Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Etsy wrongfully removed my listing that I have had as a seller since 2019. My listing stated We do NOT claim to treat or diagnose. My listing did not violate any policy and is obviously automated and wasnt reviewed by a real person. When I contacted Etsy, I was told I would receive a response within 2 days and it has now been 4. I have spent over $20,000 on Etsy fees since I have been a seller. I need someone to contact me from Etsy regarding this matter as soon as possible.

  Business Response

  Date: 06/21/2023

  **** *** **** ***               *** ****** ******** ******                     *********************************** **** *****                     ********* ** ***** *** ******       **************************************************** ***               **** *********
  Dear Mediator:
  This letter sets forth Etsys position regarding the response to the complaint filed 6/6/2023, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  In the complaint, the Customer claims their listings were wrongly removed listings. The customer requests their listings be reinstated. 
  The Customers listing was temporarily suspended on May 31, 2023.  However, at this time the listing has already been reinstated. 
  We have automated systems in place to protect the safety and security of the Etsy marketplace. These systems are monitored by Etsy employees every day, but occasionally, shops operating within our policies may be caught up in them. We make efforts to reinstate these accounts as soon as possible. We apologize for any inconvenience this may have caused. 
  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  Sincerely,
  Etsy, Inc.
  

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold some vintage dolls from my Etsy shop. When I went to mail them to the customer, I found my shop had been permanently closed. I submitted the appeals form as they prompt you to do. I had no idea what had happened; I still dont, and needed access to my account in order to send the items purchased. After some days I received a response from Etsy saying they closed my shop because there had been a suspicious login and that I needed to answer some security questions, which I did immediately. It has been 10 days. Im still locked out and Etsy has not responded since. This has been a huge hassle and inconvenience for me. I dont want to use Etsy anymore because of this utter lack of interest they have in resolving this issue they have created for me. But I would like to follow up with the woman who purchased the vintage dolls from me, and also I would like the money Etsy owes me for these items. Then I will close my shop and not use Etsy anymore. Thanks!

  Business Response

  Date: 06/21/2023

  Dear Mediator:

   

  This letter sets forth Etsys position regarding the complaint dated June 6, 2023 against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use. 

  
  

  In the complaint, the Customer states ********************** suspended their selling account without providing any reason and did not give assistance regarding their recent sale transactions. As a security measure, Etsy had limited the Customers account when we detected suspicious activity in their account. 

  
  

  Our records show that the Customer was able to contact ********************** Support on May 23, 2023 and was informed that the account was being reviewed by Etsy's internal Trust and Safety team. Later, agent ******* reached out to the Customer with a request to provide some additional information for them to verify their account. We are still awaiting response from the Customer and will restore the account to the verified account holder. 

  
  

  We are once again sorry to hear of the concern caused by this matter. For more information on our efforts to keep our site secure, as well as information on our Privacy Policy, please visit: ************************************************

  
  

  We also provide members with security features for their Etsy accounts: ****************************************************

  
  

  If you have any questions, feel free to contact ********************************.  

  Sincerely,

  
  

  ********

  Etsy, Inc.

  
  

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered various items though Etsy in the past, most recently a musical instrument. But when I, or anyone in my family, try to contact them to check on status, for weeks now we get only an automated reply which says, "429 Too Many Requests". This is the only response, or non response, regardless of computer, browser, time or day of week. So there is NO way to contact them to check on anything. There are in fact, over a hundred reports in recent weeks, listed on the internet, from buyers and even dealers, with the same experience. The response is obviously generated on the recipient end, so it is clear that someone at Etsy has deliberately blocked incoming email. This is reprehensible behavior from a company which handles financial transactions between the public and suppliers.

  Business Response

  Date: 06/16/2023

  *** *** **** ***               *** ****** ******** ******                     ** **** **** ****** * **** *****                     *** ***** ** ***** *** ******        ************************** ***               **** *********
  
  Dear Mediator:
  
  This letter sets forth Etsy’s position regarding the response to the complaint filed June 6, 2023, against Etsy, Inc. (“Etsy”). Etsy’s service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. The “Customer” is an Etsy member and agreed with Etsy’s Terms of Use.
  
  In the complaint, the Customer states that they have placed multiple orders on Etsy but are unable to contact anyone to follow up for assistance. The Customer requests a working email for them to contact Etsy for help. 
  
  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:
  
  1. You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;
  
  2. Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); and
  
  3. Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”
  
  While we can confirm that there are no issues with the ******** site, it is possible that the Customer is experiencing these issues with accessing the site due to limitations on their end.
  
  We would suggest that they try accessing the site without utilizing a VPN or any similar services, which can cause this error. Otherwise, our suggestion would be that the Customer use our guest checkout option for future purchases.
  It is important to note that Etsy does not provide a direct email address for members to contact Support but rather, we offer an extensive Help Center and the option to request a call or chat if those articles do not lead to a resolution.
  
  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: *********************************
  
  Sincerely,
  Etsy, Inc.
  
  

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******  
  
  

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid ****** for a neck less that supposedly arriving may25-30 Today is June 5th and still did not shipped I contacted the seller may 30th And seller yet to respond I tried to call Etsy at ********** This number does not accept calls I called **************** and this number not responding either I tried to file a report and on the page it keeps saying if no responses from owner with in 48 hours come back come back to what?Etsy is making it extremely difficult to report get help or refunded to an item that now is sold out

  Business Response

  Date: 06/14/2023

  *** ** **** ***               *** ****** ******** ******                     *********************************** **** *****                     ********* ** ***** *** ******        **************************************************** ***               **** * ********
  
  Dear Mediator:
  This letter sets forth Etsys position regarding the response to the complaint filed 6/5/2023, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.

  
  In the complaint, the Customer states that a necklace they purchased on May 22 for $271.56 was not shipped by the seller. Upon reviewing the transaction the customer has now filed a chargeback. The customer reached out to ********************** after contacting BBB. Now that a chargeback has been filed Etsy is no longer able to assist the customer.
  The Customer requests a full refund. 

  
  Etsys Terms of Use state A buyer can only use one method of dispute resolution against sellers on Etsy. If a buyer has filed a chargeback with their credit card company, they cannot also open a case. If a buyer files a chargeback after opening a case on Etsy, that Etsy case will be closed.
  The customer can read more about this policy here *************************************************************************
  Etsys Terms of Use include our Buyer Policy, which states, Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:
  
  
  You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;
  
  
  Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); and
  
  
  Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.
  ____________________________________________________________________
  Etsys Terms of Use include our Buyer Policy, which states, Etsy is a venue where you can purchase unique goods directly from sellers around the world. Whether you are looking for handmade or vintage goods or craft supplies, we want you to have a positive experience shopping on Etsy. Please read on to find out more about your rights, as well as what is expected of you, as a buyer.
  This policy is a part of our Terms of Use. By shopping on Etsy, youre agreeing to this policy and our Terms of Use.
  ____________________________________________________________________
  
  Etsys Terms of Use state You release Etsy from any claims, demands, and damages arising out of disputes with other users or parties.
  Here's PayPal's contact information: 
  Help Center and Contact page: ************************************
  Support by Phone: ************** (**), ************** (if calling from outside the **)
  
  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  Sincerely,
  Etsy, Inc.
  

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against Etsy, Inc. due to the unexplained suspension of my business and personal accounts. Despite numerous attempts to seek clarification and rectify the situation, Etsy has failed to provide a clear explanation or evidence of any policy violations.My business, ******************, is a DBA under a corporation in operation for over 30 years. We recently expanded to Etsy to sell digital artwork. However, both my business and personal accounts were suspended without clear explanation.I have communicated with Etsy's support team multiple times, offering to correct any inconsistencies and provide necessary documentation. However, Etsy has remained vague, citing "inconsistencies" in my account without further explanation.I believe Etsy's decision is unjustified and their lack of clear communication is unprofessional. I request your assistance in resolving this matter. My desired outcome is the reinstatement of both accounts or a detailed explanation of the suspension reasons.I have attached the entire communication thread with Etsy's support team for your reference.Sincerely,********************* ****************** ***************************************************************** ************ *** ******** *******************

  Business Response

  Date: 06/21/2023

   

  Dear Mediator:

  
  

  This letter sets forth Etsys position regarding the complaint dated June 5, 2023 against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.

   

  In the complaint, the Customer states that their business and personal Etsy accounts were suspended without any explanation provided.

  
  

  Our records show that the Customer contacted ********************** support on April 21, 2023 inquiring about the status of their account. Additionally our records show that ***** from Etsys Trust & Safety Team responded to the Customers inquiry on June 23, 2023 informing the Customer that their account was suspended.

  
  

  The Customer agreed to *********************** Terms of Use, which state that Etsy may terminate or suspend your account (and any related accounts) and your access to the Services at any time, for any reason, and without advance notice. Etsys decision to suspend the Customers account is final.

  
  

  We are once again sorry to hear of the concern caused by this matter. If you have any questions, feel free to contact ********************************.  

   

  Sincerely,

  Etsy, Inc.

  
  

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear *******************************,

  
  Thank you for your attention to my complaint against Etsy, Inc. I have reviewed Etsy's response and I would like to express my continued dissatisfaction with their handling of this matter.

  
  While I acknowledge that I agreed to Etsy's Terms of Use, which state that they may terminate or suspend my account at any time, for any reason, and without advance notice, I believe that this does not absolve Etsy of the responsibility to provide a clear and specific reason for the suspension, especially when requested.

  
  Throughout my communication with Etsy's support team, I have repeatedly asked for clarification on the reasons behind the suspension of my accounts. Despite my numerous attempts to rectify the situation and provide any necessary documentation, Etsy has failed to provide a clear explanation or evidence of any policy violations that led to this suspension.

  
  Etsy's response to my complaint does not address the main issue at hand: the lack of transparency and communication regarding the suspension of my accounts. Their decision to uphold the suspension without providing a clear reason is not only unprofessional but also unfair.

  
  I kindly request that the BBB continue to mediate this matter. My desired outcome remains the reinstatement of both my business and personal accounts on Etsy, or at the very least, a clear and detailed explanation of the reasons for their suspension.

  
  Thank you for your continued assistance in this matter.

  
  Sincerely,
  *********************

  ******************

  *************************************

  ******** ** *****

  ************ ******** **** ************ *** ********

  ***********************

   

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4, 2023 I was informed via email that the account information in my Etsy shop had changed. After further investigation by myself, I concluded that my account had been hacked. I also had an outstanding order that a customer was inquiring about. It turns out that the customer had paid the hacker since they changed the bank information to theirs. Over the course of the past 5 weeks I have been emailing Etsy to try to resolve this issue and I would get automated emails asking me to change my email password, which I was not able to do because my account had been hacked. They then sent me an email asking for my full name, another email that is not tied to my Etsy account, my shipping address and how I log into Etsy. I answered these questions twice because when a few days had gone by without hearing from them I sent them another email asking for status and an automated email came from them asking for the same info. In the midst of all this, I tried to call them, but the number they have listed does not take calls and a recording states to email them. So after about 3 weeks of going back and forth the finally reinstate my account. On May 31,2023, I received an automated message from Etsy stating that I owe them $17.38 due to the refund that Etsy reimbursed the customer who had made a purchase and they were unable to charge my "account" because the hacker's bank account is still linked to my store and they obviously have closed their account. I sent an email to Etsy today, June 6, 2023, explaining this situation to them. At this point I am done with Etsy and their lack of customer service and want to close my shop, but I am unable to do so due to the outstanding balance I have on the account.

  Business Response

  Date: 06/22/2023

  **** *** ****

  
  

  Dear Mediator:

   

  This letter sets forth Etsy’s position regarding the complaint dated June 6, 2023 against Etsy, Inc. (“Etsy”). Etsy’s service, ********, 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. The Customer is an Etsy member and agreed with Etsy’s Terms of Use. 

  
  

  In the complaint, the Customer states an unauthorized party was able to access their account and changed their email. The Customer’s desired resolution is to have their information reinstated, regain access to their account, and to be contacted by Etsy.

  
  

  Our records show that the Customer was able to contact Etsy Support on May 4, 2023 and was assisted with changing their email and securing their access back into their account. Further, our Trust and Safety agent Trinity was able to remove the outstanding amount and all the fraudulent transactions from their account history related to this event.

  
  

  We are once again sorry to hear of the concern caused by this matter. For more information on our efforts to keep our site secure, as well as information on our Privacy Policy, please visit: **********************************

  
  

  We also provide members with security features for their Etsy accounts: **************************************

  
  

  If you have any questions, feel free to contact ***************  

   

  Sincerely,

  Etsy, Inc.

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Etsy, a popular online marketplace, has unjustly removed products from the ******** shop, a small business specializing in electronic components and devices. The items were wrongly classified as drug paraphernalia, a term referring to equipment used in illegal drug activities. The products in question, custom boards for the ******* **** device, bear no resemblance to such items. This erroneous classification has resulted in significant financial loss for ********, with thousands of dollars in revenue lost due to the unwarranted removal of these products. Etsy's ***** and ill-considered action demonstrates a disregard for the livelihoods of small and growing businesses that rely on their platform. The decision to classify these products as drug paraphernalia is indicative of a lack of understanding and due diligence on Etsy's part. This raises serious questions about the criteria used for such classification and the potential for error or misunderstanding in the process. Etsy's carefree attitude towards this grave error is deeply concerning. It is evident that their platform has failed to provide the necessary support and protection for small businesses like ********, choosing instead to dismantle their operations without just cause. This action is not only unjust to the seller but also deprives customers of valuable and legitimate products. Etsy's success is built on the hard work and innovation of sellers like ********. Their current course of action demonstrates a disregard for these businesses and the individuals who rely on them for their livelihood. I demand immediate rectification of this issue.

  Business Response

  Date: 06/20/2023

  **** *** **** ***               *** ****** ******** ******                     *********************************** **** *****                     ********* ** ***** *** ******       **************************************************** ***               **** *********
  Dear Mediator:
  This letter sets forth Etsys position regarding the response to the complaint filed 6/3/2023, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  In the complaint, the Customer claims their listings were wrongly removed listings. The customer requests their listings be reinstated. 
  The Customers listings were temporarily suspended on June 5, 2023.  However, at this time the account has already been reinstated. 
  We have automated systems in place to protect the safety and security of the Etsy marketplace. These systems are monitored by Etsy employees every day, but occasionally, shops operating within our policies may be caught up in them. We make efforts to reinstate these accounts as soon as possible. We apologize for any inconvenience this may have caused. 
  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  Sincerely,
  Etsy, Inc.
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been selling on Etsy since 2015. On May 13th we had 2 items to ship. (They still as of this dateour customers do not have their goods or any explanation and no way to contact them.) On trying to sign into our account we recieved this message "You can't access your account We've noticed possible suspicious activity on your account. For security purposes, we've temporarily limited your access to protect your information until you reach out to us. Contact Etsy Support" After trying several times to contact them (over 14 times) we would either get an automated response and no follow up, or when they did follow up they would not get back to us after answering their security questions. We also noticed at this time that we had not been paid since January 31st 2023 for items sold. This is hundreds of dollars; but do not know the exact amount because we do not have access to our account. (it went unnoticed because we have monies form different sources and investments flowing in and out of it) We need 2 resolutions...1) Have access to our account. 2) Paid for our items sold after January 31st.

  Business Response

  Date: 06/22/2023

  
  

  Dear Mediator:

   

  This letter sets forth Etsys position regarding the complaint dated June 5, 2023 against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use. 

  
  

  In the complaint, the Customer states ********************** suspended their selling account without providing any reason and did not give assistance towards fulfilling their recent orders. As a security measure, Etsy had limited the Customers account when we detected suspicious activity in their account. The Customers desired resolution is to have their information reinstated, regain access to their account, and to be contacted by Etsy.

  
  

  Our records show that the Customer was able to contact ********************** Support on May 22, 2023 and was requested to verify their identity as authorized account holder. Unable to verify with the security answers provided, the case was being investigated by Etsy internal Trust and Safety team. Further, agent Trinity was reached out to the Customer again with additional security questions and we are currently awaiting their response. 

  
  

  We are once again sorry to hear of the concern caused by this matter. For more information on our efforts to keep our site secure, as well as information on our Privacy Policy, please visit: ************************************************

  
  

  We also provide members with security features for their Etsy accounts: ****************************************************

  
  

  If you have any questions, feel free to contact ********************************.  

   

  Sincerely,

  Etsy, Inc.

  
  

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hello,

    Etsy's response was vague responses to policy and procedures and not true. They said we said our account was suspended for no reason. I have the reason copy and pasted from them in the original complaint. Did you even read it. AS far as getting any help surley you must have a record of the numerous times we contacted support with little to no help and no follow through to a resolution. ******* was helping us and we have made a little progress. Our account is very ********************** but not fully restored. When I questioned ******* about not addressing my attempts to find the hundreds of dollars not received from goods sold and shipped she never got back to us. Etsy has yet to remotely try to figure out what happened or give any assistance in this matter. We have been defrauded for months. If your trust and safety team has been investigating why have they not reached out to us with any resolution. When we want hard answers and money owed us it gets ignored.  I want answers and I want our monies due us. 

   

   

   

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

  
  Sincerely,
  
  ***** *** *******************
  
  
  
  
   
  

  Business Response

  Date: 07/14/2023

  *****

  
  

  Dear Mediator:

  
  

  This letter further sets forth Etsys position regarding the complaint dated June 5, 2023, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.

  
  

  Etsys full Terms of Use can be found here: ***********************************************************

  
  

  In the rejection of the complaint, the Customer states that they would like more assistance with regards to release of funds in their seller payment account. 

  
  

  Our records show that the Customer received two deposits into their updated bank account on July 10 and July 11, 2023. There are currently no restrictions on their selling account. Trinity from *********************** Trust & Safety Team reached out to the Customer directly on July 14, 2023 updating them about recent developments. 

  
  

  The customer can review those terms here: *****************************************************

  
  

  If the Customer needs any further assistance they can reach out to Etsy Support team using our Help form here: *************************************

  
  
  
  

  Sincerely,

  Etsy, Inc.

  
  

  Customer Answer

  Date: 07/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. For the record. It took several months, upset clients over Etsy's inaction and ineptness, and partial to flat out misguided helpfulness. Our shop was slowly opened after several attempts. When it was they put all of our listings active that were sold in the past along with current unsold ones. Of course we were charged for all of this. They did finaly refund us and we had to start out from scratch relisting them. ******* is not the one that finally helped us; she has not been in the picture for quite some time. She left us hanging never to hear from her again after we were asking for our shop to be fully opened and our monies put in our account. Interesting you are always saying we need to abide by your policies but never mention any responsabilities on your part. It is sad after such a ******* selling record we have that you leave us and other Etsy customers hanging high and dry and it took this to finally get your attention. Hopefully we do not have to go through this in the future but I don't have high hopes for this. Please get your act together.
  
  Sincerely,
  
  ***** *** *******************
  
  
  
   
  
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sold on etsy for 4 years. Recently one of my customers received a torn open package with damaged and missing merchandise inside. I called etsy for help. I was told under seller protection they would probably be able to help me. The order did not ship on time but met every other criteria. I have NEVER made a claim for seller protection. It is a ***** order. After an HOUR on the phone with customer support....it seemed like it would be handled in 48 hours. After hearing nothing for 4 days I again contacted support. After more than 20 minutes on the phone verifying things like last four of credit card...bank account...SSN....this new support person...who was clearly reading a script and kept going on and on repeating herself...told me essentially that the first person didn't know what they were talking about and they couldn't help me with seller protection. So at this point I've wasted four days of the buyers time....and almost 2 hours of my time on. The phone and chat trying to make this right for my buyer. And for a ***** order...etsy will not help me. So as a single mom and nurse trying to run a small side business....it's going to cost me money to make this right for my customer. I'm strongly considering closing my shop and never selling on etsy again. For ***** they are willing to lose my business and all the fees it has generated for 4 years. I'm disgusted and disappointed.

  Business Response

  Date: 06/20/2023

  *** *** **** ***               *** ****** ******** ******                     *********************************** **** *****                     ********* ** ***** *** ******        **************************************************** ***               **** *********
  Dear Mediator:
  This letter sets forth Etsys position regarding the response to the complaint filed 6/4/23, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member, a seller with a shop on Etsy, and agreed with Etsys Terms of Use.

  
  In the complaint, the Customer states that they have had trouble with Etsys customer service with an order that was delivered damaged by the carrier. The Customer requests a refund, and to be contacted by Etsy. 
  
  The Customer has been credited to their Payment Account and can also check for our outreach via email reply. Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  Sincerely,
  Etsy, Inc.
  

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my sales account was completely banned off of Etsy, for no good reason. I sell legal custom toys, stated they were compatible with another brand, They NEVER send me any messages directly about a word in my listing... i only seen the emails about this after account was suspended, Other sellers are still on the site selling ten times the amount of the same product, i am losing money and stressing over this... i have tried to message them about this, My wife tried to make an account and now she is also suspended for being tied to me... i would really like to get mine or my wifes account, or even both back on etsy as i did nothing illegal and others still sell the same items in much higher numbers

  Business Response

  Date: 06/12/2023

  ***               *** ****** ******** ******                     *********************************** **** *****                     ********* ** ***** *** ******        **************************************************** ***               **** *********

  Dear Mediator:

  This letter sets forth Etsys position regarding the response to the complaint filed June 6, 2023, against Etsy, Inc. (Etsy). Etsys service* ********* is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.

  In the complaint, the Customer states that their ********************** shop was suspended. The Customer requests that their shop be reinstated.

  Etsys Terms of Use state, Etsy terminates selling privileges of members who are subject to repeat or multiple notices of intellectual property infringement in appropriate circumstances and at Etsys discretion. If we believe a member has attempted to open a new shop after termination of the initial account, we reserve the right to refuse all services to that member. These actions apply to any accounts we believe are associated with or operated by the affected member. Per our Terms of Use, Etsy reserves the right to terminate account privileges at any time, for any reason, and without advance notice.

  On April 3, 2023, the Customers Etsy shop was suspended for repeat Intellectual Property Infringement notices. Prior to this occurrence, the Customer received numerous notices, each one accompanied by an email to notify the Customer. The notices were received on the following dates:
  December 6, 2022
  January 10, 2023
  February 8, 2023
  March 7, 2023
  March 23, 2023

  On March 30, 2023, the Customer received a final warning on their shop. With this, Etsy sent an email which read Etsy has received multiple notices of intellectual property infringement about material you posted on our site. Each time we received these notices and removed material, we notified you"..."We take allegations of intellectual property infringement very seriously because they can have legal consequences. Receipt of additional intellectual property infringement notices may result in the loss of your account privileges. Following this warning, the Customer received an additional Intellectual Property Infringement notice on April 2, 2023.

  When the shop was suspended on April 3, 2023, the Customer received an email explaining the suspension, which included, Were writing to inform you that after careful review, your Etsy account has been permanently suspended for repeatedly violating Etsys Intellectual Property Policy. This policy is based on intellectual property law including the Digital Millennium Copyright Act, which requires online venues like Etsy to discontinue service to repeat infringers. This suspension applies to this account and any other account you are involved in operating. Any accounts you create or use will be terminated.

  The Customer appealed the suspension on April 3, 2023, to which Etsy denied the appeal and responded to the Customer with We've determined your account does not qualify for reinstatement under the terms of our Intellectual Property Policy. To explain further, when Etsy receives a report of infringement that complies with our policies, we remove the material specified in the report and maintain a record of these actions. When we receive repeat or multiple reports of alleged infringement within the same Shop, Etsy permanently suspends the account in accordance with our policies. When we take action against an account due to policy violations, this affects all accounts operated by the member. Additionally, our response said, If you have received withdrawals from the complaining party after your shop closure please let ** know immediately. The Customer then submitted another appeal on April 21, 2023, to which Etsy had the same response, as nothing had changed in the Customers shop. The Customer appealed the suspension again on April 18, 2023, and April 26, 2023. Once again, nothing had changed within the Customers shop, so no response was given. To date, Etsy still has not received any withdrawals of Intellectual Property Infringement notices against the Customers shop, therefore the decision to suspend the shop still stands.

  As for any other shops the Customer may be involved in operating, as previously stated, when action is taken against a shop due to policy violations, this affects all shops that the Customer is involved with.

  For any questions about other sellers content on Etsy, the Customer may consider contacting the complaining party who sent us the notice(s). Their contact information is in the email(s) we sent about the infringement notice(s). Since Etsy is a venue and we can't provide legal advice, the Customer may also want to speak with an attorney.

  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************

  
  Sincerely,
  Etsy, Inc.
  

  
  

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  i explained to etsy that i received none of their previous emails, my main issue is there are Hundreds of other sellers on there selling higher volume of the same exact item i was removed for.  Seems as if their AI is just banning everyone.  My wifes account was banned also and she doesnt even sell on etsy
  
  Sent from my iPhone 

   

   

   

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

  
  Sincerely,
  
  *******************