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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 recently joined Mercari, made a purchase, it was a vintage radio, it was packed poorly and arrived in pieces. I rated the seller poorly and tried to get a refund through Mercari's "help" department, they told me that since I had already rated the seller that they would not be willing to assist me... this site is a scam... how would ANY seller have anything other than a good rating if they are unwilling to help... I am out over $100.00! Buyers beware!
Date of experience: February 23, 2020
I recently found out that I was duped by a seller and because it was out of the 15 day window, Mercari refused to help. The seller tricked the authentication process by showing a photo of a different pair of Gucci glasses that had the Gucci name and made in Italy. I had no reason to check when I received the item because it was backed by their authentication process. I tried selling the "Gucci" sunglasses and found that they are indeed fakes. I contacted Mercari and they refused to help. I had a similar incident on Poshmark and they told me to destroy the item and issued me a credit. Mercari's most recent response was that they would take this as Feedback. I am out $250 and I plan to remove my own listings and I won't shop there again as they cannot be trusted.
I have included photos of the fake picture the seller showed the authentication team at Mercari along with the actual glasses.
Date of experience: April 26, 2023
Ordered several items with good results but then my luck turned. I ordered what was suppose to be a new mens adjustable hat but when I got it was marked youth xl. Of course, the tag was not visible in the pictures.
The seller only marked item as shipped & never entered a tracking number so I guess the company's policy is to offer CREDIT ONLY. Glad it was a small purchase.
Next buyer marked item as shipping but I never received them. Didn't answered emails. Mercari did refund my credit & the extra $ though.
Finally, I found a buyer to actually ship an item which I received ok.
Also, it seems like you can only leave feedback if you accept the item which makes little sense to me.
Date of experience: September 8, 2018
Look I know most people think reviews that are outstanding are bots or just have incentive to do so, i can tell you thats not me. Now i cant speak for anyone buying from this site as i have not done so yet, but I am a seller with a 5 star rating not one negative review and also am new only 3 months now, but as to date I LOVE this site. ITS easy to use smooth interface ( i use the app on iphone) not the website version. So only speaking for my self but its worth giving a try to see for your self if nothing else is all i can say.
Date of experience: June 16, 2018
Purchased vinyl Godzilla figure from seller. Description said, 'from smoke-free home'. It arrived smelling of cigarettes. Asked to return and seller refused. Contacted Mercari: they asked to see photos. Mercari replied they could not detect anything from the photos so my request was denied. It was insulting. Seller was rude replied to every message 'have a great day'. Mercari automatically rated the seller positive. Seller and Mercari were insulting. Waste of time and money.
Tip for consumers:
If they would have posted something like "if there is a dispute about odors with a purchase the buyer is on their own". I had one comicbook refunded because the seller sold it with the back cover missing. They could see that in the photos. But cigarette smell from a seller who says the item is from a smoke-free home? If they had offered to physically see the item they would have helped. Also the seller being an insulting jerk just added insult to injury. I canceled my account with Mercari.
Products used:
Action figures and vinyl figure collectibles.
Date of experience: May 17, 2023
Please, Please do not trust Mercari! I bought an expensive pair of shoes that were blush / pink in the picture and was not described as any other color. When I received them they were very dark gray ( mud colored). I went through the proper channels of sending photos to ask for a return. I was denied a return and they gave the seller a five star rating. I was not allowed to rate the seller myself to warn others. This place is a scam! Beware!
Tip for consumers:
Ask for additional photos and ask every question you can think of before purchasing . There are no returns .
Products used:
Shoes
Date of experience: December 29, 2022
Twice I have purchased from mercari, and both items, different sellers, never shipped. I was able to get refunded, but I am done with this joke of a website. Please RUN, don't troll, as far away from this website as possible. Clown shoes!
Tip for consumers:
Run away far away from using this website
Products used:
Never received any items. Sellers wouldn't ship once paid for.
Date of experience: March 30, 2023
The most horrible customer service ever provided. They close my account without notice even though that was my business and I made thousands of dollars for them. They closed it because apparently I used a product photo from ulta, but apparently that was illegal. Horrible customer service. No one responds, no one cares, and no one is willing to help. I've message them so many times, and they've never responded. Mercari is the worst of to sell on and they take so much money from you.
Date of experience: November 24, 2020
I gave macari my passport as a valid id. They rejected it. Now I have over 150$ in funds they wont give to me. I have been on hold for 20 plus minutes and they hung up on me. Twice. What a $#*!ty company
Date of experience: March 3, 2020
I bought a Louis Vuitton bag with damage that was undisclosed. The seller said this bag was in good condition but did not take pictures of all the cracks and did not disclose this to me either. I reported the problem and Mercari said that they would not refund my money. They do not protect buyers. Buyer beware Mercari is not on your side. I will never buy form them again. I would suggest buying on eBay or Poshmark because they actually protect buyers.
Date of experience: July 12, 2020
I recently bought an item from Mercari for the 1st time and it was defective. The box looks great but the item is used and completely empty. I asked several times for a replacement or a refund and they refused. I ended up calling my credit card company to dispute it and the credit card company credited my account back. Beware! Do not buy from Mercari!
Tip for consumers:
Do not purchase from this company.
Products used:
Cosmetics
Date of experience: August 8, 2022
I used to sell on Mercari. The site almost always sides with the buyer. I sold a pair of emerald 14kt gold earrings and the buyer claimed they were broken when they were not. Probably buyers remorse. She returned them and was credited. I also tried twice to sell a cpap which apparently was a prohibited item. I only tried a second time because I saw one on the site for sale. I reached out to Mercari because they now closed my account!
Date of experience: November 27, 2023
- Easy for new scam sellers to set up new accounts and never ship the orders. You will get your money back, but it will takes weeks
- Sellers can cancel orders without any valid reason
- Most sellers have 5-star ratings, because of a very short time period to rate sellers, and buyers can't rate sellers on cancelled orders
Date of experience: August 4, 2022
I used Mercari once recently to buy something and would never use it again. I had a problem with an item I purchased, and it was horrendous to communicate with the seller or with Mercari. The site doesn't appear to be set up for smooth resolution of issues that can arise from time to time. So I turned to my credit card company and they gave me a prompt refund.
Date of experience: June 6, 2018
We're so sorry to hear that, we're always happy to help! You can always reach us directly by emailing contact@mercari.com if we can assist with a specific transaction!^MM
Do not sell on this site they suspended my account 2 weeks ago for using my wife's credit they called it safety I am for that but not when it takes 2 weeks they froze my money cancelled every transactions I have lost over 1000 do far because of there f ups plus I had offers pending customer service is the worst in the business. Do not associate with this crap site
Date of experience: May 16, 2020
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.
Date of experience: October 13, 2023
Stay away from Mercari! Basically they don't abide by their own guidelines and like to put it back onto the customer. I've tried numerous times to workout a return with a different representative and they all stand with each other. The worse company I have ever done business with. I never write a negative review, but I am now! STAY AWAY from them!
Date of experience: August 7, 2020
No phone contact, since April 12/19 I make cancellation for a expensive dress, still today I dont have any answer, I loss more than $ 500, Andy the Buyer block me up. Dont recomend at all. Dont use Mercari
Date of experience: April 17, 2019
Please note that because our phone support line is limited, our team can be best reached via the in-app Help Center or our email support address at contact@mercari.com. We apologize for the issues you're having with your recent purchase and would be happy to take a closer look into this or any other problem you experience on the platform.
Best Regards,
Team Mercari
Mercari is terrible! I sold a authentic Lv bag brand new paid for the Mercari authentication service and certificate and sold my bag on there. The buyer stated she wanted to return the bag due to not thinking the bag was authentic even though I paid Mercari to authenticate my bag! They accepted a $3,600 return on a brand new bag and now this women can send my bag back used or damaged possibly and I could only get refunded $200 of it! Beware and do not trust this app. I've had this app 2 years and every single time I've sold something or bought something it's been awful
Date of experience: June 20, 2022
Mercari is an easy to use app that offers great deals if you get the right seller. Unfortunately you MUST read reviews of sellers to know if you have a trustworthy one. If they have an abundance of Mercari automatic reviews...do not purchase. These are often left because the buyer has had a problem and it has not been solved within the 3 day window for customer reviews so Mercari reviews and closes the transaction. Giving the illusion of a 5 star seller and leaving the buyer with a faulty or incomplete item. Absolutely NO consequences for the seller if they choose to simply wait out the 3 day window. I have had some excellent transactions as a buyer and some bad ones. If you have a problem it is extremely difficult to contact Mercari and then satisfaction is not guaranteed. If you wish to buy here I recommend you do your homework on the seller before making a purchase.
Date of experience: December 13, 2022
They are a law to themselves! Ripped me off and I lost money due to a buyer returning item, which I had listed very clearly, no protection for sellers at all! Stay clear, customer service is a joke! No help whatsoever, took my sale and my money without giving me a chance to do anything absolute rip off! No one person will deal with a complaint from you so no one person is responsible.
Date of experience: October 19, 2017
I purchased an item and was told it was sold so I find another and ask the seller if they realize that item is cheaper from the company and comes with a warranty. They respond that I'm rude and block me. I just asked a question. Lousy first two experiences and impossible to speak to anyone there. I'm done. There are just too many places to buy and not get this nonsense. Spare yourself.
Tip for consumers:
Ridiculous company with emotionally unstable sellers.
Products used:
None.
Date of experience: June 20, 2022
Do not do not believe Mercari's policy when they state they prohibit the sale of counterfeit items. I've reported a few who sold me counterfeit garbage and Mercari did not do a darn thing about it. Those sellers are still selling Counterfeit products. Mercari needs to rake in those fees so of course they are going to continue to allow sellers to sell fake products. If you want to spend your hard earned money of fake garbage, then Mercari is the perfect place to shop!
Date of experience: March 20, 2019
Mercari sent my seller the wrong address label so now the package is coming to me instead of my daughter. They blamed the problem on the seller when Mercari is the one on charge of address labels!
I requested a refund of the shipping fees of $11.50 and they say the seller must issue that. Wrong! Mercari handles all financial transactions! So now I'll have to reship the item at my expense to my daughter. Will never again use Mercari!
Tip for consumers:
Don’t use them! Poor customer service!
Products used:
I keep an eeyore plush
Date of experience: January 1, 2022
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
Hey Rob,
We're so happy to hear you're loving our marketplace! As a team, we work hard to make sure our buyers and sellers are satisfied with their experience! We're grateful to have you as part of the Mercari community!
Best,
Team Mercari