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:06/12/2022

  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 am being charged on my credit card $9/month. I do not nor never have had an account with shopify. There is no option for me to contact any customer service and I want these charges to stop.

  Business Response

  Date: 10/12/2022

  Hi *****,
  
  My name is ******** and I am an Operations Lead 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 ************************, with further information regarding your concerns. Please keep an eye out for that email. 
  
  Kindest regards,
  
  ********
  Shopify Operations Lead

• Initial Complaint

  Date:06/12/2022

  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.

  Hi, i opened up a Shopify account for e-commerce and was in the process of hiring someone from Shopify experts to add all of my items to my shop. In the process, I had a customer want to purchase a couple items. They were decent chunks of change . Totaling around $7,000 . One of the customers advised I possibly run the charge through manually because he was not receiving my invoices I was sending . So I did that. Couple days went by and I was supposed to be paid out on the 18th of November. So once i received that notification I went ahead and shipped my items on the 17th because I figured since I’ve gotten a for sure date I’ll get paid. Well, about 6 hours prior of them paying me, I get an email saying my account is terminated. The risk team says because of high risk items , well why weren’t the items high risk until a balance was accrued in the account. They knew the items i was selling. They are trying to hold my money until march of 2023 when the buyers already received my items and he has not been responding so I feel like he is going to scam me on the buyers side by basically filing a chargeback with his bank and also keeping my items because Shopify surely isn’t going to make the persons return the items. I want my balance paid to me like it was suppose to before you guys wrongfully terminated my account.

  Business Response

  Date: 07/12/2022

  Hello ****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear your Shopify Journey has not been as smooth as we would have hoped. 
  

  Security is paramount at Shopify and with the public nature of the *** and the sensitive details of your account that we will be discussing, I have sent you an email to the address on file. You can respond directly to the email and we can work on the issue further. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:05/12/2022

  Type:Sales and Advertising 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.

  I signed up with the shopHERE program and they helped me build a website with shopify. At the end of October/beginning of November, I had to choose a plan to pay for with Shopify. When I was given the opportunity to choose my subscription plan, I was offered a fifty percent off for a year deal and I chose to accept it. I have a three month free trial and the website informed me I would be charged the price with the fifty percent deal at the end of my three month trial in January. I ended up getting the money to pay for the year and noticed the price I had to pay was different. It's no longer giving me the fifty percent off. I tried to ask them to fix this, they are unwilling and I feel like I've been ******* in a bait and switch situation. What should be 200 dollars is now 400 and I will likely have to close my website as this was how I was getting my start. The customer service was kind and agreed my feelings are justified, but they are unwilling to honour the promised price.

  Business Response

  Date: 08/12/2022

  Hi *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that your sign up journey was not quite what you expected. 
  

  The shopHERE program offers new businesses significant savings with a 90 day free trial and access to developers and designers to get a store online fast. Due to the public nature of the *** and the account specific details we need to discuss I have sent you a separate email to the address on file. Please respond to that email and I will work with you directly on a resolution.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 12/12/2022

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18528464, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ** *****

• Initial Complaint

  Date:05/12/2022

  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 have had a business on Shopify until I had found out that my business was breach by someone who was helping build the new web site on Shopify. After this happen I had reported it to Shopify and they made the decision to close my account which I understood. However, I wanted MY STORE back open in order to get my products and my files out of it then to close it down permanently. I have contacted customer service (which is the only way to contact anyone for support) at least 50 times and they had requested information which would confirm my identity. I have done this step at least 9 times, they should have been able to verify it the first time. However, I have been doing nothing but running around with them. I have not gotten any response with the ton of emails I have sent them. All I want is for them to open my store so i can get my product svc files which is my product. I have not had any contact at all since November 17th 2022. This is my business and I have had to open up another Ecommerce store this is how I make a living and I need this to complete my new store. They have no right to keep my product from me.
  my store on shopify is: ****** **** *** ****

  Business Response

  Date: 06/12/2022

  Hello ******

  
  My name is ******, a Support Lead at Shopify. 

  
  I appreciate you reaching out, and recognize the frustration you’ve had with this situation. Due to the public nature of these complaints, I will send a followup email to the address you’ve indicated in your contact information. That way, we can go into further details about your issue. I am happy to look further into this for you. Please keep an eye out for that email from me, and thank you again for your time and feedback. 
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 07/12/2022

   
  
  Complaint: *******
  
  
  
  I am rejecting this response because: They contacted me briefly for some additional information and no-one has gotten back to me. I have been waiting months for any type of response and have not received anything. As time keeps going I am losing money everyday.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/12/2022

  Hi ******

  I appreciate your patience as we continue to try and resolve this issue with you. We did share correspondence today, and I will continue to be available to work towards a resolution. I recognize that this process has been difficult and frustrating, but we do have these policies in place to safeguard merchant privacy and security. In our email correspondence, I was able to outline for you the best next steps to resolve this issue, and I look forward to continuing to work together. 

  Sincerely,

  ******

  Shopify Support

• Initial Complaint

  Date:05/12/2022

  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.

  Hello,
  
  I have created an online store on Shopify on 07/27/2022, I have send them all the required documents for verification, after that I received an order on my store, I shipped the item to buyer and I have tracking number and proof of delivery also.
  
  on 08/12/2022 I received an email from Shopify saying that my store has been closed without any prior warning.
  Once the buyer realized that my store is closed, he open a chargeback to refund the money (Because he did not receive his product at that time, and he was afraid that he would be defrauded). This is all because of the Shopify platform, because it closed my account without any reason.
  This is causing me problems with my clients.
  
  I contacted them, to inquire about why my account was closed and also to provide them with the tracking number for the product. But the response was as follows:
  
  "We are unable to assist."
  
  I want a solution for this problem, because I don't want to lose all my money.
  
  Ticket ID is ********  Cordially,

  Business Response

  Date: 11/12/2022

  Hi, *****
  
  This is ****** *and I am a Support Lead here at Shopify.
  
  I appreciate you reaching out, and recognize this is a frustrating situation. Due to the public nature of BBB complaints, I cannot get into account-specific details here. We consider merchant privacy to be of the utmost importance, and can only discuss account details with verified store staff.
  That said, I will send a followup email to the address you’ve indicated in your contact information with instructions on how to authenticate, so we can look deeper into your account issue and discuss our findings with you.
  
  Best,
  ****** * * ******* **** * ******** ****************************************************** 
  
  

• Initial Complaint

  Date:30/11/2022

  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.

  Hello and thank you *** you are a Godsent
  
  I have been with Shopify for year and have paid my store three years in advance in US funds.
  I get close to five hundred views a month.
  The problem is that no one reaches me.
  I have complained to Shopify countless times, and they do nothing, and tell me my
  email address to the store functions fine. **********************
  I can see when people are pressing my contact button, but I never get their messages.
  I even email myself with this above email to my own address and its mailer returned all the time.
  Which proves that I am paying for this site, and no one contacts me because the email address is not functioning. I have told Shopify till I am blue in the face all the mean while they fill their pockets with American money when their original office is in Ottawa.
  Can you please help me get some justice out of my hard-earned money. This has gone on for years now.
  Try it use my email in your email provider and see it will say wrong email.
  What is the point of being in business if the address is messed up.
  
  Thank you.

  Business Response

  Date: 05/12/2022

  Hellp *****,
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear you are having difficulty with your emails. 
  These types of issues can have a few different causes. The first one being a Spam / Junk folder issue. When emails are forwarded as they are in this case it is likely they are pushed into the Spam folder by your email provider. 
  

  To troubleshoot them properly and thoroughly will take up more space than the *** word count will allow. I have gone ahead and sent you an email to your email address on file. You can reply to me directly through that email and I can help you further. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/12/2022

  
  
  Complaint: 18486934
  
  
  
  I am rejecting this response because: Hello *** and thank you.  Shopify has employees and whatever else that likes to shoot off answers while in the comfort of their chair. Never do they ask the right questions to get to a matter. This is the problem and more seriously a service failure for a paying customer who has been inquiring and seeking answers for years now costing me countless customers in the process who have been trying to reach me. I had a friend go to my site and use the email and I never did receive her email.

  Lazy Shopify associates continue to say it's in your spam folder which the messages are not. 

  Did the lazy shoplifty associate try to send an email to **********************. I looked in my spam and I have one customer message which seems to be computer generated a bot possibly. 1 just one message and non from *****.

  I use this email to connect with customers and to this day have not received one legitimate contact after thousands of visits to my business. 

  When I use ********************** the email gets returned to me as mailer ****** and this has gone on for years without this company that gladly takes my money but never Never addressed this grave issue. I have asked this company to return monies to me as compensation and they ignored my request all the while constantly giving me the run around with cheap easy answers never solving my problem that I have paid for to have as a service.

  The ********************** cannot be used in a email like msn or Gmail. When I do a test in my Gmail Brower to [email protected] I do not see the sent test in my spam or regular mail section. Never did this company fix this problem, nor did they sincerely follow up with answers and fix the problem as serious as it is. Someone could have called me, and trouble shoot this easy fix. The problem is that this company has to many wanna be's who don't know what they are doing or saying- they wing it and shuffle people's issues and get one off the phone with long winded template instructional emails that don't work.

  For this I want the problem address and a monetary compensation for service failure for all these years.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 07/12/2022

  Hello *****, 
  I

  have sent you a follow up email with further troubleshooting steps to help us get this issue solved for you. Please let me know by responding to that email the outcome of this further troubleshooting. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/12/2022

  
  
  Complaint: 18486934
  
  
  
  I am rejecting this response because: iHello *** and Shopify I have waited for years for my business to take off and this is just now being taken seriously, the repercussions are beyond damaging. Please prepare a package for me in dollars for damage. Remember that for years I am crying for help  and still the problem is not resolved yet. This company does not care about its clients but has created an eco system on the backs of it customers. Now pay up for service failure.

  The last email with the email forwarding seems to get through but slowly out of msn I am still awaiting the test emails from Gmail out.n
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:29/11/2022

  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.

  Unwanted consent trick to data mine our shopping
  
  I want a full opt out
  
  Not interested unless upur paying me
  
  U take a % of sale as third party . I purchase from Merchant only not interested in this trick
  
  Please make a. Opt-out so we can honor merchants otherwise
  
  no sale if I see Shop pay or shopify
  
  No sale no more purchases
  
  And also opt for the refund of fees I did not consent to from Merchant under my consent of purchase.
  
  No thank u
  No sale

  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: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:22/11/2022

  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 have just been told after being assured by a number of representatives from Shopify payments whom all stated and I have the emails to prove it that my payouts account was fine and I'd be receiving an email shortly that the hold was removed , instead I got an email that says I will be losing access to over 39,000 dollars In fund for an additional 112 days which ends up being March 23rd or so with no explanation and they are legit verified monies I find this unacceptable and from this forum all the way to google reviews and consumer reports I'm going to let everyone know that the monster that is Shopify are not as simple and merchant friendly as we think the agents have no problem flat out lying to you even in email and then you will be told something different

  Business Response

  Date: 24/11/2022

  Hello ***,

  
  My name is ******, a Support Lead at Shopify. 

  
  I appreciate you reaching out to us. Due to the public nature of *** complaints, I will follow up with you via email privately to discuss your account status. By this time, our Shopify Payments team will have already reached out to you as well, with further information with regards to your case. Please keep an eye out for our followup email. Thank you for your time and feedback, and we look forward to continuing to work together. 

  
  Thank you,
  ******
  Shopify Support
  

  
  

• Initial Complaint

  Date:22/11/2022

  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.

  So on 11/12/22 I received an email from Shopify legal department telling me to remove items that they believe were trademarked. I immediately removed those items and responded right back to their email stating this, they then got back to me a day later stating I now I need to remove another set of items that they believe to be trademarked. I am mediately found those items and remove them and responded back to the email. Two days go by without hearing back from the legal department and now my website is shut down. I emailed the legal department back after finding out that my website was shut down no one got back to me for two days again stating I now have other items that they believe are trademarked I removed those items which were actually licensed and I am allowed to sell them but I removed them anyways just so that my website would be back up. I let them know this and it is now been three days with my website shut down so I’m not getting any business losing lots of money. Now it is hey Friday and I know that their legal department will not get back to me over the weekend because they could care less about my business so now Monday I email the legal department still hearing nothing back from them I contacted support and all support can tell me is that they can’t handle this issue the legal department needs to and that someone will reach out to me. Well two more days go by and still nothing from the legal department it has been a daily chore of mine of contacting the legal department and Shopify support on a daily basis with no help at all and still no response from the legal department. Now it has been a week 11/22/22 with still no response and Black Friday is in two days. I am losing so much business yet they are still having me pay for their services which they have not provided.

  Business Response

  Date: 23/11/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can certainly feel the level of your frustration trying to get your store back up and running, especially at such a busy time. 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