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    Mercari

Mercari

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Overview

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.

  • Service
    876
  • Value
    783
  • Shipping
    777
  • Returns
    769
  • Quality
    738

This company does not typically respond to reviews

Positive reviews (last 12 months): 0.9%
Positive
1
Neutral
0
Negative
110
View ratings trends
1243
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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.

Date of experience: 11/1/17
See positive reviews
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.

Date of experience: 10/7/24
See critical reviews

Reviews (2,367)

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Reviews that mention popular keywords

credit card (106) post office (50) phone number (71) return request (32) customer service (671)
Thumbnail of user aishab17
Massachusetts
1 review
3 helpful votes
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November 6th, 2018

I purchased an item on Mecari the shipper cancelled the item I have waiting for my money for 2 Weeks. Everytime I contact them they send me a pregeneratated answer. I was told I was going to recieve my funds on 11/5. Contacted them yesterday now they are asking me to wait until 11/10. This is Unacceptable, they also went into my inbox which is private and erased messages between a seller and I. Its says deleted by administrator, a few weeks ago I would tell people to buy from this site but now. I say STAY AWAY THE STEAL YOUR MONEY AND DON'T RESOLVE ISSUES. THEY ALSO GO INSIDE YOUR PRIVATE INBOX AND ERASE MESSAGES THAT DID NOT HAVE ANYTHING TO DO WITH THEM. RUN DONT USE THIS SITE

Date of experience: November 6, 2018

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Hello Aisha,

Please note that we automatically reimburse buyers in their original payment methods when an order is canceled. These refunds are typically seen within 5-10 days of cancelation, but may sometimes take longer depending on your banking institution. Additionally, we apologize for any inconvenience caused, but when these transactions are canceled, your chats/messages with your seller become unavailable as part of the app's design.

If you're still having difficulties locating these funds, please don't hesitate to reach out to our Support Team for a second look via the in-app Help Center or by emailing them at contact@mercari.com. Rest assured that when you do, an agent will follow up with you as soon as possible.

Thank you for your time and understanding.

Best Regards,
Team Mercari

Thumbnail of user reecew17
Minnesota
1 review
0 helpful votes
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September 4th, 2021
Verified purchase

I order sh figure from this site and got a tracking number and I was told it was coming on the 31st of August long story short it came early I went to my mailbox and there was no item so I contact the seller and they did not reply I went to my post office and they told me the tracking number I received was someone else packages that lived somewhere else in my town USPS driver went back and confirm that none of the packages had my name on it so went to the site and hit up customer service and I was told it was delivered and they still paid the guy my hard on money for an invisible product and gave ne my money back in store credit telling me I need to change my address to a more secure location. I have many deliveires at my home address and nothing was never stolen do not buy anything from this person name phantomRider he is a scammer

Date of experience: September 4, 2021

Thumbnail of user johnt3968
Pennsylvania
1 review
0 helpful votes
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December 6th, 2022

I recently sold for the first time sold an item on mercari. I sold a lenovo laptop for $500,shopped the otem the seller received it unfortunately since the buyer didn't rate me I had to wait the 3 days for medcari to put in a Automatic rate in order for my payment to come through upon that I cN see that I have $440 dollars after there fee in my balance I sent them a photo ID gave them my social and my bank info and filled out the tax form and they want to continually say that they cant verify me, and will not release my funds to me I am about to blow my top now the buyer has my laptop and I have nothing nonlaptop no money and absolutely no customer service to get this fixed. I deleted the rest of my listing from the sight I will NEVER sell from there again and I would highly suggest anyone else not to either! Oh I'm sorry $ 400 there fee was more then I thought I have literally sent my ID several times and it is 100% legible

Tip for consumers:
There is absolutely no customer service the phone number given is a answering system to which you will get an email back not a phone call and if there is an issue it is all through messaging not live chat you submit proble. Maybe 24 hrs you get a response maybe I have gotten nowhere the past 2 days while trying to transfer the money owed to me to my bank ridiculous the buy has my product mercari has my cash and I have nothing but stress and a headache .

Products used:
I was a seller knsold a lenovo yoga 6 16

Service
Shipping

Date of experience: December 6, 2022

Thumbnail of user sophiam42
California
2 reviews
7 helpful votes
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August 14th, 2018

Selling is easy and I had no problem with the app for two years. It used to be fine to get my funds in my checking account, however, 2 years ago I deleted my account because I would no longer be using it. Recently, I opened a new account since I couldn't get into my old deactivated one (I wasn't even receiving a reset password email to get into my old account after Mercari states that you can reactivate an account by logging, which clearly wasn't working after sending multiple reset password emails) so now I can't use my checking account information because it is associated with the other account. They say that they can't deposit into a savings account and that my account could be terminated for opening multiple accounts, which is honestly bull. Any other site would allow you to open a new account after deleting an old one years ago. Anyway, my funds were deposited to my savings even though they state they can't do that and I got some load of crap about using a prepaid visa card to get my funds out of my Mercari account but never told me the steps of how to do that. The customer service is horrible. They hold your checking account info in their system for 5 years even if you delete your details before deleting your account. I will not be using this app ever again for the hassle.

Date of experience: August 14, 2018

Thumbnail of user timmyw14
Colorado
1 review
0 helpful votes
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June 4th, 2020

Mecari? Is the suck name ever. They do care about the Seller, buyer can send back the fake item anytime they want and make the seller losing money. Bad bad bad F-

Date of experience: June 4, 2020

Thumbnail of user wandam109
Georgia
1 review
2 helpful votes
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November 10th, 2019

It took from 10/27/19 to 11/09/19 for me to receive the merchandise(roaster). Only then because I had to track the ship myself. Hard to locate anyone at Mercari and the actual seller (tcumbee18) couldn't be found. I contacted FedEx on several occasions until I think they got tired of hearing from me and finally got me to a person in tracking at FedEx. It was only hours after that when I received an e-mail from Mercari that I would get my shipment the next day, but I had to make arrangements to pick it up at a Walgreens in Warner Robins, GA. That trip was about a 50 mile round trip when there was a terminal of FedEx only 10 minutes from my home. I will never purchase anything else through Mercari. I went by today to pick up the item and low and behold the thing was filthy. Splatters of something all over the outside and the inside pan still had left over food stuck to it and had been dropped because the corner was chipped. The lid was bent in several places and the handle was broken. Luckily, I had kept the lid and inside pan from my old one. I can not and will not give even two star on this sale. The money back guarantee should definitely be given without shipping the item back.

Date of experience: November 10, 2019

Thumbnail of user hsshannah96
North Carolina
1 review
0 helpful votes
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May 9th, 2023

Wtf. They did not give me money back when my order never showed. They fought me about it has to get back to the seller. That's irrelevant! It never GOT TO ME!

Service
Value
Shipping
Returns

Date of experience: May 9, 2023

Thumbnail of user tc118
Virginia
3 reviews
3 helpful votes
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September 3rd, 2017

I feel bad because I have recommended this site to several of my friends and family. I had good luck selling, made sales, things were going well. Today I found out that I am at the mercy of the US postal service. I thought I had reviewed the site carefully, yeah I had to pay 10% on my sales, but hey they handle everything UNTIL I sent a planter that arrived to the buyer broken. Well the buyer got their refund, as for me, well even though I shipped the item with the insurance. I have to go thru the post office to TRY and get a refund. Yep, that's right, Mercari DOESN"T tell you that if an item is damaged that YOU have to go thru the post office to get a refund, they make it sound "like don't worry your product is insured". Mercari has the pictures of the planter before, and they have pictures of it broken, I don't, but they "offered" to send them to me if I contacted them. Duh, of course I am going to need the pictures. You would think since they have all the information they would handle the insurance, after all it's their label I am using, but nope! I will not sell anything breakable or worth a lot of money thru them any more. After reading reviews it seems they do a great job of protecting the buyer BUT not the seller, who they take 10% from, you think they would protect of because it's our money they get! If people stop selling on their app. Where will they be? So to all of you out there becareful because as the seller you lose! In reviewing more about the company it seems they do very, very little to protect their sellers!

Date of experience: September 3, 2017

Thumbnail of user leesah16
New York
1 review
0 helpful votes
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August 17th, 2023

When seller ships ceramic mugs with no wrapping around them and insuffient padding guess what? They arrive in pieces. Mercari deemed the items as unreturnable. WTH!

Products used:
Only one mug arrived undamaged

Service
Shipping
Returns
Quality

Date of experience: August 17, 2023

Thumbnail of user lexisg1
North Carolina
1 review
0 helpful votes
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October 21st, 2022

Mercari is a fraud and thief. I contacted them about a seller selling fraudulent Tom Ford perfume. I contacted them about a refund with pictures as supported evidence. What Tom Ford fragrance come with an upside down sticker label? And that was the first giveaway. They suggested that I get a 3rd party to authenticate the fragrance on writing. After calling several merchants no one could give anything in writing as it goes against their policies or individuals where charging the cost of the fragrance. That was a no win situation. I did an dispute with my bank. The bank had them to refund my money. Mercari limited my account due to this. Forgot to mention that part of the money was refunded to my Mecari account because that's how ro original form of payment was provided. I contacted them a month later about not being able to use my account after resolving the issue. The next day my account deactivated with the balance in my Mercari account being taken. They stated that I was responsible for paying back any charge backs. I'm disguisted with their business practices and that they want to consumer to take a loss a fraudulent items.

Service
Returns
Quality

Date of experience: October 21, 2022

Thumbnail of user cl464
Texas
1 review
0 helpful votes
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August 6th, 2021

Bought an old Bible gave all my info said deal is done……then told to bid it's an auction…. Not honest and upfront

Date of experience: August 6, 2021

Thumbnail of user kristines93
Nevada
1 review
13 helpful votes
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March 16th, 2019

I have been an outstanding Seller and buyer with over 200 PERFECT 5 star ratings and abided by the rules for over 3 years! After selling an Authentic Item that had proof of everything they need for authenticication even reciepts and authenticity cards They shut my page down forever just because of one complaint for a scammer that had a VERY POOR RATING! They had to ask for my social security number, photo ID and a SELFIE! These are personal private stuff that only should be given and disclosed to hospitals/ government people but not Mercari! SELLERS DOESNT GETS ANY JUSTICE! What's the rating performance good for if they don't hear you out even when you have proof! THEY WILL CLOSE YOUR ACCOUNT FOR GOOD AND HOLD YOUR FUNDS! Had to file a report to BB!
STAY AWAY JUST GO TO EBAY OR AMAZON

Date of experience: March 16, 2019

Thumbnail of user msm18
Washington
2 reviews
13 helpful votes
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February 9th, 2017

I've been on here for almost 2 years now. If you have been Shut down... do these steps to open a new account.

- Buy a New Phone (they go by your ESN #) Or use an iPad, iPod. Etc. - they block your esn # on your phone.
-make a google phone #, they recognize your phone # and will block you.
-buy a PO BOX (they block your address, even anyone in your household that's trying to use mercari)
-open a new checking account (doesn't matter what bank, just make a new one with a new account #)
And lastly...
-Make a new email account... DUH!

Do these steps and you'll be on the right track!
Mercari now lets you use your balance to make purchases, they used to before then they stopped, but now it's back!

When the app first started, it was free to post and didn't charge anything to sell... now obviously they need to make money, so, you'll have to pay a fee when your item sells. It's cool. Not to shabby. Fees are 10% of sold price. It has worked great for me after a year and a half. This is my 4th account Bc hey are VERY VERY STRICT on their rules and will shut you down and take your money and make it impossible to take your money (Credit) out if they blocked you from even signing in! So your screwed. REMEMBER: READ ALL THE RULES Before starting this app for your own benefit!

Date of experience: February 9, 2017

Thumbnail of user howardl210
Florida
1 review
0 helpful votes
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August 27th, 2022

IVE BEEN ON MERCARI FOR 6 MONTHS WITHOURT A HICCUP AND THEN ALL OF A SUDDEN OUT OF LEFT FIELD THEY UP AND CLOSE MY ACCOUNT WITHOUT ANY ACTUAL REASON. IVE WRITTEN CUSTOMER SERIVCE AND THEY JUST SEEEM PASS MY QUESTINS OFF TO VARIOUS DEPARTMENTS THAT PROBABLY DONT REALLY EXIST AND I GET THE RUN AROUND... ITS 100% A BS SELLING PLATFORM - STICK WITH EBAY AND AMAZON AND EVEN ETSY PRETTY GOOD

Tip for consumers:
RUN THE OTHER WAY........LOTS OF SCAMMERS BUT THE OVERALL MANAGEMENT AND CUSTOMER SERIVCE IS ABSOLUTE $#*!

Products used:
AUTOGRAPHED PHOTOS

Service
Value
Shipping
Returns
Quality

Date of experience: August 27, 2022

Thumbnail of user bs156
Ohio
1 review
3 helpful votes
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September 27th, 2017

Mercari:

Why do you suspend people from your service with such a heavy hand and provide little to no explanation? You suspended everyone in my household's account, claiming that everyone was violating the terms of service. You suspend my account with no explanation for sending inappropriate comments (which to this day i cant figure out what was said). I have sent at least 15 emails asking for an explanation and get varying degrees of vague scripted responses, sometimes completely unrelated. To combat your authoritarian and unethical (and quite distrubring) practices of punishing people, i have continued to sign up for a new account, complete positive and polite transactions and you still ban my accounts, claiming previously suspensions are not allowed to create a new account... But i dont think my original ban was even real! You also claim you sent me several warnings "including a final warning" and when i asked you for evidence of this, you ignore me.

You have now banned my daughter'[s account and my wifes account simply because they share the same address as me. Thats not right at all. You canceled several sales that my wife has made which help support my family, and have deleted her account.

Can you please knowledge that you are aware that you are the only service of this type that throws customer suspensions around like dollar bills at a gentlemen's club? This is insane, and Im going to make sure i do everything in my power to educate the public on your unethical and distasteful operating practices.

Mercari, until my next suspension and please dont forget ichi-go ichi-e!

Date of experience: September 27, 2017

Thumbnail of user ritac40
Oregon
4 reviews
26 helpful votes
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November 22nd, 2017

When Mercari started it was a money maker for me and if you didn't purchase something right when you seen it then you would miss out. Now everyone wants your goods for free and listings will sit around forever. Mercari is always sending messages to sellers trying to repremand them like they are their children. All because some buyer you wouldn't give your product to for $5 is ticked off and reports your listing for no reason at all. I seen it coming when Mercari was trying so hard to become #1 in the app store so they were advertising everywhere. This brought in a bunch of teenagers who drove the prices down tremendously. It is such a gamble selling and buying on there now. Unless you buy from a seller who has been around for awhile with plenty of great reviews and sometimes that isn't even a sure bet these days. This doesn't help the seller though. As new pe2iple go on Mercari just to scam a seller out of their merchandise because they have heard how easy it is to do so. If you cancel a sale because the buyer has no reviews and you don't want to take the chance of getting scammed then Mercari will send you a warning about cancelling orders. It is just too big of a gamble to shop and buy on Mercari anymore which is too bad because it was such a wonderful thing.

Date of experience: November 22, 2017

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear your experience on Mercari has not been a good one as of late. Please note we are implementing systems to keep fraudulent activity down, and working on tools to educate new Mercari members. With time we hope the changes we've been making to the app will increase sales and make Mercari a safe and friendly marketplace. If you have more feedback regarding features you'd like to see on Mercari, please email us at contact@mercari.com. We look forward to hearing from you!^DE

Thumbnail of user courtneyr179
California
1 review
5 helpful votes
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February 25th, 2021

Honestly, I see all the negative reviews... And while I can understand some complaints, a lot of them seem like people who just got angry over not getting away with something.
I've been a member of Mercari since 2018 as a buyer. I recently started selling in November 2020, and in the past 4 months, I've made almost $400. I've made a couple mistakes, one on shipping, but I really haven't had any complaints. I have over 40 5 star reviews as a seller (and 1 4 star review, where the buyer states what a rare item I sold him, and how lucky he was to find it but still gave me 4 stars?) And all 5 stars as a buyer.
I've had some weird cancellations as a buyer, one attempted (and denied) return for a pair of boots that the buyer had said she loved and then tried to return anyway...
Some of the people can suck, but without Mercari I'd have never been able to start selling online. I was so intimidated for so long over fees and shipping, I had no idea where to begin. But I've been pretty successful over Mercari. I'm grateful. Their customer service even commented on mine, saying my outstanding customer service was reflected in my superb ratings (their words, not mine)
It's really helped me supplement my income, which we all know right now is beyond critical...
Plus, the satisfaction and sense of accomplishment I get with every sale is something I truly am grateful for.
They customer service can be a little confused at times, but I think they try their best. I have more complaints about the postal service than mercari, honestly.
And there are some who will scam you, I've had a small amount of experiences in that area, but I try to take it as a learning experience, and a chance to develop my grace.
I am truly grateful for this platform, it's been paramount in so much of my forward progress during this stressful time, and really gives me something to look forward to, be ambitious about, and be excited for.
If you learn from your mistakes, pay attention to the guidelines, and read reviews from buyers and sellers before doing business, you can do pretty well with this app. That's my 2 cents. :)

Tip for consumers:
Mind the guidelines, treat others with courtesy and read (also write) full descriptions on items. And know that nothing is flawless, but this app truly has been (*knock on wood) nothing short of a blessing for me

Products used:
I've bought and sold clothing, jewelry, shoes, glassware, even Versaci Perfume

Service
Value
Shipping
Returns
Quality

Date of experience: February 24, 2021

Thumbnail of user pennyb278
Pennsylvania
1 review
1 helpful vote
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February 19th, 2022
Verified purchase

I ordered a metronome. Product was exactly as advertised, arrived very quickly and in great condition! Very happy with the experience!

Date of experience: February 19, 2022

Thumbnail of user nicholasl367
Florida
1 review
0 helpful votes
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January 4th, 2022
Verified purchase

This site says it allows returns. But once you review the item or after 3 days, you can no longer return.

Tip for consumers:
Don't do it. Go elsewhere.

Products used:
Projector. This company says it takes returns, but it doesn't after 3 days after opening. So the Christmas present I bought for my fiancé is no longer returnable, even though it doesn’t perform as described in the original positing.

Service
Value
Shipping
Returns
Quality

Date of experience: January 4, 2022

Thumbnail of user cindyf28
California
36 reviews
159 helpful votes
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August 11th, 2020

Mercari is a pretty easy site to get around on to buy and or sell various items. I both buy and sell on there and the only complaint I have is that they need a better server. It takes forever to upload pictures or won't upload them at all. After several attempts with no luck I just go list them on Ebay who has no issues uploading images. I am sure many face this same issue and Mercari really should correct it.
As far as customer service, I have always received a prompt reply and if necessary a refund from a seller not shipping out item. Also a purchase was lost on its way to me and I sent the email I received from my postmaster stating package could not be found and Mercari issued me a refund right away.
The app kind of sucks in some ways. It could use some work making it load faster-again they need a bigger server- and I don't like the picks they choose for likes as it doesn't relate to what I'm interested in so I avoid that and go to my likes only. Also, the items that have sold need to be removed from the active ones. It gets tiring to just see sold items while you are looking for treasures.
Most sellers up their prices because you can offer a lower price which is expected and most sellers do accept. You can also like an item and the seller may offer you a reduced price. They really need to get shippo or another postal server to get priority rates that arent offered so packages sent go first-class or UPS /FEDX and can be rather expensive but prevents the gorging of shipping prices as seen on eBay who doesn't control it at all.
Overall Mercari is a good auction site that is growing daily.

Tip for consumers:
Don't pay full price.
Always offer the seller a lower price . If they don't like your offer then they can counter offer or just refuse offer

Products used:
Jewelry lots, self-tanner, garden decor, birthday supplies, faires, barbies and barbie evening clothes

Service
Value
Shipping
Returns
Quality

Date of experience: August 11, 2020

Thumbnail of user kellyp880
Florida
1 review
0 helpful votes
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December 10th, 2021

I was with mercari for almost 2 yrs. I thought they were really a good site at 1st. I never had problems with getting paid. Once my gmails became an issue and I lost that gmail, they couldn't help me find it, I know now was a l Iie, google gmails as well told me they also couldn't recover them. I had not been able to make another mercari account on same phone number, but yet, mercari could not locate that old gmail site. Which also BTW, had just shipped 4 items which added to over$80.00. Finally new phone, new gmail I then made a new mercari site, then once I kept trying and being denied access to the money I made, they said a account already exists w/that bank info and all I could do was shop with the money because I couldn't logout of old mercari gmail account, which they already knew about from the beginning, which is the point I am making. I was able to sell, and buy, once I made money, I was then shut down for telling them that I couldn't add my bank account to site. They sent me a gmail and told me they're shutting me down

Date of experience: December 10, 2021

Thumbnail of user roberth2701
Pennsylvania
1 review
0 helpful votes
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November 11th, 2020

Do not buy anything from this site. I recieved a broken fraudulent peice of junk. Then told it was ok by customer service. BUYER BEWARE! Do not expect to get your money back as stated in the first line of there own LIES. The unit i received was made to be something else, a stick on badge. Then when i complained about the broken conditions and i tested it. BLEW EVERYTHING IN MY CAR UP. A FIRE HARZARD. I WAS TOLD TO LIST THIS ON OUT SELLING PLACE. LIST IT AS WHAT? BROKEN JUNK, RIP OFF? Just Do NOT ever buy anything from this site. Its all the sellers that have been banned from Amazaon and Ebay All Ready for fraud and scams. Selling fake broken and junk or nothing at all. They still get paid and customer support is a joke. Leave a message or tell us what happened. THAT GETS YOUR MONEY GIVING TO THE SELLER... YIU GET TO KEEP THE CRAP THEY SENT YOU.

Date of experience: November 11, 2020

Thumbnail of user maryj3523
Alabama
1 review
3 helpful votes
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September 22nd, 2023

Their link to the rating system is defective. I wound up paying for a defective item with no refund.

Tip for consumers:
It is not possible to reach the rating site through the link they provide. Therefore, the customer pays for the item even if it is defective.

Products used:
Simolio SM-621 audio speaker. Correct cables not included.

Service
Value
Shipping
Returns
Quality

Date of experience: September 22, 2023

Thumbnail of user jo285
New Jersey
1 review
4 helpful votes
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May 28th, 2022
Verified purchase

I am the victim of a bait & switch and Mercari customer service did nothing to resolve it. The worst

Date of experience: May 28, 2022

Thumbnail of user jonathans263
South Carolina
1 review
6 helpful votes
  • Send Message
July 22nd, 2018

I think the title says it all. I ordered an item for my girlfriend from Mercari on 7/14, and after a week I still hadn't gotten notification that the item had shipped, so I logged into my account to check the status, hoping to contact the seller for a tracking number, or at least see when the item was due to ship, if it hadn't already. Upon checking the item status, I was greeted with an unapologetic, unexplained notice that "This transaction has been cancelled." Nothing more. What's incredibly annoying about this is that I never received an email to alert me (yes, I checked spam, and my filtered folders), meaning I had no clue that my girlfriend's birthday present was never actually going to be delivered. Adding to my annoyance, I couldn't find anywhere in their so-called "Help Center" to express what awful practice this is, how I was never going to use their service again without some assurance that this would never happen again (and a discount on a future order wouldn't hurt). The "Contact Us" feature on their site just routes you to a bunch of FAQs, making it impossible to actually "contact" them at all. A truly awful, frustrating experience. I will never order anything from Mercari again, hands down.

Date of experience: July 22, 2018

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Hey Jonathan,

We're so sorry to hear about this experience with this transaction! If you ever run into any issues whatsoever, we have around the clock support at contact@mercari.com. We're always happy to help out there!

Best,
Team Mercari

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

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