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Mercari complaints

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PO Box 60178
Palo Alto, CA 94306 | Get Directions

(888) 325-2168

http://www.mercari.com

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Total Amount in Dispute:
$73,285.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

45 complaints against Mercari closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
45	Unanswered

45 complaints against Mercari

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4/8/2026

RESPONSE: Complaint was not answered Amount in Dispute: $200.00 Amount Settled: $0.00

Customer Complaint

3/13/2026

I am the seller. A purchased was made and the merchandise was sent. The pictures on the site that I provided showed item in perfect condition with an authenticity booklet included. Upon return, the box was destroyed, the booklet was missing, the box and the sprayer was significantly damaged with parts pealing. I can't resell it. And if i could the price would significantly decrease. Mercari denied it and I don't know how to proceed. In this case I truly feel they protect buyers and avoid rights towards seller. Please help Resolution Sought I believe I'm entitled to a refund on the sellers part. I can resell product because of damage

10/6/2025

RESPONSE: Complaint was not answered Amount in Dispute: $96.73 Amount Settled: $0.00

Customer Complaint

9/10/2025

I purchased a pair of shoes from Mercari for $96.73 on 7/272025. The shoes were delivered in an empty box (sliced open), which I reported 8/4/2025. Mercari claimed that they filed a complaint with the delivery service that they contracted (UPS) who needed 8 days to investigate. I have over 20 emails trying to collect my refund and they continue to make excuses that they are waiting for UPS to finish the investigation. The only reason I purchased from them is because their website guarantees that you will receive the item you purchased as described or you will be fully refunded. I am furious that they are trying to keep my money after I was delivered an empty box. I have no shoes and no refund for the $96.73. Please help! Resolution Sought I want my $96.73 refunded.

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