Etsy, Inc.

Review: I received very poor customer service from a seller on Etsy.com with regard to a return I wanted to make because one of the items in a SET of items I purchased was made incorrectly by the mistake of the seller. When I was unable to resolve the issue by dealing directly with the seller, I opened a case through Etsy. I was still unable to resolve the issue with the seller, so I escalated the case for review by Etsy's "Trust & Safety" department. From the time that the case was originally opened, to the time I finally closed out the case (over a month-long period), I never received any updates from Etsy regarding how they planned to review the case, how long it would take, or any updates on the status of my case. I only ever received 2 very short responses from the person "assigned" to our case, and when I responded back to ask for more information and an explanation of their decision, I received no response at all. When I requested a phone call from Etsy to try to settle the matter voice to voice, I received an email response from them advising that they do not deal with grievances over the phone. So, I then emailed their Trust & Safety department to try and get more information, but only ever received canned responses telling me to reply to my case. I did at one point finally get an email from a "supervisor" in their Trust & Safety department, however, he again gave a canned response, did not address the issues I had, and never responded to my request for an explanation of the decision made on my case.Desired Settlement: I would like a phone call from an overseeing authority at Etsy so I confirm that they have in fact looked into the details of the problems I encountered not only with their customer service and escalation policies, but the problems I encountered with one of their sellers as well. I would also like a full explanation regarding how the final decision on my case was reached. Lastly, I would like an explanation of what they are doing to improve their customer service, return policies, and seller compliance because currently they are allowing their sellers to make mistakes on orders and not make the customer whole again.

Business

Response:

Review: I ordered 2 hats through their affiliate Chipmunks Trunk and have not received them. I have emailed them several times regarding this with zero reply. My credit card was charged for the purchase and this was back in November 2013Desired Settlement: I would like to be refunded the $9.99 I paid for them.

Business

Response:

Review: I ordered 4 orders of 6 (24 total) lollipops on January *, 2014 for my January **, 2014 baby shower that was taking place at 11am. The order was made through Etsy, but more specifically Sweet Caroline Confections. I specifically told the seller I needed them for my baby shower taking place on January **. She stated that this would not be a problem. I have several email correspondences between her and I about my order. The order was scheduled to be shipped out on January **, 2014 and I thought this was too late. I contacted the seller to ask her if she could ship the order sooner. She responded that she was out of town and could not meet my request. She said not to worry, that they would get there on time. I did not receive the delivery until Jan. **, 2014 at almost 4pm. My shower was over at that point. I contacted her first to ask for a refund. She refused. I filed a complaint with Etsy shortly after and requested a refund. An Etsy support worker named [redacted] responded that I return the lollipops to the seller and she was required to issue me a refund. I asked [redacted], from Etsy, how I go about returning them in the specific way he had asked and I never heard back from him. In the meantime, the seller refused to give the refund. A couple weeks went by and I still haven't heard from Etsy, while trying to contact them at least twice through emails, and the request of a phone call. On Feb. **, I observed that my case had been reassigned to [redacted]. No one from Etsy had contacted me in any way regarding the case. On Feb. 14 the case was closed stating they (Etsy) could not intervene between myself and the seller and I would therefore not be receiving any type of refund; even though they had already made a determination in my case, that I would be issued a full refund! (I have a significant amount of email correspondences between Etsy, the seller, and myself regarding this case, if they are needed.) I made this purchase specifically for an important event.Desired Settlement: I am seeking a refund from either Etsy or the seller, Sweet Caroline of $80.50. I would be willing to accept an Etsy store credit.

Business

Response:

Review: Etsy shut our store down because they believe we are the same company that has another shop that has a horrible reputation that they keep shutting down. They claim to have irrefutable evidence that the two companies are the same, but won't give us the evidence.

I used to work for the other company. I left because I didn't like how the new owner was handling customers. I started my own Etsy stop, under my own name and business name. The shop is called [redacted] since my real company name was already taken ([redacted]).

We have been shut down a couple of time because of the other company not delivering products. I no longer have any relationship with my former company that I used to work for.

Etsy refuses to believe that [redacted] is a separate company from [redacted] and refuses to reopen my store and send my my money they owe me.Desired Settlement: For Etsy to reopen my shop and dis-associate my company from a company I used to work for. Return my money that is owed me.

Business

Response:

October **, 2015

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated December **, 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, which includes Etsy’s Seller Policy.Etsy’s Terms of Use state that “Etsy reserves the right to change, suspend or discontinue any of the Services at any time, for any reason. We will not be liable to you for the effect that any changes to the Services may have on you, including your income or your ability to generate revenue through the Services.”In the complaint, the Customer (who operates as both a buyer and seller in the Etsy marketplace), states that her account was suspended due to overlapping information with another account.Our records show that Etsy’s Trust team has performed a careful investigation of the Customer’s account and the information which relates to another account on Etsy that had been suspended for policy violations. The volume of overlapping information between these accounts is solid evidence by our standards, and we'll be unable to reconsider our decision. Please note that we do not make the decision to suspend service without great consideration, and will only take action on related accounts if we are confident that they are directly associated with the offending account. In the event the Customer has further questions about the status of 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 [redacted]. Sincerely, CarlyEtsy, Inc.

Consumer

Response:

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

Etsy does not have proof that we are the same company as the offending company. We have proof to the contrary and can prove that we are a completely different company. Etsy says that they have proof that we are the same company as the offending company, but has yet to provide that proof. Clearly the proof that they claim to have is false. I can only guess that from whatever little proof they have that they've not considered other possibilities may have existed.We have the following proofs that we are a separate company.The company created a shop on Etsy under a different nameDifferent Social Security numberDifferent addressDifferent phone numberDifferent bank account.A Washington State Business License showing that we are a completely different company.A Washington State Business license that shows that we are a completely separate company from the offending company they speak about.A s

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

Sincerely,

Business

Response:

February *, 2016

[redacted]

[redacted]

[redacted]

Review: I am a listed seller on the website Etsy.com. On November [redacted], I received a message on Etsy that an item I had listed was being removed due to a notice of infringement on certain material. According to Etsy policy, "If Etsy removes or disables access in response to such a notice, Etsy will make a good-faith attempt to contact the allegedly infringing party ("Member") so that they may make a counter notification." I was contacted once on this item and it was removed. I was never asked to make a counter notification.

In response to this removal, I contacted Etsy informing them the item removed was to be investigated as the item could not possible have a copyright against it. The item in question was a [redacted] decal with a crossbow. An item I created on my computer and not stole or infringed from anywhere. The crossbow image was purchased on a royalty free site, as the font was. None of which have anything to do with said infringement nor were these items a derivative work. The words team and the name [redacted] also do not have copyright against them. Etsy also stated that they were told that certain material infringed on certain intellectual property but did not send the copyright information nor an exact reasoning to how this item was copyright protected. According the the Etsy website, "copyright does not protect titles, names, short phrases, slogans, familiar symbols or designs, mere variations of typographic ornamentation, lettering, coloring, or mere listings of ingredients or contents."

The item was just removed and my shop closed, without access to my items and listings. An email I received stated a company who owns intellectual property rights to a TV show called [redacted], including video footage, audio, stills and images and plot lines. None of which have anything to do with the item listed. I asked for proof of copyright and was told to contact the person who filed to report. I do not sell with said person, I sell with Etsy.Desired Settlement: My Etsy shop to be reopened for sales of items of my own creation.

Business

Response:

Review: I opened an account with Etsy on Saturday Nov. **. Upon receipt of confirmation of my new account, I spent 2+ hours posting items from my store into Etsy. (I have my own websites, I was using Etsy more for marketing than sales) The next morning (Sunday morning, 9 a.m.), I received an email from Etsy Marketplace Integrity stating my account was suspended and that action was required to reactivate it.

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This email requested the following items from me:

Step 1:

Explain how you run your business by telling us who is involved in your shop and what each of their roles is.

Step 2:

Explain your Handmade process.

Step 3:

Document your Handmade process. Please attach photographs of the steps you described above. In all of the images you attach, please include a piece of paper displaying your username and the date.

Specifically, we’ll need to see images of:

-The workspace, tools, and equipment you use to make the items in your shop.

-The raw materials or supplies you use to create your items.

-The step-by-step process you use to create the item specified in Step 1.

Once we hear back from you with this information, we’ll review it and promptly determine if your items can be sold as Handmade on Etsy. We understand that your Etsy shop is your business, and we’d like to work with you to get it back online as soon as possible.

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So, I sent an email explaining my process. I attached pictures on my sublimation printer, blank merchandise prior to sublimation, the epilog laser, and the sublimation heatpress. It was everything she asked for. I felt good about it and then, I recieved another email at 2:47 p.m. on Sunday aasking for a video showing how I make an item from beginning to end. The video she requested was not only the part of the original request from her, but violates our company's privacy and reveals our artistic secrets we do not wish to divulge to anyone. We have a special process for creating the molds that hold our pens in the laser during the engraving process and we do not want it divulged to anyone.

I replied and stated that I sent everything in the original request and that our company has proven to be valid. She wrote back stating she needed a video. I wrote back stating I wasnt sending it. I received a final declaration of suspension and account deactivation.

I spent too much time posting items for her to go and deactivate my account. My items are legit. I have a real business operating int he state of MO and I have my EIN and state resale tax #. I have receipts for all of my equipment.

If you look at these links: ( You will see they other businesses are selling the exact items in Etsy as my items. We have the same photos because it is routine to use the professional images from the supply company we purchase our items from. )

--- [redacted]

----

These are just a few items that I sold that are currently being sold by other active businesses or members. Everything I posted was found at least 3 times by at least three other people in Etsy.

----

I was not only harrassed by Etsy after I provided everything they initially requested, but after all of the time spent on this, I was still deactivated.

I was deactivated on a theory that my business and products were not real. This is not validated by fact. The reality of it is, I am legit, as is my business and my products. You can view my websites: [redacted] Just click the shopping options to view our products.

I feel as though there is an underlying conflict of interest in the actions of the person in Etsy. (maybe she knew me? maybe she has friends selling the same stuff and keeps other people out?) I don't know. All I do know is her actions were accusatory and unvalidated and that I did nothing wrong, and nothing unlike anyone else who is currently selling in Etsy.

You will see they other businesses are selling the exact items in Etsy as my items. We have the same photos because it is routine to use the professional images from the supply company we purchase our items from.

I demand an apology from Etsy, a reactivation of my account, and AT LEAST 30 free listings (because they deleted all the hard work I put in entering them for hours).

Thank you for your time.Desired Settlement: I demand an apology from Etsy, a reactivation of my account, and AT LEAST 30 free listings (because they deleted all the hard work I put in entering the originals for hours).

Thank you for your time.

Business

Response:

Review: I have had a shop with etsy for a few years now that sell graphic design services. My shop has been very successful. One of my relatives that doesn't even live with me has a shop doing the same thing. Her shop got shut down I believe for copyright. My shop has nothing to do with her shop and they shut mine down. I guess cause I'm related to her. I try to contact them to figure out why and they send me the same automated response about me opening up shops when I've been closed down. They are treating me like her and I didn't do anything to deserve this. The problem now is I had about $330. to deposit from work that I have completed for my customers last week. They are now holding onto my money and won't let me deposit it in my account. I'm upset enough my shop was wrongfully shut down just because I have a relative that messed up and I get in trouble for it? Let alone MY money being held from me because "I recently switch banks" I never recently switched banks. I'm guessing maybe my relative switched banks I have no idea but don't know why my money is begging withheld on top of my shop being shut down. I wish I could call in someway but they don't offer service over the phone. I would just like my money released to my account as it is mine and don't understand why my shop was shutdown in the first place when I have nothing to do with what my relative did. Very horrible shop to sell for!Desired Settlement: I would like my money released to me as it was scheduled to be released today. I would also like etsy to further look into my shop and reopening it. The explanation sent to me about me opening up numerous shops after my initial one was shut down DOES NOT even apply to me as this is my only shop and I have nothing to do with what a relative does. NOT RIGHT!

Business

Response:

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the rejection to our response to 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.’’ 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.” ([redacted]). Etsy refused service to the Customer permanently due to multiple policy violations.As was explained to the Customer, there was sufficient overlapping information in her account with an account that was suspended for policy violations to consider them related. These decisions are made with careful deliberation, as we understand the effect such decisions may have. Etsy's 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." If the Customer has any questions she may wish to contact [redacted] Etsy considers this matter closed. Sincerely, [redacted]Etsy, Inc.

Review: I purchased a gold bracelet from a seller on Etsy, and it clearly states on my order that I ordered gold. The bracelet I received was silver. I have tried contacting the shop and Etsy is telling me that is my only recourse. I cannot open a case with Etsy, and I have contacted them via their website multiple times. They have offered no help in the way of contacting the shop or offering an exchange or refund.Desired Settlement: I would like the gold bracelet I paid for. If that cannot happen, I would like a refund.

Business

Response:

Review: I opened a business on Etsy selling craft supplies. I purchased the supplies from my sister after she had her shop shut down by Etsy. I drove from Nevada (my home) to San Diego (her home) to pick up the product. I payed $2,500.00 for the supplies. While in San Diego my sister helped me set up my Etsy shop and showed me how to use it. I returned home with all the product and started selling things immediately. I sold $500.00 in supplies in 5 days when suddenly my shop was closed by Etsy. I contacted Etsy and they took a week to respond to me. After many vague emails, my sister and I figured out I was shut down because they thought I was her and was opening another shop under an assumed name. She was sent emails telling her not to use an agent to work for her. I contacted Etsy via email and provided copies of my invoice and receipts proving I paid for the supplies. I offered to provide them any additional information they needed to prove I was not my sister and sign any legal documentation stating I was not acting as her agent. The only connection we have is that she used her computer to help me set up my shop. There are no other similarities. We live in different states, have different social security numbers and obviously are two different people. I have contacted them repeatedly and just get a canned response stating I am not allowed on Etsy because of repeated policy violations. They will not tell me what violations I have made. They have completely quit responding to me now. I mailed letters to 20 executives at Etsy and not one person responded. Etsy has banned me from buying and selling on their site and I have done nothing wrong. I have not violated any of their policies. There is no way to contact them other than email or regular mail and they will not respond.Desired Settlement: I would like to be let back on Etsy to buy and sell. I will provide any information they would like to prove I am who I say I am and that I am not acting as an agent for anyone.

Business

Response:

Review: I have attempted (numerous times) to contacted Etsy's customer support to resolve an unwarranted, unexplained issue with my account - and it having been randomly suspended from use. Along with my other friends' accounts who have used my computer and internet to access their own, personal, Etsy accounts. Their personal Etsy accounts have been suspended from use by Etsy for no reason at all, as well.

I successfully reached their "customer service" representative 3 of 30 times (minimum) that I've reached out to them using the contact email form and request a phone call form on their website. During those phone conversations, I was told that their "trust team" needed to look into the issue, as they could not provide me with any valid reasoning for this issue - nor could they simply resolve it for me.

They claimed that they were so sorry for never getting back to me, and acknowledged (by viewing their internal records) the number of attempts I'd made to contact someone regarding this issue for the past 4 months. They promised me that they would be forwarding my issue to their "trust team" as a "high priority" case - to be resolved at once. And reassured me that I'd receive an email from their so-called "trust team" shortly. Each of the 3 times I'd spoken to a representative, this is what they told me. The same thing. Apologies and promises...to no avail. My accounts and my friends' accounts are still suspended by Etsy. And I cannot make any further contact. They will not send me any emails from their customer service forms on their website, from me, anymore. This issue is totally unresolved.

It has been an additional month now, on top of the previous 4 months I'd had this issue ongoing with my Etsy account and lack of customer service. This is by far the worst customer service and company as a whole that I have dealt with in all my life. And that is saying a lot...

I don't recommend Etsy and it's services to anyone. And I will never have a good thing to say about the company. They have failed me miserably. I hope they just go out of business. I have since switched to using a new company called [redacted]. It's similar to Etsy, where I can buy and sell handmade crafty goods online. And there, I have no issues or complaints. Etsy lost a very valuable, good customer.Desired Settlement: I want Etsy to remove the suspension from my personal account, linked to my personal email account; my business account, linked to my business account; and to remove the suspension from my friends personal accounts: [redacted] and [redacted].

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

Etsy’s Terms of Use state, “Etsy'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 without violating our policies and without proper notice. 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 an open chargeback and for listing non-qualifying items for sale in one or more related accounts. The Customer was contacted on May [redacted], and ** in regards to the action being taken and what would be required to resolve these concerns.

We do not make the decision to suspend service without great consideration, but a history of transgressions on the Customer’s account has brought us to the conclusion that our relationship must now come to a close. We are not able to reconsider the Customer’s account status at this time.

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 had a seller account on etsy that I opened on Nov **, 2012 and in July of 2013 I flew out of USA to Egypt and closed my seller account maybe one month before leaving. When I knew I was returning to America in January 2014 I re-opened my account in anticipation of again starting my business and did so either late January 2014 or early February. I was at that time residing with my brother and then a month later moved to my eldest daughters residence. My daughter who I live with also had an etsy seller account and it ended badly in the past year or so (not sure of the exact date) and she owes them money and has open cases with them and has said she was no longer going to do any cosmetics business again

as it was too much of a hassle and so I jumped on the opportunity and asked her if I could take over around 15 color formulations to add to my own collection of eyeshadow colors I was selling/formulating. I took the time to carefully pick and choose which ones were best sellers. I paid for the rights to the formulas as well as her product images and advertising she used. She put in the hard work in creating them and I am a fair business woman (and mom) and saw she was struggling and needed the extra money anyway. Win win situation for me for us both! I have seen other companies buy other companies formulas in the past, I think it is fairly common practice.

In the past three months my business has started to grow and has nearly doubled each month in views and profit. I spend approximately 10-15 hours each and every day from the moment I woke up until the moment I slept creating new products and formulation for my bath and body products, taking new pictures, looking for the lowest cost and highest quality suppliers, etc. AND THEN!!!! I decided to open a new etsy account and start to separate my cosmetics from my bath and body products and give them a "face lift" and new label designs. I spent about one week to prepare for my initial launch of four eyeshadow colors.. this was from conception to label designing, color formulation, etc) and then I went to open my store and was informed that the account had been suspended. I contacted them and they responded back saying my account was suspended due to unresolved cases against my daughter and that I would have to resolve all of her open cases to re-instate my own account.

The next day my main account (the Nov **,1012 account) was also suspended and from there I started to get in contact with etsy to prove that I am not related to her bad business dealings and prove that I am a separate person, separate business. I sent them a copy of my passport, my drivers license, my credit card on file, my birth certificate as well as a packing slip/bill of sale from a supplier that shows my name and my billing information that matched my etsy billing information. The continually insist that they have "sufficient overlapping account information" that link both companies together and that I have to pay the fees and close open cases on my daughters account.

I have repeatedly told them I am her mother.. of course we are related PEOPLE.. I live in the same house as her temporarily, I sell some of the same types of products as she did (and sell some of the same colors that I mentioned purchasing rights for above) but our company is and have always been completely separate..

There is enough proof that we are separate but still they refuse to believe and repeatedly accuse me of being related business' (and somehow indirectly accusing me of being her!!) Every time I contact them by email they refuse to speak with me and just tell me that I need to log in from my daughters account and address the issues from there. This is the exact response I get from etsy with each email I attempt to send:

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"Hello,

Thanks for getting back in touch, although I apologize that it is under these circumstances.

Your frustration with this situation is understandable, however there is sufficient overlapping information in your account with an account that has been suspended for policy violations to consider them related.

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."

In order for us to move forward in this situation, all concerns in the related account(s) must first be resolved. We ask that you please only contact us from that account, as we are unable to resolve these concerns or further discuss this matter through this account.

Best,

Caitlyn

Etsy Trust & Safety"

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I have told them more than once that I am not my daughter and I am not going to log on from her account to address anything or fix any problem as it is not my own account, it is not my business and is not my responsibility..

I am not responsible for another persons debt.. I did not make her bills and incur her debt and I will not be held accountable and have my good name ruined or smeared or my hard work crushed because of that!

I have contacted them every single day since this has begun and each time get the same response....I have asked my daughter to log on to her account and send them an email to tell them her business was not related and still to no avail.. they continually refuse to take my account out of suspension and continue to accuse me of being someone I am not when I have done absolutely nothing wrong and am not who they insist I am.Desired Settlement: My desired outcome would for my account to be re-instated so that I can continue my business as this website is the highest for profit for beginning indie business such as myself, I would also like an apology for their wrongful accusations and undue stress this has caused.

If they still refuse to re-instate my account then I wish to go after reimbursement of each and every single dollar I have put into growing my business on their website that I have now lost due to inability to sell on the website.

Business

Response:

Review: I ordered through the seller [redacted] on Etsy. I ordered bachelorette shirts 2.5 weeks prior to when I needed them. The sellers website says that orders in the United States should be ordered at least 2 weeks in advance. I ordered them 2.5 weeks in advance and I also provided them with a need by date which was April [redacted]. The seller asked for this in the notes section when ordereing. When I didn't receive the order by the [redacted] I contacted the seller and they stated that the USPS must be having delays and that it was not there problem. I checked the tracking of this package and it said that the package was not dropped off from the seller to the post office until April [redacted] which is the day that I needed the package. Therefore, the seller knew when I needed the package and disregarded that by sending it to the post office late. These shirts were needed before traveling out of the state for a bachelorette party and since they were received late I no longer needed them. The seller is not agreeing to let me return the items or refund my money. I contacted Etsy several times about the matter and through countless transfers to managers and emails they said that they have no merit in this case. The support at Etsy has been less than helpful and I need to take further action in order to get refunded.Desired Settlement: I would like to receive a refund to my credit card for the $100.70 I spent on a product that was not delivered when it was needed.

Business

Response:

Review: On March **, 2014, my selling privileges on Etsy were terminated. I could not understand why it happened then, nor do I now. I had never received any email notice from Etsy in any email account regarding the notion that my shop could be shut down (I thought it was a technical bug at first). After reaching out to Etsy nearly 20 times on several consecutive days, I have received nothing but vague form letter emails stating that I should have followed instructions in previous emails (but I never received any emails--I have been very careful not to engage in copyright and even received written permission to use certain images), and another email which stated that my shop had been found to be "in association" with a shop that was found to be guilty of copyright infringement. Etsy's "phone number" is direct-to-message and merely states that Etsy is not set up to receive phone calls. Each time I reached out to Etsy by email, I emphatically stated that I was not in association with any infringing shop. I even asked Etsy Legal to look into PayPal accounts to verify that we are indeed different people. The few times that I did receive a response, I received the same form letter messages over and over. Etsy has since stopped responding to my email messages at all. Not only has Etsy failed to provide any real customer service, but the company has also unjustly terminated my shop without valid cause, halted future income, and caused severe emotional shock and distress.

I have sought to make sense of the issue, and from what I have been able to put together (from emails, peer chat and forum responses, articles on the web, and conversation with [redacted]) is the notion that my shop was found to be in association with my sister's two shops which were terminated because of HER copyright infringement in her own shop. Yet I have NO direct affiliation with her shop at all! Yes, I have occasionally used her computer (ip address) to log in to my shop, and we have taken photos together, but that is it! I had NEVER received any copyright notice because my shop account is not the same as hers. Etsy should uphold my seller's contract and agreement because: 1. I am not guilty of copyright infringement; 2. I have not received any email warnings which would have coincided with Etsy's three-strike-rule; 3. There is no evidence of direct shop affiliation; and 4. I have paid all Etsy fees.Desired Settlement: A desired outcome is the reopening of my Etsy shop.

Business

Response:

Review: Payment Method MasterCard ending in [redacted] Billing Address [redacted] United States Your credit card information was not shared with this shop. Paid on Jul *, 2013. Loading Shipped Shipped Not Shipped Not Shipped Marked as shipped on July *, 2013. Shipped To [redacted] United StatesLoading Shop — [redacted] Rating 27, 77% positive Email [redacted] URL http[redacted] Contact. Buyer — [redacted] ([redacted]) Rating 2, 100% positive Email [redacted] Marked as shipped on July *, 2013. Shipped To [redacted] United States . .Order — 2 Items Graphically Speaking Cricut Cartridge Linked Transaction ID [redacted] Case reported Price $10.00 USD Shipping $6.00 USD Quantity 1 . Spring and Summer Tablescapes Cricut Cartridge Linked Transaction ID [redacted] Case reported Price $10.00 USD Shipping $4.00 USD Quantity 1 . Item total $20.00 USD Shipping $10.00 USD Order total $30.00 USD Refunded to credit card - $30.00 USD Adjusted total $0.00 USD Graphically Speaking Cricut Cartridge LinkedTransaction ID [redacted] Case reported Price $10.00 USD Shipping $6.00 USD Quantity 1 . Spring and Summer Tablescapes Cricut Cartridge LinkedTransaction ID [redacted] Case reported Price $10.00 USD Shipping $4.00 USD Quantity 1 . Item total $20.00 USD Shipping $10.00 USD Order total $30.00 USD Refunded to credit card - $30.00 USD Adjusted total $0.00 USD Refund History Date Description Refund amount August *, 2013 $30.00 USD was returned to your MasterCard ending in [redacted]. Reason for refund Other Note from Etsy Staff There's no note from Etsy staff $30.00 USD Refund total $30.00 USD Also this sale: Order #[redacted] on Jul *, 2013Paid — fully refunded Paid — fully refunded Not Paid Not Paid Payment Method MasterCard ending in [redacted] Billing Address [redacted] / [redacted], [redacted] United StatesYour credit card information was not shared with this shop. Paid on Jul *, 2013. Loading Shipped Shipped Not Shipped Not Shipped Marked as shipped on July *, 2013. Shipped To [redacted], [redacted] United StatesLoading Paid — fully refunded Paid — fully refunded Not Paid Not Paid Payment Method MasterCard ending in [redacted] Billing Address [redacted], [redacted] United States Your credit card information was not shared with this shop. Paid on Jul *, 2013. Loading Shipped Shipped Not Shipped Not Shipped Marked as shipped on July*, 2013. Shipped To [redacted], [redacted] United StatesLoading Shop — [redacted] Rating 27, 77% positive Email [redacted] URL http[redacted] Contact. Buyer — [redacted] ([redacted]) Rating 2, 100% positive Email [redacted] Marked as shipped on July *, 2013. Shipped To [redacted], [redacted] United States . .Order — 1 Item Accent Essentials Cricut Cartridge Transaction ID [redacted] Case reported Price $10.00 USD Shipping $4.00 USD Quantity 1 . Item total $10.00 USD Shipping $4.00 USD Order total $14.00 USD Refunded to credit card - $14.00 USD Adjusted total $0.00 USD Accent Essentials Cricut CartridgeTransaction ID [redacted] Case reported Price $10.00 USD Shipping $4.00 USD Quantity 1 . Item total $10.00 USD Shipping $4.00 USD Order total $14.00 USD Refunded to credit card - $14.00 USD Adjusted total $0.00 USD Refund History Date Description Refund amount August *, 2013 $14.00 USD was returned to your MasterCard ending in [redacted]. Reason for refund Other Note from Etsy Staff There's no note from Etsy staff $14.00 USD Refund total $14.00 Purchases Feedback Public Profile Settings Apps Cases Sign Out Promote Etsy MiniAn item did not arrive Case #[redacted] — Opened on July **, 2013 This case was resolved on August *, 2013. 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. Refund by postal money order or threw paypal to [redacted] . Was advised to close the bank account after this bad transaction. Reported Transactions Jul *, 2013 $30.00 USD View Receipt Shipped Marked as shipped on Jul *, 2013 Graphically Speaking Cricut Cartridge Linked Price $10.00 USD Shipping $6.00 USD Quantity 1 .. Spring and Summer Tablescapes Cricut Cartridge Linked Price $10.00 USD Shipping $4.00 USD Quantity 1 ..Shipped To [redacted] United StatesCase created for 2 items that did not arrive. July **, 2013 Etsy escalated the case for review July **, 2013 Case assigned to [redacted] July **, 2013 Admin [redacted] July **, 2013 This is [redacted] from Etsy's Trust and Safety team. This case has been escalated for review. After two weeks Etsy may decide to issue a refund on the seller's behalf. [redacted], please comment in the case in two weeks on whether or not you have received your order. You are also welcome to close the case at any time. Thank you for your patience. Admin [redacted] July**, 2013 This is [redacted] from Etsy's Trust and Safety team. As the seller has yet to resolve this case, Etsy has suspended their shop. [redacted], please clearly state in one week whether or not you have received your order. [redacted], please resolve this case within one week, or Etsy may issue a refund. If the item has been shipped, you can update the case page with any shipping information you may have. A tracking number may be added to the case page by clicking on the "Add Tracking" button. You may also provide alternative proof that the buyer's purchase was shipped to the zip code or address as it appears on the Etsy receipt by adding additional documentation directly to the case page. You can also issue a refund directly from your shop to close the case. [redacted] July **, 2013 I have not received my item or any contact from [redacted]. Case assigned to [redacted] August *, 2013 [redacted] August *, 2013 I have not received my item or any contact from [redacted] issued a full refund August *, 2013 Case closed by [redacted] August *, 2013 Admin [redacted] August *, 2013 Etsy has decided to intervene on behalf of the seller and issue a refund for this order. For this reason, I am going to close this case. An item did not arrive Case #[redacted] — Opened on July **, 2013 This case was resolved on August *, 2013. 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. Refund by postal money order or threw paypal to [redacted] . I was advised to close the bank account due to bad transaction Reported Transactions Jul *, 2013 $14.00 USD View Receipt Shipped Marked as shipped on Jul *, 2013 Accent Essentials Cricut Cartridge Price $10.00 USD Shipping $4.00 USD Quantity 1 ..Shipped To [redacted] United StatesCase created for 1 item that did not arrive. July **, 2013 Etsy escalated the case for review July **, 2013 Case assigned to [redacted] July **, 2013 Admin [redacted] July **, 2013 This is [redacted] from Etsy's Trust and Safety team. This case has been escalated for review. After two weeks Etsy may decide to issue a refund on the seller's behalf. [redacted], please comment in the case in two weeks on whether or not you have received your order. You are also welcome to close the case at any time. Thank you for your patience. Admin [redacted] July **, 2013 This is [redacted] from Etsy's Trust and Safety team. As the seller has yet to resolve this case, Etsy has suspended their shop. [redacted], please clearly state in one week whether or not you have received your order. [redacted], please resolve this case within one week, or Etsy may issue a refund. If the item has been shipped, you can update the case page with any shipping information you may have. A tracking number may be added to the case page by clicking on the "Add Tracking" button. You may also provide alternative proof that the buyer's purchase was shipped to the zip code or address as it appears on the Etsy receipt by adding additional documentation directly to the case page. You can also issue a refund directly from your shop to close the case. [redacted] July**, 2013 I have not received my item or any contact from [redacted]. Case assigned to [redacted] August*, 2013 [redacted] August *, 2013 I have not received my item or any contact from [redacted] issued a full refund August *, 2013 Case closed by [redacted] August*, 2013 Admin [redacted] August *, 2013 [redacted], thank you for your patience with this process. Etsy has decided to intervene on behalf of the seller and issue a refund for this order. The refund should be credited to your card after 3-5 business days. If the original card used for payment is no longer valid and a replacement card has been issued, the refund will appear on your new card. If the card has been closed and a replacement card has not been issued, get in touch with your bank or credit card company for more information about how to receive your refund.Desired Settlement: I ordered this above items 3 items for a total of $44.00 . I wrote to Etsy and told them after I bought the items and I was ripped off because I never gotten my items after months. My husband being a Officer told me to close the account and move to his bank. I then registered my new credit card # with Etsy so they could refund my $44.00. I was told by [redacted], [redacted], [redacted] I would get my refund. That it would have to go to the card number it was purchased on then when it is denied for deposit, they would refund my current card. I still have not gotten it. All I want is my refund backof $ 44.00 it can be a check or credit card.

Business

Response:

Review: I have tried for over a month to get a refund for my purchase from that I cancelled due to the seller not shipping in an appropriate time frame. Etsy represents their seller vividiy. order # [redacted] on Feb *, 2014. it has been a month now and I still do not have a credit to my paypal account. I have emailed the seller every few days and rarely got a response. They say they have submitted the refund a week ago and still no credit. Etsy has not been helpful taking care of this issue. I have emailed Etsy every few days as well and I am lucky to get a response from them. They keep pushing the issue off and refuse to take responsibility on the seller the represent. They have the power to cancel this order and refund the money and refused to do so after multiple requests.

They have not made any steps to refuse a partnership with the seller and not let them sell on Etsy. Etsy has offered NO customer service and no ownership to take care of a loyal Etsy customer.Desired Settlement: I want my money back now in my paypal account NOW

Business

Response:

Review: I ordered a black/white monogrammed Herringbone Vest from The Pink Anchor Store through Etsy on December [redacted]. The seller would not reply to my inquiries about when the vests would arrive. Finally, she shared that they were on back order. After a long delay, I received the vest, which had an ugly, solid, black flaw on the back.

I also ordered a brown/white monogrammed Herringbone Vest from The Pink Anchor Store through Etsy on December [redacted]. After a long delay, I received a black/white vest. I did not find out that brown/white was not an option until Pink Anchor sent comments on January [redacted] after I had already received a black/white vest. In the listing, there is a picture of both brown/white and black/white vests. There were only two drop down selections: size and quantity. In the "notes to seller", I requested the brown/white vest as there was no where stating only black/white was available. Yet, the seller never responded that brown/white was not an option. She simply sent a black/white monogrammed vest in its place. I emailed the seller through Etsy and shared that neither vest was acceptable, requested a refund, and returned the vests to her. I bought two vests through another Etsy site to replace the unacceptable ones as they were Christmas gifts. They arrived exactly as ordered and in a timely manner. The Pink Anchor Store will not refund my money, so I opened a case through Etsy; however, they indicate they cannot find The Pink Anchor Store at fault!!!Desired Settlement: Etsy needs to require The Pink Anchor Store to refund my money or they need to refund it.

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 she purchased two vests from a seller on Etsy (the “Seller”) and the vests she received did not appear to match the listing descriptions. The Customer has also stated that she has returned the vests back to the Seller, and that she no longer is in possession of the items.To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records show that, on January **, the Customer opened two “Not as Described” cases on Etsy for her orders. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Within the Etsy case system, in order to determine that an item is not-as-described, Etsy Administrators must find that there are detailed differences between the item that was received and as was described by the seller. After thorough review, in accordance with our Terms of Use, the Etsy Administrator determined that the vests the Customer received were not materially different than the listing she purchased from. As such, on January **, both of the Customer’s cases were closed. While we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation. We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.In the event the Customer requires additional assistance, or has further questions about Etsy’s dispute resolution process, we would encourage her to reach out to our Trust team directly ([redacted]). Etsy considers this matter closed at this time. If you have any questions, feel free to contact [redacted]. Sincerely,CarlyEtsy, 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:

After reviewing Etsy's Buyer Policy, it appears that section: Reporting a Problem with an Order or Returning an Item "Etsy's Case System" Not-as-Described completely supports both of my issues.

Review: I ordered a product off of Etsy using the store [redacted]. The package was never delivered, and the [redacted] refused to give me a refund. She also refused the option to give me free reshipment. Etsy customer support was not helpful throughout this entire endeavor. They have no say in the [redacted]'s actions (or so they claim). The [redacted] is allowed to decide what decision to make, and they are not held accountable.Desired Settlement: I would like a refund.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims she has not received the purchase she made from a Seller on Etsy (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 September ** that the Customer’s order had been shipped. The proof of shipment provided by the Seller (USPS Tracking #[redacted] confirms delivery as of September **.

As a venue, Etsy is unable to hold a Seller responsible for items shipped with tracking to the delivery on the Customer’s receipt. The Customer contacted Etsy regarding this order on September ** and received a response from an Etsy Administrator on September ** advising the Customer that they may contact the Seller directly for assistance in filing a claim with USPS.

We’re sorry to hear that the Customer had an unsatisfactory 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: Closed store, no contact, billed for a service it did not fulfill.Desired Settlement: Return of listing and shop.

Business

Response:

Review: I ordered a product from a seller on their site. They suspended the seller so now that seller is unable to refund money or ship the goods paid for already. I ordered a product on June *, 2014 for $*60.00. I have not received this product and have asked for a tefund. I am due a refund by consumer rights for a product that was paid for and never received. That is stealing.Desired Settlement: I want my $860 that I paid in June refunded in full immediately before I take legal action. This is stealing and I am very unhappy at the way all of this was handled and that no communication from anyone was given to the customers.

Business

Response:

October *, 2015

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated October *, 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. Gretchen Basham (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.”In the complaint, the Customer claims that she purchased a dresser from a seller on Etsy (the “Seller”) and that she has not yet received this item. 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.” To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Although Etsy is not directly involved in the transaction, in some situations we can attempt to mediate disputes between members through the Etsy case system. However, I see that the Customer did not open a case on Etsy for this order and, unfortunately, the 60 day window to open a dispute for this transaction on Etsy has expired.That being said, as a courtesy, an Etsy Administrator has now contacted the Seller in an attempt to facilitate a resolution to this matter.In the event the Customer requires additional assistance, we would encourage her 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 [redacted]. Sincerely, CarlyEtsy, 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:

Esty suspended this seller from the site and suspended the funds. If they did this then how are we to receive our money back. They must take responsibility for making so the customers can no longer reach this shop. it was their decision to remove him and suspend funds. I have an e-mail stating this is what happened. I am owed almost $1000.00 and I need to recover this from the seller on their site that they have made so no one can reach him. There is some accountability there

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

Sincerely,

Business

Response:

October *, 2015 [redacted]

[redacted]

[redacted] Dear Mediator: This letter sets further forth Etsy’s position regarding the complaint dated October 5, 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. Gretchen Basham (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.”In the rejection, the Customer states that the product she ordered from an Etsy seller (the “Seller”) was not delivered and she had not yet received a refund. 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 received a refund for the cost of the item from Etsy on behalf of the Seller on October **.

The Customer may wish to note that it typically takes 2 to 5 business days for the refund to be reflected in their bank account or card statement. In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted]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.Etsy considers this matter closed at this time. If you have any questions, please contact [redacted]Sincerely, CarlyEtsy, 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. I have received a refund in full so I am happy.

Sincerely,

Review: I ordered and purchased an item on March **, 2014 from shop [redacted], Order #[redacted]. After several weeks without receiving the product and several contacts to the [redacted] of the shop with no response I opened a case with Etsy on April **, 2014, Case #[redacted]. The shop [redacted] then allegedly shipped my item. However the tracking number provided only shows that postage was paid for but there is no tracking information to prove it was actually shipped. I have tried to contact the shop [redacted] several times with no response. I still have yet to receive the product I paid for.Desired Settlement: At this point I just want a full refund and no longer even want the product.

Business

Response: