Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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 it

  Business 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.

• Initial Complaint

  01/26/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought a hollow plastic ****** Mouse from 1996. 2 weeks prior we bought the ******* Shipping for ****** under 4lbs was $9.99 and for the ****** it was 3.5lbs (we weighed at home and at FED EX and it came out under 4lbs and we paid the $9.99 but some one in Mercaris shipping upcharged it to 27lbs. No way does it match up to the weight of 3 newborn babies. We keep telling Mercari to refund and ******** I, said he would Handle it and then others take over going in circles with excuses. They never showed me a photo where they weighed the item to come up with 27lbs. If they did I would stop instead they lie and prey on the young kids that use the site to make some extra money. They figure taking $50 extra here and there wont be noticed if they can keep the cover up going on. ***** and ******** I sending messages to me that they understand its frustrating to be scamed, trying to calm people then turn around and scam them anyway. They keep sending messages that fhey have delt correctly with the seller and then I ask the seller if she is refunded and she says no that they ghost her and never answer. Im uploading photos of the item on 2 different scales (my home and fed ex) and also, the 2 ****** and ****** purchases where ****** was fair and ****** was priced outrageous with an additional $45 upcharge of the normal $9.99 shipping. They have also tried to discourage that I reach out to the better business saying that they cant do anythingwell seems like they found a way to scam the BBB as well. If the package deserved extra payment I would have paid it, but no reason to pay for whoever is lying about the weight on the inside of Mercari. I offered to take the item to ********* to let them weigh it for proof. My next step is to go to Fed ex and have them weigh it and ask the cost to send if it is less than $55 which is the total they are trying to charge-then I will take Mercari to small claims.

  Business response

  01/29/2025

  At time of listing, the Seller is responsible for selecting the postage weight. Mercari requests size data to calculate the best postage to avoid additional shipping costs.  The Seller selected to use ***** which charge the heavier of actual shipping weight or dimensional weight. Mercari asks sellers to put in the correct dimension to get the estimated shipping cost. The seller did not and is responsible for the additional shipping cost. ************************************************

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• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold a mr ********* lite write laser show to a buyer that became a member on mercari in 2025 with 0 ratings, myself on the other hand had nearly 585, 5 star reviews with the exception of 2(one was a 4 star review the other was a 1 star due to a buyer lying). The item being discussed was brand new in the box and was tested by me before it was sent out in perfect working order. I messaged buyer letting know that item was sent and never received any type of response until the day after it was delivered and she said it was broken that the music worked, but showed no image. We both contacted mercari and they approved her to send back. When I received the item back it has a loud rattle in the machine when shaken. It wasn't like this when I dropped it off at *** store. I sent pictures of said item to mercari and apparently the buyer did too (I asked mercari numerous times if I could submit a video of the rattling and never got an answer about sending one in) the screen of the machine is scratched and wasn't like that when it was sent to buyer. I paid alot of money for this and I sold it because it wasn't never used or I wasn't going to use it for a while and we are moving so I decided to sale it and make some money or I thought I would. I believe buyer swapped my item for a broken one or they broke it. I sold it for $190 in which the buyer had to pay fees and shipping cost also. Mercari sided with the buyer, you can't hear a rattling through pictures. So now I have a broken item and no money. In my opinion the buyer and mercari took money from my family. I know from the beginning of this transaction until the end (yesterday January 24, 2025) I was message over 5 people on the same thread on mercari, it's like my case was being passed back and forth). I was told by the last person that he wanted my cooperation and he couldn't make my item an ************ my opinion mercari should have given me a credit or given me said money for item. I feel like I should be compensated.

  Business response

  01/29/2025

  The support agent handling the return request, reviewed the photos provided by the Buyer and compared it to the listing condition, photos, description and the package used. The packaging was determined to be insufficient to get the item safely to the Buyer.  I reviewed the support history and confirmed that the agent followed the Return Policy and Procedure.

  Customer response

  01/29/2025

   
  Complaint: 22857912
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *** *******

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reporting the deceptive shipping charges and policy of Mercari. I have 76 completed sales and have always used the shipping label provided by Mercari as instructed. I currently have an item lost in transit and have been in constant contact with not only **** but Mercari as well. **** instructed me to start the lost item claim but I was instead instructed by Mercari that they would file the claim on my behalf at the 30 day **** and was given the date to reach back out to them. I was reassured multiple times that my item was covered and that I would be helped when I reached back out. That day is today and the representative initially stated that they would go ahead and file a lost in transit claim under Mercari Shipping protection which I agreed to. A follow up message promptly followed stating that the order had to be cancelled since it was over 30 days (today is 30 days) and that the item was in fact not covered due to incorrect label weight. I was not provided with any proof and the listing was deleted from my page. I have shipped this specific item before and have always used the label provided by Mercari and never had any problems. This is a deceptive tactic used to skirt responsibility to their buyers and sellers. The representative will not help me or provide proof.

  Business response

  01/28/2025

  We have reached out to **** to confirm the status of item. Since this is not a possession scan, we need to confirm they took possession. 

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Regarding Inaccurate Item Listing and Denied Return Request I am filing this complaint due to an issue with a purchase made on Mercari. I purchased a pair of shoes that were advertised as a specific size in the listing. Upon receiving the shoes, I discovered that the marked size on the shoes was entirely different from what was listed. This discrepancy has rendered the shoes unwearable, as they are not my size nor the size I believed I was purchasing based on Mercaris platform display.I promptly opened a return request, citing the inaccurate listing and the unwearable condition of the item. However, my request was denied by a Mercari support representative, who stated that the written description of the item matched the actual size. This decision fails to address the core issue: Mercari prominently displays the marked size of shoes in its listings, and that size did not align with the product I received.This situation is unacceptable. The listing was misleading, and I should not be penalized for a sellers error or for Mercaris failure to enforce consistent and accurate item representation. I request that Mercari honor its commitment to ensuring fair transactions by allowing me to return this item and receive a full refund.I trust the BBB will assist in resolving this matter promptly, as it involves misleading practices and a disregard for customer protection. Thank you for your attention to this matter.

  Business response

  01/28/2025

  I'm reviewing the return request with our escalation manager. We will respond to you through our *********** with the update.

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an item on this platform that appeared to be in great condition. The seller marked it as fair which means multiple MINOR flaws I received it and it is COMPLETELY different. The strap is BLACK and not brown, the pull tab stands straight up, it arrived wet and in dainty packaging for a luxury good. I am attaching photos of original listing and what was received as well as mercaris return policy. The policy does state if the PHOTOS differ, it is eligible for return. Mercari is now denying me a refund because it is as described which it is not and Ive asked multiple people , all of whom agree with me that it is not as described. It may even be a totally different bag. (The pictured were used from someone else) this is entirely disheartening that they would refuse to see my side

  Business response

  02/01/2025

  Our escalation manager reviewed the return request and approved the return.

  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,
  
  Bri Rychalsky

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Have used Mercari several times, I have had an occurrence of issues where Mercari o.k.d a return for no valid reason. And this is the second time. A Man named ****** ******* took our Sale of items and had picked out the items for a bundle sale. He recieved our items we packed ourselves and claimed We sent him an empty box. But however is sending back items We never sold him or have in our inventory. He has just committed fraud and Theft. And Mercari approved of this person to return whatever he says he'll return and Mercari didn't check the items posted. I want my sale that's over 200$ in rare ponies we sold And I want this resolved and this person and Mercari put to justice. Please help me with my situation

  Business response

  01/28/2025

  I reviewed the order and support history for this order. The agent followed our Return Policy and I agree with their decision. The photos provided by the Buyer confirmed that the item received doesn't match the listing description or photo(s).  
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• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/9/25, I sold a LoveShack Fancy ******* cup on the Mercari App. When an item is sold, Mercari will provide a shipping label with the buyers information. The label was for ***, so I dropped the item sold off at the *** near my house. The label provided by the merchant has a tracking number for ***. Per the tracking number provided, the item was delivered on 1/17/25 to the customers address. The customer then advised that they did not receive the item on the 17th. The tracking number shows that the item was delivered and there is a picture on *** website that the item was delivered. Mercari now says that they need to investigate the claim. It has been almost 10 days without a resolution. I have not been paid for the item sold.

  Business response

  01/28/2025

  Mercari utilizes tracking scan for delivery confirmation. The buyer contacted Mercari claiming the item was not delivered to their address. We take these claims seriously and need to contact the shipping carrier to confirm the actual street number the package was delivered to.  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 checked with the shipping carrier, *** and based on their geolocational the package was delivered to the intended destination. The order was completed and the seller was paid.

  Customer response

  01/28/2025

   
  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,
  
  ***** ****

*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. ↩