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    Mercari

Mercari

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Overview

Mercari has a rating of 1.2 stars from 2,364 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 709th among Marketplace sites.

  • Service
    874
  • Value
    781
  • Shipping
    776
  • Returns
    768
  • Quality
    737

This company does not typically respond to reviews

Positive reviews (last 12 months): 1.6%
Positive
2
Neutral
0
Negative
124
View ratings trends
1238
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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.

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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.

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Reviews (2,364)

Rating

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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 dc179
Georgia
1 review
1 helpful vote
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November 20th, 2017

I sold an item on friday, shipped it out monday, and it was received and five star rated on wednesday. It is now the following wednesday (7days after rating) and I am still waiting for my money! If you can avoid this site please do so, they are the worst. Try Depop.

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

We're sorry to hear you haven't received your earnings for your sale. When a transaction is rated Mercari immediately releases funds to your account Balance. From your Balance you can request an ACH Direct Deposit to your checking account. If you're having issues receiving your earnings, please email us at contact@mercari.com so we can take a closer look.^DE

Thumbnail of user vickiw92
Indiana
1 review
2 helpful votes
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January 6th, 2019

If you buy a item that the seller did not list all defects you can not work it out with the seller like you can eBay. You must send everything back no matter what if you can. Most sellers do not list most defects so you are on your own. You can not call, talk or reason with anyone.

Thumbnail of user lisaj1419
Ohio
1 review
0 helpful votes
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November 19th, 2021

Mercari customers are now scamming sellers and mercari is also stealing from sellers.Its best to not sell on this site. I am trying to get rid of some old stuff but once Im finished I am done with them. This is not a good to place to sell anymore. They say there are bogus usps charges will steal your whole sale.

Service
Value
Shipping
Returns
Quality
Thumbnail of user bethw675
Alabama
1 review
6 helpful votes
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August 22nd, 2023

I purchased a pair of shoes that fell apart when I wore them. They broke, split, lost parts and I had to work a 12 hour shift, as a nurse, with no shoes. I contacted Mercari and they basically said too bad. I did not tell them in three days because I did not wear the shoes. They rated the seller and gave them the money and refused a response. I then decided to check their BBB status which is 1 out of 5. Don't buy anything from this company.

Thumbnail of user richardr194
Oregon
1 review
3 helpful votes
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September 11th, 2017

We had to make a claim to our credit card company, because the product showed up damaged and in stead of returning our money they quit emailing back (note no phone number to call) and closed our account. We made a claim to the credit card company and after 6 weeks the credit card company refunded our money saying they found in their investigation a error had occurred.
Mercari keeps sending us emails now asking us to return to their site because we have not purchased lately.
Don't waste your time or loan this company money, we wasted a lot of time to recover $25.00, but if we had disputed this they would have gotten away with it. How many other people have they done this to?

Don't make our mistake and use this company!

Thumbnail of user virginiad1011
Michigan
1 review
0 helpful votes
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February 2nd, 2024

I do have a Mercari account but I have NEVER EVER PURCHASED or made any kind transaction
My account have no transaction history what so ever I'm so upset 264 they took claiming for a hat but customer service has no address
Took it sent it back then took it again

Tip for consumers:
I JUST WANT MY MONEY BACK PLEASE ASAP

Products used:
NOTHING MY MONEY HAS BEEN STOLE

Service
Value
Shipping
Returns
Quality
Thumbnail of user lisas1097
California
1 review
8 helpful votes
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June 25th, 2019

The sellers advertise one thing and send another, you cannot refund if you have already gave a review. You can never get in contact with customer service and this site sucks! Stick with amazon and eBay.

Thumbnail of user jennys214
Maryland
2 reviews
0 helpful votes
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September 27th, 2021

If a seller needs customer service to correct an error due to app's glitch, you're out of luck. After numerous emails back and forth they never correct an issue as a courtesy to a seller. All email replies are not personal, just a bunch of statements they're told to write. Don't expect personalized customer service and/or seller protection.

Service
Value
Shipping
Thumbnail of user jenc109
New York
3 reviews
16 helpful votes
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August 24th, 2019

They grant buyers returns without telling the seller why or giving the seller the opportunity to defend themself or the item. So now my item went to a strangers house, was damaged by them, then returned. So I am out payment and the ability to resell. I deleted my account! Stick with poshmark... better policies and more reputable.

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Per our Marketplace Guidelines, buyers have the right to request a return if they report that the item they received fits any of the following criteria: The item is not as described in the listing, counterfeit, damaged in transit, received empty, or the wrong item received. Please note that all return requests must be submitted within 3 days of the confirmed delivery date and the transaction must not have been rated. Once a return request has been submitted, a case will be opened, and our Customer Experience Team will ask the buyer for pictures in order to verify the return. If the claim is approved, the buyer will receive a prepaid return label and must send the item back within 3 days. The transaction will be canceled and refunded once the seller has confirmed delivery of the returned item. If you'd like additional details or assistance, please reach out to our Help Center to speak directly with our team. -Team Mercari

Thumbnail of user keelys27
Florida
1 review
1 helpful vote
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June 13th, 2022
Verified purchase

I've had 3 good experiences purchasing items on Mercari. Buying is easy and it's easy to sort searches and save items you're interested in. HOWEVER - the biggest drawback is that Mercari makes it difficult - nearly impossible - to contact the seller directly. They only provide a place to message the seller, and there is no guarantee that the seller is receiving the messages, unlike eBay, which allows you to contacta seller directly either before or after a purchase. If you enter the wrong shipping address by mistake, for example, you have to cancel the item because the seller is obligated to se fond to whatever address Mercari has on file for you at the moment. Customer service does not guarantee any reply from them in less than 48 hours, so I would not make any purchases from Mercari unless you are absolutely sure about everyn aspect of it. It's overall a quite rigid, NON-user friendly platform.

Thumbnail of user lindah2128
Virginia
2 reviews
2 helpful votes
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October 1st, 2021

I've had 2 issues with Mercari recently. One as a seller where a buyer requested a refund on an item I didn't sell him. Mercari sided with the buyer even though I pointed out the photos he submitted came from another seller. Thankfully, when I emailed the buyer he didn't go though with the refund. Second, as a buyer, I ordered a women's medium shirt but received a kids medium. I requested a return and refund since it was advertised incorrectly but Mercari said returns for the wrong sizes is not part of their return policy. The item was incorrectly listed in the women's section, how is that not a part of a return policy? Do not recommend them based on customer service.

Service
Shipping
Returns
Thumbnail of user rose79488
Illinois
1 review
0 helpful votes
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June 22nd, 2023

My husband had an account and he was banned because it was on my phone dont use or buy from Mercari I use marketplace on facebook.
No customer service no help no phone number worst service ever the CEO should shut down mercari if your gonna ban people that just joined and needing to sell quickly

Thumbnail of user marshaj133
Wisconsin
1 review
1 helpful vote
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December 30th, 2022

I recently purchased a stuffed animal that came with a pungent perfume smell. Although it had tags, it was not new or even gently used. I asked to return and was told that "odor" cannot be determined from the requested pictures and the request was denied. I was not allowed to leave a review for the seller, because according to other buyers, Mercari won't publish negative reviews. BEWARE this site. The sellers are not vetted.

Thumbnail of user saineah1
Washington
1 review
0 helpful votes
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November 22nd, 2023

I have placed like 5 orders on this app and none of the orders get shipped. Sellers just waste your time, energy and money, this app has no backup for customers except for wasting their time, I have even trying to place orders since a month and no order gers past the shipping process 0 star app review and service.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jessicar382
Florida
1 review
7 helpful votes
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March 16th, 2019

I sold a pair of 200.00 shoes that were in excellent condition for 40.00 after the lady talked me down from a much higher price. She received them and said they were used shoes which I stated they had been worn. She requested a refund and they gave it to her. Either way that is fine but what is of concern to me is that I accidentally hit the wrong button that said do u want the buyer to send item back. My thumb hit wrong button on accident and I tried to fix it. I contacted mircari and they told me they can't do anything about it and they locked me out from being able to ask the buyer if they would like fly send my shoes back. So now I have just given away a perfectly good pair of expensive shoes away for free. I'm beyond mad over this. Customer support is awful and the responses take forever to get back. I'm canceling my account and going to sell with OfferUp and eBay

Thumbnail of user sethm174
Texas
2 reviews
0 helpful votes
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February 10th, 2022

The first time I ordered from mercari the seller broke my sunglasses and didn't send them. I have ordered since then a few times and every time it's taken about 2 weeks to get a product, it's beyond unbelievable that these people won't ship these things out on time and they lie about shipping them out. This is a fact.

Tip for consumers:
If I was you I would choose Facebook marketplace or any other place if you want to get your product in two weeks or under.

Products used:
Sunglasses, that is all that had showed up. I'm waiting on a security camera, a cell phone, a cell phone case, earbuds etc. none of these products have been shipped out to me, I ordered them over a week ago. I tracked them it says they've been sitting in New Jersey for a week, some of them other places sitting in Dallas for a week. I get text updates on the delivery status and nothing ever arrives here, like I say only one product is ever arrived.

Service
Value
Shipping
Returns
Quality
Thumbnail of user karenh3230
Texas
1 review
1 helpful vote
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February 20th, 2022

I am done selling with Mercari I'll try another platform. It's sad but they don't care at all they say they are happy to help in reality it's all talk. The customer that ordered my bosu ball to workout complained that the box during shipping was bad which was out of my control. Also she complained about the bosu ball being damaged. She assumed because the box was damaged the item did too. The ball was delivered to me like that originally from Walmart. I used it maybe at the most 3 or 4 times. I'm here to state the truth and if she has assumptions about it all that's not my issue. I was civil and I am honest not wasting my time on that person that doesn't even know me neither Mercari. Some people just don't need to be around you at all. Period including companies that are just ugly.

Service
Value
Shipping
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Thumbnail of user raulb88
Georgia
1 review
0 helpful votes
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October 12th, 2022
Verified purchase

Mercari was referred to me based on some where one could get an item at a more affordable price. After using Mercari since 2021, I have found misleading practices that tailors to the sellers. Buyers are at the mercy of the what is said or not said in the description or pictures. Pictures don't always show all angles of a product, nor does it show the quality. After contacting the seller (same day product received) with my dissatisfaction with the product and then Mercari, they determined that no refund will be issued. Frankly, I was surprised. With no mention on the description, nor did the pictures show the details. I feel like it is like rolling the dices because the return policy is not fair towards buyers. In fact, if you are ok with buying the item with no intention of returning, this may be a good fit. BUT if you would like the peace of mind of possibly returning the product if you are not happy, this might not be the company for you, and me for that matter.

Tip for consumers:
Return policy is not correct. It might as well say no returns.

Products used:
Sporting goods!

Service
Value
Shipping
Returns
Quality
Thumbnail of user austinm380
California
1 review
0 helpful votes
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September 11th, 2022
Verified purchase

Made a couple separate orders for a couple shirts. First seller never responded, ended up canceling. Second order the seller claimed they shipped. I ordered on the 1st of September and got tracking that day. Today is the 11th and my tracking said usps was still waiting for the item and that the shipping label was created. I ended up canceling that order as well. Luckily I'll be getting a refund but I basically donated 20 bucks to this person for over a week lol. Useless app. Weird thing is both sellers had great reviews. I came to realize the review system in Mercari is complete bs.

Mercari will award sellers with 5 star reviews as some sort of automated system. So a lot of the 5 star reviews are actually fake. You can see this by simply clicking any sellers reviews. Stay away from this app..

Tip for consumers:
Stay away from Mercari.

Service
Value
Shipping
Returns
Quality
Thumbnail of user kellyt145
New York
1 review
3 helpful votes
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November 1st, 2018

Don't recommend to sell on Mercari! They don't have developed customer support. It's not possible to reach them by phone, if so, anyway they are not able to resolve anything! I posted Burberry Scarf, NWT, sold it and sent to the buyer! And after 2 days they sent me notification that my account is suspended, they would hold my funds! I called them and the reply was" go to your carrier service and recall it back"! What? It's not necessarily to have receipt for all items you sell! Before posting I checked the similar listings! I'm my opinion, they should not allow to list if something wrong, not inform after it was sold and sent! And they closed my account for nothing!

DO NOT use Mercari!
Thanks

Thumbnail of user jackh936
New York
1 review
0 helpful votes
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February 26th, 2022

I made a purchase thru Mercari, when I received it it was not as advertised. I confronted the seller and she agreed to a refund, but trying to deal with Mercari is impossible, so I had to give up. I hope nobody else gets taken by this company

Tip for consumers:
Truth in advertising

Products used:
Lighters

Thumbnail of user marilynp411
Florida
1 review
1 helpful vote
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May 9th, 2022

Read my story! It's real, you can even see my nickname on Mercari in the photo below!
I started selling 2 t-shirts on Mercari, the buyer received the goods and the payment is in the balance $39.
I withdraw it to my bank account but it gives an error and they deducted the withdrawal fee of $2, the balance is $37.
I changed my bank account and withdrew again but it said "adjustment" minus $37, I opened the case and they said my account was closed, they didn't mention anything about my $37. Where to go.
Mercari in Japan and they rob the Americans, boycott it!

Service
Value
Shipping
Returns
Quality
Thumbnail of user bridgetth28
Ohio
1 review
0 helpful votes
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August 8th, 2022

They allowed someone to purchase $1400 worth of men's shoes from my acct, with a credit card if mine that I did not have on file and shipped to 2 diff states nowhere near me! I live in Ohio and they allowed transactions on a card not on file, but used, to ship shoes to CA and NY? And, most recently purchased shorts from a seller who would not respond or mail item yet they won't let me rate her…. Weeks after she didn't mail or respond? Stick with EBay and Poshmark!

Thumbnail of user rachelh1039
Texas
1 review
0 helpful votes
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October 12th, 2022

They provide absolutely no protection for their sellers. Buyers can purchase an item, and if it does not fit, they are allowed to damage it themselves, request a return, and it will always be approved. This has happened to me twice and I the items were sent back to me in unsellable condition - not at all the condition they were in when I shipped them. It takes a lot of time to list things on this site and it's absolutely ridiculous that there is not protection for sellers. Figure it out, Mercari.

Thumbnail of user conniew253
Pennsylvania
1 review
1 helpful vote
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August 22nd, 2020

The buyers and sellers are cheap skates they all want something for nothing the buyers and sellers make u lower your price till they pay what they want you to pay otherwise they just like it were u will drop your price this is not a selling website at all this is for people who want $#*! cheap as dirt

Tip for consumers:
Start your price high than what u want for it because they chew u down if u want 30.00 for something most of the time who ever is interested will try to text u 20.00 for something for something like worth 150 better post 180.00 because they chew u way down to purchase it for what they want to

Products used:
None

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

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