A publicly traded business with millions in turnover and a customer support for sellers that to define shameful, catastrophic and outrageous, is not enough to describe the lowest level at which it is. Team leaders and a Head of Customer Service who should be hiding. I have been trying to get an answer for 4 months, 4 months and in the meantime I work at my shop in total uncertainty. The cases are managed by different agents, a practice that already 15 years ago was branded as detrimental to the quality of the service. Every time a new agent jump into the case, they rarely read what the previous agent said, on top of this they provide partial answers on a rush and do not read carefully the original message, in this way they do faster and are able to fall within the company's key performance indicators, all at the expense of the quality of service for which CEO Josh Silverman should be hiding in a hole. In the meantime, with lousy support, the company introduces the Star Seller program (when a Star Customer Support Program?), A program that evaluates the quality of Etsy's sellers based on key performance indicators, some of which are not measurable and questionable, penalizing sellers who don't respond to customer messages within 24 hours, but forgetting that the world is divided into time zones and that customers don't necessarily write when the seller is awake.