Horror story to follow. I originally was going to ...

Horror story to follow. I originally was going to give one star, but there some some redemption by the end of my situation so they've earned another star. I bought an item from someone that was not custom made. It was listed as a size S/M, and I specifically told the seller that it was for an event I was attending on a Saturday (to verify whether I'd receive it before then). I was confused by the sizing, but the seller assured me that if I wear a size small or even an XS, this item would fit me. The seller had a shop policy of allowing returns on premade items (like mine) if they are contacted within three days of receiving the item, listed plain as day. When I received the item, beads immediately fell off of it upon opening, and when I tried it on, it was huge. The measurements were actually a bit odd, and it seemed like it was designed to fit a size large at the top. I contacted them immediately the day I received the item on a Thursday, asking for help. Rather than help me, the seller accused me of wearing the item to an event that day, and refused to refund me should I want a refund, telling me that they will fight any claim I make against them to keep my money. I was shocked and devastated. I worked up the courage to contact Etsy after that horrible encounter, and they told me to open a case. I did so, and Etsy did nothing. This seller faced no consequences for refusing to honor their shop policy and for treating me so horribly. They refused to review the case despite all the evidence and all the abuse I was subject to by the seller in the case log for simply providing proof of her prior abuse, the damage to the item upon arrival, her shop policies, the inaccurate sizing etc. This refusal was on the grounds that they "didn't have enough information" and therefore decided not to review my case at all and would not discuss the matter with me further. They showed no sympathy whatsoever for my situation, only apathy by shutting me down when I tried to communicate with them. I eventually got refunded outside of Etsy, but there was still the principle of shop policies being clearly violated, receiving a damaged and inaccurate item that I could not and did not wear to my event, a seller treating me horribly before I even had the chance to ask for a refund, and Etsy not showing the slightest sympathy. An Etsy representative later reached out, finally showing the sympathy my situation deserved, which made me feel better... but I believe this only happened because I filed a complaint with the BBB (in which Etsy continued to dismiss me and fail to properly read and address my complaint in the case log). They gave me a credit on my account, which I used to buy a cute item I had wanted from Etsy for a long time. Unfortunately, after this entire horrible experience, I believe that purchase was my last from Etsy. I remain shocked about what I had to go through to get human decency and a refund from this company and seller. I will never recommend Etsy to anyone ever again, despite having discovered and used Etsy years prior. I will only recommend small artists I've had good experiences with from now on, such as the person I got the cute item from, who hopefully sell outside the Etsy platform as well. I appreciated the gesture Etsy made after it was already too late, but it sadly wasn't enough to give me the confidence I need to shop there again. Beware of this site, and know that you as a buyer will NOT necessarily be protected by shop policies, Etsy will not care how a seller treats you, Etsy will not help you until they later realize they don't want more complaints or to lose your money forever, and you will have to fight elsewhere to get your own money back should you have an awful experience. Also be advised that they don't even have real customer service. None of their phone lines work-- you get disconnected or met with a brief robo-message if you even manage to find a phone number and try to call it. Their chat service takes dedication to unearth from their labyrinth of a help center. Emails or FAQs are the only help offered.