Mercari U.S.  Reviews 

I wish I could give negative stars. Their customer service is BEYOND terrible. I had someone buy books from me. Took the box to UPS with the preprinted label. Everything was good. No discussion about anything. Buyer gets the box. Gives me a rating. I rate her. Then Mercari tells me via a pop up after I rate her that UPS charged me more for the shipping - which is likely a lie and took ALL of my earnings in addition to their ridiculous fees. Called the number. Tried to talk to a human. Sat on hold for 10 minutes and they hung up on me. Had to use their stupid form w/ 500 character limit. Have been going back and forth with a whole bunch of useless offshore "customer service" people. In reality they are just mouthpieces to keep your stolen money and write nonsensical drivel. You get in a constant loop with zero resolution. I have asked repeatedly to speak with someone in the United States and they ignore my request - likely b/c the people in the US who make 6 figures off of my stolen money don't want to be bothered. Terrible, awful, horrible, completely unethical company that prey on people just trying to make a few extra dollars.

I sold an item. Didn’t really understand how shipping worked, being my first time, so that’s on me. But customer service was HORRIBLE! They took the entire $400 that I was to profit for shipping charges and then would not give me the item back (took weeks for them to respond, that part was not on me). Customer service was terrible. I’ll NEVER sell with them again. And I’m out $400. So irritating. After fighting back and forth with them for a solution, they closed my case and didn’t resolve anything.

Item was not authentic as was advertised. I had been on vacation so I couldn’t reply within their three day window to verify condition of item. I sent the item back to the seller contacted customer service and they said sorry past your window. We can’t do anything about it. I was out almost $200.

Got few good used items from the website, but when I recieved two garments that did not match their listing, I put in for returns. One went relatively smoothly but the website design makes it so you cannot view returned items under your Purchases page. The reps suggestion was to download their app, of course.
The bigger issue is Mercari will not always issue a refund back to your credit card: sometimes they automatically just issue a temporary credit (that expires), in this case, for a blatantly inaccurate listing. Support is a joke: they explained that sorry, we'd love to help you but we have no say in the matter, Mercari just decides it doesn't want to refund you back to your original purchase method because you purchase was too insignificant (here, ~25$). Yeah, while our website says you are guaranteed buyer protection and a "full refund", it doesn't say we can't pay you in monopoly fun bucks!

They charged a $52 “buyer protection fee” which, as it turns out, is their way of saying if you don’t pay it they might sell your information and oh! Best part — when the item arrives damaged, which mine did, you get a FREE return label (that costs 35 cents). What a deal! Never using them again.

If I could leave negative stars I would. They’re running a fraudulent business with scammy business tactics. They’ll request you return your item despite transit damage so no protection policy actually exists. I literally deleted my account after this pathetic excuse for customer service.

I ordered on Thursday come Saturday UPS says they hadn't even dropped my package off. I requested a refund, they refused stating seller claims to have sent it. I even sent the UPS page that showed that she hadn't dropped my item off. They pretty much called me a liar! I reported to my bank and money won't be released until I let them know I received the item. If I have not received it by 10 days and they refuse a refund I will report for fraud!
This company use to care about customers, now they trust what their wallets tell them. Sad that I can not trust this company anymore. I will believe UPS over Marcari any day what are they stupid or thinking customers are? Shame shame Marcari!

I was trying to talk to the seller as this was my first time using the site. They kept deleting my messages and told me I was violating their rules. I will NEVER again buy from that site. First and last time

I have sold on this app for a year and had nothing but issues. They constantly step outside of their own policies. They allowed a return and I agreed. The customer was supposed to return the item within 3 days. They continued to push this timeline for over a month and held my funds. The item was never returned and after attempting to contact customer service 15 times they finally released my funds.
The next issue was an ups scan that had my measurements completely wrong. I take pictures of all of my packages with measurements and weights so I turned in the photos to show they were incorrect only to be met with 10 emails back and forth from customer service saying they only accept what the carrier tells them. Then what is the point of having a built in system on the app for overcharging? Completely fraudulent.
Never once after dozens of calls did I get an actual person on their customer service line.
I’ve deactivated all of my listings. Never selling through them again.

Bought a book cancelled before it was shipped 20 Days later I received the book and they refused to take it back very bad company do not recommend

Extremely poor experience with Mercari.
I paid for an item and the seller never shipped it—no tracking, no updates, no communication. Despite this, Mercari held my money for over 15 days before issuing a refund.
There is no excuse for holding a customer’s funds that long when the seller has clearly failed to ship. This reflects a serious failure in their system and lack of accountability for sellers.
From a buyer’s perspective, it feels like your money can be locked up indefinitely while nothing happens. That’s not just inconvenient—it’s unacceptable.
I strongly advise others to be cautious using Mercari. This platform does not adequately protect buyers when sellers fail to fulfill orders.

I have been using Mercari for over 2 years selling items I have been scammed several times buy buyers and mercari the site has allowed buyers to damage items and return them for a refund the site has approved return from buyers who have lied saying they received a different item and mercari has removed my sold items posting completely after refunding the buyers unjustly so I don't have my original listing or sales proof of my items at all that I was ripped off for witch I'm sure is not legal in anyway they remove my original post trying to remove my poof of my items condition when sold I will be contacting a lawyer soon so you are better off selling elsewhere even if the fees are higher you will be better off than being scammed or ripping off by mercari allowing buyers to scam sellers on there site

Too many verification steps upfront. First, email. That’s fine; I can shut that off at the snap of a finger. Now, phone number. Umm, no. Hey support, help! “We want your government ID!” Uummm, big no. All I want to do is return communications with my seller for this one and only purchase I will be making, if that even happens.

4⁴Terrible refund policy. Claim that they can't issue a refund after 72 hours because they release funds to buyer. I was out of town and wasn't able to inspect the product within 72 hours. Product shipped without any internal packing and pl⁴⁴astic bottle broke and product completely leaked from container. Buyer beware of this company.

They have one of the worst Customer Service departments for sellers that I have ever seen. They are so unwilling to help with any issues at all, and will keep the buyers money and not give it to the sellers even when they proved that the buyer received the item. Every time I have to contact them it is a huge pain. I feel like it’s just someone sitting on the other end of the computer in their crotchety underwear watching porn, who doesn’t wanna help. I wish there was a way to transfer my almost 1000 reviews over to another platform instead of starting all over with another platform altogether.

Most of my experience is good although its a pain if you need to return something. What I would say is NEVER EVER purchase electronics because if after 3 days it no longer works you are shit out of luck. Mecari won’t budge and refund after 3 days. So if you purchase something electronic make sure you test your item accurately and quickly.

1 star. Seller support is essentially nonexistent. Messages are clearly AI-generated and no one responds by phone. A buyer left me a 1 star review claiming an item “didn’t work,” then admitted they never inserted batteries, but Mercari ignored this and didn’t respond. This is not the first time: they previously approved a return based on a false claim without even checking with me. Sellers are left completely unprotected.

Absolutely terrible customer service. There was a technical error with THEIR system that canceled the incorrect order. Unfortunately for me, the item was already in transit. The buyer was refunded the money, received the package, and even though it was a technical issue on their part, Mercari customer service pretty much told me I’m shit out of luck. They continuously just kept reading their “scripted policy” and didn’t care whatsoever that it was an error on their systems end. I’m now out the money from the sale, oh but don’t you worry — Mercari will still be getting their cut! Waiting for my pending orders to be paid out and I will be findings a new platform with better customer service. I’d give 0 stars if possible.

Mercari is stealing from me. If a buyer doesn’t rate within 72 hours they are supposed to auto rate the transaction and pay you. Mercari now uses AI for customer service and when my sale didn’t autocomplete, I reached out and was sent an obvious automated message that said their policy but fails to address the fact that that they are late to pay me! I have made nearly 600 sales on Mercari. This is far from the first issue. Their use of AI makes it impossible to get real assistance when needed. This is so unprofessional.

I've been with Mercari for years as a buyer and seller, no complaints here. I've received the wrong item or a fake item and Mercari was quick to rectify the situation.