Etsy, Inc.

Review: I ordered a dress that was advertised at [redacted]. I was very clear in my messages back and forth that I wanted it just like the photo. The seller shipped me a dress that is not the same pattern, material or color. Its literally an entirely different dress. It also had bald spots in the skirt and was made very poorly. I first spoke to the seller and she told me "if I didn't compare the dress to the photo it was a very beautiful dress on its own" First of all that's like asking for a puppy and getting a kitten and being told its cute too. That's ridiculous! she admitted to the poor dye job stating that it was the fault of one of her workers. (It was a tye dyed orange when it was suppose to be pink) She told me I could keep the dress and she'd refund me $250 of my $453. I said no way! I wouldn't take this dress if you paid me its really an awful dress. I told her I wanted all of my money back. she said she would if I shipped the dress back to her with a tracking number. I told her I was not paying for shipping and she told me that was fine. Well, I went to the post office and it costs $75 to ship this item back. I told her and she said she can't afford the shipping and then decided she wasn't going to refund me original shipping anymore. so I escalated it to the etsy.com site that she sells on and they came back and told me that I should ship it back and she then will refund me but I have to pay shipping back. I'm upset #1 that they are standing behind this seller after seeing photos. (I attempted to try to fix it here locally because my wedding was literally a month away by this point and every seamstress laughed at me and said there is nothing I could do and they couldn't believe someone shipped me this dress) This is false advertising. I was prepared to it to need a little alterations or maybe not be the same color I saw on the screen etc....but this was grossly different from the photo she was advertising. I don't think she even makes the dress she is advertising.Desired Settlement: I want #1 a full refund. if she wants this dress back then she needs to send me a pre-paid box to send it back to her in.#2 I want etsy to require the seller to remove this item from their site so that other brides cannot find this dress and think that they too can order it. I really would like some kind of confirmation from etsy that they will look into this sellers practices. this is not a case of I got something similar and I don't like it, the item I received it completely different.

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the Complaint dated March **,

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

“[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 his complaint, the Customer claims the item she purchased 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 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 filed a dispute with Etsy’s case system on March *,

2014, which is currently ongoing. According to our records, the Customer used

PayPal to pay for the transaction. She may also choose to file a dispute with

PayPal. As Etsy is not affiliated with PayPal, the Customer should follow the

appropriate deadlines and guidelines in filing a PayPal dispute.

We are sincerely sorry to

see that the Customer did not have a satisfactory experience with this Seller,

and we truly hope the Customer will reach a resolution that is to her

satisfaction.

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:there is not a statement from the business. Was sent blank.

[Your Answer Here]

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

Sincerely,

Business

Response:

RE: [redacted]

Review: I initiated contact with Baylee from her original shop on Etsy called parcelpostwedding on May 13, 2013. I was looking to buy wedding invitations that she had listed for sale. As we all know wedding invitations are very time sensitive and need to go out 6-8 weeks before the wedding. My wedding is on 9/14 so I started the process a couple months early to make sure there was no reason I wouldn't be able to get my invites out before the 8 week mark. Baylee had said that after proofing was settled it would take about 2 weeks so I moved forward. She also mentioned that she preferred to use personal email so I began contacting her through her personal email address instead of through Etsy. When it came time to pay Baylee gave me a link for a different shop in Etsy called [redacted] and the shop owener was named Austin Headston...I thought this was very odd so I emailed her back to make sure it was correct and that I was not paying the wrong shop. She assured me it was correct and that it was the shop that production was out of. I paid for my order in full on May 24th and we were completely done with proofing on June 6th. I did actually enter into a contract that she made that stated production time would be 3 weeks which I was okay with because I would still have them by the end of June and able to get them out before July 14th no problem. Baylee ended up waiting until Monday June 10th to go to production but also said that it really shouldn't take more than 2 weeks. About a week into production I emailed just to check in and get an update...It was a Monday..I then ended up emailing her Wednesday and Friday and didn't hear back. I started to worry but she finally responded and apologized because her sister had a baby. I didn't think anything of it after that and Baylee said it was still looking like 2 week finish. I didnt hear anything again. I emailed her at day 1 of week 4 same thing, emailed her on a Monday, Wed, Fri. Once day 1 of week [redacted] I tried calling. Tried Texting. Tried convoing through Etsy and nothing. I finally came to the realization that I would not be getting my wedding invitations on time. It is July 17th and I still do not have them. I am past my deadline that she was aware of. In the contract that she made me agree to I stated I needed them by June 30th. She was okay with this and moved forward. At this point I sent her one last email saying I would like to cancel my order and asked for a refund. Then she finally responds saying only that we will need to initiate a postal insurance claim. I repsonded and asked her for the package tracking number if it was shipped..since I never even got so much as a production update. She replied saying that USPS ground service did not come with a tracking number. Which I find it strange that she insured the package but didn't track it. I also asked other Etsy sellers and they assured me that it could be tracked and little to no cost. So I stated again that I would like my order cancelled and money refunded in full. She asked how I paid, again strange because all Etsy sellers have to do is check their sold orders. I asked again when I could expect my refund with no response..then told her I would be expecting it in 24 hours or I would be filing a case against her with Etsy. Well....Baylee was smart and marked me as shipped the day after I paid on May 25th and I didn't catch it because I never thought to look at my receipt after I paid. She went in and changed it knowing I wouldn't look. I have tried appealing with Etsy but they said since I am past the 45 day mark after shipping there is nothing they can do. I have even told them I can prove that she didn't ship on that date and have every email correspondence from her. They did not care. All of this shops feedback is horrible, but of course it wasn't bad before I made the purchase. If you check out the shop feedback everyone is having the same problems I am. I was forced to buy invitations elsewhere and rush order because they need to go out. Baylee still is not responding to my refund request, Etsy will not help me. I would like to report this issue and somehow get my money back while not having this happen to any other brides. This is such a horrible experience while I am trying to plan my wedding. Because Etsy will not do what is right and open a case against this horrible shop they ALLOW on THEIR site I am not able to get my money back because the seller will not respond to me. I have opened a case against the seller with IC3, but I feel like Etsy should be doing a lot more on their part. They are 100% saying it is okay for the seller to mark the item as shipped when I CLEARLY have mounds of evidence that it was not shipped and has never been shipped. I stated this countless times to no avail. They are opening up the door for all types of scam shops. All the shop has to do is simply click that the item was shipped and string their buyer along saying its in production until the 45 day time limit is expired. I had no reason to go back and check my receipt to see that the seller changed my status to shipped. I also shouldn't have to check that. I should feel comfortable that a site this big would do the right thing. I literally have 2 months of emails PROVING that my item was not shipped but Etsy will not open a case. There are also dozens of other brides in my shoes as I have connected with them while doing research on the shop owner. And same thing, Etsy will not help any of them. With that many complaints, and the proof that we all have this company should be ashamed.Desired Settlement: I would like Etsy to force this seller to refund my money and ultimately close the shop and not let this person back on. She uses different names also :Baylee Princeton Austin Headston Lesonda Price Nicole Price Lauren Baylee Read more: http://boards.weddingbee.com/topic/wedding-invitation-fiasco?replies=11#post-615...⇄ />
Business

Response:

Review: I have been a loyal member of etsy since feb of 2008 selling custom personalized embroidery items. In the last few months I was away from my shop and let a shop member / employee take care of the running of things which is outlined and allowed by etsy. I was contacted by etsy on Nov [redacted] that I had violated the cancellation policy on two orders. I immediatly upon there notification took care of the matter as my employee/ member of my shop had been fired and let go from her duties as she was not fullfilling orders and cancelling without permission on orders. I apologized to etsy and then was told by [redacted] my [redacted] that she was told to give me a final warning. On Dec [redacted] I contact etsy administration to ask about a question I had on if it was allowed or not on cancellations with my shop being custom made items and no returns if I did cancel a sale once it was personalized if I was allowed as my store and shop policy reads that etsy says they stand by my shop policy. That a restock fee of 20% is allowed. Let me remind etsy that this was a pending cancellation on this transaction during this time I am questioning them on this matter. Well [redacted] was on vacation so I get [redacted] who then responds let me look into this please provide the transaction number and info so I did so with the proof I refunded the buyer 2 days prior to cancelling the order on etsy the full refund less 20% of restock fee on the items I have no use for as they were personalized. So I am still loss on money on this order. I never got a response from [redacted] Etsy completed the cancellation on the transaction when it was still pending they didn't allow it to be put on hold to answer my question. Instead a week later I get a email from [redacted] through Trust that my selling privlages are revoked and that is the fnal decision. When I emailed why or what happend I was told I violated the policy on the cancellation on the order I was asking them on prior to it's cancellation when it was still pending. They allowed the cancellation on that transaction to clear out of etsy then contact me to say it was of violation whe I contacted them prior to it clearing when it was in pending status. I also going through orders there is still pending cancellations on orders well prior months and one even over almost 2 yrs ago they have never cleared as cancelled on my account still showing pending. I have tried to explain to etsy I needed there support and help during a difficult time as I was dealing with my 6 yr old sick for the past few months and had to depend on a shop member who in follow I had to fire and get rid of due to her the one not following the rules on the shop. I explained all this to etsy and have asked them to please reinstate my shop as this is my only way of income and have many orders still needig filled. I have customers asking and freaking out wondering and thinking I have closed my shop not knowing that etsy closed me. They are threatening to sue saying I have scammed them or fraud. Which I am not fraud or a scam ..I have given etsy alot of money in fees in the last 6 yrs of business and built my business up with them to the point I was doing well. As with my downtime being away from and depending on a worker to help out didn't work out and I contacted etsy about this and how I had to let this worker go from my shop and even changed my password on my etsy account ...They would not give me any benefit of the doubt but stated it's final they wont' allow me to reopen my shop. I have now dealt with many more orders wanting to cancel since my shop is gone and no ways to refund these people as etsy has took my income from me and my family by closing me up. I was doing anywhere from 6,000-12,000 in sales in months at a time. Now to have nothing coming in to get previously placed order out to customers. I please need my shop reopned to complete what orders are in and funds coming in to get orders out. I will not cancel a order or depend on another individual to run my shop and have promised them this. It's unfortunate a circumstance of a family or life / health issue etsy would turn there back on me when I have been a member since 2008 and even asked for help with them. Instead I got closed and no one would listen to me. Or help me out. I have also asked them now several times on things to talk to them with no replies via email. They have no phone support and refuse to work with a seller who has brought hundreds of thousands of dollars in sales to there venue over the years I have been there. I am begging for help ...Desired Settlement: I would like my shop reopened to be able to bring funds back in to customers and there orders. Or I would like to be refunded for all my listings I paid a fee to list all my items on etsy . As well as refund my customers on orders that are showing not shipped as etsy has left me without no income.

Business

Response:

Review: I ordered 3 item on October [redacted] 2013 through etsy from seller DesiFabrics.

The order number is [redacted]. The items were marked shipped on October [redacted] 2013.

The usps tracking number is [redacted]. The item is not yet delivered to me.

The tracking status says a notice has been left. I arranged for redelivery. The item is supposed to be redelivered on

October [redacted] 2013. Still not delivered on [redacted] October 2013.

But etsy updated that my item is delivered. When I opened a case in etsy that I did not receive my items, etsy closed my case stating that it's been delivered. Went in person to usps office today morning ** October 2013 to collect package. Usps staff says they do not have the package with them. Please help me resolve the issue.Desired Settlement: $20.

Consumer

Response:

Dear sir/madam,

I registered a complaint about Etsy, inc. the complaint number is [redacted].

After multiple request with usps and in person visit to usps for 2 days, the usps staffs found out my package from [redacted] office. I received my package in person from [redacted] usps office on [redacted] October 2013.

So, I request you to kindly close the case.

Regards

Business

Response:

Review: Hello Revdex.com,

I recently started a selling on the online platform Etsy.com, through which I experienced much success.

Etsy.com takes a percentage of my sales in return for access to the network of consumers that frequent the site. My decision to a pay Etsy.com this royalty, to dedicate time to establishing the online shop, and to generate traffic was contingent upon the assumption that Etsy.com would hold up their end of the bargain.

Instead, I have come to believe that the support staff of Etsy.com actively sacrifices justice in the way of cronyism. In order to substantiate this claim, I would like to point out the fact that an Etsy.com search of the word "[redacted]" now returns only products owned by a competitor, "[redacted]," instead of my products... as it would have yesterday. One can only assume this has something to do with the recent advertizing payments to Etsy by [redacted], as is evidenced by their paid advertisements (can provide screenshots).

As it turns out, a representative from Etsy.com company shut down my account and has denied access. This continues after countless efforts on my behalf to resolve any issue. Every claim they have fabricated to explain the assault on my business has been met with prompt resolve on my part, and insolent disregard on theirs.

Still, nothing has been done to restore active status.

Furthermore, Etsy.com claims to have telephone agents ready to discuss suspended accounts 7 days a week. Every attempt to utilize this offering has been met with an insufficient, negligent, auto-drafted email.

Please advise on how to move forward. [redacted]Desired Settlement: We desire Etsy.com to reinstate our online store and a commitment to substantiate any and all claims that would merit aforementioned account suspension and/or shutdown.

Business

Response:

Review: I ordered a product from one of Etsy's sellers (transaction ID #[redacted]) on April **, 2013, and I have never received it. There have been numerous contacts through Etsy, with the seller, [redacted]. According to Etsy's rules, I should be able to file a case of non-receipt through them within 75 days if there is no "expected to ship by (date)". Otherwise, a case must be filed within 45 days. There is NO "expected to ship by (date)" in either the listing or the invoice, but Etsy's system will not permit me to file a case against this seller, although it is still within the 75 days. The seller has provided 2 tracking numbers, but the Post Office does not show receipt of the package for either tracking number. I contacted Etsy yesterday morning, by completing their form and submitting it, but I have not heard back from them. I also submitted another submission to Etsy today, asking that they accept the form as as my request to officially open a case, in lieu of being able to do this through their normal submission process. The 75 days will be up tomorrow, so I am attempting to comply with this deadline, in spite of this apparent gliche with their system that is prohibiting me from filing a case of non-receipt through the normal submission process.Desired Settlement: Request that Etsy open an official case of non-receipt and provide any necessary follow-up, including refund, if seller does not comply within the established deadline.

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 2013 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue to buy and sell all things handmade. To use the site, each 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 they ordered from “one of Etsy’s sellers.” My research indicates that this seller’s name is “[redacted].” [redacted] 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.

Etsy’s policies state “If the seller stated a ships-by date using the tools provided by Etsy, then the dispute timeframe is relative to the that date. The buyer may open a case after the ships-by date or after the seller marked the order as shipped, whichever is sooner. The option to report the problem is available for 45 days.” The Customer placed this order on April **, 2013. The order receipt indicated a “ships by” date of May **, 2013. A screen shot of the invoice for this transaction, including the ships by date, is attached. The order was marked as shipped on May **, 2013. Therefore, the ability to file a case for non-delivery for this transaction expired 45 days from May **, 2013 – because the ships by date of May **, 2013 came before the shipped on date of May **, 2013 – on June **, 2013. The customer did not contact Etsy Trust and Safety regarding filing a case for this transaction until July **, 2013, well after the option to file a case had expired.

We are sorry that the Customer did not have a positive experience with this Etsy seller. We will note this matter in the seller’s account, and investigate their practices. Unfortunately, we cannot reinstate the ability to file a non-delivery case once it has expired.

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

Sincerely,

Etsy, Inc.

Review: I ordered custom wedding bags from a seller off of Etsy on June [redacted], 2014 for $94.00. I wrote that I needed them for my wedding date which was August [redacted], 2014. I purchased them when I ordered them. Seller of Etsy named [redacted], wrote on her site that ALL orders ship by 10- 18 business days. The link is [redacted]. I reached out to the seller multiple times asking for an estimated time of arrival, and she finally responded July [redacted] stating that the order would ship by that Friday. After still not receiving them I reached out over 6 times, even trying to contact her by her personal email and she would not respond to any of my attempts. Finally, on August [redacted] I decided to open a case through Etsy. After seeing I opened a case, a week later she said she would ship the bags and she didn't get them to me until well after my wedding date on August [redacted]. I sent Etsy every email I sent her and all the proof of our conversation. They sided with the seller and she will not give me a refund even though she knows she sent them well after the desired date. I am in the process of disputing this through my bank, please let me know what my next step is to further this claim, thank you for your time.Desired Settlement: I would like a refund for the product, whether that is through the seller or Etsy.

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 is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”

Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) was not as described, in that it was received later than expected. 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.

Please note that Etsy is a marketplace made of individual Sellers with their own return policies, and Etsy is unable to mediate returns or partial refunds.

However, as the Customer has commented that there was an agreed by delivery date that may not have been honored by the Seller, Etsy has reopened the Customer’s case for further review. The Etsy Case system is a platform where buyers and sellers can work together to resolve issues with an order. If necessary, Etsy Administrators may assist in the mediation of the dispute.

We ask that the Customer now update their case log with any additional information they believe may be relevant to the case.

In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted]

We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,

Etsy, Inc.

Review: On May **, 2013 I purchase a cell phone case I paid in full and I never received it I tried contacting the seller he never replied back I've tried contacting Etsy and they're not doing anything to refund my money they have the worst customer service they don't help me I feel frustrated I just want my money back.Desired Settlement: I would like my money back

Business

Response:

Dear Mediator:

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

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.” (emphasis added).

In the complaint, the Customer indicates that she purchased a cell phone case on May **, 2013. My research indicates that this item was purchased from the Etsy seller TJKCustoms. TJKCustoms 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.

Our records further indicate that the Customer filed a Non-Delivery case on Etsy for this transaction on June **, 2013. The Customer voluntarily closed this case on July *, 2013, preventing any further intervention by Etsy on her behalf. If the Customer has not received the item or a refund, and would like to reopen the case so that Etsy can intervene further on her behalf, she must contact Etsy’s Trust and Safety department at [redacted] Pursuing this via the Revdex.com complaint system cannot result in the reopening of the Customer’s case. Our records indicate that we’ve communicated this information to the Customer via email on July *, 2013 and July *, 2013.

If you have any further questions, please contact us at [redacted]. Thank you.

Sincerely,

Etsy, Inc.

Review: Hello, I ordered 3 dresses from the same lady on Etsy. I received the dresses and tried mine on and it was very sagy in the back and the breast area was way to big for my small [redacted] These dresses are for my sister's wedding and now I have to go get mine altered so it looks good for her wedding. I have a picture of me in the dress and what the dress is supposed to look like if need be.Desired Settlement: If anything I would like a settlement of the price I have to pay for the seamstresses Bill.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”

Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) was not as described. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.

To clarify, Etsy is a marketplace made of individual Sellers with their own return policies, and Etsy is unable to mediate returns or partial refunds.

However, if the Customer believes that the item they received doesn’t match what the Seller described, they may open a case. The Etsy Case system is a platform where buyers and sellers can work together to resolve issues with an order. If necessary, Etsy Administrators may assist in the mediation of the dispute. If the Customer does not formally file a case, Etsy cannot intervene.

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

In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted]

We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,

Etsy, Inc.

Review: I placed an order with the seller "TwoGirlsPaperDesign" on April **. The shop policies indicate that items ship within 1-2 weeks, which led me to believe that my product would ship no later than May **. On May **, I still had no correspondence from the shop indicating that my item had been shipped. I sent a message asking if I had, in fact, been shipped, and instructed the seller that if it had NOT been shipped, to please cancel it because it was too late and I no longer could use it.

Within ten minutes, I received a "shipment notification" email, with no acknowledgment of my request to cancel.

Etsy's Trust team policies are unfair to a consumer in a situation like mine. I have done nothing except be disappointed by a shop that failed to deliver an item as promised. I should not have to wait more than a week from the time it should have arrived to get a resolution.

I don't care to read Etsy's response outlining their terms of service. I know that my use of the site constitutes agreeing to be bound by the terms. What I am saying is the terms are very unfair and I think Etsy should be held accountable for that.

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 claims the purchase she made from a seller on Etsy (the “Seller”) was not delivered. The Seller issued a full refund to the Customer on May **, 2014. The tracking information provided by the Seller also shows delivery to the Customer on May **, 2014.

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 wrote to the Trust team ([redacted]) on May **, 2014 and was advised to open a case. The Customer then filed a dispute with Etsy’s case system the same day and was issued a full refund by the Seller. We’re sorry to hear that the Customer found the resolution period to be too long and will keep this in mind as we plan for future improvements to the site.

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 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:

While it is true that I did receive a refund, it happened only after spending nearly an hour of my time writing back and forth with the seller.

In any case, the essence of my complaint is that it is unreasonable that Etsy's policies-- which I UNDERSTAND THAT I CONSENTED TO-- require a buyer to wait 7 days to escalate a case like this one to the Trust and Safety Team. If the seller had not refunded my purchase, Etsy would not have intervened for six more days. That is unreasonable.

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

Sincerely,

Review: Order #[redacted] was placed on Dec *, 2013. I was charged on Dec [redacted] for this order. Order has not shipped and no response at all from seller or Etsy Inc. I opened Case #[redacted] and still no response. I don't know how this business is allowed to operate.Desired Settlement: I just want my money back. I was charged and nothing was shipped.

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. The product I ordered was finally shipped...after I filed the complaint.

Sincerely,

Review: I made an online purchase through the Etsy online shopping website on September *, 2013 from a company called [redacted]. ([redacted] this is the order number). I ordered four shirts for a bachlorette party that were supposed to be personalized. I picked this specific shop because the reviews said the shirts would come quick and I needed them for a few days later. The shirts never did come on time. After a few days I sent a message from the Etsy site to the owner of the shop and got no reply. I finally got a reply from the owner on Saturday the [redacted] of September and he apologized and said the shirts would be delivered as soon as possible. I waited another week and still never received the shirts or another reply. I then contacted the Etsy website and filed a case with them about the shirts I never received. They contacted me back and told me my case had been escalated for review and that someone would get back to me. (Case #[redacted] — Opened on September **, 2013 this is my case number and the date I opened the case). The email said it would take a week and it has been almost two weeks since I have last heard from either the Etsy webiste whom I sent many message to and also the [redacted] company.Desired Settlement: I would like a full refund as soon as possible. I would also like an apology from both companies for the poor customer service and lack of response for all the messages sent. I needed the shirts for a gift for a bride who is a very close friend of mine and I feel like these companies partly ruined this special time for us because I never received the shirts and I spent so much time trying to contact the people that took my money right away and didn't provide anything in return.

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 have a site on Etsy. A previous employee that I terminated started her own site on Etsy and used some of my information. I don't konw what kind. Now this person that has her own site has gotten her site suspended and Etsy has suspended my site as well stating that there is overlapping information between my site and the offender's site. I explained by email only that I was not affiliated in any way with that site. Etsy has stopped communicating with me stating that I have to fix the offending site before they will turn my site back on. I hvae paid them for the 275 items that I hvae listed and right now I am not getting amything for the money that I have given them. I don't have any control of the offending site and I can't influence the owner in anyway. My site has nearly 100% positive feedback and I have no customer complaints against me what so ever. Etsy acknowledges this but they still will not provide the service that I paid them for and they have not offered me a refund. I can't get in touch with anyone on the phone to disucss this issue. Their customer service is horendous. At this point I have very few options to get this issue fixed and Etsy does not seem to care. All attempts to communicate with them falls on deaf ears.Desired Settlement: I wish to get my site back on line as I paid them for. I want them to disconnect my site from the offending site that I have nothing to do with.

Business

Response:

Review: During the checkout process, Etsy suggests an alternate delivery address to the one that was input by the user, presumably to be in a format that is correct. Normally, they will add 4 digits to the input zipcode or reformat the apartment number, however, during my checkout process, the suggested address had altered my street (from Bedford Avenue to Bedford Street), my city (from [redacted]) and zip code (from [redacted] to some other zip code). They maintain that I should have not taken the suggested address, I view it as highly abnormal to alter the inputs that I made and would believe that many people experienced the same issues as me. Since the package was not deliverable by [redacted] and was never returned to sender, I was hoping for a refund from Etsy, but they have stated that it was not their issue. I believe there is a specific flaw in their checkout process that caused this to happen and would continue to happen to customers.Desired Settlement: I would like a full refund from Etsy in the amount of $43.00.

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”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer claims that he made a purchase from a seller on Etsy (the “Seller”), and that this order was not deliverable, as he selected an erroneous address suggested during Etsy’s Checkout process. To clarify, during Etsy’s Checkout process, buyers are sometimes prompted to verify their shipping address if the address on file cannot be confirmed by the [redacted]. This verification system will suggest an alternate address which is confirmed by the [redacted]. As Etsy is unable to guarantee this information is correct, it is ultimately up to the buyer to confirm their address is correct before placing their order. As such, we are unable to compensate the Customer as a result of this error.Our records indicate that the Customer purchased an item from the Seller on February **. On February **, the Seller marked the Customer’s order on Etsy as shipped, and provided tracking information through the Seller’s postal provider, [redacted].After receiving a shipping confirmation for the order, the Customer reached out to the Seller through Etsy’s messaging system (“Conversations”) to request that the address be updated to his correct address. However, because the order had already been shipped, the Seller was unable to alter the shipping address associated with the order.Our records further indicate that, upon non-receipt of his order, the Customer opened a Non-Delivery case for on March **. During the process of the case, the Seller offered the Customer a partial refund, so the Customer manually closed the case on March **. Though Etsy does not hold sellers responsible for shipping delays or errors, if an item is returned to a seller, Etsy may be able to mediate a resolution through our case system. As this order was marked as delivered back to the Seller on March 26, Etsy reopened the Customer’s case on March ** in an effort to assist him in further resolving this issue. The Customer subsequently chose to manually close the case, as he was satisfied with the Seller’s resolution.In the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ([redacted]). We are sorry to hear that this was a poor experience for the Customer. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted]. Sincerely,CamilleEtsy, Inc.

Consumer

Response:

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

I understand the that one needs to review the shipping information during the checkout process, however, I find that the burden of responsibility changes if the vendor alters the street, city and zip that was just entered by the user in a prior screen. What is the purpose of asking for the address in the first place? I find this process of altering addresses to be highly unusual and commercially unreasonable as I've never experienced anything remotely similar on any other e-commerce platform. It is for this reason that I have been insistent on making this complaint and Etsy has yet to formally acknowledge the true nature of my complaint.

Etsy sounds good but all that glitters is not gold. Everything is hunky dorey until something goes wrong and then they claim they have nothing to do with it. If they take money and charge fees, they should not be able to leave buyers/sellers to fend for themselves...which they do thanks to their legal mumbo jumbo they like to pull out.

Review: I am an Etsy seller. I make and sell custom crib sets. Recently Etsy started offering an option to add variation menus for our customers to have more choices. I started using these variation menus to add more options to my crib sets. The variation that the customer chooses also change the price of the order. My variations all of a sudden went missing from my listings and therefor miss represented my crib sets for a much cheaper price. I have a very angry customer due to this glitch in their website. I have been unsuccessful in getting any help from them even after four emails. The first email was sent to them on October [redacted], 2013. They recommend going to their forum to ask other sellers for advice which I have been doing but they cannot solve my problem as they have no control over the website. As it stands my customer has opened a case on me and I may lose my shop, which is my source of income because they won't help me.Desired Settlement: I would like for someone from Etsy to call me and help me with this issue.

Consumer

Response:

My crib sets that are in my shop right now are the right price as I have fixed them and have decided not to use the variation menus in my listings. I do however have one listing that I have not fixed and is not activated at the moment. And it is still missing it's variation menu.

Business

Response:

November **, 2013

To: [redacted]

Via Email: [redacted]

Re: Case #[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated October **, 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 “[s]ellers are responsible for accurately listing their items, and buyers are responsible for reading the description of items before making a purchase. All sales are binding.” 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 alleges that she experienced a “glitch” using a feature on the Etsy site that allows sellers to add variations to listings. The Customer claims that, as a result, a buyer filed a dispute allegedly due to a misunderstanding about the price of a listing.

Pursuant to Etsy’s Terms of Use, the Customer was responsible for accurately representing her item, including the cost. Further, the Terms of Use releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute, which was resolved. Transactions on Etsy occur directly between a buyer and seller.

My research indicates that our Support team has responded to the Customer’s questions via email and explained how to properly use the variations option on Etsy. Our records also indicate that Etsy’s Trust & Safety team was able to resolve the dispute between the Customer and buyer on November *, 2013.

Further, we investigated the allegations of the "glitch" the Customer alleged she experienced and found none. As there were no other member reports of this happening, we conclude it was the Customer's user error.

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:

January **, 2014

To: [redacted]

Via Email: [redacted]

Re: Case # [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the December **, 2013 second rejection of our response to the complaint dated November **, 2013 by [redacted] (the “Customer”) against Etsy, Inc. (“Etsy”).

In her rejection, the Customer lists three issues. I will address each below.

First, the Customer mistakenly believes that her dispute case has been “deleted.” This is simply not the case. According to our records, the correspondence, including the excerpts she copy/pasted into her rejection, are intact. Should the Customer need assistance accessing the case, she may contact us at [redacted].

Secondly, the Customer claims she was forced to reimburse the buyer and let the buyer keep the item. Etsy’s Trust & Safety team, which helped to deal with the buyer/seller dispute, instructed the Customer to issue a partial refund to the buyer, because the Customer sent the buyer the wrong item. The partial refund was to cover the difference between what the buyer purchased and what the buyer received – based on the prices the Customer listed. According to our Terms of Use, the Customer is responsible for accurately listing prices.

The Customer further claims that the refund requested by our Trust & Safety team conflicted with her shop policies. However, in accordance with our Terms of Use, when the Customer used our dispute system, she agreed to the following: “To the extent that Etsy attempts to resolve a dispute, Etsy will do so in good faith based solely on Etsy's policies” (emphasis added).

Lastly, the Customer erroneously believes that Etsy changed its Seller Protection Policy [redacted]). The Policy, according to my research, has not changed. The Customer clearly misread our policies. To clarify, the message from our Trust & Safety team member that the Customer refers to instructed the Customer to provide her return address and preferred method of shipping. One of the requirements of the Seller Protection plan is “Respond to Etsy’s request(s) for more information about a case within 7 calendar days.” Therefore, the Trust & Safety team member message was stating that, should the Customer fail to provide such information within that time, the Customer would no longer qualify for the Seller Protection Plan, which means Etsy could suspend her account and provide a refund on her behalf. This is clearly stated in our policy, which, again, has not changed.

We hope this correspondence has addressed all of the Customer’s concerns. 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:

I would like to address each of the Etsy legal departments responces to my concerns in oreder:

1.

Etsy:

First, the Customer mistakenly believes that her dispute case has been “deleted.” This is simply not the case. According to our records, the correspondence, including the excerpts she copy/pasted into her rejection, are intact. Should the Customer need assistance accessing the case, she may contact us at [redacted].

Me: Here is a copy and pasted section where my cases would be. See below... no cases. My case was deleted.

"Your Cases

Here you will find all the cases that you have reported or those that have been reported about your shop. Click on any case to view more details about it.

Review: I purchased an item from a seller on etsy in October. I waited a few weeks for the item and never received the item. I looked on the etsy website and found the tracking number that showed the item had been delivered. I contacted the seller as I did not received the item and she stated it had been delivered and I should contact my local post office. I contacted the post office and found that they scanned the package delivered, but then sent the package back to the seller with a new tracking number because they thought the home was vacant ( we just moved in a few weeks prior). I contacted the seller and told her I knew she had the item and then she would not respond to my emails. I sent another email stating I was going to file a complaint and then I got an email stating the transaction had been canceled and therefor, I could not file a dispute. I sent an email to etsy and they reported she should be sending a refund within 3-5 business days. I waited and never got anything returned. I contacted the seller and she said she would not give a refund that she would send the item again if I would pay more shipping costs, which I refused. I contacted etsy again and they stated they would look into the issues. I received another email from them saying they were sorry that there is nothing they can do because it has been to long to file a claim and that I should contact [redacted], but it is too long for them to do anything either. It was too long for [redacted] because I waited for etsy to solve the problem and they took too long. Now I am out $40 and no items.Desired Settlement: I would like etsy to refund the money that the seller stole from me as they have an obligation to make their customers happy even if it means they have to make up for problems their sellers make.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: 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 she made from a Seller on Etsy (the “Seller”) has not been delivered.Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.According to the [redacted] tracking information provided by the Seller, the Customer’s order was marked as delivered on October **. The Customer contacted the Seller on November * about not receiving the item. Some sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy. According to our records, the Customer did not open a case on Etsy for this transaction within the 60-day eligibility window. As a venue, Etsy is not directly involved in the transaction, and we are unfortunately unable to fully mediate between the Customer and the Seller outside of our dispute system.The customer first contacted Etsy on December * to inquire about opening a case for this order. The Seller had cancelled the order on December *, and Etsy’s cancellation policies require cancelled orders be refunded if the buyer already submitted payment. On December *, an Etsy Administrator asked the Customer to check her [redacted] account to be sure the refund would not appear there within the expected processing time of 3 to 5 business days. The Customer was also advised to reply to the email if no refund had been issued.The Customer’s first reply was received on December **. Unfortunately, the option to file a case had expired on December **. Once the option to file a case expires, it cannot be reinstated.An Etsy Administrator contacted the Seller on December ** to inquire about the cancellation of the order. Because no refund had been issued, it was determined that the cancellation of this order was not valid, and the cancellation was reversed on December **.The Seller was contacted by an Etsy Administrator again on December ** with a request to provide proof that the Customer’s order was shipped to the address on the Etsy receipt. The Seller was able to provide this proof. For this reason, and because the [redacted] tracking information does not show the item was returned to the Seller, Etsy cannot hold the Seller responsible for the postal error. 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. Because the option to file a dispute with [redacted] has also expired, the Customer may wish to contact their bank or credit card issuer in pursuit of 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 have been a member of Etsy since 2007 and out of the blue my accounts was suspended. I received no email no reasons of why this had happened. I had to contact Etsy by email it was a thursday and received no email until after the weekend. This company has no telephone service, I build my business for years on this site and with a click of a button that is gone and you have no-one to ask why. The question I am going to ask is why does this company of this size have no phone service for their sellers to contact them. Take a look at the internet Etsy has been getting away with this for years. They even acting as a bank like Paypal where sellers in the USA can bypass Paypal payments and offer Etsy direct checkout. It is my rights as a customer of their site to be able to speak to a real human being when they decided to take my livelihood away from me. They are being allowed to treat sellers like this and hide behind their computers I have contacted the attorney general in New York to ask why this multi million company is not forced to get a phone service so their customers can contact them.Desired Settlement: I want ALL my accounts reinstated and my lost earnings to be paid back in full in all my shops on Etsy and apology from the CEO [redacted].

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. Unfortunately, Etsy is unable to offer phone support at this time.

The Etsy Terms of Use state, “By listing an item on the Site you warrant that you and all aspects of the item comply with Etsy's published policies.” Etsy has clear policies that outline what can be sold on Etsy, which can be found here, http[redacted]

The Etsy DOs & DONTs state, “Members who do not comply with Etsy's policies may be subject to review, which can result in suspension of account privileges and/or termination. This includes all of your accounts by virtue of association. In other words, Etsy reserves the right to suspend the use of the site for a person and all username(s) he/she operates under.” (emphasis added).” The DOs & DONTs further state “[i]f Etsy removes an item listing for violating Etsy policy, the seller is still obligated to pay the listing fee for that item. Suspended or terminated members remain obligated to pay Etsy for all unpaid fees per our Terms of Use.”

The Customer [redacted] is an Etsy member and agreed with Etsy’s Terms of Use and other site policies. On May *, 2013, Etsy’s Marketplace Integrity department contacted the Customer in order to better understand the Customer’s shop and whether the items in the Customer’s shop qualified to be sold on Etsy.

The Customer refused to answer the questionnaire regarding how her items were made, or to provide any of the information necessary to confirm that her items comply with Etsy’s policies regarding what could be sold on the site. As a result, the Customer was informed that her accounts must remain suspended until she can provide this information.

At this time, the Customer’s Etsy accounts remain suspended. As the Customer has been informed via email on multiple occasions, if she would like to regain their selling privileges, she must complete our inquiry process. Failure to do so will result in the Customer’s shop remaining suspended.

If the Customer has any questions about the information that she must supply in order to comply with our site policies, she can email us at [redacted]

If you have any additional questions about this matter, please contact us at [redacted].

Sincerely,

Etsy, Inc.

Review: Etsy, Inc. has failed to honor an agreement made regarding the use of their platform, in addition to additional agreements made via e-mail with an associated representative ([redacted] from the Etsy Trust & Safety Team). My account was temporarily suspended because we were behind (after I had a baby), and needed to adjust to the rapid growth of our shop. We received several negative reviews and open cases during that time. We were notified by Etsy, Inc. that we were temporarily suspended until all cases were resolved. All the cases were resolved, and then we were told we needed to ship out all outstanding orders to be reinstated. That included orders that were not scheduled to ship, and that includes funds for orders that were yet to be released. We were told to reinstate our account, we had to ship them. So we did. We shipped all orders and then were told the funds would be released after a 30-day probationary period where they would monitor to make sure we didn't have any additional unresolved cases or an abundance of negative reviews. We received no negative reviews during that period, and only two cases. One case was promptly closed when the tracking showed delivery. The other was an international purchase with proof of shipment, customs receipt and online tracking showing it had cleared Canada customs. The buyer from that particular case was also unresponsive to our attempts to see if they had received it. Today (10/**/2014) marks the 31st day of the probationary period where the funds were to be released, and instead of having them released we were sent an automated e-mail saying that our shop was now permanently closed. The money is unavailable for us to access and we have not received any response from [redacted] or anyone else with Etsy, Inc. This is theft, fraudulent, and a violation of their own agreement. We are happy to provide documentation of the e-mails, in addition to receipts of our shipments and material purchasing.

Aside from receiving the money held in our Shop Payment Account, we have filed an appeal regarding our account closure. This is our family income. We earn over $50,000+ annually on Etsy. All in one day without actual explanation, we had that taken away from us permanently. We have followed the guidelines outlined in Etsy policy and we have followed the additional guidelines [redacted] has set on us only for our account to be closed. This has been a pattern with [redacted] over the course of the suspension, and we have been denied the ability to request a phone call or to have our account handled by another representative. Please help us resolve this as our family's stability basically depends on it. Thanks-Desired Settlement: The $2,366.09 being held in my Shop Payment Account needs to be released, and the funds transferred to my bank account immediately.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated October **, 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 that her account was suspended for multiple reports of non-delivery as well as a declining review score, and funds in the Customer’s account were held past the 30-day probationary period.

The Customer was given a probation period after confirming they had shipped all past orders. The Customer continued to avoid resolving additional buyer reports of non-delivery, and received 3 additional non-delivery cases during this probationary period.

All funds in this Customer’s account resulted from transactions completed through Etsy’s Direct Checkout system. As Etsy’s Direct Checkout Terms of Use state, “By using the direct checkout service (“Direct Checkout”) on Etsy.com (the “Site”), on Etsy’s mobile applications or with other services provided by Etsy (collectively, the “Services”), as a seller (“Seller”) or a purchaser (“Buyer”), you agree to be bound by this Etsy Direct Checkout Terms of Use Agreement (the “Agreement”). The Agreement is a legal agreement between you and Etsy, Inc., if you transact in United States Dollars, or Etsy Ireland Limited, if you transact in a currency other than United States Dollars (collectively, “Etsy”).

Etsy’s Direct Checkout Terms of Use also states “If we reasonably conclude based on information available to us that Registered Seller's actions and/or performance in connection with Direct Checkout may result in Buyer disputes, chargebacks, or other claims, then we may, in our sole discretion, put into effect a hold, deposit delay, or reserve associated with Registered Seller’s Shop Payment Account balance.”

Please note that we clearly disclosed to the Customer the risk of these consequences prior to refusing service to her account for violations of our policies. As long as Etsy does not continue to receive non-delivery cases or chargebacks from the Customer’s buyers, any remaining funds will be disbursed to the Customer.

We do not make the decision to suspend an account and retain funds without great consideration. In the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance.

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

Sincerely,

Etsy, Inc.

Review: This womab [redacted] from [redacted] has a shop with etsy. She has been stalling me for almost 3 months for a product I order June [redacted]. Esty give 60 days to report. I reported it and [redacted] wrote a note to all her clients that sh is having issues. I belive she did this to stall so the time period could expire.

I got upset and asked for my money back and she was rude. then I did not see how to get in contact with esty. They only have a link to report a problem under the item and that link can only be used once. The problem still persists so I had to report her via a different sellers link. I'm not sure they will get it. This is why I'm going to bb.

Here is a copy of out

sent you a conversation on September **, 2014.

Re: Order #[redacted] on Jun **, 2014

Now you can take it or leave it. I attempted to refund the cash but the option isn't available. So I ordered the supply instead to make sure I can get you your productDesired Settlement: refund and penatly for the shop owner

I do not trust this woman. How is it that she is just now ordering my stuff over two months after and claims she can't give me back my cash? She can use [redacted]. She is a fraud and needs to be penalized by etsy.

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 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,

Etsy, Inc.

Consumer

Response:

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

[Your Answer Here]

Etsy claioms that I did not open a claim but I did in fact open the claim before the time allotted and they did not speak to the seller! Etsy is neglgent. It did not even attempt to talk to the seller this time either.

By having such a policey that they are not responsible for purchases they are not being business people as they collect fees and should ensure that sellers refund the money. It clearly states the items were not shipped and this term of agreement is illegal. They can not collect fees and not have any responsibility for the transactions.

If this issue does not get resolved I will take further legal action against esty for not even caring enough to contact the seller.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

Esty is wrong in stating that I did not bring this issue regarding this seller to their attention. I did. They also hsve a legsl pbligation to not allow a format where fraud runs rampant. After I reported the seller to esty the seller wrote a letter to me me. The letter was a general letter addressed to all buyers. It stated that the seller was having family difficulties and orders would be sent out.

Obviuosly esty does not monitor these types of manipulative dishonest sellers. This is why this seller has been able to use the etsy platform as a means to rib people. There is an implied duty of care that has been breached on the part of etsy.

The ploicu writen up by there legal team is not legslly binding. You can not have a policy where a buyer is left to be victimized by unscrupulous sellers. Clearly both eysy and seller know that [redacted] resolved matters with 45 days. The seller made up lies to buy time and to rob customers. Obviously its now over the time limit. Etsy is saying that its OK that the seller mislead buyers into giving her more time and then not returning money or sending products.

Indeed the seller was very rude and its likely because the [redacted] policy inadvertently condones and advocates this type of misuse of the sight.

As far as claims that I never reported the seller. That's a lie. There is a link to report seller under the purchases. You can only USS that link once. I tried to report again after the seller still had not sent the item and the link was gone. That's proof I sent it.

As a matter of principle I will not allow eysy to dodge responsibility. They need to contact the seller. She said the option to refund the money was missing on her end. Something is wrong with [redacted] sight. They need better it people and more people monitoring fraud.

This is completely unacceptable.

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 second 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 second rejection, the Customer has advised she opened a claim on Etsy within the 60 day window to open a dispute. As previously noted, no such claim was opened, nor was Etsy contacted about this transaction. If the Customer found that they were unable to report an issue with the transaction through the link noted, this was likely because they attempted to do so after their ability to file a dispute had expired on September *, 2014.

As the Customer paid for this order via [redacted], Etsy unfortunately does not have access to their payment in order to issue a refund on the Seller’s behalf. Etsy is therefore unable to further assist in the refund process.

We would like to advise the Customer that an inquiry was sent to this Seller as a courtesy. As the Seller has not resolved this inquiry, the Seller's account has been suspended pending a resolution of the Customer's complaint. In the event the Customer requires additional assistance or would like to follow up on the status of this inquiry, 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.