Mercari has a rating of 1.2 stars from 2,367 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 592nd among Marketplace sites.
This company does not typically respond to reviews
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.
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.
Been using my car for well over a year never any problems hundred percent positive feedback I've sold and purchased out of the blue today they told me my account was suspended due to suspicious buying okay what is suspicious because I bought something that is a little more than what I usually buy I don't know and you can't speak to anybody of course on top of that I had a ballance they will not let me get now two point blank they still make money and I have been looking into this and they have stole hundreds and hundreds of people's money and done the same thing I will be looking into a class action lawsuit at this point for those of you still usually app and liking it make sure you transfer your balance as soon as possible because they will revoke your privileges the first chance they get which doesn't make sense considering we are how they make money buyers and sellers beware take heed to what others have said
Date of experience: February 27, 2017
Terrible website and terrible experience. My first sale, I sent out a 4K blu-ray, but I didn't get a tracking number because I wasn't offered that option at the post office. The buyer said that he never got the package and that the tracking number didn't work (it was a receipt number). So because the buyer won't rate me, my transaction was cancelled, and the buyer got my item for free. If you don't get a tracking number, you will be screwed and taken advantage of! Don't sell with these guys! I reported my problem, and a customer service representative scolded me and said that this was my last warning and that if I didn't use tracking numbers going forward that they were going to revoke my ability to sell. Well, I'm canceling all of my listings and never selling here again! It's a freakin' joke!
Date of experience: December 18, 2018
DO not use this app FULL OF SCAMMERS AND LIARS. I Bought a fake channel bag for 1000 and the user lied and said it was real and they took my money will not refund me I contacted my bank and field a police report against them and they were forced my court order to release my money back to me. The seller was in trouble and the app. The seller had to pay a big fine for that. DO NOT USE THIS APP STAY AWAY
Date of experience: May 9, 2015
Be careful they can to take your money and give you the wrong product Rick you have a girl pretty good I thought I hit gold fighting all this make up for cheaper prices but then if you order something if you got the wrong order they wouldn't give you your money back and you just be stuck with it I would not recommend it it's not worth it
Date of experience: December 2, 2018
I am so mad that they don't allow you to leave bad ratings for sellers. It's great for the sellers, they can often do whatever they want. I have had multiple sellers cancel my orders for no reason - order canceled means no rating. I had a seller ship me a box of breakable items - half broke in transit because she put them into a thin plastic bag with a paper bag from a wine bottle resting on top. On top of this, she also sent me items that had damage hidden from photos. They thankfully approved the return, but as soon as it was shipped out, they just cancel the transaction so I can't leave a rating.
How am I supposed to trust buying on a site when I have no way of reading reviews to see if sellers have a history of issues. I understand bad sellers aren't their fault, but to let them get away with it with no repercussions is 100% Mercari's fault. I would much rather buy from a site where I can see more info on past sales.
That's great that they take care of their sellers, but without buyers they aren't going to make it. I spent hundreds on their app and won't do a penny more.
Tip for consumers:
Don't use it. If you do, ask a lot of questions prior to buying and don't trust ratings.
Date of experience: March 30, 2019
I tried Mercari for the first time when I saw an item that was new that I had been looking for. The seller was quick to answer my questions and post new pictures so I knew the item was real and new. The price was fair and I got the item in a timely manner- they mailed the next day. I was very lucky, and I got what I wanted. The site uses the USPS- which is bad- that alone will keep me from shopping there. The seller was great, but Mercari would not give me the 10% off as advertised because they want you to use the app that does not work. I want my 10% and mercari won't give it to me, so I will not be returning to the site. Secondly, unlike poshmark and ebay, there is no zoom feature. That is the easiest feature to have- mercari does not have it because they dont want you to examine the products close up. I can see how a sale can go really wrong on this site. You would need to know the seller to be sure of what you are getting. Buyers could get over on a seller as well- as I have seen via these complaints.
Tip for consumers:
You must speak with the seller via the site. Ask for different pictures to be posted. The seller should respond right away and post replies and new pictures. If they don't do not buy from them.
Products used:
Sneakers- brand new with box and accessories.
Date of experience: August 20, 2019
There is no way to speak with, or send an email to, a human at this company to dispute a purchase (in my case, an expensive used Bose CD-player/radio that was erroneously reported to be in perfect working condition but that showed itself to be nonfunctional/unreliable with regard to its CD-playing capabilities soon after its two-days-of-delivery deadline). Give me a break! This is an electronics item and cannot be known to be defect-free immediately. After playing a CD all the way through during what seemed to be a normal episode within the first two days, it subsequently became clear soon after then that one cannot skip tracks forward or backward -- furthermore, after attempting to do so, CDs often would not even play in a straightforward mode; that is, when not attempting to move through tracks. Unfortunately for me, this defect in functionality did not present itself until a day or two past the two-day time limit, as I have been incredibly busy caring for my parents during this global pandemic crisis. And, frankly, it didn't even occur to me, once the radio and straightforward CD-playing functions were quickly established, that I would need to spend time double-checking the skip-tracks functions. What a bizarre way in which such a device would be broken! Because of this unreasonable "expiration date," I am powerless to take any action for a refund, and am now out about $200. As I said, I am very, very unhappy! Never again.
Date of experience: September 9, 2020
Mercari is pocketing part of the shipping fees it seems. I refuse to use their suggested shipping costs and offer "free" shipping instead. I know I can go to USPS to ship an item for $6 but Mercari suggests I charge buyers $12.30. They know exactly what they are doing and they are likely pocketing the excess charges. I should be able to set my own shipping rate whether it's 50¢ or $20 instead of whatever they have predetermined. A seller may calculate packaging costs, transportation and other resources used to get a package out but those fees are not going to the seller when Mercari is setting the rate, anything over the exact shipping rate is apparently going directly to them. There's so many items on the site I will not purchase because I know it does not cost that much to send. Unless they are going to supply me with free packaging materials or reimburse buyers I will ship with whatever service cheapest outside of Mercari and only buy from sellers who aren't blindly letting Mercari charge excessive shipping fees.
Date of experience: July 24, 2023
This site has it going on! By far, it is easier and MUCH more enjoyable to use than ebay. Take pictures, write a description, list, sell, ship, and get paid! It really is that easy! I have read the reviews written by people who have had trouble on this site, and I believe that all their problems have come because of not understanding how the site works. I have found Mercari to be a wonderful site! I have bought and sold on this site and have had nothing but success! Every couple of weeks, I have a couple of hundred dollars of my sales money directly deposited into my bank account. When I make a purchase, the funds will come out, either from my balance with Mercari or my PayPal account. It works perfectly! By all means, read the bad reviews. As you do, you will see the mistakes that many users have made. Some have acted unscrupulously, and others just lose patience because they just don't seem to understand how this site works! It is straight forward and easy! No problem! Highly recommended! Try it!
Date of experience: June 23, 2018
They are the most difficult company to get any resolve with. Poshmark will go above and beyond to help. I've had nothing but problems with Mercari. Dooooo not waste your time with them
Date of experience: February 1, 2023
I listed several items for sale on this app for about 2 to 3 week and was able to sell one item for $9. Since the amount was small I did not request a direct deposit to my bank account right away, plus for balance under $10 I hay to pay a direct deposit fee of $2 so I decided to wait till i sell another item. Out of sudden Mecari suspended my account without a specific reason. I contacted their customer service thru the app asking the reason, it took 2 days for them to reply stating they have to transfer my question to their compliance department, then a day later I see a message notification from the app my apps I hope it's their compliance department's response. However, as I click to view the message an error message pops up stating my account has been removed and this user (myself) no longer using this app, I am not able to list, sell, contact customer service, or request direct deposit etc... So I lost my $9 without any reason. They do not have an email address listed on their app nor a phone # to call, and take a long time to respond to my submitted question. That makes me feel like this is a rip off. They took my money and I don't have a way to request a refund.
Date of experience: February 19, 2018
We're sorry to hear you've had an issue with your account and app! Please reach out to us at contact@mercari.com if you still require assistance. We look forward to hearing from you! -DE
Buyer beware
I purchased 2 ( overpriced) bowls one of which came in multiple pieces
When I contacted them immediately they refused to accept the fact that there was no ability to capture this in a photo AND in fact in the process of unwrapping I also cut a finger ( which I told them)
CUSTOMER SERVICE IS A MISNOMER AND THEY ALL HAVE ONE SCRIPT THAT CLEARLY DISREGARDS THE CUSTOMERS COMPLAINTS
Products used:
One out of 2 overpriced bowls
Date of experience: October 5, 2023
The typical buyer on the Mercari site is dishonest. Lies about "not receiving package from USPS" are RAMPANT. USPS will indicate exact date and time of delivery. The buyer then refuses to "rate you as a seller" which is basically their "releasing payment" to you. How then will you go about receiving payment for this "lost package"? At this point MERCARI must get involved. There is no way to effectively communicate with them. It's infuriating. They will not answer their "customer service number". The only email response you will receive in regards to your issue is the generic "thanks for reaching out. We will get back to you shortly"! They do not. So basically I have a buyer that is lying about "non receipt of package". So I am not getting paid! This has gone on for 7 days. Still no response from Mercari. Tomorrow I am going to speak to my postmaster. From what I understand from researching online I can file a complaint against them regarding the "lost package". I will also file a report with the BBB. They already have SO MANY complaints that have been filed. I'll just add to the list. Go onto their Facebook "support forums" and READ all of the scams people are reaching out for help regarding. You could not make these "scams" or issues up. Caliber of buyer - scammer. Management to "have your back" when a buyer scams you? NOT AVAILABLE. You are ON YOUR OWN. You are at their mercy. It is infuriating.
Date of experience: September 12, 2018
The overall use of the site is bad enough in that you constantly have lowball offers. Once they emailed me an invalid shipping label, and after sending it out, the package of course never scanned in. They refused to even attempt to help me and turned off all communication so that I could not reply to them (they have a chat feature where you are supposed to be able "chat" with customer service, they blocked it and said the case was closed) they refunded the buyer only 7 days after the order, and not because the buyer reacher out to them, but because I reached out to them about the package not showing up and the tracking number being invalid. Essentially I was out the product. They would not even attempt to look into the issue. On top of that, there were 3 cases where things were shipped, but the USPS did not scan them as delivered (the last scan was out for delivery). Because it never shows "delivered" they won't release the payment, even though the buyers never made a claim or contacted them about the missing item. Eventually one buyer realized what happened and did a rating so that my funds would be released, but it showed that they had never even reimbursed that person. Rather there were simply "sitting" on the money, refusing to give it to anyone. Clearly if it has been a month since a package was "out for delivery" it isn't just going to suddenly show up. Someone should at least get that money, not them. They have the worst customer service, the worst policies, and I highly recommend poshmark over it. Even though poshmark has high fees, you won't have to worry about all the problems.
Date of experience: March 25, 2017
I wanted to close my account, meaning delete, erase everything. Mecari WOULD NOT allow me to delete it because I had 70 CENTS in my balance. They demanded I spend it or sale more because I could only close at ZERO BALANCE (and $10 was the max withdrawal). They have NO customer support phone number so messages went back and forth and all they offered was "just delete anything you have for sale" (all 35 items individually each!)!
Tip for consumers:
Don't use!
Products used:
I had an account to sale items
Date of experience: September 17, 2023
LIKE TO BY 1500 $ LENS... FIRST, PAY PAL DIDN'T WORK... THEN, I ASKED ABOUT LENS AND GOT BLOCKED... TRIED TO COMUNICATED WITH MERCARI, BUT NO LUCK... I'M HAPPY THAT I DIDN'T BUY ANYTHING... NOW, THEY SENDING ME A OFFERS, TO BUY BUNCH OF STAFF. HOW? I'M STEEL
ON BLOCK
Date of experience: January 30, 2020
I sold am AUTHENTIC MK purse and buyer says not... The buyer rated me and left a poor feedback. I rated back. The transaction after a rating is COMPLETE. The NEXT day, Mercari said there was a dispute and buyer rated during, so they TOOK my money from me, the buyer had my purse, and I have a poor feedback! I was NEVER notified of the dispute! That's why I left feedback after buyer! Here it is 7 days, 7 days later. I have NO purse, NO money, AND a POOR feedback... all I get back is an automated response. I think the policy says transactions are done after feedback is left, not to mention, how long are they letting someone rent my purse?! I am livid! This was $60! WOW! SELLERS ARE NOT PROTECTED ON THIS SITE!
Date of experience: November 6, 2018
I've purchased a few items on Mercari, the first 2 were flawless. I was please with my experience until I ordered a pair of new shoes a couple weeks ago. I ordered on 2/25, but the expected deliver was 2 weeks. That was a long time to wait, but for the deal I was willing. I kept checking Fedex and the shoes were never delivered to them for shipment, all the way up to 3/9, the expected delivery date. Called them to see if they had the package and they said no. I responded to a recent email I received from Mercari on 3/2 saying it was shipped, and stated that Fedex only had a label created, but item was not received. 2 hours later I got a message from seller that Fedex contacted her saying the delivery was delayed. I informed her I called and verified the package was never dropped off and I wanted to cancel. She responded that her Fedex store still has the shoes and she would cancel the order. You cannot review a seller if the transaction was canceled, so I have no way to let buyers know of my experience. I tried to notify Mercari but there is no way to do that. I left a review on Reddit and it was rejected by Mercari moderators. I didn't mention names, use profanity or go against any of their rules. I'm very upset that they won't allow me to share this information to others.
Tip for consumers:
2 out of 3 purchases were good. The problem is, if you or the seller cancels an order no review can be left on the transaction. The company doesn't allow you to report bad behavior if the order isn't complete or canceled. You can contact the seller, but your voice isn't heard in public.
Products used:
shoes
Date of experience: March 11, 2023
I tried to post athletes foot cream. Mercari shut my entire account down. I can no longer sell. BECAUSE I TRIED TO
SELL ATHLETES FOOT CREAM! I have sold on their site for 2 years and have 5 stars across the board. It is a horrible company. They've gone into my bank account on their own and taken money I didn't approve. I would not recommend them to anyone.
Date of experience: May 26, 2022
I sell on Mercari. A package disappeared. I shipped on the 24th of November and it was scanned on the 30th and was gone. They contacted me about it, which was odd, and asked me to contact the USPS, so I did and they said it was running late. They said to contact them if it wasn't there by the 10th of December, so I did. Today they cancelled the transaction, refunded the buyer, then told me I used a stock photo so the shipping guarantee doesn't apply and I wouldn't get a refund. I blew up. They deleted the listing and said it was resolved without doing anything for me, so I am expected to blindly send stuff out, and if something happens, they can make up any excuse they want to say their rules don't apply. Sell on another site, Mercari is trash.
Date of experience: December 15, 2020
I was a first time user of Mercari. I ordered 2 items from Mercari website. When it came time to get the items the tracking number said that it was delivered. I check all around and they never came to me. I went to the Post office as it was to come via mail and they didn't have it and the carrier doesn't remember a package for my address. I then waited a weekend and on the following Monday I contacted the Mercari help desk and explained what had happened. They told me that they could not refund my money. This was very upsetting as these were Christmas presents for my son. I then went to Pay Pay as that is how I paid for these items to get a refund. I did receive an email from Mercari stating I should have went through them to get a refund and I did respond to them stating that I did go through them first and was told that I was not able to get a refund because the items have been delivered. I have never had these kinds of issues with any company and will NEVER use this website ever again.
Date of experience: November 8, 2021
On my third purchase on Mercari, I was scammed. A seller advertised a pair of headphones for $300, which I bought. But the seller was a scammer and just sent me a package of alcohol wipes worth probably not even $1. They did this (sent something - i. E. the alcohol wipes) just so they would have a tracking number. This is a popular scam lately from what I've read. Mercari markets itself as the buyer being protected saying that they hold the money and won't release it until you are happy with your purchase, etc. but it is all lies. Mercari deliberately makes it very difficult to report the fraud. There are no links on their website for this. They have an 888 # they tell you to call to report fraud, but all you get is a voicemail system and they don't call you back. You can email and fill out forms on their website and all you get back is automated responses. They are directly responsible for their site turning into a hotbed of scammers, which is a real shame. It could have been a nice alternative to eBay, but they choose to go in a different, more sinister, direction. If you value your money and your time and don't need or want additional aggravation in your life, I'd strongly suggest that you avoid Mercari at all costs. I've attached a picture of what they actually sent me (alcohol prep pads worth about $1) instead of the $300 headphones that I paid for.
Tip for consumers:
Don't use Mercari unless you are willing to be scammed by a seller and not have Mercari help you. However, if you like being scammed, and like being ignored by Mercari, this is the site for you.
Products used:
None. They scammed me. Sent me alcohol prep pads, worth about $1, when I paid for $300 Sony headphones.
Date of experience: August 5, 2021
I sold and shipped a perfume set using the FedEx label provided by Mercari for the order, which has the shipping address that the buyer provided. The seller used an undeliverable address, so it was shipped back. FedEx never delivered it to my address. They left a photo of their truck in the idle of a random street as their proof of delivery, and I checked the footage on my cameras and no one was here at the time of supposed delivery. Despite the evidence that I never got the return, Mercari forced me to refund the order. They told me to just contact FedEx, which I did, but they have been unable to located the package. I explained this to Mercari but they refuse to do anything. This is really unfair, Mercari should have covered it, or forced the buyer to cover it for using an undeliverable address. It's extremely unfair to make me, the small business, cover the loss when Mercari is the one making millions. Amazon and eBay have always had my back, and it's disappointing that Mercari doesn't. If you are trying to decide which platform to sell on, please choose eBay or Amazon instead.
Date of experience: April 15, 2023
I have been selling on Mercari for about a year. Done fairly well and thankfully, did not have a lot of the problems other buyers and sellers have had until I tried listing some collectible numismatic coins that I bought to re-sell for the Holiday shopping season. My listings were removed and I received a warning message saying that the following items are prohibited from being sold on Mercari: Replica currency, cryptocurrency, bullion, loose precious gemstones, or securities.
I responded to their message that what I was selling was real, legal tender numismatic currency. It can be exchanged at ANY bank or currency exchange. This does not break any of Mercari's rules. I also told them that there are listings ALL over Mercari for silver coins & actual bullion and there is nothing in your list of prohibited items that include the sale of collectible numismatic currency.
They responded that anything that is real silver is bullion and told me to tag every item I saw on Mercari that was real silver saying anything that is real silver is bullion. I sent them a screenshot of the actual definition of bullion. They don't follow their own rules. Whether it is because they don't know the definition of the words used for their rules or something else I am unsure of but they closed my account and deleted all of my listings during the busiest shopping season of the year and I had a lot of sales, 100% great buyer feedback and many watchers on my listings. I will stick with eBay who does seem to care about both sellers & buyers alike.
Date of experience: December 6, 2021
This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.
Hey Nicholas,
Thank you so much for all the support, this is all so lovely to hear! We love hearing our users success stories!
We're happy to hear you've had nothing but a great experience with us, as a team we work hard to make sure our buyers and sellers are satisfied with their experience.
We are happy to have you as part of the Mercari community!:)
Best,
Team Mercari