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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/03/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Mercari is an online business at ****************************. They are a buy and sell application that can be used on any IPhone. They say that any counterfeit items will be immediately taken down off the site. There are hundreds if not thousands of reborn dolls, kits, etc. that are counterfeit. These items are illegal copies of dolls that were made by legitimate artists such as ****** *****, ****** ***** Love, ******** *****, ****** *******, ***** *** Eagles, and so many countless other artists/sculptors all over the world. These artists did NOT give the companies in ***** and ***** that manufacture them, permission to replicate their works. Its not right and its certainly not fair to the sculptors and artists that have put hours, days, weeks, months and years into creating their works. Mercari allows these replicas to be sold in their website despite countless complaints. As long as they are making money; why should they care right? This needs to STOP. The artists and sculptors are suffering terribly because of this. They are losing so much valuable money. I am a seller on Mercari myself but my dolls are 100% authentic. Some legit dolls come with certificates of authenticity but the replicas do not. And if they do; theirs is a very large chance that the **** are fake as well.Business response
02/04/2025
We strive to provide a trusted and reliable marketplace for buyers and sellers. To do this, we monitor for Prohibited Items and conduct, verify customers, validate payments and use predictive analytics to detect and instantly evaluate suspicious activity, listings and orders. We also rely on the community to help us identify prohibited items. You can flag listings that you feel are counterfeit.
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Customer response
02/04/2025
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,
****** Dussault *********Initial Complaint
01/29/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
1/24/2025- ordered a dyson airwrap complete from a seller on Mercari. Shipped to ******, ** but not to my address. Says delivered 1/27/25 signed by JWoode, don't know who that is. ***** says it wasn't my address or name on the shipment so they can't tell me what address by law. That proves it was sent somewhere else on purpose. Only tell me that it was buford, **. I spent ****** with tax and shipping. I can't get any response from seller or Mercari. Emailed and called them several times. On hold for 11 minutes each time and then it hangs up on me. Tracking #************. Seller id ciprianiklayrton. Please help. I have asked my bank if they can do anything but nothing yet.Business response
02/01/2025
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. The investigation does take time to review with the shipping carrier. Upon review completion, the Buyer was refunded.Customer response
02/01/2025
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
01/27/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My son purchased an Xbox one S through Mercari on January 13, 2025. He received a notification that he could request a refund on January 20, 2025 since there was no tracking change. We've continued to try to cancel online. However, the request refund option does not appear. We've sent three customer service messages with no helpful response and the customer service line ends the call after waiting for 10 minutes. At this point we just want a refund. The receipt is attached.Business response
02/01/2025
For sellers that choose to purchase their own shipping label, they need to enter the tracking number. Sometimes, sellers will put something in the tracking number field before they purchase the label. This doesn't convey a lot of trust and I apologize for it. I forward your concern to our Trust & Safety team. The order has been canceled and a refund has been issued.Customer response
02/01/2025
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
01/26/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mercari refuses to assist customers in a timely manner when their orders haven't been shipped out. Their policy of waiting 15 days to cancel your order is ridiculous and needs to change. I reached out to the seller and shipping provider. The seller is non responsive. The seller never dropped off the item. They printed the label and within the app stated they dropped it off. Mercari counts this as a shipping update even though the carrier has not updated tracking. ***** has no record of receiving the item. I've reached out to ***** twice with no updates on their end since they haven't received anything. I've waited over a week with no shipping updates from ***** or even a message from the seller. Mercari tells me within the app the order is eligible for cancellation on 1/25, yet Mercari states I need to wait another 7 days for the cancellation to be eligible once I request cancellation. Mercari states if the seller doesn't respond to the cancellation request within 24 hours, your order will be cancelled, but since the seller stated they dropped off the item within the Mercari app and printed the label, this counts towards the 15 day cancellation window and you are unable to cancel your order before the 15 day timeframe. Mercari's conficting information gives me no reassurance that any purchase on this app is eligible for a timely refund process if tracking doesn't update from the actual shipping provider. This 15 day timeframe doesn't even include how long I'd have to wait to receive a refund on my payment method and the store credit I used towards the purchase. I want an immediate refund since the Mercari app tells me I can cancel the order on 1/25, yet their policies tell me otherwise. The conflicting information and policies Mercari has in place are some of the worst I've ever seen on any buying/selling platform in the industry.Business response
01/29/2025
Mercari is a consumer to consumer marketplace and we allow Buyers to request cancelation at any time before the Seller confirms that they dropped the item off at the carrier. Once the Seller confirms they dropped the item off, we ask the Buyer to wait for 15 days unless the Seller approves the cancelation.Initial Complaint
01/26/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Mercari sent me an email 01/25/2025 stating that my account has been closed due to selling non-authentic items which is completely NOT TRUE! I listed an authentic vintage ***** bag last week and now this. This ***** bag is vintage from the ***** Accessory Collection which was purchased in the early 80s.Business response
01/30/2025
After review, we were unable to locate the above mentioned transaction with the information provided.
To review the consumers case, we request additional information. Specifically, an item ID or the email address used when creating the account with ********************. Please contact us through our ************ **************************************************************Initial Complaint
01/26/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
When I first joined ********, I received an email that my account was limited pending ID verification. I provided said government ID verification and everything was great. I was able to sell and had made a few sales. When I went to do a direct deposit, I received another email stating my account is limited pending verification. So, I messaged customer service and provided proof that I had already verified my ID.Business response
01/29/2025
If we suspect the transaction activity is unusual or if your debit or credit card issuer alerts us that something is wrong, it indicates potential fraud or identity theft. Well limit your account to protect your money while we investigate.
Our Trust & Safety team completed their review and the account has been reinstated.Customer response
01/29/2025
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,
******* ******Initial Complaint
01/26/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am the seller on Mercari **** I made a sale on this platform on 12-29-2024 and it was delivered to the buyer on 01-13-2025 ( the delay was due to ****) The buyer claimed that they only received 1 item instead of 2 and initiated a return to which I sent Mercari proof with pictures to show that I sent both items. Mercari canceled the return at first but later approved the return. I used the Mercari Shipping label due to which I am covered for sellers insurance upto $200 but I still only received 1 item back and am not being re imbursed for the other item,even though after they reassured me that there will be a fair resolution. Mercari is now not responding to my messages. Please help with this issue. My ticket no. For the complaint filed with Mercari is *******. ThanksBusiness response
01/29/2025
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. The seller received the item back that was sent to the buyer. Shipping protection does not apply.
Item condition: ******************************************************************
Return policy: **************************************************************************************************Initial Complaint
01/26/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I spent 284 dollars on a product that I did not receive. I got an email stating I could get a refund because they cannot get a response from the seller and it may be lost so I clicked the link and it lead me nowhere with no option for the refund. When I tried to message them I got an automated response and they havent responded to my inquiry for days. Im out of almost ************************************************************Business response
01/29/2025
The item is in transit with an expected delivery date of 1/31/25. The item is coming from ****** and transit time takes a bit longer.
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Initial Complaint
01/26/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for $12.12 on 1/7 from a seller on mercari. The seller shipped the item promptly and it was stated it was delivered on the 10th of jan. I did not receive the package, and immediately reached out to customer service along with ***** **** stated it was delivered in the wrong box, and attemtped to retrieve the package but was unable to. Mercari stated they would open an investigation and give me a resolution promptly. On the 13th of jan, Mercari stated they were still investigating when i reached out for an update. I requested another update on the 19th and was told it could take up to 2 weeks for a resolution. The 22nd, they stated the carrier confirmed what i stated, and that i needed to wait until feb 6th for a refund or a claim with **** to be processed. I reiterated to them that they told me i would have a resolution within 2 weeks on the 24th. On the 26th, i was told the same thing that i was not eligible for a refund until the 6th, despite clarification on the *** policy and them agreeing that according to the *** i shouldve already gotten a refund. Yet i still have not received such refund. I explained i would be filing a BBB complaint and *** complaint, and was told essentially that they did not care. I paid an extra "BUYER PROTECTION" fee on this transaction, and yet no buyer protections have been offered.Business response
01/29/2025
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. The investigation does take time to review with the shipping carrier. Upon review completion, the Buyer was refunded.Initial Complaint
01/26/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello. I was a seller on marcari. I could no longer access my email on file for the account. My husband and I asked numerous times to please close the account. We keep getting sales notifications but we can't access the account. Numerous times we said we can't get into the original email to reset it. They will not close the account that we can't even access, after giving them every single piece of information we could pertaining to the account. So now they won't close it, closed out or claim, and it's basically oh well. Your accounts still open, you'll still get dales notifications but can't do anything about itBusiness response
01/29/2025
Based on the email written in, the user has access to their account. The other email addresses that the user shared were not associated with a mercari account.
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Customer Complaints Summary
5,649 total complaints in the last 3 years.
2,198 complaints closed in the last 12 months.
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