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Mercari Reviews Summary
Mercari's reputation is marred by significant customer dissatisfaction, primarily due to issues with product descriptions, return policies, and inadequate customer support. Many users report receiving items that do not match their descriptions or arrive damaged, with little recourse for refunds. Complaints highlight a lack of effective communication from both sellers and the platform itself, leading to feelings of frustration and mistrust. While some customers appreciate the streamlined buying and selling process, the overwhelming sentiment indicates that unresolved issues and high fees overshadow any positive experiences, suggesting a need for improved customer service and clearer policies.
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I purchased what was billed as a 'reparable' iPhone 5s. After the device was paid for and shipped, I diagnosed the device and discovered that the phone was water damaged and its components corroded beyond repair. The phone was, in fact, junk, non-reparable.
Stay far, far away from theeis sham of a business! I purchased an item on January 26 and got notice of it shipping February 1. When there was no tracking available (usps said label was created but no product) I messaged the idiot that I bought from. Next day I received an email stating seller cancelled order because of problem with paypal payments. Wtf? 11 days, order confirmed and shipped on my page, no communication with idiot seller and then an email saying its cancelled. When I attempted to contact mercari... hahahahahahahaha... on hold for 10 minutes only to be told too many calls on hold and goodbye. Wow... both this seller and this business are horrible and I suggest to make your purchases aanywhere but here.
I purchased a modem and it was never shipped even though Mercari said it was. After both myself and Mercari contacted the seller LeggoDaEggo there was no response from the seller and Mercari insisted my order was shipped and I received it. I live in Connecticut and they claimed I received it in Illinois so they paid the seller and told me my order was completed. After several emails and phone conversations with different team members I was given a supposedly credit on my account and a coupon for 25% off my next purchase. That never showed on my account. After many emails and phone calls I was able to get my money back but I will never use this company again. I also would stay clear of a seller known as LeggoDaEggo.
This company did absolutely NOTHING to resolve the issue I had with a buyer... I had a rating on my account that was unfair and probably spam, and they refused to take it off - decreasing my overall rating. Their rating system is really effed up!
I would NOT recommend selling full time with Mercari... they just aren't fair towards sellers. Poshmark is much better in this area...
Deactivating all my listings tonight.
I have purchased around 100 items on Mercari and only had a few things needing returned. Mercari was great at helping with the returns and refunded my money immediately!
I recently contacted a seller about an item I was interested in. We agreed on a price and they made me a personal listing, so I could purchase it. However, they raised the price on the one they made for me (by around 3 USD). I politely said that it was too much and could only do what we agreed on. The transaction was just completed today. I gave a good evaluation because overall there were no issues. The seller, however, gave a bad one with no explanation as to why. They then proceeded to delete the conversation on the listing and when I asked why they would give such an evaluation they ignored me. I contacted Mercari, but was told they would side with the seller. Why? Because the seller is ignoring me, gave no reason for the bad evaluation on the good transaction, and deleted all the messages that show I'm telling the truth.
I've been using my account for 2 years with no issues, but just recently I started getting messages saying my info was wrong and the money I've made could not be transferred to my account. I tried contacting Mercari, but they said they only work with US accounts and to send an email to the Japanese office. When I asked what the Japanese email was (because I couldn't find it) they provided me with one. However, the email they provided me with doesn't exist. I voiced my complaint and was told I would be banned for doing so. Banned for getting upset that I was being led to believe I would finally have someone to help me. Wouldn't you get upset if a company gave you a fake email to contact their staff at? I'm not the only one right?
Also, they obviously don't read what you send them. My first email stated my account was Japanese and it wasn't until their third reply that they basically said ''Oh. We don't deal with those accounts" I also got a message on the app today saying the money I've been trying to transfer will be taken away from me in March if I don't transfer it this month. This was the first time I have ever gotten such a message. I need that money for personal reasons. It being taken away will mean I sold my stuff for nothing.
It used to be good, but now it's just one big scam. Don't use this app to sell things because you might get ripped off too. Also, be careful because they might try to ban you if you get upset with their shady practices. They finally said to just try contacting Japanese staff on Facebook. However, the Japanese Facebook hasn't been updated in almost a year and the Japanese Twitter has messaging disabled, so that isn't an option.
(small update)Heard from the Japanese Facebook (kind of surprised they answered). They said they don't deal with inquiries and to just look at the Q&A on the app for answers to any questions or problems. Told them that I had tried everything already. The Q&A, US staff, and so on. (The Q&A was literally the first thing I went to.) But like the US staff, they don't care. They don't care about what issues you may have. They don't want to help whatsoever.
I do not recommend this app to anybody. I'm pretty much screwed at this point. And Mercari, if you read this, don't go giving me that ''apology'' you give others on here. And don't bother suggesting I contact contact@mercari.com. The people who run that email are the reason why I'm voicing my disgust on this site in the first place. If you actually care about your buyers and sellers then do something helpful.
I bought from them 2x Panasonic Lumix camera, in october 2018 and jan. 2019-Delivery was without problems-free shipping, and item without defect. Also phone call service to them was answered with courtesy and desire to help. I strongly recommend them to all who hesitate to deal with them
This was my first purchase at the site. It'll be my last, I suppose.
I ordered an item back in December 24. The mail carrier said it was "delivered" on Dec 29, but I didn't get the package at all. I asked people in my household & all my neighbors. No one saw anything delivered around the specified time. It's a gift of stuffed animals. None of my neighbors had young kids, so who would need to steal a bag of toys?
Then I called the local post office, visited the post office again in-person, reported missing mails. Nothing helps.
Before my 3-day rating expiration time, I contacted the seller. She responded to my messages before the rating time, but after that, she didn't answer anything anymore (well, 'cause she's technically off the hook now?).
I also contacted Mercari via the online message & email (Yes, I was desperate at that moment after exhausting all sources of help that I knew of). I got a store credit, but with a message saying that my house address maybe the problem because it isn't correct?! I used the same address with Amazon, Ebay & about 4 more online stores, and I didn't get trouble with the delivery! Which part of my address is not correct, if 6 stores can run through it & deliver correctly? I grew "OCD" enough to read through how I type my address on the profile. It's exactly the same with the previous 6 times that I did with the other stores?!
Luckily that my purchase isn't that expensive, and I did get a credit back from Mercari. However, It's not about the monetary loss here. It's consumer's trust that Mercari lost. I'm not even sure if I dare to use the credit to purchase anything next from the site. I have a "hanging" feeling that if I use it on another purchase, I won't get my item again.
As a buyer and seller on Mercari I have to say that it isn't very seller friendly. One customer tried to cancel the order even after I had shipped and added the tracking info. Mercari sends me and email requesting to cancel in which I hit the "already shipped" button which should keep the order open. The buyer then tried to do it again a few days later and I again hit the "already shipped" button. Well a few days later my order gets cancelled. I am out of my product and shipping cost and the buyer gets a free item. Also there is no way of contacting the buyer once an order is cancelled.
Also as a seller I shouldn't have to wait to receive the money from my order until after the package is delivered and the customer writes the review. On ebay if I sell something I get the money right away and if there is a problem the money can be refunded.
In the case you need to talk to customer service you can forget about it. It's almost impossible to actually get to the page where you can send them a question, it tries to answer everything with faqs which are basically useless when you have an issue.
I sold over 100 items on this site with 5 star feedbacks. One buyer decides he wants a freebie claims I sent him a counterfeit Apple Watch band. I can easily show proof of what I sent. After 1 complaint mecari suspended my account and let this guy have a free Apple Watch band. The buyer was * Stay away from this site. It promotes scams and throws people under the bus. Customer service is crap. Their bbb grade is a F. Stay away!
*Personal information redacted by admin
(1) The seller did not ship my item for almost a month! I received no communication from Mercari during that time. I ordered on December 4th and received after Christmas on December 28th! (2) I had to find the seller on Facebook to get her to ship the item. She's a teenager who said she didn't ship because her printer was out of ink. She only shipped it when I told her to take a pen and write my address on the box! (3) The rating system sucks. I thought I was giving an initial rating of the condition of the item. Instead, it now says that I had a "good" experience with the seller and it was NOT GOOD! (4) I tried to cancel, but Mercari support did not do it in time and she shipped the item anyway. (5) Correspondence with Mercari support was poor. (6) The website redirected too many times for my browser to let me log in or check status. I finally was able to do it by opening another browser. (7) I will never use this site again and will encourage others to avoid it. (8) I want to change my rating for the seller and give some comments, but it will not allow me to do that!
Once Mercari sides with the Seller, which they will, there is no option for you to review the Seller. Mercari took it upon themselves to assign a neutral review to both Buyer(me) and Seller. I guess this is to protect Deals4less from getting a bad review. I couldn't care less how they might review me since I will never be using either the Seller or Mercari again. Mercari obviously has no problem with the rudeness of the Seller either. Also, Mercari has no place on their site where you can actually review them! Most businesses that are proud of what they do would be confident enough to provide that option. Anyway, I'm sure both parties are very happy to have my hard earned money in their account regardless of everything.
I purchased a purse which in my opinion did not match the Mercari picture in terms of color. Mercari denied the return request - it is up to their interpretation, not your experience. They referred me to the seller to see if they would work with me. After politely asking for consideration of a return or even an exchange Seller was rude and actually berated me. Seriously? All I can say is be 100% sure of your purchase cause you own it.
To be fair, I want to write an update to say that Mercari finally responded to my lost package by giving me a store credit for the purchase, including ship fee, which I must use within 30 days. They included a $5 promotional coupon. Mercari is my last place to shop regardless after EBay, Poshmark or Swap. So not sure if I will be using the credit within 30 days. I still haven't heard back from the postal service or the postman regarding my item. Maybe it will show up after the holidays.
I don't often buy from Mercari. The few times I've purchased from them, I've had no problems except recently, an item was marked as shipped and USPS tracking said it was delivered but I never received the item. I contacted my local post office and reached out to Mercari for help. On the Mercari's help center, it said they will help with lost packages. I have yet to hear back from Mercari, not even an acknowledgement email. The post office is bombarded with packages during the holiday season, so my purchase may eventually show up. Fortunately, the item was less than $10 so not a great loss. I'm hesitant to continue to shop on Mercari due to their lack of support. Ebay, Poshmark, and Amazon are much better. I purchase all my clothing items online because I hate to shop at the mall; this is the first time an item has been lost. I'm disappointed with Mercari's lack of response and customer support.
Bought one item to try this platform.
It arrived broken and clearly missing a piece.
Request to return was denied, with some claptrap about after careful investigation, blah, blah, blah, which was obvious BS, as the photos I sent showed this clearly.
Horrible! Horrible! Horrible! Unscrupulous business.
Stay away from this platform.
It's so easy to list and keep track of sales! Buying is so simple and hassle free. Great variety of items at great prices
Love mercari for both buying and selling. No issues for me at all. I find great deals on things I need and have sold tons of stuff too
Love Mercari!
I joined Mercari in January of 2018, so I've been using this platform for almost a year now. I have really enjoyed buying and selling both on here! The app is very user friendly. I have been able to find a variety of items when buying (sometimes things I wasn't even looking for haha) and have sold things that I impulse bought and couldn't return! I HAVE made money on this site and I have been able to withdraw this money to my actual bank account! If you are on the fence about it, please give it a try!
I have been on Mercari since mid July of this year (2018) I have had many sales and am very satisfied with the customer service from Mercari. I have done very well selling lots of different items. I have made several purchases as well, and am very satisfied from my experiences from purchasing on Mercari as well. I know a lot of people criticize Mercari for various reasons, but overall, I find it better than ebay since the fees are so reasonable, and I can sell my stuff that I don't need anymore much easier than other websites or apps. I LOVE MERCARI, and hopefully I can continue to use this site for selling and buying. THANKS MERCARI!
A great selling platform. While there are some minor flaws, they have been constantly working to make improvements. I really appreciate the low selling fees and easy to use interface! Customer service wasn't the greatest in the past, but recently, they have resolved every issue I have had in a timely fashion!
I also enjoy occasionally shopping on the app, I find the search features work well to show what I'm looking for.
Wonderful easy site to buy on and sell.
I'm primarily a seller with almost 400 ratings. Never had 1 bad transaction and all my transactions were great.
From the business
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We appreciate the updated review and your honest feedback. It's never a good experience to have a package lost by your carrier, but please don't hesitate to reach out to our Support Team again if we can help resolve any issues or provide additional assistance.
Thank you for your continued support and have a happy New Year!
Best Regards,
Team Mercari