Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Mercari for over a month regarding my 1099-K form that I was supposed to receive by end of January. I never got the form, tried calling for over a month, but never got through to them, have been emailing nonstop these past couple of weeks but no response. It is illegal for them to not send this to me by January 31st and Ive mentioned this to them in email, but they dont care. Im done waiting, I need this form as soon as possible.

  Business Response

  Date: 03/29/2025

  I reviewed the support history and confirmed that the agent explained to the customer where the ***** can be found. I checked the user's account and confirmed that they did not meet 2024 1099K requirement.  To get sales activity, the user can pull their Gross Sales Report from their Seller Dashboard.

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

  Reporting threshold

  $5,000 in 2024

  $2,500 in 2025

  $600 in 2026 and after

   

  Customer Answer

  Date: 03/29/2025

   
  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,
  
  Anwr *******

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a seller on Mercari have been a excellent seller since 2019. On 3/172024 sold a Coach purse which was clearly listed as *See description * in the description I stated missing shoulder strap this was New without shoulder strap.I made sure to list the issue it sold on 3/17 shipped buyer received and put a refund request in to Mercari because no shoulder strap. Mercari has held payment under review this was clearly stated in description the seller did not take the time to read the *See description * I want my money for the purse now. The buyers fault not mine. Mercari has not paid me .

  Business Response

  Date: 03/28/2025

  The return decision has not been made by Mercari agent. The seller did communicate their concern and we know that they decline the return request from the buyer.

  Customer Answer

  Date: 03/28/2025

   
  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

  Date:03/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business closed my account without valid reason.

  Business Response

  Date: 03/28/2025

  Your account was flagged for selling Prohibited Items or engaged in Prohibited Conduct. It indicates that your account may be in violation of our Terms of Service, pose a danger to yourself or others, or Mercari may have a legal obligation to take action. The user received multiple warnings on listing violation since 2023. The account has been permanently closed. Any new account will also be close.

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 3/9/2025 I requested a direct deposit for my earned balance of $75.68. on 3/17 Mercari notified me that they cancelled the transaction and charged me $2 which was removed from my balance with no explanation. After confirming my account information was correct and reaching out to my bank to confirm this was not an issue on their end, I messaged Mercari seeking an answer, and followed up every 24 hours looking for a response. I also called them multiple times but they are not taking phone calls.

  Business Response

  Date: 03/24/2025

  Due to technical issues and weather issues causing shipping delays, our support response has been delayed. 

  As for the direct deposit, the receiving bank rejected the funds. Mercari charge a $2 fee for returned withdrawals. The return was for R03 NO ACCOUNT/UNABLE TO LOCATE ACCOUNT. The bank did not provide specific but it can be one or all of the following:

  1. Bank name doesn't match

  2. Routing number is incorrect, make sure to use ACH routing number

  3. Bank account number is incorrect

  4. Account type is not checking

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

  Customer Answer

  Date: 03/24/2025

   
  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. The business sent me this information privately the same day as receiving this
  
  Sincerely,
  
  **** ************

• Initial Complaint

  Date:03/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/2025 I sold an item to a customer on ******************** (Screenshot 2025-03-19 131610)I shipped the item on the same day and it was delivered to the customer on 2/13/2025 (Screenshot ********************** seems to be having a glitch on their UI and is showing the same tracking number with a status of delivered on 1/13/2025, which is a month prior to the transaction. Mercari is now refusing to release funds, saying I cannot prove the item was delivered. It should be noted that the customer has not indicated that the item was not delivered, as one would expect they would if they hadn't received their item for a month.

  Business Response

  Date: 03/24/2025

  I reviewed the order and support history. The seller shipped the order using their own postage. For these orders, we request buyers to rate the order. Our support agent completed the order on 3/23 and the seller was paid.

  Customer Answer

  Date: 03/24/2025

   
  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

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two items of clothing for my child on Mercari. I work from home and am always home when the mail is delivered. In addition, I have a security camera on my front door to notify me of deliveries. On 3/10/2025 Mercari notified me that my package had been delivered. I had no notifications from my front door, so I walked to my mailbox by the street. No package was in it. I checked with neighbors and around my house and did not locate it. I let the seller know that day that it was marked delivered, but I didn't not receive it. We both filed inquiries with ****. The **** did nothing except tell me to check with neighbors and around my house and confirm the address was correct. The package was never located nor did any neighbor come forth with it.I imagine it was misdelivered and whomever received it, kept it. Regardless, I both paid for an item AND over $6 shipping for items I never received. It is ultimately Mercari's responsibility to make sure I receive items I purchased from their website. Instead they took my money and I have received nothing. I did request my money back from Mercari and received a response parroting the **** stating that 'the package was delivered to my house'. It wasn't. Wherever the mistake happened, it most certainly was not my fault as the consumer. I've never seen nor touched the package. Also, each order charges a Buyer Protection Fee, would that not protect buyers from situations like this? What is that money for?I would like a refund of my money as is fair and ethical. I've shopped from this site for 5 years and have 88 five star reviews for transactions.

  Business Response

  Date: 03/23/2025

  I reviewed your support history and there were two orders that we received inquiries for:

  b49135902990 - was delivered on 3/10. Our agent opened a case with **** to confirm the item was delivered to the intended address. **** confirmed it was. If Buyer suspect of theft, then they should report it to the ************************* at ***************************************** by selecting the Mail Theft link after logging in, or by telephone at **************, Option 3. 

  m28828369226 - this was canceled as buyer requested as per our cancelation policy

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

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23079916
  
  I am rejecting this response because:

  I do not believe the package was stolen. We have a community forum where we post if there are any suspicious characters in our neighborhood. Every house on the street has a security camera, including mine. We've never had 'porch pirates' let alone somebody opening federally protected mailboxes where this package was allegedly delivered. I believe this item was misdelivered and whomever received it, did not give it back to the ****, nor returned it to me.

  I have no proof that what I ordered was ever even in the alleged package. For all I know this was a scam on behalf of the seller. I am the consumer and I paid for two items AND shipping, and I received nothing. It is not my responsibility to correct this, but the business which should be insured. Mercari is responsible for insuring that I received the good I paid them for. I have not received it. They still have my money. I would like the goods I paid for or a refund. It's very simply. I'll accept either.

   

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

  Business Response

  Date: 03/25/2025

  We've responded to this complaint and there has been no new information or evidence provided to change the decision. We did filed an investigation with **** that confirmed it was delivered to the intended address.  If the customer suspects tampering post-delivery, they should be directed to contact local police to file a report. Additionally, they can choose to contact the ************************* to report suspected mail theft at ***************************************** by selecting the Mail Theft link after logging in, or by telephone at **************, Option 3.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23079916
  
  I am rejecting this response because:

  It is NOT on the consumer to bear the burden of making sure a product paid for from a company is received. You are stating that the **** confirmed it was delivered, but they have offered neither of us proof. I filed the report with them as I indicated in my first message with you. The employee who called me, *****, had no usable information besides it was marked delivered. It would still be marked delivered if delivered to the wrong address. They don't use photos at delivery like every other major delivery service, whereby I could prove that it did not match my house. 

  It is obvious that you will never take ownership of this issue. All I can do now is let as many people know about your lack of ethics and integrity as possible. I regret all the money I've paid to your company over the years. No further purchases will ever be made from you.

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

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold an item on Mercari and **** reports the item arriving 2/18:****************************************************************************************** On 2/21 - Mercari system automatically rates me as the buyer did not provide one during the 3 day window even though they would have received multiple reminders from Mercari letting them know the item had arrived and they needed to inspect it. (Not a huge surprise because buyer had only made 2 other purchases and a lot of the "newer" buyers don't know this)A full week after delivery - the buyer files a claim that they never received the item on 2/25. Even though the order is closed according to Mercari and ****, Mercari takes money out of MY ACCOUNT. It's 1 week after it was delivered & far past Mercari's own 72 hour rule: "To help provide prompt payment for our sellers, Mercari automatically rates a transaction within 72 hours of carrier-confirmed delivery. An order is considered completed once the buyer or Mercari rates the transaction."I have multiple correspondences with Mercari help - and I get conflicting messages - the first ****** says "we put the money in your account because your buyer didn't rate within 72 hours so this order is closed and we rated you." Mercari even has it listed as being "complete" - not that there is an open investigation.****************************************************************************** follow up multiple times for an update - am repeatedly brushed off. I go to my local PO and speak them on 3/7 and confirm that the item was delivered on 2/18 and THERE HAS NOT BEEN AN INVESTIGATION OPENED INTO THIS DELIVERY. The label I used was generated through Mercari, which is supposed to provide buyer and seller with protection. Even though the buyer didn't follow rules around reporting a "missing item" within 3 days and even though there's proof of delivery, I'm being treated as if I'm at fault by having the money deducted from my account while there's a 3 week "investigation"?

  Business Response

  Date: 03/21/2025

  I reviewed the support ticket from the Buyer. They claimed to not receive the package and our Agent reached out to **** to confirm delivery address to make sure their was no manipulation of the label. I reviewed the response from **** and added the funds to the seller's account.

  Customer Answer

  Date: 03/21/2025

   
  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.

  I greatly appreciate the help from the BBB in getting this resolved. 

  I am not sure why it took Mercari so long to fix this issue - when it seems like it was a very simple fix. I was strung along for a month - with the company taking money from my account to cover for an investigation that wasn't even happening according to ****. I begged multiple customer service **** to give me information and was either ignored or lied to. The fact that I had to resort to the BBB is really unacceptable. 

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

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Mercari for a recurring issue I have experienced with their platform, which has not been resolved to my satisfaction. This is the second time in two months that I have encountered this exact issue, and I am extremely frustrated with the way the company has handled the situation.On both occasions, I shipped items to buyers, only to have the buyer return an empty box. In the most recent instance, I filed a support ticket to report that the package I received was empty. After five days of waiting for a response, I was told that my support ticket had been denied because the items inside the package were not damaged. However, at no point did I ever mention that the items were damagedI simply reported that the box was empty.When I clarified this with the representative, they changed their reason for the denial and claimed that they had contacted the shipping carrier ****** and that the carrier had confirmed the package contents were as delivered. This is highly suspicious because **** does not inspect packages for their contents, so I am certain this statement is false. This inconsistency in their reasoning is unacceptable.Also I was notified that the buyer had been refunded three days before I even received any response from Mercari, which is an unfair and biased practice. As a seller, I have been treated poorly and my concerns have been ignored, leading to a lack of trust in Mercaris support system.I am disappointed with how Mercari has treated me as a seller and their failure to adequately investigate this issue. Their lack of transparency, inconsistency in their responses, and their apparent willingness to lie in order to resolve complaints is deeply troubling.I am requesting that the Better Business Bureau take appropriate action to investigate Mercaris practices and hold them accountable for their actions. I also request that Mercari refund the full amount of my sale and provide a proper resolution to this issue.

  Business Response

  Date: 03/21/2025

  I reviewed the order and support history for the return. The return was approved for by our agent according to our Return Policy. As for the claim that they received an empty package for order m30969996377, I checked the weight of the return label with **** and the weight was 1.51lb.

  As for m48914399542, the item return was what the buyer received.

   

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23074935
  
  I am rejecting this response because:
  
  the sender can type in any weight they want. And after much much back and forth and providing a video of me opening the package - I received my payout for this order. the obvious miscommunications/incompetence between the **** is astounding, 

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

  Business Response

  Date: 03/25/2025

  We've responded to this complaint and there has been no new information or evidence provided to change the decision.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23074935
  
  I am rejecting this response because:
  They continue to ignore my evidence and closed my support ticket on the mercari app automatically after their representative stopped responding. Business is still refusing to look at the evidence.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sold an item on mercari, brand new in box item- sealed by manufacterer, and shipped properly in the original box that it was shipped in from the manufacterer. the item arrived damaged to the buyer, and mercari will not honor shipping protection, they have approved the return despite the item no longer being in its original state- brand new and seled in box. it was shipped via **** and should be covered by shipping protection, as the reason for return was damage

  Business Response

  Date: 03/19/2025

  Based on the information and photos by the buyer, the item did not work. This was not caused due to transit issues caused by the carrier, the item is being returned to the seller.

  Shipping protection is not applicable.

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 1 paper book dust jacket for $20 plus shipping. I measured and weighed the cardboard tube, which came to 3oz. I entered the dimensions and weight into Mercari while listing the item. After it sold, I dropped the item off that day. The item has not arrived after over 30 days. The company agreed to cancel the order however, they are refusing to provide me a refund through their shipping protection. They state the item is over 1 lb but will not provide me with where they see that information. I weighed the item in its package and have a receipt from the post office with the weight of 3oz on it. It states 0 lbs 3ozs. I provided them with proof and they claim the receipt says 1lbs 3oz. I would like a refund since my item is missing and I am out the compensation for it.

  Business Response

  Date: 03/19/2025

  Our escalation manager reviewed the shipping protection request and approved it. 

  Customer Answer

  Date: 03/19/2025

   
  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,
  
  ****** ******