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:29/11/2022

  Type:Billing 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 cannot use my shopify store, they will not call, shut my business down for no reason, not making deposits to my bank after receiving payment from my customers. They need to open my store up so I can take care of my customers. If not, then I will be forced to use another company.

  Business Response

  Date: 29/11/2022

  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:21/11/2022

  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 had an outstanding balance on my account and I received a notice that my store would be frozen on 11/22/22. But Shopify froze my store on 11/21/22. A day early.
  
  I tried to pay the balance, but needed to use 2 different debit cards. But the rep said that shopify couldn't process a split payment and that my store would continue to remain frozen.
  
  I have been with shopify since 2013 and I have a hard time believing a $44B company cannot do split payments. Or extend a long time customer the courtesty of unfreezing my store for 1 day so I can pay with one debit card vs. two.
  
  I can't believe your systems are so rigid that customer service reps are totally helpless, or maybe I just got a really bad rep.
  
  With my store frozen I am losing money and risk reputational risk if new and existing customers can't access our site.
  ** ****** ****** ** *********
   
  I think at a minimum, as a 9 year customer, reimbusement for sales lost while my site was frozen would be a decent gesture. When I joined Shopify the staff was helpful and could problem solve. This is not the same Shopify I signed up with. I feel like a number and faceless customer and not a valued partner.

  Business Response

  Date: 23/11/2022

  Hi ******, 
  

  I am *****, a Support Lead here with Shopify.
  

  I am sorry to hear that your support experience has not been as smooth as you would have liked. Security is paramount at Shopify and with the public nature of the *** and the sensitive details we will be discussing about your account I have sent you a separate email to the account owner details we have on file which you can reply directly to. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:21/11/2022

  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.

  On May 17, 2022, a customer purchased product for $120.39 from my store on the Shopify platform. On May 19, $116.60 was credited to my bank account.
  The customer placed a claim that she had not received her product on June 13 and her credit card was credited $120.39. On June 16 $135.39 was debited from my account by Shopify.
  The customer reversed the chargeback within 24 hours of filing the claim with her bank and the $120.39 was debited for a second time from her account.
  
  I have not received the $135.39 from Shopify despite providing proof of delivery, emails from the customer and a letter from my bank.
  Shopify’s ridiculous, ever-changing requirements and delays have continued and this morning I received an email from Shopify that my case was closed due to inactivity along with a message with a new list of requirements.

  Business Response

  Date: 21/11/2022

  Hi ****, 
  
  My name is ********, I am an Operations Lead here at Shopify. 
  
  Thank you for sending this through to us, I have taken a look into your open tickets with our support and will be supporting you through this request. I can see that you are looking for more clarity on a refund request you submitted to our team. Due to ***s being public in nature and the sensitive account information around this issue, I have sent you a private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******** | Shopify Operations Lead

  Customer Answer

  Date: 22/11/2022

  
  
  Complaint: 18444434
  
  
  
  I am rejecting this response because:

  I received an email from the business and was instructed to provide information by replying to the email. I did as instructed and my emailed response with attachments was rejected by Shopify.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 22/11/2022

  Hi ****, 
  
  Thank you for replying to my previous email. Due to ***s being public in nature and the sensitive account information around this issue, I have replied with all the sensitive details pertaining to your account through our support system in order for us to discuss next steps towards a resolution. 
  
  I look forward to hearing from you soon. 
  
  Kind regards,
  
  ******** | Shopify Operations Lead

  Customer Answer

  Date: 23/11/2022

  
  
  Complaint: 18444434
  
  
  
  I am rejecting this response because:

   

  The 2nd email that I received was simply a repeat of the first email.

  I am unsure if anyone is actually reading my emails and attachments.
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 24/11/2022

  Hi ****, 
  
  

  Thank you for getting back to us. This is ******** once again. 
  
  I sent out an email on November 22 with the ****** *** ********* Please advise if you have received this message. Due to ***s being public in nature and the sensitive account information around this issue, I cannot discuss further details on this email here, but I have sent you another private email through our support system in order for us to discuss a plan to resolve. 
  
  I look forward to hearing from you and moving forward with this request. 
  
  Sincerely, 
  
  ******** | Shopify Operations Lead

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: 18444434
  
  
  
  I am rejecting this response because:

  It has become apparent that Shopify has no intention of returning my $255.78 that they have been holding for months.

  In the age of computers the “merchant bank” knows exactly where the funds that they are withholding came from and that their ridiculous demands are impossible to meet.
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:18/11/2022

  Type:Delivery 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.

  On 11/14/2022, i received an order for $2,497. On the date of payout for this fulfilled order Shopify suddenly held my payout, and stated there was a standard review being conducted. I have reached out on 11/14/2022, 11/16/2022, and 11/18/2022. Each time I'm told this matter is being escalated and await an email. I still have not received any email, and now this is holding up my business. Each customer service rep says that my clients can still checkout. Why would I send customers here and provide service, so Shopify can hold my money. This is definitely detrimental to small businesses. I would like to receive my payout for services that I provided to clients.

  Business Response

  Date: 24/11/2022

  Hi *****,
  
  My name is ******** and I am an ********** **** here with Shopify. I appreciate your time and effort to reach out to us.
  I recognize your frustration and I am happy to assist you from now on. For privacy purposes, due to the public nature of *** complaints, I cannot go into detail pertaining to the specifics of this case here. I have sent an email to [email protected], with further information regarding your concerns. Please keep an eye out for that email. 
  
  Kindest regards,
  
  ********
  ******* ********** ****
  
  

• Initial Complaint

  Date:17/11/2022

  Type:Customer Service 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 was wrongfully charged $80.97 to my debit card by Shopify.
  
  On Nov. 9th, I contacted Shopify directly regarding a billing issue. I was wrongfully charged for an app that properly disconnected from my store. The result of that issue was; my bill was refunded two charges, one for $29.99, then $6.99. I was also offered a free month of service for all the hassle. On Nov 13, I was charged AGAIN, this time for $80.97. I did not approve of this charge at all. It happened at 3 AM! So I contacted Shopify today to resolve this, and they refused to return my funds to my account. They have a billing statement that does NOT match the one on my Shopify admin account, nor does it accurately display the apps I use (see attachment). Furthermore, I informed the rep Eric that I will no longer be doing business with Shopify and his only offer was to give me a credit for an account that will not exist next month. That bill is ********** and does not represent what I use. They illegally charged my card for services that I shouldn't have been charged for and are refusing to return the money to where they got it from. There is no concern about what affect them taking money that doesn't belong to them can do.
  
  I even broke my bill down for the representative to show that the charge was a weird fluke of some sort. If I was going to be charged for this month's cycle my actual bill should only consist of the following: ******** ******* ********* -$19.00
  ***** *** **** - $6.99
  ********* * **** **** ******* **** - $29.99
  Which is a total of $55.98 due for November.
  
  But if you look at the billing statement on my screen and what I was charged, the amount still isn't accurate. If I was being charged for November per what my screen show; the bill should have been $84.98 because they changed me for the apps above and $29.00 for Shopify which should have been free.
  
  Even if we look at what their team sees the charge doesn't make sense.
  
  See attachment for more.

  Business Response

  Date: 18/11/2022

  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 BBB. 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 BBB 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:15/11/2022

  Type:Customer Service 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 husband, **** ******, received promotional material from Shopify. He doesn't wish to receive an advertisement from Shopify. We tried to find a way to contact Shopify to inform them of this. There is no way to call them. No phone is listed on their website, so this is our only recourse. We would like them to remove permanently remove him from their mailing list.

  Business Response

  Date: 15/11/2022

  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:08/11/2022

  Type:Billing 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 joined the Shopify platform with plans of opening an online store. Around the time that I joined they were having a sale that would allow me to pay $1.09 a month for the first three months of having my store. I selected a plan that would cost around 19-20 dollars a month to keep the store running after the sale ended. Unfortunately I hadn’t put much time and attention into my online store because my plans changed. Around October I noticed a charge to my bank account that was for $31 that was taken from Shopify. I saw this and immediately went to close the store I had. In fact, I deleted the store completely. Today, 11/8/2022, I get the same charge of $31 dollars to my account, which caused an overdraft, once again from Shopify. Immediately I went to my account, the online store was restored, which was not my doing nor was I made aware that it had been restored. I immediately went to permanently delete my account with them. Once deleted I had to plan to dispute their charge on my account, that wasn’t supposed to happen again due to me deleting my store and not even having a domain for my website. Exactly 11 minutes later I received an email saying my account was restored. I was bewildered by this because I am the only person with access to this account. So tried to contact their sorry excuse for “support” to inquire about my account being restored without my consent??? There was a “wait time so I canceled the request. I went to permanently delete my account once again and once again I receive an email 44 minutes later saying my account was restored again. I am livid at this point because not only am I getting overcharged for something that I don’t use and tried to rid myself of, I’m being prevented from deleting my account altogether. This is a very predatory way to conduct a business and I hope they get shut down for their shady practices behind the scenes. I will be contacting my bank and I will seek legal action if it comes to that!

  Business Response

  Date: 09/11/2022

  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:03/11/2022

  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 have the same complaint as many others, "*****" The ad indicates free trial, you will be assessed full price if you do not cancel. I filed my cancel and thought I was cancelled. Each month since May I have been charged $102.00 and the last charge was October 23, 2022 after I had chat conversation with one of the agents in September whom confirmed there will be no more debits from my account. I have the entire conversation. I took pictures! Furthermore, I requested in September that conversation for confirmation purposes and proof of evidence that ***** ******* or any account associated with ***** ******* be removed and cancelled immediately. I indicated I do not want to be any part of Shopify and my proof shows where she indicated there will be no more debits. Just last week I requested refund $102.00 taken out in October. I am now requesting $700.00 returned to me. Seems to me the only choice I have is Legal! Perhaps, Class Action Lawsuit!
  
  In attempt to communicate with Shopify it is almost impossibe! The chat, they will tell you its no more debits and continue to debit. I have tried over and over and stop debiting my account. How can you debit someone account who does not have a site or any type of anything with Shopify. I do not have anything with Shopify, my account has been closed!
  
  My complaint is the company is not only taking my money illegally but imagine how many others are suffering and going through the same thing. Stop! We want our money refunded and do not want to be associated with Shopify in any manner.
  
  I am requesting my money be refunded. I never used the the services!
  
  ***** *******

  Business Response

  Date: 04/11/2022

  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:03/11/2022

  Type:Sales and Advertising 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 someone attempt to make a $20000 purchase on our site that was fraud. My payment gateway and processor both have denied the sale and are not charging fees for the transaction, but shopify is charging 2% or $400 for a transaction that never went through. Shopify is being very difficult and it is clearly an issue on their end. I have pictures and emails from my payment gateway to prove my case

  Business Response

  Date: 10/11/2022

  Hi ****,
  My name is **** and I am an Operations Lead here with Shopify. I recognise the reason for your frustration and I am here to guide you through the solution.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.
  Kindest Regards,
  **** - Operations Lead

• Initial Complaint

  Date:30/10/2022

  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.

  Ok, been with shopify over 2 years.
  They constantly have bugs with the system resulting in us retailers losing sales you have to bombard them with emails or they ignore you as cut down on technical staff now its share owners are involved.
  The last 2 weeks we have noticed very high abandoned cart issues and customers saying can't checkout on our store.
  Have tweeted to shopify as most do and they said I need contact support so I did 2 days ago and got ticker number, no one has replied.
  Now after reading other tweets from retailers same issue they state that shopify have rolled out a new checkout week or so ago not told any of us but on other posts shopify admit this yet when I ask that say no we don't know about this on there shopifysupport twitter, tonight i tweeted including others and still no reply from support even when I added email from yet another customer who can't checkout so ignore me.
  Then I got an attitude tweet from shopify support luckily I screen shotted it as now deleted it!
  What an absolute disgrace!!!

  Business Response

  Date: 30/10/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us for review. Reading through your issues I can certainly appreciate how unsettling this has been for you. 
  
  Due to the public nature of the *** I am unable to discuss account specific details however I can advise a colleague of mine called **** is already looking into your situation and has emailed you earlier today. Please check your emails and respond to this as soon as convenient to help us understand more about what you are experiencing. 
  
  Warm Regards
  
  *** - Shopify Support Lead