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:19/10/2022

  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.

  July 15th Trans 14440
  Customer made a large purchase IN PERSON and was immediately text a receipt, which you can see through the shopify documentation at the point of sale. She called a week later saying she never received her receipt. Two additional text were sent on the 26th and 29th of the receipt. She then said it was not itemized and wanted the pieces with each price so I took screenshots of her receipt and text it to her through my personal mobile.
  
  She sees she purchased a pair of ****** earrings for $2650. She claims that the sales associate only said they were $600. We know this would be impossible as each ****** piece is tagged with its unique ticket and price. I explained that we do not give refunds, only store credit, but I would check with the store owner to see if we could make an exception.
  
  She then called again a few days later claiming that there are two pairs of sunglasses on her receipt but she only has one pair. I checked all sales and inventory and she is the only one who purchased and our stock is correct.
  
  After speaking with the sales associate, who not only said he expressed the correct price of the earrings (possible she didn't hear him) but he told her the total at the end and showed her the total on the ipad before charging which came to over $7k. He also said the glasses she claimed she did not purchase were indeed on hold with her friend who had left in a hurry and did not purchase them. So she face timed said friend and purchased them for her.
  
  The texts attached are all follow up to these conversations where we clearly agreed to make an exception for her, but she simply will not return our merchandise.
  
  I went through shopify to contest the chargeback and they said they cant do anything and a this poin the item is stolen and Ive been calling an emailing for months.

  Business Response

  Date: 22/10/2022

  Hello ******, 
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can fully appreciate how frustrating a situation such as this can be. As a merchant myself I’ve had to deal with unscrupulous customers who lodge false chargebacks and it’s not pleasant at all.
   
  It is important to note that chargebacks are a reality, and there will always be a chargeback risk associated with selling online on any platform. While Shopify can definitely assist with helping you reduce the risk of these disputes - we do not have the power to prevent every single case.
  
  Ultimately the decision process lies entirely with the bank. Our role in Chargebacks is entirely transactional, in that we relay information between parties involved. We have as much sway on the decision as a merchant does.
  The only course after a chargeback is lost is to speak with the customer who initiated the dispute or you could try reaching out to your bank to see if they could assist. 
  
  If the customer insists on keeping the items connected to the chargeback I would recommend seeking legal advice. 
  
  Kind 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,
  
  
  
  ****** ******

• Initial Complaint

  Date:21/09/2022

  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.

  My Shopify account was made inactive. It has been inactive for 3 days now, with bi communication from Shopify. How do you make my website inactive and then not even communicate about the issue. I have reached out several times, they keep saying I have to wait for an email. Still no email. I can’t see my last customers orders, can’t get my product list to transfer to another host or anything. This is poor business as far as communicating goes. I want my domains and product list released ASAP! As well as info to ship my last orders!

  Business Response

  Date: 24/09/2022

  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: 26/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  My issue have yet to be resolved. I sent my store name over and still no help.
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 27/09/2022

  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 ********** for my most recent response. 

  Warm regards, 

  ****** | Shopify Support Lead
  

  
  

  Customer Answer

  Date: 11/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  Shopify has held over $1,500 of our incoming sales and refuses to deposit. Shopify customer service continues to play dumb and blame other departments within Shopify for the hijacking of our funds and day after day they brush me off. I want my money that is being held now! They have also charged me with a bill of $1919.88 from a app that was just downloaded less than 14 days ago. I want my funds released and that $2000 bill for a app that I have only had 14 days removed.

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

  Business Response

  Date: 12/10/2022

  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 ********** for my most recent response. Alternatively, I see that you have been communicating with my colleague, *** ** ****** ********. Please feel free to check your email thread with him for the most recent response. 

  
  Warm regards, 
  ****** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:20/09/2022

  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.

  Shopify has been holding my PAYOUTS I’m so upset because it has been my hard earning working money invested in my small business and they decide to play a hold with out telling me why they just did it out the no where I am a single mom who works hard and has a small business. To run it’s so obnoxious that they are doing this after paying out of pocket fees and tabs all they did was lie about releasing my funds after I paid a certain amount how is that possible and Elias the rep who was suppose to help me all he has done is no reply or stated he won’t release anything to me after 120 day why 120 day I have orders to fulfill it is ridiculous. All they have done is giving me anxiety stress and headaches

  Business Response

  Date: 24/09/2022

  Hello *********,
  
  My name is ****** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. From the description in your complaint it sounds like a reserve has been placed on your payout which normally comes at the request of our banking partners. Let me take some to review what has occurred so we can work out next steps. 
  
  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 your store and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  ****** - Shopify Support Lead
  
  

• Initial Complaint

  Date:19/09/2022

  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 a business account with Shopify which I close in May of 2022. I’m currently being charged 9.00 each month for this closed account as of today I email customer service support I was told it was being resolved but instead of resolving the problem I continue to get the run around from this company it has been over a month now. I’m extremely disappointed in Shopify now Shopify won’t even response back to my email to fix the problem . As a business owner I never received such unprofessional service from a reputable company. I will like a refund and my account stop being charge.

  Business Response

  Date: 19/09/2022

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can understand how frustrating a situation such as this can be and I shall be reviewing those charges 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:19/09/2022

  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 purchased a website via Web something with a 14 trial that company messed up everything I filed a complaint and everything was ignored I am now on Shopify lost paying for ************* ** ************* ** ************* 
  I am so lost *********************** ************************** *************************** *******************  
  I need this company to either refund me as they are not doing anything for me I have reached out several times and they helped half way but I am lost the site has to google analytics and there are not helping me promote the site in any way shape or form as I was told they would

  Business Response

  Date: 21/09/2022

  Hello ****,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. It does indeed sound like a very confusing situation however I’m sure we can get to the bottom of it and come up with a plan to resolve your issues.  
  
  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