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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.
On Mercari if a seller decides not to ship an item for weeks to the buyer there is no justice for the buyer, but a refund. The buyer is not allowed to inform other potential buyers the seller will not answer messages and not ship the item. This is not good business practice. On EBay you can give a negative rating for a seller that ghosts and does not ship an item (and receive your refund). Other than this bad policy Mercari is a good place to buy.
H O R R I B L E
It doesn't makes any sense to wait for a review to get your money. Plus if the buyer return something you lose your time and money.
I purchased what was called a David Yurman necklace from Mercari. A few months later I took the necklace to a David Yurman store to have the length made longer. Their jewekers refused to work on it as they said it was not authentic David Yurman merchandise. DY does not provide documentation. I contacted Mercari they would not help unless I paid for an appraisal and they would not help beyond 30 days since the purchase. BEWARE!
Mercari has NO support for their buyers. If item purchased is "NOT AS DESCRIBED" you really are SOL.
Purchased a pair of jeans from seller with 5 stars who said she shipped next business day. A week went by, nothing. Contacted Mercari, nothing. Contacted Seller, nothing. Got an automated email saying I could cancel order, but if you cancel you can't rate seller ( in this case, horrible seller). So all ratings are fluff and Mercari does nothing to prevent this ridiculousness. This seller apparently does this all the time. Avoid Mercari like the plauge, especially "Fashionbabexo3".
I'm pretty sure Mercari is Italian for "Huge waste of time."
Horrible horrible company. I had to threaten to write their CEO, Attorney General and FTC before they agreed to start a refund of my $137. This was after over 40 chats/ emails and TONS of photos. They needed "more photos" even though I had already sent over 20. Then said they were in "wrong format", then said I needed to "update the IOS on iPhone ( was current)!, then they needed "more"details", since the 40+ chats/emails and 20+ photos wasn't enough! All lies to stall and avoid issuing a refund in my opinion.
These diabolical customer service people didn't realize Mercardi sends an email of ALL communication and it showed I sent photos in the correct jpeg and png format, 40+ communications with a books worth of details and they had received this information.
I purchased a used serger to help with sewing clothes and it was listed as in GOOD condition, with attachments ( extra pressure feet etc) and instruction manual. Seller shipped a several days late. Item was received dirty, packed poorly and just nasty- it gave me the willies. Oh yeah- and in NON WORKING CONDITION with no power cord. It also had tons of threads wrapped around the INTERNAL GEARS it was shocking! Threads were literally binding the gears! This machine was clearly in need of service or major repairs, and repairing or servicing a serger can run hundreds of dollars.
Despite me sending pictures of this and the missing/broken part off the top of machine AND no accessories or manual or power cord they wanted "more" information and "more" photos." I requested a refund within MINUTES of receiving this machine for not as advertised.
This serger was clearly in poor condition and it was shocking the seller would lie like this. Even more shocking was Mercardi stalling and playing games. Seller apologized and wanted to "send" me the instruction manual and power cord! Why? So I can keep junk? The sellers game is do get you to agree and once that 3 days clock runs or you post a review -too bad. Seller kept messaging me like we were friends and I trusted him! Fool me once shame on you, fool me twice - shame on me.
I've purchased some items before and it went well except another time when item was not as described ( Zoijrushi water bottle) but it was cheap and I was able to fix it. But if you want a refund for fraud or not as advertised get ready for the games.
Finally, after back and forth 40+ communications and 20+ photos over 4 days Mercardi finally agreed to send me a postage paid refund label for return once they "CONFIRM" with the seller their address?!?!?! Aren't these sellers verified?
Wonder if customer service is being compensated NOT to issue returns and refunds? My thoughts is they are and they want to wear you down so you give up.
I bought a surveillance camera that didn't work and couldn't get my money back from the seller or the company after two weeks of emails and trying to get help from the camera manufacturer.
I cancelled my order immediately when I discovered I could purchase the item for $100 more brand new. It showed up a week later, missing all cords, software and user manual. I have no way to return the item since there's no return address. It is a very expensive paperweight!.
They take a huge about of fees from the seller and have NO live customer support! I refuse to sell and deleted my account.
I sold a dress. FedEx lost the package so I reached out to the buyer and we decided to wait a week. I contacted FedEx and tried to file a claim but since Mercari created the shipping label I couldn't file the claim.
I tried to contact Mercari support and they wouldn't help. So I contacted the buyer and we cancelled the sale. The next day FedEx found the package and shipped it. I contacted Mercari and they still wouldn't help and I could couldn't contact the buyer.
Huge cluster f*ck. Stay away from them.
Although the platform should be good the customer service is horrible if you want to sell products and not make a lot of money than this is the right place for you the fact that the charger so much money to sell your item is not my favorite. However I want to make a purchase they automatically take your money out and if that seller does not ship you your item now you're waiting for weeks to receive your money back the customer service is horrible there's no communication there's no one to talk to you and once you receive the item you cannot receive your money back Someone sent me a pair of shoes that smell like someone crawled inside of them and died and he consciously wrapped them up in the box put my address on them and mail them to me and when I requested a refund through the company explaining why instead of the pictures of the nasty dirty filthy disgusting shoes they told me that I cannot have a refund because I confirm that I received the order. Although maybe the intentions of the platform were good it's not being executed that way they need a lot of work they need new management 100% unprofessional unreliable and there's no one to speak to about your problems however they have no problem taking your money right out of your account
Sold, two, pieces of jewelry with five star reviews from buyers. Tried to send a third piece, they asked for authentication, I sent many pictures clearly showing emblems. They sent an insulting, rude email. Accusing me of illegal activity, closing my account and refusing to release money for two completed sales. Multiple emails and calls result in same insulting email. They are crooks.
Not allowing buyers to rate a seller that lies for two weeks and has a record of cancelling orders makes their rating system pointless. If I had known this particular seller cancelled a large portion of her orders (which means she is cross-posting has NO INTENTION honoring her sales) I would not have wasted my time contacting her and reading to her lies. Mercari's rating system is deceptive, unfair and frustrating for buyers.
Bought my pink Alexander McQueen pumps and tiny thin red belt to match. Both seem to lose color upon wiping. Called customer service and they said it's because of natural dyes used. Can't wear it. Belt leaves mark on my clothes!
Made a couple separate orders for a couple shirts. First seller never responded, ended up canceling. Second order the seller claimed they shipped. I ordered on the 1st of September and got tracking that day. Today is the 11th and my tracking said usps was still waiting for the item and that the shipping label was created. I ended up canceling that order as well. Luckily I'll be getting a refund but I basically donated 20 bucks to this person for over a week lol. Useless app. Weird thing is both sellers had great reviews. I came to realize the review system in Mercari is complete bs.
Mercari will award sellers with 5 star reviews as some sort of automated system. So a lot of the 5 star reviews are actually fake. You can see this by simply clicking any sellers reviews. Stay away from this app..
My review is basically two-fold. I've purchased from sellers there before and it went very well. They shipped the item quickly, I was charged only exactly what I expected, and the good arrived well packaged and unbroken. That's when it's working well. But... when it doesn't.
I bought some Christmas dishes from a seller named "Robin123" out of North Carolina who had an overall 5-start rating, and who immediately contacted me to ask if I wanted other Christmas stuff. I said sure, depending on what it was. She said she'd check and let me know. Then not only did I not hear from her, she also never shipped the dishes I'd bought. A month later I contacted her and she said she was sorry for the delay but needed "sturdy boxes." I was suspicious over why it would take a month to acquire boxes, but whatever, she claimed to be shipping them that day. A week went by and I received no notification from Mercari that the items had shipped. I reached out again and the woman said she was shipping them "tomorrow." But she still hadn't shipped when I emailed her the next day, this time saying simply replying "not yet." Another two days passed and again, she didn't ship. I reached out for the final time and told her I wanted the dishes, but if she didn't ship that day I'd cancel. No shipment notification, but as I was preparing to cancel I emailed to be sure they hadn't been. This time she ignored my message entirely. So I cancelled. Apparently Mercari lets the sellers know of cancellations because SUDDENLY she emailed me to ask if I still wanted them and that "they're boxed and ready to ship; I just need the label."
Since I still wanted them, I said sure, but only IF she ships that day and she insisted she would. The weekend passed and she hadn't shipped but returned to her ol' standby reply "shipping today." Finally I got fed up enough with being told six times that she's be shipping that day that I said I'd be cancelling in one hour if she didn't ship. When I went back to Mercari to cancel after not receiving the shipping notification, this woman not only had cancelled my order, claiming the items were "no longer available" as the reason, but had RELISTED them on her sellers page for sale. So she gets zero starts for being a lazy con-woman.
The two stars are for Mercari itself. On the plus side they did refund the money I spent in relatively short order (never been happy with how payments are withdrawn immediately, but refunds take three business days). But on the negative side is that Mercari ONLY allows ratings on sellers if you've completed the transaction and received the goods. There's no way to rate a seller to warn others that this seller is a poor excuse for a seller. The sellers review page merely lists when a sale was cancelled and states "this transaction was cancelled by the seller" even when it's the buyer who cancelled it. AND, if my math is correct, the fact that this Robin123 lady has literally hundreds of these cancelled transactions in her reviews list, they don't count against her total review so she's still listed as a 5-star seller.
There's also no way to complain to Mercari itself about the crappy practices of its sellers NOR can you contact the seller once the seller has cancelled the transaction. So, this review, should anyone ever actually see it, is to warn others that as long as things go to plan on Mercari, you're likely to be satisfied. But if you get a bad seller, Mercari appears that it really couldn't give a damn.
I do not blame Mercari for the actions of unethical sellers but I do blame them for how they handled the situation. I purchased an item on Mercari for $90.72. After a week the seller had not shipped the item. Next, the seller canceled the order. They then relisted the item for $108.00. Their reason was that the item weighed too much. In other words, they should have asked more to begin with. When I contacted Mercari they said they monitor sellers for canceled orders if they are excessive. So, their policy is not to confront sellers when they step out of line. I have canceled my account and will never buy or sell on Mercari.
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!
This online site has zero protection for the buyer. I purchase received a Patrick Ta Major Dimensions eyeshadow palette. The packaging was in excellent condition and the palette was secured so well that you could throw it and the palette wouldn't be affected at all. I wish I could post a photo. So I made a claim with Mercari, sent them all of the photos they requested of the palette and packaging. One week later my claim was declined because they stated it could have happened in shipping, mind you- there wasn't a dent, tear, rip or damage to the packaging. Nope, seller made out with my money. The pictures below show the palette and packaging. The one pan in the palette that was completely shattered I cleaned up and salvaged as much as I could.
Yeah, they allow fake bags if the seller has many sold items.
I saw so many fake bags but if the sellers has sold tons of items, those fake bags are allowed until they are sold. If you are new, tough luck. Stick with Poshmark or Ebay.
