On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Read more about our Review Guidelines and the process we have against fake reviews.
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.
Recently bought a BluRay set on this site that turned out to be counterfeit - When I contacted the company about this it turned into a comedy routine in which every picture or detail I sent them via email was answered with... requests for more pictures and more details. I've never experienced anything like it - You think that when you tell a major online retailer that someone on their site is violating copyright law they'd be eager to take the bogus merch back and give you a refund? Not Mercari. And despite their supposedly having offices in the U.S., I don't think their customer service offices are based here. In fact, I suspect that the email customer service system is actually an AI program designed to exasperate anyone who has a complaint. I've never experienced anything like it before and hopefully never will again - I haven't gotten my money back, but I did use PayPal when ordering and they're usually good about refunds when it comes to stuff like this. Let's hope. I'll close with a warning: no matter how desperate you might be for a good deal, Mercari should be avoided at all costs. I'll never order from them again. PERIOD.
My first order from them never shipped and they canceled it - so I ordered the same 2 boxes again - for a higher price - and the 2nd order arrived with 1 box damaged! The only solution they had was for me to ship both boxes back and get a refund (great) and I could try to purchase them again. I needed the boxes - they match the ones I already have - I've already waited so long for them to arrive, I just want to be done with this project - so what am I to do? Mercari offers no partial refunds - all or nothing. So I kept the boxes - and I'll face the dents to the back. But it shouldn't have been like this.
Said my package was delivered 4 days before I got it and after 3 days they automatically rate the seller even if your dissatisfied and once it's rated I can no longer dispute anything I got a broken game and cannot return it because the said I got it last Thursday when infact I got it on monday so when I received the package it had already been rated so I could no longer return before I even had it delivered! The help center wont help it's not there issue excuse me!?!
Mercari stole money from my account. Mercari is the WORST online business, they dont reply to the customer and they take your money!
Very worn, not slightly worn it looked like it was 10years old. And dirty. Pictures were not what was represented.
I tried Mercari.com to purchase a water filter for my Samsung fridge. The seller for this transaction was
"thrift and Overstock"
Shipping was quick enough. Problem was, they send me the wrong filter. What they sent wasn't even close, it was for a fridgadaire fridge, not Samsung. It looked like they just pulled it out of a trash can, packaging torn. I didn't realize it, but Mercari has a strict 72 hour return policy. Get that? Available return time measured in HOURS, not Days. I contacted them about 76 hours after I got delivery, explained the problem. AFTER having me repeatedly send them pics of the wrong item, damaged box, etc, they told me I was TOO LATE. Their policy is carved in stone, no credit, no refund, no return. I tried leaving a review for the seller on their site, but did not have that option. I'm guessing most of the 5 star review there are FAKE. BeWARE - Spend your money somewhere else. These guys are scammers.
The items I've bought here have been typically not described accurately. No Customer & No seller support. No phone number for mercari. Nonsensical customer support answers to questions. Terrible.
Leave a great review and the seller gives you a crap review
I purchased a brooch back in December 2021. The brooch was lovely and I really appreciated the purchase. So I leave an awesome review and the seller gives me 3 stars! What the@#$%?! And then the seller blocks me like a coward... and this is how you get treated on Mercari... lovely.
Don't need to download the app to buy something but you sure as hell do if you want to get any help when there's a problem. Downloading their app on my already full storage in my phone is a big problem. With that worthless app on my phone it is slow and glitchy and keeps crashing. The number that you call just runs you around in circles. There is no live person to talk to if you need help. Overall mercari is a horrible place to shop with no customer service
I joined Mercari a week ago and placed two orders. The company then closed my account and cancelled my orders without explaining why. When I contacted them via email I got a generic and somewhat rude reply. I definitely do NOT recommend this company to anyone as you will never get in touch with a real person, the phone number leads nowhere and you end up more and more frustrated! Or like me very confused at what went wrong!
I have found my Merrell shoes to be so comfortable and durable I bought another pair. Went looking for another and found on Mercari.
I wear a size 10
I bought a size 10
Unfortunately, there is a difference in these particular shoes. They are a bit smaller than my other THREE PAIRS.
But...
Mercari sided with the seller and denied my return.
"Size can vary depending on the brand of your product, this means that different manufacturers may have dimensions different from one another.
That said, as for the marketplace guidelines, we are unable to approve your request. "
You are on your own.
This platform will fail.
DO NOT BE ANOTHER DISSAPOINTED CUSTOMER
Price is not what they display. Front page displays very low price to lure you in. Then the price goes up.
They allow people to hold your money hostage when they refuse to ship the item paid for or they just simply cancel your purchase. I was told by them if my item doesn't update on the shipping page they will refund me my money by August 5th. Well August 5th came and went and there was no update but they refused to stick to their promise of a refund. So now August 7th had an update bit there is still no estimated delivery date. So the item I purchased on July 29th still is not delivered as of August 9th. Its still sitting in the original city and state of the seller.
Mercari are money hunger scumbags. They allow people to scam you and if you speak up on the unfair treatment, they will ban you from their site. I hope they get shut down.
They allowed someone to purchase $1400 worth of men's shoes from my acct, with a credit card if mine that I did not have on file and shipped to 2 diff states nowhere near me! I live in Ohio and they allowed transactions on a card not on file, but used, to ship shoes to CA and NY? And, most recently purchased shorts from a seller who would not respond or mail item yet they won't let me rate her…. Weeks after she didn't mail or respond? Stick with EBay and Poshmark!
There is no help. I try to edit my listings and get errors. No way to find out why. I have 2900 listings on Poshmark I guess they don't want any of them. They won't let me sell Gucci shoes that I paid hundreds for at estate sales. Only help I found was for only 2 reasons that had nothing to do with why I couldn't lower a sales price. Don't have time to try and find impossible help
I recently bought an item from Mercari for the 1st time and it was defective. The box looks great but the item is used and completely empty. I asked several times for a replacement or a refund and they refused. I ended up calling my credit card company to dispute it and the credit card company credited my account back. Beware! Do not buy from Mercari!
Would recommend highly, they were honest with me, I had ordered a product through an individual through them, didn't receive the product, this company returned my money, thank you
The worst website to sell. They would deny your returns right away. What i purchase smell so bad, they ask for pictures like they can smell it in the pictures. Deny return. Would not recommend this website. Costumer service sucks
Overcharged my shipping label and wrongfully took money from me. I truly cannot stand this site anymore. 1 pound small box for a spoon rest should not come out to $12.00 for the seller.
- Easy for new scam sellers to set up new accounts and never ship the orders. You will get your money back, but it will takes weeks
- Sellers can cancel orders without any valid reason
- Most sellers have 5-star ratings, because of a very short time period to rate sellers, and buyers can't rate sellers on cancelled orders
