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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 paid near $600.00 for a designer bag as an anniversary gift. I did everything right. Stayed in contact with the seller requested a signature. Tracked the package regularly. The day before it was scheduled I called fedex who told me some story about how my shipment was intercepted by UPS. I call UPS and gave them the tracking number I was given and they had no idea what I was talking about. Contact the seller and the app make them aware. I was told to be patient and allow them to work on their end. All automated systems no live person. Each time I requested a live person. I reach out to ceded we're I told that I was not allowed to start a claim this had to be done by the seller. Contacted the seller and was told they could not it needed to be the app. The app later messaged saying that since there wasn't a claim made and that they would do the review on the seller for me and means that the seller would now receive their payment. It's been a week and I still don't have my purchase or my refund. I'm told by the app that I will receive a credit that can be used on the app for 30 days only. Notable this was my very first purchase on the app. I have not received the credit neither do I want too. Also the seller has blocked me! Below you will find photos on my experience.
Tip for consumers:
Just don’t
Products used:
Never received
Date of experience: March 30, 2021
I am a new buyer to Mercari. I originally attempted to use my Paypal account to make a purchase using my iphone. The transaction would never go through so I was forced to log in using my desktop and pay with a credit card. The seller was very friendly and I received my item within 3 days. When I attempted to confirm that the order was received and rate the seller so that the funds could be released to them, I was unable. I messaged the seller about this and assured her that I would contact Mercari for help with this. They don't offer a customer service phone line so I emailed them and was messaged nearly 4 hours later, with no resolution to the issue. When I logged back in to my account the following day, I could see that the seller had responded to my concern but the site would not let me access or view the response or allow me to message the seller again. All contact between myself and the seller was cut off. Apparently, they were uninterested in making sure the seller was paid. I would say that anyone selling items there is taking a huge risk and wish that I had checked them out myself before purchasing through them.
Date of experience: October 27, 2017
Mercari deleted my account after 3 yrs of selling and, buying for the reason that was not true. And would not try to listen to what I had to say. Very disappointed in mercari.
Date of experience: January 31, 2018
I had bought a grill and it had already been used and broken, then reboxed and sent to my place. I also have run into constant issues with the login and profile set ups.
Date of experience: April 1, 2019
Please note that if you receive a purchase and it is not as described we request that you send us a message via the in-app Help Center or email support address at contact@mercari.com. Additionally, you're able to request a return in-app by going to the Order Status screen, tapping the question mark in the top right corner, and selecting “How to request a return”.
Please don't hesitate to write in at your earliest convenience so we can take a second look into this issue you experienced. We look forward to hearing from you.
Best Regards,
Team Mercari
The only reason they get a 1-star rating is because I could not leave a review with 0 stars. I paid $26 (w/shipping) for a puzzle of a Mustang car. The box was a Mustang puzzle box, but the puzzle inside was a kitten. I initiated a return. They needed pictures, so we had to put the puzzle together – which took a few days to do (since I work full time and we had no picture of what the puzzle was to look like). Then Mercari said it was over their 3 day allowance for returns. They refused to send a return label and THEY rated the seller ON MY BEHALF! – WHICH IN TURN CLOSED THE CASE. I WILL NEVER ORDER THRU MERCARI EVER AGAIN. AND I WILL MAKE SURE PEOPLE KNOW ABOUT THEIR BUSINESS PRACTICES. MY REVIEWS WILL NOT BE KIND.
Date of experience: January 30, 2021
So I bought a item and seller cancelled so I should get a $135 which is what I paid. I paid using my debit card which is where my refund was supposed to go but instead you give me Mercari credit really? So I try to transfer the money to my debit card along with money I made from sales which was only two items but $40 there. That means I should have got $170 and some change back but it won't let me even with my routeing number and all that info. Really so I lost $170 that I can't bget back and here is the kicker I was BANNED as a "Risk" due to only one cuss word which I admit was wrong in doing but was mad at the time and told help center to "F off"
Date of experience: April 23, 2019
I wanted to try out Mercari because I was becoming more and more aggravated with Poshmark. Sellers not responding, sending dirty items, sending a man's large after advertising it was a woman's large... etc. So I've now ordered 3 items from Mercari. So far... eh... I don't know. The shirt I ordered came very quickly, but there was a small hole in it that was not mentioned in the listing and the size is a not accurate do to washing shrinkage. The second item I ordered it has taken two days for the seller to respond and ship. Which is ok, but it would be nice if sellers check their emails daily so they can respond to questions quickly. The second item has still not shipped so I can't comment on quality yet. The third item I wanted to contact the seller about sizing and I have yet to hear back from them. I'm beginning to wonder if they are even active on the site still. Sooo, much like Poshmark, this site has the same problems and issues. I can't comment on the site itself in helping with refunds or returns, as I haven't had to experience that just yet. I guess like any online 'yard sale' site, you have to be careful and do your homework before buying... then cross your fingers that you actually get it.
Date of experience: January 30, 2018
Never buy from Mercari as customer service is horrible, 72 hours return.
Buy from ebay walmart or ebay, never buy from Mercari
Tip for consumers:
Never buy anything from Mercari, 1.3 star reviews can explain
Products used:
Very bad return policy, refused return for faulty item
Date of experience: May 28, 2023
I decided to give them a chance and I posted a few things for sale. I sold a few cheap things without any problem and I said let's put something bigger. I posted a high-end drone for sale and I got a buyer a few days later. Everything went well until the buyer decided to make a return
Pretending he can not find the app to use the drone despite the app being everywhere available on the internet. I accepted the return but upon arrival, there were 2 batteries instead of 4. I contacted Mercari and reported the problem and they told me to contact the buyer but the buyer never return my messages and then I can't send him any messages. These batteries were $250 each and they decided to close the case in favor of the buyer. The buyer never reported in the return message any problems with the batteries. That means he got all 4 batteries. Mercari does not truly investigate any cases because they side with thieves and encourage them to steal more. You can put a thousand pictures they don't care. Please stay away from this site as far as you can. I retracted all my listings and they will never see me again. Read others' feedback left for this site and then make a decision to sell there.
Date of experience: December 23, 2021
Sold us a phoney chanel bag with fake letter of authenticity
When you write they ignore
Dont fall for their crooked business tactics
Products used:
Phoney chanel hand bag
Date of experience: November 2, 2023
I ordered a costume and it was not shipped or received and when I went to cancel the order, it had just disappeared all together. Scam
Date of experience: October 17, 2023
To interact with their customer service you have to download their app. You can message a seller or buyer but are barred from talking to them outside Mecari. I have had several cases open that were all closed without any help. In one case I was very happy with the coins I bought but, a valued coin was missing. I sent them what happened and written description of coin (HISPAN with two columns). I sent a zoomed in picture of the coin from original posting. They closed the case because they said I did not provide picture of it! You have 24 hours communicate or case is closed (even on a weekend). This is always the case with Mecari. Today I purchased 3 coins (separate transactions) on Mecari for unbelievable low prices. I tried to message seller about coins and was blocked by them! I saw the seller had no previous sales or followers and thought oh no this is a scam! So I tried to cancel order but could not because coins were shipped within the hour. I tried to get assistance from Mecari but was brushed off with several messages and the case closed. If you buy something on Mecari and there is an issue send back item immediately. If you don't it will be yours no matter what because Mecari customer support will close your case out. Be sure to use their authorized return label if you don't Mecari will release your funds to seller and you will no recourse to obtain refund.
Date of experience: May 17, 2022
Safe for buyers, not so much for sellers. They apparently will take the buyers word on something and then make a decision regardless of the truth. I do not recommend!
Date of experience: August 11, 2020
Never try mercari! There is lots of scammer and counterfeit items. Mercari does nothing to protect seller. You can never reach mercari at all. This app is a total trash.
Date of experience: June 4, 2018
I'm so sorry to hear you had this experience with us. You can always reach us directly by emailing contact@mercari.com if we can assist with a specific transaction!^JR
Received rechargeable Coleman air pump this morning. Plugged it in to charge it. Power converter does not light up. Wasn't this tested before it was listed?
Date of experience: March 28, 2019
Editing my review to change from 5 star to 0 star
Worst customer service
Worst phone call wait time
Worst email service
Worst return and account handling system
Worst app ever - they failed big time trying to be what you call "secured and easy"
Very unhappy of the way the handle things
Date of experience: April 10, 2019
I purchased a watch bundle says brand new not someone else had this smstt watch set up for them i cannot grt pass password for this gentleman you only have 3 days to accept purchase needless it took more then 3 days to find out someone else had this watch i contacted RichGang 3 times have been ignored he knows i am stuck with something i cannot use i see how he got jis name RichGang steal from customers big profit
Tip for consumers:
I have had nothing but problems with mecari. Half the time you purchase something the seller never ships but say they did then a vouple weeks later after you figure it wasn't sent you have to fight for refund
Products used:
None
Date of experience: January 17, 2021
Mercari is easily the worst selling platform I've ever used, especially in terms of transparency, ease of use, and overall profit. I've got a perfect 5 star rating, never had any serious issues with individual transactions but overall I truly despise this platform. They will not protect shipments that don't use their in-house labels, and they absolutely overcharge you for those shipping labels - even after the item has been delivered they will take extra shipping fees without providing any evidence or reason. Their "sale" alert is the same notification as all of their other petty BS 'reminders' so it's EXTREMELY annoying to think I've got an alert for a new sale but it's just Mercari with a greedy message encouraging me to list more items. Their payment system takes about an entire week to release your funds (it costs extra to get instant transfer, & 2.00 to transfer less than 10.00 - meaning there are probably hundreds of accounts at any given time with money held in escrow that nobody wants to pay 2.00 to get because they're waiting for their next sale). You cannot even access your funds until 3 days have passed from delivery date. If you try to buy something using these "funds" Mercari will automatically debit your payment method on file instead of using your Mercari balance first. I have also learned it is a platform for the most desperate of buyers, since most everyone lowballs on offers and won't respond to counteroffers. Their algorithm buries your items after about 24 hours if you don't constantly keep lowering the price, so it's widely known you have to manually resist inventory every so often to actually make profitable sales, which is a lot of stupid extra work. All in all I hope, with all of my heart, that Mercari goes bankrupt and the sick greedy people who created it are sent back to the status quo to be completely forgotten and eternally lost in the anals of history forever yeah yeah I know what I wrote & I stand by it 100%.
Tip for consumers:
use literally any other selling platform than Mercari! it is outdated and poorly managed
Date of experience: January 25, 2023
Post office accidentally cut off the tracking number. Mailed the jewelry and sent the buyer the receipt explaining what happened. It was received, and I never got paid for this special pair of earrings... couldn't get them to respond for weeks and they have "voicemail" which is really an email... DONT WASTE YOUR TIME ON MERCARI
Date of experience: April 14, 2019
I ordered an electric typewriter for my 95 year old father. It was WAY too big and heavy, which was not obvious in the posting (no measurements). I tried to return it, explaining I couldn't even get it out of the box by myself. Stupidly, since I wanted to be able to just seal it back up, I didn't take it out or plugged it in. It being a monster as opposed to a portable typewriter was not a sufficient excuse for returning, so my request was denied. I was angry and frustrated, but since I was stuck with it, I finally got someone to take it out of the box and tried to type on it. It doesn't work. It turns on, but the carriage only goes halfway and most of the keys don't even hit the page! (The packaging wasn't great, no padding, just a box and some wadded up paper, so I guess I shouldn't have been surprised.) I tried again to return it, this time because of false advertising. I heard from about 20 people who all said the same thing: You only get one chance to return, your initial complaint wasn't enough, case closed, second complaint doesn't count. Try to resell it with us! (EVEN THOUGH IT DOESN'T WORK!) We are all just following protocol. Doesn't matter if the product is garbage. Case closed. No chance to review sellers or Mercari. So I spent $147.69 ($45 of that was shipping) on a machine that doesn't work and have absolutely no recourse. I don't even know if the sellers are aware of all the back and forth I went through, but I have the return address on the box, so I will be sending them a letter...
Tip for consumers:
DON'T USE MERCARI!!! THEY DO NOT HAVE YOUR BEST INTERESTS AT HEART.
Products used:
None since the one I ordered didn't work.
Date of experience: February 4, 2022
Mercari DOES NOT release your money i bought item on November 11 and never receive item and they already took the money right away out of my account so Mercari STOP THE LIE you take funds right away, I have contact Mercari already and they Did NOTHING TO HELP letting the seller SCAM others. This Website they LIE and SCAM be Aware.
Date of experience: December 23, 2017
We're sorry to hear you haven't received a refund for the item you purchased but did not receive! When an item is purchased on Mercari, you're immediately charged, but we temporarily hold the funds until the item reaches you and a rating is provided. In the case an item is not delivered we cancel the transaction and issue a refund immediately. Please keep in mind, depending on your bank, it can take 5-10 days for your funds to reflect in your bank account. If you'd like us to follow-up on your refund, please email us at contact@mercari.com. We look forward to hearing from you.^DE
We bought and item for $100.00 Seller close account right away after it took the money we never receive the item and we contact Mercari they don't want to help saying the item was bought out of platforms that is a LIE we bought item THRU Mercari phone application with a Debit card, they are letting scammer sell item in there website and NOT doing anything to protect buyers letting them sell and SCAM HARD WORKING PEOPLE.
MERCARI WEBSITE IS A SCAM BE AWARE.
Date of experience: December 21, 2017
I sold a lularoe item that was just released so it was selling for $275. A buyer with no prior reviews bought it and I was hesitant but did the sale anyway. When the leggings came she refused to open the door for the mailman and a week later when they actually got her she refused the package. She had 0 communication for a week then a crappy I don't want it attitude. Mercari was so unhelpful you get these copy/paste responses and they were like don't worry we will cancel the transaction and refund your buyer and you will get your item back in 15 days. By the time I got it back I took a 150$ loss, including the shipping. I didn't even get to rate the horrible buyer they just gave her a refund and didn't care they were breaking their own policies. Don't sell on this product. They don't protect sellers at all. I had 21 prior transactions and they treated me like crap. When I asked for a manager they locked my post so I could no longer type. Stick to eBay they have phone numbers and follow their rules.
Date of experience: October 12, 2016
I can not believe how this app is even up and running. They rob you blind of what you sell. They take an enormous fee out and then when you get a buyer trying to scam you they just let them scam you! I sold a massive 23 carat diamond ring and the guy paid 1000 bucks for it! This is a genuine mined diamond ring with a authentic certificate! It is gorgeous! The guy gets this huge diamond and now decides he wants to return it! Obviously he is swapping the diamond out! I am just blown away. I sent numerous emails and called and left messages and no reply. Instead they just accept the return like it's a toy or shirt being handled and shipped back! I about flipped when I saw they disregarded me a trusted seller for a year over a no body who's bought nothing from them ever! This guy's a 100% scammer and they just sided with him! I am so upset. DONT SELL ON MERCARI. I have a YouTube channel and I work with diamond and moissanite companies and I am now for sure letting everyone on YouTube know not to shop or sell on there EVER! THEY STEAL ALL YOUR SELLING MONEY AND THEN TREAT U LIKE DIRT! I've sold a lot of diamond rings and all my buyers were ecstatic what they paid for these beautiful authentic diamonds! I'm telling you head my warning. Sell else where! Shop else where!
Date of experience: January 22, 2022
Scammed 4times in 1 week with iwatches. Was charged three times. The sellers were unresponsive after purchase and then refunded my money back days later. The 4th time purchased a watch from seller AnnaLWebb it shows no scratches in the picture or description. The watch came to me severely scratched up on the apple watch face and Rebecca is supposed to be the support crew. Did nothing! My bank said they will deal with each name of deceitful people and horrible customer service. From seller AnnaLWebb (Anna L. Webb) from Oklahoma City and Danielkok from Florida, Lauren Zapetalfit from Tennesse, bluefacefrank and Rebecca from customer support.
Date of experience: July 23, 2019
Mercari is not that bad of an app. It's actually an easy way to sell your items. It does have a selling fee, but at the same time, it's a lot less of a fee than many selling apps and websites. Plus I always wondered how they made money to keep the app going. Also it's not that hard to raise your price by the 1 dollar you'd lose from the fee. You do have to be careful of scammers though. But there are scammers on every website. I once bought "authentic apple earbuds" that were definitely not authentic. The lesson I learned from that: ask for their own photo of the item along with the label photo. If the listing is just stock photos, don't trust it. Same goes on any other selling website. Also, read their ratings. Often people will leave a "good" rating even if the item wasn't authentic or as described to be nice. I usually won't buy from someone who has negative ratings or no ratings so maybe that's why I've had good experiences. Anywho, it's not the app's fault if you receive something in poor condition or not as described (it's the sellers), BUT they CAN help you if you contact them about it.
Date of experience: January 3, 2017
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
Hi Erica,
We apologize to hear your first experience with Mercari was not an enjoyable one. We currently do not offer phone support, though this is something we are working towards. Any message sent to our support team are answered on a first come first serve basis due to the volume of inquiries. But we make sure to get to each issue within 12 hours of a user writing in. I understand in this situation that you were in this was far from ideal. We thank you for your honest feedback as this is one of the best ways for us to become better at what we do. Please know we are listening to what you're saying and we want our community of Buyers & Sellers 100% happy! If you have any other questions or concerns, please send an email to contact@mercari.com we will be happy to assist! Thank you!^WM