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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

Timeframe

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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 parisd14
New York
1 review
5 helpful votes
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September 26th, 2017

Buyers and sellers be aware. They will suspend and revoke you in the blink of a eye without explaining! And accuse you of such horrible things without ever asking you! Customer service is impossible! They take 10 percent of the sales and take forever to respond which is never a detail response always super vague and normally unhelpful in my experience! You can never be careful enough! Rank up 100s of great rating for them just to take it all in blink of a eye for false assumptions on there part!

Thumbnail of user hars5
Florida
1 review
0 helpful votes
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December 18th, 2021

ZERO customer service! Just a runaround. They grab your money and then will not answer questions! No way to contact the actual seller, just the corporation via email and then it is a runaround over a period of days with no answers!

Tip for consumers:
Don't use them!

Products used:
Crocs

Service
Value
Shipping
Returns
Thumbnail of user charlottep120
Texas
1 review
11 helpful votes
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May 22nd, 2020

I didn't receive a purchase even though post office says delivered. Seller insured it but Mercari won't credit my credit card and will only give credits to their site for future purchase. They tell me to work with the post office. The post office isn't going to do anything for me. It's the seller who shipped and had the insurance. This is not the first time post office didn't deliver a package to its intended party. Do not buy from them. They are not honest and do not want to work with a customer!

Thumbnail of user dagurrie
Florida
1 review
0 helpful votes
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September 15th, 2023

I recently purchased an item on Mercari that was incorectly identified by the seller as steel. When received it was plastic. I tried to contact the seller twice through Mecari no response. The only option was to return the product and according to Mercari I had waited beyond the 3 day limit. So I'm stuck with a product I can use and out $54.

Tip for consumers:
Mecari's web site leaves much to be desired. If you attempt to contact the seller through their messaging center it means nothing. The only way to dispute a product is through the sites return function which must be completed in 3 days from receipt or you can kiss your money goodbye.

Products used:
I'm looking for the right product made from steel, not plastic.

Service
Value
Shipping
Returns
Quality
Thumbnail of user aliceh171
California
1 review
6 helpful votes
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October 16th, 2019

Over the years, I have sold on sites like ebay and poshmark and I have NEVER experienced the same thing as I did on Mercari. About two weeks ago, I sold a Rebecca Minkoff purse, paid for the shipping label, and shipped it the day after. Not only did the item conveniently get "lost," but then the buyer cancelled it after I had shipped the item!

Mercari just took the commission so I am out of pocket. Tried to get into contact with them--no phone line available. Sent them an email but I guarantee they won't try to remedy it--even though it was through their app and tracking number (for shipment).

Thumbnail of user matthews915
Arizona
1 review
5 helpful votes
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February 12th, 2020

I'm extremely disappointed. I'm a 5 Stars rated seller on Mercari. I've been carefully following all their rules and today for my surprise, I received an email saying my account was CLOSED because I have more than one account and it wasn't allowed. The thing is, I don't have a second account, so I wrote to Mercari explaining there was a mistake and asked for help to fix it. I got their answer saying after a review my account would remain closed. I can't believe what horrible service they offer to their sellers. I did not do anything wrong and got my account closed without any warning or further explanation. It's so frustrating because I put SO many hours taking photos and adding my listings. They should at least ask for an ID before They make such decision. I was doing a hard and honest work and did not deserve this. All I can say is that MERCARI has zero consideration and respect for their sellers.

Thumbnail of user cs1267
North Carolina
1 review
0 helpful votes
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May 29th, 2023

I wish I could give s 0 rating. Site forced me to purchase a fake account item after I disputed and asked for a cancel. Yet when I wanted to just resale the same item they prohibited it for not being authenticated. I did not post that the item was real and I submitted all the necessary documentation. When they sent me notice that my sale was prohibited and I questioned why, they emailed me that they cancelled my account. Please do not order on this site they will rip you off! I was simply trying to recouped do of what I lost since I never wore them and didn't like them, thought maybe someone would. They have a feature to resale but in my case it wasn't allowed, wonder why?

Tip for consumers:
Not a trustworthy site and they force you to pay

Products used:
Shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user michellek1773
California
1 review
1 helpful vote
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January 28th, 2023
Verified purchase

I ordered a pretty pricey ceramic bread cloche from a seller on Mercari. The item arrived while I was on vacation. I arrived home and immediately opened the package and found the item shattered. The item was not packaged properly and with the reviews I have seen on this website it wouldn't surprise me if the seller sold the item already broken. I had a really hard time finding anywhere on Mercari's website to report the issue, so I requested a refund. Mercari's customer service rejected my refund as I was 1 day over their 3 day limit. I even sent them my airline boarding pass to let them know I was on vacation. Their customer service is worthless and I will never purchase another item from this company again. I really wish I would have done more research before I purchased anything from them.

Tip for consumers:
Run as fast as you can from Mercari.

Products used:
I have purchased a few clothing items which were fine, but the item I had an issue with was not usable.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jeffa536
Florida
1 review
3 helpful votes
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March 31st, 2021

Trash company don't waste your time and money you'll get scammed I bought a Samsung galaxy note 20 ultra from a seller name's Cellectronicz I received an empty box file a claim they closed my account and I lost my money I'll have to go dispute the charge with my bank, again don't do it.

I reach out to support only get a robo response and no help. This is unbelievable, worst part is that I can see the scammer has another fake android ad up while my account is banned. The customer support is non-existent believe me.

Tip for consumers:
It's a scam don't do it

Products used:
Cellphone

Service
Value
Shipping
Returns
Quality
Thumbnail of user symonep7
New York
1 review
0 helpful votes
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October 28th, 2022

Never trust a site with your money that doesn't have a telephone number or a valid email with people who actually respond. They play with your money. They have rules that pop up in the middle or the end of your transactions that make it almost impossible to receive your money. This whole site is a scam. Even if you do get your money, it took months or just was really hard. Do not use this site

Service
Value
Shipping
Returns
Quality
Thumbnail of user alfreda136
Kentucky
2 reviews
0 helpful votes
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June 22nd, 2022

Please becareful using mercari. Bad services and very unprofessional. Stay away if you can. I bought a laptop from there and when I complained is not working the support sent a message telling there is nothing they can do since I have already rated the seller. It was my first time and a very bad experience. Avoid them

Thumbnail of user bradl633
Texas
1 review
0 helpful votes
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March 16th, 2017

Made 2 great purchases. But the buyer has essentially no normal recourse for being extremely unsatisfied. Doesn't fit. Too bad. Smells horribe. Too f***ing bad. I wouldn't recommend using this app. The items are cheap though. Basically a garage sell online. But no returns unless the size was improperly listed

Thumbnail of user amyg135
Texas
1 review
3 helpful votes
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November 18th, 2017

I listed an iPad and if sold but I didnt know I had to wait for payment. How do I know my Mint condition Ipad wont be damaged by buyer before they complain?! Im cancelling that deal. Thanks for the warning.

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Thanks for leaving feedback regarding your selling experience. I understand your concerns about the potential of receiving a returned item in a condition you did not send it in. In the case a buyer's return request is approved, a seller will have an opportunity to dispute the return within 24 hours of receiving the item. If we find the item was not returned in the condition it was sent, we'll make sure the seller is compensated. Please send us message at contact@mercari.com if you have more questions about return disputes.^DE

Thumbnail of user allenj81
Ohio
1 review
12 helpful votes
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January 2nd, 2019

I sold over 100 items on this site with 5 star feedbacks. One buyer decides he wants a freebie claims I sent him a counterfeit Apple Watch band. I can easily show proof of what I sent. After 1 complaint mecari suspended my account and let this guy have a free Apple Watch band. The buyer was * Stay away from this site. It promotes scams and throws people under the bus. Customer service is crap. Their bbb grade is a F. Stay away!

*Personal information redacted by admin

Thumbnail of user edwinl114
Texas
2 reviews
0 helpful votes
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October 31st, 2021
Verified purchase

Bought an Item that was supposed to be new, it wasn't. No possible way to contact seller or Mercari. Finally found & initiated return. Once you can contact Mercari, you have to sit & wait for them to reply, no way to contact except reply. Also my email has been cluttered with sales ads from them & if yo click "Unsubscribe" it takes you to an page that says "This site can't be reached". I also don't like seller ratings. If you don't rate a seller within 3 days, Mercari auto-reviews the seller for you. If you get CRAP & return it - you can't rate the seller so as to warn other buyers. Seller ratings can't be trusted

Products used:
Didn't use because the shaver was used & inside was full of beard clippings & skin cells

Service
Value
Shipping
Returns
Quality
Thumbnail of user nikao5
District of Columbia
3 reviews
1 helpful vote
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March 5th, 2023

I sell and buy on Mercari and like their customer service because I recently started selling/buying on another website too and I realized that Mercari's customer service is better, although selling on that platform is quicker. Unfortunately, if you buy trash or fake on that one, their customer service won't take it seriously, will be slow, whereas Mercari will support you and straight away. So now I am more confident in buying from Mercari. Knowing that if you are scammed, they will let you return it, gives you peace of mind. Thank you Mercari.

Thumbnail of user allenm397
Virginia
1 review
0 helpful votes
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August 11th, 2022

Don't need to download the app to buy something but you sure as hell do if you want to get any help when there's a problem. Downloading their app on my already full storage in my phone is a big problem. With that worthless app on my phone it is slow and glitchy and keeps crashing. The number that you call just runs you around in circles. There is no live person to talk to if you need help. Overall mercari is a horrible place to shop with no customer service

Tip for consumers:
My tip for users on this site is don't use it. It's a worthless piece of crap

Products used:
Still waiting on my product

Thumbnail of user michellem1270
North Carolina
2 reviews
3 helpful votes
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July 2nd, 2022

I don't recommend selling on Mercari. If you're selling something really lightweight you shouldn't have any problems but heavier items you'll likely get charged extra fees AFTER the item has already been delivered. I weight my items and put in those exact weights when choosing shipping costs and it's never right. I always get charged between $6.00 and $10.00 extra when I know the weight I chose is correct. 2 times they made me purchase a whole new shipping label so I end up making $2.00 on something I should've made $15.00 on. Poshmark is better! Poshmark has a flat rate priority shipping close to $8.00 and you never get charged extra. I've also been scammed on Mercari 2 times and never got my money back.

Service
Shipping
Thumbnail of user cindyz67
New Jersey
2 reviews
0 helpful votes
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May 11th, 2021

1. There are plenty of spam buyers. They receive the item and damage it so they can have a legit reason to return.

2.If you buy 'brand new' electronics or appliances here and the device breaks down shortly after confirming receiving the item. They have NO responsibility. You can just open a dispute with credit card and get your money bank. But they will ban your account by saying you scammed you Mercari, becasue the stuff you received was 'as described' and you just wanted to get it with zero cost

3. Awful customer service, no customer phone number at all. It took then half a year to reply to my ticket.

Products used:
Face brush

Service
Value
Shipping
Returns
Quality
Thumbnail of user jasminr13
Florida
1 review
1 helpful vote
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May 16th, 2019

Do not rate or you will lose your money with no exception! They rush you to review the item. And then you find out afterwards you can't return it because you did the review. Just unacceptable, I purchase a 427.00 item to fine out from my mechanic that the item was discontinued and defective, I called right away and never get ahold of anyone and calls were being drop for being on hold to long and to find out the email I been sending to was incorrect. It was misunderstanding as a first time customer. The help desk was no help what so ever. Gave a $5.00 coupon for my next purchase. There will not be a next time. I spent way more than a 5.00 coupon.

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Thanks for your feedback and we apologize for the lack of clarity in our rating policy, Jasmin. As ratings complete the transaction and release payment to sellers, we're unable to process or submit a return request after that point. Our return policy is that a buyer may request a return within 3 days of confirmed delivery if the transaction has not been rated and meets one of these criteria:

- The item is not as described in the listing
- The item is damaged or lost in transit
- The wrong item is received

Thank you for your understanding.

Best Regards,
Team Mercari

Thumbnail of user johnt2587
California
3 reviews
0 helpful votes
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August 7th, 2023

No matter what I tried, they wouldn't or couldn't verify my card. I called my card company and told them I was trying to buy a power wheelchair from Mercari. They removed all restrictions for them plus I had enough money on it. I still did not get past verification. Over the course of four days, I corresponded with customer service twenty times and made countless attempts to buy it. Today I gave up.

Tip for consumers:
Their customer service telephone number is DISCONNECTED!

Products used:
None since they couldn't even take my money.

Service
Quality
Thumbnail of user steves150
New York
2 reviews
1 helpful vote
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January 29th, 2024

Was in the market for an Apple 20W charger and purchased one from a Mercari seller described in their listing as Brand Apple. Sent an e-mail back to Mercari stating the item received was generic and not an Apple brand. Sent pictures of the item received next to my existing Apple 20W charger where you can clearly see there is no Apple logo, the partner number was A2350 vs A2305 and an Amazon listing for a generic charger labeled A2350. However, in order to receive a refund Mercari is asking me the Buyer to have a third-party authenticator or the manufacturer confirm in writing that my purchase is inauthentic. This was actually my first transaction on Mercari and will never transact on Mercari again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user tylerf266
North Carolina
1 review
0 helpful votes
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October 6th, 2022

This company is no better than any other scam service available. They regularly jack their fees up for sellers and are constantly introducing restrictions that make it difficult for it to be worth using. They have zero customer service, zero care for sellers and buyers alike, and have zero regard for the business they are trying to "build".

Tip for consumers:
Beware of app in general, if a seller decides to scam you, good luck getting help from mericari. Vice versa if you are a seller.

Products used:
I am a seller.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lakinnie
California
1 review
7 helpful votes
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November 4th, 2019

The worse app to sell. I've been selling for years on different platforms and Mercari is so far the worse. I like to take good quality photos of my products and Mercari thinks it's stock photos. After I got my first warning, I've emailed them explaining the photos are mine and the model me and I could prove it. In the meantime, I got more warnings and for my surprise, my account was closed and they never even gave me the chance to show that I own the right of the photos. Ridiculous.

Thumbnail of user maxr76
Colorado
1 review
1 helpful vote
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August 6th, 2018

The few items I have bought and received went nicely, but I recently bought a new item and asked the seller when it was going to ship, no response for 10 days. Either a scam or the seller just doesn't care. Submitted a refund, but I wish my item would have just shipped.

Thumbnail of user jordanb96
Mercari R. – Mercari Rep

Hey Max,

Thanks for the support, we're so sorry to hear you had this experience with us!

Please know that sellers are impacted for not shipping their items within the desired time frame.

We're always happy to answer any questions or concerns you may have, just send us an email to contact@mercari.com.

Best,
Team Mercari

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This is Mercari: The Selling App. The fast and easy way to sell or buy almost anything.

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

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