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:06/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  When I signed up for a Shopify store to sell my original designs, I was told to add money for incidentals that might occur. When I decided to close my store, Shopify did not return the money I had uploaded. So, $117.97 is sitting in their bank and they refuse to transfer the money to my bank. Support stated a special "team" would contact me to assist in getting a refund. This "team" never contacted me.Shopify has no phone number and their support staff does not have any power to transfer funds.

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Seller selling educational product on Shopify that guides us to do illegal activities and illegal copyright infringement including deep fake face swaps of existing content one does not own to then resell it.Seller refused to refund and responded the following: Its not illegal I will use my refund policy youll never win

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 created my Shopify account over six weeks ago, and during setup, I connected a domain that is currently linked to a different, now frozen/inactive, Shopify store. I contacted your support team and was advised to reply to a follow-up email with all the necessary information. I was told the operations team would get back to me within a ******* has now been over six weeks, and I have yet to receive any resolution or meaningful update. Ive contacted support nearly every week since then and continue to receive the same response: that the issue has been escalated to the operations or backend team and I will be contacted shortly. Unfortunately, that still hasnt *********** the meantime:My trial period has ********** payment has been ************ unable to launch or operate my store due to this unresolved domain issue.I urgently need my domain *************** to be disconnected from the frozen account so I can connect it to my active store. This is preventing me from launching my business, and the lack of support has been extremely disappointing.Please escalate this matter immediately. I need confirmation that the domain will be released and assistance to ensure it is properly connected to my current store. If this issue cannot be resolved promptly, I would also like to discuss refund options, as I have paid for a service I have not been able to use.Thank you for your urgent attention. I look forward to your prompt response.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Several months ago, I noticed that I could not access my customer-facing ******************** website. I initially thought it was an issue with my web browsers, but was told that it was an issue with the ***/Hosting. I began contacting Shopify on 6/10/2025 since I had a product launch scheduled for July. Unfortunately, as of today; my issue is still not resolved and I've not received proper communication or the promised follow-ups. Instead I am receiving the same resolution "instructions" and told to wait ***** hours. After several attempts to resolve the issue with Support Advisors and after numerous requests to speak with someone in management, my issue was escalated to Tech Support. When I finally received a response from Tech Support (after advising that if I didn't hear back or get a resolution, I would be filing a BBB complaint), they regurgitated the same instructions and sent me an article to read. General Concerns: Each Support Advisor that I spoke with gave me a different reason for the issue (ex. **********, GoDaddy, my browser/server, etc). Some Advisors even claimed they could access the site, so the issue must be on my end.6/10: I was told that the issue was that the *** connection to my store needed to be reset (no one was sure why it had been changed). I called GoDaddy (I purchased my domain through them) and updated the *** records according to Shopify's instructions. I waited ***** hours, no resolution. I was told the Support Advisor would be monitoring the resolution, this was untrue.6/22: I called back and was told that *** records needed to be reconnected again and that the issue was with *********** We went through the same *** records process and I was told to wait ***** hours.6/29: Same as above, this time my issue was finally "escalated". I was told that Tech Support had been trying to reach me (this was untrue).7/3: Tech Support sends me the same "resolution".I have also paid for an inaccessible site. store: *******************

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 am contacting you guys because my Shopify store was terminated without any prior warning due to suspected illegitimate commerce practices. The email for my store is ************************** I had zero chargebacks, 0 reports, 0 high risk orders, my store was perfect. I put a lot of time and money into my store and domain. I dont sell any type of products, I dont have any products that are listed to for shipping, I give people rentals to stay in. Ive had people pay for rentals through the ************** that I added to my Shopify store. Now, my money is to waste with people with upcoming reservations. I can fix anything thats out of compliance because I know I havent violated anything at all what so ever. Please review my store again and reactivate it as soon as possible so I can move forward with my business. I really loved Shopify and right now Im regretting the time and effort I put into my website. I do not wanna take legal action because Ive made so much money on my website already, it would be best to reactivate the store so I can move forward with my business. I will provide any documents that I need to as well! Thank you.

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 June 30, 2025, Shopify abruptly terminated my online store (**********) without any prior warning or detailed explanation. The only message I received was a vague notification referencing a possible Terms of Service violation, with no specifics or evidence provided.Since then, I have received no response from Shopify support despite multiple attempts to appeal and request clarification. They are currently withholding over $20,000 in revenue from customer orders funds I need to fulfill pending orders and pay for inventory already in motion.This sudden and unexplained action is not only damaging my business but also puts my customers and reputation at risk. ********************* lack of communication and transparency is completely unacceptable.I am formally requesting:A specific explanation for the store termination.Immediate release of the $20,000 in held funds.Temporary access to my store to process and fulfill active orders.I am requesting the BBBs help to get a resolution from Shopify and prevent further damage to my business.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  6/13/25 purchased items from Doublelighting (******************************). After waiting three weeks and digging deeper into the company, it is clear that I was a victim of fraud/sham/scam company that sets up an online "shop" with absolutely no intention of ever delivering products. Doublelighting was simply one of dozens of online shops pretending to sell products available from ****** or other retailers and supported on the Shop/******* platform. As a member of the design trade, I fully realize that products are manufactured by *********** and are often rebranded and sold on retail sites. Therefore, I thought these the discounted lighting I purchased was a matter of legitimate online shops selling the designer pieces at below retail prices. Shopify apparently has absolutely no guardrails to prevent what must be thousands of fraudulent/scam sites from passing themselves off as legitmate. This should be an issue for Congress, but I laugh as I write that because clearly they're too busy to deal with consumer issues. DoubleLighting is one of the fraudulent storefronts - you cannot go after each and every one. You need to make *********************************** vetting processes. They are benefiting from what be thousands of fraud sites because I'm assuming they are making money from the scam sales. We would all be better served if your team took some action.

• Initial Complaint

  Date:01/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  ***** ******* 2017 ********************************** Indiana ***** ***************************** ************ 6/30/2025 Better Business Bureau [******************************/complain]Subject: Complaint Against Shopify Inability to Close Account Due to Inactivity Dear Better Business Bureau,I am writing to formally file a complaint against Shopify Inc. regarding my inability to close my online store and access my account due to account ************* ******************** store was closed due to inactivity. Since then, I have attempted to access my account in order to permanently close it. However, Shopify requires a 10-digit authentication code to unlock inactive accounts. Despite multiple attempts, I have not received the required code, and I am therefore unable to log in or proceed with permanently closing my store.I have reached out to Shopifys customer service, but I have not received a satisfactory solution. The only communication I receive is automated responses that do not address the core issuethat I cannot access my account to formally close it, nor can I obtain the code needed to regain ********* this point, I simply want my account and store to be permanently deleted. I am concerned about ongoing data retention and potential charges for a service I cannot access or manage.I would appreciate any assistance the Better Business Bureau can provide in helping me reach a resolution with Shopify.Thank you for your time and support.Sincerely,***** *******

• Initial Complaint

  Date:30/06/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 opened a webstore with Shopify and transferred my domain from a third party to Shopify. A few months after my webstore launched, Shopify canceled it without reason. When I asked for more information about why it was cancelled, I was told that I could not have that information. After two frustrating months of contacting customer support with no answers, I decided to take my business elsewhere. When I went to login to my account to transfer my domain, I found myself locked out. I contacted customer service again to help me resolve this issue and get my domain unlocked, but was unsuccessful. I have reached out to Shopify customer service time and time again, only to be told that my request was being "escalated" and then never hearing back. I've been given the run around so many times and I'm tired of it. I just need to get my domain back that I paid for. They are withholding it from me and it's not right. I will never work with Shopify again. This has been a beyond terrible experience. Please help me resolve this issue once and for all.Domain: ************************

• Initial Complaint

  Date:29/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 filing this complaint because Shopify has been holding my payout funds for over a week with no explanation, no communication, and no resolution. My dashboard does not indicate any type of hold, review, or delay the funds are simply stuck in a To Be Paid status with no progress.I have contacted Shopify Support multiple times and received nothing but generic responses and empty reassurances. No one seems to be able to explain why the funds have not been released, when they will be paid out, or what (if anything) is causing the delay. Ive received zero emails, zero updates, and no actionable support despite repeated outreach.This has severely disrupted my business operations. I rely on timely payouts to fulfill orders, run advertising, and manage inventory. Shopifys lack of transparency, urgency, or basic customer care is completely unacceptable. There is no visible hold on the account, and yet I am being financially penalized without cause.I am demanding:Immediate release of my funds.A clear explanation for the delay.A written acknowledgment and apology for the lack of support and communication.This situation is not only unprofessional, its damaging and I expect swift resolution before escalating this further.