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:24/06/2025

  Type:Delivery 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 ordered 2 items from a company called ************* through my shopify account. They sent me a notification that they received my order but it never shipped. I attempted to solve the problem using shopify's online customer service (they have no phone# to call) but their website would not allow me to submit the form with the confirmation url#. I ordered these items on May 19 2025. The tracking# i was given lead to nothing and the link to view the order doesn't work. The order# is aqua3100. The order confirmation originated from email address Shop Aqua **** <************************************************************************************> The order total was 111.99$

• Initial Complaint

  Date:24/06/2025

  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.

  Dear Shopify Team,Im writing to follow up on the unexpected termination of my store on 6/11/25. Despite your previous response, I have yet to receive any real update or resolution.This issue is time-sensitive. We had over 300 unfulfilled orders and between $10,000$14,000 in pending payouts when the store was shut down. Every day without access puts us at greater risk of chargebacks, hurts our merchant credibility, and leaves our customers confused and unsupported.Before the termination, our store maintained a solid track record: all orders were fulfilled on time with accurate tracking, our customers were satisfied, and we had no open disputes.Right now, we urgently need access to either the store dashboard or at the very least, limited access to update tracking information and manage payouts.This situation is directly harming our business, and we need a concrete update from the specialist team as soon as possible. Please escalate this matter our team is being held back from supporting our customers and doing the right thing.Thank you

• Initial Complaint

  Date:24/06/2025

  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.

  We are a UK-based e-commerce business using Shopify as our platform and Shopify Payments to process our transactions. On Monday, June 24th, 2025, we discovered that Shopify had unilaterally suspended our payments account disabling our ability to accept new transactions and halting all payouts without any prior warning or notice. The reason cited was that a directors identity document had expired.This action was taken immediately and without opportunity for us to proactively address the issue, even though there was no mechanism within the Shopify admin dashboard to update or verify this information beforehand. The lack of warning meant there was nothing we could have done to avoid the disruption.We uploaded the updated documentation within 3 hours of discovering the issue. Despite this, as of the time of writing (over 36 hours later), our account is still disabled and we remain unable to accept payments through our website. This has directly resulted in a complete loss of sales over a 2-day period including paid advertising costs (PPC) incurred during this time and has caused significant disruption to our cash flow and customer trust.We have contacted ******************** support twice and requested an estimated timeframe. We were told that the issue could take up to a week to resolve, which is not acceptable for a business that relies on daily transaction volume and real-time revenue.This is a highly damaging situation caused by:A lack of advance notification No option for proactive compliance A disproportionate enforcement method (suspending transactions instead of just payouts)Poor responsiveness after we complied immediately with the document request We are seeking the immediate reinstatement of our payment processing functionality, a review of this process to avoid recurrence, and compensation for lost revenue and incurred marketing costs caused by Shopifys handling of this matter.

• Initial Complaint

  Date:22/06/2025

  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.

  Complaint Against: Shopify Inc. / Shop App Vendor: Anua ****** Amount in Dispute: $99 CAD Purchase Date: May 22, 2025 Complaint Summary:I made a purchase totaling $99 CAD through the Shop app (operated by Shopify) from a vendor listed as *********** on May 22, 2025. Despite paying in full using my debit card, I have not received the items to date.All contact information provided by the vendor (email and phone number) was non-functional, and I was unable to reach them regarding the order.Following this, I experienced unauthorized charges on my debit card originating from the same merchant. This indicates that my payment information may have been misused after the initial transaction.I filed a formal complaint through the Shop app. Following their investigation, the vendor Anua Canada was promptly delisted from the platform which clearly suggests that fraudulent activity was detected.However, I have received no compensation or refund from Shopify despite their apparent acknowledgment of wrongdoing by removing the vendor.Resolution Sought:I am requesting a full refund of $99 CAD for the undelivered goods and the associated fraudulent use of my payment information.This purchase was made in good faith based on the trust and legitimacy of the Shop app, which is operated by Shopify Inc. As a consumer, I expect that Shopify stands behind the vendors it hosts and ensures accountability when things go wrong.

• Initial Complaint

  Date:21/06/2025

  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.

  I opened an account for my business with Shopify. I got the 3 month trial for $1 each month. My store had been open for a little over 2 months. We were a BRAND NEW store, we were building traffic and emails but had not gotten any sales yet. We rent out cars to people, and offer financial tools and apparel as well. We got a rental that was fully agreed on with a guest (which we have all documentation for between the guest and us). We created an order for the amount, and sent the invoice to the customer. The customer paid the invoice and ******************** all of a sudden closed our account for a violation. They have refused to provide any information about anything. They would not confirm if they money was going back to my customer, or getting issued to us or if they were just going to keep it for themselves. I have reached out SEVERAL times to support and they are not at all helpful in the matter. Shopify of course does not provide any phone number or anything. I told them I did not want anything else to do with Shopify if this is how they handle business and that I just want MY money that OUR STORE made with OUR customer (THIS IS NOT FOR ******************** TO TAKE!!!!)They told me I had to put in an appeal, so I did. They continued to give absolutely no information or updates of any kind. Now they have just completely closed us out to where we cant even chat with customer service. WE WANT OUR MONEY THAT WE MADE!!!!!We are a legit business with a legit LLC and a legit EIN, and all proof of communication with our customer to pay the amount we made on our store. This process and customer service are appalling for a company that literally functions off small businesses.

• Initial Complaint

  Date:21/06/2025

  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.

  We have been a customer for 14 years, with ******************** hosting our website. In 2024 we added Shopify POS. Because of the complexity this creates with our quickbooks accounting, we added an accountant as a user to help us through the challenges. Some time in the last few months, the "basic" ($39/month) service we had been paying for changed its terms to disallow users other than the owner. They are now demanding we upgrade to the next tier ($105/month) to return this function.This is a classic "bait and switch" scam. It is unethical, and should be illegal.

• Initial Complaint

  Date:21/06/2025

  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 purchased a pair of hearing aids from this company.upon arrival to me i realized that they were not going to work for me and contacted the company about having my $35.00 that i paid refunded.i returned the product according to their instructions on April 21st 2025.i even paid the postage for the return i have been in contact on a weekly basis concerning my refund and they keep saying that they are waiting for their accounting department to issue my ********* of 2-3 days ago they said they were going to expedite my refund but nothing has happened yet.i dealt with these people in good trust and feel that i am being used and don't want anyone else to be treated this way.they claimed that there was a no condition refund policy which has been found to be untrue

• Initial Complaint

  Date:20/06/2025

  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.

  An account was made using my information. In an attempt to report the fraudulent activity to shopify and get this account resolved I used the the help center. The ** algorithm used in the help center refused to assist or transfer me to the "support advisor". I need my information removed from this site, or I need correct contact information for legal assistance.

• Initial Complaint

  Date:20/06/2025

  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.

  I have two orders that were placed through Shopify; Neither seller has submitted my items; One agreed to a refund that never happened, and the other will not respond to any of my reach out attempts; I have tried filing a dispute through Shopify and this is the most difficult task to accomplish. There is no way to file a complaint through the app. I've tried filing a dispute through their website and after filling out their form I receive errors so it never goes through. They have no phone number on file and do not offer representatives to speak with. They have a chat option and you can never get a live representative. They have a support email; which i provided screen shots and proof of purchases and contact attempts to the sellers, the email comes back that they no longer use that email.

• Initial Complaint

  Date:20/06/2025

  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.

  I tried to cancel my subscription and they wouldnt let me without a bunch of charges. Im sure they are a good company for the rich but for a startup company they are not the right decision. They promise you you will have a great store/website but once you get to the point to start making sales they shut your website down. They tell you you need to pay extra to have a specialist come in and correct all the errors before you are able to use your store again. It seems that after every step I would complete to get my store running they would want more money. I didnt make one sale and they keep taking funds out of my account. I had potential customers trying to complete sales on my site but Shopify blocked them until I paid more of their suggested fees. When I voiced my frustration about all of the fees and not even making a sale yet I was told I had to invest in my company first and its a small price to pay for the future of my business.