Etsy, Inc.

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Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the rejection filed July [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 was a buyer on the
Etsy site and as such agreed to Etsy’s Terms of use.’’
 
In the complaint the Customer indicates that
she did not file a case within the timeframe because the seller promised that
they would fix the issue. The Customer also states that she would like Etsy to
resolve the situation with those who purchased items from this shop or suspend
the shop’s selling privileges.
 
Those who purchase an item on Etsy may file a
case so long as the deadline to file a case has not passed. Once the option to
open a case has expired, it cannot be reinstated. Each seller determines how to
resolve these disputes, and we always hope that sellers who use Etsy’s service
will practice good customer service. Etsy cannot guarantee any outcomes.
 
We will look into this case to determine
whether this particular sellers is in compliance with Etsy’s Terms of Use,
however we cannot provide private information about a member’s account with
anyone but that member.
 
It is unfortunate that the Customer did not
have a satisfactory experience, however we cannot provide a refund. This
transaction was completed via [redacted], and Etsy did not receive funds directly
from this transaction. The Customer may wish to contest this via [redacted] or her
credit card issuer.
 
The item the customer purchased was from the
Etsy user ‘[redacted]’ who operates a shop on Etsy. ‘[redacted]’ is not an Etsy employee. 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.
If you have any questions please contact me
at [redacted]
 
Sincerely,
 
[redacted]
[redacted]

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

[Your Answer Here]
 I only received a message from an admin by the name of [redacted] that there was an issue with my account, but needed to review email to find out what the problem was. I wrote him and told him 6 different times that I was not receiving emails to [redacted] and provided them with [redacted]- no response from [redacted]- no response from ETSY LEGAL- I was not given fair and just time to correct the issue- I was not even aware of what the issue was. I would like my account reinstated with the understanding that I remove the word ONESIE from my listings. GERBER has emailed me and stated they do not have a problem with me selling the stickers, but to remove the wording. I was not made aware of the problem until after they had already closed my store. I made every attempt to CONTACT [redacted] and have every ETSY convo saved if you need to view this.
On 7 different occasions I contacted him-OCTOBER **- DECEMBER [redacted], DECEMBER [redacted]again- MARCH **, APRIL **APRIL **, APRIL **- I contacted LEGAL ETSY DECEMBER [redacted](NO RESPONSE) APRIL **(NO RESPONSE) APRIL **(NO RESPONSE) I have copies of all of these messages to ETSY- asking for help, asking them to send the email to [redacted]- They NEVER responded- instead- they closed my store. I then contacted EVELYN on APRIL 30th- because I still had no response from ETSY LEGAL-or [redacted]- No response from her either.  ETSY HAS NO PHONE SUPPORT- I could not fix something I was not aware of. They have no customer service line- I would like my store opened back as thepreppycafe- able to sell as I did before. I will make the corrections to the listings that have the word ONESIE in them and remove the word.
I repeatedly messaged [redacted], etsy legal to ask them for help- and to email the problems to [redacted]- If I need to create screen shots of all attempts made to contact etsy asking for help I will be happy to do so. This was not fair to me at all- and there are still over 100,000 listings with the word ONESIE- from different sellers. I was not given an opportunity to fix the problem- and if etsy had customer service or a phone number for support it could have been resolved. ETSY at this time has over 30 million users- and should accommodate them with courtesy of responding to admin notifications as well as phone or live chat. This would eliminate further confusion. I would like my selling privilages reinstated. It is what is right and what is fair.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]  [redacted]

Revdex.com:
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:
The response was left completely blank.
Etsy has apparently determined that copying and pasting the same manically illogical dribble over and over again is far too strenuous.  

I am also disappointed with the Revdex.com for allowing this "response" to be acceptable under the Revdex.com's standards.   
This type of behavior is what causes actual humans to become woefully pessimistic about humanity's ability to rationally function. 
The drones of corporate greed are free to live out their meaningless existence, but please, don't drag us down with you. 
Sincerely,
[redacted]

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

[Your Answer Here]
 I tried to get back my money before the allotted 60 days past from the seller. At the time I had never even received my item. When I did receive a item - - not at all what I ordered, I had only had the item a few minutes before I contacted the seller to complain about what I had been sent. Because the seller was known to take their time in responding I waited a few more days before attempting to go over the seller's head and take more drastic action. However, the seller never communicated with me. When I tried to call upon Etsy to hold their seller responsible they were most unhelpful. They said that they were not responsible for a seller who's shop was hosted on their website. They have since canceled his right to host a shop on Etsy, but they have taken to further action to resolve my issue; I paid $250 for an item that I never received via their website. I want my money back. I am attaching images to substantiate my claims. I never received an opening table, with a plexi glass tops, nor did I receive any spacers. I acted as quickly as could be expected considering I complained the very evening I finally received my item after nearly 2 months of inquiry and conversation. Moreover, I received the item after I had already tried to cancel the procedure. Unfortunately, I was lied to by the seller several times and now I'm stuck with a $250 wooden box I never ordered. I want Etsy to take responsibility for the shop that they hosted on their website. I want my money back. They need to bill the seller.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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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 her bridesmaids’ made from a Seller on Etsy (the “Seller”) have not been delivered. The Customer also states that they have not received a response after writing to 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 Seller that the Customer’s bridesmaids purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

I see according to our records that the Customer received a response from an Etsy Administrator on August ** and August **.  We apologize for the delay in responding to the Customer, however the Customer has now been advised on how each of her bridesmaids may file a dispute with this Seller.
In the event the Customer requires additional information about our dispute process, we would encourage them to reach out to our Trust team directly ([redacted]) 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,


[redacted]
Etsy, Inc.

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint filed October *, 2016 against Etsy, Inc. (“Etsy”). To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) stated in the complaint, the Customer was a seller on the Etsy site and as such agreed to Etsy’s Terms of Use and site policies.
In the complaint, the Customer states that he received fraudulent notices of intellectual property infringement his account was closed, and that he received no communication from Etsy as to why this happened. This is incorrect. He requests a response to his questions.
Etsy’s Intellectual Property Policy, to which the Customer agreed, state that Etsy terminates account privileges of members who receive repeat notices of intellectual property infringement ([redacted]). Etsy received many notices of infringement citing the Customer’s shop, “[redacted],” and each time we received a notice Etsy informed him that repeat notices of infringement could result in the termination of shop and/or account privileges. On September *, 2013, Etsy revoked that account’s selling privileges. Etsy also informed the Customer that opening a new account would result in the permanent revocation of all account privileges. Etsy’s Terms of Use also state that Etsy may terminate an account (and any related accounts) at any time, for any reason, and without advance notice ([redacted]).
Etsy terminated the Customer’s account privileges for the shop “[redacted],” on September **, 2016 when it came to our attention that the Customer violated Etsy’s policies by opening this account after the first was closed. Etsy’s decision to revoke the Customer’s account privileges is final and permanent. We communicated this to the Customer on September **, 2016. In our communication with the Customer we also explained that the two accounts shared sufficient information for us to consider them related.
Due to the Customer’s violation of our policies by opening a new account after he had been refused services, Etsy will not reinstate the Customer’s account privileges.
Etsy considers this matter closed. If you have any questions please contact me at [redacted].
Sincerely,
[redacted]
Etsy, Inc.

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated October *, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:
You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;
Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); and
Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”
In the complaint, the Customer claims they made a purchase from a seller on Etsy (the “Seller”) and that they had not yet received the item, nor a refund.
Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on [redacted].
Our records indicate that, on September **, the Customer opened a case for this transaction.
To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an order. Although Etsy is not directly involved in the transaction, if necessary, Etsy Administrators may be able to assist in the mediation of the dispute through the case system.
According to our records, the Customer received a full refund for this transaction on October *, 2016. The Customer may wish to note that it typically takes 2 to 5 business days for the refund to be reflected in their bank account or card statement.
In the event the Customer has any further questions about this refund, 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,
Frankie
Etsy, Inc.

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Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 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. Cheryl Gushard (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted]

In the complaint, the Customer states that she placed an order with a seller on Etsy (the “Seller”), and that she received the item damaged. As a result, the Customer states that the Seller issued her a partial refund for her order, but was refunded in full in error. The Customer also states that she was charged an additional amount as a result of this error.Our records indicate that the Customer placed an order with the Seller on June ** for $67.95, and was issued a partial refund for the item on July * in the amount of $27.20. The Seller also initiated an additional partial refund on July ** in the amount of $11.80.
The Customer was unfortunately affected by an error which our third party payment processor (“Worldpay”) encountered on multiple transactions during July 2016. Because of this error, full refunds were incorrectly issued to some buyers instead of the intended partial refund amount. To correct this error, Worldpay issued charges to the cards used to make the purchase. These charges were for the difference between the purchase prices and the partial refunds.Because the Customer was issued two partial refunds, she should see the following on her card statement, in additional to the initial charge for the purchase: two full refunds in lieu of partial refunds, followed by two charges ($40.75 and $56.15 respectively) to recoup the difference between the full and partial refunds.
However, due to refunds being delayed as another result of our payment processor’s error, it is possible that the Customer has not yet been refunded for the two full refund amounts. The Customer may wish to know that Etsy is in contact with Worldpay about this issue, and they are currently investigating this refund. On July **, the Etsy Administrator assisting the Customer with this issue by email assured her that Etsy would provide an update for her as soon as more information becomes available.
The Customer can rest assured that Etsy realizes the seriousness of this issue, and will continue working with her directly until it is resolved.The Mediator may wish to note note that Etsy has communicated this system error publicly with our members, both on the site and through several email messages which were sent to affected buyers and sellers in the Etsy marketplace. On July *, Etsy shared the following information with our members on behalf of Worldpay, in a public forums announcement: [redacted]The full July * announcement can also be viewed here: [redacted]We sincerely apologize for any inconvenience or concern the Customer experienced. In the event the Customer continues to have questions, she may reply directly to the July ** email or reach out to our Support team using our Help form, which can be found here: [redacted]Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted].  
Sincerely,
Camille
Etsy, Inc.

[redacted]
Dear [redacted]:
This letter sets
forth Etsy’s position regarding the complaint filed April 21st, 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 his/her 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 Katie Mclaughlin
(the “Customer”) explained in the rejection, the Customer was a buyer on the
Etsy site and as such agreed to Etsy’s Terms of use.
Etsy’s Terms of Use, to which the
Customer agreed, state “[s]hould you have a dispute with one or more users, or
an outside party, you release Etsy … from any and all claims, demands and
damages … of every kind and nature … arising out of or in any way connected
with such disputes.”
In the complaint the Customer states that she
received a package from an Etsy seller which was damaged upon delivery. She
also states that another item she asked for from the seller arrived damaged as
well. The Customer says that she was told she would receive a refund, and
requests a refund for the item she purchased.
Our records indicate that the Customer
purchased an item from the Etsy seller ‘Etchale’, and paid via PayPal.
Individuals who purchase items from Etsy are able to file a case within certain
time constraints. In this case, the Customer’s ability to file a case expired
on 2/**/14. The Customer first contacted Etsy about this on 3/**/14. At that
time, a member of Etsy’s Trust and Safety Team, which handles these issues,
explained that the Customer’s ability to file a case expired. We also explained
that because the Customer made this purchase via PayPal, we were unable to
assist her further. We explained that the Customer may wish to dispute this
charge with PayPal or her credit card issuer, and contact the Internet Crime
Complaint Center.
These situations are unfortunate, but rare. Most transactions
on Etsy are completed without incident. The average Etsy seller is a devoted
and passionate individual who is willing to do their best to assist the
Customer with any order placed in their shop.Please know that Etsy has several dedicated
teams that work very hard to ensure that problematic sellers remain the
exception.
 Please also note that the item the customer
purchased was from the Etsy user ‘Etchale’ who operates a shop on Etsy. Etchale’
is not an Etsy employee.
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, this was
paid for via PayPal.
If you have
any questions please contact me at [redacted].
 
Sincerely,
 
Danny
Etsy, Inc.

Revdex.com:
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,[redacted]

Revdex.com:
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, [redacted]

Etsy online retailer allowed seller [redacted] of Melbourne, Florida to use their web site to ripoff consumers like me. [redacted] a French school teacher posing as a couture denim jeans designer charged $150.00 plus shipping and handling of $15.00 for skirt and then go to the flea market buys a lee jeans attached some cheap lace. And send it to customers. On her website with etsy the skirt she advertised is nothing close to what she sell to people. I contacted etsy admin to solve the fraudulent act to my dismay Esty admin came up with poor excuse why I should not get my money back. I provided evidence of pictures to prove my case but I was ripped off.

Revdex.com:
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.
Etsy has responded to me that they are not responsible. The seller has reshipped my items, hopefully they will arrive this week.
Sincerely,
[redacted]

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.
[redacted]
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.

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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,


[redacted]
Etsy, Inc.

September **, 2015

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Dear Mediator:

This letter further sets forth Etsy’s position regarding the complaint dated August **, **15 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:
You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;
Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); and
Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”
In the Customer’s recent rejection, she has provided photographs in an effort to support her claim that a custom outfit she purchased from a seller on Etsy (the “Seller”) was not as described. To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com. By agreeing to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected to her dispute with the Seller.
According to our records, the Customer opened a case on Etsy for this transaction on August **. To be clear, a "case" is Etsy’s dispute platform, which allows buyers and sellers to work together to resolve issues which may occurred throughout the course of a transaction. If necessary, an Etsy Administrator may offer further assistance in the mediation of the dispute, should the members be unable to reach an amicable outcome by working together in the case log.
Our records indicate that, although the Customer had taken action to open this case, they did not continue to participate in the case log as is generally required. However, as a courtesy, the Etsy Administrator assigned to the Customer’s case reviewed photographs available in Etsy Conversations (Etsy’s onsite messaging tool) in order to make a determination in the case and bring this matter to a close.After diligent review of the Customer’s concerns and the agreements made between the Customer and the Seller prior to purchase, the Etsy Administrator assigned to this case has determined that the order the Customer received does not qualify as significantly not as described. As such, this case has now been closed this case. Etsy’s decision in this matter is final.
While we appreciate the Customer's request to speak to Etsy’s CEO, complaints of this nature are handled by Etsy’s Trust team, who can field any additional concerns at [redacted].
Etsy considers this matter closed at this time. If you have any questions, please contact [redacted].


Sincerely,
Carly
Etsy, Inc.

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Dear Mediator:

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

Etsy’s Terms of Use state, “If Etsy terminates a listing or your account, if you close your account, or if the payment of your Etsy fees cannot be completed for any reason, you remain obligated to pay Etsy for all unpaid fees plus any penalties, if applicable.”

In the complaint, the Customer claims that she is unable to close her Etsy account due to an outstanding balance.
When the Customer contacted Etsy on November 2, the Customer was advised by an Etsy Administrator why the account could not be closed at the time, and how to view an itemized breakdown of her bill. The Customer was also credited the amount of $3.80 due to changes in Etsy’s fee policy that were made in 2012.
For more information about Etsy’s fees, the Customer can refer to our Fees Policy page: [redacted]

In the event the Customer requires additional assistance with paying her bill and closing her account, we would encourage them to reach out to our Billing team directly ([redacted]).
We’re sorry to hear that the Customer was concerned by this balance in her account. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,


[redacted]
Etsy, Inc.

I purchased an item. The seller posted a ship date. 2 days after posted ship date, when item had not shipped, requested explanation. Seller claimed to be waiting for funds to clear. Checked with [redacted] and confirmed that funds had been transferred to seller's account 4 days prior. Opened dispute with [redacted] and informed seller that unless given firm ship date, would dispute charge with [redacted]. Seller responded with vituperative email and cancelled sale because of my "rudeness" and "contentious, threatening" behavior. Posted negative review describing seller's actions (using neutral language) and seller posted dishonest and derogatory response. Contacted Etsy and learned that however counter-factual or abusive seller's response, Etsy would only intervene in case of racist or obscene language. Etsy also said that despite having accepted payment, seller was allowed to cancel without cause. Conclusion: Etsy sellers seem almost entirely unregulated by their membership in Etsy short of behavior which would enable intervention by credit card company. Despite past positive experience have decided that the lack of effective sanctions for abusive or unethical actions by a seller puts buyers too much at risk and have cancelled account. Would not advise others to purchase through Etsy.

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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'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 she was refused service without violating our policies and without proper notice. The Customer was refused service for using multiple alternate Etsy accounts to make purchases and to leave reviews for their Etsy shop. Etsy refers to this as "shilling," and it isn't permitted on Etsy because it falsely inflates the sales and review score of a given shop. It can also mislead other customers into thinking that a product and service were reviewed by a non-biased member.
While the Customer has advised these reviews were left by acquaintances, our internal tools revealed that these accounts were created directly by the Customer.  After finding the extent to which the Customer had created false accounts and left reviews for their own shop, we decided to revoke the Customer’s account privileges permanently as of July *, 2014.   
We do not make such decisions without great consideration, but a history of transgressions on the Customer’s account has brought us to the conclusion that our relationship must now come to a close. We are not able to reconsider the Customer’s  account status at this time.   

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

Sincerely,
[redacted]
Etsy, Inc.