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:08/03/2023

  Type:Product 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 purchased a rug from *** ***** *******" as part of a dual purchase with another unassociated item from Etsy on 30 July. Today the company reached out to me and said that they were removed from Etsy and we're no longer able to ship any items. However, I was already charged payment from Etsy. I reached out to Etsy customer support after verifying that company was no longer selling on Etsy. Etsy refused to file a reimbursement although they are aware that I paid for an item that will not be received. Because it was a dual purchase with another item in Etsy I can't cancel the fraudulus purchase through my credit card company without hurting the seller that is not associated with the other purchase through Etsy. From a consumer protection perspective it seems that Etsy is allowing fraud to occur by not allowing buyers to receive reimbursement when stores close after receiving buyers money with no intention of delivering or shipping items.

  Customer Answer

  Date: 08/03/2023

  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:08/03/2023

  Type:Delivery 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.

  Order ********** the seller never shipped my item, so I sent them a message asking to cancel my order and refund it. They said they would, but never actually did even after 10 days. So I contacted Etsy support via chat, somebody answers but when i respond and tell them my issue, I never get a response even after 1 hour. When I try to open a new chat and contact Etsy support again, it opens up my old chat back up. I tried finding a customer service phone number but there isn't any. I tried finding a customer service email address, but there isn't any. My money is gone and I can't get it back.

  Business Response

  Date: 08/11/2023

  *** *** ****
  
  
  ***               *** ****** ******** ******
                      *********************************** **** *****
                      ********* ** *****
  *** ******        ****************************************************
  ***               **** *********
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed August 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 states that they placed an order with an Etsy seller and then requested a cancellation and refund when the order was delayed in shipment.. The Customer requests a refund. 
  
  *********************** 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.
  
  Our records indicate that the Customer was able to remain in touch with their seller about the order and the order was refunded and canceled on August 3, 2023.
  
  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:08/03/2023

  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.

  Subject: Urgent Complaint: Unacceptable Account ********************* Practices Dear Better Business Bureau,I am **********, an Etsy seller since October 2022, writing to express my frustration with ********.Recently, I tried switching my bank account to receive proceeds from my listings. Despite successful bank connection, Etsy's system lagged, suspending my account after multiple attempts.Adding to the issue, Etsy charged me a server fee yesterday using my new bank account's debit card, demonstrating no payment issues on their end. This disparity in treatment is unjust.As a responsible business owner, I value my customers' satisfaction. The current suspension has caused emotional strain and reflects poorly on my reputation.Attempts to resolve this were futile due to Etsy's lack of accessible and efficient customer support channels. I feel abandoned and left to deal with the situation alone, till they find the time to reach back out, considering I had to make an appeal, which could take 2 or more weeks to hear back.I request a full refund of "seller fees" paid to Etsy between October 2022 till now. Additionally, I firmly state that I will no longer conduct business with Etsy. I refuse to pay them any ***** of my earnings, especially seeing how slow they are to resolve legitimate complaints while having no problem taking my money.I urge the Better Business Bureau's intervention to seek a swift resolution to my account suspension and fair treatment as a valued seller. Etsy should address their technical issues and provide efficient customer support.Your assistance is appreciated.Sincerely,**********Etsy Seller since October 2022

  Business Response

  Date: 08/17/2023

                                                                                                                                                                                                                    ****** *** ****
  ***               *** ****** ******** ******
                      *********************************** **** *****
                      ********* ** *****
  *** ******        ****************************************************
  ***               **** * ********
  
  Dear Mediator:
  This letter further sets forth Etsys position regarding the complaint dated 08/02/23, 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 complaint, the Customer states that ********************** charged the Customer a server fee while their shop was suspended for no reason. The Customer wants a refund of selling fees from October 22 until now because they no longer want to do business with Etsy.
  Looking at the Customers account, it looks like they had trouble verifying their bank details, but were successful on August 2nd. They were temporarily suspended due to too many failed verification attempts for their bank details. During this time, their seller fees that were due, were charged to their billing card on file. If this card is linked to the bank information they are trying to add to their shop, doesnt mean we have access to their bank account information. The Customer needs to verify their bank information on their end, which they did. We are unable to refund their seller fees from October to now because they have had sales and when the Customer signed up to sell on **********************, they agreed to our policies.
  The Customer can find more information on our policies here.
  If the Customer wants to close their shop, they can do so by following the steps here.
  If the Customer needs any further assistance they can reach out to Etsy Support team using our Help form here: ***********************************************
  
  Sincerely,
  Etsy, Inc.
  
  

• Initial Complaint

  Date:08/03/2023

  Type:Product 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.

  In the past six months my Etsy account has been compromised by someone else selling items on my account. I have only ever purchased items, never sold anything from my account. This compromise has left a balance owed as well as my access to my account being blocked. I have contacted Etsy numerous times and some of the times their response is that they will review the case without any resolution. The following is the case number. ******************************************************** Now Ive received a notification that I will be turned over to collections for money I do not owe.How do I resolve this?Thank you.

  Business Response

  Date: 08/13/2023

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

  
  Dear Mediator:

  This letter sets forth Etsys position regarding the response to the complaint filed Aug 2, 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 account was compromised, which resulted in a balance being owed on their account as well as access to their account being blocked. The Customer wants access to their account restored as well as a billing adjustment to the account.

  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.

  We do not make such decisions regarding the revocation of account privileges without great consideration, but violations of our Seller Policy brought us to the conclusion that our relationship must come to a close. 

  As noted in our prior outreaches to the Customer,counterfeit or unauthorized items are prohibited on Etsy. We consider counterfeit or unauthorized goods to be items that imitate an authentic good, particularly by using a brands name, logo, or protected design without the brand owners consent in a manner that is likely to cause confusion. If Etsy has reason to believe your listings may be counterfeit or unauthorized, we may remove these listings.
  For your reference, here is a link to our Seller Policy: ***********************************************

  Etsys Trust & Safety team found it necessary to permanently suspend the account on May 26, 2023 and the Customer was informed of the decision via email on that date. Prior to the account  suspension, the Customer was notified via email regarding policy violations on May 17 and 23, 2023. 

  However, upon further investigation it was determined that the policy violating listings listed on the Customer's account were as a result of the hack, and had nothing to do with the Customer. Subsequent to this discovery, the Customer's account privileges have been restored and a billing adjustment to the account is currently underway.

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

  
  Sincerely,
  Etsy Support.
  

  
  

  Customer Answer

  Date: 08/22/2023

  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:08/02/2023

  Type:Delivery 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 had ordered three pairs of earrings today on Etsy's website. Two were from one seller, and one was from another seller. Also, the one seller who I ordered the one pair of earrings from sent an email to my ****** account stating that my item was shipped and to track it and then afterward she contacted me that unfortunately the item was broken and she couldn't send it. How could I get an email that it was shipped and then she all of a sudden she said it was broken and couldn't send it. As far as the other seller that I purchased two pairs of earrings from, she or he has not answered my questions about trying to cancel one pair of earrings. This is unacceptable business practice and I think Etsy should get involved with this because now I'm stuck and possibly not being able to get any of the earrings.

  Business Response

  Date: 08/10/2023

  *** *** ****
  
  
  ***               *** ****** ******** ******
                      *********************************** **** *****
                      ********* ** *****
  *** ******        ****************************************************
  ***                  **** *********
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed 8/1/23, 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 and agreed with Etsys Terms of Use.
  
  In the complaint, the Customer states that they placed multiple orders for items from two different Etsy sellers and they did not arrive as described. Additionally, they requested a cancellation from one of the sellers after placing the order in error and the seller was not responsive or helpful.. The Customer requests contact from **********************. 
  
  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:
  
  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.
  
  Our records indicate that since filing their complaint, the Customer has been refunded in full for all of the above mentioned items.
  
  The Customer was also able to get in touch with our Support team directly to discuss their concerns about the sellers and their business practices on the site.
  
  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:08/02/2023

  Type:Delivery 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 placed order #********** on October 7, 2022 at ******** from a seller named JDsGemStacular. On November 16, 2022, I received 3 of the 4 pieces I ordered. The envelope was in very good condition and sealed so the final piece (a peg bail) I ordered certainly didn't fall out. There was a little blue ink **** next to the peg bail item on the packing list, so at the time I had assumed it was known that it was not in the envelope and would be sent later. I messaged the seller on January 19, 2023 to inquire about an estimated delivery date of the missing peg bail. The seller never responded to my message, so I opened an Etsy case on February 22, 2023 regarding the missing peg bail, but their solution was a partial refund. That is completely unacceptable as I specifically stated in my case that my preferred resolution was to receive the missing item as the other pieces in the order are useless without the peg bail. I had Etsy call me on March 7, 2023 to give me options on how to resolve this issue (the only acceptable resolution being that I be sent the peg bail). Their suggestion was to message the seller again as a reminder to send the peg bail. So, I sent the seller another message on March 7, 2023, and this time they did respond the next day that they would look into the issue, but they never sent the missing item, nor an explanation. In April (it was either the 12th or 26th), I had Etsy call me again to try have the peg bail sent. I was told the seller's behavior is completely unacceptable and that Etsy would follow up. Again, there was no follow up. My preferred solution is that Etsy and ************** send me the missing peg bail that I ordered. The secondary solution is for Etsy and ************** to provide me with a refund for the entirety of order #**********, since the three of the four pieces I did receive are completely useless with the missing peg bail that they attach to.

  Business Response

  Date: 08/14/2023

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

  Dear Mediator:

  
  This letter sets forth Etsys position regarding the response to the complaint filed August 2, 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 an order from October 2022, was not fulfilled correctly. 

  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:
  
  1.You are not buying directly from Etsy, but from one of the many talented sellers on Etsy.
  
  Customer filed a case for the order in question for the missing item and was refunded for the cost of the item not received. As Etsy is not part of the transaction we can neither force the seller to send a replacement nor create a replacement item. The refund was the only resolution that could be provided. 

  
  Additionally, as this order was placed in October of 2022, we can no longer issue any further refunds as the refund window is closed. More information regarding refunds can be found here: *****************************************************************************

  
  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:08/01/2023

  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 made a purchase on the ******** website using the guest checkout, as I do not want an account at **********************. We see today that there is no such thing as security on the web, websites are being hacked daily, and user data is stolen constantly.After completing the guest checkout form, ETSY retained all my data, thanked me for signing up for an account which I DID NOT DO, and requests that i confirm my account via the solicitation email they sent me.In addition, ETSY avoids all resposibility for their actions, and refuses to post contact information like the rest of the world does, like a phone or email address, and insists that I sign in to my account, which i dont have, never wanted, never made, and never approved the creation of.

  Business Response

  Date: 08/09/2023

  *** ** ****
  
  ***               *** ****** ******** ******
                      *********************************** **** *****
                      ********* ** *****
  *** ******        ****************************************************
  ***               **** *********
  Dear Mediator:
  This letter sets forth Etsys position regarding the response to the complaint filed 8/1/2023, 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 information is being used without consent. The Customer requests no further contact with **********************
  Customer made a purchase as a guest and is requesting Etsy to no longer contact them. When a purchase is made via guest checkout a few emails are sent to the customer to complete and confirm information and allow the member the option to claim their guest check out transaction. Their account has not been compromised or information sold to other venues.
  Etsy offers 24 hour customer support via chat, email and phone support.
  No records of the customer contacting support or the seller.
  
  At Etsy, we take our members privacy seriously. For this reason, were unable to comment on an investigation regarding another member on Etsy. You can view our Privacy 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 state You release Etsy from any claims, demands, and damages arising out of disputes with other users or parties.
  
  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:08/01/2023

  Type:Customer Service 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 am a seller on Etsy and they placed an unwarranted "reserve" on my account. Holding my money for 90 days without reason. As a very small and new business this is detrimental to my shop. They refuse to give me an actual reason for why they did this. I have followed all the rules, my orders ship on time every single time with tracking info. There is no reason for them to keep my money other than them having shady business practices.

  Customer Answer

  Date: 08/02/2023

  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:08/01/2023

  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.

  We setup a new ******** store and the company has charged my credit card without providing a product or service. I would like to speak with the company to resolve my issue.

  Business Response

  Date: 08/11/2023

  ****** *** ****
  ***               *** ****** ******** ******
                      *********************************** **** *****
                      ********* ** *****
  *** ******        ****************************************************
  ***               **** *********
  
  Dear Mediator:
  This letter further sets forth Etsys position regarding the complaint dated 8/1/23, 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 complaint, the Customer states that they were charged by ********************** before providing a product or service. 
  Looking at the customers account, they have a draft shop, so no fees were charged to their account as it is not fully set up yet. There were no recent purchases associated with the email on their account. We do not see any charges from Etsy through the customers account. 
  If the Customer needs any further assistance they can reach out to the Etsy Support team directly using our Help form here: *********************************************** so we can work with them one on one, wed be happy to do so. 
  
  Sincerely,
  Etsy, Inc.
  
  

• Initial Complaint

  Date:07/31/2023

  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 purchased a duvet set end of June 2023 from a seller thru Etsy called ******* ***. The order was supposed to be delivered between July ****. It never arrived yet Etsy asked me to review the product. I paid $123.14 and have been messaging the seller for weeks about the package. Their response is always we will look into it and they never have answers. I requested a full refund since I did not receive the package and have not received it. Etsy should not have sent my payment to the seller until the product was confirmed to have arrived by the shipping company. The seller is not helpful at all and theres seemingly no way for me to contact Etsy about all this.

  Business Response

  Date: 08/02/2023

  *** ** ****
  
  
  ***               *** ****** ******** ******
                      *********************************** **** *****
                      ********* ** *****
  *** ******        ****************************************************
  ***               **** * ********
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed 7/31/2023, 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 they made a purchase from a seller and the item has not yet been delivered. The Customer requests a refund. 
  
  While looking at this order, I see the payment was sent directly to the seller's PayPal account. Because ********************** does not have access to the funds to issue a refund or intervene further, working with PayPal is the next best step.
  
  To resolve this issue, I'm going to provide PayPal's contact information so you can start a claim process with them.
  Here's PayPal's contact information:
  
  Help Center and Contact page: ************************************
  Support by Phone: ************** (US), ************** (if calling from outside the US)
  
  You can also log in to your PayPal account and report a problem through ************************** They can help facilitate a resolution between you and the seller.
  
  To provide a bit more context, although your order was placed on Etsy, payment was processed and received directly by Paypal, they are the only party who has access to your funds.
  
  On our end, Ive made note of your experience on the seller's account for further investigation by Etsy.
  
  
  
  Per our posted policies: ineligible Disputes and Transactions
  Unless required by law, some disputes and transactions are ineligible for the case system, including:
  
  Items that have been altered, used, worn, washed, or discarded after receipt.
  Items that are received after the agreed-upon delivery date due to shipping delays.
  Items that are returned without a return agreement.
  Items that are accurately described but dont meet a buyer's expectations.
  Cost of shipping disputes.
  Items that are purchased in person.
  Transactions where payment is not processed by Etsy Payments, for example in an offsite transaction, or via Standalone PayPal.
  Disputes covered by local warranty or return laws applicable to a seller or their product
  
  
  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: ************** (US), ************** (if calling from outside the US)
  
  
  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: 08/03/2023

  Better Business Bureau:
  
  First, this was extremely easy so thank you for the user friendly process and great communication through out.  
  

  Second, Ive filed a complaint with PayPal.  Hopefully I can get my money back. 
  

  Third, I noticed a number of other reviews from that store on Etsy that people have not received orders.  Etsy needs to shut that business down asap.  
  
  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,
  
  *****************************