Mercari Sucks Customer Reviews and Feedback

From Everything.Sucks

Mercari, Inc. is a Japanese e-commerce company founded in February 2013 and currently operating in Japan and the United States. Their main product, the Mercari marketplace app, was first launched in Japan in July 2013 and has since grown to become Japan's largest community-powered marketplace with over JPY 10 billion in transactions carried out on the platform each month. Among those Japanese users utilizing one of the country's many community marketplace apps, 94% were found to be using Mercari. Features such as Mercari Channel (live streaming e-commerce) and the Mercari NOW service, which allows users to instantly receive cash for their items, have contributed to the app's widespread success. Mercari expanded to the United States in 2014 and the United Kingdom in 2016. The Mercari app has been downloaded over 100 million times worldwide and the company is the first in Japan to reach unicorn status.

Mercari has no customer service and accounts can be suspended without notice, Joe P. at sitejabber.com

"I tried to make a purchase with a credit card using all valid information. It went through but the next day I noticed that Mercari canceled the transaction and suspended my account for no reason. No explanation, no phone support, no response. The people running this business are total buffoons. I won't be attempting another transaction on this bogus platform. Unnecessary waste of time"

Reviews

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Current Employee - Anonymous says

"Complete dysfunction at every level (individual, team, strategic); decisions made with no transparency. Core aspects of the business are not being invested in. Mercari had a lot of promise once but is thoroughly squandering it."

Current Employee - Anonymous Employee says

"Stay away. This place is a joke. The so called upper management is dysfunctional, old-school and nepotistic. So many senior management departures in the last year. CFO, Head of Customer Service, VP of HR, leaders in product, marketing - all left after relatively short time at the company. There is whisper of other senior leadership leaving soon too. CEO is hardly visible and given he is just a deal-maker, he blindly believes whatever his inexperienced deputies in other functions tell him. Pockets of extremely high ego, hubris and conflict avoidance - all of which CEO turns a blind eye to, are ruining what was once a promising startup and causing it to spin instead of move forward. So many external people have told me "Is this your ____?" where ___ is a senior management title. Only shining light in the entire leadership team is the management in Japan that is focused on the US business. Stay away and don't bet your career on this place."

Former Employee - Anonymous Employee says

"Bad everything else. Laid off 28 people right before christmas. Pitiful severance package. Mismanaged. Don't care about people. Run by reptiles. Do not work here if you want your employer to care about you whatsoever. They even strong-armed everyone who got canned to not write glassdoor reviews by threatening to take away their severance."

Current Employee - Anonymous Employee says

"No clear vision and strategy to win. None of management is able to manage people and projects. Decision makings are not often transparent and pretty politics. There is no chance to grow your career here."

Current Employee - Anonymous Employee says

"This company will do whatever it takes to make sure it's lower status employees are paid less. Any executive high on the chain will always be taken care of, no doubt there. But if you're not a part of the "tribe", it's all smiles, lies and excuses. Everyone always says, "We're a start up company", no we're not. Mercari has been around for 6 years now. Mercari-US is just a dysfunctional experiment that keeps losing money. It's almost as if none of the executive people know anything about technology, customers, and even social media. I mean really it's incredibly sad and pathetic. And when things go wrong due to very poor executive decisions, they blame everyone or anything else. Mercari-Japan seems like it was really great when they were controlling and handling Mercari-US but that isn't the case anymore. Save your time and skills, I guarantee you will find something better."

Current Employee - Back End Engineer says

"HR is a joke. Completely incompetent managers from the top down. Work day is rife with petty politics, big egos and nepotism. No clear direction or vision of the future. If you are looking to do meaningful work look elsewhere."

Current Employee - Accounting Technician says

"Low salary. I don't need to be treated as a slave and work full days on Saturdays."

Current Employee - Customer Service says

"C-suite rarely understands or appreciates what we do here. CEO is nearly absent. Changes are made without clear communication. Product team is a joke: no amount of customer feedback makes it way to product features. Management in California has an "us" vs. "them" mindset"

Current Employee - Anonymous says

"Sadly, the company had a lot of promise but has gone downhill. US CEO is rarely around or engaged in the company. He has surrounded himself with a lot of incompetent, so-called upper management who display knee-jerk reactions and inability to think deep. Some of them came from very large companies and regularly show questionable behavior, while others come with zero management experience and have been promoted to their level of incompetence. In fact, it is rare to find an adult in the entire leadership team and many of my colleagues and I wonder whether Dilbert was made about Mercari. It is not clear whether the CEO even realizes this or simply chooses to look away. The only reason the company is still around is regular cash from headquarters. Lots of dysfunction."

Current Employee - Anonymous Employee says

"Tanking business, no clear strategy to win, none of the management are capable of reflection or taking advice"

Operations (Former Employee) says

"Most of the company is run by one woman, not the CEO (Finance, HR, Operations, etc). On many occasions heard employees verbally harassed by management. Inexperienced management and a complete disregard for communicating on any level has caused disconnect between every department. Some great/smart/passionate employees that work here but Mercari tends to over promise and under deliver. Actions speak louder than words, and the words aren't too promising either.Co-workersManagement"

Customer Service Calls/Chats Lead (Former Employee) says

"The job is easy but dealing with the fake upper management is stressful and they have no transparency at all. The culture was really great there but the moral has been brought down."

Entrepreneur/Small Business Owner (Current Employee) says

"A typical day at work will be packaging items, printing off shipping labels, replying to customers , driving to the post office and shipping them off. What I’ve learned about being a small business owner is hustle. I’ve learned hustle because everyday you are not going to sell something and make money , there are going to be some hard days so I don’t give up no matter what. The hardest part of the job is not knowing if you are going to make any money that day. The most enjoyable part of the job is hearing back for the customers that they love how much care I’ve put into make packaging their items and shipping them off to them as fast as I can.Hearing back from my customersNot selling items and making money that day"

seller (Current Employee) says

"They take 10% of everything I make which would be fine, I guess, if they didn’t charge so much for shipping. The customer service is not that great, even for the employees. The app glitches out a lot and my whole phone shuts down and then turns back on. But, it’s really easy to sell something, get it shipped, and get my money, even if it’s not as much as I wanted to make.Easy, accessible, easy communication with customers, free app, not too many restrictionsTakes 10% of every item you sell, shipping is overpriced, spams you with emails"

Marketing Manager (Current Employee) says

"It's a good product and an interesting place to work, but in the past several months politics have become rife and senior management has not or will not take action."

Email, Phone, and Chat CX Agent (Current Employee) says

"Mercari started out as a very enjoyable job, and still could be for the right person. It does have wonderful people working there, as well as amazing benefits. However, once the Chat function was integrated, it seemed like they did not want to hear negative feedback about it and there was a complete disregard for agents who struggled with it.Catered lunches twice a week, free public transit passes, good healthcarePoor management decisions, undervaluing employee feedback"

Team Leader (Former Employee) says

"Clients are understanding and open to suggestions at all times and very well open to communication from all channels when needed. Even communication or messages from lower ranked team members."

QA Engineer (Current Employee) says

"Working at Mercari, I have been able to maintain a good balance between my work and my private. I work as a QA engineer for both client side and backend API. I mainly use English to communicate with my project team. Work style at Mercari is pretty casual and flexible in my opinion, but that could depend on which team you belong to."

VAB says

"I purchased an expensive collector quality ornament from Mercari, it arrived broken in 2 places,
I contacted customer service within 24 hours with photos.
They denied a return or refund.
Will never use Mercari again, stick with
EBay and Amazon."

Patty Clark says

"Terrible customer service! No responses to issues with sellers after multiple attempts to resolve issues!"

Jenny says

"Mercari is a platform for con artists. They have a three day policy that protects sellers, no matter if they lie about what they are selling. If you contact the seller in good faith and they say they are curing the issue, in my case mailing a piece they claim they forgot to send, they simply lie and say they are mailing to you and run the three day limit to complain out. Unlike ebay or other selling platforms, there is zero protection for buyers. Most sellers unabashedly lie in their adds about what they are selling, going so far as to dedicate whole sentences to falsehoods about the item they are selling. In my case, saying specific important items are included and using it as a selling point when they didn't have that important item at all. This happened multiple times to me. Imagine a garage sale where everything is broken, that's Mercari. Mercari itself even lies about the ability to delete your account. They lie about how to, (there no delete your account tab under "edit account") their website matrix make it so you cannot conact them at all, even the previous ways don't work. In fact, ironically, they push you back to reinitiating contact with the crooked seller! Bizarre. Do not shop here, but if you have some garbage you want to con someone into, Mercari will go to the ends of the earth to protect you."

Ela says

"THEY HAVE ABSOLUTELY NO CUSTOMER SERVICE, SELLERS JUST IGNORE YOUR PURCHASE, AND LIST THEM AT A HIGHER PRICE, AND THEY DON'T REPIMAND THEM AT ALL. Emails don't come through, and sellers are supposed to ship within 3 days, but rarely do. THE WHOLE SET UP IS A JOKE AND REALLY USER UNFRIENDLY. most annoying setting is that they auto list pages of items that have already sold, by default!"

Anya Powers says

"I got scammed on this website, and lost over $300. I tried to contact this company, no one contacted me back. I sold my Burberry scarf to one person, he claimed it was not as the pictures showed, and asked for a return. Mercari approved the return without verified any information with me. The next day, it shows it was shipped back to me. Yesterday i was at home, the app sent me a message says it was delivered. Nothing was delivered! The person must provided a fake tracking number! Once the system shows the package was delivered, money was refunded! I tried to contact the buyer, he either blocked me or cancel his account. I am so upset now! I basically lost my Burberry scarf that I paid over $350. Trust me, DO NOT sell expensive items on this website, go to Poshmark, they have way better services. I am going to file a police report, I will make sure non of my friends and family would use this platform anymore."

Ronessia Turner says

"Be aware. Too many scammers on this platform"

Mary Parziale says

"I purchased a ring from from this k. K. Jeweler out of florida. Turns out it was a dollar rong from wish. I researched all the jewelry and found each and every ring is from wish. Contains no precious metals. Fake stones. I was livid. 28 dollars for a junk ring. Page looks professional. The photos are also from wish. And the ring looks nothing like the photo when it arrives. Never again. I can get my money back. Past the three days. What a bunko artist"

D Monroe says

"Contacting customer service will take you 2 hours and 8,000 clicks. They require the SELLER to rate the BUYER. They claim there's a way to delete your account, but that's not true. Just, really, don't bother. Stick with eBay."

TD says

"Up until now I’ve had a good experience selling on Mercari and sold 70 items. Now one of my items i sold is lost in transit and I have been trying to reach out to customer service for 4 days. No response. USPS of course is no help. I am trying to keep the buyer updated but cannot when no one from customer service answers. This has happened once on poshmark (1 Time out of maybe 160 packages sold) and service got back to me promptly and assisted. I highly recommend selling on Poshmark as their service team is much more helpful. I am not sure how I will ever get ahold of anyone to help, as of now I’m going to just assume I’ve lost the money I should’ve earned. Scammers."

Janell Mills says

"Mercari is straight crap. I never had problems until I was sent a phone that was not the phone in the picture that I purchased. They wouldn’t accept my return. I’m stuck with a broken phone that I didn’t order and out the money. I will never buy from them again. They rip you off. BEWARE!!!"

Lora Nelson says

"I ordered a Vince Camuto tote bag, got it . First of all it was made in China and it was said it was leather though it had all fitures of synthetic and it smelled like a rotten rat. I did everything possible to get rid of this stink using baking soda, charcoal tablets, vinegar, lemon juice, leaving it outside to air it. Nothing helped! Be careful with Mercari!"

Ike James Bear says

"I placed an order in December. I received no items and no update on shipping. Weeks later I get a response and they could not locate my order. I re-sent the info. Waiting, but disgusted. I keep getting the run around with no real action nor help."

Veronica Charles Orendain says

"Safe haven for scammers, do not buy anything from Liasmith06. I bought and pay for Marquise Waterford glasses on 12/29/2020.

Have not received them or any kind of communication.
Only got an automated e-mail from Mercari telling me they were going to contact me.......still waiting. This is not a controlled website."

Lucia Baccaro says

"First time using this site. Found a vintage toy my kid wanted for the best price. Item was packaged horribly and item broke. Tried to figure out how to contact Mercari because you have only a few days to review your item before you can ask for a refund. I was trying to figure out if I could fix the item myself after the seller claims it was not broken when he shipped it. He also shipped it with no protection. Claimed Mercari does not allow partial refunds. Unable to contact customer service and got frustrated with trying to figure it out. Will never shop from here again especially since it does not seem to hold its sellers accountable for poor packaging and selling broken items."

Mary Costal says

"The Bad Sellers. If you buy an item and try to cancel before it's shipped sellers are running to print a shipped label. Then there is no movement and seller plays games and they don't ship. Especially items under ten dollars. They bank on the buyer just losing the small amount of money. The best thing to do is open a case with USPS and get your money back. Alert The seller you are doing this. I know it's a long wait but you do get paid back. USPS will follow up on your request. There is no customer service with mercari. They are on auto bot for good now. Buying is a nightmare. Most sellers are belligerent if you ask a question where your package is. Sellers are there to collect the cash and that's that. I can say through experience it's best not to shop mercari at all. You loose a lot of money. Never see your purchases half the time. In the past when the site was fully functioning there was recourse and it was a decent place to shop and sell. But since auto bot usage it has scrapped out totally. They may be going belly up and just interested
in the cash now. It's a shame but mercari is now pretty much gone. Sellers may have to find another way to sell and buyers may have to go on to either going to the stores physically or buying from reputable site. Mercari mismanagement has destroyed the faith in it's members for the most part and when that happens they go under. Most of the third party sellers are selling on mercari now and it creates long wait times for your items. You buy. They wait until it comes from out of the country and then ship to you. Very long waits creates permanent problems. Sellers are charging next to full retail as well. I think the site has come and gone at this point."

Todd Lewis says

"Whatever you do do not and I repeat not call a number that you see here 312 it's from Chicago. They are trying to steal your information..............it's a scam........."

Stefaan Braem says

"I did a couple of transactions through this portal and I am amazed by the lack of support for sellers and buyers alike. Would not recommend to anyone! Sticking with big brother: eBay."

Sharon says

"sorted it out perfectly A wonderful experience and great customer service. Thank you for holding on to my special order a little longer, I truly appreciate it a My son placed an order and received his items which were not very good quality Purchased 158.00 worth of items and it took forever to get them once received they were not worth the money charged, low-grade material and workmanship Their women's clothing looks nothing like their ad. The quality is poor None of the items look even close to what is pictured. Their clothing looks great in the photos, however, what you receive is nothing close. The clothes themselves are cheap, poorly made, and ill-fitting They use photographs of real clothing sold by reputable sites BUT what they send you are knockoffs, cheap copies of the items. Clothing quality is terrible: stitching is less than poor, the textile is very low quality. I decide to return i sent several emails to the company got no response i went on social media Facebook and found this number which was Plus one -𝕥𝕙𝕣𝕖𝕖 𝕠𝕟𝕖 𝕥𝕨𝕠 𝕗𝕠𝕦𝕣 𝕖𝕚𝕘𝕙𝕥 𝕖𝕚𝕘𝕙𝕥 𝕠𝕟𝕖 𝕫𝕖𝕣𝕠 𝕟𝕚𝕟𝕖 𝕤𝕚𝕩-called that number when my line was connected they helped me some with instructions so that can return this merchandise back to them my refund initiated to me!!! customer service was very quick in helping me with the return I appreciate his assistance and efficiency! fantastic with customer service skills. Very quick and efficient. Thanks"

Anne watkin says

"This is extremely Great customer behavior I received very prompt and efficient service regarding my inquiry and really appreciated the follow up tacky material. terrible quality clothing! Purchased two dresses and tops one has completely come apart where the arm attaches to the body after one-time wearing! The second was already coming apart on the cuff before wearing it! Many of the dresses do not come as they may appear on the site and the compensation for the dissatisfaction in your orders is not handled properly, The quality of what I received is not what was advertised. The shirts are much thinner and cheaply made. The dress strap immediately popped and the material is cheap One thing didn't fit properly. I have two items in total that I need to return because I could not wait. When I tried to exchange for a different size my emails were ignored I’ve emailed and emailed to request a returns no response back I went on the internet I did my research about customer service number and I finally found this number which was plus one---ₜₕᵣₑₑ ₒₙₑ ₜwₒ Fₒᵤᵣ ₑᵢgₕₜ ₑᵢgₕₜ ₒₙₑ Zₑᵣₒ ₙᵢₙₑ ₛᵢₓ -called that number when my line was connected they helped me some with instructions so that can return this merchandise back to them my refund initiated to me!!! I have resolved the issue with this company and a refund has been issued I notified I’ll definitely be ordering again!"

Matthew Surber says

"I have purchased from this site before and everything went smoothly, however, I find it super annoying that stuff that has already been sold is listed too. It's a waste of time trying to go through these. I know it can be disabled, but why list the stuff once it's been sold?"

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