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Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.
Please take a look at the Etsy forums. Sellers have been posting for weeks that Etsy is not returning callse when the phone number was still posted. Then they started deleting the phone number anytime someone posted it in the forums. Click the link provided in this article and try to find the number. Good luck. However, the last number I had, I’ve had it saved in my phone was/is 1-844-659-3879.
I did call Etsy on 4/21. I was “disconnected” when I said “Hello, I’m here”. So, I called back. I chose the get a callback from Etsy since I waited for a long time on hold for my fist call. My place would be held in line if I opted for a callback. I’ve now been waiting since 4/21 3:37pm CST. During this wait, Etsy also fully refunded a sale to a customer with not 1 but 3 items. They paid for 1 and didn’t return any. For a seller, they wait 2-3 days for them to respond to a case or provide a full refund, even now. For a customer they allow them a full month to respond and won’t close a case until that 30 days has passed even with no customer input. So, during a pandemic, waiting for Etsy to call to discuss a false claim, they provide a full refund while a customer has multiple free items and Etsy won’t return a call.
This isn’t new. Dec 2019, Etsy stopped answering customer service calls from sellers. If you wanted to talk to customer service you had to call and pretend to be a customer. Then you talk to someone.
Etsy’s message support system, don’t expect a response from there either in a timely manor. Some sellers have had cases open without responses for 2+ months. Three days for a response, you are so lucky. So, when Etsy holds sellers to a 72hr response standard and they take days to months to respond is their customer service really open? What are the sellers fees paying for?
Etsy should stop the smoke curtain. Provide true customer service all times of the year. ALSO, don’t increase fees up to about 22-25% from 10% during a pandemic when you have your best April EVER due to mask sales. Profits are the main goal at the cost of the sellers that are already struggling. Struggling WITHOUT customer support from Etsy.