Etsy, Inc.

Review: On June [redacted] I ordered an adult Minion croched hat. I received an email from [redacted] stating "Thank you for your order. I will begin working on your order within 24 hours. Please allow 2 days for completion and 3-5 days for shipping. " I have contacted this company by email twice with no response. As of today 7/**/14 I still haven't received the item or a response to my email.Desired Settlement: Preferred outcome would be receipt of the order. If not that a refund of the money.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 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 that they have not received communication from 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.

I see according to our records that the Customer received communication from the Seller on July **, 2014 and this concern appears to have been resolved. In the event the Customer requires further assistance or needs to file a dispute, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.

We’re sorry to hear that the Customer was concerned by this 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: I ordered 45 Record sleeves, the money was taken from my bank on 04/**/20014. After contacting Etsy.com they

found the order and said it had been shipped on the date of 04/**/2014... I did not get the order..

I have no way of contacting the seller.. A non-working phone # was given on my bank statement..

and all the e-mails I have sent the company they tell me to contact the seller.. There is no order information

on my site page... I have ask Etsy to contact them for me, but they kept telling me to contact the seller.. Please help if you can!Desired Settlement: to get my money back or send the 45 record sleeves which was ordered

Business

Response:

Review: I purchased a necklace from Lola Rose Boutiques off of the Etsy website on January [redacted]. The business says that the order shipped on February [redacted], but nothing has happened with the package. I have contacted the United States Postal Service and they have noted that I have called, and they have the tracking number with nothing happening with the package. The business was very rude in responding, and said that all orders have shipped. They have debited my back account, and I still have received nothing from them. They do not respond to my emails other than an automated email that says there has been a family illness, and also now they are on vacation.Desired Settlement: I would like the necklace and bracelet I ordered, or a return of my money. I also think an apology from the company would be nice because this was a gift for my niece who turned 1 on the [redacted] of February. I ended up having to get her something else because I was sure that the necklace and bracelet would be here, but after a month it has not come in.

Business

Response:

Review: I ordered a product from [redacted] shop from [redacted], and I have never received my product. The seller also berated me on Etsy and called me unprofessional. I tried contacting Etsy for help, but they stated that there was "nothing they can do." This is a business, there should be something they can do for me. But no one has been any help, and I still have no product.Desired Settlement: I want a refund.

Business

Response:

May **, 2015 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated May **, 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 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 a purchase 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 purchased an item from the Seller on April **. On April **, the Seller indicated that the item was shipped to the address provided by the Customer on the Etsy receipt. The tracking information provided by the Seller indicates that the package was available for pickup in the Customer’s location as of May **.Etsy does not hold sellers responsible for shipping delays or errors, as long as they are able to prove that they shipped the item to the address on the Etsy receipt. Some sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy.As the Seller has submitted tracking information, the Customer may wish to contact the Seller and the shipping service for information about claiming the package, or opening a claim for a missing package.In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]). We are sorry to hear that the Customer had a negative experience with the 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 [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: I ordered a clay figure from their website for my child. Its been several weeks. I canotacted the company that took my money and while they are sorry they say I have to talk to the manufacturer - I did not oder from the manufacturer I ordered from them. I want my refund back or a credit issued to my credit card!Desired Settlement: Refund or credit issued to my credit card

Business

Response:

April **, 2015 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated April **, 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 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 they 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 that as of today’s date, April **, the Customer has not opened a case on Etsy. According to our records, the Customer was eligible to open a case on Etsy for this transaction as of March **, 2015, and will be eligible until May **, 2015. 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. In the event the Customer requires additional assistance with opening a case, we would encourage them to reach out to our Trust team directly ([redacted]) from the email address associated with their account. We are 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 [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: I ordered a ring from a vendor on Etsy.com called FloralModelling that was advertised to be made out of cold porcelain. I started wearing the ring and had a severe allergic reaction to the material used which is actually cheap polymer clay. I spent 6 hours in the Emergency Room and had to be on antibiotics for two weeks because of the reaction that I had on my hand, face and eye. Etsy.com did not address the issue stating I should settle the incident with the vendor directly. Etsy.com locked me out of my account and I still have over $200.00 in merchandise still pending delivery. I can not access my account, track my packages or even log on anymore nor do I have any idea what the process is to getting my money back as all the items were ordered January **,2015 and still have not arrived. I have receipts for all my purchases if needed.Desired Settlement: I would like all my items delivered by a mutually determined date. Any order not received by this date, I would like a full refund for the full price of the product including the cost of delivery.

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 further state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” 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 appear to match the seller’s listing description. 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. According to our records, the Customer opened a case on January *, 2015. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns. On January **, the Etsy Administrator mediating the case determined that the item was damaged within the Customer's possession. Because the item could not be returned to the Seller in its original condition, Etsy was unable to further intervene and the case was closed.In the complaint, the Customer further claims that she no longer has access to her account and wishes to track her orders. Due to various policy violations, Etsy elected to close the Customer’s account. Etsy is unable to reconsider this decision.On January **, the Customer was provided with tracking information for each pending order, as well as contact information for the sellers from whom she ordered. This contact information is also available in the Etsy receipts that the Customer received via email when she made the purchases. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I have been trying for Months!! to ge them to answer some operating questions and to show me how they came to the amount they say I owe them on my bill. It is impossible to get them to answer any questions without them passing the buck and then no one ever gets back to you. After I thought I finally got someone who was going to answer my questions I sent them an email on Nov. [redacted] and have still not heard back. They have to have THE WORST support system on the entire internet. Now they still have not answered questions about my bill and they have suspended my account so I can't make any more sales!!!! Judging by the amount of complaints they have they should be shut down or seriously investigated! If this is the way they do business I am sure the [redacted] would love to go through their books!! They say they back up their sellers and because they have not answered my emails for help with clients I have lost $185.00Desired Settlement: I have no intentions of paying their bill until I get a break down showing what the charges are and I want my $185.00 back!!

Business

Response:

December **, 2014 To: The Revdex.com 30 East 33rd Street – 12th Floor New York, NY 10016Via 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 “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.” In the complaint, the Customer claims that he has questions about the charges on his Etsy bill, and that his account was suspended due to these charges.According to our records, the Customer has made several attempts to contact Etsy through email. Although various Etsy Administrators responded to these emails, it appeared that some of the replies were not being delivered to the Customer. It was determined that the most effective method of communication would be directly through Etsy’s messaging system, Conversations. I see that the Customer received a Conversation from an Etsy Administrator on December ** with instructions for how to view an itemized breakdown of his bill, including all fees incurred and payments made. Once the Customer’s total outstanding balance is paid, his account will be automatically reinstated.For more information about Etsy’s fees, the Customer can refer to our Fees Policy page: [redacted] In the event the Customer requires additional assistance with paying his bill, we would encourage them 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 this balance in his 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: Here's what they did: An automated payment scheduled for the first was not successful, because my bank changed names and had to reissue the credit card. Etsy sent me an email; they were going to suspend me if I didn't pay $2.60 on Nov *, 2013. But they have already taken away the button to print shipping labels, even though I made my first sale on Nov *, 2013. They have the nerve to tell us that they can not take the proceeds of the sale and cover the $2.60 balance, causing us to be suspended. We also don't see where the money for the purchase is.Desired Settlement: I want my suspension lifted and not have any restrictions. Also the "print shipping label" button should NOT be restricted ever!

Business

Response:



November **, 2013

[redacted] [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated November [redacted], 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, “If your card account on file with us is closed or the account number is changed, or if, for any reason, a charge is rejected by your card issuer, you must update your card information or supply a new card number, as appropriate, in your Etsy account. If your charge is refused by the issuer for any reason, you may be subject to penalties such as the suspension of privileges and/or termination. Your authorization applies to any successor or replacement card you provide.”

In the complaint, the Customer indicates, “my bank changed names and had to reissue the credit card”. My research shows that the Customer has an overdue bill which caused the Customer’s account to be frozen on November [redacted], 2013. Once the Customer pays this bill the account will be unfrozen and they will be able to purchase more shipping labels. The Customer must update the credit card on file to a valid credit card. This bill must be paid separately from the money made from any sales which the Customer may make.

Our records indicate that we have communicated this information to the Customer via email. If the Customer needs further clarification about this process, she should contact Etsy 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 will close my account and I'm dissatisfied and will discourage anyone from using the site. The timeline of this incident is totally unacceptable. The automated transaction was declined on the [redacted] through no fault of ours. We sold an item on the [redacted] and by then the print shipping label was already gone. And they have the nerve to say that we were suspended on the [redacted]. And as of right now they are still holding the proceeds of that sale.

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

Sincerely,

Review: I bought an item from Etsy seller [redacted]. When my item was not marked as shipped within the time window indicated on Etsy webpage, I contacted the seller. They led me on and off with various reasons for delays, kept promising to ship soon and expanded the shipping time window several times. In the end, my item was shipped 4-5 weeks later than original estimated shipping date. Because of this fact, seller promised a shipping refund of $40 (as recommended by Etsy in their seller guidelines). However, that refund was never delivered. I left an honest and balanced review of this transaction. Seller left a disingenuous response to my review. It contains verifiable lies, which can be easily documented by reading the buyer-seller communication that is viewable by Etsy customer service. When I asked Etsy.com to remove seller's deceitful response, they apologized and said nothing could be done.

While I am aware that some transactions might not go as smoothly as we all hope, this one is different. Seller promised a refund and they did not provide it. They claim they sent a check, but can't produce a tracking number nor are willing to submit a mail retrieval case with [redacted]. Instead they claim I am being abusive and asked me to stop communicating with them. I submitted a Revdex.com case with the seller already, but they failed to respond to the case, so it was closed by Revdex.com.

In the instances like this, it is customary by serious online selling websites to investigate the matter and provide a compensation for the buyer, if justified. I opened a non-delivery case at Etsy.com so they could look into this matter, but they closed my case when the item was delivered without making sure I was happy with my purchase or checking whether my refund was delivered or not. As this case and all seller's promises and communications are well documented, there is no reason why Etsy can't conduct their own investigation and provide a good will refund if the seller is found to be at fault.

Seller is claiming now, they have no legal obligation to deliver the shipping refund they already promised, but for me, it does make a difference. Item was delivered terribly late and I was actually already contemplating a return. After the seller promised a refund, I reconsidered, because with the refund, the total price was quite favorable. Unfortunately, the return window has closed before it became clear the refund would not be delivered. I paid the full price for the item and the shipping, yet the item was shipped terribly late - overall a very overpriced service.

I would like to ask Etsy.com to look into this case again. If the seller is not willing to fulfill their promise of a $40 refund, please, consider a good will refund.

And, in order to protect your future customers, please, remove seller's deceitful response to my review. I am not only an honest buyer, but I also took my time to warn other Etsy buyers and Etsy customer service of an unfair practice. Such comments should be valued by your customer service and not ignored.

Thanks again for considering this case.Desired Settlement: $40 shipping refund and the removal of seller's deceitful response to my review.

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 “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 received later than expected, and the Seller agreed to issue a partial refund. The Customer also states that the refund has not been received, and the review response left by the Seller contained false information. To clarify, the Seller is not an employee of Etsy, but rather a person who operates a shop on Etsy. According to our records, the Customer opened a case on September **. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns. The case was closed on October * when the Seller provided proof that the item was sent to the address on the Etsy receipt.We’re sorry to hear that the Customer has not received the refund from the Seller. Because Etsy is a venue made up of individual sellers who each run their own shops, sellers create their own policies and are responsible for their inventory and shipments. Currently, Etsy doesn't mediate this kind of refund agreement because each seller on Etsy decides their own refund policies. As a courtesy, we contacted the Seller on December ** and requested that they get in touch with the Customer. Although we cannot guarantee any sort of resolution as a result, it is our hope that the Seller will honor their refund agreement.I also see that the Seller responded to the Customer’s review on November *. After careful consideration, it was determined that this review response does not violate Etsy policies. Etsy does not investigate the validity of opinions or statements made in reviews or review responses. Etsy also does not mediate review disputes. However, if the Customer would like the original review removed, we would be happy to remove both the original review and the review response.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, [redacted]Etsy, Inc.

Review: I opened an Etsy.com site a few weeks ago and today without warning they closed my shop stating that I had violated their terms of service stating I violated their fee avoidance policy and non delivery policy. I just opened my shop and have just started processing orders and most are not scheduled to ship yet. I have never had any contact with Etsy or been told that I was doing something wrong. I also have never had a customer complaint. I have no clue what they mean and I emailed them right back and can not get an answer and There is no phone number listed where they can be reached. I have orders and clients I am working with and can no longer access their information which will harm my business. I have followed all of their rules and paid all of my invoices on time. They state that I have a related shop or account but, I do not and they did this without warning and I would like answers and my shop reactivated.Desired Settlement: I would like my shop reactivated.

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the Complaint dated June **, 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 Etsy Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” The Etsy DOs & DON’Ts state, “Members who do not comply with Etsy's policies may be subject to review, which can result in suspension of account privileges and/or termination. This includes all of your accounts by virtue of association. In other words, Etsy reserves the right to suspend the use of the site for a person and all username(s) he/she operates under.” (emphasis added).

The Customer Tammy [redacted] was an Etsy member and agreed with Etsy’s Terms of Use and other site policies. Per the Terms of Use and other site policy, Etsy refused service to the Customer due to a history of violations of Etsy site policy. Specifically, the Customer violated Etsy’s policies regarding fee avoidance, which can be found in both Etsy’s Do’s and Don’ts and Terms of Use, located at:

The Customer no longer qualifies to be an Etsy member in any account

Etsy considers the matter closed at this time.

Sincerely,

Etsy, Inc.

Review: My daughter and I both had Etsy stores. They are not associated in any way except that she has used my computer when she was here. Because of that, and because she is my daughter, they closed MY store to force her to pay overdue fees, less than $300. I have no control over what she does. I can't afford to pay her debts. She's 35. I'm 68 and depend on this business as supplemental income. I have stage [redacted] and am trying to avoid stress. I will not be able to buy groceries if I do not have this income. They refused to listen to reason and said it was in their policy that they can decide what "association" means and that my shop would stay closed until she resolved her issues with them. They gave me no warning and no explanation until I requested a phone call.Desired Settlement: Reopen my store and that they would realize they are hurting real people acting like bullies. An online search shows that this is a widespread problem.

Business

Response:

[redacted] [redacted]

[redacted]

[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's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” 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 her account was suspended due to overlapping information with another account. Our records show that because of policy violations, another Etsy account that the Customer holds was suspended. As a result, the accounts the Customer is referencing were suspended as well.

The Customer’s accounts were suspended for not resolving a non-delivery case and for an overdue balance in one or more related accounts. The Customer was contacted yesterday, October **, in regards to the action required to resolve these concerns.

We do not make the decision to suspend service without great consideration and are sorry for any inconvenience caused to the Customer. In the event the Customer has further questions about the actions required to reinstate their accounts, we would encourage them to reach out to our Trust team directly ([redacted]).

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:

[Your Answer Here]

The other 2 accounts are not mine as Etsy states. That statement is completely untrue and can be proven to be untrue. The only connection I have is a personal one with the [redacted]. I am a relative, and she has used my computer. The only way Etsy could have discovered what they call "overlapping connection" is by violating my online privacy. Regardless of their policy, they have violated FTC rules by harassing me, a third party, in order to collect a debt. They have also violated her privacy by sharing information with you that they did not have permission to divulge. I only gave permission for information about MY account to be shared. It may be true that they have the right to shut my shop down for no reason at all, which they have done, but they cannot write or interpret policy that violates federal law.

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

Sincerely,

Business

Response:

[redacted] [redacted]

[redacted]

[redacted]

[redacted] [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's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” 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 claims that due to overlapping information with another account, her account was suspended without violating our policies.

Our records show that because of policy violations in a related account, the account the Customer is referencing was suspended as well. Our Terms of Use state that: "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."

The violations in the related account have since been resolved, and the account the Customer is referencing was reinstated on October **.

The Customer also claimed that the determination that these accounts were related violated her privacy. The Customer may find the information Etsy has on file in our Privacy Policies, available at [redacted]

In order to protect the integrity of our internal processes, we cannot disclose more information at this time, but we do not make the decision to suspend an account without great consideration. In the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance.

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].

Sincerely,

Review: Placed an order from [redacted] on September [redacted]. Paid immediately via PayPal. Seller immediately accepted payment. Seller marked order as shipped September [redacted]. Later discovered it wasn't actually shipped until September [redacted]. Order was shipped to Charles City, IA, rather than Cedar Rapids, IA. Seller claims it wasn't actually shipped, was improperly marked as shipped on USPS.com, is being held at a sorting facility, and that USPS will reuse the tracking number. United States Postal Service confirmed that it was shipped Sept. [redacted] and was successfully delivered in Charles City, IA on Sept. [redacted], and that it was not being held at a sorting facility. Seller refuses to ship new product. It's been over three weeks and I still have yet to see the product I ordered.Desired Settlement: Seller must immediately fulfill the order at no additional cost to me.

Business

Response:

HORRIBLE I HAD AN UNFORTUNATE EXPERIENCE WITH BEATZWEAR BOUTIQUE SHE WAS AWFUL TO ME THREATENED ME CALLS ME NAMES INSULTS ME INSULTS ME AND ETSY REFUSES TO DO ANYTJING ABOUT IT. I WISH I HAD NEVER GIVEN THIS PERSON MY BUSINESS. SHE CANT SEEM TO READ INSTRUCTIONS ON A WORK ORDERR AND THEN REFUSES TO HELP SOMEONE RESOLVE AN ISSUE IN A PROFESSIONAL MANNER WITHOUT BEING RUDE TO THEM. SHE ACTS LIKE THE [redacted] ON SEINFELD. ETSY HAS DONE NOTHING TO FIX THE PROBLEM AT ALL AND DOESNT SEEM TO THINK SHE DID ANYTHING WRONG BY TALKING TO AND ABOUT ME THE WAY SHE HAS AND ALSO BY NOT READING WHAT I WRITE I WANTED!

Review: Order a item from web site 12/**/13 no communication ask for response of when item will be shippedDesired Settlement: communication of when item will be shipped if not full refund with the next 14 days ending 1/**/14

Business

Response:

Review: I have had a store on this website for three years of my art work and I hadn't been on the site in a while since I wasn't really making sales on there and found another website to sell my art work on. then shortly after renewing my products and paying for advertisement a total of $17 (which isn't a lot) I get an email stating that they are suspending my account because I have items that are not handmade last time I checked my artwork was handmade. personally I didn't even care since I didn't sell on there but the fact that they suspended me with no cause, didn't warn me at all, and when I asked for them to lift the suspension so I could at least buy on the site, they refused. and the fact that I just paid to renew and advertise my products. I had noticed there were items in my selling list that I had not listed and told them about it, since it was obvious my account had been hacked and instead of helping they closed my account and told me I couldn't even open another. this is not ethical buisnessDesired Settlement: I wish to get my money back from the charges of relisting my items and advertisement and then suddenly getting closed down right after being charged

Business

Response:

Review: I have had an etsy Web site for my daughter's art for over a year. My daughter died two years ago of [redacted] nd left a tremendous amount of art that I would like people to see and enjoy. The Web site worked well until about six weeks ago when there was no access to it because anyone trying to access it went to a Web site for a [redacted]. I have sent six e-mails on their Help site,written the CEO a letter,sent a copy of the letter by Fed-Ex and tried to fax the letter today. The fax is apparently jammed. I understand the phone is also not answered.Something is very wrong. The CEO is [redacted].I would greatly appreciate your help. My daughter's Web site is [redacted]Desired Settlement: I want people to have access to my daughter's etsy Web site and not be directed to [redacted].

Business

Response:

Review: I ordered a ring online through [redacted] located in San Diego, CA. In order to pay for the ring, I was instructed to us PayPal to complete the transaction. When the ring came, it was not at all what I had expected and because it was $400.00, I needed to return it a.s.a.p. I had a great deal of difficulty locating the return address but was instructed, after quite some difficulty, to send it to ETSY, [redacted]. I have the receipt from UPS showing the exact address that the ring was sent to. Because I had purchased this ring using PayPal, a payment was not required for the first six months as an incentive to be able to pay off the purchase interest free. This is why I had no idea that I still had a bill outstanding. I have reluctantly send a payment of $25.00 to my PayPal account until this can be resolved. I feel that this might be just a lack of communication but do not have the funds available to pay such a large amount for an item I do not have. Please advise as to what my next step will be. I hope that the vendor, [redacted] did receive the ring back but have to way to validate such.Desired Settlement: Hopefully this can be resolved between PayPal & the vendor as to where the merchandise is and why my PayPal account was not credited for this.

Business

Response:

Review: I went on the Etsy website looking for some costumed Timberland boots. I clicked on The [redacted] page, seller [redacted] and saw some boots I liked. I placed an order August [redacted] and I was told the shoes take 3-5 weeks to make and ship. The shoes were supposed to ship September [redacted]. On August [redacted] I asked [redacted] when I would receive a conformation email of my purchase. He said 3-5 weeks and if the wait was too long he would refund my money. I waited a week to contact the seller about an update. It's been six weeks and the website is now down and I have not received the product or refund. Recently I filed a Non-Delivery case and was told by the Etsy support team that it is between two parties, [redacted] and [redacted]. I again tried to contact [redacted] by email and still nothing. At this point I just want a refund.Desired Settlement: Refund

Business

Response:

[redacted] [redacted]

[redacted]

[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”) 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 has opened a case on Etsy for this transaction and been in contact with an Etsy Administrator as of October *, 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 issue a refund on the Seller’s behalf. When responding to the Customer on October *, we advised the Customer that a [redacted] claim would need to be submitted by October * in order to be eligible for [redacted]’s 45-day claim policy. We would now recommend that the Customer contact their bank or credit card issuer, to see whether they are able to obtain a refund.

In the event the Customer requires additional assistance with their case, 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 would like to file a complaint against etsy for unethical business practices/policies. I ordered two custom ceramic handprints from the " [redacted]" shop on Dec. *, 2013. As of today I still do not have the product that I ordered. According to Etsy's policies:

"The option to leave a review for an order, as well as being able to open a case on Etsy, is based on the estimated delivery date of an order. Once eligible, buyers have 60 calendar days to leave a review and open a case. "

"The processing time is the length of time it takes the seller to ship an order after it has been placed. If the seller doesn’t provide their own processing time, the order will automatically be given a 5-business day processing time."

The problem with this policy is that this processing time is controlled by the shop owner. Etsy has allowed this shop to post grossly inaccurate processing times leaving sellers without recourse when they finally receive their product. Upon reading this shop's reviews, Etsy has previously been notified of gross inaccuracies with this shop's processing times but continues to let the shop owner falsely advertise on their site. Etsy encourages that buyers and sellers work together to resolve all conflict which is exactly what I attempted to do without success. Below is my letter to Etsy:

"Dear Etsy,

I would like to file a complaint against the "[redacted]" shop for violation of the following seller and community guidelines:

-"Use Conversations to facilitate business. Don't use Conversations to spam or harass others. "

-"Honor your shipping and processing times."

I originally placed my order with [redacted]n 12/*/13 and returned my molds to her on 1/**/14. I STILL do not have my correct order. Due to the grossly inaccurate processing times posted on her site, I am now unable to open a complaint against her shop.

After the exchange of 17 emails (many of which were very bizarre and inappropriate), I FINALLY received my order on June [redacted] - 21 weeks after she received my molds. Her shop clearly states 6 weeks processing for non-holiday times, 8 weeks processing for holiday times, and 10-12 weeks during mother's day/father's day rush. The return time I received was almost DOUBLE even her longest posted processing time.

When I did finally receive the product it was not as ordered. I ordered my prints in white on white and the prints I received were silver. This preference was confirmed in the paperwork she asks be sent in with our molds as well as a second time through our email exchanges. I immediately contacted the seller on the date that I received my order (6/**/14) to notify her of the error. She offered to repaint them for me and sent me an invalid mailing label for their return. I expressed my concerns with the quality of the product after repainting and stated my hesitation with parting with the prints as it was very difficult to get my product from her in the first place. I requested that new ornaments be made instead. I received a response that "this was not a problem" and never received a valid mailing label from her so I assumed that my new prints were on their way.

Yesterday (6/**/14) I contacted the seller to follow up on my order as I still had not received my new, correct order or a valid label for the return of my initial prints. She responded that she would not make me a new set. When I again stated my concerns she responded with a slew of emails that were very aggressive and bordered on abusive. The sheer number and frequency of these emails certainly could be considered harassment. At one point she sent me 3 emails within the span of one hour's time: #1) explaining her process, admitting to listing false processing times on etsy, and offering to remake my ornaments and send them out to me in September when she plans to fire her next kiln #2) again offering to remake my ornaments and asking me to not reach out to etsy for moderation #3) telling me that she had decided to contact etsy about me instead. When I returned to my email later that evening, I was at a complete loss. I wrote her back telling her that I would like to take her up on her offer to remake the ornaments and that I was happy to have our situation resolved. She responded again very aggressively and seemed to have changed her mind about firing me new ornaments. I have attached a transcript of our exchange for your review. At this point, I do not feel that further contact with the seller will resolve this issue. Her aggressive responses do not facilitate business and certainly border on harassment. Given the nature/aggressiveness of her responses I have lost all trust in this seller and honestly do not feel that I will receive ANY product from her if I return my order for repainting. These prints have incredible sentimental value and I can't imagine losing this memory of my children.

I would ask that Etsy...

1) help me to facilitate resolution of this matter and allow me to open a case given the gross inaccuracy of the [redacted]'s posted processing time as well as the fact that I just received my order on 6/**/14.

2) Hold this shop to your seller guidelines and enforce accurate posting of processing times.

3) Hold sellers to the community guidelines facilitating business and resolution of conflict. Buyers should never have to deal with aggressive, abusive emails or a quantity of emails that could be classified as harassment. In addition, sellers should not be allowed to offer to resolve a situation in the manner requested by the buyer only to then withdraw the offer when it is accepted.

I would still like to accept the sellers offer to remake the ornaments at her next scheduled kiln. I do not understand why this was offered, if she was not willing to stand behind her word. If she is now unwilling to remake the ornaments, I would like to request a full refund given these gross violations of etsy guidelines.

I hope that you will review this case and take the appropriate actions. Thank you in advance for your time. Please feel free to contact me if any additional information is needed. I look forward to your response. "Desired Settlement: I would ask that Etsy...

1) help me to facilitate resolution of this matter and allow me to open a case given the gross inaccuracy of the [redacted]'s posted processing time as well as the fact that I just received my order on 6/**/14.

2) Hold this shop to your seller guidelines and enforce accurate posting of processing times.

3) Hold sellers to the community guidelines facilitating business and resolution of conflict. Buyers should never have to deal with aggressive, abusive emails or a quantity of emails that could be classified as harassment. In addition, sellers should not be allowed to offer to resolve a situation in the manner requested by the buyer only to then withdraw the offer when it is accepted.

I would still like to accept the sellers offer to remake the ornaments at her next scheduled kiln. I do not understand why this was offered, if she was not willing to stand behind her word. If she is now unwilling to remake the ornaments, I would like to request a full refund given these gross violations of etsy guidelines.

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 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.

The Customer also noted that when contacting our Trust team, that they were informed that the 60 day window to file a dispute and review their order had passed. Etsy has a case system in place so that, if something should go wrong with a purchase, the Customer and the Seller can work together to resolve any concerns. The Customers ability to file a dispute unfortunately expired on February *, 2014. Once the option to open a case expires, it cannot be reinstated.

In the event the Customer has any questions about our Case 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].

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:

?

Per etsy's response my "60 day window to file a dispute" expired on 2/*/14; however, I did not receive my product until 6/**/14.

The problem with this dispute policy is that it is based on the processing time which is controlled by the seller. In this case, Etsy has allowed this shop to post grossly inaccurate processing times leaving buyers without recourse when they finally receive their product. Upon reading this shop's reviews, Etsy has previously been notified of gross inaccuracies with the shop's processing times but continues to let the shop owner falsely advertize and supply buyers with inaccurate processing times. This policy does not protect consumers.

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

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 June **, 2014 against Etsy, Inc. 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 processing times set by the Etsy seller (the “Seller”) prevented her from opening a dispute. 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.

Per Etsy’s policies the date a transaction is eligible for a dispute is calculated by the order's processing time plus Etsy's estimated shipping days. Once eligible, buyers have 60 days to open a case. Unfortunately, the Customers ability to file a dispute expired on February *, 2014. Once the option to open a case expires, it cannot be reinstated.

Once again, we’re very 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,

Review: Every single order I have placed I had quality issues, defective products and non-delivery of products purchased.

Transaction #[redacted] Defective All the pieces and charms broke in a matter of days

Transaction #[redacted] Paid to [redacted] on Dec *, 2013 NEVER RECEIVED SHIPMENT AFTER SEVERAL REQUESTS

Transaction #[redacted] Poor quality and defective. Requested refunded and no action was taken to resolveDesired Settlement: I would like a refund for all purchased made as I either did not received paid for product or it was defective as the quality was VERY POOR.

Business

Response: