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:27/07/2023

  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.

  Subject: Pre-Notice of Legal Proceedings
  
  Dear [Shopify Canada],
  
  We hereby inform you that legal proceedings will be initiated against Shopify Canada (hereinafter referred to as "the opposing party") regarding the withholding of my funds from my Shopify account, nearly 5000$CAD.
  
  The dispute stems from [the immediate suspension of my account without notice, without any communication with our client, we ended up with a financial loss of $5,000].
  
  Despite our efforts to reach an amicable resolution, all attempts at amicable settlement have so far been unsuccessful. We consider this matter to be essential and necessary to protect our legitimate rights and interests.
  
  In accordance with applicable law, we wish to give you this pre-notice in order to give you the opportunity to reconsider the situation and, if possible, to find a fair and amicable solution before initiating legal proceedings.
  
  We would like to emphasize that our objective is not to prolong the conflict unnecessarily, but rather to resolve this matter in a fair and equitable manner, in accordance with the law and the rights of each of the parties involved.
  
  We therefore invite you to contact us as soon as possible, ideally by [August 1, 2023], in order to discuss the situation and explore all possibilities of amicable settlement.
  
  Please note that if we do not receive a satisfactory response from you within the time allowed, we will be forced to continue with the legal procedures provided.
  
  We firmly believe that a peaceful resolution is in the interest of all parties involved, and we are open to mediation or other methods of alternative dispute resolution, if it can help us find a mutually acceptable solution.
  
  We appreciate that you take this communication seriously and exercise due diligence in this process. Hoping that we can resolve this matter in a constructive and respectful manner.

  Business Response

  Date: 03/08/2023

  Hello ******,
  
  I’m ****, a Shopify Operations Lead and will be looking into this for you. Due to the sensitive nature of your request, I have emailed you recently, the ticket number is: ********
  Please reply to the email, so I can help you the best way possible.
  
  Best,
  
  **** | Shopify Operations Lead
  
  

• Initial Complaint

  Date:25/07/2023

  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 co-own an online furniture store. Unfortunately, our business is facing significant challenges due to Shopify, a platform we thought was created to support small businesses. However, it has become detrimental to our operations.
  
  Our website is managed by a third-party company, and they have the "owner" status on our Shopify account. On 07/07, we received a notification stating that there is a hold on our payout. This pending payout has now accumulated to nearly $78,000, and the amount continues to grow daily.
  
  With numerous pending orders to fulfill, we are unable to afford completing the orders without the release of our funds. According to Shopify, they sent a request for documents, but we never received any such email. Now, valuable time is being wasted as we investigate this email discrepancy.
  
  It is disheartening to witness Shopify's extreme negligence and disregard for our business. We have worked diligently to build our company over the years, and now we stand at the brink of losing it all. Our funds have been held without any explanation, and we were not asked to provide any specific documents, and no-one at Shopify seems to have any interest in solving the problem.
  
  Despite our efforts to contact Shopify every single day since the issue arose, we have only been given the runaround. We hear the same excuses and non-sense every day, and this is entirely unacceptable. It is extremely disappointing and frustrating to face such treatment.
  
  If our problem is not resolved by the end of the week, we will have no choice but to take legal action. We sincerely hope it does not come to that point and that this matter can be resolved amicably and promptly.

  Business Response

  Date: 31/07/2023

  Hi ****,
  
  My name is ******** and I am a Support Lead here with Shopify. I recognise the reason for your frustration and I am here to assist you.
  
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.
  
  Warm regards,
  ******** | Shopify Support Lead
  
  

• Initial Complaint

  Date:22/07/2023

  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.

  Issue #1: I have been working extensively with Shopify for the last month+ regarding refunds we are owed from an app developer. The developer is blocked from refunding us per Shopify's system, and they said they are having issues getting in touch with Shopify. Shopify has started 3-way conversations in the past with this developer, then Shopify stopped responding as their email started bouncing. When we followed up with Shopify again, they said they would reach out to the developer, then took days to review an email we sent the developer, only to stall and ask us to provide proof that the developer is not responding.... this is all after multiple follow-ups from us, unanswered emails to ***************** (who we were also told to reach out to), etc. ******, an "advisor", has repeatedly pushed this issue off, refusing to reach out to their own development team for ridiculous/made-up reasons as she is uninterested in working per ticket ********. This is only after, of course, we follow-up after nearly another week of pure silence. Her "responses" come in days and days later, obviously with no interest in resolving or "supporting/advising".
  
  Shopify, get it together. Act like an actual company. We are the paying clients, the ones owed a refund, and all you and your advisors, your legal team, and the developers who you are letting your team are doing who use your platform are either not working, not communicating, and not prioritizing clients properly. We are the ones holding the bag with our business and funds on the line trying to figure out a technical refund issue that should have been resolved months ago per ticket *********

  Issue #2: We have had no response to ticket ******** despite multiple follow-ups. We need further information on hidden and disappearing items. Please clarify why this agent has not followed up to even state that this is being looked into.

  Business Response

  Date: 08/08/2023

  Hello *********,
  

  ****** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your Shopify account and billing. In order to address your specific concerns, I will follow up with you via email through our secure channels so that we can discuss your account needs in further detail.
  

  Thank you,
  ****** 
  

  
  

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: 20361618
  
  
  
  I am rejecting this response because:

  I received a response and provided all stores affected. Rejecting as this issue has not been resolved, Shopify has only initially reached out.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 09/08/2023

  Hello *********,
  

  Thank you for your response. Given that your query involves confidential details about your Shopify account, we'll proceed with our conversation through our secure channels. Kindly check your inbox for our latest response.
  

  Thank you, 
  ******
  

  
  

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: 20361618
  
  
  
  I am rejecting this response because:

  ******,

  As clearly mentioned to you and as you are fully aware, this complaint includes my account, my money, and my refund that Shopify (not the developer) is not issuing. It is on Shopify to provide the refund as the developer has instructed you to do, and you are not. The developer has stated to me that they have instructed you to do so and have not heard back, and that your system is not allowing them to refund. I provided all of this proof to you and your team and shouldn't have needed to. This is not confidential. This issue is directly my issue, related to me, and I need Shopify to confirm once this refund is issued. If you are refusing and are going to hide behind privacy laws incorrectly, when this issue is literally between you and I - I paid you, not the developer, you paid the developer, and you are fully capable of corresponding with your own team/developer and getting back to me - I will go to my credit card company and dispute thousands of dollars in charges that go straight to Shopify. I have done everything I can over 6+ months to avoid this. The developer has already stated that they are to issue almost $8,000 in charges. You and your team has taken a full backseat at every route, and it has been my funds that have been held over this entire time, obviously very happily by Shopify.

  Unsurprisingly, you haven't acknowledged (at all) my concern on your agent's handling of this matter, also fully taking a backseat over the course of a month. This is likely because it is commonplace and acceptable behavior as seen in your quick response to easily push off and hide behind privacy laws that are not applicable to this situation. It is time stalling so you can further block and hold funds that are not yours.

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

  Customer Answer

  Date: 14/08/2023

  
   
  Complaint: 20361618
  
  I am rejecting this response because:
  
  ******,
  
  As clearly mentioned to you and as you are fully aware, this complaint includes my account, my money, and my refund that Shopify (not the developer) is not issuing. It is on Shopify to provide the refund as the developer has instructed you to do, and you are not. The developer has stated to me that they have instructed you to do so and have not heard back, and that your system is not allowing them to refund. I provided all of this proof to you and your team and shouldn't have needed to. This is not confidential. This issue is directly my issue, related to me, and I need Shopify to confirm once this refund is issued. If you are refusing and are going to hide behind privacy laws incorrectly, when this issue is literally between you and I - I paid you, not the developer, you paid the developer, and you are fully capable of corresponding with your own team/developer and getting back to me - I will go to my credit card company and dispute thousands of dollars in charges that go straight to Shopify. I have done everything I can over 6+ months to avoid this. The developer has already stated that they are to issue almost $8,000 in charges. You and your team has taken a full backseat at every route, and it has been my funds that have been held over this entire time, obviously very happily by Shopify.
  
  Unsurprisingly, you haven't acknowledged (at all) my concern on your agent's handling of this matter, also fully taking a backseat over the course of a month. This is likely because it is commonplace and acceptable behavior as seen in your quick response to easily push off and hide behind privacy laws that are not applicable to this situation. It is time stalling so you can further block and hold funds that are not yours.
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: 20361618
  
  
  
  I am rejecting this response because:

   

  Date Sent: 8/14/2023 3:30:13 PM
  
   
  Complaint: 20361618
  
  I am rejecting this response because:
  
  ******,
  
  As clearly mentioned to you and as you are fully aware, this complaint includes my account, my money, and my refund that Shopify (not the developer) is not issuing. It is on Shopify to provide the refund as the developer has instructed you to do, and you are not. The developer has stated to me that they have instructed you to do so and have not heard back, and that your system is not allowing them to refund. I provided all of this proof to you and your team and shouldn't have needed to. This is not confidential. This issue is directly my issue, related to me, and I need Shopify to confirm once this refund is issued. If you are refusing and are going to hide behind privacy laws incorrectly, when this issue is literally between you and I - I paid you, not the developer, you paid the developer, and you are fully capable of corresponding with your own team/developer and getting back to me - I will go to my credit card company and dispute thousands of dollars in charges that go straight to Shopify. I have done everything I can over 6+ months to avoid this. The developer has already stated that they are to issue almost $8,000 in charges. You and your team has taken a full backseat at every route, and it has been my funds that have been held over this entire time, obviously very happily by Shopify.
  
  Unsurprisingly, you haven't acknowledged (at all) my concern on your agent's handling of this matter, also fully taking a backseat over the course of a month. This is likely because it is commonplace and acceptable behavior as seen in your quick response to easily push off and hide behind privacy laws that are not applicable to this situation. It is time stalling so you can further block and hold funds that are not yours.
  
  Sincerely,
  
  ********* *******
  
  
  
  

  Business Response

  Date: 17/08/2023

  Hello *********,
  

  Thank you for your response and sharing your feedback. 
  
  As your concern involves discussing confidential account information, I reached out to you via our secure email channels yesterday to provide some additional information and context. 
  

  Thank you,
  ****** 
  

  
  

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: 20361618
  
  
  
  I am rejecting this response because:

  Hi ******,

  I did not receive any communication from you yesterday. Please re-send or re-confirm.

  Separately, the *** combined several of our concerns into one. The below concern has still not been addressed by you:

  "Issue #2: We have had no response to ticket ******** despite multiple follow-ups. We need further information on hidden and disappearing items. Please clarify why this agent has not followed up to even state that this is being looked into."

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

  Customer Answer

  Date: 18/08/2023

  
   
  Complaint: 20361618
  
  I am rejecting this response because:
  
  Hi ******,
  
  I did not receive any communication from you yesterday. Please re-send or re-confirm.
  
  Separately, the *** combined several of our concerns into one. The below concern has still not been addressed by you:
  
  "Issue #2: We have had no response to ticket ******** despite multiple follow-ups. We need further information on hidden and disappearing items. Please clarify why this agent has not followed up to even state that this is being looked into."
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 21/08/2023

  Hello *********,
  

  Thank you for your response. I've re-sent my email from August 16th for your consideration and have started an investigation into your inquiry from ticket *********. As with our previous discussions, due to the need to discuss confidential account details, all aspects of this issue will be communicated through our secure email channels.
  

  Thank you,
  ****** 
  

  
  

• Initial Complaint

  Date:18/07/2023

  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 billed me an annual premium for a shop that does not exist and never has existed. The billed over $300 and will not refund it. I do have an active store with them but this one is a duplicate that was started but then cancelled as it was set up in error and closed without ever finishing the set up. I do want to keep my active store open.

  Business Response

  Date: 18/07/2023

  Hello ******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize how frustrating a situation such as this can be and I shall be reviewing your stores 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 stores and once this is answered I’ll be able to investigate. 
  
  Warm Regards
  
  *** - Shopify Support Lead
  
  

  Customer Answer

  Date: 25/09/2023

  We had 2 stores opened online by accident. In July I got this straightened out with Shopify so they would not bill ** for multiple stores. I paid an annual fee for the 1 store at that time. Now they started billing me again for a second store that I dont have. I asked them for a refund and they are not getting back to me.

  Business Response

  Date: 25/09/2023

  Hello *****, 
  
  Ive taken a look into this issue and you were not charged for the inactive store as this one was closed. The invoice youve received is connected to your current active store. I will send you an email with more specific details to explain what has occurred. 
  
  Kind Regards
  
  Jef - Shopify Support Lead
  
  

  Customer Answer

  Date: 26/09/2023

   
  Complaint: 20337774
  
  I am rejecting this response because: I already paid an annual fee for my website back in July. Over $300 was paid so I should not have any ******** on this account or site for almost another year. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 27/09/2023

  Hello ******, 
  
  As I explained to you via email yesterday you have added the *** Pro application to your store. This is a separate charge from the fee you have paid which is solely for your subscription plan. If you need to read up on our subscription plans, their features and pricing please go to this link: ****************************************************************************************************************;
  
  Your subscription fee does not cover any separate fees that might occur on your store such as Applications added, Shipping labels purchased, transactions fees for third party payment providers as an example. 
  
  Please go to our help documentation ************************************************************************************************************************* which explains this in more detail. 
  When you installed the *** Pro app onto your store the process would have advised you of the cost per month and asked you to confirm you were happy to proceed. 
  
  In the email I sent to you yesterday I explained how you can uninstall this app if you no longer wish to use it. I also advised this is a monthly fee which you will incur each month until such time as you remove the app from your store. 
  
  Im happy to discuss everything in more detail if youd like to reply to the email I sent you regarding all of this. 
  
  Kind Regards
  
  Jef - Shopify Support Lead
  
  

  Customer Answer

  Date: 28/09/2023

   
  Complaint: 20337774
  
  I am rejecting this response because: I did not ask for any additional services. We use square as our POS system   I did not authorize this charge. You added it now you remove it. When I go into your website it is so complicated I can never get to a resolution. I just get into an endless loop of explanations with no resolution. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:18/07/2023

  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 was hosting a store that sold Apple iPhone cases. I bought two Pitaka MagEZ 2 cases in black/blue twill, one for iPhone 13 and one for iPhone 13 mini for $59.99 each. Date of order was May 24, 2023. I got an invoice for the order but never got any tracking numbers. I never got either case in the mail. I tried to contact Shopify twice by email ************* and never got a response. I want a refund for the merchandise I never got.

  Business Response

  Date: 19/07/2023

  Hi ****,
   
  My name is ****, I'm a Support Lead here with Shopify. I understand you are reaching out in regards to a recent purchase. I regret to hear of the issues you've been encountering and I'd like to work on the matter with you further. 
  
  Due to the public nature of the *** 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, and we can continue the conversation.
  
  Kind regards,
  **** | Support Lead
  
  

• Initial Complaint

  Date:09/07/2023

  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 have encountered consistent issues with the platform. In the past, I was able to resolve these problems by speaking with a live representative over the phone. Unfortunately, this option has been removed, & now all communication must be done through chat, which significantly delays the resolution process.
  
  My current concern arises from the fact that I am being charged a 2% transaction fee due to not accepting payments through Shopify's platform. Let's go back a few years when I initially set up my account. At that time, I chose to use Shopify for payment processing, as it offered convenience and simplicity. I had no issues until one day, when I received an order and was informed that the products I was selling violated Shopify's Terms of Service (TOS). This came as a surprise, especially considering that Shopify's staff had assisted me in setting up my website. Apparently, reselling items is prohibited according to your TOS, a decision that was not within my control. Consequently, I decided to switch to ****** as an alternative payment provider. To my astonishment, Shopify still expects an additional 2% fee for this change. If I had willingly opted for ****** instead of Shopify, I would fully understand the fee. However, since it was Shopify's decision to force me onto another platform, it feels somewhat deceptive on your part to take advantage of customers by collecting additional fees. This is particularly frustrating because I was explicitly told by your customer service representative that there would be no fees during this process, and such information was not mentioned on your website.
  
  Shopify's Terms of Service are designed to favor the company & exploit its customers. In addition to this issue, you have eliminated the option for live phone calls, leaving only chat & email support, which has proven to be less efficient. I want a phone call, no exceptions. What business doesn't have a phone to reach out to customers?

  Business Response

  Date: 17/07/2023

  Hello *****, 
  
  My name is ****, I am a Support Lead here at Shopify. Thank you for reaching out and outlining the experience and frustration you’ve had involving your businesses payment processing fees. I would like to assist here by reviewing your concerns. 
  
  Given the public nature of ***, in order to look into your account I will be sending you a direct email to the email address you have provided in this complaint where we can discuss your fee questions further. 
  
  I look forward to working with you
  **** | Shopify Support Lead 
  
  

• Initial Complaint

  Date:06/07/2023

  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 canceled my membership and I keep getting charged each month. In Colorado it’s against the law to keep charging customers after they’ve canceled. I need a refund ASAP!!

  Business Response

  Date: 11/07/2023

  Hi *****,
  
  My name is ******, I'm a Support Lead here with Shopify. I regret to hear of the issues involving the charges related to Shopify, however, I'm unable to discuss any account specifics here, given that the *** is a public platform.I have emailed you directly to authenticate you, and to continue the conversation. Once I've received a response from you, we'll be able to move things forward.
  
  Kind regards,
  ****** | Support Lead

• Initial Complaint

  Date:05/07/2023

  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 had a Shopify account for three stores that I decided to deactivate and delete. Spoke to a rep who assured me all is well. Even sent an email verifying all accounts have been closed and information deleted. They charged my card so I called them to request a refund, they reversed charges. Asked them again to verify everything i..u s closed, they did. Two days ago they charged my card again. Really fed up with the incompetent reps..they are now requesting the first 6 digits of the card they have on file, alingbwith the last 4 digits. I provided that along with a screenshot of them.charging me. They are now asking me to send them bank statements showing the charge..I am refusing to do so, as they have everything they need. I need assistance with getting them.to DELETE, DEACTIVATE, AND REMOVE ALL THINGS ASSOCIATED WITH STORES THAT CLOSED OVER A MONTH AGO. PLEASE HRLP

  Business Response

  Date: 05/07/2023

  Hello *******,
  
  My name is *** and I’m a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize 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:02/07/2023

  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.

  Hello. I have had several Shopify sites in the past, and recently I went into my account and clicked on 'create new store'. It had me go through the process of creating the new store, and then it gets to select a plan. When I did that it showed $1 until September of this year with a $29 striked out. After I submitted my card information I went back a few days later only to see the charge in September is a larger charge of $39/month and not $29/month as it always has been. I was not shown that larger price point until after you obtained my credit card information and personal information. This is false advertising, and you are obtaining personal and confidential information on the basis of a lower cost, only then to up the cost under your customers nose. This is not ok. I hope you are seriously investigated for your practices.

  Business Response

  Date: 06/07/2023

  Hi *******,
  My name is ******** and I am a Support Lead here with Shopify. I recognise the reason for your frustration and I am here to assist you.
  Due to the public nature of ***, I am unable to discuss account-specific details here and for that reason, I sent a direct email to the email address you have provided for this review so we can discuss this further.
  
  Warm regards,
  ******** | Shopify Support Lead
  
  

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: 20267087
  
  
  
  I am rejecting this response because:

  Honestly, and I am not trying to be rude here...but I really don't care about the blurb on market trends and such.  That isn't the issue.  Your pricing isn't even the issue if it was showing accurately in all places.  You are ignoring the actual issues I am stating.
  
  I have tried to be very clear about the issue several times, and you all still don't seem to get it.  So I'll try again.
  
  I have worked on several Shopify sites in the past.  I log in through Shopify/login, and then see a list of stores.  There is a button there that says 'create another store'.  So that is what I did as I was going to design a new store site. (Screenshot attached)
  
  So I had done that several days ago for a new site called ****************.  When it went through the process of setting up, I saw the $1/month until September, which was fine.  It has a $29 scratched out in the basic plan.  I have made another 'store' with no name today 7/8/23, and you can see it still shows this as of today.  Basic plan $1 USD/month for first 3 months with $29 scratched out, which says to a consumer this plan is $1/month discounted from $29 a month for 3 months, and then $29/month.  It does not show $39 scratched out which is what your plan is now priced at, it also doesn't say $29/month annually because I am now aware you are offering the old monthly cost if someone pays a full year up front.  Even the other plans, as you can see on the screenshot, show the what I now know as the 'old prices'  But how it is presented is not presented correctly and appears as the plan is $29/month for the basic plan.  When I clicked create a new site, aside from working on a site for a client of mine, I had no clue that Shopify upped their costs.  I have had several health issues since late last year and so when I came back and decided to create a new site, I clicked that button and it appeared to ME that the cost was the same as it always had been.  I didn't see any emails, but I have been in and out of the hospital.  So I truly had NO clue.  Nor should I go to another part of your website to verify the costs that are being presented to me when I click choose a plan, as I was advised by another rep.  That is not acceptable.  

  I only found out the cost was more than I agreed to after I provided my private and confidential payment information and chose a plan.  This is not acceptable in any form. 

  I reached out on Twitter and gave the screenshot and was responded with that is a typo as I can see on the pricing page, and I was linked to the pricing page.  Again, I shouldn't have to go to the pricing page to compare what is being shown to be when I click chose a plan. 

  Your 'typo' has been there for seven month, and is still there to this day.  I was told several times it will be sent to internal teams to fix.  Rather than fix it you are keeping it there.  That is deceitful tactics, and you are obtaining credit card information by showing lower pricing information to get people to sign up.  

  If it is $39/month, fine.  Just state that.  The strike through should say $39 on the plan choices  If you are trying to show $29/annual then say annual.  Don't be deceitful in your tactics.  Be honest.  You can't just say your plan is x amount and once you get someone to sign up and give their information then say oh sorry it's more.  That is wrong. 

  So please, I don't care about market trends.  I don't even care you raised your prices.  I honestly had no idea about the larger price tag until days after I signed up that my card would be charged more than I expected starting September  I would have never known if I hadn't gone back into settings and happened to look at my upcoming payments.  Just be honest and have correct information shown on where the plan information is where people choose when signing up. I've given you all the info several times and the 'typo' is still there.  It isn't that hard to be honest or fix a typo on  your site. 

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

  Business Response

  Date: 17/07/2023

  Hi *******,
  
  This is ******** from Shopify again. Thanks for your response. 

  I noticed that the images you sent are also highlighted on our pricing page, which states "from $29 USD". This reflects the price for annual subscriptions, as it would work out to be $29.00 USD monthly with the discount that paying annually offers.

  Your account was created through a promotional link that offered the 3 days in trials, three months for $1 USD and then a monthly fee of $39 USD starting from the third month. Therefore, I can confirm that the information is accurate.

  If you wish to switch from the Monthly to the Annual Basic Plan, you can follow the recommended steps provided in our Help Center: Managing your Shopify account: *******************************************************************************************************************************

  I sincerely hope that the information provided brings clarity to any questions or concerns you may have had.
  
  Kindest regards
  ******** | Shopify Support Lead

  
  

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: 20267087
  
  
  
  I am rejecting this response because:

  No, it wasn't through a promotional link.  It is through the direct create another store link when I log into shopify and it shows all my stores that I help manage. I clicked that, again so I can take screenshots - again.  I go through the questions and it goes to building store.  That isn't any promotional link.  That is a direct link from when I am logged into the account.   When I click select plan it takes me to the SAME THING showing the starting at $29 strike through.  You know darn well your company has had the basic plan at $29/month for a very long time.  What you are doing here is TRICKING people into signing up.  If it is starting at $29/annual JUST PUT THAT!  It is not that hard to do.  You are using manipulating wording to get people's confidential and personal information such as their credit cards.  Do you see how screwed up that is?  

  All you have to do is put starting at $29/annual to be clear to your customer.

  You are using manipulating tactics for people to sign up knowing full well Shopify was $29/MONTH for years.

  FIX IT!  Add the wording of 'annual' by that $29 and other plan 'starting at' fees on there that my screenshot is showing.  That is all I ask!

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

  Customer Answer

  Date: 18/07/2023

  
  Complaint: 20267087
  
  I am rejecting this response because:
  
  No, it wasn't through a promotional link.  It is through the direct create another store link when I log into shopify and it shows all my stores that I help manage. I clicked that, again so I can take screenshots - again.  I go through the questions and it goes to building store.  That isn't any promotional link.  That is a direct link from when I am logged into the account.   When I click select plan it takes me to the SAME THING showing the starting at $29 strike through.  You know darn well your company has had the basic plan at $29/month for a very long time.  What you are doing here is TRICKING people into signing up.  If it is starting at $29/annual JUST PUT THAT!  It is not that hard to do.  You are using manipulating wording to get people's confidential and personal information such as their credit cards.  Do you see how screwed up that is?  
  
  All you have to do is put starting at $29/annual to be clear to your customer.
  
  You are using manipulating tactics for people to sign up knowing full well Shopify was $29/MONTH for years.
  
  FIX IT!  Add the wording of 'annual' by that $29 and other plan 'starting at' fees on there that my screenshot is showing.  That is all I ask!
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 23/07/2023

  Hello *******,
  
  ******** from Shopify, reaching out to you once again. Thank you for your response.
  
  I recognize that it can be confusing, but I wanted to clarify that our pricing page displays the starting price of $29 USD for annual subscriptions. Additionally, I can confirm that your account was granted with 3 days in trials, three months for $1 USD and then a monthly fee of $39 USD starting from the third month. This pricing adjustment has been in effect since January 24th, 2023, as mentioned in this public article: ******** ** ********* **** **** **********************************************************************************************************************
  
  I sincerely appreciate your valuable feedback, and I will promptly share it with our marketing team. I consider this matter resolved from now on.
  
  Best regards, 
  ******** | Shopify Support Lead
  
  

  Customer Answer

  Date: 24/07/2023

  
  
  Complaint: 20267087
  
  
  
  I am rejecting this response because:

  I'm going to speak directly to the ***.

  As you can see, once again this person responding on behalf of Shopify is ignoring everything I am stating and showing them in screenshots.  Any other legitimate company who shows their pricing 'starting at x amount', and that 'x amount' is an annual cost, it will say /annual or have an * asterisk next to it.  If there is an * asterisk next to it a consumer knows that below that or at the bottom of the main text is some fine print and it shows that starting at price is an annual cost, or the monthly cost is x amount.  

  No legitimate company would have a pricing table showing starting at price being the same monthly starting at price they have had for several years, and not turn that around after they have obtained personal and confidential information from a customer.

  And no legitimate company would continue to point someone to a secondary page with pricing.  What is shown to the customer on a pricing table at sign up should be the correct amount.

  Shopify continues to refuse to even put an asterisk or any information on the main pricing table that is shown to a customer, with the steps I have outlined SEVERAL TIMES with text and screenshots, to alert someone that the $29/month is an annual monthly cost amount that is ONLY if you pay ONE YEAR up front, and if a consumer pays per month that cost is $39/month.

  There is no good reason for shopify to refuse to put even an asterisk to alert a customer of further pricing information and costs when being shown the pricing table during their sign up process.

  What they are doing is misleading to consumers, and their flat out refusal to even put a simple asterisk with more information at the bottom of their pricing table shows they know exactly what they are doing.

  Again to summarize, and I am talking directly to the *** as Shopify clearly doesn't care enough to fix this.

  For many years Shopify has had a cost of $29/month for their basic plan.  I ended up with a lot of health issues and ended up in the hospital.  I was doing some website maintenance for another person, and decided to try my hand at a new shop.  So after I logged into my account, I clicked on create a new store and was presented with the pricing table that I have shown several times showing that $1/month trial for three months with the 'starting at $29' verbiage.  It does not state anywhere that the $29 is for an annual monthly cost, meaning you have to pay for a one year period to get the 'old' $29/month pricing.  I get everyone is raising prices, and that is not my issue or concern.  The problem is what is presented at face value looks like the exact same monthly cost that they have always had.  I have not once asked them for money, I have not once asked them for a discounted price on a plan.  The ONLY thing I have asked is that they fix their pricing table, that is incorrect, with the true and accurate wording or just put a simple asterisk with the fine print verbiage at the bottom.  To this day, as you can see, Shopify continues to ignore that simple request and not fix the table.  There is no excuse for their flat out refusal to fix this.

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

• Initial Complaint

  Date:02/07/2023

  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.

  It all started when I paid 321.30 to Shopify for a year for the website they were hosting. After a few months, I had no way to edit or get to my website to work on it. they claimed the money was not paid when it was. After I gave them this receipt that was uploaded they found it but I was still not able to do anything with my website. During this time I have had to contact them by chat only because they stopped phone support which has caused me to get slow responses. After these issues were still not getting fixed in a timely matter I demanded a refund since I could not access my store. I filed a fraud alert with ****** about my payment and did not get anywhere there. Now they have completely closed my store and have not paid me my money back. I paid for a YEAR and they steal my money and close my website. I'm VERY upset I spent a lot of time purring in every item and have not made a dime because of this. They refuse to contact me by phone and I'm really tired of the company being so unprofessional. I just want my money returned since they have closed my store and trying to **** me. I want my total refund of what i paid them back to my ****** account and just be done with them since they have not done anything but just steal my money.