A Followup: That Letter We Sent to Rob...

In one of our last posts I told you how we sent a letter from reader venting about inaction from Etsy to Rokali, by his request, after our little talk. I'm pleased to send you this followup, reprinted with the readers permission.

To paraphrase her problem: no help or responses from Etsy on a featured seller who wasn't able to keep up, having more than two dozen negative feedback for non-delivery,and no responses to comvos and emails - and now it was more than the 45 day Paypal deadline to get her money refunded and had nothing but, shame, hassle and silence from Etsy:

I am writing to tell you that I just got a refund! Indeed Rob Kalin forwarded my email to Bernadette Sweeney and after we exchanged a couple of emails she got my issue resolved. She was kind and even offered to talk to me over the phone if I wanted. She admitted that I shouldn't have to go through EtsyBitch in order to actually have a real person email me back. I stressed that customer service is extremely important and that they shouldn't think like a small company now that they're a big one. They have a lot to do, that's for sure. I hope Rob Kalin will be taking etsy towards the correct direction.

Also, I got another email from Bernadette after I wrote back to thank her for her involvement. You might be happy to know that the support team will double in size over the next few months! When this happens, they intend to thoroughly investigate member inquiries, get rid of canned responses and do everything within their power to satisfy etsy members. Sounds cool! Hope they get there soon! Overall, Bernadette seemed genuinely concerned and happy that she got the opportunity to help me and make me a content member of the community again.

Thank you sooo much for your help! It's so wonderful to find support from people you don't even know but you share a common passion with: Shopping and etsy :) Oh and keep up the good work! All voices must be heard in order to have progress. Bitching can sometimes be very productive.

So, the buyer finally got her money back. The overburdened seller, unable to keep up with her sudden fame and popularity, is still open and selling - but what about all her other buyers that I bet are still left without their purchases?

The another big question is: Why is this seller with over 30 negs still open when Etsy has closed shops with a SINGLE bad feedback? Sometimes for a fraudulent one! Sometimes no bad feedback at all! Why Etsy, why? When are you going to adopt a clear policy on what gets a shop shut down? What about ones that your feature made too big of a success?