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AIBU?

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Original poster

AIBU about refund from Etsy?

126 replies

JoanneCofton · 04/02/2021 07:28

Just need some advice really!

I use Etsy ALL the time, I get the majority of gifts/things for my house from there and always use a uk seller. I do this because a) Etsy promote supporting uk sellers and b) Delivery times are quicker (usually).

So I ordered an item on the 17th January. The shop stated it was uk seller and was based it London. The item is quite large and cost 60 quid. The delivery time was set from the 1st-3rd Feb, all good and ordered. It was dispatched on the 18th.

So the 3rd came and went a no sign of my item. As it’s quite a large item I had to provide my number so the delivery company could contact me to arrange a delivery date. Once it didn’t arrive I contacted the seller who was very nice and said he would look into it. He then messaged again saying the item was stuck in customs. I was very confused so asked for the tracking number which stated the item was coming from Italy!!! I obviously queried this with him and he explained HE is based in London and therefore the business is a Uk business but the actual product is made in Italy and that this is made clear on his Etsy page. I had another look at the Etsy page and found that right down at the bottom, under all the reviews, delivery dates etc, it mentions the dispatcher in Italy. BUT that is right at the bottom, I’ve never scrolled that far down and plus it is stated twice at the top of the page that it is a uk seller. Anyway so I asked for a refund and he’s said it clearly states in his terms & conditions that he is no responsible for delays with customs.

The tracking states it has been with customs for days but was finally released yesterday but I have checked again this morning and now it says AGAIN that it’s delayed at customs Confused.

So aibu asking for a refund?

OP posts:
Thread gallery
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Original poster
JoanneCofton · 04/02/2021 07:29

These are the photos from the Etsy site (I’ve blacked out all the details so no one can see what I’ve ordered cuz I’ve moaned about this to a lot of people 😂)

AIBU about refund from Etsy?
AIBU about refund from Etsy?
AIBU about refund from Etsy?
OP posts:
KnobblyWand · 04/02/2021 07:33

I don't think there's much you can do apart from complain to Etsy about his unclear advertising, and wait for it to be cleared at customs.

Original poster
JoanneCofton · 04/02/2021 07:35

@KnobblyWand yeah I’m definitely going to complain to Etsy, I would never have ordered it If I’d have known it was coming from abroad and I think it’s a bit unfair of him to promote being a uk business then stating that it’s not his fault it’s stuck at customs when I was under the impression it was coming from London 😂

OP posts:
Ffsnosexallowed · 04/02/2021 07:35

Its a bit daft to assume that just because a seller is based in the UK they'll only be dealing in UK goods.

GCAcademic · 04/02/2021 07:36

Presumably you are going to be hit with VAT too?

I had a similar situation when the seller was based in the UK but the item I bought actually came from India. The only indication of this came when I read the reviews. I find Etsy's listings quite opaque. They often say "VAT included where applicable"; in some cases you don't get charged for it when goods come from overseas, but often you do.

Mookie81 · 04/02/2021 07:38

How is it unclear?
The onus is on the buyer to read the whole thing, it clearly says it is produced in italy and talks about customs.

livvymc · 04/02/2021 07:38

Hmm I can understand your frustration but however much it’s buried in his listing, it does state Italy.
I think unfortunately the seller is right on this occasion. It’s very underhand to state the location as London when that is only his location, not the location of the item though. I wonder if this is in breach of Etsy’s terms and conditions? Worth looking into maybe.
Or if you really want the item, wait for it to arrive, chalk it up as a lesson and double check every listing from now on.
Hope you get it soon if that’s what you decide

VettiyaIruken · 04/02/2021 07:38

The seller does say where the item is coming from. It's really the customer's responsibility to read it.
He dispatched it on time.
It is being sent tracked.
He is correct that he has no control over customs.
I can't really see where it's his fault tbh.

The item will eventually arrive. If you have been refunded will you return the item?

KnobblyWand · 04/02/2021 07:40

It's unclear because he's boasted about being a UK seller and then, at the very very bottom, stated that the dispatcher is in Italy Hmm

This is a very common tactic to produce more sales, it's dishonest because it's relying on people NOT reading all the info.

It's a problem on Etsy and eBay.

Affor · 04/02/2021 07:40

@Ffsnosexallowed

Its a bit daft to assume that just because a seller is based in the UK they'll only be dealing in UK goods.
Normally yes but with Etsy, the whole point of tagging where the seller is based is to allow you 'shop local'. That's why you can filter based on location.

I would definitely flag this to Etsy OP

DDiva · 04/02/2021 07:41

There are still lots of delays internationally but it's likely you'll need to pay vat before you can receive the goods. We all need to be more aware where things come from now we are not in the EU.

AlwaysCheddar · 04/02/2021 07:42

Flag with Etsy as they are misleading people.

Brighterthansunflowers · 04/02/2021 07:45

YANBU

Etsy is supposed to be selling stuff you’ve made, so it’s reasonable to assume it would be dispatched from where the seller is based. And I’m sure it’s deliberately set to appear as a UK seller so people don’t avoid him as an international seller.

Complain to Etsy and if you paid through Paypal open a dispute.

Original poster
JoanneCofton · 04/02/2021 07:45

Every item on Etsy pretty much says it’s not responsible for customs charges which I always assumed meant if it send abroad.

I can’t really see how it’s daft to think a seller based in the UK that states London England is going to be sending a product from England Confused . It does not state it anywhere in the description that it is coming from
Italy, and I’ve just had a look
And it only actually says about Italy when you click on the shop details. No where on the pages for all 22 of the products does it say Italy. I haven’t been refunded, the item is for a present for a birthday this weekend so I’m hoping it turns up but as I say, yesterday the tracking said that it had cleared customs, had been released and was in transit to my city. This morning the tracking states the package has arrived at customs but is delayed so god knows

OP posts:
AnnaSW1 · 04/02/2021 07:48

Sounds like you should have scrolled down. That's on you

SinkGirl · 04/02/2021 07:51

I sell on Etsy and I think this is unreasonable but unfortunately more common now that Etsy has been infiltrated by people selling things made by others rather than items they are making / sending themselves.

Just because his production partner is based in Italy doesn’t mean it will be sent from Italy, he could be holding stock made in Italy in England. And as you mention, these comments about customs usually mean for those buying from abroad.

It should be clear in the listing details, not just the shop details (and it’s not even clear there).

AaronPurr · 04/02/2021 07:55

I don't think you'll get a refund, but I don't think YABU to be annoyed. With delays right now i'm trying to order locally, as I worry that gifts coming from abroad won't arrive in time. Etsy is supposed to be a way to support local sellers, and I would expect an seller listed as UK to have the items rather than ordering from a different country once you've placed the order.

Ilikewinter · 04/02/2021 07:56

Yeah I wouldnt be happy although he has made it clear by what youve posted. My concern would be that you are going be hit for extra charges as its coming in from the EU.

VettiyaIruken · 04/02/2021 08:00

Does the listing say made by him, someone else in his shop, vintage or a supply?

I see that his shop says he's the owner and someone else is the maker. Its the maker who's in Italy I assume.

Yes, he could have highlighted it on each listing but he did supply all the information. I'm not sure Etsy would agree he had broken their rules. He runs the shop from the UK. Files with HMRC. States in his shop info that the maker is someone else. Clarifies that the item is coming from the maker associated with his shop, who is in Italy.

It's not something I would do because it's sneaky and you don't keep customers by being sneaky, but has he technically broken the rules? Unless he claims to be the maker then probably not.

PatchworkElmer · 04/02/2021 08:02

I’d be annoyed by this. I always filter to ‘U.K.’ because I want the items as quickly as possible (with no customs charges), and I want to support small U.K. businesses. It’s very frustrating that lots of Etsy sellers now seem to be selling on stuff that’s been made and designed elsewhere- that’s not the appeal of the website for me. If I want something like that, I’ll use eBay or Amazon. I’ll make sure I’m reading right to the bottom in future!

Did you get an estimated delivery date when you ordered? If that’s expired then I’d consider asking for a refund again.

GloGirl · 04/02/2021 08:05

I think its Drop Shipping and if its not in the item's details then Etsy wouldnt hold much responsibility on you.

I'm an Etsy seller and buyer, this would have caught me out too and I would also raise a claim if it's not there on time.

How many days did it say it would take to make and post?

Original poster
JoanneCofton · 04/02/2021 08:07

Looking at it again he definitely hasn’t made it that clear, the mention of Italy is in the last section of the seller page, not on any of the items. It’s not under the item description, delivery details anything. The product is personalised and he’s sent me a mock up and when I said that’s fine he said great I will get this made for you today.

I searched for ‘product I want in the uk’ and this shop came up. I have changed my settings to sellers in the UK only, his shop is listed in London AND Etsy promote the shop as shopping local and support a local seller. I have ordered literally hundreds of things from Etsy (all uk sellers) and they’ve all come from within the uk. I missed a 3 word sentence at the bottom of the page that wasn’t actually the listing I brought but the page of the seller which I’m sure most people wouldn’t look to click on if they’d seen the product they want, was happy with the price, read the full description, checked the reviews and looked at the delivery time/conditions and not one single time in any of them did it say it was coming from Italy?

It’s just annoying as I bought the item in plenty of time for a gift this weekend in good faith that it was coming from the uk and would never ever have got it if I’d have known

OP posts:
Original poster
JoanneCofton · 04/02/2021 08:08

Yes the estimated delivery date was 3rd feb at the latest.

OP posts:
FellowFlipFlop · 04/02/2021 08:12

It's too early for arseholes being deliberately stupid. Fucking MN

That says the production partner is in Italy - that doesn't immediately imply that the item would be dispatched from there. The seller is being deliberately misleading and is in the wrong here. The wording about customs fees is standard and as you think you're buying from a UK seller why on earth would you think that bit would apply to you. Definitely not being unreasonable

Frazzlefrazle · 04/02/2021 08:14

I would be annoyed too. I buy a lot with etsy too and use the search function of UK only. However I'm not sure what else can be done apart from flag it with etsy.