Andrea B Blv

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Return issues

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Mercari - Return issues
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I had a return which the seller approved, but then Mercari denied. The seller reached out to me to confirm that the return was approved on her part, but stated she later received a message that I cancelled the return, which I did not. This was a large purchase and I was returning due to authenticity issues. Now Im stuck with items that I cannot legally resell and Im out a huge chunk of money because Mercari messed up. Furthermore, at the sellers recommendation, I called the help line and was told they dont offer live help in my area.
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Loss:
$200
Pros:
  • Easy to find what you are looking for
Cons:
  • Return policy and customer service

Preferred solution: Full refund

User's recommendation: Don’t shop on Mercari

Jody M Ppt

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Sold fraudulent product, seller switched out the facial cream, not genuine, ripped off

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Mercari - Sold fraudulent product, seller switched out the facial cream, not genuine, ripped off
Mercari - Sold fraudulent product, seller switched out the facial cream, not genuine,... - Image 2
Mercari - Sold fraudulent product, seller switched out the facial cream, not genuine,... - Image 3
Thought I Purchased Triple Lipid face cream manufactured by SkinCeuticals. When I got the product and opened the jar, it smelled wrong, so I compared it to one that I had ordered directly from SkinCeuticals. ANd they ripped me off! The cream was the wrong color, wrong texture, and not SkinCeuticals at all! The person who sold this to me took out the good cream and put in their own fake cream. It said when I bought it that the box was damaged, but it didn't say that the seller swapped out the cream!!
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Loss:
$115
Cons:
  • Do not buy damaged boxes

Preferred solution: Full refund

User's recommendation: DON"T BUY ANYTHING NOT SEALED OR DAMAGED

Adele B Isw

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| map-marker Staten Island, New York

They make it very difficult to reach a live person

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Mercari - They make it very difficult to reach a live person
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I purchased a so-called real Native American Squash Blossom necklacewhen it arrived today I was so very disappointed to see that it was a cheap knockoff!!!I want my money refunded!I took four photos of the necklace, its not real silver and the turquoise is fake!Even the clasp is cheap!!!what do I do next!?
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User's recommendation: Be very careful what you buy, ask questions!

Cassandra M Kuf

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I want my money back

Mercari - I want my money back
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i want to cancel it because i'm waiting for the product for how many months..please help for this matter..64,000 in yen is not small amount for me i want my money back..i hope you're kind consideration for this kind of problem thank in advance
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Loss:
$64
Pros:
  • This is my first time - no comments

Preferred solution: Full refund

Ramon C Lna

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Called and no option to speak to anyone

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Mercari - Called and no option to speak to anyone
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Original review Dec 27, 2023
I made a purchase on Mercari on December 19, 2023 and the seller printed the shipping label, and till this date the seller havent shipped the item I purchased, I contacted the seller many times without any response, so I contacted Mercari for a resolution and they responded that since the seller printed the shipping labels, that I have to wait 15 days for me to get a refund, Im not buying anything from Mercari anymore, terrible customer service.
View full review
Loss:
$184
Pros:
  • Many items for sale
Cons:
  • Bad customer support and service

Preferred solution: Full refund

User's recommendation: Don’t buy on Mercari

Rachael P Avi

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I WAS SCAMMED BY A SELLER

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Mercari - I WAS SCAMMED BY A SELLER
I purchased a bag, the seller HonestOnyxx sent me the wrong item. I returned it, but Mercari says I took long to return. She got paid and is now refusing to send me my bag bc she can't afford the cost of the label. Mercari customer service is doing NOTHING to help me except to tell me they're not refunding me my money.
View full review
Loss:
$300
Pros:
  • Great selection of merchandise
  • Great deals from sellers
Cons:
  • Sellers are not held accountable
  • Dont care about the buyers
  • There is zero customer service

Preferred solution: Deliver product or service ordered

User's recommendation: DO NOT SHOP FROM HERE OR FROM THAT SELLER SHES A SCAMMER

Jessica O Bbr

FRAUD AND ZERO CUSTOMER SERVICE SKILLS

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Mercari - FRAUD AND ZERO CUSTOMER SERVICE SKILLS
Mercari - FRAUD AND ZERO CUSTOMER SERVICE SKILLS - Image 2

I have sold some things and I have bought some things on Mercari. Currently I have 57 five-star reviews.

These reviews are from sellers and buyers. My account is under my name with all of my information, including a picture of myself. I've had this account for at least 18 months, if not longer. Randomly last week, Mercari asked me for my W-9 information and a copy of my driver's license.

I have a debilitating extremely painful rare disease and I'm on disability in the state of Texas. I was just selling my own possessions like handbags or clothes. I wasn't sure if I could enter my W-9 information and I already had a bunch of money in my account from making sales recently. So I entered my husband's information.

I planned to get his ID when he got home from work. When I spoke to him, I learned he can not have another job due to a security clearance level job he has. I had no idea and apparently it's extremely serious that they ask you every month. So I contacted macari and told them my mistake.

I explained to them the entire situation. I was treated like a criminal who had looted a Gucci store and was selling hot items online. I had this account as I stated for quite a while and randomly here and there sold things and bought things. I called disability and found out that I could give them my information so long as my sales don't exceed a certain amount per month, which they would be nowhere close.

I was selling my things for extra money for my kids for Christmas of all things. Money is tight in 2023. My husband just retired from his reservist military role after serving our country for 23 years and doing multiple tours with him away while I raise our family. He retired and our funds have been tight, so I decided to sell some of my things to make some Christmas money for my kids.

Mercari insists the account now be in my husband's name and that if he does not provide his ID they are going to close the account and keep all of my money. The first person I spoke to said no problem and they would help me. They said just resign into your account and enter your W-9 information and send us your ID. I did that.

A few days later I noticed it was asking for it again so I completed it a second time. A few days later my money was still on hold. So I started sending messages to customer service as there is no phone number that we can call them from here in Texas. I called all the phone numbers and they all say there is no phone support for my area.

The nice guy that was replying to my messages was replaced with a horrible representative named Janae. Not only did she show no mercy and go on and on about regulations, but she was incredibly rude about it. She treated me like a criminal from the moment I interacted with her. It didn't matter that I have mounting Dr bills from dozens of surgeries I've had over the past couple of years.

My tendons tear and break constantly. I have multiple surgeries every year to repair different parts of my body and to keep me out of a wheelchair. After several interactions with her and pleading with her I asked that she escalate to her supervisor, respectfully. Mind you it takes 48 hours before they ever reply, sometimes up to 3 days.

Today I got a message from someone who says they are the manager, although they refuse to give me a name. But they were extremely hateful and said if I wanted my money my husband needed to put up his ID and after that she would gladly give me my money and close my account! That's it. What can I do?

Nothing. So instead of making extra money for my kids for Christmas, I'm 200 more dollars in the hole. There is nothing we can do because my husband can't provide his ID. We can't risk him losing his job over my 200 bucks, but I know they can help me.

I sent them information on it as before I got sick, I ran a freaking bank. I know all about laws and regulations and I know they can help me. They just refuse to. It doesn't matter that I have 57 five-star reviews with comments after comment complimenting me.

It doesn't matter that I'm disabled or that I made this mistake and I had no idea my husband couldn't do this. Nothing matters. There is just nothing else I can do now.

Pitiful. Infuriating.

View full review
Loss:
$196
Pros:
  • You can sell your belongings easily
Cons:
  • No way to contact the seller
  • Inability to speak to anyone
  • Steal your money

Preferred solution: My money direct deposited to Bank. The money I made from selling my personal items like handbags and clothes.

User's recommendation: This company commits fraud and keeps your money if you make an error. Plus they are nasty and hateful about it and won't give you their name or let you talk to anybody voice to voice.

Joy L Qth

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| map-marker Chattanooga, Tennessee

Lost pkg

Mercari - Lost pkg
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According to tracking info. Pkg was empty of contents and packaging was discarded. Apparenting contents were missing in Memphis prior to continuing route to Chattanooga
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decontee c

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Refund

Mercari - Refund
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Mercari - Refund - Image 3

Seller stole me a fake diamond for $350 with tax bill was $375 . Product was refused I took photos to prove it was delivery.

Seller presentation of package was very poor. However I send package back same day as it was delivered. When email whom in charge of funding between seller and buyer. Their response was highly offensive.

I dont like the idea feeling of being robbed by seller, perhaps website owner.

A peacefully purchased by trusting seller and company website employees with $375 in return of what I expected to be. Im asking for a peaceful refund back into my account in which Ive been trying to receive for the past two days or three days perhaps.

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Preferred solution: Full refund

User's recommendation: Website needs to make sure all sellers are not selling fake products.

Resolved
Harold L Ypk

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Resolved: Poor Mercari Customer Service

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Poor Mercari Customer Service
Updated by user Jan 30, 2024

Company fixed the issue and I have been provided with apology. Pressed the issue and they agreed I was not at fault and they determined the transaction was done by a scammer.

Original review Dec 31, 2023
I sold a brand new Bulova watch with original packaging and tags in unused condition. Buyer received it and first stated that it was damaged in shipping but UPS delivered it to him in person as per the delivery confirmation.

If it was damaged why did he accept delivery and then wait 2 days to report it. Then he states that I sent a used damaged watch and submits poor quality pics that I cannot even tell if it is the item that I sent. Mercari sides with this buyer who has no history with Mercari stating that I misrepresented the item. My pics on the listing shows the item as described.

I have over 30 sales with a 5 star rating for each sale. Attached is one of the pics I used in my listing showing the item as described.
View full review
Loss:
$335
Pros:
  • Process of selling an item is generally good
Cons:
  • Poor investigation by mercari about customer return request

Preferred solution: Full refund

User's recommendation: Be careful doing business with this company

Anonymous

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Verified Buyer
| map-marker Mundelein, Illinois

Poor system of handling of returns!

Mercari - Poor system of handling of returns!
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Recently I purchased item on Mercari and after receiving it, I wasnt happy with item and also need to pay extra for shipping after I already paid seller. Still trying to return this item but Mercari is keep asking lots unnecessary of questions after I sent them all proofs of shipment and dues Again, not happy customer!
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User's recommendation: Do not recommend baying or selling, dues are to high!

Carol R Uiv

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Fix pissed off as ***

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Mercari - Fix pissed off as ***
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Fix my site to stop sending expired offers I need to be able to accept them pissed fix my Mercari so I can sell sell sell
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Preferred solution: Fix my Mercari site to get offers on time

User's recommendation: Really ?

Ronnie F Svr

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Package has not been delivered to me

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Updated by user Jan 11, 2024

No one has done anything to resolve it. No one seems to care. They take your money but they don't care about giving you what you paid for.

Updated by user Jan 11, 2024

Nothing has happened yet no one has done anything to help. They may think they are helping the but they are not expediating the process.

This is for a birthday party that has been planned for 3 months. It was ordered in plenty of time to get here. Now I cannot have a birthday party without it. Because everything that goes with it.

Has already been bought so I cannot give that to the birthday without the big present. My birthday party is ruined.

Original review Jan 11, 2024
I got an email stating that my package was delivered to my mailbox. My PlayStation 5 Spider-Man edition is too big to fit in a mailbox. The only thing I received was a thank you, letter sticker and that is it? I did not receive my playstation five spider man edition at all
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Loss:
$515
Pros:
  • So far there are no pros
Cons:
  • No delivery of products

Preferred solution: Deliver product or service ordered

User's recommendation: Do not order from these people they are not dependable

Jahlil B

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Verified Buyer

I need to know where my shorts are that say delivered but arent here so i emailed and complained to the carrier and mercari various times with no sort of help. I have to write a review in an hour.

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I need to know where my shorts are that say delivered but arent here so i emailed and complained...
I need to know where my shorts are that say delivered but arent here so i emailed and... - Image 2
I need to know where my shorts are that say delivered but arent here so i emailed and... - Image 3
I need to know where my shorts are that say delivered but arent here so i emailed and... - Image 4
I need to know where my shorts are that say delivered but arent here so i emailed and... - Image 5
I need to know where my shorts are that say delivered but arent here so i emailed and... - Image 6
i need to know where my package is because it says delivered but is not here or at my neighbors and also need an extension for my rating because it will automatically rate it for my afterwise. Then I will lose my money with no sort of the product.
View full review
Loss:
$13
Pros:
  • It is a good place to sell
Cons:
  • Dont really help you when it comes to customer service

Preferred solution: Deliver product or service ordered

Clifford R Ynj

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Scammed

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Mercari - Scammed
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2 items in a row that were scams. I ordered an MSI RTX 4070 Ti... what I got was a pokemon card...they lied any the weight of the package and everything...
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Loss:
$444
Pros:
  • Lot of stuff
Cons:
  • Next to impossible to contact customer service
  • Scams everywhere

Preferred solution: Full refund

User's recommendation: Stop making it impossible to contact your customer service