Etsy, Inc.

Review: I ordered a custom order from [redacted] (my email was [redacted] when the order was placed). I stated the specifics and received the item two months later. When I received it I was unhappy with the design and quality, and contacted the "shop owner" Ashley Tucker for a replacement or a partial refund. She blamed me for the design. I asked for a number one on the shirt and what she produced looks like a backwards "E." The shirt also looks damaged due to poor craftmanship. I later realized the skirt is uneven.

I was blamed for the end result and treated very poorly. I was told I should have contacted her after she sent a picture however she already put it in the mail. I did question the image and the "1" but I told her I would wait to receive it. I ordered it on June ** and didn't received it until nearly two months later just days before my daughter's first birthday.

I offered to send the original back for a replacement as long as I received a tracking number for the replacement. She refused to do that. I expressed my dissatisfaction and stated she was unprofessional. I stated I would complain to Etsy and Revdex.com if it couldn't be resolved and she accused me of "threatening and harassing" her which is completely out of line and false as indicated in the emails. She "complained" against me on Etsy and wrote a defaming response to my review of her product. My review was based on facts via email. I've contacted Etsy and they do not answer the phone, and they did not resolve this. They suggest a "mediTion" which I've done before and the shop owners essentially get away with taking your money without a resolution.Desired Settlement: I demand that the shop owner remove her response to my review as it is false and defaming.

I also demand a full refund for the poor quality product she produced.

I would like to speak to the CEO directly about this hop owner and would like to recommend her removal from the site.

I have photos and emails to support my claims.

Business

Response:

August **, **15

[redacted]

[redacted]

[redacted]Via Email: [redacted]Re: Case #[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated August **, **15 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 (except for services that require an application) 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 alleges that the custom order she ordered 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.Our records indicate that, after working with an Administrator on Etsy’s Trust team via email, the Customer opened a case for this transaction on August **, **15. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns. In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted].Etsy considers this matter closed at this time. If you have any questions, please contact [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:

[Your Answer Here]

Etsy's case system does nothing to resolve the situation.

I'd like to add the contact information for the seller, Ashley T[redacted].

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

As previously stated, I DID upload photos to Etsy. I uploaded photos of the skirt and shirt. I cannot further access their dispute system via mobile device, another issue. Let's just deal with this and get through it rather than keep it going. I want you to confirm you received my photos. I also want to speak with the CEO and do not wish to be ignored by him any longer. I don't need to reread this ridiculous policies that don't hold Etsy accountable. I want Etsy to loom over the emails between the seller and I.

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

Sincerely,

Business

Response:

September **, 2015

[redacted]

[redacted]

[redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the complaint dated August **, **15 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.”In the Customer’s recent rejection, she has provided photographs in an effort to support her claim that a custom outfit she purchased from a seller on Etsy (the “Seller”) was not as described. 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 operates a shop on Etsy.com. By agreeing to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected to her dispute with the Seller. According to our records, the Customer opened a case on Etsy for this transaction on August **. To be clear, a "case" is Etsy’s dispute platform, which allows buyers and sellers to work together to resolve issues which may occurred throughout the course of a transaction. If necessary, an Etsy Administrator may offer further assistance in the mediation of the dispute, should the members be unable to reach an amicable outcome by working together in the case log.Our records indicate that, although the Customer had taken action to open this case, they did not continue to participate in the case log as is generally required. However, as a courtesy, the Etsy Administrator assigned to the Customer’s case reviewed photographs available in Etsy Conversations (Etsy’s onsite messaging tool) in order to make a determination in the case and bring this matter to a close.After diligent review of the Customer’s concerns and the agreements made between the Customer and the Seller prior to purchase, the Etsy Administrator assigned to this case has determined that the order the Customer received does not qualify as significantly not as described. As such, this case has now been closed this case. Etsy’s decision in this matter is final.While we appreciate the Customer's request to speak to Etsy’s CEO, complaints of this nature are handled by Etsy’s Trust team, who can field any additional concerns at [redacted].Etsy considers this matter closed at this time. If you have any questions, please contact [redacted]. Sincerely,CarlyEtsy, Inc.

Review: I order a crib sheet set on march **, the product has not been sent. I can't reach anyone to find out what is going on.Desired Settlement: I want to know if I will be getting what I paid for. If not I want my credit card credit.

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 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.According to our records, the Customer placed an order with the Seller on March **. The Seller’s processing time for this item is four to six weeks. The Customer can check when her order is due to ship by signing into her Etsy account and going to You > Purchases & Reviews. The Customer may then click on the receipt in question and look for a button regarding her shipping details.If the Customer receives neither a refund nor her order, she may open a case for the applicable transactions when her order becomes eligible on May **, 2015. Opening a case provides a formal way for Customers and Sellers to work together to resolve an incomplete transaction. In the event the Customer requires assistance in opening a case, we would encourage them to reach out to our Trust team directly ([redacted]).We are 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 [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: I purchased what was advertised to be a Louis Vuitton bag. I paid over $500 for the item, which seemed to be a reasonable price for the vintage item. After receiving the bag in mail, I discovered that it was a fake. The seller has refused to refund my money or accept a return.Desired Settlement: I would like to return the bag and get a refund of the price I paid.

Business

Response:

Review: I have been selling vintage, family heirlooms on Etsy since 2012. I have never had any problems until November, 2013. I had a lady in Illinois contact me to purchase a vintage doll, initially requesting a discount, then asking for a lay-away plan, and finally after I refused her requests, she purchased the item. I even gave her a nice doll stand with a case for free, since she wrote about her having financial problems, being disabled, and everything else. The items that I sent to her were in excellent condition with no odor, or anything wrong with them. It even cost me extra to ship the item to her because I had included the free case and stand. When she receive it, this is what she wrote:

[redacted]) sent you a conversation on November **, 2013.

Dynasty Doll - [redacted] - African American Doll 1989, listing #[redacted] Hey the doll arrived today (Yesterday now) and I have looked at her twice out of the box and she's in great shape but needs to air out as she does have a musty stored odor....thank-you for the display case...I have to get her over to my oldest daughters place to be put up with some other things I have there to keep safe , it was nice to get an ethnic doll ...[redacted]

Reply to [redacted]

Do not reply to this email. To reply to this conversation, view the message here.

I told this woman that there was no smell and I even contacted UPS to file a complaint, which they are investigating this woman as well. Meanwhile, Etsy disregarded this email and all of the correspondence that I sent since then and sent me this email today: Your case was updated with the following correspondence: [redacted]: This is [redacted] from Etsy's Trust and Safety Team. I have reviewed this case, and determined that the items received by the buyer are significantly not as they were described in the listing.

PLCandMore, please provide a return address and preferred method of shipment here in the case log. If you do not comply and supply the requested information, your shop will be suspended and a full refund will be issued to the buyer on your behalf.

robertalee3, if you would like to be refunded, you should ship the items back to the seller via the method requested by the seller. Once the items are shipped, please provide proof of return shipping here in the case log.

PLCandMore, once the buyer has provided proof of shipping for the return, you should proceed with issuing the refund.

Please note, should the buyer fail to update the case with proof of shipping for the return, we will have to close the case. Visit your case to update it or reply here. Please do not reply to this email.

Thank You,

Etsy Trust & Safety

There was nothing wrong with this item and I do believe that this lady was not being truthful, having buyer's remorse, or just vindictive because I would not give into her initial requests. The fact that Etsy did not investigate this thoroughly, as well as look at all of the correspondence, they just arbitrarily decided to charge me for the item and give this person a refund. I also took the liberty to check this woman out via the Internet and found some rather interesting information about this person, which almost confirms my suspicious about this buyer. I forwarded that to Etsy, with no response!

This company is merely a platform for marketing goods. They provide a medium and if you comply with their standards, you can use it. I was in compliance and have never had problems. I also post in my store polices that items are sold as is. I do this because vintage items or collectibles will not have value if damaged and in most cases, once damaged, cannot be replaced. Even if an item can be repaired or restored, it has lost value once and item is damaged.

This company does not accept phone calls despite the fact that they made public announcements that they do. The company does not automatically respond to their merchants, to whom they receive fees to use their platform...only automatic responses and eventually, a basic response. There is no chat option, not contact beyond email. You are at the mercy of the company in regard to their debit and credit practices. Technically, a merchant is their customer, and they should give them time and preference over a buyer. They should also not get involved in these situations because they are strictly providing a platform, almost like a leased space in a mall, a flea market, or some other retail establishment. They should not be allowed to operate in the manner that they are dealing with me. I am not a dishonest person and am angry that they have taken the position that they have. I believe that the public should know about them and that they should be stopped from this practice and even closed if this is the way they choose to operate. Since when would a mall [redacted] go into a store a force a refund to a customer and automatically take it out of the account of the store? This is exactly what they are doing in this case. I plan on filing this complaint with all of the consumer protection agencies as well as closing my account with them. They are unethical, unscrupulous, and definitely unprofessional! Thank you!Desired Settlement: They should not give this lady a refund. I would bet money that if this item is returned to me it will be damaged and now, I am out the money. I would also bet that the buyer will not return the free case and stand ($15). I know that this may not seem like a big deal to you, and the total amount (fees, postal, items, etc.) is about $115, but it is the principal of the matter. This company is not operating in a professional manner. Items sold on there are general businesses (like retail stores in a mall), or people like me selling misc. items (like a garage sale or flea market). They should not have the right to intervene in these matters...unless of course someone was selling something that was contraband or illegal. In my case, it was neither and this company is totally wrong!

Business

Response:

Review: I began my online venture of selling handmade items on, or about, November *, 2010. During this time, I sold approximately 1,298 handmade items through March **, 2013. The Etsy forum requires a .20 cent charge for every item listed and subsequently sold on their host site, as well as a commissioned fee of 3.5%. In 2012 alone, I spent $1,958.36 in said fees. Additionally, at the time my online shop was permanently suspended, I had approximately 177 listings paid for and deleted by Etsy. My complaint consists of this: sometime in February 2012 I took issue with another shop on Etsy known as [redacted] wherein the owner/designer was clearly disturbed. They sent me messages using the Etsy conversation feature accusing me of stealing their ideas. At that time, I immediately ceased all communications and purchases from [redacted] as I was unwilling to engage with a disgruntled individual. Following my complete sever, I had already referred another to this shop and decided it was for my best interest if I kept this unpleasant experience to myself. I did not disclose this experience to the individual who continued to purchase from this shop with my help. My help did not include the handling of the account, only basic computer skills and the use of my Paypal account which - in my opinion - is the easiest way to buy on Etsy. The individual did not have their own Paypal, nor did they have a purpose for using Etsy aside from my referral. On March *, 2013 I received an inquiry from Etsy regarding registered accounts used from my home computer. These accounts are as follows: [redacted] was my own online store, which is the only account in which I had complete access and control. [redacted] was an account I assisted my sister-in-law to start while residing in my home. Initially she had considered selling her own paintings, but shortly after obtained full-time employment so her interest in selling online diminished. My sister-in-law's only connection to my shop [[redacted]] was a purchase made, which I was forced to cancel because she never produced a check payment. She lived with my family approximately six (6) months and her nonpayment actually resulted in my request for her to find alternative living following her obtaining a job. To the best of my knowledge, this account laid dormant for more than two (2) years. [redacted] also was an account which operated through my sister-in-law, as she assisted her best friend to start the account. This information was unknown to me until I was forced to investigate its connection to my home computer. This account had no connection to my account [[redacted]s]. To the best of my knowledge, this account too laid dormant for more than two (2) years. [redacted] is an account I assisted my daughter's tutor to open, who also had her own personal interest in crafting. Because she was a paid tutor/employee, she requested at times to use my Paypal account to make purchases online. Not only to Etsy, but also [redacted] and [redacted]. The use of my Paypal account was a private matter, however [redacted] was contacted by the disgruntled shop owner [redacted] and blatantly accused of being [redacted]s. This connection was made solely by the Paypal use, which resulted in the closing of [redacted] as it was abundantly clear privacy laws regarding payment had been violated. Following the inquiry made by Etsy, they decided to permanently suspend [redacted]s. After more than two (2) years of growth by advertising, investments and dedication - the online shop known as [redacted] was gone. Etsy did not care to take the time to truly investigate the unfortunate circumstances surrounding the connection to my home computer. Further, certain facts are undeniable. First, two (2) of the accounts were not in operation and were closed immediately by my husband after he called his sister [my sister-in-law] to inform her that an allegation had arisen regarding control of this dormant account. At this time it was disclosed regarding a second account. It took much time to investigate the e-mails used to create these accounts and reset the passwords so they could be deleted - eliminating the illusion of access and/or control. Second, Etsy ignored communications from the owner of [redacted]] and her concerns of privacy violations. Her communications were by e-mail to Etsy Trust & Safety March **, 2013, a copy of which she sent to me. In this communication she explained her business, her use of my Paypal account and the feedback left for [redacted] for their poor customer service. To date, Etsy has taken more than $25,000.00 a year income from my household for their decision to permanently suspend [redacted]s without a fair investigation. They fall on their terms and conditions which state, "Etsy reserves the right to refuse service to anyone, for any reason, at any time." With such a clause, it would mean they can collect listing fees and simply keep them without services rendered. After several communications with the Etsy legal department, I was told my account [[redacted]s] was permanently suspended for: - using an undisclosed account or "sock puppet" for the sole purpose of leaving feedback. - shilling, or the fraudulent inflation of feedback rating by use of an alternate account. With these allegations, Etsy is still implying [redacted] was my account or somehow within my control. [redacted] was open for approximately one (1) year, and the feedback left for [redacted] for poor customer service took place only after they contacted [redacted] and accused them of being [redacted]s. In addition, [redacted] contacted me [[redacted]s] through the Etsy conversation feature and said that I, nor any of my employees were allowed to contact them. This communication left [redacted] with no alternative to contact a shop which she had made purchases for months. Further, [redacted] violated privacy laws in disclosing payment methods to an account which did not make payment. Following the permanent suspension of [redacted]s, I was required to file a copyright infringement complaint with Etsy because [redacted], the very shop who fabricated my connection to [redacted] merely to get my account suspended, actually stole my designs and had them up for sale in her shop. All Etsy did for [redacted] breaking federal law was delete the single listing - while [redacted]s was deleted entirely for false allegations. Etsy's contract is entirely in question. [redacted]s merely helped others onto Etsy, which resulted in sales - a profit to Etsy, and was accused of breaking policy. However [redacted] intentionally broke Etsy policy and federal law and remains open (abuse of feedback, abuse of conversation feature, abuse of privacy laws by disclosing payment methods, copyright infringement). The owner of [redacted] - [redacted] This complaint is truthful under the penalty of perjury.Desired Settlement: Allow [redacted] to be restored and allow the enjoyable business relationship to continue. Further, permanently suspend [redacted] for intentional violations of Etsy policy. Or in the alternative, make payment for damages for abusing their own contract for gain. Damages to include 2013 loss and refund of 177 active listing fees paid.

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the Complaint dated July*, 2013 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue to buy and sell all things handmade. To use the site, each member 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. Suspended or terminated members remain obligated to pay Etsy for all unpaid fees per our Terms of Use.”

The Customer [redacted] was an Etsy member and agreed with Etsy’s Terms of Use and other site policies. Etsy refused service to the Customer on March **, 2013 due to a history of policy violations committed in multiple accounts associated with the Customer. As indicated in the complaint, the Customer’s violations include but are not limited to shilling and creating sock puppet accounts, both of which are expressly prohibited in Etsy’s policies. This information was communicated to the Customer via email.

Despite the clear refusal of service issued on March **, 2013, which included an explanation that the Customer was not permitted to open additional Etsy accounts, the Customer opened a new account and began buying and selling again on April **, 2013. This new account is now closed as well.

Per Etsy’s Terms of Use the Customer is no longer eligible to be an Etsy member in any account.

Etsy considers the matter closed at this time.

Sincerely,

Etsy, Inc.

Business

Response:

Dear Mediator:

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

The Etsy Terms of Use state: “Etsy reserves the right to refuse service to anyone, for any reason, at any time.”

The Customer [redacted] was an Etsy member and agreed with Etsy’s Terms of Use and other site policies, including that quoted above. In accordance with these site policies, Etsy has determined that the Customer is no longer eligible to be an Etsy member.

As Etsy has explained in its previous responses, the Customer was deemed to be associated with accounts that were terminated for policy violations. Those violations, and the manner in which the Customer was connected to the terminated accounts, were detailed in our previous letters. If the Revdex.com has any questions about these policies or the nature of the violations, or requires any additional information to close this case, we ask that they please contact us at [redacted] so that we may explain further.

Thank you.

Sincerely,

Etsy, Inc.

Consumer

Response:

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

Review: Ordered a set of tables from their seller, [redacted] on July **, 2014. I have received nothing, September **, 2014.I have tried to contact this [redacted] on several occasions and they simply ignore my emails, I was provided no phone number. I went to Etsy (the website this [redacted] sells on) with the issue and they are stating that they need to give the seller ([redacted] adequate time to reply.... ??!!This [redacted] is clearly trying to keep my money with out providing any tables. I have received nothing from them and feel that 2 months is plenty of time to have shipped the tables. Now I want my money back ($215.00) and Etsy will not issue me a refund, in fact they won't even help they just keep stringing me along in emails (which takes them 5 days to answer) saying they will be in touch shortly and to keep them updated with the case. Etsy clearly has no intention of helping me and is just letting this [redacted] steal my money.Desired Settlement: I want a refund $215.00 and HIGHLY suggest you shut down Etsy.com as they are providing a place and safe harbor for criminal conduct.

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 the purchase she made from a Seller on Etsy (the “Seller”) have not been delivered. The Customer also states that Etsy has not assisted them in the dispute process.

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 a response from an Etsy Administrator on September ** outlining our case process. In addition, Etsy intervened in the Customer’s case as of September **.

We apologize that the Customer is upset with this procedure, however it is our intention that the Customer and the Seller have the opportunity to work out these reports directly. Please note that an Etsy Administrator has updated the case again today with further direction.

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

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.

Consumer

Response:

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

[Your Answer Here]

I want my money back. You provided theives a venue by which to operate, You gave them the platform and the means to steal from people and then sit smugly in the corner like a child and say "it's not my fault".

We'll, I don't think so.

I want my money back and I want it back now.

You created this venue for people to steal. You should be protecting your customers not the thieves you promote, you made the problem.. now you fix it.

REFUND $215.00

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 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 rejection, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) have not been delivered and they are awaiting a resolution through Etsy’s dispute platform.

I see according to our records that the Customer received a response from an Etsy Administrator on September ** outlining our case process. In addition, Etsy intervened in the Customer’s case on September ** and **.

As the Seller has not yet resolved this concern with the Customer directly, Etsy has intervened as of earlier today and a refund has been issued on the Seller’s behalf. It typically takes 2 to 5 business days for the refund to be reflected in your bank account or card statement.

In the event the Customer requires additional information about the refund issued on the Seller's behalf, we would encourage them to reach out to our Trust team directly ([redacted]).

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 a smash cake outfit on July [redacted] 2014 through Etsy.com but through a contractor which would be rainbow tree boutique, after saying it would be shipped on Aug [redacted] I never received anything so I contacted her & told her I never received a tracking number that my package had been shipped she replies & says that they ran out of fabric & she would look for my invoice & I thanked her for messaging me back & answering my questions & then she messaged back saying she found my invoice & that it would be shipped the week of August **. After I waited until August [redacted] to message her again & see what the status was of my order & that I needed to know asap & if she couldn't send it to me in time I would need a refund. She apologized & said that it would be at my house by August [redacted] well I waited until September [redacted] & it was still not at my doorstep, so I messaged her again to say I needed a refund or my package overnighted & I never received a reply but I got a tracking number that said in the description that the label was made so I contacted my local post office seeing what that meant & they said it wasn't sent just made a label so I messaged her back on September [redacted] telling her that I would be contacting the Revdex.com & that I wanted a refund & she then replies that she only refunds on the [redacted], **, & [redacted]. Im still waiting on my refund.Desired Settlement: REFUND ASAP & change the policy to the truth that she doesn't always ship packages 2-3 weeks after purchasing.

Business

Response:

[redacted] [redacted]

[redacted]

[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 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.

In the event the Customer does not receive their order or a refund from the Seller, we would encourage them to open a case on Etsy to resolve this directly with the Seller. To clarify, Etsy’s case system allows for buyers and sellers on the site to resolve disputes directly.

We ask that the Customer please keep in mind that case eligibility for this order expires on September **, 2014. If the Customer would like to file a case for this order on Etsy, they will need to do so before that date.

Should the Customer need assistance opening a case, we ask that they reach out to our Trust team directly ([redacted]) and we'll be happy to help.

We’re sorry to hear that the Customer’s experience with this Seller has been a disappointing one. 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 placed an order through the company Etsy for six embroidered tea towels from a company called The Vintage Star. I paid $4.00 for each towel and $1.50 shipping per towel. When I received the package, a small corner of the envelope was torn. The USPS had placed a sticker on the package that read "Received in damaged condition". When I opened the package, none of the towels had any tears or dirt on them. Upon closer look, one of the towels was missing part of the embroidery work. Specifically, the embroidery contained a picture of a cat face, but one of the eyes was missing. Strangely, the other towel I ordered with this pattern did have the correct embroidery of two eyes, and the damaged towel had no holes or any indication that the second eye was ever embroidered.

Because I did not receive the damaged towel in the condition I expected, I contacted Etsy through their website and opened a case to try and resolve the issue. I wanted them to either fix the towel, including paying for the shipping to and from their shop, or issue a refund for return shipping and the towel. The solution that The Vintage Star (seller) offered was to file an insurance claim through the USPS. Morally, I don't think that is fair for The Vintage Star to make the USPS pay for "damage" that they did not cause. If the USPS had caused damage, the white towel would have been dirty or torn, which it wasn't. Further, there would have been evidence of an attempt to embroider the missing eye, which there wasn't. I contacted both the seller and Etsy with photo evidence showing them both the package that the towels were shipped in and the towel itself so they knew that I was being truthful.

However, The Vintage Star has been rude and unprofessional. They wrote comments about me in the case file that accused me of trying to hinder their attempt of trying to file an insurance claim and have accused me of being immature and unprofessional. They also accused me of damaging the towel myself to slander their business as well as contacting the USPS multiple times to damage their claim for insurance, which I certainly did not do and am outraged that I was even accused of this. I contacted the USPS exactly once asking what the process of filing an insurance claim was. I did not call them; I simply brought it up to my local post office when I was in there purchasing stamps. I was never rude to the person at the USPS and I certainly never slandered The Vintage Star to USPS, calling them a "fraudulent business" (their words).

Finally, The Vintage Star is also claiming that there should have been no expectation of two eyes, as the picture on their website supposedly shows half of a cat face, but not the eyes. If this is the argument they are using, then why did the other towel arrive as expected, with both eyes?

Overall, this experience has completely soured me on The Vintage Star as well as Etsy: the fact that Etsy is supporting a company that does not honor their purchase orders as expected and then tries to slander the [redacted] when the [redacted] simply asks for a fair restitution for an issue that they did not cause is disgusting and disheartening. I certainly did not wish to take this matter this far, but I feel I have a duty to other potential [redacted]s to warn them about this company.Desired Settlement: I would like a refund of $4.00 for the cost of the towel. If the company would like the towel returned to them, I would want them to pay the cost of the shipping. To ship the towel to them would cost $5.60 through the USPS. Otherwise, if they wish to fix the towel, then I would like them to pay for shipping back to their shop as well as shipping back to me when the work is finished. I understand that the shipping cost exceeds the cost of the towel, but I feel it is justified for the company to pay the cost, as their merchandise did not ship to me in the condition that I expected when I purchased it.

Business

Response:

Review: I escalated a concern that I was having with a seller from Etsy about a package being sent to a wrong address. I filed the complaint on Feb. **, 2014. My case was closed with no investigation into the situation. As Etsy is the only party that can resolve this issue, I am completely upset that I don't have an item that I paid for. At this point, I have not item, and no money.Desired Settlement: I need Etsy to refund my purchase. If they do not, I will escalate my loss of funds to an attorney.

Business

Response:

Review: I just received an email from this company indicating that I owe them $6 dollars for an account I don't use have not used

I have NOT sold anything from this site.. it appears an account was set up in 2011??

I tried to get into this site and close the account and it will not let me UNLESS I pay the $6.00 .. for what?? I have not done any business or otherwise

I did email them and have not received a response .. this account whoever opened it needs to be closed and they need to stop billing me for something

I have not used.. Below is their email.. to me

You need to pay your $6.00 USD balance before you can close your account.

What happens when you close your Account?

Your profile, shop and listings won't appear anywhere on Etsy.

People who try to view your profile, shop or one of your shop's listings will see a message that the page is not available.

Non-delivery cases you have opened will be closed.

Reported non-delivery cases for an items you never received from a shop will no longer be active.

You can reopen your account any time.

If you want to reopen your account, simply sign in to Etsy.com when you want to return. You can also contact Etsy support to help you reopen your account. No one will be able to use your username, and your account settings will remain intact.



Dear [redacted],

Thank you for being an Etsy Seller. Below you will find a summary of your fees for October 2014 for your shop, DesignerDishGloves. Your total statement balance is due now and must be paid by November **, 2014.

Your October 2014 Monthly Statement

Your billing credit card is either expired or expiring this month.

Please sign into your account and update your credit card.

Opening balance



$6.00 usd

This month's fees



$0.00 usd

Payments & credits



($0.00) usd

Statement balance



$6.00 usdDesired Settlement: CLOSE this account.. Stop trying to bill me and leave me alone

Business

Response:

Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated November *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “If Etsy terminates a listing or your account, if you close your account, or if the payment of your Etsy fees cannot be completed for any reason, you remain obligated to pay Etsy for all unpaid fees plus any penalties, if applicable.” In the complaint, the Customer claims that she is unable to close her Etsy account due to an outstanding balance.When the Customer contacted Etsy on November 2, the Customer was advised by an Etsy Administrator why the account could not be closed at the time, and how to view an itemized breakdown of her bill. The Customer was also credited the amount of $3.80 due to changes in Etsy’s fee policy that were made in 2012.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 her bill and closing her account, we would encourage them to reach out to our Billing team directly ([redacted]).We’re sorry to hear that the Customer was concerned by this balance in her account. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I purchased 3 items from this person's etsy shop in may none of which were received the seller has now closed their shop never replied to my messages and I can't file a case as it has been too long although when I could file a case they sent me messages reassuring me my items were being shipped.Desired Settlement: I would like all the money from my transactions refunded to me as I have spent over $100 dollars in total on items I never received.

Business

Response:

Review: I purchased a "dark gray felt wreath from an independent supplier, The Whimsical Tree, that works for Etsy, Inc. The wreath arrived as expected however, the wreath was only "half" finished. The back of the wreath was white styrofoam and the location where I was going to display the wreath exposed the entire wreath, hence, requiring the wreath to be completely finished on both sides. I notified the wreath designer, she apologized and said she would ship me additional "felt" discs that I could affix to the back side of the wreath. When the discs did not arrive, I again notified the owner/designer of The Whimsical Tree, [redacted], and asked when I could expect the "felt discs". She said they had been mailed, apologized and said she would send a second package of "felt discs" and add "tracking" to confirm receipt. To my great disappointment, the second "promised" felt discs never arrived even though I confirmed my address which was the same address where the wreath was originally shipped to. I posted a "warning" to others on The Whimiscal Tree [redacted] page notifying others that this particular wreath is only half finished with a word of caution before placing an order with this contractor/designer, The Whimsical Tree, who fills certain orders for Etsy, Inc. (The designer, [redacted], is located in El Paso, Texas). Within hours of posting this on their [redacted] page, my post was removed. For $50.00, one would hope that the product you order would be "finished" and at the very least, the designer would send you the material to "finish it yourself", although, had it been stated the back of the wreath wound not be "finished", I would have never ordered it. For resolution, I either want the "felt discs" mailed to me immediately or I would like a complete refund. As the wreath stands now, it is unusable in the location it was designed for. BTW, this entire process has been on-going for over two months. This is my first encounter with faulty, on-line product or dealing with the Revdex.com. I hope I have provided you with the information you need for resolution. Thank you for your time and prompt response. Please advise should you need any additional information. Sincerely,Desired Settlement: Either full refund of $50.00 or dark gray "felt discs" matching the existing wreath, mailed to me pronto, so I may "finish" the wreath, myself. My first choice would be that the "felt discs" be mailed to me, (enough discs to cover the entire back side of the wreath).

Business

Response:

Review: I ordered some name blocks from a vendor named [redacted], store named HannaBananasBoutique, through Etsy. I paid $49.50 with my Visa on March **, 2013 to Etsy. The vendor has failed to deliver the ordered blocks and is no longer responding to my emails. I have sent two emails to Etsy requesting action be taken and that my money be refunded but have received no reply. I have called the 866 number listed for etsy.com on my credit card statement but the number is perpetually busy. Etsy billed me for the product, I paid the bill, I have not received any goods, the vendor is no longer answering my emails and I cannot reach anyone at Etsy. There are now 4 listings of negative feedback on this vendor's site with the same issues, including my own, and no word from the company that they will resolve the issue.Desired Settlement: I would like my money back.

Business

Response:

Review: You closed my account, and I have emailed 5 times asking that the TWO UNSHIPPED ITEMS be refunded as you closed my account and I will not be receiving them. Your AUTOMATED response system does not read the email I am sending and just keeps telling me my account is closed and will not be reopened.... I GET THAT... I want the two items you have not yet shipped refunded!Desired Settlement: REFUND MY TWO UNSHIPPED ITEMS!

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 notes that he had two open unfulfilled orders at the time his account was suspended. To clarify, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

However, as a courtesy, we have contacted the Seller the Customer purchased from on the Customer’s behalf. Please note that both orders placed by the Customer prior to their account suspension have now been cancelled and refunded in full.

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

Sincerely,

Consumer

Response:

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

I HATE YOUR COMPANY

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

Sincerely,

Review: I purchased a Louis Vuitton makeup case from a seller on Etsy that was on July * 2014. The seller sent me a Chanel wallet by mistake. When I received the wallet I returned it to the seller when she received the wallet back was to send the louis vuitton makeup case. I do a lot of business with Etsy and I am really upset with this issue.Desired Settlement: I would really like the louis vuitton makeup case, but a refund would be ok. I tried to contacy Etsy directly but really hard to contact them. wait to hear from you. Thanking you in advance.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims that she received an incorrect order, and that the initial 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.

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

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

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

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

Sincerely,

Etsy, Inc.

Review: I returned an order from a merchant on Etsy.com The original store policy did not indicate any restocking fees. The merchant did not refund me my entire purchase price and subtracted $25 for restocking.

I specifically ordered from this merchant because no restocking fees were listed and the store policy was simply: "If you are unsatisfied with your order I will glady refund your purchase"

The merchant subsequently changed their store policy after I requested to return the order. I can attach the original screen capture of the merchant policy in effect at the time I placed the order.Desired Settlement: I want my credit card refunded for the $25

Business

Response:

Review: Greetings, I have emailed Etsy, Inc. to resolve the issue of closing my account Hannah Jai Collection. I opened a new account and within two days the account was suspened. I was forced to pay fees and not allowed to have the account closed due to unsatisfactory on there part. My personal information is out there and I am concerned about fraudelent activity on there part. Nevertheless, I have been a victim of credit card fraud and I am not trying to have this happen again. Furthermore I am requesting that Etsy close my account and delete all my personal information out there system.Desired Settlement: Close my account immediately and delete all my personal information.

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 Privacy Policy states, “Etsy will retain your information for as long as your account is active or as needed to provide you services. If you no longer want Etsy to use your information to provide you services, you may close your account. Etsy will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.”

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 she wishes to have her account with Etsy closed. To clarify, on June **, 2014 the Customer received confirmation via email that an Etsy Administrator had closed their account as requested.

We’re sorry to hear that the Customer did not have a satisfactory experience on our site. Should the Customer have any further questions about their account she may contact [redacted]. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted]

Sincerely,

Etsy, Inc.

Review: Etsy seller "Country Soap Shack" was reported multiple times to Etsy help via email. They have refused to refund my money for non-delivery and and have been hostile in conversation contact. I will refuse to contact this hop shop any further. (Leaving me with no choice but to contact Etsy for help) I have recieved no replies from Etsy as of yet.Desired Settlement: I would like a full refund please.

Business

Response:

I ordered a knife paid 93 dollars. It was a cheap piece of crap blade was made out of aluminum. I could have snapped it in half Complained to esty. They could have cared less did absolutely nothing to help me. DO NOT BUY FROM THIS SITE IF THERE IS PROBLEM YOU ATE ON YOUR OWN. SCAMMERS RUN THIS SITE. DONT BUY. DONY BUY. I am going to report this site to the Attorney General North Carolina

Review: I purchased a wreath from Collections by KG on Etsy on October **, 2015. The wreath was described as a 22" wreath. When the wreath arrived, it arrived in perfect condition, but the wreath was on average **-18". I contacted the seller and requested a full refund because the product was not described accurately. She refused to refund my shipping costs ($20) and requested I ship it back to her for another $20. I then opened a complaint case with Etsy. We bantered back and forth for two weeks. She kept requesting photos, I submitted 3 separate sets of photos on 3 different occasions. The seller tried to justify her 22" description by telling me to fluff and poof this wreath. The mesh and burlap on this wreath is taunt on the wreath, there is no way to fluff or poof any of it. She said if I twist and pull the accent ribbons on the top and bottom of the wreath, it will measure 22". Etsy Trust and Safety requested that I elongate the accent ribbons on the top and bottom of the wreath and then resend photos showing the wreath then would measure 22". Wreaths are round and if described as 22", should be 22" in circumference, not determined by accent ribbons at the top and bottom of the wreath. When I refused to submit the 4th set of photos showing the accent ribbons pulled taunt, Etsy Trust and Safety abruptly closed the case. I have now been on phone tag with them through the phone (they can only contact me) and emails that take 2-3 days for them to respond.Desired Settlement: I want a full refund of $74.99 for this wreath and also not to be made responsible for paying for the $20 return shipping cost.

Business

Response:

November *, 2015[redacted]

[redacted]

[redacted]Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated November *, 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 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.”By agreeing to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the complaint, the Customer claims that she purchased a wreath from a seller on Etsy (the “Seller”) and that she the wreath may be significantly not as the Seller described in the listing purchased.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 operates a shop on Etsy.com.According to our records, the Customer opened a case on Etsy for their transaction with the Seller on October **. To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an order. If necessary, Etsy Administrators may assist in the mediation of the dispute. Our records further indicated that the Etsy Administrator mediating the Customer’s case determined that the item the Customer received was not significantly different than the Seller’s listing description.The Customer may note that, pursuant to Etsy’s policies, we do not mediate cases based on the overall quality of an item received, but must make a determinations in these disputes based on material differences between what is received by a buyer as compared to what was listed by a seller.The Customer was advised to continue pursuing a resolution with the Seller directly. It’s up to each seller to decide how to resolve these kinds of disputes with the buyer. According to our records, the Seller has offered a resolution to this matter that is within their own shop policies. The Customer has declined this resolution.While we understand that the determinations made in our dispute system may not please every member, please be assured that 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 has any further questions about Etsy’s dispute system, she may contact our Trust team for more information at [redacted].Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted].Sincerely,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:

I find it very disturbing as a customer on ETSY website, that they deny themselves any responsibility for sellers decisions/actions that are made on their website despite what their small print agreement states. The one category listed for acceptable returns in regards to customer satisfaction is "item not as described." The wreath that I ordered was supposed to be 22" in size. The wreath is clearly 17-18" circumference as shown in the 3 sets of photographs that I sent on 3 separate occasions. (see attached) Extending accent ribbons does not constitute this to be a 22" wreath. Etsy and the seller are stating that the wreath was supposed to be approximately 22" in size. This wreath was 5 inches shorter in circumference. That's not an accurate description from the seller. 5" on a wreath is quite a size difference. If it was 21" or 20" I could see an approximate measurement, but this wreath was not described accurately in regards to its size. The seller thinks that by extending accent ribbons, that she is justified for a 22" description. I am being held captive by semantics at this point. I went on Collections by KG on ETSY to purchase a 22" wreath, I got a 17-18" wreath. This was not what I wanted. The seller Collections by KG refuses to refund shipping. I paid $55 for this wreath and $19 shipping. She then wants me to return the wreath at a cost of $19 shipping costs. Costing me a total of almost $40 in shipping costs. This seems extremely unfair to me and I have spent weeks trying to get my money back. How is this fair to me as a customer? I have spent hours and hours of emailing phone calls, etc. to get my full refund back. How is it acceptable that ETSY houses these crafters, yet accepts no responsibility when they are taking advantage of customers using their name (ETSY) thinking they are shopping on a reliable, professional, and consumer safe website. I was not going to submit a 4th set of photographs, because extending one accent ribbon for an accurate 22" measurement seems ludicrous.

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

Sincerely,

Business

Response:

November ** , 2015[redacted]

[redacted]

[redacted]Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated November *, 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 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.”By agreeing 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 rejection, the Customer has indicated that she would like a full refund for a wreath she purchased from a seller on Etsy (the “Seller”), as she is not satisfied with the product she received.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 operates a shop on Etsy.com.As previously stated, our records indicate that the Customer filed a Not as Described Case against the Seller on October **. The Case was escalated to an Administrator of the Etsy Trust team for review on October **. It was determined by the Administrator that Etsy was unable to mediate this case further, as the Customer did not provide proof that the item was “not as described.” The Case was closed on November *.The Customer may note that our records indicate that the Seller offered a resolution to this matter that is within their own shop policies. As of today, November **, the Customer has declined this resolution. Although this case is closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, if they would like to pursue a resolution.In the event the Customer has any further questions, she may contact our Trust team for more information at [redacted].Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted].Sincerely,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 becauseEtsy's unableness to mediate the case any further because "the customer didn't provide proof that the item was "not as described" is incorrect. I already submitted 3-4 sets of photographs depicting the item as not as described. The Etsy Trust team closed the case abruptly and implusively without communicating to me anything. They requested photos (that I already sent) then when I stated I was not going to submit the same photographs for the 4/5th time. My comment was that I wasn't going to submit the photographs because it was ludicrous, because I have already done that. The next thing that happened was "Etsy closed the case." It seems as if no one looked into this situation between the seller and myself. Just quickly and impulsively responded when I said I wasn't going to submit the 4/5 set of photos and closed the case and justified it as if I was not providing proof, of which, I already did. Extension accent ribbons on a wreath, does not make it 5" larger in diameter. The way the item was described. The seller offered to credit the $55 for the wreath, but my issue was the $40 in shipping I was going to have to incur. I don't feel I'm responsible for incurring the $40 cost when the item was not described correctly. It says I declined the resolution. This is inaccurate. These responses from Etsy are unacceptable. If they have/share no responsiblities with their sellers, why do they have return policies stated, where "item not described" is an appropriate catagory? I find Etsy's customer service absolutely horrific. Overheard a conversation the other day in the school pickup line where a lady was complaining to another that she ordered tshirts from Etsy, they arrived incorrect and the seller wasn't going to refund her shipping either way either. And she was opening a case, trying to dispute it as well. Seems very familiar to me. Seems unjust to customers and a very unacceptable business practices. Etsy gains from these transactions, yet accepts no responsibilities, despite what their webpage appears to offer "returns/solutions/etc." Reguiring customers/buyers to agree to membership terms, in order to purchase anything, unbeknownst to the customer, that they have no protection from this company if the sellers are unjust/unethical/immoral. They claim to offer solutions/help, but absolutely do not do that at all, trying to worm around the issue with agreement terms, inaccurate analysis of the cases, etc., Unfair!!!"As previously stated, our records indicate that the Customer filed a Not as Described Case against the Seller on October **. The Case was escalated to an Administrator of the Etsy Trust team for review on October **. It was determined by the Administrator that Etsy was unable to mediate this case further, as the Customer did not provide proof that the item was “not as described.” The Case was closed on November *.The Customer may note that our records indicate that the Seller offered a resolution to this matter that is within their own shop policies. As of today, November **, the Customer has declined this resolution. Although this case is closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, if they would like to pursue a resolution.In the event the Customer has any further questions, she may contact our Trust team for more information at [redacted].

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

Sincerely,