Customer Reviews (100)

Samson Smith • 2025-09-27T19:31:58.500Z

I love how you can customize any jerseys. the ones I got are magnificent. thanks, Etsy

sarah hebler • 2025-09-27T19:25:42.824Z

wonderful and easy to navigate

Nerdy Person • 2025-09-27T18:48:17.153Z

suspended my account after 1 purchase cancelation. horrible

Summary of Key Insights

The Etsy app enjoys a generally positive sentiment, reflected in a high number of 5-star reviews. Users appreciate the unique and handmade items available, the ease of finding gifts, and the direct interaction with sellers. However, significant pain points exist related to account suspensions, shipping costs and transparency, order issues (scams, non-delivery), and app usability issues (navigation, currency options, and forced app opening from browser). The app's perceived political leanings and the presence of controversial content (e.g., "witchcraft") also negatively impact a segment of users. Overall, while the core concept is well-received, addressing the negative aspects is crucial for improving the user experience and retaining users. The quantitative metrics show a strong skew towards positive reviews, but the negative reviews highlight significant areas for improvement.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the content of the reviews.
  • Analysis Methods:
    • Sentiment Analysis: Categorizing reviews as positive, negative, or neutral based on the expressed opinions.
    • Keyword Extraction: Identifying frequently used words and phrases to pinpoint common themes and issues.
    • Topic Modeling: Grouping related reviews to understand the underlying topics and concerns.
    • Quantitative Analysis: Calculating the distribution of star ratings.

Key User Pain Points

  • Account Suspensions: Several users reported account suspensions without clear reasons, leading to frustration and a negative perception of Etsy's fairness.
  • Shipping Issues: Unexpectedly high shipping costs at checkout, lack of transparency, and instances of "free shipping" being misleading were frequently cited.
  • Order Problems & Scams: Users reported instances of scams, non-delivery of items, and difficulty obtaining refunds, highlighting a need for better buyer protection.
  • App Usability: Navigation difficulties, lack of currency options (specifically AED), and forced opening of the app from a browser were mentioned as usability issues.
  • Controversial Content: The presence of sellers offering spells and perceived political bias led to negative reviews and account deletions from users with differing viewpoints.
  • Review System Issues: Delayed review availability after delivery.
  • Payment Issues: Problems with payments being accepted.
  • Currency Issues: App stuck on UK currency and unable to switch to US.

Frequently Requested Features

  • More Currency Options: Specifically, the addition of AED (Arab Emirates Dirham) and other currencies.
  • Option to Disable Automatic Translation: Users want the option to disable automatic translation.
  • Improved Order Tracking: More transparent and reliable order tracking within the app.
  • Disable App Opening from Browser: Option to prevent the app from automatically opening when accessing Etsy via a web browser.
  • Detailed Item Descriptions: Make detailed item descriptions more readily accessible.

Strengths and Positive Aspects

  • Unique and Handmade Items: Users appreciate the wide selection of unique, handmade, and vintage items that cannot be found elsewhere.
  • Gift Finding: Etsy is considered a great place to find unique and personalized gifts.
  • Easy Ordering: Many users found the ordering process to be easy and quick.
  • Seller Communication: Positive experiences were reported with direct communication with sellers.
  • Customer Service: Some users reported positive experiences with Etsy's customer service when issues arose.
  • Variety of Products: The app offers a diverse range of products, including clothing, jewelry, home decor, and craft supplies.
  • Personalized Items: Appreciated ability to personalize products.

Prioritized Action Recommendations

  • High Priority:
    • Address Account Suspension Issues: Implement a clearer and more transparent account suspension process with better communication and appeal options. Investigate wrongful suspensions.
    • Improve Shipping Transparency: Clearly display shipping costs early in the order process and eliminate misleading "free shipping" claims. Enforce seller compliance.
    • Enhance Buyer Protection: Strengthen buyer protection policies and dispute resolution processes to address scams and non-delivery issues.
    • Currency Options: Add more currency options, including AED.
  • Medium Priority:
    • App Navigation Improvements: Redesign the app's navigation to be more intuitive and user-friendly.
    • Browser App Opening: Provide an option to disable the automatic opening of the app from a browser.
    • Review System Improvement: Allow users to review products immediately after delivery.
    • Item Description Visibility: Make detailed item descriptions more prominent in the listing.
  • Low Priority:
    • Address Political/Controversial Content Concerns: Develop a clear content policy regarding controversial or potentially harmful content and enforce it consistently (this is a complex issue).
    • Translation Control: Give users more control over automatic translation settings.

Opportunities for Startup Ideas

  • Etsy Guarantee Service: A premium service offering guaranteed refunds and protection against scams for a small fee.
  • Currency Conversion Tool: A browser extension or standalone app that automatically converts prices from USD to other currencies while browsing Etsy.
  • Seller Verification System: A more robust seller verification system to identify and prevent fraudulent sellers from joining the platform.
  • Etsy Navigation Assistant: A browser extension or mobile app that helps users navigate Etsy more efficiently, with features like advanced search filters and personalized recommendations.

Trends and Observations

  • Positive Sentiment Skew: The vast majority of reviews are positive, indicating a generally satisfied user base.
  • Recurring Negative Themes: Despite the positive sentiment, specific issues like shipping costs and account suspensions consistently emerge as pain points.
  • Polarizing Content: The presence of controversial content (e.g., spells, political views) creates a divide among users, potentially alienating a segment of the audience.
  • Language Preferences: The request for AED currency support suggests a growing user base in Arab-speaking countries.

Conclusion

The Etsy app offers a valuable service by connecting buyers with unique and handmade items. However, negative experiences related to account suspensions, shipping costs, order problems, and usability issues significantly impact the user experience. Addressing these pain points, especially those related to trust and transparency, is crucial for retaining users and fostering continued growth. While the presence of controversial content is a complex issue, Etsy should consider developing a clear content policy to address potentially harmful or offensive material. Overall, by prioritizing the recommendations outlined above, Etsy can further enhance its app and solidify its position as a leading marketplace for unique and handmade goods.

Original App Link

https://play.google.com/work/apps/details?id=com.etsy.android