Etsy, Inc.

Review: I currently run an Etsy shop on Etsy.com called [redacted]. I had an order placed and shipped back in May. The buyer opened a case against my VERY successful shop claiming she did not receive the exact orders she ordered. The case was opened on May **, 2015. I tried SEVERAL times to offer a resolution to the buyer. All of which the buyer ignored. Etsy's Trust and Safety team got involved and tried several times to reach out the buyer. The buyer ignored them also. On June **, 2015, I received notification that the case was closed by Etsy and no further action would be needed. I received an email on June **, 2015 stating that the case was opened again by an "admin". I immediately emailed back and said there were no updates in the case, the buyer continued to ignore resolutions. I asked Etsy to call me. On June **, 2015 [redacted] from Etsy called and said the case was reopened without any explanation and I was told that I had no choice but to continue to indulge in back and forth over something that I fulfilled and did my part over and over. I am disgusted that I was told that I had no choice to entertain this nonsense or face my shop being suspended.Desired Settlement: I want Etsy to close this case once and for all!!! Case #[redacted]

Business

Response:

June **, 2015 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case #[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated June **, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy provides its dispute resolution process for the benefit of users. Etsy does so in Etsy's sole discretion, and Etsy has no obligation to resolve disputes between users or between users and outside parties. To the extent that Etsy attempts to resolve a dispute, Etsy will do so in good faith based solely on Etsy's policies.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer states that the case filed against their shop by an Etsy buyer (the “Buyer”) was reopened after having already been closed due to the Buyer’s non-participation. According to our records, the Buyer opened a case against the Customer on May **, 2015. It appears that because the Buyer did not participate in the case log or escalate the case, the case automatically closed on June **.As the Buyer has indicated to Etsy’s Trust team that this matter remains unresolved, Etsy has reopened the case. The Buyer has been given one week from today’s date to comment in the case log. If the Buyer does not participate in the case, Etsy may close the case. At this time, no action is required from the Customer. In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted].We are sorry to hear that the Customer’s transaction with the Buyer did not go as planned. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this time. If you have any questions, please contact [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: During the month of December 2014, we tried using Etsy's promoted listings advertising service to boost holiday sales. We only promoted specific listings, and set our max budget at $1 per day. The ads were not bringing us any additional revenue, so we had stopped promoting our listings on Christmas Eve, yet somehow the ad campaign either restarted or kept running, and the budget amount was even increased to $5 per day. I would have never noticed, but I just went to print out a shipping label and it stated that I had exceeded my credit limit. We had just made a payment, and I couldn't understand how we would have exceeded our limit already. I went to look at our bill and realized that the ads were still running. We have never spent that much money on advertising, we simply could never afford that kind of budget on the sales that we make. I am absolutely, 100% positive that we stopped the ads on December [redacted] and DID NOT restart them, nor did we increase the daily spending budget. Our credit limit through Etsy is only $50, which is another reason that we would never set our budget so high. We tried to reason with Etsy and dealt with 3 different customer service reps, and they all insist that it is not possible the mistake was at their end, and they are unwilling to help. Our history with them shows that we have never spent that much money on advertising through them, plus, ironically this issue occurred right at the same time we changed our Etsy shop name. We asked them if it was possible that the shop name change somehow reset all of our old ad settings, and they insisted it must be our mistake and not theirs. On the day when they said we supposed restarted the ads and increased the budget, which was New Year's Eve, we were not even at home; my husband worked from 9am until 6pm while I was visiting a friend in Florence, and after I picked him up from work at about 6:05 pm we went directly to another friend's house for dinner and a New Year's party. We are the only 2 people with access to this etsy account, and there is no way possible that we restarted those ads and increased the budget.Desired Settlement: I would like them to credit our account for the (unapproved by us) ads that ran from 12/** through 1/[redacted] which amounts to $25.75.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January **, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] And [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. “Etsy’s Terms of Use state, “You are responsible for paying all fees and applicable taxes associated with using Etsy. Etsy provides plans for both automatic and manual bill payment as outlined in Etsy’s Billing Policy. Etsy will send an invoice to the seller’s email address on file detailing the amount due for the prior month’s fees and charges. The seller must pay the amount due in full within 15 days of the date of the invoice, or the account will be considered past due.”Etsy’s Advertising Policies further state, “When you purchase an Ad, you understand and acknowledge that you are purchasing advertising on a cost-per-click (or “CPC”) basis and you are responsible for the payment for any clicks your Ad receives. This means that you will be charged each time your Ad is clicked, not simply when it is displayed. You may pause an ad campaign at any time, but you will still be responsible for any charges incurred prior to pausing your campaign. Etsy will not grant any refunds for charges related to clicked Ads.” In the complaint, the Customer requests a refund of certain fees incurred.According to our records, the majority of the Customer’s balances are from Promoted Listings campaigns. For information about Promoted Listings, please see this article: [redacted]On January **, an Etsy Administrator provided the Customer with a detailed log of the actions taken on their Promoted Listings campaign. After a careful investigation, Etsy was able to identify any errors related to the Customer’s campaign starting and stopping events. We are unaware of any issues or errors that would result in campaigns starting or budgets being adjusted on behalf of a member.For this reason, we are not able to give any credits with regard to Promoted Listings. In the event the Customer has further questions about their bill, they may wish to reach out to our Billing team directly ([redacted]).We are sorry to hear that the Customer was concerned by these fees their account. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted] Sincerely, [redacted]Etsy, Inc.

Review: On 10/**/*014 I placed an order through Etsy.com for 11 robes (for my bridesmaids) I was redirected to [redacted] (an Etsy vendor) I picked out colors and sizes and was able to place the order for $308.50. I was sent a confirmation email stating that the expected shipped dates was 11/**/2014. I contacted [redacted] through Etsy's chat forum and requested a change in color a rep from [redacted] responded quickly and informed me it wouldn't be a problem. I then sent them another email when on November **, *014 I did not receive a tracking number for my order. An automated message responded stating that they "had a family emergency" and would refund that week’s order or shipping will be delayed. I called [redacted], the card I used was issued by them, and they explained I needed to submit a letter stating why I was disputing this charge. It is now 1/*/2015 I never heard back from Etsy or [redacted] and was informed yesterday by a letter dated 1*/**/2014 issued by [redacted] that my claim cannot be disputed because I miss a 60 day time frame. Which I didn't because I called them way before December **, 2014 and I have a phone records to prove this.

I work for the department of education in NYC and have a base salary of 33,000 a year. Financially I am strapped as it is and I would appreciate some assistance in retrieving my 308.50 (that’s a week's paid).

I have Phone records of my attempts to contact Brooklyn Etsy and Corporate Etsy in California, I have emailed/messaged [redacted] several times during this time of 10/**/2014- 1/*/2015 and have had no success. It is a crime to have a vendor sponsored by Etsy (I'm sure they got a commission from my 308.50- which is why I am also reporting them) and have these two companies scamming innocent tax paying citizens as me. On top of the fact that they ruined this experience for me and my bridesmaids.

I need help please!

Witnesses, [redacted] ###-###-####

[redacted]Desired Settlement: I have already paid my FULL balance to [redacted] from my checking account, what I would like and feel is fair is that I receive my cash/check of 308.50 that I was charged for kimono robes I NEVER received.

Thank you

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer states that the products she ordered from an Etsy seller (the “Seller”) were not received. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operated a shop on Etsy. According to our records, the Seller no longer qualifies to sell on Etsy, and will not be returning to the site. The Customer was issued a full refund by Etsy on behalf of the Seller earlier today, January *, 2015. The Customer may wish to note that it typically takes 2 to 5 business days for the refund to be reflected in their bank account or card statement. In the event the Customer has any further questions about this refund, she may contact our Trust team for more information at [redacted].We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I placed the order in 07-**-13 and have yet to receive anything or any responses about enquires about the delivery.

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated September *, 2013 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue to buy and sell all things handmade. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies.

Etsy’s Terms of Use specifies that Etsy “cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also states “[s]hould you have a dispute with one or more users, or an outside party, you release Etsy (and Etsy’s officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes.”

In the complaint, the Customer indicates that they ordered an item on July **, 2013. My research indicates that there is no Etsy account associated with the email address in the complaint - [redacted] - so I am unable to locate the order information. However, the Customer did not purchase an item from Etsy, but rather from an individual who operates a shop on the Etsy platform. Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller.

If the Customer needs further clarification about this, or for further assistance contacting the seller directly regarding her order, we ask that she contact Etsy at [redacted].

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted].

Sincerely,

Etsy, Inc.

Review: I opened up a shop on their website and named it [redacted]. It was gift baskets I made. They have hundreds if not thousands of gift baskets they allow others to sell on their site. They claim that my baskets were not handmade and closed my shop. It was only open 3 weeks. I don't feel I should pay them $3.20 to post 16 baskets that were HANDMADE just like the thousand other baskets on their site. for no sales and closing my shop under false pretenses. If they won't allow me to be on their site. Then they need to close all the other shops that are on there with gift baskets. It is a double standard and discriminatory.Desired Settlement: Complete refund. I told them they were not to try and charge me for a shop only being allowed to be open 3 weeks. If they did I would dispute the charges.

Business

Response:

Review: My shop was shut down without notice and I have tried to contact someone regarding this around 20 times, Yes, that many emails sent & no response has been had. This is just bad business practice.Desired Settlement: I want to receive correspondence from someone that knows what is going on to tell me the reason my shop was shut down out of the blue after I reported a photo from my shop stolen from another shop member on the site. I tried emailing 20 times or more with no response. I can't even purchase from this site and this is wrong. You need to change your policies. You are all for china made items and resellers and the little guys who try to make a living here in the U.S. get ripped off from you every day unfairly. I want an explanation as to why my shop was shut down. I was doing NOTHING wrong! I want my shop back. You shut me down unfairly & this is not right.

Business

Response:

Review: I placed an order on ETSY.com to order items from [redacted] on 7[redacted]/2014. The two items I ordered was supposed to ship 7/**/2014. Then the company emailed me stating they are on religious holiday and cannot ship until 8/*/2014. I needed these items for 8/*/2014 and as of now I have sent many emails to [redacted] to cancel and refund my money. I cannot seem to find a way to contact ETSy to get thsi resolved since this company is on their website. I just want my money refunded for the $85.82 I was charged on my card. No one cant seem to help me and the [redacted] company keeps replying to me and saying they will ship 8/*14. I dont need it any longer since my event date has passed.Desired Settlement: I want my order canceled and my card refunded.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated August *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered.

Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

I see according to our records that the Customer is eligible to open a case on Etsy for this transaction as of today, August *, 2014. As a venue, Etsy is not directly involved in the transaction, but we can attempt to mediate between the Customer and the Seller through our case system. If the Seller doesn't respond or resolve the case within one week from the date it was opened, the Customer will have the option to escalate the case for review.

As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to initiate a claim for a refund. We would recommend that the Customer therefore contact [redacted], or their bank or credit card issuer, if they wish to pursue this option.

In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.

We’re sorry to hear that the Customer has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted].

Sincerely,

Etsy, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is un-satisfactory to me and I will file a complaint via etsy since I am able to do so at this time

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is in regards to the closed complaint below. The seller [redacted] on ETSY agreed to refund my money of $85.82 This was his response to me on 8/[redacted] I want ETSy to refund my money since they allowed this business to operate on their site without any safe guards for their customers welfare. Now that shop cannot be located on ETSY once I filed my first complaint. They need to be held responsible and refund my money. [redacted] Aug **, 2014 Hello I apologize for this inconvenience. all these delays happen beyond my desire. the reason all this happened 1 kalisudah I sent the first shipment, but because you do not give your phone number package stuck at customs. and now the package back to Indonesia. 2 Election President in my country which led activity is suspended. 3 The feast of Eid, the entire dispatch center to close approximately one week after the Eid is complete. 4. my father died. I beg maf for this inconvenience. I chose to refund your money immediately. regards

I want ESTY to refund my $85.82

Sincerely,

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated August *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

In the rejection, the Customer has requested a refund for the purchase she made from a Seller on Etsy (the “Seller”).

To clarify, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

I see according to our records that the Customer has filed a case on Etsy. Since writing this rejection, this case was resolved by the Seller with a full refund via [redacted]. The Customer will need to check their [redacted] account for this refund. The refund will not immediately be applied to their bank account balance or credit card but rather waiting for them in their [redacted] account.

In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.

We’re sorry to hear that the Customer has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted].

Sincerely,

Etsy, Inc.

Review: Etsy has a very rude snide customer service staff. They will shut down a shop with no notice, then make the owner fight to get it back. There is NO live person to contact in either a chat or phone number. They DO NOT respond to an issue such as shutting down a shop for several days. They have inconsistent "rules" that each member is to follow. They do not resolve issues in a timely manner. If a shop is paying their fees on time they should give a warning before just stopping a shop. There are people that are allowed to "flag" items, and Etsy relies on these random members to keep "integrity" than to police their own site with employees. Many of these flaggers have false intentions and false knowledge. Someone needs to police Etsy and make them answer live phone calls, people need a real human on the other end. The customer support e-mails are poorly written and formatted.Desired Settlement: To make a customer contact line to where issues can be resolved over the phone. Ebay does it why can't this site...

Business

Response:

Review: On March **, 2014 I purchased a Hat from Etsy website. The Shop was called [redacted]. Her email address is [redacted]. I have contacted this seller several times by email and through etsy to let her know that I have not received my product. She responded I believe in April, and it was the only time I got a response. I even asked for a refund, and have heard anything else. Today is August [redacted], and I feel like I was scammed. I have made purchases on Etsy before and never has this happened to me. I dont make a lot of money and I feel like I it was taken away from me. I dont ever want to by from Etsy again in fear that this will happen to me... again.Desired Settlement: I would like a refund back to the card that was charged. This product was suppose to be a gift that my husband was gonna give me for my birthday due to the fact that Im a MakeUpArtist. He's upset and so am I, and we would really just like a refund.

Business

Response:

[redacted] [redacted]

[redacted]

[redacted]

[redacted] [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated August *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered.

Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

I see according to our records that the Customer did not open a case on Etsy for this transaction. As a venue, Etsy is not directly involved in the transaction, and we are unable to mediate between the Customer and the Seller outside of our dispute system. Unfortunately, the 60 day window to open a dispute for this order has expired.

As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf. We would recommend that the Customer therefore contact [redacted], or their bank or credit card issuer, to see whether they are able to obtain a refund.

In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.

We’re sorry to hear that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]

Sincerely,

Etsy, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased an item from an Etsy shop in February 2014. The shop (Love Cake Toppers) failed to send me the product, stating it got lost in transport. A month had passed at this time. The shop advised me that they would resend the product. The product arrived another month later, broken. I complained again, and was told that I needed to provide proof. I sent them a picture of the broken product I had received. They then promised me a replacement, and refused a refund. I have tried to reach out several times to this shop and have gotten no response. The replacement never came, and the refund is still being refused. I have tried to have patience with this shop, but finally decided to escalate the issue to Etsy as he was not replacing the item as promised. Etsy advised me that they will not contact the shop until they receive three complaints against him, even though several reviews states that he's doing the same thing to other customers (not sending the product or not replacing broken products and ignoring consumers). They state that by me being patient with him and trying to allow him to make it right, I am outside of the window to file a complaint, and will have to eat the cost of the item. They also refused to issue me a credit in order to get a replacement item from another Etsy shop. They continuously told me that he will need to do it two more times, regardless of his negative history, in order for them to even look into it and that I am basically just out my money.Desired Settlement: I would either like a refund to my credit card or at the very least, an Etsy credit in order to be able to purchase what I have rightfully paid for from another Etsy shop.

Business

Response:

Review: They gave me a shipping date and when I check of the product has been shipped it said is has not and when I try used to contact them I received no replyDesired Settlement: My product or my money

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have had shop on Etsy since 2009. I make hand crafted jewelry, mostly leather wrap bracelets. I received a notice from Etsy on July **, 2013, and July **, 2013, saying that they had received multiple notices of copyright infringement from the fraud department of "Chan Luu" about some of my listings. I had used the wording "Chan Luu style" in the tags on 6 of my listings. I responded immediately to both Chan Luu and Etsy telling them that I would remove any use of the Chan Luu name from all of my listings, and proceeded to do so. On August **, 2013, I received another notice accusing me of copyright infringement, again by [redacted] of Chan Luu, it was a listing that I had sold on January *, 2013 so it was no longer in my shop, I failed to adjust that listing by removing the tag that said "Chan Luu style". I only received 2 notices from Etsy, even though they claim that they had received multiple notices concerning my shop in the last year, why did I only get notified twice? Etsy has closed my shop, terminating my selling privileges on August **, 2013, before I even had a chance to respond. I know that they take copyrights very serious, so do I. I even signed an agreement when I opened my shop concerning the subject. I never copied the designs of Chan Luu or copied their photos. My jewelry is unique and comes from my own head and my own two hands and I take all of my photos. If using Chan Luu style in a few tags is considered copyright infringement then I am more than happy to remove their name, and apologize for the mistake. Please click on the link provided: https[redacted] This is what comes up when you type in Chan Luu in the search box on Etsy. If I am guilty of copyright infringement and have to have my shop closed then why do these shops get to stay open? The people of Etsy are not nearly as quick to respond to me as I was with them, and I just get the same copy and paste response from their legal team. There are no real people to talk to, everything is automated. Etsy is told exactly which items are at issue. Therefore, they do not have information about material that remains on Etsy and cannot answer any questions about such material, why did Chan Luu choose my shop? I can't be that big of a threat to a multi million dollar company like Chan Luu that they only targeted my shop. This shop was big part of my income. I had excellent feedback and several repeat customers. I don't believe I was treated fairly by Etsy and would like them to reconsider closing my shop. I did as I was asked and do not understand why they closed my shop when there are so many on Etsy that remain open for doing the same thing. Thank you, [redacted]Desired Settlement: I would Like to have my shop reopened and for Etsy to look at each case individually instead of just sending out the same letter to everyone because I know of other shops that have had the same problem.

Business

Response:

Review: I ordered from the etsy.com sote from designs by alaina. I orded a slateboard with information drawn on it for my daughters graduation. I conversed back and forth several times with her in regards to this product all the while expecting the finished product to be mailed to me when it was complete. She notified me it was complete I asked her how to pay for it she advised how so I paid. It was marked shipped on 3/*/2016. On 3/** I notified her I have not yet received it. She said that its a file that I download and send somewhere else to have printed on paper. I informed her that is not what I ordered. That I do everything from my cell phone and I can not download it. Had I know that I would have never ordered it. And advised her I needed a refund. I contacted etsy and they refuse to make her give me a refund. They claim there is nothing they can do. Yet she and they have my money and I have no product.Desired Settlement: For her or etsy to refund me in full I paid $30 for a physical slateboard with art written on it. She processed a computer generated program that I have to download and can not from my cell phone which is what I do everything on. I have no way to download it. Her listing never stated that it is only a digital photo. Through all the correspondence I beleived I was paying for and being mailed by usps mail the art I purchased.

Business

Response:

[redacted]

[redacted]

[redacted]Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated March **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” In the complaint, the Customer claims that she purchased a slate board with information written on it from a seller on Etsy (the “Seller”) and she was instead emailed a digital file of the same design.To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records show that, on March **, the Customer opened a Not as Described case on Etsy for her order. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Within the Etsy case system, in order to determine that an item is not-as-described, Etsy Administrators must find that there are detailed differences between the item that was received and as was described by the seller. After thorough review, in accordance with our Terms of Use, the Etsy Administrator determined that the file the Customer received was not materially different than the listing she purchased from, as the Seller states in their listing that the item is a printable digital file. As such, on March **, the Customer’s case was closed. While we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation. We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.In the event the Customer requires additional assistance, or has further questions about Etsy’s dispute resolution process, we would encourage her to reach out to our Trust team directly ([redacted]). Etsy considers this matter closed at this time. If you have any questions, feel free to contact [redacted]. Sincerely,CamilleEtsy, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have already reached out to the resolution team and they claim they can not help that it is up to the buyer to refund the money, which she is refusing to do and yet I have nothing for my $30 I gave her. Its horrible that they let sellers on their site do this. I explained to the buyer I could not download what she is telling me to downlaod from my cell phone which is how I contacted her several times and what I do everything on I dont have a computer to download what she claims she sent me. So she and etsy have my hard earned money and I have nothing for it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

I made a purchase through a seller, [redacted] on Etsy. The product was not delivered in the time frame stated on the seller's listing. I contacted the seller, and the product was promised for that night. It was never delivered. I filed a case through Etsy, and because the seller did not comment on the case, Etsy closed the case, marked it "resolved", and allowed the seller to steal my money and never provide the product.

Bought a purse off their website, I recieved the purse stained. I tried to return purse and get a refund. I was told that I couldn't return purse for refund. When I filed a case with Etsy, they agree with seller not to return the purse, even know in description she never stated that there were stains on the purse. There are absolutely no rights for the buyer on the site and would never use this site again. Buyer beware!!

Review: Etsy has changed there advertising for shops to something called "Promote" I turned off this service mid October 2014 it was off correctly in October, November and then it automatically restarted without my knowledge in December. It re-initiated advertising because of a default setting in their "advanced settings" which says: "yes, promote new listings" . There is NO indication given to a shop that ads are starting to run either through email or through a notice on the top of the management back office. The only way I knew that this "promote" was running again was when I received a bill at the end of the month with $100 charge for "promoting" two new listings. I contacted them and they will not remove the charges even though it was automatically start up and that I did not authorize this.

I took a look in the Etsy Forums and found that there were many people with various problems with their setup and software. This doesn't seem to matter to Etsy, it is just our problem. [redacted]Desired Settlement: I would like for the $100 charge for these "promote ads" to be removed from my bill due January [redacted].

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “You are responsible for paying all fees and applicable taxes associated with using Etsy.”Etsy’s Advertising Policies further state, “When you purchase an Ad, you understand and acknowledge that you are purchasing advertising on a cost-per-click (or “CPC”) basis and you are responsible for the payment for any clicks your Ad receives. This means that you will be charged each time your Ad is clicked, not simply when it is displayed. You may pause an ad campaign at any time, but you will still be responsible for any charges incurred prior to pausing your campaign. Etsy will not grant any refunds for charges related to clicked Ads.” In the complaint, the Customer claims that she was charged for promoted listings that she alleges she did not authorize.According to our records, the Customer activated a Promoted Listings campaign on December **. The Customer did not deactivate the Promoted Listings campaign until January *. After the campaign was deactivated, no new fees were charged to the Customer’s account. The Customer alleges that an advanced option for auto-promoting new listings was the cause of the activation of the Promoted Listings campaign. However, according to our Payments team, it is not possible to activate the Promoted Listings campaign by simply creating a listing while the campaign is turned off, as the Customer alleges. Regardless of whether “auto-promote” is checked on or off in advanced settings, this setting would only be functional after the Customer activates the Promoted Listings campaign. Further, the Payments team noted that while the default daily budget for Promoted Listings is $1, our records indicate that the Customer manually adjusted this budget to $5. After a thorough investigation, it was determined that the Customer’s campaign was functioning in accordance with the settings she provided when the campaign was activated. For this reason, Etsy cannot grant any refunds for the fees incurred during the time the campaign was active.For more information about Etsy’s Advertising Policies, the Customer can refer to our Advertising Policy page here: [redacted] In the event the Customer has further questions about her bill, she may wish to reach out to our Billing team directly ([redacted]) or reply directly to the Conversation from CustomerCare in his Etsy account.We’re sorry to hear that the Customer was concerned by these fees in her account. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I ordered a bookshelf from Etsy and the payment was processed via [redacted]. The item was supposed to ship in 2-3 weeks. I waited for 2.5 weeks and contacted the seller about the order. He responded to my email saying he would ship my order in the next 3-4 days. He kept on pushing the dates until it was almost 2 months. I emailed Etsy telling about this, and they said they have blacklisted the seller as they received complaints from other customers. But they asked me to contact [redacted] for refund. [redacted] said they have a 45 day refund policy and they can't help me with this. I even contacted [redacted] via which the [redacted] transaction was processed. They said they have a 60 day period and it was only 62 days, but they weren't ready to even consider. I think they seller knew about all these policies, hence he kept on stalling. I'm not sure if I should etsy, or [redacted] or BOA. But since my order was placed via Etsy, I hold them responsible. They were reciving other complaints. They should've atleast warned.Desired Settlement: I just want my money back!!

Business

Response:

[redacted] [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated November *, 2013 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue to buy and sell all things handmade. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. The Customer [redacted] is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use specifies that Etsy “cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also states “[s]hould you have a dispute with one or more users, or an outside party, you release Etsy (and Etsy’s officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes.”

In the complaint, the Customer admits that she “ordered a bookshelf from Etsy and the payment was processed via [redacted].” The merchant that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy. Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller.

My research indicates that the Customer opened a ticket with Etsy’s Support team, but according to the Customer’s own complaint to you, the Customer failed to file a case with [redacted] or the bank/financial institution used in this transaction within the appropriate time constraints. As a result, our Support Team was unable to assist further with this matter.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted].

Sincerely,

Etsy, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

Etsy is an online store that sells things. I understand that the seller is not an employee of Etsy, but I think they should take some responsibility to make sure that the seller is legit. Everything starts with trust, if they are saying all they do is let some person sell handmade stuff on their website, but really don't care if it reaches the customer then who would want to go back and buy things from them? I understand I didn't file a complaint on [redacted] because they take responsibility for 45 days, but by the time I realized I was conned, it was way beyond that time. Also the seller said it usually ships in 15-20 days.

I'm sure there were more people that got conned by this. Etsy should've at least warned the other buyers about the scam. When I complained to Etsy, they said they have received similar complaints from other buyers and they will eventually blacklist the seller if he doesn't respond. Doesn't this mean that Etsy already knew about the scam before I realized and complained? Isn't it their responsibility to at least alert their buyers? It looks to me as if they do not care at all!!

Also when I buy things on [redacted] I review the ratings and [redacted] also holds responsibility to certain extent! When I went to buy a bookshelf from this seller I saw pretty good ratings! Who put the ratings there if it was all fake??

Also want to add they are still selling the same bookshelf on their website! How do I know it is not the same seller selling with a new ID?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Review: They have suspended my shop without reasoning in their email and have yet to reply to any of my emails, after being told to email them. I have put a lot of money into them and am extremely frustrated.Desired Settlement: I would like to be refunded on behalf of my time and effort and their misunderstanding. I would also like to either reopen my shop and insure it stay open under original agreements or shut down my shop.

Business

Response:

Review: This company has debited my bank account $30 for no reason and is refusing to refund it.

I have sent several emails and they will not refundDesired Settlement: I would like my money put back into my account.

They now have all my bank information as well. I fear they may try to hack into my account.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated October **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims she has received a charge of $30.00 from Etsy, and has not received a refund from Etsy.

Upon review of the Customer’s account, we were unable to locate any $30.00 charge matching the information the Customer provided. It was determined by an Etsy Administrator that the $30.00 charge was likely an overdraft or other fee charged by the Customer’s bank.

Because this charge was not made by Etsy, when the Customer most recently contacted Etsy on October **, we encouraged the Customer to contact her banking institution for information about appealing this $30.00 fee.

While we’re sorry to hear of the concern that the Customer has experienced as a result of this unexpected charge, Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]

Sincerely,

Etsy, Inc.

Review: I purchased a Vintage Buffet table from from Etsy on April **, 2013. After several attempts to obtain a status of the delivery, the merchant (Draptofabvintage) failed to provide a shipping tracking number and indicated the product would arrive on May **, 2013. The item never arrived. I initiated a case for non delivery of product with Etsy Customer Service on June [redacted]. I asked for a refund since the item was never delivered. Etsy promised to issue a refund within week from June [redacted] if the merchant did not solve the case. It has been 4 weeks since the case was opened and Etsy has failed to solved this situation for me. I clearly stated on the case that I no longer wanted the item, however Etsy has ignored my request and keeps asking the merchant to ship the item. As a customer that ordered this table on April[redacted], it is totally unacceptable that it would take 2 months to receive it. I have attempted to escalate this issue with Etsy, but they have indicated that there is no phone number I can use to contact anyone in the company. The responses from the Etsy administrator appear to be scripted and not paying attention to my request or comments on the case. I will not accept this item at this point, since it does no serve my purposes anymore and the merchant failed to honor the delivery date.Desired Settlement: I want an immediate full refund of $600.00 from Etsy or the merchant. I will not accept delivery of this product at this point. I ordered it for a specific purpose and I had to find an alternative solution.

Business

Response: