Mercari
Reviews and Complaints

I am REALLY tired of sellers cancelling. Why doesn't this affect their rating? The item i recently bought is cancelled and another will probably have to be since the seller has neither shipped nor responded. The seller

keep their 5 star rating even though they are not fulfilling their part of the transaction. In the meantime, I am missing out on other items i could have bought but did not because I had already bought an item that I am not going to receive.

I AM REALLY NOT HAPPY.

Mercari refuses to refund me 5.99 for a shipping label I didn't use. I made a sale of a sweater and buyer paid 5.99 shipping. I didn't use the printer label because I don't have a printer. Shipped item at my cost for $10.10.
They refuse to return a minimum of 5.99 to my account because the "buyer" paid for shipping. I'm not asking the buyer to pay me, I'm asking Mercari, a large company with the funds to partially credit what I paid on this losing "sale".

I have been selling on Mercari for a few years. Their support staff has gotten really bad lately. They provide no support to sellers! They copy and paste the same message and don't listen to your complaint. Lately, there have been more buyers that are terrible. These buyers blame the seller for USPS delivery problems, high prices, and give low ratings. These problems are beyond the seller's control. Mercari support do not support the sellers in removing these bad unreasonable reviews, including damaging reviews. There are also "Karens" that have become a growing problem as buyers such as Karen Geisler from Matthews, NC and Jill Irvin from Newnan, GA. I won't be selling here anymore due to lack of Mercari support. I recommend selling on other selling platforms that provide more support for their sellers. Hope Mercari goes downhill.

I am filing a Complaint regarding mercari policy i've been selling on this app for years and there has been no updates other than them deciding to take more of a fee! Buyers are able to buy from this app without understanding the policy first about leaving a seller a rating once the product is received and they are satisfied it takes three days to try to beg buyers to leave a rating so you can receive your money otherwise you have to wait for the app to release the funds on their own on the third day which is supposed to be automatic but never happens I always have to contact them first which is ludicrous and doesn't even follow their own policy! Automatic means automatic! Also I've been a seller on this app for years and there has been no change on the instant pay it stays in remains $500 every month and I think this is awful because there is sellers that make much more money than that a month after waiting three days to get a rating and never getting one Macquarie to release your funds you have to wait another five days if you have no more instant payouts and only direct deposit available it takes weeks to get payments for stuff that you sold! They need a policy change they're going to lose a lot of sellers and I already know that they have already and it's absolutely ridiculous we're in 2021 going on 2022 something needs to happen!

Purchased diamond earrings from mercari
Suppose to be 14kt white gold, then I Received them and they looked very nice so I rated them
Rated them not knowing they were not 14kt white gold. They hurt my ears so I took to jeweler they advised they were not 14kt white gold, so now they are not as described. You can not lie about a product that is not 14kt gold. I was told it was a gold overlay

I purchased a sweater for 300$ and prematurely rated the buyer.
The sweater was listed with tags and labled "NEW" on the buyers page. I'm disappointed that I didn't do a thorough check and rated the buyer. My husband seen it and asked- where's the tags and then said, this is not "NEW" at all and worst of all a replica/fake. I immediately contacted Mercari within the same hour of rating the buyer to notify them of the situation and error.

Mercari supposedly have strict guidelines:
Items that are known or suspected to be replicas, imitations, or in any way not authentic should not be listed on Mercari.

Any item that appears to be inauthentic will be reviewed and potentially removed from the platform.

AND THE ITEM I RECEIVED WAS FAKE AND NOT AS DESCRIBED.

I'm asking Mercury as in GOOD-FAITH to rectify this situation.

I am so disappointed 😥. I found a pair of shoes and started to purchase them. I decided on the PayPal 4 payment option because I didn't have the full amount to pay at the moment. I git charged 2 times by paypal and the full amount by mecari. I automatically git ahold of them to cancel because I was so angry. I thought I git ahold of them within MINUTES, tge order would be canceled..nope 2 days later the lady sent them out. I am ANGRY 😠 😡. She won't answer me how to return them. Mecari has a weird return process and doesn't give you a "other" option..its been a HOT MESS! NEVER AGAIN WILL I purchase from Mercari!

Buyer contacted me with an Offer of $225 on my $300 beauty/hair care product, valued at $390. I accepted the Offer within hours, and answered some questions. I shipped the same day. Days later I noticed that the day after I shipped, A request to cancel the order came from the buyer. I responded that the product had already shipped. I received dozens more buyer messages over the week following. Because I was in the middle of a cross-country move I didn't see all of the messages until many days later. The buyer demanded a forwarding address. I did not have one at the time because our apartment in Sedona, AZ fell through and we were in the midst of scrambling to find a local apartment that would accept 3 dogs. Mercari okayed the return without any explanation & the product has been shipped to my P.O. Box with only 1/3 of the product in the bottle.

Purchased a purse from a seller on Mercari on June 24, 2021 who listed product as "LIKE NEW", received the purse it appeared inside and out to be in good condition (I did not pull on the strap, didn't think I would have to). On July 9, 2021 took purse out to use, went to place on shoulder and strap broke, completely separated into to halves and is not usable as seen in picture below.

I received the Babe lash serum yesterday. Upon opening the envelope, the box was torn and a little beat up. The box was completely open and there were no seals in place. One of the seals was even pushed inside the box. The wand on the brush is discolored at the tip and there is absolutely no moisture in the tube. It is either completely dried out or completely empty. After at least a dozen attempts to contact the company through the contact us button, which is the only apparent way to reach them, I continue to get get an error message that says try again in a few minutes. I tried last night and this morning at home and have tried again at work. There is no contacting them.

So I'm guessing you guys operate with no security on your system and I can just help myself to hack into it? That's precisely what you are expecting ALL your customers to do including me. Like I stated to Erwin, I will NOT be shopping on Mercari until you get this problem resolved and it would behoove you to do it soon if you want to increase your customers and sales on your web site. And NO I most certainly will NEVER disconnect my VPN for anyone! That's totally insane to ever ask anyone to do that. Even Amazon and eBay would never be so brazen to ask their customers to take down their VPN, Google would love if everyone did just that! Security on anyone's PC in this country is paramount, if you intend to stay in business and not have your system hacked into. I will be writing about this company and cautioning people on Twitter, Facebook, Reddit and Quora since I do a lot of writing about computer security and how important it is.

Good Luck!

Stephen Rial

On 7/17/2021 2:05 PM, Mercari Support wrote:
> ##- Please type your reply above this line -##
>
>
> Maria J (Mercari)
>
> Jul 17, 2021, 12:05 PM PDT
>
> Hi Stephen,
>
> Thank you for your patience. My name is Maria and I'm stepping in for Erwin while they are out of office to see how I can help today.
>
> I understand you're having trouble logging into your account using the website. I appreciate you taking the time to provide your feedback and I'm going to pass this along to my team as well.
>
> At this time Mercari is only available in the United States. Since a VPN is designed to make your location unknown, this can cause the error you're running into and limit your account access.
>
> If you are using a VPN, please turn it off and you will be able to continue to use Mercari.
>
> While this is not the resolution you'd hoped for I appreciate your time as we reviewed this for you. I apologize for any inconvenience this has caused you.
>
> Thank you again for your patience, feedback and understanding. Please don't hesitate to reach back out if you need additional assistance in the future. I'd be happy to help!
> Maria J
> Team Mercari
>
>
> [protected]@linuxmail.org
>
> Jul 16, 2021, 12:55 PM PDT
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> Ummmmm no I'm not understanding your messed up logic at all and that's Mercar's huge loss of customers. If eBay and Amazon used your logic they wouldn't have any customers left 😂
>
>
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> Erwin (Mercari)
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> Jul 16, 2021, 11:26 AM PDT
>
> Hi Stephen,
>
> Because we only operate within the United States your account can only be accessed while in the US connected directly to your carrier or internet service provider. When you have a VPN enabled your connection is scattered all over the world and you will no longer be able to access or use your account.
>
> Thank you for understanding.
> Erwin
> Team Mercari

I have tried numerous times through email and telephone to get help but all I get is "problem solved". Not true! I was listed as not registered and also suspended forever for having two accounts. Not true! I was on the website and was told to go on the app. Same Info. Sunnyday123 on both. I sold for one week and made$97.68. Covid hit our family and I stopped selling in December. I have ordered hundreds of dollars over the past few years and they certainly took my money. I tried using my profit and was told I couldn't buy or sell on this site. I want my money. Their customer service is a joke and no one will help you. Please let everyone know what a scam these people are. Shame on you Mercari!

Especially for 1st time users. My 1st purchase was not yet arrived, but, they were preasuring me with a 3 day time limit to rate the seller. (I did not know/understand that rating the seller meant approving the product.
So, I nicely made a positve rating.
Then I received a defective item. The Seller never responded and Customer service was extremely slow to respond...when they did, they lied to me about giving me a coupon since I could not return the item for a refund. Then, they totally ignore dealing with the fact that as a first time user I was not aware of this ridiculous Refund policy.
How are we to know if an Item is defective or not until we receive it and try to use it.
Seller was very poor in communicating. IF and When they finally responded to my request, they never followed through I my responses.
The product came with an email address to contact them, I tried that, but never got a response. .

Hello,
I am Genuinely Worried about a purchase. It didn't hit me until I had already bought it.
It is SUPPOSED to be an Authentic Van Cleef and Arpell necklace.
I have seen hundreds of really low priced pieces from this supposed designer on Wish.com and AliExpress.com.
I am not only concerned for myself, but for other buyers who use your site.
Is there anyway you can use your Authentication Rules to police these Liers and outright Thieves?
As far as I'm concerned, your website has been infiltrated by common crooks who are taking advantage of people who don't know better when it comes to authenticity.
THAT IS YOUR JOB.
Please look into my account and you will see the UnAuthenticated Van Cleef and Arpell that I stupidly purchased for $120 last night. I asked the seller for more photos because they only show Stock Photos. But, the Seller only responded that the item was sent out and that it is "Genuine". I have not received it yet, but after I do, I'm going to bring it to a jeweler, and most likely be very embarrassed when they tell me it's a fake!
Please do what your company promises, and MAKE ALL SELLERS AUTHENTICATE EVERY ITEM, SO WE CAN SHOP SAFELY AND CONFIDENTLY.
I have attached screen shots of these FAKE items from the websites that I have mentioned.
This is a serious concern for everyone.
Sincerely,
J. Roberts

THIS EMAIL WILL NOT GO THROUGH!
BUYERS BEWARE!

I sold a item on Mercari, they closed my account for no reason and kept my funds from sales. They sent me a notice to have my funds sent by direct deposit, but closed the account before I could get my funds. They did the same thing to my wife.

I am complaining about the return/damaged item policy and your incredibly slow responses.

I have 2 claims. I opened with clear pictures. The mugs were in pieces, tiny pieces, . It takes over 7 days for your to respond asking for yet more pictures.
The email went to spam and even though I was in the app daily, I was unable to find the claim and there was NOT 1 notification in there or push notifications on my phone!

I therefore took 3/4 days to respond and actually only after I happened to go to my spam and see an email saying the claim was resolved.

I am out of pocket for mugs to the tune of $96. I have sent the pictures (late or not) I am entitled to a refund!

If I went to the store they would refund.

Given COVID and your slow responses and the fact that you have no consideration for MY life and the fact that I may not have been able to respond even if I had seen it.

On top of which I cannot contact you again. I have to start a new issue, explain it all again and again.

It is absolutely appalling.

I would like my refund and will seek legal advice if this is not responded to with 24 HOURS

The platter was sent cross-country in a reused cardboard box, wrapped only in paper towels and a dish towel. It arrived on January 30 in several pieces. I went immediately to the Mercari website to request a refund. I filled out a form in which I described the problem and the packaging. I also submitted the required photos (six of them), showing shipping label, packaging, broken platter from different angles. I then clicked on "Submit, " and got an error message. I went back, tried again, and got the same message: unable to process. So I then reduced the photos, in hoped that was the issue, but the site would still not accept my request. I tried calling, but got a machine telling me to leave a message and my number. No one returned my call. In frustration, I returned to the site to look for an alternate means of registering my complaint. The closest option on the drop-down menu was "my app isn't working." I received a message back from a rep telling me she had forwarded my complaint to Returns, so I'd be hearing from them. I didn't. On Feb 3 I received an email from Mercari with the subject line "Service issue resolved, " so I went to the site to file my refund request. I found, however, that I could not do so, because it had been more than 3 days since I received the item. I then reached out to Mercari again, with my story and my photos. I got a message back saying that there was nothing they could do since I did not file my complaint within the three-day window, even when I provided evidence that I had reached out the very day I received the item (in fact, within an hour of receiving it). I tried one last time, and they refused to budge. I also tried reaching out to the seller directly, but she did not respond.

Sold this item in August via Fed Ex. It has been stuck in shipment since that time. Fed ex will not take responsibility nor will Fed Ex. We have left multiple messages with Mercari, many emails and talked with many people at Fed Ex.
This package weighted 15 pounds and has to be somewhere. How do we get this resolved when it's hard to talk to anyone at Mercari and Fed Ex just keeps putting us off.

I have used mercari in the past to buy items no issue. I have made 3 sales recently can't get paid. I have funds in a balance but can't transfer the funds . This is appalling and bad business practice. I continuously email with no resolution .
I never would've use this company if I knew that I would not be able to get my funds out of this app. I want my money for the sales!

I ordered Bella Notte homespun pillows from seller "loritz." The purchase price was both pillows for $60. Despite multiple attempts to contact the seller they were never sent. Now she has the same pillows listed for $104. This is an incredibly dishonest method of doing business and she failed to fulfill her end of the obligation. I've only purchased 2 things from your site and this is not a good reflection on Mercari.