Etsy, Inc.

Review: Etsy will not stand by its Trust and Safety Policy and require that a seller refund or repair an item that I purchased. Etsy did not mediate and closed the case without taking in consideration any information provided in their notes.Desired Settlement: I would like my money refunded or the seller to send me the corrected item.

Business

Response:

Review: My shop on etsy.com was closed without warning. I received a short email afterwards saying I had violated their policies. This came out of nowhere and now I have lost my business and income instantly. I tried emailing them asking what I had apparently done but got template responses saying I should refer to their policies but never giving an explanation as to what I had done.They have no direct phone number, I tried using their call back service for important issues such as suspended accounts but never received a phone call back only an automated email saying they will email me soon. I would then simply get the same template response from that.Etsy are simply choosing not to acknowledge my questions and are not offering any kind of customer service for sellers with issues like mine.Desired Settlement: I would like my shop reinstated.

Business

Response:

Review: I opened 2 shops on Etsy in February of 2012. In one of my shops I sold jewelry stamping supplies and in the other shop I sold hand stamped jewelry with quotes on them. Sometimes the quotes are from famous poets or people in history and sometimes they are from popular TV shows and movies. On a couple of occasions I was notified by Etsy that a third party asked them to remove a listing due to copyright infringement. Etsy removed the items and notified me. I emailed the company that supposedly made the claim and apologized. I also asked for help in determining exactly what I was doing that was wrong. For example, I use a quote from the movie The Hunger Games that says "May the odds be ever in your favor". Hunger Games is owned by Lions Gate so I asked them if they owned the phrase "May the odds be ever in your favor" or if they just didn't want me to use "Hunger Games" in my titles and descriptions. I did this with each of the 3 companies that made claims and received no response from any of them. I never relisted the items and I contacted Etsy for help in the matter. Etsy never responded to me. I consulted my attorney for advice on the matter and he said that because there is no database of copyrighted materials the only way to know that something is protected by copyright is if the person who owns the copyright tells you. He advised that I not sell any items related to anyone who had made a claim but that I should continue with the ones that I had not had complaints about until and unless I hear from those companies. I went about my business being careful not to list anything from the three companies I had been contacted about. In May of 2013 Etsy shut down both my shops because they claimed they had gotten another copyright infringement complaint. They have no phone number to call and it takes days to get a response via email. Meanwhile every day I'm down I'm losing an average of $300. When they finally did respond it was a computer generated form letter with no explanation or attempt to resolve the issue at all. I attempted to reach them many many times and always got the same result. Just a form letter. I begged them to contact me so I could speak to a human and resolve this issue but was never able to reach anyone. I was never given any kind of proof that I was actually violating anyone's intellectual property rights and I have reason to believe Etsy may have made at least one of these claims fraudulently. My supply store was shut down as well even though that store never did anything that violated any policies. After a month of getting nowhere and lots of inventory to sell and bills to pay my husband decided to open stores in his name and I would be working for him. Kind of sucks but I can live with it. I couldn't find any rules in Etsy's terms of service or anywhere on Etsy that said this was not allowed so he opened his stores and things were going fine. After a couple of weeks we decided we didn't want to keep the supply store so I sold all my inventory to my sister who lives in another state. She drove to my house to pick up the supplies and I helped her to start her own store on Etsy. We used both her computer and mine to get her shop up and running. A few days later I logged on to Etsy and discovered that my husband's shop had been shut down without explanation. I called my sister and she checked on her shop and sure enough it had been shut down too, also without explanation. My husband emailed Etsy and got the same great customer service I had gotten before. Nothing for days and then an email stating that I/he was banned FOR LIFE and that we cannot even purchase from stores on Etsy. All my suppliers are Etsy store owners. I am still in business on other venues as well as my own website so I need my supplies. Every time I need to make a purchase I have had to open a new account, make the purchase and then my account gets shut down about a week later. I feel this is an unfair business practice on Etsy's part. They should be able to offer proof of a copyright infringement, not just take the word of any "company" that makes a claim, and they should not be able to disrupt my ability to purchase my supplies from Etsy sellers. This business was important to the financial health of my family and Etsy ripped it away unfairly, without any way for me to appeal or even reach a human to speak to. My sister has since sent many letters and emails and received no response. She is completely innocent in all of this and Etsy just won't listen. Since this has happened to me I have heard from many people who have found themselves in the same situation. Etsy needs to know they cannot treat people this way.Desired Settlement: I want to be allowed back on Etsy.

Business

Response:

Review: my Visa was charged $4.00 on 9/*/14 and again on 12/*/14 for $2.30

I don't know who they are. I didn't receive a product.

They don't answer the phone or emailDesired Settlement: I want to know WHO charged me and a refund of the total $6.30

Business

Response:

December**, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated December*, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. In the complaint, the Customer claims to have two unknown charges on her credit card. The Customer was contacted by an Etsy Administrator on December*, 2014. The Etsy Administrator requested additional information necessary to locate the unknown charges. According to our records, on December*, the Customer verified that the unknown charges were valid and resolved this issue.We are sorry to hear of the concern caused by these unknown charges. In the event the Customer requires further assistance with this matter, we would encourage her to reach out to our Verification team directly at [redacted]. Etsy considers the matter closed at this time. Sincerely, [redacted]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 am extremely disappointed with the way etsy handled my issue. I had ordered merchandise from a store on the site and never received them. I had received an email from the store about a month and a half ago that the [redacted] was sick and would be sending our items soon. A couple of weeks pass and I email the store again about the status of the order but never received an answer. I am extremely upset that easy allows these types of people to sell on their site. While the store has been closed (probably because of similar issues), beyond that there were no repercussions for the [redacted]. My options were to follow up with [redacted], and if my issue was not resolved I could follow up with my bank. If I went to a restaurant and had an issue with a particular employee, the entire restaurant would ultimately be responsible for the actions of that employee. It seems that Etsy is using [redacted] as a way to wipe their hands clean of issues because they did not have access to the funds and consequently could not offer a refund. Etsy needs to take responsibility for the actions that happen on its website if it wants to keep its customers happy. If they cannot manage what is handled by [redacted] then maybe they should require [redacted] be paid through the Etsy site so that way they could manage them instead of playing the blame game and pointing fingers. Even if Etsy could not offer a refund, they could offer a gift card or some other compensation. As a very unhappy customer I will not be purchasing anything from Etsy in the future and will instead look for other websites with better business practices. Etsy could learn a thing or two from [redacted]. I have ordered hundreds of items through them and have never had any trouble. While I have received items shipped in bad condition, there is a very easy form online that allows you to report it and exchange it for another item, or you are offered a quick refund.Desired Settlement: The purchase amount was for about $70. I am disappointed that there are several parties that I would've had to have dealt with to make this happen. I believe it is Etsy's responsibility to handle these types of interactions. They also have a very limited amount of time that you can report this. I could not even technically file a complain because the time period has passed. The only reason I allowed this much time to pass was because I had received correspondence from the [redacted] and her extenuating circumstances and I gave her the benefit of the doubt. I would like compensation for $100 because of the time period that has passed and the time that I have taken trying to call/contact all of the parties involved.

Business

Response:

Review: On Nov *, 2013 I order a custom stained glass window on etsy from Stained Glass Fusion, artist/seller [redacted] and [redacted]. The receipt states delivery by Dec [redacted]. I have still not received the item. I have lengthy correspondence with the seller and they have 4-5 promised dates of delivery or vague statements of "ready to ship next week" I was patient at first due to the handmade artist nature of the project and the proximity of my order to Christmastime. In my latest attempt, I asked for pictures to try to ensure that the project is at least underway (despite having been told it was ready to ship). I also asked for a refund or a letter stating I was due for a refund if the item was not delivered. After some delay, I got photos a very small part of the entire project and it is not completely as agreed upon in the final drawing we ordered from. They did not address the request for refund or letter of guarantee at all.

I have tried to file a case with Etsy but I believe they have closed it due to being too long after "delivery". They can clearly see from my emails with the seller that the seller has changed delivery dates many times and that the item is still listed as not shipped. I would think that in the case of something handmade they would have some provision for changing dates. At this point, I feel I have deliberately strung along with promised dates until past the time that an etsy file could be opened.

This item was to be part of a wall in a home remodel and so considerable cost, extra work,, and inconvenience has gone into adjusting for changing dates - carpenters rescheduled etc.

I am able to provide transcripts of the conversations to the seller and photos of the promised item and the work so far on requestDesired Settlement: With this amount of aggravation and the fact the window does not appear as promised/drawn, I am inclined to request a refund. However, there is a hole in my bedroom was that is sized for this window. I would like to have it delivered, but I would like set date in the near future - seller is now saying ready for shipment the [redacted]. I doubt that given the lack of photos of the complete/near complete project. I would also like to be able to inspect with a right to return the item for a full refund given that I already see the project does not match the rendering.

Business

Response:

I purchased a product from Etsy that was not as described when I received it. Also my order was shipped a week late and I was promised priority shipping because of the delay, never was shipped priority, was promised a $25 refund and that was NEVER received. When I contacted the seller about a return on the product she was EXTREMELY RUDE and very pretentious telling me that I was lying and she has a great reputation so there was no possible way my story could be true after I showed her picture proof. Makes sense right? So after she denied me a refund I asked Etsy to step and open a case. When I opened the case I was never told the details of how to go about the case. I emailed a member of the support team with questions and about a week later I got an email from ANOTHER worker with some semi automated message telling me things I already knew.. When I emailed that worker back with the same questions a few days later I got ANOTHER semi automated message from a completely different person who still gave me NO answers to my questions. At this point I asked for a phone call. When I got the call the woman I spoke with told me how to add information to my case log (I was never told how to do this prior to this point) and she told me she saw no photos that I originally uploaded when I filed the complaint. She urged me to upload more photos but gave me no details about how to do so. So naturally I assumed to just upload the photos of my product to prove it was not as described. When uploaded I was then told I have to add my username and date on a piece of paper to prove that it was really me and really the date I said it was. Because that would work so well! I could write whatever I wanted on that piece of paper, how is that logical?? It seemed to be just a nasty way to draw the case out further so over time I would be so annoyed I would't even want to continue with the case and they wouldn't have to deal with me or lose any money.. sound crazy? Not when you hear this next part.. When I asked the support team member about how long I would have to dispute with the buyer on my own until Etsy stepped in and finally gave me my refund she told me there was no set date and that usually these cases are extremely long and drawn out. Absolutely disgraceful and a waste of time. I would tell them to take the money and go screw but this is a decent amount of money I paid for this product! They do not treat their customers fairly so I would INSIST NEVER buying from them

Review: I placed an order for an item on ETSY over 3 weeks ago. It has not been shipping and there is no way for me to file a complaint through ETSY directly to force the seller of the item to give me an update. Order #[redacted].Desired Settlement: I would like an update on my order, immediate shipment and to be provided with a tracking number.

Business

Response:

Review: I am a seller on Etsy and have been for several years in good standing. I sold a product to a woman and she was not satisfied. I offered her a full refund however she refused and wanted me to give most of her money back and keep the item. I told her no and she said if I didn't do as she wanted (the product and the money) she would write a slanderous review of me in the etsy feedback forum. I stuck by my offer to give a full refund if she returned the product. She did do as she said and slandered me in a personal manner in the review. Because of this I am no longer able to sell there as she has defamed my character although I still have several small items for sale that the fees were paid for already. I have gone back and forth with Etsy to remove this personally slanderous comment and they will not as it is not in their policy to do so, or so they say. The comments this one buyer made are all lies because she just wanted both her money and keep the product! Etsy will not remove this and therefore I am paying for the service yet I will probably never get a sale again due to this woman. I want this on record that etsy's policies are harmful as I did nothing wrong other than try to get this woman to send my product back for a full refund. All I wanted from etsy is for them to remove the slanderous comment from my sales page. It is nearly impossible to contact etsy as there is no phone contact for customers (sellers) on this page. It has been a back and forth process through email with no results. My reputation is at stake because of one irrational woman's actions. I do hope I will be able to bring this issue to light as it is very unethical in my opinion. Thank you for your time. [redacted]Desired Settlement: Removal of slanderous feedback comment (review) on the Etsy sales site.

Business

Response:

Review: I have sold through Etsy, INC for over a year and have always been very pleased (though I had never come across any issue) I used my Etsy Shop as my primary source of income, until one day my "shop" was "SUSPENDED". The message said to check my email for further explanation, but they NEVER SENT AN EMAIL EXPLAINING ANYTHING. I sent numerous emails to them asking them why my shop was suspended, and still have not received any word from them. I have now gone under in my business, and have LOST all of my customers because they have literally shut down my business overnight, without any warning!Desired Settlement: I would first like an explanation of what happened with my shop, I would then like for them to help me close out of my old shop and close out all cases. I would also like the opportunity to open a NEW, DIFFERENT shop so that I can try and make a living again. They have completely caused me to lose everything, and I also have a family to support!

Business

Response:

Review: I ordered a wooden pencil box to use in my work because such boxes are sturdy and easy to keep track of. Here is the item: https[redacted] When I received the box, I discovered that the lid will not only NOT stay closed, it will also NOT stay ON. Therefore, it's useless to me. There is no mention in the description of any type of issues with the lid. I contacted the seller, [redacted] of Lexington, KY, who said "Sorry I don't take returns. Maybe you could fix it." The fact that she says this is an acknowledgment that she knowingly sold me a faulty item. I wanted to open a case with Etsy so I went to the Help section and found the instructions. However, the instructions don't tell you until you get to the section where you choose your desired resolution that you can only request a refund via PayPal. It would have been helpful to know this upfront so I didn't waste my time.Desired Settlement: I'd like a full refund of $20, including shipping since I was clearly mislead and ripped off. Thank you.

Business

Response:

Review: I ordered a dress from a seller on Etsy that was supposed to be shipped by the middle of Oct to have it for Halloween. They had no problem taking my money but failed to respond to any emails. Bad reviews started pouring into the comment section of the sellers page, and then the pages information was removed, causing me to believe this seller was no longer in business. Repeated emails to the seller and most of the emails to Etsy went unanswered. In the meantime I purchased another dress and asked that my order from the seller be cancelled. I heard nothing. I then opened a "case" with Etsy and miraculously, my package shipped 2 hours later. I immediately returned the package and advised I wanted a refund. I have heard nothing from the seller, and while I have heard back from Etsy, they say I need to take it up with the seller. I feel as though there is nothing I can do. While the amount is only $50 I feel like I was scammed and this needs to be put to a stop. I understand the seller may have been busy and was overwhelmed, a simple email stating that, and promising that I'd actually have my order prior to Halloween was all that would have been necessary to avoid such an awful experience.Desired Settlement: I want this seller or Etsy to refund my money.

Business

Response:

[redacted]

[redacted] [redacted]

[redacted]

[redacted]

[redacted] [redacted] 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, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer states that after receiving no contact from the Seller, the product she received from an Etsy seller (the “Seller”) was returned to the Seller for 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. To further clarify, Etsy is a marketplace made of individual Sellers with their own return policies, and Etsy is unable to mediate returns or refunds. However, Etsy can help mediate certain kinds of disputes through the Case system. 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 show that the Customer opened a Case against the Seller on October **, but the Case closed when the Seller provided proof that the item was shipped. This case was reopened today, November *, and an Etsy Administrator will be further mediating this dispute.In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted]We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted]. Sincerely, [redacted]Etsy, Inc.

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:

Correct, I knew when I placed my order that if anything should happen, I was to contact the seller. The problem, is that the seller never replied to any correspondence. And when you go to look at her return policy, or anything else about her shop, you find that the shop has been removed. All you are able to see is comments from other people, some happy, most quite upset. Seems to me that if Etsy is going to shut one of their shops down, they could at least contact the people with pending orders and advise that there is an issue. A simple email would have been sufficient. All I'm looking for is to recover my $50. Thanks for your assistance!

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

Sincerely,

Business

Response:

[redacted] [redacted]

[redacted]

[redacted]

[redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated November *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the rejection, the Customer states that she would like to know when she will be refunded by the Seller. 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. To further clarify, Etsy is a marketplace made of individual Sellers with their own return policies. We’re sorry to hear of the Customer’s concern about not being able to locate the Seller on Etsy, however there is a range of reasons why sellers may not appear on the site from time to time. Even though the Seller does not appear on the site at this time, they still have access to the open case in order to work toward a resolution.Our records show that the Seller did not resolve this matter within the case system, and as a result, Etsy issued a full refund to the Customer on the Seller’s behalf earlier today, November **. 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]Once again, we’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Consumer

Response:

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

Sincerely,

Review: I purchased a customized shirt for my son. The delivery status says the product was delivered but I didn't receive it. I contacted the seller who was combative and requested $10 to replace the product. Since the product being lost was not my fault, I do not believe a buyer should pay for a replacement as a act of good business. I contacted Etsy directly and all they said was "There's nothing we can do". I wish there was more to that conversation but I was repeatedly told, "There's nothing we can do". It seemed the person who called me had no interest in assisting me, and kept putting all the power in the hands of the seller, as if Etsy is only a tiny company.

While I do agree that this is not at fault of either me or the buyer, I always though businesses abide by the "customer is always right" mentality, but I believe after this experience this buyer and Etsy corporate have a "buyer is wrong" mentality. I physically do not have the product I ordered, and I'm supposed to be OK with it. The post office told me to file a police report, for a $30 product, I'll need to pay $10 for a police report and waste more time of my days attempting to get this done. All because a buyer and the company that umbrellas her, work by a "customer is always wrong" mentality.

I asked that perhaps they could give me a $10 gift card so that I could order my replacement, because in the end the only person who loses is my son.Desired Settlement: I am going to be paying the $10 for a replacement, and hopefully have the replacement product by September [redacted], when I need it by. Besides a refund for the $10 I have to pay, I would like Etsy to look more into their customer service practices. I completely understand that they host the sellers, but for instance [redacted] hosts people selling tickets, but if someone sells tickets and somethings wrong with them, [redacted] has the power to force the sellers to buy replacement tickets. The thought process that they're simply a host is meant to make it look like they have nothing to do with the sellers, but the sellers to pay to be on their site, and therefore should have to some power over them. I honestly never felt so offended throughout this process. Not only do I not physically have the product, I am basically being told there's nothing they can do, and I in fact have to pay more money to get it.

Business

Response:

[redacted] [redacted]

[redacted]

[redacted]

[redacted] [redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims the purchase he made from a Seller on Etsy (the “Seller”) was shipped with a tracking number provided by the Seller showing delivery, however it was not received by the Customer.

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 August **, 2014 that the Customer’s order had been shipped. The proof of shipment provided by the Seller (USPS Tracking #[redacted]) appears to be valid. However, as the Customer noted, the Seller has sent a second shipment at this time (USPS Tracking #[redacted]) which is currently in route to the Customer.

As a venue, Etsy is unable to hold a Seller responsible for items shipped with tracking to the delivery on the Customer’s receipt. However, in the event the Customer does not receive the second order, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance in resolving this concern.

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 even though I feel that Etsy hides a personal bailout in their terms of use so that they can never be blamed for anything. I received my 2nd shipment, with no help from Revdex.com or Etsy.

Sincerely,

Review: Jan **, 2014 I placed an order #[redacted] via the ETSY website. I gave them payment information, payment was received and confirmed but item was never delivered. I have reached out to the seller on several occasions with only false promises of item being shipped. I have reached out to ETSY and asked for assistance with getting product shipped or assistance in obtaining a full refund., no assistance from ETSY either.Desired Settlement: As the chances of getting the items I ordered are slim to none, I would like a full refund of my payment.

Business

Response:

Review: I purchased merchandise directly through a seller on Etsy.com, 2 seatbelt pillows for a total of $28.98. I completed payment for this order through Etsy's direct checkout. Since I paid for the order via direct checkout, the funds are immediately taken from my bank and given to Etsy to hold. Once the seller ships the item, the funds then go to the seller. In my case, the seller never shipped me the items, so Etsy has my money, and refuses to release the funds back to me and give me a refund until the seller indicates that I should get a refund (which has not happened). I have tried contacting Etsy on numerous occasions and I am getting sparse and intermittent responses, both from the Etsy customer service rep and the seller.Desired Settlement: I just want $28.98 back in my bank account.

Consumer

Response:

I received a full refund. 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,

I have always been a huge fan of Etsy and supporter of hand made goods until recently. I made a purchase from a seller on Etsy ([redacted]i) for a pair of wine glasses for my best friend's birthday, and the processing time was 3-4 weeks. After 5 weeks, I politely asked the status of my order (it had been a week since the birthday of the recipient), and the seller informed me that she messed up my order and then proceeded to blame me for her mistake since I did not message her about my custom order beforehand-- which I actually had done, but she didn't bother to look. She did not apologize, and then told me it would be shipped in a couple of days. After another week, I filed a case against her since I had not received my order, and I wanted a refund. After SEVEN WEEKS, she sends the order to my friend whom I have already informed that she would not be receiving the gift. Etsy did absolutely nothing to help me get my money back, and just watched the seller call me a liar even though I had screenshots proving that I was being completely honest. So now, after eight weeks, my package has been marked as delivered and my case is closed. This woman STOLE MY MONEY and Etsy let it happened. I spent $30 on two wine glasses to be shipped no later than 4 weeks. I did NOT get the service I paid for and I'm appalled that Etsy thought that this was okay. I'm totally embarrassed by the whole situation, and feel terrible that my best friend got her birthday gift a month late.

Review: I am a local dress designer. I used to advertise my custom gown service on Etsy. I also posted pictures of a few dresses that were made that I was trying to sell. Someone who was looking for bridal gowns on Etsy claimed to Etsy that my garments were not "handmade"..... I found this to be extremely ridiculous since ALL clothing is made by someones hand. Nevertheless, I received a long email requesting many things from me to prove that my garments were made with a hand. Most of the questions were silly - as that information was clearly noted on my "shop" as they call it. Still I responded and gave them what they asked for in the email. I then got a response from the same person ([redacted]) at Etsy that said the information was not sufficient. This did not make sense. They asked for pictures of "raw materials". I sent it. They asked for me to sit down and make a dress and then take pictures of me doing it. I thought that was crazy as well. It seemed quite illogical for me to go and buy fabric and make a dress for Etsy that they were not going to buy..... Still I sent pictures of one of my dresses as it was in the process of being made. [redacted]......still did not accept what she asked for and they suspended my account. And stated the reason was for "integrity"s sake....

This also made no sense....because then and now they have "shops" on their site are bridal gown factories in China. Most of the images that are being used in the wedding dresses section are photo shots from print ads. Nothing about the shop or their pictures look "handmade" as they call it. I brought it up their attention and nothing was done. BUt [redacted] suspended my account - probably because I told her the questions she asked were silly and did not pertain to me and it seemed like a form letter.

The majority of the people selling wedding dresses on Etsy are not individuals.... They are large Bridal Companies that have production workers sew their designs (with their hands) on a sewing machine. And some of them are actual Bridal Salons....who show pictures of designers dresses for brides to consider...then that bridal salon contacts dress designers (like myself) to make the dresses (by hand) so they can resell it to the bride.Desired Settlement: [redacted] responded to my irritation with malice and suspended my account.

If Etsy wants to see a video or hundreds of pictures of their vendors making their products then they should request it from all vendors and not just select ones that are brought to their attention by a disgruntled shopper.

It should be fair across the board - to protect the "integrity". Etsy needs to ask ALL of the vendors for the same information. Otherwise it is extremely subjective and unfair.

I provided Etsy with pictures of one of my dresses in construction phase. I showed them pictures of my workplace, materials used, machines used and pictures of the finished project. The pictures were taken in side my home (not in a factory). The pictures were of the dress on a manequin - not a model. They were in house pictures not professional ones (like what they are allowing on Etsy at this very moment. I answered their questions and provided everything they asked! Because of this my account should be reinstated.

Business

Response:

Review: I have been a loyal etsy seller for 3 years. With the nature of my business, there are times when issues arise however I have always made it my absolute first priority to take care of any and all issues. On Wednesday 8/*, I was notified that my shops listings had been temporarily disabled to a high volume of cases opened against my store. Since then, I have tried multiple times to reach someone at Etsy to speak about my shops status. My shop is how I provide for my family and in order for me to provide for my family AND maintain a successful shop, I must generate an income. However, Etsy made a decision without any prior warning, no communication, etc and I am very disheartened by it. You cannot and should never do this to your customers without communicating with them FIRST. I pay a lot of money to Etsy to maintain my shop and while they've made it nearly impossible for my shop to generate revenue, my bills to the shop, my employees, cost of supplies and my household duties did not stop. I have sent messages to Etsy for 2 days since I am unable to call them and requesting a call back via their call back feature has also been disabled. I am very dissatisfied and I am wondering if what they are doing is legal at this point. To disable my shops visibility and make it nearly impossible to find if you do not have my shops link stored, is unprofessional and overzealous. I run a legit business however I am being criminalized because of a few difficulties. Running a business dealing with something as sensitive as weddings, the volume is high but the emotion is even higher. Its expected that there will be a few difficulties. Some type of communication prior to making such a hasty decision would have been ideal and I believe should be required of Etsy as I stated, monthly I pay next to 600.00 to keep running.Desired Settlement: I would like to have some communication from someone of authority at Etsy. I would like my shop to return to normal status and to get an understanding of WHY a decision was made regarding My shop prior to speaking with me. Why offer no solutions so that it wouldnt result to this? Why make the decision for me without hearing my side? I would like this to have been handled better and FAIR.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated August *, 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'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 (a seller on Etsy) claims that listings for the items she sells on Etsy were disabled on August *, 2015. The customer also claims that she was not notified of pending action against her account prior to this date. According to our records, the Customer’s listings were removed from the Etsy marketplace due to a high volume of non-delivery reports filed against the Customer’s shop. As the Customer’s has taken the requested action to decrease the number of overdue orders in their account, the Customer’s listings were restored to Etsy’s search results on August **, 2015 and remain restored in search results at this time. We do not make the decision to take action on an account, in any capacity, without great consideration. In the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted] Sincerely,[redacted]Etsy, Inc.

Review: I started a shop on etsy about a week ago. I read all the guidelines and filled out all required information. I did everything I was supposed to do. Yesterday, May [redacted] 2015, my account was terminated and I wasn't even informed about it. The only way I knew was when I shared a link and when people clicked on it I was told it didn't work so I clicked on it myself and a message popped up saying seller didn't exist. I contacted them and got a very vague reply saying I somehow showed inconsistencies and didn't comply to the guidelines but I never got an exact reason. I've checked over and over and sent multiple emails and tried calling and I haven't done anything wrong and was very wrongly terminated. I didn't have time to even show inconsistencies. I've only had the shop less than a week and was still setting it up and haven't even sold anything. I wasn't even given a chance really.Desired Settlement: I would like an explanation and my account to be reinstated and for them to stop treating people this way.

Business

Response:

To: The Revdex.com [redacted]Via Email: [redacted]Re: Case #[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the response to our reply to a complaint dated 5/**/15 against Etsy, Inc. (“Etsy”). 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 by using the site, the Customer agreed with Etsy’s Terms of Use. The Etsy Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” The Customer is an Etsy member and agreed with Etsy’s Terms of Use and other site policies. Etsy's policies describe the criteria for having a shop and listing items in the Etsy marketplace. There are very specific standards for what can be listed as on the site. The Etsy Terms of Use state, “By listing an item on the Site you warrant that you and all aspects of the item comply with Etsy's published policies.” The policies also clearly 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.” Etsy sellers may sell items that are handmade, vintage (20+ years old), or craft supplies. After a careful investigation, Etsy determined that certain items the Customer's shops did not qualify and therefore may not be listed on the site. We note that members of our Integrity team reached out to the Customer on multiple occasions about this. Should the Customer have any additional questions about this, she may contact [redacted].Etsy considers this matter closed. Sincerely, [redacted]Etsy, Inc.

Review: I purchased a set of rings for my mother for mothers day from [redacted]) on 5/**/13 and the estimated time for delivery was four weeks. [redacted] the assistant to the shop owner emailed me saying the rings would be shipped out by the end of June via USPS. On June [redacted] emailed me again saying that shop owner [redacted] had been out of the studio because of personal reasons and that the rings would be shipped soon. On July ** I emailed [redacted] asking for an update on my purchase, she emailed back on July [redacted] and said it had been shipped already. After countless emails requesting a tracking number for my package I received an email on July [redacted] apologizing that my mother had still not received her rings and she would look into it, but still did not provide a tracking number. My mother finally got her rings on July ** but by August [redacted] my mom had to contact them because one of the rings had fallen apart. She received an email from [redacted] that same day saying to send the ring back and they would fix it and reimburse her for the cost of shipping. My mother and I have both emailed [redacted] wondering when the ring would be shipped back, on October [redacted] had said that [redacted] had remade and reshipped the ring the week prior and it should be there any day now. On October [redacted] my mom sent another email requesting a tracking a number neither her nor I have received an email back from them and my mother has still not received her ring or reimbursement for shipping.Desired Settlement: My brother and I had these rings specially made for my mother all we want is the ring to be made and sent with in the next three days and provide a tracking number for the shipment.

Business

Response:



November **, 2013

[redacted] [redacted]

Dear Mediator:

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

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

In the complaint, the Customer explains that she has not received an item purchased from the shop “[redacted]” run by Etsy member “[redacted]”. [redacted] is not an employee of Etsy, but rather an Etsy member who operates a shop on Etsy. Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Etsy did not receive any payment from the Customer for this purchase. We sincerely hope the Customer is able to pursue a refund with the payment merchant they used, [redacted], or through their bank or credit card provider.

It’s unfortunate that the Customer did not have a satisfactory experience with an Etsy seller. We sincerely hope the Customer can resolve this issue directly with the seller or with the appropriate payment merchant. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]

Sincerely,

Etsy, Inc.

[redacted] • ###-###-#### (t) • ###-###-#### (f)