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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.
There's a lawsuit coming their way soon from what I've heard from some top government people. They won't be around for too long. Don't risk doing business with them as a buyer or seller. These people are criminals! 99% of feedbacks are negative except the ones that are paid reviews.
Date of experience: May 20, 2019
Apparently some sellers at Mercari don't have experience in selling nor that website has a way to make them compliant of standard trading rules. It takes weeks for an item to arrive, if you receive a wrong and/or damaged product due to poor packaging practices you'll have a hard time getting a refund or any reparation whatsoever. If you want to leave a bad rating for the seller you'll have to accept the product and then you're screwed. Appears Mercari has bad practices towards buyers, the ones really bringing them revenue. Sadly, I'll have no other option than to stick with Amazon and eBay, I have always got satisfaction from both this sites. I wish there were more responsible and reliable web sites where to buy.
Tip for consumers:
Do not use this web site, you have plenty of other options. Mercari appears to be a glorified Craigslist where you'll take a risk of being conned.
Products used:
Computer parts
Date of experience: February 15, 2022
They will randomly ban your account for no reason and not even give you an explanation why!
Customer service doesn't exist impossible to get anyone on the phone it seems like one person is running an entire company save your self the trouble and use eBay!
Date of experience: March 5, 2019
My account has been closed without any notifications! Just received that it's closed. No customer service, only robotics duplicated answers, never provided the reasons and listings which were wrong. Moreover, to deposit my funds I need to take verification again. It's ridiculous, I made it already, one month ago.
Please, don't sell there. Looks like competitors report your items for no reason, just to rid you of. Mercari doesn't investigate, notifies you! No customer service at all. Scammer app!
Date of experience: July 17, 2019
I've had overall good experiences with other users on Mercari. But when issues arise, the customer service is an absolute let down.
Their team has been unhelpful to work with and hasn't resolved my issues in any instances which has left me frustrated and not wanting to use this platform anymore to sell my items. Maybe consider using Depop or eBay instead of them if you're deciding on what to use.
Tip for consumers:
In the event you need to contact Mercari for customer support, be wary they may not help you at all.
Date of experience: February 10, 2023
Well I believe Mercari is a great apps but the other sellers in the application report your listing as fake or counterfeit items so they can sell more. I have great rating all my items comes from flea markets and warehouse sale in NYC. Merchandise is authentic but when a seller sees someone selling three or four items each day I guess don't like that and you wind out getting hit with counterfeit reports. I get a report of digital infringement on my own photos. Customer Service needs to improve in a way that they must noticed about these facts. Very disappointed
Date of experience: May 3, 2017
Mercari closed my account for selling items that hundreds of other sellers have sold and are still selling. When reaching out to customer service all I got were corporate scripts that provided no real help and didn't have any relevance to my problem. I tried emailing, calling, posting on Facebook, and more. Nothing worked. They don't care and their moderation team is an absolute joke. To say I'm furious is an understatement. I will be trashing them anywhere I can find because it's completely unfair and ridiculous what has happened to me. If you google you can find hundreds of stories like mine and worse.
Tl; dr Mercari is a scam and you deserve better. We all do. Get wrecked Mercari.
Tip for consumers:
Dont use it
Date of experience: July 7, 2021
Without getting into a long review for your peace of mind stay away. I've dealt with many sites almost all you can reach someone at customer service through a phone call or an email these people have neither. If you buy something and have a problem forget about it it's an absolute nightmare. This is the worst site for sellers and buyers it's absolutely horrible.
Date of experience: December 8, 2020
First of all apologize for my English, Mercari uses a fraud system with which it easily disclaims all responsibility, I believe that it has partners with power that help in situations of demands which do not prosper, they are obviously specialists in deceiving honest people, there are many dishonest sellers and buyers who also take advantage of the situation, unfortunately we will continue reading sad stories of deceived people, how can we help? Publish their bad experience in different places and let the world know about the fraud, I hope that these unfortunates go to jail very soon
Date of experience: October 4, 2018
This site doesn't protect buyers. Their policies support and bias toward the sellers. They write 5 star reviews for their sellers after only 72 hours. After that the buyer has NO WAY TO REVIEW! Terrible site! Do not use!
Tip for consumers:
DON'T USE MERCARI!
Products used:
Watch. did not work!
Date of experience: July 5, 2022
Do not use this company they cancel your account with no valid reason keep your money! You cannot speak to anyone on the phone everything done by e-mail useless help and no answers not customer focused at all
Date of experience: July 1, 2018
People, please, don't use Mercari! They never read your emails! They close my account unreasonably and my balance over 1,000 is on hold for 3 month! They are so unprofessional! This platform must be deleted from Americans marketplace!
Date of experience: February 26, 2019
I have actually bought a lot of things on Mercari and have never had a problem( 5 stars) Recently, I gave a seller a 4 star review and she sent me a nasty chat message.(attached)
I complained to Mercari and obviously there were no repercussions because she had no lapse in selling her products. Support consumers and don't buy from "Karen's!
Date of experience: October 9, 2023
Shut me down claiming I had a previous account that was shut down for violating rules not true but they continue to take 10% from sales of counterfeit makeup and sneakers even seen counterfeit money being sold
Date of experience: October 14, 2017
If your package gets lost, you will encounter enormous difficulties getting a refund resolution. It is almost impossible to contact via phone (I gave up finally), and email communications is poor.
This is NOT a reputable company!
Tip for consumers:
Don’t use this site for purchases. This isn’t a reputable company, nor does it have a very effective customer service to resolve problems!
Products used:
I had to give up and use eBay
Date of experience: July 30, 2022
I have only had one experience so far with Mercari, and it was surprisingly GOOD. After two bad experiences with Amazon third party sellers, the seller on Mercari delivered a better-than-expected product, shipped quickly, absolutely no problems.
I am learning, that when problems arise, they are generally from less than scrupulous sellers, and NOT the website. That being said, the website, to stay in business, needs to take responsibility for those bad seeds. I am looking forward to ordering from Mercari again. At least, as of right now!
Date of experience: December 15, 2017
Thanks for the positive feedback! We're happy to hear you've had good experiences on the app. Our goal is to create the best buying and selling experience, and we'll be sure to look into ways to better inform buyers and sellers on the best Mercari practices. Thanks for using Mercari!^DE
So there are people on the website preying upon women. I "reported" 10 different times and no one ever got back to me. Also, I purchased a product and it was completely dried out. After trying to get ahold of the company for 5 days I finally have up. Two weeks later I tried again and received an email saying that they can't give me a refund. I will never use a site that does not take predators seriously. There are young girls out there that are vulnerable to these types of websites and they have done nothing to control it. Do not let your daughters sell their clothes on here!
Date of experience: May 28, 2020
Mercari has no consideration for their customers and the absolute worst customer service. A seller shipped me the wrong item and seemed very apologetic and promised to send the correct item along with a free gift for the difficulty. He never sent it and then ghosted me. When reported to Mercari their response was essentially, "well darn, too bad." They did absolutely nothing about it. I have all the messages showing his intentional deceit in two transactions and yet they did nothing about it. I asked for him to be penalized or prevented from doing this to others and they essentially shrugged their shoulders. Amazing that they not only will not refund my money but are rewarding a fraudulent seller. They could care less about their customers. And they make it almost impossible to get customer service - it's absolutely ridiculous. What a nightmare! STAY FAR AWAY FROM MERCARI!
Date of experience: February 25, 2020
They "limit" accounts and cancel transactions at will. That object you really wanted? Sorry, no longer available. Also locks up on seller side so item in limbo for no one can purchase. Still waiting five days later for resolution. Meanwhile, items I wanted to purchase sit (seller not making money while buyer shops elsewhere) or sold (buyer loses item and patience).
Tip for consumers:
Buy elsewhere
Products used:
Ebay, poshmark
Date of experience: February 23, 2022
I understand why people sell things for too much, especially used. This company is a bunch of thieves though. They take a huge percentage from the sellers. I removed my account after a few years because they just want higher cut. You really can't make much money and the people that do are probably thieves themselves just buying things cheaply at thrift stores or getting them free from FB marketplace.
Date of experience: March 22, 2022
Not only do they just take money from your account without notice if your shipping price is off, they dont honor their buyer protection policy of 3 days, if you dispute a charge with your credit card company, they ban you from their site and shut down your account but they steal funds that should have been paid to you to cover money your credit card company gave you back so you still end up losing money and then can never sell on their site again...and you can't call them to complain cause they have no customer service number... probably due to the fact they have a bunch of angry people they have screwed over to make their millions
Tip for consumers:
Make sure to ask questions to get exactly what you are looking for cause their return policy is a joke and it's left up to Mercari to decide rather you can return something if it's inaccurately described and they are discriminatory and don't follow their own policy
Date of experience: April 14, 2023
Being a disgruntled Letgo seller a friend referred me to Mercari. I had never heard of it before. So I need to ship out items before getting paid so what? Everything is backed up with tracking and they have a working payment interface which is HUGE for commerce apps. Sales are spotty and seem to run in cycles but I am converting. Listing is a snap using a mobile device. I wish I could list multiple quantities other than that pretty happy with this app.
Date of experience: July 28, 2017
I purchased a black pair of shoes and when they arrived, they were green! LOL My return request was denied by Mercari. Instead, the customer service team told me that if I was unhappy, I could just relist them. You're better off shopping for deals on a reputable website that honors returns.
Date of experience: November 15, 2020
I purchased two items from them successfully - with cordial communication with the seller and prompt payment. When a went to buy a third item, I was told that my account was permanently closed and banned for life! Why? There was no explanation!
Their customer service is terrible. You cannot get a real person to talk with. If you are 'lucky' someone may respond via email two days later, but all you get is rudeness and attitude.
Look at all of these negative reviews. Is this company worthy of your business?
Tip for consumers:
Stay away from this site as their customer service is terrible
Products used:
Collectible
Date of experience: September 10, 2021
Seller accepted order held on my money for more than a week then cancelled my order - stock standard response from Mercari saying it's out of their hands it's peer to peer - don't expect protection in situations like this or have Mercari make sellers fulfill any obligations after you agree to sign a binding contract for purchase and provide consideration.
Date of experience: July 5, 2023
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
Hi Lesley,
We're sorry to hear that you've had this experience. At this time, our phone support is currently limited, but we do offer 24/7 support at contact@mercari.com!
Please send us a message there, and we'll be happy to take another look at your account.
Best,
Team Mercari