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    Mercari

Mercari

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Overview

Mercari has a rating of 1.2 stars from 2,364 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 709th among Marketplace sites.

  • Service
    874
  • Value
    781
  • Shipping
    776
  • Returns
    768
  • Quality
    737

This company does not typically respond to reviews

Positive reviews (last 12 months): 1.6%
Positive
2
Neutral
0
Negative
124
View ratings trends
1238
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How would you rate Mercari?
Top Positive Review

“Good place to buy and sell.”

Tim P.
11/1/17

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.

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Top Critical Review

“Seller fraud”

Leslie D.
10/7/24

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.

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Reviews (2,364)

Rating

Timeframe

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Reviews that mention popular keywords

credit card (106) post office (50) phone number (71) return request (32) customer service (669)
Thumbnail of user nennab
California
1 review
6 helpful votes
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August 27th, 2017

I have account and sell few and purchased few from seller to this stupid Mercari. They will take 10percent from you. It sucks they deleted my authentic merchandise, because it's not authentic well it was they makes money from seller whose items are none authentic but the real authentic is being deleted $#*! these app and the team, I would not want to use and give them a profit and taking money from me screwed up site...

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Hi Nenna,

We have strict policies to ensure the authenticity of luxury goods, as we do not allow any fakes or counterfeit items. You can read about our rules and regulations here: https://www.mercari.com/help_center/

Mercari’s selling fees are simple. Our selling fee is just 10% of the listing price. The selling fee is automatically deducted from the proceeds of the sale and is only charged once the sale has been successfully completed. You can rest assured that listing items on Mercari will continue to be free, and buyers will only pay the listing price and any applicable shipping fees.

Thumbnail of user miked1614
North Carolina
1 review
0 helpful votes
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March 3rd, 2022

Very glitch and system horrible
Missed out on a nice watch because it
Did. Not. Have a add to cart option for some reason. So someone else bought it.
Think ebay might Evan be beter
Poshmark and etsy alot beter

Thumbnail of user mikelleg1
Ohio
1 review
5 helpful votes
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June 29th, 2020

Mercari is great UNTIL something goes wrong. I mostly sell rather than buy. I use USPS when shipping. My items were lost in transit and Mercari cancelled the transaction without notice. I filed multiple claims to USPS & Mercari. Mercari customer support is awful. There is no protection for sellers, just buyers. I lost money from the items lost in transit and from the shipping costs.

Thumbnail of user terrin89
New Jersey
1 review
0 helpful votes
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August 23rd, 2021
Verified purchase

I recently purchased an item from "Swanlakenyc" on mercari. After 3 days(and receiving an email from Mercari telling me they reminded the seller to ship) I contacted the seller about shipping my item. Next, I received a cancel notice on my order. I contacted the seller again and explained that I did not ask for a cancel…. She said it was her discretion to cancel. I told her it would be my discretion to file a complaint, she then responded "I don't care" and blocked me. I'm assuming she did not have the item or sold it on another site. I have filed a complaint with Mercari…we'll see what they do.

Tip for consumers:
It seems the sellers can cancel your order at anytime then block you. Mercari will not let you rate the seller, if you haven’t purchased from them.

Products used:
Cosmetics

Service
Value
Shipping
Returns
Quality
Thumbnail of user matt.lewellen75
New Jersey
1 review
0 helpful votes
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June 7th, 2023

I figured I would try them out and the very first time I get burnt! Never again! Stick with Amazon people or order directly from the manufacture or department store. I ordered a pair of men's loafer shoes, size 13 for $30. I received them but they were made in China and Chinese size 13 which is equivalent to a size 9 US. So therefore the shoes didn't fit. I contacted the seller and they refused to refund and also contacted Mercari and they also refused to refund. So lesson learned. DO NOT USE MERCARI.

Products used:
Shoes

Service
Shipping
Returns
Quality
Thumbnail of user chrisd731
Texas
1 review
0 helpful votes
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December 10th, 2019

I have been selling on Mercari for about 7 months now and have done well with selling items I no longer want or need. Couple of times I felt the customer service and the way they handle issuses I didnt feel like my concerns were valid and not answered. It has been about 3 weeks now and still dealing with them and think my items are now lost or stolen. The many different reps all telling different things like wrong shipping labels being created, they need to be more organized! There escalated shipping team must be blind. Feel free to contact me if you would like me to elaborate. I love being able to have another place to sell my stuff but my confidence in them is none.

Thumbnail of user sylviap17
Connecticut
1 review
2 helpful votes
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January 31st, 2017

This app is a scam they delete you for no reason and respond with automated customer service no number to call no email. They take your money can't contact them and they take ur money do not use this app it will only cause you headaches. Everyone should report them to BBB and have them taken down. They don't give you a chance to explain and figure out what happen just delete you like that. My question is who is responsible for this app?

Thumbnail of user cjv20
California
1 review
0 helpful votes
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July 10th, 2023

I had an amp I sent out to a buyer for sale the guy opened the back voided warranty mecari said I was at a loss and that there wasn't enough proof the item had been opened. Dude talked about just sending the same amp off to be fixed. Isn't that a coincidence huh? Mecari doesn't investigate they side with whatever makes them money. They treat people very poorly and use there keyboard power to screw people over. I personally won't be buying or selling off this site again I'm out over 250 buck. Thanks mecari for nothing.

Service
Value
Shipping
Returns
Quality
Thumbnail of user babari1
Japan
1 review
1 helpful vote
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February 15th, 2022

As a seller I had a bad experience recently selling a wireless phone. I was unable to respond within 24Hrs. Of notice from secretariat about whether cancel or not cancel the deal. So, the arbitrator Mercari canceled and I am faced with the lost of my product which remains in the custody of the buyer without receiving any payment for this product. When asked they reply that this deal is closed, but if one party is at loss then how this is a closed deal. This is arbitration>? If so then it really sucks!

Tip for consumers:
If you are using Mercari remember the warning of any sort is not attached in the message. The message will refer some article to read in FAQ, which is equivalent to AI chatbox. There are other sites to use which will give much better response to troubles in online dealing.

Products used:
N/A

Service
Value
Shipping
Returns
Quality
Thumbnail of user charmaineh31
Wisconsin
3 reviews
1 helpful vote
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February 15th, 2022

I had purchased a couple items on Mercari just fine. But I sold something for $100 and they have been holding my money every since. They will not "release" your money for transfer to your bank until you verify yourself. Three separate times I have "verified" through their instructions on the app and still NOTHING! Cannot speak to an actual person, only through email contact. I have gotten two replies to like 5 emails now and the last one said my selfie did not go through. Did it again and waiting again for a reply. I have a headshot right on my account page that matches my driver's license. This is ridiculous. They are holding MY money ransom for no good reason and I am very frustrated. Will NEVER sell with them again. Look them up on BBB, they have over 3,000 complaints! Should have looked at that before I sold anything. Crazy! Once they "limit" your account, you cannot do anything on Mercari. I have sent them lots of emails and only two times have they emailed me back.

Tip for consumers:
Don't expect to get any help from customer service.

Service
Thumbnail of user hoangn41
Washington
1 review
0 helpful votes
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July 26th, 2022
Verified purchase

She sold me a roomba j7* for $350 that advertised as in good condition. It arrived dead as door knob and she refuses to take it back. She is a very dishonest seller. I hope this review help others from being scammed by her

Products used:
Consumer electronics, roomba, floor cleaner,

Service
Value
Shipping
Returns
Quality
Thumbnail of user karlaf117
Colorado
1 review
0 helpful votes
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May 19th, 2022
Verified purchase

My first two purchases on Mercari were karat gold charm bracelets. The first one was advertised as solid gold with no clasp. After I received it I took it to my jeweler to have a clasp added. He told me that the bracelet and all except one of the charms were gold filled. I returned it for a refund. The second one was lost in the mail, I waited three weeks and a tracking number never showed up. These are the first and last purchases I will make on Mercari.

Thumbnail of user theresad293
Oregon
1 review
0 helpful votes
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February 2nd, 2021

They sent two payouts to the incorrect bank account. I asked for help and get the same BS canned messages over and over again. I begged them to verify my account information and they just ignore my request. Then I get an email from them stating that my issue has been resolved; which it has not. I filed a complaint with the BBB and they actually gave them the same canned messages I got. I think they wear you down and hope you'll give up.

Tip for consumers:
That they stonewall people and rob them. They are stealing.

Products used:
I am a selling trying to get my money.

Service
Value
Shipping
Quality
Thumbnail of user rumin
Minnesota
1 review
37 helpful votes
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October 2nd, 2020

Do not buy online through Mercari. I purchased a Dyson hair styling system that was listed as new under manufacturer warranty. It arrived; I registered it with Dyson. Three days later Dyson tells me it is COUNTERFEIT. Mercari tells me they won't refund because I had three days to return it - mind you two of those days were weekend. The seller is still peddling fakes. Then they suspended my account because my credit card company is going after them. #mercari #mercarisucks #mercarifraud #buyerbeware

Thumbnail of user miaishag
Florida
1 review
6 helpful votes
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March 22nd, 2018

They stole 35 dollars from me. How do I get my money back? I have not received any status up on the highchair that I ordered from Glitter&Grunge. She blocked me so that I could not ask any questions about the Item. Don't@#^& from this website

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear you've had an issue with your transaction. Please email us at contact@mercari.com so we can take a closer look at your issue. We look forward to hearing from you. -DE

Thumbnail of user elvirag4
Texas
1 review
6 helpful votes
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November 15th, 2017

Please do not put your items for sale, do not project sellers only to buyers and hold your money for a long time. They are not reliable if the buyer decides to return the item mercari only reimburses them the money that takes away from you and never returns your package in a few words the buyer keeps your merchandise without paying it and mercari does not investigate and does not bother to have your package returned to you they are a scam

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear of your return issues! When a return is approved by Mercari, we provide the buyer with a return label. If the buyer fails to return the item, we'll make sure to release the funds to the seller. If you have questions regarding the handling of your return, please reach out to us at contact@mercari.com.^DE

Thumbnail of user manchery
Minnesota
2 reviews
1 helpful vote
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July 27th, 2023

I bought an AWAY aluminum suitcase on Mercari that was advertised a new. It arrived badly damaged in 3 places and I asked the seller and Mercari for a return. I sent them 32 photos of the luggage, the box it came in and the inside of the box - inspite of that I was asked for even more photos and even the seller accepted the return. Mercari refused to accept the return and I had to raise a dispute with my credit card company.
Do not deal with this company - they are a fraud and cannot be trusted

Products used:
None

Service
Shipping
Returns
Quality
Thumbnail of user lindaj1660
North Carolina
1 review
0 helpful votes
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May 20th, 2022
Verified purchase

I purchased an item from Mercari, it was broke. I purchase the broken part for $23.00 they refuse to reimburse me ask me to send the item back to the seller. The item was better than the seller described. So they do not honor there shipping policy, they rather hurt the seller. I will never purchase off of Mercari again! I purchased a sewing serger and the thread guide was broke. I emailed pictures and my receipt for a new item

Thumbnail of user ad142
California
1 review
7 helpful votes
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December 23rd, 2018
• Updated review

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.

Don't plan on returning anything
December 22nd, 2018
• Previous review

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.

Thumbnail of user melissad89
West Virginia
6 reviews
4 helpful votes
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June 11th, 2018

Looking for a place to sell your stuff like eBay? You Definelty need to try Mercari. I love this site and have been selling on it for about 3 years now.Its. Its a much simpler platform, list items in seconds and thats it. Customer service has improved a good deal from where it started. Thr only downside is It used to have no fees when you sold something so you kept all your money, theyve changed that to 10% (which is still on par with eBay so not a biggie).
I love selling on Mercari

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're so happy to hear you're loving our marketplace! Thanks so much for all the support, so glad you've had nothing but great experiences with us. We're lucky to have you as part of the Mercari community!^MM

Thumbnail of user jeffreyg853
California
1 review
4 helpful votes
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February 8th, 2023
Verified purchase

They immediately took the buyers word that the item wasn't as described. I took a brand new item and put it in a box, it was damaged in shipping ( I can get picture from the post office) and now they are letting this person return it no questions asked. I'll be out 164$ and stuck with something damaged and worthless. I just wanted my item covered, and they wouldn't even do that!

Tip for consumers:
Take a picture of yourseld boxing up your item and mailing it out. If you don't, you are out the cost of the item initially and get stuck with something useless and a we are sorry letter from Mercari.

Products used:
Selling a Nintendo switch game brand new

Service
Shipping
Returns
Quality
Thumbnail of user rodneyw45
Maryland
1 review
3 helpful votes
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October 30th, 2018

I was selling on mercari legit items and then for some reason they shut me down claiming I sold counterfeit items. I had know option to prove my innocence so the said my account was suspended then afterwards I was given 3 months to receive my funds from the sold items after 3 months all record of my messages and conversations was deleted my 400 bucks was stolen and I had know way of proving it so tale a screen shot of all your conversations with mercari they deleted my conversations only related to my money they owe me.

Thumbnail of user hollyp163
California
1 review
0 helpful votes
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February 16th, 2021

Mercari recently raised their fees and lower their standards! Customer Service is basically non-existent. I had a seller BishopStore that sold me 2 items with the old bait and switch tactic and both the seller and Mercari will not take action! I failed to look at the reviews of this seller but found that they send out products to buyers all the time that are completely different than what they ordered! Plus most of them are cheap items that don't even work. This is fraud! Mercari has collected their fees, the seller scammed another buyer so I'm stuck filing a claim with PayPal.

Tip for consumers:
Stay away from this site and this seller

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user cherieo16
Tennessee
1 review
0 helpful votes
  • Send Message
December 5th, 2023
Verified purchase

I ordered a jacket that was advertised as a women's small when I got it it was a children's small the sleeves came all the way up to my elbows I sent pictures and there it was right on the listing women's small and they denied my return the main problem is when they denied my return. I just asked why and they wouldn't give me an explanation. They just cut me off. I messaged them two times after that and I messaged the seller and they said it with the seller and said there wasn't a category for that. It's clear I was mislead and they still wouldn't let me send the jacket back. I've had issues with them before but I thought I would try again and I get the same treatment. I don't think I want to deal with Mercari anymore. You can't reach them through anything but messaging so if they don't wanna deal with you, they just complete the sale and you're stuck.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kellig148
Pennsylvania
4 reviews
1 helpful vote
  • Send Message
October 10th, 2023

I ordered a Waterpik Sonic-Fusion Electric Flossing toothbrush from a seller on Mercari. The equipment did not work. The seller was unresponsive and Mercari Customer Service was less than helpful. They didn't help troubleshoot the problem or offer to replace the merchandise. It's a sham. Wasted money. Avoid at all costs!

Tip for consumers:
Mercari does not seem to be conducting any QA on the merchandise they are allowing their sellers to sell. Not only did the merchandise I ordered and paid for didn't work, but Mercari didn't offer any troubleshooting assistance or offer to replace the merchandise that was not working at all. I'm now $122.00 in the hole with no resolution. It's like they are a bank that offers no value to customers. Please avoid this company (Mercari) at all costs.

Products used:
Waterpik Sonic-Fusion 2.0 Professional Electric Flossing Toothbrush (new)

Service
Value
Shipping
Returns
Quality

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This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.

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Thumbnail of user jordanb96
Mercari R.
Typically does not respond to reviews

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