MercariReviews 2,402

I shipped a package on June 21,2025, from Texas to Maryland. As of today, July 24,2025, the shipment has not arrived, and the tracking information has not updated online since June 26, stating only that "a problem has arisen," with no further details provided on your website. Since the initial shipment, I have taken multiple steps to resolve this issue: *I filed a claim on July 4, which received no response. And stated that I never submitted one. *I resubmitted the claim on July 9 after receiving no updates or confirmation. *I contacted customer service on July 14 and again on July 24, spending over 40 minutes being transferred repeatedly and receiving no clear answers. The level of customer service I have encountered has been shocking. Agents were unable to understand basic questions, repeated themselves without offering solutions, and continuously referred to me as "ma'am" while failing to engage meaningfully. I requested information about the address they had on file, and was given confusing and unclear information, not a clear address, but referencing California as the address they had on file, where they would send the payment, despite my clearly stating I reside in Texas. And that is what is shown in the tracking number. At no point did I receive the promised documentation to complete the claims process. Only UPS knows of their fraudulent schemes. Throughout this ordeal, I have faced: *An absence of clear tracking or shipment updates.
*Redundant and ineffective claim submissions.
*Delays and inconsistencies from customer service agents.
*Confusing responses about the payment or reimbursement address.
*A complete lack of accountability or resolution from UPS and Mercari Additionally, no one has been able to confirm whether my package was stolen, damaged, or lost. I was asked for a shipper number, something I've never used or been provided. Your outsourced customer service has made this process confusing, frustrating, and deeply ineffective. I question whether UPS avoid responsibility intentionally. The lack of accountability, constant excuses, and failure to provide answers is unacceptable. This has wasted more than a month and a half of my time without resolution or compensation. I requested a full investigation and having to make a claim twice. I shipped this package in good faith, Mercari and UPS's failure to deliver or respond appropriately has caused both financial and personal distress. I expect a professional and timely resolution, but I have little confidence that I will receive one. Moving forward, I will avoid using UPS. I don't know which one is the worst—UPS, FedEx, or USPS—because my experiences with all three have been disappointing. They have all demonstrated repeated negligence and, at times, engaged in fraudulent actions, it's pathetic, considering the trust and responsibility we place on their hands. I will be deactivating my Mercari account as soon as I have closure. On July 24,2025, I was informed that I would receive a phone call from customer service within a couple of business days. It has now been 7 days, and I have not heard from anyone or anything. Am I being ignored or avoided? This lack of communication and follow-through is quite frustrating and reflects a level of negligence and incompetence. Mercari has put the blame on UPS and UPS blames Mercari, also claiming that a resolution has been reached by both parties, and I was never aware or had any acknowledgement. Mercari has kept payment while lying to me continuously. None of them have taken responsibility, UPS replied to me only after contacting them through LinkedIn and saying I would post publicly, As of today 7/31/2023, UPS has told me that Mercari is the sender and payer, what a joke, when did Mercari, post the item, sold it, packaged it, drove to UPS and sent it? Yet the ticket was closed by Mercari, when my case/claim hasn't been resolved, now I'm being ignored and avoided by them, shameful, I'm filing a formal complaint against Mercari for fraud, lying, and getting a payment that should've gone to me in Texas and not in California. They are charging more, and all this BS "protection" is to extort more money from us and then not helping us at all. Funny how they receive payment and I get screwed.

I've had several negative experiences on Mercari, both buying and selling. The first involved a wax warmer listed as "never used" and "like new." It arrived clearly used. Mercari initially denied my return, claiming "like new" could mean used once or twice. Only after pushing to a supervisor did they admit it should have been unused and approve the return. Now I'm dealing with a buyer claiming a shirt I sold has stains. The shirt was in excellent condition — no stains, clean, gently worn, with clear photos. She waited over a day to request a return and is now lying. I believe she's sending back a different, stained shirt and keeping mine. Mercari emailed saying I could opt out of receiving the return. I agreed — only to be told later that I can't opt out after all. I have sensitivities and can't risk receiving an unknown, possibly contaminated item. I will be refusing the package. They also gave the buyer 12 days to return it, which is excessive. Meanwhile, I informed them that the return address was incorrect. They ignored me and confirmed the wrong address anyway. I've reported all of this to the BBB and added updates as Mercari continues to mishandle it. I've removed my info, deleted all listings, and will be closing my account once this is resolved. Previously, I also dealt with a seller who became rude when I offered $6 less for used riding pants she listed near full price, despite a stain. I reported this too, and nothing was done. Mercari does not protect its users and offers poor support. It lacks integrity, consistency, and fairness. I don't recommend it to anyone. Save yourself the stress and shop or sell elsewhere.

I shipped, posted del confirmation. The computer hasn't updated status from "in transit" even though it was delivered 3 days ago. The worst customer service rep is Ammar…talked to and messages and no help. A sorry outfit!

I've been using Mercari for years, but after this experience, I'm seriously questioning the platform. I purchased an item that was listed as a Blu-ray, but it wasn't — and on top of that, it arrived damaged due to poor packaging. The seller was completely unprofessional — blocked me immediately after I tried to resolve the issue. I provided all the evidence to Mercari, expecting them to stand by their buyer protection policy, but instead they closed the case without offering any refund or real help. Customer support was slow, unhelpful, and seemed more interested in ending the conversation than solving the problem. As a loyal customer, I feel completely ignored and disappointed. It's unacceptable for a platform this size to offer zero accountability. If this is how Mercari handles valid disputes, I can't recommend it to anyone. Buy at your own risk — because once you hit a problem, you're on your own.

They kept my money for an item that was listed as coming from a non smoking home, it arrived reeking of cigarette smoke. It was not something that could be washed. They said odor doesn't count even if it was specifically misrepresented. The dishonest seller refused to communicate which Mercari said was the only way to get a refund. So now I'm stuck with a ruined item and she keeps my money. They suggested I resell it to the next unwitting person. To top it off they closed the return without giving me the opportunity to leave a review about my poor experience. So smoky Sue will continue to sell items to unsuspecting people. What a corrupt platform.

Mercari allows sellers to misdeliver packages — and makes buyers wait weeks for a refund I purchased an item on Mercari, and the seller accidentally shipped it to someone else. The seller admitted this to Mercari, yet Mercari refused to issue a refund immediately. Their policy forces buyers to wait 15 days after shipment, even when it's confirmed the package was delivered to the wrong person. This isn't a delay or a dispute — it's a known shipping error acknowledged by the seller, but Mercari hides behind rigid policies instead of doing what's right. Meanwhile, they're holding my money, and I'm left with no item and no resolution. I've used eBay, and they actually support the buyer when things go wrong. Mercari clearly doesn't. Buyer beware: If anything goes wrong, even if it's the seller's fault, you could be stuck waiting weeks for your money back.

Mercari Is Engaging in Fraudulent Actions — Sellers Beware I sold multiple pieces of luggage on Mercari and was charged outrageous shipping fees — $95, $95, and $140 — even though the items were light and properly shipped. Mercari falsely reported the weights and then refused to release my earnings, even though the buyers paid for shipping and the items were successfully delivered. When I contacted customer service, I was met with dismissiveness. I informed them I would report their fraudulent actions to the Better Business Bureau, and they told me to "go ahead" and marked my case as "resolved" without helping me at all. That's not just bad customer service — it's unethical and feels like a scam. I depend on the money I earn from selling for groceries and bills. Mercari took that away with no accountability. This is how they operate — pushing all the costs onto sellers and then making excuses when something goes wrong. Let me be honest:
If anyone has a good experience with Mercari, it's likely because they never had to deal with their administration or customer service. The moment a real issue comes up, Mercari only cares about getting the maximum money from both buyers and sellers. They don't care about doing right by the people who keep their platform running. There's a reason Mercari has a 1.3-star rating and over 20,000 negative reviews. These aren't one-off issues — it's a pattern of bad business practices and fraudulent behavior. I've submitted this to the Better Business Bureau and urge others to do the same.

Mercari sucks for sellers. I have been selling for several years and have had several issues with them. Yesterday was another one. An item I sent was delivered and I wake up to find 3 emails from Mercari saying the dispute has been resolved and case closed, you don't get your money, buyer was reimbursed... and they deleted the entire transaction from my site! So I have no idea what happened! They said I can file a claim with USPS... with what? I have no photos, no info, the entire transaction was deleted from my Mercari page. In the past they have taken money from me after the item has been delivered. For example they took like $40 in extra shipping off a comforter I sold so I made nothing on a $100 comforter. And there's nothing you can do. Do not sell anything of value on this site as they are lower end. I've started moving to E-bay and have been very pleased so far. Also Posh Mark is much more reputable and I have sold high end items there. Mercari... stay away.

As a buyer I'm really turned off by fees for me, as a seller I expect there to be some. My purchases are down to 30% of what I was typically spending. I am also turned off by their phony rating system where you can't leave real (an obviously documented) for sellers that "sell" and print label but never actually ship.

Do not buy jewelry from them! I bought a ring last year and the stone fell out the following week and this week I bought a ring and took it to get sized it was advertised as 18 karat gold with a gemstone night it was true. Since I had already reviewed the product they will not give me a refund

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.

I ordered a pair of shoes from a seller on Mercari on Feb 27th. For some reason, Mercari kept failing to complete the transaction after I submitted an offer and the seller accepted. Googling around, I found others saying similar on Reddit. People on Reddit said they got around the problem by asking the seller to relist the item at their offer price. I requested that of the seller, the person did so, and I was able to purchase it no problem. The seller shipped me the shoes, but as of Jan 1st 2025, apparently UPS can no longer deliver to the post office where I had the shoes shipped. UPS returned the shoes to the seller on March 6th. I was able to contact the seller on March 12. They got the shoes back and I was able to repurchase them shoes under a new listing on March 14th. Overall, the seller was great. Mercari, however, was not so great. As of March 21st, they still have my money for the original purchase. On March 14th, Mercari sent me an email stating exactly, "We haven't received any updates about the shipping status of SAUCONY MEN'S RIDE 17 SNEAKERS, SIZE 11 (29 cm). You can cancel your order through Mercari for a refund." The email includes a big cancel button. Pressing the big cancel button just takes me to the order status page. There is no cancel option on the order status page. Mercari's help states the cancel button is on the order status page, but I've looked multiple times in FireFox, Chrome, and Edge - and there simply is no cancel button. I contacted Mercari customer service on March 15th requesting a cancelation. As of March 21st, I haven't heard from them. At this point, I went to my credit card company and contested the charge. It is clear to me Mercari is a platform intentionally designed to with low cost software engineering and no customer support. Ultimately, someone is just raking in money off this platform.

Cancelled a purchase yest. "reason: accidental buy." Today its being shipped. Cant find a button to talk to the seller. Mf selling empty box. Didnt put that in the title.

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 "

Mercari changes selling platform so often they have left buyers and sellers confused. Mercari charges high shipping and does not have calculated shipping, Rates are high compared to other sites. Every listing states " submit offer" so every buyer thinks that every listing is padded and they are entitled to a 25% discount. I listed my items below cost and buyers still wanted a discount. The whole concept of Mercari is flawed. I was a seller on Mercari and sold 1 item for $3.99 and that was cancelled. Buyers have no idea what they are buying and the value.

Got sent fake products and paid to ship back out of pocket and still didn't get refund scam! Do not buy anything! I will tell everyone everyday! And post on all social media you are a scam!

Seller sold me Pyrex vintage bowls. Wrapped well, but shipper dropped the box. I put a claim into UPS it took forever. I told the seller I had done this. Two days later she put a claim in with who she purchased shipping with. Pirate Ship. With a lot of time researching emails with UPS, Mercari. I find out that she shipped with Pirate Ship and I need to go through them. I get a hold of Pirate Ship and they sent the seller a check for my bowls I purchased...I am out $60. I paid her and she received a check for my broken bowls for $89. Mercari said I should have returned them right away. Here I was thinking it was not the sellers fault and trying to be nice. No one will help me, seller will not reply to me. Beware!
Seller
*******@thewesternfern

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