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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:
$74,697.00

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

50 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
50	Unanswered

50 complaints against Mercari

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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.

9/2/2025

RESPONSE: Complaint was not answered Amount in Dispute: $95.00 Amount Settled: $0.00

Customer Complaint

8/7/2025

On 7/24/25 I sold a BBW 3 wick candle holder to a buyer. While it was in the shipping process, the buyer tried to cancel. However, it had already been shipped. Once they received it they then claimed the item was damaged during shipping and wanted to return it. Mercari said I was not eligible for shipping protection even though I followed all of their guidelines. So they initiated a return. It said the buyer would return the item. I could see that the current status was waiting for buyer to return package and when it is in- transit I would get a shipping tracking number. A few days went by and it is no longer showing up anywhere in my account as being sold or anything. It randomly just disappeared. After digging deeper it shows the buyer was refunded without returning my item to me! I have sent several messages concerning this issue with no help. Calling their customer service has been a waste of time because it just hangs up on you. If this was a couple dollar item I would cut my losses and move on but this was an almost $100 item. It won't even let me email them without saying to try again later. I've been dealing with these errors for days. I'm fed up! Why should the buyer get a refund and get to keep my item? I want my money or my item back. This is unjust! Resolution Sought I want my money I would have earned for this item or my item back.

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