• 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 755th 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 sheilal384
1 review
1 helpful vote
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November 28th, 2022

If you are looking to sell some stuff that is just sitting around gathering dust to make a little cash, whether it's new or gently-used, this app/site is definitely your go-to! Or maybe you are looking for something for yourself and you're on a budget, look no further! They have everything and you can get it at a low low price. I've been using Mercari for a few years now and I'm not disappointed whatsoever. I promise you won't be either...

Products used:
Brand new Nike Air Plus shoes, numerous brand name jeans and tops. Stationary sets for my love of writing and doodling and all the gel pens/markers that I could ever ask for! The list goes on and on!

Service
Value
Shipping
Returns
Quality
Thumbnail of user willc172
1 review
0 helpful votes
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February 5th, 2021

I just deleted the app after having another order cancelled by the seller. Mercari is way more miss than hit, you either get a damaged or defective product or the seller cancels a sale because they sold it on another selling site. I can't see this app lasting too much longer. It's a very shady and untrustworthy site, your better off dealing with Ebay.

Tip for consumers:
Save yourself the aggravation, use another reselling site.

Products used:
A damaged power cord that I had to repair.

Service
Value
Shipping
Returns
Quality
Thumbnail of user joep824
1 review
28 helpful votes
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July 12th, 2020

I tried to make a purchase with a credit card using all valid information. It went through but the next day I noticed that Mercari cancelled the transaction and suspended my account for no reason. No explanation, no phone support, no response. The people running this business are total buffoons. I won't be attempting another transaction on this bogus platform. Unnecessary waste of time.

Thumbnail of user laurac1184
1 review
4 helpful votes
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September 9th, 2020

As other users have mentioned, just use ebay.

As a seller who has a perfect 5-star rating, one of my packages was eventually lost by USPS.

Mercari deleted the label and tracking number within 1 week of the purchase, refunded the buyer, and basically said you're SOL to me. Your item is lost - the buyer may still receive it from USPS for free - but since you don't have a tracking number (because Mercari deleted it) you can't open an investigation OR claim for the item.

Mercari greatly benefits off good sellers like myself who are reliable, list items consistently, and go above and beyond to provide a good experience for buyers.

The fact they go out of their way to screw buyers out of any little recourse they may have in these circumstances... lesson learned. I'll eat the loss this once and sell elsewhere in the future.

Thumbnail of user jeans558
3 reviews
0 helpful votes
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April 17th, 2023

Whatever you do, do not use Mercari. I received broken and damaged toys, ripped and faded women's skirts and even an odd filthy stuffed animal as a fake package. I ordered these items over a period of a couple weeks as a new customer. Not one single item was as described; sellers and their fake postings were removed. Mercari's "customer service" sent only "do not reply to this address" responses. A total fraud! Be very careful to avoid these pretend purchases.

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user daled236
1 review
1 helpful vote
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March 31st, 2021

I have been a mercari seller for almost a year. Mercari does not allow pick up or will call. 1) they cannot charge exorbitant shipping cost. 2) I was told by a English challenge lady from Mercari that they feel their customers will do harm to the other person. Their Q&A section has no pertinent information that can be used. I prefer ebay Poshmark or Amazon. Beware.

Thumbnail of user lizb441
1 review
8 helpful votes
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May 17th, 2022

Rug arrived, was in the process of moving opened rug after 5 days. Rug was stained and filthy beyond repair (hired professional rug cleaner nothing they could do). Messaged Mercari, SOL, needed to respond with complaint within 3 days. Wanted to leave review but too late, Mercari went in on day 4 and gave seller high rating. No recourse at all. Recommend not to use site, no accountability and false ratings on sellers.

Products used:
Rug not usuable

Service
Value
Shipping
Returns
Quality
Thumbnail of user joeb2171
1 review
0 helpful votes
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February 5th, 2022

This site should be shut down.! I placed an order and never saw it set up for shipping after 3 days I messaged the seller and he apologized and said it was due to a family illness and said he was dropping it off with the shipper in two hours. It's now three days later and no tracking number was ever established I messaged the seller five more times and they never responded. It's impossible to get in touch with her anyone at Mercari to complain or ask about status. I am now trying to get my payment reversed by my credit card company. Check all the very bad reviews on this site before even considering a purchase from these crooks!

Thumbnail of user coryp35
1 review
1 helpful vote
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October 25th, 2018

1.no way to contact a human for an issue.
2.no way to contact anyone by site or email
Once an issue has arisen.
In my case the buyer wanted to return item simply from buyers remorse. Mercari said they will look into act as mediator and get back with me in 1-2 days. Now day 4 and no answer and no way to contact them. Their concept is good but lack of customer support gives them a zero.

Thumbnail of user timn3
4 reviews
25 helpful votes
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May 1st, 2020

The site is skewed to favor buyers no matter what. I have had to eat shipping costs due to dummy buyers not doing their homework regarding items they are buying. Mercari approves their returns without getting the seller's side of things. The "customer service" will do nothing for you. I deleted their app and am going elsewhere.

Thumbnail of user krisk298
1 review
1 helpful vote
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February 21st, 2023

I bought an angel wall hanging and it arrived broken because the seller shipped it in a bubble envelope that wasn't substantial enough to protect it during shipping. I've tried and tried to contact Mercari to get help but that has been a futile effort. Don't ever shop with them if you want customer service. There isn't any. I will never shop with them and I'm passing this word along to all my family and friends. It is truly an awful shopping experience!

Thumbnail of user luisg142
1 review
3 helpful votes
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March 23rd, 2019

I have had no issues with mercari whatsoever. The main complaint I see is buyers not rating the seller after purchase within 3 days. Mercari will force a rating automatically if this happens and boom your paid. I think people aren't patient enough. They want their money now and can't wait a couple of days. Anyways I have made a lot of cash on this site and so far all the buyers and sellers I have come across are GREAT. I also had my doubts when reading the reviews and I'm glad I just found out for myself.

Thumbnail of user mattp434
1 review
15 helpful votes
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August 18th, 2021

I recently decided to purchase something on Mercari.com, a quick google search confirmed it was a legit site, so I didn't dig any deeper at the time. Lets just say I had trouble in the checkout process where it kept telling me I needed to redo it, & needless to say I got charged over 6 time for the same item. No records of transactions on the site or app. But my bank account shows the truth. I will dispute these charges with my bank F-them, never again! Stay away from that debacle of a site.

Service
Value
Shipping
Returns
Quality
Thumbnail of user janetm563
1 review
6 helpful votes
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April 2nd, 2020

Terrible site for selling things. There are no clear directions for new users and their postage fees are not clearly defined. I could not find seller's address or where to put tracking number. Never received my money for shipping either.

Thumbnail of user ala122
1 review
1 helpful vote
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July 18th, 2020

Mercari stole 3 thousand dollars to which some of the money is still on hold while some is still in process. They're we're threatening me to give them my social security number or else they will keep the money. Biggest fraudulent scam on the internet beware everyone. Mercari is owned by a couple guys from japan they're running scams and stealing millions from people. Some how some way they're getting away with it with some sort of a loop hole. Our money is gone. Don't make the same mistake as we did. Report them to the FBI FTC and the BBB right away. I hope they get prosecuted.

Thumbnail of user darrellw82
1 review
16 helpful votes
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January 23rd, 2020

After selling fragrance oils on Mercari for 3 years with a 5 star rating and over 1120 great reviews, Mercari decided to close my account in Jan 2020 stating I violated terms of service agreement which is pretty vague. I contacted their support team and they have me some response about items are not originally in container? I'm think they are stating that the fragrance oils have to be poured by me into bottles they are sold in. I'm not understanding that policy and they then stated if I submit proof of purchases from manufacturer then they will reconsider. But after this experience, I'd rather not deal with them again. To abruptly just close and account while they are profiting from my sells and then decide to end it is nuts. Good riddance to Mercari.

Thumbnail of user risal5
1 review
7 helpful votes
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May 22nd, 2018

Mercari is very difficult to reach, by phone or email. You're on perpetual hold which eventually ends with an operator letting you know that no one is available to take your call and hangs up, and emailing them using their app or website always says there's an error with sending them a message.

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear you've had trouble reaching us! We have limited phone support, but you should be able to reach us by emailing contact@mercari.com or Direct Messaging us on Facebook or Twitter. Thanks!^DE

Thumbnail of user phyllisc62
2 reviews
6 helpful votes
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May 17th, 2018

They charged me almost 2 Grand too my credit card and do not even have the app! My mother tried them and got ripped off as well! She sold a gold ring and the lady said it wasnt real! No one to contact! Couldnt get a person to talk to! Rip off Ill be glad to talk to anyone! Phyllis paine Carruth on fb please ask Ill tell the truth! Im pissed

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear you've had trouble with a couple of your transactions! Please email at contact@mercari.com to see if there is anything we can do to assist you. Thanks!^DE

Thumbnail of user ericav115
1 review
0 helpful votes
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December 7th, 2022
Verified purchase

I did not receive the item as listed. I contacted the seller within 3 days. No response from seller. Mercari won't refund the purchase and auto completed a positive review of the seller and closed the sale. They will not remedy after several customer services messages. Don't buy things here.

Tip for consumers:
Don’t trust the listings or think you can get a refund

Products used:
None

Service
Value
Shipping
Returns
Quality
Thumbnail of user benjaminc212
1 review
2 helpful votes
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August 30th, 2020

My son recently bought a pair of shoes for $400 using Mercari. They turned out to be counterfeit despite being advertised as authenticate. We contacted Mercari right away but they refused to process the return and processed the sale instead. We tried hard to seek an answer as to why they would not follow their own policy of not allowing counterfeit sales. No luck. They refused to work with us. Terrible company, terrible customer service, no willingness to overturn a bad decision. Really disappointed. My son now owns a $400 pair of fakes. He worked a long time to earn the money to buy those shoes and now has a nothing to show for it. Tough lesson for a kid to learn that some companies have no interest in doing the right thing. Encourage anyone considering buying or selling with them to reconsider and to use a company that has some principles.

Thumbnail of user elal5
2 reviews
2 helpful votes
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July 10th, 2021

My personal data, e-mail and account number have been stolen on this website. I was robbed this way. The Mercari website did not react at all to this information. Customer service is awful and never helpful. They always responded "very sorry". My experience is that it is the worst sales portal on the Internet and there are very few places where you can evaluate them, because they either do not allow you to place comments or they control them. Please be careful!

Tip for consumers:
Never use this site

Products used:
Pants, Shoes...

Service
Quality
Thumbnail of user megk48
1 review
5 helpful votes
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September 13th, 2022

Sold, two, pieces of jewelry with five star reviews from buyers. Tried to send a third piece, they asked for authentication, I sent many pictures clearly showing emblems. They sent an insulting, rude email. Accusing me of illegal activity, closing my account and refusing to release money for two completed sales. Multiple emails and calls result in same insulting email. They are crooks.

Service
Thumbnail of user londaj5
1 review
1 helpful vote
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February 24th, 2022

Do not sell on Mercari!
App is not user friendly when you need to contact customer service. No live person to speak with.
You will get unexpected shipping fees that will wipe out your earnings. Waste of my time and my energy!… so Basically I'm working/selling items for Free!… giving my items away! I've sold items and received zero earnings!
Absolutely my worst online experience ever!

Thumbnail of user suec132
1 review
5 helpful votes
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April 3rd, 2018

Bought a coffee travel mug from there. Looked great online. Received and the lid didn't fit properly. Obviously it would need to fit properly so you can drink out of it. It did not screw on correctly. So I contacted Customer Service... you can't speak to anybody. Contacted through the website. Got a message that they will get back to me within 24 hours. That was a month ago. I've contacted several times since then and just gave up. Worst Customer Service!

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear you've had trouble reaching out to us! Please email us at contact@mercari.com to see if there is anything we can do to assist you with your mug. Thanks! -DE

Thumbnail of user kates285
1 review
8 helpful votes
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March 5th, 2020

I had recently joined Mercari and have been very active in selling merchandise. During this short period, I had to deal with rude customers trying to scam you by making bad reviews against you. A customer received a sheet of stamps packed in a clear plastic bag with two pieces of cardboard to protect the item. The buyer claimed I didn't pack it right and they were ruined. They wanted to not only keep the item but wanted their money back. There are great buyers out there, but also a few not so nice customers.

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

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