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Mercari Reviews Summary
Mercari's reputation is marred by significant customer dissatisfaction, primarily due to issues with product descriptions, return policies, and inadequate customer support. Many users report receiving items that do not match their descriptions or arrive damaged, with little recourse for refunds. Complaints highlight a lack of effective communication from both sellers and the platform itself, leading to feelings of frustration and mistrust. While some customers appreciate the streamlined buying and selling process, the overwhelming sentiment indicates that unresolved issues and high fees overshadow any positive experiences, suggesting a need for improved customer service and clearer policies.
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I was selling on mercari and they revoked my privlages for multiple accounts i didnt know i had another account but it was from years back they wiped out my items the customers got to keep their items i had already sent and as for my $135 that was owed to me they kept it they dont respond ti any of my messages i was a 5 star seller if wanted to revoke my account ok thats fine but ripping me off for my money is just rediculous
I sold a bag that the buyer confirmed receiving. I requested for my balance and mercari deleted my account. Scam
We're sorry to hear you've had an issue with your account and you were deleted after your final Direct Deposit was requested. When an account has been placed under a suspension pending deletion for violating our Terms of Service, we allow the account to complete their final transactions and request their final Direct Deposit before removing them from our platform. If you have still not received your Direct Deposit according to the Direct Deposit schedule, please reach out to us at [email protected]. Thanks!^DE
VERY UNPROFESSIONAL. The only way you can contact them and actually receive responses is through Facebook. You are not a high school teenager. You are
We're sorry to hear you've only been able to receive a response through Facebook! Typically our response time is quicker through Facebook, but you can also reach out to us through the in app Help Center, [email protected], and Twitter. Please don't hesitate to write into one of the avenues mentioned if you still have questions or concerns about a transaction. Thanks!^DE
There is no search box so off you go on a wild goose chase to flip through their categories. Very frustrating & time consuming. Then again, I found an item (a clock) and the site wants to verify my identity. Sent me a huge mouthful text when all it takes is a 4-digit code. Came back and the site doesn't recognize me. What a waste of time. STAY AWAY
Thanks for writing in regarding your concerns with our service! When the app is opened to our Home Page, you should be able to see a search bar just above the listed categories. You can also click on the magnifying glass icon at the bottom of the screen to bring up the Search Page. Also, if you are having issues verifying your identity or payment, please reach out to us at [email protected]. We should be able to have you issue sorted out quickly. Thanks for using Mercari!^DE
They deleted my account because I have "multiple accounts". When I contacted customer service they were of no use. They did not help. All they said was that their team determined I had multiple accounts. I have a roommate who has the app. I explained that but they do not care. They are money hungry and do not care. I bought an item and the person who sold it was rude. He called me a "$#*!ing $#*!" and told me to "eat $#*!". Mercari removed my negative review of him at his request and he messaged me "I got your review removed, thanks for the cheese (money)". Stay away from Mercari. They are horrible.
We're sorry to hear you've had your account suspended! Multiple accounts can indicate fraud and may alert us to suspend usage if detected. We're also sorry you had a negative experience with another seller. If you'd like us to review the transaction, please write into [email protected] so we can take a closer look. We look forward to hearing from you!^DE
I wish I could give these pirates zero stars! I bought off their site a Miko foot massager for my wife for Christmas and when it arrived, immediately wrapped it in Christmas paper and put it under our tree.
On Christmas Day we tried it out and found that it was broken, non-functional, kaput, a dead parrot and then we noted the packing slip (which was adhered to an inside carton flap, not visible from the outside), indicated the massager/carton were damaged in shipment.
I contacted Mercari for an exchange or refund of my $94 and they batted me around several different Mercari pirates, contradicting each other, telling presumable lies to me and just jacked me around all over the place. Ultimately, they cited their 3-day return/complaint/refund window and told me I exceeded that window and they could not help.
Their unreasonableness was astounding! The fact that the massager was a Christmas gift and was wrapped sitting under a tree for two weeks mattered not to them. They were happy to screw a new customer, I guess. I filed a complaint with the BBB about their behavior. Steer clear of this outfit, people!
We're sorry to hear you've had issues with your purchase! We never like to hear buyers have received broken items, and that is why our Terms of Service allow buyers 3 days to rate and release payment to the seller, or contact us regarding issues with their transaction. If contacted within 3 days, Mercari will review the transaction to make sure the item was received as described in the listing. When an item is not as described, we will approve the a refund and return. Our hope is your future transaction will provide a better experience.^DE
I never received an item I ordered 10 days ago, while payment is done!
And nobody answers to the mails & queries
Too weird!
We appreciate you leaving feedback here, but we're sorry to hear you have not received your purchase. When an item is purchased on Mercari, you are immediately charged, but we temporarily hold the funds until the item reaches you. Once the item has been delivered and a rating has been issued, we’ll automatically release the funds to the seller. As long as the rating has not been issued, we'll be able to provide a refund in the original method of payment. Please reach out to us by emailing us at [email protected]. We'll be sure to follow up with you and try to resolve your issue as quickly as possible. We look forward to hearing from you!^DE
Mercari DOES NOT release your money i bought item on November 11 and never receive item and they already took the money right away out of my account so Mercari STOP THE LIE you take funds right away, I have contact Mercari already and they Did NOTHING TO HELP letting the seller SCAM others. This Website they LIE and SCAM be Aware.
We're sorry to hear you haven't received a refund for the item you purchased but did not receive! When an item is purchased on Mercari, you're immediately charged, but we temporarily hold the funds until the item reaches you and a rating is provided. In the case an item is not delivered we cancel the transaction and issue a refund immediately. Please keep in mind, depending on your bank, it can take 5-10 days for your funds to reflect in your bank account. If you'd like us to follow-up on your refund, please email us at [email protected]. We look forward to hearing from you.^DE
We bought and item for $100.00 Seller close account right away after it took the money we never receive the item and we contact Mercari they don't want to help saying the item was bought out of platforms that is a LIE we bought item THRU Mercari phone application with a Debit card, they are letting scammer sell item in there website and NOT doing anything to protect buyers letting them sell and SCAM HARD WORKING PEOPLE.
MERCARI WEBSITE IS A SCAM BE AWARE.
I purchased a Louis Vitton bag from seller, when it arrived it was as fake as they come, i called Mercari and spoke to rep and I was instructed to wait for mailing sticker from them, send item back and immediately received my monies back, A few pointers, when purchasing something make sure its authentic and state that in message, this way of not they will refund money back
Purchased two items from completely different seller. Neither shipped the items nor responded to my emails. Mercari did refund 1 purchase (STILL waiting for money) but am still trying to get my money back from the other! The only reason I gave a 1 star is customer service responded quickly!
We apologize for the experiences you had with these two transactions. Although we can't guarantee that sellers will ship out their items in a timely manner, we're always trying to streamline our processes to move everything along quickly. Rest assured that you'll be automatically reimbursed for these cancellations when they are processed. Thank you so much for voicing your concern here. We're super appreciative for that customer service shoutout, and will definitely do our best to improve everything else.^JR
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.
Hi Claudia. Thank you for your feedback regarding this transaction. Although we hoped it would've been a better experience for you, we're happy your return for that item was successfully completed and you were reimbursed for the purchase. Due to Mercari being a place for both buyers and sellers, we try to keep it a safe and friendly environment for everyone. We apologize for the inconvenience and definitely take your concerns stated here seriously. Thanks for taking the time to voice them!^JR
I AM DISGUSTED By this website and have told everyone on my social media how Mercari has stolen my money and my YSL Shoes! When I told them I will broadcast how they stole innocent sellers and buyers money - out of no where they delete and suspend my account! I have emailed they a million times to ship back my YSL shoes that Mercari has allowed the buyer to keep and never released my Funds for selling them even after 6 days! I emailed them over and over and then they said we won't ship your item because these shoes are fake according to the buyer. I sent them a Reciept of proof that my shoes are REAL and they shut their mouths and then came up with another excuse that i have falsely been associated with precious users who have their account suspended. First of all I have never incmy life previously register with you guys. Do you think I am this stupid to register an account previously with you guys especially with how you guys steal people's money? They refuse to give me my money for my shoes or Send back my shoes. I have contacted an attorney and they will be sending a letter to their P. O box and I have also contacted the Better Business Bureau and I have also contacted the CEO of Mercari through Facebook and have screen shot every proof of their emails and lies. I am also creating a petition with signature of all thee people they have stole from. There's over 1,000 people that are stating that they take money and shut accounts so there isn't any evidence!
Send back my damn YSL shoes now or reinstate my account and release my funds otherwise I will not give up and fight till I win my case my court with you guys! You guys are messing with a Law student who is FIRE!
We're sorry to hear you've had an issue with you shoe transaction. Our policy does state a buyer has 3 days, not including the date of delivery, to contact us with an issue or return request. Hopefully your transaction has been completed by now, but if you have further questions or concerns, please email us at [email protected]. We'd be happy to review your case and see what we can do to complete your transaction. Thanks!^DE
Ive been buying and selling on this app for over a year now. Im currently having an issue with a buyer who is trying to scam me out of my money but Mercari seems to give zero $#*!s. Ive gotten one response in the app in the past few days. Ive tried calling, messaging in the app, emailing, Twitter, Facebook, EVERYTHING! I was told on Twitter that theyd be with me shortly, and that was yesterday morning! On the email they sent back, they confirmed the item was delivered yet said they expected the item would be delivered soon and if I wanted to refund the buyer I could! WTF?! Why the hell would that even be an option if I did my part yet theyre just scamming me?! These people are near damn impossible to get ahold of and it seems like theyre siding with the buyer which is unfair considering her one review is poor and explains what Im going through right now too! Id sue them if I could. Stay far, far away... and get your $#*! together Mercari.
We're sorry to hear you're having an issue with a transaction and have been waiting for a resolution. In cases where a package is confirmed delivered but the buyer claims it was not received, we follow USPS's policy and wait 5 days for it to be delivered. During this time we recommend your buyer reaches out to USPS to help them locate the package. If they have not located the package after the 5th day, Mercari will complete the transaction, and release your funds, as you have fulfilled your obligation of sending the item. I'm sorry for the confusion and frustration this transaction has caused. Please reach out to us at [email protected] if the package has not been located after the 5th day. Thanks!^DE
I have only had one experience so far with Mercari, and it was surprisingly GOOD. After two bad experiences with Amazon third party sellers, the seller on Mercari delivered a better-than-expected product, shipped quickly, absolutely no problems.
I am learning, that when problems arise, they are generally from less than scrupulous sellers, and NOT the website. That being said, the website, to stay in business, needs to take responsibility for those bad seeds. I am looking forward to ordering from Mercari again. At least, as of right now!
Thanks for the positive feedback! We're happy to hear you've had good experiences on the app. Our goal is to create the best buying and selling experience, and we'll be sure to look into ways to better inform buyers and sellers on the best Mercari practices. Thanks for using Mercari!^DE
Mercari was very quick to refund me but the seller never sent the item and when I question them they said the item was return. It took close to 3 weeks where I just got feed up and asked for a refund which I received within 24 hours. Buyers be aware
We're happy to hear you received your refund quickly, but sorry your seller never sent your purchased item. Please keep in mind, sellers with a high cancellation rate are subject to suspension, or deletion. If you have further questions or concerns regarding this transaction, please reach out to us at [email protected]. We hope your future transactions will provide a better buying experience. Thanks for using Mercari!^DE
You're on your own here - no support from the company and no way to get in contact with anyone. You can write, you can leave messages (they do not monitor phones), but no one will get back with you. And you cannot rely on ratings (for sellers or buyers) as Mercari will simply post them for you without your knowledge. I was without power (and thus, no internet) for days due to a weather emergency and wasn't able to quickly post a rating on an order, so Mercari simply did it for me with no idea how or what happened with the order. Dishonest! This is a direct quote from the email Mercari sent me: "Rating provided to Seller
Looks like we didn't receive your rating for the item listed below, so we've updated the transaction on your behalf!" And then they turned around and gave me a negative rating. For what? Failure to leave a rating within 7 days? Gee... sorry the electric company turned off power to 20,000 people and I happened to be one of them. I will never do business with them again.
Thanks for leaving us feedback regarding your recent experience on Mercari. We're sorry to hear you had trouble leaving a rating and one was provided for you. Per our terms of service, Mercari provides a buyer 3 days, not including the date of delivery, to review and rate a purchase. On the fourth day the seller can request a rating in app, but they must wait 24 hours before Mercari auto-rates the transaction. Please note, Mercari's intention was not to be dishonest, but rather to respect the seller by releasing their earnings. We'd like to review your transaction if you could please send us an email at [email protected]. We look forward to hearing from you!^DE
On November 30,2017... I had purchased something from mercari and said that my item was shipped and then I messaged the seller about my order and ignored my message and that same day, the seller cancelled my order! I can believe people actually do this. There´ś some sellers that ship your items and you get them but honestly there is some where they just cancel your order without giving an explaination
We're terribly sorry for your negative experience with your seller. We understand it is frustrating to have your purchase cancelled the same day without an explanation. Please keep in mind, a seller can cancel a transaction at any time, but their are consequences to their actions. Sellers with a high rate of cancellation are subject to account suspension or deletion. Our hope is your future transactions will provide a more positive experience. Please reach out to us at [email protected] with further questions or concerns. Thanks!^DE
Paid $111.00 on the 2nd only to have seller cancel on 4th. Had no clue as no email. Weeks to get my money back, yet taken from my acct in seconds! How unfair. As the one who lost out, they should act promptly. Past had no refund on broken, counterfeit item as only a 3 day window to get it back. Watch didn't even work. I'm sure some good sellers (experienced a few plus I am an honest seller) things happen but this is unacceptable. Gave several chances, no more! Goodbye Mercari. Please send my refund!
We're sorry you had a transaction cancelled a couples days after it was purchased. When a purchase is made, Mercari charges the buyer immediately but holds the funds until the item is delivered and a rating is issued. When a transaction is cancelled we issue a refund immediately, but it can take 5-10 days for funds to reflect in your account depending on your bank. If you have further questions or concerns regarding your refund or return requests, please reach out to us by emailing [email protected]. Thanks!^DE
This is THE most buyer un-friendly internet shopping experience I've ever had. I bought 2 items from this site, both of which were advertised as new, and both of which were meant as gifts. The items were both clearly used, one was had the washing instruction tag faded away and also piling. Not new. The other was dirty with spots and piling and had a couple smashed up dollars in one pocket. Not new. Not even washed. Yuck. They give you a tiny time frame to "rate" your seller, but they do not inform you that, if you miss the time frame, they will just randomly rate it for you and you will have no recourse. Since the items had arrived on weekends, and/or were at work, they could not be retrieved immediately. I bought the second item maybe a day later than the first, so, knowing their horrible policy, I even emailed them to tell them NOT to rate the second item for me since I had not received it. They went again and did so anyway, released my money to the seller, giving me no recourse.
Be aware: To return anything, you need to provide photos of the item, packaging, why you find fault, basically prove that you (the buyer) are not a liar, and they give you 24 hours to do so or else they close the account. Why they would assume that the BUYER is the liar, I'm really not sure. Anyway, maybe this process works for the middle schoolers, but for adults who work, and especially those who travel, this is ridiculous. Then they are quick to close your account and I think someone mentioned "annoying runaround." Annoying! They even had the nerve to bounce my emails back to me when I sent them all the pictures and info! Bad for buyers. Terrible for buyers. Don't buy from them.
We're sorry to hear you had a couple of transactions that were auto-rated because the rating period expired. Per our Terms of Agreement, Mercari provides buyers 3 days to review and rate a transaction, not including the date of delivery. On the 4th day, the seller can then request a rating in app to have the transaction rated in 24 hours if the buyer fails to complete the transaction. I'm sorry this period of time did not work for you, but we are required to complete transactions and release funds to your seller after the rating period has elapsed. Please also note, if you and your seller come to an agreement to extend the rating period, Mercari is more than happy to acknowledge the agreement.
When it comes to returns, we do request photos in 24 hours, but will extend the period if the requested extension is not unreasonable. We like to process the return requests as quickly as possible as to not keep the seller in the dark about their item, or earnings. Again, I apologize if your experience with our Support team was a negative one. If you have further questions or concerns, please email us at [email protected].^DE
You revoked my account for no reason and you should return my money for those small charges. Please work on your customer service to have at least 2 stars if you still want to continue this business. You treated your customer like if they are thief! Will not recommend to anyone to shop here. Terrible shopping experience.
We're sorry to hear your account was revoked and charges were made to your account. Our Payment Verification system charges a small amount from your bank, but it should all be refunded within a few days. Please email us at [email protected] so we can take a closer look at the charges on your account. We look forward to hearing from you!^DE
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
We're sorry to hear you've had your account privileges revoked for multiple accounts and you've had your transactions cancelled. When multiple accounts are detected, Mercari conducts a thorough review before canceling transactions and accounts for violations of our Terms of Service. You can find our policies regarding multiple accounts in our Terms of Service page in the Help Center. Thanks!^DE