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Mercari has a rating of 1.2 stars from 2,374 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 589th among Marketplace sites.
This company does not typically respond to reviews
I would give it 5 stars, but they added seller fees on top of paying taxes. A $9 item would earn you $3. Seems so unfair. But other than that, my items sell fast and I have made quite a bit selling on here.
This seller is a fraud. Do not buy from him you'll never get your item. I bought a backpack on Dec 13th. 5 days later I messaged seller and he replied that his printer broke and he would go to his office the next day to print a label and try his hardest to ship item that evening. A few days later I messaged him again to see if he was able to ship the item I purchased but he would never respond back to me. Today I told him I wanted a refund and he sent me a nasty message back in return.
I got suspended by this site, twice, without successfully selling or buying a single item.
1st suspension took place after I registered an account and bought an item, great, an email arrived and asked me for proof of identity and bank statement.
I gave them what they asked, 3 days later, they asked about a transaction that is between my own bank accounts, which I transferred a lump sum from one of my other bank accounts as my balance is running low. Fine, I gave them another bank statement to proof that the other account is owned by myself as well, and they went ahead and reactivated my account.
I then decided to take another look at the app and bought a few items, and I sold an item in the meanwhile as well. Suddenly, it is giving me the same suspension message and asking me for proof of identity again.
Now I am stuck because I have sent the item that I sold and it seems that my account is deleted as I am not even able to login to the app. So I will probably lose out at the very end, both the item and postage.
I recommend everyone staying away from these cowboys as they have no idea what they are doing and their customer service has not been helpful at all.
Date of experience: May 31, 2017
I purchased an item that ended up not being as described. I sent photos of the item to mercari that clearly showed it didn't match the photos on the original listing. They still denied my refund request and didn't even give me the option to give the seller negative feedback. AVOID AT ALL COSTS! THEY DON'T CARE ABOUT THEIR CUSTOMERS
Date of experience: January 27, 2020
Great site to buy and sell. Have sold in many other platforms and Mercari has been the best by far. Very easy to use I recommend this app to everyone.
Date of experience: December 18, 2018
Mercari ran a campaign for sellers to list 30 items in one week to obtain a $20.00 coupon towards a $50.00 Mercari purchase. However, it was a trap for Sellers because Mercari then FROZE the accounts for UNUSUAL ACTIVITY. Now mercari is holding the money of the sellers until a Government issued Photo Id is provided to Mercari. Everyone knows that a Government Id is code for IDENTITY THEFT. If you sell on Mercari take out your money every day, even it is less than $100.00. Mercari is holding the monies from Sellers Accounts and God only knows when they will release it.
Do not sell on Mercari, Do not buy on Mercari. If is walks like a duck and quacks like a duck it is therefore a duck. A dishonest market place.
Tip for consumers:
BE CAREFUL WITH YOUR MONEY ON MERCARI WHETHER YOU ARE A BUYER OR SELLER! THEY ARE A DISHONEST COMPANY.
Products used:
jewelry
Date of experience: October 3, 2022
Constant messages of advertising. So much pushing that it's pushing me away from buying anything. Other then that the site is good and I like the payment options, fair fees.
Date of experience: October 27, 2022
I ordered some cologne from a seller on the site. I gave them a shipping and billing address. They shipped my item to the billing address. I contacted Mercari customer service. They acknowledge that it was the incorrect address but refuse to do anything about it. DO NOT PURCHASE FROM MERCARI!
Date of experience: March 23, 2019
My Credit Card was compromised over a month ago I was sent a new card and I uploaded a different card to Mercari, they left this 48 hour notice it would be resolved that was 200 hours ago and
4 emails to them, nothing, nada, no one answers, I decided to close my Account, they locked my Account, I can't transfer my balance because they won't fix the problem. I just want rid of them. I buy and sell and the postage is a rip off, if the price comes out less than say $7.40 they have the priced fixed at, we will never know because they will pocket the difference, if the postage turns out to be less than $7.40, when we mail out the package we get a receipt with no weight on it because Mercari issues a code on your phone when you take it to the post office and those Postage rates stops a lot of people from buying your product because by the time you add up the cost of the product plus the postage it would be cheaper to go out and buy the merchandise, so you have to sell your stuff at rock bottom prices on Mercari. At least try to cut a deal with the USPO. BACK TO FB MARKET!
Tip for consumers:
Their Customer Service,
Cost of Shipping,
What is their MO
Products used:
Baby coat for my grandaughter
Date of experience: April 25, 2023
Mercari is not up to par with Amazon and eBay because they don't want to make a commitment for good customer service, for they never answer the phones or return messages on their voice mail, but they do have email support, but their answers are very general and vague, and they will not make an effort to solve customers concerns, for they have a problem with PayPal and most of the time PayPal does not work on their platform, and they have no interest in contacting PayPal to Rectify their problem, and they will surprise you with last second Verify of credit cards when making a sale, for why not verify the credit card before there is a sale, not in between an offer which delays the sale because they take their time sending temporally deposits to your credit card, for it's just poor customer service all around from this company which they could care less to Rectify.
Tip for consumers:
Try and get it on Amazon or eBay, for you will have much less headaches.
Products used:
Mostly buying
Date of experience: January 30, 2022
Bought a "new" item that ended up received a clearly used item.
I contacted the seller asking for a return. No response.
I tried to set up a return, The Mercari system would NOT let me. It stated 3 days must pass first.
After 3 days, I was told by Mercari since 3 days passed, no returns AND seller gets automatic positive feedback. WTH!
THIS IS A CLASSIC BAIT AND SWITCH SCAM RUN THE THE SELLER AND MERCARI!
AVOID AT ALL COSTS!
Date of experience: April 25, 2020
I wish I would have researched Mercari before making a purchase, I would have never done it if I had known about their ridiculous return policy. DO NOT BUY ANYTHING FROM THIS PLATFORM. I purchased a set of food processor blades and when I received them they were the wrong size so obviously, I cannot use them, I reached out to Mercari and requested a return and they denied my request because the wrong size isn't a good enough reason for a return. RIDICULOUS
Tip for consumers:
Don't buy from Mercari
Products used:
None
Date of experience: August 25, 2022
I bought an item from "Vanessa" in MA. She didn't ship for several days and I sent her a msg. She said she had a family emergency, which of course, I would understand. She then said a few days later she was shipping with a few extra ornaments. She then didn't ship and a few days later after I asked for tracking info (bc we have a lot of porch pirates where I live) she msgd and said her dad had died and she would have the money to ship ornaments plus one extra ornament (after she previously said she was already shipping several days before). I sent my condolences and she THEN offered to reimburse me and still send the ornaments. I declined and asked that she just send what I felt like was a fair transaction, as well as the tracking info. She then INSISTED on sending and said she was shipping that day. It's been a couple of weeks now and Mercari is no help. She had good reviews except for one three star but looking back she's had 14 cancellations since im nine mos. I'm certain she's cross posting and the story about her dad was a load of horse sh*t, equivalent to Mercari's support in the matter. She should be banned. Ridiculous.
Date of experience: November 27, 2022
I HATE MERCARI WITH A BURNING PASSION. I TOLD them that someone was trying to return my dress in a condition I did NOT mail it in. OF COURSE, they approved the return. I was then told my dress would ship back to me. The tracking information said I should have received the item, but I never did! I am so incredibly upset because mercari said there was nothing they could do about it. They better make this right. They don't answer my calls. I have photos of the dress in perfect condition. The person who tried returning magically stopped responding to my messages once the return went through. I would sue them if i could. NEVER USE THIS SITE. IT IS A SCAM!
Date of experience: February 4, 2018
I purchased Beats headphones and only one side worked, when I tried to contact the company I got a robot and Mercari wanted to charge me 5.99 to get help and then 49.99 per month after that.
Date of experience: August 21, 2020
I have been an avid jewelry buyer on mercari for years, having purchased over 30k worth of transactions. Until recently I've never had an issue with returns and buyer protection.
I recently purchased a bracelet labeled as 18k which arrived damaged and not authentic. I submitted a return claim and was told since I tested the item that the damage I submitted the return for was actually caused by me.
I submitted a complaint to BBB only to be told they still claim I caused the damage I opened the return about, luckily I found the damage in the original listing which was undisclosed and uploaded this to BBB.
Avoid buying high end jewelry on this platform, if you claim it is fake they will say prove it. If you test it they will then claim you tampered with it and refuse the refund. All over keeping $30 or risking seller trying to get paid for item.
I've reached out to my credit card company for resolution
Date of experience: June 30, 2021
So to update what they told me in an email today is they are holding my funds for 90 days then they will release it. So I guess we will see if that happens.
Date of experience: September 2, 2017
Mercari has a rating policy that claims their ratings "create trust and transparency in the marketplace". This is a blatant lie directly from Mercari. Facts are that Mercari allows false, untrue, negative ratings. Ratings in which a party may leave a negative rating which is a 100% false statement and Mercari will refuse to delete or edit said rating even though they have been provided with facts proving said rating is completely false.
Mercari also allows buyers to leave negative ratings on sellers accounts based on their experience with USPS or FedEx, which should not be allowed since sellers have no control over shipping companies.
Mercari allows buyers to request "hold for pickup" directly from the shipping company which then prevents sellers from receiving their funds until 3 days after the buyer actually picks up the item, if they even do, with no regard to how long the item has been sitting at the pick up location. This can potentially prevent a seller from getting paid up to 30 days, if paid at all. Again, this is something sellers have no control over.
Bottom line, Mercari claims they have a policy of "trust and transparency", yet their business practices completely contradict their policy statement. They will gladly collect their fees from every transaction on a seller's item, yet refuse to uphold fair business practices when it comes to that same transaction that they have collected fees on. Proceed with caution when choosing Mercari as your selling platform. They definitely do not protect their sellers from whom they earn their income.
Date of experience: January 7, 2019
Bad customer service. Wont accept returns. Got product in mail and tried to return it 1hour later to be denied. Don't recommend this site.
Products used:
Android radio.
Date of experience: November 8, 2023
Great items at excellent prices. Shipping is fast and customer service is responsive. First time users can use the following code for a 10 dollar off coupon, FSWCVZ
Date of experience: September 27, 2017
Customer service = an automated, generic computerized response to all/any complaints/issues you send in. It took them OVER 6 MONTHS to finally refund me for a counterfeit item! AND THATS ONLY BC I CONTACTED THE BBB! They have no phone #, won't give you their address or email, and are operated by computers- no humans are on the other end of their "support team!" They also allow their robots to delete listings as they please and freeze accounts in a random basis. I've lost credits and sales due to their corner-cutting practices. Stay away u less like to lose both money, time and patience...:-(( TWO BIG THUMBS DOWN!
Date of experience: January 22, 2016
People who work for customer service are def not going extra mile to assist customers. I was long time loyal customer and will be canceling my account
Date of experience: December 20, 2022
I have had great luck on here unlike Poshmark the sellers ship and charge way less for great items! Shipping is slow but thats because MErcari uses Sureship its out of sellers hands
Date of experience: March 7, 2018
So I looked online to to replace my Jabra Elite 75t Bluetooth headphone.
Quick google search brought up a pair of new ones still in package, so I purchased them.
Upon opening the package, something seemed wrong. Luckily I had my old pair still.
Comparing the two, the ones from a seller on Mercari weighed less, the LED was two colors, as opposed to the five from my old pair, they would not stop playing when being put in the case and upon closer examination, the colors, logo was different and small print was missing. The dead giveaway that these were counterfeit was that they would not connect to the proprietary app that Jabra offers.
I contacted support, they had me send photos, and I sent them comparing my old genuine set to the ones I got off their site. They e-mailed me prepaid postage, and I sent them back. It was strange though, the seller had a five-star rating.
I went to go write a review so other people could beware, but then I reread the return e-mail and it said that leaving a review, positive or negative, would initiate my money being released to the seller.
So the site is designed so that buyers can ONLY leave positive reviews. Hence the seller that sold me the counterfeit item had only five-star reviews.
I just feel sorry for the people who didn't have a genuine product to compare and still think they got the real product. Sucks for Jabra too, since now there are people out there that think the cheap knock off they got was the real deal.
TL; DR: Buyers with poor experiences are not able to leave a negative review since doing so would release their money to the seller.
Tip for consumers:
Seller ratings mean nothing. Buyers are unable to leave negative feedback.
Products used:
Jabra Elite 75t
Date of experience: September 10, 2021
Advertised an immaculate I phone send pictures to buyer I sent it first class recorded delivery costing £7,45 the buyer insisted the screen was making a sound but it was like new immediately Mercari took on board the buyer saying it wasn't as advertised this was 10 days ago still no phone back apparently been delayed with my Hermes so much be lost the p&p already and they have refunded the buyer without any input off this being returned and inspected by me so he could have put a pkt of fags in it nobody checked but he's been refunded no phone number just talking to faceless people no support nothing will never ever use this horrendous site again beware people do not send anything of value via this selling site you may never see it again as I'm still waiting
Date of experience: August 14, 2017
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
Hi Olivia,
We're sorry to hear your item was not returned to you! If the tracking indicated that the item was delivered, we are required to refund your Buyer as they did their part to return the item. However, all of our return labels are insured with USPS up to $100, so you should be able to file a claim to receive your funds back. If this is not the case, or you're having trouble filing a claim, please send us an email to contact@mercari.com and we will be happy to take a closer look! Thank you!^WM