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: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.
  
  

• 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