ComplaintsforMercari, Inc

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently sent a perfume valued at $69 (which I photographed the condition of before I sent it in many pictures) to someone who turned around and said it had been broken and glued together (not true at all). Because I had used stock photos of the item because it was completely full and my photos were not great to be *****, Mercari awarded the case to the buyer because I miss represented it by using the stock photos even though they were the same as my photos with better lighting. Even though the buyer was awarded the case they don't have to provide proof it was broken. I can only show my own proof once returned to me. The return was requested on 4/11/2024 and then awarded to the buyer on 4/19/2024. Now the buyer is making up excuses as to why they can't send it back. I am being screwed out of my money and the product. This has happened right after Mercari changed their return rules. So I try to reach out to Mercari and there is no way to! Even numbers I've found when I call say we do not service your area and it hangs up!!! The chat bot has no idea how to respond.

  Business response

  04/27/2024

  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

  04/27/2024

   
  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. It is not satisfactory to all of the other people using Mercari which I think you already know and disregard.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I opened a dispute within the 72 hour **** for an item I ordered that arrive severely faded and stunk of marijuana. So bad I had to keep the item in my garage and it still stinks. Business automatically closed the purchase after the 72 hour **** even though my dispute was opened and unanswered and refuses to rectify the issue.

  Business response

  04/23/2024

  After review, we understand that this consumers complaint has been resolved by the Mercari ************ The consumer has been given a full refund in the form of Mercari Credits.
  For any additional details or follow-up, we advise the consumer to reach out to the *********** again. 
  Signed,
  Mercari Customer Experience
  
  

  Customer response

  04/23/2024

   
  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been selling on Mercari since 2019. I never had an issue until A sale that I made on 3/16/2024. The bracelet charm was sent in perfect condition packages in bubble wrap to protect it. It was damaged in the transit from **** to the buyer. With mercari shipping you are covered up to $200 if you use their labels which I did. I have pictures of the listing before it was sold and then after. The head of the charm is completely flat and even the packaging is black like if it had been stuck in a machine. Mercari denied my request and told me that after they deny it I cant try again. They don't want to give me my money even though their policy says that if the item gets damaged in transit the seller will be protected. They are trying to scam me out of the $20.62 even though their policy clearly states that I should be protected.

  Business response

  04/21/2024

  After additional review, we have determined that the agent reviewing the consumer's case incorrectly identified the issue and in effect, provided the incorrect resolution.
  
  As such we've approved the consumer's appeal and reimbursed them the full profit for this sale under Mercari Shipping protection. The funds are now available in their account Balance.
  
  For any additional details or follow-up, we advise the consumer to reach out to the *********** again. 
  
  Signed,
  Mercari Customer Experience
  
  

  Customer response

  04/22/2024

   
  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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold item through ****** that was 30 pounds . Had a prepaid fed ex ground shipping label for 40 pounds to be safe . Dropped off package to shipping store which the clerk told me and weighed the packaged to be safe and it was within the label created . After item reached buyer )from **************** to ***** ) ***** claimed the package was 61 pounds and charged me 338 dollars . (I have the email )went to the internet to see if I wasnt not the only , course Was reading a lot of people have been having the same issue with ****** . I have proof of all this. Wanting to make sure my case gets resolved as this is completely fraud on ******

  Business response

  04/18/2024

  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
  

  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/24, I purchased what was advertised by a seller on their site as Lego random mini figures (item id: ************* When I received them, I thought they were legos, shipping had been fast, my life is crazy with my family, and so I gave the seller a good rating and moved on. THEN, I went to ******** with my children to trade the mini figures and was told that none of the ones I purchased on Mercari that were described in the listing as ****, were real ****. They were all fake and I was duped. I contacted Mercari very upset. They said that because I had already rated the seller, Im out of luck. I would not get my money back, despite this new information. That I would not get a refund for buying a fake product. I contacted the seller, who in his response, admitted that they werent all Lego. However, he claimed the baseball characters he sold are Lego. I told him they are not. They absolutely are not Lego and I found that upon a ****** search, it is QUITE easy to see that they are not Lego. Also, Lego employees told me they are not Lego. Yet, even with all of this information, Mercari told me I needed to get a 3rd party authenticator to show that in order for them to provide a refund to me. They would not take my word, nor the word of the **** employees, nor the notes from the seller himself about it not being ****. I am beyond disappointed and so mad about this. Its not a lot of money, but its my childrens money and I demand a refund!!! Mercari is disgusting and I can go further with this, if theyd like.

  Business response

  04/18/2024

  Per Mercaris Return Policy, buyers are advised to request a return within 3 days of delivery and before a rating is submitted. As such, the transaction was completed and payment released to the seller.
  After review, we've offered to evaluate the consumer's request for reimbursement for this purchase under our Refunds and Returns Policy for items with authenticity concerns.
  Because Mercari does not offer authentication services, the consumer would have needed a third-party authenticator or the manufacturer to confirm in writing the purchase is inauthentic. 
  We require this information to be provided to our Customer Support Team in the *********** no later than 15 days following the receipt of the item. For this purchase, that deadline has passed.
  
  As this is already past the timeframe and no documentation form the consumer was received, we are unable to provide further review nor refund for this transaction.
  
  For more information regarding Mercaris Return Policy, please review the *********** article in the link below:
  *************************************************************************
  For any other concerns or questions, we advise the consumer to reach out to our ***********.
  

  Signed,
  Mercari Customer Experience
  

  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday 04/06 I received an item that I ordered from Mercari. As soon as I received it the seller started asking me to send one package back to the address because it was the wrong item but there was only 1 item and it was not my item. I buy on Mercari because I dont have time to go out and buy things, well immediately the seller started saying there was 2 packages and the *** said 2 was delivered BUT I have informed delivery because I have to order instead of go out so when I notified him of this he tried again to get me to send it elsewhere. I notified Mercari that he sent me the wrong package now they insist on me taking half a day off and driving ***************************************************************************** my money back. So in other words Ill be losing more money taking it back. I told them I would be reporting to the BBB and they deleted ALL messages he sent me trying to get me to send that package back and only left about 4 messages except we were back and forth for 2 full days over this package. They deleted the ones that looked bad and kept the ok ones. Now I have to take a loss either way and that is not right. They should have better rules in place for ppl doing this because now if I have to take a day off work or be late or leave early Ill be the only one losing anything and Im the buyer, the one thats supposed to be protected. And now I have the Mercari charge thats already went through and a Mercari charge pending for another order a pair of jeans. This person WAS trying to scam me out of my money but I wouldnt let him because I had informed delivery. If I hadnt he wouldve gotten his item back and my money. Mercari tried to allow this to happen then erased the messages

  Business response

  04/17/2024

  After review, the consumer was provided with the correct information. 

  When a buyer receives the incorrect item, our team will approve a return so the item can be shipped back to the seller. Mercari provides a free prepaid shipping label for the buyer to use to complete this process. If buyers are having difficulty dropping off the item, they can also contact the shipping carrier to schedule a pick up. 

  Mercari can only issue refunds for orders once the item has been confirmed as delivered back to the seller. We are not able to cancel the transaction and let the buyer keep the wrong item they received. Please keep in mind that sellers are regular people selling their personal items and occasionally mistakes with packaging occur. Returning the item to the seller and refunding the buyer upon confirmed delivery is the best outcome for all parties involved.

  The consumer can read our return policy here: *******************************************************************************************************

  In this case, the consumer stated they would not return the item and they rated and completed the order instead. Therefore, the order is not eligible for a refund. 

  Signed, 
  Mercari Customer Experience
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of sunglasses through the website. When the sunglasses they were damaged and had scratches. Mercari Will not all you to refund or return the products once the order has been completed.

  Business response

  04/17/2024

  Per Mercaris Return Policy, buyers are advised to request a return within 72 hours of delivery and before a rating is submitted.
  

  For more information regarding Mercaris Return Policy, please review the *********** article in the link below:
  *************************************************************************
  

  In regards to the consumers purchase, the transaction was completed on 4/6/24 after a rating was submitted from the consumer. As such, the transaction was completed and payment released to the seller. Please note that buyers are prompted when submitting their rating to acknowledge that they understand the rating will finalize the sale. 
  

  Once a transaction has been completed, Mercari is unable to issue a return or offer a refund for a transaction as the funds are no longer in Mercaris possession.
  

  We advise the consumer to contact our *********** immediately if there are any issues with any future orders. 
  Signed,
  Mercari Customer Experience
  

  
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased an item 3/22/24, I recieved Notification that **** had accepted my item its been over 2 weeks and it has never been in transit I contacted their support and they told me I had To wait till April 21 ********************************************************* 24 hours if no update I contacted Support and they told me to disregard my email from themI have Sent them proof and they are still saying my item is in transit and its not

  Business response

  04/17/2024

  Since many items are ultimately delivered to the buyer, consumers must wait 30 days after the last scan before Mercari can cancel the transaction. If the shipping still hasn't updated by April 21st, we ask the consumer to contact the *********** so we can issue a refund. 

  For any additional details or follow-up, we advise the consumer to reach out to the *********** again.
  
  Signed,
  Mercari Customer Experience
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a camera lens on the platform, the package was shipped by the seller to the wrong address. Obviously **** cant help me with that. The issue arises when the lens I bought was a good deal roughly $400, to get a replacement on their platform is about $1700. They are only offering me $400 in credits on their platform. I am being scammed by their company. I dont even want a refund I just want another lens of the exact same type and quality to be ordered and shipped to my on their behalf.

  Business response

  04/16/2024

  After review, we were unable to locate a Mercari account with the above information provided.
  We kindly ask the consumer to provide us with a user ID, phone number, email address and/or shipping address to locate the above mentioned Mercari account. The item ID would also be helpful. 
  Signed,
  Mercari Customer Experience
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Mercari, for a transaction that I believe was handled improperly, leading to financial loss and an unfair outcome as a seller on the platform.Order Details:- Item: Paper Collectibles - Photocards - Sale Price: $32 - Buyer's Username: ****, previously T_T - Order Date: around 3/26/24 - Cancellation Date: 4/2/24 I listed an item on Mercari with the clear condition of stamped shipping, which this shipping method would not include a tracking number. This was explicitly stated in both the item description and my seller profile to ensure full transparency with potential buyers. Despite this, after the item was sold and shipped in good faith on my part, the buyer canceled the transaction, and Mercari facilitated this cancellation without protecting my rights as a seller. I didn't get any payment and I lost my item. I have made several attempts to resolve this issue through Mercari's customer service, provided the screenshot of my drop off video, but have found the response to be unsatisfactory, with the service repeatedly stating their policy rather than addressing the specifics of my case. I have also tried to contact the buyer, and I seem to be blocked from her/him, my message was deleted by the platform, thus no response received from the buyer. I believe that the transaction was not treated with the fairness that Mercari's own policies would dictate, given the buyer was aware of the shipping conditions at the time of purchase. I am hoping for a resolution that considers the efforts and good faith I have demonstrated as a seller, and the lack of protection offered to me when faced with what I believe to be an instance of buyer fraud since the buyer didn't even reach out to me before she/he canceled the transaction.Thank you for your attention to this matter.

  Business response

  04/15/2024

  After review, the consumer was provided with the correct information. 

  All orders shipped must have valid tracking so Mercari can review and ensure the item was delivered. Without valid tracking, we have no way to confirm the item was shipped on time or delivered to the buyer. Although the seller indicated they were going to ship the item with stamps, that is a risk they are taking and does not make the item ineligible for cancellation. 

  The best way to prevent cancellations is to ship items with tracking, as the buyer will not be eligible to cancel the order if the package is tracking successfully. Since this order did not have any tracking, the buyer was eligible to cancel and we are unable to confirm the item was shipped or delivered. 

  The consumer can review how to ship in our Help Center: **************************************************************************************************

  Signed, 
  Mercari Customer Experience
  

  Customer response

  04/15/2024

   
  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,
  
  ***************

*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. ↩