Etsy, Inc.

Review: I ordered a hat from a seller through Etsy about two weeks ago. It has yet to ship, let alone arrive to my home. Although Etsy is not the company that sells nor ships the items posted on their website, they have a certain accountability to the buyers. They allow these buyers and sellers to exchange items on their website, they receive a percentage of each purchase, and their reviews are based on each unique customer experience. I should not have to stalk the seller who has failed to send my product. Instead, Etsy needs to be responsible for holding buyers' money until it has been confirmed that items have been received; since they put on the air of the middleman, they should play the role. Furthermore, there are no ways to instantly access Etsy headquarters - no chat and most importantly, no direct phone number. The company recently advertised an up-and-coming customer service implementation, but I have yet to see (or hear) anything new. This was my first purchase from Etsy and will likely be my last, as it was unpleasant. Unfortunately, I am not the only consumer to complain of such an experience.Desired Settlement: If Etsy cannot ensure that I receive my product BEFORE Christmas, then I would like a FULL refund, preferably 3-5 business days after this complaint is processed. I would also like them to be more interactive with the people who visit their site and attempt to help out more in situations like this.

Business

Response:

Review: Hi, I had made two purchases online from the same etsy seller the same day in March 2013, when I contacted her past the delivery date, she said tht she had shipped them the very next day... But I told her tht I had not recieved any order of mine...!! And then I contacted etsy support who opened a case...!! But they closed the case even without confirming with me whether I had received any item or not..!! Upon contacting the seller again, she said tht she had shipped anothr package, so I trusted her word, and yet again did not recieve anything from her...!! Again I contacted her and asked for shipping details, and the reciepts of her sending me my order...!!! But she did not metion anything, and now she refuses to refund my money, and I have not recieved my order till date whch was ordered in march...!! Etsy support also does not leave me with very manyh options, as they do not reply back on time and the seller has stopped replying bk to my mails...!!! She has to refund me $85.99 ...!! I am also sending the two transaction id's and the seller's name link and shop link..!! Sold on March **, 2013 Transaction # [redacted] Sold on March **, 2013 Transaction # [redacted] http[redacted]Desired Settlement: I wud like my money to be refunded which is $85.99

Business

Response:

Dear Mediator:

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

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

In the complaint, the Customer indicates that she ordered from the seller MysticMoonshines. MysticMoonshines is not an employee of Etsy, but rather a person who operates a shop on Etsy. Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller.

The Customer has filed a Non Delivery case for this transaction through Etsy. According to Etsy policy, “Non-delivery occurs when a seller does not ship an item after a transaction has been created and the buyer paid. The buyer may file a non-delivery report with Etsy against the seller within a reasonable time frame. When a non-delivery report is filed, both the buyer and the seller receive a notice from Etsy about the report so they can work out the issue.” The Customer’s Non Delivery case is open and will continue to escalate each week. If MysticMoonshines does not respond or resolve the case, by either providing proof that they shipped the item to the Customer or proof that they refunded the Customer, Etsy may intervene and issue a refund. Our records indicate that we have communicated this information to the Customer via email and in the case log. If the Customer needs further clarification about this process, she should contact Etsy at [redacted].

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

Sincerely,

Etsy, Inc.

Business

Response:

Dear Mediator:

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

The Customer [redacted] is an Etsy member and agreed with Etsy’s Terms of Use, including the provision that releases Etsy of all liability relating to purchases made from third party vendors on the site.

Etsy issued the Customer a full refund for her purchase with MysticMoonshines on June **, 2013 in the amount of $85.99. As previously explained to both the Customer and the Revdex.com, this was the result of the resolution of the Non-Delivery case the Customer filed with Etsy.

Etsy considers this matter closed.

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,

Thank u Thank u sooooo much....!!!! If it were not for Revdex.com, this case could not have been resolved....!!!! Revdex.com is the BEST....!!!! [redacted] Thank u once again Revdex.com, for ur strong support....!!!! My best wishe are always going to be with u....!!!!

I left a truthful review on this seller, [redacted] (of which I have evidences to prove) and she responded at my review in a very dishonest way by defaming my character as a buyer. According to her, I filed a dispute within 3 days of my purchase, then she said that "once the package arrived, she claimed it was empty", and she said that I was determined to get the charms for free. All of these are a lie! I bought the item on Jan [redacted] and didn't receive anything, I contacted the seller, and she didn't respond at all. So, then I filed a case on January [redacted]. And so where did she get that I "claimed that the box was empty" if she didn't respond to my emails and didn't even talk to me. She closed the case by saying the merchandise was lost in the mail. You need to get at the bottom of this, If this seller will not Be honest on her response Regarding my review, then this is a clear case of Libel.

This seller represents ETSY and she is not doing a very good job on it!

this is the link of my review and the seller's ([redacted]) response.

I just started buying [redacted] charms at ETSY and not all of the sellers are like this seller, [redacted] who is rude, liar and doesn't have proper business etiquette.

I hope this seller ([redacted]) will be reprimanded. And I want her response against me will be removed.

The rate "0" below is for the [redacted] seller alone.

Review: I ordered an item through the Etsy website and the wrong item was received. Between the time I ordered the item and the time the wrong item was received, Etsy banned the seller from their website. I am unable to contact the individual to rectify the situation and Etsy has not been helpful at resolving the issue. They keep sending me emails advising of the contested charges process for the credit card companies and [redacted]Desired Settlement: I want Etsy to refund me the purchase price of the item since I am unable to contact the seller due to them banning him/her from their website. They have made it impossible to get this situation resolved.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy 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 not as described. Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller from whom the Customer purchased is not an employee of Etsy, but previously operated a shop on Etsy.com. Unfortunately, the Seller no longer qualifies to be a member of Etsy and will not be returning to the site. Even though Etsy is unable to mediate this matter through the Case system, the Customer can still open a refund claim based on his payment method.Because the Customer paid for this order via [redacted], Etsy does not have access to his payment. For this reason, Etsy is unable to issue a refund on the Seller’s behalf. The Customer may wish to contact [redacted], or his bank or credit card issuer, to see whether he is able to obtain a refund.The Customer may also wish to contact the Seller through email. The Seller’s email address can be found on the Etsy receipt for this purchase.In the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ([redacted]) for assistance. We’re sorry to hear that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I ordered a backpack from a Seller on the Etsy.com web site on November**, 2014. I paid $34 (including shipping) visa [redacted] as instructed on the web site. It was stated on their web site that the shipment would occur by Dec.*, 2014. It is still listed as "NOT SHIPPED." Based on Etsy.com's guidelines in cases of non-receipt or non-shipment, the next course of action is to "Contact the Seller." I clicked on the Contact Seller form, then hit Submit. A message generates stating the seller is "NOT A VALID USER." Doing more research, this Seller ("[redacted]") is no longer on Etsy.com at all! I looked over the contact details for [redacted] in [redacted]. I sent an e-mail to the e-mail address provided on the receipt. I received no response. I then investigated the next course of action on the Etsy.com web site, which is to "Open a Case" by clicking on the Open a Case link on the Purchases page. Well, there is NO link. It only takes you to a Help section which tells you to click on the Open a Case link (which brings you back to the Help section!!!). It's circular and therefore does not allow you to open a case in fact. Worse yet, Etsy.com boasts customer supporty by phone 7 days a week from 10:00 a.m to 10:00 p.m. but do not provide a number to call! They make you fill out a form that takes you back to the Help section! Frustrating! I only found the number ###-###-#### via the Revdex.com web site but when I call, it says they do not take direct calls but to e-mail them at: [redacted]. I sent them an e-mail and have received no response!! In review, I bought an item at Etsy.com from a seller that since taking my money has disappeared from their web site and no longer has active status (which means I cannot contact them!). Also, Etsy.com provides no reasonable means of contacting them to file a complaint and therefore I have no ability to resolve this situation. Also, when I checked the information on the [redacted] receipt, it did not list [redacted] as the recipient. I realized today it lists someone named [redacted] and listed as "Non-U.S. Verified." I thought I was buying from someone in [redacted]!! Now, I am suspecting I may be the victim of fraud and desperately need Etsy.com to get involved or reimburse me my $34.Desired Settlement: I want Etsy.com to refund my charge as I never received the item I paid for, the Seller did not ship the item by the appointed "last" date, the Seller has since disappeared from their web site (suggesting possible fraudulent behavior by taking money and disappearing), and Etsy.com therefore provides no means for me to settle any dispute, nor do they provide any reasonable means for me to communicate with them.

Business

Response:

December**, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated December*, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy 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”) 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 previously operated a shop on Etsy.com. Unfortunately, the Seller from whom the Customer ordered no longer qualifies to be a member of Etsy and will not be returning to the site. Although the Customer is unable to file a case for this order on Etsy, he can still open a refund claim based on his payment method.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]) for assistance. We’re sorry to hear that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: I ordered a necklace for my daughter. It was the howling wolf necklace for $7.00 plus shipping made the total $13.50. I ordered the necklace in the begining of June and the necklace never came. I e-mailed them and they have never returned my e-mail.Desired Settlement: I either want my money back or send me my product I ordered

Business

Response:

Review: I am a seller on Etsy. I had two listed items de-activated by Etsy in July, 2015. They were antique ivory carved buttons...Ivory in the sense of color - not real ivory. Etsy de-activated them as selling real ivory or bone is prohibited on this site. I didn't realize that but didn't think about it at the time since they are not real ivory anyway. At the top of the page, they gave me the option to "edit" the listing and "relist" it. I edited the listing to reflect "faux" ivory which is fake ivory. They said it was too late and I couldn't change it and they would not relist my items and I never did.

I had three items de-activated by Etsy March **, 2016.

The first was a pair of costume jewelry vintage pearl drop earrings with a satin fabric rose and rhinestones. I described the earring as having a rich ivory look - again referring to the color. They deactivated them for prohibited sale of ivory. The earrings have been listed on here for over a year and they are costume jewelry not ivory. The second was a set of French Ivory Celluloid Knives that I listed in September, 2014. French Ivory Celluloid is a manmade product and it is not ivory and is not produced by any animal. It can be found in any publication regarding vintage and antique items as it was used in many vintage items especially flatware. I sent this info to Etsy regarding this manmade item as it is NOT in any way, real ivory or bone. They ignored it.

The third item is a necklace of carved beads that are not real ivory or bone but faux ivory or bone. This item was listed September, 2015. I describe it as faux ivory or faux bone since it is not real ivory or real bone. Etsy informed me that I cannot do this and that I cannot use the word "faux" and refused to re-list the item. If real ivory and bone is prohibited and you have an item that resembles that look and is fake then telling people it is "faux" is the right thing to do. In all this time of a year and a half nobody has contacted me about these items. They re-listed the earrings, obviously realizing they made an error but refuse to re-list the rest claiming "[redacted]". This clearly states that I have altered the listings from the original listing which supposedly stated that they were associated with prohibited products. I never altered these listings from the original content. They are the original listings from the dates I mention above and I never changed any of the information - nor does any of this information in the original listing reflect the use of animal products or prohibited product. I never changed these listings at any time and I never had Etsy contact me about them previously. There are many who sell items similar to these items on Etsy who describe them exactly the way I have as "faux" ivory or bone. They have been allowed to have their listings remain for sale. There are also many who are selling items similar to these that actually call them ivory or bone without using the word "faux" and their items have been allowed to stay as well... even when one interprets that as being real ivory or bone. There are other sellers selling French Ivory Celluloid just like my knives. I have written them several times pleading my case. I have reported items on this site similar to my own using their own words in the reasoning for my reporting them. I have asked for proof that I have altered these listings and have gotten nothing. I am being discriminated against and being treated unfairly for some reason in addition to being accused of something I did not do. So many other listings are allowed to stay while mine are not which not only makes no sense but is incredibly unfair. It has been apparent to me that they are using the buzz word "ivory" trying to find people who are violating their prohibited items rule. I find this to be quite careless since Ivory is a color and a common word that is in constant usage among vintage and antique items. It is ridiculous that they could flag so much with the word ivory.

How is it that a business this large with this many users are not required to have a phone number to call and that everything must be done via email?

This deactivation of my items is unjust, violating my selling rights and interfering with my livelihood.Desired Settlement: I want my items to be re-activated since they do not involve the sale of prohibited materials from animals and because my original listings reflect that and were never altered or changed.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: ''This letter sets forth Etsy’s position regarding the complaint dated March **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) was an Etsy member and agreed with Etsy’s Terms of Use. The Etsy Terms of Use state, “You agree that you will not post any content that is abusive, threatening, defamatory, obscene, vulgar or otherwise offensive or in violation of our Prohibited Items Policy, Community Policy or any part of our Terms." In the complaint, the Customer complains that certain listings in her Etsy shop were deactivated in accordance with the Prohibited Items policy. According to our records, one of our Integrity team members is currently assisting the Customer with this issue. We ask that the Customer continue to correspond with this Integrity team member to resolve this matter. Because the Customer's listing content resembled ivory, was associated with ivory in the presentation of the listings, and did not have its exact materials clearly disclosed up front, Etsy was not be able to accommodate it. In addition to the fact that ivory products are heavily regulated worldwide, these types of animal products do not align with Etsy's company values. To ensure that prohibited animal products are not sold on Etsy, we reserve the right to remove any items that we believe run an unreasonable risk of violating our policies. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted]. Sincerely, PatriciaEtsy, Inc.

Consumer

Response:

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

[Etsy claims that they have been working with me regarding this complaint. This is not so. On 3/**/2016 a different representative from Etsy named Patrick emailed me the exact same information regarding prohibited items that the previous person had done. In that previous email I had asked questions that still have never been answered. I emailed Patrick back on 3/**/16 reiterating my concerns. As of today, April [redacted], there has been no response to my e mail by him or anyone else at Etsy. I am going to state again that Etsy had informed me that they had reached out to me recently regarding me selling prohibited items in my etsy shop. They went on further to say that since I had altered my original listings of these items, they were being deactivated. I was never recently contacted by Etsy for this reason and I never altered any listings...these are the original listings. I also have not broken any rules on Etsy by selling prohibited items. One item in question is fake or "faux" ivory beads. If an item is not real ivory then it is stated at fake ivory. Not only has etsy told me this is not allowed, I have sent them several listings from Etsy from other sellers who are not only selling "faux" ivory items but they are selling items that state they are actually ivory - not faux or fake and their items have been allowed to stay on the etsy site for sale. Another item of mine that was deactivated were French Ivory Celluloid Knives. French Ivory Celluloid is a man made item - it has nothing to do with ivory or prohibited items. I have pointed this out to etsy several times. Their last correspondence states that I can re-list the item if I remove the word ivory. This is not acceptable as they are not French Celluloid Knives, they are French Ivory Celluloid Knives and Etsy needs to acknowledge this as a man made item with no wrong doing on my part. To make matters much worse, I sent them approximately 20-25 listings from the Etsy site - almost exact to the items of mine that have been deactivated - at least 12 of them are for items described just like mine: "French Ivory Celluloid" and these items have been allowed to stay on site and for sale. How is that okay for these items to stay while mine are not? This is discrimination. Their response time is very bad. I keep asking for answers to my questions and the proof of their previous contact that I violated and I get nothing from them other than the same statements made over and over again. And apparently they are saying the same thing to the Revdex.com. I am attaching a copy of my last correspondence to them that has not been answered. Sincerely, [redacted]

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 sets forth Etsy’s position regarding the second rejection of our response to the complaint dated March **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) was an Etsy member and agreed with Etsy’s Terms of Use. As we have stated previously, Etsy reserves the right to remove any items that we believe run an unreasonable risk of violating our policies including our Prohibited Items policy. We still have not received any response from the Customer to our March **, 2016 email stating that we may look into potentially reactivating one of the listings in question, should the Customer revise the listing information. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted] Sincerely, PatriciaEtsy, 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:

[Revdex.com may go ahead and close this complaint but I will NEVER accept this response. If Etsy can do whatever they choose to sellers who follow their rules and are penalized for that, then there is nothing more anyone can do. By the same token I will NOT go on record as accepting their response since they DID NOT ANSWER any questions that were given them regarding their discrimination toward me which has fractured my livelihood. They are clearly allowing other sellers to continue to sell the exact same items just like mine only mine they have chosen to deactivate. These generic responses that they can do whatever they want are not acceptable so I cannot and will not ever agree to it. So please ETSY stop responding with these same generic responses - it is infuriating and getting us nowhere. Furthermore, dealing with the Revdex.com has been a major disappointment and a waste of my time because Revdex.com never pursued the answers from Etsy that I deserved. I hope this saves other sellers from wasting their precious time as well. our Answer Here]

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

Sincerely,

Review: Etsy continues to charge me for a "seller's account" after "banning" my ability to sell, as well as any and all activity on their website. Because of the way that they have banned my account, I am unable to even log in to be able to cancel my seller's account in order to stop accruing additional fees. It is either an error in their web coding or a scam in order to rack up debt with thousands of users, that they will later collect on.Desired Settlement: Etsy needs to cancel any fees they have charged me for having a seller's account after blocking my ability to sell.

Business

Response:

Review: I ordered a personalized shirt and one-sie from a vendor listed on Etsy.com and have not received the item. I have gone through Etsy.com's procedure for this, and have not heard back from either the seller or Etsy.com. Here is a list of my activities: Purchased the items through Etsy.com from [redacted] and charged $45.55 on February **, 2014 - Transaction ID [redacted]. The item was marked as shipped on March **, 2014. I didn't receive the item, so per Etsy.com's policy, I contacted the seller via Etsy.com mail twice on April **, 2014. I also emailed [redacted] via their website. Since I didn't receive an email or phone call back, I emailed again on April **, 2014 and today, April **, 2014. Since I didn't hear back, I also opened a case through Etsy.com on April **, 2014. I still have not heard back from an Etsy.com representative, so I went on their website to "Request a Phone Call" because they don't have a phone number listed anywhere on the site. The "Request a Phone Call" button is conveniently unavailable to click on. I could only request to be contacted via email. I am extremely unhappy with both Etsy.com and [redacted]. I feel as though I have been taken and am now out $45.55, as well as the Easter shirt and onesie I ordered for my daughters. My Etsy.com case # is [redacted].Desired Settlement: I would like a full refund of $45.55, as well as the shirt and onesie that I ordered and to have it delivered by this Friday, April **, 2014.

Business

Response:

Review: A month ago I ordered two product, a Swiffer Wet Jet re-useable pad (2) from a vendor selling under Etsy. The pads arrived and did not work on the Swiffer Wet Jet as advertised. My frustration is after filing a complaint that has drug on for almost a month, Etsy closed my case telling me I was welcome to contact the vendor on my own to work things out. While the purchase amount was small, the part that frustrates me is I was sold a product that did not work as advertised and Etsy would not honor their customer service.Desired Settlement: I honestly would like a refund, as I can not use the item I purchased. The purchase amount was small, but we are in a situation where we have to watch every penny. My main intent on filing a complaint is for future customers. I feel Etsy has extremely bad customer service in the case of a problem with the order. I feel future customers need to either be aware of this issue or hopeully the issue can be addressed.

Business

Response:

Review: Dear Sir or Madam;

I beseech you to look into this matter on my behalf.

Approximately 2 years ago I started an internet sales shop "[redacted]" on ETSY.COM. I have spent thousands of hours and tens of thousands of dollars building my business. Etsy sells vintage items or hand crafted items. I have posted over 1000 items since I began my business (each item takes about 2 hours to complete and post). Etsy has suspended my shop several times without notification. The suspension can last 3-5 days in which your shop and listings do not show up if a customer visits the Etsy site. They do not give a reason for the suspension, and if they do contact you by email they will simply say "you have an item in your shop that does not meet the vintage guidelines". So you have to go through all of your listings and try to figure out what it is? Last Friday (3-*-14) and continuing today, my shop is suspended without notification. I have written 3 emails without a response. I believe that Etsy relies on other Seller's malicious complaints (that may or may not have a vendetta against my shop due to the number of items and/or quality) and takes disciplinary action without justifiable cause. Sellers are treated disrespectfully and strong-arm tactics are often used against Sellers that have worked so hard to build their shops and reputations.

I have 619 sales, 188 positive feedbacks from my buyers, and 0 negatives. I always pay my fees on time. I am an active member of the Etsy community, and participate on 4 different Etsy Teams, for the purpose of support and the promotion each other's shops.

As I sit here today, with my shop suspended or inactive for whatever reason, I have no idea what is happening or why.

Etsy does NOT have a public phone number to call a representative regarding this issue. When emails are sent to Etsy it can take weeks to get a response...if one is received at all?

I feel that a decision regarding a Seller's livelihood should not be left to any one individual at Etsy...to simply flip a switch and POOF you're gone (there are numerous complaints online regarding this same issue)!

My sincere regards.

[redacted]Desired Settlement: I wish my shop to be restored to full selling capacity; and that in the future Etsy communicate with me prior to taking any action/s regarding the operation of my shop. I am not asking to be treated differently than anyone else. I think ALL sellers deserve this respect.

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 Ordered 2 products from Etsy Inc . an online purchase . they debited my Visa card I tried checking my order and now they say I did not order anything from them . cant talk to a person to get this problem resolved . they are out of Brooklyn new York . . got a phone number called it recording gave me he run around . still dont know where my merchandise isDesired Settlement: contact me and settle the problem

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated May **, 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 states that she was unable to locate the transaction information for the order she placed with an Etsy seller (the “Seller”) and had “tried checking my order and now they say I did not order anything from them.” To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.

I see that the our Support team ([redacted]) has been in touch with the Customer to attempt to assist them with locating their order. According to our records, the Customer has two accounts with Etsy - [redacted] (which has two “i”s) and [redacted] (which has one “i”). The Customer must log out of [redacted] and sign into the account with which she made these purchases, [redacted]. Once logged into the proper account, the Customer may reach out to the seller using our Convos feature.

In the event the Customer is not able to resolve this with the Seller, they may contact our Trust team for more information about our dispute system. Should the Customer have any questions about this process she may contact [redacted].

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

Sincerely,

Etsy, Inc.

Review: On August *, 2013, I ordered a dog create from Cre8tive Furniture, a vendor on www.etsy.com. I used www.etsy.com's iPhone app to place the order. The iPhone app did not provide the vendor's processing time, only the shipping time which was listed as 3-5 days. I included a note to the vendor requesting delivery of the item by August [redacted] because my puppy was coming home with me on that date. I contacted the vendor via the www.etsy.com app on August [redacted] because I didn't receive a response and the item hadn't shipped. I received no response. I contacted the vendor again on August [redacted] to cancel the order and request a refund because the item still hadn't shipped. I didn't get a response, so I attempted to file a complaint with www.etsy.com through the app. The app stated that I couldn't file a complaint until 7 days after the disclosed processing time, which wasn't disclosed. I finally went online via a desktop computer and found that the actual www.etsy.com website disclosed that the vendor takes 3-4 weeks to process each order. I NEVER would have ordered a dog crate one week before my puppy was coming home from a vendor that takes 3-4 weeks to process. Eva, at www.esty.com, will not contact the vendor to cancel the order on my behalf even though the issue is a result of the www.etsy.com iPhone app not fully disclosing all the vendor's information. The vendor will return the product once it ships, but they will not refund the $50 shipping cost or pay for return shipping. If this item ships, I am out $100 because www.etsy.com won't assist me.Desired Settlement: I want to be refunded the $250 cost for the crate plus the $50 shipping cost and I am not paying to return the dog crate if it shows up. www.etsy.com will need to provide a return shipping label.

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 an aisle runner for my wedding from a site on Etsy called "The Wedding Hub". Typically, when you purchase items on Etsy there is no specific timeframe for the delivery of an item since many of the items are handmade by the seller. That being said, in my case I ordered the aisle runner on March **, 2014 in the amount of $111.00 in hopes to receive it before my wedding on July 2014. Towards the end of May beginning of June, I began emailing the shop owner via Etsy and her personal email address. I also attempted to call her business phone, but I received no reply. I was getting worried because I was not receiving any updates with the status of my order. In June I submitted a claim on Etsy (it's still open). They emailed me and told me that the shop owner was banned from selling on Etsy (I believe that she "stole" money from a lot people without shipping the merchandise). After several emails back and fourth with Etsy they informed me that since my claim was older than 60 days that I needed to reach out to [redacted] and or my bank to retrieve the money. I reached out to [redacted] and they informed me that they were unable to refund me due to the >60-90 day time period. I also filed a claim with my bank and they are refusing to refund me was well due to the >60-90 day window. I have been a faithful buyer on Etsy over the course of the year and this is my first scam encounter. I am frustrated and have exhausted all of my resources when trying to get back my money . This has been the biggest headache!!!! Thankfully another seller from "I do wedding designs" was able to make me a runner 2 weeks before my wedding. I had to come out of my pocket AGAIN to pay for another runner and I had to pay additional money in order to have it rushed delivered. The seller from this store was aware of "The Wedding Hub" scam because other buyers were reaching out to her for orders. I would like Etsy to correct this unfortunate situation.Desired Settlement: Please refund me all of my money in the total amount of $111.00. Please!

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”) has not been delivered.

Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

I see according to our records that the Customer did not open a case on Etsy for this transaction. As a venue, Etsy is not directly involved in the transaction, and we are unable to mediate between the Customer and the Seller outside of our dispute system. Unfortunately, the 60 day window to open a dispute for this order has expired.

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’re sorry to hear that the Customer has been unsuccessful in obtaining a refund both through [redacted] and their bank.

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

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

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

Sincerely,

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

In response to the Etsy rebuttal. I did file a complaint with Etsy. I go by [redacted]). My email address is [redacted]

Please read below.

?

An item did not arrive

Case #[redacted] — Opened on June *, 2014

Case created June *, 2014

[redacted] July **, 2014

Please escalate this case. I have not received any money back and [redacted] will not refund me!

Admin

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

Case created June *, 2014

Review: I became an Etsy member June [redacted] 2014. I posted several items to the website until August [redacted] when I was sent an email stating that my shop was being suspended because my items didnt correlate with their "policies". I had the same items up from June [redacted] to August [redacted] when Etsy informed me that they were suspending my shop. I did nothing wrong and should be allowed to continue selling on the site. I am upset that it took them 2.5 months to inform me of this. They waited until I had posted lots of items and had paid them lots of money before telling me this.Desired Settlement: I want a refund for the seller fees that I paid throughout my course as an Etsy store owner. Totalling $8.41.

Business

Response:

[redacted]

Dear Mediator:

This letter sets

forth Etsy’s position regarding the complaint filed August [redacted],

2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace

where people around the world connect to buy and sell unique goods. Individuals

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

must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the

“Customer”) explained in the complaint, the Customer is a seller on the Etsy

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

Etsy’s Terms of Use state, “Everything on Etsy must be Handmade, Vintage, or a

Craft Supply” ([redacted]). Our Terms also state,

“Etsy reserves the right to refuse service to anyone, for any

reason, at any time.” Etsy does

not reimburse fees for listings that are posted in violation of Etsy’s Terms of

Use.

In the complaint, the Customer states that he

became an Etsy member on June [redacted], 2014 and that his shop was

suspended on August [redacted], 2014.

Based on our records, it appears that the

Customer’s Etsy shop and account is frozen because the material listed in his

shop did not comply with Etsy’s guidelines. The Customer was selling material

that Etsy’s Trust and Safety Team determined did not comply with our policies.

The Customer was selling hair dye, DVDs, bathmats, and other material that does

not fit into a category of what may be sold on Etsy.

The Customer may continue to sell on Etsy if

the Customer adheres to Etsy’s Terms of Use. If the Customer has any questions

about what may be sold on Etsy, he may wish to contact [redacted].

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Etsy did not even address the concerns. Why did it take TWO MONTHS for them to tell me this information and when are the refunding the fees they took from me? This answer is nothing but **

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

Sincerely,

Business

Response:

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the rejection of our response to the complaint filed August [redacted], 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up their own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer is a seller on the Etsy site and as such agreed to Etsy’s Terms of use.’’

As stated previously, Etsy's Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” The Customer's Etsy account was frozen because his shop contents did not comply with our policies. Etsy does not reimburse fees for listings that do not comply with Etsy’s Terms of Use.

Should the Customer have any questions about what may be sold on Etsy, he may wish to contact [redacted]. We consider this matter closed at this time.

Sincerely,

Etsy, Inc.

Review: I ordered a check book cover through the Etsy website. The money was taken from my checking account on 12/*/14. I have not received the checkbook cover, or ANY communication regarding the product. $ 47.75 was debited from my checking account. I have tried calling the phone number: ###-###-#### during business hours repeatedly. I attempted to send an email.When I did I received a message that the email address was unknown/invalid? I am extremely frustrated !!Desired Settlement: I want my money refunded from Etsy. I will never purchase anything from this company again.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “[redacted]”) 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 [redacted] claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered. Pursuant to Etsy’s Terms of Use, the [redacted] 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 [redacted] purchased from is not an employee of Etsy, but operates a shop on Etsy.com.According to our records, the [redacted] did not contact the Seller through Etsy’s messaging system, Conversations, until January *. As of January *, the order has been cancelled, and the [redacted] has received a full refund from the Seller.In the event the [redacted] requires additional assistance with contacting the Seller, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance. We’re sorry to hear that the [redacted] has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the [redacted] 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 an item almost 2 months ago and cannot get the seller or etsy inc to contact me back either by phone or email

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

Etsy’s Terms of Use state, “Etsy 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 she has not received an order that she purchased from an Etsy seller (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.

We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller and we would be happy to assist them. At this point in time, however, we have not received a request from the Customer from the email on file with their Etsy account requesting assistance.

In the event the Customer is not able to resolve this with the Seller directly, they may contact our Trust team for more information about our dispute system. Should the Customer have any questions about this process 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: Ordered 5 wedding books from site that was supposed to be delivered in 1 week's time. This was three weeks ago. When I contacted the company, they refused to provide a refund of the charges.Desired Settlement: I would like all $229.94 refunded immediately.

Business

Response:

Review: I own a small business of selling clothing on Etsy. In June 2014, Etsy suspended my direct deposit of money I earned because of a credit card change. I contacted them right away stating that I never changed my credit card and needed my direct deposit reinstated because June is my busiest time of the year with hundreds of orders needing produced and shipped out, all of which I needed the money to deposit into my bank account asap so I could do these things before the [redacted] of July deadline I had. Etsy refused to help me with this matter, and also never told me why this occurred. This in turn, caused me to lose hundreds of dollars, not meet my deadline, owe customers refunds, and I received many negative reviews, and cases opened against my account which made Etsy suspend my shop. I have been trying to fix these issues since June now, and I finally resolved to pay all the refund and shipping money back to Etsy because it was worth having my shop opened back up so I could continue to make money. I was told in several emails from Etsy if I paid the money they would open my shop back up, so after doing so I notified them. The payment went through December [redacted] 2014. They contacted me back telling me I then needed to resolve any cases I had and then they would open my shop up, so I refunded any cases that were opened. (All of the money owed and the Cases opened were from this issue back in June) All I wanted at this point was my shop opened back up so I could continue making money. After doing what they required yet again, I emailed them and told them everything was done and complying with their rules and I was ready for my shop to be opened back up. The man I was be contacted by never emailed me back, I received an email from someone else telling me that my shop would not be opened back up ever, after they reviewed my account again. This made me furious and I emailed her back and told her what the man had said, and I explained everything that had happened, and how it was their fault from the beginning. She did not care, and they stole my money and will do nothing to help me.Desired Settlement: I want my shop opened back up, I paid them all that money to do that, and they said they would. This isn't just an extra money income for me, I make a steady amount of money off of Etsy. And I have based my life around the last 6 months they have been telling me they would open up my shop back. this is ridiculous! I at least would like the money back I paid them, if I cannot get my shop reopened.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims that her account was suspended for multiple reports of non-delivery as well as a declining review score. The Customer also claims that resolving open cases by issuing refunds did not result in the reinstatement of her selling privileges. Due the volume of orders that have resulted in non-delivery cases and low reviews received from the Customer’s buyers, Etsy has elected not to reinstate the Customer’s account privileges. Regardless of the Customer’s account status, they remain responsible for fulfilling obligations to buyers, including issuing refunds for unfulfilled orders and closing cases (with proof of shipping or refund). We do not make the decision to suspend an account without great consideration. In the event the Customer has any questions about this matter, they may email us at [redacted]or further assistance. Etsy considers the matter closed at this time. If you have any questions, feel free to 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:

This still does not justify them telling me that they would reopen after I followed their directions

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 January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the rejection, the Customer alleges that she was advised by an Etsy Administrator that her account would be reopened after several outstanding issues in her account had been addressed. The Etsy Administrators assisting the Customer at various times advised her that once the outstanding issues in her account were addressed, the Customer’s account status would be reviewed. However, the Customer was at no time advised that her account would be reopened. Due to the high volume of policy violations in the Customer’s account, we determined that Etsy must refuse service to the Customer in order to protect the integrity of our marketplace. Unfortunately, reinstatement of the Customer’s account is not possible. We consider many factors when making these difficult decisions, and, in accordance with our policies stated above, Etsy may refuse service to anyone, for any reason, at any time. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I placed an order with [redacted] on May **, 2013 and have yet to receive my item. I have sent numerous emails to this seller and have not received any responses. I have contacted Etsy about this issue and they say it's pass the time perioud where I can report the seller or leave negative feedback and there is nothing they can do. This seller has tons of positive feedback, but only because Etsy does not allow patient/unsatisfied customers long enough time to leave the negative feedback.Desired Settlement: I feel that a refund or my item is in place and if Etsy won't hold their seller accountable they should be held accountable.

Business

Response: