Complaints

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of Ranchero boots from Mercari on 2/13/2022 for the total cost of $60.06. The boots were listed as size 11, but when I received them they were size 9.5. I tried to return them but Mercari denied my return request. The business has not addressed the problem of the boots being a different size than from what was in the description, they merely denied my request to return the boots for a refund. I supplied them with a host of photographs that show that the boots are a different size than what was in the listing. The item ID is ************ and the person who denied my claim was******** of Team Mercari.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/04) */ After reviewing the consumer's concern, we can confirm that the correction resolution was given. Per our Returns Policy, buyers may be eligible for a refund for the following reasons: Doesn't match listing Possibly not authentic/ counterfeit Doesn't work Damaged Item is incomplete Wrong item Since the boots were as described in the listing, it did not qualify for a return. The consumer can read more about our Returns Policy here: ********************************************************************************** Should the consumer have additional questions, they are welcome to contact us via the Help Center. Signed, Mercari Customer Experience Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The boots were NOT size 11 as described in the listing. They are size 9.5. Business Response /* (4000, 9, 2022/03/10) */ Since we had no proof that the boots were a size 9, we are unable to facilitate a return or issue a refund. We suggest that the consumer ask potential buyers as many questions as possible to avoid situations like this from happening in the future. Signed, Mercari Customer Experience

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Mercari account was hacked over 5 days ago and I need my balance restored. Mercari still hasn't gotten back to me about the account hacking and balance restored.

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/02) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We appreciate the consumer's patience in the meantime as the team reviewing their account is currently receiving a high volume of incoming requests. We advise the consumer to continue working with the Help Center for a resolution to their issue. Signed, Mercari Customer Experience Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not respond by restoring my account or balance. They did not resolve my issue. I am still locked out of my account with no balance restoration Business Response /* (4000, 9, 2022/03/09) */ It appears the consumer's account is still under review. The consumer should be hearing back from our Account Specialists as soon as they have an update. Until then, the consumer's account will remain limited. If the consumer has any issues with the form, we ask that they please contact us within the Help Center for further assistance. Please note, the verification process must be completed in the Mercari app. We appreciate the consumer's continued patience. Signed, Mercari Customer Experience Consumer Response /* (4200, 16, 2022/03/26) */ HELP! My account never got restored, I never got access to my account and I never got my balance (money) back The CASE WAS NOT RESOLVeD! Business Response /* (4000, 18, 2022/04/03) */ After review, it appears the consumer is running into trouble resetting their account password. We require the consumer to login to their account and verify their information prior to our team being able to review and restore their account privileges. So we'll need to sort out their password issue before proceeding with anything else. We've sent the consumer a verification email containing instructions to verify their email address. If the consumer is unable to locate the email, we recommend double checking their inbox spam and promotions folders, and/or whitelisting the email address ***********************' in their inbox settings. Once the consumer successfully verifies their email address, they should be able to use the "Forgot password?" feature to reset their password and access their account to complete verification. After the consumer verifies their information, our Billing and Payments Team will review their account and provide an update about their currently suspended user privileges. We appreciate the consumer's continued patience. For any additional details or follow-up, we advise the consumer to reach out to the Help Center again. Signed, Mercari Customer Experience

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Mercari account was hacked on February 19th and the company has done nothing to address or resolve the issue. My email and password were changed without my permission, and I have been locked out of my account with the Mercari app. My account had access to personal and private information, such as my card numbers and street addresses. I have emailed Mercari several times, and they have not responded or been of help in this situation. I would like to close and delete my account with Mercari, but I still do not have access to it to do so.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/02) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We advise the consumer to continue working with the Help Center for a resolution to their issue. Signed, Mercari Customer Experience

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a new sign-in notification to my account from Mercari, shortly following I received a notification that my e-mail address had been changed, followed by a password reset notification. I contacted Mercari support and they stated they were unable to locate my account with the e-mail address I provided, which was the issue, someone had hacked my account and changed the e-mail information on file. I need to regain access to my account, so I logged in using my associated ******** account on my phone and was able to see the e-mail address it had been changed to, unfortunately, I could not reset my password, because that e-mail address does not belong to me. I provided this information (******************************* and again requested access to my account or that the account be closed because I had payment information stored in my account. Luckily, the person that hacked the account could not make any purchases because I had not updated my billing address after a recent move. I was then informed by the support agent that my request had been forwarded to their billing & payment department because my issue needed extra care. All the while still not having access to my account and the person that illegally took it over still having access days later. I filed an IC3 complaint with the FBI and even provided this to the agent, and this situation continues to be mishandled.

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/02) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We appreciate the consumer's patience as the team reviewing their issue is experiencing a high volume of incoming inquiries. We advise the consumer to continue working with the Help Center for a resolution to their issue. Signed, Mercari Customer Experience Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They reached out to me shortly following contact by BBB, and offered further assistance, only after the filing of my complaint and prompting. After responding to that communication and completing all of the steps I was asked to complete and confirm, I have not received any response since. I believe the reason for my contact should have prioritized the handling of the situation and it should have been escalated immediately due to unauthorized access to my account and access to my personal information. I feel they only responded based on prompting generated by my complaint. Business Response /* (4000, 9, 2022/03/09) */ It appears the consumer's account is still under review. The consumer should be hearing back from our Account Specialists as soon as they have an update. Until then, the consumer's account will remain limited. If the consumer has any issues with the form, we ask that they please contact us within the Help Center for further assistance. Please note, the verification process must be completed in the Mercari app. We appreciate the consumer's continued patience. Signed, Mercari Customer Experience

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Mercari account. On 2/19/22 my account was hacked and taken over my an IP address hacker in ********. I am based out of ** and it was not me. I emailed mercari now 3 times stating my account was hacked and they changed the email associated with my account so I can't recover the account. I also mentioned that the person is completing fraud activity listing 3 of my archived items for sale and selling them repeatedly for various amounts (money laundering?). I need this account recovered ASAP as I personally made 3 purchases on it a day or two prior and now I can't report receiving those items nor report that I had to refuse one of the items shipped to me due to incorrect postage paid on it that I had no ability to pay to get my package from ****. The service center stated response times of 12-14 hours and well it has been over 24 hours with not one response from Mercari. This is a serious matter as my personal info has been compromised including my bank account information that is linked to the account. This needs resolved immediately.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/25) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We advise the consumer to continue working with the Help Center for a resolution to their issue. Signed, Mercari Customer Experience Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The help center has not been helpful. The help center takes DAYS to respond. They gave me partial access back to my account. By partial I mean I can't message anyone seller wise on the app. I had purchased items from 3 different sellers prior to being hacked and one shipment had an issue and I can't tell the seller what happened and Mercari did not inform the seller what is going on. The items I purchased have now been returned to the seller and mercari is acting as if they have been delivered to me and I have to rate the seller. I need my money refunded before the 3 days have past and that started today 3/1/22. I also require full use of my account back. It should not take me sending over 10 messages to chat help center for them to half hazardly address one portion of it. There is still a fraudulent $100 deposit to a random bank account the hacker put on my account that occurred and no one will address that with me. I have uploaded screenshots of the deposit info and partial bank account the money went to...that was not my account it seems to be an online international account. I have uploaded screenshots of the messages a seller has sent me that I can't reply to and the screenshot showing the message mercari pops up when I try to reply stating I have a limited account right now Business Response /* (4000, 9, 2022/03/03) */ It appears the consumer's account is still under review. The consumer should be hearing back from our Account Specialists as soon as they have an update. Until then, the consumer's account will remain limited. We appreciate the consumer's continued patience. Signed, Mercari Customer Experience

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/22/22 I received an email from Mercari stating that there had been a return request placed on the sale of item Id ************. I then opened the Mercari app and opened the return claim. There was a message stating that I had until a certain time on 2/23/22 to respond and that I didn't respond by then that the request would automatic approve. Half of the pictures showing damage were blurry and I was unable to see anything. I wrote my response to the request but before I could submit it I received a notification stating that the return was approved already. They approved the item for return before getting my response to the claim. I took clear pictures of the boots and gave a correct description that the boots were a size 6 in children's. I packed the item well which the buyer stated in her response. The buyer states that the boots were falling apart by just touching when they went to try them on, but I was able to touch the boots to get pictures at different angles without them falling apart and I was able to ship them and they arrived fine and intact until they suddenly fell apart as soon as the buyer touched them. It doesn't make any sense that the boots would suddenly just fall apart at that point. I believe from the clear pictures I could see that the buyer who is an adult bought the boots thinking they could fit into a kid sized shoe which they clearly couldn't and when trying to squeeze their foot into the boot over manipulated the material and ripped it. The buyer ruined my boots gets to keep their money and I am getting boots back in a condition that I didn't sell them in. They are damaged and cannot be sold. How can a company make a decision without consulting both buyer and seller when it's clearly stated in their help section that the process works that way. Im extremely disappointed in this company I have the ratings and tract record that prove I am a honest seller. I am being accused of selling an item not as described and now have ruined boots.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/01) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We advise the consumer to continue working with the Help Center for a resolution to their issue. Signed, Mercari Customer Experience

• Initial Complaint

  02/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been selling on Mercari for almost 2 years. I have 109 sales and 5 star reviews. 7 days ago, I received notification that account information was changed. When I used Mercari's email to confirm that I did NOT make any changes, I was advised to change my password. However, the Mercari app no longer allowed me to change my password or let me login to my app. I messaged customer service through the Mercari website, and 24 hours later received an email saying my issue was forwarded to the payment and billing dept. I requested in another email my account be frozen and no transactions be allowed as I had not moved my money from Mercari to my bank account. I then get an app notification that my money is being moved out of my account. I still have not received any responses after several emails and messages sent on Mercari.com. I have (possibly now had) over $700 in my Mercari account, that Mercari will not help me regain access to, yet Mercari has taken their portion of my sales. I would like to resolve this as quickly as possible with the recovery of my money and regain access to my account so that ideally I may continue to sell. It's impossible to reach customer service and speak with someone directly.

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/01) */ It appears the consumer's account is still under review. The consumer should be hearing back from our Account Specialists as soon as they have an update. We appreciate the consumer's continued patience. Signed, Mercari Customer Experience Consumer Response /* (3000, 7, 2022/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still do not have complete access to my account and there has been no communication on the restoration of my money. I have followed the steps in verifying my identification, and responded to Mercari requesting next steps but have not received a response. Business Response /* (4000, 9, 2022/03/11) */ After review, we understand that the consumer's account is still under review. The consumer should be hearing back from our Account Specialists as soon as they have an update. Until then, the consumer's account will remain limited. We appreciate the consumer's continued patience. Signed, Mercari Customer Experience Consumer Response /* (4200, 11, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mercari still has not addressed the recovery of my money in the Mercari account. I received a message today that my government ID was approved but without the ability to respond to customer service and follow up on the rest of the issue. As I have (had) over $700 in the Mercari account, I am still waiting on steps to recovery these funds. Business Response /* (4000, 13, 2022/04/03) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We advise the consumer to continue working with the Help Center agents for a resolution to their issue. They should be hearing back from our Account Specialists as soon as they have an update. Signed, Mercari Customer Experience

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Frequently cancels transactions while they are in transit; but most recently a buyer ordered multiple items thst were sent together because the tracking is the same they will not honor many items unpaid because the buyer isn't responding to verify receipt even though tracking shows they were delivered

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/01) */ After review, we were unable to locate the above mentioned transactions with the information provided. To review the consumer's case, we request additional information. Specifically, an item ID for the abovementioned order. Signed, Mercari Customer Experience

• Initial Complaint

  02/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My account was hacked and Mercari offers no live customer service so I can not get my account back and my bank information is provided to them so whoever hacked it can make purchases on my bank card! Mercari needs to offer live support immediately!

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/01) */ It appears the consumer's account is still under review. The consumer should be hearing back from our Account Specialists as soon as they have an update. We appreciate the consumer's continued patience. Signed, Mercari Customer Experience Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone needs to contact me. It is completely unacceptable that I have not been reached to discuss my hacked account. The account is still under siege by hackers and the public can still purchase items from me and they will not get said items. CLOSE MY ACCOUNT NOW, MERCARI. Business Response /* (4000, 9, 2022/03/03) */ After review, we understand that this consumer's complaint is currently being addressed by the Mercari Help Center. We advise the consumer to continue working with the Help Center for a resolution to their issue. Signed, Mercari Customer Experience Consumer Response /* (4200, 12, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable. I have not been contacted by Mercari and my account is still under siege by hackers. Not a single follow up has been made with me. I will be seeking legal help if this is not taken care of immediately. Close my account Mercari! I have noticed on all of their social media that this is a huge issue right now! Stop passing this off to another department and get me the help I need with my account! Business Response /* (4000, 15, 2022/03/18) */ After review, we understand that this consumer's complaint has been resolved by the Mercari Help Center. For any additional details or follow-up, we advise the consumer to reach out to the Help Center again. Signed, Mercari Customer Experience Consumer Response /* (2000, 17, 2022/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account along with hundreds of others has been hacked/compromised and we can no longer gain access to our accounts. Mercari has done NOTHING to fix or remedy this situation after we have reached out for help. I reached out over 5 days ago on their website as instructed, along with social media platforms and have been met with no response or help! They have allowed hackers to gain access to our emails and passwords and changed them very easily, along with our personal information like credit cards, address, etc. which have allowed hackers to comprise our cards and make fraudulent purchases. Nothing is being done about this from Mercari and they are refusing to address it despite the numerous complaints on their social media pages and instead are trying to pass the blame onto the victims of the hackers. I would like someone to reach out to me so I can gain access back to my account and get rid of horrible Mercari forever , since this is how they treat their customers.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/01) */ After review of the consumer's complaint, we show that the Mercari account referenced has been reviewed and reinstated by our account specialist team. As such, we understand that this consumer's complaint has been resolved by the Mercari Help Center. For any additional details or follow-up, we advise the consumer to reach out to the Help Center again for any additional assistance needed. Signed, Mercari Customer Experience

*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. ↩