Etsy
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Etsy Failed to Protect Me as a Buyer—At Every Level
I purchased a custom rug via Etsy (Order #3605843153) from the seller “Global Flooring Rug.” The delivered rug was materially different from the listing and what I ordered. Etsy later acknowledged this fact. The seller initially admitted the mistake and offered to remake it, then reversed course, falsely claimed the rug was correct, and refused resolution. This constitutes fraudulent misrepresentation and violates Etsy’s Terms of Use (Section 5a, 6) and Seller Policy (Sections 1 and 6). After realizing the rug was incorrect, I opened a case through Etsy’s resolution center. Instead of providing support, the seller became verbally abusive, manipulative, and escalated a pattern of gaslighting through the case thread. He insisted the item was correct despite clear photographic evidence to the contrary and mocked my claims. He harassed me persistently through Etsy’s internal messaging system and the official case communications, making it emotionally distressing to engage further. This created an unsafe and hostile environment that violates Etsy Seller Policy Section 3 (Communicating with Other Etsy Members) and constitutes psychological manipulation under FTC unfair trade practice standards. Despite my multiple requests for Etsy to intervene, the platform failed to stop the harassment or enforce its seller conduct policies. The seller eventually took down his shop, opened a new shop under a different name, and later reinstated his original store without any apparent penalty. Etsy was made aware of this deceptive pattern and did not act. This behavior violates Etsy’s Seller Policy Section 7 (Resolving Disputes) and Etsy’s stated commitment to buyer safety and marketplace integrity. In response to my negative review, the seller falsely stated that I was “extremely happy” with the rug, misleading potential customers and referencing a different transaction. This is defamatory and violates Etsy Terms of Use Section 5(d) and Seller Policy Section 6 (Providing Accurate Information). Etsy allowed this comment to remain public. Etsy failed to offer a full refund. I was instead forced to accept store credit. Under pressure to fulfill a time-sensitive order for a high-value design client, I used the credit to place another custom order. That sample was inaccurate in color and quality, and I had to request a refund again. The repeated damage to my reputation, delays in project fulfillment, and loss of client trust caused business disruption and emotional duress. I submitted documentation and opened a support ticket (including a case with Sage dated May 29, confirming investigation), but Etsy never followed up. They repeatedly closed tickets without resolution, sent auto-responses, and provided no transcripts. This reflects a systemic failure of Etsy’s Buyer Protection Policy and constitutes negligence in dispute handling, violating Etsy’s own Terms of Use Sections 5, 6, and 7. This experience has caused over $7,500 in documented losses and has exposed flaws in Etsy’s platform enforcement and consumer safety standards. The platform’s inaction enabled the seller’s continued operation and abuse. I formally request the FTC investigate Etsy for deceptive business practices, unsafe dispute systems, failure to enforce platform standards, and its complicit role in enabling emotional, financial, and reputational harm to buyers. These actions violate the FTC Act (15 U.S.C. § 45(a)(1) and § 45(n)) regarding unfair or deceptive acts in commerce.