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.