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Never received what I bought, seller never shipped out…been trying to get a refund for 60 days. Finally got a email receipt that they were refunding back on my card Aug 1, never got refund. Phone always on hold forever than their system hangs up on you. Back and forth on emails with no response to a solution. Disputed on my card still in review, all for $33.95. NEVER SHOP ON MERCARI! It's not eBay! A warning!
I sold a fragile cosmetic product on Mercari, following their recommended packaging guidelines carefully. Despite this, the item was damaged during shipping. When I contacted Mercari for assistance, they refused reimbursement, stating that my packaging did not meet their standards, even though I followed the guidance. To make matters worse, the buyer was allowed to keep the damaged product, leaving me, the seller, with no choice or recourse. I have contacted Mercari multiple times and filed a BBB complaint. Their response did not resolve the issue, and I remain dissatisfied. This experience suggests that Mercari's policies favor buyers over sellers, particularly in cases of fragile items. Sellers should be aware that even when following packaging instructions, they may not be protected.
Bought a keyboard that ended up being misrepresented by seller. It arrived and was sticky af which indicates liquid damage. Initially I thought it worked because I could get it to type but it didn't work as it's supposed with the program it's supposed to work with. It was a shift keyboard that's programmable and it wouldn't connect. They said they'd do the return if he agreed to it as I had prematurely rated him not knowing as a new user how this site works. He agreed to the refund. It's all in writing but instead they closed it because I was away from my computer for 24 since they sent their last message and they did not do the return. Then they accused me of altering the item. They accused me of not asking for the refund soon enough. I had the keyboard less than 12 hours and told them it was not working and I wanted a refund. As soon as I threatened charge back they were all "don't do a charge back". Ultimately that will probably be where this ends. After days of going back and forth and them accusing me of random 💩 still no refund and they claim they can't because they released the money on an item they know is disputed and don't work. They now say the only way to get my money back from the dude is to post it on their site and resell it to him. What they don't say is that they would get a cut of the $$ a second time. So this is their scam. They do not protect buyers at all. They are nothing but a scam site. Avoid at all costs. There was no warning as to not being able to get a refund if you left a review. I've only dealt with the site once before and that was to buy a key set and then i could not get into the account ever again and had to make a new one. I tried logging in on my phone to deal with this and their site won't let me log in on my phone. It's really not a user or buyer friendly site. Be prepared to get scammed here.
Mercari is a complete joke. Their customer service is absolutely unacceptable. The employees are rude, dismissive, and treat you like you're an inconvenience to them, rather than a customer they're supposed to help. It's clear they don't care at all about providing any real service. The whole team seems like they're just a bunch of clueless, arrogant, COVID rush hires who have no idea what they're doing. I was dealing with a simple return, and five different employees had a nerveous break down and couldn't handle it. Not a single one could solve the problem or even act like they cared. If you're looking for a company that respects you as a customer, look elsewhere. Mercari is definitely not it.
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
Mercari presents itself as an alternative to eBay. Well, if you like problems then it's the alternative for you! I purchased an item from a seller which Mercari believed was fraudulent. Immediately after I purchased, Mercari cancelled the order and refunded me. You must be thinking, "How nice, why would anyone give a negative review for that?" Because, Mercari then proceeded to block my account and demand that I complete an absurdly complicated process of "identity verification," which included downloading some useless app. Somehow it made sense in their minds to punish me because the seller might have been fraudulent. I come to find out, this is nothing new, but their standard procedure. Having had enough of these fools, I wanted to delete my account. Then I come to fins out, it is nearly impossible. Supposedly there is supposed to be a tab where you can "request" that Mercari delete your account. I followed the instructions, and yet, such a tab did not exist in my account settings. Therefore I needed to call their Palo Alto office. But when I called for assistance, there was no one via any extension, even though by law they must have a staff member manning lines such as the fraud prevention department. But, even when I tried their fraud prevention department, I still only reached a prerecorded voicemail, asking me to leave a message and they will "get back to me as soon as they can." Can you imagine if you were actually frauded on this website? Good luck ever getting any live human assistance! In the middle of the day you can't get a single staff member to answer calls? Please avoid this platform at all costs. Pay extra to buy on eBay or Amazon. Try Poshmark. But whatever you do, please don't give these scam artists a penny of your money. On another note, I would hate to think what happened to sellers which get on Mercari's bad side. I would venture to guess none of those people never receive any sort of fair due process, and their funds are abruptly confiscated by these scam artists.
I purchased an item and was told it was sold so I find another and ask the seller if they realize that item is cheaper from the company and comes with a warranty. They respond that I'm rude and block me. I just asked a question. Lousy first two experiences and impossible to speak to anyone there. I'm done. There are just too many places to buy and not get this nonsense. Spare yourself.
Mercari is terrible! I sold a authentic Lv bag brand new paid for the Mercari authentication service and certificate and sold my bag on there. The buyer stated she wanted to return the bag due to not thinking the bag was authentic even though I paid Mercari to authenticate my bag! They accepted a $3,600 return on a brand new bag and now this women can send my bag back used or damaged possibly and I could only get refunded $200 of it! Beware and do not trust this app. I've had this app 2 years and every single time I've sold something or bought something it's been awful
I had a legitimate return request for an item that was sent to me damaged. The return process on Mercari is outrageous. I filed the required paperwork, uploading the pictures of the damage on several areas of my purchase, the box, the packing material and the shipping label. After a day and half, I get an email from Mercari telling me to upload more pictures. My pictures were better/clearer than any one picture that I have seen on any Mercari listing. I had already spent too much time on this issue, so I opted to keep the item, fix it the best I could and sell it at somewhat of a loss - STATING THE DAMAGE. My goal here was to be able to leave this dishonest, non-responsive seller the 1 star review that they deserved. Mercari does not allow for the buyer to leave the seller a review once the return has been accepted and the refund is given. So, the Reviews on Mercari are BOGUS. You will not see how many disappointed buyers any particular seller has accumulated. The platforms I sell on would never tolerate the poor business practices, the amount of "Cancelled by Seller" Reviews, the lack of any type of communication, an unhappy buyer nor the fact that the buyer has received an "Item Not as Described" item. Finally, the pictures on Mercari ALL lack complete viewing of the item or really clear pictures. The home base to this site is a foreign country, so don't expect the company to act in the same way the USA does business. My take-away is, assume they do not take returns regardless of the issue and don't spend too much money. There are plenty of legitimate business' and online seller's on many other online platforms that would be happy to service you. Mercari is just not one of them.
Back in the day, I thought Ebay was bad, with the sellers occasionally shopping the wrong order, making mistakes in their listing and so on... And it was, Ebay, even now, remains a very controversial marketplace, to say the least, but Mercari? It's on a whole other level of bad, it's so abhorrently devoid of any oversight or customer service Ebay can't even get close!
Here is my experience so far: 90% if the listings have wrong product pictures AND missing product description, there are no regulations against it. If you buy something the seller can just cancel the order or force you to cancel it when they don't ship it, with no circumstances to the seller. If you have a problem the MOST you can do is open an inquiry and be greeted and communicated with by a machine, ONLY over a message and only within the app. You will NEVER get to a live person and will NEVER be really helped because, with no surprise, the human-mimicking customer service bot sends vague, generalalized replies as solutions and offers you to wait, for weeks at a time.
The app also forces promotions upon you, constantly spamming you with unsolicited offers to spread its name and get $50 in return, many others, their privacy guidelines are shadowy, difficult to understand and very questionable morally. Selling on it... Well, based on my buying experience I've decided not to ever sell anything on this platform, ever, especially given the fact that they charge a LOT of fees, including even forcing their own shipping system upon you that also overcharges you.
More than HALF my orders never arrived because the system gave the seller a wrong quote for shipment and, after weeks of being stuck in a limbo, the product was returned to the seller and I had to spend even more time trying to get a refund. The other half did manage to get to my house and, out of those remaining 50% (NOT an exaggeration, by the way, I placed 20 orders in total and only 10 of them were fulfilled) roughly 30% were good enough to keep, the rest had to be returned with, yes, more protracted (lack of) customer service issues.
At first, I was amazed at how bad it was. The cheap prices they advertise in Google and and so on seduced me into trying it out but just like the rest of it, their prices and advertisements are all lies, most of the time, whatever you're searching for that they claim to have is already sold (another extremely annoying thing about the app is that it shows 'sold' products unsolicited and you have to manually hide them) and, no surprise there, what you need is only available in a wrong color, condition, at a higher price or not at all.
Today, I've decided to finay put an end to this experiment because I ordered a brushless blower, the seller didn't pay enough to ship it, mercari won't refund me until it goes back to the seller and instead offered a solution of tracking down the item and its current location and paying the shipping price difference, even though I'm not the one who shipped it and will not be allowed to do so. It's so frustrating that I can't complain or reason with a live person, the whole app, all of it, is just so counterintuitive and backwards... I'm putting a stop to this experiment today, will delete my account, uninstall the app and only think about it when I need a good example of a horribly-executed idea for an eBay copycat-wannabe that failed miserably, in every meaningful way.
My only advice to absolutely anyone who thought about using it: don't. Any other platform is better for buying or selling, Mercari was created as a social experiment to see how far a person can be pushed before they commit self-harm and are NOT worth your time, money and the stress, stress you will develop if you do end up doing absolutely any business with them.
My best advice is to, before you purchase anything, make sure you look at sellers' reviews for a bunch of recent and past canceled orders. Sellers can cancel your ALREADY PAID FOR order for apparently any reason. Once that happens you can't rate them. So a seller who cancels the majority of their customers' orders can still have a 5 star rating. Fine when it happens once, but when it keeps happening it gets downright infuriating. And Mercari's almost nonexistent customer service is no help either.
Ebay, from my 15 + years using their site, jumps in as soon as you report a problem, and, very even-handedly, will try to resolve the issue. They don't shield the seller from negative ratings and will, in case they decide for the seller, will even negate a negative rating. At Mercari, you, the buyer, are left twisting in the wind.
I am a 20 year full-time online selling professional and I have never seen such a complete debacle that is Mercari's policies and customer service. In a nutshell, their app, which has been known to be glitching due to a recent update, glitched on me causing an incorrect shipping weight. Round and round for two weeks with their reps and I was told conflicting advice on what to do including just ship it anyway and let USPS deal with it. WHAT REPUTABLE COMPANY SAYS THAT? Honestly!
The simplest and correct solution would be to just cancel the incorrect label and send a new one taking the extra fee out of my balance but nope. For some reason they "can't" do that. Two weeks going back and forth and not one rep even acknowledged the glitch that caused the issue in the 1st place. At one point they even called me someone else's name. If that doesn't prove they don't care and are just giving pat replies, I don't know what does.
In the end I ended up shipping on my dime so as not to make my customer wait any longer because unlike Mercari, I care about my customers. Luckily she had had similar issues with them and was very lovely and understanding.
In 20 years I've never seen such complete unprofessional and backwards policies and awful customer service. I have stopped listing on Mercari and have been removing my items to their direct competition.
All over $6. Good job Mercari, that $6 was worth way more to you then the thousands in fees I'd have brought in over time. Well done!
I've had 3 good experiences purchasing items on Mercari. Buying is easy and it's easy to sort searches and save items you're interested in. HOWEVER - the biggest drawback is that Mercari makes it difficult - nearly impossible - to contact the seller directly. They only provide a place to message the seller, and there is no guarantee that the seller is receiving the messages, unlike eBay, which allows you to contacta seller directly either before or after a purchase. If you enter the wrong shipping address by mistake, for example, you have to cancel the item because the seller is obligated to se fond to whatever address Mercari has on file for you at the moment. Customer service does not guarantee any reply from them in less than 48 hours, so I would not make any purchases from Mercari unless you are absolutely sure about everyn aspect of it. It's overall a quite rigid, NON-user friendly platform.
Mercari gives you no help zero, nada. They take the sellers money and will back the buyer who can easily scam you out of your item
I give them a triple zero rating. No help they have poor response no contact number
They are a total money grabbing company that will turn against you if you have a problem
Mercari totally sucks
Not my favorite website to use, Ebay, Poshmark and Etsy are 100x better. If you ever forget your password, good luck resetting it as they never send a reset link to your email as promised and that's the only way you can reset it, I had to make a new account. Not a user friendly website to use, frustrating for customers.
I sold an item on this site. The item was shipped on time but was lost in transit to buyer. I contacted support because they advertise that sellers are protected fron this sort of thing. Instead of helping, support deleted my listing & wrongfully claimed that I used a stock photo and then ignored my requests for help. I was told there is no number to call. They did this so they didn't have to pay the claim. They told the buyer they cancelled it and that it wasn't covered under protection because she didn't purchase insurance. What the? They don't even offer insurance. They send us a label in email and we use it! Bunch of Scammers!
Customer service is the worst followed by horrible selling features. I can't put whatever I want to offer to buyers, I must put what mercari suggests which under sells my item. Takes WAYtoo long for items to sell. I sell more stuff on ebay for more than I'm asking on mercari. Avoid selling at Mercari unless you like the frustration. Horrible!
I purchased an item that was delivered while I was traveling. When I opened the package, the items was completely shattered, in pieces. Poor packaging, However, since Mercari proceeded to rate the seller before I opened the package, I cannot get a refund. Poor customer service. Avoid this site! Photos available, but unable to upload.
They won't help you if product doesn't fit.
Here's the response when I asked to exchange a hat that is too large to wear:
Dianne (Mercari)
Jun 7,2022, 7:31 PM PDT
I understand your sentiments about this, however, please know that sizing or fit is something that we can't accept as a reason that's why we encourage all our users to ask as many questions as possible before purchasing to ensure the item is what they are looking for.
Being a peer-to-peer marketplace, these items are shipped from individuals and do not pass through our possession at any time.
We have already released the funds to the seller and are unable to process a return for you. Since I do not have enough information to overturn their decision, we are required to allow it to stand.
I am sorry that this transaction did not go the way you expected. I sincerely hope you do not have similar issues in the future.
I made an offer on item on mercari on May 29th. The seller didn't respond to or accept the offer until 15 minutes before the offer expired on May 31st. On June 1st, I received notification from mercari that my purchase would be shipping soon. Two days later, I received an update from the site saying they had sent a reminder to the seller to ship the item. Finally, on June 4th, I received tracking info from UPS saying a label was created on June 1st. As of now (June 8th), the status is still showing as label created, but UPS hasn't yet received the package. I have contacted customer service multiple times in the past week inquiring about the shipping, and then requesting cancellation of the sale. Mercari responded to my cancellation request by stating that they were unable to cancel since the item was already shipped. If the purchase ever shows up on my credit card, I will immediately dispute it as a fraudulent charge.
Now I have done what I should have prior to purchase - I have read the reviews on mercari. They have the worst review of any online selling site that I'm aware of. Their BBB reviews are even lower than their online reviews. If you are a buyer or seller, do yourself a favor and stay far away from this site.
Customer service is the WORST. They closed my account for nothing won't give anyone a chance to petition or explain the rules explicitly. I had posted a handbag and they immediately closed it. I had no idea it was against the rules to post a NON designer purse for sale.
Sellers beware of these thieves that call themselves Mercari!
I sold almost $200 item and shipped it using their FedEx label. The item got lost in transit and Mercari is refusing to cover me under their sellers shipping protection lying that my weight was incorrect. I even sent them the print screen from FedEx website with the weight that proves I put the correct number in the shipment. I've been selling on Mercari for years now with more than $300 5-star reviews but I'll be absolutely taking my sales somewhere else.
I used to love shopping on mercari for the odd "garage sale" style items you could find a fair price, but now it seems the prices have gone up and the sellers are less reliable. Out of the 4 purchases I have made within the last month I received 1 item and it was broken. I will be deleting the app here shortly and going back to craigslist. Save yourself some time and do the same.
I'm a serious seller on eBay, but use Mercari when eBay is giving me a hard time about an item-- usually b/c they think it contains 'hemp' when it doesn't or something similarly stupid. Listing on Mercari is easy, but I find the actual transaction once the item has sold is a headache. A buyer has NEVER been able to leave a rating for me without having to message me multiple times to say Mercari 'won't let them.' And since you don't get paid on Mercari until the buyer rates you, that's a problem. By the time each transaction is complete the buyer and I have messaged each other so many times I might as well put them on my Christmas card list. I only use it when I absolutely have to, and I dread it.
