Mercari

Let's start with shipping protection - It is almost impossible to get reimbursed for items damaged in shipping. Mercari almost always states that you didn't pack it well enough. Apparently three inches of bubble wrap and a double walled corrugated box is not enough shipping protection even though it meets Mercari guidelines as well as shipping service guidelines. So I get a damaged item returned back and Mercari files a claim with the shipper anyway and pockets the money.

I had several of these cases and filed for arbitration per Mercari's arbitration clause. Paid all of my money for arbitration but Mercari didn't even though they were properly served.

Most recently, they approved a return for an item but returned it postal instead of UPS which was the method I used to ship. Because of dimensional weighting, the returned item arrived with almost $50.00 postage due. I informed Mercari and sent the slip from the post office. They said I have to pay it to get the item and then they will give me a Mercari Credit to be used within 30 days. So I left it at the Post Office since it is their fault. That was February 13th when it was attempted to be delivered. I've gone back and forth with Mercari about this as it sat there. As of today, March 4th, 2021, there has been zero movement on the item and zero scans. It is not eligible to be redelivered. Yet they canceled the transaction and refunded the buyer. I have no product and the buyer has a refund.

There is no way to contact Mercari by phone and it generally takes days or weeks to get a response on issues. IF they even respond. You have no idea how many times I've sent emails especially about items returned not in the same condition that they have totally ignored.

We have way more issues with the company than we do with buyers on the site, although there are those as well.

Ordered a perfume. Perfume has the right box and bottle but the juice inside has been tampered with. I told the seller and seller was willing to accept except return label has to go through mercari. The "request a return" button is not working so I messaged mercari and they keep insisting on photos which won't prove anything unless they smell the product. Do not buy from there anymore. Their customer service sucks and will waste your time with back and forth with no solution. All is asked them was to generate a label for me. Is that even hard. Shady business practices!

Hi been buying on you site for a few years, first time I received a item box was crushed on the corner left a message with the seller if they had package more secure it could have arrived a lot better and his response was the shipper fault. Left feedback and it's not showing on seller profile, my messages I responded to seller all has been deleted by admin. So response from mercari my messages was considered " Prohibited Conduct "

I asked for an extension to return an item that was shipped to me that was clearly broken before shipping. Return label was sent after I had to leave town so I asked 3 times for an extension. I returned the item as soon as I returned and they gave the seller her money and now she has the item. Emailed mercari back and forth and they are not acknowledging my request for an extension even though their site supports extensions. 5 calls that I was immediately hung up on because of high volume.

This is a company that does not protect the buyer even though you are forced to buy insurance for this. Once an issue is filed they block any access to your account so no comments or messages can be sent to the seller. Also the seller is able to purge any messages sent to him.
The issue was an item was sent that was the wrong product. I told the seller and he said I had to get a return authorization from Mercari. I contacted Mercari with the issue. They promptly locked my account while they looked into the issue. They responded with "it looks like it is exactly what you ordered".
I responded with the part number sent to me and the part number that I actually ordered.
They responded and said I was correct. And finally issued a mailing label. The time from the order initiated to resolution was almost three weeks. Who knows when I'll actually receive my refund.
I would highly recommend not using this platform and use a reputable one that actually helps the customer such as Ebay