3 ½ months. 8 calls logged for the same issue, and still no fix for a critical site error

[HighgateMansion]

Every time I contact support, they close any previous calls as complete when the error has NOT been fixed. Then they log a new call. There have been eight calls logged for the same error so far. I have contacted them by phone, email, or chat, almost 20 times and there is still no solution. I have wasted a considerable amount of my time chasing this issue.

Under consumer law I was sold a product which is “Not fit for purpose”, and the issue has not be rectified in a ‘reasonable time”.

This issue is with the 'save and continue" button when I go into Finances, Payment settings, in the Etsy dashboard. I click on the button and nothing happens, so as a result customers can’t make credit card payments. Also, in the same section I can’t edit anything.

I paid for the site and for listing fees but customers are still unable to make a purchase from it due to the error. I have now missed the busiest potential sales period of the year. And there has been no progress on a fix. I have essentially paid for a faulty product and the company has not compensated me for or rectified the issue.

I filed a complaint with the Better Business Bureau. Etsy didn’t respond to that. I have just emailed the ETSY, CEO, to see if I get a response from him.

If Etsy don’t have the resources to fix a critical issue on a site after 3 ½ months they should either be hiring more people or not taking on new clients when they can’t deal with major technical issues in a timely manner. 

I am posting this out of frustration with their lack of customer service and as a warning to  other sellers about my negative experience.

IMPORTANT: The issue can ONLY be fixed by Etsy technical support. They know what the issue is, they just haven’t fixed it. I am also not looking for a site critique. It is not relevant to my issue. Thank you.

[bradgoodell]

The BBB has no power and is an irrelevant organization whose existence has surpassed its use decades ago.  You wasted your time filing a report.  

Honestly, I do have to wonder why you continue to pursue business with Etsy if you are so unhappy.  Other shops are opening daily without issue. It sounds like Etsy doesn't value your business.  Cut your losses and find somewhere else to sell your goods. 

[CraftyCornishMaids]

keep adding to the ticket you have open, saying it is still not fixed, do NOT contact etsy anew, as they will open a new one

and when a new one is opened, the old one is closed, and the new one goes to the bottom of the queue

go to the open ticket and add to it

help - contact us, click on your avitar top right - my support requests - add to the open one there - once a day

[hopeandjoystudios]

I'd try opening a new shop and closing this one as you haven't made sales yet. Maybe the glitch was shop specific.

[NanaLetha]

@HighgateMansion  I would open a new shop since it looks like Etsy support is not helping you.

[LynnsLittleShop]

@thatregina would it be possible to assist this seller?, they haven't had a resolution for this for months and you have helped another seller recently with the same problem. Thank you.