Mercari U.S.  Reviews 

Mercari doesn't protect it's buyers even when you pay for buyer protection. You can be left with damaged items and they don't care!

I am filing this complaint against Mercari regarding an incorrect shipping adjustment fee applied to my sale.
After completing a sale on Mercari, I was charged an additional $77.63 for alleged overweight or oversized postage. I dispute this charge because it is not supported by accurate measurements or sufficient evidence.
I contacted Mercari support multiple times to resolve this issue. I clearly explained that the item shipped—a LEGO Chevrolet Camaro set (10304)—has dimensions of approximately 18.9 x 11.1 x 4.65 inches, and the package I used was consistent with the dimensions I provided at the time of listing: 5 x 11 x 19 inches .
However, Mercari claims that the carrier (UPS) measured the package as 11 x 15 x 21 inches, which is significantly different—especially the reported width of 15 inches compared to the actual 5 inches . This discrepancy is substantial and suggests a potential data entry error or incorrect measurement by the carrier.
Despite my repeated requests, Mercari has failed to provide any supporting evidence from UPS, such as:
- Weight or dimension scan records
- Photos of the package
- Official carrier documentation verifying the measurements
Instead, Mercari has only provided general explanations of dimensional weight policies without addressing the specific discrepancy in my case.
Additionally, the surcharge was applied after delivery, without any prior notice at drop-off or during transit. This lack of transparency is unacceptable, as sellers have no opportunity to correct or verify shipping details before being charged.
I also reported that according to the buyer, the outer package arrived damaged, further raising concerns about how the package was handled and measured during transit.
Mercari ultimately closed the case by stating that the carrier confirmed the charge was correct, but again provided no verifiable documentation to support this conclusion .
I am requesting:
A full refund of the $77.63 shipping adjustment fee
Official documentation from the carrier (UPS) proving the measured weight and dimensions, if Mercari believes the charge is valid
A clearer and more transparent process for handling shipping adjustments, including evidence-based verification
Without verifiable proof, this charge appears to be inaccurate and unfairly applied.

Ok so I bought a Dyson Airwrap through micari it came in an original box and i didn't open until.2 weeks later to gift it to gf
She opened it and loved it
Tried it out.and we were good
Except next day she decided to use another attachments and the button would not work to stay in place
I drove to a Dyson repair center and I was then informed it was a. Fake counterfeit

I contacted micari immediately and they said I was in the wrong because I didn't follow their 3 day rule
It looked legit and most of all.they say they don't allow fakes or counterfeit which last time I checked means 365 days a year not in a 3 day policy
Let alone im not an expert from Dyson so even if I inspected i would of not known

So.that being said
.im out $280 dollars
And micari being the agent is not doing anything to help me
So.my advice dont use them for anything because they dont verify authentication and you will.get screwed

Any question of returning an item is totally in the sellers court. I jumped through all the hoops for a rerurn, only to be denied. Even after seller told me to return it.

Will charge overages for shipping even after you submit photographic evidence of both the correct weight and size. Support is full of idiots that copy-paste canned replies to weasel out of claims.

If I could leave 0 stars I would. I spent $300 on la mer face cream and it was fake! I contacted mercari and they told me sorry...they don't authenticate! Buyers beware! I will post this review every day for as long as it takes on every platform possible in the hopes of saving someone from this deplorable and unaccountable site and app. Disgusting and mercari should be sued and shut down.

Terrible you can’t win with this website when your a buyer or seller when u buy they add so much item be 4$ when u get ready check out its 25$ and when u sell please dont put free shipping it will cost you an arm and a leg I shipped two small 8x10 garden flags costed me 10$ more than I sold the flags for and mind you I put them in a small bubbled envelope this app should just shut down

I paid for 5 glasses were shipped and delayed then came while I was away. I opened them and one was broke. They said too late you only have 72 hours after you recover them . Total BS. Don’t use this company, never had this problem with eBay sellers

Nothing but people trash on the site. When you flag an item at Mercari (actually 6 times) a Seller that isn't interested in selling even after an offer, and you ask to have it removed, Mercari ignores the recommendation. It is an unkept, messy conglomerate of items and continues to show "sold" items for no apparent reason. Confidence level for them is near zero. Simply in my eyes, they don't care about you, just the money by pushing to lower your price every day on your items.

Completely let down by Mercari’s “buyer protection”

I purchased a listing for “2024 Apple AirPods Max – BRAND NEW (Sealed Box)” for $192.54 and what I received was clearly counterfeit. The product had multiple red flags: mismatched model numbers, poor build quality, tampered/resealed packaging, and even a real Apple serial number being used on a fake product to make it appear authentic.

I reported the issue immediately and provided detailed photos. Mercari reviewed everything and approved my return, instructing me to send the item back to the seller in order to receive a refund.

I followed every step exactly:
-Returned the item within the required timeframe
-Paid over $40 out of pocket for shipping
-Provided tracking showing the item was delivered on March 26
-Had a shipping receipt showing the package weight (proving it was not empty)

After doing everything correctly, Mercari denied my refund because the seller claimed the box was empty. There was no consideration given to the shipping documentation, the counterfeit evidence, or the fact that I fully complied with their process.

To make matters worse, this all happened right before my daughter’s birthday (April 9). Since I had already returned the fake headphones, I had to go out and purchase a legitimate pair so she would actually have a gift. That left me paying twice—once for a counterfeit item and again for a real replacement.

What is most disappointing is that Mercari:
-Allowed a counterfeit item to be sold on their platform
-Required me to return it
-Confirmed it was delivered
-Then denied my refund based solely on the seller’s claim

I am now out the product, the $192.54 purchase price, return shipping costs, and additional money to replace the item.

This experience completely undermines trust in their platform. Buyer protection should not depend on who the platform chooses to believe—it should be based on evidence.

I did everything right, and Mercari still chose the wrong outcome.

I ordered a tonie box 2 for a birthday. Obviously I didn’t open it as it was a gift. I was informed after the party the box wasn’t working right. I go to customer service and they tell me my 3 day window is over for a refund. 3 days???? Like you’re joking. Shoot people should just sell defective items bc Mercari ain’t gonna back their customers.

The worst customer service for a selling and buying platform. I have been ripped off by buyers (switching items that I sold them) and sellers (people selling damaged, bootleg or broken items). Mercari has no easy to reach phone customer service and poor overseas email support (don't think they care to resolve issues and provide the most ludicrous/illogical responses to issues). The suggestions in their customer service Q & A section only handle the most basic solutions and are usually incomplete.

After taking a break from the platform for about 3 yrs due to various issues. I tried signing in again and ran up against a 2-factor authentication issue (don't have access to the phone # I used anymore). Customer service (Rey) said there was nothing he could do to change the number they have on file. His suggestion was to sign in to change it (even though I can't sign in because I don't have that old number). After explaining that (should be obvious) Zhan said he would escalate the issue, but I haven't received a response. So I guess I'll give them another few years before I try buying or selling with them again if they are still in business....

I purchased a bottle of used cologne off Mercari. Description said 75ml. This made me believe I would be receiving 75ml. Bottle was approx 2/3 full. I assumed it was a 125ml bottle with 2/3 left. What I received was about 50ml. I contacted mercari customer service and even though they charge over $2 "buyer protection" fee they did nothing for me. I explained I didn't want a return I just wanted to be compensated for the amount I was shorted. They wouldn't do anything for me. They have horrible useless customer service. I was shorted and they wouldn't give me money back or let me return it. Please don't buy anything on mercari. It's a scam site and their customer service is garbage.

Mercari is a joke!! I bought one item from there and the elastic was rotten in it. Mercari wouldn't do anything. I will never purchase from them again. I hate dealing with AI. !!

Sellers are allowed to just cancel your sale even after not shipping for weeks and will do it time after time with no recourse and you cannot even leave a review if the seller does this to you, you can only leave a review if the seller ships the item and you receive it.

Im a seller on Mercari i have over 600 5 star reviews i take care of my customers just as i would want to be treated i have over 100 followers. I deal with Mercari constantly deleting my comments especially if you make friends with anyone & try to have personal conversations thats apparently forbidden. You cant mention another platform or that will get deleted by admin immediately! Censorship is always happening on this app! I've dealt with my account being restricted for items ive posted that there are thousands of the exact same item already listed & then when I finally get my account unrestricted they say it was still a valid reason even though I provide hundreds of examples. They also blocked my account once for a skincare item saying they dont allow anything that "makes a temporary or permanent change to the skin"?! That's what every skincare item does! They unblocked me but still said THAT REASON was valid! I posted a red light therapy item that I double checked and there were over 23,000 red light therapy items listed but still blocked again....again unblocked but valid..such hypocrites. Oh and did you know in their rules you are not allowed to say anything bad about Mercari anywhere! The last straw is i frequently have gotten restricted and made to validate my identity, well I had a pop up come on & it was a customer support window with a support icon wearing headphone never saw that before but it said at the top mercari....for the URL im on my phone so its shortened it said I was restricted from selling until I validated my identity. I went through some validations but something told me to take screenshots which im glad I did it started getting a little more personal but I was in the middle of a $110 sale so I finished & the window went away & I could use Mercari again. The next day my bank account was drained with Mercari purchases & 3 crypto currency companies had accounts set up under me & tried charging my account through paypal! I found out from the FTC that Mercari even knows about this scamming company that piggy backs on their app under mercari.soldmercari.com and does this to steal identities & they dont warn their customers or have information about the practice in their knowledge base either! I will never use them to sell again!

If there was a zero rating, I would give this a zero. I did not receive the item I purchased, and when I complained, I received two emails - one telling me that since USPS says it is delivered, they are closing the issue. I need to look for it, and suggested it would be helpful if I (the customer) had security footage to look at. The second email stated that since I was busy, they were going to rate this transaction as a neutral rating on my behalf.
There should be laws against doing both. Too bad I am out of money and time I spent looking for the item.

Who would imagine a company with 20k reviews and a rating of 1.2 would steal from one of their customers who has over 100 ratings on their platform, and a 5 star rating. But it happened. Mercari claimed my shipping weight and box size were wrong. Supposedly the box got 27 pounds heavier and the box went from 16x12x10 to 35x21x21. I purchased the box new for this order the day I shipped and have the receipt which I provided to Mercari including the dimensions but they keep repeating the same thing and dismiss my concerns. Basically I shipped an item. The customer got it. Mercari took all my earnings. So Mercari got paid for my item and I got $0. The crazy thing is, even FedEx marked the weight as 30 pounds but Mercari continues to argue dimensional weight when the box was SMALLER than the measurements on the label.

Terrible experience, virtually not customer support, errors in app and now way of fixing it.

I get negative experiences happen everywhere. However to a degree some can bw avoided or properly deal with the issue nd making the customer satisfied. Mercari is one who has a lot of room for improvement. Most places want to keep customers happy. I don’t care how Mercari justifies their position and
Scammers using their platform. They claim not responsible. However their poor policy on inauthentic sales is just as bad as the seller
Selling fake things. Mercari claims to
Take fake/non authentic complaints
Seriously. How seriously? So seriously
The buyer has to seek approval first, return the item to the seller, wait 3 days to be refunded, prevent a customer the ability to leave a honest review, and allow the seller to relist and sell continue sell the counterfeit items. Knowing they are fake and allowing them to be resold is just as bad
As the person originally selling. Mercari doesn’t want advice or to fix their policies. But I’m sure they are one of the first
Increase shipping costs as the usps raises dates and be billions in debt. Mercari is contributing to the problem. They need to be held just as responsible if they want to allow the behavior to continue. Knowingly selling fraudulent items is still a crime. Please people, use your voice and make sure this gets out and ends. If it doesn’t we just keep paying for their mistakes at our cost.