Etsy, Inc.

Review: Over a month ago, I tried purchasing a woman's briefcase on ETSY.com, confirmation #[redacted]. I never received any merchandise and tried to contact the website. The item I tried to purchase was no longer listed on the website, and every response from ETSY.com has been inconsistent:

"Your credit card wasn't charged."

"Your credit card was charged."

"You have two accounts."

"No merchandise was shipped."

"Your merchandise was shipped."

They will not take the charge off of my credit card and they won't send me any merchandise. I told them to cancel any and all accounts in my name, to reverse/to credit my charge card, and to stop trying to double talk me. They never respond directly to what I have said. This "website" is a front for getting credit card numbers.Desired Settlement: They should refund my credit card, close any and all accounts on their website, and leave me alone.

Business

Response:

November**, 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 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 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 briefcase purchase she made from a Seller on Etsy (the “Seller”) has not been delivered. The Customer also claims that she would like her accounts closed, and her credit card refunded.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 first contacted Etsy through an account that was separate from the account through which this briefcase order was placed. Once the Customer provided sufficient information for us to locate her order in the second account, the Customer was advised by an Etsy Administrator on November ** to contact the Seller. The Customer was further advised to open a case if the seller could not be reached through Etsy’s messaging system, or directly through email.The Customer contacted us again on November**, and requested that this account be closed. This account was closed by an Etsy Administrator on November**. The account through which the briefcase was purchase remains open. If the Customer wishes to close this account after this transaction is complete, we would be happy to assist her with closing the account.I can also see that the Seller has made attempts to contact the Customer about her order, as it is currently being held by the shipping service. The Customer has not replied to the Seller, so we contacted the Seller as a courtesy, and advised the Seller to contact the Customer through email directly. The Customer was eligible to open a case on Etsy for this transaction as of November**, 2014. The eligibility to file a case for this order will expire on January**. As a venue, Etsy is not directly involved in the transaction, but we can attempt to mediate between the Customer and the Seller through our case system. If the Customer does not open a case we unfortunately cannot mediate the dispute. As the Customer paid for this order via [redacted], Etsy does not have access to her credit card information, nor her payment in order to initiate a claim for a refund. If the Customer does not have a [redacted] account, she may have paid with a credit card through [redacted]’s Guest Checkout service. She will need to get in touch with [redacted] or her credit card issuer if she wishes to pursue 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 has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: Purchased my items on July [redacted] and today is July [redacted] and I still do not have them. Tracking number provided is not good and isn't tracking anything. [redacted]Desired Settlement: Would like a refund so I can purchase this elsewhere.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered and that the tracking number provided by the Seller is not valid.

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

I see according to our records that the Customer received communication from the Seller on July **, 2014 that the Customer’s order had been shipped. The proof of shipment provided by the Seller (USPS Tracking #[redacted]) appears to be valid and is currently in route to the Customer. In the event the Customer does not receive their 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.

Review: ETSY closed my business- thepreppycafe LLC without notification. All contractual agreements have been followed through as a seller on their site. I received notification that an email would be sent with explanation-however-after multiple requests (over 50 emails sent to LEGAL ETSY/ and the etsy support team- they have failed to email me back with the reason they closed my etsy store. I have orders pending that I am unable to see or ship- I have paid seller fees, relisting fees etc. that have not been recouped. My store has been opened since 2009. Per ETSY POLICY- they are to notify you by email if there is any problem- so that you can fix it. Through ETSY CONVO- I receive messages from [redacted]- that an email will be sent- still no email. My revenue is approximately $2100.00 per month- I need to be able to ship pending orders- and an explanation as to WHY MY STORE WAS CLOSED- I have fulfilled my obligation - I have paid all fees due-Desired Settlement: I would like my store re-opened and an email from etsy legal sent to [redacted] OR [redacted] with an explanation.

Business

Response:

Review: I purchased gift cards from etsy to use for purchases from etsy for my workplace. When I placed the order using the gift cards I had purchased, they shut down my account. There was no fraudulent behavior. They deactivated my accounts. They will not respond to SEVERAL attempts I have made to speak with a customer service representative.

There is no customer service phone number at all.Desired Settlement: I would like them to reopen my account. I would like to get on the phone and just explain why I was using the gift cards I purchased myself. Honestly, I cannot understand why this is not allowed. I can purchase a gift card for any retailer and use it myself.

Business

Response:

Review: I ordered a product through etsy in July. When the product did not arrive 2 months later (the time I was told to expect the product), I tried to email etsy. When I did, etsy notified me that the seller was no longer an authorized etsy user. (Notably, etsy did not contact me about this issue. I had to contact them.). I was told that etsy would not honor our deal and either send me the product or refund my money. When I tried to email them to get more information, all I received was form responses directing me to template materials "because they received an unexpectedly high volume of email.). If you were not happy with this information, etsy informed me that I needed to email them again, and again, and again... There services were truly terrible.Desired Settlement: I would obviously like a refund of money. In addition, I would like etsy to change it's policies, so if you have a complaint, you only email them once about it. In addition, if etsy has an issue with a seller, they should notify people immediately about the problem, so that the buyer can act promptly to purchase replacement items or secure a refund.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered. The Customer has also noted their disappointment in Etsy’s response time to their email.

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, as the Customer noted, the Seller the Customer ordered from no longer qualifies to be a member of Etsy and will not be returning to the site. Although the Customer is unable to continue their case for this order on Etsy, they can still open a refund claim based on their 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.

We’d like to apologize for the delay in responding to this Customer’s email, as I see they wrote to our Trust team on September ** and we responded on September **. At this time the Customer is still in communication with our Trust team about this concern.

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:

Etsy admits that it knew the seller at issue was not going to send me the items purchased, and took no action to notify me of this fact. In other words, it knew that I had been defrauded, but did not believe it was important to inform its customer of this fact. By not doing so, they made it impossible for me to file a timely claim for refund with [redacted]. Their inactivity aided and abetted the fraud against me

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

Sincerely,

PS. It is clear ETSY could have contacted me to inform me about their decision to remove [redacted] from their site, because I continued to receive spam mail from them repeatedly during the period at issue.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered. The Customer has also noted their disappointment that Etsy did not notify them when the Seller was removed from the site.

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.

As previously discussed, the Seller the Customer ordered from no longer qualifies to be a member of Etsy. For privacy reasons, Etsy does not currently notify Customers when a Seller has been removed from the marketplace. However, we will take the Customer’s concerns into consideration as we continue to work to improve the site. More information on our Privacy Policy can be found here: [redacted]

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 understand the Customer’s disappointment that they have been unable to pursue a refund through [redacted]. We would recommend that they now reach out to their bank or credit card issuer, to see whether they are able to obtain a refund.

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

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

Sincerely,

Etsy, Inc.

Review: I had a customer file a complaint against and the case was escalated after the customer and I reached an Agreement. The case went to a man named [redacted] from Etsy's Trust and Safety Team. [redacted] sent out emails to an email account that hasn't been active in months. So I was unaware of what was going on until the day I went to go do some orders and that is when I found out my shop had been suspended. I was told to check my email to see the reason why I was suspended. I couldn't do that because [redacted] sent these emails to a inactive email. After some digging I found out that he had given me 7 days to resolve this case and if I didn't my shop was going to be suspended. I contacted [redacted] to find out why he would send emails to an account that was not active. He will not respond to any of my messages. This shop was my only source of income and I have a 3 year old little boy. I am frustrated because nobody is getting back to me and it has been almost 2 weeks.

Here is [redacted]'s messages that were left in the case report.

[redacted] June **, 2014

This is [redacted] from Etsy's Trust and Safety team. I have reviewed this case, and it appears that the seller has yet to resolve this case. [redacted] please provide proof of a resolution within one week or your shop may be suspended. In order to close this case, we need proof of shipping that shows the item was sent to the buyer's address or proof of a full refund.

[redacted] June **, 2014

As the seller has not shown any indication that they will resolve this issue, we have closed this seller's shop. They will not be eligible to sell on Etsy until they have resolved this case.

If you haven't yet, we recommend you contact [redacted], your credit card or bank for further refund assistance.Desired Settlement: I need to know why I was shut down due to not responding to messages that he sent to an email that was not active. He had to know that this email was not active. He would have had these messages bounced back to him. I worked a year and a half to get my store going and they deleted it with a click of a button. This was my lively hood.

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, “You must keep your account information up-to-date and accurate at all times, including a valid email address.” 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 did not receive communication regarding the case opened by an Etsy buyer (the “Buyer”). To clarify, all communications were sent to the Customer’s provided email address, which they are responsible for maintaining and keeping up-to-date.

We’re sorry to hear that the Customer may not have received these communications and we would be happy to assist them moving forward. In the event the Customer is not able to resolve this with the Buyer 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.