• Mercari

Mercari

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Overview

Mercari has a rating of 1.2 stars from 2,362 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 757th among Marketplace sites.

  • Service
    873
  • Value
    780
  • Shipping
    775
  • Returns
    767
  • Quality
    735

This company does not typically respond to reviews

Positive reviews (last 12 months): 2.2%
Positive
3
Neutral
0
Negative
135
1237
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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.

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.

Reviews (2,362)

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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 meganr282
1 review
1 helpful vote
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January 12th, 2021

I am so beyond ticked off at this website. I will probably freak out on at least one review sure a day until they acknowledge me. I purchased two Apple watched for my title boys for Christmas. Since they were gift it didn't fall Under the 3 day rule for returns. Well come to find out after they were given as gifts I had to take them back from them because they were stolen! I could get in trouble for that. Mercari will not reimburse me my money or attempt to make things right. It's bull$#*!. As far as I am concerned they are worse than the thief! They owe my kids two Apple watched with chargers plus a bonus gift for getting screwed out of their gifts this year! The world is hard enough right now. Mercari you should be ashamed

Thumbnail of user jp1233
1 review
20 helpful votes
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March 20th, 2022

First time using this site (since Google relentlessly pushes it for some reason). Bought faucet based on stock photos in listing. But, received totally different finish/color. Opened a return and had to submit a min of 6 photos. Mercari asked for more photos, so sent couple more. They denied the return. Apparently the rep doesn't understand same model, different finish. Will be contacting my bank. Worst experience for a new customer ever! Never using this garbage site again!

Tip for consumers:
Don't expect refunds

Service
Value
Shipping
Returns
Quality
Thumbnail of user katel242
1 review
4 helpful votes
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December 1st, 2020

I shop a lot online, including auction sites. This website is the absolute worst. It is extremely difficult to access customer service, but if you do correspond with an actual human, it is a waste of time. I have had three bad experiences to date, so the site has now been struck from my list of shopping sites. Last week I bought a large dog bed for a big dog. I was sent a tiny dog bed suitable for a toy breed. I sent numerous photos (10+) including a tag that showed the size of the bed—which was in direct opposition to the listing info— but was told that I did not provide enough documentation to return the item. Don't waste your time, money, or sanity with this unprofessional website!

Thumbnail of user thomasd1842
1 review
0 helpful votes
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May 1st, 2022

They are forcing sellers to use fast pay which charges $2 per transaction. When you don't mind waiting 5 days to get paid then they come up with a gate to block you from requesting your money without the $2 fee. This has to be illegal and there's no oversight committee to complain about this. I've sold 500 items with 500 five star reviews and they treat the lifeblood of their organization like this. They are in Japan so you can't get in touch with them either. No phone number whatsoever, no address, no Google reviews. It's like Japanese Cowboys raping America $2 at a time. They need a class action lawsuit to be filed against them. Any lawyers interested, I'll testify.

Tip for consumers:
Don't use the $2 fee option if your going to use mercari. They are getting greedy and rich off your $2 every time.

Products used:
Selling and paying for the privilege.

Thumbnail of user mk636
1 review
6 helpful votes
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August 15th, 2023

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!

Service
Value
Shipping
Returns
Quality
Thumbnail of user tp684
1 review
1 helpful vote
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December 29th, 2021

Mercari's customer service is horrific, there's no customer service phone number and no way to chat with anyone online. You have to email them in hopes they will get back to you, but even then you'll probably have to reach out at least 3 times. They also banned my account indefinitely for "excessive use of keywords" when I consistently described my items accurately and just wrote detailed item descriptions. Don't forget when that happens, they SCAM YOU out of all of your funds and keep the money you have on hold! I had over 750 transactions and 742 of them were 5 stars with so many repeat buyers. Stick with eBay, customer service is way better and they won't ban you for dumb things and steal your money.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kathrynf283
1 review
1 helpful vote
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April 20th, 2022
Verified purchase

Bought a Atari handheld game system, found after 4 days, unit is defective, Mercari also left AUTO positive feedback (always after 3 days of delivery) and, paid seller and I have no recourse to either send unit back at sellers expense nor mine and no refund offered now thier polices SUCK.

Seller ghosted after saying they will take care of me, now they don't have too. As if a seller sells a defective unit and you don't know past 3 days. You are screwed. Completely & Utterly.

Worst buyer platform I had used in 21 yrs. Period, disgusted and sick to my stomach, and trying to roll a charge back to get my hard earned money back, is almost impossible, due to thier seller friendly, fee hungry, non buyer friendly platform, will never buy again from that crap site.

Tip for consumers:
Run!! Do not buy from, as this is not a buyer friendly site. You will not be protected against defect or anything. You will lose your hard earned money and have no recourse.

Products used:
Game system

Thumbnail of user sunus
1 review
22 helpful votes
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November 4th, 2020

No Buyer protection on Mercari. Got a designer bag that doesn't stay closed and not new like stated by the seller. Started a return and because of their high volume didn't take time to read through denied my return and I am stuck with a useless bag. Gives me 5 % discount huh?

Thumbnail of user deek151
1 review
7 helpful votes
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July 25th, 2022
Verified purchase

Mercari is a reselling website for pre owned or new items. Based in Palo Alto, California (so, subject to California consumer protection laws). Mercari's return policies seem designed to make you exasperated and frustrated. I messaged the seller asking about return and the seller said sure, send it back no problem. But mercari customer support still wants me to jump through return policy hoops. So I did, (at a health risk to me) but there still no action from them. Be aware of website's disregard for what you or the seller want. Total insanity. My advice: stay away.

Tip for consumers:
STAY AWAY.

Products used:
attempted return of a tote bag

Service
Value
Shipping
Returns
Quality
Thumbnail of user nikkis111
1 review
3 helpful votes
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December 19th, 2018

Love the app. A marketplace I can sell my Pagan/Metaphysical artwork on. I've been on Mercari since August 2016, I have had no problems so far, and only all great experiences. Over 30 gre at ratings. Facebook search for Mercari support groups to get a better understanding how the app works.

Thumbnail of user emilyh769
2 reviews
31 helpful votes
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December 26th, 2021

Mercari is terrible. They require you to write a review within three days of receiving your package, even if you're out of town. I ordered boots that came with a huge rip along the side. Obviously, this was not shown when I ordered them. They refused to issue a refund or help in any way whatsoever. They sell damaged goods and do nothing to help their customers. Terrible customer service. Terrible policies.

Tip for consumers:
DO NOT USE THIS SITE!

Products used:
Boots

Service
Value
Shipping
Returns
Quality
Thumbnail of user ricardol118
2 reviews
3 helpful votes
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March 15th, 2021
Verified purchase

I sold a monitor and was encouraged to use their shipping label being assured that insurance will cover the cost of my item if something goes wrong. I even had it packed at the UPS drop off by the staff there.

It's a total scam and there for marketing purposes. You won't get help and they will be less than truthful describing how you packed the item and then sy you should of done this or that. There's basically nothing you can do that's right. You could have all the packing in the world wrapped around your item and they will say it's still not enough.

They will also downplay the steps you took to secure the item for shipment.

Just don't do it. I'm in the middle of reporting them to the State Attorney General's Office. I suggest anyone else being screwed over by this company do the same.

Tip for consumers:
Do not use their shipping labels if you want to be safe in the face of a claim should your item get damaged. They will not pay you with the promised insurance and will say and do anything to make sure it stays that way.

Products used:
I sold a monitor using their site.

Service
Value
Shipping
Returns
Quality
Thumbnail of user chesy
1 review
1 helpful vote
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June 20th, 2021

I wandered over from eBay as a buyer and I really like Mercari. I've had only one issue, which the seller did not ship, but I was refunded promptly.

I notice a lot of the complaints here are either from a single bad experience, sometimes directed at a specific seller. Often it appears that buyers do not realize what sellers have to do, or that they're humans as well and make mistakes (and buyers very often scam sellers, so sellers can get jaded fast).

Items ship with tracking, if tracking shows the item is delivered you've got 3 days to give the seller feedback or tell them something went wrong. If after 3 days you don't do anything, then it automatically gives your feedback and once the seller leaves you feedback as well, then they get paid.

It's a system that encourages honesty and politeness (although I can see that doesn't extend to some, whether they've had a bad day or who knows what.) All in all, I've been using the site and like it.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jasons696
4 reviews
5 helpful votes
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March 18th, 2022
Verified purchase

I've used Mercari quite a bit. Better than ebay in my opinion. Less hassle unless you are a buyer. The rules are too loose. You can literally mark shipped immediately after a sale. Then you have 7 days for them to show tracking on top of a few days with the post office. Then after showing in transit you have the original delays with shipping now on top of what was slow already. You might get your item in a month just to find out all your items are broken and then the slow process of convincing you need a refund through USPS. Been doing this a long time, over 800 happy customers on this site alone... buyers need to be treated better. Shipping for me doesn't take more than 48 hours and I run an entire Auction House service shipping hundreds of items every week. These sellers play the lazy game, package poorly and I'm don't buying. Great site to sell... and that's good business. Buyers, tough luck with getting your items, MAYBE.

Thumbnail of user austins272
1 review
4 helpful votes
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May 18th, 2020

Mercari is the number 1 selling app they have helped me make over 2 thousand dollars in 2 weeks selling all of my old junk and collectibles i never used anymore sitting in my closet. Why not let it sit on mercari to get SOLD instead?

Thumbnail of user kimberlym2083
1 review
0 helpful votes
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March 1st, 2022
Verified purchase

I purchased a video game console from a seller on Mercari and I received an empty box. Don't to business with Mercari the seller's are scam artists. Can't add a photo of invoice because this site wont let me download it.

Tip for consumers:
DON'T BUY FROM THIS SITE

Products used:
none received an empty box

Service
Value
Shipping
Returns
Quality
Thumbnail of user cherylc270
1 review
5 helpful votes
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December 19th, 2018

Mercari has helped me increase my customer base as an online seller. I have had positive experiences on the platform as a seller and buyer with no issues. The buyer needs to educate themselves with the tracking and rating program which is easily explained on Mercari's help pages. Hopefully this company will rival eBay in years to come by continually improving.

Thumbnail of user jot186
1 review
2 helpful votes
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January 9th, 2023
Verified purchase

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

Service
Returns
Thumbnail of user tonyaj188
1 review
8 helpful votes
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August 11th, 2022

I joined Mercari a week ago and placed two orders. The company then closed my account and cancelled my orders without explaining why. When I contacted them via email I got a generic and somewhat rude reply. I definitely do NOT recommend this company to anyone as you will never get in touch with a real person, the phone number leads nowhere and you end up more and more frustrated! Or like me very confused at what went wrong!

Tip for consumers:
Don’t use this site as you will never reach anyone but rude reply’s on email. If they even reply.

Products used:
None, they cancelled my order before it was placed.

Thumbnail of user lindseem
1 review
52 helpful votes
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June 8th, 2020

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.

Thumbnail of user rachelc1492
1 review
0 helpful votes
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December 17th, 2023

Very unprofessional business practices going on here! 1st last time I will purchase from mecari or anyone having to do with them. I purchased a 17.3" Dell laptop. Ad stated it was in NEW, like NEW condition. I received a 15.6" Dell laptop in an obviously water stained box that was shredded up on ends. Lots of packing tape used at one end since laptop was a couple inches longer than the old box shipped to me in. I filed for valid return ofollowed all policies only to be denied. They marked it resolved! This is not resolved! I've filed with my card company. They will resolve this issue! I strongly recommend staying away from doing any business with this company. Bunch of bull$#*!!

Products used:
Nothing used from here.

Service
Value
Shipping
Returns
Quality
Thumbnail of user caroll60
5 reviews
47 helpful votes
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January 20th, 2021

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.

Tip for consumers:
BUYERS BEWARE! Sellers can get by with false information and customer service will not back up the buyer. They will just blow your issue off! Stay away from this site or you could lose everything you paid.

Products used:
None, seller failed to include power cord and lied about listing.

Service
Value
Shipping
Quality
Thumbnail of user leaf47
1 review
2 helpful votes
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December 4th, 2022
Verified purchase

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.

Tip for consumers:
Add tip for others who might use this site - Don’t

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user eileens377
2 reviews
0 helpful votes
  • Send Message
July 17th, 2021
Verified purchase

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.

Tip for consumers:
Don’t buy here. Stick to eBay where you can see accurate feedback.

Thumbnail of user kayo100
1 review
0 helpful votes
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October 15th, 2023
Verified purchase

I bought an item 8 days ago and it is not yet shipped, only the label printed. They overcharge on item and shipping and this is the "satisfaction?" Will not respond, just get run around. First they say wait 3 business days, then a week, STILL I can't get them to refund me! Good luck, go to Amazon or eBay.

Products used:
Never got

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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Mercari R.
Typically does not respond to reviews

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