicely folded brown paper not crumpled or folded too much. Then beyond that was the two items. Both were bubble wrapped together and underneath all that bubble wrap was each piece individually wrapped an excessive amount. If this package fell out of a plane at eight hundred thousand feet, the items inside would still be intact! Gosh! The shipping and handling is far cheaper than what is to expected of this high quality packing work. It took a bit to unwrap everything but was well worth it. Kinda like an extended Christmas morning with just one box. So happy to see this come in like it did. Thank you Mecari for going above and beyond!
Date of experience: March 25, 2019
I got an email from Mercari yesterday stating that I was selling non authentic Louis Vuitton jewelry. Guess what? It is authentic! So now I am blocked and when all my transactions go through I am deleted. WTF? I'm going to start buying/selling on another site. Good luck Mercari because you're the WORST!
Date of experience: July 25, 2017
Hi Donna,
We do have policies in place to ensure the authenticity of luxury items. However, if you feel your account was deactivated in error, we'd love to help. Please reach out to contact@mercari.com with your account details and a member of our support team will help look into this with you.
Purchased an item that was listed as great condition with lots of life left in it.
The item wasn't even usable. Uneducated employee closed the return and left the seller positive feedback. BS responses from the "customer" service team.
Contacted seller and they stated they knew nothing about the item and don't accept returns so wasn't their problem!
Date of experience: August 24, 2023
I have bought only two items using this app, and BOTH of them were bad. The first one sent me the wrong size of jeans that I bought, so useless. I've sent them back, and who knows if I'll get either my money or the correct pair of jeans.
The second item was completely different than what was pictured, and in the description it was half correct. Once again, useless.
I just sold one thing a few days ago, so we will see if I'm actually gonna get my money or not.
Aside from all that, the code on which the app runs is clunky, I ran into all sorts of interesting problems and errors just trying to upload pictures that are required to return an item. After four different attempts of throwing errors and starting all over again, using different devices, it finally worked... very very time consuming and simply unnecessary.
There's too many apps out there that do the same job WAY better.
Date of experience: May 4, 2020
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
Thank you for the updated review and we appreciate your bringing these issues closer to our attention. Regarding the community, we're working hard to improve reliability and safety of those members both buying and selling on the marketplace through a number of programs, features, and data. Additionally, although we try to keep our shipping rates as low as possible, we might recommend choosing the Ship on Your Own option if you can find a better shipping rate with your carrier. We hear your concerns and will take careful note of them as we continue to improve the marketplace.
Best Regards,
Team Mercari