Mercari

I have been buying online for 2 decades, and was one of the earliest members in Mercari. Their customer service was great until recently.

I had sellers made mistakes twice, and CS refused to honor a return. The second time I was sent a different size than the seller listed, and CS reason was they do not take returns for sizing/fit (which is not the case here).

Be careful anyone who buys from Mercari. Their CS phone number is a fake. Whatever you press, you get to live support not available, contact us online. You will never talk to a human being, or get to contest a CS decision even when they are unreasonable.

Collage is SS of seller's description on top, and the label on item I received at bottom

Mercari allows sellers to cancel transactions weeks after waiting ion delivery with no negative reviews possible to the seller. They do nothing. This particular seller cancels half of their transactions yet have 5 star ratings.

They do not follow their 3 day policy and close out support tickets when the issue is not resolved. I've had nothing but issues with support, and am now being told I cannot be reimbursed, from someone refusing to communicate on a delivered package, because I provided stock photos. Which means they allow scammers. Half the time the pictures come out poor or they are not supported by the app. Good in theory but poorly orchestrated. I gave them opportunities to fix each issue as they arise and they just close out tickets.

Avoid Mercari. Had nothing but problems with my initial purchase. Customer service is lacking and gave repeat and repeat issue. Received product that was ordered and it was significantly damaged. Item was a WWII statue and arrived broken and in numerous pieces beyond repair. Took pictures with minutes of delivery and opening the box, Mercari denies damage and indicates I have no proof it arrived that way. Seriously? I order a lot thing just to break them…not. Stay away! Look at the reviews about Mercari. I did and still ordered. Now I'm paying for it!

I purchased a projector in which the seller deemed that is worked great. Received without the power cord. Seller claimed she would send it. Never arrived. Ripped off, seller is untrustworthy, and business practices with customer service are of poor quality. They do not care about the customer and will blow you off. Money wasted including shipping.

Worst customer service ever!

1- I get the boots late
2- there's an automatic review without my knowledge
3- the boots have NOTHING to do with the picture. Nothing!

I email them about it and all they do is give me a 10% coupon on my next order of 20$ + as if I will use this app ever again.

These sellers for whatever reason refuse to ship items people buy and then repeatedly lie about it. They do this with impunity because a buyer can't leave a review. There is absolutely no way to judge beforehand if a seller is a big fat liar. I've had numerous cases of non shipping sellers who refuse to cancel a sale.

This company is so dirty! We bought a toy for our child for Christmas, and it didn't work. When we opened it, we could see that the battery compartment and been meddled with. But since it was a gift, we didn't open it within the 72 hour window to make sure it was all functional. The sellers are dishonest and Mercari doesn't do anything to penalize the behavior. I will never be shopping here again. $50 out the window, and all they said is, "We understand that our Policy regarding completed transactions isn't what you expected but we appreciate your understanding.
I know this transaction didn't go as planned but I hope your next experience is one of the best."
What a bunch of garbage! There will be no "next experience."

I purchased shoes that turned out to be counterfeit. I did not become aware until 2 weeks later. They refused to take them back because they said they had a 15 day deadline for refunds That seller is using different accounts and selling the same type of counterfeit designer shoes over and over with the same pictures. Mercari usually lets them get by perhaps due to their 10 percent commission.

If I could give Mercari.com less than 1 star, I would give it negative 5 stars. They allow sellers to post inaccurate and incomplete descriptions and sell unusable items. Their review process is a joke. They have no secondary review if you ask to return an item, and their seller review is not reflective of your experience with the seller. I run a non-profit education and was ordering equipment for our camp to help teach youth STEM competencies. I spent $900 on an item that was unusable. When I asked to return the item for even a partial refund, they told me flat out no, that they require photo evidence...even though I provided photo evidence, screenshots, and complete descriptions of the item. They told me they don't change their mind once it is made up (see screenshot below). This is not a reputable business. I am not only not going back ever again, I will also be ensuring none of my community of young scientists falls for the same scam.

AVOID THEM! Mercari offers virtually no support for their customers. They're impossible to reach. I was sent an older iPad than the one advertised and when I asked for a return (the next day!), I had to wait several days for them to respond. They said it was too late. Meanwhile, they're allowing sellers to market fraudulent products on their site. They don't care, as long as they get their cut. There are so many other good sites to buy and sell products. Avoid Mercari if you value your sanity and your pocketbook.

IRobot has no idea what Customer Service is & they don't care!

The machine is great, but if you need help - you better call a friend! The manuals are written for people who already know how to use this machine and service. The machine isn't so hard after you figure out the terminology iRobot uses. IRobot is very skilled at avoiding it's customer's questions. Use a different company and/or service - iRobot will take your money, but they do not care if you are able to use the machine or service options. Their software is some of the most UN-User Friendly I have ever encountered.

Mercari's customer service policies are absolutely ridiculous and their claims to be a sustainable company are also highly questionable. I had a very bulky item arrive damaged because of the seller's fault. I offered to accept a small refund, even in store credit, in order to replace the part that was broken. I argued with customer service that the refund I was requesting was a lot less than Mercari would have to pay to refund me my original shipping costs + ship item back to seller. On top of that, I was returning a broken item to the seller, who would have to invest to repair the item, or throw it away.

My solution was perfect for all of us, but they provide "no partial refunds". BS policy, IMO. Never buying again from them, one of the reasons I buy second hand is to feel good about the planet, I don't want broken 45 Lbs items being shipped back and forth

There are great sellers on site and its crazy cause buyers are rude, expect your items to be in expensive bags when its second hand! Its really not a good place to do business. It is good however for a buyer if you find the right seller

Mercari does not offer the right protection to buyers.
First of all, there are too many counterfeit goods in Mercari.
After realizing that I bought a fake, I am in the middle of returning it.
However, Seller is acting in bad faith holding the delivery of the return at USPS.
Therefore, according to Mercari procedure the refund will be delayed.
Their procedure has clearly flaws and need to be improved to better protect Buyers who act in good faith but result being harmed.

Sold a perfectly working graphics card to this moron who tests the card on some. Junk pc and fries it. Then claims refund for not working. I had this unit gor personal use and worked great. Mercari simply refused to hear my case and proceeded a return of items. Really disappointed with my loss.

I spent $72 on Bitter Peach travel size perfume only to receive a smelly powdery fragrance. It was gross. Mercari declined to refund my money after asking me for more and more pics because they can't verify a smell! I know what the perfume is supposed to smell like. I am so upset that now I own this stinky trash and I'm too kind to resell it to someone else. Never buy a fragrance from Mercari.

They won't help you if product doesn't fit.
Here's the response when I asked to exchange a hat that is too large to wear:

Dianne (Mercari)

Jun 7,2022, 7:31 PM PDT

I understand your sentiments about this, however, please know that sizing or fit is something that we can't accept as a reason that's why we encourage all our users to ask as many questions as possible before purchasing to ensure the item is what they are looking for.

Being a peer-to-peer marketplace, these items are shipped from individuals and do not pass through our possession at any time.

We have already released the funds to the seller and are unable to process a return for you. Since I do not have enough information to overturn their decision, we are required to allow it to stand.

I am sorry that this transaction did not go the way you expected. I sincerely hope you do not have similar issues in the future.