Complaints
Customer Complaints Summary
- 5,550 total complaints in the last 3 years.
- 2,309 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2025
Type:Service or Repair IssuesStatus: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 purchased a pair of sneakers that were categorized as a womens size 8. I didnt read the description as the pictures didnt show the size label and the shoes looked to be in good condition. When I received them, I saw the size label and my heart sand. They were the wrong size. Surely Mercari would make this right since the listed size and actual size are different. Instead of approving the return/refund they declined it stating that because the description had the size as 8 but MENS so a womens 9.5 and no matter that the listing size was completely incorrect I can ask the seller to see if theyll accept a return. They dont have to accept it and they will get paid anyway even though they listed it in the wrong category and size. This tells me they dont care about buyers and sellers can make whatever mistakes in listing and still get paid the buyer is out of luck. Im done with them.Business Response
Date: 07/26/2025
I reviewed the order and support history and made an exception and approved the return. The listing clearly stated the women size is 9.5.Customer Answer
Date: 07/28/2025
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 as they are now accepting my return request.
Sincerely,
**** *****Initial Complaint
Date:07/19/2025
Type:Service or Repair IssuesStatus: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 12/06/2024 I ordered a ceramic spoon rest. Once delivered, I noticed it was not in the condition that was expected. I initiated a return. Mercari issued a credit to my Mercari account instead of to my original payment method I purchased the item with. I did not realize the credit expired, too. This should not be the case as I did not purchase with Mercari credit and have now lost the money entirely. I filed a support ticket to Mercari and requested a refund to my original payment method, they refused. As a compromise, I requested they reissue the credit as it was unused and expired without my knowledge so that I could at least purchase something else, they refused. I am now completely out the money I paid. I am requesting a refund of my money, or a new credit at a minimum.Business Response
Date: 07/26/2025
Mercari return policy for nominal amounts are issued in Credits. The Buyer had 90 days to use the credit before it expired. Our escalation made an exception this one time and reissued the credit. It will expire in 90 days.
**************************************************************************************************Customer Answer
Date: 07/26/2025
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:07/13/2025
Type:Product IssuesStatus: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.
The original problem was that my son's account had been limited, and they said it needed my authorization to continue using the account, but I had already given them my permission by using my id to verify the account. The reason why I'm contacting is that mercari had been known for ignoring customer support contact or email so I wanted to make sure that my email had been sent and will get an reply back quickly.Business Response
Date: 07/18/2025
All account activity must be under the direct supervision of the parent or legal guardian who is the owner of the account and is responsible for any and all activity conducted and any financial obligations incurred by any minor associated with the account. The account was suspended on 7/13 and reinstated on 7/15 once all the required verification was completed.Initial Complaint
Date:07/13/2025
Type:Customer Service IssuesStatus: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.
Mercari limited my account. I have a balance in need of transfer, but my balance is frozen. I have contacted their customer service team for several days and their team is incompetent. There is always a different customer service representative responding to my messages, and they do not tell me when the escalations team would get back to me. They will say that there is a high volume and they will get back to me soon, but when I asked for an estimated time, they wouldn't respond. I have read online from other users that they will not unfreeze the account unless I get other parties involved. Please advise as I need the balance to pay my bills. Thank you.Business Response
Date: 07/18/2025
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. Our Trust & Safety team completed their review and reinstated your account with monitoring of your listings for Intellectual property infringement.Initial Complaint
Date:07/12/2025
Type:Delivery IssuesStatus: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.
Hello Mercari On July 5 2025 I ordered this 200$ pokemon card , total price was 220.93$ grand total From seller ************* Cards Item id ************ All seemed fine until day by day after seller marked shipped July 5 , there was no tracking updates or entry scan. Day by day, a week passed , and seller kept lying that he shipped I grew suspicious of him so I checked his reputation rating history, continuous cancelations, maybe past 8 or 9 marks in his history are all cancelations Then some ratings maybe a few then tons more cancelations Seller never shipped my card. And the note on my order from mercari says I can cancel on July 12 2025 if no tracking updates Which there aren't. And nows July 12 I tried reaching out to customer service since early AM but till now almost end of day they didn't respond I am requesting my full refund for this transaction. As is my right according to your own note on my order I've attached the proof that item never shipped, no updates or proof of drop off. And info on my order Please cancel this order and grant my refund and if possible ban this seller, he's an obvious scammer My username is @rcflowers Sellers username is @************* (************* Cards)Business Response
Date: 07/18/2025
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. The order was canceled by our support agent on 7/12/2025.
******************************************************************Initial Complaint
Date:07/11/2025
Type:Delivery IssuesStatus: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.
Ordered a bowl and never received it. ***** says they delivered the package. I never received itBusiness Response
Date: 07/18/2025
Mercari utilizes tracking scans for delivery confirmation. The buyer contacted Mercari claiming the item was not delivered to their address. We take these claims seriously and contacted the shipping carrier to confirm that the package was delivered to the intended address. The order was completed and the seller was paid.Initial Complaint
Date:07/11/2025
Type:Delivery IssuesStatus: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 on June 14, 2025, and shipped it using their prepaid label on June 16, 2025. The item was marked as delivered by **** on June 20, 2025 (Tracking #**************************). The buyer could not find the package and she filed a claim to Mercari to report this issue. Ultimately, Mercari canceled the order and withheld my payment, claiming the package had an "incorrect shipping weight."Despite this, the package was accepted and delivered by ***** which shows that the label was valid. A weight discrepancy should not invalidate a completed delivery. I followed all seller requirements and used Mercaris shipping label, meaning I am fully covered under their Shipping Protection Policy (*****************************************************************).I contacted Mercari support, but I was not provided with any evidence of a weight issue or offered a way to resolve the matter. As a result, I lost both the item and the payment, despite doing everything correctly as a seller.I am requesting that Mercari honor their stated protection policy and issue full payment for the delivered item or return the item to me.Business Response
Date: 07/18/2025
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 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. Based on the information provided by ****, the order was canceled. Our escalation manager, made an exception and issue the sale proceeds to the seller.Customer Answer
Date: 07/18/2025
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:07/10/2025
Type:Service or Repair IssuesStatus: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.
Ive been a seller on Mercari for a very long time. I always make sure the measurements are correct before I post a listing and before I ship. After my most recent sale Mercari claims that my package was overweight and charged me an additional fee of 30.00$!!!!! Mind you the package only contained a kids size pair of shoes!!! I tried calling the company but couldnt get a response from anyone. I also provided proof and pictures to Mercari and I only received a generic message. Taking half of the funds o received from my sale is absolutely ridiculous!Business Response
Date: 07/18/2025
At time of listing, the seller provided shipping dimensions 10x6x10; however, *** informed Mercari the scanned label dimensions 15x14x14. The seller was charged for the dimensional weight based on information provided by the shipping carrier. I will ask our Accounting Team to dispute the dimensions with ***. If *** refunds the additional shipping fee, Mercari will reimburse the seller.Initial Complaint
Date:07/09/2025
Type:Service or Repair IssuesStatus: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 listed a pair of authentic ray ban new eyeglasses frames and a bottle of cartier cologne with box and Mercari accused me of selling fake products and closed my account while I had 6 deliveried en route equaling $320 and now I will not get paid bc they FALSELY accused me of counterfeit. They removed both listings which were not even bought. I need paid for the 320 items I sold and mailed! I have written 3 emails and No response and I have called over 20 times and no one EVER answers. I want my money paid and my account re uploaded.Business Response
Date: 07/16/2025
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. I reviewed your account and confirmed that you were able to withdrawal your funds.Initial Complaint
Date:07/08/2025
Type:Product IssuesStatus: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.
Hello, I have a small online shop with Mercari. I sold an item, "IPPOLITA Sterling Silver Quartz Cocktail Ring" for $114.97 to a buyer on 6/29/25. The item ID number on the ******************** website is m61467675674. On 7/02/25, I shipped the Ippolita Ring to the buyer via **** Upon receiving the item, the customer initiated a dispute with the false claim that the item they received was not the item that they purchased. Mercari approved the dispute claim right away and therefore aided in the wrongful theft of my valuable item. They only "proof" they required was an image sent to them of another item next to my packaging. This proves nothing which I told them, yet they have already approved the request and I have lost my item. I had no opportunity to object or share my side of the story before they'd approved this wrongful request. I appreciate your looking into this matter - Thank you.Business Response
Date: 07/14/2025
I've reviewed the order and support history and confirmed that the agent followed our Return Policy. The buyer's provided photos and description confirm the item received did not match the listing, and it was returned to the seller.
**************************************************************************************************
Mercari, Inc is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.