Etsy, Inc.

Review: I paid this company for a product and they are refusing to ship it to meDesired Settlement: refund or send me my product

Business

Response:

Review: I paid 56.00 for a service through etsy, come to find out the seller was no longer a member of etsy but yet etsy still advertised for them and never removed their information ! So there for I am out the money I spent which was a Christmas present.Desired Settlement: etsy should refund me my money due to the fact that they advertised falsely.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated December **, 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 from whom the Customer purchased is not an employee of Etsy, but previously operated a shop on Etsy.com. Although the Seller was still operating a shop on Etsy when the Customer placed her order, the Seller no longer qualifies to be a member of Etsy and will not be returning to the site. Even though the Customer is unable to file a case for this order on Etsy, she can still open a refund claim based on her payment method.As explained to the Customer by an Etsy Administrator on December **, because the Customer paid for this order via [redacted], Etsy does not have access to her payment. For this reason, Etsy is unable to issue a refund on the Seller’s behalf. The Customer may wish to contact [redacted], or her bank or credit card issuer, to see whether she is 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, [redacted]Etsy, Inc.

Review: An order had been made with Etsy through one of the shops that is registered on there website. Shop was not answering messages that had been sent referencing my order. I had ordered jean shorts from this shop ([redacted]) and they are not fitting appropriately. Prior to my order I contacted the seller to make sure she had everything needed to make sure that they fit perfectly. I sent the first order back because the size was incorrect. Seller then sent another order and they were still wrong. When I explained this to the particular seller they then told me that I should send her my measurements but from the start asked this particular seller if there was anything else that they needed from me. It takes this seller forever to respond to emails and all. I had explained at this point I have spent more money sending these shorts back on top of the original order price. I have paid a total of $122.97 with just the seller alone not including all the money I spent to send them back to this seller. I have contacted the seller and they don't answer me. I asked for a refund. they had stated no. When these shorts were ordered and received by myself no size was listed inside of the shorts because when the shorts were received and you look inside the that states the size is not listed. I did not want this seller to lose her shop on Etsy so I did not make an attempt to do much until this seller could explain what they can do. I called my bank and Etsy and they both have told me there is nothing that can be done but I don't understand how this seller now has my $122.97 and my shorts and I am out both with no contact.Desired Settlement: I would like my money to be refunded. The full $122.97. Etsy is not doing anything for the consumer at all.

Business

Response:

November**, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case #[redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated November ** 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 product she received from an Etsy seller (the “Seller”) did not fit properly. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy. 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.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’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 created an online store with Etsy and they have suspended it after it was starting to become successful saying there were items listed but not saying which items that violated their so called agreement and they have other stores advertising the same products. They will not credit my card and they won't tell me what items they have a problem with. They keep charging my card and they are costing me money by not having my store up. I requested to talk with a supervisor and they will not respond.Desired Settlement: I want my store to be operating and I want a credit for the items they claim to have a problem with as other stores are operating with items like what are in my store.

Business

Response:

Review: I purchased a louie vuitton pocket book from a merchant on the Etsy website. [redacted] of [redacted]. I returned the pocketbook because I was dissatisfied with the condition of the bag. I continued to contact the merchant for a refund who at first refuse to refund my $349.99. I open a case with the Etsy company after a few days their decision was that the merchant refund me my money. The merchant has sent a email that my money will be refund back to my card friday up to now I see no refund nor have I heard anything from this company concerning my 349.99.Desired Settlement: all I want is my money back from the merchant or the Etsy company as to keep their word in assuring my refund. My contact in this case was [redacted].

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,

Etsy is [redacted]. There was a charge on my credit card not authorized by myself and when I contacted Etsy regarding it they refused to disclose the order information to me because I was not the account holder. I explained to them that of course I am not the account holder that is why I am calling to see what the unauthorized charge THAT I DID NOT PLACE is on my credit card. They refused to release the information to me stating they can only email the person who ordered it to email me the receipt due to their privacy laws. This makes absolutely no sense. Esty is saying if someone YOU DON'T KNOW placed and order using your credit card your screwed and have to rely on the good faith of the person who stole your information to forward you what they charged on your credit card. ESTY IS COMPLETELY UNLAWFUL. they need to be taken down.

I bought a necklace on Etsy. There was no way to contact the owner when I realized that Etsy had automatically used my billing as my shipping address. Finally, when the owner called to let me know that my order had returned, I gave her the correct shipping address. I never got my order. I sent a complaint to Etsy 6 months ago and Etsy has never replied. I will go to my bank and have them dispute this order, but I am disappointed in Etsy. I will never use this website again.

Review: Basically, I ordered a wallet from a vendor on Etsy and I never received it. I notified the vendor, [redacted] on Etsy and they said they would send out another. Apparently, they are located in [redacted]. They supposedly sent out another and I never received it. I told them that I never received it and you could see on the tracking information that it was never really delivered. However, on the Etsy website, it said it was delivered. It was not. The vendor asked me to check with my local post office and I went down and they had no knowledge of any such package for me. I have been receiving MULTIPLE packages on a weekly basis from other online purchases.

My main issue with Etsy is that due to the fact that 60 days have passed since I first put the order in, I am not allowed to open a dispute with them or even leave a review for this vendor. The reason I waited so long was out of politeness - I wanted to give them time to reply to me and defend themselves before I left them a dissatisfied review. However, my kindness ended up hurting me because now I can't leave a review nor file a dispute with them. I called them and they said to speak with [redacted]. I will probably do that, but this is inexcusable and I think people should be aware of this when ordering on Etsy. Their policy needs revision. I will definitely patronizing their website and will share this with all my friends.Desired Settlement: I would actually love a refund, since I paid for something that I never received, but more importantly, I would like to be able to leave a review for this seller. This is irresponsible for them not to allow me to leave a review.

Business

Response:

November **, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated November **, 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. The Customer also states she would like to leave a review for the Seller.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.According to the [redacted] tracking information provided by the Seller, notice of delivery was left for the Customer on September **. We recommend that the Customer contact the [redacted] for more information about the status of this delivery. According to our records, the Customer did not open a case on Etsy for this transaction within the 60-day eligibility window. As a venue, Etsy is not directly involved in the transaction, and we are unfortunately unable to fully mediate between the Customer and the Seller outside of our dispute system.I also see that the option to leave a review has expired. In order to keep reviews accurate and timely, the review system is designed so that when the option to leave a review expires, it can not be reinstated.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 their 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, [redacted]Etsy, Inc.

Review: my brother has an account with etsy and they took my bank account and paid his bill with no authorization to do so and are refusing to refund my money!Desired Settlement: all I want is a refund of the amount

Business

Response:

December **, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated December *, 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 “Complainant”) 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.” In the complaint, the Complainant claims that Etsy initiated a bill payment to her brother's Etsy account using her credit card information to make the payment without her authorization to do so.The credit card information on file was added by the shop owner, and not by Etsy. According to our records, the Complainant’s card was originally used by the family member on July *, 2014. Our records also indicate that Etsy notified the Complainant’s family member after the card he entered on file was declined several times. As Etsy had no indication that the use of this card was not authorized by the cardholder, the card was charged under the AutoBilling agreement outlined in Etsy’s billing policies. Etsy members are required to provide accurate account information, including billing information. By signing up for AutoBilling, the Complainant’s family member agreed to these charges.Because these payments were processed in compliance with our billing policy, we are unable to refund the charges. The Complainant may consider contacting her bank, or the appropriate authorities, about this matter. To avoid further unauthorized charges of this nature, the Complainant may also consider reaching out to the family member that used this card without permission from the Complainant.We’re sorry to hear that the Complainant experienced this issue with her family member and hope she can resolve it with him directly. Etsy’s Terms of Use 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.” Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: I recently signed up for an account for Etsy due to a lot of positive things I had heard from many people including my daughter. I also own a boutique and wanted to open a shop to sell my items. I recently logged into my account and received a message that account privileges had been suspended due to a previous shop. I have never opened a shop or had any previous shops. The Etsy customer service is horrible. You are not able to speak with anyone, they offer no support, and just decide to suspend an account with really no reason at all. My daughter had a shop and they did the same to her, but I thought I would give it a try to see if I could sell some items and my daughter was helping me because I am not good with the computer technical aspect and am super busy. I beleive this is a defamation of character and discrimintory. Etsy has made feel as if I am a terrible person and has defamated my name by suspending my account with no warning or real reason.Desired Settlement: I want my account reinstated immediately.

Business

Response:

December*, 2014 To: The Revdex.com [redacted] Via Email: [redacted] Re: Case #[redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the Complaint filed 11/**/14 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up their own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer is a seller on the Etsy site and as such agreed to Etsy’s Terms of use.’’ In the Complaint, the Customer states that Etsy closed her account. The Customer requests to have her account on Etsy re-instated. Etsy’s Terms of Use state, “Etsy may act expeditiously to respond to a proper notice [of intellectual property infringement by (1) removing or disabling access to material claimed to be subject of infringing activity; and (2) removing and discontinuing service to repeat offenders.” ([redacted]). Our Terms also state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time,” and "Etsy reserves the right to suspend and/or terminate a person's account or any accounts held by that person by virtue of association, including all usernames under which that person operates on Etsy." Our records indicate that the Customer was involved in the operation of another Etsy shop. Etsy received multiple notices of intellectual property infringement regarding the other account that indicated that material in the Customer’s Etsy shop was infringing on certain intellectual property rights. Each time we were contacted, we removed the allegedly offending material and contacted the Customer. We indicated to the Customer that receipt of repeat notices of infringement may result in account termination. After a receipt of further notices of infringement, we made the decision to revoke the Customer’s selling privileges. We understand the effect this may have on the Customer, however we must ensure the integrity of the marketplace. When we revoked the Customer’s selling privileges, we explained that if she opened another shop on Etsy will result in a permanent refusal of service. The Customer opened another shop in violation of Etsy’s Terms of Use. As a result, Etsy refused service to the Customer permanently on all accounts. As a result of the receipt of repeat notices about the Customer’s account and violation of Etsy’s Terms of Use, we decided to refuse service to the Customer. Etsy considers this matter closed at this time, and the decision is final. If the Customer has any questions she may wish to contact [redacted]. Sincerely, Etsy, Inc.

Review: I was cheated out of 680 dollars on etsy.com. I bought an engagement ring on an installment plan from a seller by the name of [redacted]. I made 3 payments to the sum of 680 for a 1000 dollar ring. I contacted the seller and she gave me a payment extension to pay the ring off. Etsy only covers purchases made within the last 60 days so after 60 days [redacted] took my 680 dollars and relisted the ring without so much as contacting me. When I contacted etsy they told me they could not help. This is terrible business practices and if you are going to allow layaway style payment plans then you need to adjust your terms and policies to protect the buyer.Desired Settlement: I either want to be able to finish paying off the ring to a total of 320 dollar or I want to be refunded the 680 dollars that was stollen from me by a seller on their site.

Business

Response:

December*, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case #[redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated November ** 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 product he ordered from an Etsy seller (the “Seller”) was not delivered or refunded due to insufficient layaway payments. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy. I see that the Customer did not open a case on Etsy for any of these transactions. 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 these transactions has expired.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’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 purchased a necklace which broke the first time I wore it from [redacted] which advertises on Etsy. The jewelry maker said that Etsy did not allow refunds, so she said that she would send an envelop to get the necklace and repair it. Well, I emailed her and emailed her when the envelop did not come. Then I decided to check Etsy site, and they do authorize refunds. Well, my time is up. I cannot ask for one since I'm past their D-date, but the [redacted] of [redacted] lied and now I am stuck with a broken necklace which is junk. Etsy said they will take down my review which when I got the necklace out of the box I loved it, until I wore it. Etsy will take down the 5 star rating but won't allow me to place a 1. I will never buy anything from Etsy. I will never buy anything from [redacted], and I will let everyone know this.Desired Settlement: I want the right to be able to leave a 1 review and slam this necklace. I want a full refund of $55.00. If anyone wants the necklace back they can pay for shipping to get it. I will be happy to send pictures of the piece of junk, as it is in three pieces. The loops are too big which causes it not to stay together. I am not hard on jewlry. This is crap!!!!!!

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 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 product she received from an Etsy seller (the “Seller”) was not as described. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.

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, as previously advised by an Etsy Administrator, the 60 day window to open a dispute for this order has expired.

The Customer has also stated that they wish to edit their previous review for the item. Unfortunately, the ability to edit a review expires 60 business days after the estimated delivery date. Per the Customer’s request, we have removed the original review for this order. We are unable to allow a new review to be left.

In the event the Customer has any further questions about Etsy’s dispute or review systems, they 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,

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:

[Your Answer Here]

I cannot submit an open request to get my money back when the vendor already said she would repair necklace months ago, but has not. Instead, here is the response from [redacted]:

[redacted] proceeded to email two other times, and her emails continue to get worse. I never responded to the above email or the other two she sent which were threatening.

I never harassed her. I've emailed her three times asking when she will repair the necklace as she originally agreed to free of charge. This has not happened over several months, and now I'm too late for Etsy to help with anything. Very convenient. No, I am not happy. Etsy is trying to say they don't have any responsibility in this matter, so apparently they will allow anyone to sell items on their site. I no longer want the necklace repaired but I want it refunded. I don't care that I went over the amount of time allotted by Etsy. I have tried from the moment go to get this resolved with [redacted], and from the above comments you can read how well this is going.

Marketing states that people who are satisfied often don't tell anyone, but consumers who are dissatisfied tell 15 people. I am not happy at all how this is playing out.

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

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:

My timing must be off. I sat down to send photos today and respond, but I keep missing your timeframe. Here is the photo. I wrote the original review when I got the necklace out of the box. It looked stunning. After I wore the necklace once it fell apart. I've attached a photo. Kind of junk when it fell apart in many spots after one wearing, and I am not hard on jewelry, etc. I have cheap junk jewelry that I've had for 20+ years in better condition then this necklace. I have been dealing with the artist for several months. She said she would repair it, and it is not repaired, still. Now she is rude and will not take my calls. I can take it somewhere local, but that is not the point. Neither is I can't leave a new review or get a refund. I feel Etsy has horrible customer service policy when they don't want to budge on anything. Therefore, neither do I. Please, keep my complaint up. It will not be resolved when all Etsy says it is hands are tied. Not good enough.

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

Sincerely,

Business

Response:

November **, 2014 [redacted]

[redacted]

[redacted]Re: Case #[redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to 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 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 rejection, the Customer states that the necklace she received from an Etsy seller (the “Seller”) was not of the quality she was expecting. The Customer also states that the Seller has been unwilling to uphold a repair agreement.We’re sorry that the Customer is unhappy with her purchase. However, Etsy cannot mediate disputes based on the overall quality of an order received. Had the Customer opened a case within the eligible timeframe, Etsy Administrators might have been able to determine whether the necklace was not as described based on detailed differences between what was received by the Customer as compared to what was listed by the Seller.Once again, the Customer did not open a case within the 60-day timeframe. The option to open a case cannot be reinstated after the ability to file expires. Because Etsy is a venue, it is up to the Seller to decide whether further contact with the Customer is appropriate. In accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. For this reason, Etsy is unable to intervene in this matter or refund this order on the Seller’s behalf. 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]Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Review: Etsy choose not to reach out to seller of the product I purchased, since I didn't receive product.

I had to return product to seller, seller had product at her post office for 10 days, then shipped it back - unfortunately it went to Chicago, not St. Louis. The seller no longer is talking to me. All I want is either my product I bought, refund, or something at similar cost.

Business

Response:

[redacted]

Dear Mediator:

This letter sets

forth Etsy’s position regarding the complaint filed July [redacted], 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. Individuals may

open up their own shop on Etsy to sell unique goods. To use the site, each

individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer was a buyer

on the Etsy site and as such agreed to Etsy’s Terms of use.’’

In the complaint the Customer indicates that he

did not receive an item from a seller using Etsy’s platform and requests a

refund for an item purchased from them.

Etsy’s Terms of Use, to which the

Customer agreed, state “[s]hould you have a dispute with one or more users, or

an outside party, you release Etsy … from any and all claims, demands and

damages … of every kind and nature … arising out of or in any way connected

with such disputes.”

Buyers on Etsy may file a case in order to

resolve disputes such as these ([redacted]).

Our records indicate that the Customer did not file a case using Etsy’s case

system, and the date to file a case has expired. Our records also indicate that the Customer

chose to send the package back to the seller without a previous agreement with

the seller. Had the Customer reached out to Etsy or

the seller we may have been able to assist him in this return.

It is unfortunate that the Customer did not

have a satisfactory experience in this circumstance. These situations are unfortunate, but rare. Most transactions

on Etsy are completed without incident.

Please also note that the item the customer

purchased was from the Etsy user ‘[redacted]’ who operates a shop on Etsy.

‘[redacted]’ is not an

Etsy employee. 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.

If you have any questions please 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:

[Your Answer Here]

I appreciate etsy's attempt in answering the complaint - however they had an opportunity to facilitate a resolution with [redacted] and they choose not to. Since etsy manages the site where transactions occur, they should bear some of the responsibility of this transaction. However, I'd rather make a report with Revdex.com on [redacted], but I could not locate that business. If [redacted] is registered with the Revdex.com, please let me know how to report this company.

How is it reasonable that the seller has been paid for an item, and I have nothing? The reasonable response would be something in the form of a refund, the frame, or something that is similar to the frame.

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

Sincerely,

Business

Response:

[redacted]

Review: I ordered a product from an Etsy seller "SunnyBeginnings" on April [redacted], 2013. After the initial thank you for your order from the seller on April [redacted], I thanked her the same day. In the two months that followed I could not get a response from her. I wrote on May [redacted], May [redacted] and June [redacted]. The seller, who goes by the name [redacted] (in her Etsy messages) finally responded on June [redacted] with this: "Hi [redacted], want to apologize! I am so sorry for everything! What happened was that there was another person who sent me a message about a letter on the same day as you originally had about the order. I got mixed up thinking that she was you. She ended up not paying for her letter, so I didn't make it. I haven't been on my etsy site for a while, so I didn't see all of your messages until now. I am SO sorry for the mix up! That is completely my fault! I refunded your money through PayPal, and will make your letter ASAP! Thank you so much for your patience! ~ [redacted]" I can only assume in hindsight that this seller was quite familiar with what I, as a buyer, only became familiar with recently. I can see now that in June, at about the 60 day mark, she had responded not to resolve the issue but to string me along just long enough that I'd be unable to receive a refund. Etsy, a marketplace for custom made goods, places a 75 day limitation on the ability to open a case. And, Paypal, Etsy's primary method of payment for many sellers, has an even shorter 45 day limit on filing a dispute. While 75 and 45 days may seem reasonable for retail sales transactions (in an age when 90 days is offered by many retailers) both companies have created policies that are not only less than what most retail chains offer for refunds, but completely incompatible with custom made goods and services. It is, as I can see now, quite easy for a buyer to be strung along with promises just long enough for a seller to avoid all financial responsibility hidden behind the policies of Etsy and Paypal. Feedback, which is all but useless, becomes a buyer's only recourse.Desired Settlement: A refund of the $25.00 for the undelivered product either from Etsy or from Etsy's seller SunnyBeginnings (transaction ID [redacted]) and, Etsy should move to investigate this seller and remove her from its site if this isn't her first infraction.

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 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 indicates that they ordered from “Etsy seller ‘SunnyBeginnings.’” SunnyBeginnings 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.

Etsy’s policies state “If no ships-by date was specified using the tools provided by Etsy, the buyer may report the problem no sooner than 7 days and no later than 75 days after the transaction date.” The Customer placed this order on April **, 2013. The order did not specify a ships-by date, so a transaction could be filed no later than 75 days from the transaction date. Therefore, the latest a dispute could be filed was June **, 2013. Our records indicate that the Customer did not contact Etsy Trust and Safety until July **, 2013, well after the time to file a dispute had expired.

We are sorry that the Customer did not have a positive experience with this Etsy seller. We will note this matter in the seller’s account, and investigate their practices. Unfortunately, we cannot reinstate the ability to file a non-delivery case once it has expired.

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:

Review: I purchased an item from a seller on Etsy. The item was a made to order coffee table. I selected the options that rendered me a coffee table with no legs, that opened and had storage, and that came with spacers and a plexi glass top. When the first month past I wasn't alarmed as the seller's site mentioned that it took nearly 3 or 4 weeks to assemble. By the time it was getting into the second month I tried to cancel verbally with the seller but was lied to and told that there was storm and then that my item had been sent and returned back to him already. I told him to keep it, but then he said that the item had already been shipped out to me again. A few days later the table arrived and was nothing like described. It didn't open so there was no storage. It came without the spacers or a plexi glass top. It is literally a painted wooden box with unattached legs. All for $250. I immediately contacted the seller and told them that I'd like to return my item. 1 week passed without response. I attempted to file a claim on etsy but they said that I can't have an item for 60 days and then file a claim. I had only had my unfortunate coffee table for a week and have records of me attempted prior to that to cancel the transaction. I contacted Etsy's support team and they said; "I'm very sorry to hear of the trouble you've experienced with the table you purchased from [redacted]. I'm also sorry to inform you that this seller no longer qualifies to sell on Etsy, and will not be returning to the site. After checking your account, I see that unfortunately -- as you already know -- the option to open a case for this order on Etsy has expired. Once case eligibility has expired, it can't be reinstated." In short, although the seller was non-compliant with Etsy's rules, I'm left to suffer. I was ripped off, sent a sub par item that wasn't at all what I ordered, and instead of etsy taking my item and reimbursing me, I received an apology.Desired Settlement: I paid with a credit card that I have since cancelled, but I would like my new credit card to be credited back the full amount I paid for the table. I am willing to send the table back to where ever it needs to go. It is not acceptable to lose $250 on a badly painted non functioning wooden box.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated June **, 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 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 quality of the product he received from an Etsy seller (the “Seller”) was not as described. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.

The Customer also noted that when contacting our Trust team, that they were informed that the 60 day window to file a dispute had passed. However, the Customer was also advised that we would conduct an inquiry with the Seller as a courtesy.

In the event the Customer has any questions about the inquiry in progress, they 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,

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:

[Your Answer Here]

I tried to get back my money before the allotted 60 days past from the seller. At the time I had never even received my item. When I did receive a item - - not at all what I ordered, I had only had the item a few minutes before I contacted the seller to complain about what I had been sent. Because the seller was known to take their time in responding I waited a few more days before attempting to go over the seller's head and take more drastic action. However, the seller never communicated with me. When I tried to call upon Etsy to hold their seller responsible they were most unhelpful. They said that they were not responsible for a seller who's shop was hosted on their website. They have since canceled his right to host a shop on Etsy, but they have taken to further action to resolve my issue; I paid $250 for an item that I never received via their website. I want my money back. I am attaching images to substantiate my claims. I never received an opening table, with a plexi glass tops, nor did I receive any spacers. I acted as quickly as could be expected considering I complained the very evening I finally received my item after nearly 2 months of inquiry and conversation. Moreover, I received the item after I had already tried to cancel the procedure. Unfortunately, I was lied to by the seller several times and now I'm stuck with a $250 wooden box I never ordered. I want Etsy to take responsibility for the shop that they hosted on their website. I want my money back. They need to bill the seller.

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

Sincerely,

Business

Response:

Review: On February **, 2014, [redacted] from Etsy Integrity Team wrote to me in an email:

To clarify, your transaction fees will be refunded if you cancel the orders. However, the listing fees will still be charged to your bill.

Regards,

Etsy Marketplace Integrity [redacted] Etsy owes me transaction fees credits (current amount of $93.74) which they have not refunded back to my credit card ending in [redacted] ( the card they originally charged for these fees). I have incurred finances charges on this amount because they have failed to process a refund on time, like I was promised. Additionally, when emailing the company on 3 attempts about this issue, they have not responded to any of my emails and continue to hold my money.Desired Settlement: A refund of money owed to me. In addition I would like an apology from the company for the trouble they caused me and for disregarding all my emails. This is really unprofessional from a company of their magnitude.

Business

Response:

Review: An item was not as described

Case #[redacted] — Opened on January *, 2016

This case was resolved on January **, 2016.

This case was closed by Etsy Trust and Safety. Please see the Case Conversation below for details. If you have any questions, contact Trust and Safety.

Your ideal resolution is a refund.

Band is not the same as pictured. Band received is only white. Purchased band was to be red, black and white as pictured in the ad.Desired Settlement: The dispute never involved failure to deliver. Dispute was to explain that product DELIVERED was NOT was ordered.

[redacted]January **, 2016

Hello, this is Danielle from Etsy’s Trust & Safety team. Thanks for updating the case log.

I've reviewed this case and concluded that this order does not qualify as significantly not as described.

We're unable to intervene in this case and force a resolution. For this reason, we are closing this case.

More information about Etsy's case system can be found here: [redacted]

Thank you for your patience with this process, and I'm very sorry there isn't more we can do to help.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 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 he ordered a watch from a seller on Etsy (the “Seller”) and that the band of the watch he received was not as the Seller depicted in the listing he purchased from.To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.com. Transactions on Etsy occur directly between a buyer and a seller.Our records indicate that the Customer opened Not as Described Case on Etsy for this watch order on January 7, 2016. To clarify, although Etsy is not directly involved in a transaction between members, Etsy may be able to assist members in some situations by mediating either a Non-Delivery or Not-as-Described case in the Etsy case system. After thorough investigation by an Etsy Administrator, the Customer’s case was closed on January 19 as it was determined that the watch the Customer received did not qualify as “not as described.” The Customer may note that, although one of the photographs provided in the listing the Customer purchased from depicts a “3 color” band, the Customer had selected the singular color “white” option when placing his order. All options were available for selection at the time the Customer made their purchase, and these options were explained in the additional photographs and listing description included by the Seller. As such, we are unable to reconsider the determination made in this case and are can not hold the Seller responsible for providing a refund or replacement at this time. While we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation. The Customer was advised to continue pursuing a resolution with the Seller directly, though may be also note that it’s up to each seller on Etsy to decide how to resolve these kinds of disputes. We are 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 has any further questions about this matter, they may contact our Trust team for more information at [redacted].Etsy considers this matter closed at this time. If you have any questions, please contact [redacted]. Sincerely,CarlyEtsy, Inc.

Review: I ordered a costume from an etsy user only finding out it was a scam and the costume will not be delivered to me. Not only that, etsy fails to assist me now that the seller refuses to answer my messages, only replying with an automated e-mail every time I send one. They also do not provide customer service through the phone. This seller has received many complaints, and still etsy has kept them on the site, which I find to be absolutely ridiculous. I would just like a full refund of my $80.60, which included the costume and shipping charges. I would also like to have etsy remove the seller from the website immediatly.Desired Settlement: I would like my $80.60 refunded to my card used for the purchase, and for the seller to be removed from the website.

Business

Response:

[redacted]

Dear

Mediator:

This letter

sets forth Etsy’s position regarding the complaint dated October **, 2013

against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], 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 indicates that they ordered from “an Etsy user” My research indicates that this seller’s name

is “[redacted].” [redacted] 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

also indicates that the Customer has emailed Etsy’s Trust and Safety team

regarding this issue. The Trust and

Safety team has responded to the Customer’s emails, and explained that if the

Customer did not receive an item she ordered she should file a Non-Delivery

case. A Non-Delivery case is a formal

way for Etsy to mediate these types of disputes between buyers and

sellers. Currently, the Customer has

declined to file a Non-Delivery case.

Etsy is unable to intervene further, or assist in issuing a refund,

unless the Customer files a case.

Finally,

please note that the seller that the Customer made this purchase from is not

currently active on Etsy.

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:

I fail to understand how your policy makes any sense being that the seller fails to reply to me and has no contact information for me to contact them directly if not through your website. Like similar online marketing websites, "store owners" or users must also comply with a set of rules based upon the law, and obviously promising to deliver something and taking money and not complying with the service promised is illegal. I payed $80.00 for something which will never be delivered to me, I have no way to contact the seller because they do not respond and I am an individual who is aware of my rights will not let this remain this way. I will receive a full refund, with no questions asked. Now the only thing I can say if wether I will be assisted by etsy in doing so, or if etsy will have to take responsibility for it's irresponsible policies. I hope I have been understood.

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

Sincerely,

Review: I ordered a bracelet from a store on Etsy named [redacted] . On June [redacted] I paid for a bracelet and expedited the shipping, paid more in shipping fees to have the bracelet by the weekend. I did not get the bracelet until June [redacted] and the bracelet was not what I ordered. It was a cheap looking mess. Needless to say I contact the shop and explained my unhappiness. I was told to simply mail the bracelet back (at my expense) and I would receive a refund. No one mentioned that I had to send it back within 30 days. I work full time and have kids and it's impossible to make it to the post office by 4 pm when them close! Moving on, I mailed the bracelet back and had to basically stalk the store about my refund, only to be told NO, it was too late! So now I'm out of $ and the item! I went to Etsy regarding this matter and I was told I didn't return it in time, so basically my loss!

Jun **, 2014

Hello. I received the bracelet today and while I appreciate your willingness to help and expedite my order this bracelet is a mess. The coin is all scratched and tarnished on the back. The length is so long it can slide off my wrist without even un doing it. I am so frustrated and disappointed with this whole purchase

Jun **, 2014

I will refund your purchase in full as soon as you mail it back to me and I receive it. I suggest sending it with the tracking information to ensure you get your money back. My address is: [redacted] Thank you.

Jul **, 2014

Hello- has the refund been processed yet?

Jul **, 2014

Hi [redacted]! How are you? The refund will be processed when my bookkeeper comes on Thursday. I hope all is well! Thanks so much and have a great day!

Aug **, 2014

hows the refund coming along?

Aug **, 2014

hows the refund coming along?

Sep *, 2014

Hello- I am serious, please when will you be refunding me?

Sep *, 2014

Hi [redacted]!

My bookkeeper is having trouble issuing you a refund for the following reasons:

a. We don't offer refunds customized orders.

b. If we were to make an exception, the item would need to be returned within 7 days per our return policy.

c. There is no way to cancel an order through Etsy OR issue a refund through [redacted] once it's been 60 days from the original purchase.

It seems that even though I offered to make an exception and give you a refund, it took you almost 6 weeks to send it back. Nowhere close to the 7 days like our policies state. For all these reasons, I can not give you a refund and I have mailed back your bracelet - the charm is now on the clasp.

I wish you would have sent it to me when I asked you to so that my bookkeeper could process a refund but unless I write you personal check which I'm unwilling to do, there is no way your money can be refunded on an order that happened 90 days ago.

Sorry, [redacted]! I wish I could help you!

Sep *, 2014

For weeks I've messages you and no response. Now you say you can't refund me the money and I'm stuck with a bracelet that is not to my liking. Great. Wow etsy sure is great. Glad you found all the reasons not to refund my money.

Sep *, 2014

For weeks I've messages you and no response. Now you say you can't refund me the money and I'm stuck with a bracelet that is not to my liking. Great. Wow etsy sure is great. Glad you found all the reasons not to refund my money.

Sep ** 2014

The problem was that you waited 6 weeks to return the bracelet.

Sep *, 2014

And the reason I took a week to respond was because I was trying to find a way to help you and was waiting for [redacted] to respond to me.

Sep **, 2014

when will the bracelet be returned?

Sep **, 2014

Hello. Any update on the bracelet

Sep **, 2014

Hello. Any update on the bracelet

Oct *, 2014

On 9/* you said the bracelet was mailed. I never received it. Seriously this has been the worst etsy experience I've ever had! I am out the money and I don't even have the bracelet!Desired Settlement: $46

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 the purchase she made from a Seller on Etsy (the “Seller”) was returned, but that she has not yet been refunded.

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, as the Customer has been advised by an Etsy Administrator, 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]).

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], I do not find this to be satisfying.

Sincerely,

Review: Etsy took my money to open a online store I spent a lot of time listed over 50 items and paid fees for each one. A customer wanted to buy outside the terms I keep to the terms and the abusive buyer threaten to report me that I did not file guide lines I had all documentation of this not even a week later an employee sends me these outrageous emails about contacting manufacture in another country to prove that my items are 20 years old . They took my money they are ruining my online reputation and cost me thousands this site was included in my marketing plan. They have blocked my store and have taken my money and acting as if I were out of business when I am not. They also have over 1000 listing selling exactly what I am selling they are discriminating against me.Desired Settlement: Money that this has cost me plus the time to go after them for there bad behavior and discriminating . I lost 100 per day and the growth of my online business. [redacted] should be removed from her job

Business

Response: