Etsy, Inc.

Review: This company sends "SHIPPING NOTIFICATION" emails to the consumer whether the package has shipped or not. The seller generates a shipping label. They put it on the package. An email is automatically sent to the buyer because a label was made. Then the package sits for as long it likes before it is even taken to the post office. NO way to track package. No way to know where my purchase is. Etsy's customer service is virtually non-existent. They continue to refer me back to the seller when it was THEIR email that made the error in the first place.Desired Settlement: Although it is past an acceptable length of time, I still want my purchase. It would be a much better business practice for Etsy to generate a "Shipping Notification" email when the package has been SCANNED by the mailing service and not BEFORE. Doing this will minimize complaints against the seller when all they did was not take the package to the post office in a timely manner.

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: Placed an order, and paid for item in full, an on December *, 2014 with reported delivery date of December **, 2014. Item has not be received and the company has not contacted me to notify me of alternative arrangements or refund of payment. Filed a complaint with Etsy regarding non delivery of paid item, and they responded automatically that seller is not available and closed the case without further action. I am left with no recourse against seller or Etsy.Desired Settlement: Either delivery of item or full refund of amount paid.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims the purchase 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 from whom the Customer purchased is not an employee of Etsy, but previously operated a shop on Etsy.com. Unfortunately, the Seller no longer qualifies to be a member of Etsy and will not be returning to the site. Even though the Customer is unable to file a case for this order on Etsy, she can still open a refund claim based on her payment method.Because the Customer paid for this order via [redacted], Etsy does not have access to her payment. For this reason, Etsy is unable to issue a refund on the Seller’s behalf. The Customer may wish to contact [redacted], or their bank or credit card issuer, to see whether she is able to obtain a refund.In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance. We’re sorry to hear that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted]Etsy, Inc.

Review: I placed an order on 7/*/14 - Order #[redacted] with winterscarlett. My credit card was charged at that time. I sent emails to the seller on 7/** and 7/** asking when my items would be shipped. They responded on 7/** that the items had been shipping and she was going to check on the tracking. I never heard back and have not received the items. I emailed again on 8/* and 8/*. I contacted etsy through email on 8/* and 8/* for their assistance and no response.Desired Settlement: I would like my order sent via overnight delivery or a full refund immediately.

Business

Response:

[redacted] [redacted]

[redacted]

[redacted]

[redacted] [redacted]

Dear Mediator:

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

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

In the complaint, the Customer claims the purchase 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 has opened a case on Etsy for this transaction and been in contact with an Etsy Administrator as of August *, 2014. As a venue, Etsy is not directly involved in the transaction, but we can attempt to mediate between the Customer and the Seller through our case system. If the Seller doesn't respond or resolve the case within one week from the date it was opened, the Customer will have the option to escalate the case for review.

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 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,

Review: My successful shop was shut down by Etsy for copyright infringement(CI) violations. When Etsy first notified me of my CI, I contacted Lionsgate immediately apologizing and explaining I didn't mean to infringe on their copyrights. In their email reply, I was instructed to add a disclaimer stating there was no connection between Lionsgate and my product. I added this disclaimer and replied to Lionsgate that if it still was infringing, I would change it to whatever they wished. A couple weeks later, I received another CI from Etsy from The Academy regarding my Oscar pops. As before, I contacted The Academy apologizing thinking that the disclaimer was enough, I relisted them and asked The Academy to contact me if items were infringing. Like most crafters, I'm not a business savvy person and I didn't understand what CI meant. I didn't know what I was doing and I was relying on the complaining parties to tell me. After my shop and all shops associated with me were shut down, I found out exactly what CI was and that I had, in fact, not corrected the CI on those listings. I went through Etsy's appeal process and was advised if I resolved my CI violations with the complaining parties I could with no guarantee of the outcome. I got resolutions from both Lionsgate and The Academy which were emailed to Etsy Legal. I emailed Etsy Legal requesting them to reopen my shops since both CI complaints were resolved. Their response was that they were glad I cleared up my account, but they were not going to open my shop because I was a repeat offender. If I thought this would be the outcome, I wouldn't have bothered to get the resolutions. I understand the importance and seriousness of CI, also Etsy's policies, however, I'm saddened and deeply confused as to why I am never allowed to have a shop on Etsy ever again. I made good on my violations and feel my shops should be reinstated. I thought Etsy's approach is to build up its sellers, not stifle them and treat them as people who deliberately go against policy.Desired Settlement: I would like to have the crime fit the punishment. I would like my shop and all those associated with it opened. I understand that it is my responsibility to become familiar with CI and trademark laws and to ensure that my listings do not violate the intellectual property rights of others before I list them. I now understand copyright and trademark infringement enough to avoid infringement in the future. I will not utilize any intellectual property in an unauthorized or illegal manner.

Business

Response:

Review: On April *, 2014, I made a purchase through ETSY with a shop by the name of "[redacted]," the owner of which whose name is [redacted]. Five days thereafter - after realizing her questionable service errors - I began to clarify my orders in an attempt to reach a resolution; [redacted]'s response (among other things) was, "if you don't want the rings to be made please let us know we can cancel the order." On that same day numerous exchanges with I, the consumer, and [redacted], owner of [redacted] (represented through ETSY) took place which involved my request of refund. Finally, she had issued a single refund; however, it was partial and not in whole. I requested the entire refund amount to which she owed. The following day she stated, "Ok I am issuing refund," but no refund was issued that day. I now demanded my refund be made (this being the next day) and [redacted] stated, "today you will get the other refunds," and no refund took place. I attempted to contact her through ETSY 3 times thereafter on two different days and the seller, [redacted], has not responded whatsoever. Last contact with her was April **, 2014. I have since attempted to contact ETSY on 2 separate occasions on April * and **, 2014 and they have neglected to respond besides sending a confirmation that they had received my initial contact. Below I am providing a detailed excerpt from part of the conversation I shared with [redacted] through ETSY.

I have looked through our conversation and highly encourage you to do the same. Here is what I have found.

March **, 2014

I notified you that "my fiance and I are interested in matching cobalt rings" and requested information regarding custom ring sizing.

You responded...

"We can make size 3 it will be additional 70 dollars."

I then requested, "how may we begin the process...and how will the payments be arranged."

March **, 2014

You, [redacted], stated: "when you are ready I will send you link for payment."

April **, 2014

I replied, "we are ready for purchase...and will be awaiting said link."

You then told me, "Please place order for 2 rings and I will send you another link for additional charge."

April **, 2014

I had made the purchase for 3 rings total. Order # [redacted] totaling $109.98 (for custom size 3 ring) and order # [redacted] totaling $54.99 (for my fiances size 8.5).

I also notified you in the "note to the shop" section with purchase #[redacted]:

"[redacted], Just to clarify this larger - 7mm in size 8.5 - cobalt ring is for my fiance... I wanted to differentiate between the two orders to minimize confusion during the ordering process!"

as well as indicated with order #[redacted] in the "note to the shop" section with purchase:

"Hi [redacted], As we've talked about I'm buying the 2 rings and then you'll send us a link/charge for the difference since I'll need a size 3."

I understand what was stated by both parties (as I've documented). I appreciate professionalism, even through E-Commerce and your condescension and complete lack of courtesy directs me to demand a full refund of both orders. Active immediately.

To clarify:

I demand a refund of

order# [redacted] (total: $109.98)

and

order# [redacted] (total: $54.99)

for a total reimbursement of: $164.97

-END-

[redacted], not acknowledging anything I stated in the above drew this response from me:

[redacted],

According to our conversations - which are recorded through Etsy - you have sent no such link. Not here or otherwise. I have documented (in full quotation detail) direct excerpts from our conversations which show the problem specifically. I am prepared to utilize such information should you not grant my refund.

To be precise:

I no longer want your product. The service is not as described (detailed in my description above (chronologically ordered)).

So I will take you up on your request, " If you dint want the rings to be made please let us know we can cancel the order."

I demand my refund in full in the amount of $164.97.

(Refund of ORDER # [redacted] and ORDER # [redacted])

This will be my last formal request for my refund. I will then notify Etsy if it is further delayed.

- END -Desired Settlement: Refund in full, and shut down of said store due to numerous accounts of terrible customer service and a higher than 23% customer dissatisfaction rating (as mentioned to ETSY). Since problems like this seem to be common experiences through ETSY there should be much more quality assurance on evaluating sellers who represent them so problems like this can be minimized.

Business

Response:

Review: I have been trying to resolve an issue with a shop, Sunrise to Sunset, that Etsy allows to sell under their name. The product that was sent was defective and the seller promised to send a new product to replace the item. This discussion began in Nov 2013, yes you read that right. The seller has still not sent the new item and is non-responsive to the 10 plus messages I send her per day. She has claimed that she tried to send it but could not get the delivery man to give her a tracking number. She promised to try to resend it and provide a tracking number within 2-3 days, and that was on 2/**/2014. I have not gotten a response from her since that date, and I have sent her messages every.single.day. I have contacted Etsy administrators on 3 occasions to ask for assistance in getting the seller to provide the item they promised to replace. I am not asking Etsy to pay for this, I am just asking that Etsy assist in facilitating the resolution of the issue. I understand Etsy's policy on 'nothing is our fault and you can't hold us responsible for anything' so you can save it when it comes to your standard cut and paste response. Reaching out to shops you allow to operate under your name does not go against the policy and is just good customer service. Again, I am not asking Etsy to pay for the item or anything, I would just like someone to reach out to the seller and say 'your service under our name is unacceptable so fix it or you won't be allowed to sell here.' Etsy has advised me to file a police report, but this shop is located in [redacted]. That's not going to do much, unfortunately.Desired Settlement: I would like Etsy to facilitate resolving this issue and contacting the seller to send the new item she promised to send on 1/**/2014 that still has not been received.

Business

Response:

Review: I purchased a chalkboard from a vendor through Etsy, Inc. This vendor sent me the wrong product and ended communications with me a month ago. I contacted Etsy and asked for help, and they just suggested I sue them or drop it. I responded to Etsy with a simple request of allowing me to rate the vendor through their website, and it was ignored.

Simply put this silly little hipster website it designed to protect the vendor at every step. Buried in the website are the ridiculous protections they offer to customers. The customer gets 90 days to raise a dispute, or write a review. After that there is no recourse, I can't even rate this crook through their website. After being invoiced and paying the vendor I was in very regular communication with him. He had delays and I was accommodating. I was just trying to be a decent, courteous person. Once the 90 day window and several frustrated messages, the vendor send something not meeting the invoice description (the dimensions were off by feet). He promised to send another and did not, and is now completely ignoring me. All this occurred after the 90 invoice window, so no resolution was offered by Etsy. Of course the shipment occurred after the 90 day window, but that didn't concern Etsy, Inc at all.Desired Settlement: I want Etsy to refund the money.

Business

Response:

Review: I will make this as brief as I can. I was a seller on Etsy and was selling Cupcake Toppers that I hand made. I bought most of my items from their site to make them. They shut me down due to copyright laws of the products I was selling yet bought most of the stuff from Etsy itself!! I contacted them when they shut me down and tried explaining this to them but they didn't even want to discus the matter and told me I would never be able to sell on their site again.I contacted them over and over again and got the same form letter back every single time telling me I can never sell there again. I even told them I would change the items I would sell and the outcome was always the same No I can not sell there ever again!!! I think this site needs to be looked into for what they allow to be posted for sale before it's posted due to copyright laws and if they shut me down they need to shut everyone down who is selling the products that Etsy has the problem with. I check the site all the time and see more and more of what I was selling up for sale (Examples [redacted]).I don't understand how they can target a select few and it should be the same for everyone!!!!!Desired Settlement: I expect them to be investigated for breaking ALL Copyright Laws themselves!!!!! For allowing sellers to sell copyrighted material to begin with. Plus a phone call would be nice instead of the form letter they keep sending me in response to my emails!

Business

Response:

Review: Ordered 2 euro shams on Jan. [redacted], 2014 (order#[redacted]), total amount $39.98 plus $4.99 shipping fee, charged to my visa.

This charge has already appeared on my credit card. The billing receipt emailed to me states that the order would ship by Jan.[redacted], 2014. Started emailing this company on Jan. [redacted] to get a status update on my order since it still showed and as of today Jan. [redacted] still shows as not shipped.

This company does not answer their phone and has nor responded to my numerous emails.

I am at this point very suspicious that I have been scammed.

Can you please help.

Thank youDesired Settlement: Refund -Credit Card

Business

Response:

Review: I have contacted several times about an unauthorized credit card charge with no response.Desired Settlement: I want the money returned since I never made the charge

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.

Our records indicate that an Etsy account with the username [redacted] and bearing the Customer’s full name, social security number, credit card information, and logging in from the Customer’s location sold an item described as “2.30 ct charles and colvard moissanite 3 stone ring set in 14 kt wg” on May **, 2013. After the sale, the seller ([redacted]) failed to deliver the item to the buyer. As a result, the buyer filed a non-delivery case via Etsy. The seller ([redacted]) failed to respond to this case and provide proof that the item had been shipped or the buyer had been refunded and, as a result, Etsy was forced to issue a refund on the seller’s behalf in the amount of $396.10. That amount was charged to the credit card used by the [redacted] account to onboard with Etsy’s Direct Checkout system.

Our records indicate that we communicated with the Customer regarding this situation both via email and telephone on or about June **, 2013. The Customer indicated via email that her step-daughter and the step-daughter’s father had access to the email address that was used to sign up for the [redacted] account, but that she was unable to get in touch with them regarding this situation. As of now, the [redacted] account is closed and cannot make further sales or purchases.

If the Customer would like to discuss this matter further, we urge her to contact our Payments Risk department at[redacted]. Thank you.

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 have disputed this charge with my credit card company and they are investigating the matter. My credit card company said that etsy should have investigated it and since they never did anything but contact me with generic emails im rejecting. This company should have at the very least investigated.

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

Sincerely,

Review: To whom it may concern I would like to file a complaint against the e-commerce site etsy.com. My online business "waltersbeads" has been put out of business by the click of a mouse without warning. My income, job and lively hood has been taken from me in an instant. I have been accused for copy right infringement which I dispute because the accusation is unreasonable and questionable and definitely not intentional. I have been a jewelry designer and also have been an online retailer offering jewelry and craft supplies to the public like findings, stones, pearls beads etc. A little more then 5 years ago I opened an online store called "waltersbeads" with the e-commerce platform www.etsy.com located in Brooklyn New York I never had an issue for 5 years and have been an outstanding seller with a 100% feedback rating and over 6100 feedbacks left for me in all the years and over 10 000 transactions. I paid thousands of dollars in fees, always on time and invested thousands of man hours building up my store and only in the last few months as I have been becoming increasingly successful because I invested heavily with time and money have I run into 2 accusations by etsy.com. My business on etsy is worth to me at least $ 200 000 considering the time and efforts I have spent building the webstore and bringing paid traffic to my store and the platform alltogether over the years. I was encouraged relentlessly to grow my business and follow their advice which I did. My business is craft supplies selling good quality gemstone, glass and other beads, rhinestones, findings etc. including my own handmade jewelry. In this complaint which caused this shutdown of my etsy store I was accused by a representative of the New York Metropolitan Authority on infringing on a copyright of theirs. I had offered for sale an Iphone cover with and image of the the New York subway map printed on it. The image is one I have never seen before and unlike the original subway map. Larger area of New York and unreadable with the naked eye. I bought this item in question in a wholesale outlet in Manhattan ([redacted]) a few months ago with some other iphone cover images like fish, birds, universe etc. The only reason I bought these few iphone covers is to give my customers an idea on how to use my rhinestones and linked the ad with all the rhinestones I had for sale. It is popular to cover iphones with rhinestones and the images I selected had good motives to decorate it with stones I thought. When I bought these iphone covers it never occured to me to ask the store to show me licensing agreements for the items I bought. I did not buy them on a street corner but in a legitimate wholesale outlet and I have a receipt to show for it. Etsy was not able to tell me what was wrong with the listing and just sent me an email telling me one of my items ( out of 2400 listings) has been removed because it violated copyright. A few minutes later I was officialy out of business as they closed my shop and selling privileges. In their email I received information as to whom who filed a complaint against me. I contacted that representative of the MTA and wanted information on what was wrong with it. I received a short response and to the point: There is not trademark on the item - right? Thanks That was basically it. To me it seems even that representative is not really sure by his answer. I went then back to the store in Manhattan and accused them of selling me an unlicensed product which they denied. I was told they only sell licensed products and products which do not need a license and are in public domain. When I contacted Etsy.com Legal Department I was told there have been multiple complaints against me which caused this shut down. In 5 years being with this platform I received only 2 complaints against me because 3 complaints where for one and the same issue. Let me explain the last incidence before this one. A few months ago I had some European glass beads listed for sale on the etsy.com site titled: "European Glass Beads will fit Pandora, Camilla and other Charm Chains." Shortly after I listed this item I received an email notification from etsy legal dept that some items had to be removed from my site because Etsy received a complaint of copy right infringement. Etsy failed to explain to me what that copy right infringement was. I asked the etsy staff and got no detailed information as of why but was refered to the person who filed this complaint against me. I contacted that pandora representative and was just simply told I infringed on their copyright - nothing more. No details as of what exactly. I clearly never misrepresented these glass beads as being pandora beads just stated in the title description it will fit some brands including pandora. It took me days to figure out what was wrong with it. I finally found a blog from another seller who had the same experience. Apparently one is not to mention a brand name in a title description only in text is allowed. I am not a lawyer so if even etsy's legal dept failed to tell me what was wrong with the listing then who am I to know. Anyhow since etsy told me they removed the items in question I assumed the deleted these few items alltogether and I accepted. I was unaware that there were still about 2 or 3 more listings up for sale of the same title description which they did not take down. They were somewhere listed between the over 2000 listings. About 2 weeks later they got another complaint from the same rep against me. This time etsy.com shut me down. They failed in removing the items they said they removed. They clearly made me belief they removed all of it which they did not. I had many emails back and forth with the legal dept asking them to open my store again which they did eventually. I then purged my whole inventory and made sure nothing conflicting is up for sale as I could not rely on etsy at all for removing it. then about a week later the same thing all over again. Etsy failed and never deleted the items they said they removed. Instead they retired the listings in a folder called expired listings. I had about 100 expired or sold out items in that folder and launched them for sale all at once never thought any of the removed items would be in that folder. Well there it was up for sale again same issue and I got the third complaint. At that time I purged all folders by keywords and found nothing wrong anymore. I then was told by the legal staff one more incident and they will shut me down without warning. This time I screened every listed item and it was 100% clear of any questionable listing. Extremly stressful to work with a warning like that. It is unusual and harsh to be put out of business at my age. Etsy knows that was not intentional at all and I never even profited from it. It seems Etsy has its own interests not to police listings on listings. If they did they would be out of business. I have been an honest seller with a good clean record. Never did I intentionally sell a product which I suspected it could be a conflict or fake. Why would I jepordize a business for a 5 $ item which I not even profited from. Absolutel not! I know I accepted the user agreement which is something like more then 10 000 words long. However this shut down does not justify the means and putting me out of work at my age of almost 60 years is an over reaction and unreasonable. I demand that my shop be reopened. My financial loss and investment is too large just to let it go besides I need my job back. I have been out of work with that site for the last 2 weeks. Thank you for your assistance in this matter Sincerely, [redacted]Desired Settlement: reopening of my online store http[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.

The Ety Terms of Use state, “Your Content and your use of Etsy shall not: Infringe upon any third-party's copyright, patent, trademark, trade secret or other proprietary or intellectual property rights or rights of publicity or privacy.”

Etsy’s policy regarding Intellectual Property is here, etsy.com/help/article/482.

Etsy’s policy about what can be sold on the site is here, etsy.com/help/article/483.

Etsy’s policies 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.”

The Customer [redacted] is an Etsy member and agreed with Etsy’s Terms of Use and other site policies. Etsy’s Intellectual Property Policy stipulates, “Etsy may act expeditiously to respond to a proper notice [of infringement] by (1) removing or disabling access to material claimed to be subject of infringing activity; and (2) removing and discontinuing service to repeat offenders.” (emphasis added).” Each time Etsy removed material based on a notice of infringement, we emailed the Customer with information about what was removed, who provided the notice, and answers to relevant FAQs, one of which is, “Q- What if Etsy receives multiple complaints about me? A- Etsy may be required to close your Etsy account.”

Pursuant to these policies, the Customer’s Etsy selling privileges were terminated due to receiving multiple notices of intellectual property infringement from third party intellectual property owners.

Etsy has explained this issue multiple times via email to the Customer. Each email was written by a member of Etsy’s Support team, and provided the necessary information to fully explain the current state of the Customer’s account. We are sorry that this has happened, but we cannot reconsider the Customer’s shop status.

Etsy considers the matter closed at this time.

Sincerely,

Etsy, Inc.

Business

Response:

Dear Mediator:

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

Etsy is a venue. As a venue, in accordance with the Digital Millennium Copyright Act, Etsy must remove content when it receives proper notice from an Intellectual Property owner that the material infringes on their rights. Etsy is not a judge or jury. Etsy can only comply with its policies and the law and remove infringing content, and disable accounts that receive multiple notices.

For more information about infringement and intellectual property law, we encourage the Customer to contact the intellectual property owners directly or an attorney.

Pursuant to Etys’s policies, and to the multiple communications regarding this matter that Etsy had with the Customer, the Customer’s Etsy selling privileges were terminated. This decision is final and cannot be reconsidered. We are sorry that we cannot continue our business relationship with the Customer.

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:

Dear Mediator,

I reject their response outright. They never not once admitted to their mistake of not completely deleting an item from my store like they implied they did which resulted in an accidental re launch and a repeat complaint from Pandora. They failed in educating sellers how to describe an item in order to avoid a conflict with copy right infringement.

I already explained in detail how this happened but they don't care nor do they listen. They made up their mind. Again - title of the item was " European glass beads will fit Pandora chains" that was it. Since there are literally hundreds of such listings on their site I just duplicated how other sellers describe the same item. If they would take down everyone this would not even have happened in the first place.

Regarding the second complaint against me from the lawyer Mr Froehlich who represents the MTA I did contact that lawyer and had multiple email conversations with him. He was not 100% sure if the item was in infringement. He asked me many questions and I gave him all the information as to where I bought the item. That store is still selling that same item in their Manhattan store to the public. Does a seller now have to ask a distributor to show licensing agreements before one should buy? No - unreasonable and no one does it. I assumed the items which are sold are legitimate period. If I would mislead the public and offer fake merchandise with intent I would agree with Etsy. I did not and never did and it is pretty obvious. Also the relationship of 2400 listings at any given time versus one listing which is not kosher does not represent me at all. Etsy has become quiet a popular site because of sellers like me. Now they don't need me no more. There are thousands of china vendors who sell truly and obviously fake merchandise on their site which is the most upsetting part.

They have tools in place where they could police their site but they don't and rather wait for a complaint. This is bad customer service. Anyhow my experience with them should be a wake up call for anyone who wants to open an etsy store.

Yes they have a user agreement 10 pages long but it does not educate sellers well enough in order to avoid a conflict in describing an item correctly. If they are so concerned about that, then that should be a priority. On top of it most New Yorkers would not even know the New York subway map is a copy righted image. So I never even questioned it. It should be public domain. Etsy owns their site of course. They can do whatever they want but it leaves more then just a bad taste in my mouth and I lost a considerable amount in listing fees by being shut down in an instant. What does bother me a lot is that they truly believe I did this on purpose. I had a nice business going with them and why would I jeopardize that for a 5$ item out of 2400 correct listings. Etsy not even takes the time to consider these facts. Simply careless and rude. Take my money for 6 years ( a lot) then throws me away as I am being replaced by thousands of [redacted] I believe in Karma. What goes around will come around eventually.

Sincerely

Review: 9/**/2014 - placed order with [redacted]'s shop [redacted] on Etsy's website via [redacted]. Ordered a personalized larger adult blanket. Stated it was for Christmas so the seller had plenty of time.

11/**/14 - Received email that my personalized blanket: "[redacted] has shipped your order!" Item being shipped via the [redacted]. Item never received.

11/**/2014 - message to seller asking if the blanket was mailed. Received an automated response: Please know we have placed our shop on vacation until we can catch up on order. We are running about a week behind on orders. If your order has been marked shipped but you see no progress, please know that we are in [redacted] and we have been experiencing Lake Effect Snow. I haven't seen a mail person since [redacted] 11/** as they are unable to get up and down the streets. We are in a state of emergency and we are expecting two more feet of snow...... ..

The seller did get back to me shortly after receiving the automated response and said: "It is sitting here waiting to be mailed. I live in [redacted] and have not been able to leave my house since[redacted]. No mail has come in or out since then, I am sure you have seen the new coverage. I am friends with one of the local post office ladies and she is going to message me as soon as they re open and as soon as a plow (which we havent seen all week) can plow the 6 feet of snow out of our road I will be taking all orders to the post office :-)"

11/**/14 - Item not received, sent a follow-up message asking if item was shipped. Seller replied "Yes, you will have it this week!"

12/*/14 - Item still not received, sent another follow-up message asking if the item was shipped. No response from seller.

12/*/14 - Item still not received, still no response from seller; sent another message asking if item was shipped. Again, no response from seller. [redacted] is the shop's name and the owner is [redacted] 12/*/2014 - Filed a complaint with Etsy

12/**/2014 - Filed a complaint with [redacted]

12/**/2014 - Called my bank with [redacted] on the line (as per [redacted]'s request); they all cannot do anything to help get a refund.

12/**/2014 - Filed a complaint with [redacted])Desired Settlement: I would like a refund.

Business

Response:

December**, 2014 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated December**, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims the purchase 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 previously operated a shop on Etsy.com. Please note, the Seller’s shop was suspended because of policy violations, including their failure to resolve the Customer’s case in a timely manner. The seller will not be eligible to sell on Etsy again until they resolve the Customer’s case.As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf. We’re sorry to hear that both [redacted] and the Customer’s bank were unable to assist with the Customer’s pursuit of a refund.We’re sorry that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]. Sincerely, [redacted]Etsy, Inc.

Review: My name is [redacted], I own two shops on etsy [redacted]. My mother, who lives with me, owns a painting shop [redacted]. My shops and my mothers shops were suspended this week with no email communication as to why. I requested a callback and was told that they were suspended because my boyfriend (who dosen't even live with me) had a case opened against his shop [redacted]. They told me that the shops had "overlapping information" and think that the shops are linked.

After NUMEROUS emails to trust and safety explaining that we are three separate people running our shops, I was told time and again about this "overlapping information" but never told what this info was. I explained in yet another email that we sometimes checked our etsy shops from his computer while at his residence and printed off our shipping labels there because he has a postal weight scale and we do not. I also allowed my boyfriend to use my [redacted] address a few months ago when his was not working properly so he could continue selling the items in HIS shop.

In these emails I offered and pleaded with them to let me send them evidence that my mother and I run our OWN shops and that they are nothing to do with [redacted], but again, I was simply told "when the case against YOUR OTHER SHOP is dropped, your shops will be re opened" I have saved these emails as evidence. The case against my boyfriends shop was dropped, but now all our shops are STILL suspended because now Etsy is saying his other shop has an overdue bill. He wrote to etsy to tell them, yet again, that my shop and my mothers shop have NOTHING to do with his, and we are getting the response now that "once this bill is taken care of" your other shops will be re-assessed.

Just as a side note, all of our shops don't even sell the same type of items. I sell handmade bracelets and videogame themed items in my shops, my mother sells her watercolor paintings in her shop, and my boyfriend sells pop-culture related items in his. Why they think we are all running each others shops is beyond me.

This is getting ridiculous. My shops, and my mom's shop are paid up, our fees are paid. We have done nothing wrong. I am getting the run around. I have been on etsy since 2010 and my mother opened her shop a year or two ago. We have never had something like this happen, and I feel we are being punished for no reason. If etsy members are dating, and one of their shops gets a case opened, does etsy punish the significant other? I have been polite and proffessional in my communicatins with etsy, but I feel as if my mother, my boyfriend and I are being called liars. I am tired of being accused of dishonesty. I am also aware that my boyfriend is filing a complaint about this with Revdex.com as well. Thank you for reading my concerns. No one at Etsy will hear me out.Desired Settlement: I want my mothers shop [redacted] and my shops [redacted] and [redacted] re opened immediately.

Consumer

Response:

My shop has been restored by Etsy, thank you.

Sincerely,

Review: On ** June 2014, I purchased a Fleur de lis Theme Wedding accessory set Guest Book, Pen Set, Cake . Knife Server Set, Flute from BubbaCo on the website [redacted]. The item was charged for $82.99 on * July. I can show proof of that charge with bank account statements. These items were to be for my wedding on ** August 2014 and by ** July I was getting worried that the items would not get here in time. I looked online to find out the items have not even shipped! I contacted the [redacted] via [redacted]. ( this was the only method of contact) My personal email was provided. I printed out our following conversation, but I will only include the just of the conversation. I asked that I wanted a refund ASAP and did not want our items, because due to surgery I was unable to run around like I should a month before wedding. And that to not even ship out product in a month was very poor business practice. His response was that my response ,I left on [redacted], was untrue and be classified as wanting something for nothing. After some more messages were exchanged and he said that I provided the wrong address, merchandise was returned and that I was a liar. Added I wanted something for nothing, but I paid in full on * July 2014 so my end of the business transaction was met! So in no way can I receive the items I purchased for "nothing". Nor at anytime until a lot of arguing did he mention about a refund or return. I provided him with pictures from my Esty account showing items were not shipped and address that was correct. He responded to my review on [redacted] saying that item was shipped (without providing a tracking number) and returned due to wrong address and that I wanted something for free because of my surgery I had had 2 weeks prior. Again I already paid for the merchandise so it can not be free if I have already been charged. I looked on esty and personal email to verify address and our address that was provided is correct. I have screen shots of account information, Dates merchandise was suppose to ship, Status showing that it say not shipped( not in a return status), the amount of money charged, and print out of the entire conversation.Desired Settlement: He had said he refunded our money, but it occurred today on 7-**-2014, refund has not yet been seen by customer either by [redacted] or debit card account. If we do not actually receive our refund I would like to get one and show that his business practices need to be revised. I understand you can not make every customer happy, but when item says ship by * July and by ** July it has not shipped and [redacted] calls Customer a liar about giving wrongful information that was clearly correct is a problem. Other reviews of company said that he promised refunds but never got them. There are 46 pages of reviews most good, but the few bad ones it never seems to be to companies fault for anything and people want some thing free and it always to customers fault. I am looking to get a refund and hope the business would look into addressing the shipping issues to ensure that this easy fix doesn't happen again.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth [redacted]’s position regarding the complaint dated July **, 2014 against [redacted], Inc. (“[redacted]”). [redacted]’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 [redacted]’s Terms of Use and other site policies. [redacted] (the “Customer”) is an [redacted] member and agreed with [redacted]’s Terms of Use.

[redacted]’s Terms of Use state, “[redacted] cannot ensure that a buyer or seller will actually complete a transaction.” [redacted]’s Terms of Use also state, “You release [redacted] (and [redacted]'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 [redacted] (the “Seller”) has not been delivered. The Customer also states that they have not received a refund from the Seller.

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

I see according to our records that the Customer received communication from the Seller on July **, 2014 that the Customer’s order had been cancelled. In the event the Customer has not been refunded, 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 [redacted] from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,

Review: I recently found out I had a virus on my computer that stole my information of a bunch of websites. I then found out soon after that someone had went onto my etsy account and posted in the forums that the shop owner had "passed away" and they needed helping knowing what to do. I found out about this about 3 days after it was posted. I was on vacation and came home to emails upon emails sending their condolences to "my sister" about my passing. I was utterly confused and then thats when I found out about the forums. I didn't let it get to me until I later found out that there was messages about orders missing out of my inbox. Today, Etsy emailed me sending their condolences and wanting further information on "my sister" because in the forums this person states they are going to take over my shop. I respond as soon as I receive it which is 9:15am and tell them what happened. I tell them that I believe the virus on my computer did this and I REALLY AM ALIVE. They did not respond. about 15 minutes later I see my account has been suspended. I email again asking why it has been suspended. Again, no response. I then contact etsy support on the matter, No response. I never got an email telling me that my account was suspended. Or why it was suspended. In etsy's FAQ it says they send an email saying why and how to fix it. Never got anything. And never got a response to the 5 emails I sent them. I don't believe my account should be suspended for something WAY out of my hands. My earnings from etsy pays my bills and they wrongfully took that away from me, and now I may not even be able to put food on the table. Etsy "Trust and safety", thanks for ruining my business.Desired Settlement: That my account get unsuspended.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. Bailey Emmens (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 due to evidence that her account was being accessed by someone other than herself. The Customer’s account was temporarily suspended while Etsy reviewed this concern. Etsy’s policies in regards to reports of an account takeover is to limit communication through email, until we can determine that we are communicating directly with the Customer.

Etsy temporarily suspended the Customer’s account on July **, 2014 and reinstated their account privileges in full on July **, 2014. We apologize for any inconvenience this caused to the Customer during this time.

In accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,

Etsy, Inc.

Review: I ordered 3 items from this company 1 being a pink furry rear view mirror cover,1 pink furry steering wheel cover,2 pink furry headrest covers and two pink furry seatbelt strap covers on the **of February 2014 and have not yet to receive nothing. they were supposingly shipped out on the [redacted]of February.I have asked for my credit card to be credited back in the amount of $61.41 but was reassured that it would be sent out again and this time under USPS. I had a tracking number but still was not able to track this ghostly package. After constant emailing back and forth I gave up and decided to file a complaint. After reading various other customers complaints once my order was initially done I noticed how others had complained as well about not receiving their items either but by that time my orded was complete and my credit card was charged.I would just like my money back so I can go elsewhere because I have waited 2 months and Iam fed up with these people !Desired Settlement: credit card credited back

Business

Response:

Review: I have ordered 2 bookmarks from them on December [redacted]2013 and have not received them. The amount was for $55.98 but I received 10% off after cause her coupon code was not working so the final amount after she credited me back was $50.83.I never received bookmarks and have been trying to contact seller at no avail for a refund.Desired Settlement: I would just like my money ($50.83) refunded.

Consumer

Response:

The seller finally got in touch with me and issued a refund.

Sincerely,

Review: A purchase in the amount of $203.45 was made on 12/**/13 from this company's website from [redacted] of their sellers. The seller indicated the package was shipped on 12/**, then stated it was cancelled because there was no box for it on 12/**. The seller then ceased to make any further contact, after requests for information, until 1/**/14 when the seller returned from vacation. At no point did the seller indicate that the package would not be shipped prior to vacation, which began on 12/**. After not getting any response from the seller, a refund was requested through the Etsy website. The seller ignored the stated request and shipped 3 of 10 products that were ordered, with no indication that any others were forth coming. The package was refused and shipped back to the seller. The case was escalated and Etsy has failed to assist in the handling of this matter. I received this e-mail:

"Thanks for getting in touch with us. When a buyer files a case on Etsy, the seller can resolve it by either fulfilling the order, or issuing a full refund. Should the seller ship the order, we are unfortunately unable to require them to issue a refund.

It's up to each seller to decide how to resolve these kinds of disputes with the buyer. It's our hope that the seller will follow up on the buyer's requested resolution, but we regretfully cannot guarantee that this will be the case.

Please let us know if there's anything else we can help with."

This seller "[redacted]" has does this on prior occasions as stated in the comments about her products. Etsy is refusing to assist in getting the refund and refusing to hand over the company's business information. They have insinuated that the buyer of said products is a third party and they are unable to release any information pertaining to the seller. The e-mail stated:

"Thanks again for getting back to us. Etsy's Privacy Policy states, "Etsy will not sell or disclose your personal information to third parties without your explicit consent, except as specified in our Privacy Policy."

As such, we are not permitted to provide this information at this time. Please let me know if you have any other questions."

To date the seller has made no further comments, sent any other products or issued a refund. Etsy has closed my case stating the products were delivered when she herself stated in the communication that she only sent 3 products!Desired Settlement: The outcome desired is to receive a refund and for this seller to be banded from the website so that she may not do this to any[redacted] else in the future. Etsy has proven to be unreliable as far as buyers of their sellers' products go. They seem to be pro seller and anti buyer, meaning the seller is always right.

Consumer

Response:

In reference to complaint ID [redacted], due to the unsatisfactory customer service I was receiving, I contacted [redacted] and they have initiated a refund. Etsy closed my case stating that I had received the items, when the seller stated in their own communication log she only sent three of the ten products ordered and the USPS website shows that the order was refused and the date and time the seller received the refused package. The communication with Etsy Trust & Safety representatives as well as the USPS transit log can be found below. Thank you for your assistance in handling this matter. Please let me know what happens now.

Sincerely,

[redacted]

Also [redacted],

Review: Etsy the company is not my problem it's the company FESTclothing that is a company in Etsy that gave me false information.I tried contacting the seller and she is very rude and I order my item February *,2014 and the seller said I won't receive it until the [redacted] of March.I tried canceling the order and I asked the seller for instructions on canceling and no information was given.Someone with such attitude shouldn't run a business.Desired Settlement: I would like a refund and an apology because the disrespectful behavior from [redacted] of FESTclothing is irrelevant when someone is trying to support her.

Business

Response:

Why is that this business has a high rating by the Revdex.com but there is no contact information for this company for buyers to call and resolve any issues. I have tried to find a working number with a actual person to answer and I can't find anyone. I have paid for an item on Etsy and it has been 3 months and I never received the item. The seller won't respond and Etsy has not responded back as well. How Does the Revdex.com actually know this company is located where they claim it is? How can a legitimate company not have a phone number to call in.