Mercari

I purchased a large Rubbermaid tote (18 or 25 gallon tote) full of brand new baby clothes with tags and received a 12x12x6 inch box of used/washed baby clothes only 2 items had tags. I sent a message to the company within an hour of it arriving at my home (Thursday). I didn't receive a reply but knew a refund was being looked into because the app stated there was. I messaged the company again 3 days later in the morning (Sunday) and didn't receive a message back until almost midnight asking for photos. I sent the photos the next morning (Monday) at 8am and was sent a message a bit later on Monday stating my refund had been denied due to the lack of communication on my end... They said that they had sent me a message asking for photos and I just ignored the message. I sent them a screenshot of my notifications showing that I had not received any messages from them prior to the message Sunday night, the person acknowledged that I had not heard from them and sent the issue to their IT department. I was offered a complimentary credit to my account but at that point I was a bit weary to use a website that did not protect the buyer. I contacted my credit card company to receive a refund and explained to them exactly what had happened. Later that day or the next I received a message from Mercari stating I would be getting a refund and would not be able to rate the seller or return the items... That was one of the most frustrating parts of the entire situation... Not only did I have to fight for a refund that was clearly deserved because the item was not as described but then I was not able to rate the seller that sent it... I am guessing this happens all the time which is why so many sellers have good ratings...

I purchased a Dooney and Bourke handbag on Mercari. The seller was completely unprofessional she couldn't figure out how to make a label so she contacts ME "the buyer" to do her dirty work and asks if I will send her a shipping label to send MY purchase to me! It gets better... I say no, tell her it's been the alloted 3 days she has to ship it out before I can ask for a refund so she hasn't shipped it out so I want a refund. She tells me NO I cannot have a refund and that she'll be shipping the purse anyway. So, I contacted Mercari myself took all the proper steps, got nothing from Mercari except generic emails that kept saying the same thing over and over and over. So I took it apon myself to secure my money another way and filed a dispute with my credit card company if Mercari was not going to do anything to help me "the buyer". I then started getting nasty emails from the "Mercari Team" stating I needed to remove the dispute with my credit card company and send them proof or my account with Mercari would be closed. I have tried to reason with them, explain my side of things, send them the conversations that myself and the seller have had showing her poor business practices and her unprofessionalism. Yet they still protect the seller, even when their wrong. Very wrong! I have made many, many purchases with Mercari and have NEVER had a problem, but unfortunately for me my account will be closed now because of one bad seller and a whole lot of crappy customer service!
BUYER BEWARE IF YOUR LOOKING FOR CUSTOMER SERVICE MERCARI IS NOT THE SITE TO BE BUYING FROM!

Cannot contact them, will not maintain their site properly, customer service is a joke!
STAY AWAY FROM THIS SITE!

My mother who is not tech savvy has had me helping her with cleaning out her closets. She posted a pair of brand new Ugg Mules for sale. The woman who bought them got my mother to agree to sell them for $38. My mother shipped them in Mercari's three day time frame. Over 24 hours after receiving them, the woman claimed they were not as described and were not the size stated. Within 2 hours, Mercari's "customer" service had approved a refund. When we questioned why, they told us they couldn't release any information about the customer's request, to ask her. We did - her response was not as described/ not size stated. When we continued and bucked Mercari explaining that there is no way and we needed to know what exactly was not as described and how the size was not as stated, they said we could be assured they had gotten pictorial evidence but couldn't tell us anything about it. A representative told my mother to ask for the item back and then when she got them back to open a dispute. She did. Now she has been told - we already approved the refund so we're sorry you're upset but forget it we aren't changing our decision - EVEN THOUGH there is pictorial proof that the woman's claims were false AND that there is NO substantive reason a refund should have been processed according to Mercari's PUBLISHED POLICY. Their customer service is absolute BS, and if you get the right person, they will give a refund for no reason just because you didn't like the item once purchasing it. And I am reporting them to the BBB as well for false claims.

And Mercari - don't even try to silence me by saying I haven't had a genuine buying or selling experience with you! I've been a member since 2017 and my username is BrookeM! I see where you are trying to silence others by reporting a "breach" - don't even try that BS with me! I'm so furious that I'm ready to seek legal rulings against your company!

I ve been trying to verify my identity on this platform for the past month AND A HALF and says my id is fake andvthey can't verify my identity saying my STATE ID AND MY SOCIAL SECURITY NUMBER ARE FAKE WHEN THEY ARENT THERE IS NO CUSTOMER SERVICE NUMBER FOR THEM WHICH MAKES ME REALLY SUSPICIOUS TO EVEN LIST ANYTHING SALE ON THIS PLATFORM AND ALSO BECAUSE THEY DONT ANSWER MESSAGES YOU SEND THEM FOR HELP TIL A DAY AFTER YOU SEND IT THEY HAVE BAD BUSINESS PRACTICES AND RIP YOU OFF WHEN YOU SELL SONETHING ON THEIR PLATFORM IVE BOUGHT 3 ITEMS OFF OF IT AND ONLY ONE OF THE WAS AS DESCRIBED AND 2 OF THE 3 SELLERS DIDNT PROVIDE ME A TRACKING NUMBER RIGHT AWAY AND WHEN YOU GIVE A SELLER A 2 STAR REVIEW THEY BLOCK YOU BECAUSE THE TRUTH HURTS AND A 2 STAR REVIEW HURTS THEIR IMAGE OH WELL THEN THEY SHOULD MAKE SURE THEIR ITEMS ARE AS DESCRIBED AND SHIP THEM WHEN THEY SAY THEY ARE GOING TO THIS PLATFORM NEEDS TO BE SUED AND HAVE A CLASS ACTION LAWSUIT FILED AGAINST THEM I ACTUALLY HAVE A PLATFORM I USE TO FILE CLAIMS AND I MAY HAVE TO DO THAT BECAUSE THIS PLATFORM HAS COST ME NEARLY 200.00NIN DEFECTIVE OR DAMAGED MERCHANDISE AND IM NOT HAPPY ABOUT THAT AT ALL BECAUSE I HAVE HARDLY ANY MONEY BECAUSE I CAN BARLEY WORK BECAUSE OF DISABILITY THIS PLATFORM ISCA SCAM F**K MERCARI IM DONE WITH IT IM SUING THEM

THIS IS A TERRIBLE PLATFORM TO SELL ITEMS ON. AVOID IT AT ALL COST. I CAN SEE A CLASS ACTION LAWSUIT ON THE HORIZON FOR MERCARI.

When I first signed up I thought "Finally a place to sell for no big fees", and while that is still true, I can't believe how customer service isn't very fair to sellers when a buyer wants a return based on false claims, never do they contact the seller to get their side on the claims. They decide if something is not as described based on what? I always list everything in the description, it isn't a sellers fault if a buyer doesn't read it, but the seller will get decided against. I think that unless the return department is knowledgeable in all items they cannot possibly make a fair decision. But, they don't want to upset the buyer, however if they are not careful they will lose sellers, and no sellers mean no buyers, which means no Mercari. I have bought on there as much as I sell so I understand that there could be legitimate issues, but some are completely false. So, your item sits until they decide against you, than you wait for the buyer to hopefully return the right item undamaged, and have to relist. Thanks, I appreciate it! If you get an honest buyer, pray they rate you, otherwise, you wait and wait to get your money, I mean they already have your item and if they decide to not rate, you have to wait 3 days, then start the request which means another day to wait and when Mercari gets to it, they will finally release your money. Seems completely reasonable to wait that long to get paid right? I mean as a seller you have 3 days to ship or that's it, you can be cancelled on that transaction, but buyers well, they can give you the run around to get paid and that's okay. Come on Mercari, you could be great but you are sabotaging yourself, stop allowing false claims for returns and trust me if I am selling lots of one particular item, I think i know what I'm doing, so if you decide one transaction of 30 is not as described, who exactly is the expert on that? I believe it's the buyer who didn't read the description, not that it's falsely described, I would rather pay more in fees elsewhere than continue to see this kind of customer service that is unfair to sellers. UPDATE: since writing this review things have gotten worse! As most reviewers are stating, and I touched on above, the customer service is absolutely horrible, a business can thrive or die on the quality of their representatives, and mercari's is slowly killing itself, most reliable, trustworthy sellers won't stay with a platform that cannot provide at least decent customer service. Smart buyers won't be willing to trust in a company that can't do something as simple as provide a basic, courteous, knowledgeable and timely service. I just, like today had yet another horrific experience with their customer service. Honestly, I am going to close my account down and just keep my business to a few other sites, I can spend my money anywhere and I can give my selling fees to anyone, but not these people anymore. Please be mindful and cautious if doing any transactions on mercari.

The shipment the customer shoud paid it but they charge me whene i reach team support they told me you can delate your account if you want

So I tell it like it is mercari has some bs fees the 10% fee for saling fee is high but I'll deal with that but when tag on processing fee that's bs so I had an incident last week check this out I just a funko pop to sell going to jersey from ny it weighs a pound do I pay the shipping I chose the USPS label and mercari sent me a ups barcode so I not looking bad to the customer I accepted it and delivered it to the ups store because staples dont accept barcodes for shipping i thought it would be 5.99 so when i checked after the fact in how much the shipping charge was it was 30 00 yes u read right 30.00 so i got angry i lost on the sell for the pop on what's it worth i called ups they said it isnt there fault call mercari because they generated the barcode and that does make sense i tried to call mercari and they dont do outside calls they only respond via email so I emailed them and they refusing to credit me the 30.00 they saying they generated a USPS label when it was false so this means they aren't admitting to there mistake and they ain't refunding the money such a travesty I'm so dissapointed I've been buying and selling in this app for like 2 years and they treating me like this

WARNING - DO NOT BUY FROM! Knock-off items, and NO CUSTOMER SUPPORT FROM MERCARI - sellers will block you if you ask about authenticity after purchase.
I had bought (2) - NEW GENUINE HP Q2612A Black Toner Cartridges and when I went to use them I contacted the seller and told them that both cartridges were printing black smudged lines across the document. I believed they were not original HP cartridges (as stated in the listing) and actually refilled knock-off ones and how can I remedy my issue - could they provide replacements.
I sent multiple messages to the seller to inform them of my issue and did not receive any response. They blocked me from asking further questions and now I get the message error: "You cannot buy, chat, follow, make offers, or like items listed by this user."
Mercari was no help when contacted as they stated they have a "3-day" return policy and said:
"Please note that Mercari users can block any user for any reason regardless of circumstance. I understand it does not seem like an ethical or polite thing to do, but it is not considered prohibited. Given this situation that these transactions are already completed, we can no longer process refunds and we treat these as the sales are final."
It was a replacement ink cartridge that I did not need to use until a few weeks later. Most on-line retailers offer at least a 15 day, if not a 30 day guarantee and most sites stand behind the products they provide for sale to protect the consumer from fraud.
So their retailers can sell an obviously defective or inferior product and as long as nothing is said within 3 days of delivery the buyer is out of luck. That doesn't seem like a good business model to protect consumers. In my books that's called a scam and does not give me a great deal of confidence in the sellers on the site, nor Mercari's credibility.

I bought an August smart lock on Mercari, and when it arrived, I inspected it as best I could. The box had the correct skew, all the parts appeared to be there, the lock appeared functioning and the WiFi bridge plugged in and connected to the internet so I approved the sale. I had to approve the sale before installing the lock because Mercari only proved you 3 days to approve the sale and it turned out the lock was not compatible with my deadbolt (no big deal, but I needed a locksmith to change it out and rekey it). Upon going to install the lock, I noticed something was off and realized when examining the TINY skew on the lock itself, it was a first generation version of the lock, not 3rd as the box said and the seller had advertised (years older and not compatible with any of my smartphone devices). Upon installation it became clear the battery compartment to the lock was jammed, rendering it unusable, and one of the pieces that appeared to have been in the box was actually just the outer plastic covering of the piece, not the actual sensor itself. In short, I recurved a broken old lock and there was really no way for me to know this, even with a good inspection of the product, until it was installed. I noticed the issue within 2 weeks of purchasing the lock and when I contacted the seller he blocked me. I notified Mercari, and asked they as least remove the 3 star review the scammer left me (what?), and they replied thanking me for letting them know, telling me they would investigate, but that, per their internal policies I would never know the result of the investigation and was never getting a refund. Worst customer service ever. I cannot believe I switch from EBay to them. I will be running back to them with open arms, happy to pay any additional fees for their transparency and relative integrity.

They kind of try and make up B. S to kick you off once in awhile because they have a computer based policying. You have to xall rhem and make them realize what really went on. You get a fair amount od sells unlike Bononza which I got 2 items to sell a month out of 1,000 items. That site was a waste of time. On this site you don't have to put up with all tne B. S that ebay gives ylu. Ebay is a complete waste of time. After you get all your items listed and realize. It might take a little longer to sell them this is a great site. Make sure you folliw thw rules and tgey don't harrass you lime ebay. Ebay will ban you on a guess that you might be a problem in tbe future which to me is discrimination. Ebay treats sells and buyers lime crap and is egotistical and that's why no one likes there site. This site you can actual sell a fair amount of items on it and tbey still keep kt fun They give you credits to buy tbings which is cool to keep peoe buying and selling on tbe site. Tbe fees are are the same as ebay but no paypal or processing fees to you save 3.5 % on all items. They have wieght class shipping prices and you save a ton of money on shilling items compared to ebay. You never screw yourself out of a bunch of money by covering a buyers shipling because you knkw what it is. I hope this site continues to improve because it's pretty good. You can add 8 pictures instead of 4 now. I'm happy with site and I hope beats tbe hell lut of ebay and tbey have to close down. You can tell I hate those_______.

This rating game that has taken over American business has gotten out of control. If the money is good that should be enough for Pete's sake. Ebay's rating game is at least more sophisticated for the users and you can separate item description from communication, shipping, etc. Recently, a seller shipped quickly but didn't respond to my message so I flat out don't want to rate them... guess that's what auto-rate is for. Another purchase I rated too soon and regret over-rating the seller because he wasn't gracious at the end.
The sole purpose for writing my review was boost Mercari's rates up because I do have a different experience with Mercari staff aka Team Mercari than most of the reviews. You do have to be patient for a reply, but they will email you back with your concern, and they certainly have been equitable with me. Their system generated emails are a little ugly and cold-looking but their staff seems quite helpful & reasonable always looking to resolve issues. Of course I try to provide detailed information so they are not trying to figure out my issue. Maybe this can help some other buyers interested in doing business with Mercari:}
I'm revising this review after many many more orders. Dealing with "the system" especially at Mercari is proving to be be impossible. Recently I purchased a VHS player that one of the main features did not work. The seller was getting angrier and then his message was deleted by an admin. I asked Mercari to step in an help with the refund as I did not want to deal directly with this nasty seller. I wanted Mercari credit at least for the defective item/seller and am hoping for equity with this purchase. I was thinking of doing a claim on PayPal but have since decided it's not worth the time. I think Team Mercari is as good as whoever you happen to get. I think they hide behind those emails but in fairness most of the time have been professional. I recommend paying with PayPal though they do safeguard your #'s impeccably. Having had my debit card hacked other major websites, I have never had my card hacked on Mercari and the advantage of using card is that you can make offers to sellers with a card but not with PayPal. However, paying with PayPal will give you back-up in case you cannot reach a response with Team Mercari and you do have an issue. They definitely have a lot of cool items, and I think if their customer service becomes more interactive and more professional like their competitors this will be a win-win for everyone who love Mercari. Bless.

Paissed that someone could sell me a molded lot of watches and I could not get a return. The seller had bad feedback with others complaining about it as well.

I've been selling via Mercari for just under a year. It's been excellent for Henri Bendel items, okay-ish for sneakers (be prepared for tons of low balls from children) & terrible if you're selling electronics.

I sold an iPhone that I specifically said was for parts via an offer. It's a new-ish model so the parts are about $400 all together. I figured the person could just dismantle it & use whatever they wanted. Well the person didn't read anything because they thought they were getting a perfectly working, unlocked X 256 GB phone at a price far lower than others were selling.

First the person told me it wasn't delivered. Then they said their post didn't deliver on the 23 or 24 of December (WTF? The 2 busiest days of the year? Really?) Next that their postman didn't believe they'd be home & so they marked it as delivered & left at front door but really had it at the post office (trust me, I'm as confused as you!) and so basically, his time for the 3 day release of funds was significantly delayed. I didn't get paid. Then he asks for my passcode, which I gave, but somehow he still thought I was selling it totally unlocked, etc. He filed a claim & somehow won.

When I said WTF to Mercari they said they couldn't tell me exactly why they sided with the buyer. I showed the IMEI, said it was for parts/repair, said it was locked & somehow it's my fault the buyer is an idiot? That's the only dispute I've had on Mercari & I'm burned out with a lot of things but this just added to an already overwhelming stack. I realize that children don't (can't?) read anymore but maybe it's time they learn an expensive lesson? I had multiple people message me & ask questions, all of which I answered honestly & directly. Rather than a commission, perhaps Mercari should be paying their sellers 10% as a PITA fee. The level of idiocy on this platform is awful.

Mercari is a decent app, I had it since the beta stage (which, by the way, was a complete disaster) I think there is a lot they need to fix but for a fairly new app it's so-so for selling.
Just a few things you should know about selling on this app:
1. Keep reposting. There is no way to update your items to bring it back to the top of the list for more buyer potential. If you don't keep reposting, and your item is never purchased within about the first week, it will end up sitting there until the dawn of time.
2. I wish you good luck selling contemporary brands. I've never had much luck selling clothes on Mercari unless it's brands everyone knows (Victoria's Secret, Adidas, etc.) leave the rest for Poshmark.
3. They only take 10% commission! Yay! Priority mail labels are very expensive for some reason. It's $8 for 3 lbs compared to Posh's $6.49 for 5 lbs, not sure why they ever increased the postage as it was once $6 with no issues.
Now for buying on the app:
1. Please stop rating your buyer if you want a return! There is no way for you to get one after rating (which completes the order) Contact Mercari instead!
2. Check the last time the seller you're interested in buying from has posted a new listing. If it's been a couple months, message them first asking if it's still available before buying it. This is because Mercari has an insanely long refund processing time. (and while you're at it, please don't message me asking if it's still available when I posted it yesterday!)
3. If it's listed under "Good" condition, it could have a flaw. It has always bugged me they never made a between for "Like New" and "Good" (maybe something that's been used but has no flaws (Great?)) Read the description.
4. STOP RATING SELLERS "GOOD" WITHOUT A REASON! And contact the seller before you do! We strive for good feedback, and it's very haphazard to get a "good" rating before contacting the seller. Rate 5 stars if you love your order!

Don't get me wrong, I've had a lot of sales gone through swiftly with this app, no customer service issues, but it's not the greatest for selling. It still has countless bugs and overpriced items, but I still believe with enough customer feedback it has potential to be better. Transferring your money to the bank takes a few days but they're getting better at this (used to be over a week sometimes...)

The ap takes some getting used to and they recently implemented an authentication system for high end items which I appreciate. The place is littered with counterfeits mainly Goyards, Gucci, LV, Dior, and Chanel from what I've seen.

I prevailed with my own authentication certificates and kept all my receipts but at the end of the day it didn't matter. They will approve all returns but they won't make sure the return is valid. Have a center where all the returns are sent before being returned to their rightful owners.

Mercari needs to do more to protect their sellers and buyers when it comes to approving returns. They won't disclose why a return was approved in details so that the seller can do better or a seller can state their case. It is very one sided. They always side with the buyer no matter how ludicrous the claim. Doesn't matter what the pictures are in the listing or what description is in the original listing. Won't matter if the seller points out every thing was disclosed from the beginning. If a buyer wants to return Mercari will just agree.

I've had 3 empty returns or bait and switches on 4 approved returns. Only 1 item out of 4 approved returns made it back to me. I've sold 55 items and 51 five star ratings with raving reviews should be more than enough to prove to Mercari what my integrity is as an honest seller. I've made purchases as well and two of the bags were not the same as the pictures and I was sent fakes in place of what was posted. The other low cost items under $20 that I purchased were scam free. Too many scammers to make it worth staying especially if you have high priced items. You just won't know what will happen and you will get scared to even send out the product in fear of getting scammed again.

I would pay extra to have a return reviewed by Mercari and they will know how it feels to get an empty box or different item completely.

They should stand by their own policies on a lot of things from sales to buying as they often will use a members lack of knowledge in messages against them.

They need properly trained staff. The low fee of 10% is not worth half the headache when it comes to their lack of help. When you try to contact them through their site; it takes a minimum of 3-4 days for them to get back to your original inquiry and they will often escalate this issue to another department which takes another two days. That's 5-6 days before an issue is worked on. When you contact them through their phone number it takes them even longer after you leave a detailed voice message. How are we to conduct business when sellers and buyers can't get help for over 72 hours?

I don't recommend selling anything of value here. Nor do I suggest buying high end items from either their top producers. Sadly, those Lux sellers have been around the longest and they are the ones who know how to scam a buyer the most. They know Mercari's terms and will use it to scam.