MercariReviews 2,404

Seller accepted order held on my money for more than a week then cancelled my order - stock standard response from Mercari saying it's out of their hands it's peer to peer - don't expect protection in situations like this or have Mercari make sellers fulfill any obligations after you agree to sign a binding contract for purchase and provide consideration.

If you file any type of complaint for damages, be aware that Mercari DOES NOT allow partial refunds - even if you want to keep the item, expect Mercari to have you return the product. They make no allowances for partial damages. They want you to ship broken items and the rest of the product back to the seller (wrapped better than the seller sent it to you) for a refund. I have received numerous broken items (which is the seller's fault), but Mercari makes no concessions other than to return the product and get a refund. Absolutely not customer friendly!

I sold a bundle for $100. I pack everything well and wrote fragile/glass over the box. The buyer reached out to me stating the box appeared damaged in transit and everything arrived broken. They reached out to get assistance but however I was unable to see what they said or what the images appeared as which you were able to see before. I waited to see what would happen and I received a message that the bundle got canceled without even my consent or side of the story and I would not get shipping protection due to insufficient packing even though I put a towel on the bottom along with individually putting packaging on each item in the box. I filed a claim and I am currently waiting to get assistance. I am so frustrated because I wasted my time and money

I used them for the first time for these two products. They got both the person going to and the address wrong. And there was no way to provide them feedback until you accepted the item. And once you write the review, can't send the item back. This company is a big laugh. Use only if you want to be fully disappointed.

I ordered a pair of shoes from Mercari, that were too big. The seller states that it's a woman's shoe and it was obviously a man's shoe. I try to return the product due to the fact that it was way too big. They did not care to help me or to come up with a resolution. They said they will not give me a refund and I'm going to have to keep the shoe. I returned the shoes and they said they did not care, that they will not give me a refund. It was the worst experience I have ever had with any company. They do not care about the consumers, only for their profit! Please do not shop here it's a bad website to shop with. The worst experience ever!

Ordered 2 items in a bundle. Seller was all "do bundle to save on shipping" so I did. [originally used site only so didn't know of this, had to download app for bundle option.] then 1 of the 2 items completely broken in several pieces due to obvious lack of proper packing material. A few air bubbles that were half popped and 1 sheet of thin bubble wrap does not protect ceramic.
Sent 2 dozen photos to mercari an hour after package was dropped off showing proof. [they ask for 1 photo of just the packing itself, 1 of All items including undamaged one, several photos of exterior of box, etc so I took all these Additional photos.]
Then 2 days later they finally reach back and say I need to return EVERYTHING from bundle, which the other item was long gone as it was bought ot become part of a basket for an auction that i'm donating for my business.
I already dropped off the day after receiving package. They refuse partial refunds. Never heard of a company that requires an entire order be sent back for one item being broken?!?
Now I am out money as they refuse to refund me for just the broken item, and also out the item. Now I habe to go through Venmo and my bank to fight this. Do they expect me to go hunt down my basket and say, sorry, I have to return this?
Mercari is absolutely not buyer friendly and I didn't look at reviews bc I had personally heard good things about it. Never again.

My shoes disintegrated after one use. The app wouldn't help process a return/refund with liability since I'd already "processed and rated the item".

As a marketplace, do better.

User Honest2Goodness has Canon equipment for sale with pictures of Canon items and the description say it's manufactured my Canon, but it's not, it's made by Meike and sell for a lot less than he's asking for it. When I asked him about this he thinks it's perfectly fine to represent OEM Canon products with fake knockoffs because they work with Canon cameras. Mercari has too many of these scam sellers. I would not use Mercari to purchase anything.

Three days on Mecari and they deleted my account entirely for selling non-authentic card but the card is sealed and authenticated by SGC so I've had to deal with pore costumer service and had to redirect packages I shipped. When they shut my account off for no reason they also refunded the buyer so hopefully I'll get my cards back?but I had to pay $34 in USPS fees to intercept the packages plus I lost $10.34 in original shipping cost. I have created a case at the Better Business Bureau. What a nightmare read the reviews and roll the dice! If your selling on Mercari your chances of loosing money are greater than you making money! This isn't the first complaint I've seen for someone getting suspended for no reason! Stick with eBay and Etsy they are safe and secure places to sell unlike Mercari! I still haven't received my cards back and there was two sales I had to intercept using USPS. It's your nightmare if you choose to trust this company! Only one breaking any policies here is Mercari! SELLERS BEWARE!

Purchased a set of AirPods from James10 on the site. Had them one week and one went out. Called Mercari and they told me I was over my limit to return of….Get This…. 3 Days. Took them to Best Buy to diagnose and they wouldn't touch them. Said there was something not right about them. They all but said they thought they were not legit.

I am (well was) a new user to Mercari, I had sold 4 items, 3 of which were completed and the 4th was shipped. I was corresponding with a potential buyer on a large/heavy item that I had for sale. She and I were negotiating pricing via DM and in the middle of our discussion all my posts were suddenly deleted and my account was limited. After asking 4 separate times over a 3 week period as to what led to this, no one would/could give me an answer. It was only after threatening them with a lawsuit to release my funds that did they finally do so. I have yet to learn what I did that "violated" their policies. I wouldn't sell again on Mercari if it was the last online selling platform on earth. The last person that emailed me made a snarky/curt response: "if you return to this platform, your funds will be held indefinitely". To which I put them on notice that if they used my private information for any reason, I would prosecute them to the fullest extent of the law.

This is their add I fell for:
Reliable
Updated 1d ago
DB Method
Db Technologies
$184
$250
+ $35.00 delivery fee
Or buy now, pay later

06/20/23
Description
The DB Method machine which has only been used once is a great addition to your gym or in your home.
Shipping & Payments
$35.00 | 3+ days | from California
I wrote Mercari, they gave me the run around and did nothing to resolve, THEY DID Make up lies.

They said: O the seller said Shipping was paid by the buyer. OK, then I copied today, the add and sent it to them. Stating, it does NOT say that. I was illegally charged an additional $50.00 for shipping. The add clearly states in TWO separate places $35.00 shipping in California. I am in California. Plus, The seller has 12 Reviews of Approval, but has only sold 1 ITEM, MINE. How is that? Buy elsewhere, you will not get backed up, as Mercari States they do. They only want the add money and F the consumer. You can not get a hold of them either. It is not CONSUMER Friendly.

--why did I get charged $85.00 if in CALIFORNIA. 2 times you listed $35.00 as shipping. This is the reason I bought from you...Please refund $50.

On 3 separate occasions I stupidly bought from here and all 3times got ripped off! Then you go through a bunch of stuff to get denied a refund! The seller admitted that he sent it to the wrong address and I never got a refund! BUYER BEWARE STAY AWAY! It's a rip off app! You will get ROBBED!

I ordered a phone battery. Shortly after receiving, i discovered that changing it was very involved. I was told I couldn't change it myself by someone who works for Assurion.it was way too complicated. I ask mercari if I could send it back, but they told me I was beyond my return window. They only allow 3 days for returns.

I used my hard earned money to pay for a baby swing that was sold as new but it was not new it was used and didn't work but they would not accept a return and refund the customer service dept just kept giving me the run around. The item came in a box that wasn't even the original box and had scratched all over it.

Mercari does not grant returns. Immediately after rating an expensive purchase i noticed a tear in the item. I offered proof of this but this app would not accept a return because i simply accepted the order. I find it extremely unfair and feel like i got taken advantage of because i did not see it at first! Mercari knows of this and will not offer any help or support…there are several other shopping sites that sell used items, and i swear by NEVER giving this app any attention or support because all of the other apps would never nor never have done this to me. For example, POSHMARK offers dual refunds if a mistake like this was made (this happened to me). I will forever hate this company because they did me wrong and did not support a very loyal user! What company can run a successful business if they do not take care of its customers!? I pray on this company's downfall. Don't waste your time with this app because they won't take care of you!

The sellers never send out the items. When you try to contact the seller, the admin will erase what you wrote. Every time I have ordered, I wait two weeks and I never get anything so I always have to cancel.

They make you give credit card information before you even list anything or make a purchase WHY?
I stupidly gave them that information and wish I havn't now I'm worried they will illegally make charges to my credit card. Remember, they are a japanese company, not American. I listed 20 items for sale one day and a day or so later they closed my account for prohibited items - my clothes!

I sold some perfume on Mercari recently. The buyer requested a refund because it arrived broken. I had packaged my items very carefully, taping the caps shut with electrical tape to prevent leakage, wrapping the perfume in bubble wrap, and placing the item in a bubble mailer. I've never had a problem with this message before. About 3 minutes after I was notified of the buyer opening a case, I was notified that the case had been "resolved" and I'd been denied any payment due to "insufficient packaging." I was given no opportunity to respond to the inquiry or defend myself before the case was arbitrarily closed. Needless to say, I was stunned, because I know how delicate perfume bottles are, so I'm always very careful. I immediately sent a message to Mercari support. They kept repeating the lines "insufficient packaging," and "our decision must stand," but refused for a long time to specify exactly how my packaging was insufficient. At one point, the customer service rep literally just copied and pasted Mercari's packaging guidelines, but still didn't tell me which one of those I had supposedly violated. I asked to be transferred to a supervisor and was initially denied, with the customer service rep saying "my supervisor would say the same thing." Eventually after asking three times, I was transferred to a supervisor, who finally told me what they thought I did wrong: not enough space between each item in the package. I was selling a bundle of very small perfume samples. The guidelines stated 1-2 inches of bubble wrap around each item and 1-2 inches between each item in the package. I asked if this meant each tiny 1.5ml sample had to be individually wrapped in 1-2 inches of bubble wrap and placed 1-2 inches apart from all the other little samples I was selling. I got evasive response after evasive response. I eventually asked to see the pictures the buyer had submitted, and the pictures of the items 1) were of the items after the buyer removed them from the package, meaning Mercari had no way of proving how I placed them inside the package and 2) clearly showed the front of the mailer (pictured empty, after the buyer had removed all the items) being totally crushed and dirty, as though some mail workers had decided to stomp on it or throw it to the ground.

I see scammers trying to sell fake perfume on Mercari all the time - their counterfeit bottles are pretty convincing. I also see sellers price-gouging and blatantly refusing to take any responsibility for themselves. Yet Mercari chooses to focus on me, an honest seller with a hundred 5-star ratings who was a victim of a mail carrier mistake.

I've attached just one example of the evasive and unhelpful emails I received from Mercari.

My husband had an account and he was banned because it was on my phone dont use or buy from Mercari I use marketplace on facebook.
No customer service no help no phone number worst service ever the CEO should shut down mercari if your gonna ban people that just joined and needing to sell quickly