Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir or Madam,
  
  I am running an ecommerce business called 'Skinnify' (www.skinnify.de). We sell innovative fitness products to customers in Germany, e.g. leggings with built-in resistance bands that help customers to lose weight. Our online shop runs on Shopify with the ID '******************************'.
  
  When I started my work on Tuesday, the 25th October 2022, I realised that Shopify made our entire online shop disappear over night. The website cannot be opened by our customers anymore. Besides, we cannot access the backend anymore and we lost all customer data. The entire business pretty much disappeared over night and there is nothing left.
  
  So far, we have not even been notified by Shopify that they closed our store nor why they did it. Our store just disappeared. That´s it.
  
  This situation causes a tremendous challenge for our business. I can understand that Shopify would like to prevent fraud on their platform and might take down stores from time to time. However, our business is 100% legit and I can prove that:
  
  1. We had a high-quality product that satisfies 95%+ of our customers. If customers were dissatisfied, we refunded their entire money without asking questions and even paid for the return fees. You do find a single negative review about our business online.
  2. We shipped out all orders within 1 business day and uploaded valid tracking numbers on Shopify. Shopify can check each tracking number and convince themself that we actually shipped our orders.
  3. All the claims on our website are 100% true and not made up.
  4. The business details that we used to sign up are correct.
  
  Therefore, I would like to ask Shopify to reconsider their decision to close our online shop. If Shopify needs any documents that support the legitimacy of our business, I am more than happy to provide them. Feel free to contact me at ********************************* **** ******** ********* ********

  Business Response

  Date: 05/11/2022

  Hi *********: 
  
  My name is ****** - I am an Operations Lead with Shopify. 
  
  I regret to hear your store was closed without notice. Due to the public nature of the ***, I am unable to discuss account specific details, so I have reached out to you via email. Please respond to me there to discuss this further. 
  
  Warmest regards, 
  
  ****** ** 
  
  Shopify Operations Lead

• Initial Complaint

  Date:25/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ask for a service two weeks ago and still have not received it ! I would like my money back. I was told I would revive it on two different occasions and still have nothing

  Business Response

  Date: 25/10/2022

  Hi *******,
  
  My name is ****** and I’m a Support Lead here at Shopify.

  
  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 

  
  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.

  
  Warm regards, 

  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:25/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is absolutly ridiculous. So I started a new store got my merchandise, started marketing myself and got my first sale. Shortly after that, I got an email my store was being closed and that the buyer was disputing the charges. So the bank sent me a response form, I responded and then I won the dispute. So they had to return the money to me, that they had already taken. And they said it would be paid out to me by the next pay period. I had it set to pay daily so I waited like a week. Then still hadn't recieved anything on my Shopify card, so I contacted support. The first agent I spoke with told me it'd be 24 hours before I recieved my payout. So I waited 1 day and still wasn't on there. So I have contacted support at least 2 times a week for the past 5 weeks! And still haven't recieved nothing.... They keep telling me they had to escalate this to specialists and wait for an email from them and still haven't heard nothing, haven't recieved nothing. I have complained and asked to talk to the specialist they can't forward my call to them! I think I am getting ripped off. I am getting more and more irritated the more I think about it...

  Business Response

  Date: 27/10/2022

  Hi ****,
  

  My name is ***** and I’m a Support Lead here at Shopify.
  

  Thank you for taking the time to lodge this complaint with the ***. I’m sorry we were not able to resolve your issues within our normal Support channels and I will look into how we can improve for future conversations. 
  

  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  

  Warm regards, 
  

  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:24/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Department,
  My name is ******* ****** and I want to address how Shopify is taking money out of my account without due process for a fraudulent charge back from two ******** despite me showing them evidence of those ******** trying to use multiple credit cards against my Shopify store. Plus, their salesman **** was an terrible at helping me. I want my money and to close my store through them. It's a waste of money when they don't respect store owners.

  Business Response

  Date: 27/10/2022

  Hi *******,
  

  My name is ***** and I’m a Support Lead here at Shopify.
  

  I’m sorry we were not able to resolve your issues within our normal Support channels. Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  

  Warm regards, 
  

  ***** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 28/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: ***** didn't get back in touch with me after I email him. This company shouldn't be allowing ******** to do chargebacks for no reason. Then when I try to explain myself...they decided to just to take the chargeback out of my money. Most companies don't allow ******** to do chargebacks, demand store owners to give up evidence, and demand the store owners to pay them even after presenting evidence. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 30/10/2022

  Hi *******, 
  

  My apologies for the delayed reply. I was out of office for a couple of days and also the timezone differences will mean there is a slight gap between responses. Please check your email to make sure that you have received my latest email. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 31/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:23/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a domain through shopify. I have been waiting on the verification email for the domain. I have contacted multiple agents via chat. All of them have told me that they would get back with me via email. I have my business name registered that matches the domain that I bought. There is definitely something wrong on their end on why I am not receiving this verification email. They have tried everything under the sun according to the support agents on the chat. I need this verification email so that I can continue with my business and not lose all the time and effort I have already put forth into my buisiness. The support personnel seem like they are very limited on what they can accomplish. I need whoever to talk to whoever so that I can have this issue resolved.

  Business Response

  Date: 23/10/2022

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. This does indeed sound like a very unsettling situation as we all want our domains to be connected and running as quickly as possible.  I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  

• Initial Complaint

  Date:14/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Shopify store was placed on hold Sep 8th. I had a customer place and order that day totaling $260. The item was shipped out that day Roth tracking info updated on website. I never received my money to my account. I have called a number of times with no real eta on when funds will be disbursed.
  It’s been over a month now and I have still yet to hear back from anyone! I am completely in shock this is how Shopify treats their business owners. Waiting over 30 days for My money is insane. This is my only source of income and an almost $300 payment going missing is completely unacceptable!! I want my money now! And I will use my platform of 60k followers to let everyone know to not Use Shopify! This has been the worst experience ever.

  Business Response

  Date: 15/10/2022

  Hello *****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I’m sorry you weren’t able to have your issue resolved via our normal support processes. I can certainly appreciate how frustrating a situation such as this can be and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint ******************** with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:13/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has no way of contacting them. Even the phone number listed on this *** account doesn’t work. No email address. NOTHING. I have been getting billed constantly for something I have been trying to cancel for months. They make it virtually impossible to deactivate your account.
  Saying my password is incorrect. I have reset my password 3 different times and still when I click deactivate and enter the password it claims “wrong password” or “maximum number of attempts.”
  
  Shopify’s business model is:make it sound easy, get them on a subscription, make it so hard to cancel no one will. Collect money.
  
  It should be mandatory for a company of this size to have a customer service number or at the bare minimum an email that is clearly visible and easy to find on their site. (If there is one currently I cannot find it.)
  
  I would like reimbursed and my account cancelled immediately!
  
  If this doesn’t get me anywhere my next stop is the attorney general and the FTC.

  Business Response

  Date: 14/10/2022

  Hi ******,

  
  I’m ****, a Support Lead here at Shopify.

  
  Thank you for taking the time to lodge this complaint with ***. I’m sorry you’ve had trouble accessing our regular Support channels. 

  
  Due to the public nature of the *** I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  

  Warm regards,
  

  **** **
  Shopify Support Lead

• Initial Complaint

  Date:03/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use the Shopify as an e-commerce platform, and in this specific instance, I used Shopify to purchase shipping labels. I have customers who pre-order product that will then be produced by the maker of the product. The maker receives the shipping labels from us, creates the product and then fulfills and ships the pieces to the customers. It's come to our attention that this maker fraudulently accepted funds from us without any intention of fulfilling these pre-orders.
  We notified Shopify as soon as this event occurred to work with them directly to ensure our account was in good standing and because we needed their help to void and refund the shipping labels we had already processed through their shipping tool. We could not (through the Shopify system) initiate the void and refund of these labels due to an engineering feature on the site (with this feature, users can only void labels within 30 days). Shopify informed us that they would not be refunding us for the shipping labels despite the unique circumstances and our ability to prove that the labels were never accepted by the shipping carrier and will never be fulfilled. Through conversation with Shopify support agent, Abe, we were told the only reason why was because that was how the feature was engineered. From our perspective, we pay a hefty subscription fee to use Shopify on top of the label cost and have been very good partners to them. We believe it is a violation for Shopify to keep our money for the shipping labels that we paid for that can no longer be used due to circumstances beyond our control. It is further incredulous that Shopify's excuse to this withholding this refunds is because of a mere website feature. We purchased a shipping product from Shopify that can never be used and has never been used and we are entitled to a full refund. Despite us attempting to escalate the situation multiple times, Shopify has been stonewalling us and we have yet to speak to anyone on a managerial level.

  Business Response

  Date: 04/10/2022

  Hello *****
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I’m sorry to hear you were not able to get a resolution to your issue via our normal support channels. I’m sure this has been a very frustrating exercise for you. I shall be reviewing your store and all interactions regarding this issue to determine what has occurred. 
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint ********************* with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

• Initial Complaint

  Date:03/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify continues to charge for a store that has been closed for months and does not even have a domain. There is no number to call for customer service and once you chat with a "representative" they promise to refund your money back and stop the monthly charges which is a lie. Upon researching online this seems to be a common issue with shopify ******** their customers.

  Business Response

  Date: 03/10/2022

  Hi *****,
  
  My name is ******** and I’m a Support Lead here at Shopify.
  
  Thank you for taking the time to lodge this review with ***. I’m sorry we were not able to resolve your issues within our normal Support channels, and I will look into how we can improve for future conversations. 
  
  Due to the public nature of the ***, I am unable to discuss account specific details here. I will email you directly to the address you have provided on this review so we can discuss this in more detail.
  
  Warm regards,
  
  ******** | Shopify Support Lead 
  

• Initial Complaint

  Date:23/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m done. A person can only take so much. I’m not going to waste time or characters that I don’t even have explaining what I have explained for a year. I was completely done until I discovered I can fill out a complaint on *** but after this I am DONE. My spirit is obliterated. Shopify has robbed me of every single ounce of dignity I had. I have done something I am not very proud of, but that I am not ashamed of neither. I have made the mistake of explaining the issues I was having with their site & the people they allowed to steal my money while also going into detail about my personal life & how they, Shopify & their associates ruined my life, why what they’re doing to me is bad, why it is affecting me, & what I’ve been through my whole life to not deserve being manipulated and psychologically abused by them. They responded by indifferently & nonchalantly spiting, shaming, & ignoring me. I don’t know if this will even do any good. This summary of what they’ve done to me doesn’t do any justice. I have over 100 messages back and forth with them filled with issues they never solved. They also show them leading me on for almost a year. The Shopify “Experts” they allow to list their services on their site stole $1,000 of my hard earned money without completing the job. All shopify told me in not so many words is that the money is theirs to keep. They won’t even let me leave a review. I’ve even emailed Shopify’s CEO twice & he didn’t even have the decency, dignity, or integrity to respond. 1 year, 100+ messages, $1,000 + dollars, & missing dignity later the issues were never resolved. Just pointless “support” tickets later from Shopify that gets answered every two days by a different person who doesn’t know what they’re talking about or what is going on no matter how many half hours or hours you sit there typing the issue out you need the resolution for. They conveniently (for them) just answer saying anything. To some it up suicide is the answer. It is my only choice.

  Business Response

  Date: 24/09/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  I'm concerned to read in your complaint that you mentioned suicide is the answer and that you have no other choice. I honestly believe you do. Please make sure you reach out to crisis support services near you by going to this website:https://dmh.lacounty.gov/get-help-now. Let them show you the choices you do have. 
  
  In regards to the complaint itself I’m really sorry you haven’t been able to get the support you needed from Shopify and you’ve had to resort to this complaint to get heard. I will be thoroughly investigating every aspect of your store and your interactions with us to see where we have let you down.  
  
  Due to the public nature of the *** I am unable to discuss account specific details. I shall email you at the email provided on this complaint ********************** with some questions to authenticate yourself and the store and once this is answered I’ll be able to investigate. 
  
  Please take care.
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 26/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: they are still playing games. I was not given my refund. He cares more about suicide than my money. They had a whole year to sort this out.
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 27/09/2022

  Hello ******, 
  
  I’m not quite sure how to respond to your last message. Of course I’m going to care more about you speaking of suicide then I am about your refund. Everything is secondary to your health. 
  
  Regarding a refund I did reach out to you via email to ask for your store name to begin my investigation however you never responded. I’m not able to review what has happened if you don’t provide me with the store name. 
  
  Please reply to the email I sent so I can look into everything you’ve been through with Shopify. 
  
  Kindest Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 28/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  ********** ********
  
  I am rejecting this response because: I’m tired of being gaslighted. This man knows dang well Shopify is in the wrong but for a year I have been asked to type paragraphs long emails and messages to them wasting minutes and hours of my time just for them to do nothing at all. Stop this madness now ! this is cruel, inconsiderate, sociopathic, and evil. I am mentally tired. I am drained. I am done. Stop this assault on me. This is not cute. This is not funny. People at Shopify have been “looking” into the same issues for a year and done nothing, you won’t neither. You are no different. Just give me my money back ($1000) so I can move on with my freaking life. This is exhausting. They claim to look at an issue, or you ask them a question that they dodge completely. Im tired of dealing with incompetent, ignorant, arrogant, sociopathic people. What is giving my information going to do that it hasn’t already done, which is completely nothing? I gave my information a million of times and verified my account a million times. Nothing came out of that. So here I am. 
  
  Sincerely,
  
  ****** ******
  
  
  
  Sincerely,
  
  
  
  ****** ******