Mercari
Reviews and Complaints

Wish I could select a blacked-out star giving them a negative rating!

I canceled an order well within the allotted 24 hours. However, the Seller didn't see it until after the package was shipped. Not her fault, she's been great!

The package already had a "Return to Sender" sticker on it, so I returned the package. Not within 72 hours.

Now they're telling me I can't get a refund even though "internally" they rated the purchase on behalf thereby confirm the transaction for payment. NO ONE ASKED THEM TO DO THIS! This policy should be changed!

To add insult to injury they then bombarded me with emails and their "pennies on the dollar offer" of 10% off on my next purchase of $20+. Not gonna happen! Really? This is a multi-million-dollar company and they should be ashamed of their selves.

They've lost a customer for life! I will NEVER do business with them again. They also continued to email me with their apologies and their "gracious" offer. I finally told them to "plz stop messaging me"! Can you say #borderlineharrasment?

The customer service department lacks empathy and couth! Not all things should be handled in such a black and white manner. I am annoyed and extremely frustrated. DO NOT do business with them! Esp., if you're big on customer service… you won't get it!

Tee Mix-Brown/Texas

I sold an item and Algora dog figurine for less then I put it up for and the buyer said it broke a foot in the mail. She said she had pics but did not know how to send them, how do I know it broke I packaged it with a plenty of wrapping. Stuffing. I can't help if the post office doesn't take precaution with the package. What I am complaining about she got her money back and keep the figurine too. I never received anything. I can't call customer service it's not available in my area and The post office won't even take my complaint without pics or the item. I was told I won't get any money from protection and now no figurine. I already took all of my merchandise off the site. I feel like I was scammed by the buyer.

I ordered a VeggieTales Larry coinbag a few weeks ago and it never showed up. I texted the seller Myrrmaid and she never responded to me about my order. I was upset and the people who work at Mercari apologized and canceled my order. That's it! I'm never ever ever buying from Mercari ever again! Worst customer service. I trust Ebay and Amazon. No more buying from Mercari. Go back to school, Mercari for Marketing classes. THEY SUCK!

Mercari refuses to address a problem for a seller trying to collect a payment owed to them. Mercari was previously able to transfer balances due from Mercari to seller’s account. No account information has changed. Suddenly, for no apparent or explained reason, the account is labeled “limited” and the money in the Mercari account is not allowed to be transferred to the seller’s account. Seller has contacted Mercari a number of times over the past several days and continues to get a canned e-mail response that her issue has been forwarded to a different department. Someone did email that she can access her balance and transfer it to her own bank account, but that is not accurate. No one answers the phone. The buyer on the last merchandise sold is happy with their purchase and rated the seller 5 stars. Seller is still unable to collect over $165 owed to her on merchandise she properly shipped. All Mercari does is pressure sellers to hurry up and ship out the merchandise, get the buyer to pay Mercari and Mercari keeps the money indefinitely! Absolutely disgusting!

One of the worst online buying experiences on Mercari

I purchased a shirt that was inaccurately described by seller

Once I received the shirt I immediately sent a refund dispute or I should say I tried but was getting error message 4 times in a row

So I emailed and called finally after the 3 day refund allotted time

I get a robot generated message saying too late fir a refund

I now will dispute with my original form of payment

Mercari your awful..

I ordered a DVD set of seasons 1-8 of When Calls the Heart On May 31st. It arrived promptly on June 4th, but I was out of town at the time so did actually open it until several days later. It appeared to be wrapped as a new item, but when I tried to play the first disk it started skipping on the 4th episode and was impossible to play. I tried another DVD player and the same thing happened on disk 1, and disk 3 would not play at all. I let Mercari know and they told me there was nothing they could do since it had been 72 hours since the item was delivered. I followed up several times to no avail.

I can understand not receiving a refund but I feel I was due store credit. Even if I had been home when the package was delivered I could not have played all of the 8 seasons worth of disks in 72 hours unless I didn’t sleep!

I think that kind of policy smacks of stealing and not taking responsibility for defective products. I thought I would be covered under the 30 day policy but that only covers stolen goods.

BEWARE - DON’T USE MERCARI TO BUY OR SELL PRODUCTS!

Multiple times I have shopped on Mercari, and if the shipping charge is separate, they have still charged Colorado sales tax on the shipping costs in violation of Colorado law. According to their JOKE of a customer service department:

"Mercari is required to charge sales tax on Colorado shipping charges unless such charges meet two criteria. You correctly state the separately stated criteria but not the "separable" from the transaction criteria. Mercari is legally charging the sales tax and in fact, if we were not, then we would be violating the law. See below from the Colorado Department of Revenue --

"'Delivery and freight charges are generally exempt from Colorado sales tax so long as they’re both separable from the purchase and separately stated on the customer invoice.'"

Say what? If the item is $20 and shipping is $5.99 extra, AND clearly stated as such on the invoice, Mercari claims they can charge tax on the shipping for this bogus reason? How are the shipping charges NOT separable from the merchandise charges when they are clearly itemized on the invoice?

Poshmark, eBay, Etsy, and every other online merchant I shop at CAN separate the clearly stated shipping charge from the merchandise price, but Mercari cannot? They need to go back to school to learn math!

Mercari is not trustworthy and the buyer is completely not of luck if you purchase an item and never received item Mercari will take money out of your account and blow you off by giving you credit which has an expiration date I never experienced such unsympathetic unprofessional business than Mercari so beware if you buy from Mercari they are not trustworthy Mercari will lie and tell you to rest assure you will be taken care but they really only take care of themselves thieves and stole my money I spent 50 dollars on item I never received but Mercari got they cut of my money

I've been selling and buying on mecari for awhile now...but customer service through mecari is a joke. I bought a pair of pants, fedex smartpost wasn't updating, reached out to mecari they were no help, waited and decided I can't wait any longer my son needs dress pants to walk at his graduation, so I'm going to have to order pants or buy them somewhere else b/c it appeared tracking wasn't updating, thought my package was lost. I contact mecari again had 2 different ppl. Tell me I can return the pants if I don't need them. Then finally come to find out they weren't lost, which is surprising cuz fedex smartpost loses all my packages. Here it was the seller dropped package off with usps which is not where your supposed to drop off fedex smartpost...duh it's goes to fedex, hints fedex smartpost, should be dumb post. So that's why I couldn't track it, then mecari gave me usps number to track it. So the pants were late and making me worry that my son wasn't going to have pants for graduation. So, when mecari told me I could return pants I felt better until they handed me over to talk to Charles return person. And he didn't listen to anything I said and was saying I was trying to return cuz of item description, now where in this did I say anything about description? So, of course I tried my hardest to return pants but they denied my claim. So, I'm screwed and now have 2 pants, when my son isn't a dress up person. Oh yeah did I mention, these pants smelled yucky and were shipped in a piggly wiggly brown bag. Now what am I supposed to do with these smelly pants? I want to burn them is what I really want to do, I'm already stressed out enough with my son graduating, learning to drive, him getting ready to start working, my mom just had chemo, and bladder surgery and is recovering from that, I have 9 cats to take care of they are getting old and having medical problems and I was in a car accident 2016 which changed my life forever and my ankle that was broke and they put screws in hurts all the time so I can't stand, work, do anything I used to, now overweight b/c of that. I was just trying to make extra money on mecari and I've bought some stuff on there and everytime I buy something mecari sellers lie about condition or description when I am a honest person to buy from. And I just am so upset, I know it's not the end of the world over a pair of pants but there's been a lot leading up to this boiling point from mecari. Please beware of mecari, it's going downhill. When I first started it was the greatest thing but now it is not worth it anymore. Just be careful...Rant over

Upon receiving my items, two lotions. The sellers description stated that only one lotion was expired. Upon receiving the lotions, one pump was broke and both were expired. I excepted the items and the seller rated me one star. There was no reasoning for a negative review such as this. After contacting Mercari, they said they would not remove the negative review even though I paid for the items, acknowledged that the items were incorrect and damaged, but I would still rate the seller 5 stars. The seller then rated me 1 star for being honest and being more than fair giving them a 5 star rating. I would rather return the product than receive a negative untrue review.This one person has ruined my buying experience on Mercari. I have 44 five star reviews and this person gives me one star when I did nothing wrong

Sold my For Love &Lemons Dress to Sarie Esquenazi. I got a message stating she wanted to return it.. Now she has it up on 2 websites selling it…. The dress doesn’t fit she states. I want my dress or money! I want her to pay me now if she’s going to put my dress up for sale.

I sold a vintage lamp shade on 3/26/22. I shipped it on 3/27/22 by UPS ground. I used a prepaid Mercari 4 pound weight & wrapped it in 2-3 inches of bubble. Placed it in a cardboard box. Loaded the box with newspaper, & those plastic filled air containers for protection & no movement. I wrote on every side of the box “fragile” “glass”. item arrived to buyer on 3/31/22. The shade was completely shattered. She immediately sent multiple pictures to Mercari. They notified me. She had informed them that the item had been packed well. From the day of delivery to 4/16/22 I have been denied “seller protection.” First they said I went over the weight limit of 4 pounds. I sent them the copy of my receipt from UPS of “ 4 pounds”. Then they said “I didn’t use enough bubble wrap for the item” and sent me their list to follow to ensure “seller protection.” I continued to argue for days. Then they responded “i needed to pack the item in a box.”

Mercari customer service flat out sucks period! Mercari is withoutadoubt the worst online customer service I have ever encountered in my 57 years on this planet. Actually at this point I honestly think that mercari does not even have a customer service department. The responses back (if you can even get one of those it's computer generated) are always the same "thank you for your patience regarding your issue" blablabla or you get a message "thank you for reaching out your concerns are important to us" I will have to forward this to our whatever department to better handle your issue blablabla which you never hear back from any other department ever! I have called and left over 20 messages (and still counting) with all the correct information mercari requests you do which they are supposed to get back to you within 48 hours. Yeah right that's a flat out lie... I've left well over 20 messages and not one message has ever been returned. Not one! Beware of mercari selling app and/or mercari.com take my advice and save yourself the headache use another site I promise you 100% that you will thank me.

I have been a seller for a while but got hacked money of mine deposited into thier account and they used my funds to buy a sports bra that was 67$ The package arrived today and it was an empty package with cardboard and rolled up paper. I have been messaging Mercari over and over and calling my account is on limited I still can’t buy sell or anything can’t access the money on there either. Thier customer service is generic auto replies you never get a real person. Had to get a new bank account and debit card because of this.

I had my account suspended with funds in it I have a good track record they will not respond to me they have robbed me for $90I’ve been on here since 2015 with a great track record as a seller no returns I sell kosher items no fakes etc. good reviews Mercari all of a sudden suspend my account due to unusual activity as they say with no grounding I’ve emailed them over and over twice they told me they’re sending it to the billing department which is absolute BS because nothing has transpired from it triple-B filed one complaint and Mercari gave them a rote response as well, no resolve. I filed again with them nothing has been done I want my $90 out of this account

I am missing money deposits into my account and they couldn't care less. They are keeping the money. BE WAENED about this horrible company!

Mercari has the WORST customer service I've ever experienced for ALL websites or apps. They never answer your call and no reply to your voice message left. When you have an issue related to your account, they either have no reply, or they never solve the issue for you.

My first contact to Mercari was 2/25/22, and it's over 1 wk and NO one solved my issue yet

I’ve sold about 31 items through Mercari and have been told the weight was wrong and charged again. I weight each package and enter in weight and they keep saying my weight was wrong and charge me up to $7. I’ve sold over 300 items through eBay and have never had this issue. Sold about 50 items on Poshmark and never have had this issue. Something seems fishy to me.

I have sold shoes on this site and for some reason they have limited my account to where I can not get my funds and it’s over $500 we talking about… they limited my account but I still had shoes in progress that had been shipped already… i’ve sent over 20 emails with no response who is running the app because they are horrible and then they mark the problem as resolved even though it’s definitely not resolved how is it that u don’t have any type of customer service and your a business

What can be done about a seller not responding to messages?