ComplaintsforMercari, Inc

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****************** on 8/5/2024. It said it was shipped on 8/9/2024. It said it was left in my mailbox on 8/10/2024. When I didnt find it in the mailbox I sent a message to the seller and never got a response from them. Now the seller is not active anymore. So I message Mercari 2 days ago about the issue. I got a message yesterday and they said they were reviewing the transaction and they would be in touch in 24 to 48 hours. I still have not heard anything and I spent a lot of money on the castle. This is my ticket number *******. This is my **** tracking number is **************************.

  Business response

  08/14/2024

  After reviewing the consumer's concern, I confirmed that the correct resolution was given. Mercari requires tracking for all orders and uses this information for order confirmation. We request the Buyer or the Seller to contact the shipping carrier to confirm the actual street number the package was delivered to. Upon further review, the Buyer was refunded in Balance for the full amount and can cash out or use it for their next purchase.

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business I purchased from is Mercari.On 6/20/24 I purchased "***************************** blonde ****** and paid a total of $176.74 out of pocket and $29.50 from my account balance. The seller shipped the item on 6/24/24, and once the package arrived on 6/29/2024. I felt that it was fishy because my item was in a bag instead of a box which isn't allowed for hazmat items such as the perfume I purchased. Once i opened the item it was the completely wrong item. The item did not match what was in the listing what so ever. I immediately messaged Mercari support. The support page claimed to respond in "about 3 hours". I opened an inquiry about my order wanting to return the item on 06/30/24. I explained my issue and provided pictures for proof. It has been nearly 30 days and I have not even received any type of response.

  Business response

  08/16/2024

  After reviewing the consumer's concern, I confirmed that the correct resolution was given. The Buyer received a refund back to their Mercari Balance on 8/03/2024.
  
  

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mercari has a return policy protecting against purchases presented one way and being delivered another. I have corresponded with their customer support at least 10 times, each time providing everything they ask for. I purchased perfume listed as AUTHENTIC in all caps. When the item was received, the metal label itself was off center, scratched and the fragrance is super weak and clearly not like the real version. No upscale brand would sell their product w the label affixed incorrectly. I immediately followed Mercari's protocol. I have since sent in 5 sets of the photos they want and in one case they gave me 24 hours to send more; even though I was out of state, I had a neighbor go to my house to get more photos. While they say they will respond in 48 hours, they often do not, yet again, they give me strict turn times. When I send more photos in, they continue to say they want more photos of the same thing. The pictures are perfectly clear and sent as they request. The seller on the site has also disappeared, so it is clearly fraud. Mercari is giving me the runaround, assuming I suppose, that I will give up. I have made many purchases with them and this is the first time I have requested a refund. Essentially, they advertise a policy on these type issues, yet are refusing to honor it. Again, I have sent in everything they have ask and in a very timely manner. I am asking them to honor their policy.

  Business response

  08/11/2024

  After review, we understand that this consumers complaint has been resolved by the Mercari ***********. 
  
  For any additional details or follow-up, we advise the consumer to reach out to the *********** again. 
  
  Signed,
  Mercari Customer Experience
  
  

  Customer response

  08/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a $400 collectors item and received a piece of garbage. I immediately filed a return with proof of the item received vs what I paid for. The seller provided an incomplete address, so when I returned the item they were able to mark it as not delivered to try and keep the money. I opened an inquiry with Mercari providing proof of all of the above (seller made the shipping label in one state, shipped it from a second state, then wanted it returned to a third state...tracking info shows the address they provided as being illegitimate). Mercari never responded after 2 full weeks on their website, the provided contact email, and their support phone number is not even set up in my area. I had to file a chargeback in order to receive help, and even then it wasn't by Mercari. This company does not care about it's customers. It falsely advertises to call a support number that does not work. It falsely advertises to email a customer service email that does not respond. It falsely advertises someone will respond to your support inquiry in 1-3 business days. They should not be allowed to advertise support avenues that do not work, especially the phone number. They should be required to provide help within their stated timeframes. Even a simple message that they're looking into it and need more time. I received NOTHING. The only time they did anything was on the PayPal dispute where they tried to say I'd be refunded (lies!).

  Business response

  08/10/2024

  After review, we understand that this consumers complaint has been resolved by the Mercari ***********. 
  
  For any additional details or follow-up, we advise the consumer to reach out to the *********** again. 
  
  Signed,
  Mercari Customer Experience
  
  

  Customer response

  08/11/2024

   
  Complaint: 22009364
  
  I am rejecting this response because:  

  Mercari didn't resolve my issue at all. I had to file a dispute off-site through my payment method and they resolved the issue. Mercari even lied to this company saying my refund was already issued when it was not. Rightfully so Mercari lost this dispute and only then did they refund me. They only ever responded on their own help site after they lost the dispute to say my open ticket was being marked as resolved and closed. 

  Sincerely,
  
  ********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold an item on their site, the buyer returned it, mercari issued them a refund,yet I nevr received the item back which was a Deadpool costume, mercari said I had to file aclaim with **** I did so, *** acknowledged they sent costume to a different address & paid the claim, to mercari. Since mercari is the sender with paid postage for all items, I have sent over 10 emails asking them to issue the *** money back to me, they have ignored all emails & have Not paid me the money that *** Paid on my claim, for lost costume. Can you please help me?

  Business response

  08/06/2024

  The support agent reviewed the photos provided by the Buyer and compared it to the listing condition, photos and description. I reviewed the support history and confirmed that the agent followed the Return Policy and Procedure. 
  Item condition: ******************************************************************
  Return policy: **************************************************************************************************
  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes from mercari on July 1st 2024. The seller marked them as shipped. However upon contact with *** they have not received possession of the item. I have messaged the seller multiple times along with mercari customer service. ****** customer service only answers me one time and told me I could come back and request a refund if it was not shipped or updated by July 15th nothing has been done nothing has been updated no one is responding to my messages as far as customer service or the seller. They will not let me cancel the item and I'm getting irritated because I want my product or I want my refund. I tried calling ******** customer service number and I was told that there is no live chat available to help me to message them through the app which I have done. No one has responded to me I need help.

  Business response

  08/05/2024

  I reviewed the order history and the order has been canceled and the Buyer has been refunded.

  Mercari is a consumer marketplace. Once the seller marks the item has been dropped off at the carrier, we allow the first scan to show up for 15 days.

  ******************************************************************

  Customer response

  08/05/2024

   
  Complaint: 21995712
  
  I am rejecting this response because:
  Your customer service was unacceptable. Period. I did receive a refund only after filing the complaint. Not one response to any of my other messages. There's no phone number to contact customer service either. I got told that there's no help available in my area. Do better. 
  Sincerely,
  
  *****************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i sold my shoe on mercari but they dont want to release my fund and they suspended my account

  Business response

  08/05/2024

  For security purposes and for the safety of all of our users, when we see signs of unusual activity on an account, we immediately suspend access to the account while we investigate the issue and verify the identity of the individual using the account. 
  
  

  I confirmed that the Seller cashed out the sale proceeds from the sale of their shoes.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sell my personal and unused items on Mercari. I have already listed 5 sealed products on the website. However, one day, I suddenly found that my account was deactivated. I asked them what happened, and they said I needed to upload my ID. I expressed my concern about uploading my real ID to the platform, and they assured me it would be okay. However, I was busy preparing for my lab techniques license and forgot to do so. I successfully uploaded my ID a few months later, but now they say they will close my account permanently. I still have $109 in my account, and I am asking them to return my money.

  Business response

  08/05/2024

  For security purposes and for the safety of all of our users, when we see signs of unusual activity on an account, we immediately suspend access to the account while we investigate the issue and verify the identity of the individual using the account. 
  
  

  Please write in to Mercari ************** to resubmit your ID. **************************************************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date: June 8, 2024 I sold a game console valued at $600 on Mercari to a buyer with a well-established profile, which had 27 items sold, 48 five-star reviews, and 20 active listings. The day after receiving the console, the buyer requested a return, which was unexpectedly approved the same day. When I inquired with Mercari, they stated that the package didnt match the listing and photo.I accepted the return, and the package was allegedly delivered after two days. However, I did not receive it until a week later. When I finally received the package, the console was missing and had been replaced with a weight. Additionally, there was no record of this return on Mercaris platform, and the buyers profile had vanished completely.I have screen recorded video of the buyer profile because of the suspicious After quick return. I searched for all listings associated with the buyers profile, but it no longer exists. This situation raises serious concerns of a potential inside job.I lost 600$ worth of gaming console and I only got back the chargers and internet module.

  Business response

  08/03/2024

  I reviewed the order and support history. As this return reason fit Mercaris Return Criteria, we were obligated to approve the buyers return request.
  All sellers have the option to have their returned order reviewed by Mercaris Return Team if there are any discrepancies with their returned order, as mentioned in our Return Policy.
  
  However, we have confirmed that the package was marked as delivered to the consumer on 6/12/2024 but they have only reached out to our *********** on 6/27/2024. The order has been canceled and the Buyer has been refunded.
  
  
  We are unable to proceed with the review as it is already past the review timeframe for Returned Packages. **************************************************************************************************
  Seller Return Issues
  When the Seller receives an item back from the Buyer, the Seller has 24 hours from confirmed delivery to let Mercari know that the item is not in the same condition as initially shipped. The Buyer has the right to open the item (including a sealed package) to inspect it before returning the item. Sellers can inform Mercari about the items altered condition from the Order Status Page or *********** and must provide all information and photos requested by Mercari within 24 hours. Mercari will review the request and take appropriate action, at its discretion.
  

  Customer response

  08/03/2024

   
  Complaint: 21990390
  
  I am rejecting this response because: I bought and sold in a mercari platform many times before and I know for sure  the account that purchased my product was made by someone working inside mercari. First, I explicitly mentioned that I dont accept return and the buyer agreed. But the first day they received the item and they requested a return(not because the device wasnt working but it didnt run the program they want it to run). Before I received the item, the buyer account disappeared. And few days later, I got a mail with everything in the same package expect the gaming console wasnt there instead a 2 pound weight. I lost 600$ and I will make mercari pay one way or another 
  
  Sincerely,
  
  *************************

  Business response

  08/16/2024

  We've already responded to this complaint. 

  The support agent reviewed the photos provided by the Buyer and compared it to the listing condition, photos and description. I reviewed the support history and confirmed that the agent followed the Return Policy and Procedure. There has been no new information provided to change the decision.
  
  

  Customer response

  08/16/2024

   
  Complaint: 21990390
  
  I am rejecting this response because: as I have stated before it was an inside job. I only ask that they review the seller account, ********************** have been removed instantly after I was scammed out of 600$ but now appeared to be active but no items for sale. Please review the images uploaded. I have no way of accessing the reason for return or the attached photos the buyer provided, which Mercari support claimed to have send me. And also the buyer was aware of the return policy on my listing description(Absolutely no return) but return it next day saying the temperature was high without explanation of what he is running on it. Even the best of computers can be run hot with heavy software, which makes this a suspicious return request. Did mercari tried to verify? Nope. They approved it right away like they know the buyer personally 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bag off there site from a buyer. I requested a return because of cigarette smell, cigarette ashes in flaps/ folds of bag, and a weird stain. The company wanted me to send them photos of a smell/ order which is impossible. I could only send pictures of the cigarette ashes & weird stain. This company is supposed to sell gently used items not some else trash.

  Business response

  08/03/2024

  Mercari is a consumer marketplace and have a limited return reason. **** doesn't qualify as not as described and the return decision made by agent followed our  policy.

  After reviewing the consumer's concern, we can confirm that the correct resolution was given.
  Per our Returns Policy, buyers may be eligible for a refund for the following reasons:
  -Item doesn't match listing
  -Item is possibly not authentic/ counterfeit
  -Item doesn't work
  -The item arrived damaged
  -Item is incomplete
  -Wrong item
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩