Etsy - no updates from seller and no item

[CinderRosie]

Hi all
Hope ok to post here as it's Etsy rather than eBay... I bought an item on the 19th January, it's a handmade item and the listing stated it'd be ready end Feb/beginning of March - all absolutely fine. When I paid I received a message immediately saying they'd get started on the item and that I'd be contacted when item is nearly ready to arrange delivery. Fast forward to 7th March, and I hadn't heard a peep so I sent the seller a friendly message asking if there was an update. I've heard absolutely nothing. I have today sent a further message asking if there was any update following my message last week. I'm guessing I will continue to hear nothing... At what point do I go through the Etsy option of 'reporting a problem with my order'?

I’d contact Etsy now, as there’s been no response to your message.

Yeah I'm thinking the same now, as it's been 24 hours since the second message so it's not looking great.

Give them some time to respind and if no response raise a chargeback with the bank.

Goods not received -
Visa you can raise after 15 days
Mastercard you can raise after 30 days

*respond

Hi, Etsy seller here. When you ordered did you note what the timeframe was? On Etsy we can set a timeframe of how long we have to make and dispatch the item. If you go into your purchases it should show that time. If it's well beyond it and you've not received any communication you are entitled to raise a case. Etsy will look at it, see it's not been delivered at all/ on time and will refund you.

I hope that helps. Don't be put off Etsy. Most of us take customer service very seriously.

Hi @pieceofpasta yep the seller had a rough timescale on their initial item page, and after order placed messaged to say it would be completed end Feb/early March. My order page says I should have received it by 2nd March. Heard nothing from them, sent a message 8 days ago, and another yesterday. I have now sent a 'formal' message about having a problem with my order where they'll now have 48 hours to respond.
I don't mind if there's been a delay but some communication would be great.

This happened to me. I sent two or three messages to let the seller know the item hadn’t arrived (this was quite some time after the predicted dispatch date). No replies to any of the messages. I waited about 48 hours after my last message, and then went through the ‘reporting a problem’ route and was instantly refunded.