Etsy, Inc.

Review: I purchased a pdf Birthday invitation from a seller (Meghily's) on Etsy. The seller's price for the pdf was $10 however Etsy charged my bank card $120. I have attempted calling Etsy 3 times using two different phone numbers - both go to a prerecorded message that states to access their website if needing assistance. The web address given states "page unavailable" the 2 times I have tried to access it to request a refund of the overcharged amount. I contacted the seller by email and she emailed me a reply stating she has forwarded my complaint to Etsy as well. Yet it has been 2weeks and I have still not received any reply from Etsy.Desired Settlement: Refund of the extra $110 dollars that was charged to my bank card.

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 states that she was charged the wrong amount for a purchase she made from a seller (the “Seller”) on Etsy. The Customer also claims that she has not been able to get in touch with Etsy by phone.According to our records, the Customer purchased a PDF of a birthday invitation from the seller for $10.00. We do not have record of a $120.00 charge on the Customer’s account.Furthermore, our records don’t indicate that the Customer has been in touch with Etsy by phone about this issue. To clarify, Etsy is only able to offer support via telephone through the Request a Phone Call tool. Information about this tool can be found at the following help page: [redacted]

Should the Customer wish to speak to Etsy’s Phone Support about this issue, they may request a phone call through this contact form: [redacted]The Customer may also contact us directly at [redacted] for further assistance. In her email, it would be helpful if the Customer could include a screenshot of her bank statement, showing the $120.00 charge she received from Etsy.Etsy considers this matter closed at this time. If you have any questions, please contact us at [redacted]. Sincerely, CamilleEtsy, Inc.

Review: On 8/**/15 I ordered the Manhattan Coffee Table from Brandin C[redacted] (SalvageProject) for $785.00 on the Etsy website. The charge appeared on my credit card as [redacted]". This was my first purchase from Etsy. I have documentation that the seller told me he would have the table to me in 4-6 weeks "no problem". At the end of 4 weeks, I inquired as to when I might expect the table. No response. After several inquiries, with no responses, I filed a complaint with Etsy. No response from Etsy. Finally, after the 6 week delivery period had expired, I (and several other customers) received a message from Mr. C[redacted] that due to a complaint filed with Etsy against Mr. C[redacted], all his sales and his online shop would be suspended. He advised that he would not be delivering the product and we should approach Etsy or our credit card company for a refund. However, no one at Etsy will respond to my complaint, which was originally filed on 10/*/2015 (5 days ago). The website states that their policy is that the issue won't be escalated to their Trust and Safety department until 8 days after I opened my case, even though they are the ones who shut the seller down (approximately a month ago, according to the seller) and know that his customers are demanding a refund of their money. There is no avenue for me to escalate this to a human being. They have been sitting on my money since August **, 2015 (7 weeks). I would like an immediate refund.Desired Settlement: I have also attempted to contact the seller directly (via his personal website) to see if he ever made the table for me and if we could make alternate arrangements for him to still ship it to me. No response, so at this time I would like a full refund.

Business

Response:

October ** 2015

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated October *, 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 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 she purchased a coffee table from a seller on Etsy (the “Seller”) and that she has not yet received this item. Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records indicate that, on October *, the Customer opened a case for this transaction. To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an order. Although Etsy is not directly involved in the transaction, if necessary, Etsy Administrators may be able to assist in the mediation of the dispute through the case system.The Customer should note that, 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 by an Etsy Administrator. If the Customer does not participate in the case log and escalate this case, Etsy may close the case due to lack of participation.In the event the Customer requires additional assistance in escalating this case, or has further questions about this process, we would encourage her to reach out to our Trust team directly ([redacted]) for assistance. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted]. Sincerely, CarlyEtsy, Inc.

Review: I placed an order with a seller ([redacted] =, order #[redacted]) on Etsy February 2015. I finally received my item June 2015. It was the wrong item that was shipped to me. I contacted the seller and she asked me what I wanted to do, I contacted her and told her I would like the correct item I ordered. She stated she would send me the correct item when I shipped the incorrect one back. I responded that she needed to send me a pre paid envelope so I could ship it back. She refused to send anything until I sent the incorrect one back. I contacted Etsy to intervene, because why should I be responsible for paying to ship back an item that was not what I ordered. Etsy contacted me back and told me my date to open a case with them expired April [redacted]. I emailed them back and told them I did not even receive my item until June 2015. They responded saying it is left up to seller and how she wants to handle the matter. I mailed her item back to her today at my own expense for $5.35.Desired Settlement: I would like for Etsy to take responsibility on behalf of their sellers. For someone to send you an incorrect item and require you to pay out of pocket to send it back at your own expense is unheard of and poor customer service.

Business

Response:

July *, 2015 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case #[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July * 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 (except for services that require an application) 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”) did not appear to match the description of the item they ordered. The Customer also states that the purchase was returned to the Seller, and the Customer would like the cost of shipping the return refunded. To clarify, the Seller from whom the Customer purchased is not an employee of Etsy, but rather a person who operates a shop on Etsy. 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. On Etsy, the item's processing time and shipping time automatically dictate case eligibility. Once the option to file a case expires, it cannot be reinstated.According to our records, the Customer was eligible to file a case for this order from February **, 2015 until April **, 2015. It appears that the Customer did not open a case on Etsy for this transaction during this timeframe. As the Customer may have already returned the item to the Seller, they may wish to continue working with the Seller directly toward an amicable resolution. Each seller on Etsy may have a different policy regarding refunds on shipping for returned items. As a venue, Etsy must comply with the Seller's policy in this situation.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 are 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 [redacted]. Sincerely, [redacted]Etsy, Inc.

Consumer

Response:

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

So basically Etsy allows sellers to provide and conduct atrocious business habits under their name. I would like for Etsy to contact the seller and have my $5.35 credited back to me. The seller sent me the wrong item so why would I pay to ship back her mistake? If Etsy feels the seller did no wrong then they should credit me back my $5.35.

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

Sincerely,

Business

Response:

July **, 2015 To: The Revdex.com [redacted]Via Email: [redacted]Re: Case #[redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the complaint dated July * 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 (except for services that require an application) 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 rejection, the Customer states that they would like the cost of shipping the return back to the Seller refunded. As a venue, Etsy is not directly involved in the transaction between the Customer and the Seller. To clarify, the Seller from whom the Customer purchased is not an employee of Etsy, but rather a person who operates a shop on Etsy.Because the Customer did not open a case for this order, Etsy was unable to make an official determination that the order the Customer received was indeed not as described. Etsy is unable to mediate disputes outside of the case System, and is therefore unable to require that the Seller issue a refund for the cost of this return shipping. Etsy is also unable to issue a refund on the Seller’s behalf.As each seller on Etsy may have a different policy regarding refunds on shipping for returned items, the Customer may wish to contact the Seller directly to work toward a more amicable resolution.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 are 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 [redacted]. Sincerely, [redacted]Etsy, Inc.

Consumer

Response:

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

How can Etsy place a deadline to file a complaint before the item is even shipped? I placed an order in February and received my item in June, by April Etsy said my deadline to file a complaint expired. This is just poor business and even worse customer service Etsy would rather go back and forth with me that to just make it right by the customer. Buyers beware when shopping with Etsy

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

Sincerely,

Review: I have belonged to Etsy since 2008. I recently started using my Etsy account as a means of getting in touch with artisans for my business, a clothing website where I photograph, curate, and write about fashion made by small brands and independent businesses like those on Etsy. I have had over 50 excellent contacts since September and have unfailingly worked with sellers to photograph and showcase their work on my website. We have a large following and recommendations from Etsy sellers for our professional conduct.

I recently filed a complaint to Etsy based on a libelous comment from a seller, hoping that the situation would be rectified. Instead, my account, including records of conversations, recommendations, and goodwill from customers, was suspended and I was told that the decision was final. This is based on Etsy's interpretation of our account acting as 'spam.'

Per Etsy's terms of service, spam is "Spam is unsolicited marketing or other messages intended to benefit the sender, such as:

Advertisements

Promotions

Requests for donations"

This incredibly vague definition in no way encompasses our communications with sellers, which were personalized, informative, and polite. In no way did we advertise our site, promote it, or request donations. The letter gave an idea of what our website was, how it operated, our statistics, and how we operated. Etsy interpreted this as spam and terminated the account. Please note that in advance of this, we have had nothing but excellent contact with sellers and have been lauded for our work. We had a conversation regarding 'spam' in October, an unsolicited email from [redacted] at Etsy's Trust and Safety team, and I agreed that we would not spam because what we were doing did not constitute as spam.

As of January [redacted], not only was our page suspended, but [redacted], the senior Trust and Safety employee, emailed us to state that there would be no reconsideration for our page and that "after this message, we won't be able to continue any further communications with you across any of our platforms. We're unable to reconsider this decision." We have effectively been stonewalled. In our communication with [redacted], we offered an alternative of specific limitations to the account with messaging and correspondence so that we might still be able to work on the site, and our request was summarily ignored. [redacted] has refused to speak with us on the phone and has sent the same form-based letter with no explanation or offer to compromise.

To add insult to injury, our website was chosen amongst many to be a Tastemaker on Etsy. In an effort of goodwill and the desire to maintain a place in this community, we applied for this position prior to this incident. Our application was accepted and subsequently canceled following this egregious suspension. We are filing this complaint in the interest of reaching a mutual compromise, as it is harsh that in a mere day, six years of goodwill, communication, purchase history, references, and business was erased because of a vindictive seller and company.Desired Settlement: We would like our account reinstated to its original form, and are willing to accept certain restrictions to the account in order to do so.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims that her account was suspended for messages that were sent through Etsy’s messaging system, Conversations. On October **, an Etsy Administrator contacted the Customer regarding a report of unsolicited messages being sent from the Customer’s account. The Customer was informed that these unsolicited messages violated Etsy’s Conversation policies.Later on October **, the Customer replied to Etsy's message and indicated that she both understood Etsy’s policies, and intended to abide by these policies in the future. More information Etsy’s Conversation policies can be found here: [redacted]The Customer was further advised that continuing to send messages of this kind through Etsy Conversations may result in account suspension or termination without notice.The Customer contacted Etsy Support again on December **, and the Administrator that received the Customer’s email determined that the Customer had continued to send unsolicited Conversations from her Etsy account after having received notification that this behavior violates Etsy’s policies.Because the Customer failed to comply with Etsy’s policies, Etsy elected to close the Customer’s account. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted] Sincerely,

[redacted]Etsy, Inc.

Consumer

Response:

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

[Your Answer Here]

This is not a resolution. We are now contending with issues on our end involving the goodwill of our business, which Etsy has exacerbated in the reckless suspension of the account. We have offered a hopeful solution in the desire to negotiate with Etsy but they have not been compliant in helping. Many, many people have reported this issue and we are fed up with the issues we are having. 'Unsolicited' emails are vague to determine. By any definition, any communication on Etsy is unsolicited if not prenegotiated, and in the interest of our business we contacted relevant buyers in the hopes of a dialogue. We are sorry that many people abuse this system but we do not wish to be caught in the crosshairs. Our compromise is entirely reasonable.

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

Sincerely,

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy'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 rejection, the Customer claims that her account was suspended for messages that were sent through Etsy’s messaging system, Conversations. When the Customer was first notified by an Etsy Administrator that these Conversations violated Etsy’s policies, she was advised that the Conversations system was designed to handle transaction arrangements. She was also notified that the Conversations tool was not to be used to send shop announcements or promotions.Because the Customer continued to send Conversations that violated Etsy’s policies after receiving notification that the messages violated Etsy’s policies, and because Etsy members receiving these unsolicited Conversations have reported them to us as spam, the Customer’s account has been closed.Unfortunately, reinstatement of the Customer’s account is not possible. We consider many factors when making these difficult decisions, and, in accordance with our policies stated above, Etsy may refuse service to anyone, for any reason, at any time. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted] Sincerely,

[redacted]Etsy, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Etsy has set forth the same stock response reinstating a highly unfair policy that has severely impacted my business. I demand a personalized dialogue and reinstatement of our account with limitations as specified.

[Your Answer Here]

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

Sincerely,

Review: My shop was closed without previous notice or any warming. An etsy employed named " [redacted]" feel and Thought my items were not good enough to fit into their three main categories. My account was suspended was on a Friday morning. They said they sent me an email explaining why and that was the first lie because I never got an email from them. I requested a call and another etsy employee called me and said she was going to escalate my case to a senior specialist. However, I replying to the email the second employee sent. After exchanging emails and waiting for a reply from [redacted], whe she said she was not unable to reopen my account. Reason?? who knows, she pretty much told me nothing, she was repeating herself over and over on each email. I asked why and never got a real response from her.

I was suspended and DISCRIMINATED. I thought an American corporation like etsy wouldn't discriminate an usa seller and favorite Chinese sellers . I do not understand how Chinese sellers are allowed to sell everything their want on Etsy. I was not giving a chance to resolve this situation. I got mediocre responses and help from that etsy employee. It seems like she was just copying and pasting text.

I am asking two things :

1- I need the main reason or reason why their integrity team decided not to reopen my account. I don't take text from google. I need a serious and well detailed letter. I will hire an attorney to get that letter if need. Etsy is an e-commerce site and their have the obligation to provide this king of things to their customers.

2- What things or factors did etsy integrity team use to make that decision?

I would appreciate any information. Keep in mind, I am not a joke or a person employees can play with. I am also going to file a claim with another company so that they can do another investigation .I do have the time and money to pay for . I do deserve some respect and clearly the etsy employee doesn't know what respect and professionalism means.Desired Settlement: 1- I need the main reason or reason why their integrity team decided not to reopen my account. I don't take text from google. I need a serious and well detailed letter. I will hire an attorney to get that letter if need. Etsy is an e-commerce site and their have the obligation to provide this king of things to their customers.

2- What things or factors did etsy integrity team use to make that decision?

3- Reopen my account.

Business

Response:

Review: I used this site for the first time to buy art. I tried to purchase 4 paintings using my [redacted] card. I was contacted by email the next day from Etsy that the billing address didn't match the card. I looked up my new account on Etsy and verified that it was correct and responded that the address was correct. The next day I was sent another email that I needed to provide photo id. I responded that it wasn't possible (i am in [redacted] where there was a hurricane and services are not available)and that I had confirmed with [redacted] and they show it approved on their end and it was being held up by Etsy.

As I do a lot of online buying, I always use my [redacted].

In the meantime, the artists are concerned. I am made to feel like a loser because Etsy isn't processing the transactions.

I then get an email from Etsy that the transactions are cancelled.

So I now have to go through and pay using [redacted] and redo these transactions.Desired Settlement: I believe in addition to an apology to me and the artists, I am due some type of compensation for all of the hassle I am going through to buy these paintings.

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 Direct Checkout Terms of Use state “Etsy reserves the right to decline Payment Transactions that we have reason to believe to be high risk, fraudulent, or in violation of this Agreement.”

In the complaint, the Customer claims that her transactions were cancelled as a result of discrepancies with her billing address. Due to these discrepancies, the Customer was contacted by an Etsy Administrator on October **. The Etsy Administrator requested additional information necessary to verify that the Customer was authorized to use the credit card.

Our records show that the information the Customer provided in her response was not sufficient to safely approve the transactions via our Direct Checkout credit card payment system, and as a result, the transactions were cancelled. The Customer was then provided with instructions for making these purchases through [redacted]. The Customer has since re-purchased all of the items through [redacted].

We are sorry to hear that the measures taken to protect the safety of the marketplace for our buyers and sellers have caused this inconvenience to the Customer. In the event the Customer requires further assistance with this matter, we would encourage her to reach out to our Verification team directly at [redacted]

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

Sincerely,

Etsy, Inc.

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]

I disagree with your statement. Here is the email which you in your response above stated did not happen:

I responded that my billing address was correct. I also called [redacted] and was told that my charges were fine.

Again, Etsy has a faulty process. I wasn't a high risk or fraudulent buyer. And while I did use [redacted], that wasn't my choice as I like to use [redacted] for all of my online purchases. Again, I think an apology to myself and the Etsy vendors is in order and a gift card or some other way to show their remorse and customer service is warranted

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

Review: I recently made a purchase on etsy.com , I purchased a dress and original shipping charge for $43, and then an additional $15 for express shipping, I have not received the item. I sent a message to the seller to ask a question and today I went on to see if she responded and received a message stating that seller does not exist. I searched for a phone number to see if I could call customer service...and when I called was greeted by a recorded message that said they don't provide phone support. Then I posted on their forum, twice, and twice my message was deleted ..the second time people were saying I could not use the sellers name , however I explained that the seller did not exist in their system any longer so I didn't see what it mattered.. Then I emailed them and I received an email that said they are very busy and basically would get to me in their own time. They also state that I have to wait 5 weeks to open a claim. I don't really have that kind of time, I need my money back. I'm very disappointed in this and will not make another purchase from this site at any time.Desired Settlement: I really would like to get my $58 back sooner than 5 weeks. That is all that I want personally and for others I hope that their customer service improves so that others may shop there and have a good experience.

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 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.

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

As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf. We would recommend that the Customer therefore contact [redacted], or their bank or credit card issuer, to see whether they are able to obtain a refund.

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.

Review: On June [redacted], I received communication from Etsy stating the shop I pay them to host was being removed from the search results until I could work out the cases, 2 weeks later all cases have recieved a resolution and were awaiting a closure (delivery, customer to close because they received a refund) These cases were all regarding an issue I ask etsy to assist on weeks prior. I had many orders not delivered and didn't know how to deal with the situation, but instead I only received communication weeks later when a team member asked me to continue closing the cases. I emailed him back asking him for help resolving the cases he did not offer help, I emailed him again the next day asking for assistance, he emailed me back 1 week later thanking me for being so proactive, and told me to contact him if I needed anything ending the email "I hope this information is helpful and I look forward to getting your shop back on track." I emailed him about 10 more times asking for the assistance Ive been asking for all along, all of my emails went un-answered, I also emailed etsy support and etsy trust about 3-4 times each asking for assistance in dealing with the matters. I never received a single response. I only received an email regarding an accusation of "shilling" Which is to create alternate accounts to inflate sales and create biased views. I explained to the team member, that my reviews were not created by myself nor were the purchases, They were created by friends who pay in cash to me and help me track my sales by completing it by using the pages they created to complete their purchases. She took this out of context and said I created the accounts and told me to stop. In which I agreed because I did not want to argue, as the fate of my shop was on the line. She told me it would be a final warning, and not to do it again (after deleting all my friends feedbacks on my shop) I agreed, and told her they wont purchase from me anymore through etsy.

She then emailed me and told me she suspended my shop due to open cases. I emailed back showing her all cases were resolved, they just needed to be closed. She did not respond to my email, but emailed me back July [redacted] 2014 informing me that they were shutting down my shop due to shilling, which is strange considering she said I was receiving a warning (for something I did not even do) and that I should not do it again, and everything would be OK.

I have attempted to contact Etsy about 30-50 times in the last 3 weeks for assistance, and I have received no help or assistance. They created a situation, which allowed them to shut down my shop even though I have been begging for help for weeks to deal with my non-delivery claims. I feel if they had actually assisted me as requested this would not have happened.Desired Settlement: I would like my shop to be re-instated, or to be allowed to open a new shop on Etsy.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims she was refused service without violating our policies and without proper notice. The Customer was refused service for using multiple alternate Etsy accounts to make purchases and to leave reviews for their Etsy shop. Etsy refers to this as "shilling," and it isn't permitted on Etsy because it falsely inflates the sales and review score of a given shop. It can also mislead other customers into thinking that a product and service were reviewed by a non-biased member.

While the Customer has advised these reviews were left by acquaintances, our internal tools revealed that these accounts were created directly by the Customer. After finding the extent to which the Customer had created false accounts and left reviews for their own shop, we decided to revoke the Customer’s account privileges permanently as of July *, 2014.

We do not make such decisions without great consideration, but a history of transgressions on the Customer’s account has brought us to the conclusion that our relationship must now come to a close. We are not able to reconsider the Customer’s account status at this time.

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

Sincerely,

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 I understand the reason for a suspension, Etsy provided a " final warning" and I agreed to that. IP addresses have nothing to do with this because I told [redacted] and [redacted] that they would

process these orders while picking them up at my house.

etsy has refused customer service PRIOR to any account suspension. 50+ emailed for assistance went unanswered, I would receive random emails from admins who would not respond back after I responded. None of these emails offered advice or assistance.

Etsy is is choosing to suspend my shop for a false accusation. Perhaps their internal tools can access my webcam from the day of and see for themselves......

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:

Thanks once again for your response, I find it interesting that you are stating my account can not be reviewed even after accepting I was unaware of the violation.

But on July [redacted] a member of your team welcomed a review of my account, after my etsy bill had been paid in full, since I can no longer afford to pay the bill as I do not have an income.

It's upsetting that depending on who I receive through your customer service department (if I receive a response at all) the responses are always different even if they are regarding the same issue.

I will not accept This businesses response, as they have no attempted to resolve the issue.

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

Sincerely,

Business

Response:

Review: I was a reputable shop owner on etsy.com. One day, etsy closed my account without giving me any reasoning. When etsy suspends your account they claim that they do and must "send an email with the reasons why your account was suspended and how to resolve it." They never did such a thing. It's been two weeks and I have sent them NUMEROUS emails to support and not one single word has been said back to me. Now customers are opening cases against me and I cannot resolve them. Etsy is my only job and now I have zero income and ZERO money in my bank account to complete these customers wishes.Desired Settlement: I wish for etsy to provide me with a LEGITIMATE reason as to why my shop was suspended. (This reason is not to be that there are cases open, because I had zero cases open when the account was suspended and for a week afterward.) I then want etsy to reinstate my account so I can actually serve my poor customers.

Business

Response:

[redacted]

[redacted]

[redacted]

Dear Mediator:

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

Etsy’s Terms of Use state, “Etsy'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 without violating our policies and without proper notice. The Customer has had services suspended for multiple reports of non-delivery in the account they’ve noted in this complaint, as well as related accounts they hold on Etsy.

The Customer’s related account was suspended for non-deliveries prior to the suspension of the account they’ve noted in this complaint. Our Terms of Use state that: "Etsy reserves the right to suspend and/or terminate a person's account or any accounts held by that person by virtue of association, including all usernames under which that person operates on Etsy."

We do not make the decision to suspend an account without great consideration. In the event the Customer has any questions about this matter, they may email us at [redacted] 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: I recently purchased an item from a shop doing business on this website. I filed a case against the seller, which has escalated to the point where etsy personal are now involved. This site allows sellers to make their own decisions in regards to refunding customers or not. I recently dealt with a woman on their site, who has multiple customer complaints against her and is basically scamming people. The following link is the shop in question, where the reviews can be viewed. [redacted]. My biggest issue is the product I received from the shop was incorrect and not of the same quality listed in the description. I requested a refund from the seller. The seller is refusing to refund me. The site is agreeing with the seller and stating I need to pay to mail the incorrect item back to receive a replacement item. I'm not comfortable doing so because per other customer reviews on the site replacement items are often not received or received damaged.I've actually had other customers contact me personally in regards to the same issues their having with this woman. I've tried to contact Etsy regarding this woman scamming people on their site to prevent people from this continuing pattern and was basically told I had to contact the seller to rectify any issues.Desired Settlement: I want a full refund for the product I received and the shop (CharmingPrettyThings) doing business on Etsy website to be reviewed and possibly removed from doing business on this site. This woman is scamming money out of people and providing a poor quality product.

Consumer

Response:

Revdex.com,

In reference to complaint ID [redacted], and paypal has issued a refund to me for my product and this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Hello!

I would just like to let you know of the disappointing treatment I received from one of your shop owners recently.

Let me begin by letting you know how much I have always loved Etsy. I have recommended Etsy to many many friends and family members over the years, and have previously had nothing but positive interactions with all shop owners. However, that all changed today when I inquired as to the turn around time for a purchase I made. The purchase was a Christmas gift, and it was ordered on December [redacted]. I wanted confirmation that it would be arriving before Christmas. When the seller told me that it was being finished either today or tomorrow, I told him that I would be expecting it by the end of the week. But then the seller unexpectedly told me that because of my "attitude," he canceled the sale. The shop is called [redacted], and the owner's name is Josh. He rudely canceled my sale because I asked for confirmation that it would arrive by Christmas. His customer service skills are poor to say the least. I am appalled that Etsy could choose to have a seller with such indecency represent them on their site.

This whole experience has been very hurtful and disappointing. I have been made to feel bad about asking a simple question about delivery time. While I understand that sellers are within their rights to refuse sale, I believe I did absolutely nothing to warrant this kind of reaction. I strongly urge Etsy to review the conversation and see first hand what I am talking about.

This will sadly be the last time that I ever do business with Etsy, and the last time that I recommend the site to anyone. Perhaps Etsy will review the conversation and reach out to the owner on my behalf. Either way, I am no longer doing business with this company.

I do not believe that this shop owner is the kind of businessman that you want representing your site.

I am so sad to be leaving.

Merry Christmas and Happy Holidays!

I love Etsy as a collective whole, I have never had an issue with any of the vendors. It's very easy to use and browse what I'm looking for. If you have a hankering to by the random there is someone out there on Etsy that makes that random. It's great!

Review: I purchased a hanger that has my last name on it for my wedding on April **,2013 who is made by Creationsbytilly . I never received it. I have tried everything for 4 months now, and now I am here. I have been contacted byCreationsbytilly once after my 50th email to them and still nothing resolved. I have tried contacting Etsy and nothing till this day. I have emailed them plenty of times about if I was ever getting my product or about wanting my money back and still nothing. Please HELP!!!!Desired Settlement: I still want my product or my money back

Business

Response:

Dear Mediator:

This letter sets forth Etsy’s position regarding the Complaint dated September **, 2013 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue that connects individual buyers and sellers 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 specify that Etsy “cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also 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 the complaint, the Customer explains that she has not received an item purchased from Etsy member “Creationsbytilly”. Creationsbytilly is not an employee of Etsy, but rather an Etsy member 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. Etsy did not receive any payment from the Customer for this purchase. We sincerely hope the Customer is able to pursue a refund with the payment merchant they used, PayPal, or through their bank or credit card provider.

It’s unfortunate that the Customer did not have a satisfactory experience with an Etsy seller. We sincerely hope the Customer can resolve this issue directly with the seller or with the appropriate payment merchant. Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted].

Sincerely,

Etsy, Inc.

Review: Hi, I am a previous seller who was on Etsy. The site seems to cancel shops repeatedly without any warning which leaves customers to just wonder where an Etsy shop has gone. In my reseach it is happening time and time again leaving a shop owner with a bad reputation. Go on the internet by typing in Etsy reviews and it's awful, there are tons of complaints about Etsy's practice of shutting down shops without warning. Most shop owners do not check there email as all communication is done via there converstation system directly to there shop. I also explained to them that due to a stalking husband my name of the shop as here would not be my real name. However my credit card and Paypal account did and always does. They were fine with it. The day they cancelled my shop they accused me in an email (which I had to check because my shop just disappeared out of nowhere) of violating there cancellation policies. Which was not true, yes there were many cancellations however all were refunded but a couple I had lost track of due to being busy with two handicap children and filling orders. I had sent an apology to both and told them I would get to them asap. However when you have twins with [redacted] life tends to take a quick turn towards them. All the informaiton about my [redacted] sons was posted on my shop for customers to view. I feel strongly that I was targeted for having handicap children taking up my time when they needed me. It's what handicap children do. I had a shop on Etsy nearly two years that helped support my son's additional needs. It's not right or fair to any seller that a shop can just be wiped out whenever Etsy feels the need. They misrepresent themselves in not telling a shop owner directly through there shop what is going on. I can give a list of thousand of sellers who never check there emails and just the converstations through there shop. Etsy is not only misrepresenting themselves to seller but to customer too. It's just not a practice of good ethics. Thank you, [redacted]Desired Settlement: I think it's only fair they reinstate my shop as it should have been. They sent me a warning I did not know anything about to respond to by a certain date in August regarding the issue. I had no knowledge the warning even existed. Therefor it's only right they reinstate my shop. Thank you again, many blessings. [redacted]

Business

Response:

Review: My issue us with etsy and one if their sellers ([redacted]). I ordered a custom made bathing suit from this seller with the anticipation of having it at least a month later. The suit never came so I tried reaching out to the seller first before contacting etsy. She "claimed to have had to order new fabric because the one she had was no good and to give her a few weeks but in turn she would refund me half my money). Needless to saying never received the half refund or the suit and wrath only gives you a certain window to send a complaint to them. I've tried emailing the seller again with no answer so this was my last hope. Hopefully someone from Revdex.com can get back to me or I will just have to keep sending you guys complaints. Thank you in advance.Desired Settlement: I would like a refund and for them to remove this seller from their site. It us nit fair that some may have gotten their products and others like me have not. If she can not keep up with demand she can't just take peoples hard earned money and run with it. She needs to stop selling.

Business

Response:

[redacted]

[redacted]

[redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated November **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “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 within the 60-day eligibility window. I can also see that the Seller did not mark the order as shipped, so as a courtesy, I contacted the Seller earlier today, November **, about the status of this order.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. However, the Seller will not be eligible to sell on Etsy again until any outstanding disputes are resolved.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 their 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 had my own handmade shop on Etsy until a month ago. They closed my shop for an unfair reason. The reason they gave to me was "copyright infringement" and closed my shop seconds after received their "reason".

Over two months ago I received an email from them about a copy right infringement in my shop. They don't specify what kind of copy right I was violating. I sent an e-mail asking for it, but they just said that they cannot tell me what specifically I was violating. Since they didn't bring any info about it, I decided to removed all images, titles and tags that can maybe complaint. After do this, I ran my shop normally as always. A month after this situation, they closed my shop. They sent a link of the item that was in complaint and when I enter to that link, is an old listing that I sold months ago. Im totally sure that my shop met the requirements, since I solve the problem and removed everything. Why they closed my shop for an old listing that I can't edit or remove?

I think that this situation is totally unfair. This shop is my life! I opened my shop on Etsy because Im a military spouse that can't work anywhere because I don't speak English fluently and since my husband is a military, we are moving all the time, which makes very difficult maintain a job.

I love Etsy with all my heart and this situation makes me fell so depressive and sad. This situation affects my life and my family. I'm devastating. I had been trying to communicate with a different personal on Etsy, but I just receive automatic responses. I just want my shop back, please. I had been running a successful shop on Etsy, bringing a great customer service and excellent feedback from my customers.

Please, I just want my shop back.Desired Settlement: I just want to re-open my Etsy shop.

Business

Response:

Review: On August **, I made a purchase from a vendor via Etsy, order #[redacted] for $40. Etsy offers several different methods of payment, I paid directly using my Discover credit card. Shortly after the purchase, I received a purchase confirmation email from Etsy and assumed that my purchase was complete. Additionally, I have a receipt of purchase with a status of paid within the "my orders" section of my Etsy account. On August **, I received a message from the vendor stating that she had yet to ship the product that I purchased because the payment status within her Etsy website invoice had not yet cleared. Immediately I logged into my credit card account at Discover and noticed that the transaction went through and was complete. I further confirmed the completion of the transaction by calling Discover Card Services. As of yesterday, the [redacted], seven days after I placed the order, the status of the transaction on Etsy's website, according to the vendor, has still yet to clear. I sent Etsy Support a message via Etsy's website on the [redacted] and have not received a reply. As it stands, I am responsible for paying for a product that I cannot receive. Should this error go unresolved, I will have no choice but file a fraud complaint and a charge back with my credit card company.Desired Settlement: Adjust the status of my payment to cleared and complete the transaction with the vendor.

Business

Response:

Review: In June of 2013 utilizing the Etsy website, 7 ladies and I purchased dresses for an upcoming wedding. The vendor utilizing the site guarenteed delivery by August *, 2013. In mid June it became apparent she was not going to make this deadline, as she was pregnant and experiencing complications. At this point she advised she would be delivering a full refund to each of us who purchased the dresses. Around July **, 2013 we had been going back and forth with the seller, who at that point requested we file fraudulent claims with our banks for refunds, rather than her refund the money to us directly. This greatly alarmed us, as it was illegal and dishonest. I then contacted Etsy directly to find out how I could file a case against the seller, as it had been over a month since she promised to return the funds. I was advised by customer service that they could not process a refund or even open a case until the "delivery" date of August *, 2013 had passed. This greatly disturbed me, as I provided them with ample documentation and numerous correspondences that the seller had no intention of delivering the product and stated she would give a full refund. After speaking to a supervisor, and against my better judgment, I decided to wait until August *, 2013 to file the case and receive a refund. When August *, 2013 arrived, I found myself still waiting for an answer. We received notice from a representative of the seller that she would like us to still go to our banks or go through Etsy for refunds, as the seller was experiencing more complications from her pregnancy. On August **, 2013, I then went through Etsy trust & safety to file a formal case, which was escalated for review. On August **, 2013 I received a response from Etsy stating they wanted to wait another two-weeks to determine if I would receive the item; I was extremely surprised by this reply. At this point I feel as if I am getting the run-around from both Etsy and the seller.Desired Settlement: I would like a full refund of the funds paid for the ordered product.

Business

Response:

Review: Hi Revdex.com org, ETSY have shut down my shop for about 5weeks, I have provided all information them inquired and never reply my email, we need re-opening shop to raise our family, our group, and keep waiting about 40days ,no one email reply to me. It is inconceivable poor service, they never care about them customers, can your company help me how to fix this, thanks very much! [redacted]Desired Settlement: Re-opening my shop.

Consumer

Response:

[redacted]

Review: I purchased two nursery decals for the same room from etsy. One worked perfectly, and the other did not. The one that did not adhere to the wall was only party used since we did not continuing trying to stick the rest of the pieces on the wall after the main piece wouldn't adhere. I contacted etsy and sent them pictures asking what else I could try, I didn't want to give up. They said they had never heard of a decal not sticking to a wall. They claimed that and that I must have used some type of chemical on the decal or cleaned the wall with some chemical and that it was my fault their product was not adhering. I told them the other decal I purchased adhered perfectly and I explained that I didn't apply any type of cleaning agent or chemical as they were suggesting. The decal that did work for me was of a different type of material, so I asked if I could have a replacement decal of the same type of material of the one that did work for me. I asked if they could just exchange the decal but they refused to believe any of their products would work for me (even though I sent pictures of the decal that worked perfectly on the adjacent wall). They asked that I return the un-used portion of the decal and said they would refund my money. They further went on to say that I may not re-order any of their products since they believed it was my fault the product didnt stick. They refused to believe any of their products could be faulty. I told them that last year I also purchased a decal from them for my daughter's room and that I love their products and I was very sad to hear they didn't want my business just because 1 of 3 total decals didn't work. They still refused to believe I didn't use a product on the wall and refused to believe their decal was faulty. I decided to return both the used and un-used decal back so they could see that I didn't use a foreign agent on the used part of the decal. I insisted they have it tested. I used the original packaging they sent the decal in and a few days later I received an email saying I would only get $46.99 refunded (total product was $117.99). I called them and asked why I was only getting a portion refunded and they said the product arrived damaged. My husband and I packaged the product, rolled up in the same manner it arrrived. I decided to call etsy to discuss my refund and the girl who answered the phone, [redacted], did not want to talk with me. She was the same person that I did most of the emailing with, she was very rude and didn't want to reach a solution. She explained that the decal arrived damaged and they would do nothing further. I asked if I could speak to the [redacted] so she took my name and nunber and said the [redacted], would get back to me. The connection was bad and I didn't hear who would call me back so I asked her what she said/who would call me back and this made her very upset, she yelled "the [redacted]" and hung up on me. After a few days of not hearing back from anyone, I called etsy in hopes of reaching the [redacted] answered again and said no one at etsy wanted to talk with me and they were not going to do anything further. I explained that I disagreed that the product was returned damaged however since they believed it did, I asked her to return it to me since they were charging me for it. I told [redacted] to charge me the shipping. She refused.

I am writing the Revdex.com because this company would not send a replacement but did agree to a refund; when they received the product back they did not honor their refund. Now they are refusing to refund my money or return the un-used portion of the product. Therefore, they are keeping both my money and their product and refusing to speak to me.Desired Settlement: Full Refund as agreed upon per the company OR return the unused product.

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. At this time, the Customer has not contacted Etsy about this transaction.

If the order the Customer received doesn’t match what the Seller described, the Customer may open a case. The Customer is currently eligible to file a case on Etsy until September **, 2014. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns.

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.