Mercari U.S.  Reviews 

You can't message the seller until everything goes though. I couldn't stop the process when I realized i didn't need the item. I tried to message after I verified my account but it still blocked me. I tried to reach out to the seller to stop the shipment but I still couldn't message the seller because the transaction was complete. Now I'm stuck with something I don't want and now way to contact the seller to stop shipment.

Mercari has incompetent, illiterate customer service agents in some third world call center and policies that protect fraudulent and lying sellers while ignoring and insulting buyers who are victims of those sellers. Mercari is clueless and does nothing to police the myriad fakes and counterfeits sold on their platform. Whether you’re buying or selling avoid Mercari at all costs & BEWARE!

Absolutely horrible experience as a seller. I shipped an item thru FedEx. It took weeks for FedEx to register the tracking and move the package. I was not able to file a lost item report with FedEx, Mercari had to do it. They did not. They allowed the buyer to cancel the purchase. The buyer eventually received the package and was willing to send it back; however, I, as the seller, was expected to provide a return item label. It was easier to take the loss than fight with Mercari, as all I ever received was AI generated responses. Totally infuriating. They NEVER back the seller regardless of feedback history. Avoid this business if at all possible.

I received an item not as described and submit a return request with photos. Mercari denied the request. I had to file a dispute with my credit card company to get a refund. The customer service is extremely poor. I do not recommend shopping here.

Terrible customer service! All you get is emails that are generic statement the same thing from different names and no help at all. The fees are high. Overall bad experience as a seller.

I sold an item and tracking hasn’t updated in over a week. I took it upon myself to call UPS and ask where it was after a week he’s gone by with no uodate. They’re telling me that it’s lost. I have contacted Mercari support multiple times and I don’t even think they read what you send them because the answers I’m getting back are nothing like the question that I’ve asked. It takes them days to get back to you and now I’m told that if I contacted UPS I wouldn’t be eligible for their protection. Nice to know that now . I have to wait 30 days till they consider it lost. Meanwhile, I’m out that money for my item. Half the time the updates aren’t even accurate. This company is awful, I’m finish selling here, I will sell elsewhere.

I've sold about 30 items, all clothing and I wasn't thrilled with the price I got but it was fine. Then five days ago I sold an item but Mercari didn't notify me by email. I found out only by accident when I opened the app and Mercari had notified me within the app. They never sent a mailing label which they do through email. But it's not in my email or spam. Since this is a major part of Mercari's job in the transaction, I called to notify them of this problem and make sure it hasn't happened with other of my listings. The app says you can't contact them on text, you have to call during Pacific time hours. When I called, I was put on hold for ten minutes, at which point a recorded message said you've been on hold over ten minutes and hung up. Unbelievable! I'm closing my account with them.

Very poor support experience.

My account was limited for identity verification even after I submitted all requested documents, including my passport. I currently have an active order but cannot ship because Mercari blocks shipping during verification.

Support only sends generic responses and does not provide a clear timeline or real solution. This negatively affects sellers and their reputation.

The system allows selling but blocks shipping, which makes no sense. This process needs to be improved.

I ordered some products twice. First time,everything was fast,quality was perfect. Second time, products was expired, for year. I want my money back. But I already give 1 star for review. If you did that, they never back your money. Please, don't use this company

They allowed a buyer to damage an item and return it to me, forcing me to take the return. Did not read any of what I had written and did not protect me from a buyer who deliberately damaged the item and allowed them to return it to me. Brand new item.

There have been a lot of glitches with their app. I have been a seller on this app for over 5 years. Whenever you have any issues, you are prompted to contact help. Whenever you go to the help, it is nowhere near helpful. Help is very scripted and never actually gives any helpful things to do and they take 3 days to respond. you have 72 hrs to ship and rate and they take 72 hrs to even respond? I have had issues with tracking being wrong a lot of times, labels won't generate, and the app glitches a lot. With the fees that are associated, whenever there is an issue they won't ever reimburse the fees for their errors or cost of your time.

Mercari used to be a great platform when I used 3-4 years ago. I never had a problem with sellers until recently and I discovered just how toxic their policies are and non-existent the customer service is other than bots or script reading drones. They don’t care if you get scammed or that sellers lie about the supposed luxury goods they have. I was scammed twice and both times Mercari failed to help even with undeniable evidence that the seller was a fraud. I’ll be reporting my case to the police and contacting lawyer just for the sake of not being igonored and them thinking I’ll just take the loss and they keep my money.

Terrible… I’d say 80% of the items purchased on here are never sent, sellers ghost you while they hold your money…they don’t hold anyone accountable in that site they just let them keep screwing you…stick with EBay

Terrible customer service. Takes large shipping adjustments that are not justified. Stay away

This platform is very frustrating for buyers. The system feels misleading and does not always reflect the true seller experience. For example, if you request a refund due to an issue, you are unable to leave a rating for the seller. This means that many five-star reviews may not represent the full picture of how sellers actually behave.
Additionally, sellers can mark items as “shipped” even when they have not been sent, and buyers may be forced to wait up to 15 days before they can cancel the order. This creates unnecessary delays and uncertainty.
Overall, the process seems unfair and poorly designed from a buyer’s perspective. I would not recommend using this platform, as it can easily turn into a frustrating and disappointing experience.

If I could give a negative rating I would. I ordered a 1000 piece puzzle which was advertised as being complete. When I finished it had one chewed piece and 5 missing pieces. I didn’t realize I had to ask for a refund within 3 days. I would never sell anything like that but Mercari refused to do anything. They said it was bought as a lot and they don’t refund. They completely made that up because it was a single purchase. They never intended to do anything. Horrible company. Will never do business with them again.

Terrible company with the worst customer service ever

Stay away from this company.
Mercari has closed my account for no reason.
I have $700 in my balance for the items that I sold, there are refusing to pay me.
Their customer service is rude, useless and dismissive.

Never can speak with anyone on the phone. Aweful

I've sold 25 items and have had a 5-star rating on all of them. My luck turned when I became the buyer and trusted a seller to give me an authentic item. I only realized days after accepting the item that the item was fake. The seller then either deleted their account or Mercari removed it. Not only does Mercari completely wipe their hands of any responsibility with their 3-day return policy, but they also allow violations of their Prohibited Items policy it seems, allowing sellers to sell fakes to unsuspecting buyers. I've asked for help multiple times through their support, and have been met with automated responses each time. I had to escalate my issue to both the BBB and FTC, and even then I'm sure they won't help me. At this point, I'm ready to take the fall and move all of my items to other platforms and do a chargeback because this is unacceptable. I don't even care if they ban me. DO NOT trust Mercari to protect you as a customer. DO NOT trust the sellers on Mercari. And DO NOT leave your money in the app. Ever.