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:31/10/2022

  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.

  Paid for a disfuctional tap and click device for the shop to be able to offer my clients an easier way to checkout. Only to find out that this machine requies constant connection issues which will connect for like two minutes and then need to go through the entire process again from the beginning.
  It was bought in June 2020 because Shopify disabled the previous machine used for credit cards and had us or anyone who wanted this new machine would had to be paid for - so they firstly go ahead and say their own device isn't going to work and by the way the new one would be costing you more money and Lastly it might become a stain in you're life; since it would require constant reconnection. And what do i get from them Shopify is that i am told to go through the same actual steps that are on the website or via their customer service provided. Therefore, everything is regurgitated, no one really knows how to fix the situation, they are all just reading what it says on their screen to give me the same identic information that I able to find out myself. But the Matter of the fact is here that it's Shopify who is at fault who shoved this new machine in order to prosper on many small businesses as they need to upgrade to the new machine as the old one wouldn't work and is obsolete. Furthermore they don't have any supervisor to be able to talk to or ombudsman available to rectify the situation at hand. All they keep saying is the same thing again and again and again. As if they are still give years old and singing "it's the song that never ends, it goes on and on my friend". Looking to have this resolved ASAP as this is causing my small business to loose time, energy, credibility, and money.

  Business Response

  Date: 12/11/2022

  Hi ***, 
  
  My name is ****** - I am an Operations Lead with Shopify. 
  
  I am sorry to hear that the POS device is no longer functioning. Troubleshooting at the best of times can be somewhat tiresome, and having to do it repetitively is certainly is not ideal. 
  
  Due to the public nature of the ***, I will be reaching out to you directly via email. Please respond to me there to move this situation forward. 
  
  Warmest regards, 
  
  ****** *. 
  
  Shopify 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

• Initial Complaint

  Date:28/10/2022

  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.

  have shopify system and they have us locked our of our account. for 4 days. there is no one to speak with that can correct. they say we need authentication code, and, no one will assist us. this is where we process credit cards, and they control all that.

  Business Response

  Date: 29/10/2022

  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

  
  

  Customer Answer

  Date: 31/10/2022

  
  
  Complaint: 18330126
  
  
  
  I am rejecting this response because:  i have been shut out of my account for 1 week.  of course i have continued to been charged.   this is un-acceptable!   there should be another way to resolve, without my 65 hours of work on this.  this is ridiculous!   there should be an account manger for territories.    and also a simpler way of verifying information.  so non professional.  i would never recommend this company to anyone.  

   

  
  
  Sincerely,
  
  
  
  ****** ****** *****

  Business Response

  Date: 02/11/2022

  Hi ******,

  As we have been communicating with each other through email, I’d like us to continue discussing there due to the public nature of ***. Please check our email thread (33900108) for my most recent response. 

  Warm regards, 

  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:28/10/2022

  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.

  We have been trying to work with Shopify's Marketplace team for nearly a month regarding their Google channel app. They respond maybe once per day, are closed on weekends, and continue to provide misinformation and/or non-answers. This issue has affected all 42 of our stores and Shopify does not provide a higher level of customer service (i.e., speaking to a manager or the Marketplace team directly) to resolve. Not having our products show in this app has caused numerous issues for our business over the past month, and is expected to continue given that we are not getting the help needed over email, and this is the only channel available to us. We have called Shopify and have had an agent try to speak with the team in real-time, but they kept pushing off the issue. Today, they state they can only help over email. This lack of customer service and lack of acknowledgement regarding clear issues with their app has and continues to cause numerous problems. We are asking for an alternative method to getting all of our concerns addressed per ticket ********. Secondly, we are requesting the subscription and any other fees on all of our stores (those referenced in the ticket) are refunded as a result of being unable to manage and promote our products due to ongoing and reported issues with this app.

  Business Response

  Date: 29/10/2022

  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: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:21/10/2022

  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 was charged for a service that was supposed to be reimbursed for in credits to my bill. It never was. a total of $348.04

  Business Response

  Date: 27/10/2022

  Hi ****.
  My name is **** and I am an Operations Lead here with Shopify.  I appreciate your time to lodge this complaint with ***. I recognise the reason for your frustration and I am here to help you through this situation.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I will email you directly to the email address you have provided on this review so we can discuss this further.
  Warm regards, **** | Operations Lead.