Mercari

Mercari has a 3 day rule to send back orders. Customer service consists of hourly workers who don't care about your satisfaction. If you have an emergency and can't return the order within those 3 days, too bad. Save yourself the aggravation and go with a decent company who cares about customer satisfaction.

I bought something as a Christmas gift for my brother. It arrived totally broken. Mercari only waits 72 hours after delivery to review the seller. When you don't comply with this time frame, they review the product for you so that the seller gets paid. In my situation, my brother was out of town and didn't receive the item until after the 72 hour period. So Mercari went ahead and rated the transaction for me, and paid the seller. This leaves me with no ability to rate the seller to let them know that they did not package the product appropriately AND it doesn't allow me to get a refund. I can't even send the seller a message to let them know. So I'm out my money and my brother has a useless broken gift. This is a terrible platform that I will never use again.

I reached out to Mercari within 15 minutes of receiving the cup I purchased as it arrived broken. They kept passing it off to seller as well as shipping company. It had been packed vey well. This was my first time using this site and doing research for a segment on online retail sites. Will not have a positive review of Mercari.

Seller was to deliver a unique item and to place into the mail stream within three days. Mercari was NOT to charge my CC until they had notice of delivery. They charged me before any approval. Seller after two months, still hasn't delivered. I contacted them many times and they were not helpful. Mercari will not assist in anyway, yet continues to allow the Seller to sell on their service.

I've been selling on mercari for years and my experience with the customer service is that they are completely unhelpful and down right rude. I will be selling off the remainder of my stuff and then I'm done with them. I do not recommend selling on this app. -5 star rating.
This company doesn't care about customers or seller

I have been a seller on Mercari for a little over a year and in Early May 2021 Mercari took my earnings from selling a 1.1 lb BOOK--claming "additional shipping fees"without reason and without showing proof of their claims. The buyer had already paid $4.80 shipping. They showed no invoice from usps and blocked me from communicating with them. Books are media mail and have a much cheaper shipping rate. Beware of selling on Mercari-- they will steal from you then block you if you raise questions and want proof of their accounting.

I bought a mother board in mercari, installed it and it didn't work then they tell me I can't send it back because I'm past the 3 days. They didn't even have the decency to call me back. They're terrible I'll never use that app again

Absolutely trash app. It is so complicated to navigate and mostly everything on it was junk. Luckily/Unluckily I found a leather jacket that had been advertised on another site. It looked nice and is by favorite brand. When I received it, the jacket smelled like old chemicals. I contacted the customer service and they said if I could send pictures of the damage then they would accept my return. I explained that it was a smell, not a physical issue and they refused to take the return. $150 wasted and horrible customer service to boot. Never again.

I am joining the high number of people unsatisfied with Mercari. We ordered a casserole dish; the seller packed it in a thin box with little protection. The package was delivered to the wrong address (FedEx issue) so we did not get it on the supposed delivered by date. And, when we opened the box, the casserole dish was in hundreds of little pieces. Took pictures immediately (we could hear the tinkling of parts so took pictures as we opened the box) and sent to Mercari. They refused a refund saying that we were beyond the three day refund period. Really!?!? We didn't even get the package within the 3 days. Fortunately, we had used PayPal and they followed up with a refund. I will never use Mercari again.

They are in japan. With a California po box. They have NO customer service links in app or anywhere. No way to contact them with issues. They will arbitrarily ban buyers and sellers. Look it up. They will keep your money or give unfair refunds if you sell something. You will not be protected as a buyer or seller. Site full of fakes but they ban legitimate sellers. My opinion is they run the fake seller accounts to make money.

Avoid

I made several purchases that went smoothly. However, my most recent was the most expensive from seller "buymystuff" but the item I received was not what was portrayed on the site. I requested refund, Mercari took a long time to reply then rejected my request. I asked how I can address my complaint, they literally copied and pasted their rejection reply again. I contacted seller and they did not reply either. Very bad customer service and bad business practices. Take your money elsewhere!

For starters, I found an item whose pictures showed a new, untouched product. After purchasing it, I enter the page trying to email my seller but before doing so I see that the product I bought had an additional picture not on display in the listing page, showing it to be cracked. I contacted Mercari about my concern and they said they would not "honor" the return because there is a picture of it. I warn you against items not sold in their described conditions.

We created an account for my daughter to sell some items. She sold a few things and then her phone crashed and would not open the Mercari app any longer. We tried to have a password reset sent and nothing happened. We spent close to 3 weeks and hours of emails going back and forth to get them to send us a password reset all to no avail. They claimed no account existed with her email (we set up the email account to open her Mercari account so not sure how that could be) but so we provided the shipping address and phone numbers. They would do nothing for us and so now she has lots $60 of sales because she can't log in. I get the security policy but seriously, for a child's account there should be some process for the parent to get to the account. I will never use Mercari or sell on the app again and would highly recommend using anything else... eBay, Etsy, OfferUp, FB Marketplace. Anything is better than Mercari.

Do not list your product on Mercari. The customer service is horrible and they keep giving you the run around. There is no phone number that allows you to reach a human being. Recommend you use Poshmark

I placed an order, then 15 minutes later, found a better option on a different site. Went back and requested to cancel the order. Even though the purchase and order cancel were both made during the night, the seller claims when she saw the order the next morning, she did not see the cancel request. As a result, the item was shipped and I was stuck paying. Mercari needs to fix this flaw if they expect to keep up with other similar platforms. I will definitely think twice before I ever order from their site again if I have no reassurance that I can cancel my order, even within minutes of placing it.

I would give NO stars if I could! Horrible to buyers! First time buying will be the last! I have bought from eBay 25 years will continue there. They stand up for you as a buyer if something is wrong! Bought a ceramic item and received it broke. Opened the first day picking up from PO. Wrote Mercari they said sorry we don't give money back after 3 days when it was the first day of the PO releasing item to me. Luckily I paid with PayPal and they opened a dispute. Was awarded in my favor. Mercari still didn't refund my money it was PayPal.

The customer service on this site is horrible! My item was lost for almost 3 weeks! I am new to this site and I messaged the seller, who immediately refused to assist me. His response was I'm sorry but call your carrier. Call my carrier? Lol it stated on the tracking info that it was lost, since he shipped it out from his area the polite and professional thing to have done would have been to call the local carrier where it was shipped and initiate a request. So when I finally got it almost 3 weeks later, I gave him one star. Which I felt was justified, said no slanderous comments just gave him one star. In retaliation he slandered my name. See below! Stay away from this seller! This is a site where you dont get paid until the item ships. He could have cared less! And I was told by Mercari to "talk nice".

I saw the ad on TV, so I decided to check out the site to get an idea about what kind of items were advertised there. I never provided any personal or financial information, nor did I attempt a buy activity. Three days later there were two charges pending on my checking account - one for 143.00 & one for 134.00.
I called my bank to dispute the charges and I sent an email to Mercari to have them remove the fraudulent charges from my account. By then they had gone through as legitimate charges. The following day the charge transactions were reversed & the money was restored back to my account. I have no idea how this happened, but I caution all that a simple perusing of the site can have such a result - proceed with care & vigilance.

There apparently is no oversight with Mercari. According to the site, the seller has three days to respond/ship the item. I know it has only been seven days at this point, but the seller, daniel son, has not made any attempt at all to respond to my two messages. And he is rated as a reliable, quick shipper! If the item looks too good to be true, turn and run. Go back to Ebay or Etsy.

Bought a synthetic fur vest that when it arrived. Not only was it damp it did not even look like the photo, looked like it was completely damaged from being machine washed and dried, cuz the synthetic fur was fried. It also smelled like they were trying to wash the smell of cigarette smoke out because even though you could smell heavy detergent and fabric softener it still had a really bad smell that it didn't cover. Thank God, I didn't spend anymore than 20.00 but still... sent them the photos of what it looked like when it arrived, and even though it looked horrendous, they still did not refund my money... don't bother to buy or sell with them... disgraceful...!

Sold a 150.00 pair of shoes, app allows the purchaser to CANCEL order after it's been shipped. Items delivered, im out of my shoes and money. App doesn't reply by email. Has no phone number. Eventually a week later they write back and tell me to intercept package! How do you intercept a package that's been DELIVERED! Absolutely horrible stay away!

Ordered a Barbie kitchen for a dollhouse. It came in pieces, lots of them. Mercurial would not help because I reported it 4 days after delivery vs their required 3 (out of town for emergency). Even worse, the seller got an automatic top review because of the extra day.
Do NOT use

Absolutely horrible customer service/support. I am having an issue with the merchant in the fact they have a know problem when using PayPal as a form of payment and they are refusing to do anything about the situation.

On their site if you select to pay for an item with pay pal it shows the items as sold out. At which time I moved on to find another item and got the same message. At this point I moved on to another vendor. Later that day I was charged for the two items I was looking at and they were shipped. I exhausted every customer support avenue on their web site and the only response I received was from a face book posting requesting pictures of these items on sat of labor day weekend and indicating I had 24 hrs to respond or the matter would be closed. I did speak with their billing dept and they indicated this was a know problem and I should contact customer service. At this point they are indicating there is nothing they will do.