Complain About Etsy - learn how to file a complaint

Honestly, getting a response can feel like sending a message in a bottle.

• Use Specific Keywords: When using their help form, use words like "refund," "not received," or "formal complaint" to get routed correctly.
• Attach Everything: Include order numbers, screenshots of conversations with the seller, and photos of the item if it's not as described. Don't give them an excuse to ask for more info.
• Be Persistent: If you get a generic, unhelpful email response, reply to that same email chain instead of starting a new ticket.

If Etsy support ignores you or gives you the runaround, it's time to escalate. Don't just give up.

Internal Escalation

First, reply to their last email and explicitly ask to have your case "escalated to a supervisor" or a "senior support specialist." Sometimes this is enough to get a fresh pair of eyes on the problem.

External Escalation Bodies

If that fails, go external. The Better Business Bureau (BBB) is a solid next step. You can file a complaint on their website for free. Etsy is an accredited business and generally responds to BBB complaints to maintain their rating. BBB works, but prepare to wait. It can take a few weeks to get a resolution.

For payment issues, you can also file a chargeback with your credit card company or a dispute with PayPal. This is often the fastest way to get your money back if you paid for something you never received or that was significantly not as described. Just be aware that Etsy might suspend your account for doing this, so use it as a last resort.

Subject: Formal Complaint Regarding Order #[Your Order Number] - Final Attempt to Resolve

To Whom It May Concern,

I am writing again to resolve an issue with my order, #[Your Order Number], placed on [[Date]]. Despite contacting support on [[Date of first contact]], my problem remains unsolved, and frankly, the lack of a clear resolution has been incredibly frustrating.

The issue is [[Clearly and concisely describe the problem, e.g., "the item I received is a cheap knock-off and not the handmade product advertised," or "the seller never shipped my order and is now unresponsive."]]. This has been a huge waste of my time and money.

To resolve this, I require a full refund of [[$Amount]] to my original payment method. I have attached screenshots of my communication with the seller and photos of the item for your reference.

Please be aware that if I do not receive a satisfactory response and confirmation of my refund within 48 hours, my next step will be to file a chargeback with my credit card company and submit a formal complaint to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Mention the Seller's Shop Name and Order Number in Every Message. Don't make the support agent hunt for your details. Put it right in the subject line and first sentence.
• Use the phrase "File a Case." This is Etsy's official terminology for a formal dispute between a buyer and seller. Using their language can sometimes speed things up.
• Check the Seller's Policies. Before you complain, quickly check the seller's shop page for their return or shipping policies. You can use it as leverage if they violated their own rules.
• A tip from Reddit that works: If you're a seller dealing with a support issue, some users report getting a better response by emailing legal@etsy.com for issues related to intellectual property or serious account problems. Use this one sparingly.

Tired of navigating Etsy's help center maze only to get a canned response three days later? Sound familiar? It's designed to be difficult. You send an email, wait, get a useless reply, and repeat. No joke.

Let Pine AI handle it. We don't do hold music or endless email loops. We take your complaint and persistently follow up on your behalf, escalating it until it gets the attention it deserves. It saves your sanity and deals with the pushback so you don't have to. Think of us as your personal, assertive advocate for getting things done.