ComplaintsforMercari, Inc

• 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,
  
  ***************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This regarding transaction m74565945027, with seller ***** Got Sole. I requested a return because the item didnt fit as described. I am a size 10 and own many **** products and this one didnt fit like the rest (perhaps its a fake?). Mercari told me that they would accept a return for an item that didnt fit, then removed my service rep & said that they were denying the return. I followed their process, got approved, and then got denied a very short time after my approval. In all of my dealings with online stores, retailers, etc I have never had this happen before. It seems like theyre more interested in losing the sellers business rather than mine- which is clear favoritism and just bad business, especially for buyers.

  Business response

  04/15/2024

  After review, we have determined that the agent assisting the consumer with their case incorrectly identified the issue and in effect, provided the incorrect resolution.
  As such, we have refunded the consumer the amount paid for their order in the form of Mercari Credits. Credits expire in 90 days and can be used towards the consumer's next purchase. 
  The consumer can dispose of the items in the above mentioned case or keep them. There is no need to return them to the seller. 
  For any additional details or follow-up, we advise the consumer to reach out to the *********** again. 
  Signed,
  Mercari Customer Experience
  
  

  Customer response

  04/16/2024

   
  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,
  
  ****** Uckun

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Mercari will not honor the shipping protection that is guaranteed for sales. I used their label. and the package was lost in transit. They canceled my sale and have not paid me the $188 for the sale of the lost wedding gown which was sold on 03/18/2024. They canceled my sale on 04/02/2024. I am now out of a wedding gown and the $188. I have sent them the proof requested and I keep getting generic answers, they have not read my receipt for dropoff

  Business response

  04/12/2024

  After review, it appears the consumer did ship the item before the transaction was cancelled. For that reason, we have released the consumer's full sales profit to their account balance. To check your account Balance, please go to Profile > Settings > Balance. There you can view your current account Balance, check your Balance history, or request a Direct Deposit.
  
  For any additional details or follow-up, we advise the consumer to reach out to the *********** again.
  
  Signed,
  Mercari Customer Experience
  

  Customer response

  04/13/2024

   
  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,
  
  Cavett Remington

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a Korean album on Mercari which I packaged using bubble wrap and a bubbler mailer. I also used their media mail shipping label. It was in perfect condition as the picture showed on the posting. It arrived to the buyer damaged. The buyer requested a refund which was approved. Mercari declined to honor their seller protection policy stating various reasons from insufficient packaging, needs a box, insufficient packaging and then lastly all items must be packaged in a way that the item can withstand the roughness of transit. The front of the bubble mailer looked like it went through a machine or a tire ran over it. The album was dented, pages crumpled, etc. The album and packaging clearly show this was more than typical transport by the post office. I only have 1 picture of the damage due to Mercari removing my access to the pictures sent by the buyer once the return request was approved by Mercari. Even after I showed Mercari support that their policy says a bubble mailer can be used for media mail, they still declined to follow through with their seller protection plan. In the end, they closed out my inquiry without my agreement to do this.

  Business response

  04/12/2024

  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

  04/19/2024

   
  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

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 22 2024 I purchased an ************* through Mercari for my child under 13. On March 28 2024, I received notification item was delivered in mailbox which is obviously impossible. When we look in the mailbox we find a small package that my son opens up. It has the same tracking number and name of Seller as the email confirmation. When he opens it we found *** cards sent to a minor. I immediately contacted Mercari who not until yesterday March 31 is when they requested a return label for sexual items sent to a minor and advised once reviewed they will process the refund. I am furious disgusted and I definitely got scammed by the seller and Mercari whom I still can't believe after providing photos still requested the item to be returned.

  Business response

  04/10/2024

  It appears the consumer has been refunded for the transaction. We are investigating the seller's account due to this incident. We appreciate the consumer alerting us. 

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

  Customer response

  04/10/2024

   
  Complaint: 21514235
  
  I am rejecting this response because: sexual material was sent to a minor.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  03/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I want to close my account and no longer receive communications from them. I had to block their emails, but they are still sending. I have gone on their site multiple times, followed instruction from their help FAQs, etc. I don't want anything to do with this company, nor will I purchase anything from them.

  Business response

  04/09/2024

  After review, it appears our team has assisted in deleting this consumer's account already. In regards to this complaint, we have unsubscribed the consumer from emails per their request. If they are still receiving emails, they are encouraged to use the "Unsubscribe" link at the bottom of the email or contact us again for additional assistance. 

  Signed, 
  Mercari Customer Experience
  

  Customer response

  04/09/2024

   
  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

  03/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After my one and only sales transaction with them, I wanted to close my account. Their site makes it impossible to do. You can only contact them via the ***** There is no option to open a ticket or contact them. This is an ecommerce company and should be able to reached via phone or email.

  Business response

  04/08/2024

  Mercari has "Contact Us" links not only in our app and website, but also on our emails that are sent. Consumers can easily navigate to our *********** to contact us directly for any assistance. The consumer does not need to go through **** to contact us. 

  Contact Us Page: **************************************************************

  The consumer can also contact us by emailing us at **********************************

  Signed, 
  Mercari Customer Experience
  

• Initial Complaint

  03/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/21/2024 I purchased a ******* Pink Parade Tumbler from seller: Upside Threads on Mercari website. The website shows that the label was created/printed on 3/21/2024. The tracking never stated that the shippment was scanned or dropped off. I reached out to the seller for an update and could not get a direct answer so I then reached out to Mercari to cancel my order and request a refund. The screen in the app states that I can request a refund on 3/28/24 if there are no updates. There have been zero updates. Mercari is refusing to cancel the order until 4/5/24 because the seller claims it was dropped off even though there is zero proof provided. Nobody can provide a direct answer and Mercari doesnt even follow their own website messages. I just want me transaction cancelled and refunded since it cant be replaced. *** tracking # 1Z426584YW60702145 **** tracking # **************************

  Business response

  04/08/2024

  After review, it appears the consumer's concern was handled and one of our agents was able to cancel the transaction for the consumer. They have been issued a full refund. 

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

• Initial Complaint

  03/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I keep getting emails from Mercari and an unable to unsubscribe. Their website offers no way to unsubscribe without creating an account, ********************** I dont want. I never created an account with them and did not consent to them having my information or sharing it.

  Business response

  04/08/2024

  After review, there was an account that was created in 2021 associated with this email. It's possible the consumer made an account but never used it. The consumer has been unsubscribed from emails per their request. 

  If they have any further questions, they are welcome to contact us in the Help Center. **************************************************************

  Signed, 
  Mercari Customer Experience
  

  Customer response

  04/09/2024

   
  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

  03/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold 2 paintings through Mercari in a bundle listing for 600$ on ******. The buyer paid for the shipping of 40$ through ***** ground. I packaged the 2 canvas paintings together in a childs trek bike box like I always do. The paintings arrived on 3-23-24 at the buyers front door. I was alerted from ***** of this with photo of the box at their door.(pics). She rated me and when I rated her to get paid, Mercari had taken 520$ for shipping surcharges. After their fees my earnings would have been exactly 520!! (Not a coincidence)I tried to call the number provided and there is a pre-recorded message stating that support is not available in my area. I messaged and reported a problem because I figured it was a clerical error due to the fact that the overages were exactly what my proceeds are and ***** did not show any pending issues. I was messaged back from Mercari that the shippers have 7 days to change any of their shipping fees. This has never happened before and ***** weigh when I dropped off and we were good to go. I now messaged again cause I cant call anyone and this time they responded with a 127$ credit with no explanation.. I went to fed ex and they could not find that my package had any overages. The only thing that ***** could provide for me was a photo of their computer screen proving this, as Mercari had asked me to contact ***** and provide evidence. I filed an issue with Mercari 9 times after each time they closed the issue without helping me, finally today, the 30th of March I received a message stating they would no longer respond on this issue. This is criminal theft in my opinion and want the money that the Owe me. I have been a 5 star seller on their platform for 8 years selling over 20k without a problem. Also, in the meantime after my sale they updated their terms and conditions, that should not apply to my sale!! I also looked up their permit and their permit to be money transmitter in the ****************** is expired as of last year. I also will be calling the chamber of commerce reporting this.they stole my money and cannot provide me any proof that ***** played a part. I want my money.

  Business response

  04/08/2024

  After review, we confirmed that the carrier notified us that the shipping label used to ship the above mentioned order was insufficient. Please note that dimensional weight needs to be considered when choosing a shipping label. If the dimensional weight calculated is higher than the physical weight of the item, the shipping label chosen needs to cover the higher dim weight. For this case, the dimensional weight calculated to be 121 pounds, even if the physical weight of the item was less than that. 
  

  Carriers may report a weight based on their initial scans of the dimensional weight, but then update the weight after the package has been delivered. 
  

  For this case, the package was originally determined to be 165 pounds by the carrier but was later updated stating that the package was 121 pounds. 
  

  Since the consumer used a label for a maximum weight of 30 pounds, which is still not sufficient to cover the updated weight, we are able to provide a partial refund in the amount of $127.55 to their balance. Funds and Balance history are available by navigating to Profile > Settings > Balance.
  

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

  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. ↩