Mercari

Mercari's customer service policies are absolutely ridiculous and their claims to be a sustainable company are also highly questionable. I had a very bulky item arrive damaged because of the seller's fault. I offered to accept a small refund, even in store credit, in order to replace the part that was broken. I argued with customer service that the refund I was requesting was a lot less than Mercari would have to pay to refund me my original shipping costs + ship item back to seller. On top of that, I was returning a broken item to the seller, who would have to invest to repair the item, or throw it away.

My solution was perfect for all of us, but they provide "no partial refunds". BS policy, IMO. Never buying again from them, one of the reasons I buy second hand is to feel good about the planet, I don't want broken 45 Lbs items being shipped back and forth

I purchased China dishes from the Mercari site. What I received some pieces that were still intact, but many broken pieces. Mercari was completely non-responsive at first. Then emailed me on the need for front and back photos of damaged pieces. I had no issue trying to put pieces together in order to take photos, but wanted to know if I would be responsible for return shipping costs. I also wanted to know if I needed to purchase more packing material because if I returned items the same way I received them, more would get damaged. I was already into the purchase $200 and didn't want to spend more with no promise of a return. I could not get answers to these reasonable questions! Their site could accept the number of photos they requested. When all of these was mostly resolved, Mercari closed the claim without action. I have not heard why. Below are several of the 30 photos Mercari had me take for no reason. Again...BUYER BEWARE!

After seeing a bunch of handmade items that are under copyright infringement, you can report the item, but nothing gets removed. This leaves a lot of room for sellers to get sued, and these are prohibited items in Mercari's own help section. So, if item isn't removed and someone buys item, Mercari makes money off of something that is under someone else's copyright. Irresponsible.

I bought a particular brand of pants but I received a different brand. Contacted the seller with several messages but no response at all. The seller's name is Emily Zeh. Then I tried customer service. They were absolutely no help at all. Refused to give a refund even with pictures showing they didn't ship what I ordered. This site has the worst customer service I have ever dealt with. I'm about to dispute my purchase through PayPal.

Absolute BS. Have a money back guarantee if you buy a broken item. What they don't tell you is until it's delivered to the seller you won't get the refund. So when you have a petty seller that sold you a broken $200 xbox and knows its broken. They won't accept the delivery of the item. Therefore no refund. Mercari has been 0 help and said until it's out of transit there's nothing they can do. But this item will stay in transit because the seller won't get the item because they're petty. Mercari said yesterday if it happened again I'd get a refund so I message today saying ups tried to deliver again and same thing. Guess what I get "we can't do anything because it's still in transit" same bs spill as yesterday.

I recently bough a pool cleaner,aparently like new with very low use, when it arrived it was missing the rubber tracks,the seller said he will send the missing pieces and never did and After 3 days no further claim can be done,customer sevice said they can't do nothing

I'm a posh ambassador on Poshmark, I've always had a great experience. I wanted to give this app a try but it's really worth it? No it's not. In two different occasions Buyer said that my item was broken even though it was packaged and wrapped perfectly and when they asked for a return I was only told that the return it was approved I didn't see any photos I didn't see any complaints there was nothing which seems really absurd to me not to have a word on it. They work with zero transparency and credibility. Never again

The people that operate Mercari can chalk themselves up as less than human. Even when communication between buyers and sellers is legitimate and Mercari stands to gain a large payout from a sale they will delete messages. Conversations can't take place in depth there at all. Their selling and shipping rates are some of the highest. Complete garbage platform. Screenshot for proof. They delete anything they don't like.

I will never buy on Mercari again. I ordered Ralph Lauren cologne that was listed as "New in the Box". When I got it, it was a complete fake. I could wipe the Polo guy right off the bottle. I could see the water marks from the stencil. (See Pic) Looking back... it's kinda funny. Mecari did refund my purchase price after I had to go to the post office to return it. However, they did not provide the opportunity for me to rate the seller. They took that option away. The seller has a 5-star rating...now I know why. You cannot rate them after a return. I clearly was not going to rate while waiting for my return money.

All Mecari would say is, sorry you did not enjoy your purchase.

I will never do business with this company ever again as a seller or a buyer. As a seller you get no protection and they always side with the buyer. You get a lot of crazies. I will be pulling all my items from this site. Had a buyer request a return because she did not read the description on a pair of converse shoes listed as juniors size 5/women's size 7. People cannot be this dense. I will just give away my stuff like I did before because I sure don't want to deal with people who don't have any reasoning skills.

Mercari fails follow own policies re returns. They violate their return policy repeatedly. They also mostly promote Japanese products and helps them get most sales and higher $ they do wrong things. They make wrong decisions on returns violate policy

I won't order from them again. Some of what we ordered arrived broken and there is really no way to contact the seller (who I am sure would have liked to solve the problem) and if/when you do finally reach someone they really have no interest in being helpful. We decided it was best to write it off, but won't do business with them again.

I bought a product worth $300+ from the Seller which was shipped to the wrong address. I reached out to the Seller but received no response. I contacted the Mercari customer service to assist but they noted that once a product has been shipped they cannot help. This is terrible Buyer Protection.

I've been selling a ton of hypebeast items for the past few years and I find it that even if the product is authentic, if the buyer wants a return then it will be approved, no matter what! The buyer will lie and say that it is not authentic and mercari will side with the buyer.EVERY SINGLE TIME! Mercari should really be siding with me (the seller) because they make so much money from me just for selling it. I sell something for 1000$ mercari will then proceed to take 150$+ from me. I hate mercari and there platform. We need a new app that is the same thing but sides with the sellers.

It you need to reach out to customer support for any reason it will be the biggest nightmare. It is a robotic copy and paste message. Try to stay away it is not worth it.

Unbelievable! Stanley mayhem strikes me! I'm furious! I bought 2 Stanley's and my gut told me not to, but I really wanted to buy one for my friends… 200 dollars and I'm out! No idea how they will resolve this issue but I'm furious for being the freaking idiot who fell for it!
Don't buy from here or just be so careful!

I ordered something on 1/26 and after messaging seller several times, she then decides to block me from her after I've purchased an item. I reach out to Mercari because seller is supposed to ship out in 3 days. When I contacted Mercari they contacted seller they marked it as dropped off, fast forward it's now 2/7/24 and I still don't have my item nor my money. Mercari told me I could cancel on 2/2/24, but bc seller refused and marked as cancelled I have to wait. Now Mercari is telling me to contact the delivery service seller used which is UPS, UPS has opened an investigation into where the package is. Mercari said I have to wait until 3/2/24 now for them to help me smh! This is beyond ridiculous and to top it off the seller unblocked me long enough to send a taunting messaging saying how do I like waiting. I have added my pictures below! Once this is selected I'm deleting my Mercari account and never ordering from them again!

I ordered a hair piece on this site and was sent a garlic crusher 2 weeks later. The help desk said the sale was final and nothing they could do. And of course the seller never communicated with me whatsoever. How is this place still even allowed to sell things on the internet? They should be banned!

Item arrived damaged. You must contact them through their app. There is no option for reporting a damaged item, and contact is only available by answering questions. There is no question about damaged items, you you never get to contact customer service. They apparently do not have an office in the US. I would not recommend buying through Mercari.

I purchased a vintage toy for just under $200 from a seller (buyitnowfromsandiego). I paid WAY more than I should've because it was advertised as a complete set. I received a soiled, ripped, moldy set. I immediately contacted the seller, who refused to refund my money and promptly blocked me. I contacted Mercari- they said the toys looked fine to them. Are you kidding me? Bunch of thieves! Oh, and let's not forget how they blocked my 1 star review of the seller- she looks like she has 5 stars. Of course she does! They delete the bad ones.

What a JOKE! I purchased a vintage toy for just under $200. Mind you, the toy was less that $20 new. Check out what I recieved for $200 in the photos. Filthy, reeks like mold, torn, complete junk... and Mercari refuses to remind my money. Stay away from the joke of a site!

They allow sellers to sell filthy clothing. Deny your request to return. Close your case to turn around and rate the seller 5 stars. Where in the world is it ok to sell dirty items and then reward the seller 5 stars? Customer service dismisses your issues and closes your case. DO NOT BUY FROM MERCARI! Try using Poshmark, FB Market Place or ebay where they aren't bias and dismissive!

This company is so dirty! We bought a toy for our child for Christmas, and it didn't work. When we opened it, we could see that the battery compartment and been meddled with. But since it was a gift, we didn't open it within the 72 hour window to make sure it was all functional. The sellers are dishonest and Mercari doesn't do anything to penalize the behavior. I will never be shopping here again. $50 out the window, and all they said is, "We understand that our Policy regarding completed transactions isn't what you expected but we appreciate your understanding.
I know this transaction didn't go as planned but I hope your next experience is one of the best."
What a bunch of garbage! There will be no "next experience."