Post # 1
In a quest for affordable letterpress, I paid a seller on Etsy to design and print my invitations. Initially she was really quick to respond to my questions and ideas, but now it’s like she’s fallen off the face of the earth!
At first I assumed she was designing the insert cards etc. and was waiting to e-mail me back until she has them done, but I am getting nervous about the lack of communication on her end. I’ve sent her 4 e-mails/Etsy conversations over the past month (containing some information she requested and also asking her a few questions) and she has not responded to any of them. My latest e-mail was just a request for her to get in touch with me to let me know if she has everything she needs for my project, but it’s been over a week since that last one and still no response.
Does anyone have any advice on how I should handle this? I don’t want to be mean or unreasonable, I recognize that Valentine’s is a busy time for printers and that she probably has other brides who need their invitations for spring weddings (mine is not until the summer), but this whole “4 unanswered e-mails” thing is really bothering me and honestly I am starting to wish I had gone with a different printer. It would make me feel so much better if she would take a moment to answer the questions I asked and gave me some sign that she’s still planning to work on my project! She’s been posting new items to her Etsy store so I’m sure she’s not on vacation or something. Any ideas?
Post # 3
I would say that you should contact Etsy and let them know that the vendor is being unresponsive. They will probably contact the vendor and this should help jump-start your contact again. Good luck:)
Post # 4
Wow, this is very unprofessional behavior. I own a stationery store and we would never not answer customer emails – we try to answer back within the hour and at the latest within a day.
If there is a phone number you could try calling, otherwise if your email attempts have failed you should try emailing Etsy as Miss Burgandy suggested.
The only thing I could think of that might be happening is that your emails have been caught by a spam filter. However, if she responded back to the same address before, that is probably very unlikely.
Post # 5
I agree with MB! There is no excuse for poor communication. The economy is slow and vendors should be thrilled with having work right now! I know it’s getting to be busy season, but still no excuse.
Contact etsy and tell them the situation. They should clear it up. Hope all goes well with your invites.
I have dealt with two etsy vendors in the very recent past and had nothing but good experiences btw.
Post # 6
Ugh. E-mail is the bain of a bride’s existence. Pick up the phone. Call her. Speak to a real person! E-mails can be so easily lost, overlooked. E-mails are easy to ignore. They move down day after day until they’re not even on the same page anymore. I suggest you make a phone call to find out what is going on. If you are unable to reach her by phone within a week, then I would leave her a message and send her an e-mail saying you are unhappy with her service and intend to seek repayment through Etsy. If that doesn’t get her attention, seek repayment, and find a new printer.
Post # 7
I would try one more time to contact her, and include a note that if she does not respond, you will have to get etsy to intervene. Etsy has very strict policies about sellers, and just your one inquiry could get her shop permanently kicked off etsy. That’s pretty extreme, especially if she has a good reason why she hasn’t responded. How is her feedback, is it mostly positive, then it’s likely she is working on your stuff and will get back to you when it’s ready.
Post # 8
@MightySapphire — I agree about e-mails getting lost in the shuffle and I would love to pick up the phone and talk to her. Unfortunately the only contact info listed on her Etsy page is her blog and her e-mail address. It looks like the computer is my only option 🙁
@snmcdowell — Her feedback is all positive, except for one "neutral" that said they liked the product but found service to be a bit slow. (That review was posted after I sent her the money via PayPal, otherwise I would definitely have considered going with someone else.)
I hate to jump to getting Etsy involved knowing how strict they are with their sellers, so I’m going to send her the following over Etsy and by e-mail — does this sound OK?
I haven’t heard from you in a couple of weeks; have you been getting my e-mails and questions over Etsy conversations?
If you could please contact me and let me know if you are still planning to complete the project, that would be great. I love the design you created and I hope we can continue working on my invitations! I don’t want to be pushy or overly demanding, I realize you were probably very busy right before Valentine’s day, but I am concerned that I haven’t received any responses to my e-mails or our Etsy conversation over the past month. Please let me know where the project stands!
Post # 9
Etsy isn’t a whole lot of help when it comes to these situations, but, you should have their mailing address and real email (not etsy convo) from the purchase you made.
You might want to also check their shop header as even though shops are suppose to use the vacation mode when out, I have noticed that not everyone does.
And even though it is nice to be, well, nice about it, a month with no return correspondence is not okay, especially when you have made a payment!
Post # 10
Perhaps post a comment on her blog about not hearing from her.
She might not want the bad publicity on her public blog?
Post # 11
Give her a benefit of a doubt. Maybe something happened.
Do send her the e-mail, then if this does not work. Contact etsy and get her phone and mailing address.