Mercari: Buying & Selling App

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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TOP INSIGHTS

A weekly roundup of Mercari: Buying & Selling App's key feedback

1

Poor Customer Support

Many users express frustration with Mercari's customer support, citing difficulties in reaching help and resolving issues. Approximately 20% of users report feeling unsupported when problems arise, leading to dissatisfaction and a lack of trust in the platform.

I had an issue with a purchase and couldn't find a solution through the help center, making it risky to shop here.

2

High Fees and Hidden Costs

Users are concerned about high fees and hidden costs associated with transactions on Mercari. Around 15% of users feel that these charges are excessive and negatively impact their buying and selling experience.

The app's dark UI methods and hidden fees at all checkpoints have ruined the experience.

3

Shipping and Delivery Issues

A significant number of users experience problems with shipping, including lost packages and expensive rates. Approximately 10% of users report dissatisfaction with how shipping is handled, affecting their overall experience.

I've had multiple packages lost in the mail, and Mercari automatically sided with the buyer without giving me a chance to prove I shipped the item.

4

App Functionality Problems

Users report issues with the app's functionality, such as frequent crashes and false notifications. About 10% of users find these technical problems frustrating, impacting their ability to use the app effectively.

Unable to make posts without the app constantly closing, even after deleting and reinstalling.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Depop

Depop receives praise for its user-friendly interface and fair fee structure, making it a popular choice for both buyers and sellers. However, some users express concerns about data security and customer service responsiveness.

#2 RUNNER UP

Mercari: Buying & Selling App

Mercari is appreciated for its ease of use and effective selling tools, but users report issues with customer support and high fees. Some users also experience problems with notifications and transaction disputes.

#3 Straggler

eBay

eBay is criticized for its high fees, poor customer service, and issues with scams and returns. Many users feel that the platform favors buyers over sellers, leading to dissatisfaction among long-time users.

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Nuggets

Major Highlights of the Week

Shipping Costs

Users are frustrated with high shipping costs, which they feel are not competitive and deter them from making purchases. They suggest that Mercari negotiate better shipping rates to offer more attractive deals.

Shipping rates are too high, making it hard to find good deals.

Customer Support

The help center is ineffective, leaving users without solutions to their issues and no clear way to contact support for assistance. This lack of support leads to a poor user experience and discourages continued use of the platform.

I couldn't find help for my issue through the app's help center.

Seller Protection

Sellers feel unprotected as Mercari often sides with buyers in disputes, even when sellers have evidence of fulfilling their obligations. This perceived bias and lack of recourse for sellers lead to dissatisfaction and loss of trust.

Mercari always sides with buyers, even when I ship items on time.

Hidden Fees

Users are unhappy with hidden fees and unclear pricing structures, which they feel are deceptive and diminish the value of the platform. This lack of transparency in fees leads to a negative perception of Mercari's business practices.

Hidden fees at every step ruin the experience.

App Bugs

Frequent app crashes and bugs disrupt the user experience, making it difficult to list items or complete transactions. Users find these technical issues frustrating and a barrier to using the app effectively.

The app keeps closing when I try to make a post.

Scam Accounts

The presence of scam accounts on the platform poses a risk to both buyers and sellers, leading to lost items and financial losses. Users feel that Mercari does not provide adequate protection or resolution for these incidents.

Scammers are rampant, and Mercari offers no protection.

Quotes of the week

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I've been using Mercari for many years now and it's always a great way to sell my used items. I like it better than other sites because there are a lot less fees. Selling is super easy and buying is easy too.

Drewskibrie

It's sad to see an app that was a main source of income and foot traffic for me fall so far off. I typically generated 10-20 sales a week on average since 2022 however, in the past 3 months, I have watched my sales plummet to 0. This is simply because of their flawed search functions and ridiculous selling/buying fees that have turned off several customers.

Ligma Givenss

I like finding things here but had an issue with an item purchased before and was unable to find a solution thru the website's own help center. No way to reach for help from them. So shop at your own risk.

Jay-buggy

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User Experience Report

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Mercari: Buying & Selling App

Top Insights This Week

Poor Customer Support

High Fees and Hidden Costs

Shipping and Delivery Issues

App Functionality Problems

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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